“Massive transformation” follows integration of London Stansted into MAG IT infrastructure and in-sourcing of IT support
LONDON, May 09 – Manchester Airports Group (MAG), the UK’s leading airport group, has been working with Fruition Partners, a DXC Technology company (NYSE: DXC), to implement ServiceNow to provide a completely new IT support service across the Group.
MAG, which owns Manchester, London Stansted, East Midlands and Bournemouth airports, has just launched a self-service portal providing IT support to approximately 4,000 colleagues as the first phase of its ServiceNow project.
MAG decided to restructure its IT support following the acquisition of London Stansted in 2013, and the subsequent integration of the group’s IT. This led to a rationalisation of the supplier base across the whole Group, changing from several third-party providers to an in-sourced approach, including IT support.
“This is a major initiative to create a single IT support experience for all our colleagues,” said Emma Dickson, head of IT Service Operations at MAG. “By bringing the service in-house, we were looking at a massive transformation involving new suppliers, new staff, and the integration of a new airport, against a complex regulatory environment.”
MAG selected ServiceNow as the platform that would best meet its requirements. “During the tender process it became clear that ServiceNow was the market leader for the right reasons, and it’s strongly aligned with our IT approach,” said Dickson.
To support the scoping and implementation of ServiceNow, MAG chose Fruition Partners, the ServiceNow partner with the most deployments of the platform worldwide. Commenting on the choice of Fruition Partners UK, Emma Dickson said: “We’re in the business of running airports, while Fruition Partners know the best practice in deploying ServiceNow. We chose Fruition Partners based on the strength of their people, their track record and their evident willingness to adapt to our culture, and work as part of our team.”
The core ServiceNow platform launched in late 2016 after a rapid three-month implementation, and MAG has now launched the self-service portal to its colleagues and service partners across the four airports. The Group’s colleagues had a high level of input into the design and testing of the portal that enables them to log incidents, check their status, order new equipment and access knowledge resources.
The solution improves the end-user experience and the workflow of incident management. Initially, the objective was to transition the high volume of support email requests to the portal and to reduce telephone calls to the support service centre. The MAG IT support team conducted a major communications initiative to support the roll-out, including promotion, demonstrations and launch events. Colleagues have responded positively with a significant transition to self-service versus email and phone channels.
Emma Dickson said, “We are delighted with the initial take up. We have seen over 1,500 tickets logged in IT Self Service directly by colleagues in the first few weeks, which has resulted in a reduction in email traffic to the Service Desk by around 35 percent and a reduction in phone calls by around 20 percent, and this continues to trend in the right direction. This is a real ‘good news’ story for the Group – colleagues are choosing to use IT Self Service and we’ve put a lot of effort into making the experience accessible, slick and enjoyable.”
She continued, “With increased use of IT Self Service we can refocus the service desk on complex technical support issues and more challenging work, which we expect will increase productivity and lead to improved staff retention.”
In addition to providing scoping and implementation support, Fruition Partners has also delivered custom training to the support team, including face-to-face training and computer-based sessions.
The next phase of development for MAG’s ServiceNow application will include more configuration management, supplier and vendor management and service portal management.
About Manchester Airport Group
MAG is the UK’s leading airport group and owns and operates Manchester, London Stansted, East Midlands and Bournemouth Airports, together with a significant property business. MAG employs over 4,500 people and annually serves approximately 52 million passengers. MAG’s strategy is to increase long-term shareholder value by generating profitable growth through the further development of its assets and by offering a high-quality user experience for customers using its airports. By achieving this goal, MAG aims to become a global leader in airport management, products and services. MAG also includes the commercial property division, MAG Property, which has over £640m of investment property assets across its four airports and has a 50% investment in the £800m major Enterprise Zone development, Airport City, at Manchester. In North America, the new MAG USA is looking to work with airports to develop and operate terminal and retail solutions, passenger lounges and car parking facilities. MAG is managed on behalf of its shareholders who include Manchester City Council (35.5%), IFM Investors (35.5%) and the nine other Greater Manchester local authorities (29%).
About Fruition Partners, a DXC Technology Company
Fruition Partners, a DXC Technology Company (NYSE: DXC), is a global technology-enabled services firm focused on elevating service management to the cloud. The company combines practical experience with technology-enabled tools and services to help organizations attain success throughout the entire Service Management process. With more than 2,500 ServiceNow projects to its credit, Fruition Partners is a Gold Partner of the leading enterprise cloud company. Fruition Partners’ team of more than 400 cloud-integration experts accelerate service management and ensure clients experience cost and performance benefits quickly and easily. The company is a trusted partner to some of the world’s most respected organizations including Target, General Electric (GE), Delphi, Tulane University, Virteva, John Lewis, Boots, and various trusts within the UK National Health Service. For more information on Fruition Partners, visit www.fruitionpartners.com.
PR contact for Fruition Partners:
Michelle Allison, Spark Communications
+44 (0)207 436 0420