The runway was short for consolidating Change Management
In addition to Incident, Problem and Service Catalog, the airport was faced with the challenge to bring diverse and legacy change processes under one umbrella, yet be able to maintain their very aggressive achievements of being one of the top 3 airports in the country.
Roadways, Security, Bag Checking, Maintenance, Retailers and Parking are only a few of the departments that constantly rely upon successful Change Management to maintain high performance and efficiency. Not only would the departments need to continue their momentum, but they would need to benefit from the consolidation.
Once Contender Solutions and Tampa International Airport teamed together to agree upon the requirements, they discovered that the unique requirements of the airport are common to many transportation industry organizations. Using most of the OOTB features of ServiceNow Change, they created a standard change form for all departments and each department began conforming to the requirement to show risks/impacts, back out plans, and test plans.
Unnecessary changes became a thing of the past and that reduction in changes brought unexpected efficiencies that made the departments more agile and more aligned to their organizational process thus producing steady increases in their bottom line.
