International Airports Company

Creating significant value through the implementation of our ServiceNow Vision to Value program

Driving adoption and getting to value fast

In order for our business to be able to achieve our goals we need to have the right service delivery components in place to ensure the smooth running of our entire business, business technology plays a major part in this,” states the Head of Governance at the airports company.

It is our considered view that our business technology division must be in a position that enables it to offer the required technology services, supported by an efficient services-led organisation with highly skilled professionals and well adopted processes, to meet our objectives,” adds the Head of Governance at the airports company. All of which are key drivers to our appointment of Quintica.


Request management via portal up from 4% to 95%


SLA compliance up from 66% to 75%


NPS up +50

Business Challenge

  • Too many systems required to support end users.
  • Inconsistent experience
  • Low visibility into performance
  • Process alignment to ITIL standard

How we solved it

Q-Journey is our delivery framework that leverages over +22 years of expertise to help businesses achieve digital transformation.

Technology Enablers

ServiceNow ITSM
ServiceNow Service Portal
Now Support Mobile App

The Business Need

After close analysis of the requirements of the airports company, the Quintica team proposed the implementation of its Q-Journey Framework. This included the development of an operating model for the business technology organisation, a Service Catalogue, as well as a digital transformation roadmap that would assist the company to optimise service delivery and improve customer experience.

According to Quintica a main component of the QJourney defined for the airports company was to ensure that the service catalogue would create a view for all stakeholders, of exactly the type and nature of services on offer from the business technology department. This was to be updated regularly and updates were to be sent to stakeholders on an ongoing basis to ensure complete business buy-in.

The business technology services framework was designed for the airports company based on processes and policies aligned with international best practices such as ITIL v3, COBIT 5.0 and ISO 20000. This is one of the key reasons Quintica was selected, considering its extensive knowledge of these digital transformation engagements and their experience in making the customer capitalise on value after the implementation.

Quintica was able to quickly demonstrate their depth of experience and saved us many hard lessons by setting us on the right path with their Q-Journey Accelerator framework, helping us to leverage the ServiceNow applications out of the box.

Every great journey begins with a plan

Lets talk about yours today.