Copenhagen Airport, Denmark’s main international airport, has embraced digital transformation by implementing ServiceNow IT Service Management (ITSM) to streamline operations and improve efficiency. Serving over 20,000 users in its ecosystem, the airport launched a digital portal in 2017, which has grown from 20 to 300 request forms and now includes over 1,400 Knowledge Base articles. This portal accelerates service delivery, reducing the time to launch new services from six months to six weeks. The agility of the platform has been key in driving momentum and adoption, enabling the airport to enhance its digital services for both employees and passengers.

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