Who is Zurich Airport? Zurich Airport is the largest international air- port in Switzerland and the principal hub of Swiss International Air Lines. It serves Zurich, Switzerland’s largest city, and, with its transport links, much of the rest of the world. Fully Integrated ITSM Requirement The nature of its business means that Zurich Airport works with a variety of partners, from luggage handling, to car hire, duty free shops, and airport accommodation providers. Its aim is to provide a consistent service to its inter- nal and external customers. Transparency in its governance, processes, rules, and infra- structure is key to this objective, as Christoph Düggeli, T eam Leader IT Service Management for Zurich Airport, explains: “We want to under- stand exactly what systems and inte

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