“Now, they can focus more on solving the problems at hand, rather than the systems that are reporting on them,” explains Jamie.
Simultaneously, the time required for new starters to gain engineering validation to work in air traffic control has been reduced by 50%, from one year to just six months. This is a direct result of implementing the new architecture and creating the single pane of glass view, which reduces the complexity of working in frontline engineering.
NATS employees have also benefitted from upskilling and acquiring new competencies, opening up new career paths by driving efficiencies into the service management approach.
Simon Ede, Head of Service Management Command Centre at NATS, explains: “We now need fewer command line, low-level engineering skills. Our new approach to service management has freed up resources to focus on mission-critical provisioning of safety and informed decision-making.”
NATS moves to incident prevention by detecting potential issues before they happen
NATS’ shift towards a zero-incident culture has resulted in a greater ability to predict and prevent technical events from occurring.
The new service architecture, with ServiceNow® Operational Intelligence at the heart of the solution, enables NATS to spot anomalies and identify the root cause of engineering incidents before they become service impacting incidents. For example, incidents that affect the work of air traffic controllers and the passenger travel experience.
By implementing the Now Platform, incident resolution time for P1 incidents—those that result in the inability to provide service to air traffic controllers—will be reduced to less than five minutes from a possible event occurring.
Jamie highlights: “We can take rectification actions before air traffic controllers even know an engineering incident is occurring. If an event happens in one of the applications, ServiceNow will be commanded to remediate and orchestrate it before it affects services. Capacity is secured and planes aren’t delayed.”
Additionally, using the machine learning capabilities in ServiceNow IT Operations Management and the Now Platform, NATS can identify existing anomalies before they potentially impact services. “This is incredibly powerful in our safety-critical world,” adds Jamie.
Air traffic controllers will also benefit from higher availability of applications to control aircraft and faster operations management response to requests for new or improved features.
ServiceNow supports long-term, zero-incident culture at NATS
“ServiceNow has the vision and roadmap to support us on a long-term journey. The introduction of advanced operations intelligence is a key preventive ingredient to help eliminate service outages and this feature will be a key driver as we move to a zero-incident culture,” says Jamie.
“With ServiceNow, we have a partner that can support our complete operation and manage the entirety of our safety-critical services on a single platform. That’s an incredibly powerful development for such a mission-critical business,” concludes Jamie.