100,000 users united through a self-service portal, simplifying incident management
Putting the User at the Heart of the Business
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Open Source is definitely a priority for Airbus. Staying competitive means working quicker and increasing productivity.
To increase motivation and efficiency among the teams, the Airbus Aircraft division decided to consolidate its ITSM tools into one user-centric solution. Due to its rich features and customization capacities, Liferay’s technology was selected for deploying the self-service portal to 100,000 users (engineering, program, etc.). The aim is to make users less dependent on IT support and reduce the number of emails and calls received by the Service Desk.
The portal was soon utilized by many, with 290,000 visits and 2,200,000 page views in ten months, with a peak of 18,000 page views per day. With approximately 1,200 incidents created per day on the portal, the Service Desk now manages 30% less incidents, which facilitates better cost control and enables incidents to be resolved quicker.
A mobile app has also been developed. This app offers the same features and personalized services as the portal.
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Transparency, collaboration, sharing and empowerment are at the heart of our Open Source philosophy. Adopting the “Open Way of Working” is all about making our business activity user-centric and quickly developing innovative and scalable solutions.
Nicolas Fanjeau
Information Technology Manager
Key Features
Knowledge base, incident management, request tracking, alerts
Challenges
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Offer users a user-centric experience
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Combine approximately 15 ITSM tools into one solution
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Make users less dependent of the Service Desk for incident management
Results
Increased Productivity
Thanks to the autonomy that the portal offers to users
Efficient Self-Service
+30% of incidents created via the portal +300 ready-to-use templates
Cost Control
30% decrease in the number of incidents for the Service Desk
Great use of the Portal
290,000 visits and 2,200,000 page views in 10 months