Case Study: Munich Airport achieves improved service quality and reduced processing and licensing costs with Cherwell Software

Munich Airport - Customer Case Study

Munich Airport — one of Europe’s largest airports serving millions of passengers and hosting 550 companies and 32,000 workers on a 1,500-hectare site — needed a uniform, future-ready IT service management system. Its centralized ITSM team processes about 180,000 tickets a year and was burdened by rising costs and time-consuming upgrades caused by heavy customization of its legacy tool, prompting the “ITSM 2020” initiative to standardize and streamline service delivery.

Following an EU tender, Munich Airport selected Cherwell Service Management and implemented it in two phases with partner Plain IT AG, integrating Cherwell with SAP and existing systems. The result: higher service quality, lower processing and licensing costs, consolidated processes and scheduling, built-in dashboards and reporting, and the ability for internal staff to adapt the platform without consultants—outcomes recognized by a Service Globe Award.

Munich Airport

Jörg Westermair

Head of Operations & Services, IT Service Area