Case Study: UK Civil Aviation Authority improves self-service and IT service delivery with EasyVista

Civil Aviation Authority achieves 100% availability with EasyVista

The UK Civil Aviation Authority (CAA) sought to modernize its IT service delivery by moving away from an outsourced support model. Their challenge was to create a more responsive and reliable service experience for employees while giving their internal IT team greater ownership and control. To achieve this, they implemented the EasyVista Service Manager platform.

Using EasyVista, the CAA built a user-friendly self-service portal to reduce phone-based support and increase self-service adoption. They replaced manual, email-driven processes with automated workflows and approvals. This solution captured better information upfront, reducing back-and-forth. The results included exceptional service reliability with 100% availability for three out of four quarters, greater operational efficiency, and a scalable foundation for future IT integrations.

Civil Aviation Authority (caa)