Case Study: Civil Aviation Authority achieves faster support and greater self-service with EasyVista Service Management

Civil Aviation Authority Lets the Possibilities Fly with EasyVista Service Management

The UK Civil Aviation Authority (CAA), the national aviation regulator with about 1,000 employees, relied on a small 40-person IT organization (five on the service desk) to handle roughly 1,600 support requests per month. As part of a wider Transformation Program to modernize services, improve efficiency and expand online offerings, the CAA needed to move from a tactical, on‑prem ITSM use to a cloud-based, strategic service management platform that would enable more self-service and faster delivery.

CAA performed a phased migration of EasyVista to the cloud—replicating and improving the existing setup, enhancing the knowledge base and laying the groundwork for mobile Service Apps and codeless workflow automation. The SaaS rollout delivered dynamic self-help search, quicker service creation, 24/7 phone support, and strong reliability, resulting in better employee experience, faster resolutions, increased self-service and reduced service delivery costs.

Civil Aviation Authority

Simon Sheeran

Head of IT Service