Case Study: Airbus Helicopter achieves 30% fewer Service Desk incidents and self-service for 100,000 users with Liferay

Putting the User at the Heart of the Business

Airbus, the global leader in aeronautics and aerospace services, faced a fragmented IT support landscape—about 15 separate ITSM tools—and needed a more user-centric way to manage incidents for roughly 100,000 employees. The goals were to simplify access, increase user autonomy, and reduce dependence on the Service Desk.

Airbus chose Liferay to build a unified self-service IT portal (knowledge base, incident/request tracking, alerts and mobile app), piloted it quickly and rolled it out to 100,000 users. The portal drove measurable gains: over 30% of incidents are now created via the portal, the Service Desk saw a 30% reduction in incidents, and usage spiked to 290,000 visits and 2.2 million page views in ten months, supported by 300+ templates and ~15,000 requests per month.

Airbus Helicopter

Nicolas Fanjeau

Information Technology Manager