Case Study: EL AL Airlines achieves improved service availability and faster time-to-resolution with ServiceNow ServiceWatch

EL AL Airlines Manages IT with a Business Perspective

EL AL, Israel’s national airline and an IATA‑ranked efficient carrier, faced rising IT complexity from virtualization and rapid online growth. Its IT organization struggled to manage 230 business services across a fragmented infrastructure: alerts didn’t show real business impact, time-to-repair was long, and manual service mapping was slow, inaccurate and labor‑intensive (taking over a week per service).

Deploying ServiceNow ServiceWatch gave EL AL an automated, top‑down service map and a single‑screen health dashboard (initially mapping 60 critical services with plans to add ~200). The solution slashed service‑modeling time to hours, improved visibility into business impact, reduced time to isolate and resolve problems, increased service availability, and enabled prioritization of IT work based on business impact.

El Al Airlines

Michel Soto

Monitoring & Control Department Manager