Case Study: European Space Agency achieves unified global service management and 80% self-service with ServiceNow

ESRIN unifies global services supporting mission-critical space exploration programs

ESRIN, the European Space Agency’s Centre for Earth Observation in Frascati, Italy, manages mission-critical satellite operations and the world’s largest environmental data archive for Europe and Africa. With 2,200 staff and more than 20 contracted suppliers supporting users and infrastructure, ESRIN struggled with fragmented service delivery, no end-to-end view of requests and incidents, lengthy contractor transitions, and time-consuming manual reporting.

ESRIN implemented ServiceNow’s Now Platform and ITSM to unify internal and contractor processes, launch the TellUs self-service portal (backed by a CMDB of 3,500+ CIs), and automate workflows and dashboards. The change standardized requests, incidents, and changes across providers, cut contractor onboarding from months to weeks, eliminated manual reporting, and shifted self-service use from 50:50 to about 80:20—handling roughly 12,000 requests a year and giving managers real-time insight and greater control.

European Space Agency

Mats Önnestam

Service and Configuration Manager