Case Study: Bristow Helicopters achieves standardized global service management and faster change control with ServiceNow

Fast-growing Helicopter Company Manages Change and Drives Services with ServiceNow

Bristow Group, a leading helicopter services provider to the global offshore energy industry with 60+ locations in about 23 countries, was growing rapidly but hampered by a lean, distributed IT organization and an aging homegrown ITSM tool. The company lacked standardized processes, change control and meaningful metrics needed to support major transformation initiatives across operations, finance and maintenance.

Bristow quickly adopted ServiceNow—starting with Incident and Change Management and a Knowledgebase—after defining processes first, then configuring the platform. The rollout produced global standardization, automated task assignment and change oversight, a service catalog and asset repository, and clear metrics (about 2,200 requests/month), while extending service management to HR, facilities and fleet support and enabling faster onboarding and continued innovation.

Bristow Helicopters

Adil Ahmed

Director of Knowledge Systems, Bristow Group