Case Study: National Apprenticeship Training Scheme achieves near-zero engineering incidents and halves onboarding time with ServiceNow

National Apprenticeship Training - Customer Case Study

NATS, the UK’s air traffic service managing about 2.5 million aircraft and 200 million passengers, faced growing complexity as air travel increased. Legacy IT and fragmented monitoring across 170 screens led to delays, cancellations and a high risk of engineering incidents, so the organisation set out to manage services rather than infrastructure and pursue a zero‑incident culture.

NATS implemented the ServiceNow platform—using ITOM and Operational Intelligence with machine learning—to provide a single pane of glass that detects anomalies and automates remediation before services are affected. The change reduced time spent chasing alerts, halved Engineering Validation onboarding from 12 to 6 months, reduced reliance on low‑level command‑line skills, and secured capacity so flights and passenger experiences are protected while providing a scalable foundation for future predictive operations.

National Apprenticeship Training Scheme