Case Study: NATS achieves a zero-incident culture and sub-5-minute incident resolution with ServiceNow

NATS moves to zero-incident culture using ServiceNow

NATS is the UK’s leading air traffic control provider, managing nearly 2.5 million aircraft and 200 million passengers from Swanwick and other UK sites. As a 4,500-employee, safety‑critical organisation responsible for the world’s most complex airspace, NATS faced ageing, siloed systems that risked outages, long incident resolution times and slow engineering validation—threatening passenger experience and operational safety.

NATS implemented ServiceNow’s Now Platform (ITSM, ITOM, Performance Analytics and Operational Intelligence) to create a single‑pane‑of‑glass Service Operations Management architecture. The unified view and machine‑learning anomaly detection let teams predict and remediate issues before they impact controllers, cut P1 incident resolution to under five minutes, halve engineering validation time to six months, and improve overall service availability and safety.

NATS

Jamie Mead

Service Delivery Manager