Customer Service Automation · IT Operations Automation
Amadeus needed a cloud-ready service backbone that could expose its sprawling technology estate, unify customer support across multiple tools, and speed data access for a travel platform whose outages and delays directly affect global travelers.
Reported impact
Amadeus improved SQL response times by 45%, built a CMDB with more than 30 million items, deployed RaptorDB Pro across over 10 instances in under four months, replaced four incident tools with one customer portal, and created a faster, more consistent support path for its global travel customers.
Amadeus uses ServiceNow as a digital backbone for both cloud operations and customer service. IT Operations Management Discovery gives initial visibility into a complex environment, while the Configuration Management Database stores more than 30 million configuration items, dependencies, and relationships so event management and AIOps can pinpoint failures faster. On top of that foundation, Customer Service Management replaced four separate incident tools with one portal that hides back-office complexity from airlines, airports, hotels, and other travel customers while still routing specialized work internally. RaptorDB Pro accelerates SQL response times and real-time reporting across more than 10 ServiceNow instances, improving how quickly the platform serves both employees and travelers. Amadeus is also layering in Technology Provider Service Management to automate B2B order orchestration and lifecycle workflows across catalogs, pricing, and fulfillment as cloud migration and service scale continue.
Discovery data from IT Operations Management populates the CMDB, where Amadeus maintains service relationships and event context for cloud operations. Customer requests then enter a single CSM portal, while RaptorDB Pro accelerates the platform's underlying data retrieval and TPSM orchestrates downstream order and fulfillment workflows across B2B services.
After mapping its cloud migration with IT Operations Management, Amadeus unified its customer service on ServiceNow Customer Service Management (CSM).
By deploying RaptorDB Pro across more than 10 instances in less than four months, Amadeus has achieved a 45% improvement in SQL response times.
ServiceNow IT Operations Management Discovery provides initial visibility into Amadeus' complex IT environment; ServiceNow Configuration Management Database (CMDB) has built up a library of over 30 million items, their dependencies, and relationships.
Technology Provider Service Management (TPSM) empowers Amadeus to streamline complex B2B service operations by automating order orchestration and lifecycle workflows across product catalogs, pricing, and fulfilment.
Where there were four tools to process incidents, now there is one.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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