The Company
Philip Morris International (PMI) is one of the world’s leading international tobacco companies, with products sold in more than 180 markets globally. 6 of the top 15 cigarette brands are PMI’s. Headquartered in New York City and listed on the New York Stock Exchange (NYSE: PM), the American company has a workforce of over 71,000, with around 1,000 employees in its IT departments. Since 2016 the company has undergone an ambitious shift toward smoke-free products.
The Choice
ServiceNow expertise combined with knowledge of Organizational Change Management
Philip Morris came to GuideVision because it sought to replace another IT company in its ServiceNow implementation. GuideVision’s deep understanding of ServiceNow and workflow were decisive factors in the move. The GuideVision team worked closely with PMI to pursue Organizational Change Management along with improvements to processes and workflow, which were then reflected in their ServiceNow implementation.
One goal was to implement ServiceNow features “out-of-the-box,” meaning that functionality is provided with minimal alteration. This results in easier maintainability, improved performance and faster upgrades, as well as lower related costs in the future. Another key requirement was to integrate ServiceNow with Microsoft Teams and the JIRA ticketing and project management platform.
The Challenge
Taking over implementation, but then identifying process improvements
When GuideVision took over the project very quickly from the previous provider, one team leader described it as ‘jumping on a moving train.’ While the initial challenge - to take over the project and maintain its momentum while reducing the backlog of tasks - was accomplished quickly, GuideVision’s business consultants saw that there were also ways to combine and connect together PMI’s processes related to IT service management. PMI management proved to be an open and agile partner in implementing these improvements.
The Results
A more responsive workflow, powered by integrations with key platforms
With its new IT service management system in place, PMI is able to handle hundreds of requests per week. Everything is being managed as it should, and IT service requests are acted upon rapidly and with greater quality. Integration between ServiceNow and the JIRA software development and collaboration tool was built in the project and enables employees to make IT service requests in PMI’s new ServiceNow system. Then the IT team is able to manage the requests in JIRA. The project’s roadmap also includes some interesting new features, including integration of Microsoft Teams with ServiceNow to provide even better service.
Key Highlights
The Client: A global leader in tobacco, Philip Morris International has improved its IT service management by implementing ServiceNow and integrating it with some of its other key software platforms. GuideVision took over the technical implementation, and then suggested improvements to processes and workflow that were reflected in PMI’s ServiceNow instance. Organizational Change Management played a key role in ensuring the successful adoption of the new system.
Headquarters: New York City, with a major branch in Switzerland.
Industry: Tobacco products, with an ambitious shift toward a smoke-free future.
Geographies: Global, with products sold in more than 190 markets worldwide.
Employees: More than 70,000 employees
ServiceNow Partner: GuideVision
