Jabil depends on IT to deliver key capabilities that support thousands of customer engagements
As a leading global manufacturer, Jabil helps customers turn groundbreaking ideas into successful commercialized products. The company prides itself on its innovation, market expertise, and engineering excellence, which make it a trusted partner for companies that need to solve complex, industry-specific challenges.
IT plays a critical role in the value that Jabil delivers to its customers. Its business units depend on IT to deliver key capabilities that underpin thousands of customer engagements across design, development, manufacturing, delivery, and support. Servicing these business needs is a top priority for IT, requiring close cooperation, responsiveness, and reliable execution.
For Jabil’s IT team, effective project portfolio management is critical to meet these demands
That’s why project portfolio management (PPM) is a core focus for Jabil’s IT team. It needs to effectively manage its project lifecycle from initial demand through to resourcing and program management. Rather than accepting the status quo, IT is constantly looking to strengthen its PPM processes, driving better outcomes for Jabil’s business and customers.
As part of this commitment to world-class program management, Jabil’s IT team recently decided it needed to replace its legacy PPM systems.
The company’s legacy PPM tools were fragmented, inflexible, and difficult to maintain, resulting in inefficiencies and data quality issues
Lori Medeiros, Jabil’s Global IT PMO Director, says. “We had outgrown our existing system. Or rather, systems. We had one tool to handle demand workflows—approvals and so on—and another one to manage our projects. And, because the two didn’t talk to one another, we needed a third system for end-to-end reporting. That caused us all sorts of issues. For instance, our project managers had to cut and paste demands into projects once they were approved, which was a waste of time. And, with multiple systems linked by manual processes, we were concerned with maintaining data quality.”
Egbert Ortega, Senior IT Project Manager at Jabil, talks about other issues with the company’s IT PPM tools. “Our demand workflows are quite complex, and the workflows need to be constantly updated to match growing business needs. Creating these workflows in our existing tool was very difficult, and they were hard to maintain. We had similar issues with our project management tool—we needed to extend it to meet our requirements, but there was no way to make these changes ourselves. Instead, we had to put in feature requests to the vendor, which could take up to a year to complete. In the meantime, we were forced to put in manual workarounds, which of course heightened data quality concerns.”
Jabil’s IT team leveraged ServiceNow to unify its PPM processes, increase flexibility, and make things easy for its business partners
To address these issues, Jabil’s IT team needed a single platform that combined demand and program management capabilities with a flexible, easy-to-use workflow engine and end-to-end reporting. It also wanted to be able to extend the platform by itself, rather than having to rely on the vendor.
Jabil chose ServiceNow. “We already used ServiceNow for IT service management, so it was an obvious choice,” Lori explains.