JELD-WEN Recovers ServiceNow Instance and Charts a New Course for the Platform and the Business

JELD-WEN Recovers ServiceNow Instance and Charts a New Course for the Platform and the Business

JELD-WEN is one of the world’s largest manufacturers of windows and doors headquartered in Charlotte, North Carolina. The company operates more than 120 manufacturing facilities in 19 countries with 20,000+ employees. They had become an early adopter of ServiceNow and used the following apps: Global Ticket (custom), Incident, Problem, SDLC (custom), Request, Change, Release, Portal, Knowledge, CMDB, Reports, and Integrations.

The Challenge

Like many early customers, the ease and flexibility of ServiceNow allowed JELD-WEN’s system to become heavily customized and to veer outside of best practice design. Over time, stakeholders within the business found that these early decisions left them in a position that made it difficult to enable additional suites and almost impossible to upgrade.

Facing these obstacles, JELD-WEN decided to make a critical decision – either invest in a reboot of their ServiceNow instances or look for a new ITSM solution. With either path, JELD-WEN had common business goals:

  • Adopt consistent ITIL processes and simplify the existing ITSM operating model globally
  • Re-establish core IT processes on a platform utilizing industry best practices
  • Maximize scalability and enable future expansion of functionality in an iterative manner

The Approach

To make an informed decision, JELD-WEN reached out to Milestone in 2016 to review the state of its instances, assess the existing business processes, and provide guidance on the benefits and risks that would come with either option. We completed the initial assessment and produced a strategic roadmap for advancing the platform. Based on a collaborative review of our findings, Jeld-Wen made the decision to recommit to ServiceNow and invest in a re-implementation of its instances.

The Implementation

Because of their successful partnership during the assessment, JELD-WEN engaged Milestone to return and lead the re-implementation project in 2017. It was critical to adhere to best design practices and avoid building the same problems back into the system. We provided the insight and experience to keep the project scope on track and push back on custom requests. The final go-live design supported a path where JELD-WEN is positioned to expand into the platform, upgrade easily, adopt new features, and increase the utility of its instances.

Throughout the project, We used the output of the assessment to guide additional opportunities for improvement. This led to a revamp of existing process flows which provided needed standardization and simplification across the US (East and West Coast), Australia, Germany, France, the UK, and other locations. We also implemented complex reporting to satisfy JELD-WEN audit and compliance needs.

Just prior to going live with the new instances, JELD-WEN requested that legacy data migration be added to the scope. The Milestone ServiceNow team was able to accommodate this request and accomplished this migration in half the time it would normally take.

To ensure strong adoption across the enterprise, We delivered six global training sessions. We also provided training materials and recordings to be available for future training and to ensure consistent use of the platform moving forward.


The success of the re-implementation project has enabled JELD-WEN to realize significant productivity and efficiency gains through process simplification and standardization.

Partnering with Milestone has helped us improve our business. We had a clunky, inefficient ticketing system and the Milestone team made good recommendations for how to improve it. They did a good job of pushing back when we tried to implement things that were not best practice. The most important outcome is that now the JELD-WEN IT team has the expertise to continue with future phases.

—Daniel Perriton, IT Process Manager, JELD-WEN


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