Philips

Philips challenge

Philips is a global leader in healthcare, lighting and consumer lifestyle products, delivering people-centric, innovative products, services and solutions through the brand promise of "sense and simplicity". To deliver this promise across the business, Philips’ IT organization identified specific areas for improvement:

IT maintenance was spread across the various business units minimizing control and transparency;
Sensitive data had to be transmitted to the central IT support system which compromised security;
Thee was no reporting tool available for maintenance incident analysis;
It was difficult to manage changes and quickly resolve service issues; and
The resultant shared service was inefficient

Solution

To support the improved service management process, Philips upgraded to use ServiceCenter 5.1 to enable more efficient management of organisational changes and to provide a simplified maintenance environment. The application, available via the web, enables a smoother and easier to use service. ServiceCenter delivers:

An automated service management processes for incident, problem, change, configuration, availability, release, contract, catalogue-based requests and service level management;
Built-in workflows to document, route and escalate issues for IT service management processes; and
An open architecture and web-based framework that is easy to deploy and mange

Business Advantage

ITIL-based best practices and a highly scalable service-oriented architecture that offers consistent, integrated processes throughout the Philips IT organisation;
Improved flexibility when deploying resources;
Increased transparency of IT services and maintenance issues enables proactive service management and reduced downtime;
Philips found the number of calls to the service desk increased as customers are now able to find information on the ServiceCenter, resulting in improved business efficiencies;
IT systems and processes are better managed and more efficient; and
Less resource is required to manage the software environment as the business now knows where and when resources should be deployed.