Global Migration System using Agile Methodology: Case Study ServiceNow Version from Vancouver to Washington in Multinational Tobacco Company

Abstract

This study employs a qualitative case study approach based on project documentation, issue tracking logs, sprint reports, and communication records to examine the application of Agile methodology in a global ServiceNow system migration from the Vancouver to Washington release within a highly regulated multinational tobacco company. The migration involved 1,527 globally distributed team members and required coordinated execution across multiple regions and time zones. Agile’s iterative and collaborative approach enabled continuous feedback, cross-regional coordination, and effective management of migration complexities throughout the upgrade process. During the migration, a total of 119 issues were identified and resolved across multiple testing phases, with only six issues (approximately 5%) affecting the production environment. This outcome indicates strong risk containment during pre-production validation stages. The findings demonstrate that Agile governance mechanisms such as iterative sprint cycles, backlog prioritization, and continuous cross-regional communication can support operational continuity and issue containment during large-scale enterprise platform upgrades. This study contributes empirical insights into the role of Agile governance in enterprise-scale ITSM platform migration and proposes an Agile-based global system migration framework that can help organizations mitigate operational risks during complex system upgrade initiatives.