ITSM Migration: 3 Key Factors for Success

Migrating away from an antiquated ITSM platform, or from a complex and costly system is a common desire for many IT leaders. Yet, the project may seem too daunting, the search overly time consuming and the actual migration out of reach. For those that do make the move, the drive for change usually comes down to one key factor: the pain has become too great. 

This could be the pain associated with using a system that is heavy on admin requirements, that needs technical resources to build automation and workflow, or it could be that the platform simply does not offer enough to reach the level of service desired. For instance, it may not offer a self-service portal or the knowledge base may be missing, or perhaps you want a more complete platform that incorporates all of the elements of ITIL such as change management. 

ITSM system migration does not need to be an ordeal, and you do not need to live with a platform that is not meeting your needs or your budget. Here are three factors for migration success: 

  1. Look for a full-service vendor that offers technology and migration services: What resources will you need to migrate the platform? What services does the vendor offer? Many vendors will leverage a third party to do the services, and this can add to the cost and complexity of a migration. With a full-service vendor, you can benefit from the best practices and deep expertise of the implementation team.
  2. Evaluate the requirements for ongoing administration: A driver for change is that the system you use today is overly complex, it may require technical resources to create automations and workflows, or it may be too rudimentary thus requiring multiple platforms and therefore increased drain on IT resources for the ongoing care and feeding of the system. Look for a system that is codeless and highly configurable. This will also allow you to implement and be up and running quickly. Then over time, you can incorporate more and more automation and workflow as you can do this without deep technical resources. 
  3.  Be sure that you have room to grow into full enterprise service management: Enterprise Service Management is fast growing, and with an easy, codeless platform, the ability to quickly spin up new apps makes the adoption rapid. Groups like HR, Marketing and Facilities will be able to easily benefit from a single platform without the need for technical resources. If your vendor partner offers online training and tutorials, these groups can become self-sufficient, with segregated admin functions. This means that you do not need to constantly tweak or configure their applications. 

Three Stories of Fast & Easy Migrations

  • Read how Cornell migrated from Remedy to TeamDynamix. 
  • Learn how Elon migrated from Cherwell to TeamDynamix. 
  • Check out how SUNY Brockport migrated from ServiceNow to TeamDynamix. 

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