Migrate ITSM Records From and To ServiceNow Using HDM Service

Think you can benefit from having ITSM records such as Changes, Problems, and Tasks on your service desk? If you follow our blog, you probably know that recently we made the migration of such records possible from and to Freshservice. Well, we have more good news. As of today, you can seamlessly transfer your ITSM records to and from ServiceNow. Sounds appealing? Keep reading for more details.

What are Tasks, Changes, and Problems?

We understand, that it’s not a given for everyone to know what these records are, that’s why we’ll take some time to explain the notions for you:

Changes. Changes imply any modifications that affect the usual workflow of IT services. Essentially, with Change Management you get to control all the details while ensuring that the IT services are not significantly affected. A change request is followed by its almost immediate execution. Moreover, you get to specify some information, like the priority, the type of change, the risk, and other details, which is very beneficial to the say the least.

servicenow changes

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Problems. A problem is the cause of an incident – any unplanned interruption to an IT service. They are really important because with problems you can identify the root of the incidents and prevent them from happening ever again. With ServiceNow, you don’t have to manually create a problem, but generate it from the incident itself.

servicenow problems

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Tasks. A task is an extra insurance that the tickets, changes, or problems will be solved within the shortest period of time. In ServiceNow, there are different types of tasks and this specification certainly comes in handy.

servicenow tasks

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What we migrate

If you’re planning to import your ITSM records to ServiceNow, there’s no need to put off the migration date. With Migration Wizard, you don’t have to worry about leaving the data behind – our migration tool allows you to transfer such Help Desk Data: Ticket, Contacts, Organizations, Agents, Groups, Attachments, Public and Private notes, Comments, Custom fields.

And obviously, ITSM records. However, there are some peculiarities, depending on whether you’re migrating to or from ServiceNow.

During the import of ITSM records to ServiceNow, you can transfer:

  • Problems (Problems analysis cause, Problems analysis impact, Problems analysis symptoms, Problems Due date)
  • Changes (Changes planning reason, Changes planning impact, Changes planning rollout, Changes planning backout, Changes planned start date, Changes planned end date)
  • Tasks
  • Public and Private notes (the date and author will be placed before the note’s text), Custom fields, Attachments (for Problems, Changes, and Tasks)

During the export of ITSM records to ServiceNow, you can transfer:

  • Problems (Problems analysis cause, Problems analysis impact, Problems analysis symptoms, Problems Due date, Problems Created date, Problems Updated date)
  • Changes (Changes planning reason, Changes planning impact, Changes planning rollout, Changes planning backout, Changes planned start date, Changes planned end date, Changes created at, Changes updated at)
  • Tasks
  • Public and Private notes (the date and author will be placed before the note’s text), Custom fields, Attachments (for Problems, Changes, and Tasks)

If you have any question about what we’ve discussed so far, drop us a line and we’ll try to make things clear for you.

Note: You can only migrate ITSM records if such entities exist on both source and target platforms. If you’ve chosen Help Desk Migration for transferring your records, keep in mind that as of this moment Problems, Changes and Tasks is only possible in such cases - ‘ServiceNow to Servicenow’, ‘ServiceNow to Freshservice’ or ‘Freshservice to ServiceNow’.

Setting up the migration process

Thanks to our Migration Wizard, you can set up the whole process in just a few clicks. To initiate the data transfer from ServiceNow to ServiceNow:

1. Start by selecting the source and target platforms. Since this data migration is between two accounts of the same tool, select ServiceNow for both fields.

servicenow source platform

2. Then, provide the necessary credentials to establish a connection to our system. The credentials for ServiceNow include workspace URL, username, and password. Everything is highly confidential, so you don’t have to worry about filling in this data.

servicenow target platform

3. Select the records you would like to migrate to a new ServiceNow account. Normally, the table shows how the names of entities will change on a target platform, but in this case, they will remain the same.

servicenow to servicenow selecting objects

4. Right after you select all the needed records, a mapping page will open automatically. We advise our clients to pay attention to this process because this step has a lot of value. During the mapping, match the corresponding fields to each other to make sure you can easily locate all of the data in the target platform.

servicenow to servicenow mapping page

5. Start a demo migration. A demo is basically a smaller version of the Full Data Migration. During this trial, we take twenty random tickets and move them to your target platform. After this 5-minute process is over, you get to have a sneak-peek into how your data will look like on the new ServiceNow account. Even though you're migrating between the same service desk platform, spend some quality time checking if everything got transferred accordingly.

servicenow to servicenow demo results

6. Then, if you’re completely satisfied with the way the demo went, initiate Full Data Migration.

Ready to migrate?

We can hardly imagine anyone to stay indifferent when it comes to ServiceNow’s merits. So, if you’ve decided on a migration, feel free to contact our super-friendly support team. Make your business thrive with the help of HDM service.

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