Guidance Notes for MIGRATING FOUNDATION DATA FROM BMC Remedy to Service NOW


ITSM Bridge can be used to migrate data from any BMC Remedy application to Service Now.   These guidance notes relate to the migration of Foundation data only (recommended prior to the migration of other applications such as CMDB, Knowledge or Service Request Definitions)

There are 2 versions of the migration, the first one is certified by ServiceNow and utilises the ITSM Bridge Remedy Migrator application which is available on the Service Now store.

The second is uncertified and allows additional forms/tables to be added to the migration as well as custom fields.  This version requires administrator level access to your Service Now instance.

Both versions migrate data (including all attachments) to/from the following tables:

Companies, Locations/Sites, Departments, Cost Centers, Users, Groups, User Roles, User Group Members, Model Categories, Product Models 

Best Practice Guidelines:

1. We recommend that you use this migration tool on a non-production instance for first use.  If using with a production instance we recommend that you take a full back-up of all foundation data prior to migration. In the unlikely event that you need to restore to a pre-migration state, you should have a reliable data backup to restore from;

2. No more than 50,000 case records should be migrated in a single execution run.  You can use the Source Count button on the Source Filtering tab on each mapping to check the record selection total then modify the Filter By Query if necessary to reduce the record count.  Refer to the Product User Guide for more information (Help->User Guide menu in ITSM Bridge client);

3. Before each subsequent execution, use the Service Now 'Clean Import Sets' function to remove previous import set data before running the application again;

4. If you are migrating data into a domain separated instance and you want all the source data to be migrated to a single domain then the you must connect to the target instance using a user which belongs to the same domain (in step 6 below)

implementation Notes

Step 1: Activate the 'Insert Multiple Web Service' Plugin on your instance if not already active.  This will improve the performance of the data migrations for large data sets.



Step 2. If using the certified version, download the ITSM Bridge Remedy Migrator application from the ServiceNow store, otherwise skip to step 3

Step 2a. Create a non-Admin ServiceNow user account for running migrations.

Step 2b. Add the role x_semai_r2sf.user to this user account.

Step 2c. If you want to migrate groups and user/group membership data then you must edit the role x_semai_r2sf.user in Service Now and add the contained role user_admin

Step 2d. If you are installing on Kingston then edit the role x_semai_r2sf.user in Service Now and add the contained roles user_admin and itil

Step 3: Check that you have the latest version of Java installed on your local machine; you can download the latest version from here:

Step 4: Install, launch and license ITSM Bridge v3.6.x or later on your local machine; Download from here

Step 5: From ITSM Bridge select File->New Project from Template->Remedy->Service Now then select one of the following templates:

Foundation (Store):  Certified version which requires non-Admin user access with the ITSM Bridge r2fs role (x_semai_r2fs.user)

Foundation (Full): Uncertified version which requires Admin user access and gives full access to create new data mappings or custom fields.


Step 6: Complete the fields on the new project connection window:

Project Name:  {Enter a name for your new project}

Location: {Browse for your preferred location or use default}

Source Server Type: Remedy

Target Server Type: Service Now

Source Connection Server Name: Enter the name or IP address of your BMC Remedy server;

UserName/Password:  Enter your BMC Remedy Administrator username and password;

Port: Enter the port number if required to connect to your BMC Remedy server;

Target Connection Server URL: Enter the URL for your Service Now instance;

Username/Password: Enter the username and password (user created in step 2 for certified version or admin user for Full version)

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Step 7: Use the test buttons to test connectivity, then click on the Save Authentication check-boxes to save the login-details; click on Create to create the project.

Note: You must have network access to your Service Now instance from your client machine over web-services. If necessary adjust your firewall settings to allow web-services to send/receive messages.  By default web-services uses network port 443 to connect.  You must also have network access to your Remedy server.

Step 8: Once the project is opened, select View Mappings List from the Project Menu;  This displays the full list of pre-defined table mappings for this project like this:

Remedy Migrator Screenshot.png

Step 9: Review the table mappings to ensure they meet your requirements.  In particular:

On mappings 6 & 7 (Users): For security reasons, passwords cannot be migrated from Remedy to Service Now.  However, the source field and password fields on the User record in Service Now are set to the encrypted text from the legacy password to ensure that the user account is created securely.   If necessary, this can be emailed to the user when the record is created. When the user logs in to Service Now for the first time they are forced to set a new password.  Review and modify if necessary;

On mapping 9 (Employees role (itil): All user records classified as employees or contractors in Remedy are given the 'itil' role in Service Now;  Modify or disable if necessary;

On mapping 11 (Functional Roles): Users are given Service Now roles that are based on the functional roles defined for each user in Remedy.  There are 33 mapped values defined against the temporary variable field called Snow Functional Role. Review these and modify or disable if necessary;

On mapping 12 (Model Category): Model Categories are based on the Product Catalog in Remedy.  The migration creates one record for each CI Type in Remedy and removes the BMC_ prefix.  The category value is then used to support the product model migration (mapping13).  Review both mappings and modify or disable if necessary;

Consult the Product User Guide (under the Help Menu) or visit the customer support portal at if you need help making changes to the default table mappings;

Step 10: Select Execute from the Project Menu then enter values for the following:

Single Company: TRUE/FALSE; Set TRUE if you only want to migrate data relating to a specific company;

Company: The name of the company if Single Company is TRUE, otherwise set to ALL;


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Note that the total number records migrated in a single execution should not exceed 50,000.  You can use the Source Count button on the Source Filtering tab on each mapping to check the record selection total then modify the query if necessary to reduce the record count.

Step 11: On the Migration Options Tab, set the Migration Method to Import Set or Import Set no Business Rules, (running with no business rules is generally faster than without);

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Step 12: On the Advanced Tab,  if you are using the certified (Store) version, set the Import Set Application to 'ITSM Bridge Remedy Migrator' and leave the 'Allow Import Set Web Service Synchronisation unchecked.

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If you are using the Full version, set the Import Set Application to 'global' and select 'Allow Import Set Web Service Synchronisation'

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Step 13: Click Execute and confirm execution when prompted.

Post Migration Activities

1. The progress of the migration is displayed in a separate window at the bottom of the screen.  After migration is complete, open the migration report from the Report menu to view details of which records were migrated for each table mapping.

2. The ITSM Bridge Remedy Migrator application includes menus that provide access to the Import sets and Transform Maps used during the migration process. If you want the user with the custom role x_semai_r2fs.user to have access to these, then you must add the roles import_transformer and import_set_loader to the x_semai_r2fs.user role.

Supplementary Notes

Due to restrictions on access to Group records in Service Now, this table is populated using a direct update method which is not currently certified by Service Now.  There is no import set or transform map for this table. 

For more information or assistance visit our customer support portal at

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