COMMON business challenges addressed by itsm bridge


 
 
 

Re-platforming

If your Service Management application server has been heavily customised over the years then it may be a good time to re-platform. This is also a great opportunity to purge any un-wanted data and start off on a clean build with just the data required for on-going operations.

Use ITSM Bridge pre-defined migration templates to migrate selected data and attachments between ServiceNow instances or between BMC Remedy servers.  In particular:

  • Organisation Data, Knowledge Articles, CMDB, Service Catalogs and selected transaction data (e.g. open tickets or all tickets since a specified cutoff date) etc.;

  • Workflow Definitions and In-flight workflow attached to requests;

  • ITBM data including Portfolios, Programs, Projects, Demands etc.;

  • Custom Applications;

  • Analyse and report on differences between current and OOB platform to highlight customisations (see Analyse and Compare Instances);


 
 
 

Migrating to the cloud

If you have an on-premise Service Management application that you want to move to the cloud then ITSM Bridge can help.

Use ITSM Bridge pre-defined migration templates to migrate selected data and attachments from on-premise to your cloud platform.

  • Organisation Data, Knowledge Articles, CMDB, Service Catalogs and selected transaction data (e.g. open tickets or all tickets since a specified cutoff date) etc.;

  • Workflow Definitions and In-flight workflow attached to requests;

  • ITBM data including Portfolios, Programs, Projects, Demands etc.;

  • Custom Applications;

  • Analyse and report on differences between your on-premise and cloud platforms to highlight customisations (see Analyse and Compare Instances);


 
 
 

Customer On-boarding

If you’re a managed service provider (MSP), on-boarding new customer data can be a time-consuming manually-intensive exercise especially if your customer data needs to loaded from a different system. ITSM Bridge can help to accelerate this process by providing an automated interface between a suite of legacy systems and your latest Service Management platform.

ITSM Bridge provides:

  • Pre-defined migration templates for the most common data-sets and legacy-new system translations;

  • Direct API-connections between source and target with no intermediate data-store;

  • Best-practice automated delivery to your target platform using the latest APIs;

  • Full visibility and detailed reporting on all data loads;

  • Suite of conversion functions to convert data-types from legacy systems to required format without the need for custom development;

  • Proven track record of accelerating data delivery from a range of legacy source platforms;


 
 
 
 

Migrating to a dedicated instance

If you’re a managed service provider (MSP), you may find that one or more of your tenants have requirements that are unique to them and should not apply to the platform as a whole. In this situation it makes sense to move them to their own dedicated instance.

ITSM Bridge provides pre-defined migration templates to simplify the extraction and delivery of customer-specific data:

  • migration of Organisation Data, Knowledge Articles, CMDB, Service Catalogs and selected transaction data, e.g. open incidents, problems, changes, requests or all such tickets since a specified cutoff date, selected for a specified customer/tenant;

  • migration of Workflow Definitions and in-flight workflow related to transactions for your specified customer/tenant;

  • migration of ITBM including Portfolios, Programs, Projects and Demands for specified customer/tenant;

  • migration of reports, notifications, custom business rules, client scripts etc that do not exist on the OOB target platform;

  • Full visibility and detailed reporting on all migrated data;

  • Analyse and report on differences between your source and target platforms to highlight customisations (see Analyse and Compare Instances);


 
 

Migrating from legacy platforms

Migrating data from your legacy Service Management platform is often over-looked or ignored because it can be an extremely time-consuming, manually-intensive and costly exercise. Fortunately with ITSM Bridge, you can eliminate most of the manual work and accelerate the migration to the point where it becomes a viable and cost-effective option, saving up to 90% of the effort* typically required to deliver the same results using a purely manual approach.

Taking a pragmatic approach, we recommend migrating over legacy data that has long term intrinsic value such as Knowledge Articles, Service Catalogs and CIs/Asset Data although we do provide migration templates for all transaction data as well if required for trend-analysis reporting.

In particular ITSM Bridge provides:

  • Support for migrating from BMC Remedy, Sharepoint 2010, Clarity and any applications running on either SQL Server or Oracle;

  • Pre-built migration templates for OOB applications including data-type conversions and value conversions for fields that have different sets of values on source and target applications such as Status;

  • Support for migrating attachments;

  • Support for migrating audit logs/journal fields;

  • Full visibility and detailed reporting on all migrated data;

  • Option to restrict migration to specific sets of data based on customer, date-range, status or any source field;

  • Option to migrate all data with immediate cutover OR run initial migration followed by delta migration of updated records where systems need to be run in parallel for a period of time;

* Based on customer feedback in 2018


 
 
 

Analyse and Compare Instances

In situations where customisations have taken place of a period of time, its not always clear what the differences are between your current production instance and the latest OOB version.

Fortunately you can use ITSM Bridge to generate a customisable report on the differences between your source and target environment so that customisations are easy to identify.

  • Compare current ServiceNow production instance with OOB instance;

  • Compare production ServiceNow instance with Test or Development instances;

  • Filter results and feed into ITSM Bridge Design environment to assist with migration planning;

  • Compare BMC Remedy production server with OOB server;

  • Download results into a spreadsheet for further analysis or sharing;