Need your help to provide steps for Migrating Remedy to Service Now

[mysnow]

Hi Experts/All,

We will be planning to migrate BMC Remedy and ITSM to Service Now in another few months.

It would be helpful for our team if some one can help us in providing the detail steps / cautions to be taken care for migrating BMC Remedy and ITSM to Service Now.

It would be great, if you can provide any documentation for migrating BMC Remedy and ITSM to Service Now.

Thanks,

Ramana.

[Mark Herring]

Hi,

You can use Precision Bridge to do this - https://precisionbridge.net

[edwardkester1]

This is a difficult process because you are going from a 'Tier' structure to a category/subcategory structure.   You need to evaluate how your existing process [system wide] will handle this change.   I have been through this before and the existing System Processes could   not handle the change and we ended up making ServiceNow 'look like Remedy' ... this is not a good thing to do.   Before you begin your data migration take a deep breath and discuss the System and System Processes then work from there.   It may be that you don't necessarily need to migrate all record but an alternative create a line in which all now records are created on ServiceNow and 'freeze' Remedy.   Then you would create a live link between the two systems [i.e., web service] for 'look up', etc purposes.

                Just some thoughts to chew on,

                                          ed

[thedexman]

I went through this process just over 3 years ago after having been on Remedy for 15+ years.   I can empathize with edwardkester as we made the same mistake.   This was a necessity in our case as we had a hard constraint to complete the project in a matter of only a few months.   I am still unraveling some of those decisions.   As we had Remedy for such a long time, many of our processes where built to support the functionality, or lack thereof, within the system.    

• Remedy Data -
  • we kept a copy of the database online for reporting purposes.   No application or server, just the raw oracle db.   Our reporting team periodically get requests for old data and will go to this source to retrieve.  
  • We kept the Remedy system live for a period of 60 days after go-live of Service-Now.   We created workflow to prevent any new records from being created.   This allowed teams to close out in-flight issues, problem, changes, etc.
  • Once we turned off Remedy, teams that had open tickets had to manually re-create them in Service-Now.   This provided the required motivation to close out those old issues.
  • I exported all the attachments from Remedy (requires doing this before you shut it down) and stored in external file system. Also built a link between that system our reporting tool so if a person had a name, ticket number, or other key value it was easy to look up data.

If I had to point out one lesson learned, and if we had the time during our project - Listen to your implementation team!   After being on the Remedy for so many years, while a few of us truly understood the seismic shift occurring, most people with simply needed to have comfort in what they understood and knew.   The transition to a new platform and changing processes at the same time was not an option.   If your implementation team says to you "Are you sure you want to do that?", that should set off bells and whistles.   We had the question asked to us several times but time constraints did not allow us to listen.   If you have the time and the executive sponsorship then do not rebuild Remedy.   Move the out of box processes supported as much as possible and then start making changes.   Do not make changes to the system before you and your audience fully appreciate the differences.  

Good luck!

[Nik15]

Hello All,

If you are considering Migration from BMC Remedy to ServiceNow or from your legacy ITSM to ServiceNow, we have recently published simplifies process for seamless migration; 

https://www.softwebsolutions.com/resources/migration-to-servicenow.html

We have not kept it too technical, but this is foundation of Migration to ServiceNow 😄

Hope this would be helpful!

Best, Nik

[markherring]

Hi Ramana,

Yes you can do this using ITSM Bridge - see itsmbridge.com  It has pre-built migration templates for migrating foundation data, cmdb, knowledge, incident, problem, change etc. Auto-creates all the required import sets and transform maps for you.

Regards

Mark