Salesforce ITSM to ServiceNow ITSM migration

[manojsharma369]

Hello New Delhi SNUG,

I am looking for a solution deck for Salesforce ITSM to ServiceNow ITSM migration which should have required phase and activities, migration approach, challenges (considering both tools base data/logical architecture), integrations and other necessary activities.

Any help is highly appreciated. Thanks

Regards,

Manoj Sharma 

[Ratnakar7 · Accepted solution]

Salesforce ITSM to ServiceNow ITSM Migration – Solution Deck

Agenda

1. Business Need for Migration
   
   
2. Tool Comparison: Salesforce ITSM vs ServiceNow ITSM
   
   
3. Migration Objectives
   
   
4. Migration Phases & Activities
   
   
5. Data & Process Mapping
   
   
6. Migration Approach
   
   
7. Integration Strategy
   
   
8. Challenges & Mitigation
   
   
9. Testing & Validation
   
   
10. Go-Live Plan
    
    
11. Post-Go-Live Support
    
    
12. Key Recommendations

Business Need for Migration

• Improve ITSM maturity with scalable, best-in-class ITIL support
• Reduce TCO by standardizing on ServiceNow platform
• Enable advanced automation and AI/ML with ServiceNow
• Consolidate scattered IT processes into unified workflows
• Improve reporting, CMDB visibility, and integrations

Tool Comparison – Salesforce ITSM vs ServiceNow ITSM

Feature	Salesforce ITSM	ServiceNow ITSM
CMDB & Asset Management	Limited via 3rd party apps	Native, robust CMDB
ITIL Alignment	Partial (Custom-built)	Out-of-the-box ITIL v4-aligned
Incident, Problem, Change	Custom workflows or AppExchange	Fully integrated and native
Automation & Orchestration	Limited Process Builder/Flow	Flow Designer, RPA, IntegrationHub
ITOM, SecOps, GRC Integration	Not native	Seamless and extendable
Reporting & Dashboards	Basic + Einstein Analytics (paid)	Performance Analytics, Dashboards

Migration Objectives

• Migrate Incident, Change, Problem, Knowledge, CMDB (if present)
• Preserve history and audit trails (if required)
• Recreate or optimize business rules, notifications, workflows
• Integrate with existing tools: monitoring, AAD, Slack/Teams, etc.
• Ensure minimal disruption to business during cutover

Migration Phases

Phase 1: Assessment & Planning - Stakeholder alignment - Tool feature mapping - Inventory of existing records, processes, integrations - Gap analysis

Phase 2: Design - Define SN data models and flows - Design transformation mappings - Plan user roles, groups, ACLs

Phase 3: Build & Configuration - Setup ITSM apps - Implement workflows - Migrate knowledge articles - Rebuild rules & notifications

Phase 4: Data Migration - Extract via API/exports - Transform with ETL/MID - Import using Import Sets - Validate

Phase 5: Testing - Unit, system, UAT - Integration validation

Phase 6: Go-Live & Support - Final cutover - Training & communication - Hypercare

Migration Approach

• Wave-based or big bang
• ETL: Data Loader, Python, MID Server
• Use MID Server for secure fetch & transform
• Key considerations:

• ID Mapping
• State normalization
• Attachments
• Audit/history

Integration Strategy

Integration Area	Salesforce	ServiceNow Target
Authentication	SSO (SAML/OAuth)	SSO (SAML/Azure AD)
Monitoring Tools	AppDynamics/Dynatrace	Event Mgmt/ITOM
Email	Salesforce Email	SN Inbound Email Actions
Chatbot	Einstein Bot	Virtual Agent
3rd Party Tools	MuleSoft/API	IntegrationHub/REST

Key Challenges & Mitigation

Category	Challenge	Mitigation
Data	Field mismatch, formatting	ETL rules, mapping sheets
Workflows	Salesforce flows to SN flows	Rebuild in Flow Designer
Knowledge	Formatting, images	Convert to HTML, Knowledge Import
User IDs	Mapping Salesforce IDs to SN users	Mapping table + lookup script
Integrations	Authentication differences	Use IntegrationHub, OAuth setups

Testing & Validation

• Record counts and field accuracy
• Functional tests: incident creation, assignment
• Integration tests: API, SSO, notifications
• UAT with real data
• Regression testing on workflows

Cutover & Go-Live Plan

• Data freeze in Salesforce
• Final data load
• Access validation and ACLs
• Go/No-Go checkpoint
• Launch communication

Post-Go-Live Support

• Hypercare: 1-2 weeks
• War Room support and monitoring
• Real-time feedback loop
• Performance dashboards
• Continuous training

Key Recommendations

• Avoid 1:1 copy; redesign for SN best practices
• Use scoped apps and App Repo for reuse
• Plan for phased rollout if needed
• Engage business SMEs early
• Validate licensing tier alignment (ITSM Std/Pro/Ent)

[Ratnakar7 · Accepted solution]

Salesforce ITSM to ServiceNow ITSM Migration – Solution Deck

Agenda

1. Business Need for Migration
   
   
2. Tool Comparison: Salesforce ITSM vs ServiceNow ITSM
   
   
3. Migration Objectives
   
   
4. Migration Phases & Activities
   
   
5. Data & Process Mapping
   
   
6. Migration Approach
   
   
7. Integration Strategy
   
   
8. Challenges & Mitigation
   
   
9. Testing & Validation
   
   
10. Go-Live Plan
    
    
11. Post-Go-Live Support
    
    
12. Key Recommendations

Business Need for Migration

• Improve ITSM maturity with scalable, best-in-class ITIL support
• Reduce TCO by standardizing on ServiceNow platform
• Enable advanced automation and AI/ML with ServiceNow
• Consolidate scattered IT processes into unified workflows
• Improve reporting, CMDB visibility, and integrations

Tool Comparison – Salesforce ITSM vs ServiceNow ITSM

Feature	Salesforce ITSM	ServiceNow ITSM
CMDB & Asset Management	Limited via 3rd party apps	Native, robust CMDB
ITIL Alignment	Partial (Custom-built)	Out-of-the-box ITIL v4-aligned
Incident, Problem, Change	Custom workflows or AppExchange	Fully integrated and native
Automation & Orchestration	Limited Process Builder/Flow	Flow Designer, RPA, IntegrationHub
ITOM, SecOps, GRC Integration	Not native	Seamless and extendable
Reporting & Dashboards	Basic + Einstein Analytics (paid)	Performance Analytics, Dashboards

Migration Objectives

• Migrate Incident, Change, Problem, Knowledge, CMDB (if present)
• Preserve history and audit trails (if required)
• Recreate or optimize business rules, notifications, workflows
• Integrate with existing tools: monitoring, AAD, Slack/Teams, etc.
• Ensure minimal disruption to business during cutover

Migration Phases

Phase 1: Assessment & Planning - Stakeholder alignment - Tool feature mapping - Inventory of existing records, processes, integrations - Gap analysis

Phase 2: Design - Define SN data models and flows - Design transformation mappings - Plan user roles, groups, ACLs

Phase 3: Build & Configuration - Setup ITSM apps - Implement workflows - Migrate knowledge articles - Rebuild rules & notifications

Phase 4: Data Migration - Extract via API/exports - Transform with ETL/MID - Import using Import Sets - Validate

Phase 5: Testing - Unit, system, UAT - Integration validation

Phase 6: Go-Live & Support - Final cutover - Training & communication - Hypercare

Migration Approach

• Wave-based or big bang
• ETL: Data Loader, Python, MID Server
• Use MID Server for secure fetch & transform
• Key considerations:

• ID Mapping
• State normalization
• Attachments
• Audit/history

Integration Strategy

Integration Area	Salesforce	ServiceNow Target
Authentication	SSO (SAML/OAuth)	SSO (SAML/Azure AD)
Monitoring Tools	AppDynamics/Dynatrace	Event Mgmt/ITOM
Email	Salesforce Email	SN Inbound Email Actions
Chatbot	Einstein Bot	Virtual Agent
3rd Party Tools	MuleSoft/API	IntegrationHub/REST

Key Challenges & Mitigation

Category	Challenge	Mitigation
Data	Field mismatch, formatting	ETL rules, mapping sheets
Workflows	Salesforce flows to SN flows	Rebuild in Flow Designer
Knowledge	Formatting, images	Convert to HTML, Knowledge Import
User IDs	Mapping Salesforce IDs to SN users	Mapping table + lookup script
Integrations	Authentication differences	Use IntegrationHub, OAuth setups

Testing & Validation

• Record counts and field accuracy
• Functional tests: incident creation, assignment
• Integration tests: API, SSO, notifications
• UAT with real data
• Regression testing on workflows

Cutover & Go-Live Plan

• Data freeze in Salesforce
• Final data load
• Access validation and ACLs
• Go/No-Go checkpoint
• Launch communication

Post-Go-Live Support

• Hypercare: 1-2 weeks
• War Room support and monitoring
• Real-time feedback loop
• Performance dashboards
• Continuous training

Key Recommendations

• Avoid 1:1 copy; redesign for SN best practices
• Use scoped apps and App Repo for reuse
• Plan for phased rollout if needed
• Engage business SMEs early
• Validate licensing tier alignment (ITSM Std/Pro/Ent)

[manojsharma369 · Accepted solution]

Highly appreciated!! Thanks a lot for your quick response @Ratnakar7 . This will surely help me a lot. Grateful. Take care and keep in touch.