Planning a Successful SMAX to ServiceNow Migration – What Works?
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8 hours ago
Hello,
We are in the process of migrating our ITSM platform from OpenText SMAX to ServiceNow, and I am part of the core team responsible for ServiceNow platform configuration, ITSM implementation, and migration readiness.
I am looking to learn from others who have executed SMAX-to-ServiceNow or similar tool migrations, particularly in areas like CMDB mapping, ticket history migration, workflows, and service catalog transition.
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4 hours ago
Hello @NowWithAvi ,
I have hands-on experience with data migration from Cherwell to ServiceNow.
One recommendation from my experience is to avoid migrating live tickets on the Go-Live date. Do not shut down SMAX and go live with ServiceNow on the same day.
Instead, migrate all historical data beforehand, and once ServiceNow is live, ensure that all new tickets are created directly in ServiceNow. The live tickets in SMAX can be migrated to ServiceNow on a scheduled basis after they are closed.
This approach helps avoid unnecessary complications on the Go-Live day, allowing you to focus on other critical activities rather than troubleshooting data migration issues.
If it is necessary that you need to transfer Live tickets, take a double check on the SLAs as these may send immediate emails to the Agents, which have may have already sent by SMAX previously.
If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin
