Is Your Legacy Burden
Holding you Back?


Maintaining legacy ITSM systems may work in the short term but it taxes
IT resources and holds you back from innovation.

FIND OUT

Don’t Let Fear Hold
You Back

Fear of risk, lost time, and cost prevent teams from trading out legacy systems for more efficient, cloud-based systems. Overcome that fear by keeping these three things in mind:

OVERCOME

Accelerate Business by Transforming
IT Service Management

An agile, cloud-based solution is closer than you think. Use the following four steps to guide your ITSM migration.

START

Customer
Success

VISION TO REALITY

We had a 3-month implementation. I was expecting a year to 18 months from other vendors so [this] was extraordinary.

STEP ONE

Prepare

Lay the groundwork for your ITSM migration. This is an important step to get everyone’s buy-in and avoid the pitfalls of a scattershot approach.

Critical Elements

STEP TWO

Customer
Success

IDENTIFYING COMPLEXITY

Centrica’s existing ITSM system was so heavily customized and performance so bad that they couldn’t keep up with demand. To tackle this challenge, they identified core elements to keep, documented new processes to develop, and catalogued all of their integrations.

50% DROP IN PHONE CALLS FOR
STATUS UPDATES

400 HRS SAVED BY AUTOMATING
FULFILLMENT

STEP TWO

Discover

Next stop, discovery! Dig deep into your current state and desired outcomes. Ask questions to determine your current gaps and what needs to be done to extend service management.

STEP THREE

Customer
Success

A PHASED APPROACH

CESPA deployed the ServiceNow platform in three phases. Phase one replaced their legacy solution. Phase two refined deployed processes and implemented new capabilities. Phase three added asset, contract, and HR management.

29% REDUCTION IN INCIDENT RESOLUTION TIMES

11% INCREASE IN SERVICE LEVELS

STEP THREE

Implement

Next, decide if you’ll take an iterative or big-bang approach to implementation. A phased approach lets you validate as you go while a big-bang approach ensures everyone is on the new system immediately.

STEP FOUR

Customer
Success

IMPROVING USER EXPERIENCE

Standard Life consolidated and replaced disparate ITSM tools with ServiceNow. Previously, users had multiple touchpoints into the IT department delivering an inconsistent and poor experience. Now a single interface lets users do everything they did before – but way easier.

25% IMPROVEMENT IMPROVEMENT IN MEETING SLAs

INCIDENT LIST ITEMS REDUCED FROM 1,800 to 50

STEP FOUR

Operate and Transform

Implementation doesn’t stop after deployment. A successful transformation includes user training and dedication to drive the results and achieve your success metrics.

Communicate Often

Help users understand change and release cycles

Manage timeframe and expectations

Increase user satisfaction with predictable releases

SEE WHAT'S NEXT

It’s Time to Make Your Move


These four steps lay the foundation for a smooth migration to a modern, cloud-based
ITSM solution. Once complete, your ITSM platform will simplify service delivery,
increase productivity, and enable a consumer-like service experience.

Find out more in the Migrate to Modern IT eBook

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Download the PDF Version of this experience