Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Through a set of simple steps, quickly migrate your ITSM Agent Workspace features including configurations and customizations to Service Operations Workspace for ITSM.

    Before you begin

    Ensure that the scope is set to Service Operations Workspace Core.

    Role required: admin

    Procedure

    1. Navigate to All > Service Operations Workspace Admin Center > Overview > Initial Setup > Migrate from ITSM Agent Workspace to SOW if you're upgrading from AW 2.0 or higher.

      If you're installing the latest migration utility, navigate to All > Service Operations Workspace > Migrate from ITSM Agent Workspace to SOW.

    2. On the Migration from ITSM Agent Workspace to SOW page, perform the following steps.
      1. Optional: If required, create a basic authentication configuration with existing or new user credentials by selecting Create basic authentication configurations.
        Important:
        • This configuration must contain the credentials of the user who is logged in and has the admin role.
        • Only after you create the basic authentication configuration, create an update set to record any changes that are made to Service Operations Workspace for ITSM in your non-production instance during the migration. See Create and select an update set as the current set.
      2. From the Select a basic auth configuration drop-down, select the required configuration.
      3. Select Test the configuration.
      4. Review the mentioned guidelines.
      5. Select Start migration.
      Note:
      In case your previous migration task is partially complete, you can select Continue migration on this page to resume the migration process.
    3. On the Features to migrate from Agent Workspace page, for each feature, select the configurations and customizations to migrate.
      For information about configurations and customizations that can be migrated, see Configurations and customizations that can be migrated from ITSM Agent workspace to SOW for ITSM.
    4. Select Next.
    5. From the Migration confirmation page, review the selected features and select Confirm the migration.
      The migration can be fully or partially successful.
      • Full successful migration: All configurations and customizations of selected features are successfully migrated to Service Operations Workspace for ITSM and captured in the specified update sets in the non-production instance.
      • Partial migration: All successfully migrated configurations and customizations of selected features are captured in the specified update sets in Service Operations Workspace for ITSM in the non-production instance.
    6. Select View migration details to review the migration information.

    What to do next

    Complete the post-migration tasks for each configuration or customization that you have migrated. For more information, see the following topics.