Transform Your IT Service Management: Your Guide to Migrating from Freshservice to ServiceNow

When your business grows, so do the demands on your IT service management (ITSM) platform. Freshservice and ServiceNow are two prominent players in the market. Where Freshservice is known for its user-friendly interface and straightforward, no-code functionality, ServiceNow is known for its robust, highly customizable modules and interactive reporting modules, making it ideal for complex and growing enterprises.

As your business operational complexities increase, scalability, customization, and integration capabilities in your ITSM system become critical for sustained success. This is where ServiceNow can take your ITSM to the next level. Whether you're dealing with complex workflows or needing seamless integration with other enterprise tools, ServiceNow offers the flexibility and power that scaling businesses require.

As a certified ServiceNow Elite Partner, Jade Global can guide you through a seamless migration, ensuring minimal disruption and aligning the platform with your evolving needs. In this blog, we'll explain our ServiceNow migration approach, designed to help businesses like yours unlock the full potential of their IT service management systems.

Why Migrate to ServiceNow?

Customers faced many issues while using Freservice; hence, they decided to migrate to ServiceNow.

• Customization Constraints: Freshservice is customizable to an extent, but it does not offer the same level of flexibility and customization options as ServiceNow and is limited in its ability to adapt to complex or unique business needs.
• Growth Limitations: Freshservice is designed primarily for mid-sized businesses. As organizations grow or have highly complex IT environments, Freshservice becomes less scalable and efficient. As size increases, ticket volume also increases; hence, speed and performance are concerns.
• Integration Options: Although Freshservice provides integrations with various third-party applications, it may not offer the same breadth or depth of integration options as other platforms. This can limit the ease of connecting Freshservice with other critical enterprise systems.
• Advanced Reporting: Freshservice offers reporting capabilities, but users may find its reporting and analytics less advanced and less customizable. Reports and dashboards are not visible to the Agents, which is another issue.
• Usability: The platform's user experience might not be as refined or streamlined as other enterprise-level ITSM solutions, potentially affecting user satisfaction and productivity.
• List View Configurations: The list view is not configured according to the user's choice. The group by option, which allows viewing the list of tickets, is also not possible with this tool.

Jade Global's Strategic Approach for Migration from Freshservice to ServiceNow

1. Migration Planning

• Set up the scope of the migration.
• Review how limitations on both ends will be handled.
• Provide a timeline with key milestones for the migration project, such as planning, data migration, and go-live.

2.Pre-Migration Preparation 

Current System Assessment

• Document the existing Freshservice setup, including:
  • Incident Management: Number and types of incidents.
  • Service Catalog: Items and categories.
  • Knowledge Base: Articles and categories.
  • Customizations: Any custom fields, workflows, Business Rules, email configurations.
  • User Roles and Permissions: User roles and access.
  • Group Roles and Permissions: User groups and access.

Requirements Gathering

• Gather and document requirements for the new ServiceNow environment.

Data Mapping and Cleansing

• Understand the process for mapping data from Freshservice to ServiceNow.
• Create Transform Maps and scripts if required.
• Outline steps for data cleansing to ensure the accuracy and quality of the data being migrated.

Training and Support

• Develop a training plan for users to familiarise them with ServiceNow.
• Identify support resources available during the transition.

3. Migration Process 

Migration Strategy

• Outline the migration approach, whether it will be in one phase or a phased migration.
• Detail how different types of data (incidents, catalog items, knowledge base) will be handled.

Tools and Techniques

• List the tools and methods we used for the migration:
• Data Import Sets: These are used to import data into ServiceNow.

Step-by-Step Migration Steps

• Preparation:
  • Backup Freshservice data.
  • Prepare ServiceNow environment (field creation, business rules, inbound, workflows)
• Data Migration:
  • Incidents: Migrate incident records, including status and history.
  • Service Catalog: Transfer service catalog items and categories.
  • Knowledge Base: Move knowledge articles and structure.
  • Custom Fields/Workflows: Recreate custom fields and workflows in ServiceNow.
• Testing:
  • Conduct thorough testing to ensure data integrity and functionality.
  • Test data migration results against Freshservice data.
• Validation:
  • Verify that all data has been accurately migrated and that processes are functioning as expected.

4. Post-Migration Activities 

Verification and Testing

• Post-migration verification to ensure that the system operates correctly.
• Validate that data has been migrated accurately and that key functionalities are working.
• Perform end-to-end testing to check for gaps after data migration.

User Training and Support

• Provide training sessions for users on how to use ServiceNow.
• Create necessary documentation as a ServiceNow support guide.

Take the Next Step with Jade Global

With over 21 years of experience as a ServiceNow Elite Partner, Jade Global brings deep expertise in navigating complex IT landscapes. Our dedicated migration team ensures a smooth transition from Freshservice to ServiceNow, focusing on preserving business continuity while enhancing functionality. We don't just migrate data—we align ServiceNow with your long-term business goals, providing tailored configurations, streamlined workflows, and advanced integrations that empower your IT teams to operate more efficiently.

Whether it's planning, execution, or post-migration support, Jade Global's end-to-end migration services ensure you harness the full power of ServiceNow to drive innovation and scalability for years to come. Let us help you unlock the next level of IT service excellence.