CASE STUDY
Innovative ITSM Upgrade - The Success Story of Migrating from Cherwell to ServiceNow
About The Client
A prominent education services provider based in the United States, dedicated to offering innovative and comprehensive educational solutions, fostering academic excellence, and empowering learners through cutting-edge programs and resources.
Industry | Education Services
Solutions | ServiceNow
Location | USA
Business Challenges
- Limited capabilities of the current ITSM system (Cherwell).
- Processes required streamlining across Incident, Outage, Knowledge Management, Request Management, and Change Management.
- Need for better end-user experience via self-service capabilities and multiple interfaces, including virtual agents and mobile devices.
- Lack of advanced features and technologies (AI, predictive intelligence).
Business Solutions
- Recommended a phased migration approach: MVP, Core Migration, Enhancements, Additional Integrations.
- Implemented various integrations, including LDAP, SSO, Power BI for reporting, custom portal integration, and seamless migration from Cherwell to ServiceNow via APIs.
- Migrated three years of existing transactional data using Import Sets into ServiceNow.
- Conducted comprehensive requirement gathering workshops.
Key Outcomes
Migrated 1M tickets, 50K users, 1K+ engineers, 5K articles to ServiceNow.
Improved Mean Time to Resolve (MTTR) by 30%
Enhanced visibility with real-time reporting
Executed a train-the-trainer program for 5,000 users.
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