Enterprise IT Service Management System Migration and Automation

The client manages over 300 geographically dispersed work groups supporting more than 40 critical software systems, processing upwards of 10,000 support tickets monthly. Their legacy support platform involves multiple workflows and issue types but lacks streamlined automation, integration, and scalability. They need to migrate from an obsolete system to a modern, cloud-based solution that consolidates support processes, reduces costs, and enhances operational efficiency, while ensuring a smooth transition with minimal disruption.

A large international transportation trade organization with multiple distributed teams and a complex IT support environment, seeking to modernize and streamline their support ticket management system.

• Replace and upgrade the existing support system by implementing a cloud-based IT Service Management platform.
• Migrate thousands of legacy support tickets accurately to the new system without data loss.
• Automate core support workflows, including incident, service request, change, and onboarding/offboarding processes.
• Configure integrated automation rules supporting status synchronization, approvals, notifications, and group assignments.
• Deliver comprehensive training to administrative users to enable effective system management post-deployment.
• Achieve significant cost savings on support licensing fees and improve ticket resolution efficiency.
• Ensure high user satisfaction and minimal issues during and after the transition.

• Configurable issue types and workflow schemes aligned with existing support processes.
• Customized fields, screens, and request types for diverse tickets and service categories.
• Customer portal and self-service request interface with tailored request types.
• Automation rules supporting status synchronization with development projects, approver addition based on request and user manager properties, and group assignment via custom fields.
• Implementation of SLA policies with calendar support for different teams, scaled to meet organizational needs.
• Global notifications, permissions, and project dashboards for performance tracking.
• Integration with existing systems such as directory services for onboarding/offboarding automation.
• Migration tools and processes to transition historic data from legacy systems with minimal downtime.

• Directory services (e.g., Active Directory) for user property synchronization.
• Development project management systems for issue status synchronization.
• Knowledge base platforms for product information linkage in request forms.
• Existing incident and support tracking tools for data migration.

• High scalability to support an SLA limit increase from 30 to 160+ policies.
• System reliability ensuring minimal downtime during migration and post-go-live.
• Data security and compliance with organizational standards for sensitive support data.
• Support for automated testing and configuration transfer processes to ensure consistent deployment quality.
• User-friendly interface with comprehensive admin training for rapid adoption.

Successful implementation of the cloud-based support management system will result in substantial cost savings (estimated at over $200,000 annually), improved ticket resolution efficiency, enhanced support process automation, and high user satisfaction scores. Additionally, the system will provide more flexible SLA configurations and better integration capabilities, fostering operational scalability and future growth.