Challenge
A prominentshoe designer and manufacturer encountered the task of transitioning their ITservice management system from ServiceNow to SolarWinds without compromisingthe functionality of critical use cases. With an impending deadline to retireServiceNow, Toms required support to streamline the migration, improve workflowefficiency, and fully leverage the capabilities of SolarWinds in the process.
Solution
Our team workedclosely with Toms to meticulously orchestrate a seamless transition fromServiceNow to SolarWinds. The project commenced with a comprehensive discoveryphase, allowing us to delve into the current environment and thoroughly assessthe existing ServiceNow setup. By pinpointing areas for enhancement anddevising a detailed design and actionable strategy, we paved the way for asuccessful migration.
A pivotal focusof the project was optimising workflow design. We thoroughly reviewed Toms'current workflows in ServiceNow, identifying opportunities for improvement andreshaping them to better align with SolarWinds functionalities. This involvedrefining severity/priority settings, SLAs, onboarding/offboarding procedures,and approval protocols, ensuring efficient operations within the new platform.
Moreover, wetailored reports and dashboards in SolarWinds to cater to Toms' specificbusiness requirements, offering valuable insights and bolsteringdecision-making capabilities. Implementation of notifications for prolonged ordormant tickets boosted overall efficiency and responsiveness.
Data migrationand integrations played integral roles in the project's success. We effectivelytransferred two years of incident records for reporting purposes, withadditional historical data migrated as necessary. Seamless integrations withplatforms like Microsoft Teams were established to foster enhancedcollaboration and communication.
Throughout theproject lifecycle, we strongly emphasised training and knowledge transfer forthe internal team. Collaboratively developing training materials and conductinghands-on sessions ensured the team was well-prepared to leverage SolarWinds toits full potential.
Benefits
Through a strategic migration to SolarWinds, our clientachieved a transformation in their IT operations. This transition optimisedworkflows and processes, resulting in a significant boost in operationalefficiency. Tailored reports and dashboards provided deep insights, enablingdata-driven decision-making and meticulous performance monitoring. Integrationswith Microsoft Teams and proactive notifications enhanced communication andcollaboration across the organisation, fostering a culture of seamless connectivity.By empowering their internal team through hands-on training and knowledgetransfer, the workforce gained the skills and confidence required to leverageSolarWinds effectively, driving self-sufficiency and continuous improvement.This successful migration represents a milestone in enhancing IT servicemanagement capabilities. It positions our clients to meet evolvingorganisational needs while delivering exceptional IT services to stakeholdersconfidently and efficiently.
