CGI Migrates over 150 managed services customers to new Service Management platform leveraging Precision Bridge Data Migration Automation

This project involved migrating an extensive Remedy ITSM system used by a multiple teams for supporting over 150 outsourced customers. The Remedy platform had been deeply embedded in business processes for many years, with its retirement marking a significant shift to ServiceNow. Key challenges in this project included the transfer of highly customized catalogs, totaling around 500 unique items,which contained over 100 variables and embedded images. These catalog items, migrated from Remedy, had complex structures that required meticulous handling. Additionally, the migration involved 325,000 Configuration Items (CIs) and 22,000 users, alongside 10,000 active tickets, including all associated worklogs and attachments. The project also required the accurate and efficient migration of several thousand instances of various ticket types, including Incidents, Problems, and Change Requests, to prevent service disruption. Leveraging Precision Bridge's unique strengths in ITSM migrations, the project was carefully planned to ensure a seamless transition.

The Precision Bridge Data Migration Automation Solution Advantage:
The Precision Bridge solution was selected for its proven capability in ITSM migrations. After initial demos and close consultation with the PB team, the project was set into motion with clear expectations for both CMDB and catalog migrations. Despite the complexity of the catalog, which contained hundreds of unique items, the Precision Bridge team promptly addressed any issues that arose, often resolving challenges the same day they were reported.

The automated mapping functionality within PB was essential, especially for the ticket migration process, where the solution efficiently managed the transition of various ticket types. By automating this process, PB saved the team significant time, eliminating the need for manual CSV exports. This automation also helped normalize and sanitize data, which was invaluable for maintaining data integrity and ensuring consistency across the new ServiceNow platform.

The solution demonstrated exceptional flexibility, allowing for on-the-fly adjustments to accommodate the evolving needs of the project. The PB tool enabled rapid adjustments, minimizing downtime and reducing the manual workload associated with complex migrations. By streamlining the CMDB and ticket migration processes, PB provided time savings of at least one to two weeks, significantly enhancing overall project efficiency.

Outcome:
The migration was completed successfully, with all tickets, catalogs, and CIs accurately transferred into the new ServiceNow platform. The project met all critical requirements and timelines, providing a seamless transition from Remedy to ServiceNow. With the help of PB's automated processes and responsive support team, the project concluded on time and with high satisfaction.

Tony Kavanagh, Director of Business Consulting - CGI

“The Precision Bridge tool saved us an immense amount of time, particularly in managing our complex catalogs and CMDB migration. Every time we encountered an issue, the team resolved it the same day, keeping us on track. The solution was invaluable and saved us a huge amount of manual effort. We’re very pleased with the outcome and the support we received throughout the project.”

For more information on how Precision Bridge can assist with your Migration, Archiving or Replication/Synchronization needs, please contact us.