Migrating ServiceNow = JSM

Question

Hello everyone,
I’d like to ask if anyone here has recently completed a migration from ServiceNow to Jira Service Management (Cloud).
In my case, the scope involves around 150,000 tickets to be migrated. I am currently evaluating different approaches, and I am a bit concerned about handling such a large volume on my own without a specialized migration tool.

* Did anyone manage a similar migration successfully?
* Which strategy or tools did you use (CSV export + staging DB + API, or connectors like Exalate/ZigiOps)?
* Were there particular challenges with data integrity (comments, attachments, workflow states, SLA history)?
* Any advice on batching, rate limits, or lessons learned you would recommend?
Any feedback from those who have already faced this scenario would be extremely valuable.

Thanks in advance!
Gaetano

Syed Majid Hassan -Exalate- · Answer

Hi,

So the conundrum is real, and there is no one answer here for me unfortunately, The CSV export/ import is a good way but you come unstuck in the transformation step i.e. SNOW and JSM are 2 quite different beasts. Building a python script for this again is rather a straightforward exercise, but would suffer from the same bottleneck.

Tooling will ease the pain of transformation in any migration project for sure by giving you templates and mapping rules that would hide away the complexity of the transformation operations needed. Another major advantage of tooling is that you can do the migration in a live manner i.e. your users continue to work on SNOW and all the data is "synced" in real time to JSM. You can continue to monitor the sync as well, and maybe add value to it along the way. But with this approach, you essentially have a JSM that is totally in sync with SNOW. On the cutoff date, SNOW is simply taken down and users start to work on JSM from where they left off in SNOW.

Whatever choice you end up making, let me state the obvious here - please start very small and test the approach.

Good luck

Thanks
Majid

Mathieu Lepoutre · Answer

Dear @Gaetano Turturro

For a migration of 150k+ tickets, Exalate (where I work for) is built for exactly this challenge. It lets you move data in batches, keeps comments, attachments, and custom fields intact, and even allows both systems to run in parallel until cutover which avoids downtime and data loss.

Please have a look here:

Migration

and:

can-i-use-exalate-for-migration

Thank you.

Kind regards,

Mathieu Lepoutre

Samuel Gatica _ServiceRocket_ · Answer

Hi @Gaetano Turturro

Check post https://community.atlassian.com/forums/Jira-Service-Management/Migrate-from-ServiceNow-to-Jira-Service-Management/qaq-p/2692662

Best regards

Sam