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ServiceNow to Jira Service Management migration


I have a scope of work to consult with the client and migrate the existing ITSM capabilities in ServiceNow tool to Jira Service Management. 

I would like to know the high level steps outlined for a successful migration not necessarily involving the existing Jira capabilities to import data to ServiceNow. 

Anyone else has practical or hands-on experience with the migration involving these two tools?

Thank you!

1 answer

Hi @ITIL admin 

Welcome to the Atlassian Community - this is a community of your peers who try to provide assistance although for this particular migration you may want to reach out and engage with an Atlassian partner if the migration is complex. 

As an instant start I would review the features available in to understand if this will cover your specific requirements. 

I can confirm there are many successful migrations from ServiceNow to JSM (previously JSD) and you can look at the features of JSM at and you may also want to supplement this with some of the offerings available at for any specific requirements. 


Hello Phil,

Thanks for your response. I am more interested in the framework rather than the actual migration such as,

  • How to define the scope of migration? What are the things to pay attention in terms of how ServiceNow works and what JSM will offer differently?
  • Any lead on how to design the JSM based on the new requirements and scope.
  • Extracting data from ServiceNow and importing to JSM in CSV format will be straightforward, I think.
  • What are the existing JSM features that can be used in the migration of ServiceNow customisations to JSM?

Warm regards!

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