1. Migrate from legacy ITSM to ServiceNow
Success Pillar: Get your ServiceNow foundations right

2. Success Pillars – Structure
State and measure your business goals
Actively lead the transformation
Get your ServiceNow foundations right
Create excitement, drive adoption 1
State your transformation vision and outcomes 1
Engage an executive sponsor to drive change and remove roadblocks 1
Manage to
out of the box 1
Design an engaging self-service employee and customer experience 2
Build your business case 2
Find, manage, and coordinate capable, certified partners 2
Discover and map your service assets 2
Design an optimal agent and rep experience 3
Build a phased
program plan, identify quick wins 3
Build a dedicated, dynamic governance process, policies, and team 3
Plan your architecture, instances, integrations, and data flows 3
Create a change management plan 4
Baseline and track performance, usage KPIs, and metrics 4
Reimagine how you want work processes to flow 4
Plan for upgrades at least once a year 4
Build an internal team of ServiceNow experts and train users 5
Define and map out your business services 5
Build a community of champions 6
Manage platform demand

3. Migrate from legacy ITSM to ServiceNow
Introduction
Migrating from legacy ITSM systems and processes to ServiceNow can be a transformational endeavor and highly rewarding, and we want to ensure your success with experience-based guidance. This type of migration provides an opportunity to improve ITSM processes—it’s not a “lift-and-shift” activity—instead, it’s an opportunity to get rid of complexity in your current ITSM processes and automate manual activities. As with any business transformation that involves both process and technical change, proper planning and guidance is essential. Here’s how to get started.
This checklist will help you: prepare for migration, gain insight to the implementation process, avoid potential pitfalls, get recommendations to track value, and enjoy long-term adoption. The recommended steps are informed by ServiceNow’s experience with thousands of legacy ITSM to ServiceNow migrations and through customer research.
In addition to the recommended activities and insights provided in this checklist, there are four requirements successful ServiceNow customers follow when they migrate from legacy ITSM:
Engage early with everyone needed to support a successful migration: your executive sponsor(s), IT process owners, data owners, security, support staff, and process users.
Invest time upfront in design with process owners and users to make sure that you make the most of platform functionality in driving process improvements.
Apply a business-smart lens to customization, using out-of-the-box capabilities when possible and limiting customization and configuration to validated business needs.
Engage a ServiceNow certified partner or ServiceNow Expert Services for ServiceNow technical, process, and implementation expertise for the best possible planning, execution and adoption. There are varying models of support based on customer maturity and preference. We recommend that large enterprises take an approach that includes a combination of certified partners and ServiceNow Expert Services resources. The roles related to certified partners or ServiceNow Expert Services are listed as “ServiceNow experts” within this checklist.

4. Migrate from legacy ITSM to ServiceNow (continued)
Intended use
This checklist provides:
Standard practices for the migration process from legacy ITSM to ServiceNow
A high-level list of actions for a legacy ITSM to ServiceNow migration – Complete this list with the assistance of a ServiceNow certified partner or ServiceNow Expert Services
Lessons learned from previous ServiceNow implementations and suggestions to avoid common pitfalls through practitioner insights
The action items in this checklist are intended for the implementation owner, who can be a primary business stakeholder, project manager, or other stakeholder who manages the project management and decision-making processes. This person does not have to be a decision-maker but is responsible for ensuring decisions are made and executed. 
This checklist contains parallel activities, so be sure you read it in its entirety before you plan so you are aware of those parallel activities. 
Standard migrations include these ServiceNow products: CMDB, Discovery, Incident Management, Problem Management, Change Management, Service Portal, Request/Catalog, Knowledge Management, and the subcomponents of those products and processes. Your ITSM modernization efforts may involve additional or fewer ServiceNow products, based on your individual business needs. 
Some customers may require adjustments to the recommended actions. If you have questions about whether adjustments may be needed for your migration, please consult a ServiceNow certified partner or ServiceNow Expert Services prior to initiating migration. 
Key implementation steps
Preparation
Design and Build
Go Live and Support
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

5. Step 1: Assess your readiness for migration
Your migration plan should be informed by both your business objectives as well as an overview of your current state—and you should create it under the guidance of ServiceNow experts. Don’t decide on project timelines and resourcing until you have a clear readiness assessment.
Assess your current Service Management maturity, based on ITIL
View this service delivery maturity overview.
Using the above overview, assess your current maturity level and determine your long term maturity goals. This will inform your migration decisions in the next steps. Keep in mind that this is a one-step-at-a- time maturity journey—focus on the next level of maturity and don’t skip to the most advanced state.
Define your vision, business objectives, and success metrics
  Use our Success Checklist to define your vision, business objectives,   
      and success metrics, and to ensure your vision cascades into  
      clear and measurable business outcomes. See slides 16–17 for  
      example outcomes.
  Include your executive sponsor in the process so you’re in alignment.
   Be prepared to communicate your vision, business objectives, and 
measures of success to the migration team (both internal and ServiceNow experts) to help you make implementation planning decisions.
Assess your current state of readiness
Identify the project management resources (including a dedicated
project manager) to support migration. 
  Confirm your executive sponsor is committed and fully engaged.
  Notify your internal security team and gather security requirements.
  Request integration details of current ITSM solution from system
   owners (including third parties) for all potentially impacted systems. 
Identify process owners for design and build activities.
Identify internal technical owners for platform administration and
support. 
Technical team members who will be involved in implementation and post go-live maintenance should complete the ServiceNow Fundamentals training prior to design. We also recommend the ITSM product training or implementation training. 
Make sure that your system administrators and developers access
Now Learning and Now Creators for continued skill development.
  Use ServiceNow’s Success Navigator for an additional assessment and  
   action plan to support your readiness.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

6. Step 2: Establish governance and OCM planning
Your ServiceNow implementation requires active executive sponsorship and governance. Establish an initial governance team for migration and make sure you have strategic, portfolio, and technical governance in place to manage your ServiceNow implementation.
Establish a migration governance committee
Assign your designated ServiceNow platform owner, ITSM process owners, IT service desk lead, partner representative, assigned project manager, and other business stakeholders as required. Your executive sponsor should chair this committee.
Define a meeting cadence, standard agenda, and decision process. In addition to standard project tracking, meetings should include:
Project objectives (e.g., improvements to process performance and technical usability) clearly identified and prioritized.
A review of organizational change management activities. See slide 7 (next) for OCM plan development.
Work with your executive sponsor and ServiceNow platform owner to develop a responsibility assignment matrix (RACI) to establish a common, documented understanding of decision rights for the migration project.
Ensure that your governance team is prepared to define measures of success for enterprise, IT, and operational objectives. This includes KPI and dashboard planning. See slide 15 for additional details on KPI and dashboard development.
Establish a technical governance subcommittee
Assign technical stakeholders, including staff responsible for support, administration, security, and integration. Your designated ServiceNow platform owner should chair this subcommittee, supported by your project manager.
Define a meeting cadence, standard agenda, and decision process. In addition to standard project tracking, meetings should include:
Identifying technical obstacles and strategies for resolution.
Reviewing requests for customization (if any).
Customizations should require business justification and are further discussed on slide 10.
Your technical governance subcommittee should report to your migration governance committee or steering group. Decision rights between your migration governance committee and technical governance subcommittee should be established in a RACI.
Practitioner insight: The governance structure you establish for migration should set an initial baseline for the governance you’ll need after migration, especially to manage demand. See our Success Checklist for additional details.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

7. Step 2: Establish governance and OCM planning (continued)
Build an organizational change management (OCM) plan
Make sure that you have leadership and executive sponsor support for
OCM, including budget for a dedicated OCM program lead and/or
ServiceNow expert support. This should also include an explicit
definition from leadership around what good OCM should look like
for your organization.
Conduct an initial stakeholder analysis and prepare to update it biweekly. See our Success Checklist for more details.
Conduct an OCM readiness assessment to measure how ready your stakeholders are for the organizational change needed to support your ServiceNow implementation. Conduct this before you begin to engage process owners in design discussions. Based on your readiness assessment, use our Success Checklist to create an OCM plan and develop an OCM impact analysis and risk assessment.
Use your findings to inform your pre go-live communications plans, described in the next step.
Include incentives for early adopters to be recognized.
Create a plan for tracking adoption after your go-live.
Plan go-live communications to support adoption
Create a structure for multi-channel communications ( , flyers,
workplace social networks). You’ll finalize your content for these communications to be after the design phase.
Plan the structure for your communications to your executive sponsor in order to highlight early adopters and success stories. You’ll finalize the content for these communications after your go-live, once the adoption and success details are gathered.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

8. Step 3: Discover core data and service assets
Your migration project should include an effort to identify all required core data as early as possible, so you can include an analysis of the data quality. You should also identify the asset and configuration data you’ll need to support your migration, especially if you’re implementing ServiceNow IT Operations Management in addition to ITSM.
Identify core data requirements
Identify your sources of authoritative data for:
Users
Roles and role assignments, groups and group assignments, company/department/location/cost center, access rights
ITSM data, including:
SLA definitions and associations to incidents and major incidents
Change templates
Change blackout windows
User criteria for service catalog(s)
Service catalog item details
Choice lists for ITSM states
System properties, including color scheme, logo(s), and default settings for time zone, date/time format, etc.
See Slide 18 for examples of data tables you should consider for migration.
Identify requirements to discover service assets
Define:
Your prioritized use cases for configuration management (e.g., event management), which should be derived from your business objectives
Use our Success Playbook as a guide for use case development.
Configuration items (including type and scope) in your configuration management database (CMDB), aligned to your use cases.
A discovery strategy for configuration items, using ServiceNow Discovery or third-party tools.
Use our Success Playbook as a guide for using ServiceNow Discovery.
A strategy for service definition and mapping (through discovery, manual definition, or via dynamic groupings based on common asset criteria).
Practitioner insight: Service definition, especially in terms of criticality to business operations, is necessary to support effective automation of incident and change management. Your design phase in Step 4 will need to consider business rules for how service incidents are prioritized, categorized, and assigned, and for change risk assessment, scheduling, and approvals and oversight.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

9. Step 4: Design, build, and test ITSM workflows
Creating ITSM workflows consists of three steps: design, build, and test. Your design phase is focused on generating approved and prioritized stories for development, in collaboration with ITSM process owners. For the build and test phases, use an iterative/Agile approach, including unit testing. Once development is complete, run a full set of tests, including user acceptance testing (UAT).
Conduct a formal kickoff meeting
Include all relevant stakeholders and project team members (including partners and ServiceNow staff). Your executive sponsor should:
Reiterate the business purpose and objectives of the migration project.
Reinforce your governance model for the project, including explicit definition of how decisions will be made.
Define expectations and requirements for all stakeholders and team members involved in the project.
Your partner or ServiceNow engagement manager should:
Introduce the partner and ServiceNow delivery team members.
Walk through the implementation approach and project plan.
Practitioner insight: Your executive sponsor can simplify governance and expectations by articulating “golden rules” for the migration project. The golden rules should be short, concrete, and memorable statements that clarify both where decisions have been made and expectations need to be set for everyone involved. Examples might include:
“We will design and build using out-of-the-box functionality. We will customize only where there is a clear business need and no alternative.”
“Integrations will be limited to those needed to deliver value only.”
You should have no more than eight to12 golden rules in total, to ensure their absorption by everyone involved. Focus them on the most important principles that should guide your migration project.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

10. Step 4: Design, build, and test ITSM workflows (continued)
Develop your implementation design
Schedule meetings between process owners and ServiceNow experts. Each meeting should:
Walk through the relevant process to be delivered out of the box so that the process owner is clear on its operation, both from a design and technical perspective.
Include a demo so that the process owner can visualize how standard processes flow in ServiceNow.
Schedule a meeting between the technical architect(s) and ServiceNow experts (integration experts). 
Review all current integrations (discovered in Step 1) and create an integration strategy for implementation.
Conduct an implementation workshop with process owners, selected process managers/users, and technical team members as required. ServiceNow experts will walk through the configurable options and decisions required from the customer to implement ServiceNow. 
Capture configurations and other decisions as stories for development.
Avoid customization during the implementation workshop. Have attendees challenge customization requirements using a scorecard method, as outlined in our Success Playbook.
Practitioner insight: ServiceNow ITSM workflow design follows value stream mapping principles in which specific processes (e.g., event, incident, problem, and change management) chain together to support a business outcome. Your design efforts should include a baseline education that focuses on:
An understanding of how existing processes currently work on the ground, potentially through a Gemba (or formal design) walk.
A review of the opportunities to consolidate and streamline handoffs, stop collecting unnecessary data, reduce cycle times, and resolve gaps in standards adherence.
Starting with this education can facilitate both organizational change management among process owners and set expectations for how processes will flow (and improve) in ServiceNow. For more guidance on best practices in process design, see our Success Playbook.
Practitioner insight: Your ideal implementation design should also account for the desired experience you want to create for your process users. Consider incorporating experience design workshops in your planning.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

11. Step 4: Design, build, and test ITSM workflows (continued)
Define your development plan
Document and review stories from your implementation workshop with process owners. Document process owners’ approval and agreement that the stories correctly represent the design agreed to in the implementation workshop.
Prioritize approved stories based on their contribution to your business objectives and available capacity. Prioritization should be approved by the migration governance committee established in Step 2.
Assign prioritized stories to defined development sprints. Each sprint should have a defined outcome (e.g., implement the core incident management process) and ideally last two weeks. Ensure that you include the following at the end of each sprint:
The process owner should demo functionality that has been built, to test the desired outcome and allow for any necessary corrections.
Your developers should conduct unit tests for each story, ideally using ServiceNow’s Automated Test Framework. You should also run a sprint scan through HealthScan to ensure that development has aligned to best practices.
Your developers should report on story completion and test results to your technical governance subcommittee, especially to surface any technical obstacles that may affect additional development.
Complete final testing
Complete a full suite of tests after development is complete, including:
A repeat of all unit tests together to confirm functionality.
UAT for both end-to-end processes and defined user scenarios. Testers (typically process managers and users) need to understand the intended design fully to avoid raising defects for correct functionality.
Practitioner insight: Consider the following phased approach to service delivery maturity:
Phase 1 – Deliver all ITSM products using out-of-the-box lean and simple processes that match industry-proven practices combined with real-world ServiceNow experience, removing all unnecessary complexity of your existing processes.
Phase 2 – Deliver increased automation and enhanced performance analytics. Offer additional service desk experiences. Expand your service management processes beyond the core to include other IT processes in order to support of service management as a whole.
Phase 3 – Use machine learning and artificial intelligence to automate and reduce the cost of ITSM processes driving service intelligence. Prevent IT’s performance from stagnating through continual improvement.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

12. Step 5: Initiate OCM activities
Organizational change management (OCM) and training should proceed in parallel to your design, build, and test activities, so they reinforce each other. Include sufficient investment (including ServiceNow experts and/or internal staff) in your migration project plan to support OCM and training so you don’t experience a lag between your go-live and target adoption.
Prepare for “train the trainer” sessions
Assign dedicated internal trainers to your project. ServiceNow experts will provide ”train the trainer” sessions to familiarize them with the ITSM product and support developing an internal curriculum.
Identify process managers and front-line users (e.g., service desk staff) who will be good candidates to lead peer-to-peer training. Base your selection of these candidates on their ability to influence peers rather than on their seniority and expertise.
Develop training plans for process users
Using your internal trainers (and peer-to-peer resources), provide training for the staff involved in related processes. Your training should focus on how the new processes work in ServiceNow and how to work effectively with them.
Ideally, break your training up into modules so process users can focus on the processes most relevant to their day-to-day work.
Practitioner insight: Creating customized content, reviewing and finalizing materials, and preparing internal trainers takes a few weeks at minimum. Begin planning for training early, but defer content creation until your instance is near production-ready, to ensure that content accurately mirrors what will be in your live instance. For additional detail, see our Success Quick Answer, What pitfalls should I avoid when training process users? 
Plan go-live communications to support adoption
Create content for multi-channel communications to announce your go-live. You established the structures for this established in Step 2, slide 7.
Capture and promote quick wins to demonstrate early success.
Identify functionality or features that have wide visibility among process users and end-users that are within scope for implementation. Promote these to drive wider interest in and adoption of ServiceNow.
Identify the ServiceNow champions among your process users who can
promote quick wins and influence adoption among peers.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

13. Step 6: Plan go-live
When you plan your go-live, incorporate your cutover strategy, core data migration, support, and transition to your next phase of implementation.
Plan your cutover strategy
Set the following dates:
The date when your legacy ITSM system(s) will be prevented from creating new records.
Allow existing tickets to be worked through this system instead of carrying them over into ServiceNow.
The date when all existing tickets should be closed in your legacy system(s).
Allow a two-week period for closure. At this point, your legacy system(s) should be set to read-only.
The date at which third-party systems integrated with your legacy ITSM systems(s) should be pointed at ServiceNow.
Plan your core data migration
Identify the optimal date to import core data into ServiceNow based on the rate of change you anticipate in this data. You should aim for a low-change period (e.g., a period in which you do not expect significant changes in user populations or organizations) to make sure the data is as clean as possible, without it going stale.
Plan your go-live date
Your technical governance subcommittee should nominate a date based on technical readiness.
Your migration governance committee should validate or change this date based on business readiness criteria, including:
Whether enough staff have met the training requirements.
How successful your OCM activities have been and your readiness.
Whether you have any competing issues or priorities that will distract stakeholders.
How ready your third parties are support go-live.
Assess whether there will be operational downtime, and plan accordingly.
Practitioner insight: Problem records and knowledge articles are the only records you may have to import into ServiceNow, since they are likely to have a longer lifespan and are not necessarily being worked to closure. Analyze and clean these records before you import them.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

14. Step 6: Plan go-live (continued)
Plan your go-live support
Make sure you have 24/7 support is available from a designated response team for at least two days after your go-live.
Your implementation team should provide hypercare for a period defined by your migration governance committee (typically two weeks) to address any issues or bugs.
Plan your transition to run
Transition the ownership of support from the implementation team to your internal ServiceNow platform team. Most members of your ServiceNow platform team should be on the implementation team and familiar with the system.
Transition the governance to functions responsible for strategic, portfolio, and technical governance.
Put processes in place to intake and manage demand for additional configuration and functionality (including enhancements).
Put processes in place for reporting bugs and providing support and resolution.
Confirm go-live communications are distributed and ask for feedback to ensure successful adoption.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

15. Step 7: Measure success and adjust
As long as you defined clear business and functional objectives before migration, your next step is to put the right key performance indicators (KPIs) and diagnostic metrics in place to assess your progress against objectives.
Identify (and put tracking in place for) KPIs and diagnostic metrics
In their kickoff agendas, your strategic, portfolio, and technical governance functions should include the definitions of relevant KPIs that measure progress toward objectives and diagnostic metrics to identify any risks to progress.
Establish a clear line of sight from the business objectives to KPIs and metrics created at the portfolio and technical level. For example, implementing a specific product or feature may represent a KPI at a technical level, which should roll up to a KPI for value realization at a strategic level.
Focus your reporting and communications on a small number of KPIs that best reflect your progress against the objectives and include usage and adoption targets.
Make sure your diagnostic metrics are actionable. For more information on KPIs and diagnostic metrics, see our Success Playbook.
Build playbooks that provide actions you can use to respond to any red flags seen in your diagnostic metrics
Set thresholds for risk in your diagnostic metrics that will trigger a response.
Work with your process and service owners so you have the right diagnostic metrics and to develop playbooks.
Build dashboards to visualize progress, and support clear decision-making
Create dashboards using the dashboard requirements from your ServiceNow platform owner, service owners, process owners, and executive sponsor and/or senior leaders, established in Step 2. See our Success Quick Answer for additional details.
Practitioner insight: Determine your dashboard requirements before or during the design phase to ensure the data required to create desired dashboards is included in the technical design.
Practitioner insight: you should begin planning for your metrics program at least 2-3 months before your go-live. You can also use Performance Analytics to support your metrics program.
1. Assess your readiness for migration
2. Establish governance and OCM planning
3. Discover core data and service assets
4. Design, build, and test ITSM workflows
5. Initiate OCM activities
6. Plan go-live
7. Measure success and adjust

16. Example: Business objectives
Revenue growth
Cost reduction
Risk mitigation
Increase employee productivity
Increase business velocity (deliver new services quickly
To do this:
Deliver great employee experiences and shift investments from run the business to grow and transform the business.
Optimize operational efficiency
To do this:
Reduce the friction created by siloed information and processes and proactively improve performance and reliability.
Ensure regulatory and legal compliance
To do this:
Improve internal controls, auditability, and documentation.
This objective’s primary intent:
Create effortless employee experiences that lead to sustained and increased productivity and that free up resources to move the enterprise forward faster.
This objective’s primary intent:
Reduce the cost of service operations without sacrificing service quality (always a balancing act). The key focus is to simplify and automate transactions.
You can monetize this in numerous ways:
Headcount reduction
Scaling to support growth (hiring avoidance)
Non-replacement after attrition
Retooling/repurposing employees (ideally to fill pre-existing, already budgeted job requisitions)
This objective’s primary intent:
Reduce the various forms of risk that can adversely impact an organization (primarily legal, regulatory, safety, and reputational risk).

17. Example: Operational objectives
Revenue growth:
Experience, productivity, and velocity
Cost reduction:
Optimize operational efficiency
Risk mitigation:
Ensure compliance
Allow employees to get access to all services from a single location.
Allow agents and employees to work jointly to resolve incidents/requests.
Reduce repetitive, routine work.
Identify trending requests/incidents.
Reduce change-related risk and cost.
Route the right work to the right person.
Accurately measure performance.
Empower employees to work from any device.
Keep employees informed.
Enable visibility to prioritize work and monitor performance against service level agreements (OLAs/SLAs).
Get control of your hardware assets.
Deliver standardized and effective IT services.
Enable employees to help themselves.
Give agents a single place to do their work.
Intelligently fix problems before employees know they have them (or at least notify them proactively).
Orchestrate disparate internal teams for root cause resolution.
Give agents the necessary employee and internal information.

18. Example data tables for migration
These are example data tables and types that you can consider for migration from a legacy system. Before any migration, review them for completeness and accuracy.
Name
Description
Cost Center
Cost centers related to departments
Locations and Departments
Used in user records and for functions such as stock rooms
Assignment Group
Used in ITSM processes to assign packages of work (e.g., incidents, changes)
Incident Categories/Subcategories
Hierarchical list of categories used to assist incident routing
Incident Impact and Urgency
Impact and Urgency values used to determine Priority
CMDB
Hierarchical class-based structure to manage configuration items
Change Categories
List of categories used to assist determining change type
Change Templates
Templates to simplify the process of submitting new records by populating fields automatically
Knowledge Articles
Knowledge articles are often in multiple repositories that need to be migrated to ServiceNow
SLA definitions
SLA definitions typically exist in legacy systems and can be migrated

19. Related resources
Success Playbook – Eight essentials for implementation success with ServiceNow
Success Playbook – Where to start the implementation journey with ServiceNow
Success Checklist – Build a phased program plan, identify quick wins
IT Value Calculator