ITglobal.com (SimpleOne ITSM (IT Service Management))

2019: Migration from ServiceNow to SimpleOne ITSM. International IT Service Provider Experience Itglobal.com

The SimpleOne development company, together with the IT Guild integrator, successfully migrated all divisions of the ITGLOBAL.COM group of companies from the ServiceNow platform to the Russian-made ITSM platform SimpleOne.

Reasons for migration

For several years, ITGLOBAL.COM used the ServiceNow platform, the leader in the global market for ITSM systems. However, large royalties, the dependence of payments on foreign exchange rates and expensive refinement of the system made us think about finding alternative solutions. In 2019, it was decided to migrate to an alternative ITSM system. It was important to select exactly the platform that could reduce the cost of licensing fees without losing the current level of functionality.

Select a new platform

The key selection criteria were:

• Automate service management processes in accordance with ITIL recommendations
• reduced licensing costs;
• reduction of time and cost of system refinements, possibility to refine the system in-house;
• lower cost than the current platform;
• High performance at high loads
• ready, workable business processes out of the box, corresponding to the best practices.

In addition, the following business needs of the company influenced the selection:

• placing the system in a protected cloud, in Russia;
• Optimal balance of No, Low, and Pro Code development tools
• stability of the system operation;
• easy scalability;
• intuitive interface that reduces user training time.

IT management focused on the ITSM system SimpleOne.

Project Results

As a result of the project, the following components of the SimpleOne system were implemented:

• Self-service portal.
• Incident management.
• Query Management.
• Change Management.
• Service Level Management.
• Knowledge base and knowledge management.
• CMDB and configuration management.
• Procurement management and automated payment of vendor invoices.
• Automation of accounting service.
• Automation of legal service.
• Manage calendars and working times, coordinate time off and leave.

Implementation results in figures (indicators for IQ2020 relative to IQ2019):

• The full cycle of migration to the SimpleOne system, from the compilation of TK and development to full implementation, took six months - from August 2019 to January 2020.
• Operating costs decreased by 30%.
• Training time for new employees in the system decreased by 40%.
• 92% of the company's employees surveyed noted that the interface of the new ITSM platform is intuitive more than the previous one.
• The speed of introducing new improvements to the system increased by 20%.
• The cost of developing new functionality in the ITSM system decreased by 45%.