The project's client is FM Logistic, a major international logistics company operating in 14 countries across Europe, Asia, and Latin America. The company employs over 27,500 people.
FM Logistic collaborates with partners and clients in the fields of consumer goods, retail trade, beauty and cosmetics, industrial production, and healthcare.
Given the prevailing market conditions and the exit of Western vendors, FM Logistic found it necessary to transition from the current ServiceNow system to a new Russian ITSM system for managing internal IT processes.
In order to address this issue, the client sought the expertise of ICL Services. Drawing on our vast experience in tackling similar problems, we proposed the SimpleOne solution, closely mirroring the system previously in use.
Key Challenges
- Migrate the client's existing operations and technical support to a Russian ITSM system
The project kicked off in January 2023, with a 5-member team from ICL Services at the helm: a project manager, an ITSM system architect, two developers, and a systems analyst.
The team was faced with the following tasks:
- — migrate all incident, change, and problem management processes, while keeping them as is;
- — migrate the SLA tables, while keeping them as is;
- — migrate the complete backlog of requests, configuration units, locations, and other information into the Russian ITSM system.
Essentially, the migration covered everything pertaining to the client's Russian division.
The project resulted in the Russian division's entire backlog of requests being migrated successfully by the ICL Services team. This covered over 50,000 incidents and 4,500 change requests, with comments and status changes. All fields needed to be recreated exactly as they had existed in ServiceNow. Furthermore, the team copied a total of over 1000 configuration units of two types, and remade missing fields.
The most significant challenge emerged during the account creation phase. Initially, the client asked for authorization in SimpleOne to be done via Google accounts (as this method had previously been used for authorization in ServiceNow). But the new system lacked the necessary plugin, so the ICL Services team proposed several alternatives, and finally, the client approved the automatic creation of accounts without passwords for all employees.
Right after account creation, each employee would be emailed a unique link to set a password.
Products and technologies
- Service Now
- SimpleOne ITSM
Results
- The company migrated to a domestic ITSM system, preserving all data and work notes from several years
- While getting the Terms of Reference approved, we assisted the client with both documenting and enhancing the internal processes for incident, change, and problem management.
- We have refined SLA calculation to perfection.