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Service management

Maximo to ServiceNow migration

A controlled migration of established telecom service-management processes from IBM Maximo into a cloud ServiceNow environment.

Sector

Telecommunications

Focus

Process and platform migration

Platforms

IBM Maximo and ServiceNow

Move the operating model, not only the data

The existing service desk contained mature incident, problem, change and asset processes. The migration needed to preserve what worked while removing historical complexity.

Data, integrations, workflows, roles and reporting were treated as one transition rather than separate technical workstreams.

Delivery approach

  • Map. Process, role, data and integration discovery with explicit disposition decisions.
  • Migrate. Controlled data movement, workflow configuration and interface replacement.
  • Adopt. Testing, training, cutover support and post-migration operational ownership.

What changed

  • A clearer transition path for people, processes and data.
  • Reduced reliance on legacy service-management components.
  • A supported cloud platform aligned with the operating model.

Have a similar operational problem?

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