ITSM migration services

And while ITSM moves are the spine of the practice, the same discipline runs every migration we do: Atlassian Server and Data Center to Cloud at 1,000-plus-user scale (the Rainforest Alliance's Confluence estate, for one), test-management tooling with our own migration engineering, and cross-tool moves — PartnerHero's teams came from monday.com into Jira the same way. Different sources, different destinations, one method.

Sometimes the move is several systems into one. When Risetime moved to HaloPSA, five systems became one platform: service desk, CRM, projects, timesheets and quoting together. Read the case study →

What a migration actually involves

In short:

1. Understand your requirements and processes (the fixed-price assessment)
2. Configure the new platform
3. Iterate with your team until it fits
4. Run a test migration on your real data
5. User acceptance testing
6. Training
7. Migration and cutover
8. Hypercare

Every move we run has the same shape. A fixed-price assessment maps your processes, data, integrations and constraints, and prices the whole journey — you'll know the real cost and the real calendar before committing to anything beyond the assessment itself. The destination gets configured to the depth that fits: some organisations build the full target state before cutover; others — especially with a renewal date forcing the pace — land on a solid baseline and improve in live service. The data moves at a fixed price for the scope you choose: some teams start fresh and wind the old system down, some bring only in-flight tickets, some need years of history for audit or continuity. Then UAT, training, cutover — a short freeze window, the final delta — and hypercare, because the first fortnight is where configuration meets reality.

What the tooling covers — and what needs people

Data-migration tooling has made the mechanical part of this work reliable: records — tickets, comments, attachments, requesters — move faithfully into their new home, unchanged, with an arithmetic acceptance test: what was in scope is now here. We work with our data-migration tooling partner, Help Desk Migration, for exactly that — and where your data goes beyond their tooling's coverage, we build the extra reach ourselves; extending migration tooling is engineering we do routinely.

Before anything moves, a demo migration runs a sample of your real records through the same process as the full move, so what you check in the new platform is what the full transfer will deliver. On the day, your agents keep working in the old desk while the data transfers, and a final delta pass picks up anything created or changed in the meantime. The tooling we use is SOC 2 Type II audited and GDPR-compliant, and where data residency matters it can run on a dedicated server in the region you choose.

What no tooling does is the judgement work — and this is where a migration transforms how the desk is used, even though the data crossed unchanged: a consumer-grade portal for the people raising tickets, queues shaped to how your agents actually work, a catalogue designed around who the desk serves, and structural change where the assessment finds service bottlenecks. Deciding which processes to carry across and which to leave behind is part of the same judgement. That's consultancy, and we keep the border between the two visible — it's why the data move can be fixed-price while configuration is scoped to your ambition, and why "migrate everything exactly as it was" is a choice we'll help you examine rather than a default we'll bill you for.

Where are you moving from — and to?

Some moves have their own dedicated pages, because the details differ:

• Leaving ServiceNow — three destinations, routed by fit.
• Cherwell end of life — options before 31 December 2026.
• Test management tools — TestRail, TestRay and more into Zephyr, with our own tooling.
• Moving to HaloITSM — the full method, from any source.

Moving between platforms not listed? The method is the same — the assessment covers any source and any of the destinations we implement. We partner across the Halo, Freshworks and Atlassian ecosystems, which is why the routing advice is honest: the recommendation follows your organisation's shape, not our catalogue.

Why organisations bring us in

Because a migration is a once-a-decade event for you and a repeatable discipline for us. The reconciliation habits, the scope questions, the renewal-deadline plays, the quiet knowledge of where each platform's importers fall short — that's what you're hiring, alongside the reassurance of a fixed-price assessment that tells you everything before you're committed to anything.

Fixed price, no commitment beyond it: your estate mapped, the right destination recommended with reasons, and real numbers for the whole move.