The ITSM platform migration playbook when leaving ServiceNow

Rising licensing costs and administrative complexity are driving organizations to rethink their ITSM platforms. However, treating migration as a simple tool swap rather than a service delivery transformation risks enterprise disruption, capability loss, and unexpected costs.

This Gartner Research Report provides a structured playbook to guide I&O leaders through this decision. Key insights include:

• Tier-based contract lead times of 12–24 months for a nondisruptive exit
• Auditing platform usage to find overlicensed or underutilized features
• A framework for mapping integrations, data dependencies, and AI impacts

Read the full report to ensure a disciplined premigration assessment.