Expert Experience in Cadalys ITSM Migration

CWS Consulting successfully led the migration from ServiceNow to Cadalys ITSM, a Salesforce-native solution, ensuring a seamless transition with minimal disruption to IT service management operations. This project involved replacing a heavily customized ServiceNow environment with an integrated, scalable ITSM platform within Salesforce, improving service automation, case management, and IT workflow efficiency.

A key challenge of the migration was the high-volume data transfer, including historical incident records, change requests, and IT service workflows. Our team designed a structured data migration strategy to ensure complete data integrity, mapping ServiceNow objects to Cadalys ITSM while optimizing for Salesforce best practices. Additionally, we implemented automated workflows and approval processes, enhancing IT service delivery while reducing manual intervention.

• End-to-End Data Migration: Successfully transferred thousands of ServiceNow records, including incidents, service requests, and knowledge base articles, into Cadalys ITSM on Salesforce.
• Process Standardization & Optimization: Rebuilt IT service workflows in Cadalys, aligning them with industry best practices while leveraging Salesforce automation for efficiency.
• Integrated Case Management: Established a seamless connection between ITSM and Service Cloud, enabling better collaboration between IT teams and customer support.
• Automated Service Workflows: Configured IT request approvals, ticket escalations, and SLA tracking within Cadalys to improve response times and operational efficiency.
• Self-Service & Knowledge Management: Enhanced the Experience Cloud portal, allowing users to submit IT requests, track ticket statuses, and access knowledge articles within a unified Salesforce environment.

By migrating from ServiceNow to Cadalys ITSM, CWS Consulting modernized IT service management for the organization, improving automation, reporting, and user experience. The integration with Salesforce enhanced cross-functional collaboration, aligning IT operations with broader business processes, reducing system complexity, and improving service delivery efficiency.