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Table of contents
ITSM
ITSM (IT Service Management) definition
IT Service Management, or ITSM (Information Technology Service Management), includes processes designed to plan, deliver, and continuously improve how an organisation uses and operates IT services. The goal is to provide IT services that are both effective and efficient, aligned with the organisation’s technology objectives and operational needs.
Importance of ITSM for a business
ITSM is strategically important for organisations because it improves operational efficiency through optimised management of IT processes. A well-run ITSM approach can reduce downtime, improve service quality, and lower operating costs.
In practice, ITSM also strengthens risk management by improving incident handling processes. It can increase end-user satisfaction by improving the quality and availability of IT services.
Why migrate to a new ITSM service?
Because ITSM is strategic, using the right tool matters. Migrating to a more capable ITSM platform can resolve operational challenges or data management limitations. A well-planned migration to a more modern, better-equipped ITSM solution can reduce costs while increasing user and/or customer satisfaction.
This guide explains how to run an ITSM migration project efficiently so you gain productivity and avoid friction during go-live. If your objective includes a HaloITSM migration in France (or across Belgium/Luxembourg/Switzerland), the same foundations apply: process clarity, solid data migration, and strong change management.
Understanding ITSM
Before migrating ITSM systems, clarify what ITSM covers. Migration typically involves transferring critical (sometimes sensitive) operational data and redesigning service workflows that are central to how IT supports the business. This is why you should anticipate the scope of changes, operational impacts, and required user involvement before switching tools or processes.
Main ITSM processes
Incident management : Incident management is a core ITSM process. Its objective is to restore services as quickly as possible after an interruption. In many organisations, it spans several phases—from detection and classification to resolution, closure, and post-incident learning for continuous improvement.
Problem management : When incidents repeat, they become a structural issue. ITSM also includes problem management to identify root causes and implement corrective changes. Mature tooling and structured workflows help teams standardise treatment and continuously improve service performance.
Change management : Changes in IT services can introduce significant risk. Change management helps minimise disruption while creating opportunities to improve service quality and operational efficiency. When a change request is submitted, you need the tools to plan implementation and assess impact on operations.
- Service request management : Standard service requests cover day-to-day needs handled by IT (often in a consistent, repeatable way). An ITSM tool helps organise and automate these workflows across your service platform.
IT asset management : IT asset management supports automated tracking and optimisation of assets (hardware, software licences, and other IT assets). Better inventory automation and maintenance-cycle optimisation reduces risk and improves operational efficiency.
A unified ITSM platform connects these capabilities, enabling more consistent data governance and stronger service performance across the organisation.
ITIL and ITSM
ITIL definition
ITIL (Information Technology Infrastructure Library) is a reference framework for IT Service Management. Initially developed in the UK, ITIL provides guidelines so IT service delivery supports business objectives.
ITIL covers practical ITSM topics and includes processes for service design, change, and continuous improvement aiming to optimise service quality and reduce risks related to your data and operations.
How ITIL is used in ITSM
ITIL is widely used to structure ITSM because it provides best practices and standardised processes. This helps organisations improve service quality and efficiency while aligning operations to business strategy.
ITIL can also help you assess your current ITSM maturity: processes that don’t align with ITIL principles may be outdated or poorly automated. If you’re modernising your ITSM stack (including a HaloITSM migration), ITIL remains a reliable benchmark for process quality and governance. For additional context, see What are the ITIL processes?
Preparing for migration
Needs assessment
Before implementing ITSM changes, analyse your current processes. Every organisation has its own operating model, constraints, and objectives—there is no one-size-fits-all assessment.
A structured analysis helps you build a complete view of the current state. Many organisations also find that involving an external specialist early improves the quality of outcomes once data migration is completed.
The five steps to structure your ITSM process analysis
- Data collection
Gather information about current ITSM processes, tools, workflows, and ownership. Involve key departments and management early to capture reality—not just documentation. - Process mapping
Map workflows end-to-end to visualise service flows within your ITSM landscape. This clarifies how work is done today and highlights optimisation opportunities after migration. - Performance evaluation
Review process performance using available data and KPIs (e.g., resolution time, SLA compliance, success rates, customer/user satisfaction). - Gap identification
Compare current practices with ITIL best practices to identify where workflows need better governance, automation, or support coverage. - Improvement opportunity analysis
Identify automation opportunities and service improvements. This step is critical to selecting the right platform and defining the target state. As an external consultant, SMC Consulting can support planning and improvement of your ITSM services.
Choosing the ITSM solution
Once you’ve assessed needs and analysed your data, select the ITSM solution that best fits your organisation. Consider how the platform choice impacts users, IT teams, and customers.
Key criteria typically include functionality, usability, cost, scalability, and integration compatibility. Compare available ITSM solutions to ensure you have the capabilities you need—especially if your target includes a HaloITSM migration roadmap for France/Benelux/Switzerland requirements.
SMC Consulting has supported organisations for over 20 years in selecting and implementing ITSM platforms. If you want support for your ITSM change programme, you can book a meeting.
Migration planning
After choosing your ITSM platform, build a detailed migration plan. Because data complexity and service criticality vary by organisation, timelines are rarely “standard”—but your plan should always include clear milestones, documentation, responsibilities, and delivery dates.
You also need to anticipate the resources required: budget, key personnel, testing capacity, and continuity measures to keep service impact minimal (ideally invisible to customers).
SMC Consulting supports clients by building a clear project plan, mobilising the right resources, and providing guidance throughout the migration process.
Implementing the new ITSM platform
Installation and configuration
This is a critical step: deploying your platform and operationalising your new ITSM processes. Before installation, prepare the environment and plan the export of data from your current tooling to avoid service disruption.
Then configure your new ITSM platform and start up services in a controlled way (often with staged rollout and validation).
Data migration
Data extraction from your current ITSM tool to the new platform must be planned carefully. A complete, validated migration enables users to resume work quickly and reduces customer-facing interruption.
Data will populate your new ITSM platform and become the foundation of operations. Extraction, cleansing, transformation, and validation can take time—so ensure backups and risk controls are in place.
SMC Consulting specialises in deploying the right tooling for each client and supporting teams through secure, structured migrations—especially when migrating to modern ITSM platforms such as HaloITSM.
User training
Training is essential for successful adoption. To accelerate the learning curve, use a blend of training formats:
- Online training (webinars, self-paced modules) with quizzes and hands-on exercises
- In-person workshops for practical learning with expert supervision
- Short video content for continuous enablement
- Clear documentation (guides, procedures) distributed before go-live
- Ongoing support via help centre, community forums, and technical support
Q&A sessions remain useful, but many organisations now complement them with AI-based knowledge tools and chat support.
Successfully migrating ITSM systems: key takeaways
Preparing your migration
Prepare ITSM change implementation to anticipate issues and optimise migration effectiveness. Follow a structured analysis: collect data, map processes, evaluate performance, identify gaps, and define improvement opportunities for your ITSM platform.
Choosing ITSM software
Once the analysis is complete, choose a solution that fits your needs—reducing incident duration, improving service efficiency, and strengthening how your organisation is perceived by customers.
Planning your migration
After selecting the platform, plan the migration around data complexity and change impact. Ensure you mobilise the right resources. Otherwise, support requests may spike after go-live and reduce operational efficiency—impacting service quality and customer satisfaction.
Implementing your new ITSM platform
Once preparation is complete, move to production: migrate data, activate and configure new ITSM services, and deliver training to users and/or customers.
SMC Consulting: an expert team to support your transition to a new ITSM system
Considering an ITSM migration but unsure where to start? SMC Consulting can help. Our experts have supported organisations through IT change programmes for 25 years.
As a certified partner of market-leading tools like Halo ITSM, we help teams deliver structured, secure migrations—supporting assessment, planning, data migration, and training. If your priority is a HaloITSM migration in France (or across Belgium/Luxembourg/Switzerland), we adapt the programme to your governance, compliance, and operational requirements.
Contact us to transform your IT service management and maximise operational efficiency.
