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Migrate from Freshservice
to HaloITSM
Move without disruption: preserve ticket history, rebuild workflows, and reconnect your
critical integrations (Microsoft + DevOps) with a planned cutover and hypercare.
Typical timeline: 6–12 weeks depending on scope (data depth, workflows, integrations).
Who this is for
For Service Desk / ITSM leads, IT Managers / CIO offices, and Ops teams who need to:
- Reduce migration risk and avoid service disruption
- Keep traceability (tickets, SLAs, approvals)
- Prevent integration regressions (SSO/Teams/
DevOps/on-call) - Drive fast adoption for agents and end users
You’re in Good Company
HaloITSM to deliver IT services at speed. Join leading organizations like Microsoft, University of Cambridge, Sky, and Cardiff Council who trust our HaloITSM consulting expertise.
What your team gets
An operational HaloITSM service desk
queues, SLAs, forms, service catalog, permissions.
Business continuity
Parallel run + short, planned cutover (Freshservice kept read-only/fallback until final validation).
Useful data migrated
open tickets + selected history window, users/teams, categories, key custom fields (knowledge base when feasible).
Critical integrations reconnected (based on your stack)
SSO/SCIM with Microsoft Entra ID (Azure AD), Microsoft Teams, Microsoft Intune, DevOps sync via Azure DevOps (and Jira if used), on-call with PagerDuty, discovery/CMDB feed via Lansweeper (and optional service mapping with Virima), plus extensions via the HaloITSM API.
Why teams move from Freshservice to HaloITSM
Stronger Microsoft alignment
Entra ID (SSO + SCIM), Teams-first collaboration, Intune-driven asset bootstrap.
More reliable CMDB/ITAM foundation
discovery-first approach with Lansweeper (and optional Virima service mapping).
More adaptable workflows
SLAs, approvals, automations and catalog structure aligned to how your IT really operates.
Better data governance & reporting
controlled extraction from Freshservice and clean mapping into HaloITSM.
SMC Consulting method: 4 phases, 4 milestones
Each phase ends with a milestone (a formal validation checkpoint) to keep risk low.
Discovery & target blueprint
(1–2 weeks)
Goal: Confirm scope, define the target HaloITSM design, and agree the data/integration strategy.
Milestone: Scope signed-of
Deliverables
- Freshservice configuration inventory (processes, fields, SLAs, catalog, KB, assets/CMDB)
- Target blueprint (process + channels + permissions)
- Source-to-target mapping matrix (statuses, categories, custom fields, teams)
- Project plan + risk register + decisions (ticket history window, KB strategy, CMDB strategy)
HaloITSM build & “Day-1” integrations (2–4 weeks)
Goal: Configure HaloITSM and reconnect the integrations your service desk depends on.
Milestone: Ready for data migration (end-to-end tests passed)
In scope (depending on your stack)
- Identity: SSO + SCIM with Microsoft Entra ID (Azure AD) (or Okta), least-privilege roles
- Channels: Microsoft 365 email-to-ticket, portal, Microsoft Teams, notifications
- DevOps & on-call: Azure DevOps, Jira, PagerDuty
- Extensibility: HaloITSM API for specific objects/automations
Data migration & validation
(1–3 weeks)
Goal: Migrate what you need for continuity, compliance, and reporting.
Quality controls: Pilot migration, reconciliation counts, sampling checks, permissions review
Milestone: Data validated
Typical scope
- Open tickets + selected history window
- Users/teams, categories, key custom fields
- Knowledge base + attachments (when feasible; confirmed in Phase 1)
- Assets/CI: rebuild relationships via discovery + targeted imports if required
Cutover & hypercare
(1–2 weeks)
Goal: Go live with minimal friction and stabilize quickly.
Milestone: Go-live signed of
What you get
- Parallel run + Freshservice kept read-only/fallback until final sign-of
- Cutover checklist (SSO, channels, Teams, KB links, integrations)
- Hypercare (fast fixes + post go-live optimization + adoption support)
What we migrate and how
| Area | What we typically migrate | Approach | Key considerations |
|---|---|---|---|
| Identity & access | Agents, requesters, groups, roles | SSO/SCIM via Entra ID (Azure AD) or Okta | Attribute mapping, least-privilege roles, access governance |
| Tickets | Open tickets + history window (e.g., 12–24 months) | Freshservice exports + API (if required) | Volume, attachments, level of detail (conversations/ notes), API/plan limits |
| Service catalog | Catalog items + approvals | Rebuild in HaloITSM | Opportunity to simplify/ standardize; approval routing and forms |
| Knowledge base | Articles + attachments (when feasible) | Export / reformat / re-import | Permissions, internal links, formatting differences |
| CMDB / assets | CI records and relationships | Rebuild via discovery (Lansweeper/Virima) + targeted imports | Data quality, relationship model, reconciliation rules |
| Integrations | Teams, Intune, Jira/Azure DevOps, PagerDuty, etc. | Reconnect + end- to-end testing | Validate real-life scenarios before cutover (“Day-1 readiness”) |
Risk controls
- Validation milestones at every phase (scope, integrations, data, go-live)
- Pilot migration + QA checks before final cutover
- Access & permissions review (SSO/SCIM, roles, KB permissions)
- Cutover plan + rollback plan (if needed)
Next steps
Pick the fastest path forward
Day-1 integrations we
reconnect
Based on your environment, we prioritize integrations that
drive continuity and adoption.
Identity & access
SSO + SCIM provisioning with Microsoft Entra ID (Azure AD) (or Okta)
Collaboration & channels
- Microsoft Teams: notifications, request creation/tracking, embedded experience (configuration-dependent)
- Microsoft 365 email-to-ticket (shared mailboxes, routing, signatures)
Endpoint inventory & CMDB feed
- Microsoft Intune: device import/bootstrap (Graph permissions dependent)
- Lansweeper: discovery feed into HaloITSM
- Optional: Virima for discovery + service mapping
DevOps & on-call
- Azure DevOps: work item sync (scope-defined)
- Jira sync (if used)
- PagerDuty: on-call escalation / incident coordination
Extensibility
HaloITSM API for custom integrations and specific data objects
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FAQ Freshservice to HaloITSM migration
Yes. Most teams migrate open tickets + a defined history window (e.g., 12–24 months). Full history is possible; we confirm
depth (details, attachments, volume) in Phase 1 and validate the approach via a pilot.
We replicate your identity model with Microsoft Entra ID (Azure AD) (SSO + SCIM) or Okta, then validate roles and permissions
before go-live.
We use a discovery-first approach: Lansweeper for asset discovery, with optional Virima service mapping to accelerate
CMDB quality and impact analysis.
Yes. We reconnect and test key scenarios (ticket creation, notifications, portal/bot experience) with Microsoft Teams
(and Slack if used) before cutover.
We aim for a minimal cutover window thanks to parallel run and end-to-end testing. The exact downtime depends on
scope (data depth, integrations, channels).
