Introduction
IT service management is the backbone of operational efficiency for modern healthcare organizations. With the rising need for responsive support, scalable automation, and intuitive ticket handling, many enterprises are shifting toward platforms that offer greater flexibility and streamlined workflows. This case study highlights health transitioned from servicenow to freshservice using klamp’s proprietary migration solution built for secure, accurate, and seamless data movement.
The migration required careful handling of historical incident data, attachments, ticket notes, and essential conversations all executed with precision to maintain data integrity and continuity.
Client information
Health sought to move away from its legacy servicenow setup to adopt freshservice as its modern ITSM platform. The primary goals included:
- Enhancing the user experience for IT agents
- Improving operational transparency
- Use automation-optimized workflows
- Minimizing ongoing system maintenance overhead
The migration involved 300 open incident tickets, including attachments, conversations, and notes. With no custom fields and only standard attachment formats such as PNG, PDF, and MS Word files, the migration scope was clearly defined and ideal for klamp’s structured approach.
However, the project still required meticulous planning due to variations in how servicenow and freshservice structure ticket data, conversations, and activity logs.
Migration challenges
Migrating from ServiceNow to Freshservice involves significant structural differences in:
- Ticket schema
- Conversation formats
- Activity timelines
- Attachment processing
- API throttling behavior
Additional challenges included:
- Dependency on ServiceNow access (either through SQL or API)
- Managing attachment exclusions such as drivers or executables
- API rate limits imposed by freshservice
- Need to maintain public/private visibility in notes
- Differences in timestamp recording due to service account usage
Klamp designed a strategy to overcome each constraint without impacting data accuracy or business continuity.
Approach
Migration tool setup and configuration
Klamp configured its migration engine in alignment with both platforms’ data models. Key setup steps included:
- Establishing field mapping between ServiceNow and Freshservice
- Configuring attachment handling logic
- Defining migration rules for ticket relationships
- Preparing the queueing engine for API rate-limit compliance
This foundation ensured consistency and minimized migration errors.
Ticket sync strategy
The migration included:
- Incident tickets
- Service requests
- Change tickets
Even though only 300 open incidents were in scope, klamp ensured flexibility to handle service requests and changes as well, as part of the overall configuration.
The migration preserved:
- All conversations
- Notes
- Attachments
- Ticket relationships
Klamp’s engine automatically filtered unsupported attachments such as drivers and executable files, ensuring compliance with freshservice rules.
Pre-requisites
The migration was dependent on:
- Access to Freshservice
- ServiceNow access via SQL or API
- Complete field mapping documentation
Once these were provided, klamp executed initial test runs and verification cycles.
Limitations and engineered solutions
Freshservice API limitations
Freshservice enforces strict rate limits that can extend migration timelines. Klamp’s intelligent throttling mechanism addressed this by:
- Distributing API calls efficiently
- Batching ticket updates without overwhelming the system
- Using retry logic for transient failures
This ensured stability throughout the migration.
Attachment constraints
Klamp’s engine offered automatic handling of attachment limitations:
- Detecting unsupported formats
- Resolving issues with file names containing special characters
- Ignoring restricted file types such as .exe or driver packages
These capabilities reduced manual intervention and kept the migration pipeline clean.
Notes and activity preservation
All public and private notes were migrated into Freshservice while maintaining visibility settings. However, since migrations use service accounts, exact user-level activity logs could not be preserved.
Klamp offered a workaround:
- Adding historical activity snapshots as notes
- This option required additional API calls and could extend timelines
The solution remained optional and configurable based on customer preference.
Timestamp limitations
Due to Freshservice restrictions:
- Original timestamps could not be preserved for activity logs
- Service account timestamps reflected the migration execution times
Klamp documented these constraints, ensuring transparency before launching.
Data verification
To ensure accuracy, klamp shared a sample of 10 records per module before the full run. This allowed health organization to verify:
- Mapping correctness
- Attachment integrity
- Conversation alignment
- Completeness of ticket relationships
After approval, the full migration proceeded with confidence.
Timeline
The complete project was structured to be delivered within 15 working days following SOW approval and prerequisite completion. Klamp allocated 60 hours of effort for configuration, execution, and quality assurance.
Results
The migration to Freshservice was executed smoothly with:
- Accurate transfer of 300 open incident tickets
- Full preservation of conversations and notes
- Seamless ingestion of PNG, PDF, and MS Word attachments
- Complete compliance with ServiceNow and Freshservice data models
- Zero disruption to ongoing IT operations
Our client now benefits from improved ticket tracking, automated workflows, and a more intuitive ITSM environment powered by Freshservice.
Why organizations trust klamp for data migration
Klamp’s migration platform delivers:
- Advanced automation
- Precision-built data mapping
- Intelligent API orchestration
- Robust error handling
- Real-time logging and monitoring
- Proven performance with large and small datasets
As demonstrated in this data migration case study, klamp’s expertise ensures every migration whether 300 tickets or 300,000 is executed with reliability and confidence.
Conclusion
Transitioning from ServiceNow to Freshservice requires a deep understanding of platform structure, API behavior, and data handling constraints. Klamp’s engineered approach enabled sound behavioral health to migrate securely, accurately, and efficiently, setting up a strong foundation for their future ITSM operations.
With klamp’s automation-driven migration engine, organizations can modernize their IT systems without suffering downtime, data loss, or workflow disruption.
