A large, international bank asked us to help us solve an issue the bank was facing. The bank had just switched its helpdesk system from BMC Remedy to ServiceNow. During this transition, the bank was trying to figure out how to migrate and access its historical helpdesk data from BMC Remedy for both knowledge and compliance purposes.
It can be very expensive to migrate data from one helpdesk system to another. We typically don’t recommend data migrations in these cases because each helpdesk system has its own nomenclature, processes, fields, and databases. Inserting your old data into the new system is similar to forcing a circular block into a square hole – it can be done, but it doesn’t quite fit. Therefore the bank needed another solution to ensure that it could access its BMC Remedy data.
This is where Yurbi was able to help. The customer needed access to its historical data and currently open change requests (CRs) stored in BMC Remedy, without using BMC Remedy software (it was being turned off due to the migration). The customer also needed this solution to be business-user friendly and web accessible. For the customer’s open tickets, instead of migrating or recreating all the tickets (over 100 open CRs) into ServiceNow, we recommended they created a stub within ServiceNow that displayed the ticket name and core info like group assignment and remedy ticket number, versus migrating all of the ticket data such as activity logs, attachments, etc., into the new system.
When we implemented Yurbi, we were able to build an out-of-the-box solution pretty quickly. The customer was able to completely shut down BMC Remedy because Yurbi connected directly to the Remedy database (not any Remedy APIs). By leveraging the Yurbi premium app, we were able to build an entire set of reports that allowed the customer to access its historical helpdesk data. Because of how we configured the app, the end-users now have the ability to search tickets, search into the description fields, and search the work info logs.
Additionally, since we were able to tie in Yurbi’s embeddable URL and smart prompting features, we built the customer a report on its active change orders that accepted the order number as a prompt. By doing this, the customer’s ServiceNow administrator was able to add a link into ServiceNow that would read the ticket from ServiceNow, and then allow a user to click the link and bring up the change order ticket history from Yurbi. In this scenario, we were able to build two integrations – one from Yurbi to the BMC Remedy database and one between Yurbi and ServiceNow.
There are many different use cases for Yurbi, and one use case is for companies that need help migrating from one system to another. In the above scenario, the customer was migrating helpdesk systems, but Yurbi can solve the same migration issues with a variety of systems.
Is your company struggling to migrate systems? Give us a call or leave a comment below!