26 Sep 2025

How We Migrated Legacy ITSM to AI-Driven ServiceNow Workflows

In an era where agility and intelligence define operational success, legacy ITSM systems often act as barriers rather than enablers. At ARK Infosoft, we embarked on a strategic transformation journey—migrating our client’s legacy IT Service Management (ITSM) ecosystem to an AI-driven ServiceNow platform. The result? Smarter automation, faster resolutions, and a foundation ready for the future of digital service delivery.

The Challenge: Outdated ITSM Systems Holding Back Innovation
Legacy ITSM tools often come with fragmented workflows, manual approvals, and lack of analytics-driven insights. For our client, this meant slow ticket resolution, inconsistent user experience, and limited scalability.
The challenge was clear — how do we evolve an aging ITSM landscape into a proactive, intelligent, and adaptive environment without disrupting daily operations?

The Approach: Strategic Migration with Minimal Downtime
Our migration strategy was designed around three pillars: Automation, Intelligence, and Experience.

1. Assessment & Discovery

   • Mapped existing ITSM processes, dependencies, and integrations.

   • Identified automation-ready workflows and redundant tasks.

   • Conducted an AI-readiness assessment focusing on data quality and process maturity.

2. AI-Driven Workflow Design

   • Rebuilt service workflows on ServiceNow, embedding AI-assisted ticket routing and predictive incident classification.

   • Implemented Natural Language Understanding (NLU) to automate request categorization and resolution suggestions.

   • Introduced virtual agents for instant employee self-service and support desk relief.

3. Phased Migration & Testing

   • Executed a hybrid migration approach using parallel runs, ensuring zero downtime.

   • Leveraged ServiceNow IntegrationHub for seamless data and API connections to existing tools.

   • Conducted user acceptance testing with iterative AI model tuning for accuracy and contextual relevance.

The Result: From Reactive Support to Predictive Service Excellence
Within weeks of the full rollout, the transformation was evident:

✅ 40% reduction in incident resolution time
✅ 60% fewer manual interventions through workflow automation
✅ Real-time analytics dashboards offering visibility into SLA performance and agent efficiency
✅ Proactive problem management, powered by anomaly detection and trend prediction

The once-manual ITSM processes evolved into an intelligent ecosystem capable of learning, adapting, and optimizing service experiences across the enterprise.

Key Learnings & Best Practices

• AI is an enabler, not a replacement. Human oversight and continuous model tuning remain crucial.

• Start small, scale fast. Piloting one or two high-impact processes allows measurable success and faster adoption.

• Data hygiene is non-negotiable. AI insights are only as good as the data feeding them.

• User experience drives success. Intuitive UI and transparent workflows lead to higher satisfaction and compliance.

The Future: Autonomous IT Operations (AIOps) and Beyond
This migration is more than a platform upgrade—it’s a cultural shift towards intelligent service delivery. As we expand AI capabilities with AIOps and GenAI-based assistants, we envision ITSM systems that predict, prevent, and self-heal—turning IT into a proactive business partner rather than a reactive cost center.