Migration from ServiceNow to SimpleOne ITSM - Commonwealth Partnership experience

About Commonwealth Partnership

Commonwealth Partnership (CMWP) is a leading Russian commercial real estate consulting company with over 30 years of experience in the market. The company offers its clients comprehensive solutions for investment, management and development of real estate projects using in-depth knowledge of the Russian market, as well as global experience and expertise. CMWP team has over 400 employees.

Project background and objectives

Commonwealth Partnership needed to migrate to a new ITSM system due to the localization of an international company in the Russian market. The company lost access to the global system ServiceNow, which it used to automate IT processes.

The prospect of processing requests through e-mail and corporate messengers did not suit the management. The company needed a solution that would:

• preserve familiar ITSM processes without significant changes for users;
• automate the processing of requests, incidents and service requests;
• provide employees with a convenient self-service portal;
• obtain transparent pricing.

Solution Selection

The company needed a solution to automate the three main and most stressed processes:

• call handling;
• incident management;
• processing of service requests.

An important requirement was the availability of a service catalog to organize a self-service portal for end users. The company made the final decision to switch to SimpleOne after comparing several solutions from Russian vendors.

The advantages of SimpleOne that influenced the choice:

• Transparent pricing. SimpleOne offered a comprehensive boxed ITSM solution without hidden fees for additional modules. The price included automation of all necessary processes and self-service portal - without separate billing and additional calculations.
• Cloud-based delivery model. The use of cloud licenses eliminated hidden fees for increasing infrastructure capacity as the number of requests grows. Additionally, the company noted that SimpleOne solutions have no file storage limitations.
• Off-the-shelf technical support. Service support is included in the cloud delivery out of the box.
• Concise design. When choosing between different systems, CMWP noticed SimpleOne's minimalistic and uncluttered interface.

Project Stages

The project to migrate Commonwealth Partnership to SimpleOne ITSM took only two months and was implemented by the integrator partner AUXO. The project was implemented according to the Rapid Application Development principle - the integrator's team worked in iterations: held sessions with the customer, collected requirements, agreed on them and implemented them immediately.

Stage 1 (March 2025 - first half of April 2025): design and requirements gathering

The integrator's team conducted several analytical sessions with the customer, drafted the terms of reference and a description of the future solution. At this stage, the processes were consistently described and agreed with the customer.

Stage 2 (second half of April 2025 - May 2025): system development and configuration

The main works on the configuration of the platform to meet the needs of the customer. The team sequentially implemented the modules: first the service catalog and portal, then the processes of handling calls, incidents and service requests.

Phase 3 (end of May - beginning of June 2025): testing and launching

Customer testing, staff training, and system go-live. Commonwealth Partnership began full operation of the new system in early June.

Implemented functionality

As a result of the project, CMWP received a fully functional ITSM system that covers the main needs of the IT department in automating service processes.

For CMWP, SimpleOne ITSM implements an external portal for end users and an internal interface for support agents. End users submit requests through the service catalog or create incidents through the portal, and agents handle all types of requests through a single interface.

The main processes are:

• Requests - handling all incoming requests with the ability to reclassify them as incidents or service requests. The reclassification mechanism is familiar to users from their experience with ServiceNow;
• Incident management - requests are received through requests or directly from the portal. When an incident is created, the system automatically identifies responsible groups and prioritizes them;
• service requests - users select the required service from the catalog, the system automatically transfers the request to the required department and binds it to the configured SLA with dynamic management depending on the priority of requests.

About 20 services are implemented in the company's service catalog, covering 80% of such employee needs as:

• access to resources and internal systems;
• work with equipment: issuance and replacement of peripherals (mouse, headset, keyboard), computers;
• software installation and customization;
• work with e-mail;
• VPN and messenger configuration.

Integrations and technical customization:

• Active Directory integration - full employee directory upload with organizational structure, including department tables, divisions and manager information;
• Single Sign-On - authorization through corporate accounts is configured;
• Mail integrations - the system sends notifications to the mail and automatically processes incoming mails, creating requests from them, while filtering auto-replies and spam.

Results in figures

SimpleOne ITSM is used by first line support staff, IT support agents and all company employees as end users of services.

Outlook

Commonwealth Partnership is looking at scaling SimpleOne to other parts of the company. Plans are underway to move to an ESM (Enterprise Service Management) approach by scaling ITSM practices to departments such as marketing, accounting, human resources, and other service departments.

Architecturally, the system is ready for expansion, all process participants can be transferred to a single platform without technical limitations, as SimpleOne is a platform solution created specifically for the realization of the ESM approach. The development decision is still in the future, but SimpleOne already provides all the necessary capabilities for company-wide automation of service processes.

Additionally, CMWP aims to develop ITSM functionality and improve the implemented processes. Plans include:

• approval processes for requests requiring multiple levels of approval;
• improving agent performance: implementing reminders for SLA indications, reaching thresholds, and other notifications;
• knowledge base with ready-made solutions for typical issues;
• Change Request Management (Change Request Management) to control changes in the IT infrastructure;
• CMDB (Configuration Management Database) for managing configuration units.