Gear

 

 

 

Learn more on migrations from SDE

Here’s a little update for our customers regarding Service Desk Express (SDE) Migrations. RJR has spent a good part of the past two years in discussions with customers regarding SDE migrations as well as migrating our existing customers from SDE to other solutions. We wanted to take this opportunity to share some important points that have come out of the discussions and migrations.

What do our customers expect out of their migrations?

  • The primary expectation that we seem to be hearing from our customers is that our customers expect to have the exact same functionality in the new solution that was implemented in their current solution. Many of our customers have been with us for more than 15 years. Throughout those years, RJR has continually assisted them in implementing new and custom modules to meet their business needs.
  • Many of our customers have been using and improving our solution for more than 15 years, therefore a significant investment has already been made in their current solution. Their current solution may be heavily incorporated in their daily business functions which in turn means their organization is heavily dependent on the current system.
  • Our customers have indicated that they expect a smooth transition with minimal downtime of their solution.
  • Migration costs need to be kept as low as possible.

What does RJR need from our customers?

RJR has developed a very strategic migration process which takes our customers through a detailed review of their current system and processes as well as budget and timeline requirements. We have a large number of migrations scheduled for the next few years and have increased our team in order to properly assist our customers.

  • RJR needs to know what Fiscal Year (FY) our customers are targeting their migrations for (e.g. FY16, FY17, etc.). Several discussions have already occurred with many of our customers regarding migration timelines and we are still in the process of contacting our customers to schedule these discussions if they have not already occurred. We fully understand the need to budget accordingly, therefore we are always ready and willing to assist your organization with ensuring funds are available for the FY that will be affected.
  • We require support from our customers in performing migration reviews.
  • Access to our customer’s current solution and the associated process managers/owners is important.

What does RJR want to achieve?

RJR has been a leader in the ITSM world and we are always ready to assist our long standing customers in moving forward into the Digital Enterprise Management (DEM) era. We aim to perform a seamless transition from the current solution to the new solution. RJR has always delivered our Professional Services on a consumable basis which means you are only invoiced for services rendered.

  • RJR renders projects on time and on budget.
  • RJR incorporates ITIL Best Practices in all processes we implement.
  • RJR ensures existing processes are improved to fit your organization’s current needs.
  • RJR will continue to provide the same expert quality First Contact Support for your new solution.
We look forward to working together with you on your smooth SDE migration!