The Challenge: Migrating 7,500+ Assets in 6 Months

When a major Consumer Health company spun off from its parent organization, it faced a monumental task: refreshing and migrating its entire library of knowledge assets to a new ServiceNow instance. This wasn't just a simple data transfer; it was a race against a 6-month clock to establish a completely new global identity.

The project’s complexity was driven by:

• Huge Data Volume: The move involved over 7,500 knowledge articles and 4,000 attachments previously housed in Salesforce.

• Global Requirements: To serve stakeholders worldwide, content had to be accurately translated into 12 different languages.

• Rebranding Complexity: Every asset required updates to logos, styles, links, and terminology to reflect the company’s new independent brand.

The Solution: A Highly Collaborative ServiceNow Knowledge Migration

Knowledge Accelerators (KA) stepped in to manage the ServiceNow knowledge migration through a blend of technical expertise and robust partner collaboration. By working closely with the client and system integrators, KA provided critical input on ServiceNow configurations to ensure a seamless transition.

Strategic pillars of the solution included:

• Hybrid Extraction & Rebranding: KA utilized a mix of bulk and manual extraction methods, supported by automated rebranding tools to ensure every article met the new brand standards.

• SME-Led Translations: After automated translations were applied to 12 languages, KA trained the company’s Subject Matter Experts (SMEs) to review and approve content, ensuring high-quality global accessibility.

• Flexible Deployment: Recognizing that some teams needed to go live early, KA implemented workarounds that allowed uninterrupted access to rebranded content prior to the official launch date.

The Results: 17,000+ Rebranded Assets Integrated Successfully

The ServiceNow knowledge migration was a resounding success, finishing ahead of the 6-month deadline and ensuring the company was live and ready on day one.

Key outcomes included:

• Massive Content Integration: A total of 17k+ rebranded articles and attachments were successfully migrated, including 5.5k translated articles.
  

• Comprehensive Visual Support: KA managed the upload of 40k images to ServiceNow, ensuring that users had the visual cues they needed to remain productive.
  

• Uninterrupted Access: Thanks to strategic program management, teams had immediate access to the knowledge they needed, minimizing downtime during the transition.

By combining automated rebranding tools with agile program management, this Consumer Health leader successfully navigated a high-pressure spin-off. The result was a fully localized, global ServiceNow knowledge base delivered ahead of schedule, setting the stage for long-term operational success.