The provider maintained a large volume of client-specific documentation in IT Glue, a body of knowledge that had grown across years and multiple acquisitions. As it standardized its operations on ServiceNow, keeping documentation in a separate tool meant fragmented access, duplicated effort, and governance that was hard to enforce consistently across hundreds of clients.

Migrating that content was not a simple import. IT Glue exports rely on embedded images hosted via externally referenced Amazon S3 links, which standard ServiceNow import tooling cannot resolve. The provider also needed each client's knowledge to remain strictly separated and access-controlled, and the process had to be repeatable so future migrations could follow the same path.

The provider needed a scalable, controlled way to move roughly 500 client knowledge bases and 20,000 documents onto ServiceNow without losing content, structure, or security.

Konversational delivered the work as a structured program rather than a one-off import. Because standard tooling could not handle IT Glue's externally hosted images, Konversational designed and built a bespoke migration application to extract, transform, and prepare knowledge content for ServiceNow, resolving embedded image references along the way.

The approach combined manual and automated steps. The provider exported IT Glue knowledge content per client, while Konversational executed a repeatable process to transform those exports into ServiceNow-ready formats, import articles into client-specific knowledge bases, apply the appropriate access controls, and migrate supporting vendor data from CSV files. ServiceNow domain separation kept each client's knowledge secure and separate, with centralized governance across the platform.

Delivered using Konversational's NowCreate framework with agile sprints, the engagement was designed for scale and repeatability across roughly 500 client knowledge bases and 20,000 documents, with quality assurance on a representative sample and the provider retaining ownership of ongoing knowledge governance. Konversational continues to support the platform through a managed service.

The provider moved its client documentation off IT Glue and onto ServiceNow Knowledge Management, consolidating roughly 500 client knowledge bases and 20,000 documents onto a single platform with secure, per-client access through domain separation.

The bespoke migration application turned a migration that standard tooling could not perform into a controlled, repeatable process, resolving the externally hosted images that had blocked a standard import and giving the provider a reusable path for future IT Glue migrations. Combining manual export with automated transformation kept the rollout controlled and scalable.

With knowledge now centralized and governed on ServiceNow, the provider has a stronger foundation for consistent service delivery across its client base, and, through an ongoing Konversational managed service, a platform positioned for further consolidation and AI-driven enhancements.