We have an instance of Service Desk Plus that is between 5 and 10 years old. It has a lot of issues ranging from duplicate requesters to messy/ inefficient categories.

Should I build new or try to fix the old?

If I build new, I would like to do a “side-by-side” build in alongside our existing instance. When completed and thoroughly tested, I would then cut over to the new instance and shutdown the old one.

If you’ve done this before, would you be willing to share the steps that you took and lessons learned? Also, is there documentation that would be helpful in this regard?

If I try to fix the old instance, is there an efficient process for cleaning up data that has been imported from Active Directory? What is the best way to clean up categories, essentially removing or inactivating old ones and creating new ones? If you gone this route, would you be willing to share the steps that you took and the lessons learned? Again, is there documentation that would be helpful for this strategy?

Thank you in advance for any insight that you may be able to offer.

Best regards,

Chuck Grubisic