Service desk systems are of great importance to most IT departments. They are used to manage not only incidents and service requests, but also for authorizations and the management of internal projects. Moreover, data obtained from an ITSM system can be used for time accounting, invoicing and cost estimates. Finally, yet importantly, tickets and their metadata build a structured and searchable request history and knowledge base.
In the event a ticketing system needs to be merged with another system or has to be completely shut down, it is important that this precious data be preserved.