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Nov. 9 transition from VSM to Keystone Edge tentatively shifted to Nov. 21

To All AITRs:


Nov. 9 transition from VSM to Keystone Edge tentatively shifted to Nov. 21


VITA began activities to transition from our service desk tool, VMware Service Manager (VSM), to Keystone Edge earlier this week. Initial data transformation is taking longer than expected. This means we will need additional time to complete testing to ensure all agency data is properly migrated before we can formally launch the new tool.


To ensure the transition to the new tool goes as smoothly as possible and does not impact your agency operations, we are tentatively shifting the go-live date for Keystone Edge to Nov. 21. We believe this additional time will allow for more thorough testing and time to validate proper migration of legacy data. We have selected Nov. 21 to take advantage of historically low call volumes prior to a holiday weekend and to avoid conflicts with Medicaid expansion scheduled Nov. 17.


We will confirm this new timeline by the middle of next week so that you have time to prepare. In the meantime, please continue using the Keystone Edge training environment to ensure you are prepared for the transition. 


As you know, large technology upgrades like this don’t always go as smoothly as planned. We need to migrate more than 292 million lines of legacy data and transform its structure to work properly in a new tool. This is no small undertaking. I appreciate your patience and flexibility as we adjust to these unexpected challenges and prepare to deliver the next generation of IT services.


Nelson Moe