BMC Helix ITSM Migration Service

What you get:

BMC will perform the following:

Analyze and Design

• Identify and document Non-standard Configurations* and Non-standard Integrations*
• Prepare Migration Design Document

Prepare for Migration

• Conduct walkthrough of the migration process
• Install BMC Helix Data Manager in Customer’s environment
• Run BMC Helix Data Manager discovery and data mapping
• Prepare Deployment Plan

Migrate and Test

• Migrate Foundation Data*, Application Data*, reporting, and transactional data.  This may include ITSM, Smart IT, Digital Workplace
• Migrate Standard Configurations* and Standard Integrations*
• Repoint existing Standard Integrations on the target system to the BMC Helix ITSM platform
• Perform Unit Testing
• Assist Customer with System Testing and Integration Testing for up to three weeks (for Standard Testing Support) OR six weeks for (comprehensive testing support)

Prepare for Performance Testing

• Review performance testing approach for Advanced Configurations* and integrations with Customer
• Identify and modify up to 10 Helix Prescriptive Test Cases* (chosen by Customer) for creating user workloads. Each test case may have up to 10 fields per test case 
• Identify up to three integrations (based on REST, API, or Web Services) for creating simulated inbound integration workloads

Conduct Performance Testing

• Simulate peak concurrent usage using Customer-defined workloads and capture performance results
• Simulate network latency of 0ms/50ms/300ms and capture performance resultsIdentify bottlenecks and provide recommended actions

Final Cut-over and Post-Production Assistance

• Execute final cut-over as documented in the Migration Design Document and Cutover Plan
• Provide post-production assistance for up to one week

Customer will be responsible for:

• Provisioning an on-premises environment to install BMC Helix Data Manager and host a copy of the required databases
• Provisioning on-premises client gateway servers to facilitate connectivity between Customer’s On-Premise systems and the BMC Helix system
• Configuring the staging database in Customer’s environment
• Restoring copy of Customer’s production database on Customer’s staging database
• Providing access to BMC consultants to their Remedy ITSM on-premises staging environment
• Provide a fast, reliable connection from the on-premises staging server to the BMC Helix FTP server
• Performing user functional testing for a period of up to three weeks before production go live
• Adhering to temporary code OR configuration freeze as recommended by BMC Project Team
• Providing an application subject matter expert (SME) with a good knowledge of Customer’s Advanced Configurations and integrations. This SME will also be required to assist with Unit Testing
• Providing SME for any integrated applications to perform repointing of integrations and assist with Unit Testing
• Remediating Non-standard Advanced Configurations and Non-standard Integrations
• Applying fixes to Standard Configurations and Standard Integrations for non-migration related issues identified during user functional testing or performance testing

BMC will migrate your on premise Remedy ITSM based on one of the approaches below:

Solution Scope and Assumptions

• Migration and testing will be performed on quality assurance and pre-production environments
• Performance testing will be executed in the Pre-production environment
• User loads and integration workloads will be generated using the JMeter load testing tool
• Performance testing will be run at a BMC data center
• Integration tests are simulated and do not represent end-to-end integration components
• BMC assumes no data integrity issues in Customer’s environment

Project Milestones: The following Milestones are established between the Customer and BMC. Once BMC has reached a milestone, the BMC project manager will issue a milestone completion letter to Customer.

• Milestone 1: Upon delivery of the Project Schedule
• Milestone 2: Upon delivery and approval of the Migration Design Document
• Milestone 3: Upon delivery and approval of the Go Live Cutover Plan
• Milestone 4: Upon completion of the Project Closeout meeting and the delivery of the project completion letter

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:

• Project Schedule
• Project Status Report
• Migration Design Document
• Go Live Cutover Plan
• Performance Test Report

Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.

Pre-requisites:

Customer’s on premises BMC products:

• BMC ITSM version is 20.02 or later
• BMC Digital Workplace Catalog version 20.02 or 20.08
• BMC Smart IT version 20.02 or later
• BMC Helix ITSM: Smart Reporting version 20.02 or 20.08
• Customer’s On-Premise database is Microsoft SQL Server or Oracle

Additional information:

• Estimated Duration: 18-20 weeks (Standard Testing Support), 21-24 Weeks (Comprehensive Testing Support)
• In-Scope Products: BMC Helix Digital Workplace, BMC Helix ITSM
• Service Type: Deployment
• Availability: Active
• Success Service Code:
  • MIGR_ITST_004_OFFSHORE
  • MIGR_ITST_004_ONSHORE
  • MIGR_ITCO_004_OFFSHORE
  • MIGR_ITCO_004_ONSHORE
• Date Last Updated: 03/15/2023