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BMC Helix ITSM Migration Service


This Service migrates Customer’s existing Remedy ITSM On-Premise platform to BMC Helix ITSM 22.1 and conducts performance testing of Advanced Configurations* and integrations to identify potential performance bottlenecks prior to production go-live.

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:

Delivery Options Success Credits Required
Standard Delivery*
Standard Delivery Country Specific Staffing*
Comprehensive Standard Delivery
Comprehensive Country Specific Staffing

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.


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:
  • Date Last Updated: 03/15/2023

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