CASE STUDYADVANCED

Advanced successfully upgradesmanaged service customers to latest

Remedy ITSM v9.1 using Alderstone CMT

ThRough TheIR enTeRpRISe And MARkeT foCuSed SoLuTIonS,AdvAnCed poSITIveLy IMpACTMILLIonS of peopLe’S LIveSThRough ConTInuALLy InveSTIngIn TheIR peopLe, pARTneRShIpSAnd own TeChnoLogIeS To STAyfoCuSed on TheIR MARkeTS’,CuSToMeRS’ And TheIRSTAkehoLdeRS’ needS.

They enable their customers to driveefficiencies, savings and growth opportunitiesthrough focused, right-first-time softwaresolutions that evolve with the changing needsof their business and the markets in whichthey operate.

True partnership is the defining thing thatmakes Advanced different from thecompetition. Advanced pride themselves on delivering focused software solutions for public sector, enterprise commercial and health & care organisations that simplifycomplex business challenges and deliverimmediate value.

Advanced is a Sunday Times Top Track 250Company 2015 and was ranked in theDeloitte UK Fast 50 which recognises the 50 fastest growing technology companies in the UK and a winner of the Tech Companyof the Year in PwC’s UK Tech Awards in 2014.

Learn more at www.oneadvanced.com

ADVANCED SUCCESSFULLY UPGRADESMANAGED SERVICE CUSTOMERS TO LATEST REMEDY ITSM V9.1 USINGALDERSTONE CMT

Advanced provide ITSM as a service to nearly five thousand company entities hosted ona multi-tenant, on-premise 7.6.04 BMC Remedy ITSM system. Advanced have successfullycompleted a phased upgrade to BMC Remedy ITSM 9.1.

Advanced chose to upgrade their system in two phases using Alderstone CMT to safely and rapidly migrate customers and operating company data. This approach significantlyreduced the internal operational impact and costs. Most importantly, Advanced were able to continue to provide uninterrupted, high-quality IT Management services to theircustomers throughout the upgrade process.

72% 80%92%

PROJECTDURATIONREDUCTION

DATAMIGRATIONEFFORT

REDUCTION

CUTOVERDURATIONREDUCTION

UPGRADES

1.5 YEARSREDUCED TO 5 MONTHS

380 DAYSREDUCED TO 30 DAYS

TWO OUTAGES OF >6 DAYSREDUCED TOTWO OUTAGESOF <24 HOURS

THE CHALLENGEA phased upgrade was the idealsolution but, using legacyRemedy data management tools,Advanced found it impossible toperform a phased upgrade dueto fundamental technical issues.Advanced had several important customers keen totake advantage of the new features in BMC RemedyITSM v9.1. However, the impact of a full upgrade ontheir huge multi-tenant application was too large tomanage without impacting customer service delivery.

Advanced’s multi-tenant Remedy system is usedto manage IT Service Delivery to over 5,000company entities, holding nearly 180 millionrecords. Using legacy API tools, it would havetaken nearly seven months to perform a one-offdata migration of all data from Advanced systems,at which point the data would have been sevenmonths out of date! A phased migration preventsincremental data migration, as after the initialwave, subsequent migrations are performed into alive system; meaning the cutover outage wouldhave taken several months with legacy tools.

To perform a phased migration, it is necessary toidentify and migrate the data belonging only tothose Companies in scope. This includes theFoundation Data, such as Sites, Organizations,People, as well as the transactional data belongingto those Companies. Using legacy data migrationtools identifying all of the People belonging to aCompany is straightforward but identifying andmigrating the user permissions, Support GroupMemberships, etc. which belong to those Peopleis simply not possible.

POOR PERFORMANCE

UNABLE TO MIGRATEINDIVIDUAL COMPANIES

THESOLUTIONAdvanced used ALdeRSToneCMT to enable a cost-effective,phased upgrade to a new BMCRemedy ITSM v9.1 system andovercome the technicalchallenges. The customers eager to take advantage of the new9.1 features were migrated in the first wave, and weredelighted with the results. After some fine-tuning ofthe architecture, the second wave migrated theremaining customers into a proven, stable platform.

Alderstone CMT is the fastest data migrationsolution for Remedy ARS, enabling Advanced toupgrade to the latest ITSM v9.1, moving all of thedata in their multitenant BMC Remedy ITSMsystem within just a few hours as opposed tonearly seven months using API tools.

This performance meant a huge reduction in theproject timeline and costs. Advanced were able toperform multiple data migrations as part of thetest and preparation for cutover, giving hugeflexibility. CMT’s performance ensured theproduction cutover outage durations weremeasured in hours rather than weeks.

Advanced leveraged Alderstone CMT’s powerfuldata selection and transformation capabilities toenable a two-phase migration from their ITSM7.6.04 directly to a new parallel ITSM 9.1 system.This is only possible due to CMT’s uniqueunderstanding of the underlying BMC RemedyITSM data model and the ability to safely migraterelated data sets between Remedy systems whileensuring data integrity. Instead of developingcustom scripts, Advanced were able to use theout-of-the-box capability of CMT to migrateselected groups of customers and operatingcompany data safely, ensuring huge cost savings.

FASTEST DATA MIGRATION ADVANCED DATA CONTROL

Ulrich Eggert, Team Coordinator & Senior Consultant, TUI Group

MIgRATIon of SeleCTed CoMpAnIeS wITh AllTheIR foundATIon, TRAnSACTIonAl And

SeRvICe MAnAgeMenT ConfIguRATIon dATA In Two phASeS

MIgRATIon of opeRATIng CoMpAnIeS SuppoRTIng The CuSToMeRSIn The wAve wITh All foundATIon dATA In Two phASeS

MIgRATIon of All gloBAl dATA In fIRST phASe

Our upgrade to Remedy ITSM9.1 ensures we continue

to deliver industry-leadingservices to our customers.

Our phased upgrade approachensured that this majorchange had no impact

on our customers and keptour costs low.

“

”Neil Cross, Managing Director, Advanced

Find out more about howALDERSTONE CMT can help youreduce the cost, complexity andduration of your next Remedy ITSMupgrade or enable you toconsolidate your Remedy systems.

REQUEST A DEMOat: www.alderstone.com/contact

ALDERSTONE CMT really delivered for us. We had no data migration issues at all,

and the speed of migration was fantastic. The phased migration approach allowed us

to complete the upgrade without overwhelming our support teams and without impacting

service delivery to our customers.

“”

Sophie Quayle, Project Manager, Advanced

WE'VE BEEN PROVIDINGHIGH-QUALITY SOLUTIONSFOR THE IT SERVICEMANAGEMENT SECTORSINCE 2008.Our product, Alderstone CMT, is the industry-leading data migration tool enabling companies to upgrade, move to the cloud or consolidate BMC Remedy platforms at a fraction of the cost of legacy methods.

we provide consultancy in the following areas:

pRogRAMMe MAnAgeMenT

pRoJeCT MAnAgeMenT

BMC ReMedy ITSM ConSuLTAnCy

SySTeMS InTegRATIon

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