PROOF OF CONCEPTON PREMISE UPGRADE

Quickly upgrade to the latest ITSM

THE CHALLENGECustomers who have previously undergone long, difficult and expensive upgrades with BMC Remedy ITSM arereluctant to upgrade.

These customers are most at risk of moving to other Service Management solutions.

THE SOLUTIONIn just one week, demonstrate an upgrade to out-of-the-boxITSM including all of the customer’s live Production data.Demonstrate how easy upgrading BMC Remedy ITSM can beand overcome customer scepticism

WHAT IS INCLUDED?Out-of-the-box, fully working installation of BMC Remedy ITSM

All Production data for all modules upgraded to the latest version

SMART Reporting

OPTIONAL EXTRASSMART IT, MyIT, Cognitive Service Management

Selected, non-conflicting application customisations

OUT OF SCOPEComplex customisations and/or workflow incompatiblewith the latest version

System Integrations

PROOF-OF-CONCEPT UPGRADE IN ONE WEEK

5 EASY STEPS

Delivering a fully-workingITSM system running thelatest, greatest ITSMapplication with all of thecustomer’s data is a verystrong tool for converting a customer from maybe to yes.

New installation of BMC Remedy ITSM

Restore overnight backup of Production database.

Install & configure CMT

Migrate all data to ITSM with CMT

Demonstrate upgraded BMC Remedy ITSM

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ARCHITECTURE IS CONSTRAINED?

ON PREMISE EXAMPLE ARCHITECTUREThe architecture is critical for the optimal performance of the data migration and must be in placeprior to the start of the Proof of Concept. The example architecture diagram shows theconfiguration for a Production database of around 500 GB, with an underlying MS SQL database.

If new architecture cannot be found for the Proof ofConcept, then it is possible to re-use existingarchitecture. e.g. if the current QA system has twoARS Servers in a server group then one of these canbe used for the new system, and the existing QAdatabase can be backed up and temporarily replacedwith an empty database ready for the freshinstallation of ITSM.

CMT does not require an ARS stack to perform datamigration enabling it to be used even where thereare constraints on new architecture.

If there are constraints on the disk space availablefor the database then CMT can be used to migrate asubset of data, for example, only include live Tickets.This can significantly reduce the disk spacerequirements for the File System. If you do not haveenough space to create a copy of the currentProduction database then you may extract datadirectly from the Production system, but this shouldbe done out of core business hours due toperformance impact.

APPLICATIONCUSTOMISATIONSThis rapid upgrade methodology is easiest andfastest if you can migrate to out-of-the-box ITSM.

This is very powerful if the customer is consideringreducing their cost of ownership by reducingcustomisations.

However, it is easy to include a subset ofcustomisations in a one-week Proof of Concept.Overlays for additional fields for out-of-the-boxForms & Custom Forms and Workflow can usually be migrated to the new Helix system in a few hours.

Migrating some Forms & Workflow can reassuresome customers that their critical customisationswill not be lost in a real upgrade.

MUST HAVE ALLCUSTOMISATIONS?If the customer needs their customisations included,then you can allow an additional, time-boxed, weekto migrate a sample set of customisations. The80/20 rule applies, so this will allow the majority ofcustomisations to be included.

Technically incompatible customisations will not bein scope. This will enable an informed discussionabout the work involved for incompatiblecustomisations which enhances technical credibility.Of course, all customisations will be lost if migratingto an alternative Service Management solution.

MS SQLDATABASE

SERVER

SHAREDFILE SYSTEM

> 500 GB

ITSM 7.6.04 OR 8.1RESTORED FROM

PRODUCTION500 GB

ITSM 9.1 DATABASE

500 GB AVAILABLE

DATA PACKAGE

WINDOWS (VIRTUAL) MACHINE

IMPORT

ARS 9.1

MID TIER 9.1

EXPORT

TECHNICALREQUIREMENTSFRESH INSTALLATION OF BMC REMEDY ITSM Typically, it takes just one day to perform a fresh installation ofRemedy ITSM, ARS Server & Mid-Tier. A single ARS and Mid-Tierserver will be enough for a demonstration.

Do not run the upgrade against an existing copy of the customer'sdatabase; it is time-consuming and difficult to achieve a cleanupgrade using this approach.

ENOUGH DATABASE SPACE The new BMC Remedy ITSM installation must have a databasewith enough space to hold the data being migrated from currentProduction.

If this requirement can’t be met, then it is easy with CMT toimport only a subset of the data from Production. For example,import only open Incidents and Closed Incidents logged in the sixmonths. CMT will include all related data, ensuring data integrity.This feature can also be used to demonstrate archiving as part ofan upgrade.

COPY OF CURRENT PRODUCTION DATABASETo prove that Remedy ITSM upgrades can be easy, you canmigrate all of the customer’s latest data from Production into anITSM 9.1 database in less than a day using CMT. To avoid anyperformance impact to current Production, we recommendrestoring the overnight database backup of Production, alongsidethe new ITSM database. CMT does not need an ARS Serverconnected to this parallel database.

INSTALLATION OF ALDERSTONE CMTAlderstone CMT is very lightweight, and is typically installed intoa virtual machine with connectivity to the source and targetdatabases, and file system.

FILE SYSTEMAlderstone CMT will migrate data by exporting to and from a filesystem. The file system will need enough space to hold all of thedata in the scope of migration. We recommend sizing this 20%larger than the size of the current Production database.Connectivity requirements vary slightly between underlyingdatabase types.

Please see the Alderstone CMT Architecture & Database TuningGuide for full technical details.

BE PREPAREDThe architecture for the newinstallation of BMC Remedy ITSM andAlderstone CMT must be ready bothon-premise and on the BMC Cloudprior to the start of the Proof ofConcept. It is not possible to rapidlyupgrade if you have to wait 2 weeks fornetwork connectivity approval.

MINIMAL RESOURCESThe end-to-end Proof of Conceptupgrade can be implemented by justone Remedy ITSM engineer with basicAlderstone CMT training.

BMC Consultancy Services havetrained CMT engineers in N.A. & India.

Alderstone can provide skilledengineers directly or via BMCMarketZone.

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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