BMC Action Request System Migration Service – Customer Built Applications Only

123 + CREDITS

This Service migrates the Customer’s existing custom On-Premise Remedy ARS application to the latest BMC Helix ITSM platform.

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 (HDM) in Customer’s environment
Run HDM discovery and data mapping
Prepare Go Live Cut Over / Deployment Plan

Migrate and Test

Transform* BMC Action Request System (ARS) app related Foundation Data*, Application Data*, reporting (excluding BMC Smart Reporting), and transactional data
Migrate customer-built code and transform, as needed
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*)
Migration and testing will be performed on quality assurance or pre-production environments

Final Cut-over and Post-Production Assistance:

Execute final cut-over as documented in the Go Live Cutover Plan
Provide post-production assistance for up to one week

Customer will be responsible for:

Provisioning an On-Premise environment to install HDM and host a copy of the required databases
Provisioning On-Premise client gateway servers to facilitate connectivity between Customer’s On-Premise systems and Helix System
Configuring the staging database (DB) in Customer’s environment
Restoring a copy of Customer’s production DB on Customer’s staging DB
Providing access to BMC consultants to Customer’s BMC Remedy ITSM On-Premise staging environment
Providing a fast, reliable connection from the On-Premise staging server to the Helix FTP server
Performing System, Integration, and functional testing
Adhering to temporary code or configuration freeze as recommended by the BMC Project Team
Providing an application subject matter expert (SME) with a good knowledge of Customer’s Advanced Configurations and integrations.
Providing SME for any integrated applications to perform repointing of integrations and assisting with Unit Testing
Migrating and remediating Non-standard Customizations, Configurations, and Non-standard Integrations
Applying fixes to Standard Configurations and Standard Integrations for non-migration related issues identified during user functional testing
Ensuring that standard integrations include AR API, Web Service and Rest API
Preparing data load sheets as per BMC standard guidelines

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 the 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

Delivery Options	Success Credits Required
Standard Delivery*	123
Standard Delivery Country Specific Staffing*	210

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

Completion Criteria: BMC will have completed these Consulting Services when the in-scope Consulting Services have been completed and the Deliverables have been delivered to the Customer Project Manager.

Pre-requisites:

Customer’s On-Premise BMC products:
- BMC Remedy ARSystem version is 20.02 or later
- Customer’s On-Premise database is Microsoft SQL Server or Oracle
BMC Remedy Action Request System applications only to be migrated Only applications
No data integrity issues in the Customer’s environment
Workflows must be reconciled to suit the target environment
ARS application database size is less than 3 TB

Additional information:

Estimated Duration: Up to 16 weeks
In-scope Product: BMC Helix ITSM
Service Type: Deployment
Availability: Active
Success Service Code:
- ARS_MIGR_001_OFFSHORE
- ARS_MIGR_001_ONSHORE

Date Last Updated: 12/4/2024

Advanced Configuration: For features that do not exist out-of-the-box, an Advanced Configuration can accommodate forms, active links, filters, escalations, integrations, menus, reports, or dashboards.

Transform: Non-standard customizations and integrations to be redesigned and/or foundation data needing to be re-modeled.

Standard Testing Support: Supports up to three weeks of Customer testing and is intended for Customers with a limited number of integrations and relatively less complex.

Application Data: Application data is optional data that can be loaded into the system. Examples include assignment routing, incident templates, and change approval mappings.

Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. BMC and the Customer will mutually agree to the staffing choice from which country a BMC resource comes.

Foundation Data: Foundation data is data required for the application to function properly and is defined as:

Companies
Organizations
Sites and Location Structures
Support Organizations and Groups
People (includes group memberships, application permissions, and functional roles)
Operational Services Catalogue
Software Catalogue

Helix Prescriptive Test Cases: A set of BMC pre-defined test cases for ITSM, Digital Workplace, and Smart IT from which Customers will choose to be modified to test their Helix Pre-Production environment to reflect changes due to Advanced Configurations.

Integration Testing: Integration testing is a procedure to validate that the BMC integration components are functioning properly.

Non-standard Configurations: Non-standard Configurations are those that do not follow the requirements as defined in the Standard Configurations definition.

Non-standard Integrations: Non-standard Integrations are those that do not follow the requirements as defined under the Standard Integration definition.

Standard Configurations: For purposes of this migration offering, BMC’s definition of “Standard Configurations” are those configurations, advanced configurations, and customizations that follow BMC Helix Operations recommended best practices, which are:

Customizations may not involve the installation of a third-party application on the cloud.
Customizations do not use Run process commands to execute non-BMC created executable, batch, or Java Archive (JAR) files.
No direct write connection to the database is allowed. Read-only access is permitted via an ODBC or JDBC connection only.
No direct SQL statements are allowed in the workflow.
Customizations should not involve changes to the standard BMC Helix service image or infrastructure configuration, for example, a different Java Runtime Environment (JRE) or Java Development Kit (JDK) version other than BMC's standard version is prohibited.

Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations, which may include BMC’s Global Services Delivery team in India and/or Mexico. The staffing choice from which country a BMC resource comes will be solely at BMC’s discretion.

Standard Integrations: BMC provides a flexible model for data integrations to and from its BMC Helix services. Integrations may be configured using any approved communication method or adapter. The following is the list of approved integration methods: C API, Java API, AR System plug-ins, Open Database Connectivity (ODBC) access, BMC Atrium Integrator (AI) adapter, Managed File Transfer (MFT), Security Assertion Markup Language (SAML), Simple Mail Transfer Protocol (SMTP), and Computer Telephony Integration (CTI).

System Testing: System testing is a procedure to validate that the BMC components are working as a complete solution as designed.

Unit Testing: Unit testing is a procedure to validate that the individual units of each application are functioning properly.

Comprehensive Testing Support: Supports up to an additional three weeks of customer testing over and above the standard three weeks. This option is intended for customers with complex testing requirements OR exhaustive integrations/customizations.

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