New Remedy 9 Service Management is Smart, beautiful and powerful service management that empowers the digital workforce.
BMC Remedy 9 is built natively for mobile with an intuitive, people-centric user experience that makes everybody more productive. Remedy 9 can increase productivity up to 75%.
Webinar: Upgrading to BMC Remedy 9 - Things that you MUST know
1. UPGRADING TO BMC REMEDY 9
THINGS THAT YOU MUST KNOW
#Remedy9Upgra
de
2. www.vyomlabs.com
#Remedy9Upgrade
Disclaimer
All other trademarks, service marks and logos used in this webinar are the
trademarks, service marks or logos of their respective owners.
The views expressed in this Webinar are views of the speakers and do not
necessarily reflect the views of Vyom Labs Pvt. Ltd.
9. www.vyomlabs.com
#Remedy9Upgrade
Enhancements in Remedy 9 Upgrade Process
•Enhanced BMC Remedy Configuration Check
Utility
•Developer studio Capture Snapshot Utility
•BMC Remedy Deployment Application
New Tools
•Reconciling AR customizations using BMC
Remedy Developer Studio
•Centralized Configuration
Simplified Process
11. www.vyomlabs.com
#Remedy9Upgrade
Upgrade - Roadmap
Upgrade from version 8.1
or later
Upgrade from version
7.6.04 or 8.0.xx
Upgrade from version
earlier than 7.6.04
Upgrade Platform BMC Remedy AR Server
to version 8.1.xx
Create Overlay using BPCU
Upgrade to Granular Overlays
Upgrade Atrium Core and Application to
8.1.xx
Upgrade to version 9.0.xx – Upgrade
Platform, Upgrade Application
Reconcile AR Customization
Upgrade Platform BMC Remedy AR Server
to version 9.0.xx
Convert Customizations to Granular
Overlays
Reconcile AR CustomizationUpgrade Applications to 9.0.xx
Upgrade Platform BMC Remedy AR Server
to version 9.0.xx
Upgrade Applications to 9.0.xx
Complete Unit Testing
Complete Unit Testing
Complete Unit TestingReconcile AR Customization
12. www.vyomlabs.com
#Remedy9Upgrade
Upgrade Steps - Roadmap
Pre upgrade – Set up:
• Dev Server
• QA Server
• Staging Server
Upgrade:
• Dev Server
• QA Server
• Staging Server
Post upgrade
• Sanity test
• Perform cut-over
• Perform the final DDM
• Go live
15. www.vyomlabs.com
#Remedy9Upgrade
Pre Upgrade – Upgrading from version 7.6.04 or 8.0.xx
1. Set up the dev server
2. Set up the QA server
3. Set up the Upgrade Staging Server
Accelerated / Duplicated
Method
Purpose
Usage
Modes
Output
4. Pre-upgrade and configuration
checks – Dev server
16. www.vyomlabs.com
#Remedy9Upgrade
Upgrade – Upgrading from version 7.6.04 or 8.0.xx
6. Take Snapshot – Dev server
7. Upgrade the Platform – Dev server
Platform components
Validate
Adjust customizations
Object
Overlay type
View
overlays
Reconciliation process
8. Convert customizations to granular
overlays – Dev server
9. Reconcile AR customizations
– Dev Server
10. Complete unit testing
– Dev server
10. Create the deployment package
- Dev server
17. www.vyomlabs.com
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Vyom Labs Experience for Remedy 9 Upgrade : Case studies
Scope:
Upgrade Complex and highly customized
BMC Remedy ver ,,,,
Customized modules were IM, CM, SLM,
SRM modules
Staged environment upgrade by creating
customer environment
Size - 139 Users
Test DB
Architecture
Stand alone environment
Virtualized Environment
Challenges :
A custom field moved from the Incident Best Practice
View to out of view section
Customized Priority field did not persist with
customization
Customized OOB AI transformations overwritten by
upgrade
Upgrade introduced new OOB archive form – This lead
to system having two archive forms for IM
Resolution:
Moved field back to Best Practice View
Manual update to Priority field
Rebuilt Transformation customizations
One of largest BMC Partner in Europe – Complex Customization
18. www.vyomlabs.com
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Vyom Labs Experience for Remedy 9 Upgrade : Case studies
Scope:
Upgrade English, Portuguese and Spanish
interface of
BMC Remedy ITSM ver 7.6.04
Medium Customizations
Staged environment upgrade by creating
customer environment
Size – 10000+ Users
Test DB
Architecture
Server Group environment
Virtualized Environment
Challenges :
Non Unicode DB when upgraded with Unicode
DB gives Errors
Categorization link for Incident tickets does
NOT break
Resolution:
In ar.cfg file entry of DB-character-set is commented
In ar.monitor file every service had entry, commented
the entries of services
Disable the categorization link
One of the largest Telecom Company in Americas– Localization
19. www.vyomlabs.com
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Vyom Labs Experience for Remedy 9 Upgrade : Case studies
Scope:
Upgrade High volume of customizations for
BMC Remedy ITSM ver 7.6.04
Staged environment upgrade by creating
customer environment
Size - 200 Users
Test DB
Architecture
Server Group environment
Virtualized Environment
Challenges :
Pre-Checker utility
Reconciliation of customizations
Resolution:
New release of Pre-Checker addressed the
issues
Pre Upgrade process followed to obtain
documentation for customizations
Large IT Outsourcer – High Volume of Customization
20. www.vyomlabs.com
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Vyom Labs Experience for Remedy 9 Upgrade : Case studies
Scope:
Upgrade Platform containing bespoke Cost IT
application integrated with Incident Management
BMC Remedy ITSM ver 8.0
Staged environment upgrade by creating
customer environment
Size - 14 Users
Test DB
Architecture
Standalone Server environment
Virtualized Environment
One of the largest BMC Partner – Bespoke Application – Product built over Remedy
Challenges:
9.0 Developer Studio unable to compare
objects between Reference server and
upgraded server when snapshot was taken
through older version Developer Studio
Resolution
Use 9.0 Developer Studio
21. www.vyomlabs.com
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Vyom Labs offering: Remedy 9 Upgrade Packaged Service
If customizations are done following BMC Best Practices then Upgrade will take
care of existing customization seamlessly else need to work on customizations in
next steps
Input Vyom Labs Offerings Output Next Steps
Remedy Version
7.6.04 OR 8.x
1. Fixed Cost
2. Fixed Time
3. Upgrade to Remedy 9
1. Remedy 9 Upgrade
2. System up for UAT / Pre
UAT
1. Customization Testing and Fixing
2. Integration Testing and Fixing
3. Delta Data Migration
Duration for Upgrade 3 to 8 weeks
Cost for Upgrade Fixed Cost
Included in Upgrade
Technical Upgrade with
data*
Versions Assumed 7.6.04 OR 8.x
Delivery
Onsite / Offshore / Onsite
+ Offshore
Business Drivers – 7.6.04 Out-of-support, Benefit of New Features
Upgrade benefits
Enhancements in ITSM 9
Enhancement in ITSM 9 - New tools, Simplified process
Upgrade process
Pre upgrade
Upgrade
Post upgrade
Vyomlabs Offerings
Strategy, Offering, etc.,
BMC has one again proven itself to be a thought-leader in the ITSM industry. Persona-based user experience, unprecedented access for our customers during a significant BETA program, and a completely new, modern platform that gives YOU the most scalable Service Management solution on which to build your business.
Completely different from the rest of industry – we focused on solving real problems with an amazing experience to enable your employees to be better at their jobs, more engaged, more collaborative, and more productive.
Being smart is about helping people do their jobs in more efficient and productive ways – insights to understand more..
The beauty of Remedy is not just how it looks but how it feels… BMC has created a great experience that is not just good to see but also good to use…
Powerful, the best just keeps getting better!!
BMC’s MyIT and Smart IT approaches are making a difference in the market. There are now 3 million My IT users; our early data collection indicates how significant of a difference it is making
75% increase in service desk professional productivity and, at the same time, 50% increase in service desk professional satisfaction
3x the level of business worker self service, while at the same time a 20 percentage point increase in satisfaction with the service desk
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Early in-market results - Post MyIT/Smart IT
Service Desk Professionals could handle 4 calls/hour before Smart IT --> 7/ hour after Smart IT
($18/call avg)
Interactive upgrade tool guides users through the upgrade process
> Value - find right information when you need it during the upgrade process
Platform is a non-event through pre-checkers and hardening of the upgrade process
> Value - platform upgrade completes with no errors and as quickly as possible
New customization reconciliation tool allows customers to understand what has changed and easily make changes when conflicts arise. (note – customers still have to make the business decision on what to reconcile – requires overlays)
> Value – up to 50% reduction in the time it takes to reconcile customizations
Opt in to call home feature so BMC support can proactively understand where you are in the upgrade
> Value – support can understand what steps you ran in upgrade and where you stopped so you get proactive support