This version of the software is currently available only to customers in the Controlled Availability (CA) program.

Migrating an existing on-premises BMC Helix ITSM system to an upgraded on-premises BMC Helix system

This section describes the procedure to migrate from an existing version of BMC Helix IT Service Management (BMC Helix ITSM) on-premises to an updated version of BMC Helix ITSM on-premises. 

To upgrade your Remedy ITSM and associated Service Management applications to BMC Helix ITSM containerized platform, you perform the following actions:

  1. Perform an installation of an out-of-the-box BMC Helix ITSM platform and the applications that you want to install.
  2. Migrate your workflow customization and overlays.
  3. Test the migrated data.
  4. Migrate your BMC Helix ITSM data from your current production environment to your new environment by using BMC Helix Data Manager.

Supported versions for data migration

The following table lists the supported source and target product versions to migrate data:

ApplicationSource versionTarget version

20.02 and later

To upgrade to version 21.3.06 or 22.1.06 from BMC Helix ITSM versions 8.1, 9.1, 18.05, 18.08, 19.02, and 19.08, see BMC Helix Data Manager support guidelines

21.3.06, 22.1.06
BMC Digital Workplace20.02 and later21.3.06, 22.1.06
BMC Digital Workplace Catalog20.02 and later21.3.06, 22.1.06
BMC Helix ITSM: Smart IT2.0 and later21.3.06, 22.1.06
BMC Helix ITSM: Smart Reporting20.02 and later21.3.06, 22.1.06

Supported Databases

Source databasesTarget databases
PostgreSQL, Microsoft SQL, OraclePostgreSQL, Microsoft SQL, Oracle

An overview of the different phases of the process is shown in the following image:

Before you begin

  • Complete all the premigration tasks for the on-premises to on-premises upgrade and data migration. For more information, see Preparing for upgrade Open link .
  • We recommend that you complete the following training course to successfully use BMC Helix Data Manager:
    • BMC Helix Data Manager 21.x: Fundamentals Migrating Open link

End-to-end upgrade process for BMC Helix ITSM on-premises version

The following table provides a sequence for your system administrator to upgrade your existing platform and applications:

PhaseKey activitiesMilestones
  • Obtain systems to install BMC Helix ITSM, related applications, and BMC Helix Data Manager.
  • Create a database copy of your current production system.
Get the infrastructure for setting up your systems.
  • Install and set up the required systems on your on-premises system. 
Setup all the required systems and get data ready for migration.
Customize and system test
  • Migrate your customizations from your production system, and create a backup of the target database with the migrated customizations.
Migrate all your data and perform system testing.
User acceptance test
  • Validate the system as acceptable for production usage. To do this, validate the cutover process and conduct a User Acceptance Test (UAT).
UAT is the sign-off of the system.
Go live
  • Move all users and integrations to the to-be-production system.
Go live on your new production system.
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