This documentation supports the 18.05 version of Remedy ITSM Deployment.

To view the latest version, select the version from the Product version menu.

Upgrading BMC Remedy ITSM

After you upgrade the platform, upgrade your Remedy applications. Follow the order specified in Upgrading the applications.

The BMC Remedy ITSM Suite installer upgrades the following BMC Remedy IT Service Management (ITSM) core products:

  • BMC Service Desk (includes BMC Incident Management and BMC Problem Management)
  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management
In this topic

Before you upgrade BMC Remedy ITSM

Perform the tasks in Pre-upgrade procedures for BMC Remedy ITSM.

 Preview the steps...

TaskActionAdditional information
1.Prepare your ITSM data for the upgrade
2.Preserve your customized join forms and related viewsIf you have created a customized join form that references a field on an existing BMC Remedy ITSM form that is going to be deleted, you will have to identify your customized join forms, export related views, and re-create the fields in your join forms following an upgrade.
3.Prepare AR System for the ITSM application upgrade
4.Prepare for ITSM upgrade for a non-multitenant environment

If you are using a non-multitenant environment, and you do not intend to install Remedy Knowledge Management(RKM), apply the ITSM1805_MT_Utility_Phase_Installation_SW00552489 hotfix before upgrading to Remedy ITSM version 18.05.

For the relevant hotfix, contact BMC Support

BMC Remedy ITSM upgrade

You can choose to perform the upgrade in phases or all at once. Upgrading in phases enables you to perform configuration checks and validations, resolve any issues, and capture the installation options before you start the actual upgrade, which requires and outage. By upgrading in phases, you can keep the outage of your environment to minimum, thereby reducing the downtime of your system.

If you are using BMC Digital Workplace and/or BMC Remedy with Smart IT, it is recommended that you upgrade the BMC Remedy ITSM Suite to 18.05 only after upgrading Digital Workplace to version 18.05.

The upgrade sequence is as follows:

  1. Upgrade to BMC Digital Workplace 
  2. Upgrade to Remedy ITSM Suite 
  3. Upgrade to Remedy with Smart IT 

Use one of the following methods to upgrade:

After you upgrade BMC Remedy ITSM

Perform the tasks in Completing the BMC Remedy ITSM upgrade.

Where to go from here

Next task
Up to process

If you have finished upgrading the applications, return to the appropriate upgrade process:

Related topics

Configuring BMC Remedy ITSM  in BMC Remedy IT Service Management documentation.

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