This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 22.1.06 from the Product version picker.

Planning an upgrade

Review this planning guide to select the appropriate upgrade method and to understand the upgrade process.

Choosing an upgrade path

Your current version of the Remedy ITSM Suite platform components and applications determines the upgrade path that you choose. Review the planning decisions and related information in the table to plan your upgrade path.

Planning decisionDetails
From which versions can I upgrade?

You can upgrade to BMC Helix IT Service Management 21.05.02 from Remedy ITSM 20.02 by using the staged upgrade method.

Best Practice: We recommend that you upgrade to the latest version of BMC Helix IT Service Management.

How do I upgrade from a version earlier than 21.02?

Upgrade from a version earlier to 20.02 is not supported in this release.

To perform an upgrade, all the platform and application components such as Action Request System, BMC Helix ITSM: Smart IT, BMC Helix Digital Workplace, and BMC Helix Digital Workplace Catalog must be at version 20.02.

Upgrade for BMC Helix Business Workflows and BMC Helix Multi-Cloud Broker application is not supported.

Determining the upgrade scope

Review the planning decisions and related information in the table to plan the upgrade scope and decide whether to deploy new components.

Planning decisionDetails
Can I upgrade just the platform and BMC Helix ITSM components?


You cannot upgrade the platform and application components independently.

Can I upgrade just the applications?


You must upgrade the platform to upgrade the applications.

Choosing the upgrade method

Planning decisionDetails
What is a staged upgrade method?

Staged upgrade method is a parallel upgrade method that consists of the following actions:

  • You perform a fresh installation of platform and applications in your environment that creates a new parallel architecture.
  • You migrate your workflows and data from current production environment to your new environment by using BMC Helix Data Manager (HDM).
    Migrate the Action Request System, BMC Helix ITSM: Smart IT, BMC Helix Digital WorkplaceCatalog, and BMC Helix ITSM: Smart Reporting databases by using HDM.

    Migrate the BMC Helix Digital Workplace database by using a utility.
Do I need to schedule downtime for the upgrade?


You need a short outage to move the delta data and cutover integrations in your current production system.

What data can be migrated with the HDM tool?

BMC Helix Data Manager supports the data migration for the following products:

  • Action Request System
  • BMC Helix Digital Workplace Catalog
  • Any relational database, such as BMC Helix ITSM: Smart IT

Planning the upgrade environment

When you upgrade to a new version, you might need to provision for newer hardware to support your deployment. Review the planning decisions and related information to plan the upgraded environment.

Planning decisionDetails
What are the system requirements?

BMC Helix Innovation Suite on-premises installation provides a containerized architecture. The system requirements differ from the earlier version.

Learn about the hardware, software, and additional requirements at System requirements.

What is the recommended sizing guideline?

BMC publishes guidelines for hardware sizing based on a series of enterprise-scale tests to demonstrate the scalability and performance of the platform and the applications.

Which databases are supported?For database support, see the database requirements in the compatibility matrix and in the System requirements.

AMIGO program

The BMC Assisted MIGration Offering (AMIGO) program is designed to assist customers with the planning of product upgrades to a newer version (“Success through proper planning"). This program is offered to BMC customers currently subscribed to BMC Support.

BMC will provide collateral containing upgrade best practices compiled by experts in BMC Support and in R&D. You can leverage this information to create your upgrade plan. Upgrade experts in BMC Support will review your plan and offer advice to help ensure your success.

To learn more about the AMIGO program, visit the AMIGO Program Overview Open link on the Support page.

Read about the AMIGO program at

Related topic

Staged upgrade process

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