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

To view the documentation for the latest version, select 23.3.01 from the Product version picker.

Staged upgrade process

Controlled distribution status for on-premises upgrades

Based on the changes related to container-based deployment and platform convergence, the on-premises upgrade approach is significantly different from past ITSM upgrades. Upgrading requires use of a staged upgrade approach, leveraging a parallel system environment and BMC Helix Data Manager.

To effectively plan and schedule your upgrade to version 21.05.02 or 21.3, BMC requests that you utilize the BMC Assisted MIGration Offering (AMIGO) program. You can open an AMIGO case by calling Customer Support @ 1-800-527-1813, or clicking this link.

Upgrading to version 21.05.02 or 21.3 requires a staged upgrade approach that utilizes a parallel system environment and BMC Helix Data Manager. BMC Helix Data Manager requires a password to download. Contact your account manager to obtain the password.

The staged upgrade process is used to upgrade your Remedy ITSM and associated Service Management applications to  BMC Helix Service Management 21.3.06 containerized platform.

Staged upgrade process refers to a process of creating a parallel system, performing a fresh installation, migrating workflows, migrating data, and  running delta data migration. In this process, you perform the following actions:

  1. Perform an installation of an out-of-the-box BMC Helix Service Management 21.3.06 platform and the applications that you want to install.
  2. Migrate your workflow customization and overlays.
  3. Migrate your data from your current production environment to your new environment by using BMC Helix Data Manager (HDM) and data migration utilities.

For example, to upgrade your existing Remedy ITSM from the 20.02 version to BMC Helix Service Management 21.3.06 containerized platform, you must perform a fresh installation of BMC Helix Service Management 21.3.06, and then migrate the existing workflows and data by using BMC Helix Data Manager.

Supported source databases from which you can migrate product data to the 21.3.06 version are PostgreSQL, Microsoft SQL, and Oracle.

Supported target databases are PostgreSQL, Microsoft SQL, and Oracle. The following is the list of versions from which you can migrate product data to the 21.3 version:

Product NameVersions
BMC Helix ITSM8.1, 9.1, 18.05, 18.08, 19.02, 19.08, 20.02, and 20.08
BMC Digital Workplace19.x and later versions
BMC Digital Workplace Catalog20.02, and 20.08
BMC Helix ITSM: Smart IT2.0 and later versions
BMC Helix ITSM: Smart Reporting20.02 and later versions

An overview of the staged upgrade process is shown in the following image:

Before you begin

Make sure that you prepare for the upgrade.

End-to-end staged upgrade process

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

TaskActionRoleReference

Create a database copy

1

Create a database copy of your current production system.

System Administrator
Create a staging system
1Set up your environment for a fresh deployment.System Administrator

System requirements

2Download the installation files and a key to access the container images from EPD.System AdministratorDownloading the installation files
3

Create your Harbor repository and synchronize it with Docker Trusted Repository (DTR).

Important: Make sure that you note your Harbor username and password to use the credentials while performing the installation.

System AdministratorSetting up a Harbor repository
4Prepare your database.
Important

Make sure that the database name starts with a character and does not contain the dot character. You can specify numbers and only the following special characters in the name:

  • Dollar $
  • Hash #
  • Underscore _
System Administrator

Setting up a Microsoft SQL Server database

Setting up an Oracle database

Setting up a PostgreSQL database

5

Set up the BMC Deployment Engine.

Important: Make sure that you note your Jenkins, Ansible, and Git username and password to use the credentials while performing the installation.

System AdministratorSetting up BMC Deployment Engine
6

Install the platform and application components.

Important: Do not install Smart Reporting while performing a fresh installation of BMC Helix Service Management if you are using  either of the following source and target databases for Smart Reporting data:

  • Both source and target databases are Microsoft SQL databases
  • Both source and target databases are Oracle databases

To upgrade Smart Reporting with Microsoft SQL or Oracle databases, see Upgrading Smart Reporting.

System AdministratorPerforming the BMC Helix IT Service Management installation
7Deploy your custom plug-ins.System AdministratorDeploying custom plug-ins
Migrate and reconcile workflows and integrations
1

Migrate customizations to your new target system.

System Administrator
Prepare to perform data migration
1Take a back up of the target database after your customizations are migrated.Database Administrator
2Download and import migration packs.System Administrator and BMC Support

Migrating an existing on-premises BMC Helix ITSM system to an upgraded on-premises BMC Helix system Open link in BMC Helix Data Manager documentation























3Configure BMC Helix Data Manager to connect to the source database.System Administrator and BMC Support
4Configure BMC Helix Data Manager to connect to the target database.System Administrator and BMC Support
5Prepare bespoke data migration.System Administrator and BMC Support
6

Perform optional form analysis and approval enrichment mappings.

System Administrator and BMC Support
7Prepare target system for data migration.System Administrator and BMC Support
Data migration
1

Perform BMC Helix ITSM data migration.

System Administrator and BMC Support


2

Perform BMC Helix Digital Workplace data migration.

Important: Perform BMC Helix Digital Workplace data migration by using the Export-Import utility. You do not need to export and import data by using BMC Helix Data Manager.

System Administrator and BMC Support

Migrating data by using the Export-Import utility

3

Perform data BMC Helix Digital Workplace Catalog migration.

System Administrator and BMC Support

Migrating BMC Helix Digital Workplace Catalog data Open link in BMC Helix Data Manager documentation

4

Perform BMC Helix ITSM: Smart IT data migration.

System Administrator and BMC Support

Migrating data for Smart IT Open link in BMC Helix Data Manager documentation

5

Perform BMC Helix ITSM: Smart Reporting data migration.

Important: Perform this step if you are using the following source and target databases for Smart Reporting data:

  • The source database is Microsoft SQL, and the target database is Oracle.
  • The target database is a PostgreSQL database.
To upgrade Smart Reporting with Microsoft SQL or Oracle databases, see Upgrading Smart Reporting.
System Administrator and BMC Support

Migrating data for Smart Reporting Open link in BMC Helix Data Manager documentation

6

Perform post-migration activities.

Important: In BMC Helix Digital Workplace Catalog application, the Enhanced Catalog page displays the BMC Helix Digital Workplace Catalog source environment related values. Make sure that you update the values with the target environment values.

System Administrator and BMC Support


Completing post-migration steps Open link in BMC Helix Data Manager documentation


7

Back up your target database.

To preserve data integrity, make sure that you back up your target database before you start the AR System server; verify that there is no test data in the system; and roll back the database after testing.

System Administrator and BMC Support
Emulated cutover and UAT
1Perform emulated UAT cutover activities.System Administrator

User acceptance test phase Open link in BMC Helix Data Manager documentation

2

Perform delta data migration.

System Administrator

Running a delta data (incremental) migration job Open link in BMC Helix Data Manager documentation

3Perform production cutover activities.System Administrator

User acceptance test phase Open link in BMC Helix Data Manager documentation


Go live activities
1Perform go live activities.System Administrator

Go-live phase Open link in BMC Helix Data Manager documentation

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