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 IT 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:
- Perform an installation of an out-of-the-box BMC Helix IT Service Management 21.3.06 platform and the applications that you want to install.
- Migrate your workflow customization and overlays.
- 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 12.02 version to BMC Helix IT Service Management 21.3.06 containerized platform, you must perform a fresh installation of BMC Helix IT 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 Name | Versions |
|---|---|
| BMC Helix ITSM | 8.1, 9.1, 18.05, 18.08, 19.02, 19.08, 20.02, and 20.08 |
| BMC Digital Workplace | 19.x and later versions |
| BMC Digital Workplace Catalog | 20.02, and 20.08 |
| BMC Helix ITSM: Smart IT | 2.0 and later versions |
| BMC Helix ITSM: Smart Reporting | 20.02 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:
| Task | Action | Role | Reference |
|---|---|---|---|
Create a database copy | |||
| 1 | Create a database copy of your current production system. | System Administrator | |
| Create a staging system | |||
| 1 | Set up your environment for a fresh deployment. | System Administrator | |
| 2 | Download the installation files and a key to access the container images from EPD. | System Administrator | Downloading 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 Administrator | Setting up a Harbor repository |
| 4 | Prepare your database. | System Administrator | |
| 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 Administrator | Setting 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 IT Service Management if you are using either of the following source and target databases for Smart Reporting data:
To upgrade Smart Reporting with Microsoft SQL or Oracle databases, see Upgrading Smart Reporting. | System Administrator | Performing the BMC Helix IT Service Management installation |
| 7 | Deploy your custom plug-ins. | System Administrator | Deploying custom plug-ins |
| Migrate and reconcile workflows and integrations | |||
| 1 | Migrate customizations to your new target system. | System Administrator | |
| Prepare to perform data migration | |||
| 1 | Take a back up of the target database after your customizations are migrated. | Database Administrator | |
| 2 | Download 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
|
| 3 | Configure BMC Helix Data Manager to connect to the source database. | System Administrator and BMC Support | |
| 4 | Configure BMC Helix Data Manager to connect to the target database. | System Administrator and BMC Support | |
| 5 | Prepare bespoke data migration. | System Administrator and BMC Support | |
| 6 | Perform optional form analysis and approval enrichment mappings. | System Administrator and BMC Support | |
| 7 | Prepare 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 | |
| 3 | Perform data BMC Helix Digital Workplace Catalog migration. | System Administrator and BMC Support |
Migrating BMC Helix Digital Workplace Catalog data
|
| 4 | Perform BMC Helix ITSM: Smart IT data migration. | System Administrator and BMC Support |
Migrating data for Smart IT
|
| 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:
| System Administrator and BMC Support |
Migrating data for Smart Reporting
|
| 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 | |
| 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 | |||
| 1 | Perform emulated UAT cutover activities. | System Administrator |
User acceptance test phase
|
| 2 | Perform delta data migration. | System Administrator |
Running a delta data (incremental) migration job
|
| 3 | Perform production cutover activities. | System Administrator |
User acceptance test phase
|
| Go live activities | |||
| 1 | Perform go live activities. | System Administrator |
Go-live phase
|
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