This documentation applies to the 8.1 version of Remedy ITSM Deployment, which is in "End of Version Support." You will not be able to leave comments.

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

Upgrading the applications

The following topics are provided: 

Preparing and planning

Before you begin, make sure you have carefully reviewed all the information discussed in the Preparing section.

Scope of application upgrade

The following table lists the different components and installers you need to upgrade BMC Remedy ITSM applications.

Component Installation Features installed Installer needed
BMC Remedy ITSM core applications

BMC Remedy ITSM

Installs BMC Service Desk (includes BMC Incident Management and BMC Problem Management), BMC Asset Management, BMC Change Management, and BMC Knowledge Management BMC Remedy ITSM Suite installer

Multi-tenancy fixes

During installation, the Multi-tenancy Workflow Customization Information panel appears if you installed the 8.1 version of BMC Service Request Management.

BMC Remedy ITSM Suite installer
BMC Service Request Management

BMC Service Request Management

Installs BMC Service Request Management.

BMC Service Request Management installer

Data Visualization modules

Upgrades Data Visualization modules.

If you are upgrading from BMC Service Request Management 2.2.00 to BMC Service Request Management 8.1.00, you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process views.

BMC Service Request Management installer
BMC Service Level Management

BMC Service Level Management Installs BMC Service Level Management. BMC Service Level Management installer
BMC Service Level Management Collector Installs BMC Service Level Management Collector. BMC Service Level Management installer
BMC Service Level Management Collection Point Installs BMC Service Level Management Collection Point. BMC Service Level Management installer
BMC Process Designer BMC Process Designer With BMC Remedy ITSM Process Designer 8.3.04, a common installer is introduced to install both the Process Designer Integration and Configuration Tool (PDICT) and Process Designer server. BMC Process Designer installer
Other installation

Online help

Installs the offline help. Component specific online help installer

Scenarios

Refer to the following process topics to understand the end-to-end steps for different upgrade scenarios:

Method Scenarios

Parallel upgrade (with staging server)

End-to-end steps for parallel upgrade of the suite

In-place upgrade (without staging server)

End-to-end steps for in-place upgrade of the suite

If you are performing application only upgrade

Typically, you would upgrade only the applications only if your platform is at a higher version. For application only upgrade, you must follow the Parallel upgrade steps.

Related topics

To know about... Refer to...
Release notes and notices
Troubleshooting the installation
Configuring
  • Configuring BMC Remedy ITSM in BMC Remedy ITSM suite product documentation.
  • Configuring BMC Service Request Management in BMC Service Request Management product documentation.
  • Configuring BMC Service Level Management in BMC Service Level Management product documentation.
  • Configuring BMC Process Designer in BMC Remedy ITSM suite product documentation.
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