This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

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

Upgrading BMC Remedy ITSM

The BMC Remedy IT Service Management (ITSM) core upgrade comprises the following stages:

Also see the Related topics.

Stage 1: Prepare and plan for the upgrade 

Typically, you will already have completed these preparation steps when you upgraded BMC Remedy Action Request (AR) System. However, before you upgrade BMC Remedy ITSM applications, you should verify that you have met these requirements.


Understand the installers you need to install different components in the BMC Remedy ITSM Suite

Understand the following:

  • Components in the BMC Remedy ITSM Suite
  • Installers you must run to install or upgrade a specific component
  • Location of a specific component in the BMC Remedy ITSM Suite environment

Note: For some components, you must run the same installer multiple times.

2.Review the system requirements

Review the compatibility matrix, and the software and hardware requirements for installing BMC Remedy ITSM Suite components. The following topics are provided:

3.Download the installation files

When viewing the latest version of a product on the Electronic Product Download (EPD) site, you see only the components (including licensed add-ons) that are covered under the licenses associated with your Support ID or EPD profile.

Ensure that you download the latest service pack and patch.

4.Obtain the BMC Remedy license keys

Only the BMC Remedy AR System server licenses require keys. Depending on the components that you use, you might need several licenses to activate an application.

Note: You must activate the licenses before installing the applications. See Activate the application licenses.

5.Prepare your database for installation

Before you upgrade, prepare your database correctly, as described in this section. Also review the recommendation to avoid a decline in the BMC Remedy AR System server performance. The following topics are provided:

6.Prepare the base platform

Before you upgrade you need to prepare your base UNIX or Windows platform. Following topics are provided:

7.Perform the pre-upgrade checks and configuration checks

Use the Configuration Check utility to perform the following types of checks:

  • Pre-upgrade checks before you upgrade any or all of the components of BMC Remedy ITSM Suite environment.
  • General configuration checks on your system, before installing any component in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform checks for all the components you want to upgrade before you proceed to the next stage.

8.Download and complete the planning spreadsheetBefore you start installing or upgrading the products, you must gather information about the required parameters that the installer prompts for each product. The planning spreadsheet provided in this section helps you to gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.

Stage 2: Complete the pre-upgrade procedures 

As part of pre-upgrade procedures you must complete the following tasks

StepActionAdditional information
1.Review the upgrade recommendationsThis section contains recommendations and steps that you must perform before upgrading.
2.Preserve your customized join forms and related viewsAs of BMC Remedy ITSM Suite 7.6.04, the field deletion driver scripts have been changed, and fields are now deleted using the Cascade option. This option not only deletes referenced fields, but it also deletes all associated fields in all join forms.

Stage 3: Perform the upgrade 

StepActionAdditional information  
1.Upgrade BMC Remedy ITSM

The BMC Remedy ITSM Suite installer enables you to upgrade the following ITSM products in your IT environment.

  • BMC Service Desk — includes BMC Incident Management and BMC Problem Management
  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management
2.Install the Help systemYou need to perform a fresh installation of the offline help.

Stage 4: Complete the post-upgrade procedures 

StepActionAdditional information
1.Validate the upgrade

To validate the upgrade :

  • Review the log files
  • Create a zip of the logs using the maintenance tool
  • Perform a health check

See, Working with logs.

Related topics

To know about...Refer to...
Release notes and notices
Troubleshooting the installation

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

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