You can customize BMC Helix services to suit your needs. BMC recommends that you review best practices recommendations for your applications before designing customizations to ensure the best experience for supportability and upgrades.
Before you consider making customizations, ensure that you are making maximum use of the configuration capabilities already provided by the application.
For information about how BMC defines customization, configuration, and change, see BMC Helix ITSM customizations, configurations, and changes.
Any customization that you create in an application is your responsibility to maintain going forward.
If you engage BMC Global Services to perform any customization work, a warranty for a specific time period is typically offered as a part of the statement of work. The warranty guarantees that the functionality works as documented for a limited time after go-live. The warranty does not cover a situation in which you want to change the agreed-upon behavior of a customization, or after the warranty term expires. If a change is required, a new estimation for mitigation work (via a Contract Change Order) will be provided to you and you can choose whether to proceed.
If you engage with a third party, such as a BMC partner, or use internal resources to customize the solution, any defects or functionality issues subsequently discovered are your responsibility to resolve. BMC SaaS Operations does not provide a warranty for customizations performed by third parties. You may choose to execute an agreement with BMC Global Services or a partner to provide ongoing support for customizations on your behalf.
Customizations in a production instance are preserved during the upgrade process. Even though a customization is preserved, it might require modification based on changes to the out-of-the-box functionality. As part of the upgrade user acceptance testing (UAT) process, you should focus on the behavior of the customizations and integrations to understand the impact of the upgrade. You should use the test cases that were created as part of the initial onboarding process to retest customizations during the UAT phase. You are responsible for implementing any modifications to customizations if they are required during the upgrade process. In some cases, you might choose to turn off the customization because new out-of-the-box functionality meets your requirements.
If a support ticket is created for an issue caused by a customization, the BMC Support team will provide general information about the customization policy and out-of-the-box functionality, but the investigation and resolution of a defect in a customization is solely your responsibility.
All customizations must be designed and implemented in the development / tailoring environment. No customization can be created directly in the QA or production environments.
If you want BMC to review your customization prior to development, you may request a review with the Customization Review Board (CRB) by submitting a request via your support portal. The turnaround time for reviews is within six business days, so submit your requests as early as possible in your development cycle.
Using the CRB to review your customization is not mandatory, unless you are wanting to integrate to your Helix service via a method that is not pre-approved. In such case, you need to review Customizations as part of integrations in its entirety and follow the process stated therein. If you choose not to obtain CRB approval, it is expected that you design and develop your customizations per BMC's recommended best practice guidelines. Additional design guidelines are as follows:
Customization review requests can be of type Design Only or As Developed. Design Only requests require only the design document to be submitted whereas As Developed requests may require additional documentation. Design Only requests may be re-submitted after development is complete as a request for review of As Developed.
It is recommended that the CRB review any complicated customization designs before coding begins. As requested, the CRB provides feedback on the design of the intended customization, which might include instructions on how to improve the implementation to protect upgrades and account for application performance. Not leveraging this feature of your BMC subscription can result in a poorly designed or coded customization that requires rework before its promotion can be approved.
The CRB is not responsible for designing your customization; they simply review the designs that you present and provide feedback. If the design is not sufficiently clear or well-documented, the request may be rejected, and you may be required to request a new review after the documentation and design are corrected.
The CRB team will either approve the request as submitted, request more information (or request an in-person meeting), or reject the request and provide feedback for the rejection.
After the request is approved and developed, a request to promote the customization to the QA environment can be made using the BMC Helix Change Management policy.
You may perform UAT on the customization after it has been promoted to the QA environment. If there are issues with the customization, you should resolve the issues in the development environment and repeat the promotion request process. If there are changes to the customization, they may be resubmitted to the CRB for further review if necessary.
When customizing the BMC Helix ITSM applications, it is recommended that you first review the following best practice guidelines:
BMC supports the use of Java filters and AR Server Database Connectivity (ARDBC) plug-ins under certain conditions. See Customizations as part of integrations for a detailed summary of what types of customizations are allowed in BMC's cloud, and how to get approval to implement them. Additionally, BMC-supported extensions, for example BMC Service Resolution (BSR), are allowed. See BMC Helix ITSM optional application component activation for other options.
To request a review of your customization, see BMC Helix ITSM Customization Review Request process.