This topic describes the process for upgrading your BMC Helix services:
BMC Helix ITSM services, including Smart IT and Smart Reporting, are described within the following topics:
BMC's Helix ITSM solution has two releases per year - a .02 release and a .08 release, generally available in February and August of each year. Patches are released as needed, and may be applied to your environments if an incident warrants its provisioning to mitigate a issue. BMC recommends staying within one release of the current generally available version at all times.
Upgrades to your BMC Helix ITSM solution are performed by BMC's SaaS Operations team and are included as part of your subscription fees. BMC has a highly skilled upgrade team dedicated to managing and executing upgrade projects. Upgrades are scheduled and managed by an assigned project manager.
To request an upgrade, either submit a request through the BMC SaaS support portal using the Request an ITSM Upgrade option, or work through your Business Relationship Manager (BRM) to coordinate a start date that is mutually convenient for both parties. Detailed upgrade documentation is available from your BRM or upgrade project manager upon request. A review of this documentation will help you understand what is required from your end and help you make a decision on project scheduling and resourcing.
The table below describes both the actions that BMC performs during an upgrade and the actions that you must perform during the upgrade, for each phase in the upgrade process. The timing of each phase is approximate and may vary depending on the complexity of your solution and the availability of your internal staff.
Cutover is a process that enables you to move from an old environment to a new environment.
A sanity test is a brief run-through of the functionality to ensure that it works roughly as expected.
Planning (1 week)
Upgrading (1 week)
Reconciliation (2 weeks)
Acceptance testing (2 weeks)
Production readiness (1 week)
Cutover (12 hours)
During the Reconciliation phase of the upgrade, BMC's SaaS Operations team analyses your valid customizations (those designed with overlays) against the current release out-of-the-box version and the new release out-of-the-box version. BMC reconciles any changes required on the customer's supported overlay forms/objects to any new change in the new version. Any customization that cannot be reconciled with the new features or any situation where the customization is replaced by new features with better results will be communicated to the customer. BMC may require further collaboration with you in this situation.
Customizations applied to any form/object in Base Development mode are considered invalid as out-of-the-box forms/objects (type = unmodified) are then touched without creating an overlay. If an overlay is not created, there could be a scenario where a new version installer clears the customization, resulting in errors post upgrade.
Any overlay or custom forms/objects created in the CMDB will be considered invalid because the CMDB may only be extended using the Class Manager Console.
You will have the opportunity during user acceptance testing to test your customizations. Customizations requiring updates may require the involvement of your in-house development staff, BMC Global Services, or a trusted partner and require a separate statement of work.
Upgrades for the BMC Helix Digital Workplace services are performed by BMC SaaS Operations per a set upgrade schedule. Upgrades are scheduled by data center location. You will be notified of the schedule for upgrades to these applications at least three weeks in advance. Upgrades are done in two phases, phase 1 being an upgrade to the non-development environments, followed by phase 2 one week later for the production environment.
Customers in the BMC FedRAMP data center may follow a different upgrade schedule as some releases require authorization by FedRAMP stakeholders before becoming generally available.
Upgrades to BMC Helix Custom Applications-based services are typically scheduled by BMC SaaS Operations quarterly. View the upgrade schedule (registration is required to this BMC Communities page) to view the next set of scheduled upgrades.
BMC Helix Client Management upgrades are provided upon request. New versions are generally released twice per year. To request an upgrade, submit a request via your support portal. BMC will first upgrade the service in your development environment and then promote it to the production environment.
BMC Helix Discovery is kept up to date with the latest enhancements, fixes and features as each reaches production readiness. All updates are provided by BMC proactively and include monthly updates for Technology Knowledge Update (TKUs) which contain new patterns and other content. Application upgrades are provided quarterly, per the published upgrade schedule. Updates that require downtime will be made during scheduled maintenance windows. Development instances are updated first, followed by production instances. See Maintenance windows for more information.
Upgrades to the BMC Helix Capacity Optimization and BMC Helix Vulnerability Management services are typically scheduled by BMC SaaS Operations quarterly. View the upgrade schedule (registration is required to this BMC Communities page) to view the next set of scheduled upgrades.
Releases for the BMC Helix Integration Platform are generally every three weeks and are adjusted to work around end-of-month dates and regional-specific holidays. Check Jitterbit Trust for the latest release dates and times, as the schedule is subject to change.
Previously released software products, features or versions may be discontinued from time to time. Refer to the Jitterbit End-of-Life Policy for additional details. You may also reference Jitterbit Harmony Known Issues related to recent releases.