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The BMC SaaS Operations team manages all operational aspects of the service, from activation to decommissioning. The following table describes key areas of responsibility:

FunctionDescription
Activation activitiesService activation focuses on the initial setup and configuration of your Helix environments so that you can begin using your service.
Data centers and architecture

BMC's data centers are top-tier data centers that are staffed and monitored 24 hours a day, 365 days a year. Monitoring includes electrical, environmental, and backup systems. Primary data centers are backed up by a geographically-dispersed data center for disaster recovery purposes.

Lifecycle RequestsOperational and enhancement services included with your BMC Helix subscription are referred to as Lifecycle Requests. These services are fulfilled upon request by the BMC SaaS Operations team.
CustomizationsBMC allows unlimited application customizations to your applications, assuming best-practice design is used. Ongoing maintenance of customizations is the responsibility of the customer.
Go-live assessmentJust before production cutover, the BMC SaaS Operations team conducts an extensive go-live assessment to evaluate production system parameters. Adjustments are made to the system if necessary.
SecurityLed by its Security Operations Center (SOC), BMC uses a multilayered approach to protect your data, constantly monitoring and improving applications, systems, and processes. 
Incident Response policyResponding to incidents affecting your production system and restoring your service to normal levels is the number one priority of BMC SaaS Operations. Reporting on a service disruption involves an analysis of the issue, followed by a Request for Outage report.
Change managementThe BMC Helix change management process involves close control of system changes throughout their lifecycle to ensure minimum disruption to supporting services.
Application patches

BMC manages all patching and maintenance of the underlying infrastructure of the BMC Helix services.

Application upgradesBMC schedules and performs upgrades and patches per its published upgrade policy. Some services are upgraded per a schedule set by BMC SaaS Operations; others are by request.
Maintenance windows

Standard maintenance windows are published in advance and are typically outside of normal business hours for the region. Reminders are sent at least seven days before maintenance occurs for non-production systems and at least 21 days before maintenance occurs for production systems. Standard production monthly maintenance windows are a maximum of four hours in duration, with a goal of zero downtime. While most maintenance will not require downtime, infrastructure and shared service upgrades might require server restarts within this window.

Data handlingBMC data handling includes everything from data backup and retention schedules to archives to final data exports.
AuditingBMC provides continual auditing of OS security logs and application logs, to proactively assess system activity.
Disaster recovery

The BMC Information Technology Contingency Plan addresses actions required by BMC in the event of a disaster that impacts a customer’s primary service location. This plan is tested regularly. BMC offers two options for disaster recovery to suit a customer’s individual recovery point and recovery time objectives.

Data extractionService decommissioning is provided when a customer's service terminates or expires. In such case, BMC SaaS Operations provides a data backup file in a comma-separated values (.csv) format or provides a database backup file before permanent deletion of the data occurs.

Related topics

BMC Helix ITSM Customization Review Request process

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