Service Lifecycle details
This section describes the three phases that make up the lifecycle of your Remedy OnDemand service. During these phases, your activities, primary points of contact, and objectives will vary. Where appropriate, your Business Relationship Manager will guide you through the process to ensure a seamless transition from one phase to another.
During this phase, BMC prepares the service for use and, where appropriate, assigns BMC project team members for your implementation. BMC provisions the required environments and loads basic customer-specific content. Your activities during this phase are focused on preparing for the Onboarding phase. When activation activities are completed, BMC sends you an email message with credentials and general information about accessing and using BMC Remedy OnDemand.
During this phase, BMC Global Services (or a trusted Remedy OnDemand partner) configures your Remedy OnDemand solution to meet your business needs. Onboarding tasks include solution planning workshops, application configuration, integration configuration and data migration (if required).
If they haven’t already, your onboarding team’s project manager conducts an onboarding kickoff call. The purpose of this call is to introduce you (where appropriate) to the onboarding project team and answer any questions that you may have about the onboarding process. In conjunction with your Business Relationship Manager, your onboarding project manager acts as your advocate and liaison to other BMC departments.
This phase commences when your services are live in a production state. The onboarding project team closes out any remaining activities and your primary contacts transition to BMC Customer Support and, where appropriate, your Business Relationship Manager. Your ongoing focus now is to implement changes within the applications as needed to meet your evolving business requirements.
The following table provides an overview of key topics to assist you with getting started with your OnDemand services:
During the activation phase, BMC prepares the service for use. The BMC Operations team provisions the required environments and loads basic customer-specific content. Activation activities commence at contract execution and are overseen by your Business Relationship Manager.
Your activities during this phase are focused on preparing for the Onboarding phase. As activation activities are completed for each environment, BMC sends you an email message with login credentials and general information about accessing the service. Activation activities are fulfilled for the following services:
For more information, see Activation activities.
OnDemand services provides you with three separate environments: Development, QA, and Production. For more information, see Service environment details.
|Supported devices and browsers||See Supported devices and browsers.|
Subscribe to services
For more information, see:
Customizations can be created using BMC Remedy Developer Studio. For more information, see Accessing BMC Remedy Developer Studio for customizations.
Customizations are always created in the development environment and are promoted by BMC Remedy OnDemand Operations to the QA and production environments. A Request for Change (RFC) is required to promote a customization to the production environment. For more information, see BMC Remedy OnDemand Customization policy and BMC OnDemand Customization Review Request process.
The Change Management process is used to plan, coordinate, implement, and monitor changes affecting any customer production environment within the control of BMC Remedy OnDemand Operations. The Change Management process uses RFCs to manage the work.
For more information, see the BMC OnDemand Change Management policy.
BMC provides fulfillment of certain operational requests as part of your subscription service. These requests, referred to as Lifecycle Requests, include application branding, FTP directory setup, and integration connectivity assistance. These items may be requested at any time by submitting a service request through the BMC Customer Support portal. For more information, see Lifecycle Requests.
|Self-service functions||Remedy OnDemand provides several utilities to enable customer self-service. Access to these utilities requires registration. For more information, see Self-service functions.|
|Upgrades||For more information, see BMC OnDemand Upgrade policy.|
Connecting to the BMC cloud
For more information, see BMC Client Gateway connectivity.
|Roles and responsibilities||For information about key BMC and customer roles and their respective responsibilities, see .|
Contact the BMC OnDemand Service Desk
The BMC OnDemand Service Desk ensures that you receive the highest quality of application and technical support assistance at a level that is right for your current business needs. All OnDemand customers receive 24 hours a day and 7 days a week continuous support as part of their service subscription.
You can submit an incident or service request using the BMC OnDemand customer support portal at http://i.onbmc.com. For more information, see Service levels and support hours and BMC OnDemand Service Desk.
|Product enhancements||For more information, see BMC Communities Product Forums and Ideas.|