The BMC SaaS Operations team manages all operational aspects of the service, from activation to decommissioning. The following table describes key areas of responsibility:
|Service activation||Service activation focuses on the initial setup and configuration of your OnDemand environments so that you can begin using your service. Activation fees are required only when purchasing BMC Remedy OnDemand and BMC Analytics OnDemand.|
|Data centers and architecture|
BMC OnDemand 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 requests||Operational and enhancement services included with your BMC OnDemand subscription are referred to as Lifecycle Requests. These services are fulfilled upon request by the BMC SaaS Operations team.|
|Customizations||BMC 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 assessment||Just before production cutover, the BMC SaaS Operations team conducts an extensive go-live assessment to evaluate production system parameters.|
|Security||Led by its Security Operations Center (SOC), BMC uses a multilayered approach to protect your data, constantly monitoring and improving applications, systems, and processes.|
|Incident management||Responding to incidents affecting your production system and restoring your service to normal levels is the number one priority of BMC Operations. Reporting on a service disruption involves an analysis of the issue, followed by a Request for Outage report.|
|Change management||The BMC Remedy OnDemand change management process involves close control of system changes throughout their lifecycle, to ensure minimum disruption to supporting services.|
BMC manages all patching and maintenance of the underlying infrastructure of the BMC OnDemand services.
|Application upgrades||BMC schedules and performs customer environment upgrades and patches upon customer request per its published upgrade policy. To schedule an upgrade for your ITSM applications, customers should work through their Business Relationship Manager or make a request via i.onbmc.com using the Request an ITSM Upgrade offering.|
Standard maintenance windows are published in advance and are typically outside of normal business hours for the region. Reminders are sent at least 10 days before maintenance occurs. Standard production monthly maintenance windows are a maximum of 4 hours in duration, with a goal of zero down time. While most maintenance will not require down time, infrastructure and shared service upgrades might require down time within this window.
|Data handling||BMC data handling includes everything from data backup and retention schedules to archives to final data exports.|
|Auditing||BMC provides continual auditing of OS security logs and application logs, to proactively assess system activity.|
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. The service offers three options for disaster recovery to suit a customer’s individual recovery point and recovery time objectives.
|Service decommissioning||Service decommissioning is provided when a customer's service terminates or expires. In such case, BMC SaaS Operations provides a data backup file in comma-separated values (.csv) format or provides a database backup file before permanent deletion of the data upon request.|