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    • Service environment details


    To view the latest information for BMC Helix services and policies, go to BMC Helix Subscriber Information.

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    This section describes the following topics:

    Standard environments

    The BMC Remedy OnDemand service provides the following separate environments:

    • Development
    • Quality Assurance
    • Production

    Application updates flow from the development environment through Quality Assurance before going live in production. You have the infrastructure and compute capacity to simultaneously develop and validate changes while knowing your production environment will not be changed until you are ready. Additional environments for training, secondary testing, and other activities are available for an additional monthly fee.

    ProductionOperation of BMC Remedy ITSM processes, which are available to end users
    Quality Assurance (QA)Release, testing, and validation of Customer Service components prior to live operation
    DevelopmentCreation of customer-specific integrations, workflow, and data configurations

    Customer data is not comingled with other customer data.

    Environments are available to customers at all times and do not require a request to be created for provisioning.

    All services are hosted and delivered from secure data center facilities. For Canada and Australia locations, the primary data center houses the production system; the secondary data center, geographically dispersed from the primary data center, houses the development, QA and disaster recovery environments as well as all backup data. All other data center locations provide highly reliable network connectivity across two data centers in a metropolitan area, allowing for an active-active configuration for all environments. Backup data is stored at a separate third location, but within the same country.

    All environments are controlled, monitored, and managed by BMC OnDemand Operations (including the underpinning application and infrastructure aspects of the BMC OnDemand services). Areas of focus include hosting, storage, network, application software, and the connectivity between BMC and customers. Additionally, the service includes the management of common activities such as data and system backup and recovery.

    Non-production environments

    Non-production environments, including development, QA and any additional environments purchased, are not scaled to the same specification as the production system and therefore are not capable of processing production-level workloads. Non-production systems are not configured for high availability but are scaled to sufficiently handle the following workloads:

    • Development: up to 20 concurrent users
    • QA: up to 200 concurrent users

    Environment naming conventions

    BMC employs standard naming conventions for its customer environments depending on how the environment is to be used. The table below defines the allowable extension options for each environment type:

    Environment purposeExtension optionsExample
    Digital Workplace (Basic or Advanced)-myitcalbro-myit
    Smart IT-smartitcalbro-smartit







    System integration testing-sitcalbro-sit
    HR Case Management


    BMC Client Management-bcmcalbro-bcm

    The environments shaded above are optional and available for an additional monthly fee.


    All systems reside on the * domain within the BMC clouds.

    The production environment has no extension.

    The prefix of the environment name, for example calbro in the examples above, may not contain any special characters.

    The prefix of the environment name is set by the customer and must be unique amongst all customers.

    Base data capacity

    For customer data, base capacity in the development, QA and production environments is allocated per the total number of ITSM subscription licenses (Named plus Concurrent user subscriptions). Capacity is allocated as follows:

    • Up to 199 named and concurrent subscription users = 50 GB of storage
    • For total user counts of 200 and above, an additional 50GB of storage is allocated per 100 users.


    Named user subscriptions are used exclusively by the users assigned to them. Concurrent user subscriptions enable users to access a pool of shared licenses.

    You can purchase additional storage capacity through the additional capacity SKU. Additional storage is sold in 50GB increments and is applied to all environments.

    Related topics

    Data center overview

    Data handling