This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Administration change guidelines for BMC Helix ITSM and BMC Remedy ITSM

In general, changes to administrative actions might cause changes to the structure of the production environment. Because of these structural changes, you must adopt a change control process and ensure that the changes are managed and tested before introducing them into the production environment. 


This section contains information about:

  • certain areas that should not be configured on the production system.
  • mandatory rules to follow when working in the BMC Helix ITSM environment. These rules should be treated as suggested best practices in the BMC Remedy ITSM environment.

BMC Atrium CMDB class model changes

The BMC Atrium CMDB interface enables an administrator to add new classes or attributes by changing the data that represents the data model structure of the application. These data changes result in BMC Remedy Action Request (AR) System forms being added or modified in the BMC Remedy AR System server. After making any data model changes, you must make the information available to the BMC Remedy ITSM applications. These changes can affect the applications, so do not make them directly on the production system. Use a change control system and manage the changes in the development environment. Test all changes with BMC Asset Management and the BMC Atrium Discovery processes to make sure that they have no impact on existing application or integrations.

BMC Atrium CMDB reconciliation rules changes

BMC Atrium CMDB reconciliation uses data-driven rules that are set up by an administrator. They manage data flow from a provider of data (such as BMC Atrium Discovery), how it is combined with data from other data providers, and how it is published into the BMC Atrium CMDB production dataset. Changing reconciliation rules can affect how data from discovery sources or even manually entered data is put into the CMDB. These changes can cause data to not populate the CMDB or to populate it incorrectly. Because changing these rules can have an adverse impact on the business, make these changes only be done on the development server under change control.

BMC Service Level Management

The BMC Service Level Management application is used to manage service level agreements (SLAs). The creation of SLAs and service level targets causes workflow to be generated in the application and causes data to be collected and evaluated as part of the overall processing of the application. Creating or updating an SLA or service level target can result in escalations and measurements occurring incorrectly, which can result in noncompliance. Because these targets must be built appropriately and because of the impact on the production system if they are not and the potential performance impact of BMC Service Level Management adding workflow to the system, make these changes only in the development environment.

Software License Management

The Software License Management module in BMC Asset Management defines the rules that ensure that a business is in compliance with its license contracts. The process makes uses a rules-based engine to define how to:

  • Find software configuration items (CIs) in the BMC Atrium CMDB
  • Relate CIs to contracts and the rules for calculating whether the business is in compliance with its license agreements

Software License Management contains the following functionality:

  • Defines the rules that the engine uses to do the connection and compliance checks.
  • Generates contracts and certificates to manage new licenses. 

Changes to the rules used for the connection and compliance checks can adversely affect the environment by producing inaccurate license counts. Make these changes only on a development system under change management control.

Changes to contracts and certificates for managing new licenses leverage existing rules, so you can make changes to them directly on the production system.

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