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Best practices for upgrade

 Review these best practices when upgrading BMC Helix Service Management and BMC Helix IT Operations Management to ensure a smooth upgrade experience.

By following these best practices, you achieve the following benefits:

  • Make sure there is minimal disruption during the updates
  • Mitigate risks and avoid rework
  • Upgrade with ease and with minimum downtime 

Related topics

Upgrading

Upgrading

Scenario

Information
Scenario

Apex Global is upgrading its BMC Helix Service Management software to a newer version with enhanced security and an improved user interface. Jonnie, the system administrator, is in charge of upgrading the software. Jonnie analyzes the dependencies and risks associated with the upgrade. He follows the documented best practices and develops a plan for the upgrade, ensuring nil or minimal disruption. The upgrade is closely monitored, with a backup plan in case there is a need to roll back. After the upgrade, Jonnie performs all validations to ensure that the upgrade was successful. He also collects feedback and addresses any issues, ensuring a smooth transition to the new version. 

Jonnie used the checklist provided. He clicked each item off the list as he completed it. 

Best practices

Follow the recommended best practices when upgrading BMC Helix Service Management and BMC Helix IT Operations Management in your on-premises environment. Click each tab to view the related best practices. If you are performing a combined upgrade, review both tabs and upgrade BMC Helix IT Operations Management first.

 

Best practice

BMC Helix Service Management reference

 

image-2024-10-9_17-5-24-1.pngPlan the upgrade

 

1

Create an upgrade plan—Create a plan and put a timeline and schedule for your upgrade.

2

Perform a backup—Create a backup plan for your data, configurations, and customizations. Ensure that you have a complete environment backup, including databases, configuration files, and the external database.

Note: Also, back up the BMC Helix Platform Common Servicesdata. 

Use your preferred method to back up. 

 

3

Review the documentation—Review the BMC documentation and release notes to understand compatibility, requirements, and expectations at each stage. 

4

Verify compatibility—Verify that your current environment, including hardware, software, and third-party integrations, is compatible with the new version.

Use the Helix IS Triage Tool to compare your Helix environment with BMC's recommended tuning guidelines based on size. 

 

image-2024-10-7_10-4-37-1.pngPrepare the environment

 

5

  • Set up a test environment—Set up a test environment that mirrors your production setup to test the upgrade process.
  • Replicate configurations and data from one environment to another—To test the upgrade before applying it in production, use the database refresh pipeline to copy configurations from the production environment to a lower environment. This feature works only for PostgreSQL and Microsoft SQL Server databases. 
  • Verify and remove HDM artifacts—If your initial migration used HDM and the staging tables are present in the database, the upgrade process might fail. 

6

Allocate resources—Allocate sufficient CPU, memory, storage, and personnel for the upgrade.

Ensure node redundancy because the upgrade process sequentially creates new deployments or pods and then deletes old versions. 

 

7

Upgrade the infrastructure—Make sure the container orchestration platform is running a supported version. This step should be done well ahead of an upgrade so you know the environment is stable on the new Kubernetes version. First, upgrade Helm and Kubernetes, then upgrade the Ingress controller, ensuring compatibility. 
Note: In a multi-hop upgrade, upgrade the supporting infrastructure in stages, ensuring compatibility at each step. 

For example, assume your environment is currently running BMC Helix Service Management version 22.1.06 with and BMC Helix Platform Common Services 23.4 and the following technology stack:

  • Kubernetes 1.27
  • NGINX Ingress 1.9.3
  • Helm 3.13

The goal is to upgrade BMC Helix Service Management to version 23.3.04 with BMC Helix Platform Common Services24.4 and the following technology stack:

  • Kubernetes 1.29
  • NGINX Ingress 1.11
  • Helm 3.14.

To upgrade your environment, perform the following steps:

  1. Upgrade BMC Helix Platform Common Services to 24.1 because 23.4 does not support the target Kubernetes version 1.29.
  2. Upgrade Kubernetes incrementally, first to 1.28 and then to 1.29. Upgrade NGINX Ingress to 1.9.6 first because 1.11 is not supported with BMC Helix Service Management 22.1.06.
  3. Upgrade Helm to 3.14.
  4. Upgrade BMC Helix Platform Common Services to 24.3.
  5. Upgrade NGINX Ingress to 1.11.
  6. Upgrade BMC Helix Platform Common Services to version 24.4 and BMC Helix Service Management to version 23.3.04.    

8

Restrict changes to the Centralized Configuration Server (CCS) parameters—If needed, configure the setting to prevent the upgrade process from changing your environment-specific Centralized Configuration Server (CCS) parameters.  
Note: This action is only for BMC Helix Service Management.

 

image-2024-10-16_12-46-30-1.pngDetermine your upgrade path or sequence

 

9

Determine the upgrade path for BMC Helix IT Operations Management (BMC Helix ITOM): If you are on BMC Helix ITOM version older than 24.4, you must first upgrade to version 24.4 or 25.1 and then upgrade to 25.2.

The following image shows upgrade paths for upgrades to version 25.2:

ITOM_upgrade_paths_25.2.png

Hop upgrade: In a hop upgrade, both BMC Helix ITOM and its supporting infrastructure must be upgraded sequentially, with intermediate versions for BMC Helix ITOM. The supporting infrastructure should be upgraded in sync to ensure compatibility at each step.

Note: Starting with version 24.2, we support only PostgreSQL version 15.5. Before upgrading to BMC Helix ITOM 24.2, use the PostgreSQL migration utility to migrate data from version 12.9 to 15.5.

Not applicable

10

Determine the upgrade path for BMC Helix Platform Common Services (PCS): (only for BMC Helix Service Management)
 The upgrade path depends on the version you are upgrading from: 

ITOM_upgrade_paths_25.2.png

Current version

Target version

Upgrade path

24.4, 25.1

25.2

One hop

24.2, 24.3

25.2

Two hops

23.4, 24.1

25.2

Three hops

23.1, 23.2

25.2

Four hops

22.2.01, 22.4

25.2

Five hops

The following image shows upgrade paths for upgrades to version 25.2.

PCS_upgrade_path_25.2.png

For an upgrade with multiple hops, make sure each stage or hop uses a version of the supported container orchestration platform. This ensures compatibility and smooth progression between stages of the upgrade. During the upgrade of BMC Helix Platform Common Services to version 25.1.00, BMC Helix Service Management will remain operational with the intermediate versions until you complete the upgrade to version 25.1.00.
We recommend upgrading both BMC Helix Platform Common Services and BMC Helix Service Management in the same maintenance window. However, you can choose a partial upgrade to address any critical security patches, bug fixes, and incremental improvements by upgrading only common services, while keeping BMC Helix Service Management at its current version.  

Note the following points:

  • BMC Helix Platform Common Services24.1 supports OpenSearch instead of Open Distro. Before upgrading the Common Services to version 24.1,  migrate your Elasticsearch data from Open Distro to OpenSearch using the Open Distro to OpenSearch migration utility.
  • BMC Helix Platform Common Services24.3 installs OpenSearch 2.x with a new certificate. To connect the platform pod in the BMC Helix Innovation Suite   namespace to OpenSearch 2.x in the Helix Platform namespace, update the OpenSearch certificate.
  • Starting with BMC Helix Platform Common Services 24.3, OpenSearch 2.15 is supported for improved security. Upgrading from OpenSearch 1.x to 2.15 is in-place and requires no extra steps. However, make sure you back up your OpenSearch data before upgrading.

11

Determine the upgrade path for BMC Helix Service Management:
The upgrade is a direct, single-step process from version n-3, n-2, or n-1 to version n. For example, you can upgrade from versions 21.3.x, 22.1.x, 23.3.x, or 25.1.x to 25.2.01

The following image shows upgrade paths for upgrades to version 25.2.01:

Platform_upgrade_paths_252.png
Note:  
If you are deploying both BMC Helix ITOM and BMC Helix Service Management, you do not need to upgrade the BMC Helix Platform Common Services (PCS) separately because the BMC Deployment Manager handles it.

 

image-2024-10-7_10-6-9-1.pngPerform the upgrade

 

12

Perform a step-by-step execution —Follow the upgrade steps as outlined in the documentation.
First, upgrade the BMC Helix Platform Common services and BMC Helix IT Operations Management (if deployed) to the appropriate version. Then, upgrade BMC Helix Service Management to the required version.   

During a zero downtime upgrade, avoid certain operations to ensure a smooth upgrade. 

Note: If Intelligent Integration Gateway is installed, upgrade it separately.  

Note: After upgrading BMC Helix ITOM, upgrade the Log Analytics connector if you have configured the Monitoring solution.

13

Monitor—Closely monitor the upgrade process for errors or warnings. 

 

image-2024-10-7_10-6-38-1.pngValidate after the upgrade

 

14

Conduct functional testing—Perform functional testing to ensure that all applications and integrations work correctly. Verify core features, user workflows, and compatibility, and identify any new issues. 

 

15

Conduct performance testing—Conduct performance testing to ensure that the system handles expected loads, identifies bottlenecks, and performs efficiently. 

 

 

image-2024-10-7_10-7-17-1.pngTrain your users and update your upgrade project documentation

 

16

  1. Update your documentation—Update system documentation to reflect the changes made during the upgrade. 
  2. Train your users—Train end-users and administrators on the changes and new features to ensure that they can use the enhancements effectively. 

 

 

image-2024-10-7_10-7-46-1.pngMaintain the system

 

17

Contact BMC Support—Use BMC support for guidance and troubleshooting.
BMC Community: Engage with the BMC community and forums for insights and to share experiences. 

 

18

Perform regular maintenance—Schedule regular maintenance checks to keep the system stable and performing well. 

 

 

 

Best practice

BMC Helix IT Operations Management reference

 

image-2024-10-9_17-5-24-1.pngPlan the upgrade

 

1

Create an upgrade plan—Create a plan and put a timeline and schedule for your upgrade.

2

Perform a backup—Create a backup plan for your data, configurations, and customizations. Ensure that you have a complete environment backup, including databases and configuration files.

Use your preferred method to back up. 

You can use a backup tool such as Velero.  

3

Review the documentation—Review the BMC documentation and release notes to understand compatibility, requirements, and expectations at each stage. 

4

Verify compatibility—Verify that your current environment, including hardware, software, and third-party integrations, is compatible with the new version.

Use the Helix IS Triage Tool to compare your Helix environment with BMC's recommended tuning guidelines based on size. 

 

image-2024-10-7_10-4-37-1.pngPrepare the environment

 

5

Set up a test environment—Set up a test environment that mirrors your production setup to test the upgrade process.

6

Allocate resources—Allocate sufficient CPU, memory, storage, and personnel for the upgrade.
Ensure node redundancy because the upgrade process sequentially creates new deployments or pods and then deletes old versions. 

 

7

Upgrade the infrastructure—Make sure the container orchestration platform is running a supported version. This step should be done well ahead of an upgrade so you know the environment is stable on the new Kubernetes version. First, upgrade Helm and Kubernetes, then upgrade the Ingress controller, ensuring compatibility. 
Note: In a multi-hop upgrade, upgrade the supporting infrastructure in stages, ensuring compatibility at each step. 

For example, assume your environment is currently running BMC Helix Service Management version 22.1.06 with  BMC Helix Platform Common Services 23.4 and the following technology stack:

  • Kubernetes 1.27
  • NGINX Ingress 1.9.3
  • Helm 3.13

The goal is to upgrade BMC Helix Service Management to version 23.3.04 with BMC Helix Platform Common Services24.4 and the following technology stack:

  • Kubernetes 1.29
  • NGINX Ingress 1.11
  • Helm 3.14

To upgrade your environment, perform the following steps:

  1. Upgrade BMC Helix Platform Common Services to 24.1 because 23.4 does not support the target Kubernetes version 1.29.
  2. Upgrade Kubernetes incrementally, first to 1.28 and then to 1.29.
  3. Upgrade NGINX Ingress to 1.9.6 first because 1.11 is not supported with BMC Helix Service Management 22.1.06.
  4. Upgrade oHelm to 3.14.
  5. Upgrade BMC Helix Platform Common Services to 24.3,
  6. Upgrade NGINX Ingress to 1.11.
  7. Upgrade BMC Helix Platform Common Services to version 24.4 and BMC Helix Service Management to version 23.3.04.  

8

Restrict changes to the Centralized Configuration Server (CCS) parameters—If needed, configure the setting to prevent the upgrade process from changing your environment-specific Centralized Configuration Server (CCS) parameters.  
Note: This action is only for BMC Helix Service Management.

Not applicable

 

image-2024-10-16_12-46-30-1.pngDetermine your upgrade path or sequence

 

9

Determine the upgrade path for BMC Helix IT Operations Management (BMC Helix ITOM): If you are on BMC Helix ITOM version older than 24.4, you must first upgrade to version 24.4 or 25.1 and then upgrade to 25.2.

The following image shows upgrade paths for upgrades to version 25.2:

Platform_upgrade_paths_252.png

Hop upgrade: In a hop upgrade, both BMC Helix ITOM and its supporting infrastructure must be upgraded sequentially, with intermediate versions for BMC Helix ITOM. The supporting infrastructure should be upgraded in sync to ensure compatibility at each step.

Note: Starting with version 24.2, we support only PostgreSQL version 15.5. Before upgrading to BMC Helix ITOM 24.2, use the PostgreSQL migration utility to migrate data from version 12.9 to 15.5.

10

Determine the upgrade path for BMC Helix Platform Common Services (PCS): (only for BMC Helix Service Management)
 The upgrade path depends on the version you are upgrading from: 

Current version

Target version

Upgrade path

24.4, 25.1

25.2

One hop

24.2, 24.3

25.2

Two hops

23.4, 24.1

25.2

Three hops

23.1, 23.2

25.2

Four hops

22.2.01, 22.4

25.2

Five hops

The following image shows upgrade paths for upgrades to version 25.2.

PCS_upgrade_path_25.2.png

For an upgrade with multiple hops, make sure each stage or hop uses a version of the supported container orchestration platform. This ensures compatibility and smooth progression between stages of the upgrade. During the upgrade of BMC Helix Platform Common Services to version 25.1.00, BMC Helix Service Management will remain operational with the intermediate versions until you complete the upgrade to version 25.1.00.
We recommend upgrading both BMC Helix Platform Common Services and BMC Helix Service Management in the same maintenance window. However, you can choose a partial upgrade to address any critical security patches, bug fixes, and incremental improvements by upgrading only common services, while keeping BMC Helix Service Management at its current version.  

Note the following points:

  • BMC Helix Platform Common Services24.1 supports OpenSearch instead of Open Distro. Before upgrading the Common Services to version 24.1,  migrate your Elasticsearch data from Open Distro to OpenSearch using the Open Distro to OpenSearch migration utility.
  • BMC Helix Platform Common Services24.3 installs OpenSearch 2.x with a new certificate. To connect the platform pod in the BMC Helix Innovation Suite   namespace to OpenSearch 2.x in the Helix Platform namespace, update the OpenSearch certificate.
  • Starting with BMC Helix Platform Common Services 24.3, OpenSearch 2.15 is supported for improved security. Upgrading from OpenSearch 1.x to 2.15 is in-place and requires no extra steps. However, make sure you back up your OpenSearch data before upgrading.

Not applicable

 

11

Determine the upgrade path for BMC Helix Service Management:
The upgrade is a direct, single-step process from version n-3, n-2, or n-1 to version n. For example, you can upgrade from versions 21.3.x, 22.1.x, 23.3.x, or 25.1.x to 25.2.01

The following image shows upgrade paths for upgrades to version 25.2.01:

Platform_upgrade_paths_252.png
Note:  
If you are deploying both BMC Helix ITOM and BMC Helix Service Management, you do not need to upgrade the BMC Helix Platform Common Services (PCS) separately because the BMC Deployment Manager handles it.

Not applicable

 

image-2024-10-7_10-6-9-1.pngPerform the upgrade

 

12

Perform a step-by-step execution —Follow the upgrade steps as outlined in the documentation.

During a zero downtime upgrade, avoid certain operations to ensure a smooth upgrade. 

Note: If Intelligent Integration Gateway is installed, upgrade it separately.  

Note: After upgrading BMC Helix ITOM, upgrade the Log Analytics connector if you have configured the Monitoring solution.

13

Monitor—Closely monitor the upgrade process for errors or warnings. 

 

image-2024-10-7_10-6-38-1.pngValidate after the upgrade

 

14

Conduct functional testing—Perform functional testing to ensure that all applications and integrations work correctly. Verify core features, user workflows, and compatibility, and identify any new issues. 

 

15

Conduct performance testing—Conduct performance testing to ensure that the system handles expected loads, identifies bottlenecks, and performs efficiently. 

 

 

image-2024-10-7_10-7-17-1.pngTrain your users and update your upgrade project documentation

 

16

  1. Update your documentation—Update system documentation to reflect the changes made during the upgrade. 
  2. Train your users—Train end-users and administrators on the changes and new features to ensure that they can use the enhancements effectively. 

 

 

image-2024-10-7_10-7-46-1.pngMaintain the system

 

17

Contact BMC Support—Use BMC support for guidance and troubleshooting.
BMC Community: Engage with the BMC community and forums for insights and to share experiences. 

 

18

Perform regular maintenance—Schedule regular maintenance checks to keep the system stable and performing well. 

 

 

Upgrade checklist

Print and use the following checklist during an upgrade to ensure that you follow all steps. Click the gear icon in the filtration pane to select the option to export the table to a PDF, CSV, or Word file or print it.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Service Management Deployment 25.2.01