Quick start guide: migrating to BMC Helix Service Management from Remedy Server
Before migrating to BMC Helix Service Management from the Remedy server, it’s important to understand the overall process to ensure a smooth migration. This guide provides a structured approach to migrating from Remedy Server to BMC Helix Service Management using BMC Helix Data Manager (HDM).
The migration process includes setting up a new environment, transferring custom configurations and data, and ensuring system stability. By following a step-by-step workflow, you can execute a smooth transition while maintaining business continuity.
The migration consists of 10 key steps, starting with planning and infrastructure preparation, followed by the installation of BMC Helix Innovation Suite and Service Management applications. It then moves to customization and data migration, ensuring that workflows, configurations, and integrations are properly transferred. Critical phases include unit testing, delta migration to capture recent changes, and User Acceptance Testing (UAT) to validate system functionality. Finally, a prefinal migration is performed before the final go-live cutover to ensure a seamless transition.
By following this guide, you can modernize the IT service management with enhanced features, improved compliance with ITIL best practices, and better scalability. With proper planning and execution, the migration ensures a successful transition to the containerized BMC Helix Service Management platform.
Scenario
Apex Global, a leading enterprise solutions provider, is planning to migrate from its on-premises Remedy Server to BMC Helix Service Management to leverage containerization capabilities, enhanced security, scalability, and ITSM capabilities. Jonnie, the system administrator, leads the migration with support from IT administrators. They begin by reviewing system requirements, infrastructure readiness, and security considerations before setting up a fresh BMC Helix environment with Innovation Suite and Service Management applications.
Using BMC Helix Data Manager (HDM), they migrate custom configurations, workflows, and old data while ensuring data integrity and system stability. After the initial migration, unit testing is conducted to reconcile customizations and resolve any issues. A delta migration follows to capture recent updates, and User Acceptance Testing (UAT) ensures the new system meets business requirements before final sign-off.
Jonnie then executes a prefinal migration and validation phase, applying a change freeze to maintain data consistency. After a successful emulated cutover, the team performs the final data migration and transitions Apex Global to BMC Helix Service Management. With the upgrade complete, the company now benefits from streamlined IT operations, improved service management, and enhanced compliance with ITIL best practices.
The following video (3:16) describes how you can migrate to BMC Helix Service Management on-premises from Remedy On-premises.
Process overview
Migrating to BMC Helix Service Management involves setting up a fresh environment, installing the platform and applications, and migrating your existing workflows and data using BMC Helix Data Manager (HDM). Let’s break down the process into clear, actionable steps to ensure a smooth migration.
Here’s a simplified 10-step workflow for migrating from Remedy Server to BMC Helix Service Management:
1. Planning and preparing the environment
Before starting the migration process, it's important to plan and prepare. As an IT architect and system administrator, start by reviewing the system requirements, sizing guidelines, and security considerations to make sure your environment is ready. After planning is complete, follow the steps in Preparing for migration to get your environment set for data migration from Remedy on-premises to BMC Helix Service Management
2. Installing BMC Helix Innovation Suite and BMC Helix Service Management applications
Next, install a fresh BMC Helix Service Management application in your environment. Refer to the Installing topic for detailed steps.
3. Migrating customizations and configurations
This step focuses on transferring and reconciling your existing customizations:
- Enable Admin-Only Mode to safely migrate without escalations.
- Export and Import Customizations, ensuring all overlays and personalized settings are carried over.
- Reconcile Customizations to align any differences between old and new environments.
- Perform custom development work for applications like BMC Helix Digital Workplace, Smart IT, and Smart Reporting.
- Deploy custom plug-ins and integrate third-party applications as needed.
- Set up reporting tools like BMC Helix Dashboards and Smart Reporting.
- Create deployment packages and back up databases.
- Validate all fixes.
4. Performing initial data migration
With your environment ready, it’s time to move the data:
- Configure BMC Helix Data Manager to prepare for migration.
- Begin the initial data migration for applications: BMC Helix ITSM, BMC Helix Digital Workplace Catalog, Smart Reporting, Smart IT, and BMC Helix Digital Workplace.
- Run a license assessment using the License Compliance Utility to convert People profile data licenses.
5. Unit testing and fixes
After the initial data migration, perform thorough unit testing to check for any issues:
- Validate migrated data, reconcile customizations, and apply necessary fixes.
- Create deployment packages for any fixes and customizations to streamline future deployments.
6. Delta data migration (emulated cutover 1)
Perform a delta migration to capture changes made in the old system since the initial migration. Run another license conversion to convert the new People profile data licenses.
7. User Acceptance Testing (UAT)
After all of the data migrated, it's time for User Acceptance Testing:
- Start services in full mode and conduct UAT in both production and non-production environments.
- Address issues found during UAT, perform additional test cycles and apply necessary hotfixes.
- Complete UAT sign-off once all critical issues are resolved.
8. Prefinal data migration and validation
Before going live, perform a prefinal data migration and validate everything:
- Apply freeze restrictions to prevent changes during this stage.
- Migrate any final data changes and validate workflows, customizations, and data integrity.
9. Emulated cutover 2
Run another emulated cutover as a dry run for the final migration. This ensures the environment is stable and ready for the go-live event.
10. Final data migration and go-live
It’s time to go live:
- Perform the final go-live delta data migration.
- Communicate the cutover details to internal teams, decommission the old system, and run smoke tests and validations.
- Once validated, go live with your new BMC Helix Service Management environment.
Refer to the Migrating Remedy on-premises to BMC Helix Service Management on-premises topic for detailed procedures about the migration process.
After the migration is completed, make sure to validate that all services are running as expected and perform any necessary post-upgrade configurations, such as setting up users, assigning permissions, and configuring access controls.
By following this structured approach, you’ll successfully migrate from Remedy on-premises to BMC Helix Service Management. With the new setup, you can leverage enhanced features and improved support for ITIL processes like incident management, service desk, asset management, and more—ensuring a seamless transition with minimal downtime.