Let us know how we can help
Sales & Pricing
Speak to a rep about your business needs
Help & Support
See our product support options
General inquiries and locations
Contact us
This Service migrates the Customer’s existing custom On-Premise Remedy ARS application to the latest BMC Helix ITSM platform.
What you get:
BMC Helix will perform the following:
Analyze and Design
- Identify and document Non-standard Configurations* and Non-standard Integrations*
- Prepare Migration Design Document
Prepare for Migration
- Conduct walkthrough of the migration process
- Install BMC Helix Data Manager (HDM) in Customer’s environment
- Run HDM discovery and data mapping
- Prepare Go Live Cut Over / Deployment Plan
Migrate and Test
- Transform* BMC Helix Action Request System (ARS) app related Foundation Data*, Application Data*, reporting (excluding BMC Helix Smart Reporting), and transactional data
- Migrate Standard Configurations* and Standard Integrations*
- Repoint existing Standard Integrations (up to 10) on the target system to the BMC Helix ITSM platform
- Perform Unit Testing
- Assist Customer with System Testing and Integration Testing for up to three weeks (for Standard Testing Support*)
- Migration and testing will be performed on quality assurance or pre-production environments
Final Cut-over and Post-Production Assistance:
- Execute final cut-over as documented in the Go Live Cutover Plan
- Provide post-production assistance for up to one week
Customer will be responsible for:
- Provisioning an On-Premise environment to install HDM and host a copy of the required databases
- Provisioning On-Premise client gateway servers to facilitate connectivity between Customer’s On-Premise systems and Helix System
- Configuring the staging database (DB) in Customer’s environment
- Restoring a copy of Customer’s production DB on Customer’s staging DB
- Providing access to BMC Helix consultants to Customer’s BMC Helix Remedy ITSM On-Premise staging environment
- Providing a fast, reliable connection from the On-Premise staging server to the Helix FTP server
- Performing System, Integration, and functional testing
- Adhering to temporary code or configuration freeze as recommended by the BMC Helix Project Team
- Providing an application subject matter expert (SME) with a good knowledge of Customer’s Advanced Configurations and integrations.
- Providing SME for any integrated applications to perform repointing of integrations and assisting with Unit Testing
- Migrating and remediating Non-standard Customizations, Configurations, and Non-standard Integrations
- Applying fixes to Standard Configurations and Standard Integrations for non-migration related issues identified during user functional testing
- Ensuring that standard integrations include AR API, Web Service and Rest API
- Preparing data load sheets as per BMC Helix standard guidelines
Project Milestones: The following Milestones are established between the Customer and BMC. Helix Once BMC Helix has reached a milestone, the BMC Helix project manager will issue a milestone completion letter to the Customer.
- Milestone 1: Upon delivery of the Project Schedule
- Milestone 2: Upon delivery and approval of the Migration Design Document
- Milestone 3: Upon delivery and approval of the Go Live Cutover Plan
- Milestone 4: Upon completion of the Project Closeout meeting and the delivery of the project completion letter
| Delivery Options | Success Credits Required |
|---|---|
| Standard Delivery* | 123 |
| Standard Delivery Country Specific Staffing* | 210 |
Deliverables: Using BMC Helix standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:
- Project Schedule
- Project Status Report
- Migration Design Document
- Go Live Cutover Plan
Completion Criteria: BMC Helix will have completed these Consulting Services when the in-scope Consulting Services have been completed and the Deliverables have been delivered to the Customer Project Manager.
Pre-requisites:
- Customer’s On-Premise BMC Helix products:
- BMC Helix Remedy ARSystem version is 20.02 or later
- Customer’s On-Premise database is Microsoft SQL Server or Oracle
- BMC Helix Remedy Action Request System applications only to be migrated Only applications
- No data integrity issues in the Customer’s environment
- Workflows must be reconciled to suit the target environment
- ARS application database size is less than 3 TB
- Estimated Duration: Up to 16 weeks
- In-scope Product: BMC Helix ITSM
- Service Type: Deployment
- Availability: Active
- Success Service Code:
- ARS_MIGR_001_OFFSHORE
- ARS_MIGR_001_ONSHORE
Additional information:
Date Last Updated: 04/28/2025
Definitions:
Advanced Configuration: For features that do not exist out-of-the-box, an Advanced Configuration can accommodate forms, active links, filters, escalations, integrations, menus, reports, or dashboards.
Transform: Foundation data needing to be remodeled.
Standard Testing Support: Supports up to three weeks of Customer testing and is intended for Customers with a limited number of integrations and relatively less complex.
Application Data: Application data is optional data that can be loaded into the system. Examples include assignment routing, incident templates, and change approval mappings.
Country-Specific Staffing: Customer’s request and BMC Helix resource availability, BMC Helix will deviate from BMC Helix Standard Delivery model. BMC Helix will work with Customer to understand and address their country-specific staffing requirements. BMC Helix and the Customer will mutually agree to the staffing choice from which country a BMC Helix resource comes.
Foundation Data: Foundation data is data required for the application to function properly and is defined as:
- Companies
- Organizations
- Sites and Location Structures
- Support Organizations and Groups
- People (includes group memberships, application permissions, and functional roles)
- Operational Services Catalogue
- Software Catalogue
Helix Prescriptive Test Cases: A set of BMC Helix pre-defined test cases for ITSM, Digital Workplace, and Smart IT from which Customers will choose to be modified to test their Helix Pre-Production environment to reflect changes due to Advanced Configurations.
Integration Testing: Integration testing is a procedure to validate that the BMC Helix integration components are functioning properly.
Non-standard Configurations: Non-standard Configurations are those that do not follow the requirements as defined in the Standard Configurations definition.
Non-standard Integrations: Non-standard Integrations are those that do not follow the requirements as defined under the Standard Integration definition.
Standard Configurations: For purposes of this migration offering, BMC Helix definition of “Standard Configurations” are those configurations, advanced configurations, and customizations that follow BMC Helix Operations recommended best practices, which are:
- Customizations may not involve the installation of a third-party application on the cloud.
- Customizations do not use Run process commands to execute non-BMC Helix created executable, batch, or Java Archive (JAR) files.
- No direct write connection to the database is allowed. Read-only access is permitted via an ODBC or JDBC connection only.
- No direct SQL statements are allowed in the workflow.
- Customizations should not involve changes to the standard BMC Helix service image or infrastructure configuration, for example, a different Java Runtime Environment (JRE) or Java Development Kit (JDK) version other than BMC Helix standard version is prohibited.
Standard Delivery: A mix of BMC Helix consultants and project managers sourced from various BMC Helix locations, which may include BMC Helix Global Services Delivery team in India and/or Mexico. The staffing choice from which country a BMC Helix resource comes will be solely at BMC Helix discretion.
Standard Integrations: BMC Helix provides a flexible model for data integrations to and from its BMC Helix services. Integrations may be configured using any approved communication method or adapter. The following is the list of approved integration methods: C API, Java API, AR System plug-ins, Open Database Connectivity (ODBC) access, BMC Helix Atrium Integrator (AI) adapter, Managed File Transfer (MFT), Security Assertion Markup Language (SAML), Simple Mail Transfer Protocol (SMTP), and Computer Telephony Integration (CTI).
System Testing: System testing is a procedure to validate that the BMC Helix components are working as a complete solution as designed.
Unit Testing: Unit testing is a procedure to validate that the individual units of each application are functioning properly.
Standard Testing Support: Supports up to three weeks of customer testing and is intended for customers with a limited number of integrations and relatively less complex.
Comprehensive Testing Support: Supports up to an additional three weeks of customer testing over and above the standard three weeks. This option is intended for customers with complex testing requirements OR exhaustive integrations/customizations.