BMC Helix will perform this service in one non-production environment and apply the validated configuration to the production environment.

Discovery and readiness

• Conduct a discovery workshop to review the current environment, confirm readiness for ISKM activation, and agree on governance model and configuration approach.
• Review and confirm OOTB template requirements and knowledge set structure.

ISKM setup and configuration

• Configure ISKM with OOTB templates and basic knowledge sets.
• Configure basic article visibility and access permissions.
• Configure ISKM as the knowledge provider for BMC Helix ITSM.
• Configure basic search settings based on OOTB defaults.
• Validate basic article search and retrieval within BMC Helix ITSM.
• Support customer validation activities.
• Prepare Construction Document and conduct project handover with next steps.

Customer will be responsible for:

• Providing access to required environments and systems.
• Assigning knowledge of governance roles including owners, authors, and approvers.
• Confirming knowledge taxonomy, templates, and lifecycle stages before build begins.
• Executing UAT and approving the configured solution.

BMC Helix will execute migration activities in one non-production environment for validation purposes and perform the final migration execution in the production environment.

Migration readiness and design

• Conduct a migration readiness assessment to review the existing knowledge inventory, article templates, metadata, and governance model.
• Define migration strategy, sequencing, source-to-target mappings, and validation approach for OOTB standard-template articles.
• Identify and document custom-template articles excluded from migration scope.

Migration execution

• Execute migration of OOTB standard-template articles up to 1000 articles using the supported migration utilities.
• Perform data transformation and normalization to align source content with ISKM templates and taxonomy.
• Execute post-migration validation and reconciliation of migrated content.
• Assist UAT and customer validation activities.
• Provide knowledge optimization recommendations.
• Prepare Construction Document and conduct project handover

Customer will be responsible for:

• Providing access to source and target environments.
• Identifying and confirming which articles use OOTB standard templates and which use custom templates prior to migration scope sign-off.
• Cleaning, de-duplicating, and retiring obsolete content prior to migration execution.
• Deciding the fate of custom-template articles excluded from migration, including manual recreation or retirement post-project.
• Confirming knowledge taxonomy, templates, and lifecycle stages before execution begins.
• Executing UAT and approving migrated content and the configured solution.

BMC Helix will perform the batch import in one non-production environment for validation purposes and execute the final production load in the production environment.

External source assessment and load sheet design

• Conduct a discovery workshop to review the external source content, format, volume, and quality.
• Define ISKM target templates and field mapping rules for the load sheet.
• Provide a standardized load sheet template for the customer to populate with up to five hundred articles.
• Validate the customer-completed load sheet for ISKM compatibility prior to load execution.

Knowledge load execution

• Transform and normalize load sheet content to align with ISKM templates and taxonomy.
• Perform batch import of up to 1000 articles into ISKM non-production environment.
• Validate imported articles for formatting, template accuracy, and search visibility.
• Execute final production load and post-load validation.
• Support UAT and customer validation activities.
• Prepare Construction Document and conduct project handover

Customer will be responsible for:

• Providing content from the external source in a format compatible with the BMC load sheet template.
• Populating the BMC-provided load sheet with accurate and complete article content.
• Ensuring the total number of articles submitted does not exceed five hundred.
• Reviewing and approving content quality and completeness before load sheet submission.
• Deciding the fate of articles excluded due to quality issues or exceeding the five hundred article limit.
• Confirming knowledge taxonomy, templates, and lifecycle stages before execution begins.
• Executing UAT and approving loaded content and the configured solution.