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
• Set up SaaS Production tenant, covering coordination, tenant readiness validation, hands-on configuration, and identifying the team responsible for this.
• Prepare Deployment Plan

Migrate and Test

• Migrate Foundation Data*, Application Data*, reporting, and transactional data. This may include ITSM, Smart IT, Digital Workplace
• Migrate Standard Configurations* and Standard Integrations*
• Repoint existing Standard Integrations 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

Prepare for Performance Testing

• Review performance testing approach for Advanced Configurations* and integrations with Customer
• Identify up to 10 Business Use Cases
• Identify up to 3 integrations
• Confirm one performance test environment and Customer-provided peak concurrent user and transaction profile

Conduct Performance Testing

• Up to 10 Business Use Cases
• Up to 3 Integrations
• Execute one baseline performance test plus one validation retest after remediation
• Simulate peak concurrent usage using Customer-defined workloads and capture performance results
• Simulate network latency of 0ms/50ms/300ms and capture performance results
• Identify bottlenecks and provide recommended actions

Final Cut-over and Post-Production Assistance

• Execute final cut-over as documented in the Migration Design Document and 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
• Provide a fast, reliable connection from the On-Premise staging server to the Helix FTP server
• Performing user functional testing for a period of up to three weeks before production go live
• Providing information on Customer’s expected user workloads, integration loads, network access, and latency in preparation for performance 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. This SME will also be required to assist with Unit Testing
• Providing SME for any integrated applications to perform repointing of integrations and assisting with Unit Testing
• Migrating and remediating Non-standard Configurations and Non-standard Integrations
• Applying fixes to Standard Configurations and Standard Integrations for non-migration related issues identified during user functional testing or performance testing

Solution Scope and Assumptions

• Migration and testing will be performed on quality assurance and pre-production environments
• Performance testing will be executed in the Pre-production environment
• User loads and integration workloads will be generated using the JMeter load testing tool
• Performance testing will be run at a BMC Helix data center
• Integration tests are simulated and do not represent end-to-end integration components
• BMC Helix assumes no data integrity issues in the Customer’s environment
• Customer review of each Deliverable is limited to two review cycles. Customer will provide acceptance or feedback within an agreed timeframe. Delays caused by Customer Review beyond that timeframe extend the project schedule accordingly
• Non-Standard remediation for Customization/Integrations are excluded from this. If these are estimated separately then they should be captured in either BMC Helix Advanced Configuration Offering or BMC Helix ITSM Integration Service Offering
• Remediation is limited to configuration adjustments within project scope; redesign of customizations, workflows, integrations, or infrastructure requires additional services like BMC Helix Advanced Configuration Offering or BMC Helix ITSM Integration Service Offering

BMC Helix will migrate your on premise Remedy ITSM based on one of the approaches below:

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
• Performance Test Report

Completion Criteria: BMC Helix will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.

Pre-requisites:

Customer’s On-Premise BMC Helix products:

• BMC Helix ITSM version is 20.02 or later
• BMC Helix Digital Workplace Catalog version 20.02 or later
• BMC Helix Smart IT version 20.02 or later
• BMC Helix ITSM: Smart Reporting version 20.02 or later
• Customer’s On-Premise database is Microsoft SQL Server or Oracle

Additional information:

• Estimated Duration: 14-20 weeks
• In-Scope Products: BMC Helix Digital Workplace, BMC Helix ITSM
• Service Type: Activate
• Owner: Helix
• Success Service Code:
  • MIGR_ITST_005_OFFSHORE
  • MIGR_ITST_005_ONSHORE
• Date Last Updated: 09/30/2026