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 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 (for Standard Testing Support) OR six weeks for (comprehensive testing support)

Prepare for Performance Testing

• Review performance testing approach for Advanced Configurations* and integrations with Customer
• Identify and modify up to 10 Helix Prescriptive Test Cases* (chosen by Customer) for creating user workloads. Each test case may have up to 10 fields per test case 
• Identify up to three integrations (based on REST, API, or Web Services) for creating simulated inbound integration workloads

Conduct Performance Testing

• 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

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

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

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: 18-20 weeks (Standard Testing Support), 21-24 Weeks (Comprehensive Testing Support)
• In-Scope Products: BMC Helix Digital Workplace, BMC Helix ITSM
• Service Type: Activate
• Owner: Helix
• Success Service Code:
  • MIGR_ITST_004_OFFSHORE
  • MIGR_ITST_004_ONSHORE
  • MIGR_ITCO_004_OFFSHORE
  • MIGR_ITCO_004_ONSHORE
• Date Last Updated: 09/10/2026