What you get:

BMC Helix will perform the following:

Plan & Prepare

• Kick-off to confirm scope, approach, roles, timelines, and governance
• Confirm environment key dependencies (Version compatibility, Capacity planning/Server Sizing, etc.)
• Establish cutover approach and communications cadence

Design

• Prepare Upgrade Runbook, including rollback approach with customer specific information
  [For ITSM Upgrade], below link provides step by step guide to perform the upgrade,
  https://docs.helixops.ai/xwiki/bin/view/Service-Management/On-Premises-Deployment/BMC-Helix-Service-Management-Deployment/brid26101/Upgrading/Upgrading-BMC-Helix-Service-Management-to-22-1-06/
  [For ITOM Upgrade], below link provides step by step guide to perform the upgrade,
  https://docs.helixops.ai/xwiki/bin/view/IT-Operations-Management/On-Premises-Deployment/BMC-Helix-IT-Operations-Management-Deployment/itomdeploy261/Upgrading/

Build (environment progression)

• Assist customer with platform upgrade activities as applicable
  • Upgrade sequence guidance
  • Download required packages
  • Validate Kubernetes version
  • Verify ingress/namespace changes
  • Validate storage
• Perform BMC Helix Platform Common Services upgrade following BMC Helix recommended approach
• Perform BMC Helix Service Management upgrade or BMC Helix IT Operations Management upgrade following BMC Helix recommended approach
• Prepare Test Strategy and System Test Plan
• Prepare Construction Document
• Perform upgrade execution based on agreed Upgrade Runbook (e.g., configurations, upgrade execution)
• Coordinate sanity checks after each major step and environment move
• Coordinate upgrade-related tasks that require joint execution between BMC Helix and Customer teams
• Perform System testing
• Assist Customer with functional testing for up to 5 days 
• Go-live readiness review and final verification checklist
• Hypercare support for up to 5 days following production cutover 

Customer will be responsible for

• Provide all necessary system access, credentials, and approvals required to perform the upgrade activities
• Share complete and accurate details of the existing environment, including architecture, configurations, and integrations
• Perform all customer-managed tasks, including but not limited to infrastructure upgrades, Kubernetes platform and associated tools upgrades, database operations, backup and restore activities, and disaster recovery (DR) enablement or failback execution.
• [Only for ITSM On-Prem Container Upgrade] Upgrade supporting components such as BMC Discovery in alignment with the target BMC Helix ITOM version requirements.
• [Only for ITOM On-Prem Container Upgrade] Upgrade BMC Helix Patrol Agents and ETL Engines integrated with BMC Helix ITOM.
• Provide SMEs for ITSM/ITOM and Platform components for validation and issue reproduction
• Lead UAT execution and sign-off decisions
• Ensure readiness for production deployment, including defining monitoring, incident response, and communication plans, along with providing agreed change windows.
• Raise and manage all required change requests, including securing necessary approvals for executing the upgrade.

BMC Helix will provide this service with 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:

• Upgrade Runbook document 
• Construction Document

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:

• Confirm the scope of the upgrade, including in-scope products, environments, target versions, and identification of key stakeholders.
• Validate compatibility across all BMC Helix ITSM or ITOM components and integrated products for the target upgrade version
• Ensure all required system access, credentials, and network connectivity are provisioned and validated.
• Agree on change windows, deployment schedules, and governance cadence for the upgrade activities.
• Confirm and validate backup and restore procedures
• Ensure the underlying infrastructure and platform (including Kubernetes and supporting tools) meet the prerequisites for the target upgrade, including completion of any required pre-upgrade activities.
• [For ITSM] BMC Helix version 25.x
• [For ITOM] BMC Helix version 25.2

Additional information:

• Estimated Duration: 6 – 10 weeks
• In-Scope Products: BMC Helix Service Management, BMC Helix IT Operations Management
• Service Type: Activate
• Owner: Helix
• Date Last Updated: 04/22/2026