New Remedy 9 Service Management is Smart, beautiful and powerful service management that empowers the digital workforce. BMC Remedy 9 is built natively for mobile with an intuitive, people-centric user experience that makes everybody more productive. Remedy 9 can increase productivity up to 75%.

1. UPGRADING TO BMC REMEDY 9
THINGS THAT YOU MUST KNOW
#Remedy9Upgra
de

2. www.vyomlabs.com
#Remedy9Upgrade
Disclaimer
 All other trademarks, service marks and logos used in this webinar are the
trademarks, service marks or logos of their respective owners.
 The views expressed in this Webinar are views of the speakers and do not
necessarily reflect the views of Vyom Labs Pvt. Ltd.

3. www.vyomlabs.com
#Remedy9Upgrade
Please Note
Tweet your questions in
advance starting with
#Remedy9Upgrade
tag. Our panelists will take
them LIVE.
OR Key your questions in the
GoToWebinar Chat Window

4. www.vyomlabs.com
#Remedy9Upgrade
AGENDA
 Introduction
 Business drivers
 Upgrade benefits
 Upgrade process
 Case Studies
 Vyom Labs Offerings
 Q & A Session

5. www.vyomlabs.com
#Remedy9Upgrade
Business drivers
 7.6.04 is Out-of-support
 Benefits of New features

6. www.vyomlabs.com
#Remedy9Upgrade
It’s SMART, BEAUTIFUL and POWERFUL
Remedy 9.0 is different.
So you can manage complexity, simply.

7. www.vyomlabs.com
#Remedy9Upgrade
Upgrade benefits
 Powerful - 100 % Java Platform
 Easy Upgrade
 Customer choice to Compare, Carry forward
customizations
 Transparency within IT and between IT and business
 BMC Remedy Smart Reporting

8. www.vyomlabs.com
#Remedy9Upgrade
Upgrade benefits (cont..)

9. www.vyomlabs.com
#Remedy9Upgrade
Enhancements in Remedy 9 Upgrade Process
•Enhanced BMC Remedy Configuration Check
Utility
•Developer studio Capture Snapshot Utility
•BMC Remedy Deployment Application
New Tools
•Reconciling AR customizations using BMC
Remedy Developer Studio
•Centralized Configuration
Simplified Process

10. www.vyomlabs.com
#Remedy9Upgrade
Upgrade - Roadmap
Upgrade from version 8.1 or
later
Upgrade from version 7.6.04
or 8.0.xx
Upgrade from version earlier
than 7.6.04

11. www.vyomlabs.com
#Remedy9Upgrade
Upgrade - Roadmap
Upgrade from version 8.1
or later
Upgrade from version
7.6.04 or 8.0.xx
Upgrade from version
earlier than 7.6.04
Upgrade Platform BMC Remedy AR Server
to version 8.1.xx
Create Overlay using BPCU
Upgrade to Granular Overlays
Upgrade Atrium Core and Application to
8.1.xx
Upgrade to version 9.0.xx – Upgrade
Platform, Upgrade Application
Reconcile AR Customization
Upgrade Platform BMC Remedy AR Server
to version 9.0.xx
Convert Customizations to Granular
Overlays
Reconcile AR CustomizationUpgrade Applications to 9.0.xx
Upgrade Platform BMC Remedy AR Server
to version 9.0.xx
Upgrade Applications to 9.0.xx
Complete Unit Testing
Complete Unit Testing
Complete Unit TestingReconcile AR Customization

12. www.vyomlabs.com
#Remedy9Upgrade
Upgrade Steps - Roadmap
Pre upgrade – Set up:
• Dev Server
• QA Server
• Staging Server
Upgrade:
• Dev Server
• QA Server
• Staging Server
Post upgrade
• Sanity test
• Perform cut-over
• Perform the final DDM
• Go live

13. www.vyomlabs.com
#Remedy9Upgrade
Upgrading has never been easier
Guided, interactive upgrade tool
Non-invasive upgrades
Customization reconciliation tool
Opt-in to call home feature

14. www.vyomlabs.com
#Remedy9Upgrade
Upgrade – Upgrading from version 7.6.04 or 8.0.xx

15. www.vyomlabs.com
#Remedy9Upgrade
Pre Upgrade – Upgrading from version 7.6.04 or 8.0.xx
1. Set up the dev server
2. Set up the QA server
3. Set up the Upgrade Staging Server
Accelerated / Duplicated
Method
Purpose
Usage
Modes
Output
4. Pre-upgrade and configuration
checks – Dev server

16. www.vyomlabs.com
#Remedy9Upgrade
Upgrade – Upgrading from version 7.6.04 or 8.0.xx
6. Take Snapshot – Dev server
7. Upgrade the Platform – Dev server
Platform components
Validate
Adjust customizations
Object
Overlay type
View
overlays
Reconciliation process
8. Convert customizations to granular
overlays – Dev server
9. Reconcile AR customizations
– Dev Server
10. Complete unit testing
– Dev server
10. Create the deployment package
- Dev server

17. www.vyomlabs.com
#Remedy9Upgrade
Vyom Labs Experience for Remedy 9 Upgrade : Case studies
 Scope:
 Upgrade Complex and highly customized
BMC Remedy ver ,,,,
 Customized modules were IM, CM, SLM,
SRM modules
 Staged environment upgrade by creating
customer environment
 Size - 139 Users
 Test DB
 Architecture
 Stand alone environment
 Virtualized Environment
 Challenges :
 A custom field moved from the Incident Best Practice
View to out of view section
 Customized Priority field did not persist with
customization
 Customized OOB AI transformations overwritten by
upgrade
 Upgrade introduced new OOB archive form – This lead
to system having two archive forms for IM
 Resolution:
 Moved field back to Best Practice View
 Manual update to Priority field
 Rebuilt Transformation customizations
One of largest BMC Partner in Europe – Complex Customization

18. www.vyomlabs.com
#Remedy9Upgrade
Vyom Labs Experience for Remedy 9 Upgrade : Case studies
 Scope:
 Upgrade English, Portuguese and Spanish
interface of
BMC Remedy ITSM ver 7.6.04
 Medium Customizations
 Staged environment upgrade by creating
customer environment
 Size – 10000+ Users
 Test DB
 Architecture
 Server Group environment
 Virtualized Environment
 Challenges :
 Non Unicode DB when upgraded with Unicode
DB gives Errors
 Categorization link for Incident tickets does
NOT break
 Resolution:
 In ar.cfg file entry of DB-character-set is commented
 In ar.monitor file every service had entry, commented
the entries of services
 Disable the categorization link
One of the largest Telecom Company in Americas– Localization

19. www.vyomlabs.com
#Remedy9Upgrade
Vyom Labs Experience for Remedy 9 Upgrade : Case studies
 Scope:
 Upgrade High volume of customizations for
BMC Remedy ITSM ver 7.6.04
 Staged environment upgrade by creating
customer environment
 Size - 200 Users
 Test DB
 Architecture
 Server Group environment
 Virtualized Environment
 Challenges :
 Pre-Checker utility
 Reconciliation of customizations
 Resolution:
 New release of Pre-Checker addressed the
issues
 Pre Upgrade process followed to obtain
documentation for customizations
Large IT Outsourcer – High Volume of Customization

20. www.vyomlabs.com
#Remedy9Upgrade
Vyom Labs Experience for Remedy 9 Upgrade : Case studies
 Scope:
 Upgrade Platform containing bespoke Cost IT
application integrated with Incident Management
BMC Remedy ITSM ver 8.0
 Staged environment upgrade by creating
customer environment
 Size - 14 Users
 Test DB
 Architecture
 Standalone Server environment
 Virtualized Environment
One of the largest BMC Partner – Bespoke Application – Product built over Remedy
 Challenges:
 9.0 Developer Studio unable to compare
objects between Reference server and
upgraded server when snapshot was taken
through older version Developer Studio
 Resolution
 Use 9.0 Developer Studio

21. www.vyomlabs.com
#Remedy9Upgrade
Vyom Labs offering: Remedy 9 Upgrade Packaged Service
 If customizations are done following BMC Best Practices then Upgrade will take
care of existing customization seamlessly else need to work on customizations in
next steps
Input Vyom Labs Offerings Output Next Steps
Remedy Version
7.6.04 OR 8.x
1. Fixed Cost
2. Fixed Time
3. Upgrade to Remedy 9
1. Remedy 9 Upgrade
2. System up for UAT / Pre
UAT
1. Customization Testing and Fixing
2. Integration Testing and Fixing
3. Delta Data Migration
Duration for Upgrade 3 to 8 weeks
Cost for Upgrade Fixed Cost
Included in Upgrade
Technical Upgrade with
data*
Versions Assumed 7.6.04 OR 8.x
Delivery
Onsite / Offshore / Onsite
+ Offshore

22. www.vyomlabs.com
#Remedy9Upgrade
Questions & Answers
Tweet your questions
in advance starting
with
#Remedy9Upgrade
tag. Our panelists will
take them LIVE.
OR Key your questions in the
GoToWebinar Chat Window

23. www.vyomlabs.com
#Remedy9Upgrade
Thank You!
Email : info@vyomlabs.com
Website : www.vyomlabs.com
Vishal Dhainje
Sr. Consultant – BSM Practice