Migrating to BMC Helix ITSM On-Prem v20.02 with SPM Global Technologies

The customer, a prominent organization, had been utilizing BMC Remedy On-Premises v8.1 for their IT Service Management needs. However, with the aim of updating their platform to the latest version and embracing the benefits of the cloud, they approached SPM Global Technologies. The task at hand was to migrate their operations to BMC Helix ITSM On-Prem v20.02, incorporating the DB Shift (CMT) method, and managing over 40 integrations, whether by remediation or reconfiguration.

Opportunity

SPM Global Technologies was entrusted by the customer to carry out the migration of their existing BMC Remedy ITSM (Service Management Platform) to BMC Helix ITSM on the BMC cloud. The project encompassed multiple aspects, including migrating data, configurations, integrations, and services, while ensuring a seamless transition from the current on-premise solution.

Solution

This comprehensive migration involved several critical goals, including transferring "as-is" Foundation data and Application Data to support their processes, and moving transactional ticketing data, knowledge articles, service targets, and service requests. Additionally, the project encompassed migrating existing configurations considered as Standard Configurations for the BMC cloud platform, along with moving Standard Integrations. Furthermore, the team designed and configured Non-Standard Integrations for the BMC cloud platform and repointed the current configurations of BMC Chatbot, BMC Cognitive Search, and BMC MCSM (JIRM Connector) from the on-premises BMC Remedy ITSM solution to the newly migrated BMC Helix ITSM, and finally, configured BMC Cognitive Automation services.

Business Impact

The migration to BMC Helix ITSM On-Prem v20.02 had a significant positive impact on the customer's business. The key highlights included enhanced efficiency with streamlined workflows and reduced response times, leading to increased productivity and faster issue resolution for their IT teams. The new platform also improved service quality, resulting in higher customer satisfaction and better user experiences. Furthermore, the move to the cloud-based solution brought cost savings by eliminating the need to manage on-premise hardware and software. The cloud's scalability offered flexibility to adapt to future growth, and the advanced reporting capabilities of Smart Reporting provided valuable strategic insights for the customer.