Remedy Migrations:Success Cookbooks & Tales from the Field When Moving to the Cloud Presenters: Al Lawlor: EUC Practice Lead at Long View Rick Brooks-Hill: Director Product Management at BMC Remedy on Demand Learn more about our ITIL and ITSM assessments and training to ensure ongoing compliance: http://www.longviewsystems.com/hybrid-it/end-user-experience/end-user-computing/

1. Remedy Migrations:
Success Cookbooks & Tales from the
Field When Moving to the Cloud
Al Lawlor: EUC Practice Lead
Long View Systems
Rick Brooks-Hill: Director Product Management
BMC Remedy on Demand
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2. Agenda
1. Introduction
Who is Long View and why did RoD make sense for our MSP business model?
2. What we expected
Rod Migration ‘cookbook’ with minor tweaks
3. What we learned
Cookbook modifications and partnership learnings
4. Today
How has Long View’s experience been on RoD after the successful Migration?
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3. Who is Long View Systems?
• Long View Systems is a North American IT
solutions and services provider
• Combines business and technology through a
Hybrid IT methodology
• One such LVS hybrid solution offering is ITSM
• Long View’s MSP model uses Remedy on
Demand to manage over 200 customers’ ITSM
offerings
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4. Why LV Migrated to Remedy on Demand
• 5 year operational cost savings of 42%
• Allow Long View to concentrate on the ITSM
business, not the infrastructure behind the ITSM
business
• Allow for a more optimized version management
process
• Further enhance partnership with BMC
• Become more competitive in the market
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5. Financial Benefit
Items we considered when projecting Remedy on Premise costs
– License fees (one-time)
– Maintenance & support (recurring)
– Additional licenses per module based on project growth (one-time fee)
– Maintenance and support based on additional licenses (recurring)
– Infrastructure maintenance and support (annually)
– Datacenter resources costs (annually)
– Infrastructure refresh (one-time)
Items we considered when projecting Remedy OnDemand
– Activation fee (one-time)
– Subscription fee (annually)
– Subscription fee increase based on additional licenses (annually after first year)
– Support staff license has access to all modules, based on permissions, No limit to end users
for SRM
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6. Remedy OnDemand Just Gets Better
with Long View
Remedy
OnDemand
Enhancements
& Successes Non-Unicode
DBs Now
Supported
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CMDB Handling
Fix for Non-
Unicode Staging
System Meta-
Data
Post Fixes,
Migration Took
Only 20 Days
Bugs Removed
Quickly with
Post Cutover, Overlays
Only One
Weekend to Full
Production
Cookbook Migration Process
to Remedy OnDemand Steps 1 to 5
01
02
03
04
05
BMC Imports
On-Premises
Production
Database
Install Entire
Remedy
OnDemand Stack
in BMC
Cloud
Migrate Data to
RoD Staging
Delta Data
Migration
(DDM)
Restore DB on
BMC Staging
Apply
Customizations &
Integrations on
RoD Dev
Platform
Promote Custom
Work to
Production &
Validate
Go
Live

7. What we expected
• To migrate using the standard BMC migration
cookbook
• LVS had customizations that while not extensive did
require mitigation
• LVS data retention policies did not match RoD
• LVS would upgrade a copy of their system to the
required RoD levels and give that database to BMC
RoD operations
• VPN between BMC RoD and LVS to facilitate
integrations (LDAP, event mgmt. tool integration)
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8. What we learned
Original LVS implementation
was NOT Unicode
• Upgraded database could not be restored in
the RoD environment
• Unicode requirement not covered in the
original workshop
• Necessary to build Unicode staging server,
move data to it
• Delay in project due to problems
encountered during movement of data (both
application and infrastructure-related)
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Atrium CMDB meta-data corrupted
given Unicode Complications
• Caused by data migration
• Fieldid 179 is NOT a unique index in the
OBJSTR:* forms that comprise the Atrium
meta-data
• Copying data caused duplicate
records/missing records
• Atrium server process would not start

9. Final Cutover
Stage One
• After a good Unicode staging
server was constructed it was 20
days to final cutover
• DDM to move 3 months worth of
data from production server to
new Unicode system
• Used SQL transaction log backups
and did ‘manual’ log shipping via
FTP
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Stage Two
• BMC-required hot fixes applied to Unicode server
• BMC audits Unicode DB
• Production server turned off
• Final DDM run, final run of multi-tenancy update
• Final transaction log sent to BMC
• BMC does ‘pre-production’ preparation
• System turned over to LVS
• Signoff by LVS technical staff, LVS stakeholders (Service Desk,
NOC)
• ‘Burn in’ period over a weekend

10. Lessons Learned
People and Partnership
• Partnership with BMC was important to the entire process
• Good LVS technical resources were important to the project
• Timely access to BMC 3rd/4th level technical resources were
appreciated
• BMC project manager familiar with RoD
implementation/migration was a huge help
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11. Lessons Learned
Technical
• BMC has added Unicode theme to Migration Cookbook
• Migration to Unicode server should NOT use DDM
• BMC needs to coach its partners better on testing
• LVS needs to improve some of its testing discipline
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12. Remedy OnDemand Just Gets Better
with Long View
Remedy
OnDemand
Enhancements
& Successes Non-Unicode
DBs Now
Supported
© Copyright 12 10/14/2014 BMC Software, Inc
CMDB Handling
Fix for Non-
Unicode Staging
System Meta-
Data
Post Fixes,
Migration Took
Only 20 Days
Bugs Removed
Quickly with
Post Cutover, Overlays
Only One
Weekend to Full
Production
Cookbook Migration Process
to Remedy OnDemand Steps 1 to 5
01
02
03
04
05
BMC Imports
On-Premises
Production
Database
Install Entire
Remedy
OnDemand Stack
in BMC
Cloud
Migrate Data to
RoD Staging
Delta Data
Migration
(DDM)
Restore DB on
BMC Staging
Apply
Customizations &
Integrations on
RoD Dev
Platform
Promote Custom
Work to
Production &
Validate
Go
Live

13. Today
We’re Pleased!
Remedy on Demand is more than meeting our needs
• In full production
• Have implemented multiple customizations - - the RoD
CAB approval process is not onerous and has not
rejected any customization requests
• Implementing MyIT
• UDM/Pentaho used for various integration points
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14. Thank You.
© Copyright 14 10/14/2014 BMC Software, Inc