Performing a platform only upgrade BMC Remedy IT

Performing a platform only upgrade — BMC Remedy IT Service Management Version 8. 1. xx The information included in this documentation, including BMC product screen shots, is the proprietary and confidential information of BMC Software, Inc. , its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product, to the proprietary and restricted rights notices included in the product documentation, and to the confidentiality and non-disclosure obligations to which you have agreed. © Copyright 2014 – 12/12/2014 BMC Software, Inc

In this video… • Scope of platform upgrade BMC Remedy AR System I BMC Atrium Core Go live Existing In-place upgrade Staging Existing Parallel upgrade

In this video… • Scope of platform upgrade BMC Remedy AR System I BMC Atrium Core • Upgrade methods Go live Existing In-place upgrade Staging Existing Parallel upgrade

In this video… • Scope of platform upgrade BMC Remedy AR System I BMC Atrium Core • Upgrade methods • End-to-end steps Go live Existing In-place upgrade Staging Existing Parallel upgrade

— Upgrade scope

Upgrade scope BMC Remedy AR System • BMC Remedy AR System server • BMC Remedy Mid Tier • BMC Remedy AR System clients • BMC Remedy Encryption Security upgrade

Upgrade scope BMC Remedy AR System • BMC Remedy AR System server • BMC Remedy Mid Tier • BMC Remedy AR System clients • BMC Remedy Encryption Security upgrade BMC Atrium Core • BMC Atrium CMDB • BMC Atrium Web services • BMC Atrium Integrator

— Upgrade methods

Upgrade methods In-place upgrade Parallel upgrade

Upgrade methods In-place upgrade User Go live Current production server • • You perform the upgrade on the production server. Production environment is down during the entire upgrade process. Takes less time. Not recommended if you have to adjust customizations. Parallel upgrade

Upgrade methods In-place upgrade Parallel upgrade User Go live Reference server Current production server • • You perform the upgrade on the production server. Production environment is down during the entire upgrade process. Takes less time. Not recommended if you have to adjust customizations. • • • Staging server Current production server You perform the upgrade on a staging server and go live with it. Production environment is down only during the last stage of the upgrade. Recommended if you need more time for user acceptance testing

— Staging environment

Staging environment Accelerated Duplicated

Staging environment Duplicated Accelerated Create a copy of the production server database in the staging environment. Staging Production

Staging environment Duplicated Accelerated Create a copy of the production server database in the staging environment. Staging • • • Production You are upgrading all of the products installed on your server. You do not have BMC Service Impact Manager, Integration for BMC Remedy Service Desk, or BMC Proactive. Net Performance Management installed on your production system. Running the installer in Install mode.

Staging environment Accelerated Duplicated Create a copy of the production server database in the staging environment. Create an exact duplicate of your production server. Staging • • • Production You are upgrading all of the products installed on your server. You do not have BMC Service Impact Manager, Integration for BMC Remedy Service Desk, or BMC Proactive. Net Performance Management installed on your production system. Running the installer in Install mode. Staging = Production

Staging environment Accelerated Duplicated Create a copy of the production server database in the staging environment. Create an exact duplicate of your production server. Staging • • • Staging Production You are upgrading all of the products installed on your server. You do not have BMC Service Impact Manager, Integration for BMC Remedy Service Desk, or BMC Proactive. Net Performance Management installed on your production system. Running the installer in Install mode. • • = Production You can test your system after each upgrade step, because you have a working system at the end of each stage. Run the installer in Upgrade mode.

— In-place upgrade steps

In-place upgrade 1. Prepare and plan • • Review the system requirements Download the installation files Obtain the BMC Remedy license keys Prepare your database Prepare the base platform Perform the Pre-upgrade checks and Configuration checks Complete the planning spreadsheet Mid Tier User Start Here 1 Prepare and plan Production Environment Primary Server Secondary Server Production Database Go Live

In-place upgrade 2. Restrict changes Suspend all administrative operations on the primary server until the upgrade is complete. Mid Tier User Start Here Do not create or modify any objects, including: • Forms • Workflow • Fields • Classes • Federation sources • Contracts • Agreements You must not perform such activities on the primary server until you reach the Go Live stage. 1 Prepare and plan Production Environment Primary Server 2 Secondary Server Restrict changes Production Database Go Live

In-place upgrade 3. Freeze user activity • At this stage the actual downtime begins. • Put your production URL under maintenance mode. • Perform the cut-over activities. Mid Tier Start Here 1 3 Freeze user activity Prepare and plan Production Environment Primary Server 2 User Secondary Server Restrict changes Production Database Go Live

In-place upgrade 4. DB backup • • Perform a backup of the database in the production environment Perform source server related adjustments. Leave the configuration as they are until you complete the delta data migration (DDM). You must revert these changes during the Go Live stage. Mid Tier Start Here 1 3 Freeze user activity Prepare and plan Production Environment Primary Server 2 User Secondary Server Restrict changes Production Database 4 DB backup and server adjustments Go Live

In-place upgrade 7. Upgrade platform Upgrade: Mid Tier 1. BMC Remedy Mid Tier 2. BMC Remedy AR System 3. BMC Atrium Core Start Here 1 5 Production Environment 2 3 Freeze user activity Prepare and plan Primary Server Follow the sequence provided in the documentation. Perform upgrade User Secondary Server Restrict changes 5 Upgrade platform Production Database 4 DB backup and server adjustments Go Live

In-place upgrade 10. Post-upgrade procedures • • Perform feature and functionality validation and performance testing. Take backup. Mid Tier Start Here 1 Refer to the documentation for detailed list of activities. 5 Perform upgrade Primary Server Secondary Server Restrict changes 5 Upgrade platform 6 3 Freeze user activity Prepare and plan Production Environment 2 User Post-upgrade steps Production Database 4 DB backup and server adjustments Go Live

In-place upgrade 11. Upgrade secondary It is recommended, that you use the copy of the upgraded primary BMC Remedy AR system server and BMC Remedy mid tier to create secondary servers. Mid Tier Start Here 1 You could also use the installers to upgrade the secondary. 5 Production Environment 2 Restrict changes Secondary Server 7 5 Upgrade platform 6 3 Freeze user activity Prepare and plan Primary Server During upgrade, you must point the secondary server to the new production (staging server) database. Perform upgrade User Post-upgrade steps Perform upgrade Production Database 4 DB backup and server adjustments Go Live

In-place upgrade 16. Go Live Perform the Go live activities and remove the production URL from the maintenance mode. Mid Tier Start Here 1 5 Freeze user activity Prepare and plan Primary Server Restrict changes Secondary Server 7 5 Upgrade platform 6 3 Perform upgrade Production Environment 2 User Post-upgrade steps Perform upgrade Production Database 4 DB backup and server adjustments 8 Go Live

— Parallel upgrade steps

Parallel upgrade 2. Prepare staging Start Here • • Prepare your staging server using the accelerated or duplicated method. At this stage you must also decide your staging development server, staging QA server, and the staging production server. 1 Prepare and plan 2 Prepare staging environment 14 12 Freeze user activity Delta Data Migration (DDM) Staging Environment Staging Dev Server 6 Upgrade platform 8 Post-upgrade procedures 11 UAT User Go Live 10 Run DDM 13 Run DDM (Final run) 6 DB restore and destination server adjustments 7 Restore DB on other staging servers Perform upgrade Production Environment Primary Server 3 Restrict changes Secondary Server 9 Perform upgrade Production Database Staging Database 5 Mid Tier 4 DB backup and source server adjustments *Valid on if you are upgrading from a non-overlay version (older than 7. 6. 04)

Parallel upgrade 5. DB restore • • • Restore the production database in the staging environment. Steps for restoring are different for the accelerated staging server and the duplicated staging server. Complete the destination server adjustments. Leave the configuration as they are until you complete the DDM. You must revert these changes during the Go Live stage. Start Here 1 Prepare and plan 2 Prepare staging environment 14 12 Freeze user activity Delta Data Migration (DDM) Staging Environment Staging Dev Server 6 Upgrade platform 8 Post-upgrade procedures 11 UAT User Go Live 10 Run DDM 13 Run DDM (Final run) 6 DB restore and destination server adjustments 7 Restore DB on other staging servers Perform upgrade Production Environment Primary Server 3 Restrict changes Secondary Server 9 Perform upgrade Production Database Staging Database 5 Mid Tier 4 DB backup and source server adjustments

Parallel upgrade 7. Restore DB on other servers You must restore the upgraded database on all the other staging servers in the environment. For example, if you have performed the upgrade in the staging development server, you must restore the upgraded database on the staging QA and staging production. This activity ensures that all your staging environments are at the same level for you to proceed with post upgrade procedures and delta data migration. Start Here 1 Prepare and plan 2 Prepare staging environment 14 12 Freeze user activity Delta Data Migration (DDM) Staging Environment Staging Dev Server 6 Upgrade platform 8 Post-upgrade procedures 11 UAT User Go Live 10 Run DDM 13 Run DDM (Final run) 6 DB restore and destination server adjustments 7 Restore DB on other staging servers Perform upgrade Production Environment Primary Server 3 Restrict changes Secondary Server 9 Perform upgrade Production Database Staging Database 5 Mid Tier 4 DB backup and source server adjustments

Parallel upgrade 10. Delta Data Migration • • You can run the Delta Data Migration (DDM) Tool one time or multiple times. BMC recommends that you run the tool at least twice — before you start your production outage, and again after the production outage begins. Ensure that you complete the postmigration activities before you proceed with the next step. Start Here 1 Prepare and plan 2 Prepare staging environment 14 12 Freeze user activity Delta Data Migration (DDM) Staging Environment Staging Dev Server 6 Upgrade platform 8 Post-upgrade procedures 11 UAT User Go Live 10 Run DDM 13 Run DDM (Final run) 6 DB restore and destination server adjustments 7 Restore DB on other staging servers Perform upgrade Production Environment Primary Server 3 Restrict changes Secondary Server 9 Perform upgrade Production Database Staging Database 5 Mid Tier 4 DB backup and source server adjustments

Parallel upgrade 11. User Acceptance Testing • After you complete the testing and applying all the fixes, you must create a UATVerified-Clean backup. • After the upgrade is validated on the staging server, restore the system to a UAT-Verified. Clean backup. This ensures that any testing data used during the validation is removed and that the staging server is in a clean state for the final delta data migration. Start Here 1 Prepare and plan 2 Prepare staging environment 14 12 Freeze user activity Delta Data Migration (DDM) Staging Environment Staging Dev Server 6 Upgrade platform 8 Post-upgrade procedures 11 UAT User Go Live 10 Run DDM 13 Run DDM (Final run) 6 DB restore and destination server adjustments 7 Restore DB on other staging servers Perform upgrade Production Environment Primary Server 3 Restrict changes Secondary Server 9 Perform upgrade Production Database Staging Database 5 Mid Tier 4 DB backup and source server adjustments

Parallel upgrade 12. Freeze user activity • • • At this stage the actual downtime begins. Put your production URL under maintenance mode. Perform the cut-over activities. Start Here 1 Prepare and plan 2 Prepare staging environment 14 12 Freeze user activity Delta Data Migration (DDM) Staging Environment Staging Dev Server 6 Upgrade platform 8 Post-upgrade procedures 11 UAT User Go Live 10 Run DDM 13 Run DDM (Final run) 6 DB restore and destination server adjustments 7 Restore DB on other staging servers Perform upgrade Production Environment Primary Server 3 Restrict changes Secondary Server 9 Perform upgrade Production Database Staging Database 5 Mid Tier 4 DB backup and source server adjustments

References docs. bmc. com

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