CASE STUDY: ADVANCED
October 4, 2019
Advanced successfully upgrades managed service customers to latest Remedy ITSM v9.1 using Alderstone CMT
THROUGH THEIR ENTERPRISE AND MARKET FOCUSED SOLUTIONS, ADVANCED POSITIVELY IMPACT MILLIONS OF PEOPLE’S LIVES THROUGH CONTINUALLY INVESTING IN THEIR PEOPLE, PARTNERSHIPS AND OWN TECHNOLOGIES TO STAY FOCUSED ON THEIR MARKETS’, CUSTOMERS’ AND THEIR STAKEHOLDERS’ NEEDS.
They enable their customers to drive efficiencies, savings and growth opportunities through focused, right-first-time software solutions that evolve with the changing needs of their business and the markets in which they operate.
True partnership is the defining thing that makes Advanced different from the competition. Advanced pride themselves
on delivering focused software solutions
for public sector, enterprise commercial
and health & care organisations that simplify complex business challenges and deliver immediate value.
Advanced is a Sunday Times Top Track 250 Company 2015 and was ranked in the Deloitte UK Fast 50 which recognises the
50 fastest growing technology companies
in the UK and a winner of the Tech Company of the Year in PwC’s UK Tech Awards in 2014.
Learn more at www.oneadvanced.com
UPGRADES
ADVANCED SUCCESSFULLY UPGRADES MANAGED SERVICE CUSTOMERS TO LATEST REMEDY ITSM V9.1 USING ALDERSTONE CMT
Advanced provide ITSM as a service to nearly five thousand company entities hosted on
a multi-tenant, on-premise 7.6.04 BMC Remedy ITSM system. Advanced have successfully completed a phased upgrade to BMC Remedy ITSM 9.1.
Advanced chose to upgrade their system in two phases using Alderstone CMT to safely
and rapidly migrate customers and operating company data. This approach significantly reduced the internal operational impact and costs. Most importantly, Advanced were
able to continue to provide uninterrupted, high-quality IT Management services to their customers throughout the upgrade process.
THE CHALLENGE
A phased upgrade was the ideal solution but, using legacy Remedy data management tools, Advanced found it impossible to perform a phased upgrade due to fundamental technical issues.
Advanced had several important customers keen to take advantage of the new features in BMC Remedy ITSM v9.1. However, the impact of a full upgrade on their huge multi-tenant application was too large to manage without impacting customer service delivery.
Poor Performance
Advanced’s multi-tenant Remedy system is used to manage IT Service Delivery to over 5,000 company entities, holding nearly 180 million records. Using legacy API tools, it would have taken nearly seven months to perform a one-off data migration of all data from Advanced systems, at which point the data would have been seven months out of date! A phased migration prevents incremental data migration, as after the initial wave, subsequent migrations are performed into a live system; meaning the cutover outage would have taken several months with legacy tools.
Unable to migrate individual companies
To perform a phased migration, it is necessary to identify and migrate the data belonging only to those Companies in scope. This includes the Foundation Data, such as Sites, Organizations, People, as well as the transactional data belonging to those Companies. Using legacy data migration tools identifying all of the People belonging to a Company is straightforward but identifying and migrating the user permissions, Support Group Memberships, etc. which belong to those People is simply not possible.
THE SOLUTION
Advanced used Alderstone CMT to enable a cost-effective, phased upgrade to a new BMC Remedy ITSM v9.1 system and overcome the technical challenges.
The customers eager to take advantage of the new 9.1 features were migrated in the first wave, and were delighted with the results. After some fine-tuning of the architecture, the second wave migrated the remaining customers into a proven, stable platform.
FASTEST DATA MIGRATION
Alderstone CMT is the fastest data migration solution for Remedy ARS, enabling Advanced to upgrade to the latest ITSM v9.1, moving all of the data in their multitenant BMC Remedy ITSM system within just a few hours as opposed to nearly seven months using API tools.
This performance meant a huge reduction in the project timeline and costs. Advanced were able to perform multiple data migrations as part of the test and preparation for cutover, giving huge flexibility. CMT’s performance ensured the production cutover outage durations were measured in hours rather than weeks.
ADVANCED DATA CONTROL
Advanced leveraged Alderstone CMT’s powerful data selection and transformation capabilities to enable a two-phase migration from their ITSM 7.6.04 directly to a new parallel ITSM 9.1 system. This is only possible due to CMT’s unique understanding of the underlying BMC Remedy ITSM data model and the ability to safely migrate related data sets between Remedy systems while ensuring data integrity. Instead of developing custom scripts, Advanced were able to use the out-of-the-box capability of CMT to migrate selected groups of customers and operating company data safely, ensuring huge cost savings.
Our upgrade to Remedy ITSM 9.1 ensures we continue to deliver industry-leading services to our customers. Our phased upgrade approach ensured that this major change had no impact on our customers and kept our costs low.
– Neil Cross, Managing Director, Advanced
CMT really delivered for us. We had no data migration issues at all, and the speed of migration was fantastic. The phased migration approach allowed us to complete the upgrade without overwhelming our support teams and without impacting service delivery to our customers.
– Sophie Quayle, Project Manager, Advanced
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