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This Service configures and extends BMC Helix ITSM out-of-the-box (OOTB) forms to include and convert configured Mid-Tier views* into Progressive Views* (PV).
What you get:
BMC will perform the following:
- Conduct workshop of the configured fields and configured views in Remedy Mid-Tier
- Prepare Solution Design Document
- Configure and test Progressive Views in Customers non-production environment (BMC will use available utilities/tools to convert Mid-Tier views into Progressive Views)
- Assist Customer with migration of Progressive Views to Customer production environment
- Prepare Construction Document
- Prepare Test Strategy Document
BMC will provide this Service based upon the Items and Quantity(ies) (QTY) listed below
| Item | QTY |
|---|---|
| Configured Mid-tier Views* converted to Configured Progressive Views (PV) | Up to 5 |
| Configured fields added to PV of OOTB forms (e.g. HPD: Help Desk) | Up to 10 |
| Technical Assistance | Up to 100 Hours |
BMC will provide this service with one of the approaches below:
| Delivery Options | Success Credits Required |
|---|---|
| Standard Delivery* | 33 |
| Country-Specific Staffing* | 56 |
Customer will be responsible for the following:
- Provide access credentials to Customer’s BMC Helix ITSM environment
- Provide infrastructure and access to install and configure the BMC Helix Gateway server (if required)
- Provide necessary technical resources / subject matter experts associated with the Mid-Tier configurations on an agreed start date
- Perform System Testing and User Acceptance Testing
Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:
- Solution Design Document
- Construction Document
- Test Strategy Document
Completion Criteria: BMC will have completed the Service when the in-scope Service have been completed and the Deliverables have been reviewed in accordance with the Terms of Use and delivered to the customer Project Manager.
Pre-requisites:
- Customer has implemented BMC Helix ITSM
- Customer has activated Progressive Views in BMC Helix ITSM
- Kaazing Gateway* is configured in customer environment
Additional information:
- Estimated Duration: 20 days
- In-scope Product: BMC Helix ITSM
- Service Type: Deployment
- Availability: Active
- Success Service Code:
- ITSM_PROG_001_OFFSHORE
- ITSM_PROG_001_ONSHORE
- Date Last Updated: 09/30/2024
Definitions:
OOTB Form: Out of the Box form e.g. HPD: HelpDesk
Mid-tier Views: Classic/Legacy Views of BMC AR System forms which are accessible via the Mid-tier UI. Each BMC AR System form can have multiple "views".
Progressive Views (PV): New Progressive Views for BMC AR System forms which are accessible via the Smart IT UI – for more details refer to - https://community.bmc.com/s/news/aA33n000000TXSHCA4/bmc-helix-itsm-pwa-implementation-methodology
Country-Specific Staffing: Upon Customer’s request and BMC resource availability, BMC will deviate from BMC’s Standard Delivery model. BMC will work with Customer to understand and address their country-specific staffing requirements. The staffing choice from which country a BMC resource comes from will be mutually agreed to by BMC and Customer.
Standard Delivery: A mix of BMC consultants and project managers sourced from various BMC locations.
Kaazing Gateway: a network gateway created to provide a single access point for real-time web based protocol elevation that supports load balancing, clustering, and security management.