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What is Consolidation?

Consolidation is the process of merging one or more BMC Remedy ITSM systems together. All users and integrations of the old Remedy systems will use the new consolidated Remedy system.

 

This process is technically complex and logistically challenging. However, a successful consolidation can result in significant cost savings and operational benefits. Examples of the reasons that businesses may choose to perform a consolidation include;

 

Reducing the number of multi-tenant BMC Remedy ITSM Systems

Customers who manage ITSM as a service on multi-tenant BMC Remedy ITSM systems, often have more than one multi- tenant system for various reasons including geographical performance or legal constraints. Reductions in hardware and software costs and/or improved operational efficiency can be realised by merging multi-tenant environments together to create fewer multi-tenant environments.

Typical approaches may be to;

    • Move Company(s) from an existing multi-tenant ITSM Remedy system into an existing, in-use multi-tenant system.
    • Move Company(s) from two or more multi-tenant ITSM Remedy systems into a new, clean Remedy system.

Any consolidation operation will cause some level of disruption for the customers of a multi-tenant system. If the benefit of

the disruption of a typical consolidation activity and accrues solely to the operator of the multi-tenant platform this can cause customer relationship issues. Combining the consolidation of multi-tenant systems with an ITSM application upgrade can offer clear business benefit to the customer, therefore this is a common component of these types of consolidations.

 

Moving an customer from an on-premise ITSM Remedy System into an existing multi-tenant system

Onboarding a customer from an existing on-premise Remedy system into a multi-tenancy system managed by a different company is effectively a consolidation of the two Remedy environments. Multi-tenant BMC Remedy ITSM systems typically have a high level of control around the shared application data. On-premise customers usually make free use of the shared data configuration in ITSM. Onboarding a customer into a multi-tenant system usually involves analysis and transformation of the data to ensure there is no impact to existing customers.

 

Merging two businesses using BMC Remedy ITSM

When two companies, or business units within the same company, merge their operations, significant reductions in costs

can be achieved by consolidation of the Remedy ITSM systems. This operation is likely to involve high levels of data transformation as the use of Remedy ITSM in the two businesses is likely to have a number of differences with no shared data discipline in either system.

 

Technical Challenges

Historically, the major challenge for the consolidation of Remedy systems has been the data migration component. The three principal data migration challenges when performing consolidation are;

 

Poor Performance

The Remedy API, used by all legacy tools, is not engineered for data migration. It can take several, resource-intensive weeks to migrate all data in a Remedy application. This is of particular concern for consolidation into an live Production Remedy system where a large volume of data needs to be moved during a  short cutover window.

 

Unique Identifier Clashes

Application unique Identifiers such as Request IDs, Group IDs and Ticket Numbers are only unique within a single Remedy system. Merging data without reconciling these unique keys seriously compromises data integrity and security and impacts the viability of the core Remedy application.

For example

  • Two different Companies in two different systems may have been assigned the same Group ID. If they are merged without transforming the Group IDs throughout all data in the application then they would be able to see each others data.
  • Incident Tickets will be overwritten as they were assigned the same Request ID in two different systems.

 

Lack of control

Legacy data migration tools do not provide the capabilities for identifying, migrating or transforming related sets of Remedy data. Even with the investment of significant development effort, it is challenging to achieve the control necessary to support the complex data migration and transformation operations necessary for consolidation.

Data Transformation is a key component of Consolidation where often data such as Support Group and Company names or Categorizations have to realigned between two systems which requires very large scale data changes through configuration and ticket data need to be applied.

 

In short, Consolidation is technically very difficult and is not supported by legacy data migration tools. Developing home-grown solutions to these problems requires a high level of technical expertise, a good understanding of the Remedy application data model, months of development effort and testing and deep pockets!

 

The Solution: Alderstone CMT

Alderstone CMT is the only Remedy data migration tool designed to support consolidation of  Remedy ITSM systems.

Enabling you to consolidate multiple Remedy system without  data loss. Alderstone CMT provides the following unique capabilities to support the consolidation of Remedy systems;

  • CMT is the fastest data migration tool for the Remedy ITSM platform, and is the only solution enabling you to safely migrate all of the data from one live Production system into another during a short outage window
  • Selectively migrate individual ITSM Companies and Global between Remedy systems
  • Automatically transform Remedy application unique identifiers (Ticket Identifiers, Request IDs, Group IDs) throughout the application to prevent data being overwritten or compromising your application security
    • Referential integrity of the data is preserved
  • Transform data during data migration to align foundation data between the systems being consolidated. For example:
    • Change all Product or Operational Categorization data in all locations
    • Convert shared (Global) configuration data to Company specific data   
  • Ability to safely filter your data to reduce data volumes, while maintaining data integrity. For example:
    • Only migrate Foundation data
    • Only migrate Open Tickets and Closed Tickets logged in the last 2 years
  • Ability to incrementally migrate all changed or "Delta" data, including deletions, between Remedy systems
    • Deletions are performed safely ensuring that data belonging to Companies outside the scope of migration are not affected

 

 

Considering Consolidation?
Alderstone are (probably) the only Remedy consultancy with extensive experience of successfully consolidating multiple systems. We have supported several companies through multiple consolidation programs including one where  up to 5 different source systems were combined. Please get in touch for a no-obligation discussion to learn more about what you should be considering for your Remedy system consolidation and how Alderstone CMT can help.