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Hi, Peter Adams
I'm afraid no one here would wish to contradict your release policy, which is not so old.
Only you can resolve the situation and help us customers develop an upgrade plan for 1908 on-prem. As you know, 1908 itself contains too many bugs to go live without a first patch.
Actually....my guy can't even access all of the INITIAL downloads for 19.08...little alone the secondary patching... we are patiently waiting with bated breath to move everything from 19.02 to 19.08 <holding breath>
Hi, Matt Laurenceau
sometimes the simplest questions are hard to answer. I would also add Helix somewhere if it helps . I‘m kidding.
Seriously, there are still on-prem installations and without regulär patches the on-prem releases are practically worthless for customers.
Do you see a chance to involve the right person? I need this information for my upgrade planning for the next 3 months.
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Hi Stefan, sorry, it was a busy week and didn't find time during the week to focus on BMC Communities.
In an effort to find the best release approach to deliver both quality and new capabilities, we continue to tweak out release approach. We are currently focusing on delivering consolidated hotfixes instead of patches. Let me get back to the Community later on with details. I need to get some more answers.
Peter, thanks for your support of the on-prem community.
Meanwhile we are >3 months without official bugfix patch for version 1908.
It's a bit funny already. 1.5 years ago it was still said that BMC only releases cumulative patches on product level between two functional releases, no small hotfixes for components and certainly no single hotfixes.
The tension is rising ...
Correct, he was not able to see all of our products initially to move us from 19.02 to 19.08. I believe that was recently fixed. Now he has a Case in for one of our AR Servers. The first one went fine, but our 2nd one refuses to take the 19.08 patch.
The next crisis will be to figure out how long our on-premises Service Management Suite 19.08 will really be supported for - considering everything is moving to Helix and the Cloud - where we can't follow. According to documentation I can see - BMC can choose to stop supporting us at any time - but generally gives a 12 month warning shot.
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Holly Mullins, sorry that there was a hickup with EPD, but happy to hear that this is resolved.
As to some of the other statements above: I want to correct the record here for everyone, because they are misleading for the community.
First of all, "everything is moving to Helix and the Cloud" does not reflect BMC plans. We continue to release our on-premise SW as before for Discovery, Digital Workplace, CMDB, ITSM, Client Management, etc., and there is no plan to move away from these on-premise products. Also, these products are not functionally inferior to the SaaS delivery option. We deliver the same capabilities for these products for both delivery models.
Now, we do think that the SaaS option has many benefits for our customers, as customers don't have to worry about infrastructure setup, monitoring, archiving, security, operations, upgrades, etc., but if you want to continue to use the industry's best ITSM solution on-premise, you are very welcome to do so. No one is forcing you to move.
Also, it is not correct that BMC can stop supporting customers at any time. We publish the support timelines upfront - for Remedy ITSM e.g. at BMC Software Product All Version Page - Remedy ITSM. As you can see, existing versions will be supported for a number years. Also, there are existing contractual agreements that don't allow us to stop support at any time. On top of that, we continue to plan to release new versions of both on-premise and SaaS offerings, as part of our 6 month release cycle. So, this extends support dates even further.
Hope this clarifies the BMC plans. As market leader, we continue to deliver great innovation in IT Service Management, with the most flexible deployment choices (on-premise & SaaS).
Peter Adams, thanks for the clarification. I will definitely quote you when I pass this up to my management.
They are seriously concerned about what happens to 19.08 in 3-5 years - because that's usually when support runs out on your products.
Will you have a 25.08 solution for strictly non-cloud customers in 2025?
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Again, I'm not sure where the concern comes from that we are moving away from the existing on-premise products. Has BMC given any indication for that? Yes, version support runs out in 3-5 years, but that doesn't mean the product is going away.
I don't want to get into trouble with our Legal / Rev Rec team. All I can say that as of today, I have not been in any discussions whatsoever about plans to stop on-premise releases for Remedy ITSM, and I am not aware of any such discussions by others within BMC. And as Director of Product Management for the product I should know.
So, I hope you will enjoy the use of the industry's strongest on-premise ITSM solution on this planet without worries, looking forward to the next releases that we plan. More exciting stuff coming.
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Also, all of my information comes directly from Products and Developer Communities on BMC. I didn't dream anything up. Trust me - I want this to work. We just spent 18 months and thousands of hours prepping for this. But we do not have the warm fuzzy feeling that BMC will be supporting "non-cloud" accounts in the not too distant future.
Here is what I see in your own ITSM 19.08 pages on how BMC handles End Of Life:
And here is documentation on roughly how long previous versions were supported for. And when we ask what our non-Helix future looks like, we get the answer that Helix will be the new name for ITSM - but then there are some folks (Developers) that will definitively tell you that they are developing for Helix SaaS..... no stand-alone Helix. 19.11 is already well advertized as strictly cloud based Helix. So where are we after the 19.08 build below:
And there are several conversations where it feels like the only way to get the good features (Like Innovation Studio) is to buy into the cloud:
It is as always, BMC spontaneously makes a decision, forgets to inform its regular customers and then only keeps silent. Maybe BMC thought/hoped that it would not be noticed
But we never use a feature release like 1908 without an official first patch. I'm still waiting for an answer from Peter or another responsible person at BMC. Not a nice process that seriously shakes our trust in a reliable partner. Uncertainty is the enemy of further purchases.
We will probably have to wait a little longer and, as an on-prem customer, will surely go away empty-handed. Then you must consider whether you would like to live 6 months without Patch support.