CASE STUDYCAPGEMINI

Capgemini successfully upgrades customer’s BMC Remedy ITSM system using Alderstone CMT

CAPGEMINI SUCCESSFULLY UPGRADES CUSTOMER’S BMC REMEDYITSM SYSTEM USING CMTRemedy ITSM upgrades for Capgemini outsourcing’s customers werechallenging. The complex upgrade process combined with resource-constraintsresulted in long change freezes and a high frequency of post go-live issues.Customer perceptions of the service were negatively impacted.

Capgemini used CMT to simplify the upgrade process and deliver an on-time,on-budget, ‘non-event’ upgrade for a customer, regarded as a major success by both the customer and account executives.

A global leader in consulting,technology services and digitaltransformation, Capgemini is atthe forefront of innovation toaddress the entire breadth ofclients’ opportunities in theevolving world of cloud, digitaland platforms.A global leader in consulting, technologyand outsourcing services, the Groupreported 2016 global revenues of €12.5bn.

Together with its clients, Capgeminicreates and delivers business, technologyand digital solutions that fit their needs,enabling them to achieve innovation andcompetitiveness.

A deeply multicultural organisation,Capgemini has developed its own way ofworking, the Collaborative BusinessExperience™, and draws on Rightshore®,its worldwide delivery model.

Learn more at www.capgemini.com.

OVERALLPROJECTDURATION

CHANGE FREEZE

DURATION

PROJECTMANAGEMENT

& DATAMIGRATION

EFFORT

50% 94% 65%

Reduced from 203to 102 working days

Reduced from 377to 129 working days

Reduced from 167to 10 working days

THECHALLENGERemedy ITSM upgrade processimpacts the customer’s serviceand the bottom line

Capgemini outsourcing provide BMC Remedy ITSM as acomponent of managed services to their customers. However,the conventional BMC Remedy ITSM upgrade process used byCapgemini was not working.

Long running upgrade projects and difficult-to-manage change freezeslasting several months resulted in customer frustration at not beingable to effectively use the service

Unexpected issues occurred during and after the project due to silentfailures during the upgrade process

A high number of post-go-live issues required high levels of supportand caused business disruption for the customer

Resource-intensive data synchronization using DDM

Customer satisfaction was frequently impacted by an upgrade,consequently upgrades were repeatedly postponed, particularly forsensitive clients.

Initially, we couldn't believe that CMTcould deliver everything that was promised, it just

seemed too good to be true. However, we weredelighted to find that the results really did match

the marketing... this thing really works!

“”John Lantouris, Project Manager, Capgemini

Our cutover was incredibly smooth and fast, and thego-live has been a success with both end users andengineers with no service impacting issues. Using

CMT has resulted in this major upgradebeing a non-event and our customer and account

teams are delighted.

“”Roger Deblock, Technical Lead, Capgemini

THESOLUTIONTransform the upgrade process using CMT

Capgemini purchased CMT to support aprogramme of consolidation and upgrades across their Global outsourcing division. Using CMT, Capgemini were able to implement an alternativeupgrade methodology for the upgrade of their customer’sBMC Remedy ITSM on-premise system that avoided thechallenges of the conventional Copy & Upgrade approach.

CMT enabled Capgemini to use the Fresh Install & Migratemethodology that has the following key benefits:

Rather than taking a copy of the existing system and upgrading it, Capgemini were able torapidly build a standard out-of-the-box ITSM 8.1 system and transfer the customizations beingused by the customer. This not only reduced the duration of the application change freeze tojust two weeks, with a very limited scope and no impact to CMDB reconciliation, but alsoresulted in a clean and stable application platform.

This compared very favourably to the previous experience of silent and unpredictable failuresduring the upgrade process, post-go-live issues, and change freezes lasting several months.

Despite resource constraints for both the customer and Capgemini teams the upgrade wasdelivered using the new methodology on-time and to-budget and required no additional post-go-live support effort.

SIGNIFICANTLY REDUCEDCHANGE FREEZE AND IMPACTON THE CUSTOMER

SIMPLER, CHEAPER AND LESSRESOURCE INTENSIVEUPGRADE PROCESS

FEWER POST-GO-LIVE ISSUES

PROJECT ANALYSISAs with most real-world projects, thiscustomer’s upgrade is not the perfecttemplate for an ITSM upgrade project.Common issues such as customerresource constraints, production supportand architecture issues impacted thetimeline.

To provide a fair comparison, wecontrasted the timeline and activities forthe customer’s upgrade using the sameFresh Install & Migrate methodology with

just one difference; substituting theconventional data migration tool (BMC DDM) instead of CMT to performthe data migration.

Capgemini’s customer went live on BMCRemedy ITSM 8.1 in mid-July 2015, usingthe conventional BMC data migrationtools the go-live would have been early-Decemember 2015, a difference of overfive months.

CMT migrated the entire customer’sRemedy data set of 68 million Remedyrecords in less than ten hours.

Using the conventional BMC Remedytools this would have taken 3 months toperform the initial migration, duringwhich time the data would have beenthree months out of date, requiringadditional catch-up data migrations tocomplete the same task.

The data migration of 18 million Remedyrecords during the cutover weekend wascompleted within 4 hours. Performing thesame migration with conventional BMCRemedy tools would have required an 24day outage.

For a typical upgrade it is necessary toperform multiple “catchup” or “delta”data migrations to ensure that data is upto date for testing and that the go-liveoutage time is kept to a reasonable limit.However, the customer’s upgrade wasperformed with only one delta datamigration to ensure that during cutover,data could be migrated within a four hourwindow. CMT significantly reduced theoverall effort and complexity.

UPGRADE PROJECT PLAN COMPARISON

DATA MIGRATION PERFORMANCE

TASK BMC TOOLS CMT

Full Migration 3 months 10 hours

Cutover Migration 24 days 4 hours

PROJECT ANALYSIS

OVERALL TIME TO LIVE

50%

PROJECTMANAGEMENT

EFFORT

48%

DATAMIGRATION

EFFORT

88%

CHANGE FREEZE

DURATION

94%

KEY COMPARISONS

COMPARISON DDM CMT REDUCTION REDUCTION (wORkInG DAyS) (wORkInG DAyS) (wORkInG DAyS) %

Overall Time to Live 203 102 101 50%

Change Freeze Duration 167 10 157 94%

Data Migration Effort 167 20 147 88%

Project Management Effort 210 109 101 48%

CMT is able to migrate all data for all ITSMmodules meaning that little to no changefreeze is required during the upgradeprocess. However, conventional tools donot support migration of the data from allITSM modules and require manualmigration of some modules early in theupgrade process. Consequently, a changefreeze must be imposed at an early stage.

The impact and challenges of managing an eight month change freeze on the usercommunity should not be underestimated.In the worst case scenario, it may benecessary to restart an in-flight projectdue to a failure to adhere to an onerouschange freeze.

WE'VE BEEN PROVIDINGHIGH-QUALITY SOLUTIONSFOR THE IT SERVICEMANAGEMENT SECTORSINCE 2008.Our product, Alderstone CMT, is the industry-leading data migration tool enabling companies to upgrade, move to the cloud or consolidate BMC Remedy platforms at a fraction of the cost of legacy methods.

We provide consultancy in the following areas:

PROGRAMME MANAGEMENT

PROJECT MANAGEMENT

BMC REMEDY ITSM CONSULTANCY

SYSTEMS INTEGRATION

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