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The BMC AMI Applications Managed Services Foundation (AMS) provides comprehensive application management and administration service for up to three environments of a BMC product.
What you get:
BMC will perform the following:
The service for the in-scope BMC AMI product will include administrative activities such as content management, product configuration, handling of Application related service requests, incidents, problems and change management tickets, and operational reporting on the health of the services. All services will be performed offshore, facilitated by a designated Service Delivery Manager (SDM) to ensure efficient service governance throughout the engagement period.
The service will be delivered consistently with the following:
Due Diligence Phase: For new customers, thorough review, and validation of service scope, assessing the environment, identifying risks, and creating a Due Diligence Report.
Service Transition Phase: Transfer of operational responsibilities, updating the Issue and Risk Register, developing a Transition Plan, conducting an Operational Readiness Review, and creating a Transition Report and a Communication Plan
Application Operations: Monitoring and managing applications, including health tracking, resource consumption, log file monitoring, error investigation, BMC Product integrations, and issue tracking.
Application Administration: Fulfilling requests to manage application data and content, handling all incidents, problems, and changes with minimal customer disruption. This includes Maintaining and Optimizing applications; however, this does not include any configuration or upgrading activities.
Operational Reporting: Providing Operational Monthly Reports on system usage, health service, incidents, requests, problems, known errors, and knowledge.
AMS is scoped according to the following assumptions:
| Product/Component/Function | Count | Notes and Assumptions | |
|---|---|---|---|
| Incident, Change and Problem Tickets | Up to 100 | ||
| Application Admin Requests Tickets | Up to 400
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| Number of Production Instance | Up to 3
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| Number of BMC AMI Product | Up to 1
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Sole product subscription has same product version
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| Environments | Up to 3
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Dev, QA, Production
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| Service Level Agreement (SLA) | 1-hour response time
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BMC will implement Service Level Agreements (SLAs) for agreed performance targets and request response time.
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| Service Coverage | 8x5
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AMS resources are available to customers during eight (8) consecutive defined hours between 6:00 am and 10:00 pm over five (5) business days, aligned with the Customer’s time zone, excluding customer public holidays.
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| Onsite Business Review | 1
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Up to five (5) consecutive days of Onsite Visit for Business Review for both SDM and Technical Lead included in the above credits.
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BMC will provide this Service with one of the delivery types listed below:
| SDM Options | Credits
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| With Onshore SDM | 173
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| With Offshore SDM | 115
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During the due diligence phase, new BMC AMS customers will be responsible for the following:
Actively engaging and working with BMC AMS Team
Supplying system documentation detailing the customer’s BMC AMI Infra including but not limited to number of SYSPLEXs, LPAR, Databases etc.
Providing access to the incumbent resources.
Supplying time from subject matter experts in existing systems.
Reviewing and approving the Due Diligence Report, Transition Plan, Communications Plan, Operational Readiness Review, Application Administration Manual, Transition Report, and Monthly Operational Report.
Supplying information regarding relevant third-party contacts.
Supplying at least the last twelve months of application service management information, including issues, resolutions, problems, known errors, completed and planned changes, SLA management, Change management, past trends etc.
Examine third-party software license, maintenance, and support contracts to ensure right-to-use licenses.
Remediating reported issues if identified
All BMC AMS customers will be responsible for the following during service engagement phase:
Providing timely approvals for changes when requested.
Using the agreed request management process to raise requests directed at the BMC AMS team.
Providing the BMC AMS team with required access to data for reports.
At least 2 weeks of advance notice before any planned key activities on the Production instance like upgrades, patching, etc.
Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be delivered:
| Deliverable | Responsibility | Details |
| Due Diligence Report | BMC AMS | Report summarizing the application environment validation assessment and recommendations
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| Transition Plan | BMC AMS + BMC AMS Customers
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Integrated plan for a transition from the incumbent to BMC
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| Transition Report | BMC AMS
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Summary of the transition process outcomes and recommendations
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| Communications Plan | BMC AMS + BMC AMS Customers
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Defined plan for effective stakeholder communication
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| Operational Readiness Review | BMC AMS + BMC AMS Customers
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Checklist ensuring readiness for service handover
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| Service Level Agreement (SLA) | BMC AMS + BMC AMS Customers
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Guide for operating and maintaining applications
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| Monthly Operational Report | BMC AMS
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Monthly report on system usage, health, and performance
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Pre-requisites:
Customer must:
Provide BMC AMS Offshore resources with remote access to the in-scope environments, including supported BMC Application hosted servers wherever applicable.
Have active BMC Support Account throughout the BMC AMS subscription period.
Provide access to their BMC Support Account to raise support cases.
Have valid Success Subscription for twelve months.
Additional information:
- Estimated Duration: 1 Year
- In-scope Product: BMC AMI DevX Code Pipeline
- Service Type: Technical Assistance & Operations
- Availability: Active
- Success Service Code:
- BMC_AMGS_FNDT_001_ONSHORE_IZOT
- BMC_AMGS_FNDT_001_OFFSHORE_IZOT
- Date Last Updated: 08/25/2025
Related Resources:
Additional BMC Services:
As part of your ongoing adoption and extension of BMC capabilities and solutions, the following services complement this one:
Definitions:
Continuous Service Improvement – BMC will identify improvement areas for automating process via BMC solutions.
Customer Designated Representative – Customer will assign a representative who will work with the SDM to plan activities and set priorities.
Due Diligence Report – A report that presents the findings of the due diligence activities including but not limited to confirmation of the scope of the AMS activities, recommendations for operational model and process changes, identifying new issues or risks, validating current service delivery performance data, identifying third party contracts, identifying dependencies and assets (if applicable).
Issue and Risk Register – A document that details the identified set of Issues and Risks
Incidents - A disruption of service or Request for change (RFC) impacting the Customer Business or information that has generated a ticket within the Customer’s ITSM application.
Changes – The addition, modification, or removal of any authorized, planned, or supported service or service component that could influence Business services.
Problems - A situation requiring investigation about the root cause of several or major incidents.
Level 1 Service Management – The Customer’s helpdesk. First line of service management available by email and telephone.
Level 2 Service Management – Second line of application service management with access to BMC Support Group queues within the Customer’s ITSM.
Level 3 Service Management – Third line of application service management with expert product knowledge.
Reporting – Standard operational reports including health checks, integration checks, transactional data, and trends.
Service Delivery Manager – The BMC Service Delivery Manager is the key assigned resource responsible for AMS delivery. This individual will serve as the liaison between the Customer and the Service Operations team. This role will oversee the day-to-day fulfilment of service requests and will serve as the single point of contact on behalf of BMC for this service. This individual works closely with the Customer Designated Representative.
Transition Report – A document detailing activities for transitioning of the Service from the current provider to BMC, knowledge transfer activities (process, policies, procedures, integrations, solution configurations, service environments), governance structure setup, management of change execution process, service reporting activities.
Product Instance – Single installation of BMC AMI Product in customer’s production service environment.
LPAR - LPAR, or Logical Partition, is a subset of a mainframe's hardware resources (processors, memory, and I/O) that is configured to operate as an independent system.
SYSPLEX - SYSPLEX is a collection of z/OS systems that work together as a single, logical system.
AS APPLIES – TRADEMARK STATEMENT FOR WHEN USING THIRD-PARTY TRADEMARKS WHERE THERE’S AN AGREEMENT ON THIS PAGE
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