BMC Applications Managed Services Foundation

What you get:

BMC will perform the following:

The service for the in-scope BMC product will include administrative activities such as content management, product configuration, handling of Application related service requests, incidents, problem 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 consistent 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: Perform regular Application Housekeeping & Heath Checks, including customer-specific integrations and customizations. Managing Incidents, Problems & Changes including Investigating errors, triage, and remediation of BMC product issues with BMC Support. Provide audit and compliance support within BMC applications during Customers audit review, while adhering to regulatory standards, implementing optimal system configurations based on best practices, and proactively identifying areas for improvement to enhance Continuous Service Improvement (CSI)
• Application Administration: Managing and addressing requests, involves dealing with service requests from end users, making configuration changes, enforcing policies, performing data backups, onboarding end users or endpoints/devices, publishing knowledge articles, and handling various other administrative tasks related to BMC Products. Providing an Application Administration Manual
• Operational Reporting: Providing Operational Monthly Reports on system usage, service health, incidents, requests, problems, known errors, and knowledge

AMS is scoped according to the following assumptions:

During the due diligence phase, new BMC AMS customers will be responsible for the following:

• Actively engaging and working with BMC
• Supplying system documentation
• Supplying service management documentation
• 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
• Examine third-party software leases, 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:

• Providing timely approvals for changes when requested
• Using the agreed request management process to raise requests directed at the BMC AMS SS team
• Providing the BMC Response AMS team with required access to data for reports

Note: All On-Prem Products will require to buy additional On-Prem Add-On Support Package.

Deliverables: Using BMC’s standard methodology and templates, the following Deliverables are in scope for this project and will be provided as part of the AMS Due Diligence and Transition process:

• Due Diligence Report: Report summarizing the application environment validation assessment and recommendations
• Transition Plan: Integrated plan for a transition from the incumbent to BMC
• Communications Plan: Defined plan for effective stakeholder communication
• Operational Readiness Review: Checklist ensuring readiness for service handover
• Application Administration Manual: Guide for operating and maintaining applications
• Transition Report: Summary of the transition process outcomes and recommendations
• Monthly Operational Report: Monthly report on system usage, health, and performance

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
• Provide access to their BMC Support Account to raise support cases
• Have at least nine months remaining on their Success Subscription 

Additional information:

• Estimated Duration: 1 year
• In-scope Products: BMC Helix IT Service Management (ITSM), BMC Helix Business Workflows, BMC Helix Discovery, BMC Helix Operations Management, Entuity Network Monitoring for BMC Helix Operations Management, BMC Helix Continuous Optimization, BMC Helix Control-M, Control-M for Mainframe, BMC AMI DevX Code Pipeline
• Service Type: Technical Assistance & Operations
• Availability: Active
• Success Service Code: AMGS_FNDT_003_OFFSHORE
• Date Last Updated: 01/11/2024

Related Resources:

Additional BMC Services:

As part of your ongoing adoption and extension of BMC capabilities and solutions, the following services complement this one:

• Applications Managed Service Additional Service and Coverage Options
• Day 2 Operations
• Access to an Applications Managed Service Specialist