Answer

The BMC Assisted Migration Offering (AMIGO) Program by BMC Customer Support is designed to assist the BMC Cloud Lifecycle Management (CLM) customers with the planning of upgrade of their CLM environments. The process begins an AMIGO Starter Issue is opened and the various details are provided with this document which contains a brief description of the process, a checklist of environmental information to capture and consider when planning the upgrade and links to other documents / manuals which will be helpful in performing the upgrade. The end result is to create a written Upgrade Plan which has been reviewed by BMC Support in advance of the actual upgrade.

Refer “BMC AMIGO Program, Overview” for more information about this offering.

 Key Features:

• Upgrade checklist – A detailed upgrade checklist helps “jump-start” the planning process
• Q&A session – A one-on-one session answers planning questions related to provided checklists
• Plan review – Review your upgrade plan with BMC Customer Support

 Key Benefits:

• Complete upgrades successfully and on time through better/recommended planning
• Proactively identify potential issues and solutions, minimizing downtime to ensure success
• Experience fewer issues with better planning

Program Details:

BMC will provide collateral containing upgrade best practices compiled by BMC Customer Support. You can leverage this information to create your upgrade plan. BMC Customer Support will review your plan and offer advice to help ensure your success. Here are things to consider when upgrading or migrating:

• Your IT organization owns the upgrade planning and implementation process.
• Compare your upgrade plan against the AMIGO checklist.
• Request a Q & A session for queries related to the checklist by logging an “AMIGO Starter” issue.
• Request a review of your upgrade plan by logging an “AMIGO Review” issue.
• Issues are triaged as normal—BMC Customer Support will engage, provide assistance, and close.

Getting Started With AMIGO

Once you have reviewed and completed the Amigo checklist (AMIGO_CLM_StarterPhase_Checklist) you are ready for the Amigo Starter phase. Details of the Amigo checklist can be found at ftp://ftp.bmc.com/pub/BMC CLM-AMIGO.zip

AMIGO Starter Phase:

You are now ready to start working with our BMC Technical Support team to:

• Discussing any preliminary questions regarding the upgrade and migration process
• Discussing the queries regarding upgrade plan or the checklists
• Understanding any initial timelines around the upgrade

To initiate the process, please open a support case with the subject of “AMIGO Starter” and attach details of the Amigo checklist and your support expert will guide you through the starter phase, reviewing your details and answering your questions. Once all initial questions are answered this concludes the Starter phase and you are ready to build your project plan and move on to the Review Phase.

Note: If there any subsequent questions regarding features in the new version, availability of service packs or any upgrade-related questions which need additional assistance, regular issues with BMC Support can be opened.

AMIGO Review Phase

Once the environment details have been gathered and an Upgrade Plan checklist (AMIGO_CLM_ReviewPhase_Checklist) finalized, an “AMIGO Review” case needs to be opened by the Customer providing the written plan and dates for the activities.

During this phase, BMC Technical Support will work to:

• Answer specific questions related to the upgrade and migration process of the CLM environment.
• Review the Upgrade Plan in detail.
• Confirm finalized timelines for the upgrade.
• Alert to any recent hotfixes or service packs which could be helpful to apply post the upgrade.
• Post upgrade followup.

Support shall require up to two weeks to review the plan and checklist provided and come up with the recommendations.

The purpose of AMIGO is to avoid any potential issues on the day of the upgrade. However, it is still possible that you will encounter a problem and need our help. In that unlikely event, please open a Support Case.