ITSM Practice

BMC Helix Migration Services

www.vyomlabs.com

We Believe

Our well-designed Helix Services will offer strong economic advantages for all Type,

size and scale of organizations

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BMC Helix Migration Services

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Pain Points with On Prem

Cost to support and

administer

Legacy support spend

High infrastructure costs

Painful upgrades

Out of date version

Poor Service quality

Lack of transparency into IT

performance

Difficult to support

Manual processes are slow

and labor-intensive

Lack of agility to support

speed of business

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Why Migrate to SaaS?

SCALABILITY

• Scale on demand• No need to

manage infrastructure and licenses

REDUCED

COSTS

• No upgrades• No infrastructure

upkeep or maintenance

• Reduced overhead and resources

FASTER TIMETO INNOVATION

• Agility to deliver innovation & value to the business

• Access to the latest innovation

SECURITY &COMPLIANCE

• SaaS vendors manage the security and compliance required for SW/HW

ACCESS &

FLEXIBILITY

• Ability to provide employees to work anywhere

• Better accessibility and ability to drive adoption

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Benefits of SaaS: Infrastructure Requirement

Architecture

Presentation

Servers

Infrastructure Management Servers

Integration ServersDatabases

Managed Infrastructure and Applications

Infrastructure Required Customer Responsibilities

Managed Infrastructure and Applications

• Up to 80 VMs to manage 10,000 systems• Large expensive oracle databases

• Supporting network and storage• Collection agents deployed on prem

• System design & architecture• Server provisioning

• OS management• Software installation

• Monitoring• Troubleshooting

• System configuration• Software upgrade

• Application Configuration• Value add use cases

• Connection to the Internet

• Collection agents deployed on-prem

• Application configuration• End-point management

• Value add use cases

Bef

ore

BM

C H

elix

Aft

erB

MC

He

lix

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Benefits of SaaS: Delivering Better TCO

Remedy On Premise

BMC Helix ITSM

CO

ST

SOLUTION

Hosting

Software license

Implement & Upgrades

Software subscription

Process Management

Implement & Upgrades

Process Management

Operations Support

Reporting

Operations Support

Reporting

33% – 41%TCO SAVINGS 1

1 Benefits measured at BMC customers

Year 1

CO

ST

TIMEYear 2 Year 3 Year 4 Year 5 Year 6

On-premise

SaaS

InitialImplementation

InitialImplementation

Upgrade Hardware Refresh

Upgrade Hardware Refresh

Maintenance

Automate ProcessesAt Your Own Pace

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Why Vyom Labs?

• Competitive pricing with lower TCO in mind

• Choice to “lift & shift” or go with a clean slate

• % ROI in <6 months

• End to end support services under one roof

• Free Assessment / Health Check before migration

• Significantly reduced risk in terms of business continuity due to familiarity of the tool

• BMC APAC Partner of Choice (2016,2018, 2020)

• Vyom Labs offers Migration on your choice of Solutions

• Hybrid deployment as well as Fully SaaS migration

• No need to maintain BMC skillsets in-house

• AutomationEdge Bots

• Ticket analysis tool to identify automation candidates

• Ready Catalog for IT Automation cases – SAP Administration, Password Resets, AD account Management etc.

Best ROI for the Enterprise

Reduced Risk Choice of Migration Add on Automation solutions

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How we do it? (Remedy On Prem to Helix ITSM)

Phase 1

HEALTH CHECK

Phase 2

MIGRATION

We implement your solution so that you can innovate

Evaluates theMove to BMC Helix

proactive icon

Assesses CurrentEnvironment Quickly

proactive icon

Reduces Migration Risk

Migrates Foundationaland Transactional

Data

proactive icon

Transfer All Types of Customizations and Integrations

proactive icon

TransformationalAdd-on’s Available (Chatbot, MCSM,

BWF etc.)

proactive icon

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How we do it? (Remedy Upgrade + Helix Add Ons)

Phase 1

HEALTH CHECKPhase 2

Upgrade On Prem

We implement your solution so that you can innovate

Evaluates theMove to Latest Version

proactive icon

Assesses CurrentEnvironment Quickly

proactive icon

Reduces Upgrade Risk

Migrates Foundationaland Transactional

Data

proactive icon

Transfer All Types of Customizations and

Integrations

proactive icon

TransformationalAdd-on’s

(Chatbot, MCSM, BWF etc.)

proactive icon

Phase 3

Helix Add Ons

proactive icon

Conduct UAT, Knowledge Transfer, Production Live

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Features from Vyom Labs on BMC Helix Chatbot

Small Talk Enablement

Yes/No control

Permission from end user before submitting end user’s request

Actual conversation to start the dialog (and not the

typical/monotonous greeting)

Consent from user before routing case to Live agent

Helix Innovation Suite /AE Process call from chatbot

Enrich the training data from historical service catalog and Live

agent chat

Reskill bot for FAQ data

Switch Chatbot, User can travel from one bot to another

BMC Helix Chatbot

Feature Name BMC (OOTB) Vyom Labs

Start Over functionality X

Small Talk X

AI Training +Live Feedback

Training

X

Incident Creation

Service Request Creation

Helix Innovation /

AE Process call

X

Live agent Transfer

Knowledge article search

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BMC Helix Business Workflows

ComplexityEstimated Work Effort - Per

Service Request & CaseDescription

Low ComplexityService Request &

Case1 Days

•Simple Service Request; simple questionnaire (<10 questions)•Simple fulfilment and easy to build, i .e. case template with <10 tasks; all manual tasks; reuse of existing support groups and permissions•Simple assignment and simple SLA definitions (max 2 service targets, no milestones); no approvals

Medium ComplexityService Request &

Case3 Days

•Service Request, questionnaire 1+ pages; <20 questions•More complex fulfilment process but no customization or 3 rd party integration required•Case template with <15 tasks; max 2 automated tasks; max 2 new support groups; and 1 new categorization (tier 1 3)•Simple Approvals (no processes/chains required), Assignments and/or SLA definitions (max. 3 servicetargets incl. milestones)

High ComplexityService Request &

Case6 Days

•Complex Service Request, questionnaire 1+ pages; 20+ questions incl. conditions (max. 2)•Complex fulfilment process, customization required and possibly integration to 3 rd party applications (if custom connectors are required additional one time effort needs to be considered for REST APIs a few days)•Case template with >= 15 tasks; max 5 new support groups; and 1 new categorization (tier 1 3)•Dynamic Case fields (max 5) on case template; rules and processes for field logic•Complex Approvals (incl. chaining and processes max 2), Assignments and SLA definitions (max. 5 service targets incl. milestones and custom notifications)•Custom case statuses & transitions (max 3 new statuses)•Flowset with processes to tailor functionality (max. 2 processes, e.g. assignment, status transition validations) or 2 automated tasks (max 2 processes)•No custom views (UI)

Estimated Duration

Medium Complexity 6 Cases = 18 daysHigh Complexity 3 Cases = 18 daysLow Complexity 8 Cases = 8 days

Assumption - All foundation data bedsides what’s mentioned above already configured

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“POD” – Managed Services for ITSM

to provide

Integrated Service Experience

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Business Challenges – BMC Operations

• Cannot keep up with frequent BMC products upgrades

• Longer cycles for BMC product implementations and upgrades

• Not enough qualified resources (operations support, development) to manage BMC infrastructure

• Resources are bogged down doing daily mundane, repetitive tasks

• Difficulty in managing sudden increase in business loads/demands

• High cost of maintaining BMC environment

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Services Benefit

Single source of accountability for

complete ITSM needs

Fixed Price - Overall Operational Cost

Reduction

Close partnership with BMC Software (product

support/R&D/Professional Services) helps in quicker problem resolution, insight into product roadmaps etc.

Free ticket analysis and quarterly health-checks

Resources availability from L1 to L4 level

(Maintain, Innovate)

Capable to work on all BMC Solutions

No need to maintain BMC skillsets in-house

Over 10+ years of experience in running

support services operations

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POD Services – Managed Services of ITSM (Remote Delivery)

Activities/Tasks Product (L1) Product + Operational (L1+L2) Product + Operational + Development (L1+L2+L3)

Categorize, prioritize and track the incidents

Provide updates as per the SLAs defined

Escalate to VL/BMC L2 and L3 support team if required

End to end ownership of ticket resolution

Foundation Data Administration such as creation of users or groups

X

Process Data Administration such as incident templates X

Advanced Data Administration such as Service Request Definitions

X

Adjustment to Application Configuration Data X

Troubleshooting the customization, configuration and integration issues

X

Day-to-day administration X

Upto 60 days of Customization –Form / Workflow Code change through BMC Developer Studio

X

Build / Migrate Custom Smart Reports X

Integration with 3rd Party tools X X

Operations Support Automation* X X

ITSM Upgrade X X

Contract Duration Partner Continuous Support Minimum 2 Years Minimum 2 YearsService Rules -• Delivery Model – Remote. Support Hours 8x5 / 8x6 days a week (On call 24x7 for S1 issues)• PM will be aligned to the Upgrade activity

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About Vyom Labs

www.vyomlabs.com

Vyom Labs Overview

18

Founded In 2003

Team Size:1000+

OfficesUSA, UAE, India, Germany,

Singapore

Certification ISO 20000, ISO 27001

Business Digital Enterprise Management,

Business Workflows, IT Automation, IT Infra

Management, IT Data Analytics, ITIL Consulting

Vyom Labs Overview

Uday BirajdarCo-Founder & Chief Executive

Officer

Prasad PatwaCo-Founder & Chief Operating

Officer

Yogesh KetkarExecutive VP – Technology

Shiva JuturiVice President - Americas

Prashant DeshpandeExecutive Vice President

www.vyomlabs.com

EstablishedYear: 2003

(14 years in Business)

Offices:

India (Pune, Mumbai, Bangalore)

ASEAN (Singapore)

UAE (Dubai)

US (Houston)

Europe (Sweden)

Employee Strength: 700+

Global Availability

19

FranceUK

SpainGermany Bahrain

UAESaudi Arabia

Qatar

CameroonNigeriaSouth Africa

ZambiaKenyaGhana

TanzaniaEgypt

IndiaSingaporeHong KongPhilippines

AustraliaNew Zealand

USA

Quick Facts – About Vyom Labs

www.vyomlabs.com

Partnership with BMC

20

20

20

Vyom Labs: BMC Partnerships

Largest Practice in BMC

•400+ consultants in BMC

•600+ Projects in BMC •Among the first 5 in the

world

R&D and Product Support Partner

• (Only partner in the world who works with R&D)

Add-on products over BMC

Vyom Performance TestEdge

Vyom AutomationEdge

Only partner in the world having all levels of partnerships with BMC

www.vyomlabs.com

Vyom Labs is

BMC’s Certified

Consulting Partner

We are among the very few certified BMC Consulting partners in the

world. Vyom Labs has gone through very rigorous exercise before

being awarded this status. Our consultants are certified through

practical exams before they are awarded BMC Certified

Professionals (BCP) status. Customer can be sure of accuracy of

implementation and caliber of consultants when you select us as

your BMC Upgrade/implementation partner.

Awarded “Best Partner of the Year in APAC” for 2016, 2018 and in 2020 by BMC

BMC Certified Partner

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Key Global Customers

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© 2019 Vyom Labs: Private and Confidential 22

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THANK YOU

info@vyomlabs.com