1. AMIGO Assistance for BMC TrueSight Infrastructure Management
January 2016

2. BMC AMIGO Program Overview
The BMC Assisted MIGration Offering is a program designed to assist customers with the planning of product upgrades to a newer version – “Success through proper planning”. This program is offered to BMC customers currently subscribed to BMC Customer Support.
BMC will provide collateral containing upgrade best practices compiled by experts in BMC Support and R&D.  You can leverage this information to create your upgrade plan. Upgrade experts in BMC Customer Support will review your plan and offer advice to help ensure your success.
The AMIGO program is available for several BMC products.
For full details go here:

3. AMIGO
The primary purpose of AMIGO is to avoid any potential issues on the day of the upgrade. If problems are encountered during the upgrade, call BMC Technical Support on the numbers listed in the link below and open a Severity-1 Issue.

4. AMIGO – Why?
The AMIGO program helps BMCs Customers and BMC Support in the following ways:
Expedite customer’s preparation and planning for upgrade
Improve BMC Supports understanding of customer environments & business requirements
Strengthen working relationship between BMC Support and the customer
Share upgrade plans with the BMC Support on-call team so they are better prepared if their help is required
Make it easier to keep on current releases of BMC’s products
Minimize downtime during upgrades
Avoid after-hour phone calls to Support

5. TrueSight Infrastructure Management AMIGO Process
Customer opens first “AMIGO” ticket
Mechanism to track communication with customer
Provides repository for historical information
Support enables customer to build upgrade project plan
Support work with customer to understand their environment and upgrade requirements
Support provide relevant product documentation/ KA’s etc. to support customer requirements
Provide details of BMC Services upgrade offerings
Product specific questions raised as separate issues and tracked from this ‘AMIGO’ issue
Upgrade date discussed – If date known ‘On Call’ team identified and included in discussions
Customer creates upgrade project plan
First ticket closed if no more questions at this time - new ticket is opened for next phase.
Recommend minimum delay of 2-3 days between first and second “AMIGO” tickets
Customer opens second “AMIGO” ticket
Review project plan prior to upgrade
Include “On Call” Team
Post-upgrade review - how did it go? Are there lessons to be learnt?
Raise separate issues for unresolved product specific issues
Second “Amigo” ticket closed after upgrade review
Execution:
Customer uses normal support process during execution. No special AMIGO tickets

6. AMIGO scope
BMC Support does not create the upgrade plan for customers, but we offer assistance when customers have questions
“AMIGO“ should only be used for upgrade planning related issues
Upgrades that do not follow the product documentation are not covered by the “AMIGO“ program. In these circumstances customers are recommended to use BMC Services

7. BMC Services TrueSight Migration Offering
LOOKING TO GET STARTED?  LEARN HOW BMC CAN HELP ACCELERATE YOUR JOURNEY
BMC’s Customer Success Team has created specific offerings designed to help you leverage the full power of TrueSight as efficiently as possible.  Our Global Services team is uniquely positioned to guide you in this journey.
TrueSight Migration Offerings:
BMC Insight! TrueSight 10.0 Solution Planning Workshop
Power-plan your upgrade with this 5 day onsite workshop
BMC to conduct detailed environment analysis, review key success criteria and provide best practices and a recommended approach for a TrueSight upgrade
Outcome is a customized upgrade execution plan tailored to your environment needs
BMC Live!  TrueSight 10.0 Upgrade Foundational Implementation
Hands On Upgrade for key strategic components of your Operations Management environment
BMC to provide an upgraded platform and documented repeatable best practices at an efficient price point that can be leveraged by a customer team for additional upgrade activities
Outcome is proven TrueSight solution installed in your environment with demonstrated key functionality and documented instructions for success
BMC Live!  TrueSight 10.0 Agent/KM Upgrade
Automated Migrated Solution for a critical component of the TrueSight Operations Management platform
BMC to leverage resources and utilities to upgrade standard PATROL Agents and KMs to TrueSight, showing reductions of 4-8x the effort to manually upgrade!
Outcome is upgraded Agents/KMs installed in customer environment and demonstrated successful unit test results
Online Training:  BMC TrueSight Operations Mgt 10.0:  Getting Started (Online Training – 2 hours)
Course Objectives
  Explain BMC TrueSight Operations Management key concepts and architecture
  Navigate the BMC TrueSight Operations Management Console
  Learn fundamentals of dashlets, application models
  Upgrade Preparation and Installation Planning
Contact your account management team for additional information about any of these exciting enablement opportunities!

8. Getting Started with AMIGO
If you would like to be a candidate for the AMIGO service, please contact BMC and open an issue via:
Phone:
Self Help:
Provide the following :
Products and Versions involved
Date of planned upgrade(if known)

9. 10/7/2017
Thank You
— Bring IT to Life.™

10. 10/7/2017