Successful Upgrades: Everything You Need to Know for a
Smooth Transition
www.regoconsulting.com
Phone: 1-888-813-0444
Agenda
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General Upgrade Principles
Types of CA Upgrades
Types of Upgrade Projects
Steps in a Traditional and Fresh Start Upgrade
Keys to Success
Lessons Learned
○ Liberty Mutual (John), Gamestop (Marc), Chubb (Danette) , Emerging
Health (Tammi)
● Upgrading to 13.2 and 13.3 – Things to Watch For
● Appendix
○ Rego Estimates for Upgrades
2
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General Upgrade Principles
● Communication
○ Have a comprehensive and aggressive communication plan to ensure that the
upgrade is viewed as an investment that will benefit the user community
○ Create release notes and communication deck and plans
○ Create a Marketing Campaign that re-sells Clarity
● Reconnect with Users
○ Take the opportunity to ‘reconnect’ with user base and take in requirements
for future releases
○ You have their attention – use a major release as an opportunity to find out
how they are using Clarity – ask for what functions you need to test
● Share the Vision
○ Show overall Clarity Road Map
○ Outline the next functionality to be updated (post conversion) that will
introduce new capabilities
3
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General Upgrade Principles
● Stay Current, but not TOO current
○ Stay within 2 releases if possible
○ Do not be on the bleeding edge unless needed; wait for a release to be “solid”
○ Generally, we advise clients to wait until the first “dot” release after a major
release
● Like for Like
○ Upgrade Release focused on ‘like-for-like’ plus maybe some new data views
(reports/portlets)
○ Easier to validate data within the upgraded environment when processes and
functions are the same as previous version
○ Target a NEW functionality release within a reasonable time after the upgrade
(able to leverage the same communications plan, set expectations, show
additional progress, etc.)
4
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Types of CA Upgrades
Major Release
Minor Release
Fix Pack
Examples
13.0
13.2
13.2.02
Frequency
12-18 months
6-9 months
2-3 months
Complexity
High
Medium-High
Low
Never More Than
1 Behind
(if on 8.1 – move
to 12.x before
13.x releases)
Never More than
3 Behind
(if on 13.0 – do
not wait past
13.3)
Stay Completely
Up To Date
Currency
5
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Type of Upgrade Project
● Traditional Upgrade
○ Apply the upgrade to the current environment
● Fresh Start Upgrade
○ Install a new environment and migrate specific data and configuration
from the old environment into the new version environment
● Why a Fresh Start
○ Advantages of Fresh Start
• The biggest advantage is for clients that have a lot of legacy data or configuration that isn't
relevant in their environment anymore. We can choose what data and what configuration to
leave behind and what to migrate to their new system.
• This can substantially clean up and streamline environment.
• In some instances this approach is a lot easier especially if the client is trying to jump many
versions in their upgrade.
○ Disadvantage of Fresh Start
• The biggest disadvantage is that users will lose all of their configurations, saved filters, etc.
since they cannot be ported to the new system.
• Typically more labor intensive than a standard upgrade.
6
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Steps in a Traditional Upgrade
● Validate the Infrastructure – HW and SW Stack
● Install Clarity and BO in Development
○ Smoke and Regression Testing
○ Issue Resolution and Remediation
● Install Clarity and BO in Test
○
○
○
○
Smoke and Regression Testing
Migration of Remediation
UAT
Training Materials and End User Training
● Install Clarity and BO in Production
○ Smoke and Regression Testing
○ Migration of Remediation
○ Training
7
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Steps in a Fresh Start Upgrade
● Validate the Infrastructure
● Architecture – What to Bring Over
○
○
Decide on Configuration – Fields, Objects, Processes, Portlets, Reports
Decide on Data – Time, Projects, Ideas
● Migrate Configuration
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Install Base Application in Development, Test, and Prod
Base Configuration in DEV
Migrate Configuration from existing PROD to new DEV
Validate/Approve Configuration in DEV
Move configuration to new TEST/PROD
UAT
Develop Training Materials
● Migrate Data
○
○
○
○
Migrate Data from existing PROD to new DEV
Validate/Approve Data in DEV
Migrate Data from existing PROD to new TEST
UAT
● Go Live
○
○
Training
Migrate Data from existing PROD to new PROD
Note: A fresh start upgrade is not plug-andplay. Each one has to be tailored to the specific
versions of the source and destination
environments and to the configurations each
environment.
8
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Keys: Pre-Implementation
● Review Release Notes
○ Take the time to review CA’s documentation showing the bugs fixed, data model
changes, etc.
● Where the Most Trouble Comes
○ Data Model changes – Search portlet queries for fields used (we can give you the code)
○ Interfaces/Feeds – CA periodically will change the XOG properties
○ GEL Scripts – Some GEL has DB queries, others have XOG calls
● Environment
○ On Premise – Review the technical architecture
○ On Premise/SaaS – Microsoft product integration support (MSP, Excel, etc)
● Be An Informed Consumer
○ Perform your own assessment first if possible – pull in the experts only for the tough
stuff and for things they may have seen elsewhere
● Training/Change Management Impact
○ Determine impact to ‘New Screen Shots’ needed for Clarity and Open Workbench
○ Overall content updates for training
9
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Keys: Testing
● Basic Testing
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Interfaces / Data Feeds
Views (Portlets/Reports/WEBI) – Run everything once
Scheduler connections
User Interface – menu, pages, subpages,/tabs object edit screens
Create 1 of everything (project, resource, incident, idea, action item, etc.)
Check that jobs running (check job run time differences)
Customizations
Run through all workflow processes
● Advanced Testing
○ Review your defects that were marked as resolved – don’t assume it works
○ Review defects fixed for potential impacts to your use of the tool
○ Performance testing – without scripts, do random testing comparing to current for
things like timesheet processing, resource planning views (use OBSs), scheduler
connection (OBS filters use more advanced SQL)
○ New CA features
○ If multiple browsers are used at this customer, perform testing in all accepted browsers.
Repeat for multiple O/S (Vista vs. Windows7 as an example)
10
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Keys: Go-live and Post Go-live
● Involve SMEs
○ Train a group of SMEs in each functional area of the organization to be point
representatives at the onset of the project
○ Leverage SMEs to feed the requirements process and be part of UAT for the upgrade
○ Engage SMEs throughout the implementation process so that they are learning as it
progresses
● User Interaction
○ Execute multiple demos of the new functionality in Open Forums (Web Ex Sessions,
Lunch and Learns, etc.)
○ Before cut-over, begin formal training (1-2 weeks out) with SMEs as support
○ Training documentation should have an as-is / to-be reference (this is what it looked like
before / what it looks like now)
● Expect the Unexpected
○ Extermination of bugs is never complete
● Post Implementation
○ SMEs should continue to be primary contact points for the areas and keep a Open Help
Line / Email box
11
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Lessons Learned – Liberty Mutual
12
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John Murphy – Liberty Mutual Insurance
• Upgraded from 13.0 to 13.1 over 3 months
– DEV (2 months) to TEST ( 2 weeks) to PROD (2 days)
– Suspended monthly enhancement deliverables
• Lessons Learned
– Work with experts – Clarity upgrade experience and your own Infrastructure
team
– Create a cookbook to excruciating detail
– Record all Admin settings, especially PMO Accelerator and Customer Support
Pack
– Don’t stop asking for clarification from CA
– Business Objects
• Poorly documented instructions
• Customized user parameter pages will be reset to OOB
– Pause to learn what you are getting from the upgrade
• CA documentation of new functions is vague
• Users will ask
Lessons Learned - Gamestop
14
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Lessons Learned - Chubb
15
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Chubb IT – v13.1 upgrade
Keys to success and lessons learned
Keys to Success:
• Engage Rego Consulting
• Review lessons learned/points to remember from last upgrade
• Understand functionality changes that are related to what the users need to know
• Clarity v13 Open house
• Work with local PMOs to identify testers to help with regression testing (2 per functionality)
• Freeze environments – no changes allowed (facilitated testing of upgrade)
• Regularly review issues log (2x/week) to be on top of problems identified
• WBT – a few short courses that are role based - navigation oriented (where do I find…?)
• Saved our “old” prod v12.1 version for a few months (helpful in understanding if a problem
after the upgrade was always there, just not discovered)
Chubb IT – v13.1 upgrade
Keys to success and lessons learned
Lessons Learned:
• Prior to the upgrade ensure that the admin user is unlocked and has all global
permissions. The upgrade uses the admin user to execute xogs. If the admin user does not
have all global permissions the xogs will fail and result in a fatal error for the upgrade.
• Pause all jobs prior to the upgrade. This will allow you to un-pause the jobs in the order you
want them to process after the application is back online. If you don't do this there is a good
chance that many jobs will kickoff immediately once the application is back up.
• Run the Post Timesheets, Post Transactions, and Post to WIP jobs.
• After shutting down the application prior to the upgrade restore the caches.xml file in the
<clarity_home>/config directory using the version at
<clarity_home>/.setup/template/config. (This was previously attributed to a bug.)
• “ISO” files provided by CA are rather large – keep on a shared drive (may need if bad install)
• Make sure to review the install.log file regardless of the outcome of the upgrade. It provides
invaluable information especially in the event of an upgrade failure. Many times the
information provided in the install.log file is enough to resolve the issue without having to
open a support case.
• Provide more time than you think you need for testing – If upgrade issues are encountered CA
support time could take longer than expected
• Test functionality that you are moving to soon just in case there are issues with it
Lessons Learned – Montefiore IT
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On Demand Customers Get Results: CA Clarity PPM at
Montefiore IT




Early 90s:
2003:
2006:
2008:
Installed OnPremise (i.e. installed at Emerging Health, Montefiore IT) model of ABT
Upgraded to Niku 6.5.2 to web based application
Upgraded to CA Clarity PPM 7.5.2
CA introduces Clarity OnDemand (i.e. Clarity in the Cloud)

2009:


2010:
2012:
Detailed On Premise vs. OnDemand analysis conducted for planned upgrade
(Software Licenses & Configuration, Hardware, Support, Upgrades, Data Integrity &
Security and Cost)
Migrated to Clarity v12.0.4 OnDemand
Upgraded to Clarity v13.0.2 OnDemand
Clarity Modules
IT Portfolio
Management
Business
Relationship
Management
Demand
Management
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Requirements
Planning
Project Portfolio
Management
Cost and Time
Management
IT Financial
Management
Project & Program
Management
Resource
Management
Dashboards &
Reporting
Copyright © 2013 CA. All rights reserved.
Currently
Implemented
Montefiore IT- OnDemand Analysis/Benefits
 15% average annual cost savings over initial 3 years
 No hardware purchases, server setup, software installation, network setup, etc.
 CA responsible for hardware, operation support, system integrity and security
based on SLA
 24/7 support from CA Hosting Team
 Increased system performance, stability & scalability
 Major initial performance improvement (e.g., timesheet entry, accessing project
plans in open workbench)
 Any additional performance issues are addressed promptly
 CA maintains performance and stability as number of users and functionality
increases
20
Copyright © 2013 CA. All rights reserved.
Montefiore IT- OnDemand Analysis/Benefits
 Easier access and implementation of new functionality
 Always on the current software version
 Upgrades are completed automatically by CA using a standard methodology and
processes
 Easier method to leverage functionality developed by CA for other clients
 Multiple environments to develop and test functionality
 Easy deployment across environments such as Development to Production
 Lower cost for professional services (i.e., fewer travel and expense cost, easier
access to application, etc.)
Cost and Overall Benefits Made OnDemand
the Correct Choice for Emerging Health, Montefiore IT
21
Copyright © 2013 CA. All rights reserved.
Montefiore IT, OnPremise Upgrades
 Challenges







Upgrade Cost include Hardware, Software and External Consultants
Due to budgetary reasons project end dates would be pushed
Small PMO Team (2 resources)
Development of Training content
In house resources for App and DB servers to assist with upgrade
Deployment of Clarity, OWB and Java
Moving from MS Access to SQL Server, all reports were created as stored
procedures
 Development of Training material
 Successes
 Project delivered On Time
 Minimal user issues
22
Copyright © 2013 CA. All rights reserved.
Montefiore IT, OnDemand Upgrades
 Challenges
 Missing Clarity v13 icon and issue with 3rd party toolbar on IE7 browser (i.e.
Google ToolBar, Ask ToolBar, AIM Toolbar, etc.)
 Issue with native install of Open Workbench and Schedule Connect on Win 7.
 Mixed deployment solution-427 virtual solution deployed and 78 native installs
(Open Workbench)
 Internal issue with OnDemand caused a new goal live date
 Technical Issues with user views i.e. cost plans and project list page
 Going from SQL server to Oracle
 All reports moved from SQL stored procedures to Webi reports
 Successes
 Out of 600 users only 28 Requests and Issues opened in Service Manager from
users
 Created Training Videos and uploaded to our Learning Management System
 Leveraged Gel processes to assist with automation
23
Copyright © 2013 CA. All rights reserved.
Montefiore IT, OnDemand Upcoming Upgrade
 Tentative Goal Live Date 4th Qtr.
 Company standard will be Windows 7 this year
 IE 10 will be deployed to all machines
 Desktop will need to work on a solution for the rollout due to our current version,
IE 9 is supported but not IE 10
 Users would need to import their OWB views, OWB defaults would need to be
configured
 Leverage RegoXchange for training content and portlets
24
Copyright © 2013 CA. All rights reserved.
13.2 and 13.3 – Things to Watch For
●
●
●
●
●
Task Baseline Field Change
Data model Change in Financial Plans
GEL Script Changes
New Portfolio With No Data Migration
New Cost Type vs. Charge Code (But not in Rate Matrix)
25
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Questions
Contact US
Thank you.
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Email Contact
info@regoconsulting.com
Web Site
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Effort – Traditional Upgrade
(On Premise)
Phase
Work
On Premise Standard Upgrade
190-230 hrs
 Architecture & Management
25 hrs
 Development Upgrade
55 hrs
 Test Upgrade
40 hrs
 Production Upgrade
30 hrs
 Post Production Support
40 hrs
 Training and Document Updates
(Optional)
20-40 hrs
Each upgrade may vary depending on the complexity of the
implementation and the current release path:
• 12.0 to 13.3
• 12.1 to 13.3
• 13.1 to 13.3
• 13.2 to 13.3
27
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Effort – Fresh Start Upgrade
(On Premise)
Phase
Work
On Premise Fresh Start Upgrade
255-295 hrs
 Architecture & Management
35 hrs
 Dev Environment
105 hrs
 Test Environment
40 hrs
 Production Environment
35 hrs
 Post Production Support
40 hrs
 Training and Document Updates
(Optional)
20-40 hrs
Each upgrade may vary depending on the complexity of the
implementation and the current release path:
• 12.0 to 13.3
• 12.1 to 13.3
• 13.1 to 13.3
• 13.2 to 13.3
28
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Effort – Traditional Upgrade
(On Demand)
Phase
Work
On Demand Upgrade
67-107 hrs
 Upgrade Preparation
15 hrs
 Project Management
18 hrs
 Upgrade Dev Environment
18 hrs
 Upgrade Test Environment
14 hrs
 Upgrade Prod Environment
2 hrs
 Training and Document
Updates (Optional)
20-40 hrs
Each upgrade may vary depending on the complexity of the
implementation and the current release path:
• 12.0 to 13.3
• 12.1 to 13.3
• 13.1 to 13.3
• 13.2 to 13.3
29
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