Performance and Scalability of 7.6.04 SP1 BMC Remedy IT ... · PDF fileMarch 2012 . ii Contacting BMC ... This section describes the benchmark environment and architecture. ... Windows

Technical White Paper

Performance and Scalability of

7.6.04 SP1 BMC Remedy IT Service

Management Suite, BMC Service Request

Management, BMC Knowledge

Management, and BMC Atrium

on Windows Benchmarking conducted at Dell Solution Center, Austin,Texas

March 2012

ii

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Contents Executive summary ................................................................................................... 1

Methodology and result summary ......................................................................... 2

Environment .............................................................................................................. 3

Test scenarios ............................................................................................................ 6

Nominal application workload .............................................................................. 7

Online tests and results .......................................................................................... 9

Online stand-alone tests and results .................................................................... 18

BMC Atrium CMDB batch processing tests and results ..................................... 22

Mixed workload test and result ........................................................................... 30

Performance tuning and recommendations ............................................................. 36

Mid tier settings ................................................................................................... 36

F5 load balancer settings ..................................................................................... 37

BMC Remedy AR System server settings........................................................... 41

DB server settings ............................................................................................... 45

NE batch job settings ........................................................................................... 46

RE batch job settings ........................................................................................... 46

BMC Atrium Discovery and Dependency Mapping settings .............................. 47

Hardware and network ........................................................................................ 47

Appendix A: BMC Remedy IT Service Management, BMC Service Request

Management, and BMC Knowledge Management foundation data and application

data .......................................................................................................................... 49

Data setup ............................................................................................................ 50

Data loading usage .............................................................................................. 51

Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions ..... 52

BMC Service Request Management test scripts - user scenarios ........................ 64

Appendix C: Product version numbers ................................................................... 68

Appendix D: Product details used at Dell Solution Center ..................................... 69

White paper

Performance and Scalability of

7.6.04 SP1 BMC Remedy IT Service

Management Suite, BMC Service Request

Management, BMC Knowledge

Management, and BMC Atrium

on Windows

Executive summary

As businesses continue to grow using BMC Remedy IT Service Management

applications, it becomes increasingly critical to provide information about the expected

performance for these applications. BMC Software and Dell conducted a series of

enterprise scale tests to demonstrate scalability and performance of BMC Remedy IT

Service Management Suite (BMC Remedy ITSM Suite), BMC Service Request

Management, BMC Knowledge Management, and BMC Atrium Configuration

Management Database (BMC Atrium CMDB) applications on Dell PowerEdge servers.

These tests were conducted at Dell Solution Center in Austin, Texas, in December, 2011.

This white paper provides the following information to assist customers in achieving

peak performance and scalability:

- Quantitative test results, as a baseline

- Guidelines for hardware sizing

- System configuration recommendations

The testing involved executing online workload (BMC Remedy ITSM Suite, BMC

Service Request Management, BMC Knowledge Management) and batch processes

(BMC Atrium CMDB) individually and together.

Realistic user scenarios and workloads derived from customer cases were used for the

tests. The results demonstrate that by using Dell PowerEdge systems and BMC

applications on Windows, organizations can gain a standards-based solution that can

lower total cost of ownership (TCO) with better performance, and lower energy costs that

help to deliver more value throughout the company.

Executive summary

2

Methodology and result summary

A series of tests were conducted for both online and batch workloads to characterize the

performance and scalability of applications in the BMC Remedy IT Service Management

Suite. MicroFocus’s Silk Performer was used as the load driver to simulate concurrent

users. It submits transactions for each concurrent user based on industry standard

transaction rates for each business process. A three thousand concurrent user test was

performed by doubling and tripling the transaction rate to demonstrate the scalability of

the application. A multi-thread Java application developed internally by BMC generated

the BMC Atrium CMDB on-boarding load.

A concurrent user is a user who executes a specified number of transactions per hour. To

find the specified number of transactions per hour for a concurrent user for each business

use case, see Table 3 and Table 4.

In BMC Remedy ITSM Suite, concurrent users log on once and complete a specified

number of transactions for a business case before logging off. The users are logged on for

the duration of the simulation. BMC Service Request Management’s concurrent users log

on, complete one business transaction and then log off. BMC Service Request

Management users are, therefore, not logged on to the system for the entire duration of

the simulation. The concurrent user test simulates real-world user behavior for users of

both BMC Remedy ITSM Suite and BMC Service Request Management.

HTTP Watch measured browser response times from the client PC. Measurements were

taken after the expected user load was attained through Silk Performer and the

environment reached a steady state.

The test results show the following points:

In the three thousand concurrent users mixed (online and batch) workload, 93

percent of the end-user response times was under 5 s (seconds).

Environment

An 8-core, 16-GB single BMC Remedy Mid Tier server can handle up to 3000

concurrent users, using much less CPU, compared to the BMC Remedy AR System

server for the same workload.

An 8-core, 16-GB single BMC Remedy AR System server can handle up to 3000

concurrent users. Part of the scalability test simulated a transaction load of almost

9,000 users on three BMC Remedy AR System servers.

The BMC Knowledge Management application is CPU intensive. Part of the CPU

is consumed to index the data coming in. BMC Knowledge Management searches

also consume CPU depending on the volume of transaction data, knowledge

articles, and external documents. When BMC Knowledge Management is added to

the online user load, the BMC Remedy AR System server CPU utilization almost

doubles.

Consider having a separate AR Integration Server on which to offload BMC

Atrium CMDB workload. It minimizes the impact on the online users. On-

boarding, normalization, and reconciliation throughput remain roughly unchanged

between two and five million CIs and relationships. The reconciliation

identification throughput remains the same as well, while the reconciliation merge

throughput decreases linearly for five million CIs and relationships compared with

a two million test run.

All tests show memory consumption to be consistent. Mid tier process memory

consumes about 2.5 GB, BMC Remedy AR System server process memory

consumes 2.5 to 3 GB, and the database process memory consumes about 6 GB.

For configuration settings, see Appendix C: Product version numbers

Environment

This section describes the benchmark environment and architecture.

A dedicated integration server was used in this benchmark to gain optimum performance

for BMC Atrium applications, including BMC Atrium Discovery and Dependency

Mapping 8.3 and BMC Atrium CMDB normalization and reconciliation jobs.

Table 1 describes the benchmark environment at Dell Solution Center, and Figure 1

illustrates the benchmark architecture.

Table 1. Benchmark environment at Dell Solution Center

Tiers Servers Specification per

server

Notes

BMC Remedy 2 Dell PowerEdge M610

(2) x Intel Xeon X5650 Windows Server 2008 R2

Environment

4

Tiers Servers Specification per

server

Notes

Mid Tier Quad Core @ 2.67 GHz,

a total of 8 core CPU, 8

GB RAM

Enterprise 64-bit, Java

1.6.0_25 64-bit, Tomcat 6

BMC Remedy

Action Request

(AR) System

server

3 Dell PowerEdge M610

(2) x Intel Xeon X5650

Quad Core @ 2.67 GHz,

a total of 8 core CPU, 16

GB RAM

Windows Server 2008 R2

Enterprise 64-bit, servers

configured in a BMC Remedy

AR System server group. One

AR System server was used

as an integration server

BMC Atrium

Discovery and

Dependency

Mapping server

1 Virtual Machine 4

VCPU Intel Xeon

X5650 @ 2.67GHz, 8

GB RAM

Linux 64-bit

Database server 1 Dell PowerEdge M910

(4) x Intel Xeon L7555

Quad Core @ 1.86 GHz,

a total of 32 core CPU,

128 GB RAM

Dell Equalogic PS6510E

model 70-0300 SATA; 2

storages attached using RAID

10

Load balancer 1 F5. BIG IP 3600 Local

Traffic Manager (LTM)

v10.3

Balances AR System servers

and mid-tier servers

Windows client

computers

2 Virtual Machine, 2

VCPU Intel Xeon

X5650 @ 2.67GHz, 12

GB RAM

Silk Performer Agents

SilkPerformer

2010 R2

Controller

1 Virtual Machine, 2

VCPU Intel Xeon

X5650 @ 2.6 Ghz, 2 GB

RAM

Environment

Figure 1: Benchmark architecture

IP Grouping into single subnet

Web/BMC Remedy Mid-Tier Server

Application Server Tier (BMC Remedy AR Server Group)

Database Tier

Client Tier – Load Balanced(Simulated)

7.6.04 SP1 Benchmark on Dell Windows/SQL Server 2008

Storage Area Network

SAN

2 BMC Remedy Mid-tiers

2 BMC Remedy AR Servers(as a server group)

HTTPS (Port: 443)

Silk PerformerDriver

Silk PerformerAgent

Silk PerformerAgent

OS: Windows Server 2008 R2

CPU: 2 cores

RAM: 12 GB

HD: 64 GB

OS: Windows Server

2008 R2

CPU: 8 cores

RAM: 8 GB

HD: 200 GB

LoadBalancer

LoadBalancer

RPC

OS: Windows

Server 2008 R2

CPU: 8 cores

RAM: 16 GB

HD: 255 GB

Integration Tier (BMC Remedy AR Server

Group)

OS: Windows Server 2008 R2

CPU: 32 cores

RAM: 128 GB

HD: 19TB external storage

DB: SQL Server 2008 64 bit

BMC Remedy AR ServerDB

Storage: Dell Equalogic. 2 storages attached using RAID 10

BMC Atrium Discovery and Dependency Mapping Appliance (VM)

OS: ESX Server

CPU: 4 cores

RAM: 8 GB

HD: 500 GB

OS: Windows

Server 2008 R2

CPU: 8 cores

RAM: 16 GB

HD: 64 GB

RPC

SAN

Test scenarios

6

All three BMC Remedy AR System servers were configured in a server group and

configured to the F5 load balancer. Two BMC Remedy Mid Tier instances were

configured to the F5 web load balancer. The load balancing scheme for this AR Server

group is round-robin without TCP-sticky. Two BMC Remedy Mid Tier (Mid Tier server)

instances were configured to the F5 web load balancer. The load balancing scheme for

these two web application instances is round-robin with HTTP session affinity via custom

cookie insert. The BMC Remedy AR System instance installed on the integration server

had all applications—that is, BMC Remedy IT Service Management Suite, BMC Service

Request Management, and BMC Knowledge Management —installed in addition to the

core functionalities of BMC Atrium CMDB.

Test scenarios

The following test scenarios were used for characterizing the performance and scalability

on Windows and Microsoft SQL Server environments:

Online (combined): BMC Remedy IT Service Management, BMC Service Request

Management, and BMC Knowledge Management with a single mid-tier server and a

varying number of BMC Remedy AR System servers in a load balanced environment

Online stand-alone (single application): Stand-alone BMC Remedy IT Service

Management, Stand-alone BMC Service Request Management, BMC Remedy IT

Service Management with BMC Knowledge Management. In all three tests, a single

mid-tier server and a single BMC Remedy AR System server were used.

BMC Atrium CMDB batch processing (excluding online): Stand-alone BMC

Atrium CMDB, BMC Atrium Discovery, and Dependency Mapping. An AR

integration server was used

Mixed (online and batch): Combined testing of online and batch workloads

included BMC Remedy IT Service Management, BMC Service Request

Management, BMC Knowledge Management, and BMC Atrium CMDB continuous

mode jobs and used two mid-tier servers, two BMC Remedy AR System servers, and

one BMC Remedy AR integration server in a load balanced environment

The activities of the BMC Remedy IT Service Management, BMC Service Request

Management, BMC Knowledge Management, and BMC Atrium CMDB test scenarios

are described in the following sections. Appendix A provides detailed information about

how the test environment was prepopulated.

The benchmarking response times do not include the more variable client-side

components of response times that a typical end user observes. To quantify the end-to-

end user response times, results of client browser timings for the three thousand user

mixed-load test is presented.

Test scenarios

Table 2 summarizes the load tests that were conducted:

Table 2. Test case load summarized

Load Online Online

stand-alone

BMC Atrium

CMDB batch

Mixed

2000 Users X X

2500 Users X

3000 Users X X

3000 Users x (2 times the

transaction workload) X

3000 Users x (3 times the

transaction workload) X

100K CIs + relationships

(new/updated, normalized,

reconciled)

X

250K CIs + relationships

(new) X

2M CIs + relationships

(new, normalized,

reconciled)

X

5M CIs + relationships

(new, normalized,

reconciled)

X

Nominal application workload

Because testing all possible workload combinations is not practical, BMC defined a

nominal workload to represent a typical workload of large customer bases for Remedy IT

Service Management, BMC Service Request Management, and BMC Knowledge

Management. The nominal workload can be used as a baseline for benchmarking

performance and scalability of BMC Remedy solutions consistently over time.

A nominal workload is defined by the distributions of concurrent users and transaction

rates among the test scenarios being considered. The workload type was the

SilkPerformer queuing model. Load tests were executed for over an hour to simulate a

real-life customer environment.

The workload spread among the Remedy IT Service Management, BMC Service Request

Management, and BMC Knowledge Management was split into 40 percent, 50 percent

and 10 percent of the total workload respectively, to simulate customer environments as

shown in Table 3. This nominal workload was used in the online and mixed applications

tests. The online stand-alone tests were special cases in which the percentage of users

depended on the applications used.

Test scenarios

8

Table 3. Nominal workload for BMC IT Service Management, BMC Service

Request Management, and BMC Knowledge Management solution test

BMC Remedy ITSM Suite and

BMC Knowledge Management

test scenario

Percentage of

virtual users

Transaction rate

(per hour per

user)

Search Incident By ID 1% 10

Search Incident By Customer 1% 10

Create Incidents with Service CI

Related with New Request After

Submit 4% 4

Create Incidents with Service CI

Related with Modify Request After

Submit 4% 4

Modify Incident to Resolve 7% 6

Create Change with Service CI and

Task 1% 2

Search Change by ID 1% 3

Change Approval 1% 1

Knowledge Base Search and View

Small Documents 2% 25


Large Documents 2% 25


Articles 2% 25


Incidents 2% 25


Problems 2% 25

Create Ad Hoc Web Report 6% 2

Run Incident Count By Product

Categorization Web Report 7% 1

Run Asset Print Web Report 7% 1

Table 4 summarizes the nominal workload for BMC Service Request

Management solution test.

Table 4. Nominal workload for the BMC Service Request Management

BMC Service Request

Management test scenario

Percentage of

virtual users

Transaction rate

(per hour per

user)

Add Activity Log 2% 6

View services in category 6% 7

Browse sub-category 4% 7

Create service request with six

questions mapped to two fields

7% 6

Create service request with six

questions and no mapping

7% 6

View popular services 11% 7

Search by keyword 11% 6

Test scenarios

View service request 2% 6

Table 5 summarizes the projected data for BMC Remedy ITSM Suite.

Table 5. Projected data after 1 hour of simulation of nominal workload for 3000

users

Entry type Projected numbers for nominal

workload

Incidents created 960

Incidents modified 1260

Changes created 60

Service requests created 2520

Web reports created 360

Online tests and results

This section describes the outcome of the online tests.

Scalability

These online test cases show the scalability of the products with respect to the hardware.

Initially, a single mid-tier and single BMC Remedy AR System server were used to find

the maximum workload the systems could handle with a varying number of users. Then,

additional BMC Remedy AR System servers were added to the server group and load

balanced to help execute larger workloads.

To simulate a high load environment, the Silk Performer scenario scripts were configured

with a higher transaction pacing (three times in this case) than the nominal workload

while keeping the number of users constant.

Tests to assess the scalability of BMC IT Service Management, BMC Service Request

Management, and BMC Knowledge Management consist of the parameters listed in

Table 6 and Table 7:

Table 6. Scalability tests using single mid-tier and single BMC Remedy AR

System server performed for BMC IT Service Management, BMC Service

Request Management, and BMC Knowledge Management workload

Number of users Transaction workload

2000 Nominal

2500 Nominal

3000 Nominal

Test scenarios

10

Table 7. Scalability tests using single mid-tier and two or three BMC Remedy AR

System servers performed for BMC IT Service Management, BMC Service

Request Management, and BMC Knowledge Management workload

Number of users Transaction workload Equivalent workload

3000 Nominal 3000 users

3000 2 x Nominal 6000 users

3000 3 x Nominal 9000 users

Online test results

The average response time for each user scenario represents the response times averaged

over all the actions, listed in Appendix B, for each user scenario with a test period of one

hour.

In all tests, most response times were less than three seconds, even with triple the

nominal workload transaction rate. The Incident Run Counts by Product Report response

was greater than others because of the incident volume at over 500,000 entries. Resource

utilization for all mid-tier, AR, and DB servers stayed within the threshold limits.

To quantify the end-to-end user response times, results of client browser timings for the

3000 user mixed-load test are presented in a later section.

Charts 1 - 3 show how BMC IT Service Management, BMC Service Request

Management, and BMC Knowledge Management will respond to 2000, 2500, and 3000

concurrent users under the nominal workload using a single mid-tier and BMC Remedy

AR System server. The charts present the data organized by application.

Test scenarios

Chart 1. Comparison for nominal workload with varying users for BMC IT

Service Management use cases in a single mid-tier and single BMC Remedy AR

System server setup

Chart 2. Response time comparison for nominal workload with varying users for

BMC Service Request Management use cases in a single mid-tier and single

BMC Remedy AR System server setup

Test scenarios

12

Chart 3. Response time comparison for nominal workload with varying users for

BMC Knowledge Management use cases in a single mid-tier and single BMC

Remedy AR System server setup

Charts 4 -6 show how Remedy IT Service Management, BMC Service Request

Management, and BMC Knowledge Management respond to 3000 concurrent users,

2x3000 concurrent users under the nominal workload, and 3x3000 concurrent users

under the nominal workload, using a single mid-tier and multiple BMC Remedy AR

System servers in a server group and a load-balanced environment. For the 3000-and

2x3000 -concurrent-user, nominal workloads, two BMC Remedy AR System servers

were used. For the 3x3000-concurrent-user nominal workload, three BMC Remedy AR

System servers were used. The charts present the data organized by application.

Test scenarios

Chart 4. Response time comparison for workload with varying users for BMC IT

Service Management use cases in a single mid-tier server and multiple BMC

Remedy AR System servers setup

Chart 5. Response time comparison for workload with varying users for BMC

Service Request Management use cases in a single mid-tier server and multiple

BMC Remedy AR System servers setup

Test scenarios

14

Chart 6. Response time comparison for workload with varying users for BMC

Knowledge Management use cases in a single mid-tier server and multiple BMC

Remedy AR System servers setup

Table 8 and Table 9 summarize the transaction data created in the system for the online

scalability test simulations for an hour under varying workloads.

Table 8. Transaction data created for varying workload runs in a single mid-tier

and single BMC Remedy AR System server environment

Entry type

2000 user

workload

2500 user

workload 3,000 user workload

Incidents created 622 765 889

Emails sent 10,862 15,894 21,063

Changes created 21 18 30

Service requests

created 1,639 2,046 2,445

Web reports created 224 296 302

Table 9. Transaction data created for all runs in a single mid-tier server and

multiple BMC Remedy AR System servers environment

Entry type 3000 user

workload

6,000 user


Incidents created 885 1,820 2,802

Emails sent 19,485 27,743 30,263

Changes created 27 63 89

Test scenarios

Entry type 3000 user

workload

6,000 user


Service requests created 2,449 4,926 7,447

Web reports created 299 589 933

System resource utilization for online tests

This section describes the average system resource utilization for scalability test runs

supporting the high scalability of Remedy IT Service Management, BMC Service

Request Management, and BMC Knowledge Management with varying workloads.

Chart 7 and Chart 8 compare the scalability test runs for nominal workloads using a

single mid-tier and single BMC Remedy AR System server.

Chart 7. CPU utilization comparison for mid-tier server, BMC Remedy AR System

server, and DB server tiers for all nominal runs in a single mid-tier and single

BMC Remedy AR System server setup

Test scenarios

16

Chart 8. Memory utilization comparison for mid-tier server, AR System server,

and DB server tiers for all Nominal runs in a single mid-tier and single BMC

Remedy AR System server setup

Chart 9 and Chart 10 compare the scalability test runs for nominal workloads, and for

double and triple the nominal workloads using a single mid-tier and multiple AR servers

in a server-group and load-balanced environment. The 3x3000 nominal workload test

was the only test that required a third AR server.

Test scenarios

Chart 9. CPU utilization comparison for mid-tier server, AR System server, and

DB server tiers for nominal time and double and triple the nominal time in a

single mid-tier and multiple BMC Remedy AR System servers environment

Test scenarios

18

Chart 10. Memory utilization comparison for mid-tier server, BMC Remedy AR

System server, and DB server tiers for nominal run time, and double and triple

the nominal run time in a single mid-tier server and multiple BMC Remedy AR

System servers setup

Online stand-alone tests and results

These application stand-alone tests reveal the impact of each application to the system.

All Remedy IT Service Management, BMC Service Request Management, and BMC

Knowledge Management stand-alone load tests were conducted with a fixed 2000-

concurrent-users, fixed transaction pacing workload, and using a single mid tier and a

single BMC Remedy AR System server. The only variations were the combination of

applications to be run together or stand-alone and the user distribution for each scenario.

BMC Remedy IT Service Management stand-alone workload

Table 10 describes the BMC Remedy IT Service Management workload in this stand-

alone test scenario.

Table 10. Workload for stand-alone BMC Remedy IT Service Management

BMC Remedy IT Service


Percentage of

virtual users

Transaction rate

(per hour per

user)

Search incident by ID 7% 10

Search incident by customer 7% 10

Test scenarios



Percentage of

virtual users

Transaction rate

(per hour per

user)

Create incident with CI no action 12% 4

Create incident with CI redisplay

current 12% 4

Modify incident to resolve 15% 6

Create change with service CI and

task 6% 2

Search change by ID 7% 3

Change approval 4% 1

Create ad hoc Web report 10% 2

Run incident count by product

categorization Web report 10% 1

Run Asset Print Web report 10% 1

BMC Service Request Management stand-alone workload

Table 11 describes the BMC Service Request Management workload in this stand-alone

test.

Table 11. Workload for stand-alone BMC Service Request Management

BMC Service Request


Percentage of

virtual users

Transaction rate

(per hour per

user)

Add Activity Log 5% 6

View Services in Category 14% 7

Browse Sub Category 10% 7

Create Service Request w/ 6

questions mapped to 2 fields

15% 6

Create Service Request w/ 6

questions no mapping

15% 6

View Quick Picks 18% 7

Search by Keyword 18% 6

View Service Request 5% 6

BMC Remedy IT Service Management and BMC Knowledge

Management stand-alone workload

Table 12 describes the workload for both BMC IT Service Management and BMC

Knowledge Management that were run together in this stand-alone test.

Table 12. Workload for stand-alone BMC Remedy IT Service Management and



Management and BMC

Knowledge Management test

scenario

Percentage of

virtual users

Transaction rate

(per hour per

user)

Search incident by ID 4% 10

Test scenarios

20


Management and BMC

Knowledge Management test

scenario

Percentage of

virtual users

Transaction rate

(per hour per

user)

Search incident by customer 4% 10

Create incident with CI no action 10% 4

Create incident with CI redisplay

current 10% 4

Modify incident to resolve 13% 6

Create change with service CI and

task 4% 2

Search change by ID 4% 3

Change approval 2% 1

Knowledge Base search and view

small documents 5% 25


large documents 5% 25


articles 5% 25


incidents 5% 25


problems 5% 25

Create ad hoc Web report 8% 2

Run incident count by product

categorization Web report 8% 1

Run Asset Print Web report 8% 1

Online stand-alone test results

BMC Remedy IT Service Management stand-alone application and Service Request

Management stand-alone application can support 2000 concurrent users comfortably. The

addition of BMC Knowledge Management almost doubles the BMC Remedy AR System

server CPU utilization. The individual application tests show all response times to be

within an acceptable range.

Test scenarios

Chart 11 and Chart 12 compare the CPU and memory utilization data from the stand-

alone tests.

Chart 11. CPU utilization comparison for mid-tier server, AR System server, and

DB server tiers for stand-alone tests

Test scenarios

22

Chart 12. Memory utilization comparison for mid-tier server, AR System server,

and DB server tiers for stand-alone tests

BMC Atrium CMDB batch processing tests and results

The BMC Atrium 7.6.04 SP 1 scalability test consisted of BMC Atrium CMDB batch

jobs to show the performance of creating, normalizing, and reconciling two million and

five million CI and relationships. It also showed the performance of BMC Atrium

Discovery and Dependency Mapping (ADDM) to discover and map approximately

250,000 CIs and relationships.

BMC Atrium CMDB batch jobs

Test cases conducted to assess performance of the BMC Atrium CMDB batch

functionalities are as follows:

Load CI (regular mode)

Normalization (NE) batch mode

Reconciliation (RE) batch mode

Load CI regular mode and result

Loading a CI in regular mode creates one instance at a time. A multi-threaded Java

application developed internally by BMC was used to generate the load. An instance of

this application was executed locally in the BMC Remedy AR System integration server.

Test scenarios

Table 13 describes the data model that was created by this tool. The computer system is

the root of the tree, and all other CIs that were connected to the computer system through

a relationship are also shown.

Table 13. Class relationship distribution for creating CI batch tests

Class Relationship

Number of

CIs

BMC_ComputerSystem BMC_Dependency 1

BMC_Product BMC_HostedSystemComponents 77

BMC_Monitor BMC_HostedSystemComponents 1

BMC_IPEndpoint BMC_HostedAccess Point 1

BMC_OperatingSystem BMC_HostedSystemComponents 1

BMC_Person BMC_Dependency 1

BMC_Printer BMC_Dependency 1

BMC_Processor BMC_HostedSystemComponents 1

BMC_DiskDrive BMC_HostedSystemComponents 4

BMC_Card BMC_HostedSystemComponents 1

BMC_BIOSElement BMC_HostedSystemComponents 1

BMC_NetworkPort BMC_HostedSystemComponents 1

A total of 91 class instances and 91 relationship instances were used per iteration. Each

instance generator had 55 threads. A total of 4,977,500 instances were created for the

five million CIs and relationships, of which 27,500 were computer-system CIs.

Each class instance was populated with over 17 attributes including the following BMC

Remedy Asset attributes and several other class-specific attributes:

Name

Serial Number

Short Description

Owner Name

Owner Contact

Dataset Id

Reconciliation Identity

Category

Type

Item

Model

Manufacturer Name

Description

Version Number

Company

Department

Site

IsVirtual

The following tests were conducted to measure CI loading performance:

Load regular CI for 1 million CIs (a total of two million CIs and relationships)

Test scenarios

24

Load regular CI for 2.5 million CIs (a total of five million CIs and relationships)

Chart 13 and Chart 14 show the throughput and resource usage during CI loading. BMC

Remedy AR System server memory usage averaged 16 percent of the total memory and

the database memory usage averaged 5 percent of the total memory.

Chart 13. Throughput for loading CIs

Chart 14. Resource utilization for loading CIs

Test scenarios

NE batch mode and results

The batch normalization mode normalized two million and five million instances that

were generated by the initial bulk load of CIs. The batch mode was used to show a typical

large customer environment going live in production.

Table 14 summarizes the class distribution used in normalization tests.

Table 14. Class distribution used for NE batch job

ClassName

# of

instances Level Relationship

BMC_ComputerSystem 1 1 BMC_Dependency

BMC_Product 77 2 BMC_HostedSystemComponents

BMC_Monitor 1 2 BMC_HostedSystemComponents

BMC_IPEndpoint 1 2 BMC_HostedAccessPoints

BMC_OperatingSystem 1 2 BMC_HostedSystemComponents

BMC_Person 1 2 BMC_Dependency

BMC_Printer 1 2 BMC_Dependency

BMC_Processor 1 2 BMC_HostedSystemComponents

BMC_DiskDrive 4 2 BMC_HostedSystemComponents

BMC_Card 1 2 BMC_HostedSystemComponents

BMC_BIOSElement 1 2 BMC_HostedSystemComponents

BMC_NetworkPort 1 2 BMC_HostedSystemComponents

The following attributes were populated for each product:

Name

Serial Number

Short Description

Owner Name

Owner Contact

Dataset Id

Reconciliation Identity

Company

Category

Type

Item

Model

Manufacturer Name

Description

Version Number

Company

Department

Site

IsVirtual

Patch Number

Token Id

Test scenarios

26

Chart 15 and Chart 16 show the normalization throughput and resource utilization. BMC

Remedy AR System server memory usage averaged 16 percent of the total memory and

the database memory usage averaged 5 percent of the total memory.

Chart 15. Throughput for normalization

Chart 16. Resource utilization for normalization

RE batch mode and results

A standard reconciliation job was set up for this test case. The following two most

common reconciliation activities were tested:

Test scenarios

Identifying class instances that represent the same entity in two or more datasets

Merging class instances from one dataset (such as Discovery) to another dataset (by

default, the production BMC.ASSET dataset)

All the identification and merge settings use standard rules. These standard rules work

with all classes in the Common Data Model (CDM) and BMC extensions. They identify

each class, using attributes that typically have unique values, and they merge based on

rules of precedence set for BMC datasets.

The standard reconciliation job was configured in a noncontinuous mode to identify and

merge 5 million CIs and relationships.

All CIs were created with reconciliation identity set to 0, indicating that these newly

created CIs had not yet been identified. The distribution of the CIs across classes used to

create data for RE batch jobs is summarized in Table 15.

Table 15. Class distribution used for RE batch job

ClassName

Number

of

instances Level Relationship

BMC_ComputerSystem 1 1 BMC_Dependency

BMC_Product 77 2

BMC_HostedSystemComponents

BMC_Monitor 1 2


BMC_IPEndpoint 1 2 BMC_HostedAccessPoints

BMC_OperatingSystem 1 2


BMC_Person 1 2 BMC_Dependency

BMC_Printer 1 2 BMC_Dependency

BMC_Processor 1 2


BMC_DiskDrive 4 2


BMC_Card 1 2


BMC_BIOSElement 1 2


BMC_NetworkPort 1 2


Chart 17 and Chart 18 show the reconciliation throughput and resource utilization. BMC

Remedy AR System server memory usage averaged 15% of the total memory and the

database memory usage averaged 5% of the total memory.

Test scenarios

28

Chart 17. Throughput for reconciliation

Chart 18. Resource utilization for reconciliation

BMC Atrium Discovery and Dependency Mapping tests and

results

The BMC Atrium Discovery and Dependency Mapping 8.3 performance tests were

conducted to show the discovery performance for approximately 5,707 servers that

translated to about 250,000 CIs and relationships. The BMC Atrium Discovery and

Dependency Mapping appliance was hosted on a virtual machine (VM) using Linux.

Test scenarios

Two methods of syncing were used. A full sync represents a first-time production roll-out

scenario while a delta sync represents checking for new servers in the environment. A

full sync and delta sync were conducted to measure the throughput, which is summarized

in Chart 19.

Chart 19. Throughput for BMC Atrium Discovery and Dependency Mapping full

and delta syncs

Chart 20 summarizes CPU resource utilization for BMC Atrium Discovery and

Dependency Mapping.

Test scenarios

30

Chart 20. CPU resource utilization for BMC Atrium Discovery and Dependency

Mapping

Mixed workload test and result

In a mixed workload, a typical ―day in the life‖ scenario was run. Remedy IT Service

Management, BMC Service Request Management, BMC Knowledge Management, and

BMC Atrium CMDB were run simultaneously for a period of an hour. The workload

consisted of 3000 online users using the nominal workload, creating 10,000 new CIs and

relationships, and updating 90,000 existing CIs and relationships, with normalization and

reconciliation running in continuous mode.

Running normalization and reconciliation processes in continuous mode provided near

real-time reconciliation of configuration items. In this mode, the reconciliation and

normalization engines run continuously to reconcile and normalize CIs in small batches

based on either time interval or record count configuration settings. CIs and relationships

are reconciled into the BMC.Asset dataset which has approximately 5 million CIs and

relationships. The source dataset, BMC.Dell, also has approximately 5 million CIs and

relationships.

The BMC Atrium CMDB tests for creating and updating CIs and relationships were

executed on the BMC Remedy AR System server hosted in the dedicated integration

server. This was done to simulate a typical large customer base in which both BMC

Remedy IT Service Management and BMC Atrium CMDB components are deployed in

production and hosted on separate nodes for better scalability and reliability. All BMC

Remedy AR System servers were participating in a server group environment where the

integration server was the primary server for all CMDB related activities.

Test scenarios

Mixed workload test results

All mixed mode runs resulted in minimal impact on the Remedy IT Service Management,

BMC Service Request Management, and BMC Knowledge Management load tests, while

BMC Atrium CMDB tests were simultaneously creating, updating, normalizing, and

reconciling CIs into the system.

Charts 21 – 23 show the response times for this mixed-mode test. The charts present the

data by application.

Chart 21. BMC Remedy IT Service Management response time 3000 users

nominal mixed workload

Test scenarios

32

Chart 22. BMC Service Request Managment response time 3000 users nominal

mixed workload

Test scenarios

Chart 23. BMC Knowledge Management response time 3000 users nominal

mixed workload

Chart 24 and Chart 25 show the percentage of memory usage that each process consumes

over the total system memory. Other AR processes take minimal usage, so only the

BMC Remedy AR System server is presented here.

Test scenarios

34

Chart 24. CPU consumption for 3000 users mixed mode

Chart 25. Memory consumption for 3000 users mixed mode

All transaction data created and/or modified in the system for the mixed mode test runs is

summarized in Table 16.

Test scenarios

Table 16. Transactions created during 3000 users mixed workload

Entry type 3000 user mixed

workload

Incidents created 881

Emails sent 20,647

Changes created 31

Service requests created 2,426

Web Reports created 324

CI+ relationship created, normalized,

reconciled 10,018

CI updated, normalized, reconciled 89,988

To help establish a performance baseline for the BMC applications deployed in the Dell

Solution Center environment, a few Remedy IT Service Management, BMC Service

Request Management, and BMC Knowledge Management use cases were tested manually

to record the response times, using the HTTP Watch tool. The HTTP Watch tool gives

close to end-user response time and is more accurate than using the stopwatch method.

Chart 26 summarizes the manual end-user response times.

Chart 26. Manual end-user response times over LAN connection for 3000 Users

mixed mode workload

TCP ping network latency was 0 milliseconds. HTTP ping latency was 10 milliseconds.

Performance tuning and recommendations

36


Tuning parameters were set in different tiers to achieve this highly scalable

architecture in the benchmarking environment.

Mid tier settings

Tables 17 – 19 summarize the configuration settings used for all mid tier server instances.

Table 17. Mid tier server settings

Parameter Settings

arsystem.cache_update_interval= 86400

arsystem.pooling_max_connections_per_server= 1500

arsystem.ehcache.overflowToDisk= TRUE

arsystem.ehcache.diskPersistent= TRUE

arsystem.ehcache.overflowToDiskTemp= FALSE

arsystem.formhtmljs_expiry_interval= 86400

arsystem.resource_expiry_interval= 86400

arsystem.log_level= Severe

arsystem.log_category= INTERNAL

arsystem.ehcache.maxElementsInMemory 30,000

arsystem.ehcache.referenceMaxElementsInMemory 1800

Mid-tier Life cycle mgmt & Connection Life span

option

Enabled. The Life cycle

management & Connection

Life span set to 15 minutes

Table 18. Tomcat server settings

Parameter Settings

acceptCount= 500

connectionTimeout= 60,000

maxSpareThreads= 100

maxThreads= 3,000

minSpareThreads= 50


Table 19. JVM settings

Parameter Settings

-Dcatalina.base= D:\BMCPrereqs\Apache\Tomcat

-Dcatalina.home= D:\BMCPrereqs\Apache\Tomcat

-Djava.endorsed.dirs= D:\BMCPrereqs\Apache\Tomcat\endorsed

-Djava.io.tmpdir= D:\BMCPrereqs\Apache\Tomcat\temp

-Djava.util.logging.manager= org.apache.juli.ClassLoaderLogManager

-Djava.util.logging.config.file=

D:\BMCPrereqs\Apache\Tomcat\conf\loggin

g.properties

-XX:+UseCompressedOops

-XX:+UseConcMarkSweepGC

-XX:ErrorFile=

D:\BMCPrereqs\Apache\Tomcat\logs\hs_err_

pid<pid>.log

-XX:PermSize= 256m

-Djava.library.path= D:\BMCPrereqs\Apache\Tomcat\shared\lib

-

XX:+HeapDumpOnOutOfMemoryErro

r

-Dcom.sun.management.jmxremote

-

Dcom.sun.management.jmxremote.port

= 8086

-

Dcom.sun.management.jmxremote.ssl= FALSE

-

Dcom.sun.management.jmxremote.auth

enticate= FALSE

-XX:+UseParNewGC

JVM min heap size 2000 MB

JVM max heap size 2500 MB

F5 load balancer settings

Table 20 summarizes the configuration settings used for load balancing.

Table 20. F5 Load Balancer settings

Parameter Settings

BIG-IP code version deployed v10.2.3

Sticky bit on Mid-tier Virtual server List Enabled

Sticky bit on AR Virtual server List Disabled

TCP Idle Timeout(AR Virtual Servers) 7260 seconds

TCP Idle Timeout(Mid-tier Virtual Servers) 7260 seconds


38

Parameter Settings

OneConnect profile(server-side TCP multi-plexing)

HTTPS virtual servers Enabled

iRule that does a LB::detach for every new

HTTP_REQUEST Added

Two new SNAT pools, each with 4 IP addresses (8

total additional addresses). One SNAT Pool goes to

the HTTP virtual servers and the other goes to the

RPC virtual server. Added

F5 BIG-IP modifications for BMC Remedy

1. Create iRule to handle the load balance detach function:

a) Navigate to Local Traffic – iRules – iRule List

b) Click Create and define the iRule as shown in the following screenshot:

c) Click Finished.

2. Create a OneConnect profile:

a. Navigate to Local Traffic – Profiles – Other – OneConnect.

b. Click Create and define the profile as show in the following screenshot:


3. Create a SNAT Pool for additional TCP port capacity:

a) Navigate to Local Traffic – SNATs – SNAT Pool

b) Click Create and create the SNAT Pool as shown in the following screenshot:


40

4. Modify the BMC Virtual Server.

a) Add the new Profile and SNAT Pool:

i. Navigate to Local Traffic – Virtual Servers – Virtual Server List

ii. Click the BMC Virtual Server and configure as shown in the following

screenshot:

5. Add the new iRule as shown in the following screenshots:

Select BMC

OneConnect

Profile

Select BMC

SNAT

Pool Click

Update


BMC Remedy AR System server settings

Table 21 summarizes the configuration settings used for BMC Remedy AR System

server instances.

Table 21. BMC Remedy AR System server settings

Parameter Settings

Delay-Recache-Time: 300

Max-Entries-Per-Query: 2000

Next-ID-Block-Size: 100

Server-Side-Table-Chunk-Size: 1000

Allow-Unqual-Queries: F

Cache-Mode: 0

Debug-mode: 0

Submitter-Mode: 1

Authentication-Chaining-Mode: 0

Click

Resources

Click Manage

Select BMC

iRule

Click

Finished


42

Parameter Settings

Server-Plugin-Default-Timeout: 300

External-Authentication-Return-Data-

Capabilities: 31

Private-RPC-Socket: 390601 2 2


Private-RPC-Socket: (Fast thread) 390620 40 40


Private-RPC-Socket: (List thread) 390635 24 24

Plugin-ARDBC-Threads: 8 24

Plugin-AREA-Threads: 8 24

Plugin-Filter-API-Threads: 8 24

FTS threshold set to 10,000

Tables 22 – 25 summarize the plug-in settings for BMC Remedy AR System server

instances.

Table 22. BMC Remedy AR system Plugin settings

Parameter Settings

numCoreThreads 30

numSelectorThreads 5

maxThreads 30

Table 23. AR FTS Plugin settings

Parameter Settings

numCoreThreads 24


maxThreads 24

Table 24. AR CMDB Plugin settings

Parameter Settings

numCoreThreads 5


maxThreads 5


Table 25. AR NE Plugin settings

Parameter Settings

numCoreThreads 5


maxThreads 5

Additional performance settings applied

BMC has found these additional performance improvements.

Improve BMC Remedy AR system plug-in and BMC Remedy IT

Service Management Overview Console performance

This fix, which is part of 7.6.04 SP2, provides multiple threads for the BMC Remedy AR

plug-in. It is recommended that you upgrade to 7.6.04 SP2. For a hotfix for 7.6.04 SP1,

contact BMC Customer Support.

Improve performance of BMC Remedy IT Service Management and

BMC Service Request Management

Indexes to HPD:Help Desk and SRM:AppInstanceFlow forms were modified as follows to

improve performance.

Help Desk

On the HPD:Help Desk form, modified the existing index I955_1000000427_1 to make it

a composite index:

FIELD NAME

COLUMN

POSITION FIELD ID

Owner Group ID 1 1000000427

Assigned Group ID 2 1000000079

Status 3 7

LookupKeyword 4 230000009

Company 5 1000000001

On the HPD:Help Desk form, modified the existing index T2075.I2075_4_1 to make it a

composite index:

FIELD NAME

COLUMN

POSITION FIELD ID

Assignee Login ID 1 4


44

FIELD NAME

COLUMN

POSITION FIELD ID

Status 2 7

LookUpKeyword 3 230000009

Owner Login ID 4 1000000716

SRM Application Instance Flow

On the SRM:AppInstanceFlow form, modified the existing index:

FIELD NAME

COLUMN

POSITION FIELD ID

PredInstanceID 1 301373900

EntryID 2 1

SuccInstanceID 3 301373800

Database Stats

Updated SQL database table stats by executing the following in SQL.

Use ARSYSTEM

go

EXEC sp_updatestats

Go

BMC Remedy AR System Message Catalog

Created a new composite index.

FIELD NAME

COLUMN

POSITION FIELD ID

Message Identifier 1 8

Locale 2 152

Message Type 3 150

Status 4 7

Improve CMDB performance

On the BMC:CORE:BMC_BaseElement form, created a composite index:

FIELD ID

COLUMN

POSITION FIELD NAME

530010100 1 TokenID

400127400 2 DatasetID


Improve Server Group distribution performance

The assignment engine operation was set to primary on the second BMC Remedy AR

System server, separating it from the full text index as shown in Table 26:

Table 26. BMC Remedy AR System server group rankings

Operations

Operations Ranking

BMC

Remedy

AR

System

server1

BMC

Remedy

AR

System

server2

Integration

server

Administration 2 1 3

Approval Server 2 1 3

Archive 2 1 3

Assignment Engine 2 1 3

Atrium Integration Engine 3 2 1

Business Rules Engine 2 1 3

CMDB 3 2 1

DSO 1 2 3

E-mail Engine 2 1 3

Escalation 1 2 3

Flashboards 2 1 3

Full Text Index 1 2 3

Reconciliation Engine 3 2 1

SLM Collector 2 1 3

DB server settings

Table 27 shows the configuration settings used for the SQL Server 2008 database server:

Table 27. DB server settings

Parameter Settings

ALLOW_SNAPSHOT_ISOLATION on

READ_COMMITTED_SNAPSHOT on

PARAMETERIZATION forced


46

NE batch job settings

Table 28 shows the configuration settings used for BMC Atrium CMDB normalization

batch jobs:

Table 28. Recommended settings for CMDB normalization batch job

Parameter Value

Chunk Size 50

Number of Threads (Batch) 15

Continuous Job No

RE batch job settings

Table 29 shows the configuration settings used for BMC Atrium CMDB reconciliation

batch jobs:

Table 29. Recommended settings for CMDB reconciliation batch job

Parameter Value

Definition Check Interval (Seconds) 300

Polling Interval (Seconds) 300

Continuous Job No

Qualification Set None


BMC Atrium Discovery and Dependency Mapping settings

Table 30 shows the configuration settings used for BMC Atrium Discovery and

Dependency Mapping server instances:

Table 30. Recommended settings for BMC Atrium Discovery and Dependency

Mapping

Parameter Value

ADDM Sync Thread Number 6

AR Fast Thread min/max 40

AR List Thread min/max 24

Hardware and network

Each system was connected to a 1-GB switch network. Table 31 shows the

detailed hardware specifications for each server and storage subsystem used for

the benchmark:

Table 31. Hardware Configurations

Server System information Comments

Integration server – Dell

PowerEdge M610

16 GB RAM

(2)xIntel Xeon X5650 Quad

Core @ 2.67 GHz, a total

of 8 core CPU

Dell EqualLogic storage attached

using RAID 10 to host BMC

Atrium CMDB database using

SQL Server

Database server – Dell

PowerEdge M910

128 GB RAM

(4)xIntel Xeon L7555 Quad

Core @ 1.86 GHz a total of

32 core CPU

Dell EqualLogic storage attached

using RAID 10 to host BMC

Atrium CMDB and BMC Remedy

ITSM database using SQL Server

BMC Action Request

System servers and mid tier

servers – Dell PowerEdge

M610

16 GB RAM

(2)xIntel Xeon X5650 Quad

Core @ 2.67 GHz, a total of

8 core CPU

The BMC Atrium

Discovery and Dependency

Mapping server – virtual

machine

8GB RAM

4x Intel Xeon X5650 Single

Core @ 2.67GHz

Storage – Dell EqualLogic PS6510E model 70-0300 Uses multiple SATA drives -

1.82TB 7200 RPM

F5 Big-IP load balancer –

3600 Local Traffic

Manager v10.3

Traffic throughput 2 Gbps

Hardware SSL: maximum

10,000 TPS, 2 Gbps bulk

encryption

Software compression: max

1 Gbps

Load balanced the mid-tiers and

BMC Remedy AR System servers


48

Server System information Comments

Processor: Dual core

Memory: 4 GB

Hard Drive: 500 GB

Gigabit Ethernet CU Ports:

8

Gigabit Fiber Ports: 2

optional LX, SX, or copper

Silk Performer Agents –

VMs

12 GB RAM

2 x Intel Xeon X5650

Single Core @ 2.67GHz

Executed the workload

Silk Performer Controller–

VMs

2 GB RAM

2 x Intel Single Core @

2.6Ghz

Used for collecting results only

Browser Client – VMs 2 GB RAM

1 x Intel Xeon X5650

Single Core @ 2.57 Ghz

Used HTTP Watch to collect

response times

Appendix A: BMC Remedy IT Service Management, BMC Service Request Management, and BMC Knowledge Management foundation data and application data

Appendix A: BMC Remedy IT Service Management,

BMC Service Request Management, and BMC

Knowledge Management foundation data and

application data

Table 32 summarizes the foundation data inserted into the BMC Remedy AR

System database prior to starting the tests.

Table 32. BMC Remedy IT Service Management foundation data

Type Foundation

Companies (multi-tenancy) 200

Sites 1,410

People 28,002

People Organizations/Dept 406

People Application Permission Groups 132,054

Support Organizations 18

Support Groups 106

Support Group Functional Role 48,006

Assignments 1,407

Table 33 summarizes the application data inserted into the BMC Remedy AR

System database prior to starting the tests.

Table 33. BMC Remedy IT Service Management and BMC Knowledge

Management application data

Type Volume

Incident 502,949

Change 102,126

Problem 100,000

Service Target 965

CI+relationships in two datasets 9,981,281

Incidents with CI Associations 52,000

Service CI 5026

Knowledge Base Large

Documents

10,000


50

Type Volume

Knowledge Base Small

Documents

80,000

Knowledge Base articles 20,000

Table 34 summarizes the foundation data for BMC Service Request Management.

Table 34. BMC Service Request Management foundation data

Type Foundation

AOT 138

PDT 239

SRD 138

Navigational Categories 629

Service Requests 504,270

Entitlement Rules 94

Data setup

Application object template (AOT)

45 Incident templates

35 Change templates

20 Work Order templates

All assigned to Global company

No template

Navigational Category

10 Tier 1 values

10 Tier 2 values

5 Tier 3 values

Process definition template (PDT)

At least 1 AOT associated to a PDT

30 PDTs with parallel association


Service request definition (SRD)

Have levels defined

Have keyword defined


One SRD with 6 questions mapped to two incident fields


Entitlement Rules

13 People Entitlement Definition (PED) company to SRD Entitlement

Definition (SRDED) by ID exclusion

26 PED groups to Service Request Definition Entitlement Definition

(SRDED) by ID

15 PED company to levels

15 PED groups to category

26 PED company to SRDED price qualification

2 global rules to SRDED

Data loading usage

Table 35 lists the database disk space used for each data load.

Table 35. BMC Remedy IT Service Management, BMC Service Request

Management, BMC Knowledge Base application volume data sizing

Application Number of entries Data files size (GB)

Incident + Service Request

backend

500,250 + 500,250 32

Change 100,000 5

Problem 100,000 3.4

Service Request 4,000 0


indexing of Incident, Change,

Problem, Service Requests,

Articles, and external documents

Articles – 20,000

External documents – 90,000

4.4

Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions

52

Appendix B: BMC Remedy ITSM Suite user

scenarios and associated actions

The tables in this appendix summarize the associated actions for each of the BMC ITSM

Suite user scenario.

Table 36. Use case 1: search incidents by ID

Transaction name Phase name Transaction steps Repeat? Timed?

Search incidents By

ID

Initialization Configure load

generator settings

No No

Transaction As a support user, log

on to home page.

No No

Click the Incident

Management Console

link.

Yes Yes

Click the Search

Incident link.

Yes Yes

Enter an ID in the

Incident ID+ field.

Yes Yes

Click Search Yes Yes

Log off. No. No

End Close any open files. No No

Table 37. Use case 2: search incidents by customer name


Search incidents By

Customer Name


generator settings

No No


on to the home page.

No No

Click the Incident

Management Console

link.

Yes Yes

Click the Search

Incident link.

Yes Yes

Enter Customer name in

the Customer field and

press Enter.

Yes Yes

Click Search. Yes Yes



Log off. No. No


Table 38. Use case 3: create incidents with Service CI related with modify

request after submit


Create incidents

with CI related and

go to modify request

after submit


generator settings

No No



No No

Click the Incident

Management Console

link.

Yes Yes

Click New Incident link. Yes Yes

Enter the first name of a

customer in the

Customer field and hit

enter key.

Yes Yes

Enter values in the

Summary and Notes

fields

Yes No

Open the Service menu

and select any item.

Yes Yes

Open Impact menu and

select any item.

Yes No

Open Urgency menu

and select any item.

Yes Yes

Click Submit. Yes Yes

Log off No No


Table 39. Use case 4: Create incidents with Service CI related with new

request after submit.


Create incidents

With CI related and

go to New Request

after submit


generator settings

No No



No No

Click the incident Yes Yes


54


Management Console

link.

Click the New Incident

link.

Yes Yes

Enter the first name of a

customer in the

Customer field and press

Enter.

Yes Yes

Enter text in the

Summary and Notes

fields

Yes No

Open the Service menu

and select.

Yes Yes

Open Impact menu and

select.

Yes No

Open Urgency menu

and select.

Yes Yes

Click Submit. Yes Yes

Log off. No No



Table 40. Use case 5: Update incident to resolved status


Update Incident

Resolved status


generator settings

No No

Transaction Log on to the homepage

as a Support user.

No No

Click the Incident

Management Console

link.

Yes Yes

Select an entry from the

incident table and click

View.

Yes Yes

The Incident form opens

with the chosen entry.

Change Status field to In

Progress. Click Save.

Yes Yes

Change Status field to

Resolved. Open Status

Reason menu and select

No Further Action

Required. Enter some

text in the Resolution

field.

Yes No

Click Save. Yes Yes

Log off. No No



56

Table 41. Use case 6: Create change with CI and task


Create Change with

CI and Task


generator settings

No No

Transaction As a support change

user, log on to the home

page.

No No

Click Change

Management Console

link.

Yes Yes

Click the New Change

link.

Yes Yes

Enter text in the

Summary field.

Yes No

In the Service CI menu,

click and select a value.

Yes Yes

Go to Dates tab Yes No

Open the Scheduled

Start Date calendar and

select a future date.

Yes No

Open the Scheduled End

Date calendar and select

a future date that is one

day more than scheduled

start date.

Yes No

Go to Task tab. In the

Request Type menu

select the Ad Hoc

option.

Click Relate.

Yes Yes

In the Create Task

dialog box, enter values

in the Name, Summary,

and Notes fields.

Yes No

Click Save. Yes Yes

In the Process Flow

Status Initiate, choose

Next Stage.

Yes Yes

The Change

Initialization Dialog

opens.

Click Save.

Yes Yes

Log off. No No




Table 42. Use case 7: Search change by ID


Search Change By ID Initialization Configure load

generator settings

No No



page.

No No

Click Change

Management Console

link.

Yes Yes

Open the Change form

in Search mode.

Yes Yes

Randomly enter a

Change entry ID and

click Search.

Yes Yes

Log off. No No


Table 43. Use case 8: Approve change


Approve Change Initialization Configure load

generator settings

No No

Transaction Log on to the home page

as a support change

user.

No No

Click Quick Links >

Approval Central

Yes Yes

First entry is auto

selected.

Click Approve.

Yes Yes

Close Approval Central

form.

Yes No

Log off. No No



58

Table 44. Use case 9: BMC Knowledge Management search and view incidents


BMC Knowledge

Management search

and view Incident


generator settings

No No

Transaction Click the Incident

Management Console

link.

Yes Yes

Click the Search

Incident link.

Yes Yes

Enter an ID in the

Incident ID+ field.

Yes Yes


Click Links > Search

Knowledge Base

Yes Yes

In BMC Knowledge

Management Advanced

Search, clear out all

settings and check the

option Incidents under

sources. Enter the search

text ―filler‖ without

quotes in Include all of

these words text field

and click Search.

Yes Yes

Click on an entry from

results to view the

details.

Yes Yes

Close the view details

window.

Yes No

Close BMC Knowledge

Management window.

Yes No

Log off. No No


Table 45. Use case 10: BMC Knowledge Management search and view articles


BMC Knowledge

Management search

and view Articles


generator settings

No No


Management Console

link.

Yes Yes

Click Search Incident Yes Yes



link.

Enter an ID in the

Incident ID+ field.

Yes Yes



Knowledge Base.

Yes Yes

In BMC Knowledge

Management, Advanced


settings and select the

option How To under

sources. Enter the search

string Load Test in

Include all of these

words text field.

Click Search.

Yes Yes


results to view the

details.

Yes Yes


window.

Yes No

Close the BMC

Knowledge

Management window.

Yes No

Log off No No


Table 46. Use case 11: BMC Knowledge Management search and view

problems


BMC Knowledge

Management search

and view problems


generator settings

No No


Management Console

link.

Yes Yes

Click the Search

Incident link.

Yes Yes

Enter an ID in the

Incident ID+ field.

Yes Yes



60



Knowledge Base.

Yes Yes

In BMC Knowledge

Management ,

Advanced Search, clear

out all settings and

select Problems

Investigation under

sources. Enter the value

―notes‖ without quotes

on Include all of these

words text field.

Click Search.

Yes Yes


results to view the

details.

Yes Yes


window.

Yes No

Close BMC Knowledge

Management window.

Yes No

Log off. No No


Table 47. Use case 12: BMC Knowledge Management search and view small

document


BMC Knowledge

Management search

and view small PDF

external document


generator settings

No No


Management Console

link.

Yes Yes

Click the Search

Incident link.

Yes Yes

Enter an ID in the

Incident ID+ field.

Yes Yes



Knowledge Base

Yes Yes

In BMC Knowledge

Managemen , Advanced

Yes Yes





option for External Files

under Sources. Enter the

search string

smallPDF_% on Include

all of these words text

field.

Click Search.


results to view the

details.

Yes Yes

Close the View Details

window.

Yes No

Close BMC Knowledge

Management window.

Yes No

Log off. No No


Table 48. Use Case 13: BMC Knowledge Management search and view large

document


BMC Knowledge

Management search

and view big PDF

external document


generator settings

No No


Management Console

link.

Yes Yes

Click the Search

Incident link.

Yes Yes

Enter an ID in the

Incident ID+ field.

Yes Yes


Click Links -> Search

Knowledge Base.

Yes Yes

In BMC Knowledge

Management Advanced



option for External Files

under Source. Enter the

search string bigPDF_%

in Include all these

words text field.

Yes Yes


62


Click Search.


results to view the

details.

Yes Yes


window.

Yes No

Close BMC Knowledge

Management window.

Yes No

Log off. No No


Table 49. Use case 14: Create Ad Hoc Web report


Create Ad Hoc report Initialization Configure load

generator settings

No No



page.

No No

Click Quick Links > AR

Report Console.

Yes Yes

In the Report Console,

click New.

Yes Yes

In New Report Window,

choose Form value

HPD:Help Desk and use

a unique name for the

report name. Keep the

default checkboxes

enabled.

Click OK.

Yes Yes

In Report Designer’s

Filter By section, click

the Advanced link and

add the qualification

'First Name+' = "0501-

Test"

to the bottom text box.

Click Save.

Yes Yes

Click Preview. Yes Yes

Log off. No No



Table 50. Use Case 15: Run incident product catalog report


Run incident product

catalog report


generator settings

No No


on to the homepage.

No No

Click the Incident

Management Console

link.

Yes Yes

Click the Reports link. Yes Yes

In Report Console,

select Category menu

value Incidents > Open

Incidents > Count by

Product Categorization.

Yes No

Click Run. Yes Yes

Log off. No. No


Table 51. Use Case 16: Run asset print report


Run asset print report Initialization Configure load

generator settings

No No



No No

Click the BMC Asset

Management Console

link.

Yes Yes

Randomly select an

entry.

Click Print.

Yes Yes

Close Report Viewer

Yes No

Log off. No. No



64

BMC Service Request Management test scripts - user

scenarios

Table 52. Use case 1: Add activity log entry to existing service request

Transaction name Phase name Transaction steps Repeat

?

Timed?

Add activity log Initialization Configure load

generator settings

No No

Transaction As an end-user, log on

to the home page.

No No

Click the Request Entry

link.

Yes Yes

Click the Open Requests

link.

Yes Yes

Randomly select an

entry from the results.

Yes Yes

Type some text in the

Notes field.

Click Add.

Yes Yes

Log off. No. No


Table 53. Use case 2: View services in a category


View services in

category

Initialization Configure load generator

settings

No No

Transaction As an end-user, log on to

the homepage.

No No

Click Request Entry link. Yes Yes

Click on Browse

Category link.

Yes Yes

Randomly click on any

of the available category

links

Yes Yes

Log off. No. No



Table 54. Use case 3: Browse a service sub-category

Transaction

name

Phase name Transaction steps Repeat? Timed?

Browse sub-

category


generator settings

No No


to the home page.

No No

Click Request Entry

link.

Yes Yes

Click the Browse

Category link.

Yes Yes

Randomly click the

Browse Sub-Categories

link under any of the

available categories.

Yes Yes

Log off. No. No


Table 55. Use case 4: Create service request with 6 questions and 2 field

mappings

Transaction

name


Create

Service

Request with

six questions

and two field

mappings


generator settings

No No


to the home page.

No No


link.

Yes Yes

In search bar, enter

simulation and click

magnifying glass icon.

Yes No

Click Request Now for

the SRD with mapping.

Yes Yes

Click Submit to create

the SR.

Yes Yes

Log off. No. No



66

Table 56. Use case 5: Create service request with 6 Questions and no mapping

Transaction

name


Create

Service

Request with

six questions

and no

mapping


generator settings

No No


to the home page.

No No

Click Request Entry

link.

Yes Yes

In the search bar, enter

simulation and click

magnifying glass icon.

Yes No

Click Request Now for

the SRD with no

mapping.

Yes Yes

Click Submit to create

the SR.

Yes Yes

Log off. No. No


Table 57. Use case 6: View Request Entry Popular Services link

Transaction

name


Popular

Services

Initialization Configure load generator

settings

No No

Transaction As an end-user, log on to

the home page.

No No


link.

Yes Yes

Click the Popular

Services link.

Yes Yes

Log off. No. No


Table 58. Use case 7: Search request entry by keyword

Transaction

name


Search

Request Entry


generator settings

No No


Transaction

name


By Keyword Transaction As an end-user, log on

to the home page.

No No

Click Request Entry

link.

Yes Yes

Randomly enter a

keyword in the format

―keyword#‖ where # is a

value from 1 to 10.

Yes Yes

Log off. No. No


Table 59. Use Case 8: View an existing service request

Transaction

name


View Service

Request


generator settings

No No


to the home page.

No No


link.

Yes Yes

Click the Submitted

Requests link.

Yes Yes

Randomly select an

entry form the results.

Yes Yes

Click Request Details. Yes Yes

In Request Details

dialog window, click the

Process View tab.

Yes Yes

Close the dialog

window.

Yes No

Log off. No. No


Appendix C: Product version numbers

68

Appendix C: Product version numbers

Table 60 lists version numbers for various components of BMC Remedy IT Service

Management, BMC Atrium CMDB, and BMC Atrium Core products:

Table 60. Product version numbers

Application type Version

BMC Remedy AR System 7.6.04 SP 1 configured in server group

BMC Remedy Mid Tier 7.6.04 SP 1 / Java 1.6.0_25 64-bit/ Tomcat 6

BMC Atrium CMDB 7.6.04 SP 1


Management

7.6.04 SP 1

BMC Service Request Management 7.6.04 SP 1

BMC Service Level Management 7.6.04 SP 1

BMC Knowledge Management 7.6.04 SP 1

BMC Atrium Discovery and

Dependency Mapping 8.3

Windows Version Windows Server 2008 R2 Enterprise 64bit

BMC Remedy AR System Database SQL Server Enterprise 2008 R2

Silk Performer client Windows XP

Appendix D: Product details used at Dell Solution Center

Appendix D: Product details used at Dell Solution

Center

Dell PowerEdge M610

The Dell PowerEdge M610 blade server helps cut operating expenses through energy

efficiency, product flexibility and efficient use of data center space.

Designed with your needs in mind, the M610 uses the Intel® Xeon® processor 5500 and

5600 series. These processors adapt to your software in real time, processing more tasks

simultaneously. Using Intel Turbo Boost Technology, the M-Series blades can increase

performance during peak usage periods. When demand decreases, Intel Intelligent Power

Technology helps reduce operating costs and energy usage by proactively putting your

server into lower power states.

The M610 delivers quick virtualization with software from leading industry vendors by

offering optional integrated SD storage or internal USB for embedded hypervisors, and

includes the features necessary to meet the demands for performance, high availability

and redundancy in modern data centers, such as a large memory capacity of up to 192 GB

of total RAM.

The M610 is designed with 50 percent more memory capacity than the previous

generation M600, a critical component to virtualization and database performance. As

your application needs increase, M610 blades allow you to scale up to 192 cores and

3072 GB of memory per 10U chassis, with opportunities for even greater capacities in the

future.

Dell PowerEdge M910

Ideal for virtualization workloads or core applications, the Dell PowerEdge M910 is a

four-socket, full-height blade server that offers an excellent blend of performance,

reliability and scalability in a high-density form factor.

Powerful - Up to four, 10-core Intel® Xeon® processors

Scalable - Up to 1TB of DDR3 RAM

Compact - Full-height blade form factor allows up to eight blades per 10U

enclosure


70

The PowerEdge M910 was designed to meet the needs of nearly any IT environment.

Built with Intel Xeon processors and advanced systems management capabilities, the

M910 is ideal for the demanding applications at the core of most data centers.

Dell FlexMem Bridge technology allows the M910 to seamlessly scale from 4GB to

512GB of DDR3 RAM in either two-socket or four-socket configurations. This patent

pending technology allows Dell to deliver a unique platform that can grow as your needs

dictate.

By delivering these capabilities in a blade server, Dell allows your organization to add

significant performance in an exceptionally energy efficient and easily managed form

factor. With 8 four-socket servers per 10U of rack space, the M910 offers more than three

times the density of traditional 4U rack-optimized four-socket servers.

Dell Equalogic PS6510E

The EqualLogic PS6510E with 48 3TB NL-SAS drives delivers great IOPs performance

and bandwidth with excellent cost per gigabyte

Highly available and reliable storage for capacity-demanding deployments

up to 2.3PB in a single SAN group

Virtualised scale-out architecture, ideal for server virtualisation and storage

consolidation

Increased throughput performance from 10GbE technology

Robust backup and recovery through application integration and automation

Scalable, self-managing storage that grows with your business

F5 BIG-IP 3600 Local Traffic Manager (LTM)

BIG-IP® Application Delivery Networking platforms can manage even the heaviest

traffic loads at both layer 4 and layer 7. By merging high performance switching fabric,

specialized hardware, and advanced software, F5 provides the flexibility to make in-

depth application decisions without introducing bottlenecks.


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