BMC Service Desk Express Performance Discussion

Size: px

Start display at page:

Download "BMC Service Desk Express Performance Discussion"

Barbra Hutchinson
6 years ago
Views:

1 BMC Service Desk Express Performance Discussion Tuning your BMC Service Desk Express Application to Full Potential Speaker: Hugo Herrera 9/2/2006

2 Introduction About the Speaker Objectives 2

3 Contents Performance on the BMC Service Desk Express (formerly Magic Service Desk) environment End-to-end Performance Areas Affected What we have done - We listened What s new in BMC Service Desk Express v9.0 Improvement details What you can do - Tuning Network Database Web Server Client PC BMC Service Desk Express Configuration Reporting performance issues to BMC How we can help you best The future Future enhancements to BMC Service Desk Express 3

4 9/2/2006 Factors affecting performance

5 End-to-end performance - Overview 5

6 End-to-end Performance - Flow 6

7 End-to-end Performance - Flow 7

8 End-to-end Performance - Flow 8

9 End-to-end performance The Client PC Hardware Script scanners 9

10 End-to-end performance The Client s Office LAN Contention HTTP/BMC Service Desk Express traffic prioritisation 10

11 End-to-end performance WAN segments Latency Packet Loss BMC Service Desk Express Traffic Prioritisation 11

12 End-to-end performance The Data Centre LAN Contention HTTP/BMC Service Desk Express traffic prioritisation 12

13 End-to-end performance The Application Server Hardware Configuration Virus/Script scanning 13

14 End-to-end performance The Database Server Hardware Disk Virus Scanner Database Setup 14

15 End-to-end Performance Typical Bottlenecks 15

16 End-to-end performance - Demo CLICK FOR DEMO 16

17 Areas Affected Top areas where users have reported Performance Problems Web Page Response Business Rule Processing Users connected over the WAN Quickviews Reports 17

18 9/2/2006 BMC Service Desk Express v9.0 Improvements We listened

19 SDE 9 Improvements BMC Service Desk Express 9.0 Performance Improvements Guide Published by BMC Service Desk Express QA/Development Team An overview of Performance Testing performed Side by Side Comparisons of previous versions 19

20 BMC Service Desk Express v9 Improvements - Under the Hood More efficient QuickViews engine Streamlined licensing mechanism Movement to Managed Code (Microsoft.NET Platform) Use of ASP.NET 20

21 BMC Service Desk Express v9 Improvements - Under the Hood Replacing use of ADO with OLEDB Clients. Reducing DB Calls by caching frequently used data. Reports functions improved 21

22 BMC Service Desk Express v9 Improvements - Under the Hood Reducing form data by increasing cached elements. Modularizing redundant operations 22

23 9/2/2006 BMC Service Desk Express Performance Tuning

24 Tuning - Overview Tuning your Application and Database Servers for Optimum Performance can be a tedious and time-consuming process Proceed with caution when changing server parameters and settings Track all of your changes Monitor your results thoroughly Always make a Backup of the BMC Service Desk Express Database and Application Server prior to making any change; always have a roll back plan in case of poor results 24

25 Tuning - Network LAN Contention WAN traffic prioritisation ISP Peering for WANs Packet Loss DNS and Router Configuration Tools: Ethereal NetMon CLICK FOR DEMO 25

26 Tuning - Database Health checks Long query scan Deadlock scan Server memory available to DB CPU usage Memory paging and swapping Tuning Indexes following long-query scans Report queries Virus Scanners CLICK FOR DEMO 26

27 Tuning Web Server Health checks CPU usage Memory paging and swapping Tuning IIS Content Expiry Use Load balancer Virus Scanners 27

28 Tuning Client PC Tuning Virus Scanners IE Caching 28

29 9/2/2006 Let us help you Reporting to BMC Support

30 Reporting Performance Issues to BMC Contact BMC Support with following information: What is the configuration of the implementation of your BMC Service Desk Express environment? For example: Number of physical servers hosting the Web Application or MBA Services? Physical layout of the servers / Network diagram if applicable. How many applications is the Web application server servicing? How many databases is the database server servicing? What is the Operating System, OS of the implementation? Server OS and patch level? Client OS and patch level? What version of BMC Service Desk Express is installed on each Web application server? Include release and patch set versions. What is the Browser Version used on the client? What is the network environment? Are both the application and database server on the same network segment? Are the performance issues with remote clients, WAN? Are the performance issues with local clients, LAN? Are the performance issues with both local and remote clients? Does this implementation have integrated authentication turned on? Packet capture Ethereal or NetMon Profiler trace 30

31 The Future Let s keep working together Share your successes and failures with us Report the results of your performance tuning efforts to BMC Support, so that we can better assist you with your performance needs going forward Working together, we can continue to drive future improvements 31

32 9/2/2006 THE END

SharePoint 2010 Technical Case Study: Microsoft SharePoint Server 2010 Enterprise Intranet Collaboration Environment

SharePoint 2010 Technical Case Study: Microsoft SharePoint Server 2010 Enterprise Intranet Collaboration Environment This document is provided as-is. Information and views expressed in this document, including