BMC Remedy OnDemand

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1 BMC Remedy OnDemand Bandwidth usage and latency benchmark results Page 1

2 TABLE OF CONTENTS Executive summary... 3 Test environment... 4 Scenarios... 5 Workload... 5 Data volume... 9 Results How response times were measured Response times for key transactions Appendix A: response times (overall) Appendix B: Resource utilization Appendix C: Scenario transaction steps and configuration settings BMC Remedy ITSM user scenarios and associated actions BMC Service Request Management user scenarios and associated actions Software component configuration settings Page 2

3 EXECUTIVE SUMMARY In today s competitive environment it is important for BMC customers to have Software as a Service (SaaS) as an option to address their IT service management requirements. BMC Remedy OnDemand is the solution for this demand. Key advantages of BMC Remedy OnDemand include: Reduced startup cost (avoids upfront license and infrastructure cost) Faster deployment time Minimum complexity (less time managing compatibility and upgrades) This white paper addresses network requirements, specifically bandwidth and latency, between the end user s client computer and the BMC Remedy Mid Tier server. It provides bandwidth usage and latency recommendations for BMC Remedy IT Service Management (BMC Remedy ITSM) and BMC Service Request Management applications. A series of tests were conducted in which the number of concurrent users, bandwidth, and latency were varied while capturing the impact on the transaction response times. A concurrent user is a user executing a specified number of transactions per hour. BMC Remedy ITSM concurrent users logged on once and completed a specified number of transactions for a business case before logging off. These users were logged on for the duration of the simulation. In contrast, BMC Service Request Management concurrent users logged on, completed one business transaction, and then logged off. These users were not logged on to the system for the entire duration of the simulation. A mix of approximately 60 percent BMC Service Request Management and 40 percent BMC Remedy ITSM concurrent users was used to simulate real-world usage. Table 3 on page 6 shows details about the number of transactions per hour for each business use case. Table 1 shows the maximum number of concurrent users supported for a given bandwidth (512 Kbps, T1, or Dual T1) without significantly impacting response times. For T3 bandwidth, up to 2,000 concurrent users were and a response-time comparison is provided in the Results section, starting on page 10. Although the response times for all transactions are provided in Appendix A," the data in the following table was compiled from 12 key transactions. (See the "Results" section for individual response times for these 12 key transactions). Table 1: response times with varying bandwidth and latency Number of concurrent users Bandwidth Latency 0 ms 50 ms 150 ms 300 ms Kbps < 2 sec < 3 sec < 4.5 sec < 8 sec 250 T1 < 2 sec < 3 sec < = 4 sec < 8 sec 750 Dual T1 < 2 sec < 4 sec < 5 sec < 8 sec 1000 T3 < 2.5 sec < 2 sec < 4.5 sec < 8 sec te: The response times listed in this document are captured from the Borland SilkPerformer product and do not include browser rendering time. Page 3

4 TEST ENVIRONMENT The following figure shows the architecture of the test environment, and Table 2 on page 5 provides the hardware specification. Web/Mid-Tier Server Environment CPU: 2 x 2.3 GHz RAM: 8 GB RPC RPC AR System Server CPU: 4 x 2.3 GHz RAM: 8 GB Database Server CPU: 32 Core 2 GHz RAM: 64 GB SAN Page 4

5 Table 2: Hardware specifications Tiers Specification VM (Y/N) Comments BMC Mid Tier (MT1, MT2) AR System server (AR1, AR2 configured in a server group) 2.3 GHz, 2 Cores, 8 GB RAM Microsoft Windows Server 2008 Enterprise 2.3 GHz, 4 Cores, 8 GB RAM Microsoft Windows Server 2008 Enterprise Database server 2 GHz, 32 Cores, 64 GB RAM Microsoft SQL Server 2008 Standard te: This computer was shared by multiple BMC Remedy OnDemand instances and other applications. Client computer x86, 1861 MHz, 4 Cores, 8 GB RAM Microsoft Windows 2003 R2 Enterprise Edition SCENARIOS The SoftPerfect Connection Emulator (SEC) was installed and configured on the Silk Performer computer to set the different latencies and bandwidths for the following test cases. End user response times were captured for key actions performed in BMC Remedy OnDemand according to the following scenarios: A. Simulating the workload of 50 concurrent users, with bandwidth set to 512 Kbps and latency set to 0 ms, 50 ms, 150 ms, and 300 ms B. Simulating the workload of 250 concurrent users, with bandwidth set to T1 and latency set to 0 ms, 50 ms, 150 ms, and 300 ms C. Simulating the workload of 750 concurrent users, with bandwidth set to Dual T1 and latency set to 0 ms, 50 ms, 150 ms, and 300 ms D. Simulating the workload of 1000 concurrent users, with bandwidth set to T3 and latency set to 0 ms, 50 ms, 150 ms, and 300 ms E. Simulating the workload of 2000 concurrent users, with bandwidth set to T3 and latency set to 0 ms BMC Remedy OnDemand defines a concurrent user as a user who executes a specified number of transactions per hour. BMC Remedy ITSM concurrent users logged on once and completed a specified number of transactions for a business case before logging off. These users were logged on for the duration of the simulation. In contrast, BMC Service Request Management concurrent users logged on, completed one business transaction, and then logged off. These users were not logged on to the system for the entire duration of the simulation. This simulates real world user behavior for both BMC Remedy ITSM and BMC Service Request Management. WORKLOAD For scenarios that required a workload simulation, a mixed workload was added to the system to simulate a common workload scenario for BMC Remedy OnDemand customers. The mixed workload consisted of the following: Workload from BMC Remedy ITSM users Workload from BMC Service Request Management users Workload from BMC Remedy Engine as a result of BMC Remedy ITSM and BMC Service Request Management workloads Workload from BMC Service Level Management as a result of BMC Remedy ITSM and BMC Service Request Management workloads Workload from the creation of ad hoc web reports Page 5

6 BMC defined a nominal workload for a typical BMC Remedy OnDemand (BMC Remedy ITSM and BMC Service Request Management) environment. The nominal workload was defined by the distributions of concurrent users and transaction rates among the test scenarios. This workload was used as the baseline for benchmarking the performance and scalability of the BMC Remedy solutions consistently over time. The workload from BMC Service Level Management and Engine were based on the BMC Remedy ITSM and BMC Service Request Management workloads. BMC Service Level Management targets and milestones were triggered based on specific ITSM terms and conditions. s were created based on BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management workloads. minal BMC Remedy ITSM and BMC Service Request Management workload distribution Total workload was split into 30 percent for BMC Remedy ITSM and 70 percent for BMC Service Request Management. Details are displayed in Table 3. Table 3: minal workload distribution for BMC Remedy ITSM and BMC Service Request Management BMC Remedy ITSM scenarios Percentage of total concurrent users rate (per user per hour) Search Incident By ID 1.6% 10 Search Incident By Customer 1.6% 10 Create Incident CI Redisplay Current 4.6% 3 Create Incident With CI Redisplay Current 4.6% 3 Modify Incident to Resolve 7% 6 Create Change with Service CI 1.6% 2 Search Change by ID 1.6% 3 Approve Change 1.6% 1 Create Ad Hoc Web Report and Run It 5.6% 2 Run Incident Count By Product Categorization Web Report 5.6% 2 Run Asset Print Web Report 5.6% 2 BMC Service Request Management scenarios Percentage of total concurrent users rate (per user per hour) Add Activity Log 2% 6 View Services in Category 6.7% 7 Browse Sub Category 4.7% 7 Create Service Request with 6 questions mapped to 2 fields Create Service Request with 6 questions, no mapping 7.7% 6 7.7% 6 View Service Request 2% 6 View Quick Picks 11.7% 7 Search by Keyword 11.7% 6 Run Service Requests by Location Web Report 5.6% 2 Complete scenario steps can be found in Appendix C. Page 6

7 Table 4 lists the projected number of executions after one hour for the nominal BMC Remedy ITSM and BMC Service Request Management workload with 50, 250, 750, 1000 and 2,000 concurrent users. Table 4: Projected data after 1 hour of simulation of nominal workload for 50, 250, 750, 1000 and 2,000 concurrent users BMC Remedy ITSM scenarios Projected executions for N total concurrent users ,000 Search Incident By ID Search Incident By Customer Create Incident CI Redisplay Current Create Incident With CI Redisplay Current Modify Incident to Resolve Create Change with Service CI Search Change by ID Approve Change Create Ad Hoc Web Report and Run It Run Incident Count By Product Categorization Web Report Run Asset Print Web Report BMC Service Request Management scenarios Projected executions for N total concurrent users ,000 Add Activity Log View Services in Category Browse Sub Category Create Service Request with 6 questions mapped to 2 fields Create Service Request with 6 questions, no mapping View Service Request View Quick Picks Search by Keyword Run Service Requests by Location Web Report Page 7

8 BMC Service Level Management (BMC SLM) and Engine workload distribution notifications are sent when an incident is created or modified, when a service request is created, and when an SLM milestone is not met. SLM targets are also triggered on the same conditions. Table 5 lists the number of messages generated and SLM targets matched for each incident creation, incident modification, and service request creation. This workload is done automatically in the AR System server. Table 5: Engine and BMC Service Level Management executions Scenario count per entry BMC SLM target count per entry Create Incident Modify Incident Create Service Request 1 1 Ad-hoc web reports created During each simulation, the following number of ad-hoc web reports was created: 50 concurrent users 6 reports 250 concurrent users 28 reports 750 concurrent users 84 reports 1,000 concurrent users 112 reports 2,000 concurrent users 224 reports After the one-hour simulation, the actual entries created were collected. Table 6 lists the counts. Table 6: Actual entries created during the simulations Actual entries created by N users workload with bandwidth shown and latency 0 ms (During entire hour) Type of entry 50 users 512 Kbps 250 users T1 750 users Dual T1 1,000 users T3 2,000 users T3 Incidents by support Incidents by SR ,700 SR ,700 from BMC SLM ,250 2,834 4,200 from Create Incidents tification ,366 from Modify Incidents tification ,249 2,595 Changes Created Web Reports (Adhoc) Created Appendix B contains CPU and memory resource utilization information for both loads. Page 8

9 DATA VOLUME Table 7 summarizes the foundation data and application data inserted into the BMC Remedy AR System database prior to starting the tests. Table 7: Data volume of BMC Remedy ITSM, BMC Service Request Management, and BMC Knowledge Management applications Application Description Number of entries BMC Service Request Management Application Object Template (AOT) 20 Process Definition Template (PDT) 35 Navigational Category 500 Levels 10 Service Request Definition (SRD) 40 Entitlement Rules 40 Matching Entitlement Rule per person 6-10 SRD for create SR 6 question map to 2 Incident Fields 1 SRD for create SR 6 question no mapping 1 Existing service requests for volume 250,000 BMC Incident Management Incidents 250,000 BMC Change Management Change Requests 50,000 BMC Atrium Core and Foundation Data BMC Knowledge Management Companies 30 Sites 210 Organizations 60 Support Groups 10 Total End Users 60 Total Support Users 5,000 Support Functional Roles 3,000 People Permission Groups 12,000 CIs 36,000 Business Service CIs 250,000 Assignment Configuration 500 Service Targets 350 CIs attached to end user 304 Problems 50,000 BMC Knowledge Management articles 5,000 External Small PDF Documents 120 KB 40,000 External Large PDF Documents 1 MB 5,000 Page 9

10 RESULTS HOW RESPONSE TIMES WERE MEASURED The response times listed in this document are Silk Performer timings, which does not include browser rendering time. SoftPerfect Connection Emulator was installed on the Silk Performer computer to vary the latency and bandwidth for the load testing. RESPONSE TIMES FOR KEY TRANSACTIONS A. 512 Kbps bandwidth with varying latency Page 10

11 B. T1 bandwidth with varying latency Page 11

12 C. Dual T1 bandwidth with varying latency Page 12

13 D. T3 bandwidth with varying latency Page 13

14 E. T3 bandwidth with varying load Page 14

15 APPENDIX A: TRANSACTION RESPONSE TIMES (OVERALL) The following tables contain the overall transaction response times for different scenarios. Table A: name Simulate 50 users workload with bandwidth 512 Kbps and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Approve Change Ticket Click on Activity Log: Add Button Click on Browse Catalog Click on Browse Subcategories Click on Simulation SRD 1 With Mapping Click on View process tab Click Request Details Button Click Simulation SRD2 With Mapping Close Request Details Window Create Incident With Service and Action Create Incident With Service and Redisplay Current Create Web Report Get Customer Info Get Submitted Requests Go to Next Stage in Change Process Flow Login Open and Select Service Menu Open Approval Central Open Asset Management Console Open Change in New Mode Open Change Management Console Open Change Search Mode Open Incident Management Console Open Incident New Mode Open Incident Search Mode Open Report Console Open Report Editor Open Request Entry Console Open Service Request Catalog Console Page 15

16 name Simulate 50 users workload with bandwidth 512 Kbps and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Open Task Dialog Open Urgency Menu Preview New Report Refresh Change Console Refresh Incident Console Relate Task to Change Run Asset Print Report Run Incident Counts by Product Categorization Report Run Service Requests by Location Report Save Initiate Change Search by Keyword Search by Simulation Search By Username Search Change By ID Search Incident By ID Select a Record Select Assigned Entry Show Incident ID Search Entry Show Username Search Entry Submit - 6 Question without Mapping Submit-6 Question with 2 field Mapping Update Incident to In Progress Update Incident to Resolve View Incident View Popular Services View Service Categories Table B: name Simulate 250 users workload with bandwidth T1 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Approve Change Ticket Click on Activity Log: Add Button Page 16

17 name Simulate 250 users workload with bandwidth T1 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Click on Browse Catalog Click on Browse Subcategories Click on Simulation SRD 1 With Mapping Click on View process tab Click Request Details Button Click Simulation SRD2 With Mapping Close Request Details Window Create Incident With Service and Action Create Incident With Service and Redisplay Current Create Web Report Get Customer Info Get Submitted Requests Go to Next Stage in Change Process Flow Login Open and Select Service Menu Open Approval Central Open Asset Management Console Open Change in New Mode Open Change Management Console Open Change Search Mode Open Incident Management Console Open Incident New Mode Open Incident Search Mode Open Report Console Open Report Editor Open Request Entry Console Open Service Request Catalog Console Open Task Dialog Open Urgency Menu Preview New Report Refresh Change Console Refresh Incident Console Relate Task to Change Run Asset Print Report Page 17

18 name Simulate 250 users workload with bandwidth T1 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Run Incident Counts by Product Categorization Report Run Service Requests by Location Report Save Initiate Change Search by Keyword Search by Simulation Search By Username Search Change By ID Search Incident By ID Select a Record Select Assigned Entry Show Incident ID Search Entry Show Username Search Entry Submit - 6 Question without Mapping Submit-6 Question with 2 field Mapping Update Incident to In Progress Update Incident to Resolve View Incident View Popular Services View Service Categories Table C: name Simulate 750 users workload with bandwidth Dual T1 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Approve Change Ticket Click on Activity Log: Add Button Click on Browse Catalog Click on Browse Subcategories Click on Simulation SRD 1 With Mapping Click on View process tab Click Request Details Button Click Simulation SRD2 With Mapping Close Request Details Window Page 18

19 name Simulate 750 users workload with bandwidth Dual T1 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Create Incident With Service and Action Create Incident With Service and Redisplay Current Create Web Report Get Customer Info Get Submitted Requests Go to Next Stage in Change Process Flow Login Open and Select Service Menu Open Approval Central Open Asset Management Console Open Change in New Mode Open Change Management Console Open Change Search Mode Open Incident Management Console Open Incident New Mode Open Incident Search Mode Open Report Console Open Report Editor Open Request Entry Console Open Service Request Catalog Console Open Task Dialog Open Urgency Menu Preview New Report Refresh Change Console Refresh Incident Console Relate Task to Change Run Asset Print Report Run Incident Counts by Product Categorization Report Run Service Requests by Location Report Save Initiate Change Search by Keyword Search by Simulation Search By Username Page 19

20 name Simulate 750 users workload with bandwidth Dual T1 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Search Change By ID Search Incident By ID Select a Record Select Assigned Entry Show Incident ID Search Entry Show Username Search Entry Submit - 6 Question without Mapping Submit-6 Question with 2 field Mapping Update Incident to In Progress Update Incident to Resolve View Incident View Popular Services View Service Categories Table D: name Simulate 1000 users workload with bandwidth T3 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Approve Change Ticket Click on Activity Log: Add Button Click on Browse Catalog Click on Browse Subcategories Click on Simulation SRD 1 With Mapping Click on View process tab Click Request Details Button Click Simulation SRD2 With Mapping Close Request Details Window Create Incident With Service and Action Create Incident With Service and Redisplay Current Create Web Report Get Customer Info Get Submitted Requests Go to Next Stage in Change Process Flow Page 20

21 name Simulate 1000 users workload with bandwidth T3 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Login Open and Select Service Menu Open Approval Central Open Asset Management Console Open Change in New Mode Open Change Management Console Open Change Search Mode Open Incident Management Console Open Incident New Mode Open Incident Search Mode Open Report Console Open Report Editor Open Request Entry Console Open Service Request Catalog Console Open Task Dialog Open Urgency Menu Preview New Report Refresh Change Console Refresh Incident Console Relate Task to Change Run Asset Print Report Run Incident Counts by Product Categorization Report Run Service Requests by Location Report Save Initiate Change Search by Keyword Search by Simulation Search By Username Search Change By ID Search Incident By ID Select a Record Select Assigned Entry Show Incident ID Search Entry Show Username Search Entry Submit - 6 Question without Mapping Page 21

22 name Simulate 1000 users workload with bandwidth T3 and latency N (Response times in seconds) 0 ms 50 ms 150 ms 300 ms Submit-6 Question with 2 field Mapping Update Incident to In Progress Update Incident to Resolve View Incident View Popular Services View Service Categories Table E: name Simulate N users workload with bandwidth T3 and latency 0 ms (Response times in seconds) 1,000 users 2,000 users Approve Change Ticket Click on Activity Log: Add Button Click on Browse Catalog Click on Browse Subcategories Click on Simulation SRD 1 With Mapping Click on View process tab Click Request Details Button Click Simulation SRD2 With Mapping Close Request Details Window Create Incident With Service and Action Create Incident With Service and Redisplay Current Create Web Report Get Customer Info Get Submitted Requests Go to Next Stage in Change Process Flow Login Open and Select Service Menu Open Approval Central Open Asset Management Console Open Change in New Mode Open Change Management Console Open Change Search Mode Page 22

23 name Simulate N users workload with bandwidth T3 and latency 0 ms (Response times in seconds) 1,000 users 2,000 users Open Incident Management Console Open Incident New Mode Open Incident Search Mode Open Report Console Open Report Editor Open Request Entry Console Open Service Request Catalog Console Open Task Dialog Open Urgency Menu Preview New Report Refresh Change Console Refresh Incident Console Relate Task to Change Run Asset Print Report Run Incident Counts by Product Categorization Report Run Service Requests by Location Report Save Initiate Change Search by Keyword Search by Simulation Search By Username Search Change By ID Search Incident By ID Select a Record Select Assigned Entry Show Incident ID Search Entry Show Username Search Entry Submit - 6 Question without Mapping Submit-6 Question with 2 field Mapping Update Incident to In Progress Update Incident to Resolve View Incident View Popular Services View Service Categories Page 23

24 APPENDIX B: RESOURCE UTILIZATION The following charts show CPU and memory utilization for different scenarios. Figure 1: CPU utilization when simulating 50 concurrent users Figure 2: CPU utilization when simulating 250 concurrent users Page 24

25 Figure 3: CPU utilization when simulating 750 concurrent users Figure 4: CPU utilization when simulating 1,000 concurrent users Page 25

26 Figure 5: CPU utilization when simulating 1,000 and 2,000 concurrent users Figure 6: Memory utilization when simulating 50 concurrent users Page 26

27 Figure 7: Memory utilization when simulating 250 concurrent users Figure 8: Memory utilization when simulating 750 concurrent users Page 27

28 Figure 9: Memory utilization when simulating 1,000 concurrent users Figure 10: Memory utilization when simulating 1,000 and 2,000 concurrent users Page 28

29 APPENDIX C: SCENARIO TRANSACTION STEPS AND CONFIGURATION SETTINGS This section describes the automated transaction steps for each BMC Remedy ITSM and BMC Service Request Management scenario. BMC REMEDY ITSM USER SCENARIOS AND ASSOCIATED ACTIONS The following tables show the actions for each BMC Remedy ITSM scenario. Use case 1: Search incident by ID name Phase name steps Repeat? Timed? Search incident by ID Initialization Configure load generator settings As a support user, log on to homepage Click on Incident Management Console Click Search Incident Enter an ID in the Incident ID+ field Click Search Log out End Close any open files Page 29

30 Use case 2: Search incident by Customer Name name Phase name steps Repeat? Timed? Search incident by Customer Name Initialization Configure load generator settings As a support user, log on to the homepage Click on Incident Management Console Click Search Incident Enter customer name in the Customer field and press Enter key Click Search Log out End Close any open files Page 30

31 Use case 3: Create incidents with related service CI, and Modify request after Submit name Phase name steps Repeat? Timed? Create incidents with related CI, and Modify request after Submit Initialization Configure load generator settings As a support user, log on to the homepage Click on Incident Management Console Click New Incident Enter the first name of a customer in the Customer field and press Enter key Enter summary and notes Open the Service menu and select Open Impact menu and select Open Urgency menu and select Click Submit Log out End Close any open files Page 31

32 Use case 4: Create Incidents with Service CI related with New Request after Submit name Phase name steps Repeat? Timed? Create Incidents with Service CI related with New Request after Submit Initialization Configure load generator settings As a support user, log on to the homepage Click on Incident Management Console Click New Incident Enter the first name of a customer in the Customer field and press Enter Enter summary and notes. Open the Service menu and select. Open Impact menu and select Open Urgency menu and select Click Submit Log out End Close any open files Page 32

33 Use case 5: Update incident to Resolved status name Phase name steps Repeat? Timed? Update Incident Resolved Status Initialization Configure load generator settings As a support user, log on to the homepage Click on Incident Management Console Select an entry from the incident table and click View button The Incident form opens with the chosen entry. Change Status field to In Progress. Save. Change Status field to Resolved. Open Status Reason menu and select Further Action Required. Enter some text in the Resolution field. Click Save Log out End Close any open files Page 33

34 Use case 6: Create change with CI and task name Phase name steps Repeat? Timed? Create Change with CI and Task Initialization Configure load generator settings As a support change user, login to the homepage Click Change Management Console Click New Change Enter Summary text In the Service CI menu, click and select a value Go to Dates tab Open the Scheduled Start Date calendar and select a future date Open the Scheduled End Date calendar and select a future date that is 1 day more than scheduled start date Go to Task tab. Request Type menu should be on Ad Hoc. Click Relate button. In Create Task dialog, enter name, summary, and notes values Click Save in the Create Task dialog In the Process Flow Status Initiate, choose Next Stage The Change Initialization Dialog opens. Click Save. Log out End Close any open files Page 34

35 Use case 7: Search change by ID name Phase name steps Repeat? Timed? Search Change by ID Initialization Configure load generator settings As a support change user, log on to the homepage Click Change Management Console Open the Change form in Search mode Randomly enter a Change entry ID and click Search Log out End Close any open files Use case 8: Approve change name Phase name steps Repeat? Timed? Approve Change Initialization Configure load generator settings As a support change user, log on to the homepage Choose Quick Links > Approval Central First entry is auto selected. Click Approve Close Approval Central form Log out End Close any open files Page 35

36 Use case 9a: BMC Knowledge Management Search and View Incident name Phase name steps Repeat? Timed? BMC Knowledge Management Search and View Incident Initialization Configure load generator settings Click on Incident Management Console. Click Search Incident. Enter an ID in the Incident ID+ field Click Search Choose Links > Search Knowledge Base In BMC Knowledge Management Advanced Search, clear all settings and verify the Incidents option under sources. Enter the search text filler without quotes in the Include All of These Words text field and click Search. Click on an entry from the results to view the details Close the View Details window Close BMC Knowledge Management window Log out End Close any open files Page 36

37 Use case 9b: BMC Knowledge Management Search and View Articles name Phase name steps Repeat? Timed? BMC Knowledge Management Search and View Articles Initialization Configure load generator settings Click on Incident Management Console Click Search Incident Enter an ID in the Incident ID+ field. Click Search Choose Links > Search Knowledge Base In BMC Knowledge Management Advanced Search, clear all settings and select the How To option under sources. Enter the search string Load Test in the Include All of These Words text field. Click Search. Click on an entry in the results list to view the details Close the view details window Close BMC Knowledge Management window Log out End Close any open files Page 37

38 Use case 9c: BMC Knowledge Management Search and View Problems name Phase name steps Repeat? Timed? BMC Knowledge Management Search and View Problems Initialization Configure load generator settings Click on Incident Management Console Click Search Incident Enter an ID in the Incident ID+ field Click Search Choose Links > Search Knowledge Base In BMC Knowledge Management Advanced Search, clear all settings and select Problems Investigation under sources. Enter the value notes without quotes in Include All of These Words text field. Click Search. Click on an entry from results to view the details Close the view details window Close BMC Knowledge Management window Log out End Close any open files Page 38

39 Use case 9d: BMC Knowledge Management Search and View Small PDF name Phase name steps Repeat? Timed? BMC Knowledge Management Search and View Small PDF External Doc Initialization Configure load generator settings Click on Incident Management Console Click Search Incident Enter an ID in the Incident ID+ field Click Search Choose Links > Search Knowledge Base In BMC Knowledge Management Advanced Search, clear all settings and select the External Files option under Sources. Enter the search string smallpdf_% in Include All of These Words text field. Click Search. Click on an entry from results to view the details Close the view details window Close BMC Knowledge Management window Log out End Close any open files Page 39

40 Use case 9e: BMC Knowledge Management Search and View Big PDF name Phase name steps Repeat? Timed? BMC Knowledge Management Search and View Big PDF External Doc Initialization Configure load generator settings Click on Incident Management Console Click Search Incident Enter an ID in the Incident ID+ field Click Search Choose Links > Search Knowledge Base In BMC Knowledge Management Advanced Search, clear all settings and check the External Files option under Source. Enter the search string bigpdf_% in Include All of These Words text field. Click Search. Click on an entry in the results list to view the details Close the View Details window Close BMC Knowledge Management window Log out End Close any open files Page 40

41 Use case 10: Create Ad Hoc Report name Create Ad Hoc Report Phase name steps Repeat? Timed? Initialization Configure load generator settings As a support change user, log on to the homepage Choose Quick Links > AR Report Console In Report Console, Click New In New Report Window, choose Form value HPD:Help Desk and use a unique name for Report Name. Keep the default checkboxes selected. Click OK. In Report Designer s Filter By section, click the Advanced and add the qualification 'First Name+' = "0501-Test" in the bottom text box. Click Save. Click Preview Log out End Close any open files Page 41

42 Use case 11: Run Incident Product Catalog Report name Phase name steps Repeat? Timed? Run Incident Product Catalog Report Initialization Configure load generator settings As a support user, log on to the homepage Click on Incident Management Console Click Reports In Report Console, choose Category menu value Incidents > Open Incidents > Count by Product Categorization Click Run Log out. End Close any open files Use case 12: Run Asset Print Report name Phase name steps Repeat? Timed? Run Asset Print Report Initialization Configure load generator settings As a support user, log on to the homepage Click on Asset Management Console Randomly select an entry. Click Print. Close Report Viewer Log out. End Close any open files Page 42

43 BMC SERVICE REQUEST MANAGEMENT USER SCENARIOS AND ASSOCIATED ACTIONS The following tables show the actions for each BMC Service Request Management scenario. Use case 1: Add Activity Log Entry to Existing Service Request name Phase name steps Repeat? Timed? Add Activity Log Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry Click Open Requests Randomly select an entry from the results Type some text in the tes field. Click Add. Log out. End Close any open files Use case 2: View Services in a Category name Phase name steps Repeat? Timed? View Services in Category Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry Click Browse Category Randomly click on any of the available category links Log out. End Close any open files Page 43

44 Use case 3: Browse a Sub Service Category name Phase name steps Repeat? Timed? Browse Sub Category Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry Click Browse Category Randomly click a Browse Sub-Categories under any of the available categories. Log out. End Close any open files Use case 4: Create Service Request with 6 Questions and 2 Field Mappings name Phase name steps Repeat? Timed? Create Service Request with 6 Questions and 2 Field Mappings Initialization As an end user, log on to the homepage Click Request Entry In search bar, enter simulation and click magnifying glass icon Click Request w for the SRD with mapping Click Submit button to create the Service Request Log out As an end user, log on to the homepage. End Close any open files Page 44

45 Use case 5: Create Service Request with 6 Questions and Mapping name Phase name steps Repeat? Timed? Create Service Request with 6 Questions and Mapping Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry In search bar, enter simulation and click magnifying glass icon Click Request w for the service request definition (SRD) with no mapping Click Submit button to create the Service Request Log out. End Close any open files Use case 6: View Request Entry Popular Services Hyperlink name Phase name steps Repeat? Timed? Popular Services Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry Click Popular Services Log out. End Close any open files Page 45

46 Use case 7: Search Request Entry by Keyword name Phase name steps Repeat? Timed? Search Request Entry By Keyword Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry Randomly enter a keyword with the value keyword# where # is a number from 1 to 10 Log out. End Close any open files Use case 8: View an Existing Service Request name Phase name steps Repeat? Timed? View Service Request Initialization Configure load generator settings As an end user, log on to the homepage Click Request Entry Click Submitted Requests Randomly select an entry form the results Click Request Details button In Request Details dialog box, click Process View tab Close the dialog box Log out. End Close any open files Page 46

47 Use case 9: Run Service Request Location Report name Phase name steps Repeat? Timed? Run Service Request Location Report Initialization Configure load generator settings As a support user, log on to the homepage Click Service Catalog Manager console Choose Functions > Reports In Reporting Console, select the entry with report name of Service Requests by Location. Click Run. te: In the dialog box, choose any Company# and a start/end date in which there is some data. Log out. End Close any open files Page 47

48 SOFTWARE COMPONENT CONFIGURATION SETTINGS The following tables show the BMC Remedy Mid Tier and AR System server settings. BMC Remedy Mid Tier configuration settings Setting Value Configuration parameter and value Definition change check interval Pooling max total connections Resource check interval 86,400 seconds arsystem.cache_update_interval= (default) arsystem.pooling_max_connections_per_server=150 86,400 seconds arsystem.resource_expiry_interval=86400 Cache persistence Enable arsystem.ehcache.diskpersistent=true arsystem.ehcache.overflowtodisktemp=false Pre-fetch forms Enable Change contents of XML. Refer to Mid-Tier Guide document for detailed steps on what to change. Log setting for log level Severe arsystem.log_level=severe Form expiration 86,400 seconds arsystem.formhtmljs_expiry_interval=86400 JVM heap min and max heap size 1.4 GB Windows: UNIX: Name: JvmMs Type: REG_DWORD Data: (decimal) 1200 Name: JvmMx Type: REG_DWORD Data: (decimal) 1200 JAVA_OPTS=-Xms1400m Xmx1400m Tomcat max threads 600 Look for your web server s connector port number. Default is Each connector has the maxthreads parameter. Tomcat accept count <Connector URIEncoding="UTF-8" acceptcount="500" connectiontimeout="20000" disableuploadtimeout="true" enablelookups="false" maxhttpheadersize="8192" maxsparethreads="100" maxthreads="600" minsparethreads="50" port="8080" redirectport="8443"/> 500 Look for your web server s connector port number. Default is Each connector has the acceptcount parameter. <Connector URIEncoding="UTF-8" acceptcount="500" connectiontimeout="20000" disableuploadtimeout="true" enablelookups="false" maxhttpheadersize="8192" maxsparethreads="100" maxthreads="600" minsparethreads="50" port="8080" redirectport="8443"/> Page 48

49 AR System server settings Setting Value Configuration parameter and value Delay recache time 5 minutes (300 seconds) Delay-Recache-Time: 300 Maximum entries per query 2,000 Max-Entries-Per-Query: 2000 Next Id block size 100 Next-ID-Block-Size: 100 Server-side table chunk size 1,000 Server-Side-Table-Chunk-Size: 1000 Unqualified searches Uncheck Allow-Unqual-Queries: F Development cache mode Uncheck Cache-Mode: 0 Turn off all logging Uncheck Logging (API/SQL/Filter) along with other logging Debug-mode: 0 Submitter mode Locked Submitter-Mode: 1 Full Text Search threshold 10,000 Full-Text-Search-Threshold: AR System server thread settings Queue number Purpose Number of threads (Minimum/Maximum) Private-RPC-Socket: Alert Queue 1 Private-RPC-Socket: Escalation Queue 3 Private-RPC-Socket: Fast Queue 8/20 Private-RPC-Socket: Loopback Socket Queue 4 Private-RPC-Socket: List queue 8/20 Private-RPC-Socket: CAI Thread 12 Page 49

50 Business runs on IT. IT runs on BMC Software. Business thrives when IT runs smarter, faster and stronger. That s why the most demanding IT organizations in the world rely on BMC Software across distributed, mainframe, virtual and cloud environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended March 31, 2011, BMC revenue was approximately $2.1 billion. Visit for more information. Copyright 2012 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. UNIX is the registered trademark of The Open Group in the U.S. and other countries. *249903* Page 50

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