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1 Sostenuto 4.9 Hardware and Software Configuration Guide Date: September 2014 Page 1 of 13

2 All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, or stored in any retrieval system of any nature without the prior written permission of Sunrise Software Limited, except for permitted fair dealing under the Copyright, Designs and Patents Act Sunrise Software Limited, Sostenuto is a registered trade mark of Sunrise Software Limited. Sunrise Software Limited does not assume or accept any liability for any loss or damage of any kind to any person that may arise as a result of that person (or any other person) using this document or acting or refraining from action in reliance on any information (including expressions of opinion) contained in this document. This limitation/exclusion of liability does not apply in the case of death or personal injury caused by negligence on the part of Sunrise Software Limited, or to the extent (if any) that a limitations and/or exclusion in these terms is not permitted under applicable law. Sunrise 50 Barwell Business Park Leatherhead Road Chessington Surrey KT9 2NY United Kingdom Visit us at Enquiries e: t: +44(0) Page 2 of 13

3 C O N T E N T S Introduction 4 Sostenuto 4.9 Software Requirements 5 Desktop Browser Compatibility Matrix 5 Server Hardware Requirements 6 Virtual Server Requirements 6 Desktop Client Hardware Requirements 6 Sunrise Mobile Requirements 7 Configuration Options 8 Single Sostenuto Deployment 8 Dual Deployment 9 Load-balanced Configuration 10 Web Services and Chameleon/Iguana/ Mobile Deployment 11 Reporting Options 12 Java Applet Interface 12 Reporting Requirements 12 HTML5 Interface 12 Appendix 13 Prerequisites 13 Known Environmental Limitations 13 Page 3 of 13

4 Introduction This document provides information on the hardware and software configuration for Sostenuto in various types of deployment. As a server-based product, Sostenuto can be deployed in multiple virtual machines across one or more servers to create a load-balanced environment. The number of servers depends mainly on the software options required, the desired performance and the number of concurrent users to be supported. Sostenuto 4.9 offers users an HTML5 Interface and a Java Interface. The HTML5 Interface is a CSS/HTML5 Web application. The Java interface uses a Java applet and provides all Sostenuto s administrative and configuration functions. NOTE: This document contains references to Sunrise and Sostenuto. Sunrise is the name of the product that you log into, i.e. Sunrise ITSM; however, the platform on which it operates is Sostenuto. The first sections of this document present common deployment options for Sostenuto; this is complemented in later sections by recommended Chameleon and Web Service deployments and various additional options that can be supported (such as for Microsoft SQL Reporting Services, etc.). A Sostenuto installation has the following elements and options: Web/application server Sostenuto Application Sunrise User interface (Java applet or HTML5 Web interface) Mail Processor (optional, for handling inbound only) Additional web interfaces such as Chameleon, Iguana and Mobile. Page 4 of 13

5 Sostenuto 4.9 Software Requirements Sostenuto 4.9 is configured to work with the following environmental software components. Please consider the details within this document and contact Sunrise if you have any questions. Database Server Microsoft SQL Server 2005, 2008, 2008 R2, 2012, 2014 Server Operating System Microsoft Windows Server 2003, 2008, 2008 R2, 2012 Client Workstation Operating System Java (Client) Windows XP, Windows Vista, Windows 7, Windows 8. Java (Server) Java Development Kit 7u65. Mac OS Lion and Mountain Lion and ipads for HTML5 Interface (see page 7). Java Runtime Environment 7u65 or Java Runtime Environment 8u11 (not required for the HTML5 browser Interface, only for the administrative functions within the Java applet) Apache Tomcat Application Server Apache HTTP Server for load balancing or DMZ deployment 7.0.x 2.2 Microsoft Internet Explorer 8 (see Caveats below),9,10, 11 Microsoft Internet Explorer 7, 8, 9, 10, 11 for Iguana and Chameleon Browser Mozilla Firefox Adobe Reader 10+ Google Chrome Safari (for HTML5 web interface only) SQL Reporting Services Browser Plug-ins (Client) Mail Processor Microsoft SQL Server Reporting Services 2005, 2008, 2008 R2, 2012, 2014 Adobe Flash Player (Iguana only) JavaScript (Iguana and HTML5 Browser Interface only) Microsoft Exchange 2010, 2013 Microsoft Office365 hmail Server Any POP/IMAP compatible server for receiving s Any SMTP compatible servers for sending s Caveats Ensure that your browser s popup blocker is set OFF before using Sostenuto 4.9. Operations that cause a new window or browser tab to open, such as Launch URL Operations, will not work if popups are blocked Older browsers such as IE8 do not fully support HTML5 and CSS3 standards, which may cause some cosmetic or functional issues when using the new HTML5 user interface. Sunrise recommend using more modern browsers with the new HTML5 user interface, although endeavour to keep IE8 related issues to a minimum. IE8 is fully supported for use with the Java interface, as well as Chameleon or Iguana web interfaces. Desktop Browser Compatibility Matrix The matrix below shows the browsers that are compatible with each element of Sunrise. App/Browser IE7 IE8 IE9 IE10 IE11 Chrome Firefox Safari Android Blackberry Java Interface HTML5 Interface Chameleon Iguana Mobile Page 5 of 13

6 Server Hardware Requirements Recommended minimum hardware: No. of Concurrent Users Web/Application Server Database Server #CPUs #Cores RAM HDD #CPUs #Cores RAM HDD GB 74 GB GB 74 GB GB 74 GB GB 74 GB GB 74 GB GB 74 GB Smaller implementations (typically less than 25 concurrent users) can be accommodated upon a combined Database and Web/Application server, in which case an 8-core server is recommended. Exceeding the above specification for CPUs, cores and available RAM will lead to improved response times and is recommended where practical. Virtual Server Requirements ESX must run as the Native VMWare (primary) environment, under which the Windows Server environment is installed. VMWare is specifically excluded from running under Windows. Other environments may be installed after evaluation of the proposed physical and logical environments. Virtualisation Software Requirements Microsoft Windows Server. Virtualisation Hardware Requirements 4 vcpus Minimum 74 GB disk space available internally or in SAN. The minimum client workstation running the standard Java interface configuration is detailed below. Desktop Client Hardware Requirements Recommended minimum hardware: Users Minimum 1.8 GHz processor, 1.8 GHz Dual Core processor or higher recommended Administrators Minimum 1.8 GHz processor, 1.8 GHz Dual Core processor or higher recommended Minimum 1 GB RAM, 2 GB RAM or higher recommended Minimum 1 GB of available disk space Minimum 2 GB RAM, 4 GB RAM recommended Minimum 2 GB of available disk space Page 6 of 13

7 Sunrise Mobile Requirements Sunrise Mobile is a web application and as such is accessible across multiple mobile devices and browsers. The functionality within Sunrise Mobile has been tuned to offer the best support on the following mobile devices and browsers: Devices Android Handset (Galaxy/HTC) iphone 3GS iphone 4 iphone 4S iphone 5 Browsers Native Safari ipad, ipad2, ipad3, ipad4, ipad Mini Blackberry Torch Blackberry Curve Blackberry Playbook HTC Desire S (Android) Galaxy S (Android) Windows 8 Phone Native Blackberry Browser Firefox Chrome Android Built-in Browser Internet Explorer Page 7 of 13

8 Configuration Options Sostenuto s load-balancing and fault tolerance features create additional scalability and resilience in the deployment architecture, and to reduce the risk of downtime for on-premises and SaaS customers. Sostenuto s scalability enables customers to support larger quantities of users by adding more instances of Sostenuto against a single database. Using an Apache HTTP server in some of the configurations offers the following features: URL redirect Single Sign On Load Balancing Possible scenarios are discussed in the next few pages, showing which of the above features they support. SSL may be configured in all these scenarios for installations, because it can be configured at the level of the HTTP Server or the Tomcat server. Single Sostenuto Deployment The simplest deployment of Sostenuto is shown below. It implies that there is one server machine on which all software options are installed, combining the Web/Application and database functions. User User Apache Tomcat Server 1 Sostenuto Sostenuto Database Figure 1: 1-tier server deployment In this deployment option there is one instance of Sostenuto in one Apache Tomcat server, using one Sostenuto database. This option is recommended for on premise customers supporting 25 users and below. Page 8 of 13

9 In order to use SSO, you must also deploy an Apache HTTP server configured for load-balancing (see page 10). SSL may be configured for the Tomcat server. Dual Deployment A customer has two or more instances of Sostenuto on a single Apache Tomcat server. The instances point at separate databases and processing is not shared between them. Production User Test User Accessing Production URL Accessing Test URL Apache Tomcat Server Sostenuto Production Instance Sostenuto Test Instance Live Database SQL Server Testing Database Users access this installation either by logging in to the HTTP Server or by entering a designated URL. This deployment is recommended for on premise customers who wish to run a Sostenuto test platform without having to acquire another server to run this instance of Sostenuto. In order to use SSO, you must also deploy an Apache HTTP server configured for load-balancing (see page 10). SSL may be configured for the Tomcat server. Page 9 of 13

10 Load-balanced Configuration This deployment of Sostenuto shows a load-balanced environment where a customer has multiple instances of Sostenuto on multiple Apache Tomcat servers. All the Sostenuto instances are synchronised to point at the same database and processing is shared between them. The Apache HTTP Server is introduced here, however for Single Sign On (SSO) and URL redirect, this can be used in the single and dual deployments above. User User User User Apache HTTP Server Server 1 Server 2 Apache Tomcat Apache Tomcat Sostenuto Sostenuto Sostenuto Database Login requests are managed by the Apache HTTP server, which then selects one of the Apache Tomcat servers to process the user session based on current load. All subsequent requests for that user session will be served from the same Sostenuto instance. Should one of the servers fail while a user is logged on, their current transaction will be lost and they will be signed out from that Sostenuto instance. They will be taken back to the Sunrise login screen, where the Apache HTTP server will route their call to the other Sostenuto instance. Summary: Call-sharing and URL redirect managed by the Apache HTTP server. Load-balancing across two or more Tomcat servers. SSO configured at the Apache HTTP server. SSL may be configured for the Apache HTTP server or the Tomcat server. Page 10 of 13

11 Web Services and Chameleon/Iguana/ Mobile Deployment You can configure Chameleon, Iguana and Mobile and Web Services for external access within a single deployment of Sostenuto. It is recommended to configure a Web Server with Apache HTTP software in a DMZ environment to route traffic. This Web Server that routes the requests from Internet Users to the Web Service Server that is hosted behind a Firewall. Figure 2: Chameleon and Web Services deployment for internal/external users Another deployment option is to open the required TCP ports on the firewall, allowing the internal servers access across the Wide Area Network. It is recommended that SSL (secure socket layer) is set up on the Sostenuto web server before allowing external access to the product suite. Page 11 of 13

12 1. Reporting Options Java Applet Interface The Java interface has a number of reporting options, including inbuilt report wizards and report builders. Some clients prefer a more powerful reporting interface and may have preferred reporting tools already used within their business. Sostenuto can be configured with the external reporting tools detailed below. Reporting using Crystal Reports Server XI is available for existing installations that already use Crystal Reports. Crystal Reports Server XI typically provides support for 5 concurrent report requests. It is therefore anticipated that an active user base of concurrent users can be supported. Reporting using SQL Server Reporting Services is available for new installations. More information is published on the Microsoft website: These reporting options can potentially co-exist on the same server. They can be installed on any one of the existing servers used for Sostenuto or each on their own individual server. Reporting Requirements Reporting Service Hardware Software Requirements Crystal Reports Server XI A single Xeon (Dual-Core) 2.0 GHz (or above) machine 1GB available RAM for Crystal Reports Server XI Recommended 1 GB of available disk space Windows 2003 x86 SQL Server Reporting Services A single Xeon (Dual-Core) 2.0 GHz (or above) machine is recommended. Recommended 4GB RAM See Microsoft Website for further details Web Browser SQL Server Business Intelligence Development Studio (BIDS) HTML5 Interface The HTML5 Interface has its own integrated Report Manager, enabling users to run preconfigured reports or create and run their own reports. Users also have the option to publish the reports they create to make them available to other users. Page 12 of 13

13 2. 3. Appendix Prerequisites The following components and services must be installed on the Server that will be running integration routines (these components are included in the default install): SQL Server Integration Services (SSIS) The services that run the integration routines Business Intelligence Development Studio (BIDS) The program that allows configuration and manipulation of the completed integration routines. For more information on Itanium SQL SSIS see the following links: SQL SQL SQL SQL Known Environmental Limitations 1 Some features of Microsoft SQL Integration services are not available within Itanium-based infrastructure; please see the links above for more information. 2 For Sunrise Mobile, when using an iphone, check the Settings for the Safari browser. Accept Cookies should be changed from Never (its default setting) to From Visited (recommended) for Sunrise Mobile to function correctly. 3 A limitation in the way that the Windows Phone device handles browser shortcuts means the default Sunrise Mobile logo is not saved on this device. A preview of the Sunrise Mobile web page is used instead. Page 13 of 13

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