BSM Interoperability Installation and Configuration Guide

Transcription

1 BSM Interoperability Installation and Configuration Guide December

2 Contacting BMC Software You can access the BMC Software website at From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX USA Outside United States and Canada Telephone or Telephone (01) Fax (01) Fax If you have comments or suggestions about this documentation, contact Information Development by at Copyright 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. IBM is a registered trademark of International Business Machines Corporation. UNIX is a registered trademark of The Open Group. Oracle is a registered trademark, and the Oracle product names are registered trademarks or trademarks of Oracle Corporation. SAP is a trademark or registered trademark of SAP AG in Germany and in several other countries. Sun Solaris, Java, Java runtime environment, and JRE are trademarks or registered trademarks of Sun Microsystems, Inc. in the U.S. or other countries. BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation. Restricted Rights Legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section , DFARS , DFARS , DFARS , and DFARS , as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX , USA. Any contract notices should be sent to this address.

3 Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or . To expedite your inquiry, please see Before Contacting BMC Software. Support Website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at From this website, you can: Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including addresses, fax numbers, and telephone numbers. Support by telephone or In the United States and Canada, if you need technical support and do not have access to the Web, call or send an message to [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance. Before Contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately: Product information Product name Product version (release number) License number and password (trial or permanent) Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software

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5 Contents Preface 7 Products and applications in BSM Interoperability Related documentation Document organization Audience Chapter 1 About BSM Interoperability 17 BSM Interoperability data flow Prerequisites Operating system and database requirements Other requirements Backwards compatibility testing Installation overview Chapter 2 Installing BSM Interoperability components 31 Installing BMC Atrium and BMC IT Service Management applications Installation paths for AR System Related documentation Recommended order of installation Installing and configuring BMC Remedy Knowledge Management Installing BMC Identity Management Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk Related documentation Installing BMC Impact Solutions Installing Integration for BMC Remedy Service Desk Installing BMC ProactiveNet Installing BMC Atrium Discovery and Dependency Mapping Installing transaction management applications Related documentation Installing BMC Transaction Management Application Response Time Installing reporting and monitoring applications Related documentation Installing BMC Dashboards for Business Service Management Installing BMC Analytics for Business Service Management Installing BMC Atrium Orchestrator Related documentation Contents 5

6 Installing BMC BladeLogic Server Automation and integrating with BMC Atrium Installing BMC BladeLogic Decision Support for Server Automation Installing BMC BladeLogic configuration automation applications Related documentation Installing BMC BladeLogic Network Automation Installing and configuring BMC BladeLogic Client Automation Installing BMC BladeLogic Client Automation Configuration Discovery Integration Providing access to ITSM from BMC BladeLogic Client Automation user accounts Providing access to BMC BladeLogic Client Automation from ITSM user accounts Installing BMC Capacity Management Essentials Installing mainframe applications Chapter 3 BSM Interoperability workflows 57 BSM Interoperability use cases Use case: Reconciliation of multiple data sources Use case: End to end service level management Use case: Holistic compliance Use case: Intelligent incident Use case: Problem management Use case: Virtualization Use case: Web self-service Use case: Continuous compliance servers Use case: Continuous compliance networks Use case: Decision Support Index 81 6 Installation and Configuration Guide

7 Preface The purpose of BSM Interoperability is to provide a validated workflow based on use cases that span multiple BMC products. The products considered in this document are listed in Products and applications in BSM Interoperability on page 8. These products are current releases and have been validated at the solution level. NOTE The purpose of this guide is to help customers, BMC Partners, and BMC Professional Services successfully install the solution offerings by providing a certified path that has been tested and validated. Only the environment tested and certified by BMC Software is documented. For information about known issues, see the BSM Interoperability Release Notes. This guide does not encompass specific installation, administration, configuration, or user information at the product level. See the appropriate product documentation for that type of information. For the version of BSM Interoperability documentation that applies to your environment, see the BMC Customer Support website. Depending on your product versions, the most recent BSM Interoperability documentation might include newer versions of products which might not exist in your environment. Check the products and applications version list in the BSM Interoperability Installation and Configuration Guide or the BSM Interoperability Release Notes before using BSM Interoperability documentation. Preface! 7

8 BSM Interoperability Products and applications in BSM Interoperability Table 2-1: Atrium products The following products and applications have been validated for BSM Interoperability : Product name Short name Version Patch Function BMC Analytics for Business Service Management BMC Atrium Discovery and Dependency Mapping BMC Configuration Drift Management BMC Dashboards for Business Service Management BMC Remedy Action Request System BMC Analytics for BSM BMC Dashboards for BSM Analyzes data and creates ad hoc reports for AR System and BMC Remedy IT Service Management applications Provides an automated method for discovering, cataloging, and maintaining a company s configuration data Using the configuration management data in your BMC Atrium CMDB, allows the auditing, verification, and management of infrastructure changes in your data center IT environment Provides interactive, real-time access to key service support metrics for senior IT management to help optimize decisions and accelerate the results of aligning IT to business goals. AR System Enables the building of powerful business workflow applications that can automatically track anything that is important to the processes in your enterprise. Companies use AR System to track such diverse items as stock trades, benefits data, inventory assets, spare parts, and order fulfillment. A common use of AR System is to automate the internal help desk. 8 Installation and Configuration Guide

9 Products and applications in BSM Interoperability Table 2-1: Atrium products Product name Short name Version Patch Function BMC Service Level Management BMC Atrium Core:! BMC Atrium Integration Engine! BMC Atrium CMDB! Product Catalog Makes use of users contracts, agreements, and service targets to monitor the performance of a service, other configuration items, or infrastructure processes Provides a configuration management database (BMC Atrium CMDB) coupled with common user, programmatic, and reporting interfaces to accelerate attainment of BSM.! BMC Atrium CMDB stores information about the configuration items (CIs) in your IT environment and the relationships between them. Data consumers such as the BMC Remedy Asset Management product read data from the production dataset.! The BMC Atrium Integration Engine (AIE) product enables you to transfer data between an external datastore and BMC Atrium CMDB or the BMC Remedy Action Request System product.! The Product Catalog provides a normalized reference of software, hardware, and other types of products and their characteristics that enhance the accuracy of BMC Discovery products by uniquely identifying a product regardless of installed name or location. Preface! 9

10 BSM Interoperability Table 2-2: Service Assurance products Product name Short name Version Patch Function BMC Impact Solutions:! BMC Impact Administration Server! BMC Impact Explorer (BMC IX)! BMC Impact Integration for z/os! BMC Impact Integration Web Services! BMC Impact Manager (BMC IM)! BMC Impact Service Model Editor! BMC Impact Publishing Server! Integration for BMC Remedy Service Desk patch 001 (IBRSD)! BMC Atrium CMDB extensions (version ) BMC Portal, including the following modules! BMC Impact Portal ! BMC Performance Manager Portal BMC Impact Solutions provides the following event management and service impact management technologies to enable BSM: " The BMC Event Manager solution provides real-time event management for proactive detection and resolution of IT problems before they have an impact on critical IT systems. It provides a view of the operational state of the IT infrastructure. If service impact management is implemented, any events that occur in the IT environment are processed by the event manager for use in service impact management. " The BMC Service Impact Manager solution provides realtime impact management to determine the effect of IT problems on business services Provides a common web-based interface for managing and monitoring your IT infrastructure while monitoring business services. 10 Installation and Configuration Guide

11 Products and applications in BSM Interoperability Table 2-2: Service Assurance products Product name Short name Version Patch Function BMC ProactiveNet A real-time analytics solution that detects performance abnormalities in the IT environment, delivers early warning of degrading performance, and reduces time from issue detection to resolution. This early warning is delivered by Intelligent Events that result from analyzing and correlating data across the monitored IT infrastructure, speeding the ability to detect abnormal trends before end users and mission critical applications are impacted. It also provides the users with views, detailed graph displays, reports and other tools for diagnosing performance issues. BMC Transaction Management Application Response Time, either Infrastructure Edition or Service Level Edition BMC TM ART Enables you to manage the performance and reliability of your worldwide applications to measure site health based on end-user experience metrics, such as availability, accuracy, and performance. Table 2-3: Service Automation products Product name Short name Version Patch Function BMC Atrium Delivers workflow-based process Orchestrator templates, with which customers BMC Atrium can rapidly adapt and deploy Orchestrator Content functional design to ensure Installer consistent and appropriate, policybased response across the enterprise. BMC BladeLogic Client Automation Enables administrators to manage software changes, manage content changes, configure endpoints, and collect inventory information. Preface! 11

12 BSM Interoperability Table 2-3: Service Automation products Product name Short name Version Patch Function BMC BladeLogic Decision Support for Network Automation BMC BladeLogic Decision Support for Server Automation BMC BladeLogic Server Automation BMC BladeLogic Integration with Atrium BMC BladeLogic Network Automation BMC BladeLogic Client Automation Configuration Discovery Integration A web-based reporting and analytics application used together with the BMC BladeLogic Network Automation solution providing extensive reporting capabilities based on the network devices you manage A web-based reporting application that provides extensive report capabilities related to your data center servers that are managed by BMC BladeLogic. BMC Service Automation Reporting and Analytics uses rich data warehouse schema and dimensional modeling principles to access and report on historical data captured by BMC BladeLogic Acts as a platform for the management, control and enforcement of configuration changes in the data center Manages change, configuration and compliance of network assets Integrates discovered configuration data with the BMC Remedy IT Service Management suite of products. This integration enables you to use BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Incident Management, and BMC Remedy Problem Management to access accurate, real-time information about IT infrastructure components across your enterprise. 12 Installation and Configuration Guide

13 Products and applications in BSM Interoperability Table 2-4: Service support products Product name Short name Version Patch Function BMC Remedy IT Service Management:! BMC Remedy Asset Management! BMC Remedy Change Management! BMC Remedy Service Desk, including:! BMC Remedy Incident Management! BMC Remedy Problem Management BMC Remedy Knowledge Management BMC Service Request Management BMC Remedy ITSM see KB ! The BMC Remedy Asset Management application lets IT professionals track and manage enterprise CIs and their changing relationships throughout the entire CI lifecycle.! BMC Remedy Change Management provides IT organizations with the ability to manage changes by enabling them to assess impact, risk, and resource requirements, and then create plans and automate approval functions for implementing changes.! BMC Remedy Service Desk allows IT professionals to manage incidents, problem investigations, known errors, and solution database entries Allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that allows users to search for solutions using natural language or Boolean searches Allows IT to define offered services, publish those services in a service catalog, and automate the fulfillment of those services for their users. Table 2-5: Complementary products Product name Short name Version Patch Function BMC Identity Management BRIM A suite of integrated solutions for handling the problems related to identity management in the enterprise. Preface! 13

14 BSM Interoperability Required patches are available on the BMC Customer Support website at Related documentation BMC product documentation is available from the BMC Customer Support website at NOTE This document does not cover the specific procedures and detailed information that are provided in the product documentation. See the documents listed here and the product release notes for information related to procedures in this guide, and see the BMC Customer Support website for complete product documentation. The following table lists the BSM Interoperability documentation set. Table 2-6: BSM Interoperability documentation. Manual name BSM Interoperability Installation and Configuration Guide BSM Interoperability Release Notes Description Information designed to help customers, BMC Partners, and BMC Professional Services successfully install the solution offerings by providing a certified path that has been tested and validated. Information about known issues, workarounds, and resolved issues related to multiple products in BSM Interoperability Related product documentation Relevant related documentation for individual product and component installations procedures is included as a section immediately before each installation procedure in the BSM Interoperability Installation and Configuration Guide. Review these documents, release notes, and appropriate bulletins and white papers before installing and configuring products and components described in this publication. 14 Installation and Configuration Guide

15 Document organization Document organization Audience This document is organized as follows:! Chapter 1, About BSM Interoperability Covers architecture, common configurations, system and other prerequisites, and high-level overview information about installing BSM Interoperability on Microsoft Windows and UNIX.! Chapter 2, Installing BSM Interoperability components Covers procedures for installing BSM Interoperability on Windows and UNIX.! Chapter 3, BSM Interoperability workflows Covers use cases tested by BSM Interoperability. This document is intended for system integrators in several organizations: customers, BMC Professional Services, and BMC Partners. Preface! 15

16 BSM Interoperability Installation and Configuration Guide

17 1 About Chapter BSM Interoperability This chapter describes the data flow, prerequisites, installation overview, and the high-level steps for installing BSM Interoperability on Windows and UNIX. The following topics are provided:! BSM Interoperability data flow (page 18)! Prerequisites (page 20)! Backwards compatibility testing (page 22)! Installation overview (page 26) Chapter 1 About BSM Interoperability 17

18 BSM Interoperability BSM Interoperability data flow BSM Interoperability allows data to flow between multiple BMC Software products, often bidirectionally. Figure 1-1 on page 19 illustrates the logical flow of data for components in an implementation of BSM Interoperability Most components and applications shown within the BMC Remedy AR System boundary are not included in the base BMC Remedy AR System product. For a computer-by-computer illustration of the physical implementation of BSM Interoperability , see Figure 1-2 on page Installation and Configuration Guide

19 BSM Interoperability data flow Figure 1-1: Data flow in BSM Interoperability Service Automation BMC BladeLogic Client Automation BMC BladeLogic Server Automation Tuners BMC Atrium Orchestrator Proxies integrations with -BMC Remedy AR System -BMC Atrium -BMC SIEM -BMC Remedy Change Management -BMC ProactiveNet Analytics Repeaters/Mirrors Master Transmitter BDSSA Client Automation database BMC Performance Analysis BMC Performance Assurance BMC Capacity Management Essentials to Exception Detector Capacity Management database Product Catalog BMC Atrium Integration Engine Legend Provider to BMC Atrium BMC Atrium Consumer from BMC Atrium Service Assurance Service Automation Integration Service Support Service Desk Incident Management Problem Management BMC Remedy Knowledge Management Service Support BMC Remedy IT Service Management BMC BladeLogic Network Automation from Discovery database Change Management Identity Management Asset Management (or Asset Inventory Module) Service Level Management Data Collector Collection Points Service Request Management data sources (such as BMC Service Impact Manager, BMC Performance Manager) Collection Nodes work orders Approval Server Assignment Engine BMC Remedy AR System components and applications SLM Drift Management BMC Atrium BMC Atrium Discovery BMC Atrium CMDB BMC Atrium Discovery dataset Impact Sandbox datasets (1 per user) Discovery database BMC Configuration Automation dataset Reconciliation Engine Asset Management Sandbox dataset BMC Atrium Discovery To multiple consumers BMC Asset dataset Impact Production dataset BMC Performance Manager dataset BMC Discovery for z/os BMC Remedy AR System database BMC Analytics Integration for BMC Remedy Service Desk BMC Portal database BMC Portal BMC Impact Portal Exception Detector BMC Performance Manager Data Service Portal RSM (example: Perform agents) data sources data sources BMC Event & Impact Management iiws iiws BMC Event Management Impact Manager (cell) BMC Service Impact Management Impact Manager (cell) Impact Administration Server Impact Explorer Service Model Editor Publishing Server Service Assurance BMC Transaction Management Application Response Time BMC ProactiveNet BMC Dashboards for BSM BMC Atrium Orchestrator About BSM Interoperability! 19

20 BSM Interoperability Prerequisites BMC Software recommends these system prerequisites and suggested considerations based on end-to-end testing of the BSM Interoperability offering. Operating system and database requirements This section describes overall operating systems and database requirements for both Windows and UNIX implementations of the solution. BSM Interoperability compatibility is provided in compatibility matrices for individual components. These compatibility matrices can be found at Windows During testing, BSM Interoperability was tested on Windows 2003 Server Enterprise Edition with Service Pack 2 and SQL Server 2005 Enterprise Edition with Service Pack 2. The examples in the documentation reference this configuration, although any supported combination listed in the compatibility matrix can be used. NOTE Many BMC Software products that use SQL Server require that the SQL Server Agent is running so that the server can connect to remote databases. BMC Portal requires an Oracle database. You can use an existing Oracle 10g database or the BMC Datastore (included on the BMC Portal DVD). UNIX During testing, BSM Interoperability was tested on Sun Solaris 10 and Oracle 11g with the latest patches installed. The examples in the documentation reference this configuration, although any supported combination listed in the compatibility matrix can be used. For UNIX installations, all servers must be server-class computers, preferably with multiple processors. Because some BSM Interoperability products do not have UNIX versions, some servers in the environment must be Windows computers. 20 Installation and Configuration Guide

21 Prerequisites Other requirements Individual products in the BSM Interoperability offering have their own installation prerequisites. Some of these prerequisites are satisfied by steps you take when installing other products using the procedures in this section. Any other prerequisites are shown in Figure 1-2 on page 27. Consult your documentation for details on licensing for specific products. About BSM Interoperability! 21

22 BSM Interoperability Backwards compatibility testing BSM Interoperability tested the BSM Interoperability 7.6 stack with the following platform products:! BMC Remedy AR System 7.5 patch 003! BMC Atrium Core 7.5 patch 003 The following products and applications were tested as part of BSM Interoperability 7.6 and have been validated against those platform versions: Table 1-1: Products and applications in backwards compatibility testing (Sheet 1 of 4) Product Name Short name Version Patch Function BMC Analytics for Business Service Management BMC Atrium Discovery and Dependency Mapping BMC Analytics for BSM Analyzes data and creates ad hoc reports for AR System and BMC Remedy IT Service Management applications Provides an automated method for discovering, cataloging, and maintaining a company s configuration data. BMC Atrium Orchestrator Delivers workflow-based process templates, with which customers can rapidly adapt and deploy functional design to ensure consistent and appropriate, policy-based response across the enterprise. BMC BladeLogic Operations Manager BMC BladeLogic Integration with Atrium BMC Configuration Automation for Clients BMC Configuration Automation for Networks BMC Configuration Drift Management Acts as a platform for the management, control and enforcement of configuration changes in the data center Enables administrators to manage software changes, manage content changes, configure endpoints, and collect inventory information Manages change, configuration and compliance of network assets Using the configuration management data in your BMC Atrium CMDB, allows the auditing, verification, and management of infrastructure changes in your data center IT environment. 22 Installation and Configuration Guide

23 Backwards compatibility testing Table 1-1: Products and applications in backwards compatibility testing (Sheet 2 of 4) Product Name Short name Version Patch Function BMC Configuration Management Configuration Discovery Integration for CMDB BMC Dashboards for Business Service Management BMC Portal, including the following module:! BMC Performance Manager Portal BMC Dashboards for BSM hotfix SW Integrates discovered configuration data with the BMC Remedy IT Service Management suite of products. This integration enables you to use BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Incident Management, and BMC Remedy Problem Management to access accurate, real-time information about IT infrastructure components across your enterprise Provides interactive, real-time access to key service support metrics for senior IT management to help optimize decisions and accelerate the results of aligning IT to business goals (supported by version and ) Provides a common web-based interface for managing and monitoring your IT infrastructure while monitoring business services. BMC ProactiveNet A real-time analytics solution that detects performance abnormalities in the IT environment, delivers early warning of degrading performance, and reduces time from issue detection to resolution. This early warning is delivered by Intelligent Events that result from analyzing and correlating data across the monitored IT infrastructure, speeding the ability to detect abnormal trends before users and mission critical applications are impacted. It also provides the users with views, detailed graph displays, reports and other tools for diagnosing performance issues. About BSM Interoperability! 23

24 BSM Interoperability Table 1-1: Products and applications in backwards compatibility testing (Sheet 3 of 4) Product Name Short name Version Patch Function BMC Remedy IT Service Management:! BMC Remedy Asset Management! BMC Remedy Change Management! BMC Remedy Service Desk, including:! BMC Remedy Incident Management! BMC Remedy Problem Management BMC Remedy Knowledge Management BMC Service Automation Reporting and Analytics BMC Remedy ITSM ! The BMC Remedy Asset Management application lets IT professionals track and manage enterprise CIs and their changing relationships throughout the entire CI lifecycle.! BMC Remedy Change Management provides IT organizations with the ability to manage changes by enabling them to assess impact, risk, and resource requirements, and then create plans and automate approval functions for implementing changes.! BMC Remedy Service Desk allows IT professionals to manage incidents, problem investigations, known errors, and solution database entries Allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that allows users to search for solutions using natural language or Boolean searches. BSARA A web-based reporting application that provides extensive report capabilities related to your data center servers that are managed by BMC BladeLogic. BMC Service Automation Reporting and Analytics uses rich data warehouse schema and dimensional modeling principles to access and report on historical data captured by BMC BladeLogic. 24 Installation and Configuration Guide

25 Backwards compatibility testing Table 1-1: Products and applications in backwards compatibility testing (Sheet 4 of 4) Product Name Short name Version Patch Function BMC Service Level Management BMC Service Request Management BMC Transaction Management Application Response Time, either Infrastructure Edition or Service Level Edition BMC TM ART hotfix SLM_SIM_II WS HOTFIX Makes use of users contracts, agreements, and service targets to monitor the performance of a service, other configuration items, or infrastructure processes Allows IT to define offered services, publish those services in a service catalog, and automate the fulfillment of those services for their users Enables you to manage the performance and reliability of your worldwide applications to measure site health based on user experience metrics, such as availability, accuracy, and performance. Required patches are available on the BMC Customer Support website at About BSM Interoperability! 25

26 BSM Interoperability Installation overview This section contains information about the method and sequence used by BMC Software to perform a new installation of the solution and test it. The procedure is not the only possible way to set up a successful environment. For more information about implementing different use cases based on the amount of data present in your environment, see the documentation set for your products, as well as other documentation available on the BMC Customer Support website. NOTE For interoperability testing, computers running VMware images were used to minimize the need for pre-existing web or application servers. Figure 1-2 on page 27 illustrates the BSM Interoperability installation order on Windows and UNIX. 26 Installation and Configuration Guide

27 Installation overview Figure 1-2: Installation order (page 1 of 2) SERVER A BMC Remedy ITSM BMC Atrium Web Services Prerequisites - JBoss Application Server (for SLM data collector) - Java SDK Database client connectivity tools Access to the same LDAP directory server Server C uses 1 BMC Remedy AR System Suite, including BMC Remedy ARSystem server BMC Remedy Approval Server BMC Remedy Assignment Engine BMC Remedy Flashboards 5 2 BMC Atrium Core, including 6 BMC Atrium CMDB BMC Atrium Integration Engine Product Catalog BMC Atrium Web Services on its own computer [go to Step 3 on Server B] - SQL Server 2005 SP 2 (Windows) or Oracle 10g release 2 (UNIX) for BMC Remedy AR System data store, including BMC Atrium CMDB data. - Increase log file size to 300MB - 3 GB temp space on Solaris 4 BMC Remedy IT Service Management Suite, including BMC Remedy Asset Management BMC Remedy Change Management BMC Remedy Service Desk BMC Service Level Management BMC Service Request Management 7 BMC Configuration Drift Management 13 Integration for BMC Remedy Service Desk SERVER F BMC ProactiveNet SERVER G BMC Atrium Discovery SERVER H Prerequisites - Minimum of 6 GB of memory -64-bit OS 14 BMC ProactiveNet Prerequisites - Dual 2.1 GHz processors, or four in - Administrator privileges large production environments - MS SQL Server 2005 database - Minimum of 4 GB of memory - Minimum of 6 GB of permanent storage (10 GB recommended) plus 2 GB of temporary storage for the installation 15 BMC Atrium Discovery and Dependency Mapping Prerequisites - SQL Server 2005 database - Minimum of 1 GB of memory SERVER B Prerequisites - Java SDK 1.6 BMC TM ART 16 BMC Transaction Management Application Response Time Web Server 3 BMC Remedy Mid Tier [go to Step 4 on Server A] SERVER I Prerequisites - Minimum of 1 GB of memory SERVER C Prerequisites - Administrator privileges -own SQL server BMC TM ART 17 BMC Transaction Management Application Response Time Alerting Server BMC Remedy Knowledge Management 8 BMC Remedy Knowledge Management SERVER J Prerequisites - Minimum of 2 GB of memory - BusinessObjects 18 BMC Analytics for BSM SERVER D Prerequisites - 2 GB temp space Reporting 19 BMC Dashboards for BSM BMC Identity Management SERVER E BMC Impact Solutions 9 BMC Remedy Identity Management Suite; BMC Identity Management Prerequisites - Minimum of 2 GB of memory - 1 MB of disk space for each cell or console you intend to use 10 BMC Impact Solutions 11 BMC Portal, including BMC Performance Manager Portal BMC Impact Portal - Administrator privileges - Java SDK 1.6.0_11 -BMC Datastore on separate server 12 Remote Service Monitor [on separate server or RSM farm] [go to Step 13 on Server A] SERVER K BMC Atrium Orchestrator CDP SERVER L BMC Atrium Orchestrator Development Studio Prerequisites - Minimum of 8 GB of memory - Java SDK 1.6, 64-bit version -Processor: 2.8GHz ( physical machine ), 2.8 GHz ( VM ) -20 GB free disk space -64 bit OS preferred 20 BMC Atrium Orchestrator CDP Prerequisites - Minimum of 4 GB of memory - Java SDK 1.6, 64-bit version -Processor: 2.8GHz ( physical machine ), 2.8 GHz ( VM ) -20 GB free disk space -64 bit OS preferred 21 BMC Atrium Orchestrator Development Studio About BSM Interoperability! 27

28 BSM Interoperability Figure 1-2: Installation order (page 2 of 2) SERVER M Prerequisites - Minimum of 512 MB of memory - Same database vendor as AR System BladeLogic BMC Atrium Orchestrator LAP BMC BladeLogic Server Automation, BMC BladeLogic Integration with Atrium SERVER N Prerequisites - Minimum of 4 GB of memory - Same database vendor as AR System 24 BMC BladeLogic Decision Support BladeLogic SERVER O Prerequisites - Minimum of 1 GB of memory BNA 25 BMC BladeLogic Network Automation BladeLogic Decision Support for Network Automation Data Warehouse SERVER P Prerequisites - Administrator privileges - Database client connectivity tools - Access to the same LDAP directory server that Server A uses - SQL Server 2005 database with Mixed Mode authentication for BMC CM data store BladeLogic Client Automation 26 BMC BladeLogic Client Automation BMC Configuration Automation for Clients CDI SERVER Q Prerequisites - Minimum of 2 GB of memory - Administrator privileges - Java SDK Microsoft.NET framework Capacity Management 28 BMC Capacity Management Essentials SERVER RI Prerequisites - z/os 1.4 through 1.7 or later 29 BMC Impact Integration for z/os Mainframe impact & Discovery 28 Installation and Configuration Guide

29 Installation overview About BSM Interoperability! 29

30 BSM Interoperability Installation and Configuration Guide

31 2 Installing Chapter BSM Interoperability components This chapter presents procedures for installing BSM Interoperability components on Windows and UNIX environments. Any specific configuration required for either of these installations is explained in separate sections within the procedure. The following topics are provided:! Installing BMC Atrium and BMC IT Service Management applications (page 32)! Installing BMC Identity Management (page 38)! Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk (page 38)! Installing BMC ProactiveNet (page 41)! Installing BMC Atrium Discovery and Dependency Mapping (page 41)! Installing transaction management applications (page 43)! Installing reporting and monitoring applications (page 44)! Installing BMC Atrium Orchestrator (page 45)! Installing BMC BladeLogic Server Automation and integrating with BMC Atrium (page 47)! Installing BMC BladeLogic Decision Support for Server Automation (page 47)! Installing BMC BladeLogic configuration automation applications (page 48)! Installing BMC Capacity Management Essentials (page 54)! Installing mainframe applications (page 55) Chapter 2 Installing BSM Interoperability components 31

32 BSM Interoperability Installing BMC Atrium and BMC IT Service Management applications This section explains how to install! BMC Remedy AR System and AR System applications, including BMC Remedy AR System server, BMC Remedy Mid Tier, BMC Remedy Approval Server, BMC Remedy Assignment Engine, BMC Remedy Engine! BMC Atrium Core applications, including BMC Atrium CMDB and BMC Atrium Integration Engine! BMC ITSM applications, including BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Service Desk (includes BMC Remedy Incident Management and BMC Remedy Problem Management) Installation paths for AR System Default installation paths for AR System are:! Windows C:\Program Files\BMC Software\ARSystem! UNIX /opt/bmc/arsystem Each feature has its own subdirectory within these directories, such as:! approval! Arserver! AR ! arsystem (for utilities)! assignmentengine! dataimporttool! DevStudio! flashboards! midtier! usertool 32 Installation and Configuration Guide

33 Installing BMC Atrium and BMC IT Service Management applications Related documentation See the following documentation, as well as applicable patch technical bulletins and release notes, for detailed instructions on installing and configuring the products in this section. AR System! BMC Remedy Action Request System Installation Guide! installation directories! installation instructions! silent installation information! fast and list thread settings! BMC Remedy Action Request System Configuration Guide! license keys BMC Atrium Core! BMC Atrium Core Installation Guide! installation instructions! installation directories! silent installation information! importing product catalog data! BMC Atrium Core Product Catalog and DML Guide BMC Remedy IT Service Management! BMC Remedy IT Service Management Installation Guide! installation instructions BMC Service Level Management! BMC Service Level Management Installation Guide! installation instructions, including Collection Point instructions BMC Service Request Management! BMC Service Request Management Installation Guide! installation instructions! integration instructions Installing BSM Interoperability components! 33

34 BSM Interoperability BMC Configuration Drift Management! BMC Configuration Drift Management Installation Guide! installation instructions BMC Remedy Knowledge Management! BMC Remedy Knowledge Management Installation Guide! installation instructions! instructions to integrate with AR System Recommended order of installation The following high-level steps provide the recommended order for installing the AR System and AR System applications. 1 Install the following BMC Remedy AR System server patch 003 features:! AR System server with! AREA LDAP Directory Service Authentication! ARDBC LDAP Directory Service Data Access! Web Services Plugin! BMC Remedy Approval Server! BMC Remedy Assignment Engine! BMC Remedy Flashboards! other appropriate BMC clients BMC Remedy AR System patches are cumulative. A BMC Remedy AR System patch contains the installer for the full version of BMC Remedy AR System, so when installing for first time, you can run the patch installer to install the full BMC Remedy AR System product with patch updates. NOTE Depending on the amount of data you store in your BMC Atrium CMDB, your database size might need to be increased. The minimum size used in interoperability testing was 8000 MB.! For Windows installations, make sure you:! In the MS SQL Information panel of the installer, increase the Database Initial Size from 300 MB to at least 8000 MB if you are installing the entire BMC Remedy IT Service Management suite of applications.! For UNIX installations, make sure you:! Verify that the user installing the AR System server has access to the tnsnames.ora file. 34 Installation and Configuration Guide

35 Installing BMC Atrium and BMC IT Service Management applications! Increase the default data tablespace from 300 to at least 8000 megabytes at the AR System server Database Settings prompt if you are installing the entire BMC Remedy IT Service Management suite of applications. IMPORTANT To avoid BMC Atrium Discovery and Dependency Mapping and BMC Atrium CMDB export failures, you must select the Unicode option when installing the AR System server on both UNIX and Windows. 2 In AR System Administration Console, apply the appropriate licenses. AR System applications do not require license keys. AR System requires license keys only for AR System servers. NOTE For Windows 2008 servers, you cannot use the BMC Remedy User Tool for licensing as it will return an invalid Host ID. You must use ipconfig /all on the local machine to determine the physical address of the computer. This physical address acts as your Host ID for licensing purposes. 3 In AR System Administration Console, increase the maximum number of threads for the Fast and List queues to improve performance. Fast queues should have five times as many threads as the number of processors in your server, while List queues should have three times as many threads as the number of processors. 4 Install BMC Atrium Core , including these features:! BMC Atrium CMDB! BMC Atrium Impact Simulator! Product Catalog! BMC Atrium Integration Engine! Web services (on its own computer) NOTE Install BMC Atrium Web Services on its own computer to avoid resource contention and port conflicts. 5 If applicable, choose to import your data during the installation. 6 Install BMC Remedy Mid Tier on its own computer. Installing BSM Interoperability components! 35

36 BSM Interoperability Install the following BMC Remedy IT Service Management applications in any order:! BMC Remedy Asset Management! BMC Remedy Change Management! BMC Remedy Service Desk (includes BMC Remedy Incident Management and BMC Remedy Problem Management) IMPORTANT You must start BMC Remedy Assignment Engine before you install any BMC Remedy IT Service Management application. Before installing BMC Remedy Asset Management and BMC Remedy Change Management, you must start BMC Remedy Approval Server and BMC Remedy Assignment Engine. 8 Optionally, install BSM Enablement data. BSM Interoperability testing used BSM Enablement data in their testing. Register with the BMC Developer Network to obtain the data files and instructions for installing the data. 9 Install BMC Service Level Management and the Collector. NOTE On UNIX, the installer must be launched in graphical mode from bmcslm-solaris.bin. 10 Install BMC Service Level Management Collection Point. 11 Install BMC Service Request Management. IMPORTANT The server name on the CAI Registry form must be the same name as the server that is registered on the mid tier, which is the value of $SERVER$ that you get on the web. 12 Install BMC Service Request Management integrations. 13 Install BMC Configuration Drift Management. 36 Installation and Configuration Guide

37 Installing BMC Atrium and BMC IT Service Management applications Installing and configuring BMC Remedy Knowledge Management Perform the following steps to install and configure BMC Remedy Knowledge Management. BMC Remedy Knowledge Management is available only on Windows computers. 1 Install BMC Remedy Knowledge Management. NOTE The installer asks to install Hummingbird and Tomcat along with BMC Remedy Knowledge Management. Install both if not already present on the computer. 2 Complete the special instructions that begin When integrating with BMC Remedy AR System in the installation steps of BMC Remedy Knowledge Management Installation Guide. NOTE If your system includes BMC Remedy ITSM 7.5 or later, integration with BMC Remedy Knowledge Management 7.5 automatically becomes available. This integration enables users to create, search, and associate knowledge articles from within the BMC Remedy Incident Management forms, the BMC Remedy Problem Management forms, and Requester Console. Installing BSM Interoperability components! 37

38 BSM Interoperability Installing BMC Identity Management Install BMC Identity Management, which consists of BMC Identity Management Suite and BMC Remedy Identity Management according to the information contained in the product documentation. For more information, see BMC Remedy Identity Management Installation Guide. Note that BMC Remedy Identity Management is for Windows only this release. Integrating BMC Remedy Identity Management requires that you have a Windows implementation of AR System. Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk Use the following high-level steps to install BMC Impact Solutions and integrate it with BMC Remedy Service Desk: Step 1 Install BMC Impact Solutions (page 39). BMC Performance Manager Portal and BMC Performance Exception Detector are installed in this step, during the installation of BMC Portal. Step 2 Install the Integration with Remedy Service Desk (page 41). 38 Installation and Configuration Guide

39 Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk Related documentation See the following documentation, as well as applicable patch technical bulletins and release notes, for detailed instructions on installing and configuring the products in this section. BMC Impact Solutions! BMC Service Impact Solutions Installation Guide! installation instructions! CMDB extension installation instructions! updating SIM KB component classes! installation instructions for Remote Service Module! installation instructions for the integration with BMC Remedy Service Desk BMC Datastore! BMC Datastore Installation Guide! installation instructions BMC Portal! BMC Portal Installation Guide! installation instructions for BMC Portal! installation instructions for the BMC Performance Manager Portal and BMC Impact Portal modules Installing BMC Impact Solutions Perform the following steps to install BMC Impact Solutions. 1 Install the BMC Atrium CMDB SIM extensions. IMPORTANT This step can fail if performed over a network. Copy the extensions to a local drive on the BMC Atrium CMDB system and run the extensions installer there. On UNIX, this step must be performed as the root user. 2 Optionally, install a database for BMC Portal. If you install a database for BMC Portal, install it on a separate server. You may have an existing BMC Datastore if you followed the instructions in step 13 on page 36 on installing BMC Configuration Drift Management. Installing BSM Interoperability components! 39

40 BSM Interoperability BMC Portal requires an Oracle database. You can use an existing Oracle 10g database or the BMC Datastore (on BMC Portal Infrastructure and Datastore DVD or BMC Datastore CD Windows Disk 1). 3 Execute the BMC Impact Solutions installer and perform a full installation. 4 Install BMC Portal. During the installation, install the following BMC Portal modules:! BMC Impact Portal! BMC Performance Manager Portal 5 When prompted by the installation program, insert the BMC Performance Manager Solutions CD and select Performance Managers. Use the appropriate PAR files for your environment. 6 Update the SIM KB component classes for If you have installed BMC Performance Manager Express for SAP, you must resynchronize the cell KB with the new classes in the BMC Atrium CMDB. See Updating the SIM KB component classes in BMC Service Impact Solutions Installation Guide. If you are installing BMC TM ART in your environment, return to this step and update SIM KB component classes after all extensions are loaded. 7 Install Remote Service Monitor on a separate computer or as part of a Remote Service Monitor farm. 8 Install the BMC Atrium CMDB BPM extensions for SAP (on the same computer as Remote Service Monitor). 40 Installation and Configuration Guide

41 Installing BMC ProactiveNet Installing Integration for BMC Remedy Service Desk Perform the following steps to integrate BMC Impact Solutions with BMC Remedy Service Desk. 1 On the server hosting AR System, install the Integration for BMC Remedy Service Desk. 2 Restart the BMC Remedy AR System server and plug-in server. 3 Set Incident Management rules for Require Service CI Related on Submit on Global and Calbro Services to No. Installing BMC ProactiveNet Install the following components as described in Installing the ProactiveNet product in BMC ProactiveNet Installation Guide:! BMC ProactiveNet server! BMC ProactiveNet agent(s) Configure the components as described in BMC ProactiveNet Installation Guide. NOTE Disable Data Execution Prevention (DEP) on the target computer before installing. Installing BMC Atrium Discovery and Dependency Mapping Perform the following steps to install and configure BMC Atrium Discovery and Dependency Mapping. NOTE This procedure includes instructions for only Windows because there are no UNIX versions of BMC Atrium Discovery and Dependency Mapping. 1 Make sure that:! The database agent service is active.! The Windows Service Manager is closed.! The TCP/IP network protocol is enabled. 2 Create a database instance on the discovery server data store. For instructions about creating the SQL Server database instance, see the Creating the discovery datastore section of BMC Atrium Discovery and Dependency Mapping: Planning and Installation. Installing BSM Interoperability components! 41

42 BSM Interoperability Install and start the BMC Atrium Discovery and Dependency Mapping server by running the BMC Atrium Discovery and Dependency Mapping installer. For instructions about installing the discovery applications on the discovery server, see the Installing and starting the discovery server section of BMC Atrium Discovery and Dependency Mapping: Planning and Installation. 4 Log in to the BMC Atrium Discovery and Dependency Mapping client at using a web client with Java Webstart 1.4.2_13 installed. The default user name and password are both admin. 5 Schedule and configure CMDB synchronization. Select both the Activate CMDB Synchronization and Synchronize Impact Relationships options, and select the types of discovered CIs and relationships you want to export to BMC Atrium CMDB. For instructions about scheduling and configuring CMDB Synchronization, see BMC Atrium Discovery and Dependency Mapping: Populating BMC Atrium CMDB. 42 Installation and Configuration Guide

43 Installing transaction management applications Installing transaction management applications This section explains how to install BMC Transaction Management Application Response Time. Related documentation See the following documentation, as well as applicable patch technical bulletins and release notes, for detailed instructions on installing and configuring the products in this section. BMC Transaction Management Application Response Time! BMC Transaction Management Application Response Time Central Installation and Setup Guide! installation of the execution server! setting up an execution server as the action server! BMC Transaction Management Application Response Time Infrastructure Edition Getting Started and Integration Guide! instructions on configuring the integration with BMC Impact Manager! instructions on configuring the integration with BMC Atrium CMDB Installing BMC Transaction Management Application Response Time Perform the following steps to install BMC Transaction Management Application Response Time. 1 On a Microsoft Windows 2003 computer with a Microsoft SQL Server database, install BMC TM ART Central Execution Server. 2 On a separate Microsoft Windows 2003 server, a Install BMC TM ART Central Execution Server. b Configure this Execution Server as an Alerting server. 3 Set up BMC Transaction Management Application Response Time Integrations. a Configure the integration with BMC Impact Manager. b Configure the integration with BMC Atrium CMDB. Installing BSM Interoperability components! 43

44 BSM Interoperability Installing reporting and monitoring applications This section explains how to install BMC Dashboards for BSM and BMC Analytics for Business Service Management. Related documentation See the following documentation, as well as applicable patch technical bulletins and release notes, for detailed instructions on installing and configuring the products in this section. BMC Dashboards for BSM! BMC Dashboards for Business Service Management Installation Guide! installation instructions and prerequisites BMC Analytics for Business Service Management! BMC Analytics for Business Service Management Installation Guide! installation instructions and prerequisites Installing BMC Dashboards for Business Service Management Perform the following steps to install BMC Dashboards for Business Service Management. 1 Make sure iiws is running: a For Unix, start iiws with the following command /data1/bmc/bmcportalkit/impact/iiws/bin//iiwsserver start b For Windows, verify that the iiws is running (through Services). 2 Edit the file mcell.dir in your BMC Impact Integration Web Services directory. The default directory path for this file is <BMC Impact Solutions directory>\iiws. 3 Add the name of the default cell you specified during BMC Impact Manager installation, then save and close the file. BMC Dashboards for BSM can now integrate with BMC Impact Integration Web Services. 4 Install BMC Dashboards for BSM. 44 Installation and Configuration Guide

45 Installing BMC Atrium Orchestrator Installing BMC Analytics for Business Service Management To integrate BMC Analytics for Business Service Management with BSM Interoperability , you are not required to perform any special tasks. Installing BMC Atrium Orchestrator Perform the following steps to install BMC Atrium Orchestrator. The installation of BMC Atrium Orchestrator requires two servers, one for BMC Atrium Orchestrator Server and Portal and a second one for the Development Studio. Related documentation See the following documentation, as well as applicable patch technical bulletins and release notes, for detailed instructions on installing and configuring the products in this section. BMC Atrium Orchestrator! BMC Atrium Orchestrator Platform Installation Guide! installation instructions for BMC Atrium Orchestrator Configuration Distribution Peer, BMC Atrium Orchestrator Development Studio, and BMC Atrium Orchestrator Lightweight Activity Peer BMC Atrium Orchestrator workflows! Continuous compliance for network automation! BMC Continuous Compliance for Network Automation solution Getting Started Guide! Continuous compliance for server automation! BMC Continuous Compliance for Server Automation solution Getting Started Guide! Triage and remediation! BMC ProactiveNet Performance Management and BMC Event and Impact Management Triage and Remediation Solution Getting Started Guide Installing BMC Atrium Orchestrator Configuration Distribution Peer Follow the instructions in BMC Atrium Orchestrator Platform Installation Guide to install the initial BMC Atrium Orchestrator Configuration Distribution Peer (CDP) on its own computer. Installing BSM Interoperability components! 45

46 BSM Interoperability Installing BMC Atrium Orchestrator Development Studio 1 On a different computer than the one running BMC Atrium Orchestrator CDP, install the BMC Atrium Orchestrator Development Studio. 2 Configure Development Studio to communicate with the BMC Atrium Orchestrator CDP. For more information, see the BMC Atrium Orchestrator Platform Installation Guide. Installing BMC Atrium Orchestrator Lightweight Activity Peer On a different computer than the ones running other BMC Atrium Orchestrator applications, install BMC Atrium Orchestrator Lightweight Activity Peer (LAP). In the BSM Interoperability configuration, the LAP was installed on the computer running BMC BladeLogic Server Automation. Installing BMC Atrium Orchestrator workflows from the content installer Depending on your environment and goals, you can install one or more workflows from the BMC Atrium Orchestrator content installer. NOTE Each workflow must be installed by a unique user and all templates, filters, and other configuration settings associated with each user must be unique to that user (and re-set to each new user before every workflow installation, if installing multiple workflows from the same computer). In summary, you must have: --a unique user to own the actor and monitor adapters --the same unique user acts as the Assignee on the template --the same unique user is assigned to the filters! Continuous Compliance - Networks see BMC Continuous Compliance for Network Automation solution Getting Started Guide! Continuous Compliance - Servers see BMC Continuous Compliance for Server Automation solution Getting Started Guide! Triage and Remediation see BMC ProactiveNet Performance Management and BMC Event and Impact Management Triage and Remediation Solution Getting Started Guide. 46 Installation and Configuration Guide

47 Installing BMC BladeLogic Server Automation and integrating with BMC Atrium Installing BMC BladeLogic Server Automation and integrating with BMC Atrium Install BMC BladeLogic Server Automation and BMC BladeLogic Integration with Atrium according to the information contained in the product documentation. For more information, see BMC BladeLogic Installation Guide and BMC BladeLogic Integration with Atrium: Implementation Guide. Note that the database vendor used by BMC BladeLogic Server Automation must be the same vendor as the one used by AR System and BMC BladeLogic Decision Support for Network Automation. Installing BMC BladeLogic Decision Support for Server Automation Install the authentication server with BMC BladeLogic Decision Support for Server Automation on their own computer according to the information contained in the product documentation. For more information, see the BMC BladeLogic Decision Support for Server Automation Installation Guide. Note that the database vendor used by BMC BladeLogic Decision Support for Server Automation must be the same vendor as the one used by AR System and BMC BladeLogic. NOTE The authentication server and reports server can be installed on two different computers, but interoperability tested the configuration given in this section. Installing BSM Interoperability components! 47

48 BSM Interoperability Installing BMC BladeLogic configuration automation applications This section explains how to install BMC BladeLogic Network Automation and BMC BladeLogic Client Automation. Related documentation See the following documentation, as well as applicable patch technical bulletins and release notes, for detailed instructions on installing and configuring the products in this section. BMC BladeLogic Network Automation! BMC BladeLogic Network Automation Installation Guide! installation instructions! BMC BladeLogic Network Automation Remedy Integration Guide! instructions for integrating with BMC Remedy AR System and BMC Atrium CMDB BMC BladeLogic Client Automation! BMC BladeLogic Client Automation Installation Guide! installation instructions for master transmitter and console! instructions for setting up the inventory database! BMC Atrium Core Product Catalog and DML Guide! setting up database links! downloading and running AR System security scripts! configuring parameters for the database! establishing a connection to the AR System! BMC BladeLogic Client Automation Report Center Guide! running predefined queries to verify connectivity to AR System! configuring the inventory plug-in 48 Installation and Configuration Guide

49 Installing BMC BladeLogic configuration automation applications Integrations! BMC BladeLogic Client Automation Configuration Discovery Integration Implementation Guide! implementation! data mappings! BMC Atrium Integration Engine User s Guide! data exchanges! BMC Remedy Action Request System Integration Guide! configuring the ARDBC LDAP plug-in! BMC Configuration Automation for Clients CMS and Tuner Guide! editing directory services! user roles Installing BMC BladeLogic Network Automation Perform the following steps to install BMC BladeLogic Network Automation. 1 Perform the installation of the BMC BladeLogic Network Automation server. TIP You must create a local user account for the BMC BladeLogic Network Automation services and FTP/SCP configuration file transfers. 2 Perform integrations with BMC Remedy AR System and BMC Atrium CMDB. Installing and configuring BMC BladeLogic Client Automation This section explains how to install and configure BMC BladeLogic Client Automation. Installing BMC BladeLogic Client Automation Perform the following steps to install BMC BladeLogic Client Automation. 1 Install the BMC BladeLogic Client Automation master transmitter and console. 2 Choose the additional channels you want to install. If you use BMC BladeLogic Client Automation Configuration Discovery Integration, you must install the following channels:! CMS! Transmitter! Infrastructure Service Installing BSM Interoperability components! 49

50 BSM Interoperability ! Report Center! Scanner Service! Schema Manager Configuring BMC BladeLogic Client Automation Perform the following steps to configure your BMC BladeLogic Client Automation database. 1 Make sure that:! On Windows MS SQL Server 2005 SP2 is used as the BMC BladeLogic Client Automation database.! On UNIX Oracle 10g is used as the BMC BladeLogic Client Automation database. 2 Set up the inventory database. NOTE In Tuner, make sure that Schema Manager and Report Center are running. If the Schema Manager and Report Center are running, you can select them. 3 To normalize your BMC BladeLogic Client Automation data with the Product Catalog, continue with this step to configure access. See the BMC Atrium Core Product Catalog and DML Guide for details. Otherwise, skip to step 4 on page 51. a For Product Catalog integration, set up the database links from both the BMC Remedy AR System database and the BMC CM database. b From the BMC BladeLogic Client Automation console, download and run the AR System security scripts. NOTE Use the MSSql_installSecurityScript_Unicode.sql script if the SQL Server AR System database was installed with the Unicode option ON and the columns are of Unicode data type nvarchar and the ODBC driver does not automatically translate data. The MSSql_installSecurityScript_Unicode.sql script rewrites the views by casting the Unicode nvarchar types to the varchar datatype, allowing successful population of the CM database columns. c Configure parameters for the BMC CM database. IMPORTANT Any time you change AR System settings in CMS, restart CMS or the tuner. d Establish a connection between the CM and AR System databases. 50 Installation and Configuration Guide

51 Installing BMC BladeLogic configuration automation applications TIP To verify connectivity to the Product Catalog using Report Center Query Library, run one of the predefined queries. For details, see the Service Management integration section of Appendix I, Query Library list, in BMC BladeLogic Client Automation Report Center Guide. 4 Install BMC BladeLogic Client Automation views using the following steps: a From the Schema Manager, connect to the BMC CM database. b Install the CMDB Integration with Configuration Discovery schema. 5 In the Report Center, enable and configure the Inventory plug-in. For instructions about enabling and configuring the Inventory plug-in, see the Updating Report Center and the Inventory and Logging plug-ins section of the BMC BladeLogic Client Automation Report Center Guide. Installing BMC BladeLogic Client Automation Configuration Discovery Integration For Configuration Discovery data to populate BMC Atrium CMDB, install BMC BladeLogic Client Automation Configuration Discovery Integration. NOTE The BMC BladeLogic Client Automation Configuration Discovery Integration package includes BMC Atrium Integration Engine and Remedy Link applications. You already installed these applications in step 13 on page Stop the BMC Atrium Integration Engine service. 2 Install BMC BladeLogic Client Automation Configuration Discovery Integration. 3 After installation, restart the BMC Remedy Action Request System service and the BMC Atrium Integration Engine service. During installation, BMC BladeLogic Client Automation Configuration Discovery Integration creates data exchanges and data mappings in BMC Atrium Integration Engine for the 16 CI classes and relationship classes that are discoverable by BMC BladeLogic Client Automation, as well as data deletion and BMC_ComputerSystem relationships information. In BMC Configuration Automation for Clients Configuration Discovery Integration for CMDB Implementation Guide, see Appendix B, Using BMC Atrium Integration Engine relationship class mappings for more information about the data mappings. See BMC Atrium Integration Engine User s Guide for more information about creating data mappings and data exchanges. 4 From BMC Atrium CMDB, manually run the Configuration Discovery Reconciliation Process job to reconcile your Configuration Discovery data with the BMC_Asset dataset. Installing BSM Interoperability components! 51

52 BSM Interoperability NOTE You should also create a schedule for the Configuration Discovery Reconciliation Process job so that it can reconcile your Configuration Discovery data after each transfer. By default, the job has no scheduled runs. Providing access to ITSM from BMC BladeLogic Client Automation user accounts Perform the following steps to provide access to ITSM from BMC BladeLogic Client Automation user accounts. 1 Make sure that you have installed and configured BMC BladeLogic Client Automation Configuration Discovery Integration. For instructions about installing and configuring the integration, see the Installing the integration chapter of the BMC Configuration Management Configuration Discovery Integration for CMDB Implementation Guide. NOTE Make sure that your environment has a directory service enabled. 2 Configure BMC BladeLogic Client Automation to use the directory service for user authentication in User Authentication > User Authentication Type: a Log in to the BMC CM console and choose Applications > Console > System Settings. b Choose the User Authentication tab. c On the User Authentication Settings page, choose the User Authentication Type link. d Set the User Authenticate Type to Directory Service. 3 From Schema Manager, connect to the directory service and install the Policy Manager schema. This action generates a script that you need on the directory service server. 4 Configure Deployment Manager to use the BMC BladeLogic Client Automation database. The Deployment Manager is located, for example, at with a default port number of Configure Deployment Manager to use the directory service for user authentication. 6 Configure console settings to enable Report Center integration. 7 Create a user in the directory service in cn=users that is accessible by BMC BladeLogic Client Automation, Deployment Manager, and CMS. 52 Installation and Configuration Guide

53 Installing BMC BladeLogic configuration automation applications 8 Configure the master transmitter to use the Product Catalog by editing the settings in the AR System tab. Providing access to BMC BladeLogic Client Automation from ITSM user accounts Perform the following steps to provide access to BMC BladeLogic Client Automation from ITSM user accounts. 1 Make sure that BMC BladeLogic Client Automation is installed. 2 Replace cms host:port with the actual value for the CMS host and port in both of the following files:! CAICMS_SSOWebService.xml! CMSTSM_PolicyManager.xml 3 Use BMC Remedy Administrator to import the changed.xml definitions to the AR System server. 4 In the AR System server, configure the ARDBC LDAP plug-in to use the directory services of BMC BladeLogic Client Automation. For instructions about configuring the ARDBC LDAP plug-in, see the ARDBC LDAP plug-in section of BMC Remedy Action Request System Integration Guide. 5 In BMC Remedy Administrator, modify the form properties for LDAP:Users and LDAP:Groups so that they use the directory services server. 6 Create a directory services user. For the purposes of integration, you must create the following types of users in the CTM:People form to use the Change Management application.! CMS AR System User This is a single special user created for the integration.! Change Management Users These are regular users created for the Change Management application. For both users, you must use the same login and password combination in the Configuration Management and Change Management applications. Therefore, you must create users in CTM:People that match the user name and password combinations that have access to CMS in LDAP. 7 Provide the CMS Host and DM Host names and set the status to Active. This step creates links between the BMC BladeLogic Client Automation system, Change Management, and Task Management System. 8 For the integration to be complete, you must:! Edit the Directory Service or Remedy Integration to include the CMS AR System User with exactly the same login and password. For instructions about editing directory services, see the Adding or editing a directory service section of the BMC Configuration Automation for Clients CMS and Tuner Guide. Installing BSM Interoperability components! 53

54 BSM Interoperability ! Make sure that the user has appropriate roles to perform configuration management tasks. Verify that correct roles are available in BMC BladeLogic Client Automation. For information about user roles, see the What are user roles? section of the BMC Configuration Automation for Clients CMS and Tuner Guide.! Configure mid tier, AR System database, and Java runtime settings. For instructions about these procedures, see the following guides:! Mid tier See the Configuring the mid tier chapter of BMC Remedy AR System BMC Remedy Mid Tier Guide.! AR System database See the Server information Database tab section of BMC Remedy Action Request System Configuration Guide.! Java runtime settings See the Run-time configuration section of the BMC Remedy Action Request System Integration Guide. Installing BMC Capacity Management Essentials Perform the following steps to install BMC Capacity Management Essentials. This installation installs all BMC Capacity Management Essentials on one computer. BMC Capacity Management Essentials must be installed on a Windows computer. 1 Begin the installation as described in the Installing the product section of BMC Capacity Management Essentials Getting Started. 2 When prompted, choose Capacity Management Essentials Administrator Console. The Capacity Management Essentials Administrator Console collects data from computers and populates that data into the Visualizer database that is shipped with the product. The console requires Microsoft.NET Framework version 3.0 or later. 3 Configure the components as appropriate for your environment. 54 Installation and Configuration Guide

55 Installing mainframe applications Installing mainframe applications To integrate BMC Discovery for z/os and BMC Impact Integration for z/os, installed on an IBM mainframe computer, with BSM Interoperability , you are not required to perform any special tasks. For information about installing these products, see the following guides:! BMC Discovery for z/os Agent Installation and User Guide Review for procedures about installing the BMC Discovery for z/os Agent that enables mainframe inventory discovery.! BMC Impact Integration for z/os User Guide See the Preparing to install and customize BMC II for z/os chapter for installation prerequisites and the Installing BMC II for z/os cell and console components chapter for installation procedures. Installing BSM Interoperability components! 55

56 BSM Interoperability Installation and Configuration Guide

57 3 BSM Chapter Interoperability workflows This chapter presents technical workflows and troubleshooting for use cases in BSM Interoperability. The following topic is provided:! BSM Interoperability use cases (page 58) Chapter 3 BSM Interoperability workflows 57

58 BSM Interoperability BSM Interoperability use cases This section contains high-level overviews of use cases involving products in the BSM Interoperability product stack. Each use case lists the products involved, important preqrequisites, a step-by-step outline of the flow of data through the involved products, and a diagram illustrating the data flow represented in the technical flow step-by-step outline. NOTE These use cases do not represent all potential use cases or functions of these products. The following use cases are described:! Reconciliation of multiple data sources! End to end service level management! Holistic compliance! Intelligent incident! Problem management! Virtualization! Web self-service! Continuous compliance servers! Continuous compliance networks! Decision Support 58 Installation and Configuration Guide

59 BSM Interoperability use cases Use case: Reconciliation of multiple data sources This section contains a scenario in which objects are discovered and reconciled into the production database so that the CI and relationship data becomes available to consuming applications. Products involved This section lists the primary products involved in this use case.! BMC Atrium! BMC Atrium CMDB! BMC Atrium Discovery and Dependency Mapping! Service Assurance! BMC Performance Manager Portal! BMC Transaction Management Application Response Time! Service Automation! BMC BladeLogic Server Automation! BMC BladeLogic Client Automation! BMC Identity Management Prerequisites! Data sources have been integrated with BMC Atrium CMDB and data model extensions, if appropriate, have been installed. Technical flow " Technical use case 1 Data sources, such as those listed below, collect data and populate that data into BMC Atrium CMDB.! BMC Atrium Discovery:! performs a scan to discover CIs and relationships in the environment! uses the BMC Atrium CMDB API to populate the import dataset in the CMDB! BMC BladeLogic Server Automation:! collects information from RSCD agents on remote servers in the environment! sends the information to BMC Atrium CMDB via BMC Atrium Integration Engine BSM Interoperability workflows! 59

60 BSM Interoperability ! BMC BladeLogic Client Automation! collects information about your environment through the use of tuners and distribution servers! sends the information to BMC Atrium CMDB via BMC Atrium Integration Engine! BMC Identity Management! collects user information through Services Managers and Provisioning Modules (connectors), which are usually installed on the managed systems and enable two-way communication between the managed systems and Enterprise SecurityStation! uses the BMC Atrium CMDB API to populate the import dataset in the CMDB! BMC Performance Manager Portal! monitors a set of elements (CIs)! uses the BMC Atrium CMDB API to populate the import dataset in the CMDB! BMC Transaction Management Application Response Time! determines the health of business applications and measures their response time by monitoring transactions (activity) related to those applications! uses the BMC Atrium CMDB API to populate the import dataset in the CMDB 2 Synchronization tasks import the new data (such as CIs and relationships), as well as changes and deletions, to BMC Atrium CMDB. 3 To prevent data consistency problems resulting from multiple data providers, the data can be normalized against the Product Catalog using the BMC Atrium CMDB Normalization Engine. 4 Reconciliation jobs are run using the BMC Atrium CMDB Reconciliation Engine to merge CIs and relationships with other data in the (development or production) dataset. 5 Data collection and discovery tasks, synchronization tasks, purge jobs, and normalization and reconciliation jobs are periodically performed to maintain the data in BMC Atrium CMDB. Related documentation For more information about normalization and reconciliation, see the documentation for your products and the BMC Atrium CMDB Patch 001 Normalization and Reconciliation Guide. 60 Installation and Configuration Guide

61 BSM Interoperability use cases Troubleshooting For issues with importing data to the CMDB, see the appropriate source: Table 3-1: Troubleshooting reconciliation of multiple data sources Process Product Documentation populating data into the CMDB data normalization reconciliation! BMC BladeLogic Server Automation! BMC BladeLogic Client Automation BMC Performance Manager Portal BMC Atrium Discovery and Dependency Mapping BMC Atrium CMDB BMC Atrium CMDB BMC Atrium Core Troubleshooting Guide for steps to enable BMC Atrium Integration Engine logs Knowledge article : Troubleshooting Problems adding Elements from Performance Management Portal to CMDB BMC Atrium Discovery and Dependency Mapping: Populating BMC Atrium CMDB for information about configuring synchronization! BMC Atrium Core Troubleshooting Guide for information about enabling normalization logs! Knowledge article : Troubleshooting Normalization Issues with Atrium Normalization Engine! Knowledge article : Diagnosing issues within the Reconciliation of Multiple Data Sources use case - Reconciliation! Knowledge article : Best Practices for Diagnosing Issues in Reconciliation of Multiple Data Sources BSM Interoperability workflows! 61

62 BSM Interoperability Data flow Figure 3-1 illustrates the flow of data depicted in this use case. Figure 3-1: Reconciliation of multiple data sources data flow 1 data is collected by providers BMC Atrium Discovery BMC BladeLogic BCAC BMC Identity Management BMC Performance Manager Portal BMC TM- ART 2 data is imported into BMC Atrium CMDB BMC Atrium CMDB 3 data can be normalized against the Product Catalog (before or after step 2) import datasets Normalization Engine Product Catalog 4 reconciliation jobs merge data provider data with asset data Reconciliation Engine production dataset 5 jobs run periodically to maintain data 62 Installation and Configuration Guide

63 BSM Interoperability use cases Use case: End to end service level management This section contains a scenario in which an event impacts service level agreement (SLA) compliance, milestones are triggered, and the potential impact on SLAs are visible to IT personnel working on issues as well as to executives monitoring overall SLA compliance. When the issue is addressed, key performance indicators (KPIs) monitored by SLM are restored to desired range and SLAs become compliant again. Products involved This section lists the primary products involved in this use case.! BMC Atrium! BMC Atrium CMDB! BMC Dashboards for BSM! BMC Service Level Management! Service Assurance! BMC Performance Manager Portal! BMC Service Impact Manager! BMC Transaction Management Application Response Time Prerequisites 1 A discovery tool has scanned existing assets and migrated the data into BMC Atrium CMDB, where it is reconciled with the production dataset. 2 BMC Service Model Editor created impact relationships based on a business service model. 3 Service targets have been configured in BMC Service Level Management to assign penalties for non-compliance when a business service is in a state of alarm for a predetermined period of time. 4 An SLA has been created in BMC Service Level Management and that SLA has been associated to a business service CI in the service model. BSM Interoperability workflows! 63

64 BSM Interoperability Technical flow " Technical use case 1 An event causes a business impact. 2 A business service is impacted as reported by BMC Performance Manager Portal. 3 BMC Service Level Management polls BMC Service Impact Manager through IIWS on the status of business service CIs and discovers that the CI is impacted. 4 Based on the SLA previously set up in BMC Service Level Management, the business service SLA is determined to be out of compliance. 5 The Service Level Management Dashboard in BMC Service Level Management reports the out-of-compliance information. 6 The SLA status for the impacted CI shows up in BMC Performance Manager Portal as breached. 7 BMC Dashboards for Business Service Management reports the breached SLAs. 8 When the CI is no longer impacted, BMC Service Level Management, which polls the CI status periodically, re-computes the SLA status and finds that the SLA is now compliant. 9 BMC Performance Manager Portal reports the improved status of the SLA. 10 BMC Dashboards for BSM also reports the improved status of the SLA. 64 Installation and Configuration Guide

65 BSM Interoperability use cases Data flow Figure 3-2 illustrates the flow of data depicted in this use case. Figure 3-2: End-to-end service level management data flow 1 BMC Service Impact Management 2 BMC Performance Manager Portal an event causes a business impact the business impact is reported BMC Service Level Management 3 poll through IIWS, recognizes the business service impact 4 business service SLA determined to be out of compliance 5 SLA breach BMC Service Level Management dashboard reports the SLA breach IT department view BMC Performance Manager Portal BMC Dashboards for BSM executive view 6 SLA breach 7 SLA breach BMC Service Level Management 8 business service SLA determined to be in compliance, reports compliance BMC Performance Manager Portal BMC Dashboards for BSM 9 SLA OK 10 SLA OK BSM Interoperability workflows! 65

66 BSM Interoperability Use case: Holistic compliance This section contains a scenario in which out-of-compliance CI configurations are detected, and incidents or change requests are logged to bring them into compliance. Products involved This section lists the primary products involved in this use case.! Atrium! BMC Atrium CMDB! BMC Atrium Orchestrator (BMC BladeLogic Network Automation uses built-in BMC Atrium Orchestrator)! Service Automation! BMC BladeLogic Server Automation! BMC BladeLogic Network Automation! Service Support! BMC Remedy IT Service Management, including Asset Management BMC Service Desk Prerequisites! Products (such as BMC BladeLogic Network Automation or BMC BladeLogic Server Automation) have been configured to send SNMP traps to BMC Atrium Orchestrator.! Snapshot jobs have been run to establish a baseline for audits.! The baseline system is used to generate templates for audit jobs and to send SNMP events if the audit fails.! For BMC BladeLogic Server Automation:! The following adapters are installed: BMC Atrium Orchestrator SNMP adapter BMC BladeLogic Server Automation adapter BMC Remedy AR System adapter Web Services adapter File Adapter! BMC BladeLogic Integration with Atrium is installed.! BMC Remedy ITSM user with permissions to create, update, and close change and incident tickets and read assets in BMC Asset Management. 66 Installation and Configuration Guide

67 BSM Interoperability use cases! Server identities, hardware information, impact relationships, related CIs, and business service definitions are migrated into the BMC BladeLogic Server Automation dataset and reconciled into the production dataset.! Configure the Closed Loop Server Audit RBA-to-BladeLogic workflow to monitor SNMP events that will be sent from BladeLogic and will create incidents and change requests. Technical flow " Technical use case 1 After an audit is run on the system, an out-of-compliance condition is created (for example, BMC BladeLogic Server Automation creates a compliance job) and an SNMP trap is sent to BMC Atrium Orchestrator. 2 The BMC Atrium Orchestrator audit workflow creates an incident updated with the new information describing the discrepancies. 3 The BMC Atrium Orchestrator audit creates a change request and the incident created by the workflow is related to the change request. A change task is also created with work notes that list relevant information regarding the audit, such as target server information, and a description of what is out of compliance. 4 A CI from BMC Asset Management is related to the change request. 5 The change request is approved either manually or automatically, based on impact and priority. 6 BMC BladeLogic Server Automation creates a remediation package job and remediation job. 7 BMC BladeLogic Server Automation reconfigures the system to reach compliance. 8 After the change ticket and its tasks have been closed, the audit workflow in BMC Atrium Orchestrator closes the incident. The change is completed and task and incident are closed. BSM Interoperability workflows! 67

68 BSM Interoperability Data flow Figure 3-3 illustrates the flow of data depicted in this use case. Figure 3-3: Holistic compliance data flow 1 SNMP trap BMC Atrium Orchestrator audit indicates that an out-of-compliance condition exists 2 incident is created 4 BMC Remedy Asset Management CI is related to the change request 3 5 change request created change request approved 7 BMC BladeLogic or BMC Configuration Automation for Clients system reconfigured to reach compliance 6 8 remediation package and job created change is completed and incident and task are closed 68 Installation and Configuration Guide

69 BSM Interoperability use cases Use case: Intelligent incident This section contains a scenario in which an event occurs in the environment, the impact of the event is calculated, and a data-enriched incident is created so that it can be properly assigned. Both the incident and the impact on business services have appropriate executive visibility and add data to problem management processes. When the incident is resolved, monitoring tools confirm the closure of the events. Products involved This section lists the primary products involved in this use case.! Atrium! BMC Atrium CMDB! Service Assurance! BMC Performance Manager Portal! BMC ProactiveNet! BMC Service Impact Management! BMC Transaction Management Application Response Time (BMC TM ART)! Integration for BMC Remedy Service Desk! Service Support! BMC Remedy IT Service Management, including Asset Management BMC Service Desk Prerequisites! Asset inventory scan has been run and the data synchronized with the CMDB.! BMC TM ART integrated with BMC Atrium CMDB.! BMC TM ART integrated with BMC Impact Manager.! BMC Performance Manager Portal integrated with BMC Atrium CMDB.! BMC TM ART or BMC Performance Manager Portal configured to send performance data to BMC ProactiveNet.! BMC ProactiveNet integrated with BMC Event Manager.! Transaction and service model CIs, and impact relationships between the business service and activities, are set up in the service model.! A service policy has been set up in Integration for BMC Remedy Service Desk. BSM Interoperability workflows! 69

70 BSM Interoperability Data prerequisites! Discovery product to discover CIs, populate them in CMDB, and reconcile to BMC.ASSET.! Discovery products to discover impact relationships and put them in CMDB. Technical flow " Technical use case 1 An out-of-compliance event is detected and an exception is generated. 2 Depending on your configuration, one of the following occurs:! BMC TM ART sends the event to BMC Event Manager.! BMC Performance Manager Portal sends the event to BMC Event Manager.! BMC TM ART or BMC Performance Manager Portal sends performance data to BMC ProactiveNet. 3 BMC ProactiveNet generates intelligent events from the data and forwards to BMC Event Manager. 4 The event is propagated from BMC Event Manager to BMC Service Impact Manager. 5 The impact of the event on CIs and business services is computed by BMC Service Impact Manager, based on the service model that was defined. 6 IBRSD creates incidents in Service Desk against the business service and against the CI. 7 The incidents are assigned and worked by users in BMC Remedy Service Desk. 70 Installation and Configuration Guide

71 BSM Interoperability use cases Data flow Figure 3-4 illustrates the flow of data depicted in this use case. Figure 3-4: Intelligent incident data flow 1 Event 2 BMC TM-ART or BMC Performance Manager Portal detects exception, forwards data 3 BMC ProactiveNet Analytics generates intelligent events 4 BMC Event Manager BMC Impact Solutions 5 BMC Service Impact Manager impact computed by BMC SIM 6 IBRSD creates incidents 7 BMC Remedy Service Desk problem tickets assigned and worked by users BSM Interoperability workflows! 71

72 BSM Interoperability Use case: Problem management This section contains a scenario in which an event is isolated and its business impact determined. Products involved This section lists the primary products involved in this use case.! Atrium! BMC Atrium CMDB! BMC Atrium Discovery and Dependency Mapping! BMC Configuration Discovery for CMDB! Service Assurance! BMC Performance Manager Portal! BMC Service Impact Manager Prerequisites! Asset inventory scan has been performed and data has been synchronized with the CMDB.! Discovered data (CIs and relationships) has been migrated to production dataset.! In BMC Performance Manager Portal, Infrastructure Elements have been added to monitor application classes.! In the Service Model Editor, a service model has been created where a business service is impacted by servers.! In BMC Service Level Management, service targets have been created. Technical flow " Technical use case 1 Incidents are assigned and worked by users in Service Desk. 2 The incident assignee searches for known problems in Problem Management and relates it to a known error. 3 The incident assignee searches RKM for workarounds to resolve the issue. 4 The incident assignee is able to cross-launch BMC Capacity Management Essentials, BMC Performance Manager Portal, or BMC Transaction Management Application Response Time from the affected CI in BMC Atrium Explorer. 5 The incident assignee addresses the cause of the event, resolves the incident, and notes resolution details in the knowledge base. 72 Installation and Configuration Guide

73 BSM Interoperability use cases 6 When the affected system returns to normal, BMC Service Impact Manager reports the change. 7 BMC Impact Explorer indicates that the system has returned to normal. Data flow Figure 3-5 illustrates the flow of data depicted in this use case. Figure 3-5: Problem management data flow 1 BMC Remedy Service Desk problem tickets assigned and worked by users 2 BMC Problem Incident assignee searches for known Management problems 3 BMC Remedy Knowledge Management incident assignee searches for workarounds 4 BMC Atrium Explorer BMC Capacity Management Essentials BMC Performance Manager Portal BMC Transaction Management Essentials 5 Incident cause addressed, incident resolved 6 BMC Service Impact Manager improved condition is reported 7 BMC Impact Explorer improved condition is reported BSM Interoperability workflows! 73

74 BSM Interoperability Use case: Virtualization This section contains a scenario in which a virtual machine migrates to another ESX server in a Virtual Center environment. This unplanned migration of a virtual machine is captured and a change request is logged so it will be documented and referencable for any problems encountered later. The unplanned migration of a virtual machine to a new server triggers a BMC Atrium Discovery and Dependency Mapping scan and synchronization to BMC Atrium CMDB so the IT infrastructure data will be accurate in the CMDB. Products involved This section lists the primary products involved in this use case.! Atrium! BMC Atrium CMDB! BMC Atrium Discovery and Dependency Mapping! BMC Atrium Orchestrator Run Book for Virtualization Management! Service Support! BMC Remedy IT Service Management, including BMC Change Management 74 Installation and Configuration Guide

75 BSM Interoperability use cases Prerequisites! Change templates have been created in BMC Change Management to be created automatically by Atrium Orchestrator when it detects a VM image migration.! BMC Atrium Discovery and Dependency Mapping job defined to discover virtual center.! BMC Atrium Orchestrator configured to trigger a Virtual Center Discovery scan in BMC Atrium Discovery and Dependency Mapping.! BMC Atrium Discovery and Dependency Mapping configured to continuously synchronize to CMDB.! BMC Atrium CMDB Reconciliation Manager configured to run BMC Atrium Discovery and Dependency Mapping reconciliation job. Technical flow " Technical use case 1 A virtual system undergoes an unplanned change. Here, it migrates to another ESX server (an unplanned VMotion). 2 BMC Atrium Orchestrator creates a change request based on the change template for an unplanned change of the virtual machine. 3 The change is automatically approved. 4 BMC Atrium Orchestrator detects the VMotion and triggers BMC Atrium Discovery to immediately run the Virtual Center discovery task. BMC Atrium Discovery synchronizes changes to the relationship to indicate that the VM image runs on new ESX server, so data in BMC Atrium CMDB is up to date. Continuous reconciliation in the BMC Atrium CMDB Reconciliation Engine merges the change to the production dataset. BSM Interoperability workflows! 75

76 BSM Interoperability Data flow Figure 3-6 illustrates the flow of data depicted in the use case with a manual change. Figure 3-6: Virtualization data flow BMC Atrium Orchestrator 1 2 unplanned VMotion detected change request created 3 change approved 4 virtual machine approved on new server Virtual Center discovery task triggered scans new server BMC Atrium Discovery reconciles with production dataset BMC Atrium CMDB 76 Installation and Configuration Guide

77 BSM Interoperability use cases Use case: Web self-service This section contains a scenario in which a user enters a service request at a selfservice web interface, the request is seamlessly passed to the appropriate backoffice fulfillment application, which leverages the discovered IT infrastructure data and established processes. The request is fulfilled using established processes, the request is resolved and the user is notified. Products involved This section lists the primary products involved in this use case.! Atrium! BMC Atrium CMDB! BMC Atrium Orchestrator! BMC Identity Management! Service Support! BMC Service Request Management Prerequisites! BMC Service Level Management - BMC Identity Management integration! Process definition template configured in SRM to create a Change Request! Process definition template configured in SRM to reset password in Identity Management Data prerequisites! Discovery product to discover CIs and pupate them in CMDB, and reconcile into BMC.ASSET. Technical flow " Technical use case 1 A user reviews available services in the Service Catalog in the Self Service Interface of BMC Service Request Management (SRM) and creates a request. 2 BMC Service Request Management processes the request by matching a service request definition with a process definition template and creates an incident or change request. A service target time has also been configured for the change request. 3 Based on the task template, either an automated or manual task is created. 4 The user checks the status of their request in BMC Service Request Management and sees that the request is awaiting approval. BSM Interoperability workflows! 77

78 BSM Interoperability For change requests: IT goes through the change approval process and implements the change. For automated tasks (such as resetting a password): the task is initiated and performed automatically. 6 The service request is updated as Resolved. 7 BMC Service Request Management updates the service request view with the change and the results of the service target. 78 Installation and Configuration Guide

79 BSM Interoperability use cases Data flow The following diagram illustrates the flow of data depicted in this use case. Figure 3-7: Web self-service data flow 1 BMC Service Request Management user reviews available services, creates request 2 Service Request = Process Definition service request matched with process definition template 3 manual or automatic task created 4 user checks status, sees that the request is awaiting approval 5 IT approval process and change initiation, or automatic change 6 service request status is updated 7 service request view updated with change and results BSM Interoperability workflows! 79

80 BSM Interoperability Use case: Continuous compliance servers BSM Interoperability tested the Continuous compliance servers use case. For detailed information about this use case, see the BMC Continuous Compliance for Server Automation solution Getting Started Guide. Use case: Continuous compliance networks BSM Interoperability tested the Continuous compliance networks use case. For detailed information about this use case, see the BMC Continuous Compliance for Network Automation Implementation Guide. Use case: Decision Support BSM Interoperability tested the Decision Support use case. For detailed information about this use case, see the Service Automation Integration to BMC Dashboards for BSM Getting Started Guide. 80 Installation and Configuration Guide

81 Index A B C D E F G H I J K L M N O P Q R S T U V W X Y Z A access to BMC BladeLogic Client Automation from ITSM user accounts, providing 53 access to ITSM from BMC BladeLogic Client Automation user accounts, providing 52 applying licenses 35 AR System and AR System applications, installing 32 AR System installation paths 32 audience for this guide 15 audience, intended 15 B BMC 46 BMC Analytics for Business Service Management function 8, 22 installing 45 BMC Analytics for CMDB and Asset Management 45 BMC Atrium CMDB SIM extensions 39 BMC Atrium CMDB, function 9 BMC Atrium CMDB, installing 35 BMC Atrium Core function 9 installing 35 BMC Atrium Discovery and Dependency Mapping function 8, 22 installing 41 BMC Atrium Impact Simulator, installing 35 BMC Atrium Integration Engine, function 9 BMC Atrium Integration Engine, installing 35 BMC Atrium Orchestrator function 11, 22 BMC Atrium Orchestrator Configuration Distribution Peer, installing 45 BMC Atrium Orchestrator Development Studio, installing 46 BMC Atrium Orchestrator Lightweight Activity Peer, installing 46 BMC BladeLogic Client Automation configuring 50 installing 49 BMC BladeLogic Network Automation installing 49 BMC BladeLogic Operations Manager function 12, 22 BMC BladeLogic Server Automation installing 47 BMC BladeLogic Server Automation, installing 47 BMC Capacity Management Essentials installing 54 BMC Configuration Automation for Clients function 11, 22 BMC Configuration Automation for Networks function 12, 22 BMC Configuration Drift Management function 22 installation 36 BMC Configuration Management Configuration Discovery Integration for CMDB function 12, 23 installing 51 BMC Configuration Management Configuration Discovery Integration for CMDB, installation overview 51 BMC Dashboards for Business Service Management function 8, 23 installing 44 BMC Identity Management function 13 installing 38 BMC Impact Portal installing 40 BMC Impact Solutions function 10 installing 39 integrating with BMC Remedy Service Desk 39, 41 BMC Performance Manager Portal installing 40 Index 81

82 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z BMC Portal function 10, 23 installing 40 BMC ProactiveNet Analytics function 11, 23 installing 41 BMC ProactiveNet Analytics, installing 41 BMC Remedy Action Request System function 8 BMC Remedy Approval Server installing 34 BMC Remedy AR System installing 34 BMC Remedy Asset Management function 13, 24 BMC Remedy Assignment Engine installing 34 BMC Remedy Change Management function 13, 24 BMC Remedy Flashboards installing 34 BMC Remedy Incident Management function 13, 24 BMC Remedy IT Service Management function 13, 24 BMC Remedy Knowledge Management function 13, 24 installation 37 integration with BMC Remedy ITSM 37 BMC Remedy Knowledge Management, installing 37 BMC Remedy Mid Tier, installing 35 BMC Remedy Problem Management function 13, 24 BMC Remedy Service Desk function 13, 24 BMC Run Book Automation, installing 45 BMC Service Automation Reporting installing 47 BMC Service Automation Reporting and Analytics function 12, 24 BMC Service Level Management function 9, 25 installing 36 BMC Service Level Management Collection Point 36 BMC Service Request Management CAI Registry options 36 function 13, 25 installation tip 36 BMC Service Request Management integrations 36 BMC Service Request Management, installing 36 BMC Software, contacting 2 BMC TM ART Central Execution Server 43 BMC Transaction Management Application Response Time function 11, 25 BMC Transaction Management Application Response Time Integrations, installing 43 BMC Transaction Management Application Response Time, installing 43 bmcslm-solaris.bin 36 BSM Enablement data 36 BSM Interoperability data flow 18 C CMDB synchronization 42 Configuration Management user accounts, providing access to ITSM from 52 customer support 3 D data flow diagram 19 Database Initial Size setting 34 database requirements 20 Database Settings 35 diagram, integrations 19 documentation, related 14 E export failures, cause 35 I iiws 44 installation overview 26 paths for WIndows and UNIX 32 installation order 27, 34 installation paths for AR System 32 installing BMC Transaction Management Application Response Time Integrations 43 Integration for BMC Remedy Service Desk, installing 41 ITSM user accounts, providing access to CM from 53 L licenses, applying Installation and Configuration Guide

83 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z M mainframe applications, installing 55 mid tier, installing 35 monitoring applications, installing 44 MSSql_installSecurityScript_Unicode.sql 50 P patches, for AR System 34 prerequisites 20 Product Catalog function 9 installing 35 product support 3 purpose of interoperability 7 R recommended database size, for AR System 34 related documentation 14 reporting applications, installing 44 S SIM KB component classes 40 support, customer 3 system requirements 20 T technical support 3 threads setting, in AR System 35 tnsnames.ora 34 transaction management applications, installing 43 U UNIX installation path 32 system requirements 20 user accounts providing access to CM from ITSM 53 providing access to ITSM from 52 W Windows installation path 32 system requirements 20 Index 83

84 A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 84 Installation and Configuration Guide

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