Business Service Management

Business Service Management Installation Guide Release 12.2

Please direct questions about Business Service Management or comments on this document to: APM Customer Support FrontLine Support Login Page: http://go.compuware.com Copyright 2014 Compuware Corporation. All rights reserved. Unpublished rights reserved under the Copyright Laws of the United States. U.S. GOVERNMENT RIGHTS-Use, duplication, or disclosure by the U.S. Government is subject to restrictions as set forth in Compuware Corporation license agreement and as provided in DFARS 227.7202-1(a) and 227.7202-3(a) (1995), DFARS 252.227-7013(c)(1)(ii) (OCT 1988), FAR 12.212(a) (1995), FAR 52.227-19, or FAR 52.227-14 (ALT III), as applicable. Compuware Corporation. This product contains confidential information and trade secrets of Compuware Corporation. Disclosure is prohibited without the prior express written permission of Compuware Corporation. Use of this product is subject to the terms and conditions of the user's License Agreement with Compuware Corporation. Documentation may only be reproduced by Licensee for internal use. The content of this document may not be altered, modified or changed without the express written consent of Compuware Corporation. Compuware Corporation may change the content specified herein at any time, with or without notice. All current Compuware Corporation product documentation can be found at http://go.compuware.com. Compuware, Vantage, dynatrace, Gomez, Synthetic Monitoring, Network Monitoring, Server Monitoring, VantageView, FrontLine, and Enterprise Portal are trademarks or registered trademarks of Compuware Corporation. Adobe Reader is a registered trademark of Adobe Systems Incorporated in the United States and/or other countries. All other company and product names are trademarks or registered trademarks of their respective owners. Build: January 9, 2014, 20:12

Contents Contents Introduction...................................................... Installation Guide Overview........................................... Who Should Read This Guide.......................................... Acronyms........................................................ Organization of This Guide............................................ Related Publications................................................. Customer Support Information......................................... Information to Provide to Customer Support............................. Documentation Conventions........................................... Chapter 1 Business Service Management Architecture..................... Chapter 2 System Requirements..................................... Compatible Compuware APM Product Releases for BSM 12.2................. Server Hardware Requirements......................................... VMware Supported Environments..................................... Operating System and Database Requirements.............................. Supported Platforms............................................... Supported Application Server........................................ Supported Databases.............................................. Supported Platforms for the Configuration Client............................ CSS System Requirements............................................ Enterprise Portal System Requirements................................... Chapter 3 Database Configuration.................................... Estimating Database Size Requirements.................................. Optimizing Database Performance...................................... Optional: Configuring a Database....................................... Configuring Microsoft SQL Server.................................... Creating Databases in SQL Server................................... Enabling TCP/IP for SQL Server.................................... Configuring Authentication for SQL Server............................ Setting up Windows Authentication to SQL Server...................... 5 5 5 5 6 7 8 9 10 11 15 15 15 16 16 16 17 17 17 18 18 21 21 22 23 24 24 24 25 25 3

Contents Setting up Windows Authentication When Service Model Server, Enterprise Portal and SQL Server are on Different Machines........................... Setting up Windows Authentication When Service Model Server, Dashboard and SQL Server are on Same Machine................................. Remote Connections to SQL Server 2008 R2 Require Configuration.......... SQL Server Database Must Have Case-Sensitive Collation................ Oracle Database.................................................. Creating a BSM Oracle User....................................... Verifying the Database............................................... Chapter 4 New Installations......................................... Installing Components on Separate Servers................................ Installing Multiple BSM Instances on the Same Machine...................... License.......................................................... System Clock Settings............................................... Port Settings...................................................... Installing on Windows............................................... Installing the CSS on Windows....................................... Install BSM..................................................... Client Installation................................................. Install a Standalone Connection Manager Server.......................... Installing the Enterprise Portal on Windows.............................. Deploy BSM Dashboards in the Portal................................ Installing on Linux.................................................. Installing the CSS on Linux Red Hat................................... Install BSM..................................................... Installing the Enterprise Portal on Linux Red Hat.......................... Chapter 5 Post-Installation Tasks..................................... Configure SSL for the Enterprise Portal................................... Configuration and Log Files........................................... Checking Directory Contents.......................................... Starting the Configuration Client........................................ Starting the Service Model Server and Enterprise Portal on UNIX and Linux...... Starting the Enterprise Portal.......................................... Index........................................................... 26 27 27 27 27 28 28 31 31 32 32 32 33 34 35 37 38 39 41 43 44 44 46 47 49 49 51 53 53 54 54 55 4

INTRODUCTION Installation Guide Overview This guide describes how to install Business Service Management (BSM) and its components in your environment. If you installed a previous release of BSM and want to upgrade to the latest release, see the Compuware APM Upgrade and Migration Guide (Upgrade.pdf), available on DVD 1 in the Business Service Manager\Documentation folder. This guide does not contain reference or usage information. You can find that information in the documents installed with BSM and the online help. For more information, see Related Publications [p. 7]. Who Should Read This Guide This manual is written for the administrator, application manager, or any other individual who installs and administers BSM and related components. Acronyms Table 1. Acronym Definitions Acronym ADS AMD APM AS ASN B-AMD BSM CAS Definition Advanced Diagnostics Server Agentless Monitoring Device Compuware's Application Performance Management product suite Autonomous System Autonomous System Number Broadband Agentless Monitoring Device Business Service Management Central Analysis Server 5

Introduction Table 1. Acronym Definitions (continued) Acronym CBA CIDR COS CSS CSV DATM DC RUM DLM DMI EUE NDA PVU RUM SAS SI SPAN TCAM TTA VACL WINS Definition Console Basic Analyzer Classless Inter-Domain Routing Compuware Open Server Compuware Security Server Comma Separated Values Deep Application Transaction Management Data Center Real User Monitoring Distributed License Management Data Mining Interface End User Experience Network Delta Access Page View Users Real User Monitoring Serial Attached SCSI Subscriber Intelligence Switched Port Analyzer Thin Client Analysis Module Transaction Trace Analysis VLAN Access Control List Windows Internet Name Service Organization of This Guide This Installation Guide contains the following chapters: Business Service Management Architecture [p. 11] Describes the product architecture and its functional components. System Requirements [p. 15] Describes the environments supported for BSM, and provides sample configurations for estimating memory and other requirements. New Installations [p. 31] Provides instructions for performing new installations. Post-Installation Tasks [p. 49] Describes the configuration tasks that must be performed after installation is completed. Also describes how to start BSM components. 6

Related Publications Online help is accessible from the interface menu and by pressing [F1]. The following documents are provided in PDF format: Business Service Management Release Notes This document contains information about the release: New feature descriptions List of supported platforms, databases, hardware, adaptors, and browsers Known issues Troubleshooting information Compuware Customer Support contact information Contains the following information: Preparation for BSM installation, including requirements for databases Installation procedures Post-installation procedures and checks It also includes notes on typical system configurations, which may helpful in assessing your setup and installation. Compuware APM Upgrade and Migration User Guide Contains information on upgrading and migrating BSM and other products to the latest release. Business Service Management Administration Guide Contains the following information: How to use the Compuware Security Server to set up user authentication methods, add users and user groups for your deployment. How to manage data archiving, backup and purging. Details the actions your system administrator may need to take to manage the Service Model Server and use troubleshooting utilities. Customizing the system to meet your organization goals. Business Service Management Service Model User Guide Contains the following information: Discussion, with examples, of a best-practices approach to developing and maintaining a Service Model. Supporting instructions for performing basic setup tasks for the Service Model, Service Model Templates, data connections, and services. Business Service Management Data Collection User Guide Contains the following information: Introduction Information how to use adaptors to collect data from supported Compuware APM and third-party products. 7

Introduction How to set up polling schedules (collection of data). Setting up Message Translators to filter data being sent to the Service Model. Business Service Management Event Management User Guide Describes the Event Management system, including information on: Notifications accessed through the Configuration Client and the Enterprise Portal. Event Console accessed through the Configuration Client and the Enterprise Portal. Introduces the Event Management Database Message Filter/Translator. Business Service Management Developer Reference Contains the following information on how to customize BSM using industry-standard scripting languages, including: Basic script editor functions available from the Configuration Client. Use of the Command Line Interface (CLI). Information on the Expression Language and JavaScript Expressions. Enterprise Portal User Guide Contains the following information on how to use the Portal for BSM and DC RUM reporting: Creating and using dashboards. Configuring and using DMI Reporting portlets. Configuring BSM portlets Creating and configuring pages. Enterprise Portal Administration Guide Contains the following information on how to use administration functions of the Portal for BSM, DC RUM and Synthetic Monitoring reporting: Managing CAS report servers. Managing the connections for portlets. Describes administration for BSM. Describes how to configure Synthetic Monitoring and VantageView for integration Customer Support Information FrontLine Support Website You can access information for Compuware products via our FrontLine support site. You can review frequently asked questions, read or download documentation, access product fixes, or e-mail your questions or comments. The first time you access FrontLine, you are required to register and obtain a password. Registration is free. To access FrontLine, log in to http://go.compuware.com. Select your product from the Product Support dropdown list. 8

Introduction Contacting Customer Support Phone USA and Canada: 1-800-538-7822 or 1-313-227-5444. All other countries: Contact your local Compuware office. Contact information is available at http://go.compuware.com. Web You can report issues via the Report and Track Calls tab on the FrontLine home page. NOTE Please report all high-priority issues by phone. Email apmsupport@compuware.com Mail Customer Support Compuware Corporation One Campus Martius Detroit, MI 48226-5099 APM Community You can find product documentation, forums with product experts, product fixes and more information at the Compuware APM Community. You must register and login to access the Community. Corporate Website To access the Compuware website, go to http://www.compuware.com. The Compuware site provides a variety of product and support information. Information to Provide to Customer Support Provide Customer Support with as much information as possible about your environment and the circumstances that led to the difficulty. Please be ready to provide: Your client number. This number is assigned to you by Compuware and is recorded on your sales contract. The name, release (version), and build number of the product and its components. This information is displayed when you select the About command from your product's Help menu. The name and release are also on the covers of the product documentation. Environment information, such as the operating system and release (including service pack level) on which the product is installed, memory, hardware/network specifications, and the names and releases of other applications that were running. Problem description, including screen shots. Exact error messages, if any (screen shots recommended). 9

Introduction Whether the problem is reproducible. If yes, sequence of steps to reproduce the problem. If not, a description of the actions taken before the problem occurred. A description of the actions that may have been taken to recover from the difficulty, and their results. Log file(s) from the component(s) affected by the problem. Compuware values your comments and suggestions about our products and documentation. Your feedback is very important to us. If you have questions or suggestions for improvement, let us know. Documentation Conventions The following font conventions are used throughout documentation: This font Bold Citation Documentation Conventions [p. 10] Fixed width Fixed width bold Fixed width italic Menu Item Screen Code block Indicates Terms, commands, and references to names of screen controls and user interface elements. Emphasized text, inline citations, titles of external books or articles. Links to Internet resources and linked references to titles in Compuware documentation. Cited contents of text files, inline examples of code, command line inputs or system outputs. Also file and path names. User input in console commands. Place holders for values of strings, for example as in the command: cd directory_name Menu items. Text screen shots. Blocks of code or fragments of text files. 10

CHAPTER 1 Business Service Management Architecture BSM provides a modular, scalable architecture that provides a variety of deployment options. Figure 1. BSM Components, with Data Sources [p. 11] shows the functional components and the main sources of data coming into the system. Server components, and integrated Enterprise components are described below: Figure 1. BSM Components, with Data Sources 11

Chapter 1 Business Service Management Architecture Enterprise Portal Introduced in release 12.0, the Portal builds off the Vantage Service Manager 11.x dashboards to become a common reporting component for BSM, DC RUM and Synthetic Monitoring. The Portal offers default Executive and Operations dashboards for the Service Model and new Application Health reports, designed to work with Central Analysis Server data. It also includes a new Charting portlet for customizing reports from Service Model dimensions and metrics. Service Model Server The Service Model Server is a standalone Java application that runs several key components, such as the Service Model and Service Model Template engines and the Connection Manager. It processes metrics and alerts, and manages Service Model data and statistics. Compuware recommends installing the Service Model Server and the Enterprise Portal on separate machines for best performance. Connection Manager The Connection Manager, a server subcomponent of the Service Model Server, can be deployed separately on its own machine for performance purposes. It is responsible for connecting the Service Model Server to external devices, via adaptors. These interactions can be bidirectional where the data source supports that interaction. For example, two-way helpdesk systems may have Business Service Management collecting data on ticket statuses as well as creating tickets for service management problems. Databases BSM requires three databases one each for the Service Model Server, Portal and CSS. You can set up one host for all of the databases, or distribute them on different hosts. BSM supports MS SQL Server and Oracle databases, which can be created during the installation process, or by a database administrator prior to installation. For more information, see Supported Databases [p. 17]. Configuration Client BSM is a client/server application that allows remote configuration and visualization of data. In the Configuration Client, you set up adaptor connections to receive external data; design and implement Service Model Templates for a buildout of the Service Model; and view your Service Model via the Service Model Navigator. You can also view events in the Event Console, configure notifications, perform data backup and purging, and other administrative tasks for the Service Model Server. Compuware Security Server (CSS) The CSS offers a single point of user management and product security for BSM, DC RUM and Synthetic Monitoring. You only need one CSS in your Compuware APM deployment. You can install additional instances for failover or scalability purposes. Sample deployment A typical BSM configuration consists of four server components: Service Model Server. Enterprise Portal, added in release 12.0. Database server. For more information, see Supported Databases [p. 17]. CSS. 12

Chapter 1 Business Service Management Architecture You can install all of these components on one server. In large deployments, to maintain high availability, security and load balancing, you may consider installing some server components (such as the Enterprise Portal and the Service Model Server) on separate servers. If required by your organization, you can install the databases separately. Under very high event loads or processing conditions, you can install the Connection Manager (a subcomponent of the Service Model Server) on its own server to distribute load. Rationalizing the size of your Service Model by monitoring only business-critical applications and sub-components will reduce the need to distribute BSM components. The same basic server hardware and software requirements apply when deploying these components separately. Figure 2. Example "Distributed" BSM Production Deployment [p. 13] shows a sample BSM deployment for a production environment. For more information, see Server Hardware Requirements [p. 15] and Supported Platforms [p. 16]. Figure 2. Example "Distributed" BSM Production Deployment 13

Chapter 1 Business Service Management Architecture 14

CHAPTER 2 System Requirements This chapter contains information on the operating system platforms, JREs, application servers, databases, and browsers supported by this BSM release. This chapter also includes information on what Compuware APM solutions are compatible with this release. Compatible Compuware APM Product Releases for BSM 12.2 Release 12.2 is compatible with the following Compuware APM solutions: Table 2. Compatible Product Solution Releases for BSM Release 12.2 Solution Enterprise Portal Data Center Real User Monitoring Server Monitoring Supported Releases 12.2. The Portal is backward compatible with BSM releases 11.7 and later. 11.6 and later. The Portal's Application Health reports will work only with CAS 12.0 and later, with the latest service pack. 11.5 and later Server Hardware Requirements Hardware requirements for installing BSM can vary with the system configuration. Factors that affect requirements include the database size and configuration, and whether services are installed on a single machine or distributed to separate servers. Compuware recommends any physical or vserver supporting 64-bit Microsoft Windows 2008 Server (or later), with the following hardware specifications (or equivalent) as a minimum requirement. The CSS can be installed on a separate server than the other BSM components. For system requirements, see CSS System Requirements [p. 18]. 15

Chapter 2 System Requirements Table 3. Minimum Hardware Requirements Hardware Component CPU Memory Hard drive Specification 2 x Quad Core Intel Xeon 5450, 3.00-GHz processor, 1333-MHz FSB 32-GB 667-MHz Dual Ranked DIMMs 6 x 146-GB Hot Plug 2.5 SAS, 10-Kb RPM Hard Drive (RAID 1+0 configuration) Specific systems have special needs and requirements. In addition to considering these guidelines, you should make your own assessment of your system and, if necessary, consult Compuware Customer Support. For more information, see Customer Support Information [p. 8]. VMware Supported Environments BSM server components can be installed on VMware virtualized environments, including VMware Workstation 9, VMware Server 2.x, and ESX 5. Ensure that the virtual environment provides at least the minimum specifications described for physical servers and you factor in deployment considerations in resource allocation. For more information, see Server Hardware Requirements [p. 15]. Operating System and Database Requirements Supported Platforms The Supported 64-bit Operating Systems table identifies the operating system platforms on which Business Service Management components (including the Compuware Security Server) can be deployed. Table 4. Supported 64-bit Operating Systems Operating System Comments Windows 2012 Standard Edition Windows 2008 Server 64-bit Compuware recommends using Windows Server 2008 or later. Windows 2008 Server R2 64-bit Compuware strongly recommends using the same platform as used for the Central Analysis Server. Windows 2003 Server 64-bit Red Hat Enterprise Linux 4.x, 5.x, 6.x 64-bit All editions. This release has not been tested on this platform. Only supported on certified hardware. 16

Supported Application Server Apache Tomcat 6.x is the only supported application server for BSM in release 12.2. Support for WebSphere and WebLogic has been dropped. Supported Databases The following table identifies supported databases. Table 5. Supported Databases and Drivers Chapter 2 System Requirements Database Supported Versions Comments Microsoft SQL Server 64-bit 2012 2008 2008 R2 Microsoft SQL Server 64-bit 2005 Microsoft SQL Server 2012 or 2008 64-bit Enterprise Edition is the recommended database for BSM. Table partitioning and data compression features require Enterprise or Developer Edition. See http://jtds.sourceforge.net. Table partitioning features require Enterprise Edition or Developer Edition. Data compression is supported only in SQL Server 2008. See http://jtds.sourceforge.net. Oracle 64-bit Oracle Grid 64-bit 10g 10g R2 (10.2) 11g R1 (64-bit) 11g R2 (64-bit) 6.2 Supported Platforms for the Configuration Client You can install a Configuration Client separately from the Service Model Server. The Table 6. Supported Operating Systems for the Configuration Client [p. 17] table identifies the operating system platforms on which the Configuration Client can be deployed. Table 6. Supported Operating Systems for the Configuration Client Operating System Windows 2012 and 2008 Server (and R2) 64-bit Comments Compuware recommends using Windows Server 2008 or later. Windows 2003 Server 64-bit Windows Vista Enterprise Windows 7 17

Chapter 2 System Requirements CSS System Requirements Server Platform 64-bit Windows Server 2008 or 2012 are recommended operating systems. Also supported (all 64-bit): Windows Enterprise 8 Windows 2003 Server 64-bit Red Hat Enterprise 4.x through 6.x Memory and HDD At least 4 GB RAM and 800 MB hard disk space. Database SQL Server 2008 or 2012 (both 64-bit) are recommended databases. Also supported: Oracle 10g, 10g R2 (10.2), 11g R1 (64-bit), 11g R2 (64-bit). You must have a SQL Server or Oracle database host available prior to installing. If creating the database in advance, configure 2 GB for initial size, with autogrowth of 200 MB for data and 200 MB for log. The DB user requires dbowner permissions. An Oracle DB user requires a minimum of Connect and Resource roles. Browsers Internet Explorer 8 through 10 Firefox 10.x and higher Chrome 18 and higher Enterprise Portal System Requirements If you are using the Enterprise Portal with DC RUM, it can be installed on the same server as the Central Analysis Server. For Business Service Management, you can install it with the BSM server. It also can be installed on its own server for scalability purposes. The following are system requirements for the Enterprise Portal. Server Hardware Compuware recommends any physical or vserver supporting 64-bit Microsoft Windows 2012 or 2008 Server (version R2 recommended), with the following hardware specifications (or equivalent) as a minimum requirement. Table 7. Minimum Hardware Requirements Hardware Component CPU Memory Hard drive Specification 2 x Quad Core Intel Xeon 5450, 3.00-GHz processor, 1333-MHz FSB 4 GB RAM Minimum 10 GB 18

Chapter 2 System Requirements Operating Systems Table 8. Supported 64-bit Operating Systems Operating System Windows 2012 Server 64-bit Windows 2008 Server 64-bit Windows 2008 Server R2 64-bit Windows 2003 Server 64-bit Red Hat Enterprise Linux 4.x, 5.x, 6.x 64-bit Comments The Windows 2012 or 2008 R2 Server are recommended platforms for the Enterprise Portal. All editions. Only supported on certified hardware. Database Table 9. Supported Databases Database Supported Versions Comments Microsoft SQL Server 64-bit 2012 2008 2008 R2 2005 Microsoft SQL Server 2012 or 2008 Enterprise Edition are recommended databases. Oracle 64-bit Oracle Grid 64-bit 10g 10g R2 (10.2) 11g R1 (64-bit) 11g R2 (64-bit) 6.2 Custom table spaces are not supported. If you need to install SQL Server on a clustered index, after installing the Portal, edit the portal-customizations.properties, located at <Portal_Home>\tomcat\webapps\ROOT\WEB-INF\classes\: jdbc.default.url=jdbc:jtds:sqlserver://clustername:1433/enterpriseportal;instance=instancename Client Client machines accessing the Enterprise Portal should have at least 4 GB RAM for optimum performance. Browsers Table 10. Supported Browsers Browser Mozilla Firefox Version 9.x and higher 19

Chapter 2 System Requirements Table 10. Supported Browsers (continued) Browser Microsoft Internet Explorer Chrome Version 8.0, 9.0, 10.0, 11.0 (use compatibility mode with 11.0) 18 and later. Adobe Flash Player is required. Download from Adobe and install the proper version for your operating system and browser type. To integrate with dynatrace, you must install the 32-bit 1.6 Java JRE for drilldowns to the dynatrace webstart interface. 20

CHAPTER 3 Database Configuration Three databases (one each for BSM, the Enterprise Portal, and Compuware Security Server) can be created and configured during the installation process. You can optionally create your own databases for these components prior to installing the product. In this case, during installation, you will identify the databases you created. This chapter contains information on how to configure your databases if you need to create one in advance. If you don't need to create databases prior to the installation, proceed to New Installations [p. 31]. You should regularly perform backups of the databases after installation. Estimating Database Size Requirements The amount of space the Service Model Server database uses is affected by many factors, including settings not specified in the product installation. Therefore, only estimates of required disk space can be provided. Configuration changes to database software or event providers can change the requirements significantly. BSM subsystems have different requirements. The following table provides guidelines for calculating server database size. The guidelines specify the most significant factors and provide a simplified formula for each component. Table 11. Server Database Size Calculation Guidelines Subsystem Event Management Notifications Service Model Significant Factors Number of events Number of alarm events Number of services, polling interval, and statistics generation interval Formula 1 MB + ((number of stored events) * 1.5 KB) (number of alarm events) * 0.5 KB In normal cases, the number of alarm events is not significant; therefore, the space required is negligible. (number of services) * 20 KB With default settings, the Service Model Server database requires approximately 20 KB of disk space per Service Model service. This estimate is a minimum requirement. Factors such as polling 21

Chapter 3 Database Configuration Table 11. Server Database Size Calculation Guidelines (continued) Subsystem Out of Order Data processing Significant Factors Number of service checkpoints Formula schedules, data retention period, statistics options, and the number of updates to the service configuration will significantly increase the requirement. Each service checkpoint requires approximately 35 KB. Assume the following details: 1,000 services MaxRollbackTime='7 days' CheckpointInterval='30 min' 8 checkpoints * 7 days * 1000 services = 336,000 35 KB * 336,000 = 11,760,000 KB = ~11.5 GB Optimizing Database Performance Proper functioning of BSM is dependent on the performance of the product database. BSM database performance is impacted by a number of factors that are inherently specific to your installation environment as well as your configuration and usage of BSM. As a result, the following best practices serve as a general starting point for optimizing the performance of your BSM database. Table Partitioning Support Table partitioning support in Oracle databases and SQL Server Enterprise databases improves the efficiency by which BSM writes and reads data to and from the database. Because of this, Compuware recommends that you use a database that supports table partitioning. NOTE To determine if your existing SQL Server Enterprise edition database is partitioned, execute the following SQL statement against your database: SELECT distinct TableName from PF_PS_RANGE_TABLE_FILEGROUPView; If the query produces a list of tables, the existing database is partitioned. If the query does not produce any results, the existing database is not partitioned. SQL Server Standard edition does not support table partitioning. IMPORTANT If you choose to use SQL Server Standard Edition, you must set up a database maintenance task in SQL Server to periodically rebuild your database indexes. For more information, refer to the Microsoft SQL Server Management Studio Help for instructions on setting up a database maintenance task to periodically rebuild the database indexes. 22

Chapter 3 Database Configuration Data Purge Schedule To ensure your database is performing optimally, after installing BSM, you should set up a data purge schedule in the Configuration Client to limit the growth of your database. For more information, see Data Purging and Archiving in the Business Service Management Administration Guide. The recommended retention periods for each type of statistic appearing in a statistics table are shown in the following list and illustration: Hourly Statistics: 30 days Daily Statistics: 60 days Weekly Statistics: 12 weeks Monthly Statistics: 12 months Yearly Statistics: 5 years Figure 3. Metric Statistics Optional: Configuring a Database Before installing BSM, you can create and configure a database on a supported host. The following sections detail database configuration specifications. After installation, if you want to modify the database settings used by the system (like authentication method), go to the Configuration Client, and from the main menu, select Window Preferences Server Database. 23

Chapter 3 Database Configuration Configuring Microsoft SQL Server For BSM to work correctly with Microsoft SQL Server, the TCP/IP connection method must be enabled on the SQL Server instance, a SQL user must be associated with the SQL Server instance, and BSM must have complete control of the SQL Server database. When installing BSM, new databases will be initialized with table partitioning and data compression enabled. The default partitioning and compression setup is matched to a default data purging configuration in the Configuration Client. Creating Databases in SQL Server An administrator can optionally create a database for BSM in Microsoft SQL Server through the Microsoft SQL Server Management Studio. 1. Connect to Microsoft SQL Server through Microsoft SQL Server Management Studio, as a Microsoft SQL Server user who has permission to create a database. 2. Right-click the Databases node and select New Database. 3. Enter a unique database name. 4. Set the database owner to the BSM user. 5. Edit the Primary Filegroup Database files default specifications as follows: For Service Model Server: For Initial Size, enter 20 GB. For Autogrowth, enter 2 GB. For the Log, for Initial Size, enter 200 MB. For the Compuware Security Server and Enterprise Portal: For Initial Size, enter 2 GB. For Autogrowth, enter 200 MB. For the Log, for Initial Size, enter 200 MB. 6. Click OK. Enabling TCP/IP for SQL Server BSM always connects to Microsoft SQL Server using a TCP/IP connection, even if the database and BSM are on the same host. SQL Server is not shipped with TCP/IP enabled. Perform the following steps to enable TCP/IP connections on the server. 1. Connect to the server using the SQL Server Configuration Manager. 2. Expand the SQL Server Network Configuration tree node. 3. Select Protocols for instance, where instance is the SQL Server instance to which you want BSM to connect. 4. From the context menu of the TCP/IP protocol node, select Enabled. 5. Restart the SQL Server instance for the changes to take effect. 24

Chapter 3 Database Configuration Configuring Authentication for SQL Server BSM can use SQL Server authentication when connecting to Microsoft SQL Server. By default, SQL Server only enables Windows Authentication Mode. Perform the following steps to enable SQL Server authentication. 1. Connect to Microsoft SQL Server through Microsoft SQL Server Management Studio, as a Microsoft SQL Server administrator. 2. Select Properties from the context menu of the desired server. The Server Properties dialog box appears. 3. Select the Security option. 4. In the Server authentication section, select the SQL Server and Windows Authentication mode option. 5. Restart the server for the settings to take effect. The following figure shows the required settings. Figure 4. Enabling SQL Server Authentication Setting up Windows Authentication to SQL Server Assuming that your SQL server is configured to use Windows authentication, this security configuration option is available to you when configuring BSM. There are different procedures depending on how you plan to implement BSM: Setting up Windows Authentication When Service Model Server, Enterprise Portal and SQL Server are on Different Machines [p. 26] 25

Chapter 3 Database Configuration Setting up Windows Authentication When Service Model Server, Dashboard and SQL Server are on Same Machine [p. 27] NOTE Using a domain ID to configure SQL security as described above is subject to problems resulting from password change. If the service password is not updated when the password for that ID is changed, the service will not start due to a logon failure. Setting up Windows Authentication When Service Model Server, Enterprise Portal and SQL Server are on Different Machines Before installing BSM, ensure the host machines where you will install the Service Model Server, Enterprise Portal and SQL Server are in the same domain. You can optionally create and configure the database before installing BSM. 1. Configure SQL Server to allow [domain]\user to have access to both the Enterprise Portal and Service Model Server databases. a. In SQL Server Management Studio, expand the Security Logins node and select New Login from the context menu. b. Under Select a page, select General. c. Click Search to find the user needed to populate the Login Name field. Ensure a domain is included. d. Under Select a page, select User Mapping. Select the databases that you created for the Enterprise Portal and Service Model Server. Depending on which version of SQL Server you are using, and if you enabled Page Caching, select that database as well. For the domain\user, grant db_owner and public role membership for these databases. For Page Caching, grant db_creator membership. e. Click OK to save. 2. Install BSM or the Enterprise Portal separately if required, and during database setup, provide the Windows domain\user credentials under Trusted Connection. 3. When installation is complete, stop both the Enterprise Portal 12.2 and Service Model 12.2 services. 4. Staying in Services, right-click the Service Model 12.2 service to display its properties. 5. Ensure that the user ID and password are correct for the domain\user added during installation. 6. Add the domain\user to the server's Local Administrator group. a. Go to Administrative Tools Computer Management. b. Click Add, enter the domain\user, and click OK to save the properties. 7. Open the Properties for the Enterprise Portal 12.2. 8. Remove the \VSMUSR_TOMCAT administrator account, and click Add to include the domain\user that you previously used to install services and databases for BSM. 9. Restart both the Service Model 12.2 and Enterprise Portal 12.2 services. 26

Chapter 3 Database Configuration Setting up Windows Authentication When Service Model Server, Dashboard and SQL Server are on Same Machine When you intend to install BSM components and SQL Server on the same machine, you will need to install BSM, and then reconfigure SQL Server for Windows authentication. 1. After BSM installation is complete, stop the Enterprise Portal 12.2 service. 2. In SQL Server, allow [domain]\vsmusr_tomcat to have access to both Liferay (Portal) and BSM databases. a. In SQL Server Management Studio, expand the Security Logins node and select New Login from the context menu. b. Add the new user, LocalHostName\VSMUSR_TOMCAT. c. Under Select a page, select User Mapping and select the PageCaching, Report_Server_12_2 and the bsm_12_2 databases. The PageCaching database will appear only in SQL Server 2008. For the domain\user, grant db_owner and public role membership. d. Click OK to save. 3. Start the Enterprise Portal 12.2 service. Remote Connections to SQL Server 2008 R2 Require Configuration By default, SQL Server 2008 R2 does not support remote connections, so BSM will not recognize the SQL Server machine during database installation. You can configure this setup manually. See the article remote SQL Server configuration for setup information. SQL Server Database Must Have Case-Sensitive Collation The SQL Server database must be created with case-sensitive collation to provide functionality to the Service Model Server. Oracle Database To use an Oracle database with BSM, you must grant system privileges on the tablespace. The required system privileges are: ALTER ANY INDEX ALTER ANY SEQUENCE ALTER ANY TABLE ALTER ANY TRIGGER CREATE ANY INDEX CREATE ANY SEQUENCE CREATE ANY PROCEDURE CREATE SESSION CREATE TABLE CREATE TRIGGER 27

Chapter 3 Database Configuration CREATE VIEW UNLIMITED TABLESPACE NOTE To change user privileges, you must be logged in to the system with administrator rights and the necessary access privileges to the database. Make sure your database version is supported by BSM. For more information, see Supported Databases [p. 17]. The tablespace name and username for the BSM database must not contain special characters. When installing BSM, a new database will be initialized with table partitioning and data compression enabled. The default partitioning and compression setup is matched to a default data purging configuration in the Configuration Client. Creating a BSM Oracle User Create the BSM Oracle user by using the create user command. 1. Create the Oracle user. Execute the following command as one line: create user BSMUserName identified by BSMUserPassword default tablespace BSMTablespaceName temporary tablespace TemporaryTablespaceName; For example: create user BSMsm identified by BSMsm default tablespace BSMsmdata temporary tablespace temp; 2. Grant database permissions. Execute the following command as one line: grant ALTER ANY INDEX, ALTER ANY SEQUENCE, ALTER ANY TABLE, ALTER ANY TRIGGER, CREATE ANY INDEX, CREATE ANY SEQUENCE, CREATE ANY PROCEDURE, CREATE SESSION, CREATE TABLE, CREATE TRIGGER, CREATE VIEW, UNLIMITED TABLESPACE to NewUserName; 3. Make sure the SQL*Net listener is running on the Oracle database server. Verifying the Database After installing and configuring the database, check that the data repository has been correctly configured and is accessible from BSM. 1. Verify the database while installing BSM. During the installation process, you must enter the database server connection and login information. You have the opportunity to test this connection and make any necessary corrections. 2. Check that the required database tables have been created when BSM starts. 28

Chapter 3 Database Configuration The EventDatabaseListener.xml configuration file located in the BSM_HOME/config directory contains the table definitions. Check that the table EM_Events_TBL has been created. 29

Chapter 3 Database Configuration 30

CHAPTER 4 New Installations Compuware recommends installing BSM on Windows 2012 or 2008 R2 systems. You can also install server components on supported Linux systems. For more information, see Supported Platforms [p. 16]. The installation procedures are generally the same whether you are deploying BSM on physical or supported virtual server environments. During installation, you will be prompted to identify the location of an existing Compuware Security Server (CSS). If you have already installed Release 12.2 of DC RUM, the CSS has already been installed and there is no need to install a second instance. In this case, during installation, you should configure BSM to use the CSS installed with DC RUM. If a CSS is not available, install it before installing BSM. A log file summarizing your installation selections will be available for review after the install is complete at BSM_HOME\InstallLogs\. NOTE If you have installed a previous release of BSM and want to upgrade to the latest release, see the Compuware APM Upgrade and Migration Guide (Upgrade.pdf), available on DVD 1 in the Business Service Manager\Documentation folder. Installing Components on Separate Servers You can install BSM components on separate servers. The installation program provides options to install the Service Model Server and Connection Manager server individually so they can be installed on separate machines. In addition, you can install a database on a remote machine and connect to it during the installation process. If you anticipate having a large deployment, you can install the Enterprise Portal on a separate server. When you install BSM components on separate machines, ensure that the installation meets the following requirements: Each machine must comply with the BSM system requirements. For more information, see System Requirements [p. 15]. 31

Chapter 4 New Installations The components must be configured with the correct connection information and port settings to communicate across machines and avoid port conflicts. For more information, see Port Settings [p. 33]. The database connection and login information must be configured for the remote connection, and the necessary permissions must be granted. For more information, see Optional: Configuring a Database [p. 23]. Installing Multiple BSM Instances on the Same Machine License You can install multiple BSM instances on the same machine to create, for example, staging and production systems, or for upgrades from a previous release. When installing multiple instances on the same machine, you will need to avoid port conflicts between the two implementations. You can change port assignments during the installation of the second instance, or after installation from the Window Preferences Server Configuration dialog. There are important configuration and setup options that must be enabled to install multiple instances on one machine. For more information, see Using Multiple Service Model Servers in the Business Service Management Administration Guide. If a permanent license is not already installed before you install the BSM, a temporary (evaluation) license is installed automatically. NOTE A new permanent license is required for existing BSM users who are migrating from an earlier release. For more information, contact Compuware Customer Support. When you receive a permanent license, use the Distributed License Management (DLM) application to install the license. DLM is installed automatically during BSM installation. For more information, refer to the Distributed License Management Installation Guide. System Clock Settings A maintenance system is recommended to keep the clock settings within normal operating bounds. As a system designed to handle both real-time events and historical events, BSM depends on reasonable accuracy in system clock settings, including settings on remote machines providing event data to it. Check that system clocks are reasonably accurate and synchronized before you launch your system. Saving data checkpoints within BSM is intended to assist in data recovery in situations where the system comes down or is stopped. Setting a system clock back before restart is not recommended or supported. 32

Chapter 4 New Installations CAUTION Input of events with times out of phase with the BSM system time can have unexpected and anomalous results, particularly in Out of Order data operations. Port Settings Make sure that all port settings are correct and do not conflict with other products. Firewall Settings If any components of your system will be installed on different sides of a firewall, you must verify that the correct port settings have been made on the firewall. A number of TCP connections are used by the Service Model Server, the Configuration Client, the Enterprise Portal's application server, and the database. All communication between these components are carried out over TCP to ensure reliable transport. The following table identifies default ports used by BSM. The installation program will select available ports, but an administrator can reconfigure six of the ports during installation (see Notes in the following table). After installing, the administrator can also reconfigure those six ports from the Configuration Client. From the main menu, go to Windows Preferences Server Configuration. Table 12. Default Connection Ports Connection Service Model 12.2 service JMS port Compuware Open Server service wrapper port OSGI service HTTPS OSGI service HTTP Database server communications port Enterprise Portal application server Compuware Security Server Default Port 5005 11616 1758 3181 4181 1433 for SQL Server 1521 for Oracle 8080, 8005 4182 Notes Can be changed during installation or product Preferences dialog. Can be changed during installation or product Preferences dialog. Can be changed by editing BSM_HOME\server\eclipse\jsw\conf\wrapper.conf. Can be changed during installation or product Preferences dialog. Can be changed during installation or product Preferences dialog. Can be changed during installation or product Preferences dialog. After installation, a summary file is provided that indicates ports used and other product configurations. Go to BSM_HOME\InstallLogs\InstallationSummary_[date].txt. 33

Chapter 4 New Installations Consider the following factors when configuring a firewall for BSM: Configuration Client The Configuration Client opens one TCP session from a random high port (higher than 1023) to JSDT (5005). The firewall needs to allow SYN packets from the client to the server, as well as non-syn packets in both directions. The Service Navigator requires the JSDT port to be open. The Configuration Client opens a TCP session to port 8080 for the Portal server. This connection requires SYN packets from the client to the Portal server, as well as non-syn packets in both directions. If the Configuration Client is used to query the database, it requires a port opened to the database server. The default port used by each supported database is listed in Table 12. Default Connection Ports [p. 33]. Service Model Server The Service Model Server requires a TCP connection to a database to operate. The server initiates all such connections from a random port. The default port used by each supported database is listed in Table 12. Default Connection Ports [p. 33]. Service Model Server in fault-tolerant setup When the Service Model Server is used in a fault-tolerant setup, a heartbeat is sent across the network via the JSDT (5005) port. The connection is initiated from the backup server, and the firewall must allow TCP connections to be opened from the backup server to the primary server. The primary server does not initiate a connection to the backup server at any time. The firewall must also be configured to allow all servers to connect to the database. Enterprise Portal server The Portal server requires TCP connections to both the Service Model Server and the database. Connections to the server are initiated by the Portal server from a random high port to the JSDT (5005) port. Similarly, connections to the database are also initiated from a random high port to the appropriate database port, as given in Table 12. Default Connection Ports [p. 33] Modem Settings Any modem installed to handle BSM message services, such as those involved in alarms (e.g., SMS), must be dedicated entirely to these services and not configured for any other purpose. Any attempt to otherwise configure the BSM messaging modem results in errors, with messages indicating the port concerned is busy. Before installing BSM, make sure the ports you intend to use for alarm services are clear for exclusive use. Installing on Windows You will need to run three installers for BSM: A Compuware Security Server, if one was not installed previously with another product. A CSS will need to be installed and running before you install other components. BSM, which will install the Service Model Server and other components. 34

Chapter 4 New Installations An Enterprise Portal, if one was not installed previously with another product. After installing the components, you will need to add files from the product distribution to the Portal installation folder to deploy the BSM web application. For more information, see Deploy BSM Dashboards in the Portal [p. 43]. Installing the CSS on Windows Before You Begin The CSS is a critical component and should be installed on a high-availability server. Review the system requirements to ensure you are installing on a supported system with the required resources. For more information, see CSS System Requirements [p. 18]. Ensure that a supported database host is accessible. A database will be created during the installation process, or you can create a database in advance if needed (SQL Server only). If you are installing a second CSS for failover or scalability purposes, ensure that an existing CSS is operational. A CSS is required for a DC RUM or BSM implementation and is optional for Synthetic Monitoring. By default, you need only one CSS unless you are installing additional instances for failover or scalability. For more information, see Configuring Failover and Scalability for CSS in the Business Service Management Administration Guide. 1. Select the installation disc that matches your target machine's operating system: DVD1 Windows DVD2 Linux DVD3 AIX HPUX 2. Insert the disc into your computer's DVD drive and wait for the media browser to start. If the media browser does not run automatically, run the setup.exe application on the DVD to start the media browser manually. If you downloaded the product, go to the equivalent folder in your downloaded copy and run the setup.exe application. 3. Go to the Utilities tab and click Compuware Common Components. The installer will prepare to install files. 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 35

Chapter 4 New Installations 7. In the CSS Failover window, select Failover installation if you are installing a second CSS for failover or scalability. Enter the information for the existing CSS to integrate the servers, and click Next to proceed through the installation. If you are installing CSS for the first time, keep the default settings, and click Next. 8. In the Security Administrator Account page, enter the user name and password for a system administrator account to use with CSS and the integrating products. 9. In the Security Database Configuration screen, enter information to create a database, or identify a database created for CSS: Database type Select MS SQL or Oracle. Host Name Enter the database host machine. Port The default port is entered automatically. Change the port number if you have a conflict. Database name CompuwareSecurity is displayed by default. You can create a new name or identify an existing database. Windows Authentication Select this option to enable a trusted connection for a remote database. Provide the login information for the account under which the service must run for the trusted connection to be allowed. Trusted Account Enter the account name in the form domain\username. Trusted Password Enter the password for the account. If you select this option, the Database Authentication options are not available. Database Authentication Selected by default, use this option if you do not require a Trusted Connection. Enter the login information: User Name Enter the user name for logging in to the specified database. Password Enter the password for the specified user name. Click Next to proceed. 10. When the installation is finished, the Install Complete page notifies you of the general installation status. Review the installation status message and click Done to exit the installer. What to Do Next To access the CSS console, go to Start menu and select All Programs Compuware Common Components Compuware Security. For more information, see User Access and Security in the Business Service Management Administration Guide. 36

Chapter 4 New Installations Install BSM Before You Begin Review the system requirements to ensure you are installing on a supported system with the required resources. For more information, see Operating System and Database Requirements [p. 16]. Ensure that a supported database host is accessible. A database will be created during the installation process, or you can create a database in advance if needed (SQL Server only). For more information, see Supported Databases [p. 17] and Database Configuration [p. 21]. Ensure that a CSS is installed and running. The following procedure is for a new installation of BSM. If you are upgrading from a supported release (12.0 and later), you need to migrate to the new release. See the Compuware APM Upgrade and Migration Guide (Upgrade.pdf), available on DVD 1 in the Business Service Manager\Documentation folder. 1. Connect to your installation host with the user name that owns the installation. 2. Insert DVD 1 and run setup.exe. 3. In the Compuware APM installation browser, go to the Additional Products tab and click Business Service Manager to open the installation wizard. A window displays the progress for extracting the installer. Preparing to install may take several minutes. 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 7. In the Installation Type screen, select either Client and Server applications (most common) or Connection Manager Server and click Next. When selecting Client and Server applications, you have the option to install only the client or Service Model Server. By default, both are selected. 8. If you are installing BSM on a separate server from the CSS, the Security Configuration screen will be displayed. Enter the CSS host name and port (default is 4182). 9. In the Database Configuration screen, select the database type to be used (SQL Server or Oracle), and enter the following: Host Name Specify the database host machine. Port Number The default port (1433) is entered automatically. Change the port number if you have a conflict. 37

Chapter 4 New Installations Windows Authentication Select this option to enable a trusted connection for a remote database. Provide the logon information for the account under which the Service Model Server (service) must run for the trusted connection to be allowed. Note that, in the account setup, this account must be granted the right logon as service. Trusted Account Enter the account name in the form domain\username. Trusted Password Enter the password for the account. If you select this option, the Database Authentication options are not available. Database Authentication Selected by default, use this option if you are not requiring usage of a Trusted Connection. Enter the login information: User Name Provide the user name for logging on to the specified database. Password Provide the password for the specified user name. After installing the product, you can change the database configuration from the Configuration Client's main menu. Go to Windows Preferences Server Database. 10. In the Database Name screen, the default database name for BSM is displayed. If you want this database name to be created, leave the default value and click Next. Optional: If you created a database in advance, enter that database name in the field provided and click Next. 11. The Business Service Management - Port Configuration screen displays available ports selected for BSM components. Click Next to continue with these selections. After installing the product, you can change the port settings from the Configuration Client's main menu. Go to Windows Preferences Server Configuration. 12. In the Business Service Management - Memory Configuration screen, JVM memory settings are displayed by default. The initial memory displayed is half of the available memory detected on the system. You can change the initial memory as needed. Click Next to proceed. 13. In the Pre-Installation Summary screen, review your selections, then click Install. Installation may take several minutes. 14. Start the Compuware Service Model 12.2 service. Client Installation Use the Client installation option to install only the Configuration Client, for example, on a separate machine from the Service Model Server. 1. Connect to your installation host with the user name that owns the installation. 2. Insert DVD 1 and run setup.exe. 38

Chapter 4 New Installations 3. In the Compuware APM installation browser, go to the Additional Products tab and click Business Service Manager to open the installation wizard. A window displays the progress for extracting the installer. Preparing to install may take several minutes. 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 7. In the Installation Type screen, select Client and Server applications and select the Client checkbox. 8. In the Pre-Installation Summary screen, review your selections, then click Install. A popup window displays the progress of installation. 9. When installation is completed, click Close to close the progress window. 10. Click Done to close the installation wizard. Install a Standalone Connection Manager Server Having a standalone Connection Manager enables the connection load to be distributed over two or more servers. Messages from the standalone Connection Manager are forwarded to the primary Service Model for further processing. The following figure illustrates the configuration for a standalone Connection Manager. Figure 5. Standalone Connection Manager When installing a standalone Connection Manager server, you will need to have a Service Model Server already installed on another server. During the installation process, you will need to identify the Service Model Server host, port and user name and password. 1. Connect to your installation host with the user name that owns the installation. 2. Insert DVD 1 and run setup.exe. 3. In the Compuware APM installation browser, go to the Additional Products tab and click Business Service Manager to open the installation wizard. A window displays the progress for extracting the installer. Preparing to install may take several minutes. 39

Chapter 4 New Installations 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 7. In the Installation Type screen, select Connection Manager Server and click Next. 8. If you are installing BSM on a separate server from the CSS, the Security Configuration screen will be displayed. Enter the CSS host name and port (default is 4182). 9. In the Database Configuration screen, select the database type to be used (SQL Server or Oracle), and enter the following: Host Name Specify the database host machine. Port Number The default port (1433) is entered automatically. Change the port number if you have a conflict. Windows Authentication Select this option to enable a trusted connection for a remote database. Provide the logon information for the account under which the Service Model Server (service) must run for the trusted connection to be allowed. Note that, in the account setup, this account must be granted the right logon as service. Trusted Account Enter the account name in the form domain\username. Trusted Password Enter the password for the account. If you select this option, the Database Authentication options are not available. Database Authentication Selected by default, use this option if you are not requiring usage of a Trusted Connection. Enter the login information: User Name Provide the user name for logging on to the specified database. Password Provide the password for the specified user name. After installing the product, you can change the database configuration from the Configuration Client's main menu. Go to Windows Preferences Server Database. 10. In the Database Name screen, the default database name for BSM is displayed. If you want a database with this name to be created, leave the default values and click Next. Optional: If you created a database in advance, enter that database name in the field provided and click Next. 40

Chapter 4 New Installations 11. In the Business Service Management Connection Manager Login screen, enter the following information for the existing Service Model Server: Host address Port number User Name and Password 12. The Business Service Management - Port Configuration screen displays available ports selected for BSM components. Click Next to continue with these selections. After installing the product, you can change the port settings from the Configuration Client's main menu. Go to Windows Preferences Server Configuration. 13. In the Business Service Management - Memory Configuration screen, JVM memory settings are displayed by default. The initial memory displayed is half of the available memory detected on the system. You can change the initial memory as needed. Click Next to proceed. 14. In the Pre-Installation Summary screen, review your selections, then click Install. Installation may take several minutes. 15. When the installation is finished, the Install Complete page notifies you of the general installation status. Review the installation status message and click Done to exit the installer. Installing the Enterprise Portal on Windows Before You Begin Review the system requirements to ensure you are installing on a supported system with the required resources. For more information, see Enterprise Portal System Requirements [p. 18]. Ensure that a supported database host is accessible. A database will be created during the installation process, or you can create a database in advance if needed (SQL Server only). Ensure that a CSS is installed and running. 1. Select the installation disc that matches your target machine's operating system: DVD1 Windows DVD2 Linux DVD3 AIX HPUX 2. Insert the disc into your computer's DVD drive and wait for the media browser to start. If the media browser does not run automatically, run the setup.exe application on the DVD to start the media browser manually. If you downloaded the product, go to the equivalent folder in your downloaded copy and run the setup.exe application. 3. On the DC RUM tab, select Enterprise Portal. The installation program will prepare to install. 41

Chapter 4 New Installations 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 7. In the Security Configuration screen, identify where an existing Compuware Security Server (CSS) is installed, or click Install CSS locally. Enter a user name and password for an administrator account. 8. On the Database Configuration page, review the database type (if available), authentication and connection parameters, make any necessary changes, and then click Next. This information will be used to access your database installation for the Enterprise Portal: Host Name Enter the database host machine. Port The default port is entered automatically. Change the port number if you have a conflict. Windows Authentication Select this option to enable a trusted connection for a remote database. Provide the login information for the account under which the service must run for the trusted connection to be allowed. Trusted Account Enter the account name in the form domain\username. Trusted Password Enter the password for the account. If you select this option, the Database Authentication options are not available. Database Authentication Selected by default, use this option if you do not require a Trusted Connection. Enter the login information: User Name Enter the user name for logging in to the specified database. Password Enter the password for the specified user name. 9. In the Database Name screen, the default database names for the Enterprise Portal and Compuware Security Server (if installed locally) are displayed. If you want databases with these names to be created, leave the default values and click Next. Optional: If you created databases in advance, enter the database name in the fields provided and click Next. 42

Chapter 4 New Installations 10. On the Pre-Installation Summary page, review the configuration information carefully to ensure that you have selected the options you want to install. If correct, click Install to begin installation. To make changes, click Previous until you get to the relevant page, change your selection, and then click Next until you return to this page. After you click Install, your selections are installed. NOTE Depending on the options you chose, this may take considerable time. 11. When the installation is finished, the Install Complete page notifies you of the general installation status. Review the installation status message and click Done to exit the installer. What to Do Next If you are using BSM, deploy the BSM web application for the Portal. To open the Portal, go to Start All Programs Compuware Enterprise Portal 12.2. After you log in, the Portal home page will open. Configure the Portal to integrate with a report server. For Central Analysis Server, go to Administration Manage Report Server to connect. For BSM, go to Administration Control Panel Integrations. Deploy BSM Dashboards in the Portal BSM 12.2 dashboards are available in the product distribution as a zip file. Extract the zip file to the Enterprise Portal installation directory to enable the default BSM dashboards for the BSM release you are going to use. NOTE If you have upgraded the Portal, but want to stay on an older BSM release (12.0 or 12.1), you need to apply the latest service pack for that release, and deploy the proper web application to match your release. Go to FrontLine to download back-release web applications. Do not create a separate directory for the contents of the BSM zip file. Extract it to the Enterprise Portal base installation directory. The files are automatically distributed to the appropriate sub-directories. 1. Download BSMWeb.zip from Business Service Manager\EntPortalWebApp on DVD 1. This file contains the BSM dashboard web application. 2. Stop the Enterprise Portal service. 3. Delete the following folders: a. <install>\tomcat\webapps\cwinfocenter b. <install>\tomcat\work\catalina\localhost\cwinfocenter NOTE If you previously deployed a version of BSMWeb[version].zip and are deploying a new version, also delete the folder <install>\tomcat\webapps\centauri. 43

Chapter 4 New Installations 4. Extract the contents of BSMWeb[version].zip to the Enterprise Portal base installation directory making sure to overwrite files and merge folders. Click Yes to overwrite or merge the contents, if prompted. After you extract BSMWeb.zip to the base install directory, verify the following files are included: Several files in the <Portal_Home>\deploy folder. Two new war files (centauri.war and cwinfocenter.war) in <Portal_Home>\tomcat\webapps folder. The bsmwebversion.xml file in the <Portal_Home> folder. 5. Restart the Enterprise Portal service. The BSM dashboard web application is now deployed. 6. Configure BSM by clicking Control Panel from the main menu. a. Click Integrations BSM Server Lines Enable Business Service Management. b. Click Apply. 7. Click Control Panel Server Administration Actions Reindex all search indexes Execute. If you are not upgrading your BSM deployment, check to see if your dashboards are working as expected. If you are upgrading BSM, see the migration instructions that follow. NOTE If you want to use a BSM server with the same host and port as the previous release, manually copy Main ServletProperties.xml from the backed up files after the BSM web application is deployed. An alternative is to reconnect your integration between the Portal and BSM. Installing on Linux Installing the CSS on Linux Red Hat Before You Begin Review the system requirements to ensure you are installing on a supported system with the required resources. For more information, see CSS System Requirements [p. 18]. Ensure that a supported database host is accessible. A database will be created during the installation process, or you can create a database in advance if needed (SQL Server only). 1. Create a temporary directory where you have at least 800 MB of space for the installation process and 500 MB for the installed product. 2. Set the environment variable IATEMPDIR for that temporary directory. 3. In the media distribution, on DVD 2, locate and execute the Linux installation file: Common Components/install.bin. 44

Chapter 4 New Installations 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 7. In the Security Administrator Account page, enter the user name and password for a system administrator account to use with CSS and the integrating products. 8. In the Security Database Configuration screen, enter information to create a database, or identify a database created for CSS: Database type Select MS SQL or Oracle. Host Name Enter the database host machine. Port The default port is entered automatically. Change the port number if you have a conflict. Database name CompuwareSecurity is displayed by default. You can create a new name or identify an existing database. Windows Authentication Select this option to enable a trusted connection for a remote database. Provide the login information for the account under which the service must run for the trusted connection to be allowed. Trusted Account Enter the account name in the form domain\username. Trusted Password Enter the password for the account. If you select this option, the Database Authentication options are not available. Database Authentication Selected by default, use this option if you do not require a Trusted Connection. Enter the login information: User Name Enter the user name for logging in to the specified database. Password Enter the password for the specified user name. Click Next to proceed. 9. When the installation is finished, the Install Complete page notifies you of the general installation status. Review the installation status message and click Done to exit the installer. 45

Chapter 4 New Installations Install BSM What to Do Next To access the CSS console, go to Start menu and select All Programs Compuware Common Components Compuware Security. For more information, see User Access and Security in the Business Service Management Administration Guide. This procedure is for new installations on Linux Red Hat environments. Before You Begin Review the system requirements to ensure you are installing on a supported system with the required resources. For more information, see Operating System and Database Requirements [p. 16]. Ensure that a supported database host is accessible. A database will be created during the installation process, or you can create a database in advance if needed (SQL Server only). For more information, see Supported Databases [p. 17] and Database Configuration [p. 21]. Ensure that a CSS is installed and running. 1. Create a temporary directory where you have at least 3 GB to 5 GB of space for the installation process and 3.1 GB for the installed Business Service Management. 2. Set the environment variable IATEMPDIR for that temporary directory. 3. In the media distribution, on DVD 2, locate and execute the Linux installation file: Business Service Management/linux/install.bin. 4. Follow the prompts to configure: a. Where you want to install BSM components. b. The installation type. Select either Server applications (most common) or Connection Manager Server. This procedure follows a Server applications installation. 5. If you are installing BSM on a separate server from the CSS, the Security Configuration screen will be displayed. Enter the CSS host name and port (default is 4182). 6. Configure the database: a. Select the type of database to be used. Oracle is selected by default. b. Enter a database host name. c. Enter a port to be used to connect to the database. Defaults to 1433. d. Select whether to use Windows authentication. e. Enter a database user name and password. f. Enter a database name. If you created a database in advance, enter that name in the screen provided. 7. Configure BSM ports. Available ports are displayed by default. 8. Set up the initial and maximum memory settings. The initial memory setting is half of the memory detected on the system. You can change this setting if needed. 46

Chapter 4 New Installations 9. In the Pre-Installation Summary screen, review your selections, then press Enter to install the software. Installation may take several minutes. Installing the Enterprise Portal on Linux Red Hat Before You Begin Review the system requirements to ensure you are installing on a supported system with the required resources. For more information, see Enterprise Portal System Requirements [p. 18]. Ensure that a supported database host is accessible. A database will be created during the installation process, or you can create a database in advance if needed (SQL Server only). Ensure that a CSS is installed and running. 1. Create a temporary directory where you have at least 3 GB to 5 GB of space for the installation process and 3.1 GB for the installed Portal. 2. Set the environment variable IATEMPDIR for that temporary directory. 3. On Disk 2 (Linux), navigate to Enterprise Portal\ and run install.bin. 4. On the Introduction page, review the instructions and then click Next. 5. On the License Agreement page, review the terms of the license, indicate whether you accept the terms of the agreement, and click Next to continue or Cancel to quit. If you do not accept the terms of the agreement, you cannot install the software. 6. On the Installation Folder page, review the destination drive and path, make any necessary changes, and then click Next. All selected components will be installed in this single location. 7. In the Security Configuration screen, identify where an existing Compuware Security Server (CSS) is installed, or click Install CSS locally. Enter a user name and password for an administrator account. 8. In the Database Configuration page, select your database type and enter database connection and authentication information. If you select Oracle: a. Enter a host name and port, if different from the default, and the database instance to use. b. Enter a user name and password for a user authorized to log into the database. c. Click Next. d. Accept the Oracle License Agreement and click Next. If you select SQL Server: a. Enter a host name and port, if different from the default. b. Select a database authentication method: 47

Chapter 4 New Installations Windows Authentication Select this option to enable a trusted connection for a remote database. Provide the logon information for the account under which the service must run for the trusted connection to be allowed. Trusted Account Enter the account name in the form domain\username. Trusted Password Enter the password for the account. If you select this option, the Database Authentication options are not available. Database Authentication Selected by default, use this option if you are not requiring usage of a Trusted Connection. Enter the login information: c. Click Next. User Name Provide the user name for logging on to the specified database. Password Provide the password for the specified user name. d. In the Database Name screen, the default database names for the Enterprise Portal and Compuware Security Server (if installed locally) are displayed. If you want databases with these names to be created, leave the default values and click Next. Optional: If you created databases in advance, enter the database names in the fields provided and click Next. 9. When the installation is finished, the Install Complete page notifies you of the general installation status. Review the installation status message and click Done to exit the installer. What to Do Next If you are using BSM, deploy the BSM web application for the Portal. To open the Portal, go to Start All Programs Compuware Enterprise Portal 12.2. After you log in, the Portal home page will open. Configure the Portal to integrate with a report server. For Central Analysis Server, go to Administration Manage Report Server to connect. For BSM, go to Administration Control Panel Integrations. 48

CHAPTER 5 Post-Installation Tasks After installing the Business Service Management, you should confirm that it is working properly. You may also need to perform other post-installation procedures, depending on how you are deploying BSM and its databases in your enterprise. You may also need to perform other post-installation procedures, depending on how you are deploying Compuware APM and its database in your enterprise. Configuring SSL for the Enterprise Portal If you require HTTPS operations on the Portal, instructions are available for configuration. For more information, see Configure SSL for the Enterprise Portal [p. 49]. Database setup You should perform some post-installation checks to ensure your database has been configured correctly. You may need to start the server to conduct some of these checks and procedures. For more information, see Optional: Configuring a Database [p. 23]. Firewalls A number of TCP connections are used by the Service Model Server, the Configuration Client, the Enterprise Portal server, and the database. All communication between these components are carried out over TCP to ensure reliable transport. For more information, see Port Settings [p. 33]. Adaptor setup When you establish interfaces with various tools and adaptors, you may need to perform specific procedures to ensure that the interface is established and working correctly. Configure SSL for the Enterprise Portal To use HTTPS operations on the Enterprise Portal, you must generate unique SSL keys and certificates and configure the Portal application server. If you are using Business Service Management, you can also use these instructions to configure SSL for its server components. Generating Keys and Certificates 1. Stop the Enterprise Portal service. 2. Open a command prompt on the server where the Portal is installed. 3. Run the appropriate command for your system: 49

Chapter 5 Post-Installation Tasks Windows set PATH=Portal_Home\jre\bin;%PATH% UNIX export PATH=Portal_Home/jre/bin;$PATH 4. Create a private key within an existing or new keystore. Execute the following: keytool -genkeypair -keyalg rsa -keystore keystorename -storepass [keystorepassword] -alias [my_new_key] NOTE If you are using Java 1.6, use -genkeypair for -genkey. If your SSL certificate must be a certain size, add the following command to the keytool line of code: -keysize [size you need] To protect the new private key by its own keypassword within the keystore, you have to add the keypass option. If you don't use the keypass option, the keystore password is used to protect the private key. To delete a key password (which is not possible with keytool), copy the keystore password to the key password. To use the key as a client certificate, use RSA as a key algorithm, instead of default DSA, because many servers only accept RSA client certificates. 5. Generate a CSR. keytool -certreq -alias my_new_key (from step 4) -keystore keystorename(from step 4) -storepass keystorepassword(from step 4) -file my_new.csr -validity[number of days] 6. Send you CSR to a certificate authority. 7. When you receive your files back from the CA, export files to Base64 X509 format, if your CA didn't provide it in that format. a. Right-click on the certificate chain file (for example, newcert.p7b) and select Open. The certificate should open in Window's Certificates tool. b. In the left pane, expand Certificates - Current User Certificates. You will see two certificates in the right pane, one above the other, first the root certificate and then the web server. c. Export each certificate into Base64 X509 by right-clicking on each certificate and selecting All Tasks Export. d. Click Next. e. Enter the name of the exported file, for example, root.cer for the root certificate. Click Finish. f. Repeat for the web server certificate (webserver.cer). 8. Open root.cer and webserver.cer in Notepad. Append all contents from each file (Control-A) and merge both into a new text file. Make sure to merge them in the same order they were opened: root followed by webserver. 9. Save the merged file as chain.txt. 50

Chapter 5 Post-Installation Tasks Import files 10. Import chain.txt into your keystore file. keytool -import -alias root keystore keystorename(from step 4) storepass keystorepassword (from step 4) -trustcacerts -file chain.txt 11. Import webserver.cer. keytool -import -alias tomcat keystore keystorename (from step 4) storepass keystorepassword (from step 4) -trustcacerts -file webserver.cer Configure Tomcat 12. Using a text editor, open server.xml, located in PORTAL_HOME\Enterprise Portal\Tomcat\Conf\. 13. Add the attribute keystorefile that specifies the full path to the keystore file created. Note that the values are case-sensitive. Uncomment the XML element. <Connector port="8443" protocol="http/1.1" SSLEnabled="true" maxthreads="150" scheme="https" secure="true" clientauth="false" sslprotocol="tls" emptysessionpath="true" keystorepass = [keystorepassword] (from step 4) keystorefile="[keystorename and location]"(from step 4) /> 14. Optional: To force the server to only accept strong ciphers, add the following attribute to the SSL connector: ciphers="ssl_rsa_with_rc4_128_md5,ssl_rsa_with_rc4_128_sha,tls_rsa_with_aes_128_cbc_sha, TLS_DHE_RSA_WITH_AES_128_CBC_SHA,TLS_DHE_DSS_WITH_AES_128_CBC_SHA, SSL_RSA_WITH_3DES_EDE_CBC_SHA,SSL_DHE_RSA_WITH_3DES_EDE_CBC_SHA, SSL_DHE_DSS_WITH_3DES_EDE_CBC_SHA" 15. Restart the Enterprise Portal service. To browse to the Portal site, use the fully qualified name (FQN) of the web server in the URL. When you created the keystore, you specified the FQN of the web server, so the SSL certificate is tied to that exact name. Configuration and Log Files Configuration and log files for the client are located in the BSM_HOME/client/config folder; configuration and log files for the server are located in BSM_HOME/server/config. To edit a configuration file, use the location specified in the relevant procedure in this document. CAUTION Compuware recommends that you contact Compuware Customer Support for assistance before you attempt to modify Service Model system files. File Locations The following files are used for logging configuration and output: Configuration Client Configuration BSM_HOME/client/config/logging/client_log4j.xml Output BSM_HOME/client/tmp/Client.log 51

Chapter 5 Post-Installation Tasks Service Model Server Configuration BSM_HOME/server/config/logging/server_log4j.xml Output BSM_HOME/server/tmp/CS.log Enterprise Portal Configuration WEBROOT/WEB-INF/config/logging/web_log4j.xml Output If you are using the default Tomcat Web server, the output is logged to <Portal_HOME>/tomcat/logs/tomcat.log Properties file WEBROOT/WEB-INF/classes/log4j.properties Adjusting Log Output The log configuration (log4j) files are XML. The root element in the configuration file is the main logger. <root> <level value="warn"/> <appender-ref ref="clientdotlog"/> </root> To specify the level of logging output, you must manually edit the log file. The level attribute defines the level of output that will be logged. The following values are valid. Service Model Server Configuration BSM_HOME/server/config/logging/server_log4j.xml Output BSM_HOME/server/tmp/CS.log DEBUG Provide verbose information for developers and support staff. INFO Log all ordinary activity for the system administrator. WARN Log only indications that something might go wrong. ERROR Log only exceptions or errors. FATAL Log only severe problems that terminate the program. Each level includes the lower-level messages. For example, if the level is set to WARN, the log includes output for WARN, ERROR, and FATAL. The appender-ref attribute references a defined appender to which log messages are directed. In the Service Model, the appender is defined as in the following example, which specifies a File named Client.log in the tmp directory. <appender name="clientdotlog" class="org.apache.log4j.rollingfileappender"> <param name="maxfilesize" value="10mb"/> <param name="file" value="../tmp/client.log"/> <param name="maxbackupindex" value="10"/> <layout class="org.apache.log4j.patternlayout"> <param name="conversionpattern" value="%d{iso8601} %c{1}-%p: %m%n"/> </layout> 52

Chapter 5 Post-Installation Tasks </appender> A Log4j configuration file may have only a root logger, or it may include additional logger elements, as in the following example. <logger additivity="false" name="com.proxima.centauri.util.clock.systemclock"> <level value="warn"/> <appender-ref ref="service_model_hdi"/> </logger> The name attribute in a logger is usually a fully qualified package name. All log messages generated from this package will be logged to this logger. Checking Directory Contents Table 13. Directory Structure [p. 53] details of the directory structure your installation. Some knowledge in this area may be helpful in tuning, administering, or troubleshooting your system. Knowing what is normal in your system is useful if problems occur and you need to determine the cause. Unusual configurations may indicate the source of your problem very quickly. In particular, it is recommended that you review the existing.properties files in these areas. Table 13. Directory Structure BSM_HOME \bin \config \Docs \InstallLogs \jre \jre\bin \jre\lib \lib \misc \misc\migration \tmp \server\config Server and client executables Client configuration files User documentation and release notes Installation log files Java Runtime Environment (%JAVA_HOME%) Java runtime executables Java common libraries Java libraries Additional adaptor information and files Utility for migrating server components to new release or location Log files and temporary files Server configuration files Starting the Configuration Client Use the Start menu or the desktop icon (if one exists) to start the Configuration Client. 1. Select Start All Programs Compuware Business Service Manager 12.2 BSM Client. 53

Chapter 5 Post-Installation Tasks The Login dialog box appears. 2. Enter your login details. a. Enter the name of the machine running the instance of the Service Model Server to which you want to connect. The Server Port defaults to 5005. You may need to run BSM on a machine where the default port (5005) is already in use. You may need to run a second Service Model Server on the same machine, in which case the instances must be assigned different port numbers. b. Enter your login ID and password. 3. If you want to log in automatically during your next login (bypassing the Login dialog box), select Login automatically using these settings. NOTE If you need to log in with different details after selecting automatic login, use the Manage Login Profiles option on the Server menu in the Configuration Client. This option displays the Login dialog box so you can change the login details. For more information, see Login Profiles in the Business Service Management Administration Guide. Starting the Service Model Server and Enterprise Portal on UNIX and Linux To start the Service Model Server in UNIX and Linux, execute the command BSM_HOME/bin/StartServer.sh. To start the Enterprise Portal, execute /opt/compuware/enterprise_portal/tomcat/bin/startup.sh. Starting the Enterprise Portal 1. To open the Portal, go to Start All Programs Compuware Enterprise Portal 12.2. 2. Log in. The opening page appears. 54

Index Index A Apache Tomcat 17 supported version 17 application server 17 supported 17 authentication for Microsoft SQL Server 25 B Business Service Management 15, 37 compatibility with Compuware APM products 15 C clock settings 32 Compuware APM solution release support 15 Compuware Security Server 31 installation 31 Configuration Client 38, 53 installation 38 starting 53 configuration files 51 configuring client 51 configuring Service Model Server 51 Connection Manager 39 installation 39 Connection Manager server 31 installing on a separate server 31 contact information 8 CSS 18, 35, 44 installation 44 CSS (continued) installation (continued) Linux 44 installing separately 35 system requirements 18 Customer Support 8 9 information to provide 9 D database 17, 21 22, 24 25, 27 28 authentication for Microsoft SQL Server 25 creating 21 Microsoft SQL Server 24 creating for Business Service Management 24 requirements 24 Oracle 27 performance 22 size requirements 21 support 17 TCP/IP with SQL Server 24 verifying after installation 28 default ports 33 deploying BSM web application 43 directory structure and contents 53 Distributed License Management 32 E Enterprise Portal 18, 31, 41 installation 41 installing separately 31 system requirements 18 Enterprise Portal startup 54 55

Index F firewall settings 33 H HTTPS configuration 49 I installation 31 32, 34 35, 39, 41, 46 Compuware Security Server 31 Connection Manager 39 Enterprise Portal 41, 47 log file location 31 multiple Business Service Management instances on one machine 32 on Windows 34 Service Model components on Linux 46 Service Model Server 31 standalone CSS 35 installation on Linux 47 Enterprise Portal 41, 47 installing on Windows 37 Business Service Management 15, 37 introduction 7 related publications 7 J JSDT default port 33 L license 32 overview 32 Linux 46 installing on 46 log files 51 M Microsoft SQL Server 17, 24 25, 33 authentication 25 creating Business Service Management database 24 default port 33 requirements 24 supported versions 17 TCP/IP 24 modem settings 33 N New installations 31 O online support site 8 operating systems 16 17 client-only installation 17 full or Connection Manager installation 16 Oracle 17, 27 28 creating user 28 supported versions 17 P port configuration 37 ports 33 Compuware Security Server 33 default settings 33 Product acronyms 5 product overview 11 R Red Hat supported versions 16 S Server hardware requirements 15 minimum specifications 15 Service Model Server 31 installation 31 installing on a separate server 31 SQL Server 2008 27 remote configuration requirement 27 SQL Server collation 27 SSL 49 configuration 49 Standard installation 37 starting the Configuration Client 53 supported environments 15 system clock settings 32 system requirements 16 17, 32 Configuration Client 16 Database 16 operating systems 16 17 Alerting Server 16 client-only installation 17 Compuware Security Server 16 full or Connection Manager installation 16 56

Index system requirements (continued) Operating Systems 16 system clock 32 System requirements 18 Enterprise Portal 18 T Trusted SQL Server connection 25 setting up the Admin ID 25 U UNIX 54 starting the Enterprise Portal 54 starting the Service Model Server 54 V VMware support 16 installing server components in virtualized environment 16 W Windows 38 Client installation 38 Windows 2008 64-bit 16 supported versions 16 Windows authentication 25 27 installing on different machines 26 when components and SQL Server are on same machine 27 Windows installation 34 Windows Server 2012 Standard Edition support 16 57

Index 58