BSM Interoperability 8.0.00 Installation and Configuration Guide

BSM Interoperability 8.0.00 Installation and Configuration Guide December 2009 www.bmc.com

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Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software. Support Website You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home. From this website, you can: Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers. Support by telephone or email In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to customer_support@bmc.com. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance. Before Contacting BMC Software Have the following information available so that Customer Support can begin working on your issue immediately: Product information Product name Product version (release number) License number and password (trial or permanent) Operating system and environment information Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or maintenance level Sequence of events leading to the problem Commands and options that you used Messages received (and the time and date that you received them) Product error messages Messages from the operating system, such as file system full Messages from related software

Contents Preface 7 Products and applications in BSM Interoperability 8.0.00........................ 8 Related documentation................................................. 14 Document organization.................................................... 15 Audience................................................................ 15 Chapter 1 About BSM Interoperability 17 BSM Interoperability 8.0.00 data flow........................................ 18 Prerequisites............................................................. 20 Operating system and database requirements............................. 20 Other requirements.................................................... 21 Backwards compatibility testing............................................ 22 Installation overview...................................................... 26 Chapter 2 Installing BSM Interoperability components 31 Installing BMC Atrium and BMC IT Service Management applications.......... 32 Installation paths for AR System......................................... 32 Related documentation................................................. 33 Recommended order of installation...................................... 34 Installing and configuring BMC Remedy Knowledge Management.......... 37 Installing BMC Identity Management....................................... 38 Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk........................................................... 38 Related documentation................................................. 39 Installing BMC Impact Solutions........................................ 39 Installing Integration for BMC Remedy Service Desk....................... 41 Installing BMC ProactiveNet............................................... 41 Installing BMC Atrium Discovery and Dependency Mapping.................. 41 Installing transaction management applications............................... 43 Related documentation................................................. 43 Installing BMC Transaction Management Application Response Time........ 43 Installing reporting and monitoring applications.............................. 44 Related documentation................................................. 44 Installing BMC Dashboards for Business Service Management............... 44 Installing BMC Analytics for Business Service Management................. 45 Installing BMC Atrium Orchestrator........................................ 45 Related documentation................................................. 45 Contents 5

Installing BMC BladeLogic Server Automation and integrating with BMC Atrium........................................................... 47 Installing BMC BladeLogic Decision Support for Server Automation............. 47 Installing BMC BladeLogic configuration automation applications............... 48 Related documentation................................................. 48 Installing BMC BladeLogic Network Automation.......................... 49 Installing and configuring BMC BladeLogic Client Automation.............. 49 Installing BMC BladeLogic Client Automation Configuration Discovery Integration......................................................... 51 Providing access to ITSM from BMC BladeLogic Client Automation user accounts........................................................... 52 Providing access to BMC BladeLogic Client Automation from ITSM user accounts........................................................... 53 Installing BMC Capacity Management Essentials.............................. 54 Installing mainframe applications........................................... 55 Chapter 3 BSM Interoperability workflows 57 BSM Interoperability use cases.............................................. 58 Use case: Reconciliation of multiple data sources........................... 59 Use case: End to end service level management............................ 63 Use case: Holistic compliance........................................... 66 Use case: Intelligent incident............................................ 69 Use case: Problem management......................................... 72 Use case: Virtualization................................................. 74 Use case: Web self-service............................................... 77 Use case: Continuous compliance servers................................ 80 Use case: Continuous compliance networks.............................. 80 Use case: Decision Support.............................................. 80 Index 81 6 Installation and Configuration Guide

Preface The purpose of BSM Interoperability 8.0.00 is to provide a validated workflow based on use cases that span multiple BMC products. The products considered in this document are listed in Products and applications in BSM Interoperability 8.0.00 on page 8. These products are current releases and have been validated at the solution level. NOTE The purpose of this guide is to help customers, BMC Partners, and BMC Professional Services successfully install the solution offerings by providing a certified path that has been tested and validated. Only the environment tested and certified by BMC Software is documented. For information about known issues, see the BSM Interoperability 8.0.00 Release Notes. This guide does not encompass specific installation, administration, configuration, or user information at the product level. See the appropriate product documentation for that type of information. For the version of BSM Interoperability documentation that applies to your environment, see the BMC Customer Support website. Depending on your product versions, the most recent BSM Interoperability documentation might include newer versions of products which might not exist in your environment. Check the products and applications version list in the BSM Interoperability Installation and Configuration Guide or the BSM Interoperability Release Notes before using BSM Interoperability documentation. Preface! 7

BSM Interoperability 8.0.00 Products and applications in BSM Interoperability 8.0.00 Table 2-1: Atrium products The following products and applications have been validated for BSM Interoperability 8.0.00: Product name Short name Version Patch Function BMC Analytics for Business Service Management BMC Atrium Discovery and Dependency Mapping BMC Configuration Drift Management BMC Dashboards for Business Service Management BMC Remedy Action Request System BMC Analytics for BSM BMC Dashboards for BSM 7.6.00 Analyzes data and creates ad hoc reports for AR System and BMC Remedy IT Service Management applications. 7.5.01 001 Provides an automated method for discovering, cataloging, and maintaining a company s configuration data. 7.5.00 Using the configuration management data in your BMC Atrium CMDB, allows the auditing, verification, and management of infrastructure changes in your data center IT environment. 7.6.00 Provides interactive, real-time access to key service support metrics for senior IT management to help optimize decisions and accelerate the results of aligning IT to business goals. AR System 7.5.00 003 Enables the building of powerful business workflow applications that can automatically track anything that is important to the processes in your enterprise. Companies use AR System to track such diverse items as stock trades, benefits data, inventory assets, spare parts, and order fulfillment. A common use of AR System is to automate the internal help desk. 8 Installation and Configuration Guide

Products and applications in BSM Interoperability 8.0.00 Table 2-1: Atrium products Product name Short name Version Patch Function BMC Service Level Management BMC Atrium Core:! BMC Atrium Integration Engine! BMC Atrium CMDB! Product Catalog 7.6.00 Makes use of users contracts, agreements, and service targets to monitor the performance of a service, other configuration items, or infrastructure processes. 7.6.00 Provides a configuration management database (BMC Atrium CMDB) coupled with common user, programmatic, and reporting interfaces to accelerate attainment of BSM.! BMC Atrium CMDB stores information about the configuration items (CIs) in your IT environment and the relationships between them. Data consumers such as the BMC Remedy Asset Management product read data from the production dataset.! The BMC Atrium Integration Engine (AIE) product enables you to transfer data between an external datastore and BMC Atrium CMDB or the BMC Remedy Action Request System product.! The Product Catalog provides a normalized reference of software, hardware, and other types of products and their characteristics that enhance the accuracy of BMC Discovery products by uniquely identifying a product regardless of installed name or location. Preface! 9

BSM Interoperability 8.0.00 Table 2-2: Service Assurance products Product name Short name Version Patch Function BMC Impact Solutions:! BMC Impact Administration Server! BMC Impact Explorer (BMC IX)! BMC Impact Integration for z/os! BMC Impact Integration Web Services! BMC Impact Manager (BMC IM)! BMC Impact Service Model Editor! BMC Impact Publishing Server! Integration for BMC Remedy Service Desk 7.3.00 patch 001 (IBRSD)! BMC Atrium CMDB extensions (version 7.3.01) BMC Portal, including the following modules! BMC Impact Portal 7.3.02! BMC Performance Manager Portal 2.8.00 7.3.02 BMC Impact Solutions provides the following event management and service impact management technologies to enable BSM: " The BMC Event Manager solution provides real-time event management for proactive detection and resolution of IT problems before they have an impact on critical IT systems. It provides a view of the operational state of the IT infrastructure. If service impact management is implemented, any events that occur in the IT environment are processed by the event manager for use in service impact management. " The BMC Service Impact Manager solution provides realtime impact management to determine the effect of IT problems on business services. 2.8.00 Provides a common web-based interface for managing and monitoring your IT infrastructure while monitoring business services. 10 Installation and Configuration Guide

Products and applications in BSM Interoperability 8.0.00 Table 2-2: Service Assurance products Product name Short name Version Patch Function BMC ProactiveNet 8.0.00 A real-time analytics solution that detects performance abnormalities in the IT environment, delivers early warning of degrading performance, and reduces time from issue detection to resolution. This early warning is delivered by Intelligent Events that result from analyzing and correlating data across the monitored IT infrastructure, speeding the ability to detect abnormal trends before end users and mission critical applications are impacted. It also provides the users with views, detailed graph displays, reports and other tools for diagnosing performance issues. BMC Transaction Management Application Response Time, either Infrastructure Edition or Service Level Edition BMC TM ART 3.7.00 Enables you to manage the performance and reliability of your worldwide applications to measure site health based on end-user experience metrics, such as availability, accuracy, and performance. Table 2-3: Service Automation products Product name Short name Version Patch Function BMC Atrium 7.5.05 Delivers workflow-based process Orchestrator 7.5.05 templates, with which customers BMC Atrium can rapidly adapt and deploy Orchestrator Content functional design to ensure Installer consistent and appropriate, policybased response across the enterprise. BMC BladeLogic Client Automation 8.1.00 Enables administrators to manage software changes, manage content changes, configure endpoints, and collect inventory information. Preface! 11

BSM Interoperability 8.0.00 Table 2-3: Service Automation products Product name Short name Version Patch Function BMC BladeLogic Decision Support for Network Automation BMC BladeLogic Decision Support for Server Automation BMC BladeLogic Server Automation BMC BladeLogic Integration with Atrium BMC BladeLogic Network Automation BMC BladeLogic Client Automation Configuration Discovery Integration 5.3.01 A web-based reporting and analytics application used together with the BMC BladeLogic Network Automation solution providing extensive reporting capabilities based on the network devices you manage. 2.0.00 A web-based reporting application that provides extensive report capabilities related to your data center servers that are managed by BMC BladeLogic. BMC Service Automation Reporting and Analytics uses rich data warehouse schema and dimensional modeling principles to access and report on historical data captured by BMC BladeLogic. 8.0.00 Acts as a platform for the management, control and enforcement of configuration changes in the data center. 5.3.01 Manages change, configuration and compliance of network assets. 8.0.00 Integrates discovered configuration data with the BMC Remedy IT Service Management suite of products. This integration enables you to use BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Incident Management, and BMC Remedy Problem Management to access accurate, real-time information about IT infrastructure components across your enterprise. 12 Installation and Configuration Guide

Products and applications in BSM Interoperability 8.0.00 Table 2-4: Service support products Product name Short name Version Patch Function BMC Remedy IT Service Management:! BMC Remedy Asset Management! BMC Remedy Change Management! BMC Remedy Service Desk, including:! BMC Remedy Incident Management! BMC Remedy Problem Management BMC Remedy Knowledge Management BMC Service Request Management BMC Remedy ITSM 7.6.00 see KB 20020198! The BMC Remedy Asset Management application lets IT professionals track and manage enterprise CIs and their changing relationships throughout the entire CI lifecycle.! BMC Remedy Change Management provides IT organizations with the ability to manage changes by enabling them to assess impact, risk, and resource requirements, and then create plans and automate approval functions for implementing changes.! BMC Remedy Service Desk allows IT professionals to manage incidents, problem investigations, known errors, and solution database entries. 7.5.00.001 Allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that allows users to search for solutions using natural language or Boolean searches. 7.6.00 001 Allows IT to define offered services, publish those services in a service catalog, and automate the fulfillment of those services for their users. Table 2-5: Complementary products Product name Short name Version Patch Function BMC Identity Management BRIM 7.5.01 A suite of integrated solutions for handling the problems related to identity management in the enterprise. Preface! 13

BSM Interoperability 8.0.00 Required patches are available on the BMC Customer Support website at http://www.bmc.com/support. Related documentation BMC product documentation is available from the BMC Customer Support website at http://www.bmc.com/support. NOTE This document does not cover the specific procedures and detailed information that are provided in the product documentation. See the documents listed here and the product release notes for information related to procedures in this guide, and see the BMC Customer Support website for complete product documentation. The following table lists the BSM Interoperability 8.0.00 documentation set. Table 2-6: BSM Interoperability 8.0.00 documentation. Manual name BSM Interoperability Installation and Configuration Guide BSM Interoperability Release Notes Description Information designed to help customers, BMC Partners, and BMC Professional Services successfully install the solution offerings by providing a certified path that has been tested and validated. Information about known issues, workarounds, and resolved issues related to multiple products in BSM Interoperability 8.0.00. Related product documentation Relevant related documentation for individual product and component installations procedures is included as a section immediately before each installation procedure in the BSM Interoperability Installation and Configuration Guide. Review these documents, release notes, and appropriate bulletins and white papers before installing and configuring products and components described in this publication. 14 Installation and Configuration Guide

Document organization Document organization Audience This document is organized as follows:! Chapter 1, About BSM Interoperability Covers architecture, common configurations, system and other prerequisites, and high-level overview information about installing BSM Interoperability 8.0.00 on Microsoft Windows and UNIX.! Chapter 2, Installing BSM Interoperability components Covers procedures for installing BSM Interoperability 8.0.00 on Windows and UNIX.! Chapter 3, BSM Interoperability workflows Covers use cases tested by BSM Interoperability. This document is intended for system integrators in several organizations: customers, BMC Professional Services, and BMC Partners. Preface! 15

BSM Interoperability 8.0.00 16 Installation and Configuration Guide

1 About Chapter BSM Interoperability This chapter describes the data flow, prerequisites, installation overview, and the high-level steps for installing BSM Interoperability 8.0.00 on Windows and UNIX. The following topics are provided:! BSM Interoperability 8.0.00 data flow (page 18)! Prerequisites (page 20)! Backwards compatibility testing (page 22)! Installation overview (page 26) Chapter 1 About BSM Interoperability 17

BSM Interoperability 8.0.00 BSM Interoperability 8.0.00 data flow BSM Interoperability allows data to flow between multiple BMC Software products, often bidirectionally. Figure 1-1 on page 19 illustrates the logical flow of data for components in an implementation of BSM Interoperability 8.0.00. Most components and applications shown within the BMC Remedy AR System boundary are not included in the base BMC Remedy AR System product. For a computer-by-computer illustration of the physical implementation of BSM Interoperability 8.0.00, see Figure 1-2 on page 27. 18 Installation and Configuration Guide

BSM Interoperability 8.0.00 data flow Figure 1-1: Data flow in BSM Interoperability 8.0.00 Service Automation BMC BladeLogic Client Automation BMC BladeLogic Server Automation Tuners BMC Atrium Orchestrator Proxies integrations with -BMC Remedy AR System -BMC Atrium -BMC SIEM -BMC Remedy Change Management -BMC ProactiveNet Analytics Repeaters/Mirrors Master Transmitter BDSSA Client Automation database BMC Performance Analysis BMC Performance Assurance BMC Capacity Management Essentials to Exception Detector Capacity Management database Product Catalog BMC Atrium Integration Engine Legend Provider to BMC Atrium BMC Atrium Consumer from BMC Atrium Service Assurance Service Automation Integration Service Support Service Desk Incident Management Problem Management BMC Remedy Knowledge Management Service Support BMC Remedy IT Service Management BMC BladeLogic Network Automation from Discovery database Change Management Identity Management Asset Management (or Asset Inventory Module) Service Level Management Data Collector Collection Points Service Request Management data sources (such as BMC Service Impact Manager, BMC Performance Manager) Collection Nodes work orders Approval Server Assignment Engine BMC Remedy AR System components and applications SLM Drift Management BMC Atrium BMC Atrium Discovery BMC Atrium CMDB BMC Atrium Discovery dataset Impact Sandbox datasets (1 per user) Discovery database BMC Configuration Automation dataset Reconciliation Engine Asset Management Sandbox dataset BMC Atrium Discovery To multiple consumers BMC Asset dataset Impact Production dataset BMC Performance Manager dataset BMC Discovery for z/os BMC Remedy AR System database BMC Analytics Integration for BMC Remedy Service Desk BMC Portal database BMC Portal BMC Impact Portal Exception Detector BMC Performance Manager Data Service Portal RSM (example: Perform agents) data sources data sources BMC Event & Impact Management iiws iiws BMC Event Management Impact Manager (cell) BMC Service Impact Management Impact Manager (cell) Impact Administration Server Impact Explorer Service Model Editor Publishing Server Service Assurance BMC Transaction Management Application Response Time BMC ProactiveNet BMC Dashboards for BSM BMC Atrium Orchestrator About BSM Interoperability! 19

BSM Interoperability 8.0.00 Prerequisites BMC Software recommends these system prerequisites and suggested considerations based on end-to-end testing of the BSM Interoperability 8.0.00 offering. Operating system and database requirements This section describes overall operating systems and database requirements for both Windows and UNIX implementations of the solution. BSM Interoperability compatibility is provided in compatibility matrices for individual components. These compatibility matrices can be found at http://www.bmc.com/support/bmcremedycomp/index.htm. Windows During testing, BSM Interoperability 8.0.00 was tested on Windows 2003 Server Enterprise Edition with Service Pack 2 and SQL Server 2005 Enterprise Edition with Service Pack 2. The examples in the documentation reference this configuration, although any supported combination listed in the compatibility matrix can be used. NOTE Many BMC Software products that use SQL Server require that the SQL Server Agent is running so that the server can connect to remote databases. BMC Portal requires an Oracle database. You can use an existing Oracle 10g database or the BMC Datastore (included on the BMC Portal DVD). UNIX During testing, BSM Interoperability 8.0.00 was tested on Sun Solaris 10 and Oracle 11g with the latest patches installed. The examples in the documentation reference this configuration, although any supported combination listed in the compatibility matrix can be used. For UNIX installations, all servers must be server-class computers, preferably with multiple processors. Because some BSM Interoperability 8.0.00 products do not have UNIX versions, some servers in the environment must be Windows computers. 20 Installation and Configuration Guide

Prerequisites Other requirements Individual products in the BSM Interoperability 8.0.00 offering have their own installation prerequisites. Some of these prerequisites are satisfied by steps you take when installing other products using the procedures in this section. Any other prerequisites are shown in Figure 1-2 on page 27. Consult your documentation for details on licensing for specific products. About BSM Interoperability! 21

BSM Interoperability 8.0.00 Backwards compatibility testing BSM Interoperability tested the BSM Interoperability 7.6 stack with the following platform products:! BMC Remedy AR System 7.5 patch 003! BMC Atrium Core 7.5 patch 003 The following products and applications were tested as part of BSM Interoperability 7.6 and have been validated against those platform versions: Table 1-1: Products and applications in backwards compatibility testing (Sheet 1 of 4) Product Name Short name Version Patch Function BMC Analytics for Business Service Management BMC Atrium Discovery and Dependency Mapping BMC Analytics for BSM 7.6.00 Analyzes data and creates ad hoc reports for AR System and BMC Remedy IT Service Management applications. 7.5.01 Provides an automated method for discovering, cataloging, and maintaining a company s configuration data. BMC Atrium Orchestrator 7.5.05 002 Delivers workflow-based process templates, with which customers can rapidly adapt and deploy functional design to ensure consistent and appropriate, policy-based response across the enterprise. BMC BladeLogic Operations Manager BMC BladeLogic Integration with Atrium BMC Configuration Automation for Clients BMC Configuration Automation for Networks BMC Configuration Drift Management 8.0.00 Acts as a platform for the management, control and 7.6.00 enforcement of configuration changes in the data center. 8.1.00 Enables administrators to manage software changes, manage content changes, configure endpoints, and collect inventory information. 5.2.01 000 Manages change, configuration and compliance of network assets. 7.5.00 Using the configuration management data in your BMC Atrium CMDB, allows the auditing, verification, and management of infrastructure changes in your data center IT environment. 22 Installation and Configuration Guide

Backwards compatibility testing Table 1-1: Products and applications in backwards compatibility testing (Sheet 2 of 4) Product Name Short name Version Patch Function BMC Configuration Management Configuration Discovery Integration for CMDB BMC Dashboards for Business Service Management BMC Portal, including the following module:! BMC Performance Manager Portal 2.8.00 BMC Dashboards for BSM 8.0.00 hotfix SW00335267 Integrates discovered configuration data with the BMC Remedy IT Service Management suite of products. This integration enables you to use BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Incident Management, and BMC Remedy Problem Management to access accurate, real-time information about IT infrastructure components across your enterprise. 7.6.00 000 Provides interactive, real-time access to key service support metrics for senior IT management to help optimize decisions and accelerate the results of aligning IT to business goals. 2.8.00 2.7.00.030 (supported by version 2.7.00 and 2.7.50) Provides a common web-based interface for managing and monitoring your IT infrastructure while monitoring business services. BMC ProactiveNet 8.0.00 000 A real-time analytics solution that detects performance abnormalities in the IT environment, delivers early warning of degrading performance, and reduces time from issue detection to resolution. This early warning is delivered by Intelligent Events that result from analyzing and correlating data across the monitored IT infrastructure, speeding the ability to detect abnormal trends before users and mission critical applications are impacted. It also provides the users with views, detailed graph displays, reports and other tools for diagnosing performance issues. About BSM Interoperability! 23

BSM Interoperability 8.0.00 Table 1-1: Products and applications in backwards compatibility testing (Sheet 3 of 4) Product Name Short name Version Patch Function BMC Remedy IT Service Management:! BMC Remedy Asset Management! BMC Remedy Change Management! BMC Remedy Service Desk, including:! BMC Remedy Incident Management! BMC Remedy Problem Management BMC Remedy Knowledge Management BMC Service Automation Reporting and Analytics BMC Remedy ITSM 7.6.00! The BMC Remedy Asset Management application lets IT professionals track and manage enterprise CIs and their changing relationships throughout the entire CI lifecycle.! BMC Remedy Change Management provides IT organizations with the ability to manage changes by enabling them to assess impact, risk, and resource requirements, and then create plans and automate approval functions for implementing changes.! BMC Remedy Service Desk allows IT professionals to manage incidents, problem investigations, known errors, and solution database entries. 7.5.00.001 Allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that allows users to search for solutions using natural language or Boolean searches. BSARA 2.0.00 A web-based reporting application that provides extensive report capabilities related to your data center servers that are managed by BMC BladeLogic. BMC Service Automation Reporting and Analytics uses rich data warehouse schema and dimensional modeling principles to access and report on historical data captured by BMC BladeLogic. 24 Installation and Configuration Guide

Backwards compatibility testing Table 1-1: Products and applications in backwards compatibility testing (Sheet 4 of 4) Product Name Short name Version Patch Function BMC Service Level Management 7.6.00 000 BMC Service Request Management BMC Transaction Management Application Response Time, either Infrastructure Edition or Service Level Edition BMC TM ART hotfix SLM_SIM_II WS-7-3-01- HOTFIX Makes use of users contracts, agreements, and service targets to monitor the performance of a service, other configuration items, or infrastructure processes. 7.6.00 Allows IT to define offered services, publish those services in a service catalog, and automate the fulfillment of those services for their users. 3.7.00 Enables you to manage the performance and reliability of your worldwide applications to measure site health based on user experience metrics, such as availability, accuracy, and performance. Required patches are available on the BMC Customer Support website at http://www.bmc.com/support. About BSM Interoperability! 25

BSM Interoperability 8.0.00 Installation overview This section contains information about the method and sequence used by BMC Software to perform a new installation of the solution and test it. The procedure is not the only possible way to set up a successful environment. For more information about implementing different use cases based on the amount of data present in your environment, see the documentation set for your products, as well as other documentation available on the BMC Customer Support website. NOTE For interoperability testing, computers running VMware images were used to minimize the need for pre-existing web or application servers. Figure 1-2 on page 27 illustrates the BSM Interoperability 8.0.00 installation order on Windows and UNIX. 26 Installation and Configuration Guide

Installation overview Figure 1-2: Installation order (page 1 of 2) SERVER A BMC Remedy ITSM BMC Atrium Web Services Prerequisites - JBoss Application Server 4.0.2 (for SLM data collector) - Java SDK 1.6 - Database client connectivity tools Access to the same LDAP directory server Server C uses 1 BMC Remedy AR System Suite, including BMC Remedy ARSystem server BMC Remedy Approval Server BMC Remedy Assignment Engine BMC Remedy Flashboards 5 2 BMC Atrium Core, including 6 BMC Atrium CMDB BMC Atrium Integration Engine Product Catalog BMC Atrium Web Services on its own computer [go to Step 3 on Server B] - SQL Server 2005 SP 2 (Windows) or Oracle 10g release 2 (UNIX) for BMC Remedy AR System data store, including BMC Atrium CMDB data. - Increase log file size to 300MB - 3 GB temp space on Solaris 4 BMC Remedy IT Service Management Suite, including BMC Remedy Asset Management BMC Remedy Change Management BMC Remedy Service Desk BMC Service Level Management BMC Service Request Management 7 BMC Configuration Drift Management 13 Integration for BMC Remedy Service Desk SERVER F BMC ProactiveNet SERVER G BMC Atrium Discovery SERVER H Prerequisites - Minimum of 6 GB of memory -64-bit OS 14 BMC ProactiveNet Prerequisites - Dual 2.1 GHz processors, or four in - Administrator privileges large production environments - MS SQL Server 2005 database - Minimum of 4 GB of memory - Minimum of 6 GB of permanent storage (10 GB recommended) plus 2 GB of temporary storage for the installation 15 BMC Atrium Discovery and Dependency Mapping Prerequisites - SQL Server 2005 database - Minimum of 1 GB of memory SERVER B Prerequisites - Java SDK 1.6 BMC TM ART 16 BMC Transaction Management Application Response Time Web Server 3 BMC Remedy Mid Tier [go to Step 4 on Server A] SERVER I Prerequisites - Minimum of 1 GB of memory SERVER C Prerequisites - Administrator privileges -own SQL server BMC TM ART 17 BMC Transaction Management Application Response Time Alerting Server BMC Remedy Knowledge Management 8 BMC Remedy Knowledge Management SERVER J Prerequisites - Minimum of 2 GB of memory - BusinessObjects 18 BMC Analytics for BSM SERVER D Prerequisites - 2 GB temp space Reporting 19 BMC Dashboards for BSM BMC Identity Management SERVER E BMC Impact Solutions 9 BMC Remedy Identity Management Suite; BMC Identity Management Prerequisites - Minimum of 2 GB of memory - 1 MB of disk space for each cell or console you intend to use 10 BMC Impact Solutions 11 BMC Portal, including BMC Performance Manager Portal BMC Impact Portal - Administrator privileges - Java SDK 1.6.0_11 -BMC Datastore on separate server 12 Remote Service Monitor [on separate server or RSM farm] [go to Step 13 on Server A] SERVER K BMC Atrium Orchestrator CDP SERVER L BMC Atrium Orchestrator Development Studio Prerequisites - Minimum of 8 GB of memory - Java SDK 1.6, 64-bit version -Processor: 2 @ 2.8GHz ( physical machine ), 1 @ 2.8 GHz ( VM ) -20 GB free disk space -64 bit OS preferred 20 BMC Atrium Orchestrator CDP Prerequisites - Minimum of 4 GB of memory - Java SDK 1.6, 64-bit version -Processor: 2 @ 2.8GHz ( physical machine ), 1 @ 2.8 GHz ( VM ) -20 GB free disk space -64 bit OS preferred 21 BMC Atrium Orchestrator Development Studio About BSM Interoperability! 27

BSM Interoperability 8.0.00 Figure 1-2: Installation order (page 2 of 2) SERVER M Prerequisites - Minimum of 512 MB of memory - Same database vendor as AR System BladeLogic 22 23 BMC Atrium Orchestrator LAP BMC BladeLogic Server Automation, BMC BladeLogic Integration with Atrium SERVER N Prerequisites - Minimum of 4 GB of memory - Same database vendor as AR System 24 BMC BladeLogic Decision Support BladeLogic SERVER O Prerequisites - Minimum of 1 GB of memory BNA 25 BMC BladeLogic Network Automation BladeLogic Decision Support for Network Automation Data Warehouse SERVER P Prerequisites - Administrator privileges - Database client connectivity tools - Access to the same LDAP directory server that Server A uses - SQL Server 2005 database with Mixed Mode authentication for BMC CM data store BladeLogic Client Automation 26 BMC BladeLogic Client Automation 27 122230 BMC Configuration Automation for Clients CDI SERVER Q Prerequisites - Minimum of 2 GB of memory - Administrator privileges - Java SDK 1.6 - Microsoft.NET framework Capacity Management 28 BMC Capacity Management Essentials SERVER RI Prerequisites - z/os 1.4 through 1.7 or later 29 BMC Impact Integration for z/os Mainframe impact & Discovery 28 Installation and Configuration Guide

Installation overview About BSM Interoperability! 29

BSM Interoperability 8.0.00 30 Installation and Configuration Guide

2 Installing Chapter BSM Interoperability components This chapter presents procedures for installing BSM Interoperability 8.0.00 components on Windows and UNIX environments. Any specific configuration required for either of these installations is explained in separate sections within the procedure. The following topics are provided:! Installing BMC Atrium and BMC IT Service Management applications (page 32)! Installing BMC Identity Management (page 38)! Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk (page 38)! Installing BMC ProactiveNet (page 41)! Installing BMC Atrium Discovery and Dependency Mapping (page 41)! Installing transaction management applications (page 43)! Installing reporting and monitoring applications (page 44)! Installing BMC Atrium Orchestrator (page 45)! Installing BMC BladeLogic Server Automation and integrating with BMC Atrium (page 47)! Installing BMC BladeLogic Decision Support for Server Automation (page 47)! Installing BMC BladeLogic configuration automation applications (page 48)! Installing BMC Capacity Management Essentials (page 54)! Installing mainframe applications (page 55) Chapter 2 Installing BSM Interoperability components 31

BSM Interoperability 8.0.00 Installing BMC Atrium and BMC IT Service Management applications This section explains how to install! BMC Remedy AR System and AR System applications, including BMC Remedy AR System server, BMC Remedy Mid Tier, BMC Remedy Approval Server, BMC Remedy Assignment Engine, BMC Remedy Email Engine! BMC Atrium Core applications, including BMC Atrium CMDB and BMC Atrium Integration Engine! BMC ITSM applications, including BMC Remedy Asset Management, BMC Remedy Change Management, BMC Remedy Service Desk (includes BMC Remedy Incident Management and BMC Remedy Problem Management) Installation paths for AR System Default installation paths for AR System are:! Windows C:\Program Files\BMC Software\ARSystem! UNIX /opt/bmc/arsystem Each feature has its own subdirectory within these directories, such as:! approval! Arserver! AREmail! arsystem (for utilities)! assignmentengine! dataimporttool! DevStudio! flashboards! midtier! usertool 32 Installation and Configuration Guide

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

BSM Interoperability 8.0.00 BMC Configuration Drift Management! BMC Configuration Drift Management Installation Guide! installation instructions BMC Remedy Knowledge Management! BMC Remedy Knowledge Management Installation Guide! installation instructions! instructions to integrate with AR System Recommended order of installation The following high-level steps provide the recommended order for installing the AR System and AR System applications. 1 Install the following BMC Remedy AR System server 7.5.00 patch 003 features:! AR System server with! AREA LDAP Directory Service Authentication! ARDBC LDAP Directory Service Data Access! Web Services Plugin! BMC Remedy Approval Server! BMC Remedy Assignment Engine! BMC Remedy Flashboards! other appropriate BMC clients BMC Remedy AR System patches are cumulative. A BMC Remedy AR System patch contains the installer for the full version of BMC Remedy AR System, so when installing for first time, you can run the patch installer to install the full BMC Remedy AR System 7.5.00 product with patch updates. NOTE Depending on the amount of data you store in your BMC Atrium CMDB, your database size might need to be increased. The minimum size used in interoperability testing was 8000 MB.! For Windows installations, make sure you:! In the MS SQL Information panel of the installer, increase the Database Initial Size from 300 MB to at least 8000 MB if you are installing the entire BMC Remedy IT Service Management suite of applications.! For UNIX installations, make sure you:! Verify that the user installing the AR System server has access to the tnsnames.ora file. 34 Installation and Configuration Guide

Installing BMC Atrium and BMC IT Service Management applications! Increase the default data tablespace from 300 to at least 8000 megabytes at the AR System server Database Settings prompt if you are installing the entire BMC Remedy IT Service Management suite of applications. IMPORTANT To avoid BMC Atrium Discovery and Dependency Mapping and BMC Atrium CMDB export failures, you must select the Unicode option when installing the AR System server on both UNIX and Windows. 2 In AR System Administration Console, apply the appropriate licenses. AR System applications do not require license keys. AR System requires license keys only for AR System servers. NOTE For Windows 2008 servers, you cannot use the BMC Remedy User Tool for licensing as it will return an invalid Host ID. You must use ipconfig /all on the local machine to determine the physical address of the computer. This physical address acts as your Host ID for licensing purposes. 3 In AR System Administration Console, increase the maximum number of threads for the Fast and List queues to improve performance. Fast queues should have five times as many threads as the number of processors in your server, while List queues should have three times as many threads as the number of processors. 4 Install BMC Atrium Core 7.6.00, including these features:! BMC Atrium CMDB! BMC Atrium Impact Simulator! Product Catalog! BMC Atrium Integration Engine! Web services (on its own computer) NOTE Install BMC Atrium Web Services on its own computer to avoid resource contention and port conflicts. 5 If applicable, choose to import your data during the installation. 6 Install BMC Remedy Mid Tier on its own computer. Installing BSM Interoperability components! 35

BSM Interoperability 8.0.00 7 Install the following BMC Remedy IT Service Management applications in any order:! BMC Remedy Asset Management! BMC Remedy Change Management! BMC Remedy Service Desk (includes BMC Remedy Incident Management and BMC Remedy Problem Management) IMPORTANT You must start BMC Remedy Assignment Engine before you install any BMC Remedy IT Service Management application. Before installing BMC Remedy Asset Management and BMC Remedy Change Management, you must start BMC Remedy Approval Server and BMC Remedy Assignment Engine. 8 Optionally, install BSM Enablement data. BSM Interoperability testing used BSM Enablement data in their testing. Register with the BMC Developer Network to obtain the data files and instructions for installing the data. 9 Install BMC Service Level Management and the Collector. NOTE On UNIX, the installer must be launched in graphical mode from bmcslm-solaris.bin. 10 Install BMC Service Level Management Collection Point. 11 Install BMC Service Request Management. IMPORTANT The server name on the CAI Registry form must be the same name as the server that is registered on the mid tier, which is the value of $SERVER$ that you get on the web. 12 Install BMC Service Request Management integrations. 13 Install BMC Configuration Drift Management. 36 Installation and Configuration Guide

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

BSM Interoperability 8.0.00 Installing BMC Identity Management Install BMC Identity Management, which consists of BMC Identity Management Suite and BMC Remedy Identity Management according to the information contained in the product documentation. For more information, see BMC Remedy Identity Management Installation Guide. Note that BMC Remedy Identity Management is for Windows only this release. Integrating BMC Remedy Identity Management requires that you have a Windows implementation of AR System. Installing BMC Impact Solutions and BMC Portal, integrating with BMC Remedy Service Desk Use the following high-level steps to install BMC Impact Solutions and integrate it with BMC Remedy Service Desk: Step 1 Install BMC Impact Solutions (page 39). BMC Performance Manager Portal and BMC Performance Exception Detector are installed in this step, during the installation of BMC Portal. Step 2 Install the Integration with Remedy Service Desk (page 41). 38 Installation and Configuration Guide

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