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Upgrading BMC Service Level Management with overlays

The BMC Service Level Management installer enables you to deploy BMC Service Level Management products in your IT environment.

Recommendations

  • To reduce installation time significantly, do not install the products over the wide area network (WAN).
  • Download and fill out the planning spreadsheet.
  • To avoid configuration problems, accept the default values displayed in the installer unless you have a valid reason to modify them.
  • Activate the appropriate BMC Service Level Management license on the AR System server before you start installation.
  • Make sure that no application is using port 12333.
  • BMC recommends that you install Service Level Management Collector on its own separate web server to avoid potential conflicts with upgrade or other maintenance or installation considerations. For more information, see To install BMC Service Level Management Collector Service.

Before you begin

  • If you are upgrading BMC Service Level Management, you must install Atrium Integrator 8.0.00 before you install BMC Service Level Management 8.0.00.
  • If you plan to use BMC Service Level Management 8.0.00 with BMC Remedy IT Service Management (BMC Remedy ITSM), you must install BMC Remedy ITSM 8.0.00 and the latest BMC Remedy ITSM patches before installing BMC Service Level Management.
  • If you already have BMC Service Request Management installed and you want to install BMC Service Level Management, then you must first install BMC Remedy ITSM 8.0.00 Foundation. To install BMC Remedy ITSM 8.0.00 Foundation, you must install at least one of the BMC Remedy ITSM 8.0.00 applications. You do not need to use BMC Remedy ITSM applications in this scenario; therefore, you do not need corresponding ITSM user licenses.

The product patches include the full BMC Remedy ITSM installation. Check for patches before you install BMC Remedy ITSM by going to the BMC Electronic Product Distribution (EPD) website at: https://webapps.bmc.com/signon/content/logon.jsp. You must have a support contract to download patches.

To install BMC Service Level Management

 Steps (15)

  1. Download the BMC Service Level Management installer from EPD, or navigate to the installation directory on the CD.
  2. Unzip the installer.
  3. Navigate to the Disk 1 folder.
    The default location is C:\<installDirectory>\ServiceLevelManagement8.0.00.windows\BMCService
    LevelManagement\windows\ServiceLevelManagement\Disk1.
  4. Start the installer.
    • For Windows, run setup.cmd.
    • For UNIX, log in as root and run setup.sh.
  5. In the lower right corner of the Welcome panel, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. In the Installation Pre-Check Information panel, click Next.
    The installer validates the system resources of your computer and displays a list of available features.
  8. Select one or more BMC Service Level Management features to install, and then click Next.
    Select Primary Server (default) to install on a standalone AR System server or to install on the primary AR System server in a server group environment. Do not select this box when installing BMC Service Level Management on a secondary server in a server group environment.
  9. On the Directory Selection panel, navigate to the directory in which you want to install BMC Service Level Management.
    The default location is C:\Program Files\BMC Software\BMCServiceLevelManagement.
  10. Click Next.
  11. Enter the values from the planning worksheet for the remaining features that you want to install.
    After you have entered the required information, the installer validates your inputs, and then the Installation Preview panel appears, listing the product and product features that will be installed. You are nearly finished with the BMC Service Level Management installation.
  12. Click Install.
    The installer installs the BMC Service Level Management features you have selected. After post-installation cleanup, a summary of the installation appears.
  13. Click View Log to review the SEVERE error messages or warnings in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
    C:\Users\<installUser>\AppData\Local\Temp\slm_install_log.txt
  14. Close the log when you finish.
  15. Click Done to exit the BMC Service Level Management installer.

Note

When you install the product, certain sample data is inserted. If this data already exists on your workstation, you might receive index violation errors. These errors can occur when installing the product in any language.
You might receive an error message for either of the following reasons:

  • If you have a previous version of the product installed on your machine and are upgrading to a more recent version.
  • If you have installed other products previously.

If you receive an index violation error message when you are installing the product or upgrading to a more recent version of the product, you can ignore this message because the necessary data already exists. Therefore, the product will function properly.

To install BMC Service Level Management Collector Service

 Steps (14)

Note

You can install SLM Collector on the same web server as the Mid Tier and you can run it in the same web server as the Mid Tier. However, BMC recommends that you install SLM Collector on its own separate web server to avoid potential conflicts with upgrade or other maintenance or installation considerations. When you use a separate instance of an application server (web server), make sure to configure it for an available HTTP port and to close or comment out any connectors to avoid conflicts with other instances of that application server.

For example, for a separate instance of Tomcat, be sure to edit the Tomcat server.xml file to use a HTTP port that is available and to comment out the AJP Connector entry to avoid conflict with any other instances of Tomcat running on that server.

  1. Download the BMC Service Level Management installer, or navigate to the installation directory on the CD.
  2. Navigate to the Collection Point Disk 1 folder.
    The default location is C:\<installDirectory>\ServiceLevelManagement8.0.00.windows\BMCService
    LevelManagement\windows\ServiceLevelManagement\Disk1.
  3. Start the installer.
    • For Windows, run setup.cmd.
    • For UNIX, log in as root and run setup.sh.
  4. In the Welcome panel, click Next.
  5. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  6. In the Installation Pre-Check Information panel, click Next.
    The installer validates the system resources of your computer and displays a list of available features.
  7. Select Service Level Management Collector, and then click Next.
  8. On the Directory Selection panel, navigate to the directory in which you want to install BMC Service Level Management Collector Service, and then click Next.
    The default location is C:\Program Files\BMC Software\BMCServiceLevelManagement.
  9. In the Service Level Management Collector Information panel, enter the following information:
    1. Select the App Server Type, for example, Tomcat 5.x, 6.x or 7.x.
    2. Browse to the Web App Root.

      Web application

      Directory to browse to

      Tomcat

      <Tomcat_root>/webapps/
      (C:\Program Files\Apache Software Foundation\Tomcat6.0\webapps)

      JBoss

      <JBoss_root>/server/default/deploy

      Servlet Exec

      <Servlet_Exec_root>/webapps/default

      Other

      Specify a path for the files to be copied

    3. Browse to the Java JRE path.
  10. Enter the values from the planning worksheet for the features that you want to install.
    After you have entered the required information, the installer validates your inputs, and then the Installation Preview panel appears, listing the product and product features that will be installed. You are nearly finished with the Collector Service installation.
  11. Click Install.
    The installer installs the Collector Service. After post-installation cleanup, a summary of the installation appears.
  12. Click View Log to review the SEVERE error messages in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
    C:\Users\<installUser>\AppData\Local\Temp\slm_install_log.txt
  13. Close the log when you finish.
  14. Click Done to exit the BMC SLM installer.

To install the BMC Service Level Management Collection Point

 Steps (12)

Note

You can install multiple Collection Points on a single server. To install multiple Collection Points you must change the Collection Point port number and installation directory each time you run the Collection Point installer.

  1. Download the BMC Service Level Management installer, or navigate to the installation directory on the CD.
  2. Navigate to the Collection Point Disk 1 folder.
    The default location is C:\<installDirectory>\ServiceLevelManagement8.0.00.windows\BMCService
    LevelManagement\windows\CollectionPoint\Disk1.
  3. Start the installer.
    • For Windows, run setup.cmd.
    • For UNIX, log in as root and run setup.sh.
  4. In the Welcome panel, click Next.
  5. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  6. In the Directory Selection panel, review the destination directory and then click Next.
    The default directory is C:\Program Files\BMC Software\Collection Point.
  7. Enter the SLM Collection Point port number, and then click Next.
    The default port is 7089.
  8. Browse to the JRE path, and then click Next.
    The installed version of Oracle JRE must be 1.6 or later.
  9. Click Install.
    The installer installs the Collection Point. After post-installation cleanup, a summary of the installation appears.
  10. Click View Log to review the SEVERE error messages in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
    C:\Users\<installUser>\AppData\Local\Temp\slm_install_log.txt
  11. Close the log when you finish.
  12. Click Done to exit the BMC SLM installer.

Related topics

Completing the planning spreadsheet for an upgrade

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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