This documentation supports the 18.08 version of Remedy Deployment.

To view the latest version, select the version from the Product version menu.

Hardware requirements

The sizing baselines in the following table are based on performance lab benchmark test results and real-world customer experience. For more information about performance tuning and configuration checklist, see the Knowledge Article 000114508

The basic Remedy deployment model can support up to 800 concurrent users. Concurrent users indicate the number of users logged in and actively working on the system. If your organization is using a significant number of web-based clients (utilizing the mid tier) and the thick-based BMC Remedy client tool, you should calculate the totals for each and use the total number as the estimate for concurrent users.

The following table lists the configuration for the type of deployment:

Type of deploymentNumber of Remedy ITSM concurrent usersNumber of Remedy Smart Reporting concurrent usersNumber of Digital Workplace users

The following table lists the sizing baselines for a small deployment:

Deployed componentsSmall deployment
Only Remedy ITSM stack
Web tier

12 CPUs, 36 GB RAM*

*(For deploying Remedy Mid Tier, Remedy Single Sign-On, Virtual Chat on the same server.)

Server tier

12 CPUs * 32 GB RAM

Data tier

8 CPU, 16 GB RAM

Remedy ITSM stack with Smart IT
Web tier

16 CPUs, 48 GB RAM*

*(For deploying Remedy Mid Tier, Remedy Single Sign-On, Virtual Chat, and Smart IT on the same server.)

Server tier

16 CPUs * 48 GB RAM

Data tier

8 CPU, 16 GB RAM

Remedy ITSM stack with Smart IT and Digital Workplace
Web tier

24 CPUs, 64 GB RAM*

*(For deploying Remedy Mid Tier, Remedy Single Sign-On, Virtual Chat, Smart IT, and Digital Workplace on the same server.)

DWP Catalog server with 8 CPU, 16 GB RAM

Server tier

AR System server with 20 CPU, 64 GB RAM

Data tier

16 CPU, 32 GB RAM

Deployment High Availability (HA) can be accomplished through standard horizontal scaling. The entire deployment model can be duplicated with the original resource allocation in place. The simplest HA can be achieved when the deployment is virtualized; that is, the entire deployment model is duplicated and enough resources are allocated to the VMs. 

One example of enabling HA in your environment is that if you are using only the Remedy ITSM stack, then for the Web tier, configure two servers with 12 CPU 36 GB each: one server for primary use and another server for HA. Therefore, by using the sizing guidelines in the preceding table, if you have a single server with 12 CPU, 36 GB RAM for your base web tier, in HA, you would have two servers with 12 CPU, 36 GB RAM.

For information about sizing baselines for medium and large deployments, see the Knowledge Article 000114508.

Related topics

Compatibility matrix

Remedy On-Premises solution architecture

Software dependencies for BMC Remedy AR system

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  1. Duy Do

    BMC Digital Workplace Sizing considerations link takes you to non-existent page. Prior versions had recommendations for Smart IT and MyIT sizing on same server:

    Is there similar for SmartIT and Digital Workplace 18.08 or is it recommended to separate and install on different servers?

    Oct 25, 2018 12:27
    1. Himanshu Raul

      Hi Duy,

      Thank you for your feedback. We have fixed the link. The link to DWP sizing considerations is Sizing and scalability considerations. It is recommended to install Smart IT and DWP on separate Apache Tomcat servers.



      Feb 05, 2019 10:43