This documentation supports the 20.02 version of Remedy Deployment.
To view an earlier version, select the version from the Product version menu.

Planning a fresh deployment

Review this planning guide to understand and choose the best method for a fresh, on-premises deployment of Remedy ITSM Suite.

To deploy the Remedy ITSM Suite, you must install the relevant components for each Remedy ITSM Suite deployment architecture tier:

For more information about each of these tiers and components, see Remedy on-premises solution architecture.

Choosing the deployment method

Review this section to understand how to evaluate the installation options and choose the one that best suits your requirements.


Planning decisionDetails
How do I determine which components to deploy and where?

Remedy ITSM Suite offers multiple deployment options. Review all the components that you need and select the deployment option that best suits your requirements.

For a basic deployment of Remedy ITSM Suite, you can install the following components in total four servers:

  • Mid Tier, Virtual Chat, Remedy SSO, Smart Reporting, Smart IT, and DIgital Workplace Advanced on one server (server 1) and DWP Catalog on another server (server 2).
  • All the server tier components on server 3.
  • The database on server 4.

You can add redundant servers in each of the tiers to achieve high availability.

Depending on your requirements, you can have many variations of this deployment model. For more information, see Deployment use cases.

Where do I run the installers?

After you choose the most suitable deployment option, run the installers in the identified server for each component. The intuitive GUI mode in the installers guide you through the installation process.

The Remedy applications follow a two-step approach for installation. First, you must install the 18.05 version by using the installers and then apply the latest deployment packages to install the latest version of the applications.

For more information about installing the components, see Installing.

You can deploy the BMC Remedy shared services only after installing the Remedy ITSM Suite. To know more about the shared services, see Remedy as a shared service deployment.

Is there a silent installation option?

Yes.

You can choose to install the components in silent mode instead of using the GUI installer. For more information, look for silent mode in the following sections:

How do I achieve high availability in Remedy ITSM Suite?

You can achieve High Availability in Remedy ITSM Suite by adding redundant servers. For more information about high availability deployment of Remedy ITSM Suite, see Remedy high availability deployment.

How do I integrate other BMC products with Remedy ITSM Suite?

Integrate Remedy ITSM Suite with other BMC products after you install the Remedy ITSM Suite. For the installation instructions, see:

  • Installing BMC Remedy ITSM Process Designer
  • Installing BMC Remedy Migrator
  • Installing BMC Configuration Drift Management
  • Installing Smart IT
  • Installing BMC Remedy Single Sign-On

For information about configuring and using the the integrated products, see the respective product documentation.

Planning the environment

Review the planning decisions and related information to plan the optimal environment for deploying Remedy ITSM Suite.


Planning decisionDetails
What are the hardware requirements?

Before installing Remedy ITSM Suite, ensure that you plan for the required hardware. Review the minimum hardware requirements and plan the optimal infrastructure to support your deployment.

To know about hardware requirements, see Hardware requirements. Also, see BMC Remedy Single Sign-On system requirements in the Remedy Single Sign-On documentation.

How do I determine the number of systems I need to support my deployment?

BMC publishes guidelines for hardware sizing based on a series of enterprise-scale tests to demonstrate the scalability and performance of the platform and the applications.


Best practice

BMC recommends that you adequately estimate and size your environment for continued scalability and performance. The medium-size deployment model specified in the Sizing baselines for the basic deployment model is suited for the majority of our customers. If you need additional capacity, BMC recommends that you add an additional medium-size server to a server group.

The product installers automatically run the configuration checks based on BMC's sizing recommendations for medium-size servers.

What are the software requirements?

Plan for the operating systems, databases, and other third-party software that are required for installing Remedy. For example, you must have the correct Java version installed before you install Remedy.

Review the compatibility matrix to ensure that the system on which you plan to install contains the required and supported third-party software.

Also review the following topics:

What ports are required by the Remedy servers and services?

For network port requirements, see

Which databases are supported?

Remedy supports the following databases:

  • Microsoft SQL Server
  • Oracle
  • PostgreSQL (Linux)

To view the supported database versions, see Compatibility matrix.

For information about a Unicode implementation, see Unicode considerations, support, and migration.

Planning the pre-installation activities

Review the planning decisions in this section to understand the activities that you must perform before installing Remedy ITSM Suite.


Planning decisionDetails
What preparations are required for a fresh installation?

To prepare the environment for installation, perform the tasks in the Preparing section before running the Remedy ITSM Suite product and component installers. Note that when you perform the installation, individual components will require additional pre-installation steps.  

How to download the installation files?

You can download the installation files from the BMC Electronic Product Distribution (EPD) site.

See Downloading the installation files to understand:

  • Components in the Remedy ITSM Suite
  • Installers you must run to install a specific component
  • Where and how to download the installers
  • Location of a specific component in the Remedy ITSM Suite environment
What credentials are required for installing Remedy ITSM Suite?
  • (Windows) To install Remedy on Windows servers, you must either have Administrator privileges or write access to the %windir% directory. See Preparing a Windows environment.
  • (Linux) To install on Linux servers, you must have either root access or read and write access to /etc, /opt/bmc and the install location. See Preparing a UNIX environment.
What are the license requirements and how to get a license?

Each Remedy Action Request System (AR System) server instance requires its own license and license key. However, the AR System server shares all other licenses with the other servers in the group. For more information about licensing, see the following topics:

  • Licensing overview
  • Obtaining BMC Remedy license keys
  • Licensing entitlements
What are the security considerations for installing Remedy ITSM Suite?

Consider and plan for implementing various security measures in Remedy to adhere to your organization's security policies and practices.

Review the Security planning section to understand how to secure Remedy ITSM and the recommendations for a secure deployment.


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