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Installing BMC Remedy ITSM Suite

This topic describes the end-to-end tasks required to install BMC Remedy IT Service Management (ITSM) Suite in a server group.

A server group consists of two or more BMC Remedy Action Request (AR) System servers that are designated as part of a group and share the same database. Servers that belong to the same group can provide backup for server operations that are allowed to run on only one server at a time. Critical operations have greater availability, because you can configure any server in the group to back up another server's operations. 

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End-to-end steps for installation

Installation of BMC Remedy ITSM Suite comprises the following stages:

Note

If you want to install BMC Atrium Single Sign-On 9.0, you must install it before installing the BMC Remedy ITSM Suite platform components. See Installing BMC Atrium Single Sign-On in the BMC Atrium Single Sign-On online documentation.

Stage 1: Prepare and plan for the installation

Step Action Additional information
1. Understand the different installers you need for different components For some components, you must run the same installer multiple times.
2. Review the system requirements

Review the compatibility matrix, and the software and hardware requirements for installing.

Note: To access the product compatibility information on the Customer Support website, you must have a Support logon.

3. Download the installation files

When viewing the latest version of a product on the Electronic Product Download (EPD) site, you see only the components (including licensed add-ons) that are covered under the licenses associated with your Support ID or EPD profile. Ensure that you download the latest service pack and patch.

4. Obtain the BMC Remedy license keys

Only the AR System server licenses require keys. Depending on the components that you use, you might need several licenses to activate an application.

Note: You must activate the licenses before installing the applications.

5. Complete the planning spreadsheet for an installation

Before you start installing the products, you must gather information about the required parameters for which the installer prompts for each product. The planning spreadsheet provided in this section helps you to gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.

6. Prepare your database for installation

Before you install, prepare your database as described in the topics.

Also review the recommendation to avoid a decline in AR System server performance.

7. Prepare your base platform Before you install, you must prepare your base UNIX or Windows platform.
8. Review the known and corrected issues Known and corrected issues are organized separately for the platform and application components.
9. Perform the configuration checks

Using the BMC Remedy Configuration Check utility, perform general configuration checks on your system before you install any components in the BMC Remedy ITSM Suite environment.

Perform checks for all components you want to install before you proceed to the next stage.

Note: You can run the utility only after you install BMC Remedy AR System.

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Stage 2: Install BMC Remedy AR System 

Step Action Additional information
Preinstallation procedures
1. Prepare your system to install the BMC Remedy AR System database and server The BMC Remedy Action Request (AR) System installer prompts you to enter information about the BMC Remedy AR System database, which the installer creates during the installation. This database contains the AR System server forms and field definitions and stores workflow data, structures, and permissions.
2. Prepare to install web services

If you select the AR System server option in the installer, it installs files and forms that enable the plug-in server to issue remote procedure calls (RPCs). You must perform the described tasks:

  • To use web services for integrations among the product and third-party applications
  • To ensure that web services are installed properly
3. Prepare to install the Email Engine Preinstallation instructions for Windows and Unix platforms.
4. Prepare to install BMC Remedy Developer Studio Preinstallation tips for BMC Remedy Developer Studio.
Perform the installation
1. Install BMC Remedy AR system server and clients When you start the installer, you can choose one or more features to install at the same time. Because certain applications depend on a specific set of features, you must run the installer multiple times to install all of the features in the solution. For example, you first install the AR System server on one computer, and then run the installer a second time to install the mid tier on a different computer.
2. Install BMC Remedy Encryption Security  

To use the following encryption products, you must install them on both the server and its clients:

  • BMC Remedy Encryption Performance Security 8.1 (Performance Security)
  • BMC Remedy Encryption Premium Security 8.1 (Premium Security)

Clients include BMC Remedy, third-party, and user-developed applications that use the BMC Remedy application programming interface (API).

3. Install the BMC Remedy AR System Help system  —
Postinstallation procedures
1. Review the BMC Remedy AR System postinstallation checks Starting with the BMC Remedy AR System 7.6.03 release, postinstallation checks were added. After the installation of BMC Remedy AR System and its components is complete, postinstallation checks are automatically run for the components that you have selected during the installation. Sample data is run as part of the postinstallation check, to verify that the component is installed and is working correctly.
2. Increase the default maximum memory growth on HP-UX Use the described procedure to increase the current default maximum memory growth potential of arserverd.
3. Set the Next-ID-Block-Size parameter value After installing or upgrading BMC Remedy AR System, set the Next-ID-Block-Size parameter value to 100 in the ar.cfg or ar.conf file on the AR System server.
4. Set the LD_LIBRARY_PATH variable Before running the driver for the AR System server on a UNIX system, add an entry to the library path environment variable (LD_LIBRARY_PATH). This variable is not set by default. The topic contains examples showing how to adjust the variable if you are using the Bourne shell.
5. Configure the environment variables for armonitor After you install BMC Remedy AR System, you might determine that certain environment variables should be set for your environment.
6. Configure Oracle cursor sharing setting
7. Perform Flashboards postinstallation procedures

This topic contains information about the following postinstallation procedures:

  • Installing and configuring Flashboards samples
  • Running Flashboards after existing a shell
8. Update configuration after changing from IPv4 to IPv6 If you have installed BMC Remedy AR System and BMC Atrium Core on a server with an IPv4 address and then changed it to an IPv6 address, you must complete the described tasks.
9. Perform the IPv6 postinstallation procedures BMC Remedy AR System supports IPv6 for version 8.1 and later releases only.
10. Enable LDAP plug-ins for SSL connections

To enable LDAP plug-ins for SSL connections in configured networks after a new installation, you must add an LDAP certificate to the certificate database for SSL communication.

11. Start and stop the BMC Remedy AR System server

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Stage 3: Install BMC Remedy Mid Tier 

Step Action Additional information
Preinstallation procedure
1. Prepare to install BMC Remedy Mid Tier

Perform the installation
1. Install BMC Remedy Mid Tier

Use the BMC Remedy AR System installer.

Recommendation: Do not install any other applications on the computer on which you have installed the BMC Remedy Mid Tier.

Postinstallation procedures
1. Verify that the Mid Tier is working

To verify that the mid tier is working, access the following URL:
http://<yourWebServer>:<optionalPortNumber>/arsys/shared/config/config.jsp
 

2. Verify that the JSP engine has the proper permissions If you are using the existing ServletExec, Apache Tomcat JSP engine, or JBOSS, make sure that the JS engine process owner has read, write, and execute permissions to the mid tier installation directory.
3. Edit proxy server and load balancer settings
4. Run Tomcat with IIS By default, the 64-bit version of Microsoft Internet Information Services (IIS) does not load the Apache Tomcat ISAPI filter, because the Tomcat filter is designed for 32-bit platforms. Complete the described procedure to run IIS with Tomcat on this platform.
5. Change the mid tier configuration password  Consider changing the mid tier configuration password after you complete the installation.
6. Start and stop the BMC Remedy Mid Tier

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Stage 4: Verify server group configuration 

Step Action Additional information
1. Verify that the primary server is configured

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Stage 5: Install BMC Atrium CMDB

Step Action Additional information
Preinstallation procedure
1. Perform the BMC Atrium Core preinstallation procedures The steps described in this topic will help you prepare your system to install the BMC Atrium Core features on the BMC Remedy AR System server.
Performing the installation
1. Install BMC Atrium CMDB When you start the installer, you can choose one or more features to install at the same time. Because certain applications depend on a specific set of features, you must run the installer multiple times to install all of the features in the solution.
2. Install additional language packs During the BMC Atrium Core installation, the English language pack is installed by default. You can choose to install more language packs after you install BMC Atrium Core.
3. Install BMC Atrium Core online help
Postinstallation procedure
1. Perform the BMC Atrium Core postinstallation procedures BMC recommends that you do a health check as an automated test of installed product features after installing, before installing, or when troubleshooting a feature that does not work. The BMC Atrium Core Maintenance Tool gives you access to the Health Check utility. The Health Check utility automatically detects installed components and validates whether they have been installed successfully.

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Stage 6: Install BMC Atrium Core Web Services components

Step Action Additional information
1. Install BMC Atrium Core Web Services components

Ensure that you install BMC Atrium Core Web Services components are follows:

  • Install BMC Atrium Core Web Services and BMC Atrium Core Web Registry on the same computer.
  • Install BMC Atrium CMDB on a computer other than the one on which BMC Atrium Core Web Services and the BMC Atrium Core Web Registry are installed.

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Stage 7: Install Atrium Integrator

Step Action Additional information
Performing the installation
1.

Install the Atrium Integrator You can use the Atrium Integrator server in a server group environment to distribute jobs across multiple Atrium Integrator Carte servers.
Postinstallation procedures
1. Configure remote Atrium Integrator server You can configure the Atrium Integrator server on a remote computer without the BMC Remedy AR System server on the same computer.
2. Verify Atrium Integrator installation

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Stage 8: Install BMC Configuration Drift Management 

Step Action Additional information
Preinstallation procedures
1. Review the BMC Configuration Drift Management installation prerequisites The Drift Management installer validates your system to verify that the minimum prerequisites are met. Before you install Drift Management, ensure that the installation prerequisites in this topic are met. The Drift Management installer performs a system check to ensure that you have enough resources to run the applications.
2. Review the compatibility matrix for BMC Configuration Drift Management Before you install Drift Management, review the compatibility matrix on the Customer Support website to ensure that your system is compatible with the applications you are installing.
3. Install patches for BMC Configuration Drift Management Ensure that you have the latest AR System, BMC Atrium CMDB, and BMC ITSM patches installed when they become available.
4. Perform the BMC Remedy AR System and BMC Atrium CMDB health check
5. Review the hardware requirements for BMC Configuration Drift Management
6. Backup BMC Remedy AR System before installing BMC Configuration Drift Management
7. Check for the missing DLL file (Windows 2003) In Windows 2003 environments, you see a error if the framedyn.dll file is not in the system directory.
8. Verify the amount of TEMP space needed by the installer The Drift Management installer needs a large amount of disk space at initialization (several times larger than the space required by the installed Drift Management application).
Performing the installation
1. Install BMC Configuration Drift Management You must run the installations from the server that is running BMC Remedy AR System and be logged on to that server with sufficient administrator privileges (or as nonroot for UNIX).
2. Install help for BMC Configuration Drift Management
Postinstallation procedure
1. Perform the BMC Configuration Drift Management postinstallation procedures You must install any patches that are available, and verify that you can access the console.

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Stage 9: Install BMC Remedy ITSM Applications 

Install BMC Remedy ITSM core

Step Action Additional information
Preinstallation procedure
1. Perform the BMC Remedy ITSM preinstallation procedures
Perform the installation
1. Install BMC Remedy ITSM

The BMC Remedy ITSM Suite installer enables you to deploy the following ITSM products in your IT environment:

  • BMC Service Desk — Includes BMC Incident Management and BMC Problem Management
  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management
2. Install the help for BMC Remedy ITSM
Postinstallation procedure
1. Perform the BMC Remedy ITSM postinstallation procedures.

You can use the Health Check tab that is part of the BMC Remedy AR System Maintenance Tool to run a postinstallation health check on your files. The health check validates whether or not your system is in a healthy state and reports on any parts of the product that are not working. 

Note: The installation procedure also runs the post-installation checks automatically on the selected components during installation and displays the status on the Installation Summary screen.

Install BMC Service Level Management

Step Action Additional information
Preinstallation procedure
1. Perform the BMC Service Level Management preinstallation procedures
Perform the installation
1. Install BMC Service Level Management Server

2. Install BMC Service Level Management Collector

The BMC Service Level Management installer enables you to deploy the BMC Service Level Management Collector in your IT environment. To use performance or SIM-based service targets, you must install the Collector.

3. Install BMC Service Level Management Collection Point The BMC Service Level Management installer enables you to deploy a Collection Point in your IT environment.
4. Install BMC Service Level Management help
Postinstallation procedure
1. Perform BMC Service Level Management postinstallation procedures

You can use the Health Check tab that is part of the BMC Remedy AR System Maintenance Tool to run a post-installation health check on your files. The health check validates whether or not your system is in a healthy state and reports on any parts of the product that are broken. 

Note: The installation procedure also runs post-installation checks automatically on the selected components during installation and displays the status on the Installation Summary screen.

Install BMC Service Request Management

Step Action Additional information
Preinstallation procedure
1. Perform the BMC Service Request Management preinstallation procedures
Perform the installation
1. Install BMC Service Request Management

2. Install BMC Service Request Management help
Postinstallation procedure
1. BMC Service Level Management postinstallation procedures

Install BMC Service Management Process Model

Step Action Additional information
1.

Install BMC Service Management Process Model

Install BMC Remedy ITSM Process Designer

Version 8.3.04

Step Action Additional information
Preinstallation procedure
1.
Prepare BMC Remedy ITSM Process Designer 8.3.04 for installation
Performing the installation
1. Install BMC Remedy ITSM Process Designer 8.3.04
Install BMC Remedy ITSM Process Designer 8.3.04 in a server group
Install BMC Remedy ITSM Process Designer 8.3.04 in silent mode
Postinstallation procedure
1. Create a Process Designer (ARID) user
2. Create a Private Queue for the ARID plug-in
3. Reconcile overlaid objects

Version 8.3.03

Step Action Additional information

Preinstallation procedure

1 Prepare Process Designer 8.3.03 for installation
Performing the installation
1. Install and run the Process Designer Integration and Configuration Tool (PDICT) Even if you cannot run PDICT, you must install this tool to gain access to the BMC Remedy ITSM Process Designer application and integration definition files required for a manual installation.
2. Reconcile overlaid objects after installing PDICT Perform this procedure only for installations in which PDICT detected overlays on one or more of the objects that it updated. 
3. Create a Process Designer Server (ARID) user The ARID user is referenced by the ARID plug-in, which performs all server-side task processing at run time. This user must have sufficient permissions for the actions defined in its process; for example, creating new requests, updating existing requests, obtaining values from existing requests, and so on.
4. Create a Private Queue for the ARID plug-in

In a production environment, assign the ARID plug-in its own private thread pool to avoid conflict with other users and processes when performing operations on the AR System server.

On development or other low-volume servers, this step is not required; the BMC Remedy ITSM Process Designer server will use the general thread pools. 

5. Install the BMC Remedy ITSM Process Designer server on Linux or UNIX For Linux and UNIX servers, installing the BMC Remedy ITSM Process Designer server is a manual process.
Install the BMC Remedy ITSM Process Designer server on Windows
Postinstallation procedure
1. Restart services and flush the mid tier cache

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Stage 10: Restart the primary server 

Step Action Additional information
1. Restart the primary server

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Stage 11: Complete the secondary server installations 

Step Action Additional information
1.

To perform the secondary server installations, repeat stages 1 through 9.

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Stage 12: Configure BMC Atrium Core Web Services with the secondary server 

Step Action Additional information
1.

Configure BMC Atrium Core Web Services with the secondary server (This topic is from the BMC Atrium Core documentation.)

Perform the tasks described in this section to optimize performance and to avoid any issues.

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Stage 13: Restart the secondary server 

Step Action Additional information
1. Restart the secondary server

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