This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

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

Installing BMC Service Request Management

Recommendation

  •  Before you install the product, review and understand the entire installation process.
  • To avoid installation problems, consider installing only one version of BMC Service Request Management on your computer.

BMC Service Level Management installation comprises the following stages:

Stage 1: Prepare for the installation of BMC Service Request Management

Stage 2: Perform the pre-installation procedures for BMC Service Request Management

Stage 3: Install BMC Service Request Management

Stage 4: Perform the post-installation procedures for BMC Service Request Management

Also, see the Related topics.

Stage 1: Prepare for the installation of BMC Service Request Management

StepActionAdditional Information
1.Understand the installers you need to install different components in the BMC Remedy ITSM Suite

Understand the following:

  • Components in the BMC Remedy IT Service Management (ITSM) Suite
  • Installers you must run to install a specific component
  • Location of a specific component in the BMC Remedy ITSM Suite environment

Note: 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 BMC Remedy ITSM Suite components. The following topics are provided:

3.Download the installation files

When you view the latest version of a product on the Electronic Product Distribution (EPD) website, 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 BMC Remedy 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. See Activate the application licenses.

5.Prepare your database

Before you install, prepare your database as described in this section. Also, review the recommendation to avoid a decline in BMC Remedy Action Request (AR) System server performance. The following topics are provided:

6.Prepare the base platform

Before you install, you must prepare your base UNIX or Windows platform. The following topics are provided:

7.Perform the pre-upgrade checks and configuration checks

Use the BMC Remedy Configuration Check utility to perform the following types of checks:

  • Pre-install checks before you install any or all of the components of BMC Remedy ITSM Suite environment.
  • General configuration checks on your system before you install any component in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform checks for all the components you want to install before you proceed to the next stage.

8.Download and complete the planning spreadsheetBefore you start installing or upgrading the products, you must gather information about the parameters that the installer requires for each product. The planning spreadsheet provided in this section helps you gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.

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Stage 2: Perform the pre-installation procedures for BMC Service Request Management

Identity Request Management no longer supported

The Identity Request Management (IRM) module is no longer supported in versions 9.0 and later of BMC Service Request Management. However, IRM continues to be shipped for reference in version 9.0 of BMC Service Request Management.

For more information about the end of life of IRM, see Product announcements.

StepActionAdditional Information
1.Prepare an application for installationPerform the steps described in this topic before you install BMC Service Request Management.
2.Compress the adapter components for Identity Request Management

The AZ Compression utility is used for packaging the adapter components that Identity Request Management will use. This utility restricts and validates the folder structure that must be maintained to proceed with the compression.

Ensure that the folder structure described in this topic is observed, before running the AZ compression utility.

3.Import the sample data when installingBefore starting to install or upgrade BMC Service Request Management, set the BMC.Asset data set accessibility to "writable." This is required if you want to import the sample data during installation. If you do not do this, an error is generated when the BMC Service Request Management installer attempts to import the sample data.
4.Verify the RPC socket numberIdentity Request Management uses the RPC socket to communicate with the BMC Remedy AR System server. The default socket that is used by Identity Request Management is 390685. Before you run the installation wizard, you must verify that this socket is not in use by either the BMC Remedy AR System server or by any other application on the computer where the BMC Remedy AR System server is installed. If it is in use, you must reserve another socket. Verify the RPC socket in use.
5.Install Adobe Flash Player

You must install Adobe Flash Player on every client computer that accesses the application. Otherwise, errors can occur when viewing data visualization fields.

You can download Adobe Flash Player from the Adobe website.

6.Temporarily deactivate BMC Remedy Encryption SecurityIf you activated BMC Remedy Encryption Security on the BMC Remedy AR System server, you must deactivate it before you install a product. Installing a product on an encrypted BMC Remedy AR System server is not supported. After completing the installation, you can reactivate BMC Remedy Encryption Security.

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Stage 3: Install BMC Service Request Management

StepActionAdditional Information
1.

The BMC Service Request Management installer enables you to deploy BMC Service Request Management features in your IT environment. You can choose to perform the installation silently.

Note: You can choose either method to perform the installation.

2.Installing offline documentationBy default, if you click the Help button from any BMC Remedy IT Service Management product, the Home page of the online product documentation is launched.

You will need to install the offline documentation only if you are bound by a firewall or do not have access to internet. This topic helps you understand how to install the offline Help, such that the documentation is accessible to you within your intranet.

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Stage 4: Perform the post-installation procedures for BMC Service Request Management

StepActionAdditional Information
1.Run a BMC Service Request Management installation health checkUse the Health Check utility, which is part of the BMC Service Request Management Maintenance tool, to run a post-installation health check on your files. The health check reports on any parts of the product that are broken.
2.Configuring the CAI integration after upgrading from pre-8.0 versionIf you upgrade BMC Service Request Management from a pre-8.0 version, you must update the Server field in the CAI application registry form to use the @ symbol in place of a server name, so that integrations with BMC Remedy IT Service Management applications continue to work correctly.

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Related topics

To know about...Refer to...
Server group configurationVerifying server group configuration
Release notes and notices
Troubleshooting
Configuring

Configuring BMC Service Request Management in the BMC Service Request Management documentation.

Uninstalling

Uninstalling BMC Service Request Management

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