Installing - BMC Remedy ITSM Deployment 9.1

Installing

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. 

Related topics

Installing BMC MyIT or Smart IT  

Installing BMC Remedy Single Sign-On

Notes

  • If you want deploy any of the BMC Remedy shared services, you must deploy them after completing the installation. See, Deploying BMC Remedy shared services.
  • You must perform the integration of BMC Remedy ITSM Suite with any other BMC products, for example BMC Truesight Operations Management or Smart IT, after the installation of the entire BMC Remedy ITSM Suite.
  • Install BMC Remedy AR System 9.1 Patch 1 before installing BMC Remedy ITSM 9.1 Service Pack 1.


End-to-end steps for installation

Installation of BMC Remedy ITSM Suite comprises the following stages:

  Sequential list of all stages of the installation

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.

To save time between accessing EPD and running the installers, download all the required installers depending on your license entitlements and installation environment. For example, if you have licenses for the entire BMC Remedy ITSM suite, download all the BMC Remedy product installers from EPD to the machines on which you want to install various products and features.

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. Deactivate BMC Remedy Encryption Security Before you install any BMC product, you must deactivate
9. Review the known and corrected issues Known and corrected issues are organized separately for the platform and application components.

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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 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 9.0 (Performance Security)
  • BMC Remedy Encryption Premium Security 9.0 (Premium Security)

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

3. (Optional) Install the offline documentation for BMC Remedy AR System

You may need to install the offline documentation if you are bound by a firewall or do not have access to the internet.

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. 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.
3. 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.
4. 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.
5. Perform Flashboards postinstallation procedures

This topic contains information about the following postinstallation procedures:

  • Installing and configuring Flashboards samples
  • Running Flashboards after existing a shell
6. 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.
7. Perform the IPv6 postinstallation procedures BMC Remedy AR System supports IPv6 for version 8.1 and later releases only.
8. 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.

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.

10. Start and stop the BMC Remedy AR System server

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Stage 3: Install BMC Remedy Single Sign-On

Step Action Additional information
Preinstallation procedure
1. Preinstallation procedures for BMC Remedy SSO

Perform the installation
1. Installing BMC Remedy SSO

Use the BMC Remedy Single Sign-On installer.

Recommendation: Do not install any other applications on the computer on which you have installed the BMC Remedy Single Sign-On.

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Stage 4: 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 5: Install BMC Remedy Smart Reporting 

Step Action Additional information
Preinstallation procedure
1. Prepare to install BMC Remedy Smart Reporting

You must install BMC Remedy Smart Reporting on a separate computer for better performance.

To understand different deployment approaches, see Planning BMC Remedy Smart Reporting deployment.

Perform the installation
1. Install BMC Remedy Smart Reporting

You must use the BMC Remedy AR System installer to install BMC Remedy Smart Reporting.

Note: You must onboard BMC Remedy Smart Reporting only after BMC Remedy ITSM, BMC Service Request Management and BMC Service Level Management installation.

Postinstallation procedures
1. Perform postinstallation procedures for BMC Remedy Smart Reporting

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Stage 6: Verify server group configuration 

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

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Stage 7: 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 the offline documentation for BMC Atrium Core
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 8: 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 9: 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. Verify Atrium Integrator installation

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Stage 10: Install BMC Configuration Drift Management 

Step Action Additional information
1.

Installing BMC Configuration Drift Management

You need to install BMC Configuration Drift Management 8.1.01.

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Stage 11: 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

Installs BMC Service Desk (includes BMC Incident Management and BMC Problem Management), BMC Asset Management, BMC Change Management, and BMC Knowledge Management.You can use the BMC Remedy ITSM Suite installer to perform the installation by using any of the following options:

  • GUI for installing the complete suite in one go
  • Command line utility to install the suite in phases
  • Command line utility to install in silent mode
2. Install the offline documentation 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 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

View this quick video on installing Service Request Management.

https://youtu.be/QZ8xnB1KJQQ

2. Install the offline documentation for BMC Service Request Management
Postinstallation procedure
1. BMC Service Request Management postinstallation procedures

 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 offline documentation for BMC Service Level Management
Postinstallation procedure
1. Perform BMC Service Level Management post installation 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 Management Process Model

Step Action Additional information
1.

Install BMC Service Management Process Model

Install BMC Remedy ITSM Process Designer 

Step Action Additional information
Preinstallation procedure
1.
Prepare BMC Remedy ITSM Process Designer for installation
Performing the installation
1. Install BMC Remedy ITSM Process Designer For fresh installation, always install BMC Remedy ITSM Process Designer after you install BMC Remedy ITSM core, BMC Service Request Management and BMC Service Level Management.
Install BMC Remedy ITSM Process Designer in a server group
Install BMC Remedy ITSM Process Designer in silent mode
Postinstallation procedure
1. BMC Remedy ITSM Process Designer post installation procedures

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Stage 12: Restart the primary server 

Step Action Additional information
1. Restart the primary server

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Stage 13: Complete the secondary server installations 

Step Action Additional information
1.

To perform the secondary server installations, repeat the steps described in stages 1 through 11.

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Stage 14: 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 15: Restart the secondary server 

Step Action Additional information
1. Restart the secondary server

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Comments

  1. Colin Rolls

    almost all of the links on this page open in a separate dialog window which i find annoying, should it be like this?

    Feb 09, 2016 09:49
    1. Amol Redij

      Hi Colin,

      The links point to the topics in the other documentation spaces. Hence for ease of navigation, the links open in a new window so that the reader is not diverted away from the parent page.

      Thanks,

      Amol

      Feb 15, 2016 05:39
  2. Colin Rolls

    i don't mind them opening in a new window, but because it is a 'dialog' view you lose the browser back and forward buttons after you open them. I think they should all be 'Open In separate window' links like the Configure BMC Atrium Core Web Services with the secondary server  one with an arrow after them. otherwise I have to right click on each one and pick open in seperate window to avoid the 'dialog' view with no browser buttons.

    Feb 15, 2016 05:45
  3. Colin Rolls

    installing drift management link still pointing to 8.1 version rather than 9.1

    Feb 15, 2016 06:03
    1. Prachi Kalyani

      Hello Colin,

      I have updated the link.

      Thanks,

      Prachi

      Feb 15, 2016 06:37
  4. Colin Rolls

    shouldn't the title of this page be "Installing BMC Remedy IT Service Management in a server group"  , at the very least it should be tagged with 'Server Groups' as when searching ITSM 9.1 documentation for 'Server Group' nothing is returned while with ITSM 8.1 search results are returned.

    Mar 31, 2016 06:09
    1. Amit Durgapal

      Hello Colin,

      From version 8.1 onwards, installation of BMC Remedy AR System is treated as a server group installation by default. The following post on BMC communities explains why the server group installation is the default choice: https://communities.bmc.com/thread/92903?start=0&tstart=0 

      Hope that answers your question.

      Regards,

      Amit

       

      Apr 04, 2016 12:39
  5. Colin Rolls

    stage 6 -  'Verify Server Group Configuration' seems to be the same as the 8.1 install step 'Configure the first server to be server group member' , but in the 8.1 instructions this is done AFTER the ITSM install whilst in these instructions they are before even the CMDB install...is this in the wrong order??

    Mar 31, 2016 10:32
  6. Prashant Patil

    Complete the planning spreadsheet for an installation link is not working. Pls fix. Thanks.

    Nov 15, 2016 05:34
    1. Prachi Kalyani

      Hello Prashant,

      Here is the link to the topic: Completing installation spreadsheet.

      We are working on making some structural changes to the Installing topic which will also address the problem of incorrect link. We will publish the updated topic soon.

      We are sorry for the inconvenience.

      Thanks,

      Prachi

      Nov 16, 2016 12:24
  7. Tony Worthington

    Stage 3 links for RSSO are inaccessible:

    Page level restrictions have been applied to a parent of the current page. These restrictions limit access to certain users or groups and apply to all pages underneath the parent.

    Dec 13, 2016 07:27
    1. Prachi Kalyani

      Hello Tony,

      We are sorry for the inconvenience. I have fixed the links and updated the topic.

      Thanks,

      Prachi

      Dec 13, 2016 11:50
  8. Borislav Lozanov

    On the steps diagram there is a note "You can choose to install any of the BMC Remedy Shared service after you complete the installation."

    Do you mean that the shared components are BMC RSSO and Smart Reporting and can we install them after we install ITSM, SRM, SLM?

     

    Thanks,

    Boris

     

    Jul 04, 2017 04:07
  9. Kitso Madume

    I cannot export this page to PDF anymore has that feature been taken away ?

    Jul 11, 2017 05:06
    1. Priya Ayyar

      Hi Kitso,

      The Export to PDF option is now enabled. You should be able to generate a PDF now. Would you please try and let me know?

      Thanks,

      Priya

      Jul 14, 2017 07:42