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TrueSight Infrastructure Management integrates with BMC Service Level Management (SLM) to provide a continuous process of defining, agreeing, monitoring, reporting, and reviewing the performance of IT services, ensuring that an adequate level of service is delivered in alignment with business needs and at acceptable cost.

For more information, see the BMC Service Level Management.

To integrate SLM with TrueSight Infrastructure Management

Performance data collected by the Infrastructure Management server is exposed in SLM to be utilized in Performance Based Service Targets. The metrics can come from Infrastructure Management server monitors that are packaged with the product as well as from adapters to other enterprise performance monitoring solutions. Probable cause analysis from Infrastructure Management is shown in SLM as a link so that an impacted SVT can be linked to the reason behind the impact.


Infrastructure Management supports only unidirectional integration with SLM.

To integrate SLM with the TrueSight Infrastructure Management, complete the following procedures:

  1. Configuring a Collection Point to work with the Infrastructure Management Server.
  2. Configuring a collection node in the BMC Remedy Action Request System

Configuring a Collection Point to work with the Infrastructure Management server

To use an Infrastructure Management Server with the BMC SLM Collector, you must use the Infrastructure Management API .jar files.

  1. Install a BMC SLM Collection Point that will communicate with the Infrastructure Management Server. 

    Best Practice

    The BMC SLM Collection Point must be located in the same subnet as the Infrastructure Management server.

  2. Stop the BMC SLM Collection Point, and save the following files located in the Collection Point lib directory:
    1. pw_server.jar
    2. pw_util.jar

    Copy the following files from the Infrastructure Management Server directory into the Collection Point lib directory:

    Jar name

    Infrastructure Management installation location







    jconn4.jar (for SAP SQL Anywhere users)


    ojdbc6.jar (for Oracle users)










  3. Start the Collection Point.


After the Infrastructure Management API .jar files are copied to the Collection Point, it cannot be used for earlier servers. Multiple SLM Collection Points may be used to support ProactiveNet 9.5 and earlier versions.

Configuring a collection node in the Remedy Action Request System

To evaluate performance monitoring service level targets, once you configure the collection point, you need to configure the collection node to integrate with the TrueSight Infrastructure Management.

  1. Logon to the computer where the Remedy IT Service Management is installed.
  2. Navigate to the Applications > Administrator Console > Application Administration Console
  3. Click the Custom Configuration tab.
  4. Navigate to Service Level Management > Configure Collector Module > Collection Nodes.
  5. Select the Collection Point that manages the collection of data from this node.
  6. Select BMC ProactiveNet Performance Manager as the node type from the list.
    The interface displays the fields that you must define to configure the plug-in.
  7. Enter the Name.
    The name should describe the Collection Node.
  8. Define the Frequency.
    The frequency defines how often the Collection Point calls for data from the Collection Nodes. One minute is the shortest interval for this setting, but consider performance when setting this frequency. The higher the frequency, the more resource intensive the collection process becomes. 
  9. Define the MissingDataLimit.
    The missing data limit is a time limit that determines when BMC SLM considers the data to be missing. After this period of time, the missing data rule is applied and the values cannot be used even if they subsequently become available. If this missing data limit is too long, it might result in a delay in triggering milestones. The default is 600 seconds or 10 minutes. For more information on missing data limits, see Missing data limits for Collection Nodes.
  10. In the PAN Server field, enter the name of the machine or server where ProactiveNet Performance Manager is running. 

    Infrastructure Management server operating in High Availability mode

    If the TrueSight Infrastructure Management is operating in high-availability mode, type the load balancer host details in this text field.

  11. In the rmi port field, enter the port number of the RMI Server.
  12. In the device filter field, enter the name of the device filter.
    The device filter field allows you to filter agents or devices by the device name. This allows more control over discovery and enables multiple Collection Points or Collection Nodes to be used to distribute the data collection. Leave blank to discover all PAN devices.
  13. Enter the password and confirm the password for ProactiveNet Database authentication.
  14. Click Add to add the Collection Node configuration to the Collector.
  15. The Discover Metrics button allows you to discover a set of available metrics from a Collection Node and it is initiated by users from the Collection Node configuration. The Discover Metrics button is enabled when you select the configured Collection Nodes.

To integrate BMC SLM with TrueSight Infrastructure Management when configured for high availability

Ensure that you perform the following set of actions before proceeding to integrate BMC SLM with TrueSight Infrastructure Management, if the Infrastructure Management server is operating in high availability mode:

  1. BMC SLM Collection Point must be located in the same subnet as the primary and secondary Infrastructure Management servers.
  2. BMC SLM Collection Point must be installed on a computer other than the computers where the primary and secondary Infrastructure Management servers are installed.
  3. If you are using Oracle database version 12c, using a text editor open the sql.ora configuration file located in the <Oracle database installation directory>\network\admin directory.
  4. Search for the instances of variables and set it to the values as shown in the following code block: 


  5. Save and close the sql.ora file.
Proceed to integrate BMC Service Level Management (SLM) with TrueSight Infrastructure Management.