This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Installation process overview

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The following table outlines the general installation process.

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Review the compatibility matrix.

The compatibility information listed in the product documentation is subject to change. See the compatibility matrix at for the latest, most complete information about what is officially supported.


[Review the known issues and workarounds].

For updated installation prerequisites, including BMC Remedy AR System server and application patches, see the comprehensive list of open issues for the ITSM suite at [Known issues and workarounds].


Review the BMC Remedy AR System, and BMC Atrium CMDB requirements.

If you are installing or upgrading BMC Remedy AR System, or BMC Atrium CMDB, read the information about their system requirements carefully (for example, prerequisites for your underlying database) before you start installing the product.

In previous versions of BMC IT Service Management, BMC Service Request Management, and BMC Knowledge Management,  the application extended attributes to the Atrium Common Data Model (CDM) during the installation process. These attributes comprised Required, Optional and Display-Only fields, and had significant impact on the CMDB and reconciliation processes. In version 8.1, these attributes have been removed from the CMDB, and reside in Asset Inventory which is part of the Foundation module, allowing for more flexibility and control over the user interface.

The Asset Inventory Installation (ASI) is loaded as part of the BMC Remedy IT Service Management, BMC Service Request Management, and Knowledge Management applications. If any of these applications are upgraded, this new structure will be installed and any existing data moved into it. New installations will have this structure by default. For more information, see Changes to the BMC Atrium CMDB for BMC Remedy ITSM. For upgrades, see Migrating Asset Lifecycle data from CMDB.


(Upgrades only) Back up your form and user interface customizations.

Back up your overlay objects before continuing with the installation.

If you have not previously preserved your customizations through overlays, use the BMC Remedy Best Practice Conversion utility. For more information, see Customizing BMC Remedy ITSM applications using overlays and [ars81:Creating overlays with the Best Practice Conversion Utility].

Note: This operation applies only to an upgrade installation.


If it is not already installed, install:

  • BMC Remedy Action Request System Server (installs BMC Remedy Approval Server and BMC Remedy Assignment Engine)
  • BMC Atrium CMDB (includes BMC Product Catalog) 
  • BMC Atrium Integrator (required in order to install BMC Asset Management)

BMC Remedy AR System full text search improves search performance when searching database fields. It must be licensed and installed before you install any BMC Remedy ITSM applications. For more information, see [Configuring Full Text Search (FTS)].
Note: Check the install logs for each of these products and do not attempt to proceed if errors are reported. Back up after each install. Then, if errors occur during the installation of subsequent products you will only need to roll back to the back up of the last successfully installed product.If you are installing BMC Asset Management, you will need to first install BMC Atrium Integrator.

For more information, see:


Activate the application licenses.

License the BMC Remedy ITSM applications before you install them.

Note: While a license key is only downloaded for the BMC Action Request System Server, licenses that do not have a key still have to be selected and saved for the applications.


Back up the BMC Remedy AR System database.

This enables you to restore BMC Remedy AR System to its pre-installation state if you encounter problems.

Note: The product workflow is installed in overwrite mode.


(Upgrades only) Install patch 009 for BMC Remedy ITSM 7.0.03

You can directly upgrade to Remedy ITSM 8.1.00 from Remedy ITSM 7.0.03 patch 009 or later version. If you are using an earlier version, you can:

  • Perform a fresh install of BMC Remedy ITSM 8.1.00 and migrate the data.
  • Or first upgrade to Remedy ITSM 7.0.03 patch 009 and then upgrade to 8.1.00.


Install the product and product patches.

See Installing the BMC Remedy ITSM Suite.

Note: The product patches include the full BMC Remedy ITSM installation. Check for patches before you install BMC Remedy ITSM by going to the BMC Electronic Product Distribution (EPD) website at: must have a support contract to download patches.


(Upgrades only) Perform post-upgrade application updates.

If you are upgrading from an earlier version of BMC RemedyITSM, make sure you read the information provided in Configuring after upgrade.


Install help.

See Installing the BMC Remedy ITSM Suite.


Perform post-installation activities.

See Configuring after installation.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.