Installing BMC Remedy IT Service Management

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

This topic contains the following sections:

Running the installer multiple times

When you start the installer, you can choose one or more applications or features to upgrade at one time. Because certain applications depend on a specific set of features, you might need to run the installer multiple times to upgrade all of the applications in the ITSM solution. For example, you can:

• Install an initial product, and then run the installer a second time to install multiple components.
• Re-run the installer multiple times to install additional language packs.
• Re-run the installer to apply the multi-tenancy fixes.

  Note

  During installation, the Multi-tenancy Workflow Customization Information panel appears if you installed the 8.1 version of BMC Service Request Management.

Before you begin

• Apply the appropriate ITSM licenses to the AR System server before you start installation.
• Install Atrium Integrator Server before you start installation.
• If you are installing BMC Knowledge Management, license and install Full Text Search on the AR System server. The installer disables FTS indexing before the installation (if it is already enabled) and enables FTS indexing before the end of the installation.

To install BMC Remedy ITSM

1. Download the BMC Remedy ITSM Suite installer from EPD, or navigate to the installation directory on the DVD.
2. Unzip the installer.
3. Navigate to the Disk 1 folder.
4. Start the installer.
   • For Windows, run setup.cmd.
   • For UNIX, log in as root and run setup.sh.
     When installing the application on UNIX, BMC recommends performing the installation as a root user. However, you can perform the installation as a non-root user. If you choose to install the application as a non-root user, you must log on to the UNIX system under the same UNIX user ID that was used to install BMC Remedy AR System.

     Note

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5. In the lower right corner of the Welcome panel, click Next.
6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
7. In the BMC Remedy AR System User Inputs panel, perform the following actions:
   1. Verify that the administrator name and password are correct.
      Modify them as needed.
   2. Review the default installation directory.
      Navigate to the directory in which you want to install BMC Remedy ITSM Suite. The default locations are C:\Program Files\BMC Software\BMCRemedyITSMSuite (Windows) and /opt/bmc/BMCRemedyITSMSuite (UNIX or Linux).
   3. Click Next.
      The installer validates the system resources of your computer and displays a list of available features (such as BMC Remedy Asset Management, BMC Remedy Change Management, and so on).
8. Select one or more ITSM applications to install, and then click Next.
   The installer checks the AR System server for valid ITSM licenses. If you met all the conditions, the Multi-Tenancy Workflow Customization Information panel is displayed.
   
   
9. Review the following multi-tenancy options carefully.
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10. Click Next to continue with the installation.
    • If the utility encounters any errors, you must fix the underlying problems before you can manually run the multi-tenancy utility later.
    • If you do not see any errors, the multi-tenancy update is successful.
      For more information, see Update to the multi-tenancy model.
11. Enter the values from the planning spreadsheet for the applications that you want to install.
    The installer validates your input, and then the Installation Preview panel appears, listing the product and product features that will be installed. You are nearly finished with the ITSM installation.
12. Click Install.
    After post-installation cleanup, a summary of the installation appears.
13. Click View Log to review the SEVERE error messages or warnings in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
    C:\Users\<installUser>\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
14. Close the log when you finish.
15. Click Done to exit the ITSM installer.
16. Before you log on to the AR System server, flush the Mid Tier cache and your browser cache.