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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Network information

For this discussion of LAN network connectivity, BMC makes the following assumptions:

  • There are (as a minimum) 100 Mbps network links between the clients and the edge switches.
  • There are (as a minimum) 100 Mbps network links between all the core switches.
  • Data centers use 1 Gbps network links between the core switches and the servers that they service.

Bandwidth requirements for WAN links within an organization are susceptible to many factors. Latency, contention, load, the services being consumed, and end-user load per interaction per service are just a few of the variables that influence performance and bandwidth requirements.

When BMC tested average throughput in Kilo Bytes per second divided by the number of concurrent users, during the test the number ranged from an average of ~3.5 Kbps to 4.2 Kbps. This does not include any other traffic on the network and does not include any traffic overhead that is always generated by a network. Ensure that you provide enough bandwidth buffering when calculating for your network environment.

The first three rows in the following table provide the maximum number of users supported for a given bandwidth (512 Kbps, T1, and Dual T1) without impacting response times significantly.

Notes

  • For the fourth row (T3), although 1,000 users were tested, this was specifically to ensure response time, and the last test left a significant amount of the network link unused.
  • The transaction response times are reported with varying bandwidth and latency.
  • The response times listed are captured from the Borland SilkPerformer product and do not include browser rendering time.

Concurrent users

Bandwidth

0 ms latency

50 ms latency

150 ms latency

300 ms latency

50 users

512 Kbps

< 2 sec

< 3 sec

< 4.5 sec

< 8 sec

250 users

T1

< 2 sec

< 3 sec

< 4 sec

< 8 sec

750users

Dual T1

< 2 sec

< 4 sec

< 5 sec

< 8 sec

1000 users +

T3

< 2.5 sec

< 2 sec

< 4.5 sec

< 8 sec

The following sections provide information about the tests performed by BMC:

Test environment

The following table describes the test environment.

Note

The response times listed in this document are captured from the Borland SilkPerformer product and do not include browser rendering time.

Hardware specifications

Tiers

Specifications

VM (Y/N)

Comments

BMC Remedy AR System mid tier (MT1, MT2)

2.3 GHz, 2 Cores, 8 GB RAM

Yes

Microsoft Windows Server 2008 Enterprise

BMC Remedy AR System server (AR1, AR2 configured in server group)

2.3 GHz, 4 Cores, 8 GB RAM

Yes

Microsoft Windows Server 2008 Enterprise

Database server

2 GHz, 32 Cores, 64 GB RAM

No

Microsoft SQL Server Standard

Note: This computer was shared by multiple BMC Remedy OnDemand instances and other applications.

Client computer

x86, 1861 MHz, 4 Cores, 8 GB RAM

No

Microsoft Windows 2003 R2 Enterprise Edition

Scenarios

The SoftPerfect Connection Emulator (SCE) software was installed and configured on the SilkPerformer computer to set the different latency and bandwidth for the following test cases. End-user response times were captured for key actions of BMC Remedy OnDemand in the following test cases:

  • Simulating 50 concurrent users' workload. Bandwidth was set to 512 Kbps with 0 ms, 50 ms, 150 ms, and 300 ms latency.
  • Simulating 250 concurrent users' workload. Bandwidth was set to T1 with 0 ms, 50 ms, 150 ms, and 300 ms latency.
  • Simulating 500 concurrent users' workload. Bandwidth was set to DualT1 with 0 ms, 50 ms, 150 ms, and 300 ms latency.
  • Simulating with 1,000 concurrent users' workload. Bandwidth was set to T3 with 0 ms, 50 ms, 150 ms, and 300 ms latency.
  • Simulating with 2,000 concurrent users' workload. Bandwidth was set to T3 with 0 ms latency.

BMC Remedy OnDemand defines a concurrent user as a user who executes a specified number of transactions per hour. BMC Remedy ITSM concurrent users logged on once and completed a specified number of transactions for a business case before logging off. These users were logged on for the duration of the simulation. In contrast, BMC Service Request Management concurrent users logged on, completed one business transaction, and then logged off. These users were not logged on to the system for the entire duration of the simulation. This simulates real-world user behavior for both BMC Remedy ITSM and BMC Service Request Management.

Workload

For scenarios that required a workload simulation, a mixed workload was added to the system to simulate a common workload scenario for BMC Remedy OnDemand customers. The mixed workload consisted of the following scenarios:

  • Workload from BMC Remedy ITSM applications users
  • Workload from BMC Service Request Management users
  • Workload from Email Engine as a result from BMC Remedy ITSM applications and BMC Service Request Management workloads
  • Workload from Service Level Management as a result from BMC Remedy ITSM applications and BMC Service Request Management workloads
  • Web Reports (ad hoc) creation

BMC defined a nominal workload for a typical BMC Remedy OnDemand (BMC Remedy ITSM and BMC Service Request Management) environment. The nominal workload was defined by the distributions of concurrent users and transaction rates among the test scenarios. This workload was used as the baseline for benchmarking the performance and scalability of the BMC Remedy solutions consistently over time.

The workload from BMC Service Level Management and Email Engine were based on the BMC Remedy ITSM and BMC Service Request Management workloads. BMC Service Level Management targets and milestones were triggered based on specific BMC Remedy ITSM applications terms and conditions. Emails were created based on BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management workloads.

Nominal BMC Remedy ITSM and BMC Service Request Management workload distribution

Total workload was split into 30 percent for BMC Remedy ITSM and 70 percent for BMC Service Request Management. For details, see the following tables:

Nominal workload distribution of BMC Remedy ITSM applications

BMC Remedy ITSM scenarios

Percentage of total concurrent users

Transaction rate (per user per hour)

Search Incident By ID

1.6%

10

Search Incident By Customer

1.6%

10

Create Incident No CI Redisplay Current

4.6%

3

Create Incident With CI Redisplay Current

4.6%

3

Modify Incident to Resolve

7%

6

Create Change with Service CI

1.6%

2

Search Change by ID

1.6%

3

Approve Change

1.6%

1

Create Ad Hoc Web Report and Run It

5.6%

2

Run Incident Count By Product Categorization Web Report

5.6%

2

Run Asset Print Web Report

5.6%

2

Nominal workload distribution of BMC Service Request Management

Scenarios

Percentage of total concurrent users

Transaction rate (per user per hour)

Add Activity Log

2%

6

View Services in Category

6.7%

7

Browse Sub Category

4.7%

7

Create Service Request w/ 6 questions
mapped to 2 fields

7.7%

6

Create Service Request w/ 6 questions no
mapping

7.7%

6

View Service Request

2%

6

View Quick Picks

11.7%

7

Search by Keyword

11.7%

6

Run Service Requests by Location Web Report

5.6%

2

The following table lists the projected number of executions after one hour for the nominal BMC Remedy ITSM and BMC Service Request Management workload with 50, 250, 750, 1,000, and 2,000 concurrent users:

Projected BMC Remedy ITSM data after one hour of simulation of nominal workload for 50, 250, 500, 1,000, and 2,000 concurrent users

Scenarios

Projected executions for 50 total concurrent users

Projected executions for 250 total concurrent users

Projected executions for 500 total concurrent users

Projected executions for 1000 total concurrent users

Projected executions for 2000 total concurrent users

Search Incident By ID

10

40

80

150

310

Search Incident By Customer

10

40

80

160

310

Create Incident No CI Redisplay Current

6

33

66

138

273

Create Incident With CI Redisplay Current

6

33

69

135

273

Modify Incident to Resolve

18

102

210

420

840

Create Change with Service CI

2

8

14

30

62

Search Change by ID

3

12

24

48

93

Approve Change

1

4

7

15

31

Create Ad Hoc Web Report and Run It

6

26

54

112

222

Run Incident Count By Product Categorization Web Report

6

28

54

110

222

Run Asset Print Web Report

6

28

56

112

222

Scenarios for BMC Service Request Management

Scenarios

Projected executions
for 50 total concurrent users

Projected executions
for 250 total concurrent users

Projected executions
for 500 total concurrent users

Projected executions
for 1000 total concurrent users

Projected executions
for 2000 total concurrent users

Add Activity Log

6

30

60

120

240

View Services in Category

21

119

231

462

931

Browse Sub Category

14

84

168

329

651

Create Service Request w/ 6 questions

24

114

228

456

918

Create Service Request w/ 6 questions no mapping

24

114

234

462

918

View Service Request

6

30

60

120

240

View Quick Picks

35

203

406

812

1631

Search by Keyword

36

180

360

702

1398

Run Service Requests by Location Web Report

6

28

56

112

224

BMC Service Level Management and Email Engine workload distribution

Email notifications are sent when an incident is created or modified, when a service request is created, and when a service level milestone is not met. BMC Service Level Management targets are also triggered on the same conditions. The following table lists the number of emails generated and BMC Service Level Management targets matched for each incident creation, incident modification, and service request creation. This workload is done automatically in the AR System server.

Email Engine and BMC Service Level Management executions

Scenario

Email count per entry

BMC Service Level Management target count per entry

Create Incident

1 – 2

2

Modify Incident

2 – 3

1

Create Service Request

1

1

Actual entries created during 50, 250, 500, 1,000, and 2,000 concurrent users' workload

Type of entry

50 users workload with
Bandwidth:512Kbps
Latency:0 ms

250 users workload with
Bandwidth:T1
Latency:0 ms

750 users workload with
Bandwidth:Dual T1
Latency:0 ms

1,000 users workload with
Bandwidth:T3
Latency:0 ms

2,000 users workload with
Bandwidth:T3
Latency:0 ms

Incidents by support

12

71

186

235

481

Incidents by SR

47

232

641

849

1,700

SR

47

232

641

849

1,700

Email from BMC SLM

244

774

2,250

2,834

4,200

Email from Create Incidents Notification

54

182

506

635

1,366

Email from Modify Incidents Notification

97

343

967

1,249

2,595

Changes Created

2

9

24

25

52

Web Reports (Ad hoc) Created

4

26

83

110

208

Transaction response times

To obtain the complete report, including the overall transaction response times for different scenarios, click here to view a PDF file.

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