This topic provides the following information:
Test case
End-user response times were captured for key actions in a test case that simulated a tenant with a workload of 200 concurrent users at 100 ms latency.
The following table lists key actions for which end-user response time was captured:
| Application | Actions |
|---|
| BMC Remedy with Smart IT | - Log in
- Open console
- View incident
- Add incident note
- Update incident to status Resolved
- View service request
- View customer profile
- Search problem summary suggestions
- Create service request
- Search asset
- View asset details
- Search knowledge article
- View change
- Update change status to Pending
- Create change task
- Search by work order filtering
- View work order details
- Add work order note
- Update work order to status Completed
- Search customer through Smart Recorder
- Create incident
- Search by change filtering
- Approve change
|
| BMC MyIT | - Log in
- Create a post
- View location map
- Create incident
|
Workload
For test cases that required a workload simulation, a mixed workload was added to the system to simulate a common workload scenario for Smart IT 1.2 customers. The mix consisted of workloads from the following products and features:
- Smart IT
- BMC MyIT
- BMC Remedy ITSM
- BMC Email Engine (from Smart IT, BMC MyIT, and BMC Remedy ITSM workloads)
- BMC Atrium CMDB batch jobs, Normalization Engine, and Reconciliation Engine
The nominal workload environment was defined by the distribution of concurrent users and transaction rates among the test scenarios. This workload was used as the baseline for consistent benchmarking of the performance and scalability of the BMC Remedy solutions over time.
The workload from BMC Atrium CMDB batch jobs was executed during a 1-hour simulation. The BMC Atrium CMDB batch jobs created configuration items (CIs) that were normalized, reconciled, and merged into a BMC.Asset dataset.
Nominal BMC Remedy Application workload distribution
The workload was split for Smart IT, BMC MyIT, and BMC Remedy ITSM applications. Roughly 95% of the user workload was for Smart IT and BMC MyIT; the remaining 5% was for BMC Remedy ITSM. Roughly 80% of the transaction workload was for Smart IT and BMC MyIT, and the remaining 20% was for BMC Remedy ITSM.
The following table describes the general transaction and user percentage breakdown by application type.
| Application | Transaction percentage | User percentage |
|---|
| Smart IT universal client | 35% | 49% |
| Smart IT mobile client | 23% | 22% |
| BMC MyIT universal client | 20% | 23% |
| BMC Remedy ITSM | 22% | 6% |
The workload was further split to distinguish from a universal client (a computer browser) and a mobile client (for example, a tablet). The details of this split are in the tables that follow.
The following table describes the workload split for Smart IT universal client:
Table
Workload split for Smart IT universal client
Smart IT universal client scenario | Percentage of total concurrent users | Transaction rate (per user per hour) |
|---|
Update Incident | 10% | 4 |
Update Work Order | 10% | 4 |
Create Service Request | 3% | 8 |
Update Task and Incident | 5% | 5 |
| Create Incident | 3% | 8 |
| Global Search for Asset and Knowledge Articles | 3% | 6 |
| Create Broadcast | 1% | 6 |
| Create Chat Conversation to Incident | 5% | 5 |
| Update Change and Create Task | 4% | 4 |
| Create Change | 3% | 4 |
| Create and Update Knowledge Article | 2% | 4 |
The following table describes the workload split for Smart IT mobile client:
Table
Workload split for Smart IT mobile client
Smart IT mobile client scenario | Percentage of total concurrent users | Transaction rate (per user per hour) |
|---|
Update Incident | 5% | 6 |
Update Work Order | 5% | 6 |
Update Task and Incident | 5% | 6 |
Create Incident | 1% | 16 |
| Global Search for Asset and Knowledge Articles | 2% | 6 |
| Approve Change | 2% | 6 |
| Update Change | 2% | 4 |
The following table describes the workload split for BMC MyIT universal client:
Table
Workload split for BMC MyIT universal client
BMC MyIT universal client scenario | Percentage of total concurrent users | Transaction rate (per user per hour) |
|---|
Create Service Request | 6% | 4 |
Create Post | 6% | 6 |
Search Globally | 3% | 6 |
| View Location | 3% | 4 |
| Update a Service | 1% | 6 |
| Create Incident | 4% | 6 |
The following table describes the workload split for BMC Remedy ITSM:
Table
Workload split for BMC Remedy ITSM
BMC Remedy ITSM scenarios | Percentage of total concurrent users | Transaction rate (per user per hour) |
|---|
Create Incident via Web Service | 1% | 51 |
Inbound Email Based Update of Incident | 1% | 36 |
Search Change by ID | 2% | 6 |
Change Approval | 1% | 6 |
Update Change to Closure | 1% | 11 |
The following tables list the projected number of executions after 1 hour for 100 users using Smart IT, BMC My IT, and BMC Remedy ITSM.
The following table describes the projected executions for Smart IT universal client:
Table
Smart IT universal client projected executions
Smart IT universal client scenario | Projected executions for 1000 total concurrent users for 5 tenants | Projected executions for 1500 total concurrent users for 5 tenants |
|---|
| Update Incident | 400 | 600 |
| Update Work Order | 400 | 600 |
| Create Service Request | 140 | 360 |
| Update Task and Incident | 150 | 375 |
| Create Incident | 140 | 360 |
| Global Search for Asset and Knowledge Articles | 180 | 270 |
| Create Broadcast | 60 | 90 |
| Create Chat Conversation to Incident | 150 | 375 |
| Update Change and Create Task | 150 | 240 |
| Create Change | 120 | 180 |
| Create and Update Knowledge Article | 80 | 120 |
The following table describes the projected executions for Smart IT mobile client:
Table
Smart IT mobile client projected executions
Smart IT mobile client scenario | Projected executions for 1000 total concurrent users for 5 tenants | Projected executions for 1500 total concurrent users for 5 tenants |
|---|
| Update Incident | 300 | 450 |
| Update Work Order | 300 | 450 |
| Update Task and Incident | 300 | 450 |
| Create Incident | 160 | 240 |
| Global Search for Asset and Knowledge Articles | 120 | 180 |
| Approve Change | 120 | 180 |
| Update Change | 80 | 120 |
The following table describes the projected executions for BMC MyIT universal client:
Table
BMC MyIT universal client projected executions
BMC MyIT universal client scenario | Projected executions for 1000 total concurrent users for 5 tenants | Projected executions for 1500 total concurrent users for 5 tenants |
|---|
| Create Service Request | 140 | 360 |
| Create Post | 260 | 540 |
| Search Globally | 140 | 270 |
| View Location | 120 | 180 |
| Update a Service | 120 | 90 |
| Create Incident | 300 | 360 |
The following table describes the projected executions for BMC Remedy ITSM:
Table
BMC Remedy ITSM projected executions
BMC Remedy ITSM scenario | Projected executions for 1000 total concurrent users for 5 tenants | Projected executions for 1500 total concurrent users for 5 tenants |
|---|
| Create Incident via Web Service | 510 | 765 |
| Inbound Email-Based Update of Incident | 360 | 540 |
| Search Change by ID | 120 | 180 |
| Change Approval | 60 | 90 |
| Update Change to Closure | 110 | 165 |
BMC Service Level Management and email notification workload distribution
Email notifications were sent in the following instances:
- When an incident or a service request was created
- When an incident, a work order, a task, or a knowledge article was updated
BMC Service Level Management targets were also triggered under similar conditions. The following table lists the number of email notifications generated and BMC Service Level Management targets matched for each created incident and service request, and for each updated incident, work order, and task. This workload was executed automatically on the BMC Remedy AR System server.
Table
Email notification and BMC Service Level Management executions
Scenario | Email count per entry | BMC Service Level Management target count per entry |
|---|
Create Incident from UC and Mobile | 2 to 6 | 1 |
Update Incident from UC and Mobile | 1 to 3 | 1 |
Create Service Request from UC and Mobile | 3 to 5 | 1 |
| Update Work Order from UC and Mobile | 4 | 1 |
| Update Task and Incident from UC and Mobile | 11 | 1 |
| Update Knowledge Article | 1 | 0 |
Create Change from Browser | 1 | 0 |
CI normalization and reconciliation workload distribution
During the 1-hour simulation, 7,500 CIs were generated, normalized, and reconciled every 10 minutes. 10% of the CIs were newly created, while the other 90% were updated.
Simulating the workload of 1000 concurrent users
In this test, the following workloads were used:
- Smart IT, BMC MyIT, and BMC Remedy ITSM
- 7,500 CIs for the Normalization Engine and Reconciliation Engine
The results are displayed in the following table. Actual entries were created during a 1000 concurrent-user load with 5 tenants.
Table
1000 concurrent-user load
Entry Type | Number of actual entries created or modified (during entire hour) |
|---|
| Incidents created | 1708 |
| Service Requests created | 694 |
| Changes created | 764 |
| Incidents modified | 1168 |
| Work Orders modified | 764 |
| Outbound emails | 26,042 |
| Inbound emails | 357 |
| CIs created | 3760 |
| CIs updated | 35,505 |
Data volume
The following table summarizes the foundation data and application data inserted into the BMC Remedy AR System database of one tenant prior to starting the tests:
Table
Data volume of BMC applications of one tenant
Application | Description | Number of entries |
|---|
BMC Service Request Management | Application Object Template (AOT) | 74 |
| Process Definition Template (PDT) | 90 |
Navigational Category | 500 |
Levels | 5 |
Service Request Definition (SRD) | 35 |
Entitlement Rules | 26 |
Matching Entitlement Rule per person | 10 |
SRD for create Service Request with 6 questions mapped to 2 incident fields | 1 |
SRD for create Service Request with 6 questions but no mapping | 1 |
Existing service requests for volume | 85,755 |
BMC Incident Management | Incidents | 96,994 |
BMC Change Management | Change Requests | 19,300 |
BMC Service Request Management - Work Orders | Work Orders | 13,865 |
BMC Problem Management | Problems | 10,000 |
BMC Atrium CMDB and Foundation | Companies | 25 |
| Site | 168 |
Org | 48 |
Support Groups | 36 |
Total End Users | 4,000 |
Total Support Users | 2,000 |
Support Functional Roles | 12,000 |
People Permission Groups | 32,006 |
CIs and Relationships (total) | 253,753 |
Business Service CIs | 185 |
Assignment Configuration | 182 |
Service Targets | 930 |
CIs attached to end user | 6,000 |
BMC Knowledge Management | Articles | 10,000 |
| External Small PDF Documents 120 KB | 10,000 |
External Large PDF Documents 1 MB | 1,000 |
The following table summarizes the MongoDB database for five tenants prior to starting the tests:
Table
Data volume of MongoDB for 5 tenants
Output | Type | Number of entries |
|---|
Activity | Task | 59,134 |
| | Incident | 208,018 |
Request | 209,232 |
Knowledge | 60,350 |
Work Order | 69,270 |
| Change | 96,548 |
User | | 32,106 |
Resource | | 517,107 |
Subactivity | Knowledge | 40 |
| | Task | 16 |
Incident | 890,156 |
Request | 162 |
User | 7 |
Asset | 125 |
Work Order | 8,054 |
| Change | 113,508 |
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