Performance benchmarks

Performance benchmarks for BMC Virtual Chat 9.1 were performed as part of performance benchmark testing for BMC Remedy IT Service Management Suite (BMC Remedy ITSM)  9.1.

This topic covers the Remedy Virtual Chat 9.1 performance and scalability test results. 

Test Environment

The deployment architecture of BMC Remedy ITSM Suite Solution benchmark is shown in the figure below. The architecture depicts a scenario where mid tier, RSSO and Virtual Chat are deployed on the same system where Tomcat is installed.

Virtual Chat

BMC built a dedicated setup for Virtual Chat bench marking. The following table describes servers in this setup:

Server Number of ServerMachineOS
Remedy AR server 9.02VM with 2 vCPU 12 GB RAMCentOS 7.1
Remedy Mid Tier 9.01VM with 2 vCPU 12 GB RAMCentOS 7.1
Smart Reporting 9.01VM with 2 vCPU 12 GB RAMCentOS 7.1
Microsoft SQL server 20121Physical machine with 20 cores 512 GB RAMWindows 2012

 For the client-side computer that accesses Mid Tier, Virtual Chat and Smart IT, a duo core CPU with 4 GB RAM is recommended.

The following tables describes the BMC Mid Tier server configuration settings that were used.

Java virtual machine (JVM) settings

Settings

-XX:+UseConcMarkSweepGC

-XX:+UseParNewGC

-XX:MaxMetaspaceSize=256m

-Xms6144m

-Xmx6144m

-XX:NewRatio=2

Testing Scenarios

Virtual Chat server was assessed for the following scenarios:

  • Virtual Chat load only: With heavy workload of Virtual Chat executed on the server and the server is only handling load from Virtual Chat
  • Mixed workload: With a standard workload of Virtual Chat is executed on the server which also handles the additional workload  

BMC measured Virtual Chat server response time and throughput for the following scenarios:

ScenarioWorkload descriptionNumber of Messages/min
A (Virtual Chat load only)85 Support Agent Console (SAC) users with 1020 Self Service Portal (SSP) users were logged in and exchanging 10 messages each, a total of 20 messages per session. The Load on mid tier and AR-Server is only Virtual Chat Load.324 messages/min
B (mixed workload including Virtual Chat)20 SAC users with 160 SSP users were logged in and exchanging 10 messages each, a total of 20 messages per session. The mid tier and AR server also serviced 300 concurrent users of ITSM/SRM and Smart Reporting workload along with Virtual Chat.44 messages/min

Virtual Chat performance load test results summary

Workload DescriptionAverage % of CPU Utilization
Scenario

Total Chat

Sessions

Total

Messages

Messages/minMid tierAR
A102019461324<40% <45%
B160263544<65% <45%

 

Test Results

Scenario A

End user response times for key user actions 

A total of 1020 Virtual Chat session were initiated creating 1020 incident tickets. A total of 851 incidents were viewed at the completion of chat session. During this one hour execution a total of 19461 messages were exchanged at the rate of 324 messages/minute. 

Server CPU utilization

Chart that follows shows the percentages of CPU utilization on all servers during Users Test:

 

Scenario B

End user response times for key user actions

A total of 160 Virtual Chat session were initiated creating 160 incident tickets. A total of 80 incidents were viewed at the completion of chat session. During this one hour execution a total of 2635 messages were exchanged at the rate of 44 messages/minute. 

Server CPU utilization

Chart that follows shows the percentages of CPU utilization on all servers during Users Test:

Related topics

BMC Remedy ITSM Suite Solution Performance Benchmarks  

Methodology

Benchmark summary  

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