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Technical White Paper
Performance and Scalability of
7.6.04 SP1 BMC Remedy IT Service
Management Suite, BMC Service Request
Management, BMC Knowledge
Management, and BMC Atrium
on Windows Benchmarking conducted at Dell Solution Center, Austin,Texas
March 2012
ii
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iv
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Contents Executive summary ................................................................................................... 1
Methodology and result summary ......................................................................... 2
Environment .............................................................................................................. 3
Test scenarios ............................................................................................................ 6
Nominal application workload .............................................................................. 7
Online tests and results .......................................................................................... 9
Online stand-alone tests and results .................................................................... 18
BMC Atrium CMDB batch processing tests and results ..................................... 22
Mixed workload test and result ........................................................................... 30
Performance tuning and recommendations ............................................................. 36
Mid tier settings ................................................................................................... 36
F5 load balancer settings ..................................................................................... 37
BMC Remedy AR System server settings........................................................... 41
DB server settings ............................................................................................... 45
NE batch job settings ........................................................................................... 46
RE batch job settings ........................................................................................... 46
BMC Atrium Discovery and Dependency Mapping settings .............................. 47
Hardware and network ........................................................................................ 47
Appendix A: BMC Remedy IT Service Management, BMC Service Request
Management, and BMC Knowledge Management foundation data and application
data .......................................................................................................................... 49
Data setup ............................................................................................................ 50
Data loading usage .............................................................................................. 51
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions ..... 52
BMC Service Request Management test scripts - user scenarios ........................ 64
Appendix C: Product version numbers ................................................................... 68
Appendix D: Product details used at Dell Solution Center ..................................... 69
White paper
Performance and Scalability of
7.6.04 SP1 BMC Remedy IT Service
Management Suite, BMC Service Request
Management, BMC Knowledge
Management, and BMC Atrium
on Windows
Executive summary
As businesses continue to grow using BMC Remedy IT Service Management
applications, it becomes increasingly critical to provide information about the expected
performance for these applications. BMC Software and Dell conducted a series of
enterprise scale tests to demonstrate scalability and performance of BMC Remedy IT
Service Management Suite (BMC Remedy ITSM Suite), BMC Service Request
Management, BMC Knowledge Management, and BMC Atrium Configuration
Management Database (BMC Atrium CMDB) applications on Dell PowerEdge servers.
These tests were conducted at Dell Solution Center in Austin, Texas, in December, 2011.
This white paper provides the following information to assist customers in achieving
peak performance and scalability:
- Quantitative test results, as a baseline
- Guidelines for hardware sizing
- System configuration recommendations
The testing involved executing online workload (BMC Remedy ITSM Suite, BMC
Service Request Management, BMC Knowledge Management) and batch processes
(BMC Atrium CMDB) individually and together.
Realistic user scenarios and workloads derived from customer cases were used for the
tests. The results demonstrate that by using Dell PowerEdge systems and BMC
applications on Windows, organizations can gain a standards-based solution that can
lower total cost of ownership (TCO) with better performance, and lower energy costs that
help to deliver more value throughout the company.
Executive summary
2
Methodology and result summary
A series of tests were conducted for both online and batch workloads to characterize the
performance and scalability of applications in the BMC Remedy IT Service Management
Suite. MicroFocus’s Silk Performer was used as the load driver to simulate concurrent
users. It submits transactions for each concurrent user based on industry standard
transaction rates for each business process. A three thousand concurrent user test was
performed by doubling and tripling the transaction rate to demonstrate the scalability of
the application. A multi-thread Java application developed internally by BMC generated
the BMC Atrium CMDB on-boarding load.
A concurrent user is a user who executes a specified number of transactions per hour. To
find the specified number of transactions per hour for a concurrent user for each business
use case, see Table 3 and Table 4.
In BMC Remedy ITSM Suite, concurrent users log on once and complete a specified
number of transactions for a business case before logging off. The users are logged on for
the duration of the simulation. BMC Service Request Management’s concurrent users log
on, complete one business transaction and then log off. BMC Service Request
Management users are, therefore, not logged on to the system for the entire duration of
the simulation. The concurrent user test simulates real-world user behavior for users of
both BMC Remedy ITSM Suite and BMC Service Request Management.
HTTP Watch measured browser response times from the client PC. Measurements were
taken after the expected user load was attained through Silk Performer and the
environment reached a steady state.
The test results show the following points:
In the three thousand concurrent users mixed (online and batch) workload, 93
percent of the end-user response times was under 5 s (seconds).
Environment
An 8-core, 16-GB single BMC Remedy Mid Tier server can handle up to 3000
concurrent users, using much less CPU, compared to the BMC Remedy AR System
server for the same workload.
An 8-core, 16-GB single BMC Remedy AR System server can handle up to 3000
concurrent users. Part of the scalability test simulated a transaction load of almost
9,000 users on three BMC Remedy AR System servers.
The BMC Knowledge Management application is CPU intensive. Part of the CPU
is consumed to index the data coming in. BMC Knowledge Management searches
also consume CPU depending on the volume of transaction data, knowledge
articles, and external documents. When BMC Knowledge Management is added to
the online user load, the BMC Remedy AR System server CPU utilization almost
doubles.
Consider having a separate AR Integration Server on which to offload BMC
Atrium CMDB workload. It minimizes the impact on the online users. On-
boarding, normalization, and reconciliation throughput remain roughly unchanged
between two and five million CIs and relationships. The reconciliation
identification throughput remains the same as well, while the reconciliation merge
throughput decreases linearly for five million CIs and relationships compared with
a two million test run.
All tests show memory consumption to be consistent. Mid tier process memory
consumes about 2.5 GB, BMC Remedy AR System server process memory
consumes 2.5 to 3 GB, and the database process memory consumes about 6 GB.
For configuration settings, see Appendix C: Product version numbers
Environment
This section describes the benchmark environment and architecture.
A dedicated integration server was used in this benchmark to gain optimum performance
for BMC Atrium applications, including BMC Atrium Discovery and Dependency
Mapping 8.3 and BMC Atrium CMDB normalization and reconciliation jobs.
Table 1 describes the benchmark environment at Dell Solution Center, and Figure 1
illustrates the benchmark architecture.
Table 1. Benchmark environment at Dell Solution Center
Tiers Servers Specification per
server
Notes
BMC Remedy 2 Dell PowerEdge M610
(2) x Intel Xeon X5650 Windows Server 2008 R2
Environment
4
Tiers Servers Specification per
server
Notes
Mid Tier Quad Core @ 2.67 GHz,
a total of 8 core CPU, 8
GB RAM
Enterprise 64-bit, Java
1.6.0_25 64-bit, Tomcat 6
BMC Remedy
Action Request
(AR) System
server
3 Dell PowerEdge M610
(2) x Intel Xeon X5650
Quad Core @ 2.67 GHz,
a total of 8 core CPU, 16
GB RAM
Windows Server 2008 R2
Enterprise 64-bit, servers
configured in a BMC Remedy
AR System server group. One
AR System server was used
as an integration server
BMC Atrium
Discovery and
Dependency
Mapping server
1 Virtual Machine 4
VCPU Intel Xeon
X5650 @ 2.67GHz, 8
GB RAM
Linux 64-bit
Database server 1 Dell PowerEdge M910
(4) x Intel Xeon L7555
Quad Core @ 1.86 GHz,
a total of 32 core CPU,
128 GB RAM
Dell Equalogic PS6510E
model 70-0300 SATA; 2
storages attached using RAID
10
Load balancer 1 F5. BIG IP 3600 Local
Traffic Manager (LTM)
v10.3
Balances AR System servers
and mid-tier servers
Windows client
computers
2 Virtual Machine, 2
VCPU Intel Xeon
X5650 @ 2.67GHz, 12
GB RAM
Silk Performer Agents
SilkPerformer
2010 R2
Controller
1 Virtual Machine, 2
VCPU Intel Xeon
X5650 @ 2.6 Ghz, 2 GB
RAM
Environment
Figure 1: Benchmark architecture
IP Grouping into single subnet
Web/BMC Remedy Mid-Tier Server
Application Server Tier (BMC Remedy AR Server Group)
Database Tier
Client Tier – Load Balanced(Simulated)
7.6.04 SP1 Benchmark on Dell Windows/SQL Server 2008
Storage Area Network
SAN
2 BMC Remedy Mid-tiers
2 BMC Remedy AR Servers(as a server group)
HTTPS (Port: 443)
Silk PerformerDriver
Silk PerformerAgent
Silk PerformerAgent
OS: Windows Server 2008 R2
CPU: 2 cores
RAM: 12 GB
HD: 64 GB
OS: Windows Server
2008 R2
CPU: 8 cores
RAM: 8 GB
HD: 200 GB
LoadBalancer
LoadBalancer
RPC
OS: Windows
Server 2008 R2
CPU: 8 cores
RAM: 16 GB
HD: 255 GB
Integration Tier (BMC Remedy AR Server
Group)
OS: Windows Server 2008 R2
CPU: 32 cores
RAM: 128 GB
HD: 19TB external storage
DB: SQL Server 2008 64 bit
BMC Remedy AR ServerDB
Storage: Dell Equalogic. 2 storages attached using RAID 10
BMC Atrium Discovery and Dependency Mapping Appliance (VM)
OS: ESX Server
CPU: 4 cores
RAM: 8 GB
HD: 500 GB
OS: Windows
Server 2008 R2
CPU: 8 cores
RAM: 16 GB
HD: 64 GB
RPC
SAN
Test scenarios
6
All three BMC Remedy AR System servers were configured in a server group and
configured to the F5 load balancer. Two BMC Remedy Mid Tier instances were
configured to the F5 web load balancer. The load balancing scheme for this AR Server
group is round-robin without TCP-sticky. Two BMC Remedy Mid Tier (Mid Tier server)
instances were configured to the F5 web load balancer. The load balancing scheme for
these two web application instances is round-robin with HTTP session affinity via custom
cookie insert. The BMC Remedy AR System instance installed on the integration server
had all applications—that is, BMC Remedy IT Service Management Suite, BMC Service
Request Management, and BMC Knowledge Management —installed in addition to the
core functionalities of BMC Atrium CMDB.
Test scenarios
The following test scenarios were used for characterizing the performance and scalability
on Windows and Microsoft SQL Server environments:
Online (combined): BMC Remedy IT Service Management, BMC Service Request
Management, and BMC Knowledge Management with a single mid-tier server and a
varying number of BMC Remedy AR System servers in a load balanced environment
Online stand-alone (single application): Stand-alone BMC Remedy IT Service
Management, Stand-alone BMC Service Request Management, BMC Remedy IT
Service Management with BMC Knowledge Management. In all three tests, a single
mid-tier server and a single BMC Remedy AR System server were used.
BMC Atrium CMDB batch processing (excluding online): Stand-alone BMC
Atrium CMDB, BMC Atrium Discovery, and Dependency Mapping. An AR
integration server was used
Mixed (online and batch): Combined testing of online and batch workloads
included BMC Remedy IT Service Management, BMC Service Request
Management, BMC Knowledge Management, and BMC Atrium CMDB continuous
mode jobs and used two mid-tier servers, two BMC Remedy AR System servers, and
one BMC Remedy AR integration server in a load balanced environment
The activities of the BMC Remedy IT Service Management, BMC Service Request
Management, BMC Knowledge Management, and BMC Atrium CMDB test scenarios
are described in the following sections. Appendix A provides detailed information about
how the test environment was prepopulated.
The benchmarking response times do not include the more variable client-side
components of response times that a typical end user observes. To quantify the end-to-
end user response times, results of client browser timings for the three thousand user
mixed-load test is presented.
Test scenarios
Table 2 summarizes the load tests that were conducted:
Table 2. Test case load summarized
Load Online Online
stand-alone
BMC Atrium
CMDB batch
Mixed
2000 Users X X
2500 Users X
3000 Users X X
3000 Users x (2 times the
transaction workload) X
3000 Users x (3 times the
transaction workload) X
100K CIs + relationships
(new/updated, normalized,
reconciled)
X
250K CIs + relationships
(new) X
2M CIs + relationships
(new, normalized,
reconciled)
X
5M CIs + relationships
(new, normalized,
reconciled)
X
Nominal application workload
Because testing all possible workload combinations is not practical, BMC defined a
nominal workload to represent a typical workload of large customer bases for Remedy IT
Service Management, BMC Service Request Management, and BMC Knowledge
Management. The nominal workload can be used as a baseline for benchmarking
performance and scalability of BMC Remedy solutions consistently over time.
A nominal workload is defined by the distributions of concurrent users and transaction
rates among the test scenarios being considered. The workload type was the
SilkPerformer queuing model. Load tests were executed for over an hour to simulate a
real-life customer environment.
The workload spread among the Remedy IT Service Management, BMC Service Request
Management, and BMC Knowledge Management was split into 40 percent, 50 percent
and 10 percent of the total workload respectively, to simulate customer environments as
shown in Table 3. This nominal workload was used in the online and mixed applications
tests. The online stand-alone tests were special cases in which the percentage of users
depended on the applications used.
Test scenarios
8
Table 3. Nominal workload for BMC IT Service Management, BMC Service
Request Management, and BMC Knowledge Management solution test
BMC Remedy ITSM Suite and
BMC Knowledge Management
test scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Search Incident By ID 1% 10
Search Incident By Customer 1% 10
Create Incidents with Service CI
Related with New Request After
Submit 4% 4
Create Incidents with Service CI
Related with Modify Request After
Submit 4% 4
Modify Incident to Resolve 7% 6
Create Change with Service CI and
Task 1% 2
Search Change by ID 1% 3
Change Approval 1% 1
Knowledge Base Search and View
Small Documents 2% 25
Knowledge Base Search and View
Large Documents 2% 25
Knowledge Base Search and View
Articles 2% 25
Knowledge Base Search and View
Incidents 2% 25
Knowledge Base Search and View
Problems 2% 25
Create Ad Hoc Web Report 6% 2
Run Incident Count By Product
Categorization Web Report 7% 1
Run Asset Print Web Report 7% 1
Table 4 summarizes the nominal workload for BMC Service Request
Management solution test.
Table 4. Nominal workload for the BMC Service Request Management
BMC Service Request
Management test scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Add Activity Log 2% 6
View services in category 6% 7
Browse sub-category 4% 7
Create service request with six
questions mapped to two fields
7% 6
Create service request with six
questions and no mapping
7% 6
View popular services 11% 7
Search by keyword 11% 6
Test scenarios
View service request 2% 6
Table 5 summarizes the projected data for BMC Remedy ITSM Suite.
Table 5. Projected data after 1 hour of simulation of nominal workload for 3000
users
Entry type Projected numbers for nominal
workload
Incidents created 960
Incidents modified 1260
Changes created 60
Service requests created 2520
Web reports created 360
Online tests and results
This section describes the outcome of the online tests.
Scalability
These online test cases show the scalability of the products with respect to the hardware.
Initially, a single mid-tier and single BMC Remedy AR System server were used to find
the maximum workload the systems could handle with a varying number of users. Then,
additional BMC Remedy AR System servers were added to the server group and load
balanced to help execute larger workloads.
To simulate a high load environment, the Silk Performer scenario scripts were configured
with a higher transaction pacing (three times in this case) than the nominal workload
while keeping the number of users constant.
Tests to assess the scalability of BMC IT Service Management, BMC Service Request
Management, and BMC Knowledge Management consist of the parameters listed in
Table 6 and Table 7:
Table 6. Scalability tests using single mid-tier and single BMC Remedy AR
System server performed for BMC IT Service Management, BMC Service
Request Management, and BMC Knowledge Management workload
Number of users Transaction workload
2000 Nominal
2500 Nominal
3000 Nominal
Test scenarios
10
Table 7. Scalability tests using single mid-tier and two or three BMC Remedy AR
System servers performed for BMC IT Service Management, BMC Service
Request Management, and BMC Knowledge Management workload
Number of users Transaction workload Equivalent workload
3000 Nominal 3000 users
3000 2 x Nominal 6000 users
3000 3 x Nominal 9000 users
Online test results
The average response time for each user scenario represents the response times averaged
over all the actions, listed in Appendix B, for each user scenario with a test period of one
hour.
In all tests, most response times were less than three seconds, even with triple the
nominal workload transaction rate. The Incident Run Counts by Product Report response
was greater than others because of the incident volume at over 500,000 entries. Resource
utilization for all mid-tier, AR, and DB servers stayed within the threshold limits.
To quantify the end-to-end user response times, results of client browser timings for the
3000 user mixed-load test are presented in a later section.
Charts 1 - 3 show how BMC IT Service Management, BMC Service Request
Management, and BMC Knowledge Management will respond to 2000, 2500, and 3000
concurrent users under the nominal workload using a single mid-tier and BMC Remedy
AR System server. The charts present the data organized by application.
Test scenarios
Chart 1. Comparison for nominal workload with varying users for BMC IT
Service Management use cases in a single mid-tier and single BMC Remedy AR
System server setup
Chart 2. Response time comparison for nominal workload with varying users for
BMC Service Request Management use cases in a single mid-tier and single
BMC Remedy AR System server setup
Test scenarios
12
Chart 3. Response time comparison for nominal workload with varying users for
BMC Knowledge Management use cases in a single mid-tier and single BMC
Remedy AR System server setup
Charts 4 -6 show how Remedy IT Service Management, BMC Service Request
Management, and BMC Knowledge Management respond to 3000 concurrent users,
2x3000 concurrent users under the nominal workload, and 3x3000 concurrent users
under the nominal workload, using a single mid-tier and multiple BMC Remedy AR
System servers in a server group and a load-balanced environment. For the 3000-and
2x3000 -concurrent-user, nominal workloads, two BMC Remedy AR System servers
were used. For the 3x3000-concurrent-user nominal workload, three BMC Remedy AR
System servers were used. The charts present the data organized by application.
Test scenarios
Chart 4. Response time comparison for workload with varying users for BMC IT
Service Management use cases in a single mid-tier server and multiple BMC
Remedy AR System servers setup
Chart 5. Response time comparison for workload with varying users for BMC
Service Request Management use cases in a single mid-tier server and multiple
BMC Remedy AR System servers setup
Test scenarios
14
Chart 6. Response time comparison for workload with varying users for BMC
Knowledge Management use cases in a single mid-tier server and multiple BMC
Remedy AR System servers setup
Table 8 and Table 9 summarize the transaction data created in the system for the online
scalability test simulations for an hour under varying workloads.
Table 8. Transaction data created for varying workload runs in a single mid-tier
and single BMC Remedy AR System server environment
Entry type
2000 user
workload
2500 user
workload 3,000 user workload
Incidents created 622 765 889
Emails sent 10,862 15,894 21,063
Changes created 21 18 30
Service requests
created 1,639 2,046 2,445
Web reports created 224 296 302
Table 9. Transaction data created for all runs in a single mid-tier server and
multiple BMC Remedy AR System servers environment
Entry type 3000 user
workload
6,000 user
workload 9,000 user workload
Incidents created 885 1,820 2,802
Emails sent 19,485 27,743 30,263
Changes created 27 63 89
Test scenarios
Entry type 3000 user
workload
6,000 user
workload 9,000 user workload
Service requests created 2,449 4,926 7,447
Web reports created 299 589 933
System resource utilization for online tests
This section describes the average system resource utilization for scalability test runs
supporting the high scalability of Remedy IT Service Management, BMC Service
Request Management, and BMC Knowledge Management with varying workloads.
Chart 7 and Chart 8 compare the scalability test runs for nominal workloads using a
single mid-tier and single BMC Remedy AR System server.
Chart 7. CPU utilization comparison for mid-tier server, BMC Remedy AR System
server, and DB server tiers for all nominal runs in a single mid-tier and single
BMC Remedy AR System server setup
Test scenarios
16
Chart 8. Memory utilization comparison for mid-tier server, AR System server,
and DB server tiers for all Nominal runs in a single mid-tier and single BMC
Remedy AR System server setup
Chart 9 and Chart 10 compare the scalability test runs for nominal workloads, and for
double and triple the nominal workloads using a single mid-tier and multiple AR servers
in a server-group and load-balanced environment. The 3x3000 nominal workload test
was the only test that required a third AR server.
Test scenarios
Chart 9. CPU utilization comparison for mid-tier server, AR System server, and
DB server tiers for nominal time and double and triple the nominal time in a
single mid-tier and multiple BMC Remedy AR System servers environment
Test scenarios
18
Chart 10. Memory utilization comparison for mid-tier server, BMC Remedy AR
System server, and DB server tiers for nominal run time, and double and triple
the nominal run time in a single mid-tier server and multiple BMC Remedy AR
System servers setup
Online stand-alone tests and results
These application stand-alone tests reveal the impact of each application to the system.
All Remedy IT Service Management, BMC Service Request Management, and BMC
Knowledge Management stand-alone load tests were conducted with a fixed 2000-
concurrent-users, fixed transaction pacing workload, and using a single mid tier and a
single BMC Remedy AR System server. The only variations were the combination of
applications to be run together or stand-alone and the user distribution for each scenario.
BMC Remedy IT Service Management stand-alone workload
Table 10 describes the BMC Remedy IT Service Management workload in this stand-
alone test scenario.
Table 10. Workload for stand-alone BMC Remedy IT Service Management
BMC Remedy IT Service
Management test scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Search incident by ID 7% 10
Search incident by customer 7% 10
Test scenarios
BMC Remedy IT Service
Management test scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Create incident with CI no action 12% 4
Create incident with CI redisplay
current 12% 4
Modify incident to resolve 15% 6
Create change with service CI and
task 6% 2
Search change by ID 7% 3
Change approval 4% 1
Create ad hoc Web report 10% 2
Run incident count by product
categorization Web report 10% 1
Run Asset Print Web report 10% 1
BMC Service Request Management stand-alone workload
Table 11 describes the BMC Service Request Management workload in this stand-alone
test.
Table 11. Workload for stand-alone BMC Service Request Management
BMC Service Request
Management test scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Add Activity Log 5% 6
View Services in Category 14% 7
Browse Sub Category 10% 7
Create Service Request w/ 6
questions mapped to 2 fields
15% 6
Create Service Request w/ 6
questions no mapping
15% 6
View Quick Picks 18% 7
Search by Keyword 18% 6
View Service Request 5% 6
BMC Remedy IT Service Management and BMC Knowledge
Management stand-alone workload
Table 12 describes the workload for both BMC IT Service Management and BMC
Knowledge Management that were run together in this stand-alone test.
Table 12. Workload for stand-alone BMC Remedy IT Service Management and
BMC Knowledge Management
BMC Remedy IT Service
Management and BMC
Knowledge Management test
scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Search incident by ID 4% 10
Test scenarios
20
BMC Remedy IT Service
Management and BMC
Knowledge Management test
scenario
Percentage of
virtual users
Transaction rate
(per hour per
user)
Search incident by customer 4% 10
Create incident with CI no action 10% 4
Create incident with CI redisplay
current 10% 4
Modify incident to resolve 13% 6
Create change with service CI and
task 4% 2
Search change by ID 4% 3
Change approval 2% 1
Knowledge Base search and view
small documents 5% 25
Knowledge Base search and view
large documents 5% 25
Knowledge Base search and view
articles 5% 25
Knowledge Base search and view
incidents 5% 25
Knowledge Base search and view
problems 5% 25
Create ad hoc Web report 8% 2
Run incident count by product
categorization Web report 8% 1
Run Asset Print Web report 8% 1
Online stand-alone test results
BMC Remedy IT Service Management stand-alone application and Service Request
Management stand-alone application can support 2000 concurrent users comfortably. The
addition of BMC Knowledge Management almost doubles the BMC Remedy AR System
server CPU utilization. The individual application tests show all response times to be
within an acceptable range.
Test scenarios
Chart 11 and Chart 12 compare the CPU and memory utilization data from the stand-
alone tests.
Chart 11. CPU utilization comparison for mid-tier server, AR System server, and
DB server tiers for stand-alone tests
Test scenarios
22
Chart 12. Memory utilization comparison for mid-tier server, AR System server,
and DB server tiers for stand-alone tests
BMC Atrium CMDB batch processing tests and results
The BMC Atrium 7.6.04 SP 1 scalability test consisted of BMC Atrium CMDB batch
jobs to show the performance of creating, normalizing, and reconciling two million and
five million CI and relationships. It also showed the performance of BMC Atrium
Discovery and Dependency Mapping (ADDM) to discover and map approximately
250,000 CIs and relationships.
BMC Atrium CMDB batch jobs
Test cases conducted to assess performance of the BMC Atrium CMDB batch
functionalities are as follows:
Load CI (regular mode)
Normalization (NE) batch mode
Reconciliation (RE) batch mode
Load CI regular mode and result
Loading a CI in regular mode creates one instance at a time. A multi-threaded Java
application developed internally by BMC was used to generate the load. An instance of
this application was executed locally in the BMC Remedy AR System integration server.
Test scenarios
Table 13 describes the data model that was created by this tool. The computer system is
the root of the tree, and all other CIs that were connected to the computer system through
a relationship are also shown.
Table 13. Class relationship distribution for creating CI batch tests
Class Relationship
Number of
CIs
BMC_ComputerSystem BMC_Dependency 1
BMC_Product BMC_HostedSystemComponents 77
BMC_Monitor BMC_HostedSystemComponents 1
BMC_IPEndpoint BMC_HostedAccess Point 1
BMC_OperatingSystem BMC_HostedSystemComponents 1
BMC_Person BMC_Dependency 1
BMC_Printer BMC_Dependency 1
BMC_Processor BMC_HostedSystemComponents 1
BMC_DiskDrive BMC_HostedSystemComponents 4
BMC_Card BMC_HostedSystemComponents 1
BMC_BIOSElement BMC_HostedSystemComponents 1
BMC_NetworkPort BMC_HostedSystemComponents 1
A total of 91 class instances and 91 relationship instances were used per iteration. Each
instance generator had 55 threads. A total of 4,977,500 instances were created for the
five million CIs and relationships, of which 27,500 were computer-system CIs.
Each class instance was populated with over 17 attributes including the following BMC
Remedy Asset attributes and several other class-specific attributes:
Name
Serial Number
Short Description
Owner Name
Owner Contact
Dataset Id
Reconciliation Identity
Category
Type
Item
Model
Manufacturer Name
Description
Version Number
Company
Department
Site
IsVirtual
The following tests were conducted to measure CI loading performance:
Load regular CI for 1 million CIs (a total of two million CIs and relationships)
Test scenarios
24
Load regular CI for 2.5 million CIs (a total of five million CIs and relationships)
Chart 13 and Chart 14 show the throughput and resource usage during CI loading. BMC
Remedy AR System server memory usage averaged 16 percent of the total memory and
the database memory usage averaged 5 percent of the total memory.
Chart 13. Throughput for loading CIs
Chart 14. Resource utilization for loading CIs
Test scenarios
NE batch mode and results
The batch normalization mode normalized two million and five million instances that
were generated by the initial bulk load of CIs. The batch mode was used to show a typical
large customer environment going live in production.
Table 14 summarizes the class distribution used in normalization tests.
Table 14. Class distribution used for NE batch job
ClassName
# of
instances Level Relationship
BMC_ComputerSystem 1 1 BMC_Dependency
BMC_Product 77 2 BMC_HostedSystemComponents
BMC_Monitor 1 2 BMC_HostedSystemComponents
BMC_IPEndpoint 1 2 BMC_HostedAccessPoints
BMC_OperatingSystem 1 2 BMC_HostedSystemComponents
BMC_Person 1 2 BMC_Dependency
BMC_Printer 1 2 BMC_Dependency
BMC_Processor 1 2 BMC_HostedSystemComponents
BMC_DiskDrive 4 2 BMC_HostedSystemComponents
BMC_Card 1 2 BMC_HostedSystemComponents
BMC_BIOSElement 1 2 BMC_HostedSystemComponents
BMC_NetworkPort 1 2 BMC_HostedSystemComponents
The following attributes were populated for each product:
Name
Serial Number
Short Description
Owner Name
Owner Contact
Dataset Id
Reconciliation Identity
Company
Category
Type
Item
Model
Manufacturer Name
Description
Version Number
Company
Department
Site
IsVirtual
Patch Number
Token Id
Test scenarios
26
Chart 15 and Chart 16 show the normalization throughput and resource utilization. BMC
Remedy AR System server memory usage averaged 16 percent of the total memory and
the database memory usage averaged 5 percent of the total memory.
Chart 15. Throughput for normalization
Chart 16. Resource utilization for normalization
RE batch mode and results
A standard reconciliation job was set up for this test case. The following two most
common reconciliation activities were tested:
Test scenarios
Identifying class instances that represent the same entity in two or more datasets
Merging class instances from one dataset (such as Discovery) to another dataset (by
default, the production BMC.ASSET dataset)
All the identification and merge settings use standard rules. These standard rules work
with all classes in the Common Data Model (CDM) and BMC extensions. They identify
each class, using attributes that typically have unique values, and they merge based on
rules of precedence set for BMC datasets.
The standard reconciliation job was configured in a noncontinuous mode to identify and
merge 5 million CIs and relationships.
All CIs were created with reconciliation identity set to 0, indicating that these newly
created CIs had not yet been identified. The distribution of the CIs across classes used to
create data for RE batch jobs is summarized in Table 15.
Table 15. Class distribution used for RE batch job
ClassName
Number
of
instances Level Relationship
BMC_ComputerSystem 1 1 BMC_Dependency
BMC_Product 77 2
BMC_HostedSystemComponents
BMC_Monitor 1 2
BMC_HostedSystemComponents
BMC_IPEndpoint 1 2 BMC_HostedAccessPoints
BMC_OperatingSystem 1 2
BMC_HostedSystemComponents
BMC_Person 1 2 BMC_Dependency
BMC_Printer 1 2 BMC_Dependency
BMC_Processor 1 2
BMC_HostedSystemComponents
BMC_DiskDrive 4 2
BMC_HostedSystemComponents
BMC_Card 1 2
BMC_HostedSystemComponents
BMC_BIOSElement 1 2
BMC_HostedSystemComponents
BMC_NetworkPort 1 2
BMC_HostedSystemComponents
Chart 17 and Chart 18 show the reconciliation throughput and resource utilization. BMC
Remedy AR System server memory usage averaged 15% of the total memory and the
database memory usage averaged 5% of the total memory.
Test scenarios
28
Chart 17. Throughput for reconciliation
Chart 18. Resource utilization for reconciliation
BMC Atrium Discovery and Dependency Mapping tests and
results
The BMC Atrium Discovery and Dependency Mapping 8.3 performance tests were
conducted to show the discovery performance for approximately 5,707 servers that
translated to about 250,000 CIs and relationships. The BMC Atrium Discovery and
Dependency Mapping appliance was hosted on a virtual machine (VM) using Linux.
Test scenarios
Two methods of syncing were used. A full sync represents a first-time production roll-out
scenario while a delta sync represents checking for new servers in the environment. A
full sync and delta sync were conducted to measure the throughput, which is summarized
in Chart 19.
Chart 19. Throughput for BMC Atrium Discovery and Dependency Mapping full
and delta syncs
Chart 20 summarizes CPU resource utilization for BMC Atrium Discovery and
Dependency Mapping.
Test scenarios
30
Chart 20. CPU resource utilization for BMC Atrium Discovery and Dependency
Mapping
Mixed workload test and result
In a mixed workload, a typical ―day in the life‖ scenario was run. Remedy IT Service
Management, BMC Service Request Management, BMC Knowledge Management, and
BMC Atrium CMDB were run simultaneously for a period of an hour. The workload
consisted of 3000 online users using the nominal workload, creating 10,000 new CIs and
relationships, and updating 90,000 existing CIs and relationships, with normalization and
reconciliation running in continuous mode.
Running normalization and reconciliation processes in continuous mode provided near
real-time reconciliation of configuration items. In this mode, the reconciliation and
normalization engines run continuously to reconcile and normalize CIs in small batches
based on either time interval or record count configuration settings. CIs and relationships
are reconciled into the BMC.Asset dataset which has approximately 5 million CIs and
relationships. The source dataset, BMC.Dell, also has approximately 5 million CIs and
relationships.
The BMC Atrium CMDB tests for creating and updating CIs and relationships were
executed on the BMC Remedy AR System server hosted in the dedicated integration
server. This was done to simulate a typical large customer base in which both BMC
Remedy IT Service Management and BMC Atrium CMDB components are deployed in
production and hosted on separate nodes for better scalability and reliability. All BMC
Remedy AR System servers were participating in a server group environment where the
integration server was the primary server for all CMDB related activities.
Test scenarios
Mixed workload test results
All mixed mode runs resulted in minimal impact on the Remedy IT Service Management,
BMC Service Request Management, and BMC Knowledge Management load tests, while
BMC Atrium CMDB tests were simultaneously creating, updating, normalizing, and
reconciling CIs into the system.
Charts 21 – 23 show the response times for this mixed-mode test. The charts present the
data by application.
Chart 21. BMC Remedy IT Service Management response time 3000 users
nominal mixed workload
Test scenarios
32
Chart 22. BMC Service Request Managment response time 3000 users nominal
mixed workload
Test scenarios
Chart 23. BMC Knowledge Management response time 3000 users nominal
mixed workload
Chart 24 and Chart 25 show the percentage of memory usage that each process consumes
over the total system memory. Other AR processes take minimal usage, so only the
BMC Remedy AR System server is presented here.
Test scenarios
34
Chart 24. CPU consumption for 3000 users mixed mode
Chart 25. Memory consumption for 3000 users mixed mode
All transaction data created and/or modified in the system for the mixed mode test runs is
summarized in Table 16.
Test scenarios
Table 16. Transactions created during 3000 users mixed workload
Entry type 3000 user mixed
workload
Incidents created 881
Emails sent 20,647
Changes created 31
Service requests created 2,426
Web Reports created 324
CI+ relationship created, normalized,
reconciled 10,018
CI updated, normalized, reconciled 89,988
To help establish a performance baseline for the BMC applications deployed in the Dell
Solution Center environment, a few Remedy IT Service Management, BMC Service
Request Management, and BMC Knowledge Management use cases were tested manually
to record the response times, using the HTTP Watch tool. The HTTP Watch tool gives
close to end-user response time and is more accurate than using the stopwatch method.
Chart 26 summarizes the manual end-user response times.
Chart 26. Manual end-user response times over LAN connection for 3000 Users
mixed mode workload
TCP ping network latency was 0 milliseconds. HTTP ping latency was 10 milliseconds.
Performance tuning and recommendations
36
Performance tuning and recommendations
Tuning parameters were set in different tiers to achieve this highly scalable
architecture in the benchmarking environment.
Mid tier settings
Tables 17 – 19 summarize the configuration settings used for all mid tier server instances.
Table 17. Mid tier server settings
Parameter Settings
arsystem.cache_update_interval= 86400
arsystem.pooling_max_connections_per_server= 1500
arsystem.ehcache.overflowToDisk= TRUE
arsystem.ehcache.diskPersistent= TRUE
arsystem.ehcache.overflowToDiskTemp= FALSE
arsystem.formhtmljs_expiry_interval= 86400
arsystem.resource_expiry_interval= 86400
arsystem.log_level= Severe
arsystem.log_category= INTERNAL
arsystem.ehcache.maxElementsInMemory 30,000
arsystem.ehcache.referenceMaxElementsInMemory 1800
Mid-tier Life cycle mgmt & Connection Life span
option
Enabled. The Life cycle
management & Connection
Life span set to 15 minutes
Table 18. Tomcat server settings
Parameter Settings
acceptCount= 500
connectionTimeout= 60,000
maxSpareThreads= 100
maxThreads= 3,000
minSpareThreads= 50
Performance tuning and recommendations
Table 19. JVM settings
Parameter Settings
-Dcatalina.base= D:\BMCPrereqs\Apache\Tomcat
-Dcatalina.home= D:\BMCPrereqs\Apache\Tomcat
-Djava.endorsed.dirs= D:\BMCPrereqs\Apache\Tomcat\endorsed
-Djava.io.tmpdir= D:\BMCPrereqs\Apache\Tomcat\temp
-Djava.util.logging.manager= org.apache.juli.ClassLoaderLogManager
-Djava.util.logging.config.file=
D:\BMCPrereqs\Apache\Tomcat\conf\loggin
g.properties
-XX:+UseCompressedOops
-XX:+UseConcMarkSweepGC
-XX:ErrorFile=
D:\BMCPrereqs\Apache\Tomcat\logs\hs_err_
pid<pid>.log
-XX:PermSize= 256m
-Djava.library.path= D:\BMCPrereqs\Apache\Tomcat\shared\lib
-
XX:+HeapDumpOnOutOfMemoryErro
r
-Dcom.sun.management.jmxremote
-
Dcom.sun.management.jmxremote.port
= 8086
-
Dcom.sun.management.jmxremote.ssl= FALSE
-
Dcom.sun.management.jmxremote.auth
enticate= FALSE
-XX:+UseParNewGC
JVM min heap size 2000 MB
JVM max heap size 2500 MB
F5 load balancer settings
Table 20 summarizes the configuration settings used for load balancing.
Table 20. F5 Load Balancer settings
Parameter Settings
BIG-IP code version deployed v10.2.3
Sticky bit on Mid-tier Virtual server List Enabled
Sticky bit on AR Virtual server List Disabled
TCP Idle Timeout(AR Virtual Servers) 7260 seconds
TCP Idle Timeout(Mid-tier Virtual Servers) 7260 seconds
Performance tuning and recommendations
38
Parameter Settings
OneConnect profile(server-side TCP multi-plexing)
HTTPS virtual servers Enabled
iRule that does a LB::detach for every new
HTTP_REQUEST Added
Two new SNAT pools, each with 4 IP addresses (8
total additional addresses). One SNAT Pool goes to
the HTTP virtual servers and the other goes to the
RPC virtual server. Added
F5 BIG-IP modifications for BMC Remedy
1. Create iRule to handle the load balance detach function:
a) Navigate to Local Traffic – iRules – iRule List
b) Click Create and define the iRule as shown in the following screenshot:
c) Click Finished.
2. Create a OneConnect profile:
a. Navigate to Local Traffic – Profiles – Other – OneConnect.
b. Click Create and define the profile as show in the following screenshot:
Performance tuning and recommendations
3. Create a SNAT Pool for additional TCP port capacity:
a) Navigate to Local Traffic – SNATs – SNAT Pool
b) Click Create and create the SNAT Pool as shown in the following screenshot:
Performance tuning and recommendations
40
4. Modify the BMC Virtual Server.
a) Add the new Profile and SNAT Pool:
i. Navigate to Local Traffic – Virtual Servers – Virtual Server List
ii. Click the BMC Virtual Server and configure as shown in the following
screenshot:
5. Add the new iRule as shown in the following screenshots:
Select BMC
OneConnect
Profile
Select BMC
SNAT
Pool Click
Update
Performance tuning and recommendations
BMC Remedy AR System server settings
Table 21 summarizes the configuration settings used for BMC Remedy AR System
server instances.
Table 21. BMC Remedy AR System server settings
Parameter Settings
Delay-Recache-Time: 300
Max-Entries-Per-Query: 2000
Next-ID-Block-Size: 100
Server-Side-Table-Chunk-Size: 1000
Allow-Unqual-Queries: F
Cache-Mode: 0
Debug-mode: 0
Submitter-Mode: 1
Authentication-Chaining-Mode: 0
Click
Resources
Click Manage
Select BMC
iRule
Click
Finished
Performance tuning and recommendations
42
Parameter Settings
Server-Plugin-Default-Timeout: 300
External-Authentication-Return-Data-
Capabilities: 31
Private-RPC-Socket: 390601 2 2
Private-RPC-Socket: 390603 6 6
Private-RPC-Socket: (Fast thread) 390620 40 40
Private-RPC-Socket: 390626 6 16
Private-RPC-Socket: (List thread) 390635 24 24
Plugin-ARDBC-Threads: 8 24
Plugin-AREA-Threads: 8 24
Plugin-Filter-API-Threads: 8 24
FTS threshold set to 10,000
Tables 22 – 25 summarize the plug-in settings for BMC Remedy AR System server
instances.
Table 22. BMC Remedy AR system Plugin settings
Parameter Settings
numCoreThreads 30
numSelectorThreads 5
maxThreads 30
Table 23. AR FTS Plugin settings
Parameter Settings
numCoreThreads 24
numSelectorThreads 2
maxThreads 24
Table 24. AR CMDB Plugin settings
Parameter Settings
numCoreThreads 5
numSelectorThreads 2
maxThreads 5
Performance tuning and recommendations
Table 25. AR NE Plugin settings
Parameter Settings
numCoreThreads 5
numSelectorThreads 2
maxThreads 5
Additional performance settings applied
BMC has found these additional performance improvements.
Improve BMC Remedy AR system plug-in and BMC Remedy IT
Service Management Overview Console performance
This fix, which is part of 7.6.04 SP2, provides multiple threads for the BMC Remedy AR
plug-in. It is recommended that you upgrade to 7.6.04 SP2. For a hotfix for 7.6.04 SP1,
contact BMC Customer Support.
Improve performance of BMC Remedy IT Service Management and
BMC Service Request Management
Indexes to HPD:Help Desk and SRM:AppInstanceFlow forms were modified as follows to
improve performance.
Help Desk
On the HPD:Help Desk form, modified the existing index I955_1000000427_1 to make it
a composite index:
FIELD NAME
COLUMN
POSITION FIELD ID
Owner Group ID 1 1000000427
Assigned Group ID 2 1000000079
Status 3 7
LookupKeyword 4 230000009
Company 5 1000000001
On the HPD:Help Desk form, modified the existing index T2075.I2075_4_1 to make it a
composite index:
FIELD NAME
COLUMN
POSITION FIELD ID
Assignee Login ID 1 4
Performance tuning and recommendations
44
FIELD NAME
COLUMN
POSITION FIELD ID
Status 2 7
LookUpKeyword 3 230000009
Owner Login ID 4 1000000716
SRM Application Instance Flow
On the SRM:AppInstanceFlow form, modified the existing index:
FIELD NAME
COLUMN
POSITION FIELD ID
PredInstanceID 1 301373900
EntryID 2 1
SuccInstanceID 3 301373800
Database Stats
Updated SQL database table stats by executing the following in SQL.
Use ARSYSTEM
go
EXEC sp_updatestats
Go
BMC Remedy AR System Message Catalog
Created a new composite index.
FIELD NAME
COLUMN
POSITION FIELD ID
Message Identifier 1 8
Locale 2 152
Message Type 3 150
Status 4 7
Improve CMDB performance
On the BMC:CORE:BMC_BaseElement form, created a composite index:
FIELD ID
COLUMN
POSITION FIELD NAME
530010100 1 TokenID
400127400 2 DatasetID
Performance tuning and recommendations
Improve Server Group distribution performance
The assignment engine operation was set to primary on the second BMC Remedy AR
System server, separating it from the full text index as shown in Table 26:
Table 26. BMC Remedy AR System server group rankings
Operations
Operations Ranking
BMC
Remedy
AR
System
server1
BMC
Remedy
AR
System
server2
Integration
server
Administration 2 1 3
Approval Server 2 1 3
Archive 2 1 3
Assignment Engine 2 1 3
Atrium Integration Engine 3 2 1
Business Rules Engine 2 1 3
CMDB 3 2 1
DSO 1 2 3
E-mail Engine 2 1 3
Escalation 1 2 3
Flashboards 2 1 3
Full Text Index 1 2 3
Reconciliation Engine 3 2 1
SLM Collector 2 1 3
DB server settings
Table 27 shows the configuration settings used for the SQL Server 2008 database server:
Table 27. DB server settings
Parameter Settings
ALLOW_SNAPSHOT_ISOLATION on
READ_COMMITTED_SNAPSHOT on
PARAMETERIZATION forced
Performance tuning and recommendations
46
NE batch job settings
Table 28 shows the configuration settings used for BMC Atrium CMDB normalization
batch jobs:
Table 28. Recommended settings for CMDB normalization batch job
Parameter Value
Chunk Size 50
Number of Threads (Batch) 15
Continuous Job No
RE batch job settings
Table 29 shows the configuration settings used for BMC Atrium CMDB reconciliation
batch jobs:
Table 29. Recommended settings for CMDB reconciliation batch job
Parameter Value
Definition Check Interval (Seconds) 300
Polling Interval (Seconds) 300
Continuous Job No
Qualification Set None
Performance tuning and recommendations
BMC Atrium Discovery and Dependency Mapping settings
Table 30 shows the configuration settings used for BMC Atrium Discovery and
Dependency Mapping server instances:
Table 30. Recommended settings for BMC Atrium Discovery and Dependency
Mapping
Parameter Value
ADDM Sync Thread Number 6
AR Fast Thread min/max 40
AR List Thread min/max 24
Hardware and network
Each system was connected to a 1-GB switch network. Table 31 shows the
detailed hardware specifications for each server and storage subsystem used for
the benchmark:
Table 31. Hardware Configurations
Server System information Comments
Integration server – Dell
PowerEdge M610
16 GB RAM
(2)xIntel Xeon X5650 Quad
Core @ 2.67 GHz, a total
of 8 core CPU
Dell EqualLogic storage attached
using RAID 10 to host BMC
Atrium CMDB database using
SQL Server
Database server – Dell
PowerEdge M910
128 GB RAM
(4)xIntel Xeon L7555 Quad
Core @ 1.86 GHz a total of
32 core CPU
Dell EqualLogic storage attached
using RAID 10 to host BMC
Atrium CMDB and BMC Remedy
ITSM database using SQL Server
BMC Action Request
System servers and mid tier
servers – Dell PowerEdge
M610
16 GB RAM
(2)xIntel Xeon X5650 Quad
Core @ 2.67 GHz, a total of
8 core CPU
The BMC Atrium
Discovery and Dependency
Mapping server – virtual
machine
8GB RAM
4x Intel Xeon X5650 Single
Core @ 2.67GHz
Storage – Dell EqualLogic PS6510E model 70-0300 Uses multiple SATA drives -
1.82TB 7200 RPM
F5 Big-IP load balancer –
3600 Local Traffic
Manager v10.3
Traffic throughput 2 Gbps
Hardware SSL: maximum
10,000 TPS, 2 Gbps bulk
encryption
Software compression: max
1 Gbps
Load balanced the mid-tiers and
BMC Remedy AR System servers
Performance tuning and recommendations
48
Server System information Comments
Processor: Dual core
Memory: 4 GB
Hard Drive: 500 GB
Gigabit Ethernet CU Ports:
8
Gigabit Fiber Ports: 2
optional LX, SX, or copper
Silk Performer Agents –
VMs
12 GB RAM
2 x Intel Xeon X5650
Single Core @ 2.67GHz
Executed the workload
Silk Performer Controller–
VMs
2 GB RAM
2 x Intel Single Core @
2.6Ghz
Used for collecting results only
Browser Client – VMs 2 GB RAM
1 x Intel Xeon X5650
Single Core @ 2.57 Ghz
Used HTTP Watch to collect
response times
Appendix A: BMC Remedy IT Service Management, BMC Service Request Management, and BMC Knowledge Management foundation data and application data
Appendix A: BMC Remedy IT Service Management,
BMC Service Request Management, and BMC
Knowledge Management foundation data and
application data
Table 32 summarizes the foundation data inserted into the BMC Remedy AR
System database prior to starting the tests.
Table 32. BMC Remedy IT Service Management foundation data
Type Foundation
Companies (multi-tenancy) 200
Sites 1,410
People 28,002
People Organizations/Dept 406
People Application Permission Groups 132,054
Support Organizations 18
Support Groups 106
Support Group Functional Role 48,006
Assignments 1,407
Table 33 summarizes the application data inserted into the BMC Remedy AR
System database prior to starting the tests.
Table 33. BMC Remedy IT Service Management and BMC Knowledge
Management application data
Type Volume
Incident 502,949
Change 102,126
Problem 100,000
Service Target 965
CI+relationships in two datasets 9,981,281
Incidents with CI Associations 52,000
Service CI 5026
Knowledge Base Large
Documents
10,000
Appendix A: BMC Remedy IT Service Management, BMC Service Request Management, and BMC Knowledge Management foundation data and application data
50
Type Volume
Knowledge Base Small
Documents
80,000
Knowledge Base articles 20,000
Table 34 summarizes the foundation data for BMC Service Request Management.
Table 34. BMC Service Request Management foundation data
Type Foundation
AOT 138
PDT 239
SRD 138
Navigational Categories 629
Service Requests 504,270
Entitlement Rules 94
Data setup
Application object template (AOT)
45 Incident templates
35 Change templates
20 Work Order templates
All assigned to Global company
No template
Navigational Category
10 Tier 1 values
10 Tier 2 values
5 Tier 3 values
Process definition template (PDT)
At least 1 AOT associated to a PDT
30 PDTs with parallel association
All assigned to Global company
Service request definition (SRD)
Have levels defined
Have keyword defined
Appendix A: BMC Remedy IT Service Management, BMC Service Request Management, and BMC Knowledge Management foundation data and application data
One SRD with 6 questions mapped to two incident fields
All assigned to Global company
Entitlement Rules
13 People Entitlement Definition (PED) company to SRD Entitlement
Definition (SRDED) by ID exclusion
26 PED groups to Service Request Definition Entitlement Definition
(SRDED) by ID
15 PED company to levels
15 PED groups to category
26 PED company to SRDED price qualification
2 global rules to SRDED
Data loading usage
Table 35 lists the database disk space used for each data load.
Table 35. BMC Remedy IT Service Management, BMC Service Request
Management, BMC Knowledge Base application volume data sizing
Application Number of entries Data files size (GB)
Incident + Service Request
backend
500,250 + 500,250 32
Change 100,000 5
Problem 100,000 3.4
Service Request 4,000 0
BMC Knowledge Management
indexing of Incident, Change,
Problem, Service Requests,
Articles, and external documents
Articles – 20,000
External documents – 90,000
4.4
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
52
Appendix B: BMC Remedy ITSM Suite user
scenarios and associated actions
The tables in this appendix summarize the associated actions for each of the BMC ITSM
Suite user scenario.
Table 36. Use case 1: search incidents by ID
Transaction name Phase name Transaction steps Repeat? Timed?
Search incidents By
ID
Initialization Configure load
generator settings
No No
Transaction As a support user, log
on to home page.
No No
Click the Incident
Management Console
link.
Yes Yes
Click the Search
Incident link.
Yes Yes
Enter an ID in the
Incident ID+ field.
Yes Yes
Click Search Yes Yes
Log off. No. No
End Close any open files. No No
Table 37. Use case 2: search incidents by customer name
Transaction name Phase name Transaction steps Repeat? Timed?
Search incidents By
Customer Name
Initialization Configure load
generator settings
No No
Transaction As a support user, log
on to the home page.
No No
Click the Incident
Management Console
link.
Yes Yes
Click the Search
Incident link.
Yes Yes
Enter Customer name in
the Customer field and
press Enter.
Yes Yes
Click Search. Yes Yes
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Transaction name Phase name Transaction steps Repeat? Timed?
Log off. No. No
End Close any open files. No No
Table 38. Use case 3: create incidents with Service CI related with modify
request after submit
Transaction name Phase name Transaction steps Repeat? Timed?
Create incidents
with CI related and
go to modify request
after submit
Initialization Configure load
generator settings
No No
Transaction As a support user, log
on to the home page.
No No
Click the Incident
Management Console
link.
Yes Yes
Click New Incident link. Yes Yes
Enter the first name of a
customer in the
Customer field and hit
enter key.
Yes Yes
Enter values in the
Summary and Notes
fields
Yes No
Open the Service menu
and select any item.
Yes Yes
Open Impact menu and
select any item.
Yes No
Open Urgency menu
and select any item.
Yes Yes
Click Submit. Yes Yes
Log off No No
End Close any open files. No No
Table 39. Use case 4: Create incidents with Service CI related with new
request after submit.
Transaction name Phase name Transaction steps Repeat? Timed?
Create incidents
With CI related and
go to New Request
after submit
Initialization Configure load
generator settings
No No
Transaction As a support user, log
on to the home page.
No No
Click the incident Yes Yes
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
54
Transaction name Phase name Transaction steps Repeat? Timed?
Management Console
link.
Click the New Incident
link.
Yes Yes
Enter the first name of a
customer in the
Customer field and press
Enter.
Yes Yes
Enter text in the
Summary and Notes
fields
Yes No
Open the Service menu
and select.
Yes Yes
Open Impact menu and
select.
Yes No
Open Urgency menu
and select.
Yes Yes
Click Submit. Yes Yes
Log off. No No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Table 40. Use case 5: Update incident to resolved status
Transaction name Phase name Transaction steps Repeat? Timed?
Update Incident
Resolved status
Initialization Configure load
generator settings
No No
Transaction Log on to the homepage
as a Support user.
No No
Click the Incident
Management Console
link.
Yes Yes
Select an entry from the
incident table and click
View.
Yes Yes
The Incident form opens
with the chosen entry.
Change Status field to In
Progress. Click Save.
Yes Yes
Change Status field to
Resolved. Open Status
Reason menu and select
No Further Action
Required. Enter some
text in the Resolution
field.
Yes No
Click Save. Yes Yes
Log off. No No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
56
Table 41. Use case 6: Create change with CI and task
Transaction name Phase name Transaction steps Repeat? Timed?
Create Change with
CI and Task
Initialization Configure load
generator settings
No No
Transaction As a support change
user, log on to the home
page.
No No
Click Change
Management Console
link.
Yes Yes
Click the New Change
link.
Yes Yes
Enter text in the
Summary field.
Yes No
In the Service CI menu,
click and select a value.
Yes Yes
Go to Dates tab Yes No
Open the Scheduled
Start Date calendar and
select a future date.
Yes No
Open the Scheduled End
Date calendar and select
a future date that is one
day more than scheduled
start date.
Yes No
Go to Task tab. In the
Request Type menu
select the Ad Hoc
option.
Click Relate.
Yes Yes
In the Create Task
dialog box, enter values
in the Name, Summary,
and Notes fields.
Yes No
Click Save. Yes Yes
In the Process Flow
Status Initiate, choose
Next Stage.
Yes Yes
The Change
Initialization Dialog
opens.
Click Save.
Yes Yes
Log off. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Transaction name Phase name Transaction steps Repeat? Timed?
End Close any open files. No No
Table 42. Use case 7: Search change by ID
Transaction name Phase name Transaction steps Repeat? Timed?
Search Change By ID Initialization Configure load
generator settings
No No
Transaction As a support change
user, log on to the home
page.
No No
Click Change
Management Console
link.
Yes Yes
Open the Change form
in Search mode.
Yes Yes
Randomly enter a
Change entry ID and
click Search.
Yes Yes
Log off. No No
End Close any open files. No No
Table 43. Use case 8: Approve change
Transaction name Phase name Transaction steps Repeat? Timed?
Approve Change Initialization Configure load
generator settings
No No
Transaction Log on to the home page
as a support change
user.
No No
Click Quick Links >
Approval Central
Yes Yes
First entry is auto
selected.
Click Approve.
Yes Yes
Close Approval Central
form.
Yes No
Log off. No No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
58
Table 44. Use case 9: BMC Knowledge Management search and view incidents
Transaction name Phase name Transaction steps Repeat? Timed?
BMC Knowledge
Management search
and view Incident
Initialization Configure load
generator settings
No No
Transaction Click the Incident
Management Console
link.
Yes Yes
Click the Search
Incident link.
Yes Yes
Enter an ID in the
Incident ID+ field.
Yes Yes
Click Search. Yes Yes
Click Links > Search
Knowledge Base
Yes Yes
In BMC Knowledge
Management Advanced
Search, clear out all
settings and check the
option Incidents under
sources. Enter the search
text ―filler‖ without
quotes in Include all of
these words text field
and click Search.
Yes Yes
Click on an entry from
results to view the
details.
Yes Yes
Close the view details
window.
Yes No
Close BMC Knowledge
Management window.
Yes No
Log off. No No
End Close any open files. No No
Table 45. Use case 10: BMC Knowledge Management search and view articles
Transaction name Phase name Transaction steps Repeat? Timed?
BMC Knowledge
Management search
and view Articles
Initialization Configure load
generator settings
No No
Transaction Click the Incident
Management Console
link.
Yes Yes
Click Search Incident Yes Yes
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Transaction name Phase name Transaction steps Repeat? Timed?
link.
Enter an ID in the
Incident ID+ field.
Yes Yes
Click Search. Yes Yes
Click Links > Search
Knowledge Base.
Yes Yes
In BMC Knowledge
Management, Advanced
Search, clear out all
settings and select the
option How To under
sources. Enter the search
string Load Test in
Include all of these
words text field.
Click Search.
Yes Yes
Click on an entry from
results to view the
details.
Yes Yes
Close the view details
window.
Yes No
Close the BMC
Knowledge
Management window.
Yes No
Log off No No
End Close any open files. No No
Table 46. Use case 11: BMC Knowledge Management search and view
problems
Transaction name Phase name Transaction steps Repeat? Timed?
BMC Knowledge
Management search
and view problems
Initialization Configure load
generator settings
No No
Transaction Click the Incident
Management Console
link.
Yes Yes
Click the Search
Incident link.
Yes Yes
Enter an ID in the
Incident ID+ field.
Yes Yes
Click Search. Yes Yes
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
60
Transaction name Phase name Transaction steps Repeat? Timed?
Click Links > Search
Knowledge Base.
Yes Yes
In BMC Knowledge
Management ,
Advanced Search, clear
out all settings and
select Problems
Investigation under
sources. Enter the value
―notes‖ without quotes
on Include all of these
words text field.
Click Search.
Yes Yes
Click on an entry from
results to view the
details.
Yes Yes
Close the view details
window.
Yes No
Close BMC Knowledge
Management window.
Yes No
Log off. No No
End Close any open files. No No
Table 47. Use case 12: BMC Knowledge Management search and view small
document
Transaction name Phase name Transaction steps Repeat? Timed?
BMC Knowledge
Management search
and view small PDF
external document
Initialization Configure load
generator settings
No No
Transaction Click the Incident
Management Console
link.
Yes Yes
Click the Search
Incident link.
Yes Yes
Enter an ID in the
Incident ID+ field.
Yes Yes
Click Search. Yes Yes
Click Links > Search
Knowledge Base
Yes Yes
In BMC Knowledge
Managemen , Advanced
Yes Yes
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Transaction name Phase name Transaction steps Repeat? Timed?
Search, clear out all
settings and check the
option for External Files
under Sources. Enter the
search string
smallPDF_% on Include
all of these words text
field.
Click Search.
Click on an entry from
results to view the
details.
Yes Yes
Close the View Details
window.
Yes No
Close BMC Knowledge
Management window.
Yes No
Log off. No No
End Close any open files. No No
Table 48. Use Case 13: BMC Knowledge Management search and view large
document
Transaction name Phase name Transaction steps Repeat? Timed?
BMC Knowledge
Management search
and view big PDF
external document
Initialization Configure load
generator settings
No No
Transaction Click the Incident
Management Console
link.
Yes Yes
Click the Search
Incident link.
Yes Yes
Enter an ID in the
Incident ID+ field.
Yes Yes
Click Search. Yes Yes
Click Links -> Search
Knowledge Base.
Yes Yes
In BMC Knowledge
Management Advanced
Search, clear out all
settings and check the
option for External Files
under Source. Enter the
search string bigPDF_%
in Include all these
words text field.
Yes Yes
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
62
Transaction name Phase name Transaction steps Repeat? Timed?
Click Search.
Click on an entry from
results to view the
details.
Yes Yes
Close the view details
window.
Yes No
Close BMC Knowledge
Management window.
Yes No
Log off. No No
End Close any open files. No No
Table 49. Use case 14: Create Ad Hoc Web report
Transaction name Phase name Transaction steps Repeat? Timed?
Create Ad Hoc report Initialization Configure load
generator settings
No No
Transaction As a support change
user, log on to the home
page.
No No
Click Quick Links > AR
Report Console.
Yes Yes
In the Report Console,
click New.
Yes Yes
In New Report Window,
choose Form value
HPD:Help Desk and use
a unique name for the
report name. Keep the
default checkboxes
enabled.
Click OK.
Yes Yes
In Report Designer’s
Filter By section, click
the Advanced link and
add the qualification
'First Name+' = "0501-
Test"
to the bottom text box.
Click Save.
Yes Yes
Click Preview. Yes Yes
Log off. No No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Table 50. Use Case 15: Run incident product catalog report
Transaction name Phase name Transaction steps Repeat? Timed?
Run incident product
catalog report
Initialization Configure load
generator settings
No No
Transaction As a support user, log
on to the homepage.
No No
Click the Incident
Management Console
link.
Yes Yes
Click the Reports link. Yes Yes
In Report Console,
select Category menu
value Incidents > Open
Incidents > Count by
Product Categorization.
Yes No
Click Run. Yes Yes
Log off. No. No
End Close any open files. No No
Table 51. Use Case 16: Run asset print report
Transaction name Phase name Transaction steps Repeat? Timed?
Run asset print report Initialization Configure load
generator settings
No No
Transaction As a support user, log
on to the home page.
No No
Click the BMC Asset
Management Console
link.
Yes Yes
Randomly select an
entry.
Click Print.
Yes Yes
Close Report Viewer
Yes No
Log off. No. No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
64
BMC Service Request Management test scripts - user
scenarios
Table 52. Use case 1: Add activity log entry to existing service request
Transaction name Phase name Transaction steps Repeat
?
Timed?
Add activity log Initialization Configure load
generator settings
No No
Transaction As an end-user, log on
to the home page.
No No
Click the Request Entry
link.
Yes Yes
Click the Open Requests
link.
Yes Yes
Randomly select an
entry from the results.
Yes Yes
Type some text in the
Notes field.
Click Add.
Yes Yes
Log off. No. No
End Close any open files. No No
Table 53. Use case 2: View services in a category
Transaction name Phase name Transaction steps Repeat? Timed?
View services in
category
Initialization Configure load generator
settings
No No
Transaction As an end-user, log on to
the homepage.
No No
Click Request Entry link. Yes Yes
Click on Browse
Category link.
Yes Yes
Randomly click on any
of the available category
links
Yes Yes
Log off. No. No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Table 54. Use case 3: Browse a service sub-category
Transaction
name
Phase name Transaction steps Repeat? Timed?
Browse sub-
category
Initialization Configure load
generator settings
No No
Transaction As an end-user, log on
to the home page.
No No
Click Request Entry
link.
Yes Yes
Click the Browse
Category link.
Yes Yes
Randomly click the
Browse Sub-Categories
link under any of the
available categories.
Yes Yes
Log off. No. No
End Close any open files. No No
Table 55. Use case 4: Create service request with 6 questions and 2 field
mappings
Transaction
name
Phase name Transaction steps Repeat? Timed?
Create
Service
Request with
six questions
and two field
mappings
Initialization Configure load
generator settings
No No
Transaction As an end-user, log on
to the home page.
No No
Click the Request Entry
link.
Yes Yes
In search bar, enter
simulation and click
magnifying glass icon.
Yes No
Click Request Now for
the SRD with mapping.
Yes Yes
Click Submit to create
the SR.
Yes Yes
Log off. No. No
End Close any open files. No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
66
Table 56. Use case 5: Create service request with 6 Questions and no mapping
Transaction
name
Phase name Transaction steps Repeat? Timed?
Create
Service
Request with
six questions
and no
mapping
Initialization Configure load
generator settings
No No
Transaction As an end-user, log on
to the home page.
No No
Click Request Entry
link.
Yes Yes
In the search bar, enter
simulation and click
magnifying glass icon.
Yes No
Click Request Now for
the SRD with no
mapping.
Yes Yes
Click Submit to create
the SR.
Yes Yes
Log off. No. No
End Close any open files. No No
Table 57. Use case 6: View Request Entry Popular Services link
Transaction
name
Phase name Transaction steps Repeat? Timed?
Popular
Services
Initialization Configure load generator
settings
No No
Transaction As an end-user, log on to
the home page.
No No
Click the Request Entry
link.
Yes Yes
Click the Popular
Services link.
Yes Yes
Log off. No. No
End Close any open files. No No
Table 58. Use case 7: Search request entry by keyword
Transaction
name
Phase name Transaction steps Repeat? Timed?
Search
Request Entry
Initialization Configure load
generator settings
No No
Appendix B: BMC Remedy ITSM Suite user scenarios and associated actions
Transaction
name
Phase name Transaction steps Repeat? Timed?
By Keyword Transaction As an end-user, log on
to the home page.
No No
Click Request Entry
link.
Yes Yes
Randomly enter a
keyword in the format
―keyword#‖ where # is a
value from 1 to 10.
Yes Yes
Log off. No. No
End Close any open files. No No
Table 59. Use Case 8: View an existing service request
Transaction
name
Phase name Transaction steps Repeat? Timed?
View Service
Request
Initialization Configure load
generator settings
No No
Transaction As an end-user, log on
to the home page.
No No
Click the Request Entry
link.
Yes Yes
Click the Submitted
Requests link.
Yes Yes
Randomly select an
entry form the results.
Yes Yes
Click Request Details. Yes Yes
In Request Details
dialog window, click the
Process View tab.
Yes Yes
Close the dialog
window.
Yes No
Log off. No. No
End Close any open files. No No
Appendix C: Product version numbers
68
Appendix C: Product version numbers
Table 60 lists version numbers for various components of BMC Remedy IT Service
Management, BMC Atrium CMDB, and BMC Atrium Core products:
Table 60. Product version numbers
Application type Version
BMC Remedy AR System 7.6.04 SP 1 configured in server group
BMC Remedy Mid Tier 7.6.04 SP 1 / Java 1.6.0_25 64-bit/ Tomcat 6
BMC Atrium CMDB 7.6.04 SP 1
BMC Remedy IT Service
Management
7.6.04 SP 1
BMC Service Request Management 7.6.04 SP 1
BMC Service Level Management 7.6.04 SP 1
BMC Knowledge Management 7.6.04 SP 1
BMC Atrium Discovery and
Dependency Mapping 8.3
Windows Version Windows Server 2008 R2 Enterprise 64bit
BMC Remedy AR System Database SQL Server Enterprise 2008 R2
Silk Performer client Windows XP
Appendix D: Product details used at Dell Solution Center
Appendix D: Product details used at Dell Solution
Center
Dell PowerEdge M610
The Dell PowerEdge M610 blade server helps cut operating expenses through energy
efficiency, product flexibility and efficient use of data center space.
Designed with your needs in mind, the M610 uses the Intel® Xeon® processor 5500 and
5600 series. These processors adapt to your software in real time, processing more tasks
simultaneously. Using Intel Turbo Boost Technology, the M-Series blades can increase
performance during peak usage periods. When demand decreases, Intel Intelligent Power
Technology helps reduce operating costs and energy usage by proactively putting your
server into lower power states.
The M610 delivers quick virtualization with software from leading industry vendors by
offering optional integrated SD storage or internal USB for embedded hypervisors, and
includes the features necessary to meet the demands for performance, high availability
and redundancy in modern data centers, such as a large memory capacity of up to 192 GB
of total RAM.
The M610 is designed with 50 percent more memory capacity than the previous
generation M600, a critical component to virtualization and database performance. As
your application needs increase, M610 blades allow you to scale up to 192 cores and
3072 GB of memory per 10U chassis, with opportunities for even greater capacities in the
future.
Dell PowerEdge M910
Ideal for virtualization workloads or core applications, the Dell PowerEdge M910 is a
four-socket, full-height blade server that offers an excellent blend of performance,
reliability and scalability in a high-density form factor.
Powerful - Up to four, 10-core Intel® Xeon® processors
Scalable - Up to 1TB of DDR3 RAM
Compact - Full-height blade form factor allows up to eight blades per 10U
enclosure
Appendix D: Product details used at Dell Solution Center
70
The PowerEdge M910 was designed to meet the needs of nearly any IT environment.
Built with Intel Xeon processors and advanced systems management capabilities, the
M910 is ideal for the demanding applications at the core of most data centers.
Dell FlexMem Bridge technology allows the M910 to seamlessly scale from 4GB to
512GB of DDR3 RAM in either two-socket or four-socket configurations. This patent
pending technology allows Dell to deliver a unique platform that can grow as your needs
dictate.
By delivering these capabilities in a blade server, Dell allows your organization to add
significant performance in an exceptionally energy efficient and easily managed form
factor. With 8 four-socket servers per 10U of rack space, the M910 offers more than three
times the density of traditional 4U rack-optimized four-socket servers.
Dell Equalogic PS6510E
The EqualLogic PS6510E with 48 3TB NL-SAS drives delivers great IOPs performance
and bandwidth with excellent cost per gigabyte
Highly available and reliable storage for capacity-demanding deployments
up to 2.3PB in a single SAN group
Virtualised scale-out architecture, ideal for server virtualisation and storage
consolidation
Increased throughput performance from 10GbE technology
Robust backup and recovery through application integration and automation
Scalable, self-managing storage that grows with your business
F5 BIG-IP 3600 Local Traffic Manager (LTM)
BIG-IP® Application Delivery Networking platforms can manage even the heaviest
traffic loads at both layer 4 and layer 7. By merging high performance switching fabric,
specialized hardware, and advanced software, F5 provides the flexibility to make in-
depth application decisions without introducing bottlenecks.
Appendix D: Product details used at Dell Solution Center
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