sm 930 sizing guide
TRANSCRIPT
Rev. 8 Updated for SM9.30 Page 1
Introduction ......................................................................................................................................... 2
Service Manager 9.30 Sizing Questions ................................................................................................ 3
Sample Service Manager 9.30 Deployment Diagram .............................................................................. 5
Service Manager 9.30 Application Server .............................................................................................. 6
Service Manager 9.30 Web Tier ........................................................................................................... 7
Service Manager 9.30 Help Server ....................................................................................................... 7
Service Manager Load Balancer Server .................................................................................................. 7
Service Manager Knowledge Search Engine Server ................................................................................. 7
Mobility .............................................................................................................................................. 8
SRC ................................................................................................................................................... 8
Rules of Thumb .................................................................................................................................... 9 Service Manager Application Server (servlet container) ........................................................................ 9 Service Manager Web Tier ............................................................................................................... 9 Self Service / Catalog User considerations: ........................................................................................ 9 Service Manager Help Server ............................................................................................................ 9 Service Manager Load Balancer ........................................................................................................ 9 RDBMS server ................................................................................................................................ 10 Virtualized Environment (VMware) ................................................................................................... 10 Mobility ........................................................................................................................................ 10 SRC .............................................................................................................................................. 10 Search Engine ............................................................................................................................... 10
Appendix A: Mobility Deployment Example and Response Times ............................................................ 11
Appendix B: KM Search Engine Deployment Example and Response Times .............................................. 13
Appendix C: Horizontal and Vertical Scaling ........................................................................................ 14
Appendix C: Horizontal and Vertical Scaling ........................................................................................ 14
For more information .......................................................................................................................... 15
Service Manager 9.30 Deployment Sizing Guide
Rev. 8 Updated for SM9.30 Page 2
Introduction
The reference configuration data supplied in this document is based solely on the usage of the Service
Manager (SM) 9.30 Out of the Box (OOTB) environment, including the Web Tier, SRC, Mobility and the
Knowledge Management Search Engine running on top of the Service Manager 9.30 Runtime Environment
(RTE).
Individual implementations will most likely see an increase in the amount of resources that are utilized or
needed by the application to perform in an acceptable manner. This would include running on an earlier
version of the RTE.
Failure to test the application with the concurrent user load and transaction rate that is expected at the
height of the daily system usage and utilizing the tailored application may result in an undersized
environment to support the requirements.
The recommendations described in this document should be considered the minimum requirement to run
Service Manager effectively.
Rev. 8 Updated for SM9.30 Page 3
Service Manager 9.30 Sizing Questions
The following list of questions is designed to gather the necessary information required to make a
recommendation on the overall system architecture for the Service Manager environment.
Note: Although not all of the information requested here is required for sizing of the environment it is very
useful information to obtain for a thorough architecture recommendation.
1. What kind of environment will you use?
a. In house solution administered by internal IT
b. In house solution administered by HP
c. Software as a Service
2. Expected Hardware (HW) / Software (SW) environment
a. Do you plan to operate in separate Development / Test / Production environments in order
to assure quality?
b. ITSCM/Disaster Recovery (DR) or High Availability (HA) requirements?
c. Do you plan to operate in a virtualized environment or on physical machines?
3. Do you have existing hardware that you want to reuse?
a. What Operating Systems (OS) are you using, is the OS 32 or 64 bit?
b. Number of CPU’s per machine?
c. Amount of RAM per machine?
d. What RDBMS?
4. Can you provide a diagram of your network with minimum latency and bandwidth values?
a. Can you provide a Microsoft Visio™ diagram of your intended deployment? (See Sample
Diagram)
5. Which integrations do you plan to employ with HP Service Manager?
a. Inbound/Outbound Email, SMTP/POP3 requirements?
b. Active directory (LDAP) integration or Single Sign-on?
c. Data import of persons/organizations from an HR or other environment?
d. Integration to Universal Configuration Management Database (UCMDB)/CMS?
e. Integration to other HP Software solutions?
f. Import of Configuration Items (CI’s)?
g. other
6. Licensing requirements?
a. Is Service Catalog to be part of the configuration?
b. Is Knowledge Management (KM) to be part of the configuration?
Rev. 8 Updated for SM9.30 Page 4
c. What is the expected number of KM users? (Authors, Editors, Administrators)
d. Which languages do you expect to operate?
e. What is the overall number of IT specialists? (Technicians, Administrators, Helpdesk)
f. How many of them should have guaranteed access to Service Manager?(Named Users)
g. What are your module level user requirements for Service Manager?
7. The Web Tier is the recommended client for accessing Service Manager.
a. How many Self Service users will have access to the software?
Use the calculation in the Rules of thumb section to translate the number of possible Self
Service users to the number of concurrent users.
8. What is the geographical breakdown of your Web user base?
9. What are your expected data volumes by module including attachments?
a. Service Desk
b. Incident Management
c. Change Management
d. Problem Management
e. Knowledge Management
f. Request Management
g. Configuration Management
h. Service Level Management
10. What are your reporting requirements?
a. Will you use the bundled Crystal Reports solution?
b. Or an external reporting solution?
c. Or will you use data replication into a Data Warehouse for reporting?
Rev. 8 Updated for SM9.30 Page 5
Sample Service Manager 9.30 Deployment Diagram
Service Manager JGROUP
Web Farm
Service Manager Load
Balancer
Hardware
Load
Balancer
Hardware
Load
Balancer
Web
Services
Servlets
User
Servlets
User
ServletsUser
Servlets
Mobility
User
Web
Tier
User
Web
Tier
Database Server
SRC
KM
Rev. 8 Updated for SM9.30 Page 6
Service Manager 9.30 Application Server
Minimum required reference configurations – the hardware indicated below was used to obtain the
Memory and CPU minimums. The hardware is not intended to be a specific recommendation but rather a
guideline.
Small (<200 concurrent users)
Windows / Linux:
Service Manager: HP DL360 – 2 CPU cores, 8GB RAM, 36GB HD
RDBMS: HP DL360 – 2 CPU cores, 8GB RAM, 2 x 36GB RAID
Medium (201 – 600 concurrent users)
Windows / Linux:
Service Manager: HP BL460c – 4 CPU cores, 24GB RAM, 36GB HD
RDBMS: HP DL585 – 2-4 CPU cores, 12GB RAM, 3 x 36GB RAID
Unix:
Service Manager: HP rx6600 – HP-UX 11i, 4 CPU cores, 24GB RAM, 36GB HD
RDBMS: HP rx6600 – HP-UX 11i, 2-4 CPU cores, 12GB RAM, 3 x 36GB RAID
Large (601 – 1,000 concurrent users)
Windows / Linux:
Service Manager: HP BL460c – 8 CPU cores, 48GB RAM, 36GB HD
RDBMS: HP DL585 – 4-8 CPU cores, 16GB RAM, 3 x 36GB RAID
Unix:
Service Manager: HP rx6600 – HP-UX 11i, 8 CPU cores, 48GB RAM, 36GB HD
RDBMS: HP rx6600 – HP-UX 11i, 4-8 CPU cores, 16GB RAM, 5 x 36GB RAID
Extra Large (1000 – 2,500 concurrent users)
At this size it is recommended to run SM on multiple machines in Vertical/Horizontal Scaling
mode.
Please see appendix C for references
Rev. 8 Updated for SM9.30 Page 7
Service Manager 9.30 Web Tier
Web Tier (400 concurrent users) see Rules of Thumb
Windows / Linux:
HP DL360 – 2 CPU cores, 6GB RAM, 36GB HD
Unix:
HP rx2600 – HP-UX 11i, 2 CPU cores, 6GB RAM, 36GB HD
Service Manager 9.30 Help Server
HP DL360 – 2 CPU cores, 2GB RAM, 36GB HD see Rules of Thumb
Service Manager Load Balancer Server
HP DL360 – 2 CPU cores, 2GB RAM, 36GB HD see Rules of Thumb
Service Manager Knowledge Search Engine Server
Small (<200 concurrent users)
Windows / Linux:
HP DL360 –1 CPU cores, 2GB RAM, 36GB HD
Unix:
HP rx2600 – HP-UX 11i, 1 CPU cores, 2GB RAM, 36GB HD
Medium and Large (>200 concurrent users) see Rules of Thumb
Windows / Linux:
HP DL360 – 2 CPU cores, 4GB RAM, 36GB HD
Unix:
HP rx2600 – HP-UX 11i, 2 CPU cores, 4GB RAM, 36GB HD
Rev. 8 Updated for SM9.30 Page 8
Mobility
see Rules of Thumb Small (<200 concurrent users)
Windows / Linux:
HP DL360 – 2 CPU cores, 6GB RAM, 36GB HD
Unix:
HP rx2600 – HP-UX 11i, 2 CPU cores, 6GB RAM, 36GB HD
Medium and Large (200~500 concurrent users)
Windows / Linux:
HP BL460c – 8 CPU cores, 32GB RAM, 36GB HD
Unix:
HP rx6600 – HP-UX 11i, 8 CPU cores, 32GB RAM, 36GB HD
SRC
600 concurrent users see Rules of Thumb
Windows / Linux:
Service Manager: HP BL460c – 4 CPU cores, 16GB RAM, 36GB HD
Unix:
Service Manager: HP rx6600 – HP-UX 11i, 4 CPU cores, 16GB RAM, 36GB HD
Rev. 8 Updated for SM9.30 Page 9
Rules of Thumb
Service Manager Application Server (servlet container)
A servlet container requires approximately 2 GB of Ram
500 MB JVM requirement including the 256MB of Default JAVA heap
50 MB for the process overhead
10 MB – 20 MB per users session (thread) (see Note * below)
Plus shared_memory setting value = 128,000,000 in the sm.ini file. (counted only once for all Servlet containers
on a single machine)
On a 32 bit Operating system we recommend starting with 50 threads (users) per process (servlet container) in
the UNIX environment and then change based on process memory usage being experienced in your environment.
On a 32 bit Windows Operating systems we recommend starting with 30 threads (users) per process (servlet
container) and then change based on process memory usage being experienced in your environment.
On any 64 bit Operating system listed in the Service Manager compatibility matrix we recommend starting with 50
threads (users) per process (servlet container) and change based upon process memory usage being experienced
in your environment to a maximum of 100 threads.
Note Increases in user session memory usage may be caused by inappropriately large global lists, usage of global
variables that are not cleaned up and multiple application threads being opened simultaneously. This will have a
direct effect on the number of user threads that can be supported per servlet container.
Service Manager Web Tier
The Service Manager Web Tier configuration used to determine sizing recommendations is based upon Tomcat
web application server with 4 JVM’s running 1.0 GB of RAM Java Heap each per JVM, and an Apache Web
Server for connection distribution to these JVM’s. Create a Web Farm by adding machines as required with
additional Tomcat JVM’s to support additional user load.
Self Service / Catalog User considerations:
It is important to include and consider the Self Service / Catalog user base when calculating the hardware
requirements for supporting the environment. As a rule of thumb calculate the number of concurrent users to support
by adding 2 – 3% of the total number of expected self-service users to the number of licensed module users. For
example: 200,000 total user base * .03 = 6, 000 total number of projected Concurrent Self Service/Catalog
users.
Service Manager Help Server
With Service Manager 9.30, the Service Manager Help Server must be deployed on Apache Web Server or
Internet Information Server (IIS) and can be configured to run on one of the machines configured for the Web Tier
and it should be accessible through the Service Manager clients. It can also be configured to be on a standalone
machine using a small machine configuration.
Service Manager Load Balancer
The Service Manager Load Balancer should be located on a separate machine and should always be sized as a
small machine since it performs no other function than connection redirection to an available servlet. It also must run
using the same Operating System as the Service Manager Application Servers.
Since this is the one component of the configuration that can be considered a single point of failure, it should be
replicated and placed in a clustered environment for high availability. Failure of this component will only affect new
user connections that are attempting to initially connect into the environment until such time as the Load Balancer is
Rev. 8 Updated for SM9.30 Page 10
restarted or failed over. All currently active users connected to the environment will be unaffected by the loss of the
Load Balancer.
Load balanced machines and servlet machines should use the server sizing given in this document and the number
of nodes would depend on the size of the machine chosen and total number of concurrent production users.
RDBMS server
The RDBMS server sizing specified above represent the configurations that were used during the benchmarking runs
for the Service Manager out-of-box product. The actual servers that will be used in a production environment should
plan their storage needs based upon expected data volumes including attachments, etc. The CPU and memory
requirements for the selected database should be based upon the recommendations of the Database vendor for
supporting the expected transaction volumes.
Virtualized Environment (VMware)
An addition of approximately 30% above the recommended Service Manager Sizing must be made in order to
efficiently run that Service Manager component in a Virtual environment.
Mobility
Startup options below are recommended for Mobility application in the Java Virtual Machine (JVM) instance:
-Xms1024m -Xmx1024m -XX:MaxPermSize=256m
The mobility application uses an in-memory lazily loaded cache (i.e. a record is only loaded into cache when
accessed) to optimize performance. Objects loaded in the cache are shared by all users connected to the same
mobility application. Therefore, the cache size will grow as users log in, navigate to view incident tickets and
change requests, and enter activities (or journal entries). It is possible performance will degrade if the cache grows
too large, or if insufficient resources are allocated to the Java Virtual Machine (JVM) instance.
Multiple Mobility application servers are recommended for 200-500 users. Please see Appendix A for deployment
examples and sample response times.
SRC
Startup options below are recommended for SRC application in Java Virtual Machine (JVM) instance:
-Xms1024m -Xmx1024m -XX:MaxPermSize=128m
Modify the following lines in the applicationContext.properties file in SRC_HOME\src-1.20\WEB-INF\classes
src.sm.userInboxBatchSize=500
src.sm.defaultMaxConnectionsPerHost=40
src.sm.maxTotalConnections=40
Search Engine
The startup options below are recommended for SRC application in Java Virtual Machine (JVM) instance:
-Xms512m -Xmx1024m -XX:PermSize=256m
Please see Appendix B for deployment examples and sample response times.
Rev. 8 Updated for SM9.30 Page 11
Appendix A: Mobility Deployment Example and Response Times
Small(<200 users)
The Cluster
DB
Mobility Layer
SM Layer
SM1 SM2
M1LoadRunner simulating
150 Mobile Devices
HTTP
SM3
Transaction Name Average Response Time
01_Startpage
0.257
02_Login 2.933
03_Logout 0.04
Change_01_ClickAssignToMyGroups 4.555
Change_02_GroupClickChangeDetail 0.564
Change_03_GroupClickActivities 1.31
Change_07_GroupClickBack 0.507
Change_08_GroupClickHome 0.41
Incident_01_ClickAssignToMe 0.485
Incident_02_ClickIncidentDetail 0.504
Incident_03_ClickActivity 0.558
Incident_07_ClickBack 0.418
Incident_08_ClickHome 0.434
Incident_09_ClickAssignToMyGroup 4.666
Incident_10_ClickIncidentInGroup 0.509
Incident_11_ClickActivityInGroup 0.552
Incident_12_ClickBackInGroup 0.399
Incident_13_ClickHomeInGroup 0.435
Rev. 8 Updated for SM9.30 Page 12
Medium and Large (200~500 users)
The Cluster
Apache Software Loadbalancer
DB
Mobility Layer 2 to 5 nodes
SM Layer
SM7SM1 SM2
M1 M2 M3 M4 M5
LoadRunner simulating
500 Mobile Devices
HTTP
SM3 SM4 SM5 SM6 SM10SM8 SM9
0
0.5
1
1.5
2
2.5
3
3.5
4
01
_Sta
rtp
age
02
_Lo
gin
03
_Lo
gou
t
Ch
ange
_01
_Clic
kAss
ign
ToM
yGro
up
s
Ch
ange
_02
_Gro
up
Clic
kCh
ange
Det
ail
Ch
ange
_03
_Gro
up
Clic
kAct
ivit
ies
Ch
ange
_07
_Gro
up
Clic
kBac
k
Ch
ange
_08
_Gro
up
Clic
kHo
me
Inci
den
t_0
1_C
lickA
ssig
nTo
Me
Inci
den
t_0
2_C
lickI
nci
den
tDet
ail
Inci
den
t_0
3_C
lickA
ctiv
ity
Inci
den
t_0
4_C
lickN
ewEn
try
Inci
den
t_0
5_S
aveN
ewU
pd
ate
Inci
den
t_0
6_C
lickO
KA
fter
Entr
yAd
ded
Inci
den
t_0
7_C
lickB
ack
Inci
den
t_0
8_C
lickH
om
e
Inci
den
t_0
9_C
lickA
ssig
nTo
MyG
rou
p
Inci
den
t_1
0_C
lickI
nci
den
tIn
Gro
up
Inci
den
t_1
1_C
lickA
ctiv
ityI
nG
rou
p
Inci
den
t_1
2_C
lickB
ackI
nG
rou
p
Inci
den
t_1
3_C
lickH
om
eIn
Gro
up
500 users/2 Mobility/10 SM 500 users/3 Mobility/10 SM
Rev. 8 Updated for SM9.30 Page 13
Appendix B: KM Search Engine Deployment Example and Response
Times
The Cluster
Apache Software Loadbalancer
DB
KM Search
Engine
56k documents
indexed
SM Web-tier 2-5 nodes
SM Layer
SM7SM1 SM2
M1 M2 M3 M4 M5
LoadRunner simulating
500~1000 users
HTTP
SM3 SM4 SM5 SM6 SM10SM8 SM9
Test Duration: 2 hours Average 90% Successful Searches
500 users 0.243 0.641 113717
1000 users
0.174 0.217 228213
Rev. 8 Updated for SM9.30 Page 14
Appendix C: Horizontal and Vertical Scaling
More detailed information can be found in the online help server under System Installation and Setup >
Server implementation options
Rev. 8 Updated for SM9.30 Page 15
For more information
Please visit the HP Management Software support Web site at:
http://www.hp.com/managementsoftware/support
This Web site provides contact information and details about the products, services, and support that HP
Management Software offers.
HP Management Software online software support provides customer self-solve capabilities. It provides a fast and
efficient way to access interactive technical support tools needed to manage your business. As a valued customer,
you can benefit by being able to:
Search for knowledge documents of interest
Submit and track progress on support cases
Submit enhancement requests online
Download software patches
Manage a support contract
Look up HP support contacts
Review information about available services
Enter discussions with other software customers
Research and register for software training
Note: Most of the support areas require that you register as an HP Passport user and sign in. Many also require an
active support contract.
To find more information about support access levels, go to the following URL:
http://www.hp.com/managementsoftware/access_level
To register for an HP Passport ID, go to the following URL:
http://www.managementsoftware.hp.com/passport-registration.html
Technology for better business outcomes
© Copyright 2009Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
Linux is a U.S. registered trademark of Linus Torvalds. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. UNIX is a registered trademark of The Open Group.
4AA1-xxxxENW, October 2011