Performance Comparison: BMC Remedy ITSM
Contents
1. subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation Restricted rights legend U S Government Restricted Rights to Computer Software UNPUBLISHED RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES Use duplication or disclosure of any data and computer software by the U S Government is subject to restrictions as applicable set forth in FAR Section 52 227 14 DFARS 252 227 7013 DFARS 252 227 7014 DFARS 252 227 7015 and DFARS 252 227 7025 as amended from time to time Contractor Manufacturer is BMC Software Inc 2101 CityWest Blvd Houston TX 77042 2827 USA Any contract notices should be sent to this address Customer Support You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by telephone or email To expedite your inquiry please see Before Contacting BMC Software Support website You can obtain technical support from BMC Software 24 hours a day 7 days a week at http www bmc com support_home From this website you can Read overviews about support services and programs that BMC Software offers Find the most current information about BMC Software products Search a database for problems similar to yours and possible solutions Order or download product documentation Report a problem or ask a question Sub2. 11 66 9 36 20 Current The comparison chart in Figure 2 illustrates the single user response time data for the Pune WAN 10 Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Figure 2 Comparison chart Pune WAN 0 Oo c O O o y Open New gt Save Redisplay Save Redisplay Open IM Console incident Save No Action m703Patcho 668 636 383 13333 1166 a75RTM2 512 611 36 892 9 36 Table 3 summarizes the performance improvements observed for WAN Toronto Table 3 Toronto WAN performance improvements Open IM Console 5 1 3 53 31 Open New Incident 5 48 4 42 19 Save No Action 3 62 2 67 26 Save Redisplay 10 27 6 28 39 New Save Redisplay 8 12 6 23 23 Current The comparison chart in Figure 3 illustrates the single user response time data for the Toronto WAN Results 11 Knowledge Article Figure 3 Comparison chart Toronto WAN 10 27 m7srTMm2 353 442 27 628 7 0 3 Patch 9 Open IM Open New Save Redisplay Save Redisplay em Mean fr Sn Current Table 4 summarizes the performance improvements observed for LAN Table 4 LAN performance improvements Continued Open IM Console 3 Open New Incident 5 01 4 89 2 Save No Action 3 01 2 01 33 Save Redi
3. lt j bmesoliware Knowledge Article Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows re April 2009 GANAS PE SSS WITH THE POWER OF IT www bmc com lt bmesofiware O Contacting BMC Software You can access the BMC Software website at ht tp www bmc com From this website you can obtain information about the company its products corporate offices special events and career opportunities United States and Canada Address BMC SOFTWARE INC Telephone 1 713 918 8800 or Fax 1 713 918 8000 2101 CITYWEST BLVD 1 800 841 2031 HOUSTON TX 77042 2827 USA Outside United States and Canada Telephone 1 713 918 8800 Fax 1 713 918 8000 If you have comments or suggestions about this documentation contact Information Design and Development by email at doc_feedback bmc com Copyright 2009 BMC Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners BMC Software considers information included in this documentation to be proprietary and confidential Your use of this information is
4. assword information If you have a question about your license key or password contact Customer Support through one of the following methods m E mail customer_support bmc com In the Subject line enter SupID lt yourSupportContractID gt such as SupID 12345 m Inthe United States and Canada call 800 537 1813 Outside the United States and Canada contact your local support center for assistance m Submit anew issue at http www bmc com support_home Chmesoiiware AA Knowledge Article Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows This document summarizes end user response timings comparison data for single user tests conducted at BMC labs for some of the key use cases in Incident Management application using BMC Remedy ITSM 7 5 00 and BMC Remedy ITSM 7 0 03 over LAN and WAN The following topics are provided Overview page 6 Performance Test Objectives page 6 Environment page 7 Performance Test Scope I Response Timing for ITSM IM 7 0 03 use cases over LAN and WAN page 8 m Performance Test Scope II Response Timing for ITSM IM 7 5 00 use cases over LAN amp WAN page 9 m Results page 10 Application Configurations page 14 Software Versions page 14 Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows 5 Knowledge Article Overview Most of the optimization work in BMC Remedy ITSM 7 5 00 was fo
5. cused to improve end user response times for frequently accessed use cases by BMC Remedy ITSM Incident Management user community over WAN In order to measure the performance improvements from these various optimization enhancements performed in BMC Remedy ITSM 7 5 00 code base it was planned to record the end user response timings for a single user environment against BMC Remedy ITSM 7 0 03 and use these recordings as a baseline metrics Subsequently same set of tests were conducted to collect similar set of data against BMC Remedy ITSM 7 5 00 using similar hardware Data recorded using BMC Remedy ITSM 7 5 00 environment was then compared against the baseline metrics to quantify the performance improvement Incident Management use cases identified for performance comparison for single user manual tests are listed below m Open IM Console Open Incident Form in New Mode m Submit Save Incident Reopen Display set to No Action m Submit Save Incident Reopen Display set to Redisplay Current m Submit Save Incident Reopen Display set to Redisplay New The objective of this document is to present BMC Remedy user community with the outlook of how IM application would perform if BMC Remedy ITSM is upgraded from version 7 0 03 to version 7 5 00 In general significant improvement was observed in response timings over WAN using BMC Remedy ITSM 7 5 00 in most of the single user use cases under consideration For LAN all of the Submit Sav
6. e use cases showed significant improvement while other use cases e g Open IM Console and Open Incident Form in new mode remained comparable to that of version 7 0 03 Performance Test Objectives The objectives of the performance test are outlined in the following points Measure end user response time to compare and validate performance improvement in BMC Remedy ITSM Incident Management version 7 5 00 as opposed to BMC Remedy ITSM Incident Management 7 0 03 for WAN Capture and compare all backchannel API calls and HTTP packets between the two ITSM versions 6 Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Environment Table 1 describes the environment in which the performance testing was conducted Table 1 Performance testing environment Mid Tier Server 2x2 4 GHz 2GB Ram Virtual slice on VMWare ESX 3 5 AR Server 4x2 4 GHz 4GB Ram Virtual slice on VMWare ESX 3 5 Database Server 16 GB RAM Dell R900 Physical box to host Oracle 10G database containing foundation data and volume data Windows Client 2X2 2 GHz 2GB RAM Dell Laptop D6240 series LAN amp WAN Pune Windows Client 3 4 GHz 4GB RAM Dell optiplex620 WAN Toronto Figure 1 illustrates the architecture used to conduct the performance comparison Environment 7 Knowledge Article Fi
7. es over LAN amp WAN 9 Knowledge Article Results m Single user test using Mid Tier in WAN Toronto environment to measure response timing using manual stop watch technique m Single user test using Mid Tier in LAN environment with Fiddler started at the background to capture backchannel API calls HTTP requests data bytes sent vs received details used to provide feedback on potential optimization possibility to BMC Remedy ITSM dev Timings data for each of the above scenarios were recorded in multiple samplings out of which only four samplings were selected and averaged to get to the final time in seconds In general we have observed significant performance improvement in BMC Remedy ITSM 7 5 00 in most of the use cases being considered over WAN The better response times observed during the WAN Toronto test might be explained by the more powerful client machine located in the Toronto office The response time discrepancy could also come from the inherent network latency between the two geographic locations Toronto and Pune For LAN tests most of the Submit Save use cases showed improvement while the other use cases remained comparable to that of version 7 0 03 Table 2 summarizes the performance improvements observed for WAN Pune Table 2 Pune WAN performance improvements Open IM Console 23 Open New Incident 6 36 6 11 4 Save No Action 3 83 3 6 6 Save Redisplay 13 33 8 92 33 New Save Redisplay
8. gure 1 Performance comparison architecture ITSM IM 7 5Vs 7 0 3 Performance Comparison Architecture Diagram Client Accessed from BMC Pune over WAN Client Accessed from BMC SYL over LAN Client Accessed fram BMC Toronto over CPU 4x2 4GHz RAM 4GB CPU 4x2 4GHz Quad Core RAM 16GB Performance Test Scope I Response Timing for ITSM IM 7 0 03 use cases over LAN and WAN IM Use Cases IM use cases listed below have been identified to measure the single user response times on BMC Remedy ITSM 7 0 03 environment Open IM Console Open Incident Form in New Mode 8 Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows m Submit Save Incident Reopen Display set to No Action Submit Save Incident Reopen Display set to Redisplay Current m Submit Save Incident Reopen Display set to Redisplay New Each of the above use cases were measured in different ways to record different data points as discussed below m Single user test using Mid tier in LAN environment to measure response timing using manual stop watch technique used to measure performance gain over LAN m Single user test using Mid Tier in WAN Pune India environment to measure response timing using manual stop watch technique m Single user test using Mid Tier in WAN Toronto environment where poss
9. ible to measure response timing using manual stop watch technique m Single user test using Mid Tier in LAN environment with Fiddler started at the background to capture backchannel API calls HTTP requests data bytes sent vs received details used to provide feedback on potential optimization possibility to BMC Remedy ITSM dev Timings data for each of the above scenarios were recorded in multiple samplings out of which only four samplings were selected and averaged to get to the final time in seconds Performance Test Scope Il Response Timing for ITSM IM 7 5 00 use cases over LAN amp WAN IM Use Cases IM use cases listed below have been identified to measure the single user response times on BMC Remedy ITSM 7 0 03 environment m Open IM Console Open Incident Form in New Mode m Submit Save Incident Reopen Display set to No Action m Submit Save Incident Reopen Display set to Redisplay Current m Submit Save Incident Reopen Display set to Redisplay New Each of the above use cases were measured in different ways to record different data points as discussed below m Single user test using Mid tier in LAN environment to measure response timing using manual stop watch technique used to measure performance gain over LAN m Single user test using Mid Tier in WAN Pune India environment to measure response timing using manual stop watch technique Performance Test Scope Il Response Timing for ITSM IM 7 5 00 use cas
10. rver and the Database server Table 6 Application configuration details Mid tier JVM min heap 1024 MB JVM max heap 1024 MB Definition Change Check Interval 86400 Sec Tomcat max threads 500 Tomcat accept count 250 AR Fast min max threads 20 20 List min max threads 16 16 Next ID Block Size 10 DB Cursor sharing Similar SGA_MAX_SIZE 1036 MB Software Versions Table 7 describes the software versions used during the performance testing Table 7 Software versions used during the performance testing AR Server 7 1 Patch 3 AR Server 7 5 00 00 Patch 3 CMDB2 1 Patch 2 CMDB2 1 Patch 2 Oracle 10g R2 Oracle 10g R2 14 Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows lt Siebel Item N umber gt
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12. splay 9 96 8 04 20 New Save Redisplay 8 18 6 04 25 Current The comparison chart in Figure 4 illustrates the single user response time data for the LAN 12 Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Performance Comparison BMC Remedy ITSM Incident Management version 7 5 00 Vs 7 0 03 on Windows Figure 4 Comparison chart LAN u v c o o v on Open IM Console Open New Incident Save No Action en anlay ne m703Pateh9 301 sa 30 9 8 18 a7zserm2 341 4s 2m sa 6 04 IM Backchannel Calls amp HTTP requests Comparison Data In addition to the single user response timings we have also observed significant reduction in Backchannel API calls in BMC Remedy ITSM 7 5 00 as compared to BMC Remedy ITSM 7 0 03 which has direct relevance to the improved response times Table 5 summarizes the improvements that were observed in internal API calls and the transport of HTTP requests Table 5 Summary of internal API call and HTTP transport request improvements Open IM 17 6 65 21 9 57 Console Open New 7 8 14 12 9 25 Incident Save No 6 6 0 6 6 0 Action Save 23 10 57 28 11 61 Redisplay New Save 22 10 55 25 11 56 Redisplay Current Results 13 Knowledge Article Application Configurations Table 6 details the configurations used for the AR System server Mid tier se
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