This document contains a diagram and descriptions of an IT infrastructure supporting a BMC Remedy IT service management (ITSM) system. It includes: - A load balanced web tier with application servers running Weblogic and Remedy middleware. - Oracle database servers for the primary and reporting databases, with data replication between sites for disaster recovery. - Application servers separated for online transaction processing and reporting. - Infrastructure across two primary and secondary data centers for high availability, with failover connections enabled during outages.

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WSD NP Web Server Director for Network Proximity
Tier1
BMC REMEDY IT Service Management (ITSM) v7 PRODUCTION INFRASTRUCTUREClientsTier2LoadBalancingTier3WebServersTier4AppServersTier5Databases
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WSD NP Web Server Director for Network Proximity
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Global Load Balancer
Psysadm-gl01a/b/y/z
Sun Fire V240
Solaris 5.8
Local Load Balancer
Radware Appliance
Psysadm-lb03a/b
8.14.12
256MB / 256MB
Local Load Balancer
Radware Appliance
Psysadm-lb03y/z
8.14.12
256MB / 256MB
Psysadm-ap56b – Mid Tier 2
Installed Software
- Weblogic 9.1
- JDK Jrockit 1.5.0_15-x86
- AR Mid-Tier 7.1 Patch 005
Platform
- IBM xSeries 346
- SUSE Linux 9
- Kernel Level 2.6.5-7.276-bigsmp
- 2 CPU 3601 MHz: Dual Core
- 8 GB Ram
Psysadm-ap56y – Mid Tier 3
Installed Software
- Weblogic 9.1
- JDK Jrockit 1.5.0_15-x86
- AR Mid-Tier 7.1 Patch 005
Platform
- IBM xSeries 346
- SUSE Linux 9
- Kernel Level 2.6.5-7.276-bigsmp
- 2 CPU 3601 MHz: Dual Core
- 16 GB Ram
Fannie Mae Think Client Users
BMC Remedy ARS User Tool
Version 7.1.00 Patch 005
Fannie Mae End Users
BMC Remedy Web (via Mid-Tier)
Internet Explorer
Version 6.0.2900.2180
PORPCM01 – DB Instance
(Active)
Product Name Version Patch Function
BMC Atrium
BMC Analytics for Business Service Management 2.5.00
Analyzes data and creates ad hoc reports for AR System and BMC
Remedy IT Service Management applications.
BMC Atrium Configuration Management
Database (CMDB)
2.1.00
004
(for Solaris, hotfix
SW00302128 was applied)
Stores information about the IT configuration,
including both Cis and relationships.
BMC Dashboards for Business Service
Management
2.5.00
Provides interactive, real-time access to key service support metrics
for senior IT management to help optimize decisions and accelerate
the results of aligning IT to business goals.
BMC Foundation Discovery and BMC Topology
Discovery
1.6.00 hotfix SW00304108 applied
Provides an automated method for discovering, cataloging, and
maintaining a company’s configuration data.
Service Support
BMC Remedy Action Request System (ARS) 7.1.00 005
Enables the building of powerful business workflow applications
which can automatically track anything that is important to the
processes in your enterprise. Companies use AR System to track
such diverse items as stock trades, benefits data, inventory
assets, spare parts, and order fulfillment. A common use of AR
System is to automate the initial helpdesk.
BMC Remedy IT Service Management (ITSM)
including:
- BMC Remedy Asset Management
- BMC Remedy Change Management
- BMC Remedy Service Desk including:
- BMC Remedy Incident Management
- BMC Remedy Problem Management
7.0.03
008
(which is not cummumative
and requires patch 007)
􀂄 The BMC Remedy Asset Management application lets IT
professionals track and manage enterprise CIs—and their
changing relationships—throughout the entire CI lifecycle .
􀂄 BMC Remedy Change Management provides IT organizations
with the ability to manage changes by enabling them to assess
impact , risk , and resource requirements , and then create plans
and automate approval functions for implementing changes .
􀂄BMC Remedy Service Desk allows IT professionals to manage
incidents , problem investigations , known errors , and solution
database entries .
BMC Remedy Knowledge Management 7.2.00 002
Allows users to author and search for solutions in a knowledge base.
It includes a comprehensive editor with extensive editing tools and a
robust search engine that allows users to search for solutions using
natural language or Boolean searches.
BMC Service Level Management (SLM) 7.1.00 001
Makes use of users contracts, agreements, and service targets
to monitor the performance of a service, other configuration
items, or infrastructure processes.
BMC Service Request Management (SRM) 2.2.00 001
Allows IT to define offered services, publish those services in a
service catalog and automate the fulfillment of those services for their
users.
Service Automation
BMC Atrium Integration Engine (AIE) 7.1.00 004
Transfers data between a third party data source and AR System
forms or CMDB data classes.
5 6 87
REPORTING
FM-PUSYSADMEIE –
SQL DataLoad Server (Primary)
Processes responsible for:
- SQL CI Data Loads
Installed Software
- AIE 7.1.00 Patch 004
Platform
- HP ProLiant DL380 G4
- Windows Server Enterprise Edition SP1
- 4 CPU 34000 MHz Dual Core
- 8 GB Ram
Psysadm-apxxa –
Reporting Mid Tier
Installed Software
- Weblogic 9.1.0
- JDK Jrockit 1.5.0_15-x86
- AR Mid-Tier 7.1 Patch 005
Platform
- IBM xSeries 346
- SUSE Linux 9
- Kernel Level 2.6.5-7.276-bigsmp
- 2 CPU 3601 MHz: Dual Core
- 16 GB Ram
A. Direct connect via Arsystem ODBC Driver
B. ARS native client users (User Tool)
C. ARS web user via Mid-Tier
Reporting Users
Veritas Cluster Server (VCS) Pair
11
12
PORPCM01 – DB Instance
(Passive)
PORRPT01 – DB Instance
(Active)
600 Users (Normal Load)
A failure of one of
the OLTP (Online
Transaction
Processing
Servers) ARSystem
application servers
in the Server Group
will result in
performance
degradation as all
users will have to
be supported by
remaining servers.
This architecture diagram shows
the primary datacenter
infrastructure (Urbana – right
side of diagram) and the failover
datacenter infrastructure (Reston
– left side of diagram). The
slightly shaded infrastructure
elements represent standby
connections that are enabled
during disaster recovery or
outage situations.
Reporting users can either utilize
standard reports available in the
native environment or directly
connect to the database for
custom reporting.
Oracle Streams – for information distribution
Oracle Data Guard – for disaster recovery
Integration requirements will be detailed on a
separate document “ITSMv7 Integration
Diagram”. The Integrations will be
categorized in the following areas:
- Consuming Applications
- Foundation Data Integrations
- Transactional Data Integrations
- CMDB Data Integrations
Response Time -
Response times should be <5 seconds for basic
transaction (e.g. browsing categorizations,
open/search of a single incident, identify
customer info..) and <10 seconds for complex
transactions (save incident and auto-assign,
save change and determine approvals..).
CMDB Refresh rate -
- x Cis
- 2% weekly change
- Cis reconciled nightly
Performance SLA
Redundancy -
Redundancy has been built into each tier of the solution
to support in some cases automatic and semi-automatic
transfer of functions.
% Availability -
- Web Tier 99.99% (20hrs scheduled downtime per year)
- App Tier 99.99% (20hrs scheduled downtime per year)
- DB Tier 99.99% (20hrs scheduled downtime per year)
Failover Requirements
The reporting environment
was not architected to
support high availability or
disaster recovery. Data
transfer is handled via Oracle
Streams from the Primary
Database to the Reporting
Database.
Load distribution
Architecture Design Assumptions
1. Support entire Architecture Solution including
current ITSMv7 components and items under
consideration for future expansion.
2. Support up to 1000 concurrent users during
normal operating hours (using existing user base
population) and a max load 1600 concurrent users
at stress conditions.
3. Support for high availability.
4. Support for disaster recovery.
5. No Support for HA/disaster recovery for
reporting.
6. Fannie Mae’s network infrastructure is reliable
and can support an enterprise class application.
7. Online Transaction Processing (OLTP) and
Integrations will be separated/isolated at the
application tier.
8. Reporting will be separated/isolated at the
database tier.
Rention and Archive Policy
Incidents – Archive after closed 12 months
Problems – Archive after closed 18 months
Changes – Archive after closed 18 months
RESTON
URBANA
Architecture Solution - BMC application stack (BSM Interoperability 2.7 – Nov 2008)
DR Philosophy -
In this design, partial DR will be achieved with
reduced functionality and performance.
DR Sites -
- Urbana (Primary Site)
- Reston (Contingency Site)
Replication Technology
- Oracle Data Streams
- Oracle Data Guard
Disaster Recovery
Load distribution
10
The reporting environment
can serve as the
foundation for future
technologies under
consideration including:
BMC Analytics
BMC Dashboards
FM Business Objects
Psysadm-rptxx –
Reporting App Server
Installed Software
- AR System 7.1.00 Patch 005
Platform
- VMWARE Virtual Server on ESX 3.0.1
- Windows Server 2003 Enterprise SP1
- 2 CPU 3400 Mhz
- 2 GB Ram
This diagram describes the physical architecture
required to support the Fannie Mae BMC Remedy
Production environment. This diagram does not
include product-level installation, configuration,
administration or deployment information.
02/10/09Page 1 of 2 RLB
ITSMv7 Server Architecture 8.0
Environment Description
This production environment is used by
Fannie Mae end-users and support staff
to access deployed applications. This is
the final location that application code is
deployed to and also the final
environment that system upgrades and
changes are applied to.
Failover Connections
Reporting
External System Integrations
Database Transactions
Web Transactions (RemedyWEB)
CMDB/AIE Integrations
User Tool Transactions (RemedyPROD)
Drawing Legend
SunFire V490
Sun
SunFire V490
Sun
SunFire V490
Sun
SunFire V490
Sun
SunFire V490
Sun
SunFire V490
Sun
SunFire V490
Sun
9
Host NOT Defined
Host NOT Defined
1 2 3 4
14
SunFire V490
Sun
ARS SERVER GROUP
Psysadm-ap56z – Mid Tier 4
Installed Software
- Weblogic 9.1
- JDK Jrockit 1.5.0_15-x86
- AR Mid-Tier 7.1 Patch 005
Platform
- IBM xSeries 346
- SUSE Linux 9
- Kernel Level 2.6.5-7.276-bigsmp
- 2 CPU 3601 MHz: Dual Core
- 8 GB Ram
800 Users (Max Load)
400 Users (Normal Load)
800 Users (Max Load)
150
200
150
200 50
200
50
200
300
400
300
400
300
400
300
400
400
400
150
200
15
13
A
B
C
No. Name Function Location Fail Function
1 Psysadm-ap56a MidTier 1 Reston Primary
2 Psysadm-ap56b MidTier 2 Reston Primary
3 Psysadm-ap56y MidTier 3 Urbana Primary
4 Psysadm-ap56z MidTier 4 Urbana Primary
5 Psysadm07a OTLP Application Server #1 Reston Contingency for AIE
6 Psysadm07b OLTP Application Server #2 Reston Primary
7 Psysadm07y OLTP Application Server #3 Urbana Primary
8 Psysadm07z OLTP Application Server #4 Urbana Primary for AIE
9 FM-CRSYSADMEIE SQL AIE #1 Reston Contingency
10 FM-PUSYSADMEIE SQL AIE #2 Urbana Primary
11 Psysadm06y Database Host #1 Urbana Primary
12 Psysadm06z Database Host #2 Urbana Primary
13 Csysadm06a Database Host #3 Reston Contingency
14 Psysadm-apxxa MidTier (Reporting) Reston
15 Psysadm-rptxx Application Server (Reporting) Reston
Server List
R
em
edyPR
O
D R
em
edyW
EB
Csysadm06a – Database Server #3
Processes responsible for:
- Contingency Database Host
- Reporting Database Host
Installed Software
-Oracle 10g
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 16GB Ram
- 4 CPU 1350 MHz Dual Core
FM-CRSYSADMEIE –
SQL DataLoad (Contingency)
Processes responsible for:
- SQL CI Data Loads
Installed Software
- AIE 7.1.00 Patch 004
Platform
- VMWare Virtual Server on ESX 3.0.1
- Windows Server Enterprise Edition SP1
- 4 CPU 34000 MHz Dual Core
- 2 GB Ram
CMDB / AIE Interfaces
External System Integrations
Interfaces to and from Database
Interfaces to Application Server
Psysadm06y – Database Server #1
Processes responsible for:
- Primary Database Host
Installed Software
-Oracle 10g
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 32GB Ram
- 4 CPU 1350 MHz Dual Core
Psysadm06z – Database Server #2
Processes responsible for:
- Secondary Database Host
Installed Software
-Oracle 10g
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 32GB Ram
- 4 CPU 1350 MHz Dual Core
Consuming Applications (Consumer)
- Surveys
- HOSS Reporting
- SOL
Foundation Data Interfaces (Providers)
- LDAP
Transactional Data Integrations
ITSM (Incident)
- Apropos
- Automated Password Reset (Courion)
- Knowledge Center (ATG)
- R/AM
- eFanniemae.com (HelpCenter included)
- eSupport
- Netcool
Interfaces NOT Defined
1000
1600
UNIX based exchanges
SQL based
exchanges
Psysadm07z – OLTP Server #4
Processes responsible for:
- Primary OLTP for web Users
- Integration/Administration (primary)*
- Reconciliation Engine (primary)*
- Escalations (primary)*
- CI Data Load via AIE*
- Paging (primary)
- Email (primary)
Installed Software
- AR System 7.1.00 Patch 005
- ITSM 7.0.03 Patch 008
- SLM 7.1.00 Patch 001
- Atrium CMDB 2.1 Patch 004
- AIE 7.1.00 Patch 003
- TeleAlert 5.5
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 4 CPU 1350 MHz Dual Core
- 16 GB Ram
Psysadm-ap56a – Mid Tier 1
Installed Software
- Weblogic 9.1
- JDK Jrockit 1.5.0_15-x86
- AR Mid-Tier 7.1 Patch 005
Platform
- IBM xSeries 346
- SUSE Linux 9
- Kernel Level 2.6.5-7.276-bigsmp
- 2 CPU 3601 MHz: Dual Core
- 16 GB Ram
Psysadm07a – OLTP Server #1
Processes responsible for:
- Secondary OLTP for web Users
- Integration/Administration (Failover)*
- Reconciliation Engine (Failover)*
- Escalations (Failover)*
- CI Data Load via AIE (Failover)*
- Paging (Failover)
- Email (Failover)
Installed Software
- AR System 7.1.00 Patch 005
- ITSM 7.0.03 Patch 008
- SLM 7.1.00 Patch 001
- Atrium CMDB 2.1 Patch 004
- AIE 7.1.00 Patch 003
- TeleAlert 5.5
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 4 CPU 1350 MHz Dual Core
- 16 GB Ram
Psysadm07b – OLTP Server #2
Processes responsible for:
- Secondary OLTP for Native Users
Installed Software
- AR System 7.1.00 Patch 005
- ITSM 7.0.03 Patch 008
- SLM 7.1.00 Patch 001
- Atrium CMDB 2.1 Patch 004
- TeleAlert 5.5
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 4 CPU 1350 MHz Dual Core
- 16 GB Ram
Psysadm07y – OLTP Server #3
Processes responsible for:
- Primary OLTP for Native Users
Installed Software
- AR System 7.1.00 Patch 005
- ITSM 7.0.03 Patch 008
- SLM 7.1.00 Patch 001
- Atrium CMDB 2.1 Patch 004
- TeleAlert 5.5
Platform
- Sun Fire V490
- Solaris 5.10
- Kernel Level Generic_125100-04
- 4 CPU 1350 MHz Dual Core
- 16 GB Ram
Port
7001 Port
7001
Port
7001
Port
7001
TCP
1100TCP
1100
TCP
1100
TCP
1100