Table of ContentsIntroduction........................................................................................................................3Products Overview.............................................................................................................3

BMC ProactiveNet Performance Management (BPPM).............................................................3BMC Event and Impact Management (BEIM)............................................................................3BMC Patrol..................................................................................................................................3BMC Atrium Orchestrator (BAO)...............................................................................................3BMC Atrium CMDB...................................................................................................................4BMC IT Service Management.....................................................................................................4BMC Product Compatibility Matrix............................................................................................4

Deployment Diagram - end to end monitoring...............................................................4New Tenant On-boarding.................................................................................................5

Configurations on the tenant side – Data Collection host...........................................................5Configurations on the BPPM Server for Events and Collectors..................................................6Configurations on the BPPM Server for Device Groups.............................................................9Configurations on the BPPM Server for Remote Actions...........................................................9Configurations on the BPPM Server for Tenant Users...............................................................9Configuration of Monitoring BPPM server...............................................................................10Configuration of IBRSD and ITSM for Company Information................................................12Configuration of User Assignement..........................................................................................21Customizations done at Tenant Cell, how it can be available at BPPM server.........................21

Hardware Configuration.................................................................................................21MTaaSTM BPPM Environment:...............................................................................................21Customer Environment – Every customer needs.......................................................................22

Known Issues....................................................................................................................23Default Ports and their use.............................................................................................24Appendix – A....................................................................................................................25

Configuring Data Execution Prevention (DEP)........................................................................26Configuring Terminal Services to save log file.........................................................................26Licensing BMC ProactiveNet Server........................................................................................26Licensing BMC Remedy AR Server and Applications.............................................................26

IntroductionThis white paper provides a starting point for anyone considering deploying BMC ProactiveNet Performance Management (BPPM) infrastructure in a shared service environment. Specifically, it consolidates important installation and configuration steps of BPPM and other BMC integrated products (monitoring layer). It lists known issues to help simplify installation and configuration across products. This document is specifically designed to for HCL MTaaSTM as reference.

Disclaimer – The document has been verified in BMC demo and test environment. In order to deploy BPPM and its integrated products in a production environment, BMC recommends working with Solution Consultants / professional services.

Products OverviewSuccessfully deploying BPPM as part of the larger BSM solution can help IT organizations proactively manage their IT environments by helping to improve availability and to reduce costs. A first step in achieving a success deployment is to confirm a basic understanding of the product set involved.

BMC ProactiveNet Performance Management (BPPM)BMC ProactiveNet Performance Management provides an integrated platform that combines the powerful event rule engine from BMC Event Management and the data analytics from BMC ProactiveNet (which includes base lining, abnormality detection and RCA algorithms) in a single seamless solution.

BMC Event and Impact Management (BEIM)The BMC Event and Impact Management provide event management and service impact management technologies to enable BSM. The BMC Event Manager (BMC EM) solution provides real-time event management for proactive detection and resolution of IT problems before they have an impact on critical IT systems. It provides a view of the operational state of the IT infrastructure. If service impact management is implemented, any events that occur in the IT environment are processed by the event manager and reflected in the service model. The BMC Service Impact Manager (BMC SIM) solution provides real-time impact management to determine the effect of IT problems on business services.

BMC Patrol BMC Patrol is a monitoring tool that monitors IT systems, applications, databases, network appliances for its availability and reliability. It uses its own agent to collect the availability and performance data. BMC ProactiveNet is configured by default to communicate with BMC Patrol agents to extract system, process, disk file system, log file monitoring, VMware systems, databases performances.

BMC Atrium Orchestrator (BAO)BMC Atrium Orchestrator is a suite of components that empowers operators with process-based control. With its workflow-based process templates, customers can rapidly adapt and deploy functional design to ensure consistent and appropriate, policy based response across enterprise. With the integration of BMC Atrium Orchestrator, BPPM provides the BMC Triage and Remediation Solution. It can be used for getting EMAIL probes to BPPM server. It can be used for ticketing solution with third party service desk like Avita, CA Unicenter etc.

BMC Atrium CMDBBMC Atrium core a centralized configuration management database (CMDB) that stores configuration items available in an enterprise. Customers can import the CIs from the BMC Atrium CMDB to define the devices, services, and applications that they want to monitor in BMC ProactiveNet. BMC ProactiveNet leverages the service relationship information from the configuration items (CIs) in BMC Atrium CMDB for the devices, services, and applications that are monitored by BMC ProactiveNet to produce better results for Probable Cause Analysis.

BMC IT Service ManagementBMC Remedy ITSM reduces complexity and makes customer support, change management, and asset management integrated and efficient. It applies a repeatable process for production changes to improve the stability of business services while managing required changes. It streamlines the processes around IT service desk, asset management, and change management operations. The Integration for BMC Remedy Service Desk (IBRSD) component adds business context to incidents by enabling bidirectional flow of information between BMC Service Impact Manager (BMC SIM) or BMC Event Manager (BMC EM) and BMC Remedy Service Desk.

BMC Product Compatibility MatrixA second step would be to check product Compatibility Matrix and pre-requisites. You may need to check the BMC Proactive Performance Management 8.5 Deployment or getting started guide for details. For the latest supported versions and patches for a particular product, refer to the Customer Support website at http://www.bmc.com/support_home.

Deployment Diagram - end to end monitoring

Fig 1: End 2 End monitoring Deployment Diagram

New Tenant On-boarding

Configurations on the tenant side – Data Collection host

Install Remote ProactiveNet Agent on the Data Collection host at tenant site [Remote cell would get installed as part of the Remote Agent]

Install the Patrol Agent on the client environment and setup the adapters to get the data collection. (Refer to Deployment Guide which comes with BPPM8.5 or other BPPM guides for details)

Write the refine rule for enrichment of the itsm_company in the remote cell.Steps to write the refine rule for enrich the ITSM Company. Create the new MRL file with following rules.

refine enrich_itsm_company : EVENT ($EV) where [ $EV.status == OPEN AND $EV.status != CLOSED ] {

o $EV.itsm_company = 'COMPANY_NAME'; } END

Make the entry into the .load fileCompile the cell “mccomp –n <CELL_NAME>”

Restart the cell “mcontrol –n <CELL_NAME> restart”

Create propagation policy to propagate events from remote cell to BPPM server.Create the new propagation rule for propagate events from remote cell to BPPM server

propagate to_bppm_server:

EVENT ($EV)

to all [ 'NAME_OF_THE BPPM SERVER’ ]

END

Make the entry into the .load file.Compile the cell “mccomp –n <CELL_NAME>”Restart the cell “mcontrol –n <CELL_NAME> restart”Add the entry of BPPM SERVER in the mcell.dir file of the tenant cell. And execute “mcontrol –n <CELL_NAME> reload dir”

Configurations on the BPPM Server for Events and Collectors

Configure the ALARM/ABNORMLITY for multi – tenancy using the dynamic Enrichment policy.Go to the BPPM server.Login into the Admin Console.Go to “Event Management Policy” Tab.Create the new selector for PPM_EV as shown below.

Fig 2: Creating Selector

Create the Mapping File for Device vis-à-vis Company at location where admin console is installed on windows example : “C:\Program Files\ProactiveNet\pw\admin\etc\samples\”Make a copy of location.csv example : Device_Company_Mapping.csvAdd the data into Device_Company_Mapping.csv file. Like

# mc_host(Host),itsm_company(Location)

pngp4749*,Axis

pun-ldom-rds74*,ICICI

Create the Dynamic Enrichment Policy using the selector previously created and import the data from Device_Comapny_Mapping.csv file.

Fig 3: Dynamic Enrichment Policy

Fig 4 : Import Dynamic Enrichment Data [Device vis-à-vis Company]

New Collector on the BPPM serverGo the collector directory inside KB directory.Create the new MRL file for the new tenant. Replace TENANT_NAME appropriately Example as below:

============================Collector MRL example Begins========================

collector <TENANT_NAME>:{# Replace Tenant Roles

r['<TENANT_NAME>_Role', 'Full Access']w['<TENANT_NAME>_Role', 'Full Access']x['<TENANT_NAME>_Role', 'Full Access']

}END

collector <TENANT_NAME>.'By Status':{# Replace Tenant Roles r['<TENANT_NAME>_Role', 'Full Access']

w['<TENANT_NAME>_Role', 'Full Access']x['<TENANT_NAME>_Role', 'Full Access']

}END

collector <TENANT_NAME>.'By Status'.Open:EVENT where [

$THIS.status == OPEN AND itsm_company: == '<TENANT_NAME>']END

collector <TENANT_NAME>.'By Status'.Acknowledged:EVENT where [

$THIS.status == ACK AND itsm_company: == '<TENANT_NAME>']END

collector <TENANT_NAME>.'By Status'.Assigned:EVENT where [

$THIS.status == ASSIGNED AND itsm_company: == '<TENANT_NAME>']END

collector <TENANT_NAME>.'By Status'.Closed:EVENT where [

$THIS.status == CLOSED AND itsm_company: == '<TENANT_NAME>']END

collector <TENANT_NAME>.'By Status'.Blackout:

EVENT where [

$THIS.status == BLACKOUT AND itsm_company: == '<TENANT_NAME>']END==============================Example ends====================================

Make the entry into the .load file for new mrl and comment out rest of the entries from .load file.Compile the cell “mccomp –n <CELL_NAME>”Restart the cell “mcontrol –n <CELL_NAME> restart”

Configurations on the BPPM Server for Device Groups

Create the Device Group for the tenant devices.Login into the Admin Console.Go to Groups and select “Add Groups” Provide the name of the Group <Tenant_Device_Group>In the device selection, select the device which is for the tenant.Click Finish to add the Group.

Note: If tenant devices follow a particular naming convention, you can use rule to add devices to this tenant group.

Configurations on the BPPM Server for Remote Actions

Give permission to tenant for accessing the remote actions.Go to cell home directory on child BPPM server [ %MCELL_HOME% ]Go to etc/<CELL_NAME>/kb/bin directory.Edit the remote action mrl file(s) which has the remote actions and you want tenant to access that remote action(s).Add the tenant role in the list of remote actions roles and save the mrl file example :

action 'Trigger Remedy Incident For Event':

{

['Service Administrators','Service Operators - Senior','Event Administrator','Event Operator','Event Operator Supervisor','Full Access', ‘<TENANT_ROLE>]

} ["Destination":STRING($destination)] :

Compile the cell mccomp –n <CELL_NAME>Restart the cell mcontrol –n <CELL_NAME> restart

Configurations on the BPPM Server for Tenant Users

User CreationCreate the role for the new tenant. Login into the Admin Console. Create the new role for the tenant <Tenant_Role>. Provide the following permission to role

Select category as “Data Collection” and select all the permissions. Select category as “Event” select all the permissions except “Edit Global

Default for tile view” Select category as “Graphs” and provide all the permissions.

Create the group for the new tenant.Login into the Admin Console.Create the new group for the tenant <Tenant_Group>Select the role you have created previously <Tenant_Role>In the “Views” tab select “Restricted Views”In the “Groups” tab select “Restricted Groups” and select the Device Group you have created for the tenant <Tenant_Device_Group>In the “Diagnostics” tab select “Restricted Diagnostics”In the “Folders” tab select “Restricted Event Folder” and “Restricted Component Folders”

Create the user for the new tenantLogin into the Admin Console.Create the new user for the tenant.Select the Group you have created previously <Tenant_Group>

Configuration of Monitoring BPPM server

Create the propagation policy for self monitoring of child BPPM server.Add the entry of Master BPPM server into Child BPPM server mcell.dir file.Run “mcontrol –n <CELL_NAME> reload dir” command.Login into the Admin Console.

Go to “Event Management Policies” tab and create the new collector for PPM_EV as follows. In the “Event Selection Criteria” select mc_host contains <CHILD_BPPM_SERVER_HOST>

Fig 5: Creating Selector at BPPM server level

Create the propagation policy using the selector created above and select the Master BPPM server in propagate list.

Fig 6: Creating Propagation Policy at BPPM Server

Create the topology view at Master BPPM Server.Login into the Admin Console.Go to Device->Server and select “Add Server”Add the Devices for Child BPPM Servers and Tenant host where remote cell/patrol agent/event adapters are running.Go to the Service Editor and create the Topology view. As Show below

Configuration of IBRSD and ITSM for Company Information

Creation of Company in ITSM.Follow the steps belowCreating a Company in company form of ITSM

Note: Company name is case sensitive. The name you specified in the ITSM needs to be use in collector mrl file also.

Configuration of User Assignement

User AssignmentFor Assignment of the event, to see the users of respective company user must set the preference accordingly to see only user belonging to your group.

Customizations done at Tenant Cell, how it can be available at BPPM serverCustomer has added the custom class SERVERS_LOGIN_ATTACK at remote cell.

MC_EV_CLASS :

SERVERS_LOGIN_ATTACK ISA EVENT

DEFINES

{

hostname: STRING;

origin: STRING;

num_servers: INTEGER;

};

END

To get the events of the same class at the Child BPPM server. Copy the baroc file from tenant to child BPPM server.Make the entry in .load file of child BPPM server cell.Compile the cell using “mccomp –n <CELL_NAME>”Reload the KB at child BPPM server using “mconrol -n <CELL_NAME> reload kb”

Hardware ConfigurationThe following figure depicts a notional layout of BMC ProactiveNet Performance Management alone implementation. The provided hardware configuration for ProactiveNet Server and ProactiveNet Agent is minimally recommended.

MTaaSTM BPPM Environment:o BPPM Server – 8-core, 32 Gb RAM, 500 GB hard disk

(Cluster Deployment x2) for up to 30 userso X Instances of above configuration needed - providing full analytics and

eventingo Monitoring server (optional) 2-core, 8 Gb RAM, 200 GB HD

Customer Environment – Every customer needso Event Adapters: Footprint per adapter

Disk space – 1 MbRAM - 10 MbCPU 10-15% when processing events at a rate of 30/sec

o Patrol Proxy + BPPM Remote adapter + Cell - 2-Core, 4 GB RAM machine

Known Issues

Default Ports and their useThe following are the default port numbers that are assigned during the install of listed BMC Products. This table can be referred to verify the possible conflicts of ports, when more than one BMC products are installed on a single system. To find out which port numbers are already in use, use the netstat -na command (UNIX) or the netstat -a command (Windows) at the command prompt.

Default Ports for ProactiveNet Performance Management

Default port for BMC Impact Management

Default ports for BMC PATROL

Default Ports for BMC Remedy Action Request System

Appendix – AThis appendix provides the configuration steps that are applicable to deployment of one or more use cases described in this white paper. The given steps and file names are based on windows 2003 platform to provide the conceptual understanding, unless it is specifically mentioned.

Configuring Data Execution Prevention (DEP)Follow these steps to configure DEP to exclude the installer executable

1. Go to the Control Panel -> System -> Select the Advanced Tab and then settings button in performance Section. Select Data Execution Prevention Tab.

2. Add the install executable (e,g setup.exe) to DEP by clicking Add button. Select Apply and OK.3. Reboot the system

Configuring Terminal Services to save log fileFollow these steps to configure terminal services to save log file

1. From the Windows Start menu, click Run.2. Type tscc.msc, and then click OK.3. In Server Settings, set Delete temporary folders on exit to No.4. Set Use temporary folders per session to No.5. Restart the computer.

If the settings do not take affect, complete the following steps:

1. From the Windows Start menu, click Run.2. Type regedit, and then click OK.3. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Terminal Server.4. Update PerSessionTempDir to 0 and DeleteTempDirsOnExit to 0.5. Restart the computer.

Licensing BMC ProactiveNet ServerFollow these steps to license ProactiveNet Server.

1. Copy the license file to <Install Location>\pw\licenses2. Run the command – pw license update

Licensing BMC Remedy AR Server and ApplicationsUsing BMC Remedy AR User tool or BMC Remedy Midtier, follow these steps to add the appropriate licenses. These licenses are pre-requisite to proceed with the install of BMC Atrium CMDB components and BMC Remedy Service Desk.

1. Select BMC Remedy AR System Administration Console2. Select System -> General -> Add or Remove Licenses3. Click Add New4. In the fields under the table, enter the following information

License type – Select the type of license to activate Number of licenses – Enter the appropriate number of licenses Key – Enter the appropriate license key (Server licenses only) Expiration Date – Enter the date for trial licenses