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Service Manager 9.6x Deployment Sizing Guide Page 1
Technical white paper
Service Manager 9.6x Deployment Sizing Guide
Software version: 9.6x
Document release date: February 2020
Contents Introduction .............................................................................................................................................................................................. 6
Terminology ............................................................................................................................................................................................ 6
Service Manager sizing questions .......................................................................................................................................................... 7
Service Manager sample deployment..................................................................................................................................................... 9
Prepare for sizing ................................................................................................................................................................................... 10
Hardware – size for 50 users ................................................................................................................................................................. 11
Service Manager deployment sizing ..................................................................................................................................................... 12
Deployment mode ................................................................................................................................................................................ 12
Service Manager application server and load balancer ......................................................................................................................................... 12
Service Manager web tier ............................................................................................................................................................................................. 13
Service Manager Knowledge Management .............................................................................................................................................................. 13
Minimum required reference configurations ......................................................................................................................................... 13
Service Manager application server ........................................................................................................................................................................... 13
Service Manager web tier ............................................................................................................................................................................................. 15
Service Manager load balancer server ...................................................................................................................................................................... 15
Service Manager Knowledge Management .............................................................................................................................................................. 15
Service Manager virtualization .................................................................................................................................................................................... 16
Service Manager Mobility deployment sizing ...................................................................................................................................... 16
Deployment mode ................................................................................................................................................................................ 16
Minimum required reference configurations ......................................................................................................................................... 17
Service Manager Service Request Catalog deployment sizing .......................................................................................................... 18
Deployment mode ................................................................................................................................................................................ 18
Minimum required reference configurations ......................................................................................................................................... 19
Service Manager Smart Analytics deployment sizing ......................................................................................................................... 20
Deployment mode ................................................................................................................................................................................ 20
Minimum required reference configurations ......................................................................................................................................... 24
Service Manager Collaboration deployment sizing ............................................................................................................................. 27
Service Manager 9.6x Deployment Sizing Guide Page 2
Deployment mode ................................................................................................................................................................................ 27
Minimum required reference configurations ......................................................................................................................................... 27
Service Manager Service Portal deployment sizing ............................................................................................................................ 28
Deployment mode ................................................................................................................................................................................ 28
Minimum required reference configurations ......................................................................................................................................... 29
Service Manager Smart Email deployment sizing ............................................................................................................................... 31
Deployment mode ................................................................................................................................................................................ 31
Minimum required reference configurations ......................................................................................................................................... 32
Service Manager IdM deployment sizing.............................................................................................................................................. 33
Deployment mode ................................................................................................................................................................................ 33
Minimum required reference configurations ......................................................................................................................................... 33
Service Manager on AWS deployment sizing ...................................................................................................................................... 34
Deployment mode ................................................................................................................................................................................ 34
Reference configuration for 1500 concurrent users .............................................................................................................................. 35
Webtier ............................................................................................................................................................................................................................. 35
Server primary host ....................................................................................................................................................................................................... 35
Server secondary hosts ................................................................................................................................................................................................ 35
RDS Database ................................................................................................................................................................................................................. 35
Service Manager on Azure deployment sizing .................................................................................................................................... 36
Deployment mode ................................................................................................................................................................................ 36
Reference configuration for 2000 concurrent users .............................................................................................................................. 37
Webtier ............................................................................................................................................................................................................................. 37
Server primary host ....................................................................................................................................................................................................... 37
Server secondary hosts ................................................................................................................................................................................................ 37
Database .......................................................................................................................................................................................................................... 37
Rules of thumb ....................................................................................................................................................................................... 38
Service Manager server (servlet container) .......................................................................................................................................... 38
Service Manager web tier and Mobility ................................................................................................................................................. 38
Service Manager software load balancer ............................................................................................................................................. 38
Service Manager RDBMS server ......................................................................................................................................................... 39
Service Manager virtualized environment (VMware) ............................................................................................................................ 39
Service Manager Service Request Catalog .......................................................................................................................................... 39
Service Manager Service Portal ........................................................................................................................................................... 40
Service Manager Collaboration ............................................................................................................................................................ 41
Service Manager Smart Email .............................................................................................................................................................. 41
Service Manager Smart Analytics ........................................................................................................................................................ 41
Service Manager Smart Analytics server .................................................................................................................................................................. 41
Service Manager Smart Analytics image server ...................................................................................................................................................... 43
Service Manager Knowledge Management search engine .................................................................................................................. 43
Service Manager - small environment deployment ............................................................................................................................... 43
Appendix A: Service Manager 9.64 CHO – Oracle 3000 user example .............................................................................................. 45
Introduction ........................................................................................................................................................................................... 45
Deployment diagram ............................................................................................................................................................................ 45
Hardware .............................................................................................................................................................................................. 45
Software ............................................................................................................................................................................................... 45
Service Manager 9.6x Deployment Sizing Guide Page 3
Performance success criteria ............................................................................................................................................................... 46
Average response times ....................................................................................................................................................................... 46
Appendix B: [AWS] Service Manager 9.63 CHO – PG 1500 user example ........................................................................................ 53
Introduction ........................................................................................................................................................................................... 53
Deployment diagram ............................................................................................................................................................................ 53
Hardware .............................................................................................................................................................................................. 53
Software ............................................................................................................................................................................................... 53
Performance success criteria ............................................................................................................................................................... 53
Average response times ....................................................................................................................................................................... 54
Appendix C: Service Manager 9.63 CHO – Oracle 3000 user example .............................................................................................. 60
Introduction ........................................................................................................................................................................................... 60
Deployment diagram ............................................................................................................................................................................ 61
Hardware .............................................................................................................................................................................................. 61
Software ............................................................................................................................................................................................... 61
Performance success criteria ............................................................................................................................................................... 62
Average response times ....................................................................................................................................................................... 62
Appendix D: Service Manager 9.62 CHO – Oracle 2500 user example .............................................................................................. 68
Introduction ........................................................................................................................................................................................... 68
Deployment diagram ............................................................................................................................................................................ 69
Hardware .............................................................................................................................................................................................. 69
Software ............................................................................................................................................................................................... 69
Performance success criteria ............................................................................................................................................................... 69
Average response times ....................................................................................................................................................................... 70
Appendix E: Service Manager 9.62 CHO – PostgreSQL 1500 user example ..................................................................................... 73
Introduction ........................................................................................................................................................................................... 73
Deployment diagram ............................................................................................................................................................................ 73
Hardware .............................................................................................................................................................................................. 73
Software ............................................................................................................................................................................................... 73
Performance success criteria ............................................................................................................................................................... 74
Average response times ....................................................................................................................................................................... 74
Appendix F: Service Manager 9.61 benchmark – Oracle 2500 user example ................................................................................... 77
Introduction ........................................................................................................................................................................................... 77
Deployment diagram ............................................................................................................................................................................ 77
Hardware .............................................................................................................................................................................................. 77
Software ............................................................................................................................................................................................... 77
Performance success criteria ............................................................................................................................................................... 78
Average response times ....................................................................................................................................................................... 78
Appendix G: Service Manager 9.61 benchmark – PostgreSQL 1000 user example ......................................................................... 80
Introduction ........................................................................................................................................................................................... 80
Deployment diagram ............................................................................................................................................................................ 80
Hardware .............................................................................................................................................................................................. 80
Software ............................................................................................................................................................................................... 81
Performance success criteria ............................................................................................................................................................... 81
Average response times ....................................................................................................................................................................... 81
Appendix H: Service Manager 9.60 benchmark – 10k user example ................................................................................................. 84
Introduction ........................................................................................................................................................................................... 84
Service Manager 9.6x Deployment Sizing Guide Page 4
Deployment diagram ............................................................................................................................................................................ 84
Hardware .............................................................................................................................................................................................. 84
Software ............................................................................................................................................................................................... 85
Performance success criteria ............................................................................................................................................................... 85
Average response times ....................................................................................................................................................................... 86
Appendix I: Service Manager 9.60 SRC benchmark – 400 user example .......................................................................................... 94
Introduction ........................................................................................................................................................................................... 94
Deployment topology ............................................................................................................................................................................ 94
Hardware .............................................................................................................................................................................................. 94
Test Configurations .............................................................................................................................................................................. 94
JDK and Apache Tomcat specifications: .................................................................................................................................................................... 94
Dataset ............................................................................................................................................................................................................................. 95
SRC settings .................................................................................................................................................................................................................... 95
Average response times ....................................................................................................................................................................... 95
Appendix J: Service Manager 9.60 Mobility benchmark – 1,000 user example ................................................................................ 98
Introduction ........................................................................................................................................................................................... 98
Deployment topology ............................................................................................................................................................................ 98
Hardware .............................................................................................................................................................................................. 98
Software ............................................................................................................................................................................................... 98
Average response times ....................................................................................................................................................................... 99
Appendix K: Service Manager 9.60 Service Portal benchmark – 200 user example ...................................................................... 101
Introduction ......................................................................................................................................................................................... 101
Deployment topology .......................................................................................................................................................................... 101
Hardware ............................................................................................................................................................................................ 101
Average response times ..................................................................................................................................................................... 102
Appendix L: Service Manager 9.60 Smart Analytics benchmark – 1,000 user example ................................................................ 104
Introduction ......................................................................................................................................................................................... 104
Deployment topology .......................................................................................................................................................................... 104
Hardware ............................................................................................................................................................................................ 105
Software ............................................................................................................................................................................................. 106
Test configurations ............................................................................................................................................................................. 106
Average response times ..................................................................................................................................................................... 107
Appendix M: Service Manager 9.60 Collaboration benchmark – 400 user example ....................................................................... 108
Introduction ......................................................................................................................................................................................... 108
Results summary ................................................................................................................................................................................ 108
Test environment ................................................................................................................................................................................ 108
Hardware .......................................................................................................................................................................................................................108
Software .........................................................................................................................................................................................................................108
Appendix N: Service Manager 9.60 Survey benchmark – 400 user example .................................................................................. 110
Hardware ............................................................................................................................................................................................ 110
Results summary ................................................................................................................................................................................ 110
Send documentation feedback ........................................................................................................................................................... 112
Legal notices ........................................................................................................................................................................................ 112
Warranty ............................................................................................................................................................................................. 112
Restricted rights legend ...................................................................................................................................................................... 112
Service Manager 9.6x Deployment Sizing Guide Page 5
Copyright notice ................................................................................................................................................................................. 112
Trademark notices .............................................................................................................................................................................. 112
Disclaimer ........................................................................................................................................................................................... 112
Documentation updates...................................................................................................................................................................... 112
Support ............................................................................................................................................................................................... 112
Service Manager 9.6x Deployment Sizing Guide Page 6
Introduction This document provides hardware sizing practices, existing tuning information and high availability recommendations to customers who
want to implement Service Manager 9.6x. All references are based on the benchmark test results and test data in the research &
development laboratory (R&D Lab).
Guides for older versions of Service Manager as well as updated versions of this guide can be found at the following website:
https://softwaresupport.softwaregrp.com/
The reference configuration data supplied in this document is based on a Service Manager out-of-box (OOB) environment, which
includes the web tier, Service Request Catalog (SRC), Service Manager Mobility, Service Manager Service Portal and Smart Analytics
running on top of the Service Manager Runtime Environment (RTE).
Individual implementations may consume more resources or require more resources to perform in an acceptable manner. This includes
running an implementation on top of an earlier version of the Service Manager RTE.
Failure to test the application with the concurrent user load and transaction rate that is expected at the height of daily system usage and
using tailored applications in the test environment may result in an environment that is not large enough to support your requirements.
The recommendations described in this document should be considered the minimum requirements that are needed to run Service
Manager effectively.
Terminology
Term Description
SM Service Manager.
RTE Service Manager Runtime Environment.
SRC Service Request Catalog.
SMSP Service Manager Service Portal.
Concurrent users Online users who have logged on to the system to perform operations and consume system processing resources. It is different from registered users.
Workload User activities that are performed against the system.
Throughput The frequency that end users perform business transactions per hour. For example, 100 orders per hour, 100 requests per hour, and so on.
Test data Business data populated into database to simulate the customers’ data volumes.
Benchmark test A kind of performance testing method to determine a system’s performance quality. In general, it utilizes a load test tool to simulate the concurrent users performing daily operations against the underneath system.
CHO test CHO stands for Continue Hours Operation, extend the benchmark test to between 12 and 72 hours.
Service Manager 9.6x Deployment Sizing Guide Page 7
Service Manager sizing questions The following list of questions is designed to gather the information that is required to make recommendations about the overall system
architecture that you need for your Service Manager environment.
Note:
Although not all of the information requested here is required to size the environment, it is useful information to obtain for a thorough
architecture recommendation.
1. What kind of environment will you use?
A. An on-premise solution administered by internal IT
B. An in-house solution administered by Micro Focus
C. Software as a service
2. What is the expected hardware and software environment?
A. Do you plan to operate in separate development, test, and production environments to ensure quality?
B. Do you have any ITSCM, disaster recovery, or high availability requirements?
C. Do you plan to operate in a virtual environment or on physical machines?
3. Do you have existing hardware that you want to reuse?
A. What operating systems are you using?
B. How many CPUs are there per computer?
C. How much RAM is available per computer?
D. What is the Storage configuration?
E. Any hardware load balancer existing? Like F5.
F. What relational database management system are you using?
4. What is the average/worst network latency in your environment?
5. Can you provide a Microsoft Visio diagram of your network with minimum latency and bandwidth values (see the example
diagram)?
6. Do you plan to use any of the following integrations together with Service Manager? If so, which ones?
A. Inbound/outbound email, SMTP, or POP3
B. Active Directory (LDAP) integration or single sign-on
C. Data import of persons or organizations from an HR or other environment
D. Integration to Universal Configuration Management Database (UCMDB)/CMS
E. Integration to other Micro Focus Software solutions
F. Imported configuration items (CIs)
G. Others
7. Do you have licensing requirements for any of the following?
A. Service Catalog
B. Knowledge Management. If yes, what is the expected number of Knowledge Management users (authors, editors, and
administrators)?
C. Additional languages. If yes, which languages do you expect to operate?
D. IT specialists (Technicians, Administrators, Helpdesk). If yes, what is the overall number of IT specialists? (Technicians,
Administrators, Helpdesk)
E. Named Users. If yes, how many of them should have guaranteed access to Service Manager?
Service Manager 9.6x Deployment Sizing Guide Page 8
F. What are your module-level user requirements for Service Manager?
8. How many concurrent users you are expecting to support? Average and peak numbers are expected.
A. How many users for SM window client?
B. How many users for SM web tier client?
C. How many users for SM SRC client?
D. How many users for SMSP client?
E. How many users for SM mobility client?
F. How many users for SM Collaboration client?
G. How many users for Smart Analytics?
9. What is the geographical breakdown of your user base for each kind of client?
10. What is the expected business transactions throughput in production environment? Average and peak numbers are expected.
A. How many logins per hour?
B. How many interactions will be generated per hour?
C. How many incidents will be generated per hour?
D. How many requests will be generated per hour?
E. How many changes will be generated per hour?
F. How many catalog orders will be generated per hour?
G. How many smart search requests will be generated per hour?
11. What are your expected data volumes (including attachments) for the following modules?
A. Global List
B. Service Desk
C. Incident Management
D. Change Management
E. Problem Management
F. Knowledge Management
G. Request Management
H. Configuration Management
I. Service Level Management
12. What are your reporting requirements?
A. The bundled Crystal Reports solution
B. An external reporting solution
C. Data replication into a data warehouse
Service Manager 9.6x Deployment Sizing Guide Page 9
Service Manager sample deployment See the following diagram for Service Manager sample deployment.
Service Manager 9.6x Deployment Sizing Guide Page 10
Prepare for sizing Sizing is the process of determining the underneath hardware resources to support the business requirement targets in production, for
both the present and the future. No matter whether you need to build a web farm or not, create a database cluster or adopt new
hardware devices such as F5 highly depends on your actual business requirements. High availability or resiliency will produce different
hardware configurations for different scalability requirements. Customers should consider their business growth in the future 3 to 5
years, and plan enough hardware resources to accommodate these changes. In general, customers need to keep at least 30% or more
capacity for the future growth and refer to the system history to evaluate these growth.
For new customers from scratch, sizing recommendations in this guide should be treated as the minimum reference for deployment.
For existing customers who want to upgrade their SM to the latest version, we strongly suggest them to firstly learn the statistics of the
current hardware usage and bottlenecks existing in their production, carefully plan their additional hardware adoption or changes to
address existing issues, and then refer to this guide as complementary.
Before diving into the sizing part, you need to understand the key metrics utilized in this guide to provide recommendations. These
metrics include concurrent users load, business throughput and backend database data volume size. This guide will provide
corresponding values of these metrics for your comparison as well as the related references. For customers who have tremendous
different requirements on the metrics, we suggest to implement individual load and stability tests to make sure that no undersized
hardware resource are planned based on the minimum hardware reference.
See the following detail steps for each sizing decision:
1) Set expected business needs.
2) Get target deployment size level.
3) Retrieve recommended minimum hardware configuration.
4) Consider redundancy for high availability, or design disaster recovery process to prevent data lost.
5) Refer to Rules of Thumb for additional sizing information and tuning practices.
See the following table for sample target deployment size information:
Metrics Small Medium Large
Concurrent users load 200 1000 2000
Interactions per hour 5 25 50
Incidents per hour 5 25 50
Test data in R&D Lab Incidents: 100000
Interactions: 100000
Incidents: 500000
Interactions: 500000
Incidents: 1000000
Interactions: 1000000
A similar table exists in each sizing part. You can quickly get their target deployment size level by comparing their actual business data
with the samples data, and then retrieve the detailed hardware information from the following content in that sizing part.
Here is an example for you to retrieve the recommended minimum hardware configuration.
Service Manager Web Tier
Small
Windows and Linux
HPE DL360 – 2 CPU cores, 6 GB RAM, 55 GB HD
Medium
Windows and Linux
HPE DL360 – 8 CPU cores, 16 GB RAM, 120 GB HD
Large
Windows and Linux
Web tier load balancer: HPE DL360 – 4 CPU cores, 4 GB RAM, 55 GB HD
Web tier: HPE DL360 – 12 CPU cores, 16 GB RAM, 70 GB HD
Service Manager 9.6x Deployment Sizing Guide Page 11
Hardware – size for 50 users All-in-one deployment is a typical requirement for customers with less than 50 concurrent users’ load. Aiming to deploy all services on
one server with less maintenance efforts, this deployment method has some limitations in high availability and scaling in the future. As a
result, we do not recommend a full all-in-one deployment for SM. For example, you can deploy the SM database and the SM Server on
the same computer for demo or testing purpose. However, we recommend to separate the SM database to another computer in actual
production. Though most of the SM related clients and services can be deployed together, SMSP has special requirement on the
underneath operating system and therefore you need to add another server to host it.
At minimum, three servers are recommended to set up all-in-one deployment in production. See the following table:
Usage CPU / RAM / Disk Deployed Services OS
SM Service Portal 4 CPU cores / 12 GB RAM / 60 GB Disk
SM Service Portal, PostgreSQL RedHat Enterprise 7.2
SM Clients and Services 12 CPU cores / 16 GB RAM / 120 GB Disk
SM RTE, SM Web Tier, Mobility, SRC, SM Collaboration, SMA or KM
Windows or Linux
(SM Collaboration only supports Windows)
SM RDBMS 8 CPU cores / 12 GB RAM / 120 GB Disk
SM database like Oracle, MS SQL Server, PostgreSQL
Windows or Linux
Additional considerations:
SM ESS, SRC and SMSP are different portals provided by Service Manager, you may choose some of them. You do not need
to prepare a separate server if you do not need SMSP.
Decrease hardware resources (CPU/RAM/Disk) accordingly if you do not need to implement all SM clients and services,
please.
All servers must be in the same subnet, and the network latency (especially between SM Clients/Services/SM RDBMS) must
be lower than 1ms.
All the servers can be deployed on either virtual machines or physical machines.
Set JVM heap size to 512 MB as the startup option for each web instance when deploying SM Webtier, Mobility, SRC, SM
Collaboration ChatUI seperately.
Set JVM heap size to 2 GB as the startup option for the web instance when deploying SM Webtier, Mobility, SRC, SM
Collaboration ChatUI together.
Add redundant servers to achieve high availability capability so as to avoid single point of failure.
If you do not have high availability enabled, we strongly recommend you to implement the disaster recovery strategy to avoid
data lost.
SM Collaboration supports Windows only, whereas SMSP supports the RedHat Enterprise platform only.
Service Manager 9.6x Deployment Sizing Guide Page 12
Service Manager deployment sizing
Deployment mode
Service Manager application server and load balancer
Standalone mode
The SM application standalone mode comprises only one SM servlet configured on a SM server that has no software load balancer
enabled. This is the simplest deployment mode, you may consider it the base model. SM Windows client/webtier/SRC/mobility/SMSP or
any other integration points which need to consume SM application service can be configured to connect to this servlet’s open ports
directly.
Vertical scaling mode
The SM vertical scaling mode comprises multiple SM servlet container processes running on one SM server that has a software load
balancer enabled. This implementation is typically used in an environment with 200–600 concurrent users, where hardware system
resources are limited. This implementation supports as many client connections as the Service Manager server has available system
resources.
The following diagram demonstrates how SM load balancer deployed with multiple SM servlets on a single server.
Horizontal scaling mode
The SM horizontal scaling mode comprises several SM servers managed by group parameters. Multiple vertically-scaled Service
Manager hosts can be converted to the horizontal scaling mode. Only one software load balancer port needs to be configured. The host
that obtains a license file is the primary host, and the other hosts are secondary hosts.
A horizontal scaling implementation is typically used in large environment in which system scalability and resilience is a concern. A
horizontal scaling implementation can support as many client connections as the sum of the individual Service Manager instances can
support. For example, if each instance can support 50 client connections and there are 6 instances, the system can support 300 client
connections. A horizontal scaling implementation has improved resilience features, such as the ability to stop and start the load
balancer process without causing a total system outage and the ability to add a new servlet container process to a virtual group when
the system is running.
The following diagram demonstrates how SM load balancer deployed with multiple SM servlets on several servers.
Service Manager 9.6x Deployment Sizing Guide Page 13
Note:
In the horizontal scaling mode, the number of supported concurrent users in Service Manager may exceed 10,000.
Service Manager web tier
Service Manager web tier is a web application packaged as either a WAR or an EAR file that needs to be deployed under web
containers such as Tomcat, WebSphere, and so on. These containers provides great capabilities on scalability and clustering support.
Similar to SM application server, web tier also supports single node deployment, vertical scaling on a big server, and horizontal scaling
on clustering of several servers. Refer to the official documents released by the container vendors for the supported load balancers.
Service Manager Knowledge Management
Service Manager Knowledge Management search engine supports single node deployment. For large deployment, we recommend to
enable load balancer on a separate small server and scale out search engine instances on different servers instead of scaling up on a
single big server.
Minimum required reference configurations
Service Manager application server
Metrics Small Medium Large - I Large - II Large - III Extra large
Concurrent users load 200 600 1000 2000 3000 10000
Interactions / hour 95 285 475 950 1425 4750
Incidents / hour 50 150 250 500 750 2500
Changes / hour 18 54 90 180 270 900
Problems / hour 17 51 85 170 255 850
Requests / hour 36 108 180 360 540 1800
Servlet number 6 16 26 52 78 282
SM computers 1 1 1 2 3 12
Note:
1. The values provided in above table have been verified in R&D Lab benchmark testing. If you have different metrics requirements, please adjust hardware size accordingly. See Service Manager Server (Servlet Container) for more information.
Service Manager 9.6x Deployment Sizing Guide Page 14
2. Test data utilized in R&D Lab is 5 million for all kinds of benchmark tests with different concurrent users loads. 3. We recommend that Service Manager 9.6x customers configure an additional computer with three CPU cores to run
background processes. 4. We recommend that customers who use Service Manager Reports heavily configure another replicated database with the
same hardware configuration so as to reduce the performance impact. 5. PostgreSQL is supported by Service Manager as of version 9.61. If you use PostgreSQL as the database, the
recommended maximum concurrent users are about 1000. 6. HugePages is configured for Oracle on Linux in R&D Lab.
Small
Windows and Linux
1 x Service Manager: HPE DL360 – 4 CPU cores, 8GB RAM, 70GB HD
1 x RDBMS (Oracle): HPE DL360 – 2 CPU cores, 8GB RAM, 4 x 146GB RAID10
1 x RDBMS (PostgreSQL): HPE DL360 – 4 CPU cores, 8GB RAM, 4 x 146GB RAID10
Medium
Windows and Linux
1 x Service Manager: HPE DL360 – 4 CPU cores, 24GB RAM, 70GB HD
1 x RDBMS (Oracle): HPE DL580 – 4 CPU cores, 12GB RAM, 4 x 146GB RAID10
1 x RDBMS (PostgreSQL): HPE DL580 – 6 CPU cores, 12GB RAM, 4 x 146GB RAID10
Large - I
Windows and Linux
1 x Service Manager: HPE DL360 – 8 CPU cores, 48GB RAM, 120GB HD
1 x RDBMS (Oracle): HPE DL580 – 6 CPU cores, 32GB RAM, 4 x 146GB RAID10
1 x RDBMS (PostgreSQL): HPE DL580 – 8 CPU cores, 32GB RAM, 4 x 146GB RAID10
Large - II
At this size, we recommend that you run Service Manager on multiple computers in horizontal scaling mode.
Windows and Linux
1 x Service Manager (Load Balancer): HPE DL360 – 2 CPU cores, 2GB RAM, 55GB HD
2 x Service Manager (Servlet): HPE DL360 – 8 CPU cores, 48GB RAM, 120GB HD
1 x RDBMS (Oracle): HPE DL580 – 8 CPU cores, 48GB RAM, 4 x 146GB RAID10
Large - III
At this size, we recommend that you run Service Manager on multiple computers in horizontal scaling mode.
Windows and Linux
1 x Service Manager (Load Balancer): HPE DL360 – 4 CPU cores, 4GB RAM, 55GB HD
3 x Service Manager (Servlet): HPE DL360 – 8 CPU cores, 48GB RAM, 120GB HD
1 x RDBMS (Oracle): HPE DL580 – 12 CPU cores, 48GB RAM, 4 x 146GB RAID10
Extra large
We recommend that you add more computers to scale up the Service Manager system depending on the actual number of
users. Additionally, we recommend that you use a hardware load balancer (such as F5) instead of a software load balancer.
For an example of how we deploy Service Manager systems in the R&D Lab to support a huge number of users, see the
appendices.
Service Manager 9.6x Deployment Sizing Guide Page 15
Service Manager web tier
Metrics Small Medium Large - I Large - II Large - III Extra large
Concurrent users load 200 600 1000 2000 3000 10000
Interactions / hour 95 285 475 950 1425 4750
Incidents / hour 50 150 250 500 7500 2500
Changes / hour 18 54 90 180 270 900
Problems / hour 17 51 85 170 255 850
Requests / hour 36 108 180 360 540 1800
Tomcat Instance 1 3 5 10 15 50
Note:
The values provided in above table have been verified in R&D Lab benchmark testing. If you have different metrics requirements,
please adjust hardware size accordingly.
Small
Windows and Linux
1 x HPE DL360 – 2 CPU cores, 4GB RAM, 55GB HD
Medium
Windows and Linux
1 x HPE DL360 – 2 CPU cores, 6GB RAM, 55GB HD
Large - I
Windows and Linux
1 x HPE DL360 – 4 CPU cores, 8GB RAM, 120GB HD
Large - II
Windows and Linux
1 x HPE DL360 – 8 CPU cores, 16GB RAM, 70GB HD
Large - III
Windows and Linux
1 x Web tier load balancer: HPE DL360 – 4 CPU cores, 4GB RAM, 55GB HD
1 x Web tier: HPE DL360 – 12 CPU cores, 16GB RAM, 70GB HD
Extra large
We recommend that you add more computers to scale up the Service Manager system depending on the actual number of
users. Additionally, we recommend that you use a hardware load balancer (such as F5) instead of a software load balancer.
Service Manager load balancer server
For more information, see Service Manager load balancer server.
Service Manager Knowledge Management
Small (Less than 200 concurrent users)
Windows and Linux
1 x HPE DL360 – 1 CPU core, 2GB RAM, 55GB HD
Medium (200–500 concurrent users)
Service Manager 9.6x Deployment Sizing Guide Page 16
Windows and Linux
1 x HPE DL360 – 2 CPU cores, 4GB RAM, 55GB HD
Large (More than 500 concurrent users)
For more information, see Service Manager Knowledge Management search engine.
Service Manager virtualization
To efficiently run all Service Manager components in a virtual environment, add at least 30% to their recommended sizing.
Service Manager Mobility deployment sizing
Deployment mode
The Mobility application deployment is based on a specific container. In this guide, we provide Tomcat as an example. Therefore, the
deployment's scalability is the same as that of Tomcat containers.
Standalone mode
In the standalone mode, only one Mobility server instance is configured. This Mobility server provides services for all incoming
requests. To achieve high availability capability, you need to add redundant Mobility servers with same configurations and
adopt load balancer between the clients and the servers.
Vertical scaling mode
To extend Mobility application capabilities, you need to add more instances on the same server and add another load balancer
between the clients and the servers. To achieve high availability, you need to add redundant Mobility servers.
Horizontal scaling mode
If you have a large number of customers, you can set up a Mobility web farm to achieve high availability capabilities in the
horizontal scaling mode.
Service Manager 9.6x Deployment Sizing Guide Page 17
Minimum required reference configurations
Metrics Small Medium Large
Concurrent users load 200 600 1000
Logins / hour 600 2000 8600
Pagination searches / hour 40000 130000 270000
Change updates / hour 2000 7000 13000
Change approves / hour 100 320 610
Change denies / hour 80 260 550
Incident updates / hour 2200 7000 13900
Interaction updates / hour 2200 6800 13200
Test data in R&D Lab 1 million 3 million 6 million
Note:
The values provided in above table have been verified in R&D Lab benchmark testing. If you have different metrics requirements,
please adjust hardware size accordingly.
Small
Windows and Linux
1 x Mobility server: HPE DL360 – 4 CPU cores, 6GB RAM, 50GB HD
Medium
Windows and Linux
1 x Mobility server: HPE DL360 – 6 CPU cores, 8GB RAM, 50GB HD
Large
Windows and Linux
1 x Mobility server: HPE DL360 – 8 CPU cores, 12GB RAM, 60GB HD
Service Manager 9.6x Deployment Sizing Guide Page 18
For larger size deployment, scale out by adding more servers with the following configuration. Meanwhile, prepare a new small
server as the load balancer.
Windows and Linux
1 x Load balancer: HPE DL360 – 4 CPU cores, 4GB RAM, 50GB HD
Web server (for each): HPE DL360 – 8 CPU cores, 12GB RAM, 60GB HD
Service Manager Service Request Catalog deployment sizing
Deployment mode
The SRC application deployment is based on a Tomcat container, therefore the deployment's scalability is the same as that of Tomcat
containers. The deployment models may include, but are not limited to, the following:
Standalone mode, in which one Tomcat container holds one SRC application.
Vertical deployment mode, in which multiple Tomcat containers each hold one SRC application.
Horizontal mode, in which multiple Tomcat containers each hold multiple SRC servers on each server, and the implementation
of SRC applications on each server is vertical.
Service Manager 9.6x Deployment Sizing Guide Page 19
Example Service Request Catalog deployment diagram
In this diagram, SW Load Balancer refers to the Service Manager Software Load Balancer, and HW Load Balancer refers to the
Cisco Hardware Load Balancer and the F5 Hardware Load Balancer. As of the release of SRC 9.32, both the Cisco Hardware Load
Balancer and the F5 Hardware Load Balancer are supported. For more information, contact Micro Focus support.
Minimum required reference configurations
Metrics Small Medium Large
Concurrent users load 200 400 800
Logins / hour 600 1500 3500
Submit Requests / hour 170 870 2100
Approval approves / hour 45 110 2800
Approval denies / hour 45 110 2800
Service Manager 9.6x Deployment Sizing Guide Page 20
Metrics Small Medium Large
Change denies / hour 50 120 3000
Submit Survey / hour 50 120 3000
Test data in R&D Lab 0.7 million 1.5 million 3.5 million
Note:
The values provided in above table have been verified in R&D Lab benchmark testing. If you have different metrics requirements,
please adjust hardware size accordingly.
Small
Windows / Linux
1 x SRC server: HPE DL360 – 2 CPU cores, 4GB RAM, 50GB HD
Medium
Windows / Linux
1 x SRC server: HPE DL360 – 4 CPU cores, 6GB RAM, 50GB HD
Large
Windows / Linux
1 x SRC server: HPE DL360 – 8 CPU cores, 16GB RAM, 50GB HD
For configurations with more than 800 SRC concurrent users, we suggest that you scale out and use an Apache HTTP server as the
load balancer. For more information, see Service Manager Service Request Catalog.
Service Manager Smart Analytics deployment sizing
Deployment mode
Service Manager Smart Analytics consists of various components and services to provide different kinds of indexing and searching
needs. The main components are as follows:
Proxy – Includes main proxy, image proxy, and level II proxies such as Smart Search proxy, Hot Topic Analytics proxy, SMSP
proxy.
Content server – An indexed data storage in IDOL.
Image server – A special content server to provide OCR (Optical Character Recognition) capabilities.
Connectors – IDOL utilizes different kinds of connectors to index and search through external resources such as Sharepoint,
Wiki pages, files, and so on.
CFS – A special service to process attachment of document.
Depending on the data volumes size and the searching service requirements, there are several different topologies available for
customers to choose.
All-in-one
This is the minimum deployment which requires only one server to host proxy services, two Smart Search contents, one HTA
content, and an optional SMSP content, image service, connectors, and so on. You must be aware that this deployment has
limitations on the high availability support. That is, you cannot avoid single point of failure when the server is down or crashed.
Also, we do not suggest this deployment if you have heavy or unpredictable scaling requirements in the future. However, you
can still extend capabilities by adding more hardware resources like CPU/RAM/Storage to scale up on the single server.
Service Manager 9.6x Deployment Sizing Guide Page 21
Clustering with low scalability
This setup is an extended version based on all-in-one deployment. It is for small to medium deployment requirements with
limited scalability in the future. It is the basic deployment when you only need 1 to 2 additional content servers besides the all-
in-one deployment. Note that the first server need to be configured stronger since it has higher request processing load than
the additional content servers do. Similar to all-in-one, you can also extend capabilities by adding more hardware resources
such as CPU/RAM/storage to scale up on the single server.
At minimum, 2 servers are suggested to set up this clustering.
o 1 x server with all-in-one deployment (SMA Main server)
o 1 x content server for Smart Search
Clustering with medium scalability
Service Manager 9.6x Deployment Sizing Guide Page 22
This setup is recommended for customers who has much more requirements on Smart Search services and images than
others. It aims to scale out Smart Search content and image servers in the future.
At minimum, 5 servers are suggested to set up this clustering.
o 1 x server with proxy, HTA content, SMSP content included (SMA basic server).
o 2 x content server for Smart Search.
o 1 x server for image.
o 1 x server for connectors and relating CFS service.
Note:
1. If you have high requirements on HTA and SMSP, we suggest to split these services from SMA basic server to separated servers. This is more like clustering with high scalability as described below.
2. If you do not have high requirements on image server and connectors, you can even install these services on one computer instead of different computers.
Clustering with high scalability
This deployment mode considers your large data volumes size, heavy usage on Smart Analytics, and the scaling requirements
in the future. We recommend this deployment if you have high scalability requirements on each service. The main logic is to
set up a whole clustering but split different service components to different computers.
At minimum, 8 servers are suggested to set up this clustering.
o 1 x server to host proxy services and QMS, including main proxy, level II proxy, and so on.
o 2 x Smart Search content server.
o 1 x Hot Topic Analytics content server.
o 1 x SMSP content server.
o 1 x server to host connectors and CFS.
o 1 x server to host image proxy.
o 1 x server to host image service.
Service Manager 9.6x Deployment Sizing Guide Page 23
With the above configurations, you can easily extend capabilities by adding more content servers/image servers to clustering
to accommodate growing data volume size and concurrency in the future.
Clustering with high availability
If you have high availability needs, SMA provides another kind of deployment by adding redundant servers on proxy and
content server layers.
At minimum, 15 servers are suggested to setup this clustering.
o 2 x servers with the same configurations to host proxy services and QMS, including main proxy, level II proxy, and so
on.
o 8 x content servers.
4 x Smart Search content servers with fail-over enabled.
2 x Hot Topic Analytics content servers with fail-over enabled.
2 x SMSP content servers with fail-over enabled.
o 1 x server to host connectors and CFS.
o 2 x servers with the same configurations to host image proxy.
o 2 x servers to host image services.
Service Manager 9.6x Deployment Sizing Guide Page 24
Minimum required reference configurations
Service Manager Smart Analytics provides plenty of features, such as Smart Search, Smart Ticket and Hot Topic Analytics. After SMSP
is introduced as of version 9.50, Smart Analytics can also work with SMSP seamlessly. The guidelines provided below suppose that
you will utilize all these features.
Firstly, you need to consider your expected business needs. There are several factors which need your attention.
Indexed data volume size in SMA IDOL
There is an upper limit on the data volume for each content server. The maximum size for each content server is 3 million. To
achieve a better performance, we still suggest 2 million for each content server especially when you have huge data volume
size requirements.
In this guide, all the recommendations are based on 2 million data size for each content server. For example, if you have 5 to 6
million indexed data requirement, we will suggest 3 content servers for setup.
From experience, the data volume size needed for Smart Search is much higher than that for Hot Topic Analytics and SMSP.
For customers from scratch, you can plan 10% to 20% data size needs of Smart Search for Hot Topic Analytics, and then plan
1% to 5% data size needs of Smart Search for SMSP.
Workload
There are different kinds of workloads which utilize SMA.
o Global search
o Context search
Service Manager 9.6x Deployment Sizing Guide Page 25
o Hot Topic Analytics (HTA) search
o Smart Ticket
o SMSP item and KM search
From experience, the workloads for global search and context search are much heavier than others. For customers from
scratch on Smart Search, you can plan 80% users load on global search, and then plan 20% users load on context search.
Since Smart Search consumes the most workload, the sizing is mainly related to this part. For others, the minimum required references
recommended are generally sufficient.
Metrics Small Medium Large Very Large
Concurrent users load 200 600 1000 2500
Global searches / hour 2400 7200 12000 30000
Context searches / hour 1120 3360 5600 14000
Test Data in R&D Lab 1.5 million 3.5 million 6 million 8 million
Note:
1. If you have different metrics values from the above table and cannot find recommended sizing information, see Service Manager Smart Analytics.
2. We suggest you to provide a storage instead of local disk for indexed data in IDOL to achieve best performance. Smart Analytics content servers has high requirements for the IO system.
Small
Windows and Linux
1 x Smart Analytics: HPE DL360 – 6 CPU cores, 12GB RAM, 120GB HD
Deployment: All-in-one. Refer to the all-in-one deployment mode.
Medium
Windows and Linux
1 x Smart Analytics A: HPE DL360 – 8 CPU cores, 12GB RAM, 120GB HD
1 x Smart Analytics B: HPE DL360 – 6 CPU cores, 6GB RAM, 100GB HD
Deployment: Refer to the clustering with low scalability deployment mode.
Large
Windows and Linux
1 x Smart Analytics Proxy: HPE DL360 – 4 CPU cores, 4GB RAM, 80GB HD
3 x Smart Search Content: HPE DL360 – 6 CPU cores, 8GB RAM, 100GB HD
1 x Hot Topic Analytics Content: HPE DL360 – 6 CPU cores, 8GB RAM, 100GB HD
1 x SMSP Content: HPE DL360 – 4 CPU cores, 8GB RAM, 100GB HD
1 x Smart Analytics Connectors and CFS: HPE DL360 – 6 CPU cores, 8GB RAM, 60GB HD
1 x Image Proxy: HPE DL360 – 4 CPU cores, 4GB RAM, 50GB HD
1 x Image Server: HPE DL360 – 8 CPU cores, 8GB RAM, 50GB HD
Deployment: Refer to the clustering with high scalability deployment mode. If you want to implement high availability, add
redundant servers for each content and proxy and refer to the clustering with high availability deployment mode.
Note:
1. The above configuration is based on the assumption that customers will have high business requirements on all SMA services. For customers who only have partial requirements on certain services, please adjust hardware resources accordingly.
Service Manager 9.6x Deployment Sizing Guide Page 26
2. For example, if you have high requirements on Smart Search only, you can refer to the clustering with medium scalability deployment mode and reduce the necessary computers. The minimum required reference configurations are as follows: 1 x Smart Analytics Proxy, HTA, SMSP: HPE DL360 – 8 CPU cores, 8GB RAM, 100GB HD
3 x Smart Search Content: HPE DL360 – 6 CPU cores, 8GB RAM, 100GB HD
1 x Smart Analytics Connectors and CFS: HPE DL360 – 6 CPU cores, 8GB RAM, 60GB HD
1 x Image Server: HPE DL360 – 8 CPU cores, 8GB RAM, 50GB HD
Very large
Windows and Linux
1 x Smart Analytics Proxy: HPE DL360 – 4 CPU cores, 4GB RAM, 80GB HD
1 x Image Proxy: HPE DL360 – 4 CPU cores, 4GB RAM, 50GB HD
4 x Smart Search Content: HPE DL360 – 8 CPU cores, 8GB RAM, 100GB HD
1 x Hot Topic Analytics Content: HPE DL360 – 8 CPU cores, 8GB RAM, 100GB HD
1 x SMSP Content: HPE DL360 – 6 CPU cores, 8GB RAM, 100GB HD
1 x Smart Analytics Connectors and CFS: HPE DL360 – 8 CPU cores, 8GB RAM, 60GB HD
1 x Image Server: HPE DL360 – 8 CPU cores, 8GB RAM, 50GB HD
Deployment: Refer to the clustering with high scalability deployment mode. If you want to implement high availability, add
redundant servers for each content and proxy and then refer to the clustering with high availability deployment mode.
Note:
1. The above configuration is based on the assumption that customers will have high business requirements on all SMA services. For customers who only have partial requirements on certain services, please adjust hardware resources accordingly.
2. For example, if you have high requirements on Smart Search only, you can refer to the clustering with medium scalability deployment mode and reduce the necessary computers. The minimum required reference configurations are as follows: 1 x Smart Analytics Proxy, HTA, SMSP: HPE DL360 – 8 CPU cores, 8GB RAM, 100GB HD
3 x Smart Search Content: HPE DL360 – 6 CPU cores, 8GB RAM, 100GB HD
1 x Smart Analytics Connectors and CFS: HPE DL360 – 6 CPU cores, 8GB RAM, 60GB HD
1 x Image Server: HPE DL360 – 8 CPU cores, 8GB RAM, 50GB HD
For deployment requirements which exceed the above sizes, we recommend that you adopt the clustering with medium
scalability or clustering with high scalability deployment mode and scale out by adding more content servers with the following
configuration. See Service Manager Smart Analytics for more information.
Windows and Linux
1 x Smart Analytics Proxy: HPE DL360 – 4 CPU cores, 4GB RAM, 80GB HD
1 x Image Proxy: HPE DL360 – 4 CPU cores, 4GB RAM, 50GB HD
1 x Smart Analytics Connectors and CFS: HPE DL360 – 8 CPU cores, 8GB RAM, 60GB HD
Content Server (for each): HPE DL360 – 8 CPU cores, 8GB RAM, 100GB HD
Image Server (for each): HPE DL360 – 8 CPU cores, 8GB RAM, 50GB HD
Service Manager 9.6x Deployment Sizing Guide Page 27
Service Manager Collaboration deployment sizing
Deployment mode
The Chat Server can be configured with or without a Skype for Business integration. You can either create an integration with an
existing Skype server or use a dedicated Skype server if there are no existing Skype servers.
Example SMC deployment diagram
Minimum required reference configurations
Chat Server and Chat Service configuration (with Skype for Business integration)
Windows
1 x HPE BL460 – 8 CPU cores, 16GB RAM, 55GB HDD
Skype for Business server configuration (available with Skype for Business integration)
Refer to the Microsoft Skype for Business Server Configuration Guide.
We recommend that you install the Chat Server and the Chat Service on a dedicated server for better performance.
JRE 1.8 (64-bit) is recommended for Chat Server and Chat Service.
The performance results for Chat Server and Chat Service with Oracle JDK and OpenJDK are same.
Windows (64-bit) is recommended for Chat Server and Chat Service.
The maximum concurrent user number is 400 and the maximum concurrent Skype user number is 30 to 40 in SM
Collaboration.
In Apache HTTP Server, update the parameters as follows:
ThreadLimit 6000
ThreadsPerChild 6000
You need to configure the Chat Server database schema together with the Service Manager Database schema. In most
cases, the Chat Server database schema requires 300MB of free disk space for every 1 million message history records.
Service Manager 9.6x Deployment Sizing Guide Page 28
Service Manager Service Portal deployment sizing
Deployment mode
Service Manager Service Portal (SMSP) is a new portal based on the micro-service architecture. Similar to SM ESS and SRC portals,
SMSP provides services on shopping, request support, knowledge search, ticket approval, and so on.
Being initially released in SM9.50, current SMSP supports two kinds of deployment modes:
All-in-one
All-in-one requires only one server to host all SMSP relating services, including the PostgreSQL database on which SMSP
relies.
Distributed deployment
The distributed deployment mode consists of three parts: SMSP load balancer, SMSP application nodes, and PostgreSQL
database clustering. At minimum, 5 servers are needed for this deployment mode.
Service Manager 9.6x Deployment Sizing Guide Page 29
Minimum required reference configurations
Metrics Small Medium Large
Concurrent users load 200 400 600
Logins / hour 470 840 1500
Orders / hour 742 1360 2000
Support requests / hour 140 200 300
Approvals / hour 50 95 150
Test Data in R&D Lab 300 catalog items 1500 catalog items 5000 catalog items
Service Manager 9.6x Deployment Sizing Guide Page 30
Note:
If you have different metrics values and cannot find recommended sizing information, see Service Manager Service Portal (SMSP).
Small
RedHat Enterprise
SMSP Server x 1: HPE DL360 – 10 CPU cores, 16GB RAM, 80GB HD
Medium
RedHat Enterprise
1 x SMSP Load Balancer (Nginx): HPE BL460c – 2 CPU cores, 4GB RAM, 50GB HD
2 x SMSP Application Node: HPE BL460c – 6 CPU cores, 16GB RAM, 60GB HD
2 x SMSP PostgreSQL DB: HPE BL460c – 12 CPU cores, 16GB RAM, 120GB HD
Large
RedHat Enterprise
1 x SMSP Load Balancer (Nginx): HPE BL460c – 4 CPU cores, 4GB RAM, 50GB HD
3 x SMSP Application Node: HPE BL460c – 6 CPU cores, 16GB RAM, 60GB HD
2 x SMSP PostgreSQL DB: HPE BL460c – 16 CPU cores, 16GB RAM, 120GB HD
Service Manager 9.6x Deployment Sizing Guide Page 31
Service Manager Smart Email deployment sizing
Deployment mode
You need to configure the SM Smart Email servlets as a dedicated server and set the Smart Email servlets as debug nodes to isolate
the SM load balance nodes.
We recommend that you start Smart Email process on a dedicated SM server to avoid performance impact and use a debug node to
isolate all the SM nodes which are be used by Smart Email. A debug node can start 5 to 10 Smart Email Schedulers.
Standalone
In the standalone mode, you need to configure only one SM Smart Email debug node to process all email tasks. To achieve
high availability capability, you can add more debug nodes of the same configurations.
The email process rate is about 0.9 emails/minute in this mode. This value does not include reading emails from the network.
SM ServerEmail Server
SM -httpPort:13081 -debugnode
Vertical scaling
You can extend Smart Email capabilities by adding more SM debug nodes to the same server and start other Smart Email
Scheduler in new SM debug nodes.
In this mode, you can configure 5 debug nodes at maximum and the email process rate is about 45 emails/minute. This value
does not include reading emails from the network.
SM ServerEmail Server
SM -httpPort:13081 -debugnodeSM -httpPort:13083 -debugnodeSM -httpPort:13085 -debugnodeSM -httpPort:13087 -debugnodeSM -httpPort:13089 -debugnode
Horizontal scaling
This deployment mode provides high availability capabilities. For large customers (>45 emails/minute), you can choose to set
up a dedicated SM Server web farm for Smart Email.
In this mode, you can configure 5 debug nodes at maximum in each SM Server.
Service Manager 9.6x Deployment Sizing Guide Page 32
SM Server
Email Server
SM -httpPort:13081 -debugnodeSM -httpPort:13083 -debugnodeSM -httpPort:13085 -debugnodeSM -httpPort:13087 -debugnodeSM -httpPort:13089 -debugnode
Sm Server
SM -httpPort:13081 -debugnodeSM -httpPort:13083 -debugnodeSM -httpPort:13085 -debugnodeSM -httpPort:13087 -debugnodeSM -httpPort:13089 -debugnode
SM Server
SM -httpPort:13081 -debugnodeSM -httpPort:13083 -debugnodeSM -httpPort:13085 -debugnodeSM -httpPort:13087 -debugnodeSM -httpPort:13089 -debugnode
Minimum required reference configurations
Metrics Small Medium Large
Processed Emails / Hour 54 2700 > 2700
Small
Windows and Linux
1 x SM Smart Email Server: HPE BL460 – 4 Cores, 16GB RAM, 60GB HDD
Deployment: standalone mode. 1 SM debug node is configured.
Medium
Windows and Linux
1 x SM Smart Email Server: HPE BL460 – 8 Cores, 32GB RAM, 60GB HDD
Deployment: vertical scaling mode. 5 debug nodes can be configured at maximum.
Large
If you have higher requirements on Smart Email, you can extend by adding more dedicated servers based on the following
configuration. 5 debug nodes can be configured at maximum in each SM Server.
Windows and Linux
SM Smart Email Server (for each): HPE BL460 – 8 Cores, 32GB RAM, 60GB HDD
Deployment: horizontal scaling mode. 5 debug nodes can be configured at maximum.
Service Manager 9.6x Deployment Sizing Guide Page 33
Service Manager IdM deployment sizing
Deployment mode
Service Manager (SM) leverages Micro Focus Identity Manager (IdM) to support Single Sign-On (SSO) using SAML 2.0. IdM server
supports single node deployment.
Minimum required reference configurations
Windows:
1 x IdM Server HPE DL360 – 4 CPU cores, 4GB RAM, 50GB HD
Service Manager 9.6x Deployment Sizing Guide Page 34
Service Manager on AWS deployment sizing
Deployment mode
Service Manager 9.6x Deployment Sizing Guide Page 35
Reference configuration for 1500 concurrent users
Webtier
EC2 instance type: t3.medium (2 vCPUs, 4 GiB RAM)
ASG desired capacity: 8
Server primary host
EC2 instance type: t3.large (2 vCPUs, 8 GiB RAM)
EC2 instance count: 1
Server secondary hosts
EC2 instance type: t3.medium (2 vCPUs, 4 GiB RAM)
ASG desired capacity: 30
RDS Database
Engine type: PostgreSQL
Version: PostgreSQL 10.7-R1
DB instance size: db.r5.2xlarge (8 vCPUs, 64 GiB RAM)
Service Manager 9.6x Deployment Sizing Guide Page 36
Service Manager on Azure deployment sizing
Deployment mode
Service Manager 9.6x Deployment Sizing Guide Page 37
Reference configuration for 2000 concurrent users
Webtier
Size:Standard B2ms (2 vcpus, 8 GiB memory)
Virtual machine scale sets scale:6
Server primary host
Size:Standard B2ms (2 vcpus, 8 GiB memory)
Virtual machine count: 1
Server secondary hosts
Size:Standard B2ms (2 vcpus, 8 GiB memory)
Virtual machine scale sets scale:27
Database
Engine type: SQL server/SQL databases
Version: Azure SQL Database V12
DB instance size: GP_Gen4_16 (16 vCPUs, 112 GiB RAM)
Service Manager 9.6x Deployment Sizing Guide Page 38
Rules of thumb
Service Manager server (servlet container)
A servlet container requires approximately 3GB of RAM, which is distributed in the following ways:
512 MB Java virtual machine requirement, including the 256MB default Java heap
50 MB for the process overhead
10 MB – 40 MB per user session (thread) (See the note below)
Plus shared_memory setting value equals to or greater than 256000000 in the sm.ini file. (Counted only once for all servlet
containers on a single computer)
We recommend that you start with 50 threads (users) per process (servlet container). Then, adjust the number of threads based on the
process memory usage in your environment, up to a maximum of 100 threads.
Note:
1. Increases in user session memory usage may be caused by large global lists, global variables that are not garbage collected, or multiple open application threads. These activities have a direct effect on the number of user threads that each servlet container can support.
2. Most Linux operating systems, provide ways to limit and control the usage of system resources such as threads, files, and network connections on a per-process and per-user basis. These limits prevent single users from using too many system resources. Sometimes, these limits have low default values that can cause a number of issues if there is a high number of concurrent users. We recommend that you use the ulimit –a command to check the resource limitation in the operating
system, and ensure that the resources are sufficient for Service Manager servlets. We recommend that the value set by the ulimit –d command is over 3GB or “unlimited” mode.
3. The network latency between Service Manager and the database server has a significant impact on the overall system performance. For example, every 5ms latency between the Service Manager applications server and the database server will double the login time. Therefore, we highly recommend that the network latency between the Service Manager applications server and the database server is less than 1ms.
4. If you are using horizontal scaling mode, we highly recommend that the network latency between each Service Manager application server is less than 1ms.
Service Manager web tier and Mobility
The Service Manager web tier configuration that was used to determine the sizing recommendations is based on a Tomcat web
application server with ten processes running 1 GB of heap size each, and an Apache web server to perform load balance the Java
virtual machines (by using the Apache software load balancer). For Mobility, it shares similar configurations as web tier. To support
additional users and higher loads, add computers that have additional Tomcat Java virtual machines to create a web farm as required.
Customers can also configure hardware load balancer instead of software load balancer to work with tomcat clustering. Details please
refer to Service Manager Help server documents.
Note:
In an initial setup, we recommend 150 to 200 concurrent users for each Tomcat instance.
Service Manager software load balancer
The Service Manager software load balancer should be located on a separate computer and should always be sized as a small
computer because it performs no other function than redirecting connections to an available servlet. This computer also must run the
same operating system as the Service Manager applications servers.
Because this is the one component in a configuration that is 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 users who are attempting to establish an initial connection
into the environment (additionally, the users will be affected only until the load balancer is restarted or fails over). Any currently active
users that are connected to the environment will be unaffected by the loss of the load balancer.
Load balanced computers and servlet computers should use the server sizing that is described in this document. The number of nodes
depends on the size of the computer and on the total number of concurrent production users.
Service Manager 9.6x Deployment Sizing Guide Page 39
Service Manager RDBMS server
The RDBMS server sizing that is specified above represents the configurations that were used during the benchmarking runs on the
OOB Service Manager system. You should plan the storage requirements of the actual servers that you will use in a production
environment based on expected data volumes, including attachments. The CPU and memory requirements for the selected database
should be based upon the recommendations of the database vendor.
Service Manager virtualized environment (VMware)
Service Manager can be deployed in both physical and virtualized environments. Provided that the sizing guidelines are followed, there
is no significant performance impact.
The Service Manager applications server, the Service Manager software load balancer, and the web tier can be deployed in a
virtualized environment if you follow the sizing that is described in Service Manager virtualization. To deploy a virtualized environment,
we recommend that you make the following configurations:
Upgrade to vSphere5/6 or a later version.
Assign dedicated resources (such as vCPU, memory, and disk I/O) to a guest operating system that acts as a Service
Manager server.
Deploy all Service Manager servers in the same virtualization resource pool.
Service Manager Service Request Catalog
For 400 to 600 concurrent users, make the following configurations:
The following Startup options below are recommended for SRC application in Java virtual machine instance:
-Xms4096m -Xmx4096m XX: MaxPermSize=128m -XX: MaxPermSize=512M
Modify the following lines of the applicationContext.properties file (SRC_HOME\src\WEB-INF\classes):
src.sm.defaultMaxConnectionsPerHost=60
src.sm.maxTotalConnections=60
For more than 800 users, we recommend the following configurations:
The size of the attachment that users upload when they submit service or support requests should not exceed 30 MB.
Otherwise, users maybe encounter long upload times and unexpected exceptions.
The hard disk on each SRC server should meet the actual requirement for storing items from users and attachments.
Therefore, we recommend a minimum of 60 GB of free space to accommodate potential increases in capacity.
The maximum number of threads in the "Connector" configuration section of the server.xml file in Apache Tomcat should be
set to the number of potential customers. Additionally, we recommend that you configure the following settings in the
server.xml file to enable compression. This will improve network transition performance.
<Connector port="8080" protocol="HTTP/1.1"
connectionTimeout="1,0000" maxThreads="1,000" minSpareThreads="100"
acceptCount="800" compression="on" compressionMinSize="1800" maxKeepAliveRequests="800"
processorCache="1,000
redirectPort="8443" />
Note:
Two user sessions are created in Service Manager for each SRC user who logs in;
Session 1 is the main session for subsequent operations after login.
Session 2 is a background session that loads categories. The session ends after the work is completed, and the duration of the session depends on the number of items and attachments. Typically, session 2 lasts for 30 seconds.
Service Manager 9.6x Deployment Sizing Guide Page 40
Service Manager Service Portal
Hardware size
If you cannot find recommended minimum configuration reference in the previous sections, follow the steps below to evaluate the target
SMSP hardware configurations:
1. Determine the target deployment mode
In general, the all-in-one deployment mode can achieve most requirements. For new customers from scratch, we recommend
this kind of deployment for the minimum maintenance efforts and costs.
The all-in-one deployment is also applicable for customers who have big number of concurrent users but have very low
throughput needs. For example, customer A has 600 concurrent users login SMSP, but the throughputs are 50 orders/hour, 30
requests/hour and 10 approvals/hour. In this situation, the all-in-one deployment mode is still applicable and this customer only
needs to add an additional RAM.
The basic logic is to firstly evaluate your business throughput requirements, and then determine whether you need to distribute
these load to separate computers.
If you are working with SMSP HA deployment, we suggest the typical HA setup from startup for the minimum maintenance
efforts and costs. That is, 1 SMSP load balancer (Nginx), 2 SMSP application nodes, and 2 SMSP PostgreSQL nodes.
2. Determine the number of CPU cores
If you are working with SMSP HA deployment, you need to figure out how many CPU cores should be configured. Here are
some calculations based on the following assumptions:
For each 100 users load, assume these users produce 25 logins/hour, 350 orders/hour, 48 requests/hour, and 29
approvals/hour under peak load.
Based on the above assumption, the needs for CPU cores are:
o For SMSP load balancer (Nginx), 4 CPU cores as the startup.
o For SMSP application node, configure 2 ~ 3 CPU cores for each 100 users load.
o For SMSP PostgreSQL node, configure 3 CPU cores for each 100 users load.
3. Determine the number of RAM
If you are working with SMSP HA deployment, we recommend 4GB RAM for SMSP load balancer (Nginx) as the startup, and
configure 16GB RAM for each SMSP application node. For PostgreSQL database, we suggest to configure 16 GB RAM as the
startup, and then extend the memory based on this value.
4. Determine the IO subsystem
There is no special IO requirement for SMSP. If you do not have storage supported, we suggest to configure separate disks
for PostgreSQL databases.
PostgreSQL database
For SMSP HA clustering environment, PostgreSQL only provides fail-over capabilities instead of load balancing. That is,
SMSP PostgreSQL clustering works under active-passive mode and only one PostgreSQL instance services the incoming
requests at any time.
For SMSP PostgreSQL clustering, we suggest to configure the same hardware resources for both the master and the slave
servers.
Database tuning parameters.
o shared_buffers
For small deployment, configure this parameter to 512MB as a startup option.
For large deployment, configure this parameter to 4GB as a startup option.
o effective_cache_size
For small deployment, configure this parameter to 4GB as a startup option.
Service Manager 9.6x Deployment Sizing Guide Page 41
For large deployment, configure this parameter to 6GB as a startup option. For a dedicated server, ~75% of the RAM
is recommended.
o maintenance_work_mem
For small deployment, keep default as startup options.
For large deployment, configure this parameter to 1GB as a startup option.
o max_connections
For small deployment, configure this parameters to 200 as a startup option.
For large deployment, configure this parameter to 1024 as a startup option. Also, make sure num_init_children *
max_pool <= max_connections (num_init_children and max_pool are pgpool connection parameters).
o work_mem
For small deployment, keep default as a startup option.
For large deployment, configure this parameter to 16MB as a startup option.
Service Manager Collaboration
The Chat Service support about 400 concurrent users.
For 400 concurrent users, the following startup option is recommended for the Chat server/service on a 32-bit Java virtual machine
instance:
-XX:ThreadStackSize=384 -Xms512m -Xmx1024m
We recommend you to run the Chat server/service on 64-bit Java. The default JVM option is as follows:
-XX:ThreadStackSize=384 -Xms512m -Xmx1536m
Service Manager Smart Email
A Smart Email servlet container requires approximately 3GB of RAM, which is distributed in the following ways:
512 MB Java virtual machine requirement, including the 256MB default Java heap
50 MB for the process overhead
10 MB to 40 MB per user session (thread)
Plus shared_memory setting value = 128000000 in the sm.ini file. (counted only once for all servlet containers on a single
computer)
We recommend that you start with 5 to 10 scheduler per process (servlet container) and 1 schedule per scheduler. The process rate is
about 1 email task/minute.
Service Manager Smart Analytics
Service Manager Smart Analytics server
Hardware size
If you cannot find recommended minimum configuration reference in the previous sizing section, follow the steps below to evaluate the
target SMA content configurations:
1. Determine the target deployment mode
Clustering with medium scalability is recommended for customers from scratch since most of them have much more
requirements on Smart Search and images OCR processing than other services. With this deployment mode, you do not have
to provide very big single server, and the load can be distributed to separate computers for better performance. Also, you can
extend capabilities in the future.
Service Manager 9.6x Deployment Sizing Guide Page 42
Note:
For additional content server computers, we suggest to configure one content per computer.
2. Determine the number of content servers
From the performance perspectives, the recommended volume size for each content server is 2 million for customers from
scratch. The maximum volume size for each content server is 3 million.
For example, if you plan 5 million indexed data in total for Smart Search, you need to configure 3 content servers. You can
follow the same logic for HTA content and SMSP content.
3. Determine the number of CPU cores
The number of CPU cores is highly dependent on the throughput produced to SMA IDOL services. For global search, HTA
search and SMSP search, the recommended value is 4000 searches per core per hour based on the R&D Lab benchmark.
For context search, the recommended value is 580 searches per core per hour.
For example, if you plan 15000 global searches per hour, you need to configure at least 4 CPU cores. If you plan 4000 context
searches per hour, configure at least 7 CPU cores. And the total needed CPU cores is 11 CPU cores to support both global
searches and context searches.
For proxy servers, we recommend 4 CPU cores for the clustering with high scalability deployment, and 8 CPU cores for the
clustering with medium scalability deployment.
For connectors and CFS, we recommend 6 ~ 8 CPU cores.
4. Determine the number of RAM
For each content server, we recommend 6 to 8GB RAM.
For proxy servers, we recommend 4GB RAM for the clustering with high scalability deployment, and 8GB RAM for the
clustering with medium scalability deployment.
For connectors and CFS, we recommend 6 to 8GB RAM.
5. Determine the IO subsystem.
We recommend you to configure storage instead of local disk for better performance. IDOL has provided a good utility tool
named PerfTool to evaluate your storage IO capabilities. Please consult the R&D team for more information about this tool.
The minimum IO speed is 120 MB/s, while the recommended is 280 MB/s for read/write which is verified in R&D Lab
benchmark and this value is captured from PerfTool. If you do not have supported storage, configure a separate disk for each
content server at least.
Network
We suggest that you locate the Service Manager server, IDOL server, and image server under the same switch in order to
achieve the best performance.
We suggest that you ensure a network latency that is less than 1ms between the Service Manager server and the IDOL
server, between the Service Manager server and the image server, and between the IDOL server and the image server.
On Windows-based platforms, your computer may run out of available TCP ports if your IDOL service receives a large number
of actions. If your system does not have enough ports, you can edit the following Windows registry parameters:
TCPTimedWaitDelay
MaxUserPort
These parameters are located in the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\
directory. For more information about these registry parameters, refer to the Windows documentation.
Operating system
We recommend that you install the IDOL server on a Linux system for better stability and maintainability.
Indexing and training
Indexing: It takes about 40 minutes to index 100,000 interaction records and 6.5 hours to index 1,000,000 interaction records.
The growth of the time according to the interaction count is linear.
Training: It takes about 16 hours to train 2,000,000 records in more than 3400 affected services.
Service Manager 9.6x Deployment Sizing Guide Page 43
Service Manager Smart Analytics image server
We recommend that you install the image server on a dedicated server to achieve better performance.
We recommend to use the distributed image server mode if you process more than 1.82 OCR records (with the average size
of 200 KB) per second. This mode can improve the speed in which OCR records are processed.
Distributed image servers do not support large images (over 1MB) well in environments that have a throughput greater than
3.33 OCR records per second.
Smart Analytics does not have a significant impact on the run time performance of Service Manager. But, as a result of
implementing Smart Analytics, end users and operators can submit tickets very quickly. Therefore, the following points must
be considered for optimal performance:
o The overall throughput and load on the system will increase due to rapid ticket submission. Please continue
monitoring the system resources to prevent any bottlenecks.
o The image server will save all the requested content on a local server. Disk space usage on this server may grow
quickly.
Service Manager Knowledge Management search engine
The following startup requirements are recommended for the search engine:
In a production environment, we recommend a minimum of 8GB with 4GB dedicated to the JVM that hosts the Knowledge
Management search engine. For improved performance, we recommend 16GB of RAM with 8GB dedicated to the JVM that
hosts the search engine.
In a scaling environment, we recommend that you dedicate at least 1GB to the JVM that hosts the Knowledge Management
search engine for every additional 500 users.
Note:
It is important to consider the size of the indexes when you allocate RAM. Performance is greatly improved if the operating system has
sufficient RAM to easily cache all the index files as disk seeks in order to load stored fields and other data from the Knowledge
Management index files. When 4GB of RAM is available to the operating system, an index of approximately 3GB can be cached easily.
However, if that number is doubled to 8GB of operating system RAM, a 6GB or 7GB index can be cached.
Service Manager - small environment deployment
In a small environment deployment (less than 50 users), we recommend the following best practices for the best performance:
Although the database can be deployed on the same computer as the Service Manager server, we strongly suggest that you
deploy the database on a separate computer. However, the server and database should in the same subnet and have a
latency lower than 1ms.
You can implement small environment deployments on virtual machines or on physical machines, as long as you provide
sufficient hardware resources.
We strongly suggest that you use a solid state drive (SSD) instead of a hard disk drive (HDD). An SSD significantly increases
the speed of disk I/O operations.
You can deploy all web applications, including the Service Manager web tier, Service Manager Mobility, and SRC, on the
same Tomcat node or separate Tomcat nodes. For high availability (HA), we suggest that you use a separated deployment.
If you deploy all web applications on same Tomcat node, we recommend the following startup options in the Java virtual
machine instance:
-Xms2048m –Xmx2048m
If you deploy the web applications on separate Tomcat nodes, we recommend the following startup options in the Java virtual
machine instance:
-Xms512m –Xmx1024m
For high availability (HA) and fail-over capabilities in the web applications layer, we recommend that you deploy the web
applications on two Tomcat nodes, and configure an Apache server in front of the nodes as a software load balancer to avoid
a single point of failure.
Service Manager 9.6x Deployment Sizing Guide Page 44
For high availability (HA) and fail-over capabilities in the Service Manager applications server, we recommend that you use a
vertical scaling model in which two servlet container processes run on one Service Manager server that has a software load
balancer enabled.
Service Manager 9.6x Deployment Sizing Guide Page 45
Appendix A: Service Manager 9.64 CHO – Oracle 3000 user
example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The CHO results are based on following user workload assumptions.
Home Page Module name User load distribution Throughput (per hour)
index.do Change Management 9.09% 288 Changes
Incident Management 18.18% 864 Incidents
Problem Management 9.09% 288 Problems, 288 known errors
Request Management 18.18% 1000.8 Requests
Service Desk 27.27% 1677.6 Interactions
ess.do Order from Catalog 9.09% 1152 Tickets
Submit a request 9.09% 3477.6 Tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 3000 user CHO tests.
ID Usage Operating system CPU Memory
1 SM Server – Primary
(loadbalancer + background + servlets)
Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
48G
2 SM Server-Secondary
(servlets)
Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
48G
3 SM Server-Secondary
(servlets)
Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
48G
4 Apache Tomcat Server Windows 2008 64-bit 12 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
16G
5 Database server Red Hat Enterprise Linux Server release 7.4 (Maipo)
24 CPU Cores
Intel(R) Xeon(R) CPU X5670 @ 2.93GHz
96G
6 Load Runner Controller Windows 2012 R2 8 CPU Cores
Intel(R) Xeon(R) CPU E7-L8867 @ 2.13GHz
16G
7 Apache HTTP Server(Load Balancer) Windows 2008 4 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
4G
Software
All tests were run on the following software set:
Service Manager 9.6x Deployment Sizing Guide Page 46
Micro Focus Load Runner – 12.63.0.0
Apache Tomcat – Apache Tomcat 9.0.10
Apache – Apache 2.4
Service Manager 9.64
Oracle Database 19c Enterprise Edition Release 19.0.0.0.0 - Production
Performance success criteria
The CHO tests are considered successful when the following criteria are met:
3000 users simultaneously log in and are able to complete the recorded tests.
No down time and no memory leaks
Resource Utilization ≤ 80%, such as CPU, memory, etc.
Response times fall within the following parameters:
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name SM964 3000 Oracle
Avg Std. Deviation Pass
PD_CM_SC_T01_Create_New_Change 0.175 0.074 20,588
PD_CM_SC_T02_Select_Category_Standard_Change 0.014 0.021 20,586
PD_CM_SC_T03_Select_Subcategory_Hardware 0.034 0.026 20,579
PD_CM_SC_T04_Select_Install_Memory_on_Server 0.994 0.329 20,576
PD_CM_SC_T05-1_AC_MyDevices 0.087 0.031 20,576
PD_CM_SC_T05-2_Fill_MyDevices 0.391 0.069 20,579
PD_CM_SC_T06_Click_Save_Change 1.208 0.194 20,577
PD_CM_SC_T07_Request_Plan_and_Schedule 1.347 0.237 20,576
PD_CM_SC_T09_AC_Change_Coordinator 0.224 0.042 20,579
PD_CM_SC_T10_Fill_Change_Coordinator 0.144 0.053 20,579
PD_CM_SC_T11_select_Change_Coordinator 0.566 0.072 20,586
PD_CM_SC_T12_AC_Change_Owner 0.095 0.028 20,589
PD_CM_SC_T13_Fill_Change_Owner 0.541 0.079 20,589
PD_CM_SC_T14_Request_Authorization 0.695 0.096 20,592
PD_CM_SC_T15_Request_Authorization_ok 2.077 0.258 20,588
PD_CM_SC_T16_Click_Tab_Tasks_1 0.296 0.086 20,590
PD_CM_SC_T17_Click_First_Task 0.8 0.219 20,591
PD_CM_SC_T18_Click_Close_Task_1 0.429 0.065 20,588
Service Manager 9.6x Deployment Sizing Guide Page 47
PD_CM_SC_T19_Click_Finish_Task_1 0.736 0.146 20,598
PD_CM_SC_T20_Cancel_Task_1 0.115 0.041 20,603
PD_CM_SC_T21_Refresh_Change_1 0.842 0.131 20,606
PD_CM_SC_T22_Request_PIR 2.097 0.253 20,606
PD_CM_SC_T23_Click_Tab_Tasks_2 0.262 0.073 20,607
PD_CM_SC_T24_Click_Second_Task 0.662 0.155 20,609
PD_CM_SC_T25_Click_Close_Task_2 0.412 0.065 20,612
PD_CM_SC_T26_Click_Finish_Task_2 0.716 0.125 20,619
PD_CM_SC_T27_Cancel_Task_2 0.105 0.04 20,618
PD_CM_SC_T28_Refresh_Change_2 0.824 0.136 20,622
PD_CM_SC_T30_Link_New_Record_Related_Requests 0.346 0.065 20,621
PD_CM_SC_T31_Category_Order 0.01 0.021 20,620
PD_CM_SC_T32_Subcategory_Order 0.028 0.026 20,614
PD_CM_SC_T33_Order 0.545 0.133 20,614
PD_CM_SC_T34_Link_Request_Save 1.319 0.172 20,614
PD_CM_SC_T35_Link_Request_Cancel 0.63 0.087 20,613
PD_CM_SC_T36_Link_New_Record_Related_Changes 0.174 0.048 20,614
PD_CM_SC_T37_Category_Standard_Change 0.013 0.02 20,613
PD_CM_SC_T38_Subcategory_Software 0.034 0.026 20,612
PD_CM_SC_T39_Activate_Patch 0.597 0.111 20,611
PD_CM_SC_T40_AC_MyDevices_2 0.061 0.02 20,613
PD_CM_SC_T41_Fill_MyDevices_2 0.363 0.063 20,613
PD_CM_SC_T42_Link_Change_Save 0.976 0.127 20,605
PD_CM_SC_T43_Link_Change_Cancel 0.75 0.13 20,600
PD_CM_SC_T44_Link_Change_Unlink_Record 0.063 0.025 20,596
PD_CM_SC_T45_Link_Change_Unlink_Yes 0.627 0.095 20,596
PD_CM_SC_T46_Click_Tab_Calendar 0.595 0.112 20,592
PD_CM_SC_T47_Click_Close 0.163 0.021 20,592
PD_CM_SC_T48_Click_Close_Finish 1.22 0.171 20,591
PD_CM_SC_T49_Cancel_Change 0.082 0.033 20,583
PD_ESS_CatOrder_T02_Order_from_Catalog 0.835 0.098 83,006
PD_ESS_CatOrder_T02-1_Search_Basic_Pc_Package 1.035 0.101 58,154
PD_ESS_CatOrder_T02-2_Open_Basic_Pc_Package 0.196 0.025 58,149
PD_ESS_CatOrder_T03_Personal_Productivity_Services 0.901 0.122 24,849
PD_ESS_CatOrder_T04_Hardware_Bundles 0.724 0.095 24,843
PD_ESS_CatOrder_T05_Basic_PC_Package 0.237 0.048 24,844
PD_ESS_CatOrder_T06_Add_to_Cart 0.366 0.062 82,992
PD_ESS_CatOrder_T07_View_Cart_Checkout 0.103 0.026 82,997
PD_ESS_CatOrder_T08_Submit_Request 0.112 0.028 82,996
PD_ESS_CatOrder_T09_Submit 1.643 0.157 82,987
PD_ESS_CatOrder_T10_Continue 0.074 0.026 82,985
PD_ESS_CatOrder_T11_Logout 0.16 0.026 27,669
PD_ESS_Inc_T01_Click_SubmitRequest 0.246 0.03 250,321
PD_ESS_Inc_T04_Submit_Request 1.521 0.113 250,313
PD_ESS_Load_Login_Page 0.033 0.027 111,123
Service Manager 9.6x Deployment Sizing Guide Page 48
PD_ESS_Login 2.252 0.247 111,121
PD_ESS_Logout 0.194 0.022 83,440
PD_Inc_SLM_T01_Create_New_Incident 0.107 0.045 27,322
PD_Inc_SLM_T02_Select_Category_Incident 0.521 0.126 27,321
PD_Inc_SLM_T03_AC&Fill_MyDevices 0.088 0.029 27,321
PD_Inc_SLM_T05_Click_Save 0.693 0.111 27,324
PD_Inc_SLM_T06_Click_Continue 0.846 0.149 27,327
PD_Inc_SLM_T07_AC_Subcategory 0.138 0.029 27,329
PD_Inc_SLM_T08_Fill_Subcategory_hardware 0.127 0.037 27,333
PD_Inc_SLM_T09_Select_Area_hardware_Failure 0.382 0.052 27,329
PD_Inc_SLM_T10_AC&Fill_Assignment_Group 0.061 0.024 27,331
PD_Inc_SLM_T12_Incident_Assign_Phase 1.008 0.111 27,333
PD_Inc_SLM_T13_Incident_Work_In_Progress_Phase 1.237 0.173 27,329
PD_Inc_SLM_T14_Incident_Cancle_page 0.07 0.029 27,335
PD_Inc_SLM_T15_Incident_Open_Search_Page 0.298 0.087 27,336
PD_Inc_SLM_T16_Incident_Search_1 0.7 0.12 27,334
PD_Inc_SLM_T17_Incident_Update_1 0.592 0.077 27,334
PD_Inc_SLM_T18_Incident_Search_2 0.534 0.067 27,344
PD_Inc_SLM_T19_Incident_Update_2 0.589 0.068 27,342
PD_Inc_SLM_T20_Incident_Search_3 0.541 0.068 27,345
PD_Inc_SLM_T21_Incident_Update_3 0.586 0.072 27,341
PD_Inc_SLM_T22_Incident_Search_4 0.6 0.065 27,350
PD_Inc_SLM_T23_Incident_Link_New_Task 0.134 0.036 27,348
PD_Inc_SLM_T24_Task_Select_Category_Investigation 0.345 0.086 27,347
PD_Inc_SLM_T25_Save_Investigation_Task 0.542 0.108 27,349
PD_Inc_SLM_T26_Task_Fill_Assignment_Group 0.29 0.056 27,345
PD_Inc_SLM_T27_Incident_Task_Assign_Phase 0.511 0.074 27,344
PD_Inc_SLM_T28_Incident_Task_Work_In_Progress_Phase 0.487 0.073 27,337
PD_Inc_SLM_T29_Incident_Task_Pending_Review_Phase 0.647 0.121 27,336
PD_Inc_SLM_T30_Incident_Task_Click_Close_Task 0.083 0.013 27,336
PD_Inc_SLM_T31_Incident_Task_Close_Task 0.536 0.108 27,336
PD_Inc_SLM_T32_Incident_Task_Cancel_Page 0.428 0.054 27,331
PD_Inc_SLM_T33_Incident_Resolved_Phase 1.904 0.244 27,330
PD_Inc_SLM_T34_Click_Close 0.159 0.016 27,330
PD_Inc_SLM_T35_Close_Incident 1.343 0.191 27,327
PD_Inc_SLM_T36_Cancel_Incident_Page 0.122 0.033 27,328
PD_Inc_SLM_T37_Cancel_Incident_Search_Page 0.101 0.035 27,323
PD_Inc_T01_Click_Create_New_Incident 0.122 0.044 34,968
PD_Inc_T02_Create_New_Incident 0.348 0.061 34,965
PD_Inc_T03_Click_Fill_Button 0.238 0.051 34,959
PD_Inc_T04_Back_From_Fill 0.21 0.041 34,955
PD_Inc_T05_AC_Int 0.079 0.02 34,960
PD_Inc_T06_AC_Fill_Int 0.044 0.021 34,961
PD_Inc_T07_Save_New_Incident 0.677 0.067 34,965
PD_Inc_T08_Continue_to_Save_New_Incident 0.645 0.069 34,965
Service Manager 9.6x Deployment Sizing Guide Page 49
PD_Inc_T09_Change_status_from_Categorize_to_Assign 1.36 0.133 34,973
PD_Inc_T10_Chaneg_phase_from_Categorization_to_Investigation 1.252 0.155 34,971
PD_Inc_T11_Load_Category_for_Incident_Task 0.147 0.041 34,975
PD_Inc_T12_Open_new_Incident_task 0.209 0.047 34,975
PD_Inc_T13_Save_Incident_Investigation_Task 0.4 0.065 34,982
PD_Inc_T14_Open_Incident_Investigation_Task_DueDate 0.412 0.06 34,981
PD_Inc_T15_Open_Incident_Investigation_Task_from_Ready_to_Assigned 1.371 0.158 34,992
PD_Inc_T16_Open_Incident_Investigation_Task_from_Assigned_to_WIP 0.875 0.105 34,985
PD_Inc_T17_Open_Incident_Investigation_Task_from_WIP_to_PendingReview 0.681 0.115 34,992
PD_Inc_T18_Open_Incident_Investigation_Task_Prepare_Close 0.087 0.01 34,992
PD_Inc_T19_Close_Incident_Investigation_Task_Close 0.729 0.12 34,992
PD_Inc_T20_Go_back_to_Incident_page 0.374 0.041 34,985
PD_Inc_T21_Change_phase_from_Investigation_to_Resolved 1.481 0.186 34,985
PD_Inc_T22_Open_Incident_Close_page 0.189 0.019 34,985
PD_Inc_T23_Close_Incident 1.485 0.16 34,990
PD_Inc_T24_Cancel_Incident 0.119 0.039 34,984
PD_Load_Login_Page 0.092 0.09 98,383
PD_Operator_Login 3.443 0.475 98,365
PD_Operator_Logout 0.211 0.058 98,415
PD_PM_KE_T01_Create_New_Problem 0.639 0.207 20,666
PD_PM_KE_T02_AC_MyDevices 0.057 0.024 20,657
PD_PM_KE_T03_Fill_MyDevices 0.031 0.026 20,655
PD_PM_KE_T04_Save_Problem 0.786 0.115 20,652
PD_PM_KE_T05_Continue 0.694 0.137 20,657
PD_PM_KE_T06_Link_New_Task_1 0.138 0.047 20,660
PD_PM_KE_T07_New_Task_1 0.375 0.1 20,657
PD_PM_KE_T08_Save_Task_1 0.573 0.119 20,662
PD_PM_KE_T09_Cancel_Task_Page_1 0.518 0.1 20,659
PD_PM_KE_T10_Link_New_Task_2 0.129 0.041 20,664
PD_PM_KE_T11_New_Task_2 0.347 0.101 20,662
PD_PM_KE_T12_Save_Task_2 0.524 0.103 20,661
PD_PM_KE_T13_Cancel_Task_Page_2 0.51 0.099 20,661
PD_PM_KE_T14-1_Refresh 0.335 0.046 20,660
PD_PM_KE_T14-2_Fill_Subcategory 0.143 0.06 20,671
PD_PM_KE_T15_Select_Subcategory 0.101 0.042 20,674
PD_PM_KE_T16_Select_Area 0.509 0.104 20,675
PD_PM_KE_T17_AC_AssignmentGroup 0.044 0.022 20,675
PD_PM_KE_T18_Fill_AssignmentGroup 0.029 0.024 20,681
PD_PM_KE_T19_Move_To_Investigation 0.897 0.139 20,681
PD_PM_KE_T20_Move_To_Resolution 1.175 0.19 20,688
PD_PM_KE_T21_Move_To_Review 0.778 0.101 20,688
PD_PM_KE_T22_Link_New_KnownError 0.927 0.167 20,694
PD_PM_KE_T23_Save_New_KnownError 0.541 0.128 20,695
PD_PM_KE_T24_KnownError_Click_Close 0.114 0.042 20,701
PD_PM_KE_T25_KnownError_Click_Finish 0.61 0.122 20,700
Service Manager 9.6x Deployment Sizing Guide Page 50
PD_PM_KE_T26_Cancel_KnownError_Page 0.532 0.119 20,697
PD_PM_KE_T27_Cancel_Problem_Page 0.076 0.036 20,695
PD_PM_KE_T28_Click_Search_Problems 0.264 0.105 20,692
PD_PM_KE_T29_Click_Search 0.595 0.108 20,694
PD_PM_KE_T30_Visit_Task1 0.448 0.107 20,689
PD_PM_KE_T31_Cancel_Task1 0.118 0.039 20,683
PD_PM_KE_T32_Finish_Cancel_Task1 0.493 0.11 20,681
PD_PM_KE_T33_Cancel_Task1_Page 0.522 0.104 20,678
PD_PM_KE_T34_Visit_Task2 0.432 0.095 20,674
PD_PM_KE_T35_Cancel_Task2 0.113 0.035 20,672
PD_PM_KE_T36_Finish_Cancel_Task2 0.483 0.112 20,672
PD_PM_KE_T37_Cancel_Task2_Page 0.52 0.109 20,666
PD_PM_KE_T38_Click_Close_Problem 0.112 0.014 20,666
PD_PM_KE_T39_Finish_Close_Problem 0.786 0.109 20,666
PD_PM_KE_T40_Cancel_Problem_Page 0.155 0.045 20,667
PD_PM_KE_T41_Cancel_Problem_Search_Page 0.088 0.037 20,663
PD_RMWF1_Mass_T01_Click_Search_Request_Tasks 0.29 0.085 26,744
PD_RMWF1_Mass_T02_Search_Request_Tasks 0.843 0.157 26,741
PD_RMWF1_Mass_T03_Click_Mass_Update 0.158 0.035 26,737
PD_RMWF1_Mass_T04_Click_Activity 0.079 0.026 26,744
PD_RMWF1_Mass_T05_Activity_Next 0.081 0.022 26,745
PD_RMWF1_Mass_T06_Click_Description 0.057 0.021 26,749
PD_RMWF1_Mass_T07_Description_Next 0.078 0.022 26,750
PD_RMWF1_Mass_T08_Click_Impact 0.056 0.022 26,747
PD_RMWF1_Mass_T09_Impact_Next 0.071 0.011 26,752
PD_RMWF1_Mass_T10_Mass_Update 1.85 0.259 26,749
PD_RMWF1_Mass_T11_Click_Mass_Cancel 0.055 0.035 26,749
PD_RMWF1_Mass_T12_Mass_Cancel_1 0.085 0.027 26,749
PD_RMWF1_Mass_T13_Mass_Cancel_2 1.078 0.165 26,753
PD_RMWF1_Mass_T14_Cancel_Task_Detail_Page 0.207 0.053 26,757
PD_RMWF1_Mass_T15_Cancel_Task_Search_Page 0.088 0.037 26,746
PD_RMWF1_T03_Click_Open_New_Request 0.16 0.047 26,730
PD_RMWF1_T04_Click_New_Employee_Onboarding 0.748 0.178 26,738
PD_RMWF1_T05_Click_Save_Request 1.041 0.168 26,738
PD_RMWF1_T06_Submit_for_Approval 3.019 0.345 26,736
PD_RMWF1_T07_Cancel_Request_Detail_Page 0.064 0.031 26,739
PD_RMWF1_T08_Click_Search_Requests 0.202 0.046 26,749
PD_RMWF1_T09_Search_Requests 0.619 0.12 26,751
PD_RMWF1_T10_Review 0.943 0.121 26,751
PD_RMWF1_T11_Click_Close 0.281 0.039 26,751
PD_RMWF1_T12_Close_Finish 0.918 0.111 26,751
PD_RMWF1_T13_Cancel_Request_Detail_Page 0.151 0.035 26,751
PD_RMWF1_T14_Cancel_Request_Search_Page 0.062 0.029 26,754
PD_RMWF2_T03_Click_Open_New_Request 0.159 0.037 45,293
PD_RMWF2_T04_Click_Order 0.697 0.11 45,291
Service Manager 9.6x Deployment Sizing Guide Page 51
PD_RMWF2_T05_Click_Save_Request 1.507 0.167 45,280
PD_RMWF2_T05_Click_Tab_Tasks 0.235 0.062 45,273
PD_RMWF2_T06_Click_Task_ID 0.697 0.116 45,284
PD_RMWF2_T07_Update_Task_1 0.649 0.091 45,284
PD_RMWF2_T08_Click_Receive 0.104 0.029 45,286
PD_RMWF2_T09_Receive_OK 0.133 0.026 45,291
PD_RMWF2_T09_Receive_OK_2 0.488 0.111 45,286
PD_RMWF2_T10_Update_CMDB 0.82 0.123 45,286
PD_RMWF2_T11_Submit_to_CMDB 0.928 0.116 45,287
PD_RMWF2_T12_Review 0.816 0.127 45,288
PD_RMWF2_T13_Close_Task 0.205 0.023 45,288
PD_RMWF2_T14_Close_Task_Finish 0.735 0.108 45,292
PD_RMWF2_T15_Cancel_Task_Detail_Page 0.062 0.026 45,301
PD_RMWF2_T16_Close_Request 0.451 0.055 45,306
PD_RMWF2_T16_Close_Request_1 0.745 0.149 45,307
PD_RMWF2_T17_Close_Request_Finish 0.833 0.125 45,307
PD_RMWF2_T18_Cancel_Request_Detail_Page 0.065 0.027 45,303
PD_SD_Inc_T01_Open_Streamlined_Interaction 0.184 0.04 42,860
PD_SD_Inc_T02_AC_Contact 0.056 0.019 42,858
PD_SD_Inc_T03_Fill_Contact 0.089 0.021 42,857
PD_SD_Inc_T04_Fill_Category_Incident 0.142 0.039 42,857
PD_SD_Inc_T05_Select_Subcategory_hardware 0.112 0.028 42,866
PD_SD_Inc_T06_Select_Area_hardware_failure 0.078 0.022 42,873
PD_SD_Inc_T07_AC_MyDevices 0.076 0.019 42,873
PD_SD_Inc_T08_Fill_MyDevices 0.027 0.02 42,867
PD_SD_Inc_T09_Continue_Escalate_Interaction 1.533 0.179 42,866
PD_SD_Inc_T10_Save_Incident 0.592 0.071 42,862
PD_SD_Inc_T11_Continue_New_Incident 0.866 0.107 42,869
PD_SD_Inc_T12_AC_Assignee_Incident_Coordinator 0.406 0.041 42,873
PD_SD_Inc_T13_Incident_Resolved 2.782 0.278 42,864
PD_SD_Inc_T14_Click_Close 0.222 0.019 42,864
PD_SD_Inc_T15_Close_Incident 1.478 0.169 42,866
PD_SD_Inc_T16_Cancel_Incident_Page 0.175 0.038 42,871
PD_SD_Inc_T17_Cancel_Interaction_Page 0.194 0.04 42,863
PD_SD_Inc_T18_Cancel_Interaction_Page_Yes 0.045 0.024 42,862
PD_SD_SD_T01_Create_Streamlined_Interaction 0.188 0.039 45,359
PD_SD_SD_T02_AC_Contact 0.059 0.017 45,360
PD_SD_SD_T03_Fill_Contact 0.089 0.02 45,359
PD_SD_SD_T04_AC_MyDevices 0.091 0.021 45,361
PD_SD_SD_T05_Fill_MyDevices 0.103 0.02 45,353
PD_SD_SD_T06_Fill_Category_Incident 0.206 0.048 45,354
PD_SD_SD_T07_Select_Subcategory_hardware 0.115 0.029 45,360
PD_SD_SD_T08_Select_Area_hardware_failure 0.078 0.019 45,364
PD_SD_SD_T09_Continue 1.551 0.181 45,364
PD_SD_SD_T10_Save 0.638 0.075 45,371
Service Manager 9.6x Deployment Sizing Guide Page 52
PD_SD_SD_T11_Continue 0.894 0.112 45,367
PD_SD_SD_T12_change_status_resolve 0.147 0.022 45,367
PD_SD_SD_T13_AC_and_Fill_Assignee 0.157 0.031 45,368
PD_SD_SD_T14_Save 1.904 0.216 45,364
PD_SD_SD_T15_Close 0.16 0.013 45,364
PD_SD_SD_T16_Finish 1.31 0.17 45,358
PD_SD_SD_T17_Cancel_Incident_Page 0.094 0.021 45,354
PD_SD_SD_T18_Cancel_Interaction_Page 0.073 0.028 45,354
PD_SD_SR_T01_Open_Streamline_Interaction 0.19 0.048 32,155
PD_SD_SR_T02_AC_Contact 0.1 0.024 32,162
PD_SD_SR_T03_Fill_Contact 0.098 0.027 32,154
PD_SD_SR_T04_AC_MyDevices 0.08 0.021 32,155
PD_SD_SR_T05_Fill_MyDevices 0.03 0.02 32,161
PD_SD_SR_T06_Fill_service_request 0.129 0.034 32,161
PD_SD_SR_T07_Select_Subcategory_Hardware 0.091 0.023 32,166
PD_SD_SR_T08_Continue 1.132 0.151 32,172
PD_SD_SR_T09_Request_Click_Order 0.69 0.123 32,171
PD_SD_SR_T10_Request_Save_New_Request 1.578 0.184 32,173
PD_SD_SR_T11_Request_Tab_Tasks 0.263 0.063 32,178
PD_SD_SR_T12_Request_View_Task 0.723 0.122 32,171
PD_SD_SR_T14_Request_Task_AC_Part_No 0.177 0.038 32,181
PD_SD_SR_T15_Request_Task_Fill_Part_No 0.392 0.097 32,182
PD_SD_SR_T16_Request_Task_AC_Ship_Location 0.058 0.019 32,185
PD_SD_SR_T17_Request_Task_Fill_Ship_Location 0.027 0.019 32,181
PD_SD_SR_T18_Request_Click_Cancel_Task 0.264 0.043 32,181
PD_SD_SR_T19_Request_Finish_Cancel_Task 0.791 0.14 32,177
PD_SD_SR_T20_Request_Cancel_Task_Page 0.075 0.036 32,183
PD_SD_SR_T21_Request_Click_Close 0.29 0.033 32,186
PD_SD_SR_T22-1_Request_Finish_Close 0.206 0.069 32,179
PD_SD_SR_T22-2_Request_Finish_Close_yes 0.909 0.142 32,170
PD_SD_SR_T23_Request_Cancel_Request_Page 0.09 0.022 32,170
PD_SD_SR_T24_Cancel_Interaction_Page 0.068 0.031 32,165
Service Manager 9.6x Deployment Sizing Guide Page 53
Appendix B: [AWS] Service Manager 9.63 CHO – PG 1500 user
example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The CHO results are based on following user workload assumptions.
Home Page Module name User load distribution Throughput (per hour)
index.do Change Management 9.09% 146 Changes
Incident Management 18.18% 451 Incidents
Problem Management 9.09% 154 Problems, 154 known errors
Request Management 18.18% 523 Requests
Service Desk 27.27% 882 Interactions
ess.do Order from Catalog 9.09% 590 Tickets
Submit a request 9.09% 1795 Tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing and
Service Manager on AWS deployment sizing.
Hardware
The servers that were used for these tests are EC2, except for the database computer, which is a RDS.
The following table describes the configurations of these servers for the 1500 user CHO tests.
ID Usage Type Instances Number CPU / MEM (Per Instances)
1 Load Balancers - Frontend application
2 Webtier - EC2 - Auto Scaling Groups t3.medium 5 2 CPU Cores / 4 GB
3 Load Balancers - Backend application
4 Server primary host - Auto Scaling Groups t3.medium 1 2 CPU Cores / 4 GB
5 Server secondary hosts - Auto Scaling Groups t3.medium 25 2 CPU Cores / 4 GB
6 PostgreSQL 10.7-R1 - RDS Database db.m5.4xlarge 1 16 CPU Cores / 64 GB
7 LoadRunner - EC2 c5.2xlarge 1 8 CPU Cores / 16 GB
Software
All tests were run on the following software set:
Micro Focus Load Runner – 12.60.0.0
Apache Tomcat – Apache Tomcat 9.0.11
JDK – OpenJDK 1.8.0_181
Service Manager 9.63
RDS Database - PostgreSQL 10.7-R1
Performance success criteria
The CHO tests are considered successful when the following criteria are met:
Service Manager 9.6x Deployment Sizing Guide Page 54
1500 users simultaneously log in and are able to complete the recorded tests.
No down time and no memory leaks
Resource Utilization ≤ 80%, such as CPU, memory, etc.
Response times fall within the following parameters:
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name SM963 1500 PG
Avg Std. Deviation Pass
PD_CM_SC_T01_Create_New_Change 0.203 0.171 10,374
PD_CM_SC_T02_Select_Category_Standard_Change 0.004 0.01 10,370
PD_CM_SC_T03_Select_Subcategory_Hardware 0.018 0.01 10,368
PD_CM_SC_T04_Select_Install_Memory_on_Server 0.756 0.327 10,367
PD_CM_SC_T05-1_AC_MyDevices 0.076 0.027 10,363
PD_CM_SC_T05-2_Fill_MyDevices 0.331 0.044 10,363
PD_CM_SC_T06_Click_Save_Change 1.147 0.329 10,366
PD_CM_SC_T07_Request_Plan_and_Schedule 1.144 0.204 10,368
PD_CM_SC_T09_AC_Change_Coordinator 0.211 0.029 10,371
PD_CM_SC_T10_Fill_Change_Coordinator 0.179 0.13 10,371
PD_CM_SC_T11_select_Change_Coordinator 0.483 0.054 10,372
PD_CM_SC_T12_AC_Change_Owner 0.093 0.028 10,374
PD_CM_SC_T13_Fill_Change_Owner 0.461 0.051 10,377
PD_CM_SC_T14_Request_Authorization 0.595 0.08 10,377
PD_CM_SC_T15_Request_Authorization_ok 1.787 0.205 10,380
PD_CM_SC_T16_Click_Tab_Tasks_1 0.224 0.05 10,382
PD_CM_SC_T17_Click_First_Task 0.723 0.292 10,382
PD_CM_SC_T18_Click_Close_Task_1 0.385 0.037 10,383
PD_CM_SC_T19_Click_Finish_Task_1 0.602 0.049 10,381
PD_CM_SC_T20_Cancel_Task_1 0.073 0.018 10,376
PD_CM_SC_T21_Refresh_Change_1 0.696 0.058 10,381
PD_CM_SC_T22_Request_PIR 1.77 0.163 10,381
PD_CM_SC_T23_Click_Tab_Tasks_2 0.192 0.021 10,381
PD_CM_SC_T24_Click_Second_Task 0.555 0.067 10,384
PD_CM_SC_T25_Click_Close_Task_2 0.377 0.032 10,386
PD_CM_SC_T26_Click_Finish_Task_2 0.6 0.052 10,389
PD_CM_SC_T27_Cancel_Task_2 0.069 0.015 10,389
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PD_CM_SC_T28_Refresh_Change_2 0.704 0.056 10,396
PD_CM_SC_T30_Link_New_Record_Related_Requests 0.363 0.155 10,394
PD_CM_SC_T31_Category_Order 0.005 0.014 10,394
PD_CM_SC_T32_Subcategory_Order 0.01 0.013 10,393
PD_CM_SC_T33_Order 0.448 0.061 10,393
PD_CM_SC_T34_Link_Request_Save 1.275 0.316 10,392
PD_CM_SC_T35_Link_Request_Cancel 0.519 0.049 10,392
PD_CM_SC_T36_Link_New_Record_Related_Changes 0.132 0.018 10,393
PD_CM_SC_T37_Category_Standard_Change 0.006 0.018 10,393
PD_CM_SC_T38_Subcategory_Software 0.02 0.018 10,397
PD_CM_SC_T39_Activate_Patch 0.505 0.039 10,395
PD_CM_SC_T40_AC_MyDevices_2 0.056 0.015 10,395
PD_CM_SC_T41_Fill_MyDevices_2 0.316 0.041 10,394
PD_CM_SC_T42_Link_Change_Save 0.862 0.063 10,390
PD_CM_SC_T43_Link_Change_Cancel 0.627 0.046 10,384
PD_CM_SC_T44_Link_Change_Unlink_Record 0.043 0.011 10,382
PD_CM_SC_T45_Link_Change_Unlink_Yes 0.542 0.074 10,377
PD_CM_SC_T46_Click_Tab_Calendar 0.455 0.094 10,371
PD_CM_SC_T47_Click_Close 0.155 0.029 10,371
PD_CM_SC_T47_Click_Close_again 0.153 0.027 22
PD_CM_SC_T48_Click_Close_Finish 1.042 0.075 10,371
PD_CM_SC_T49_Cancel_Change 0.053 0.016 10,367
PD_ESS_CatOrder_T02_Order_from_Catalog 0.744 0.04 41,406
PD_ESS_CatOrder_T02-1_Search_Basic_Pc_Package 0.547 0.036 29,169
PD_ESS_CatOrder_T02-2_Open_Basic_Pc_Package 0.174 0.016 29,173
PD_ESS_CatOrder_T03_Personal_Productivity_Services 0.734 0.057 12,239
PD_ESS_CatOrder_T04_Hardware_Bundles 0.549 0.046 12,237
PD_ESS_CatOrder_T05_Basic_PC_Package 0.199 0.023 12,240
PD_ESS_CatOrder_T06_Add_to_Cart 0.35 0.018 41,405
PD_ESS_CatOrder_T07_View_Cart_Checkout 0.058 0.007 41,405
PD_ESS_CatOrder_T08_Submit_Request 0.062 0.008 41,400
PD_ESS_CatOrder_T09_Submit 1.373 0.066 41,401
PD_ESS_CatOrder_T10_Continue 0.04 0.008 41,395
PD_ESS_CatOrder_T11_Logout 0.145 0.016 13,786
PD_ESS_Inc_T01_Click_SubmitRequest 0.182 0.007 125,691
PD_ESS_Inc_T04_Submit_Request 1.398 0.077 125,698
PD_ESS_Load_Login_Page 0.006 0.009 55,706
PD_ESS_Login 1.594 0.056 55,699
PD_ESS_Logout 0.178 0.013 41,903
PD_Inc_SLM_T01_Create_New_Incident 0.144 0.126 13,626
PD_Inc_SLM_T02_Select_Category_Incident 0.412 0.128 13,629
PD_Inc_SLM_T03_AC&Fill_MyDevices 0.083 0.173 13,629
PD_Inc_SLM_T05_Click_Save 0.699 0.17 13,629
PD_Inc_SLM_T06_Click_Continue 0.763 0.167 13,626
PD_Inc_SLM_T07_AC_Subcategory 0.11 0.018 13,626
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PD_Inc_SLM_T08_Fill_Subcategory_hardware 0.162 0.114 13,629
PD_Inc_SLM_T09_Select_Area_hardware_Failure 0.332 0.038 13,626
PD_Inc_SLM_T10_AC&Fill_Assignment_Group 0.049 0.015 13,625
PD_Inc_SLM_T12_Incident_Assign_Phase 0.924 0.076 13,622
PD_Inc_SLM_T13_Incident_Work_In_Progress_Phase 1.088 0.137 13,621
PD_Inc_SLM_T14_Incident_Cancle_page 0.04 0.014 13,622
PD_Inc_SLM_T15_Incident_Open_Search_Page 0.217 0.092 13,623
PD_Inc_SLM_T16_Incident_Search_1 0.821 0.07 13,619
PD_Inc_SLM_T17_Incident_Update_1 0.512 0.061 13,619
PD_Inc_SLM_T18_Incident_Search_2 0.681 0.068 13,620
PD_Inc_SLM_T19_Incident_Update_2 0.505 0.062 13,623
PD_Inc_SLM_T20_Incident_Search_3 0.673 0.067 13,619
PD_Inc_SLM_T21_Incident_Update_3 0.498 0.053 13,617
PD_Inc_SLM_T22_Incident_Search_4 0.676 0.066 13,619
PD_Inc_SLM_T23_Incident_Link_New_Task 0.171 0.122 13,621
PD_Inc_SLM_T24_Task_Select_Category_Investigation 0.353 0.032 13,622
PD_Inc_SLM_T25_Save_Investigation_Task 0.497 0.056 13,620
PD_Inc_SLM_T26_Task_Fill_Assignment_Group 0.235 0.027 13,615
PD_Inc_SLM_T27_Incident_Task_Assign_Phase 0.487 0.103 13,616
PD_Inc_SLM_T28_Incident_Task_Work_In_Progress_Phase 0.425 0.043 13,621
PD_Inc_SLM_T29_Incident_Task_Pending_Review_Phase 0.554 0.046 13,619
PD_Inc_SLM_T30_Incident_Task_Click_Close_Task 0.068 0.01 13,619
PD_Inc_SLM_T31_Incident_Task_Close_Task 0.454 0.037 13,619
PD_Inc_SLM_T32_Incident_Task_Cancel_Page 0.35 0.035 13,621
PD_Inc_SLM_T33_Incident_Resolved_Phase 1.554 0.115 13,617
PD_Inc_SLM_T34_Click_Close 0.126 0.017 13,617
PD_Inc_SLM_T35_Close_Incident 1.157 0.164 13,615
PD_Inc_SLM_T36_Cancel_Incident_Page 0.091 0.017 13,611
PD_Inc_SLM_T37_Cancel_Incident_Search_Page 0.07 0.014 13,615
PD_Inc_T01_Click_Create_New_Incident 0.147 0.089 17,486
PD_Inc_T02_Create_New_Incident 0.258 0.087 17,481
PD_Inc_T03_Click_Fill_Button 0.255 0.107 17,486
PD_Inc_T04_Back_From_Fill 0.14 0.02 17,486
PD_Inc_T05_AC_Int 0.07 0.014 17,492
PD_Inc_T06_AC_Fill_Int 0.038 0.022 17,490
PD_Inc_T07_Save_New_Incident 0.725 0.102 17,490
PD_Inc_T08_Continue_to_Save_New_Incident 0.637 0.155 17,495
PD_Inc_T09_Change_status_from_Categorize_to_Assign 1.163 0.115 17,499
PD_Inc_T10_Chaneg_phase_from_Categorization_to_Investigation 1.09 0.085 17,498
PD_Inc_T11_Load_Category_for_Incident_Task 0.173 0.086 17,497
PD_Inc_T12_Open_new_Incident_task 0.156 0.02 17,508
PD_Inc_T13_Save_Incident_Investigation_Task 0.36 0.037 17,505
PD_Inc_T14_Open_Incident_Investigation_Task_DueDate 0.369 0.032 17,508
PD_Inc_T15_Open_Incident_Investigation_Task_from_Ready_to_Assigned 1.23 0.072 17,509
PD_Inc_T16_Open_Incident_Investigation_Task_from_Assigned_to_WIP 0.772 0.048 17,512
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PD_Inc_T17_Open_Incident_Investigation_Task_from_WIP_to_PendingReview
0.572 0.033 17,512
PD_Inc_T18_Open_Incident_Investigation_Task_Prepare_Close 0.077 0.01 17,512
PD_Inc_T19_Close_Incident_Investigation_Task_Close 0.567 0.033 17,507
PD_Inc_T20_Go_back_to_Incident_page 0.321 0.028 17,503
PD_Inc_T21_Change_phase_from_Investigation_to_Resolved 1.353 0.474 17,503
PD_Inc_T22_Open_Incident_Close_page 0.151 0.244 17,504
PD_Inc_T23_Close_Incident 1.276 0.111 17,502
PD_Inc_T24_Cancel_Incident 0.072 0.014 17,496
PD_Inc_T25_Operator_Logout 0.192 0.029 5,826
PD_Load_Login_Page 0.046 0.052 49,022
PD_Operator_Login 2.109 0.117 49,007
PD_Operator_Logout 0.161 0.038 31,338
PD_PM_KE_T01_Create_New_Problem 0.515 0.199 10,395
PD_PM_KE_T02_AC_MyDevices 0.056 0.021 10,391
PD_PM_KE_T03_Fill_MyDevices 0.012 0.013 10,387
PD_PM_KE_T04_Save_Problem 0.602 0.108 10,378
PD_PM_KE_T05_Continue 0.647 0.173 10,380
PD_PM_KE_T06_Link_New_Task_1 0.173 0.124 10,382
PD_PM_KE_T07_New_Task_1 0.285 0.039 10,379
PD_PM_KE_T08_Save_Task_1 0.561 0.157 10,379
PD_PM_KE_T09_Cancel_Task_Page_1 0.411 0.04 10,385
PD_PM_KE_T10_Link_New_Task_2 0.086 0.016 10,384
PD_PM_KE_T11_New_Task_2 0.269 0.028 10,385
PD_PM_KE_T12_Save_Task_2 0.455 0.047 10,384
PD_PM_KE_T13_Cancel_Task_Page_2 0.402 0.036 10,379
PD_PM_KE_T14-1_Refresh 0.267 0.029 10,378
PD_PM_KE_T14-2_Fill_Subcategory 0.164 0.118 10,368
PD_PM_KE_T15_Select_Subcategory 0.141 0.115 10,364
PD_PM_KE_T16_Select_Area 0.416 0.051 10,369
PD_PM_KE_T17_AC_AssignmentGroup 0.034 0.016 10,368
PD_PM_KE_T18_Fill_AssignmentGroup 0.013 0.013 10,365
PD_PM_KE_T19_Move_To_Investigation 0.796 0.072 10,364
PD_PM_KE_T20_Move_To_Resolution 1.004 0.147 10,370
PD_PM_KE_T21_Move_To_Review 0.676 0.061 10,370
PD_PM_KE_T22_Link_New_KnownError 0.768 0.05 10,372
PD_PM_KE_T23_Save_New_KnownError 0.53 0.132 10,375
PD_PM_KE_T24_KnownError_Click_Close 0.082 0.019 10,371
PD_PM_KE_T25_KnownError_Click_Finish 0.534 0.054 10,373
PD_PM_KE_T26_Cancel_KnownError_Page 0.428 0.037 10,377
PD_PM_KE_T27_Cancel_Problem_Page 0.049 0.018 10,377
PD_PM_KE_T28_Click_Search_Problems 0.185 0.084 10,382
PD_PM_KE_T29_Click_Search 0.492 0.046 10,385
PD_PM_KE_T30_Visit_Task1 0.377 0.037 10,385
PD_PM_KE_T31_Cancel_Task1 0.076 0.019 10,386
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PD_PM_KE_T31_Cancel_Task1_again 0.08 0.028 19
PD_PM_KE_T32_Finish_Cancel_Task1 0.411 0.042 10,389
PD_PM_KE_T32_Finish_Cancel_Task1_again 0.361 0.017 19
PD_PM_KE_T33_Cancel_Task1_Page 0.436 0.044 10,388
PD_PM_KE_T34_Visit_Task2 0.367 0.036 10,391
PD_PM_KE_T35_Cancel_Task2 0.071 0.018 10,390
PD_PM_KE_T35_Cancel_Task2_again 0.071 0.004 18
PD_PM_KE_T36_Finish_Cancel_Task2 0.401 0.04 10,383
PD_PM_KE_T37_Cancel_Task2_Page 0.43 0.043 10,380
PD_PM_KE_T38_Click_Close_Problem 0.142 0.043 10,380
PD_PM_KE_T39_Finish_Close_Problem 0.906 0.062 10,378
PD_PM_KE_T40_Cancel_Problem_Page 0.115 0.02 10,376
PD_PM_KE_T41_Cancel_Problem_Search_Page 0.047 0.017 10,370
PD_RMWF1_Mass_T01_Click_Search_Request_Tasks 0.205 0.072 13,332
PD_RMWF1_Mass_T02_Search_Request_Tasks 0.708 0.106 13,330
PD_RMWF1_Mass_T03_Click_Mass_Update 0.117 0.022 13,332
PD_RMWF1_Mass_T04_Click_Activity 0.129 0.104 13,332
PD_RMWF1_Mass_T05_Activity_Next 0.059 0.015 13,334
PD_RMWF1_Mass_T06_Click_Description 0.036 0.012 13,331
PD_RMWF1_Mass_T07_Description_Next 0.056 0.015 13,336
PD_RMWF1_Mass_T08_Click_Impact 0.035 0.013 13,334
PD_RMWF1_Mass_T09_Impact_Next 0.053 0.008 13,336
PD_RMWF1_Mass_T10_Mass_Update 1.605 0.171 13,332
PD_RMWF1_Mass_T11_Click_Mass_Cancel 0.028 0.017 13,331
PD_RMWF1_Mass_T12_Mass_Cancel_1 0.06 0.014 13,334
PD_RMWF1_Mass_T13_Mass_Cancel_2 1.033 0.061 13,335
PD_RMWF1_Mass_T14_Cancel_Task_Detail_Page 0.146 0.02 13,339
PD_RMWF1_Mass_T15_Cancel_Task_Search_Page 0.055 0.014 13,338
PD_RMWF1_T03_Click_Open_New_Request 0.188 0.128 13,330
PD_RMWF1_T04_Click_New_Employee_Onboarding 0.614 0.178 13,335
PD_RMWF1_T05_Click_Save_Request 0.922 0.15 13,331
PD_RMWF1_T06_Submit_for_Approval 2.636 0.222 13,335
PD_RMWF1_T07_Cancel_Request_Detail_Page 0.037 0.012 13,335
PD_RMWF1_T08_Click_Search_Requests 0.15 0.019 13,335
PD_RMWF1_T09_Search_Requests 0.521 0.033 13,335
PD_RMWF1_T10_Review 0.847 0.061 13,335
PD_RMWF1_T10_Review_again 0.811 0 1
PD_RMWF1_T11_Click_Close 0.242 0.048 13,336
PD_RMWF1_T12_Close_Finish 0.771 0.039 13,336
PD_RMWF1_T13_Cancel_Request_Detail_Page 0.111 0.017 13,335
PD_RMWF1_T14_Cancel_Request_Search_Page 0.035 0.017 13,333
PD_RMWF1_T15_Logout 0.189 0.025 4,384
PD_RMWF2_T03_Click_Open_New_Request 0.103 0.019 22,564
PD_RMWF2_T04_Click_Order 0.586 0.081 22,561
PD_RMWF2_T05_Click_Save_Request 1.294 0.086 22,558
Service Manager 9.6x Deployment Sizing Guide Page 59
PD_RMWF2_T05_Click_Tab_Tasks 0.161 0.018 22,551
PD_RMWF2_T06_Click_Task_ID 0.553 0.066 22,553
PD_RMWF2_T07_Update_Task_1 0.577 0.034 22,553
PD_RMWF2_T08_Click_Receive 0.065 0.013 22,554
PD_RMWF2_T09_Receive_OK 0.108 0.013 22,553
PD_RMWF2_T09_Receive_OK_2 0.4 0.026 22,559
PD_RMWF2_T10_Update_CMDB 0.72 0.041 22,566
PD_RMWF2_T11_Submit_to_CMDB 0.825 0.045 22,566
PD_RMWF2_T12_Review 0.698 0.045 22,562
PD_RMWF2_T13_Close_Task 0.2 0.019 22,562
PD_RMWF2_T14_Close_Task_Finish 0.641 0.034 22,562
PD_RMWF2_T15_Cancel_Task_Detail_Page 0.032 0.01 22,567
PD_RMWF2_T16_Close_Request 0.386 0.024 22,573
PD_RMWF2_T16_Close_Request_1 0.586 0.03 22,572
PD_RMWF2_T17_Close_Request_Finish 0.755 0.039 22,567
PD_RMWF2_T18_Cancel_Request_Detail_Page 0.036 0.011 22,569
PD_RMWF2_T19_Logout 0.166 0.024 7,501
PD_SD_Inc_T01_Open_Streamlined_Interaction 0.21 0.131 21,516
PD_SD_Inc_T02_AC_Contact 0.046 0.014 21,517
PD_SD_Inc_T03_Fill_Contact 0.065 0.012 21,511
PD_SD_Inc_T04_Fill_Category_Incident 0.163 0.071 21,511
PD_SD_Inc_T05_Select_Subcategory_hardware 0.155 0.068 21,514
PD_SD_Inc_T06_Select_Area_hardware_failure 0.056 0.014 21,520
PD_SD_Inc_T07_AC_MyDevices 0.062 0.015 21,521
PD_SD_Inc_T08_Fill_MyDevices 0.01 0.011 21,521
PD_SD_Inc_T09_Continue_Escalate_Interaction 1.283 0.146 21,522
PD_SD_Inc_T10_Save_Incident 0.504 0.045 21,522
PD_SD_Inc_T11_Continue_New_Incident 0.838 0.125 21,522
PD_SD_Inc_T12_AC_Assignee_Incident_Coordinator 0.374 0.024 21,525
PD_SD_Inc_T13_Incident_Resolved 2.439 0.231 21,523
PD_SD_Inc_T14_Click_Close 0.171 0.017 21,523
PD_SD_Inc_T15_Close_Incident 1.286 0.107 21,524
PD_SD_Inc_T16_Cancel_Incident_Page 0.209 0.062 21,524
PD_SD_Inc_T17_Cancel_Interaction_Page 0.065 0.014 21,522
PD_SD_Inc_T18_Cancel_Interaction_Page_Yes 0.014 0.011 21,516
PD_SD_SD_T01_Create_Streamlined_Interaction 0.204 0.082 22,771
PD_SD_SD_T02_AC_Contact 0.047 0.013 22,773
PD_SD_SD_T03_Fill_Contact 0.064 0.012 22,762
PD_SD_SD_T04_AC_MyDevices 0.069 0.013 22,763
PD_SD_SD_T05_Fill_MyDevices 0.079 0.013 22,763
PD_SD_SD_T06_Fill_Category_Incident 0.284 0.116 22,767
PD_SD_SD_T07_Select_Subcategory_hardware 0.155 0.061 22,773
PD_SD_SD_T08_Select_Area_hardware_failure 0.057 0.012 22,769
PD_SD_SD_T09_Continue 1.31 0.116 22,770
PD_SD_SD_T10_Save 0.528 0.032 22,777
Service Manager 9.6x Deployment Sizing Guide Page 60
PD_SD_SD_T11_Continue 0.909 0.158 22,775
PD_SD_SD_T12_change_status_resolve 0.114 0.013 22,775
PD_SD_SD_T13_AC_and_Fill_Assignee 0.135 0.015 22,775
PD_SD_SD_T14_Save 1.59 0.084 22,780
PD_SD_SD_T15_Close 0.127 0.013 22,780
PD_SD_SD_T16_Finish 1.2 0.122 22,779
PD_SD_SD_T17_Cancel_Incident_Page 0.07 0.013 22,776
PD_SD_SD_T18_Cancel_Interaction_Page 0.038 0.011 22,775
PD_SD_SR_T01_Open_Streamline_Interaction 0.204 0.134 16,085
PD_SD_SR_T02_AC_Contact 0.063 0.018 16,089
PD_SD_SR_T03_Fill_Contact 0.067 0.017 16,084
PD_SD_SR_T04_AC_MyDevices 0.063 0.017 16,092
PD_SD_SR_T05_Fill_MyDevices 0.01 0.012 16,094
PD_SD_SR_T06_Fill_service_request 0.163 0.101 16,094
PD_SD_SR_T07_Select_Subcategory_Hardware 0.065 0.015 16,094
PD_SD_SR_T08_Continue 1.041 0.253 16,096
PD_SD_SR_T09_Request_Click_Order 0.559 0.129 16,097
PD_SD_SR_T10_Request_Save_New_Request 1.4 0.218 16,102
PD_SD_SR_T11_Request_Tab_Tasks 0.177 0.031 16,101
PD_SD_SR_T12_Request_View_Task 0.599 0.11 16,103
PD_SD_SR_T14_Request_Task_AC_Part_No 0.123 0.021 16,106
PD_SD_SR_T15_Request_Task_Fill_Part_No 0.311 0.025 16,102
PD_SD_SR_T16_Request_Task_AC_Ship_Location 0.045 0.015 16,098
PD_SD_SR_T17_Request_Task_Fill_Ship_Location 0.01 0.013 16,095
PD_SD_SR_T18_Request_Click_Cancel_Task 0.227 0.038 16,093
PD_SD_SR_T19_Request_Finish_Cancel_Task 0.742 0.154 16,092
PD_SD_SR_T20_Request_Cancel_Task_Page 0.036 0.012 16,087
PD_SD_SR_T21_Request_Click_Close 0.235 0.019 16,082
PD_SD_SR_T22-1_Request_Finish_Close 0.158 0.019 16,082
PD_SD_SR_T22-2_Request_Finish_Close_yes 0.63 0.046 16,083
PD_SD_SR_T23_Request_Cancel_Request_Page 0.066 0.013 16,084
PD_SD_SR_T24_Cancel_Interaction_Page 0.032 0.011 16,076
Appendix C: Service Manager 9.63 CHO – Oracle 3000 user
example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The CHO results are based on following user workload assumptions.
Service Manager 9.6x Deployment Sizing Guide Page 61
Home Page Module name User load distribution Throughput (per hour)
index.do Change Management 9.09% 287.7 Changes
Incident Management 18.18% 864 Incidents
Problem Management 9.09% 287.7 Problems, 287.7 known errors
Request Management 18.18% 997.9 Requests
Service Desk 27.27% 1670.5 Interactions
ess.do Order from Catalog 9.09% 1041.7 Tickets
Submit a request 9.09% 2634.3 Tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 3000 user CHO tests.
ID Usage Operating system CPU Memory
1 SM Server – Primary
(loadbalancer + background + servlets)
Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
48G
2 SM Server-Secondary
(servlets)
Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
48G
3 SM Server-Secondary
(servlets)
Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
48G
14 Apache Tomcat Server Windows 2008 64-bit 12 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
16G
15 Database server Red Hat Enterprise Linux Server release 7.4 (Maipo)
24 CPU Cores
Intel(R) Xeon(R) CPU X5670 @ 2.93GHz
96G
16 Load Runner Controller Windows 2012 R2 8 CPU Cores
Intel(R) Xeon(R) CPU E7-L8867 @ 2.13GHz
16G
17 Apache HTTP Server(Load Balancer) Windows 2008 4 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
4G
Software
All tests were run on the following software set:
Micro Focus Load Runner – 12.53.0.0
Apache Tomcat – Apache Tomcat 9.0.10
Apache – Apache 2.4
JDK – OpenJDK 1.8.0_181
Service Manager 9.63
Oracle Database - Oracle Database 12c Enterprise Edition Release 12.2.0.1.0 - 64bit Production
Service Manager 9.6x Deployment Sizing Guide Page 62
Performance success criteria
The CHO tests are considered successful when the following criteria are met:
3000 users simultaneously log in and are able to complete the recorded tests.
No down time and no memory leaks
Resource Utilization ≤ 80%, such as CPU, memory, etc.
Response times fall within the following parameters:
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name SM963 3000 Oracle
Avg Std. Deviation Pass PD_CM_SC_T01_Create_New_Change 0.187 0.073 20,714
PD_CM_SC_T02_Select_Category_Standard_Change 0.022 0.031 20,718
PD_CM_SC_T03_Select_Subcategory_Hardware 0.036 0.026 20,717
PD_CM_SC_T04_Select_Install_Memory_on_Server 0.953 0.334 20,718
PD_CM_SC_T05-1_AC_MyDevices 0.094 0.035 20,713
PD_CM_SC_T05-2_Fill_MyDevices 0.399 0.077 20,714
PD_CM_SC_T06_Click_Save_Change 1.27 0.243 20,717
PD_CM_SC_T07_Request_Plan_and_Schedule 1.412 0.279 20,726
PD_CM_SC_T09_AC_Change_Coordinator 0.243 0.042 20,729
PD_CM_SC_T10_Fill_Change_Coordinator 0.164 0.069 20,729
PD_CM_SC_T11_select_Change_Coordinator 0.599 0.089 20,733
PD_CM_SC_T12_AC_Change_Owner 0.385 0.062 20,735
PD_CM_SC_T13_Fill_Change_Owner 0.548 0.079 20,741
PD_CM_SC_T14_Request_Authorization 0.685 0.109 20,743
PD_CM_SC_T15_Request_Authorization_ok 2.132 0.317 20,744
PD_CM_SC_T16_Click_Tab_Tasks_1 0.329 0.097 20,746
PD_CM_SC_T17_Click_First_Task 0.837 0.234 20,742
PD_CM_SC_T18_Click_Close_Task_1 0.459 0.073 20,740
PD_CM_SC_T19_Click_Finish_Task_1 0.781 0.108 20,739
PD_CM_SC_T20_Cancel_Task_1 0.122 0.049 20,742
PD_CM_SC_T21_Refresh_Change_1 0.875 0.137 20,748
PD_CM_SC_T22_Request_PIR 2.134 0.28 20,748
PD_CM_SC_T23_Click_Tab_Tasks_2 0.275 0.081 20,753
PD_CM_SC_T24_Click_Second_Task 0.662 0.117 20,751
PD_CM_SC_T25_Click_Close_Task_2 0.423 0.063 20,749
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PD_CM_SC_T26_Click_Finish_Task_2 0.754 0.112 20,749
PD_CM_SC_T27_Cancel_Task_2 0.116 0.044 20,754
PD_CM_SC_T28_Refresh_Change_2 0.881 0.135 20,757
PD_CM_SC_T30_Link_New_Record_Related_Requests 0.372 0.08 20,757
PD_CM_SC_T31_Category_Order 0.016 0.03 20,757
PD_CM_SC_T32_Subcategory_Order 0.032 0.028 20,755
PD_CM_SC_T33_Order 0.594 0.114 20,751
PD_CM_SC_T34_Link_Request_Save 1.346 0.211 20,745
PD_CM_SC_T35_Link_Request_Cancel 0.638 0.101 20,739
PD_CM_SC_T36_Link_New_Record_Related_Changes 0.182 0.049 20,735
PD_CM_SC_T37_Category_Standard_Change 0.021 0.029 20,736
PD_CM_SC_T38_Subcategory_Software 0.039 0.029 20,728
PD_CM_SC_T39_Activate_Patch 0.613 0.107 20,727
PD_CM_SC_T40_AC_MyDevices_2 0.066 0.026 20,721
PD_CM_SC_T41_Fill_MyDevices_2 0.368 0.059 20,717
PD_CM_SC_T42_Link_Change_Save 0.998 0.13 20,719
PD_CM_SC_T43_Link_Change_Cancel 0.758 0.138 20,711
PD_CM_SC_T44_Link_Change_Unlink_Record 0.069 0.028 20,713
PD_CM_SC_T45_Link_Change_Unlink_Yes 0.631 0.091 20,713
PD_CM_SC_T46_Click_Tab_Calendar 0.711 0.131 20,716
PD_CM_SC_T47_Click_Close 0.177 0.025 20,716
PD_CM_SC_T48_Click_Close_Finish 1.241 0.17 20,716
PD_CM_SC_T49_Cancel_Change 0.099 0.049 20,716
PD_ESS_CatOrder_T02_Order_from_Catalog 0.912 0.105 75,004
PD_ESS_CatOrder_T02-1_Search_Basic_Pc_Package 1.032 0.112 52,641
PD_ESS_CatOrder_T02-2_Open_Basic_Pc_Package 0.235 0.031 52,635
PD_ESS_CatOrder_T03_Personal_Productivity_Services 0.969 0.141 22,363
PD_ESS_CatOrder_T04_Hardware_Bundles 0.753 0.112 22,364
PD_ESS_CatOrder_T05_Basic_PC_Package 0.309 0.065 22,361
PD_ESS_CatOrder_T06_Add_to_Cart 0.421 0.072 74,996
PD_ESS_CatOrder_T07_View_Cart_Checkout 0.119 0.04 74,999
PD_ESS_CatOrder_T08_Submit_Request 0.12 0.044 74,996
PD_ESS_CatOrder_T09_Submit 1.678 0.176 74,994
PD_ESS_CatOrder_T10_Continue 0.09 0.041 74,990
PD_ESS_CatOrder_T11_Logout 0.196 0.032 25,000
PD_ESS_Inc_T01_Click_SubmitRequest 0.259 0.044 189,671
PD_ESS_Inc_T04_Submit_Request 1.598 0.119 189,675
PD_ESS_Load_Login_Page 0.025 0.025 88,235
PD_ESS_Login 2.365 0.232 88,216
PD_ESS_Logout 0.253 0.03 63,234
PD_Inc_SLM_T01_Create_New_Incident 0.131 0.065 27,296
PD_Inc_SLM_T02_Select_Category_Incident 0.507 0.128 27,302
PD_Inc_SLM_T03_AC&Fill_MyDevices 0.101 0.04 27,300
PD_Inc_SLM_T05_Click_Save 0.761 0.133 27,302
PD_Inc_SLM_T06_Click_Continue 0.839 0.139 27,303
Service Manager 9.6x Deployment Sizing Guide Page 64
PD_Inc_SLM_T07_AC_Subcategory 0.154 0.028 27,312
PD_Inc_SLM_T08_Fill_Subcategory_hardware 0.146 0.053 27,317
PD_Inc_SLM_T09_Select_Area_hardware_Failure 0.387 0.06 27,312
PD_Inc_SLM_T10_AC&Fill_Assignment_Group 0.064 0.027 27,321
PD_Inc_SLM_T12_Incident_Assign_Phase 1.012 0.127 27,316
PD_Inc_SLM_T13_Incident_Work_In_Progress_Phase 1.265 0.177 27,319
PD_Inc_SLM_T14_Incident_Cancle_page 0.085 0.043 27,318
PD_Inc_SLM_T15_Incident_Open_Search_Page 0.315 0.096 27,318
PD_Inc_SLM_T16_Incident_Search_1 0.688 0.109 27,316
PD_Inc_SLM_T17_Incident_Update_1 0.587 0.071 27,308
PD_Inc_SLM_T18_Incident_Search_2 0.52 0.065 27,310
PD_Inc_SLM_T19_Incident_Update_2 0.581 0.071 27,316
PD_Inc_SLM_T20_Incident_Search_3 0.521 0.067 27,320
PD_Inc_SLM_T21_Incident_Update_3 0.588 0.073 27,315
PD_Inc_SLM_T22_Incident_Search_4 0.575 0.064 27,306
PD_Inc_SLM_T23_Incident_Link_New_Task 0.164 0.048 27,304
PD_Inc_SLM_T24_Task_Select_Category_Investigation 0.354 0.086 27,305
PD_Inc_SLM_T25_Save_Investigation_Task 0.543 0.126 27,303
PD_Inc_SLM_T26_Task_Fill_Assignment_Group 0.302 0.068 27,306
PD_Inc_SLM_T27_Incident_Task_Assign_Phase 0.549 0.09 27,303
PD_Inc_SLM_T28_Incident_Task_Work_In_Progress_Phase 0.494 0.08 27,302
PD_Inc_SLM_T29_Incident_Task_Pending_Review_Phase 0.66 0.123 27,301
PD_Inc_SLM_T30_Incident_Task_Click_Close_Task 0.086 0.012 27,301
PD_Inc_SLM_T31_Incident_Task_Close_Task 0.539 0.108 27,296
PD_Inc_SLM_T32_Incident_Task_Cancel_Page 0.417 0.057 27,300
PD_Inc_SLM_T33_Incident_Resolved_Phase 1.868 0.214 27,304
PD_Inc_SLM_T34_Click_Close 0.165 0.017 27,304
PD_Inc_SLM_T35_Close_Incident 1.281 0.172 27,308
PD_Inc_SLM_T36_Cancel_Incident_Page 0.129 0.041 27,301
PD_Inc_SLM_T37_Cancel_Incident_Search_Page 0.118 0.047 27,304
PD_Inc_T01_Click_Create_New_Incident 0.145 0.06 34,929
PD_Inc_T02_Create_New_Incident 0.339 0.069 34,928
PD_Inc_T03_Click_Fill_Button 0.257 0.061 34,929
PD_Inc_T04_Back_From_Fill 0.193 0.056 34,933
PD_Inc_T05_AC_Int 0.085 0.025 34,938
PD_Inc_T06_AC_Fill_Int 0.06 0.023 34,943
PD_Inc_T07_Save_New_Incident 0.763 0.071 34,938
PD_Inc_T08_Continue_to_Save_New_Incident 0.644 0.073 34,944
PD_Inc_T09_Change_status_from_Categorize_to_Assign 1.386 0.151 34,950
PD_Inc_T10_Chaneg_phase_from_Categorization_to_Investigation 1.268 0.147 34,962
PD_Inc_T11_Load_Category_for_Incident_Task 0.175 0.054 34,966
PD_Inc_T12_Open_new_Incident_task 0.225 0.055 34,958
PD_Inc_T13_Save_Incident_Investigation_Task 0.413 0.067 34,956
PD_Inc_T14_Open_Incident_Investigation_Task_DueDate 0.425 0.066 34,957
PD_Inc_T15_Open_Incident_Investigation_Task_from_Ready_to_Assigned 1.378 0.162 34,959
Service Manager 9.6x Deployment Sizing Guide Page 65
PD_Inc_T16_Open_Incident_Investigation_Task_from_Assigned_to_WIP 0.889 0.118 34,962
PD_Inc_T17_Open_Incident_Investigation_Task_from_WIP_to_PendingReview 0.714 0.124 34,968
PD_Inc_T18_Open_Incident_Investigation_Task_Prepare_Close 0.094 0.011 34,968
PD_Inc_T19_Close_Incident_Investigation_Task_Close 0.743 0.117 34,966
PD_Inc_T20_Go_back_to_Incident_page 0.388 0.045 34,957
PD_Inc_T21_Change_phase_from_Investigation_to_Resolved 1.488 0.173 34,957
PD_Inc_T22_Open_Incident_Close_page 0.205 0.02 34,956
PD_Inc_T23_Close_Incident 1.512 0.161 34,952
PD_Inc_T24_Cancel_Incident 0.139 0.049 34,956
PD_Inc_T25_Operator_Logout 0.298 0.057 11,661
PD_Load_Login_Page 0.183 0.142 98,304
PD_Operator_Login 3.385 0.448 98,281
PD_Operator_Logout 0.228 0.066 62,748
PD_PM_KE_T01_Create_New_Problem 0.647 0.196 20,711
PD_PM_KE_T02_AC_MyDevices 0.068 0.028 20,707
PD_PM_KE_T03_Fill_MyDevices 0.033 0.026 20,709
PD_PM_KE_T04_Save_Problem 0.979 0.137 20,706
PD_PM_KE_T05_Continue 0.704 0.138 20,705
PD_PM_KE_T06_Link_New_Task_1 0.162 0.057 20,711
PD_PM_KE_T07_New_Task_1 0.39 0.098 20,707
PD_PM_KE_T08_Save_Task_1 0.58 0.122 20,707
PD_PM_KE_T09_Cancel_Task_Page_1 0.519 0.102 20,713
PD_PM_KE_T10_Link_New_Task_2 0.153 0.046 20,714
PD_PM_KE_T11_New_Task_2 0.364 0.09 20,723
PD_PM_KE_T12_Save_Task_2 0.54 0.115 20,723
PD_PM_KE_T13_Cancel_Task_Page_2 0.518 0.103 20,728
PD_PM_KE_T14-1_Refresh 0.331 0.049 20,727
PD_PM_KE_T14-2_Fill_Subcategory 0.163 0.075 20,728
PD_PM_KE_T15_Select_Subcategory 0.116 0.055 20,732
PD_PM_KE_T16_Select_Area 0.515 0.102 20,735
PD_PM_KE_T17_AC_AssignmentGroup 0.054 0.03 20,735
PD_PM_KE_T18_Fill_AssignmentGroup 0.033 0.029 20,732
PD_PM_KE_T19_Move_To_Investigation 0.935 0.144 20,738
PD_PM_KE_T20_Move_To_Resolution 1.185 0.229 20,748
PD_PM_KE_T21_Move_To_Review 0.781 0.12 20,748
PD_PM_KE_T22_Link_New_KnownError 0.947 0.172 20,749
PD_PM_KE_T23_Save_New_KnownError 0.546 0.125 20,750
PD_PM_KE_T24_KnownError_Click_Close 0.156 0.055 20,753
PD_PM_KE_T25_KnownError_Click_Finish 0.639 0.118 20,755
PD_PM_KE_T26_Cancel_KnownError_Page 0.537 0.092 20,752
PD_PM_KE_T27_Cancel_Problem_Page 0.098 0.051 20,745
PD_PM_KE_T28_Click_Search_Problems 0.288 0.12 20,746
PD_PM_KE_T29_Click_Search 0.6 0.102 20,744
PD_PM_KE_T30_Visit_Task1 0.485 0.112 20,746
PD_PM_KE_T31_Cancel_Task1 0.15 0.044 20,735
Service Manager 9.6x Deployment Sizing Guide Page 66
PD_PM_KE_T32_Finish_Cancel_Task1 0.522 0.1 20,736
PD_PM_KE_T33_Cancel_Task1_Page 0.53 0.1 20,734
PD_PM_KE_T34_Visit_Task2 0.463 0.096 20,734
PD_PM_KE_T35_Cancel_Task2 0.145 0.044 20,727
PD_PM_KE_T36_Finish_Cancel_Task2 0.519 0.101 20,723
PD_PM_KE_T37_Cancel_Task2_Page 0.531 0.103 20,721
PD_PM_KE_T38_Click_Close_Problem 0.17 0.02 20,721
PD_PM_KE_T39_Finish_Close_Problem 1.071 0.14 20,721
PD_PM_KE_T40_Cancel_Problem_Page 0.173 0.055 20,719
PD_PM_KE_T41_Cancel_Problem_Search_Page 0.148 0.054 20,713
PD_RMWF1_Mass_T01_Click_Search_Request_Tasks 0.321 0.088 26,610
PD_RMWF1_Mass_T02_Search_Request_Tasks 0.88 0.158 26,612
PD_RMWF1_Mass_T03_Click_Mass_Update 0.168 0.048 26,614
PD_RMWF1_Mass_T04_Click_Activity 0.09 0.037 26,615
PD_RMWF1_Mass_T05_Activity_Next 0.093 0.031 26,607
PD_RMWF1_Mass_T06_Click_Description 0.069 0.031 26,610
PD_RMWF1_Mass_T07_Description_Next 0.088 0.028 26,615
PD_RMWF1_Mass_T08_Click_Impact 0.064 0.026 26,617
PD_RMWF1_Mass_T09_Impact_Next 0.077 0.011 26,621
PD_RMWF1_Mass_T10_Mass_Update 1.843 0.25 26,621
PD_RMWF1_Mass_T11_Click_Mass_Cancel 0.06 0.039 26,619
PD_RMWF1_Mass_T12_Mass_Cancel_1 0.097 0.034 26,620
PD_RMWF1_Mass_T13_Mass_Cancel_2 1.226 0.171 26,621
PD_RMWF1_Mass_T14_Cancel_Task_Detail_Page 0.214 0.044 26,627
PD_RMWF1_Mass_T15_Cancel_Task_Search_Page 0.102 0.044 26,625
PD_RMWF1_T03_Click_Open_New_Request 0.171 0.05 26,608
PD_RMWF1_T04_Click_New_Employee_Onboarding 0.8 0.176 26,606
PD_RMWF1_T05_Click_Save_Request 1.07 0.178 26,611
PD_RMWF1_T06_Submit_for_Approval 3.1 0.376 26,615
PD_RMWF1_T07_Cancel_Request_Detail_Page 0.08 0.044 26,617
PD_RMWF1_T08_Click_Search_Requests 0.223 0.057 26,616
PD_RMWF1_T09_Search_Requests 0.617 0.124 26,624
PD_RMWF1_T10_Review 0.967 0.138 26,624
PD_RMWF1_T11_Click_Close 0.28 0.038 26,624
PD_RMWF1_T12_Close_Finish 0.916 0.12 26,624
PD_RMWF1_T13_Cancel_Request_Detail_Page 0.159 0.041 26,626
PD_RMWF1_T14_Cancel_Request_Search_Page 0.073 0.037 26,625
PD_RMWF1_T15_Logout 0.247 0.039 8,842
PD_RMWF2_T03_Click_Open_New_Request 0.178 0.042 45,242
PD_RMWF2_T04_Click_Order 0.73 0.098 45,235
PD_RMWF2_T05_Click_Save_Request 1.546 0.178 45,234
PD_RMWF2_T05_Click_Tab_Tasks 0.267 0.073 45,238
PD_RMWF2_T06_Click_Task_ID 0.761 0.108 45,242
PD_RMWF2_T07_Update_Task_1 0.646 0.083 45,242
PD_RMWF2_T08_Click_Receive 0.12 0.041 45,239
Service Manager 9.6x Deployment Sizing Guide Page 67
PD_RMWF2_T09_Receive_OK 0.144 0.029 45,240
PD_RMWF2_T09_Receive_OK_2 0.507 0.103 45,237
PD_RMWF2_T10_Update_CMDB 0.92 0.13 45,241
PD_RMWF2_T11_Submit_to_CMDB 1.058 0.132 45,241
PD_RMWF2_T12_Review 0.816 0.103 45,243
PD_RMWF2_T13_Close_Task 0.207 0.022 45,243
PD_RMWF2_T14_Close_Task_Finish 0.766 0.114 45,246
PD_RMWF2_T15_Cancel_Task_Detail_Page 0.074 0.034 45,244
PD_RMWF2_T16_Close_Request 0.475 0.059 45,250
PD_RMWF2_T16_Close_Request_1 0.761 0.139 45,245
PD_RMWF2_T17_Close_Request_Finish 0.898 0.121 45,243
PD_RMWF2_T18_Cancel_Request_Detail_Page 0.083 0.036 45,246
PD_RMWF2_T19_Logout 0.236 0.042 15,083
PD_SD_Inc_T01_Open_Streamlined_Interaction 0.204 0.051 42,816
PD_SD_Inc_T02_AC_Contact 0.061 0.024 42,818
PD_SD_Inc_T03_Fill_Contact 0.097 0.024 42,814
PD_SD_Inc_T04_Fill_Category_Incident 0.161 0.054 42,815
PD_SD_Inc_T05_Select_Subcategory_hardware 0.127 0.041 42,816
PD_SD_Inc_T06_Select_Area_hardware_failure 0.085 0.023 42,821
PD_SD_Inc_T07_AC_MyDevices 0.083 0.024 42,829
PD_SD_Inc_T08_Fill_MyDevices 0.033 0.026 42,829
PD_SD_Inc_T09_Continue_Escalate_Interaction 1.537 0.198 42,822
PD_SD_Inc_T10_Save_Incident 0.61 0.078 42,821
PD_SD_Inc_T11_Continue_New_Incident 0.857 0.101 42,821
PD_SD_Inc_T12_AC_Assignee_Incident_Coordinator 0.428 0.043 42,818
PD_SD_Inc_T13_Incident_Resolved 2.756 0.273 42,825
PD_SD_Inc_T14_Click_Close 0.237 0.019 42,825
PD_SD_Inc_T15_Close_Incident 1.494 0.165 42,827
PD_SD_Inc_T16_Cancel_Incident_Page 0.196 0.047 42,819
PD_SD_Inc_T17_Cancel_Interaction_Page 0.221 0.054 42,825
PD_SD_Inc_T18_Cancel_Interaction_Page_Yes 0.066 0.043 42,824
PD_SD_SD_T01_Create_Streamlined_Interaction 0.204 0.052 45,329
PD_SD_SD_T02_AC_Contact 0.066 0.022 45,335
PD_SD_SD_T03_Fill_Contact 0.099 0.026 45,332
PD_SD_SD_T04_AC_MyDevices 0.103 0.026 45,328
PD_SD_SD_T05_Fill_MyDevices 0.111 0.025 45,333
PD_SD_SD_T06_Fill_Category_Incident 0.231 0.058 45,341
PD_SD_SD_T07_Select_Subcategory_hardware 0.131 0.04 45,350
PD_SD_SD_T08_Select_Area_hardware_failure 0.087 0.024 45,344
PD_SD_SD_T09_Continue 1.636 0.194 45,343
PD_SD_SD_T10_Save 0.694 0.079 45,345
PD_SD_SD_T11_Continue 0.911 0.106 45,342
PD_SD_SD_T12_change_status_resolve 0.17 0.026 45,335
PD_SD_SD_T13_AC_and_Fill_Assignee 0.177 0.04 45,341
PD_SD_SD_T14_Save 1.974 0.21 45,333
Service Manager 9.6x Deployment Sizing Guide Page 68
PD_SD_SD_T15_Close 0.181 0.015 45,333
PD_SD_SD_T16_Finish 1.369 0.143 45,328
PD_SD_SD_T17_Cancel_Incident_Page 0.105 0.027 45,327
PD_SD_SD_T18_Cancel_Interaction_Page 0.088 0.035 45,328
PD_SD_SR_T01_Open_Streamline_Interaction 0.213 0.065 32,133
PD_SD_SR_T02_AC_Contact 0.109 0.03 32,132
PD_SD_SR_T03_Fill_Contact 0.109 0.035 32,126
PD_SD_SR_T04_AC_MyDevices 0.087 0.023 32,131
PD_SD_SR_T05_Fill_MyDevices 0.036 0.024 32,134
PD_SD_SR_T06_Fill_service_request 0.151 0.052 32,134
PD_SD_SR_T07_Select_Subcategory_Hardware 0.102 0.028 32,135
PD_SD_SR_T08_Continue 1.18 0.173 32,139
PD_SD_SR_T09_Request_Click_Order 0.75 0.122 32,144
PD_SD_SR_T10_Request_Save_New_Request 1.664 0.196 32,145
PD_SD_SR_T11_Request_Tab_Tasks 0.301 0.067 32,155
PD_SD_SR_T12_Request_View_Task 0.763 0.125 32,155
PD_SD_SR_T14_Request_Task_AC_Part_No 0.195 0.044 32,163
PD_SD_SR_T15_Request_Task_Fill_Part_No 0.404 0.079 32,168
PD_SD_SR_T16_Request_Task_AC_Ship_Location 0.065 0.024 32,163
PD_SD_SR_T17_Request_Task_Fill_Ship_Location 0.031 0.023 32,165
PD_SD_SR_T18_Request_Click_Cancel_Task 0.277 0.043 32,162
PD_SD_SR_T19_Request_Finish_Cancel_Task 0.822 0.136 32,162
PD_SD_SR_T20_Request_Cancel_Task_Page 0.093 0.048 32,151
PD_SD_SR_T21_Request_Click_Close 0.301 0.035 32,147
PD_SD_SR_T22-1_Request_Finish_Close 0.211 0.071 32,144
PD_SD_SR_T22-2_Request_Finish_Close_yes 0.783 0.105 32,144
PD_SD_SR_T23_Request_Cancel_Request_Page 0.1 0.027 32,141
PD_SD_SR_T24_Cancel_Interaction_Page 0.077 0.036 32,139
Appendix D: Service Manager 9.62 CHO – Oracle 2500 user
example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The CHO results are based on following user workload assumptions.
ID Module name User load distribution Throughput (per user per hour)
1 Change Management 16.68% 3.54 changes
2 Service Desk 16.64% 1.37 interaction
3 Incident Management 16.68% 1.65 incidents
Service Manager 9.6x Deployment Sizing Guide Page 69
4 Problem Management 16.64% 3.25 problems, 3.25 known errors
5 Request Management 16.68% 3.54 request
6 Service Catalog 16.68% 3.54 tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 2500 user CHO tests.
ID Usage Operating system CPU Memory
1 SM Server – Primary Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
32G
2 SM Server-Secondary Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
32G
3 SM Server-Secondary Windows 2016 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
32G
14 Apache Tomcat Server Windows 2008 64-bit 8 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
32G
15 Database server Red Hat Enterprise Linux Server release 7.4 (Maipo)
24 CPU Cores
Intel(R) Xeon(R) CPU X5670 @ 2.93GHz
96G
16 Load Runner Controller Windows 2012 R2 8 CPU Cores
Intel(R) Xeon(R) CPU E7-L8867 @ 2.13GHz
16G
17 Apache HTTP Server(Load Balancer) Windows 2008 4 CPU Cores
Intel(R) Xeon(R) Gold 6148 CPU @ 2.40GHz
16G
Software
All tests were run on the following software set:
Micro Focus Load Runner – 12.53.0.0
Apache Tomcat – Apache Tomcat 9.0.10
Apache – Apache 2.4
JDK – OpenJDK 1.8.0_181
Service Manager 9.62
Oracle Database - Oracle Database 12c Enterprise Edition Release 12.2.0.1.0 - 64bit Production
Performance success criteria
The CHO tests are considered successful when the following criteria are met:
2500 users simultaneously log in and are able to complete the recorded tests.
Response times fall within the following parameters:
Service Manager 9.6x Deployment Sizing Guide Page 70
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name
SM962 2500 Oracle
Avg Std. Deviation Pass
Init_load_login_page 0.083 0.049 171,872
Init_login 3.294 0.186 171,784
CM_T001_click_new_change 0.154 0.028 107,844
CM_T002_select_emergency_RFC 0.827 0.075 107,825
CM_T003_change_click_save 1.29 0.076 107,801
CM_T004_change_cancel 0.07 0.022 107,777
CM_T005_click_search_changes 0.289 0.038 107,740
CM_T006_search_by_id 0.848 0.054 107,720
CM_T007_update_change_owner 1.022 0.062 107,696
CM_T008_update_risk&financial 0.973 0.06 107,669
CM_T009_change_cancel 0.108 0.019 107,640
CM_T010_change_cancel_search_page 0.608 0.045 107,610
IM_T002_click_new_incident 0.088 0.03 50,123
IM_T003_select_category_complaint 0.421 0.076 50,119
IM_T004_subcategory_click_fill 0.108 0.038 50,117
IM_T005_subcategory_select_service_delivery 0.087 0.028 50,103
IM_T006_area_select_availability 0.176 0.035 50,101
IM_T007_incident_click_save 0.94 0.095 50,088
IM_T008_incident_save_continue 0.722 0.079 50,082
IM_T009_incident_cancel 0.053 0.027 50,074
IM_T010_click_search_incidents 0.247 0.06 50,062
IM_T011_search_by_id 0.531 0.049 50,038
IM_T012_update_impact_urgency 0.73 0.053 50,035
IM_T013_incident_cancel 0.099 0.025 50,015
IM_T014_search_by_impact_urgency 2.123 0.146 50,006
IM_T015_incident_cancel 0.153 0.027 49,988
IM_T016_search_by_id 0.492 0.043 49,979
IM_T017_update_activities 0.644 0.055 49,968
IM_T018_update_expected_resolution_time 0.615 0.045 49,944
IM_T019_update_escalated 0.826 0.064 49,943
IM_T020_incident_cancel 0.095 0.023 49,933
IM_T021_click_text_search 0.015 0.021 49,928
IM_T022_IR_search_by_text_all_words 1.097 0.062 49,909
Service Manager 9.6x Deployment Sizing Guide Page 71
IM_T023_IR_search_cancel 0.163 0.028 49,905
IM_T024_incident_cancel_search_page 0.614 0.049 49,895
PM_T002_click_new_problem 0.52 0.057 98,889
PM_T003_problem_click_save 2.254 0.133 98,871
PM_T004_problem_save_continue 0.655 0.052 98,848
PM_T005_problem_click_back 0.062 0.022 98,833
PM_T006_click_new_known_error 0.327 0.039 98,818
PM_T007_known_error_save 0.375 0.036 98,794
PM_T008_known_error_click_back 0.59 0.046 98,769
PM_T009_click_search_problems 0.214 0.036 98,742
PM_T010_search_by_id 0.482 0.04 98,708
PM_T011_problem_click_back 0.093 0.019 98,675
PM_T012_problem_cancel_search_page 0.05 0.022 98,645
RF_T002_click_new_request 0.141 0.028 107,896
RF_T003_model_select_order_hardware 0.857 0.071 107,879
RF_T004_request_click_save 0.842 0.055 107,863
RF_T005_request_cancel 0.052 0.021 107,837
RF_T006_click_search_request 0.264 0.039 107,790
RF_T007_search_by_id 0.542 0.046 107,768
RF_T008_update_expected_finish_data 0.572 0.038 107,741
RF_T009_update_submit_for_approval 1.576 0.08 107,707
RF_T010_request_cancel 0.138 0.022 107,686
RF_T011_request_cancel_search_page 0.597 0.044 107,662
SC_T002_click_order_from_catalog 0.829 0.061 107,907
SC_T003_click_personal_productivity_services 0.908 0.06 107,875
SC_T004_click_hardware_bundles 0.687 0.048 107,858
SC_T005_click_basic_pc_package 0.205 0.025 107,837
SC_T006_click_add_to_cart 0.281 0.033 107,822
SC_T007_click_view_cart_checkout 0.083 0.017 107,807
SC_T008_click_submit_request 0.101 0.02 107,786
SC_T009_click_submit 1.454 0.08 107,769
SC_T010_click_submit_continue 0.053 0.021 107,764
SC_T011_refresh_toDO_queue 0.865 0.07 107,731
SD_T002_click_new_interaction 0.087 0.033 41,448
SD_T003_select_category_incident 0.481 0.106 41,447
SD_T004_contact_click_fill 0.088 0.04 41,450
SD_T005_contact_search_operators 0.213 0.032 41,446
SD_T006_subcategory_click_fill 0.093 0.035 41,444
SD_T007_subcategory_hardware 0.095 0.03 41,439
SD_T008_area_hardware_failure 0.2 0.029 41,428
SD_T009_service_click_fill 0.153 0.037 41,427
SD_T010_service_displayname_MyDevices 0.219 0.036 41,434
SD_T011_save_interaction 1.641 0.157 41,434
SD_T012_escalate_incident 0.475 0.057 41,434
SD_T013_click_create_new_incident 0.344 0.043 41,428
SD_T014_save_new_incident 0.871 0.089 41,429
SD_T015_cancel_incident_page 0.416 0.038 41,414
Service Manager 9.6x Deployment Sizing Guide Page 72
SD_T016_cancel_interaction_back 0.062 0.029 41,403
SD_T017_click_search_interactions 0.239 0.071 41,391
SD_T018_search_by_contact 0.875 0.073 41,380
SD_T019_search_by_contact_back 0.18 0.031 41,365
SD_T020_click_text_search 0.014 0.021 41,361
SD_T021_IR_search_by_text_all_words 1.104 0.067 41,339
SD_T022_IR_search_back 0.193 0.03 41,324
SD_T023_search_by_id 0.549 0.049 41,308
SD_T024_update_activities 0.741 0.056 41,293
SD_T025_update_to_resolved 1.325 0.093 41,277
SD_T026_click_close_interaction 0.094 0.027 41,255
SD_T027_close_interaction_finish 0.97 0.064 41,253
SD_T028_cancel_interaction_page_after_close 0.111 0.025 41,244
SD_T029_cancel_interaction_search_page 0.629 0.05 41,238
SD_T030_refresh_toDO_queue_page 0.235 0.154 41,224
End_logout 0.177 0.047 171,461
Service Manager 9.6x Deployment Sizing Guide Page 73
Appendix E: Service Manager 9.62 CHO – PostgreSQL 1500
user example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The CHO results are based on following user workload assumptions.
ID Module name User load distribution Throughput (per user per hour)
1 Change Management 16.67% 2 changes
2 Service Desk 16.67% 1 interaction
3 Incident Management 16.67% 2 incidents
4 Problem Management 16.67% 1.9 problems, 1.9 known errors
5 Request Management 16.67% 1.9 request
6 Service Catalog 16.67% 1.9 tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 1500 user CHO tests.
ID Usage Operating system CPU Memory
1 SM Server – Primary Windows 2016 8 CPU Cores
Intel(R) Xeon(R) CPU E5-2680v3 @ 2.50GHz
32G
2 SM Server-Secondary Windows 2016 8 CPU Cores
Intel(R) Xeon(R) CPU E5-2680v3 @ 2.50GHz
32G
3 SM Server-Secondary Windows 2016 8 CPU Cores
Intel(R) Xeon(R) CPU E5-2680v3 @ 2.50GHz
32G
14 Apache Tomcat Server Windows 2008 64-bit 8 CPU Cores
Intel(R) Xeon(R) CPU E5-2680v3 @ 2.50GHz
32G
15 Database server CentOS Linux release 7.4.1708 (Core)
24 CPU Cores
Intel(R) Xeon(R) CPU X5670 @ 2.93GHz
96G
16 Load Runner Controller Windows 2012 R2 8 CPU Cores
Intel(R) Xeon(R) CPU E7-L8867 @ 2.13GHz
12G
17 Apache HTTP Server(Load Balancer) Windows 2008 4 CPU Cores
Intel(R) Xeon(R) CPU E5-2680v3 @ 2.50GHz
16G
Software
All tests were run on the following software set:
Micro Focus Load Runner – 12.53.0.0
Service Manager 9.6x Deployment Sizing Guide Page 74
Apache Tomcat – Apache Tomcat 9.0.10
Apache – Apache 2.4
JDK – OpenJDK 1.8.0_181
Service Manager 9.62
PostgreSQL Database - PostgreSQL 10.5
Performance success criteria
The CHO tests are considered successful when the following criteria are met:
1500 users simultaneously log in and are able to complete the recorded tests.
Response times fall within the following parameters:
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name
SM962 1500 PostgreSQL
Avg Std. Deviation Pass
Init_load_login_page 0.173 0.487 21,072
Init_login 3.641 0.989 21,045
CM_T001_click_new_change 0.249 0.215 13,229
CM_T002_select_emergency_RFC 1.175 0.563 13,231
CM_T003_change_click_save 1.912 0.52 13,228
CM_T004_change_cancel 0.105 0.136 13,229
CM_T005_click_search_changes 0.395 0.293 13,234
CM_T006_search_by_id 1.278 0.421 13,238
CM_T007_update_change_owner 1.566 0.438 13,234
CM_T008_update_risk&financial 1.497 0.491 13,239
CM_T009_change_cancel 0.142 0.119 13,240
CM_T010_change_cancel_search_page 0.202 0.183 13,242
IM_T002_click_new_incident 0.15 0.162 6,163
IM_T003_select_category_complaint 0.697 0.485 6,166
IM_T004_subcategory_click_fill 0.179 0.252 6,168
IM_T005_subcategory_select_service_delivery 0.143 0.169 6,169
IM_T006_area_select_availability 0.281 0.163 6,163
IM_T007_incident_click_save 1.015 0.409 6,167
IM_T008_incident_save_continue 1.136 0.397 6,171
IM_T009_incident_cancel 0.089 0.166 6,180
IM_T010_click_search_incidents 0.336 0.208 6,179
Service Manager 9.6x Deployment Sizing Guide Page 75
IM_T011_search_by_id 0.991 0.316 6,173
IM_T012_update_impact_urgency 1.114 0.311 6,172
IM_T013_incident_cancel 0.127 0.129 6,161
IM_T014_search_by_impact_urgency 1.787 0.624 6,157
IM_T015_incident_cancel 0.2 0.177 6,156
IM_T016_search_by_id 0.931 0.293 6,158
IM_T017_update_activities 1.009 0.346 6,149
IM_T018_update_expected_resolution_time 0.987 0.397 6,142
IM_T019_update_escalated 1.331 0.49 6,134
IM_T020_incident_cancel 0.123 0.128 6,131
IM_T021_click_text_search 0.035 0.123 6,126
IM_T022_IR_search_by_text_all_words 1.238 0.375 6,122
IM_T023_IR_search_cancel 0.215 0.188 6,117
IM_T024_incident_cancel_search_page 0.208 0.179 6,122
PM_T002_click_new_problem 0.767 0.343 12,211
PM_T003_problem_click_save 1.402 0.365 12,221
PM_T004_problem_save_continue 0.944 0.381 12,226
PM_T005_problem_click_back 0.091 0.141 12,219
PM_T006_click_new_known_error 0.483 0.211 12,223
PM_T007_known_error_save 0.612 0.239 12,216
PM_T008_known_error_click_back 0.177 0.14 12,202
PM_T009_click_search_problems 0.305 0.251 12,204
PM_T010_search_by_id 0.741 0.302 12,199
PM_T011_problem_click_back 0.128 0.115 12,200
PM_T012_problem_cancel_search_page 0.085 0.158 12,197
RF_T002_click_new_request 0.236 0.256 13,267
RF_T003_model_select_order_hardware 0.975 0.348 13,257
RF_T004_request_click_save 1.333 0.371 13,250
RF_T005_request_cancel 0.086 0.142 13,250
RF_T006_click_search_request 0.365 0.264 13,240
RF_T007_search_by_id 0.817 0.331 13,244
RF_T008_update_expected_finish_data 0.861 0.274 13,240
RF_T009_update_submit_for_approval 2.327 0.658 13,250
RF_T010_request_cancel 0.201 0.164 13,271
RF_T011_request_cancel_search_page 0.196 0.195 13,272
SC_T002_click_order_from_catalog 1.336 0.503 13,260
SC_T003_click_personal_productivity_services 1.354 0.577 13,252
SC_T004_click_hardware_bundles 1.079 0.49 13,249
SC_T005_click_basic_pc_package 0.3 0.171 13,241
SC_T006_click_add_to_cart 0.437 0.242 13,245
SC_T007_click_view_cart_checkout 0.112 0.106 13,250
SC_T008_click_submit_request 0.16 0.148 13,245
SC_T009_click_submit 2.324 0.698 13,247
SC_T010_click_submit_continue 0.084 0.139 13,253
SC_T011_refresh_toDO_queue 0.23 0.216 13,264
SD_T002_click_new_interaction 0.155 0.236 5,178
SD_T003_select_category_incident 0.716 0.389 5,175
Service Manager 9.6x Deployment Sizing Guide Page 76
SD_T004_contact_click_fill 0.134 0.249 5,178
SD_T005_contact_search_operators 0.339 0.218 5,183
SD_T006_subcategory_click_fill 0.155 0.238 5,177
SD_T007_subcategory_hardware 0.164 0.23 5,179
SD_T008_area_hardware_failure 0.313 0.179 5,177
SD_T009_service_click_fill 0.287 0.191 5,175
SD_T010_service_displayname_MyDevices 0.325 0.146 5,164
SD_T011_save_interaction 2.411 0.881 5,165
SD_T012_escalate_incident 0.676 0.201 5,117
SD_T013_click_create_new_incident 0.535 0.244 5,111
SD_T014_save_new_incident 1.437 0.508 5,106
SD_T015_cancel_incident_page 0.698 0.32 5,099
SD_T016_cancel_interaction_back 0.104 0.207 5,057
SD_T017_click_search_interactions 0.334 0.29 5,049
SD_T018_search_by_contact 2.568 0.477 5,043
SD_T019_search_by_contact_back 0.225 0.254 5,038
SD_T020_click_text_search 0.035 0.119 5,045
SD_T021_IR_search_by_text_all_words 1.229 0.399 5,050
SD_T022_IR_search_back 0.253 0.2 5,044
SD_T023_search_by_id 1.114 0.576 5,043
SD_T024_update_activities 1.245 0.543 5,048
SD_T025_update_to_resolved 2.146 0.765 5,052
SD_T026_click_close_interaction 0.145 0.155 5,058
SD_T027_close_interaction_finish 1.575 0.614 5,062
SD_T028_cancel_interaction_page_after_close 0.155 0.225 5,063
SD_T029_cancel_interaction_search_page 0.188 0.177 5,061
SD_T030_refresh_toDO_queue_page 0.113 0.194 5,059
End_logout 0.199 0.135 21,051
Service Manager 9.6x Deployment Sizing Guide Page 77
Appendix F: Service Manager 9.61 benchmark – Oracle 2500
user example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The benchmark results are based on following user workload assumptions.
ID Module name User load distribution Throughput (per user per hour)
1 Change Management 16% 2 changes
2 Service Desk 17% 1 interaction
3 Incident Management 17% 2 incidents
4 Problem Management 16% 1.6 problems, 1.6 known errors
5 Request Management 16% 1.8 request
6 Service Catalog 16% 1.8 tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 2500 user benchmark tests.
ID Usage Operating system CPU Memory
1 SM Server – Primary Windows 2016 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
2 SM Server-Secondary Windows 2016 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
3 SM Server-Secondary Windows 2016 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
14 Apache Tomcat Server Windows 2008 64-bit 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
15 Database server Windows 2008 64-bit 24 CPU Cores
Inter Xeon X5660 2.67GHZ
128G
16 Load Runner Controller Windows 2012 R2 Inter Xeon X5650 2.67GHZ 16G
17 Apache HTTP Server(Load Balancer) Windows 2008 8 CPU Cores
Inter Xeon X5650 2.67GHZ
16G
Software
All tests were run on the following software set:
Micro Focus Load Runner – 12.53.0.0
Apache Tomcat – Apache Tomcat 9.0.10
Apache – Apache 2.4
JRE – JRE 1.8.
Service Manager 9.61
Service Manager 9.6x Deployment Sizing Guide Page 78
Oracle Database - Oracle Database 12c Enterprise Edition – 64-bit Production
Performance success criteria
The benchmark tests are considered successful when the following criteria are met:
2500 users simultaneously log in and are able to complete the recorded tests.
Response times fall within the following parameters:
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name
SM961 2500 Oracle
Avg Std. Deviation Pass
logout 0.306 0.142 6,081
SM961_CM_T001_click_new_change 0.274 0.189 3,753
SM961_CM_T002_select_emergency_RFC 1.536 0.826 3,753
SM961_CM_T003_change_click_save 2.171 0.824 3,753
SM961_CM_T004_change_cancel 0.11 0.09 3,753
SM961_CM_T005_click_search_changes 0.499 0.306 3,753
SM961_CM_T006_search_by_id 1.477 0.482 3,753
SM961_CM_T007_update_change_owner 1.654 0.611 3,753
SM961_CM_T008_update_risk_financial 1.538 0.524 3,753
SM961_CM_T009_change_cancel 0.203 0.096 3,753
SM961_CM_T010_change_cancel_search_page 0.138 0.123 3,753
SM961_IM_T002_click_new_incident 0.158 0.138 2,480
SM961_IM_T003_select_category_complaint 0.865 0.518 2,480
SM961_IM_T004_subcategory_click_fill 0.18 0.128 2,480
SM961_IM_T005_subcategory_select_service_delivery 0.16 0.102 2,480
SM961_IM_T006_area_select_availability 0.334 0.144 2,480
SM961_IM_T007_incident_click_save 1.088 0.503 2,480
SM961_IM_T008_incident_save_continue 1.337 0.544 2,480
SM961_IM_T009_incident_cancel 0.083 0.083 2,480
SM961_IM_T010_click_search_incidents 0.445 0.272 2,480
SM961_IM_T011_search_by_id 1.128 0.372 2,480
SM961_IM_T012_update_impact_urgency 1.181 0.428 2,480
SM961_IM_T013_incident_cancel 0.186 0.086 2,480
SM961_IM_T014_search_by_impact_urgency 1.786 0.481 2,480
SM961_IM_T015_incident_cancel 0.298 0.111 2,480
SM961_IM_T016_search_by_id 0.789 0.252 2,480
Service Manager 9.6x Deployment Sizing Guide Page 79
SM961_IM_T017_update_activities 1.229 0.481 2,480
SM961_IM_T018_update_expected_resolution_time 1.058 0.364 2,480
SM961_IM_T019_update_escalated 1.583 0.547 2,480
SM961_IM_T020_incident_cancel 0.188 0.125 2,480
SM961_IM_T021_incident_cancel_search_page 0.122 0.097 2,480
SM961_Op_load_login_page 1.062 0.07 6,116
SM961_Op_login 4.569 1.387 6,115
SM961_PM_T002_click_new_problem 1.022 0.601 2,750
SM961_PM_T003_problem_click_save 1.064 0.553 2,735
SM961_PM_T004_problem_save_continue 1.16 0.504 2,735
SM961_PM_T005_problem_cancel 0.083 0.079 2,735
SM961_PM_T006_click_new_known_error 0.693 0.41 2,735
SM961_PM_T007_known_error_save 0.623 0.335 2,735
SM961_PM_T008_known_error_cancel 0.113 0.141 2,735
SM961_PM_T009_click_search_problems 0.387 0.235 2,735
SM961_PM_T010_search_by_id 1.014 0.365 2,735
SM961_PM_T011_problem_cancel 0.187 0.116 2,735
SM961_PM_T012_problem_cancel_search_page 0.081 0.09 2,735
SM961_RF_T002_click_new_request 0.25 0.16 3,784
SM961_RF_T003_model_select_order_hardware 1.191 0.637 3,784
SM961_RF_T004_request_click_save 1.552 0.636 3,784
SM961_RF_T005_request_cancel 0.072 0.074 3,765
SM961_RF_T006_click_search_request 0.509 0.342 3,708
SM961_RF_T007_search_by_id 1.066 0.367 3,708
SM961_RF_T008_update_expected_finish_data 1.069 0.42 3,708
SM961_RF_T009_update_submit_for_approval 2.625 0.861 3,708
SM961_RF_T010_request_cancel 0.266 0.157 3,708
SM961_RF_T011_request_cancel_search_page 0.119 0.128 3,708
SM961_SC_T002_click_order_from_catalog 1.442 0.629 3,730
SM961_SC_T003_click_personal_productivity_services 1.538 0.507 3,730
SM961_SC_T004_click_hardware_bundles 1.105 0.369 3,730
SM961_SC_T005_click_basic_pc_package 0.354 0.147 3,730
SM961_SC_T006_click_add_to_cart 0.538 0.364 3,730
SM961_SC_T007_click_view_cart_checkout 0.136 0.114 3,730
SM961_SC_T008_click_submit_request 0.186 0.128 3,730
SM961_SC_T009_click_submit 2.547 0.933 3,730
SM961_SC_T010_click_submit_continue 0.073 0.076 3,730
SM961_SC_T011_refresh_toDO_queue 0.114 0.099 3,730
SM961_SD_T002_click_new_interaction 0.155 0.131 1,768
SM961_SD_T003_select_category_incident 1.125 0.525 1,768
SM961_SD_T004_contact_ac_first 0.242 0.112 1,768
SM961_SD_T005_contact_ac_next 0.238 0.113 9,620
SM961_SD_T006_contact_ac_select_contact 0.381 0.164 1,768
SM961_SD_T007_subcategory_click_fill 0.183 0.11 1,768
SM961_SD_T008_subcategory_hardware 0.168 0.104 1,768
SM961_SD_T009_area_hardware_failure 0.367 0.177 1,768
SM961_SD_T010_service_ac_first 0.163 0.098 1,768
Service Manager 9.6x Deployment Sizing Guide Page 80
SM961_SD_T012_save_interaction 2.802 0.978 1,768
SM961_SD_T013_escalate_incident 0.991 0.45 1,768
SM961_SD_T014_click_create_new_incident 0.756 0.374 1,729
SM961_SD_T015_save_new_incident 1.936 0.737 1,729
SM961_SD_T016_cancel_incident_page 0.834 0.268 1,729
SM961_SD_T017_cancel_interaction_page 0.091 0.088 1,729
SM961_SD_T018_click_search_interactions 0.411 0.28 1,729
SM961_SD_T019_search_by_contact 1.781 0.504 1,729
SM961_SD_T020_search_by_contact_back 0.3 0.137 1,729
SM961_SD_T021_search_by_id 1.111 0.354 1,704
SM961_SD_T022_update_activities 1.048 0.354 1,704
SM961_SD_T023_update_to_resolved 2.383 0.72 1,704
SM961_SD_T024_click_close_interaction 0.217 0.232 1,704
SM961_SD_T025_close_interaction_finish 1.958 0.644 1,704
SM961_SD_T026_cancel_interaction_page_after_close 0.182 0.105 1,704
SM961_SD_T027_cancel_interaction_search_page 0.115 0.08 1,704
SM961_SD_T028_refresh_toDO_queue_page 0.087 0.142 1,704
SM961_workFlow_request 0.127 0.139 160,988
Appendix G: Service Manager 9.61 benchmark – PostgreSQL
1000 user example
Introduction
The goal of these examples is to demonstrate the overall performance quality of different sizes of Service Manager systems under
different levels of user loads. The benchmark results are based on following user workload assumptions.
ID Module name User load distribution Throughput (per user per hour)
1 Change Management 16% 2 changes
2 Service Desk 17% 1 interaction
3 Incident Management 17% 2 incidents
4 Problem Management 16% 1.9 problems, 1.9 known errors
5 Request Management 16% 1.9 request
6 Service Catalog 16% 1.9 tickets
Deployment diagram
All the deployments follow the recommendations in this guide. For more information, refer to Service Manager deployment sizing.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 1000 user benchmark tests.
ID Usage Operating system CPU Memory
Service Manager 9.6x Deployment Sizing Guide Page 81
1 SM Server – Primary Windows 2016 12 CPU Cores
Inter Xeon X5650 2.67GHZ
48G
14 Apache Tomcat Server Windows 2008 64-bit 8 CPU Cores
Inter Xeon X5650 2.67GHZ
24G
15 Database server Windows 2008 64-bit 24 CPU Cores
Inter Xeon X5660 2.67GHZ
96G
16 Load Runner Controller Windows 2012 R2 Inter Xeon X5650 2.67GHZ 16G
17 Apache HTTP Server(Load Balancer) Windows 2008 8 CPU Cores
Inter Xeon X5650 2.67GHZ
16G
Software
All tests were run on the following software set:
Micro Focus Load Runner – 12.53.0.0
Apache Tomcat – Apache Tomcat 9.0.10
Apache – Apache 2.4
JRE – JRE 1.8.
Service Manager 9.61
PostgreSQL Database - PostgreSQL 9.6.8
Performance success criteria
The benchmark tests are considered successful when the following criteria are met:
1000 users simultaneously log in and are able to complete the recorded tests.
Response times fall within the following parameters:
o Login – 5 seconds average
o Workflow transition actions – 3 seconds average
These actions move records to next phase
o Mass operations – 5 seconds average
“mass add,” 4 tasks on average
“mass update,” 4 tasks on average
“submit CIs to CMDB,” 5 CIs on average
o Others – 1 second
Average response times
Transaction Name SM961 1000 PostgreSQL
Avg Std. Deviation Pass
logout 0.324 0.108 1,665
SM961_CM_T001_click_new_change 0.241 0.139 1,002
SM961_CM_T002_select_emergency_RFC 1.312 0.562 1,002
SM961_CM_T003_change_click_save 1.985 0.725 1,002
SM961_CM_T004_change_cancel 0.096 0.036 1,002
SM961_CM_T005_click_search_changes 0.417 0.204 1,002
SM961_CM_T006_search_by_id 1.39 0.363 1,002
Service Manager 9.6x Deployment Sizing Guide Page 82
SM961_CM_T007_update_change_owner 1.623 0.492 1,002
SM961_CM_T008_update_risk_financial 1.545 0.523 1,002
SM961_CM_T009_change_cancel 0.191 0.035 1,002
SM961_CM_T010_change_cancel_search_page 0.134 0.03 1,002
SM961_IM_T002_click_new_incident 0.131 0.085 500
SM961_IM_T003_select_category_complaint 0.701 0.25 500
SM961_IM_T004_subcategory_click_fill 0.155 0.086 500
SM961_IM_T005_subcategory_select_service_delivery 0.144 0.068 500
SM961_IM_T006_area_select_availability 0.301 0.063 500
SM961_IM_T007_incident_click_save 0.995 0.349 500
SM961_IM_T008_incident_save_continue 1.285 0.377 500
SM961_IM_T009_incident_cancel 0.071 0.021 500
SM961_IM_T010_click_search_incidents 0.402 0.191 500
SM961_IM_T011_search_by_id 1.548 0.328 500
SM961_IM_T012_update_impact_urgency 1.291 0.352 500
SM961_IM_T013_incident_cancel 0.177 0.032 500
SM961_IM_T014_search_by_impact_urgency 1.656 0.321 500
SM961_IM_T015_incident_cancel 0.281 0.046 500
SM961_IM_T016_search_by_id 1.13 0.181 500
SM961_IM_T017_update_activities 1.237 0.354 500
SM961_IM_T018_update_expected_resolution_time 1.049 0.264 500
SM961_IM_T019_update_escalated 1.552 0.379 500
SM961_IM_T020_incident_cancel 0.177 0.03 500
SM961_IM_T021_incident_cancel_search_page 0.129 0.034 500
SM961_Op_load_login_page 1.048 0.014 1,676
SM961_Op_login 3.691 1.123 1,676
SM961_PM_T002_click_new_problem 0.923 0.418 1,002
SM961_PM_T003_problem_click_save 0.927 0.358 998
SM961_PM_T004_problem_save_continue 1.12 0.244 998
SM961_PM_T005_problem_cancel 0.073 0.023 998
SM961_PM_T006_click_new_known_error 0.616 0.095 998
SM961_PM_T007_known_error_save 0.597 0.117 998
SM961_PM_T008_known_error_cancel 0.105 0.017 998
SM961_PM_T009_click_search_problems 0.33 0.145 998
SM961_PM_T010_search_by_id 0.99 0.216 998
SM961_PM_T011_problem_cancel 0.165 0.037 998
SM961_PM_T012_problem_cancel_search_page 0.059 0.015 998
SM961_RF_T002_click_new_request 0.216 0.119 1,013
SM961_RF_T003_model_select_order_hardware 1.054 0.431 1,013
SM961_RF_T004_request_click_save 1.428 0.402 1,013
SM961_RF_T005_request_cancel 0.059 0.015 1,007
SM961_RF_T006_click_search_request 0.384 0.141 990
SM961_RF_T007_search_by_id 1.069 0.229 990
SM961_RF_T008_update_expected_finish_data 0.996 0.22 990
Service Manager 9.6x Deployment Sizing Guide Page 83
SM961_RF_T009_update_submit_for_approval 2.446 0.567 990
SM961_RF_T010_request_cancel 0.237 0.034 990
SM961_RF_T011_request_cancel_search_page 0.114 0.027 990
SM961_SC_T002_click_order_from_catalog 1.145 0.374 996
SM961_SC_T003_click_personal_productivity_services 1.158 0.338 996
SM961_SC_T004_click_hardware_bundles 0.944 0.315 996
SM961_SC_T005_click_basic_pc_package 0.306 0.086 996
SM961_SC_T006_click_add_to_cart 0.443 0.119 996
SM961_SC_T007_click_view_cart_checkout 0.113 0.033 996
SM961_SC_T008_click_submit_request 0.127 0.031 996
SM961_SC_T009_click_submit 2.454 0.698 996
SM961_SC_T010_click_submit_continue 0.057 0.012 996
SM961_SC_T011_refresh_toDO_queue 0.114 0.043 996
SM961_SD_T002_click_new_interaction 0.129 0.076 501
SM961_SD_T003_select_category_incident 1.033 0.337 501
SM961_SD_T004_contact_ac_first 0.129 0.053 501
SM961_SD_T005_contact_ac_next 0.125 0.057 2,802
SM961_SD_T006_contact_ac_select_contact 0.348 0.08 501
SM961_SD_T007_subcategory_click_fill 0.159 0.072 501
SM961_SD_T008_subcategory_hardware 0.153 0.08 501
SM961_SD_T009_area_hardware_failure 0.353 0.09 501
SM961_SD_T010_service_ac_first 0.143 0.071 501
SM961_SD_T012_save_interaction 2.678 0.804 501
SM961_SD_T013_escalate_incident 0.911 0.304 501
SM961_SD_T014_click_create_new_incident 0.727 0.138 494
SM961_SD_T015_save_new_incident 1.892 0.603 494
SM961_SD_T016_cancel_incident_page 0.807 0.163 494
SM961_SD_T017_cancel_interaction_page 0.078 0.023 494
SM961_SD_T018_click_search_interactions 0.359 0.178 494
SM961_SD_T019_search_by_contact 2.655 0.341 494
SM961_SD_T020_search_by_contact_back 0.268 0.041 494
SM961_SD_T021_search_by_id 1.346 0.226 494
SM961_SD_T022_update_activities 1.012 0.259 494
SM961_SD_T023_update_to_resolved 2.187 0.532 493
SM961_SD_T024_click_close_interaction 0.159 0.047 493
SM961_SD_T025_close_interaction_finish 1.755 0.434 493
SM961_SD_T026_cancel_interaction_page_after_close 0.164 0.031 493
SM961_SD_T027_cancel_interaction_search_page 0.123 0.021 493
SM961_SD_T028_refresh_toDO_queue_page 0.062 0.054 493
SM961_workFlow_request 0.113 0.097 43,870
Service Manager 9.6x Deployment Sizing Guide Page 84
Appendix H: Service Manager 9.60 benchmark – 10k user
example
Introduction
The goal of the benchmark test is to determine the system performance with 10,000 concurrent users. The user workload assumptions
are same as benchmark test for 2500 users.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Deployment diagram
Our test environment for 10,000 concurrent users consists 12 Service Manager servers, 40 Tomcat instances (on two computers), 3
Apache instances (on one computer), and 1 database computer.
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the 10,000 user benchmark tests.
Service Manager 9.6x Deployment Sizing Guide Page 85
ID Usage Operating system CPU Memory
1 SM Server – Primary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
2 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
3 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
4 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
5 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
6 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
7 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
8 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
9 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
10 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
11 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
12 SM Server-Secondary Windows 2012 R2 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
13 Apache Tomcat Server Windows 2008 64-bit 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
14 Apache Tomcat Server Windows 2008 64-bit 8 CPU Cores
Inter Xeon X5650 2.67GHZ
32G
15 Database server Windows 2008 64-bit 24 CPU Cores
Inter Xeon X5660 2.67GHZ
128G
16 Load Runner Controller Windows 2012 R2 Inter Xeon X5650 2.67GHZ 16G
17 Apache HTTP Server(Load Balancer)
Windows 2008 8 CPU Cores
Inter Xeon X5650 2.67GHZ
16G
Software
All tests were run on the following software set:
Micro Focus Load Runner 12.00
Apache Tomcat 7.0.57
Apache 2.2.29
JRE 1.8
Service Manager 9.60 GA Build
Oracle Database 12c Enterprise Edition (64-bit Production)
Performance success criteria
The 10,000 user benchmark tests are considered successful when the following criteria are met:
Service Manager 9.6x Deployment Sizing Guide Page 86
10,000 users simultaneously log in and are able to complete the recorded tests.
Response times fall within the following parameters:
o Login – 4 seconds average
Compared with 2500 users response time the downgrade should less than 10%.
o Workflow transition actions – 5 seconds average
These actions will trigger ticket move to next phase.
Compared with 2500 users response time the downgrade should less than 15%.
o Others – 1 second
Average response times
Transaction name
SM9.60 10K
Avg Nb txn
PD_CM_SC_T01_Open_New_Change 0.368 1792
PD_CM_SC_T02_Select_Category_Standard 1.574 1792
PD_CM_SC_T03_AC_MyDevices 0.214 1792
PD_CM_SC_T04_Fill_MyDevices 0.092 1792
PD_CM_SC_T05_Click_Save_Change 2.416 1792
PD_CM_SC_T06_Request_Plan_and_Schedule 2.423 1792
PD_CM_SC_T07_AC_Change_Coordinator 0.277 1792
PD_CM_SC_T08_Fill_Change_Coordinator 0 1792
PD_CM_SC_T09_AC_Change_Owner 0.157 1792
PD_CM_SC_T10_Fill_Change_Owner 0 1792
PD_CM_SC_T11_Request_Authorization 5.405 1792
PD_CM_SC_T11_Request_Authorization_again 3.771 1792
PD_CM_SC_T12_Click_Tab_Tasks_1 0.607 1792
PD_CM_SC_T13_Click_First_Task 1.474 1792
PD_CM_SC_T14_Click_Close_Task_1 0.628 1792
PD_CM_SC_T15_Click_Finish_Task_1 1.372 1792
PD_CM_SC_T16_Cancel_Task_1 0.157 1792
PD_CM_SC_T17_Refresh_Change_1 1.585 1792
PD_CM_SC_T18_Request_PIR 4.206 1792
PD_CM_SC_T19_Click_Tab_Tasks_2 0.551 1792
PD_CM_SC_T20_Click_Second_Task 1.365 1792
PD_CM_SC_T21_Click_Close_Task_2 0.652 1792
PD_CM_SC_T22_Click_Finish_Task_2 1.386 1792
PD_CM_SC_T23_Cancel_Task_2 0.17 1792
PD_CM_SC_T24_Refresh_Change_2 2.172 1792
PD_CM_SC_T26_Link_Request 0.443 1792
PD_CM_SC_T27_Link_Request_Cancel 0.575 1792
PD_CM_SC_T27_Link_Request_Order 1.066 1792
Service Manager 9.6x Deployment Sizing Guide Page 87
Transaction name
SM9.60 10K
Avg Nb txn
PD_CM_SC_T28_Link_Change 1.228 1792
PD_CM_SC_T28_Link_Request_Save 0.772 1792
PD_CM_SC_T29_Link_Change_Software 2.028 1792
PD_CM_SC_T30_AC_MyDevices_2 0.154 1792
PD_CM_SC_T31_Fill_MyDevices_2 0.059 1792
PD_CM_SC_T32_Link_Change_Save 0.655 1792
PD_CM_SC_T33_Link_Change_Cancel 1.532 1792
PD_CM_SC_T34_Link_Change_Unlink 1.263 1792
PD_CM_SC_T35_Link_Change_Unlink_Yes 1.016 1792
PD_CM_SC_T36_Click_Tab_Calendar 0.53 1792
PD_CM_SC_T37_Click_Close 0.489 1792
PD_CM_SC_T38_Click_Close_Finish 2.398 1792
PD_CM_SC_T39_Cancel_Change 0.159 1792
PD_ESS_CatOrder_T02_Order_from_Catalog 1.752 5376
PD_ESS_CatOrder_T03_Personal_Productivity_Services 1.942 5376
PD_ESS_CatOrder_T04_Hardware_Bundles 1.49 5376
PD_ESS_CatOrder_T05_Basic_PC_Package 0.474 5376
PD_ESS_CatOrder_T06_Add_to_Cart 0.679 5376
PD_ESS_CatOrder_T07_View_Cart_Checkout 0.186 5376
PD_ESS_CatOrder_T08_Submit_Request 0.202 5376
PD_ESS_CatOrder_T09_Submit 3.429 5376
PD_ESS_CatOrder_T10_Continue 0.103 5376
PD_ESS_CatOrder_T11_Logout 0.391 1792
PD_ESS_Inc_T01_Click_SubmitRequest 0.503 10752
PD_ESS_Inc_T04_Submit_Request 2.785 10752
PD_ESS_Load_Login_Page 0.111 5376
PD_ESS_Login 2.761 5376
PD_ESS_Logout 0.324 3584
PD_Inc_T01_Click_Create_New_Incident 0.314 1792
PD_Inc_T01_Create_New_Incident 0.26 1792
PD_Inc_T02_Create_New_Incident 0.672 1792
PD_Inc_T02_Select_Category_Incident 0.992 1792
PD_Inc_T03_AC_MyDevices 0.181 1792
PD_Inc_T03_Click_Fill_Button 0.555 1792
PD_Inc_T04_Back_From_Fill 0.293 1792
PD_Inc_T04_Fill_MyDevices 0 1792
PD_Inc_T05_AC_Int 0.167 1792
PD_Inc_T05_Click_Save 1.358 1792
PD_Inc_T06_AC_Fill_Int 0.031 1792
Service Manager 9.6x Deployment Sizing Guide Page 88
Transaction name
SM9.60 10K
Avg Nb txn
PD_Inc_T06_Click_Continue 1.189 1792
PD_Inc_T07_AC_Subcategory 0.36 1792
PD_Inc_T07_Save_New_Incident 1.414 1792
PD_Inc_T08_Continue_to_Save_New_Incident 1.162 1792
PD_Inc_T08_Fill_Subcategory_hardware 0.281 1792
PD_Inc_T09_Change_status_from_Categorize_to_Assign 2.587 1792
PD_Inc_T09_Select_Area_hardware_Failure 0.793 1792
PD_Inc_T10_AC_Assignment_Group 0.121 1792
PD_Inc_T10_Chaneg_phase_from_Categorization_to_Investigation 1.979 1792
PD_Inc_T11_Fill_Assignment_Group 0 1792
PD_Inc_T11_Load_Category_for_Incident_Task 0.277 1792
PD_Inc_T12_Incident_Assign_Phase 2.101 1792
PD_Inc_T12_Open_new_Incident_task 0.461 1792
PD_Inc_T13_Incident_Work_In_Progress_Phase 2.529 1792
PD_Inc_T13_Save_Incident_Investigation_Task 0.807 1792
PD_Inc_T14_Incident_Cancle_page 0.119 1792
PD_Inc_T14_Open_Incident_Investigation_Task_DueDate 0.254 1792
PD_Inc_T15_Incident_Open_Search_Page 0.572 1792
PD_Inc_T15_Open_Incident_Investigation_Task_from_Ready_to_Assigned 2.5 1792
PD_Inc_T16_Incident_Search_1 1.307 1792
PD_Inc_T16_Open_Incident_Investigation_Task_from_Assigned_to_WIP 2.063 1792
PD_Inc_T17_Incident_Update_1 1.294 1792
PD_Inc_T17_Open_Incident_Investigation_Task_from_WIP_to_PendingReview 1.243 1792
PD_Inc_T18_Incident_Search_2 0.99 1792
PD_Inc_T18_Open_Incident_Investigation_Task_Prepare_Close 0.251 1792
PD_Inc_T19_Close_Incident_Investigation_Task_Close 1.186 1792
PD_Inc_T19_Incident_Update_2 1.342 1792
PD_Inc_T20_Go_back_to_Incident_page 0.782 1792
PD_Inc_T20_Incident_Search_3 1.04 1792
PD_Inc_T21_Change_phase_from_Investigation_to_Resolved 3.819 1792
PD_Inc_T21_Incident_Update_3 1.372 1792
PD_Inc_T22_Incident_Search_4 1.027 1792
PD_Inc_T22_Open_Incident_Close_page 0.427 1792
PD_Inc_T23_Close_Incident 2.801 1792
PD_Inc_T23_Incident_Link_New_Task 0.26 1792
PD_Inc_T24_Cancel_Incident 0.279 1792
PD_Inc_T24_Task_Select_Category_Investigation 0.385 1792
PD_Inc_T25_Operator_Logout 0.691 896
PD_Inc_T25_Save_Investigation_Task 1.269 1792
Service Manager 9.6x Deployment Sizing Guide Page 89
Transaction name
SM9.60 10K
Avg Nb txn
PD_Inc_T26_Task_Fill_Assignment_Group 0.575 1792
PD_Inc_T27_Incident_Task_Assign_Phase 1.122 1792
PD_Inc_T28_Incident_Task_Work_In_Progress_Phase 1.249 1792
PD_Inc_T29_Incident_Task_Pending_Review_Phase 1.402 1792
PD_Inc_T30_Incident_Task_Click_Close_Task 0.207 1792
PD_Inc_T31_Incident_Task_Close_Task 1.153 1792
PD_Inc_T32_Incident_Task_Cancel_Page 0.802 1792
PD_Inc_T33_Incident_Resolved_Phase 4.627 1792
PD_Inc_T34_Click_Close 0.311 1792
PD_Inc_T35_Close_Incident 2.658 1792
PD_Inc_T36_Cancel_Incident_Page 0.223 1792
PD_Inc_T37_Cancel_Incident_Search_Page 0.217 1792
PD_Load_Login_Page 0.202 8064
PD_Operator_Login 4.523 8064
PD_Operator_Logout 0.509 5376
PD_PM_KE_T01_Open_New_Interaction 1.267 1789
PD_PM_KE_T02_AC_MyDevices 0.14 1789
PD_PM_KE_T03_Fill_MyDevices 0.028 1789
PD_PM_KE_T04_Save_Problem 1.559 1789
PD_PM_KE_T05_Continue 1.087 1789
PD_PM_KE_T06_Link_New_Task_1 0.278 1789
PD_PM_KE_T07_New_Task_1 0.701 1789
PD_PM_KE_T08_Save_Task_1 0.95 1789
PD_PM_KE_T09_Cancel_Task_Page_1 0.925 1789
PD_PM_KE_T10_Link_New_Task_2 0.195 1789
PD_PM_KE_T11_New_Task_2 0.597 1789
PD_PM_KE_T12_Save_Task_2 0.927 1789
PD_PM_KE_T13_Cancel_Task_Page_2 0.951 1789
PD_PM_KE_T14_Fill_Subcategory 0.366 1789
PD_PM_KE_T15_Select_Subcategory 0.243 1789
PD_PM_KE_T16_Select_Area 0.815 1789
PD_PM_KE_T17_AC_AssignmentGroup 0.101 1789
PD_PM_KE_T18_Fill_AssignmentGroup 0.054 1789
PD_PM_KE_T19_Move_To_Investigation 2.046 1789
PD_PM_KE_T20_Move_To_Resolution 2.623 1789
PD_PM_KE_T21_Move_To_Review 2.472 1789
PD_PM_KE_T22_Link_New_KnownError 1.86 1789
PD_PM_KE_T23_Save_New_KnownError 1.215 1789
PD_PM_KE_T24_KnownError_Click_Close 0.367 1789
Service Manager 9.6x Deployment Sizing Guide Page 90
Transaction name
SM9.60 10K
Avg Nb txn
PD_PM_KE_T25_KnownError_Click_Finish 1.28 1789
PD_PM_KE_T26_Cancel_KnownError_Page 1.214 1789
PD_PM_KE_T27_Cancel_Problem_Page 0.156 1789
PD_PM_KE_T28_Click_Search_Problems 0.658 1789
PD_PM_KE_T29_Click_Search 1.279 1789
PD_PM_KE_T30_Visit_Task1 0.912 1789
PD_PM_KE_T31_Cancel_Task1 0.245 1789
PD_PM_KE_T32_Finish_Cancel_Task1 0.948 1789
PD_PM_KE_T33_Cancel_Task1_Page 1.246 1789
PD_PM_KE_T34_Visit_Task2 0.878 1789
PD_PM_KE_T35_Cancel_Task2 0.241 1789
PD_PM_KE_T36_Finish_Cancel_Task2 0.959 1789
PD_PM_KE_T37_Cancel_Task2_Page 1.227 1789
PD_PM_KE_T38_Click_Close_Problem 0.319 1789
PD_PM_KE_T39_Finish_Close_Problem 2.173 1789
PD_PM_KE_T40_Cancel_Problem_Page 0.288 1789
PD_PM_KE_T41_Cancel_Problem_Search_Page 0.197 1789
PD_RMWF1_Mass_T01_Click_Search_Request_Tasks 0.924 1006
PD_RMWF1_Mass_T02_Search_Request_Tasks 1.917 1006
PD_RMWF1_Mass_T03_Click_Mass_Update 0.367 1006
PD_RMWF1_Mass_T04_Click_Activity 0.21 1006
PD_RMWF1_Mass_T05_Activity_Next 0.151 1006
PD_RMWF1_Mass_T06_Click_Description 0.091 1006
PD_RMWF1_Mass_T07_Description_Next 0.132 1006
PD_RMWF1_Mass_T08_Click_Impact 0.089 1006
PD_RMWF1_Mass_T09_Impact_Next 0.132 1006
PD_RMWF1_Mass_T10_Mass_Update 3.72 1006
PD_RMWF1_Mass_T11_Click_Mass_Cancel 0.084 1006
PD_RMWF1_Mass_T12_Mass_Cancel_1 0.16 1006
PD_RMWF1_Mass_T13_Mass_Cancel_2 2.676 1006
PD_RMWF1_Mass_T14_Cancel_Task_Detail_Page 0.376 1006
PD_RMWF1_Mass_T15_Cancel_Task_Search_Page 0.182 1006
PD_RMWF1_T03_Click_Open_New_Request 0.45 1006
PD_RMWF1_T04_Click_New_Employee_Onboarding 1.8 1006
PD_RMWF1_T05_Click_Save_Request 2.71 1006
PD_RMWF1_T06_Submit_for_Approval 7.236 1006
PD_RMWF1_T07_Cancel_Request_Detail_Page 0.109 1006
PD_RMWF1_T08_Click_Search_Requests 0.389 1006
PD_RMWF1_T09_Search_Requests 1.512 1006
Service Manager 9.6x Deployment Sizing Guide Page 91
Transaction name
SM9.60 10K
Avg Nb txn
PD_RMWF1_T10_Review 3.039 1006
PD_RMWF1_T11_Click_Close 0.838 1006
PD_RMWF1_T12_Close_Finish 2.261 1006
PD_RMWF1_T13_Cancel_Request_Detail_Page 0.274 1006
PD_RMWF1_T14_Cancel_Request_Search_Page 0.109 1006
PD_RMWF1_T15_Logout 0.563 896
PD_RMWF2_T03_Click_Open_New_Request 0.335 1708
PD_RMWF2_T04_Click_Order 1.211 1708
PD_RMWF2_T05_Click_Save_Request 3.025 1708
PD_RMWF2_T05_Click_Tab_Tasks 0.537 1708
PD_RMWF2_T06_Click_Task_ID 1.521 1708
PD_RMWF2_T07_Update_Task_1 1.576 1708
PD_RMWF2_T08_Click_Receive 0.242 1708
PD_RMWF2_T09_Receive_OK 0.397 1708
PD_RMWF2_T09_Receive_OK_2 1.004 1708
PD_RMWF2_T10_Update_CMDB 1.63 1708
PD_RMWF2_T11_Submit_to_CMDB 2.127 1708
PD_RMWF2_T12_Review 1.638 1708
PD_RMWF2_T13_Close_Task 0.491 1708
PD_RMWF2_T13_Close_Task_again 0.438 1
PD_RMWF2_T14_Close_Task_Finish 1.373 1708
PD_RMWF2_T15_Cancel_Task_Detail_Page 0.143 1708
PD_RMWF2_T16_Close_Request 1.174 1708
PD_RMWF2_T16_Close_Request_1 1.62 1708
PD_RMWF2_T17_Close_Request_Finish 1.883 1708
PD_RMWF2_T18_Cancel_Request_Detail_Page 0.146 1708
PD_RMWF2_T19_Logout 0.486 896
PD_SD_Inc_T01_Open_Streamlined_Interaction 0.344 2688
PD_SD_Inc_T02_AC_Contact 0.109 2688
PD_SD_Inc_T03_Fill_Contact 0.124 2688
PD_SD_Inc_T04_Fill_Category_Incident 0.341 2688
PD_SD_Inc_T05_Select_Subcategory_hardware 0.248 2688
PD_SD_Inc_T06_Select_Area_hardware_failure 0.109 2688
PD_SD_Inc_T07_AC_MyDevices 0.182 2688
PD_SD_Inc_T08_Fill_MyDevices 0.035 2688
PD_SD_Inc_T09_Continue_Escalate_Interaction 3.476 2688
PD_SD_Inc_T10_Save_Incident 1.328 2688
PD_SD_Inc_T11_Continue_New_Incident 2.106 2688
PD_SD_Inc_T12_AC_Assignee_Incident_Coordinator 0.483 2688
Service Manager 9.6x Deployment Sizing Guide Page 92
Transaction name
SM9.60 10K
Avg Nb txn
PD_SD_Inc_T13_Incident_Resolved 5.734 2688
PD_SD_Inc_T14_Click_Close 0.453 2688
PD_SD_Inc_T15_Close_Incident 2.761 2688
PD_SD_Inc_T16_Cancel_Incident_Page 0.303 2688
PD_SD_Inc_T17_Cancel_Interaction_Page 0.254 2688
PD_SD_Inc_T18_Cancel_Interaction_Page_Yes 0.094 2688
PD_SD_SD_T01_Open_Streamlined_Interaction 0.323 2286
PD_SD_SD_T02_AC_Contact 0.112 2286
PD_SD_SD_T03_Fill_Contact 0.119 2286
PD_SD_SD_T04_AC_MyDevices 0.189 2286
PD_SD_SD_T05_Fill_MyDevices 0.032 2286
PD_SD_SD_T06_Fill_Category_Incident 0.326 2286
PD_SD_SD_T07_Select_Subcategory_hardware 0.246 2286
PD_SD_SD_T08_Select_Area_hardware_failure 0.106 2286
PD_SD_SD_T09_Continue 3.377 2286
PD_SD_SD_T10_Click_CloseDirectly 0.32 2286
PD_SD_SD_T11_Finish_Close_Incident 3.288 2286
PD_SD_SD_T12_Cancel_Incident_Detail_Page 0.135 2286
PD_SD_SD_T13_Cancel_Interaction_Detail_Page 0.071 2286
PD_SD_SR_T01_Open_Streamline_Interaction 0.412 1445
PD_SD_SR_T02_AC_Contact 0.439 1445
PD_SD_SR_T03_Fill_Contact 0.14 1445
PD_SD_SR_T04_AC_MyDevices 0.212 1445
PD_SD_SR_T05_Fill_MyDevices 0.035 1445
PD_SD_SR_T06_Fill_service_request 0.323 1445
PD_SD_SR_T07_Select_Subcategory_Hardware 0.146 1445
PD_SD_SR_T08_Continue 3.133 1445
PD_SD_SR_T09_Request_Click_Order 1.411 1445
PD_SD_SR_T10_Request_Save_New_Request 4.251 1445
PD_SD_SR_T11_Request_Tab_Tasks 0.621 1445
PD_SD_SR_T12_Request_View_Task 1.696 1445
PD_SD_SR_T14_Cancel_Interaction_Page_Yes 0.118 2286
PD_SD_SR_T14_Request_Task_AC_Part_No 0.37 1445
PD_SD_SR_T15_Request_Task_Fill_Part_No 0.648 1445
PD_SD_SR_T16_Request_Task_AC_Ship_Location 0.139 1445
PD_SD_SR_T17_Request_Task_Fill_Ship_Location 0.055 1445
PD_SD_SR_T18_Request_Click_Cancel_Task 0.698 1445
PD_SD_SR_T19_Request_Finish_Cancel_Task 1.839 1445
PD_SD_SR_T20_Request_Cancel_Task_Page 0.172 1445
Service Manager 9.6x Deployment Sizing Guide Page 93
Transaction name
SM9.60 10K
Avg Nb txn
PD_SD_SR_T21_Request_Click_Close 0.652 1445
PD_SD_SR_T22_Request_Finish_Close 2.111 1445
PD_SD_SR_T23_Request_Cancel_Request_Page 0.166 1445
PD_SD_SR_T24_Cancel_Interaction_Page 0.139 1445
PD_SD_SR_T25_Cancel_Interaction_Page_Yes 0.114 1445
rest_incident_create 1.117 0.934
soap_incident_create 1.017 0.519
Service Manager 9.6x Deployment Sizing Guide Page 94
Appendix I: Service Manager 9.60 SRC benchmark – 400 user
example
Introduction
This section provides customers with an SRC deployment sizing guide that is based on performance testing with 400 concurrent users.
The principles in this guide are based on critical data that has a real impact on SRC performance and on tests that were conducted by
the SRC Performance team. Recommendations in the Service Manager Service Request Catalog deployment sizing section are based
on results from Benchmark Performance testing. The volume of data in the Service Manager database is 1 million interactions.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Deployment topology
Please refer to the deployment diagram in the Deployment mode section.
Hardware
ID Usage Operating System CPU Memory
2 SM Server (Servlet) Windows 2012 R2 12 CPU Cores
Inter Xeon X5670 @ 2.93GHz
96G
5 Apache HTTP Server (Load Balancer)
Windows 2008 R2 SP1 4 CPU Cores
Inter Xeon E7-4890 V2 @ 2.80GHz
8G
2 Apache Tomcat Server Windows 2008 R2 SP1 8 CPU Cores
Inter Xeon E7-4890 V2 @ 2.80GHz
16G
3 Database server Windows 2012 R2 Standard
20 CPU Cores
Inter Xeon E7-4820 v3 @ 1.90GHz
128G
4 Load Runner Controller Windows 2008 R2 SP1 16 CPU Cores
Inter Xeon E7-4890 V2 @ 2.80GHz
16G
Test Configurations
JDK and Apache Tomcat specifications:
JDK 1.8.0_45 (64-bit)
Apache Tomcat 8.0.21 (64-bit)
Java virtual machine settings
Xms4096M -Xmx4096M
XX:PermSize=128M
XX:MaxPermSize=512M
Thread settings in server.xml:
maxThreads="600"
minSpareThreads="100"
acceptCount="575"
connectionTimeout="180000"
Service Manager 9.6x Deployment Sizing Guide Page 95
maxKeepAliveRequests="1000"
Dataset
Testing is based on 1,000,000 interactions, 6,000 Service Categories, over 20,000 catalog items, 10,000 subscriptions, 300,000 users
with Operator, SDA, and ESS roles in an Oracle 12c database. The data types that are critical to SRC performance are the service
category, Catalog Items, Interactions, and users.
Data type Volume Criteria
Change 100,000 • Login transaction server response time is not more than 10s.
• Typical transaction server response time is not more than 5s.
Company 3,000
Device 150,000
ESS 30,000
Interaction 1,000,000
Operator 6000
Request 100,000
SDA 6000
Service catalog 6,000
Service catalog item 27,000
Subscription 10,000
Survey 300,000
SRC settings
Configure the applicationContext.properties file as follow:
src.sm.defaultMaxConnectionsPerHost=60
src.sm.maxTotalConnections=60
src.refreshCatalogAfterEvery=36000
src.km.enabled=true
km.defaultMaxConnectionsPerHost=60
km.maxTotalConnections=60
sm.km.doctype.expireDuration=3600
src.requestedFor.editable=true
src.security.mode=default
src.security.secureLogin=false
Average response times
Transaction Name Average 90 Percent
src_getAllCatalogCategories 9.447 12.597
src_login 1.833 2.153
src_logout 0.152 0.187
src_welcome 0.331 0.448
Service Manager 9.6x Deployment Sizing Guide Page 96
Transaction Name Average 90 Percent
src02_01_autoComplete 0.013 0.015
src02_02_search 0.342 0.468
src02_03_pagination50 0.011 0.008
src02_04_item_details 1.016 1.233
src02_07_field1_1_initClick 0.335 0.427
src02_07_field1_2_nextPage 0.258 0.295
src02_08_field2_1_initClick 0.274 0.306
src02_08_field2_2_targetSearch 0.207 0.234
src02_09_field3_1_initClick 0.545 0.6
src02_09_field3_2_targetSearch 0.669 0.743
src02_10_field8_1_initClick 0.385 0.495
src02_10_field8_2_nextPage 0.293 0.334
src02_11_requestNow 0.007 0.006
src02_12_contactName_1_initClick 0.173 0.191
src02_12_contactName_1_Search 0.51 0.564
src02_13_uploadAttachment 0.016 0.016
src02_14_submit 2.075 2.348
src02_15_status 0.549 0.672
src02_17_postComments 0.537 0.653
src02_18_back2dashboard 0.202 0.235
src03_01_services 0.172 0.219
src03_02_yourApprovals 0.229 0.262
src03_03_sid_approval 0.761 0.914
src03_04_approval 0.809 0.952
src03_05_back_approval 0.219 0.25
src03_06_sid_deny 0.653 0.809
src03_07_deny 0.62 0.75
src03_08_back_deny 0.211 0.247
src03_09_pagnination50 0.582 0.717
src03_10_back2dashboard 0.21 0.249
src04_01_autoComplete 0.015 0.016
src04_02_search 0.302 0.38
src04_03_bundleDetails 0.939 1.149
src04_07_requestNow 0.01 0.009
src04_09_contact_initSearch 0.23 0.318
src04_10_contact_targetSearch 0.572 0.641
src04_11_submit 2.778 3.299
src04_12_status 0.58 0.717
src04_13_postComments 0.56 0.664
src04_14_back2dashboard 0.156 0.171
Service Manager 9.6x Deployment Sizing Guide Page 97
Transaction Name Average 90 Percent
src05_04_requestFor_1_initClick 0.235 0.287
src05_04_requestFor_2_targetSearch 0.556 0.611
src05_05_contactFor_1_initClick 0.177 0.197
src05_05_contactFor_2_targetSearch 0.512 0.563
src05_09_submit 1.193 1.453
src05_10_status 0.23 0.262
src05_11_postComments 0.635 0.758
src05_12_updateButton 0.148 0.157
src05_13_update 0.689 0.815
src05_14_close 0.705 0.866
src05_15_close_back 0.235 0.298
src05_16_back2dashboard 0.178 0.198
src06_01_Services 0.173 0.206
src06_02_yourApprovals 0.221 0.251
src06_03_Change 0.145 0.166
src06_05_approve 0.563 0.702
src06_06_back_approval 0.192 0.211
src06_07_cid_deny 0.126 0.136
src06_08_deny 0.431 0.496
src06_09_back_deny 0.187 0.212
src06_10_pagination50 0.546 0.654
src06_11_back2dashboard 0.161 0.186
src07a_01_YourApprovals 0.239 0.28
src07a_02_rid_approval 0.252 0.294
src07a_03_approve 1.021 1.158
src07a_04_back_approve 0.214 0.244
src07a_05_rid_deny 0.212 0.228
src07a_06_deny 0.772 0.882
src07a_07_back_deny 0.206 0.233
src07a_08_pagination50 0.599 0.727
src07a_09_back2dashboard 0.211 0.241
src08_01_subscriptions 0.099 0.104
src08_02_active 0.099 0.11
src08_04_denied 0.052 0.055
src08_05_back2dashboard 0.1 0.119
src10_01_YourSurveys 0.125 0.139
src10_02_OpenSurveyId 0.078 0.094
src10_03_SubmitSurvey_NoInteraction 0.179 0.198
src10_04_SubmitSurvey_Complaint 0.183 0.2
src10_05_SendSurvey_Compliment 0.175 0.192
Service Manager 9.6x Deployment Sizing Guide Page 98
Transaction Name Average 90 Percent
src10_06_Pagination50 0.206 0.247
src10_07_Pagination50_NextPage 0.174 0.22
src10_08_back2dashboard 0.133 0.146
Appendix J: Service Manager 9.60 Mobility benchmark – 1,000
user example
Introduction
Service Manager Mobility performed acceptably during testing and demonstrated good scalability. All of the response time goals, up to
the maximum tested concurrent user level of 1,000 users, were met. Additionally, there was a significant margin for increased workload.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Deployment topology
Please refer to the vertical scaling mode in the Deployment Mode section. In the R&D Lab, the Apache HTTP server and Tomcat
compose the clustering environment.
Hardware
No. Usage Configuration Operating system
1 Apache Server Virtual Machine, Xeon E7-4890 2.79GHz 4 cores / 4GB RAM Windows Server 2003, 64-bit
2 Tomcat Server Virtual Machine, Xeon E7-4890 2.79GHz 8 cores / 16GB RAM Win 2008, 64-bit
3 Primary SM Virtual Machine, Xeon E7-4890 2.79GHz 8 cores / 32GB RAM Windows 2012 R2
4 Secondary SM Server Virtual Machine, Xeon E7-4890 2.79GHz 8 cores / 32GB RAM Windows 2012 R2
5 LoadRunner computer Virtual Machine, Xeon E7-4890 2.79GHz 4 cores / 8GB RAM Win 2008, 64-bit
6 LoadRunner Generator Virtual Machine, Xeon E7-4890 2.79GHz 2 cores / 16GB RAM Win 2008, 64-bit
7 Oracle Database Physical machine, Xeon X5670 @2.93GHz 24 cores / 96GB RAM Linux, 64-bit
Software
All tests were conducted with the following software set:
Oracle 12c
Windows Server 2008 Enterprise (64-bit)
Windows Server 2003 Enterprise (64-bit) and Standard (32-bit) Editions
Micro Focus LoadRunner 11.50
Apache HTTP Server 2.2.22
Apache Tomcat Server 8.0.35 64-bit
Java 1.8 (64-bit)
Service Manager 9.60 GA Build
Service Manager 9.6x Deployment Sizing Guide Page 99
Average response times
Transaction Name Transaction Response Time (in seconds)
Average 90 Percent
SM960_mobility_CM_T01_load_login_page 0.058 0.072
SM960_mobility_CM_T02_login 1.828 2.2
SM960_mobility_CM_T03_navigate_to_change 0.112 0.173
SM960_mobility_CM_T04_switch_to_awaiting_my_approval 0.217 0.257
SM960_mobility_CM_T05_load_next 0.06 0.091
SM960_mobility_CM_T06_activities 0.148 0.172
SM960_mobility_CM_T06_select_change 0.42 0.604
SM960_mobility_CM_T07_update_change 0.784 1.072
SM960_mobility_CM_T08_back 0.123 0.162
SM960_mobility_CM_T09_switch_to_assigned_my_groups 0.087 0.103
SM960_mobility_CM_T10_logout 0.214 0.301
SM960_mobility_CMA_T01_load_login_page 0.057 0.067
SM960_mobility_CMA_T02_login 1.824 2.217
SM960_mobility_CMA_T03_navigate_to_change 0.186 0.226
SM960_mobility_CMA_T04_switch_to_awaiting_my_approval 0.231 0.272
SM960_mobility_CMA_T05_select_first_change 0.604 0.789
SM960_mobility_CMA_T06_approve 2.253 3.006
SM960_mobility_CMA_T07_back 0.114 0.138
SM960_mobility_CMA_T07_logout 0.175 0.249
SM960_mobility_CMD_T01_load_login_page 0.065 0.072
SM960_mobility_CMD_T02_login 1.858 2.216
SM960_mobility_CMD_T03_navigate_to_change 0.185 0.232
SM960_mobility_CMD_T04_switch_to_awaiting_my_approval 0.229 0.27
SM960_mobility_CMD_T05_select_first_change 0.612 0.781
SM960_mobility_CMD_T06_deny 0.11 0.134
SM960_mobility_CMD_T07_deny_ok 1.541 2.126
SM960_mobility_CMD_T08_back 0.119 0.149
SM960_mobility_CMD_T09_logout 0.227 0.354
SM960_mobility_IM_T03_click_assigned_to_me_1 0.207 0.24
SM960_mobility_IM_T04_click_first_incident 0.318 0.417
SM960_mobility_IM_T05_work_in_progress 0.138 0.157
SM960_mobility_IM_T06_update_incident_1 0.649 0.858
SM960_mobility_IM_T07_click_back_1 0.082 0.098
SM960_mobility_IM_T08_click_assigned_to_me_2 0.207 0.239
SM960_mobility_IM_T09_search_incident_1 0.393 0.544
SM960_mobility_IM_T10_resolved 0.251 0.344
SM960_mobility_IM_T11_go_to_proposed_solution 0 0
Service Manager 9.6x Deployment Sizing Guide Page 100
Transaction Name Transaction Response Time (in seconds)
Average 90 Percent
SM960_mobility_IM_T12_update_incident_2 0.909 1.128
SM960_mobility_IM_T12_update_incident_2_reload 0.521 0.783
SM960_mobility_IM_T14_click_back_2 0.073 0.089
SM960_mobility_IM_T15_click_assigned_to_me_3 0.211 0.244
SM960_mobility_IM_T16_search_incident_2 0.31 0.416
SM960_mobility_IM_T17_click_close 0.186 0.316
SM960_mobility_IM_T17_click_close_reload 0.146 0.21
SM960_mobility_IM_T18_click_finish 0.901 1.54
SM960_mobility_IM_T19_click_back_3 0.073 0.089
SM960_mobility_IM_T20_click_assigned_to_me_4 0.209 0.243
SM960_mobility_SD_T01_load_login_page 0.057 0.069
SM960_mobility_SD_T02_login 1.797 2.174
SM960_mobility_SD_T03_navigate_to_interaction 0.223 0.266
SM960_mobility_SD_T04_sort_status 0.13 0.151
SM960_mobility_SD_T05_select_first_interaction 0.482 0.667
SM960_mobility_SD_T06_dispatched 0.129 0.153
SM960_mobility_SD_T07_update_interaction_1 0.934 1.165
SM960_mobility_SD_T08_back_1 0.129 0.15
SM960_mobility_SD_T08_search_interaction_1 0.472 0.66
SM960_mobility_SD_T08_search_interaction_selectFirst 0.294 0.412
SM960_mobility_SD_T09_resolved 0.135 0.159
SM960_mobility_SD_T10_update_interaction_2 0.846 1.085
SM960_mobility_SD_T11_back_2 0.099 0.12
SM960_mobility_SD_T11_back_2_again 0.095 0.109
SM960_mobility_SD_T12_search_interaction_2 0.283 0.396
SM960_mobility_SD_T12_search_interaction_2_selectFirst 0.286 0.365
SM960_mobility_SD_T13_close 0.115 0.156
SM960_mobility_SD_T14_finish_close 1.265 1.485
SM960_mobility_SD_T15_back_3 0.095 0.114
SM960_mobility_SD_T15_back_3_again 0.095 0.107
SM960_mobility_SD_T16_click_all_my_interactions 0.149 0.169
SM960_mobility_SD_T17_logout 0.183 0.252
SM960_mobility_T01_load_login_page 0.066 0.077
SM960_mobility_T02_login 1.591 1.988
SM960_mobility_T19_logout 0.145 0.202
Service Manager 9.6x Deployment Sizing Guide Page 101
Appendix K: Service Manager 9.60 Service Portal benchmark –
200 user example
Introduction
This section provides customers with benchmark results on SMSP portal. The environment is deployment under all-in-one mode, that
is, all SMSP services are deployed in a single server (virtual machine in the example). The results show good performance quality and
no obvious performance issues were found.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Deployment topology
Hardware
No. Usage Configuration Operating system
1 SMSP Server Virtual Machine, Xeon E7-L8867 2.79GHz 4 cores / 4GB RAM Windows Server 2003, 64-bit
2 LDAP Server Virtual Machine, Xeon E7-L8867 2.13GHz 8 cores / 16GB RAM Windows 2012 R2
3 SM Server Virtual Machine, Xeon E7-L8867 2.13GHz 8 cores / 32GB RAM Windows 2012 R2
4 Load Balancer F5 F5
5 LoadRunner Computer Virtual Machine, Xeon E7-L8867 2.79GHz 4 cores / 8GB RAM Win 2008, 64-bit
6 LoadRunner Generator Virtual Machine, Xeon E7-L8867 2.79GHz 2 cores / 16GB RAM Win 2008, 64-bit
7 Oracle Database Physical machine, Xeon X5670 @2.93GHz 24 cores / 96GB RAM Linux, 64-bit
Service Manager 9.6x Deployment Sizing Guide Page 102
Average response times
Transaction name Transaction response time (in seconds)
Average 90 Percent
SMSP960_OrderMultiCatalog_T01_load_login_page 5.242 5.679
SMSP960_OrderMultiCatalog_T02_load_token 0.355 0.399
SMSP960_OrderMultiCatalog_T03_login_propel 3.247 3.487
SMSP960_OrderMultiCatalog_T04_enter_shop 2.622 4.102
SMSP960_OrderMultiCatalog_T05_popularService_see_all 0.958 1.128
SMSP960_OrderMultiCatalog_T06_popularService_select_random_item 1.131 1.265
SMSP960_OrderMultiCatalog_T07_configure_item 0.323 0.351
SMSP960_OrderMultiCatalog_T08_add_to_cart 0.866 1.19
SMSP960_OrderMultiCatalog_T09_continue_shopping 0.56 0.569
SMSP960_OrderMultiCatalog_T10_next_page_final 0.446 0.471
SMSP960_OrderMultiCatalog_T10_next_page_repeat 0.458 0.488
SMSP960_OrderMultiCatalog_T11_next_page_select_random_item 1.291 1.393
SMSP960_OrderMultiCatalog_T12_configure_item 0.667 0.737
SMSP960_OrderMultiCatalog_T13_add_to_cart 0.907 1.193
SMSP960_OrderMultiCatalog_T14_checkout 0.735 0.774
SMSP960_OrderMultiCatalog_T15_submit_all 0.343 0.559
SMSP960_OrderMultiCatalog_T16_return_my_application 1.575 1.808
SMSP960_OrderMultiCatalog_T17_logout_propel 0.898 1.039
SMSP960_OrderSingleCatalog_T01_load_login_page 5.355 5.694
SMSP960_OrderSingleCatalog_T02_load_token 0.359 0.413
SMSP960_OrderSingleCatalog_T03_login_propel 3 3.399
SMSP960_OrderSingleCatalog_T04_enter_shop 3.464 4.956
SMSP960_OrderSingleCatalog_T05_search_catalog_item 1.132 1.264
SMSP960_OrderSingleCatalog_T06_choose_first_item 1.12 1.275
SMSP960_OrderSingleCatalog_T07_configure_item 0.361 0.375
SMSP960_OrderSingleCatalog_T08_order_now 1.048 1.076
SMSP960_OrderSingleCatalog_T09_click_submit 0.404 0.636
SMSP960_OrderSingleCatalog_T10_click_order_num 0.43 0.562
SMSP960_OrderSingleCatalog_T11_check_order_until_pending_approval 14.006 19.674
SMSP960_OrderSingleCatalog_T12_return_my_application 1.759 1.994
SMSP960_OrderSingleCatalog_T13_logout_propel 0.805 0.912
SMSP960_RequestSupport_T01_load_login_page 5.35 5.647
SMSP960_RequestSupport_T02_load_token 0.364 0.427
SMSP960_RequestSupport_T03_login_propel 3.036 3.345
SMSP960_RequestSupport_T04_enter_support 3.559 4.868
SMSP960_RequestSupport_T05_select_random_item 1.675 1.923
SMSP960_RequestSupport_T06_submit_support_request 0.46 0.606
Service Manager 9.6x Deployment Sizing Guide Page 103
Transaction name Transaction response time (in seconds)
Average 90 Percent
SMSP960_RequestSupport_T07_check_ticket_created_in_sm 0.616 0.81
SMSP960_RequestSupport_T08_add_comment 0.33 0.373
SMSP960_RequestSupport_T09_return_my_application 1.568 1.987
SMSP960_RequestSupport_T10_logout_propel 0.832 1.059
Service Manager 9.6x Deployment Sizing Guide Page 104
Appendix L: Service Manager 9.60 Smart Analytics benchmark
– 1,000 user example
Introduction
This section provides the performance benchmark test results of Service Manager Smart Analytics 9.60 on Windows Server 2012 and
Oracle 12c.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Deployment topology
The Service Manager Smart Analytics 9.60 benchmark tests were conducted on a horizontally load-balanced configuration that was
running Oracle on Windows. All testing was conducted using the Service Management web client interface supported by the Apache
HTTP and Tomcat servers.
In our test environment for 1,000 concurrent users, there are three Service Manager server computers, ten Tomcat instances (on one
computer), one Apache instance (on one computer), one Load Runner computer, and Smart Analytics clustering with high scalability
deployment on virtual machines.
Service Manager 9.6x Deployment Sizing Guide Page 105
Hardware
The servers that were used for these tests are virtual machines, except for the database computer, which is a physical machine.
The following table describes the configurations of these servers for the Service Manager Smart Analytics benchmark tests.
No. Usage Configuration Operating System
1 Apache Server VM, Xeon E7-L8867 2.13GHz 4 Cores / 4GB RAM Windows Server 2003, 64-bit
2 Tomcat Server x 10 node VM, Xeon E7-L8867 2.13GHz 8 Cores / 16GB RAM Windows Server 2008 R2
3 SM Server x 9 servlet VM, Xeon E7-4890 2.79GHz 8 cores / 32GB RAM Windows Server 2012
4 SM Server x 12 servlet VM, Xeon E7-4890 2.79GHz 8 cores / 32GB RAM Windows Server 2012
5 SM Server x 12 servlet VM, Xeon E7-4890 2.79GHz 8 cores / 32GB RAM Windows Server 2012
6 LR Computer VM, Xeon E7-L8867 2.13GHz 16 Cores / 16GB RAM Windows Server 2003, 64-bit
7 Oracle Database Physical machine, Xeon X5670 @2.93GHz 24 Cores / 96GB RAM
Windows Server 2008 R2
8 SMA Proxy Server VM, 4 cores / 4 GB RAM SUSE Linux Enterprise 11
Service Manager 9.6x Deployment Sizing Guide Page 106
No. Usage Configuration Operating System
9 SMA Smart Search Content Server x 2
VM, 8 cores / 8 GB RAM SUSE Linux Enterprise 11
10 SMA HTA Content Server x 2
VM, 8 cores / 8 GB RAM SUSE Linux Enterprise 11
11 SMA SMSP Content Server x 2
VM, 8 cores / 8 GB RAM SUSE Linux Enterprise 11
12 SMA Image Server VM, 8 cores / 8 GB RAM SUSE Linux Enterprise 11
13 SMAP Connectors & CFS VM, 8 cores / 8 GB RAM SUSE Linux Enterprise 11
Software
The Service Manager Smart Analytics 9.60 benchmark tests were run on the following software set:
Service Manager 9.60 GA
Windows Server 2008 R2
Windows Server 2003 Enterprise (32-bit) – for Apache
Micro Focus LoadRunner 11.52
Apache HTTP Server 2.2.22
Apache Tomcat Server 7.0.54 64-bit
IDOL Daily build
Java 1.8 (64-bit)
Oracle Database 12c Enterprise Edition (64-bit Production)
Test configurations
The following scripts are covered in this test.
Smart Search scenario:
No. Step description Mapped LoadRunner transaction name
1 Log in SM as operators. @SM_GlobalSearch_T01_login
2 Click smart search to open global search widget. @SM_GlobalSearch_T02_open_global_search
3 Type in "*", and click search. @SM_GlobalSearch_T03_search_all
4 Repeat clicking next page for 3 times. @SM_GlobalSearch_T04_next_page
5 Search with one random key word. @SM_GlobalSearch_T05_search_one_key_word
6 Search with two random key words. @SM_GlobalSearch_T06_search_two_key_words
7 Search with three random key words. @SM_GlobalSearch_T07_search_three_key_words
8 Close global search widget. @SM_GlobalSearch_T08_close_global_search
9 Log out SM. @SM_GlobalSearch_T09_logout
Context search scenario:
No. Step description Mapped LoadRunner transaction name
1 Login SM as operators. @SM_ContextSearch_SD_T01_login
2 Expand Service Desk in left panel.
3 Click Create New Interaction. @SM_ContextSearch_SD_T02_click_create_new_interaction
Service Manager 9.6x Deployment Sizing Guide Page 107
No. Step description Mapped LoadRunner transaction name
4 Select category - incident. @SM_ContextSearch_SD_T03_select_category_incident
5 Click Suggested Solution to open context search. @SM_ContextSearch_SD_T04_open_context_search
6 Type in description and search (repeat for 10 times) @SM_ContextSearch_SD_T05_context_search
7 Click back to un-save interaction. @SM_ContextSearch_SD_T06_cancel_interaction_without_saving
8 Logout SM. @SM_ContextSearch_SD_T07_logout
Test data
5 million records from Micro Focus IT.
Average response times
Transaction Name Transaction response time (in seconds)
Average 90 Percent
SM_ContextSearch_SD_T01_login 1.256 1.354
SM_ContextSearch_SD_T02_click_create_new_interaction 0.056 0.072
SM_ContextSearch_SD_T03_select_category_incident 0.159 0.217
SM_ContextSearch_SD_T04_open_context_search 0.115 0.15
SM_ContextSearch_SD_T05_context_search 2.951 3.843
SM_ContextSearch_SD_T06_cancel_interaction_without_saving 0.069 0.091
SM_ContextSearch_SD_T07_logout 0.097 0.117
SM_GlobalSearch_T01_login 1.574 1.498
SM_GlobalSearch_T02_open_global_search 0.125 0.161
SM_GlobalSearch_T03_search_all 3.019 4.358
SM_GlobalSearch_T04_next_page 3.025 4.414
SM_GlobalSearch_T05_search_one_key_word 0.914 2.058
SM_GlobalSearch_T06_search_two_key_words 1.202 2.502
SM_GlobalSearch_T07_search_three_key_words 1.479 2.779
SM_GlobalSearch_T08_close_global_search 0 0
SM_GlobalSearch_T09_logout 0.1 0.127
Service Manager 9.6x Deployment Sizing Guide Page 108
Appendix M: Service Manager 9.60 Collaboration benchmark –
400 user example
Introduction
This section provides the performance benchmark test results of Service Manager Collaboration on Windows Server 2008 and Oracle
12c. All response time are accepted in 400 concurrent users.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Results summary
Transaction Name SM 960 Chat
90 Percent Pass
ESS_Login_Page_Load 0.621 4,017
ESS_Logout 0.067 3,889
T01_ESS_Login 2.579 4,017
T02_Click_Chat_Diaglog_Icon 0 4,017
T03_Click_Start_Chat_Button 2.619 3,994
T04_Send_Yes_Message 0.024 3,989
T05_Send_Yes_Message 0.018 3,987
T06_Close_Chat_Dialog_Box 0 3,987
T07_Select_Reason 0 3,987
T08_Click_End_Chat_Button 1.366 3,889
Test environment
Hardware
No. Usage Configuration Operating system
1 Apache Server VM, Xeon E7-L8867 2.13GHz 4 Cores / 4GB RAM Windows Server 2003, 64-bit
2 Tomcat Server x 2 node VM, Xeon E7-L8867 2.13GHz 8 Cores / 16GB RAM Windows Server 2008 R2
3 SM Server x 9 servlet VM, Xeon E7-L8867 2.13GHz 8 Cores / 32GB RAM Windows Server 2008 R2
4 SM Server x 12 servlet VM, Xeon E7-L8867 2.13GHz 8 Cores / 32GB RAM Windows Server 2008 R2
6 LR Computer VM, Xeon E7-L8867 2.13GHz 4 Cores / 4GB RAM Windows Server 2003, 64-bit
10 Oracle Database Physical machine, Xeon X5670 @2.93GHz 24 Cores / 96GB RAM
Windows Server 2008 R2
11 IDOL Server VM, Xeon E7-L8867 2.13GHz 8 Cores / 32GB RAM Windows Server 2008 R2
Software
All tests were conducted with the following software set:
Oracle Database 12c Enterprise Edition (64-bit Production)
Windows Server 2008 R2
Service Manager 9.6x Deployment Sizing Guide Page 109
Windows Server 2003 Enterprise (32-bit) - for Apache
Micro Focus LoadRunner 12.00
Apache HTTP Server 2.2.22
Apache Tomcat Server 7.0.54 (64-bit)
Java 1.8 (64-bit)
Service Manager 9.60
Service Manager 9.6x Deployment Sizing Guide Page 110
Appendix N: Service Manager 9.60 Survey benchmark – 400
user example Service Manager Survey end user module and Survey background scheduler are performed acceptably. All of the response time are
accepted.
Note:
The benchmark test is only performed on a Server Manager 9.60 environment. The test results are for your reference only, especially if
you use a different version of Service Manager 9.6x.
Hardware
The servers that were used for these tests are virtual machines except that the Service Manager database is a physical machine.
ID Usage Operating system CPU Memory
2 SM Server(Servlet) Windows 2008 R2 8 CPU Cores
Inter Xeon E7-4890 V2 @80GHZ
32G
5 Apache HTTP Server(Load Balancer) Windows 2003 EE SP2 4 CPU Cores
Inter Xeon E7-4890 V2 @ 2. 80GHz
4G
2 Apache Tomcat Server Windows 2008 64-bit R2
8 CPU Cores
Inter Xeon E7-4890 V2 @ 2. 80GHz
16G
3 Database server Windows 2008 64-bit R2
24 CPU Cores
Inter Xeon E7-4820 v3 @ 1.90GHz
128G
4 Load Runner Controller Windows 2008 R2 SP1 16 CPU Cores
Inter Xeon E7-4890 v2 @ 2.80GHz
16G
Results summary
1. Service Manager Background Survey Scheduler performance testing results.
There are 10144 survey records to be sent to end user without any filter condition:
a. All these survey records to be sent will cost about 36 minutes. Therefore, the survey processing rate is about 281
records/minute in this data volume.
b. If the survey data volume is increased, the processing rate will be impacted. For example, send 400K survey records
will take about 71 hours.
2. Service Manager Survey end user performance testing results.
Transaction name Average Nb txn
ESS_Logout 0.14 400
T01_ESS_Login 2.677 400
T02_Open_Survey_Navigator 0 12025
T03_Click_View_Open_Survey 0.965 12025
T04_Click_First_Survey_Record 0.299 12025
T05_Choice_Survey_Answer 0.902 12025
T06_Submit_Survey 0.227 12025
T07_Click_Cancel 0.325 12025
Service Manager 9.6x Deployment Sizing Guide Page 111
T08_Click_Back 0.078 12025
Service Manager 9.6x Deployment Sizing Guide Page 112
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