BMC has just released Remedy AR Platform version 9.0. In this blog we will look at some of the performance enhancements in version 9.0 and benchmark these improvements against version 8.1.

Remedy 9.0 is a major release with many new and long awaited features to increase performance, reliability, scalability, and high availability. Here are some key features:

  • A complete rebuild of the AR Server in Java

New features and third party Java libraries can be quickly incorporated into the AR platform. This also allows resource consumption monitoring at the JVM level so that optimization can be made to the AR server’s performance based on actual usage.

  • AR Server uses bind variables in SQL statements

Eliminates the replacing of literals with system generated bind variables at the database level thus increasing performance and scalability under very high workload. 

  • Optimally sized HTTP session object to optimize replication in web clustering deployments (for horizontal scaling and high availability)

Enables web clustering with minimal overhead so that browser users can experience a seamless fail-over in a clustered deployment. This also allows horizontal scaling with zero service disruption as nodes can be added dynamically to a cluster.

  • Object-sharing in Mid-Tier to reduce JVM heap usage (for multi-tenancy)

Identical meta-data objects across different AR Servers are shared in Mid-Tier to reduce memory usage.


To evaluate performance, reliability, scalability and high availability of the 9.0 release, the BMC Performance team conducted a series of benchmarks using a comprehensive solution-level workload on a clustered, multi-tenant deployment.


The hardware specifications and the deployment architecture of the BMC Remedy ITSM Suite 9.0 Solution in the BMC performance lab were as follows:

  • Two 4 VCPU/8GB Atrium SSO servers
  • Three 8 VCPU/16GB AR Mid-tier servers
  • Five 2 VCPU/12GB AR System servers (one AR server per tenant)
  • Three 8 VCPU/16GB Smart Reporting servers
  • One 16 VCPU/32GB SQL Server database server
  • One F5 load balancer


Remedy90 Deployment Architecture.jpg




The details of the above diagram: The Atrium SSO, the Mid-tier and the Smart Reporting servers were deployed as clusters behind an F5 load balancer with the Mid-tier cluster connecting to 5 AR servers, one server per tenant.

The workload composed of typical BMC Remedy ITSM, Service Request Management, and Smart Reporting use cases with Atrium CMDB normalization and reconciliation batch jobs running in the background to simulate a typical “day in life” scenario.

The tests conducted were:

Test scenarios

Online user workload
(including ITSM, SRM, Reporting ) + Atrium CMDB

Number of

Number of servers


600 concurrent Users


2 AR, 2 mid-tier & 2 reporting servers


900 concurrent users


3 AR, 2 mid-tier & 2 reporting servers


1200 concurrent users


4 AR, 2 mid-tier & 2 reporting servers


1500 concurrent users


5 AR, 2 mid-tier & 2 reporting servers


1500 concurrent users


5 AR, 3 mid-tier & 3 reporting servers (added 1 mid-tier and reporting server for high availability)


The BMC Performance Team also conducted additional tests for Smart Reporting, Atrium CMDB, FTS search, etc. to validate performance and scalability of these products individually.


The benchmark results showed that even with all the added functionality, there is no performance or scalability degradation in 9.0 compared to 8.1. Some areas show performance improvements.

Summary of 8.1 versus 9.0:





Version 9.0 also focused on the CMDB access and reconciliation process. Benchmark results showed up to 2x or more throughput improvement and better sustainability on large reconciliation jobs.




The following chart shows that the Atrium CMDB throughput is sustained with increasing data volume.





Version 9.0 also showed increased responsiveness of searches through FTS enhancements and optimized indices. Benchmark results showed improvements up to 11x for FTS based searches while consuming 40% less CPU.


Key Takeaways

  • Version 9.0 shows significant performance improvements for some functional areas, such as FTS search and Atrium CMDB.
  • CPU and memory usage are optimized in 9.0 with the new server implementation in Java. (E. g. 9.0 does not perform the copy cache operation while promoting changes during production operation; object sharing in Mid-tier, optimized indices in FTS, etc.)
  • Horizontal and vertical scalability are enhanced with 9.0.
  • Web users have a seamless failover experience with clustered Mid-tiers. Side benefit: High availability.
  • Smart Reporting servers scales horizontally and vertically. And can also be configured with session replication to support seamless failover. Side benefit: High availability.