Remedy - Server/ITSM - AR System Maintenance Plan

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Remedy AR System / ITSM



    QUESTION:

    What actions do I need to perform on a routine basis to keep my ARServer healthy?


    ANSWER:

    Note: These are guidelines that you can use to build your own routine. Following these steps does not guarantee that you will have a healthy environment.
    There are many variables that are specific to each environment. This document simply tries to introduce the concept of routine maintenance as well as provide recommendations on how to get started.

     

                                                                                                                                                                                                                                                             
    AR SYSTEM
    TaskFrequencyTask ExecutorReasonOutage RequiredImpact of Not Doing
    Check Resource Utilization:
    - Disk space used by Logs.
    - Check Form Sizes for fast-growing forms (e.g.  Email Messages,  Server Statistics, etc) against  targets in data archive plan.
    DailyAR AdminPrevent unnecessary resource usageNoneResource depletion causing possible performance or stability issues.
    Performance Tuning Checkup:
    -Run Log Analyzer to check a 4-hour snapshot of API logs.  Check for long API calls and >0 queue times.
    -Use the Performance Statistics feature to monitor the longest API and SQL.
    Bi-WeeklyAR AdminPerformanceNonePoor Performance.
    Drift Management:
    - Compare config files to golden copy.
    - Ensure Diagnostic Levels are set correctly
         (check relevant configuration files and forms)
    - Compare Servers in the Group.  Most settings should be consistent across servers.
    MonthlyAR AdminControl Configuration ChangesNonePossible issues due to misconfigurations.
    Ensure Backups:
    - Config Files.  Centralized Configuration
    - Custom Definitions.
    - Licenses.
    MonthlyAR AdminRecovery of critical informationNoneLack of recovery if this information is lost or changed.
    Review License Usage ReportMonthlyAR AdminMonitor License UsageNoneUnexpected license shortage.
      
                                                                                                                                                                                    
    DATABASE
    TaskFrequencyTask ExecutorReasonOutage RequiredImpact of Not Doing
    Check Resource Utilization:
    - Check DB Log Space.
    - Check DB for large tables. 
              Run script per KA: 000142604
    Bi-WeeklyDBAResource UsageNoneResource depletion causing possible performance or stability issues.
    Performance Tuning Checkup:
    - (Oracle) Review AWR report.
    - (SQL Server) Review Tuning Advisor Recommendations.
    - DB Table Statistics updated on heaviest used forms.
    WeeklyDBAPerformanceNonePoor Performance.
    Verify DB backups.MonthlyDBARecoverabilityNoneNo Failure Recovery.
                                                                                                                                              
    OPERATING SYSTEM
    TaskFrequencyTask ExecutorReasonOutage RequiredImpact of Not Doing
    Check Resource Utilization:
    - Use OS Tools to monitor CPU usage.
    - Use OS Tools to monitor Memory.
    - Check available File System space.
    DailyOS AdminIdentify Resource UsageNoneResource depletion causing possible performance or stability issues.
    Verify OS backup/VM Snapshot.MonthlyOS AdminRecoverabilityNoneNo Failure Recovery.
                                                                                                                                              
    MIDTIER
    TaskFrequencyTask ExecutorReasonOutage RequiredImpact of Not Doing
    Check Resource Utilization:
    - Diskspace used by webserver logs.
    - Diskspace used by midtier logs.
    - Overall disk space available on server.
    DailyWeb Server AdminPrevent unnecessary resource usageNoneResource depletion causing possible performance or stability issues.
    Ensure Backups:
    - Config files (config.properties, sso.properties, viewer.properties).
    - Custom jsp files.
    MonthlyWeb Server AdminRecovery of critical configurationNoneLack of recovery if this information is lost or changed.
                                                                                                        
    WEBSERVICES
    TaskFrequencyTask ExecutorReasonOutage RequiredImpact of Not Doing
    Ensure backups:
    - Export of filters for external webservice consumption.
    - Export of webservice/form for Remedy published webservices.
    - Client certificates required by any external webservice.
    MonthlyAR AdminRecovery of critical functionalityNoneLack of recovery if this information is lost or changed.
                                                                                                                                                                                    
    ITSM Application Suite
    TaskFrequencyTask ExecutorReasonOutage RequiredImpact of Not Doing
    Check Resource Utilization:
    - Check Form Sizes for fast-growing forms against  targets in data archive plan: HPD:Help Desk, CHG:InfrastructureChange, WOI:WorkOrder, SRM:Request, RKM:KnowledgeArticleManager,
    NTE:NotifierLog, SYS:SearchTerms, SYS:Action, CAI:Events, CAI:EventParameters, SRD:STAGE:*
    MonthlyAR AdminPrevent unnecessary resource usageNoneResource depletion causing possible performance or stability issues.
    Drift Management:
    - Compare config data to golden copy (check relevant configuration files and forms) CAI:PluginRegistry, CAI:AppRegistry.
    QuartelyAR AdminControl Configuration ChangesNonePossible issues due to misconfigurations.
    Ensure backups of critical form data APR:ApproverQuartelyAR AdminRecovery of critical functionalityNoneLack of recovery if this information is lost or changed.
    Move to Health Check.

     


    Article Number:

    000140984


    Article Type:

    FAQ/Procedural



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