Remedy 101 – BMC AR System Remedy Architecture

August 26th, 2009 by Venkat

Hi All,

This is the first post in the category Remedy 101, which explains the basic concepts of BMC Action Request System Remedy. In this post we will discuss the architecture of AR system and some other basic concepts.

What is AR System Remedy?

In the words of BMC, “AR System is a professional development environment that is built to leverage the best practices Information Technology Infrastructure Library (ITIL) standards, which you can use to create business workflow applications“.

AR System is a professional development environment that is built to
leverage the best practices Information Technology Infrastructure Library
(ITIL) standards, which you can use to create business workflow

The application development is simple and easy because you have limited options in the form of workflow objects and if a person knows them all, they can start building something. The use of the workflow objects determines what kind of programmer are you,  since same task or requirement can be achieved in different ways.

AR System has a flexible Multi-Tier/Multi-Level architecture.  It is a Server -Client model, in which all the calls made several clients go through the server and make necessary changes to the database. The clients can be User tool, Admin tool, Web based clients or any other Interface connected to the AR server

The below diagram from BMC shows the relationship between different tiers and  interoperability

BMC AR System Architecture

Source: BMC Software Inc.,

The four tiers in the basic architecture are:

  • Database
  • Server
  • Mid-Tier
  • Client

> Database Tier

This is the most and important tier which technically stores everything from field to forms and entry to configurations of the application. Everything we see or do or store goes directly in to the database. BMC Remedy is just an application which interacts with the database to fetch/store/edit/delete data which is stored in it, but the way in which data is stored and how it is used is totally controlled by remedy.

> Server Tier

AR Server acts as a gateway between the user and the database, it is the actual place where all the processes that are defined in the applications or the code we wrote are executed and necessary changes are made on the database and results are shown are passed to the client tools.


With the growth in demand for web-access in the early 2000’s BMC has deployed AR Server with the capability to use Remedy applications over web through browsers like IE (Internet Explorer), Mozilla Firefox (my fav) and recent addition Apple Safari.


Well, BMC provides a client tool to access the AR Server and Database tiers, Remedy User Tool is the traditional and most sought way to access the AR System. All the basic functions and functionalities of AR System can be performed using User tool, it is the default front-end tool developed by BMC for using all the application built on Remedy platform.

The actions that can be performed vary from creating/modifying/deleting an entry in a form to changing server configuration, from adding a user/group/role in to the system to setting up a LDAP, from creating simple report to writing SQL commands to fetch data from an external database.

BMC Remedy Import tool, BMC Remedy Alert, and BMC Administrator are considered as client tools for accessing the server. Along with these, Web-browsers, Smartphones, PDA’s and other frontend devices or tools that access AR Server can be defined as AR Clients.

To be continued………..

Any questions or comments are welcome and will be replied when I find some time.

Next week , we will discuss more about the flexibility of BMC AR System Remedy and how it can be used in different infrastructures.




1 comment

  1. paul says:

    Hi Venkat,

    Nice overview of the Remedy platform.

    I am very interested to take some training… Could you give me an idea of where to start and the potential in the future.

    I have over 10 years of engineering and IT background.

    I’d appreciate your reply.

    Thanks, &

    Paul kabir

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