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BMC Remedy Performance Testing Tools

December 10th, 2009
BMC Remedy ARSystem

BMC Remedy ARSystem

Performance is the most important aspect of any application or service regarding User/Customer satisfaction. Great UI and Highly sophisticated applications or services can fall short if the performance is poor. This will be same in any application development environment even including Remedy apps.

I have heard a lot about performance testing tools but never used one, though I have done performance tuning before never tried tools to test them except Developer Plus. Remedy Developer Plus is an excellent tool which analyzes and let developers know about Structural, performance and Security based analysis and solutions.

I mainly use Developer plus to find fields which are larger than 255 characters, not indexed and used in queries, Active Link/Filter multiple execute on conditions and inefficient queries. I also love the Execution flow graphical view. What Remedy developer tool can do is limited in terms of performance testing, there are several tools available for this particular task to do load, performance and stress testing.

Recently when I was going through “BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting” book from BMC, I was struck with by a note which says performance generators like Mercury, LoadRunner and Seque Silk performer are not advisable to perform tests on Remedy.

The reasons as stated in the book are:

  • You should not run tests using performance generators like Mercury, LoadRunner, or Segue Silk Performer. They use the wrong layer to perform their load generation.
  • It is important to test at the RPC, or even better, the BMC Remedy API layer.
  • It is not recommended that you run tests using performance generators like Mercury, LoadRunner, or Seque Silk performer. Although these applications can produce a lot of work on a server for testing, they tap into the wrong layer in order to perform their load generation. The server can become “confused“
  • It is much better to replay BMC Remedy work at the RPC Layer, or even higher, the API layer. It is recommended to use BMC Remedy ‘driver’ using BMC Remedy API executables (Java or C) or a higher level tool that emulates the clicking of buttons and the entering of data using GUI.

It is well known that BMC uses Scapa TPP internally to test ITSM applications and it is validated software from BMC.

Scapa TPP for BMC Remedy
Scapa TPP for BMC Remedy

Unlike other testing tools, Scapa integrates BMC Remedy at the HTTP and API level to record system performance with more accuracy.

Note: Remedy Developer Plus 6.3 doesn’t work with Remedy 7.x server (Just found it will not work that way) and it is integrated with BMC Remedy 7.5 IDE :)

Njoy, Venkat

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Posted in AR System, Tools and Integration

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My-eService to launch new product at WWRUG09 Conference

November 7th, 2009

My_e_Service

OREM, UT — (Marketwire) — 11/06/09 — My-eService, a leading provider of knowledge management and self-service software, today announced it is officially launching its new product Virtual Chat for Remedy at the WWRUG Conference in Las Vegas, Nevada on November 9, 2009.

“Virtual Chat for Remedy® (VCR) includes an animated 3Dservice desk agent, or virtual agent that utilizes Artificial Intelligence and integrates with existing knowledge repositories to provide quick resolve for self service users’ issues,” says Russ Tolley, VP of Business Development at my-eService. “The virtual agent uses a friendly, natural conversation engine to work with the self help user to resolve their problem. If the virtual agent can’t resolve the issue, the self service user is routed based on the issue type to the correct live chat agent. Open or closed chat sessions can be automatically turned into incidents or service requests, contributing to a seamless, ITIL best practices approach to IT Service Management.”

“The virtual agent provides us with a single one-stop-shop where our users can access knowledge, service alerts, frequently asked questions, submit an incident, or escalate to assisted service. An added benefit is that our virtual agent, Jen, never takes a break, a vacation or sick day and works 7 days – 24 hours a day without complaining. The virtual agent has helped us to extend our hours of operation,” says Kathy Sweet, of Amica Insurance.

The timing of the WWRUG Conference in Las Vegas worked out well for my-eService to formally introduce their new product to the BMC User Community. This is the best opportunity to reach a large number of BMC customersat once. “WWRUG brings together professionals and business thought leaders for five days of in-depth technical tutorials and discussions of solutions associated with BMC Action Request System, Atrium CMDB and the ITSM suite and we are excited to have my-eservice introducing their new product at the conference,” says Daniel Bloom, WWRUG Conference Chair.

Read more about the product and service here

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