1. Unicenter Service Desk (USD) -Preliminary Scalability Recommendations for r11 -Revised January 11 2007

2. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Objective -Primary objective: present sizing and location recommendations for the following Unicenter Service Desk components: -Primary Server -MDB -Secondary Server -Domserver/Webserver pairs (on primary/secondary) -Web and Java Clients -IIS Servers (for large clients) -Network infrastructure (latency and bandwidth)

3. The Architecture © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

4. Unicenter Service Desk r11 Architecture

5. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Components -USD Primary Server (with webdirector in all our tests) -USD Secondary Server(s) (optional) -Domserver/Webserver pair (on above servers) -MDB – may be local or remote to Primary Server -Java Client (optional – not preferred, will go away) -Web Client

6. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Documented Minimum Recommendations CPU: -Minimum: single processor, 2 GHz or better -Preferred: dual processor, 2 GHz or better -RAM: -Minimum: 2 GB -Preferred: 4 GB -Disk Space: 20GB minimum but allow for incremental growth to accommodate MDB growth -Java Client: single processor, 1 GHz (or better) with minimum 1 GB RAM

7. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. What you need to know -Location of MDB – local or remote -Number of boxes at each location -Bandwidth from each location to central/managing site -NW latency – USD can do lots of round trips -Network and firewall port/direction restrictions -Failover/Fault Tolerance requirements -Monitor CPU and memory usage, especially on Domserver/Webserver pairs – add more resource when waiting on these resources – add another pair if available memory and CPU

8. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Other Factors -Optimization and tuning tips to enhance scalability -Dedicated or shared machines? -Planning for future growth -Best practice guidelines for filtering, monitoring and policy can reduce load -Workflow

9. Architecting/Tuning Resources © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

10. Resources -CPU -Memory -I/O Subsystem -Network (bandwidth and round trip latency) -These are interrelated – one problem can mask others -SQL can do too much I/O so you add memory -SQL will cache disk to memory and end up with too much CPU use -Real problem could be a missing index

11. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. CPU Consumption Remediation -Add CPU(s) -Remove load (fewer Webserver/DOMServer pairs) -Tune load – look at customization/configuration and adjust -Is 10M contacts bad -Is 10M assets when you only need 10k bad -Is logging everything bad -Is reporting against production DB bad

12. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. I/O Subsystem Remediation -Split service desk disk from other applications -Split SQL log, tempdb, data, index -Add arms (more units in stripe set, faster stripe set) -Split reporting to a separate DB -Look at what I/O you are doing – may be logging level, audit, too much data or data not being used, index maintenance, shared MD, wrong phase of the moon

13. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Memory Consumption Remediation -Add memory -Reduce load -Look at why memory is being used – could be missing index, reporting against an online transaction oriented database

14. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Network Consumption Remediation -Top 3 things: measure – measure – measure -Add Bandwidth or reduce latency – but fix the one that matters -Remove load -Deploy secondary server in geo

15. Management Servers © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

16. Management Servers - Topics -Primary Server -Secondary Server(s) -Domserver/Webserver pairs -IIS Servers

17. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Primary Server Guidelines -Dual CPU preferred with 2GB RAM minimum (4GB desirable) -Monitor CPU and memory consumption/availability on ALL servers – this is the best indication of load/reserve capacity

18. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Secondary Server -Dual CPU preferred with 2GB RAM minimum (4GB desirable) -One Domserver/Webserver pair per CPU – 1GB RAM per pair -One Domserver/Webserver pair for each 300 simultaneous users (range is 200-400 based upon type of load but it is unusual to need a pair for 200 users unless all are analysts). -Monitor CPU and memory usage – remove a Domserver /Webserver pair or add more resource if nearly full – add more pairs if both CPU and memory are available. -Multiple secondary servers are required for large installations or those with resource constraints on one secondary server -Secondary servers may be placed within geographic locales

19. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Secondary Server – Geographic Locales -Secondary servers may be placed within geographic locales -There is less bandwidth consumed from primary to secondary than from secondary to web client -Balance cost of secondary with improved performance benefit of a local secondary server -Poor or congested bandwidth from primary to a locale can drive use of a local secondary – but you still need reliable and reasonably fast access from secondary to primary -Growth in round trip latency is a driver for needing a secondary

20. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Secondary Server – dom/web server pairs -CPU utilization -Our tests at target load were in range of 20-40% utilization -We do not expect variation in response time below 60-80% -If response time is good, no need to add CPUs even at 80% -If CPU utilization is consistently low and memory available consider adding an additional domserver/webserver pair to improve response time if an improvement is needed -Memory utilization -Our tests had effectively no disk paging -Your mileage may vary but we favor minimizing disk paging -Add memory if constrained or if paging is observed

21. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Secondary Server -Recommended best practice is multiple machines or Partitions verses one Big Machine -Additional separate IIS servers may be required to maximize thruput (10k user test used four IIS servers) – estimate is one IIS server (low end server) for each 2500 users. -No point in using large hardware for IIS servers -Local secondary servers can reduce WAN bandwidth need to primary but will not “fix” poor or very slow connectivity

22. The MDB © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

23. What is it? -MDB – single database containing common tables and multiple product-specific tables previously in separate product dbs -Stores all USD data -As # rows increases, table size increases as well as disk space -Db does not just need db location disk space but also work location space (e.g., for sorting, temp and transient files w/in db.)

24. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Single or Multiple? -Multiple MDBs can be used to accommodate organizational requirements or network considerations -Distributed MDB – component dbs on dif computers (e.g., remote or local MDB) -Should have one enterprise MDB serving as central db (provides complete view of enterprise state that other products can use) -See Federated MDB presentation for more information on multiple MDBs

25. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. MDB Planning Guidelines -Use of Reiser file system is NOT recommended (not suitable for large dbs) -Incr. computer reqs as necessary for enterprise MDB when MDB is integrating info for multiple CA prods -MDB is business critical! s/b highly available -MDB on a cluster can be a performance benefit -MDB on 64 bit is also a significant performance benefit -Cannot be installed on Windows Domain Controller

26. The Clients © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

27. Client Options -Java Client: optional – if installed - admin functions removed -Web Client: integrated, web-based user interface for all administrative functions – new for r11! -Web Client is the strategic direction for future use and where new features will be added

28. Scalability Testing © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

29. Testing Guidelines -Performance was tested based on the following: -Network latency (between primary and secondary) -Affect of DMZ and firewall requirements/placement -Potential for bottleneck if multiple users attach docs -Identify “breaking points” - point at which performance started to degrade, suggesting additional resources were required -Description of tests follows

30. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Perfmon Data -Collected from Primary and Secondary Servers -Identifies: -System CPU utilization -System memory utilization -USD CPU utilization -USD Memory utilization -For MS SQL all basic SQL statistics -For Ingres IMA statistics and reports

31. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Silk Performer Results -Saved from boxes running Silk Performer scripts -Identifies: -# failed and completed transactions -Page response time (min., max., ave.) -# users started and halted -Total # errors

32. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario #1: Web Engine Performance -Objective: identify max. # concurrent users supported per web engine before performance degrades -Configuration: 1 Primary Server w/ 1 DOM server and web engine on a Quad server Primary Server Web Engine DOM server

33. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 1: Goal -Test: Simulate 300 analysts logging in to create issues and 700 users logging in to create requests with concurrent connections peaking at 900

34. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 2: Web Engine & DOM Server -Objective: Compare performance of single, dedicated web engine/DOM server pairing vs. multiple web engines -Configuration: 300 users in single DOM server/three web engines (on one quad), and in a three paired DOM Server/web engine environment Web Engine DOM server Primary Server

35. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 2: Goal -Users log in, create issues/requests, log out and repeat -# concurrent users gradually increase (1 user/8 seconds) to breaking point, then stay at this level.

36. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 3: Multiple Servers -Objective: compare breaking point of running on multiple small servers vs. one large server -Configuration: 3 DOM server/web engine pairs on Quad Primary Server DS WE Secondary server DS WE Secondary server DS WE Secondary server Primary Server

37. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 3: Goal -300 users log in, create issues/requests, log out, repeat -# concurrent users increase (1 user/8 seconds) to breaking point and stay at this level

38. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 4: Max. Concurrent Users -Objective: identify maximum # concurrent users the web engine can handle before errors occur or users are halted -Configuration: quad server, start w/ single Primary server/DOM server/Web Engine and scale up DS WE DS WE DS WE DS WE DS WE DS WE Primary ServerSecondary ServerSecondary Server…

39. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 4: Goal -Add more secondary servers (up to 4), DOM Servers and Web Engines (up to 5 each) and scale up to Best Practice -Add Web Director, configure web engines to use SSL and rerun job

40. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 5: Network Impact on Performance -Objective: determine impact of network physical/logical definitions on performance -Simulate scenario 4 and identify latency between primary and secondary servers.

41. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 6: DMZ and Firewall Performance Impact -Objective: determine how performance is affected by DMZ and firewall definitions -Configuration: duplicate scenario 5 and restrict SLUMP port # to mimic implementation of USD across DMZ or firewall (i.e., Primary Server in intranet, Secondary Server in DMZ)

42. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario 7: MDB Location -Objective: to determine performance impact of locating the MDB locally vs. remote -Configuration: duplicate configurations (with the exception of MDB location) and simulated user actions

43. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Test Scenario: Migration Impact -Objective: to determine average time required to migrate data from USPSD 6.0 to USD r11 -Identify elapsed time for data migration

44. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Summary of Results – r11 -Sustained load of 10,000 concurrent users for 8 hour period -None of the partitions were taxed at any time -System was very responsive -Ticket save time ranged from 1.5-3.4 seconds -CPU utilization ranged from 20% -40% -Tickets created at a rate of 3.1 per second (180/minute) -This is the equivalent of 94.6 million tickets per year for a 24x7x365 helpdesk! -Latent capacity estimated at 20-50% (12k-15k users)

45. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. Summary of Results – USPSD 6 -Sustained load of 8,000 concurrent users for 8 hour period -None of the partitions were taxed at any time -System was very responsive -Ticket save time was roughly 1 second -CPU utilization ranged from 10% -15% -Tickets created at an average rate of under 3 per second -Our hardware was not stressed at this load level -Latent capacity estimated comparable to r11