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At the end of this module, you will be able to do the following: Describe the Service Manager components Install the Service Manager database Install the Service Manager server Install the Service Manager client Install the Service Manager web client

Install the Service Manager self-service client Install the Service Manager help system Troubleshoot the installation

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The Presentation layer is built on Java technology. As such, SOAP and Web Services handle the communication between the presentation layer and the application layer.
SOAP is a lightweight protocol for information exchange in a distributed environment.

The application tier, comprising of the Service Manager application and SM web tier applications, uses JavaScript and RAD technology. RAD is an HP proprietary language that Service Manager uses to run its application. The database tier is based on C/C+ technology.

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Entity Relationship Diagram creation utility An Entity Relationship Diagram (ERD) is a graphic description of the logical structure of a database. Database administrators often rely on conceptual and physical data models to understand the relationships among tables, records, and data, and to produce reports. Out of the Box (OOB), ERDs of the core tables of Service Manager are embedded in the Help Server, such as the Change Management ERD displayed above. The ERD Creation utility enables you to generate Database Definition Language (DDL) statements that you can import into any tool that is capable of producing this type of conceptual data model. For example, Erwin Data Modeler can create a visual Service Manager data model when you import a DDL file created by the ERD Creation utility. If you have administrative rights, you can customize the files and links used to create the component DDL statements. Creating an ERD record To create an ERD record: 1. Click Tailoring > Tailoring Tools > ERD Create Records. 2. Type the Name (usually the application name) for the ERD Create record. 3. Click More or the More Actions icon and then select Add Files for Module. Note: The Add Files process will fail if the name of the ERD record is not associated with one or more Data Policy records. 1. Click More or the More Actions icon and then select Add Master Links. 2. Click More or the More Actions icon and then select Add all Related Links. 3. Click Add. 4. Click OK. Note: You can add relationships manually from the Manual Relationships tab. Use this tab to define relationships that do not occur in any of the automatically discovered categories. Each relationship that you create manually also appears in the ERD.

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Service Manager is built on a three tier client/server architecture. Database Tier

Service Manager uses a third-party relational database management system (RDBMS) to store the Service Manager applications and data. Typically, the database is located on a separate server system from the Service Manager server system to improve performance. A network connection is used to connect to the Service Manager application.

Server Tier
The Service Manager application manages data between the database and the clients. Typically, a single instance of Service Manager is installed on its own server system. You can install the Service Manager application on a Windows or a UNIX operating system. A web tier uses both a web server and web application server to allow access to Service Manager forms through a web browser.
A web server is needed to handle incoming HTTP and HTTPS requests. A Web Application Server is needed to run the Java and JSP necessary for connecting to Service Manager.

The Service Manager help server must be installed on a Windows operating system. Typically, the help server is installed on the web application server system.

Client Tier
The Service Manager client must be installed on a Windows operating system. When you install the Service Manager application on a server system running Windows operating system, you can then install the Windows client on the same server system. Install the web tier to support Service Manager clients running on other operating systems. End-users access Service Manager through a web browser. To access the web client, the web browser must have the following enabled:
Cookies JavaScript Java Pop-ups (namely, the URL for the Service Manager web application) 2010 Hewlett-Packard Development Company, L..P. 1-6

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Three scaling options:

Single servlet container process manages all client connections Vertical two or more servlet container processes on one host machine Horizontal multiple servlet container processes on several host machines

Information and diagrams of vertical and horizontal implementation scaling can be found in the Help Server.

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A single servlet implementation does not require a load balancer process. Clients send connection requests directly to the HTTP communications port of the servlet container process. The servlet container's HTTP port becomes the single well-known communications port for the HP Service Manager system. All clients send connection requests to this one communications port. The servlet container process routes each connection request to an available thread in the process. When the number of client connections reaches the number of available threads the system has reached capacity, and the servlet container refuses any additional client connection requests. Each servlet container process can manage approximately one hundred and fifty client connections (as determined by the HP Service Manager host's memory requirements). Implementers can use the threadsperprocess parameter to set the total number of client connections the servlet container process manages.

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A vertical scaling implementation requires a load balancer process to route client connection requests to an available servlet container process. Clients send connection requests to the HTTP communications port of the load balancer process. The load balancer's HTTP port becomes the single well-known communications port for the HP Service Manager system. All clients send connection requests to this one communications port. The load balancer process transparently routes client connection requests to any available servlet container processes on the local host. The end-user never sees the change in the communications port number from the load balancer process to the servlet container process. When the number of client connections reaches the total number of available threads on all servlet container processes the system has reached capacity, and the load balancer refuses any additional client connection requests. Implementers must use the threadsperprocess parameter to set the total number of client connections each servlet container process manages.

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A horizontal scaling implementation requires a load balancer process to route client connection requests to servlet containers on multiple hosts. Clients send connection requests to the HTTP communications port of the load balancer process. The load balancer's HTTP port becomes the single well-known communications port for the HP Service Manager system. All clients send connection requests to this one communications port. The load balancer process routes client connection requests to any available servlet container process in the group. When the number of client connections reaches the total number of available threads on all servlet containers on all available hosts in the virtual group, the system has reached capacity, and the load balancer refuses any additional client connection requests. Implementers must use the threadsperprocess parameter to set the total number of client connections each servlet container process manages. Implementers must also set the group parameters and ensure there is a valid network connection among the group members.

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Compatibility Matrices You can review the platform and application requirements for a version of HP Service Manager in HP Support's compatibility matrices. Compatibility matrices are listed for:
Tier Definitions used in the document Servers Windows Client Web Client Web tier: Application servers Web tier: Web servers Knowledge Management: Knowledge server Compatibility between Service Manager clients and servers Languages, localization and internationalization Compatibility with other Hewlett-Packard products Transparent technology and virtualization support for Service Manager Underpinning technology version policy Document Revision History

Release Notes Release notes provides an overview of the changes made in a release of HP Service Manager. It contains important information not included in the manuals or in online help.
Release Notes usually contain: Documentation Updates In This Version information Known Problems, Limitations, and Workarounds Installation Notes Service Manager Unload Patch information Verified Environments Local Language Support 2010 Hewlett-Packard Development Company, L..P. HP Customer Support link

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* - The number of connections can be reduced. This will be covered later in this class. You can also view the HP Service Manager 9.20 Installation Guide for details.

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HP Service Manager ships with a sample database for your testing and development purposes. Install Microsoft SQL Server 2005 (labeled Install Microsoft SQL Server2005 for use with HP Service Manager for testing purposes only) from the HP Service Manager installation media. The sample database (also referred to as demo data) provides sufficient data to test the Service Management lifecycle for your environment and business requirements. After you install the HP Service Manager application, you will be prompted to import the demo data into your Service Manager instance. IMPORTANT: You should only install the sample database for testing purposes. For production environments, you should install the full version of one of the supported databases. Do not import the demo data onto your production servers. For the purpose of this class, we will use a batch file to create 3 Service Manager Instances (DEV, TEST, & PROD) within the RDBMS.

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Case-Sensitivity HP Service Manager works with both case-sensitive and case-insensitive databases, enabling you to set things up the way that best meets your needs. Your users will be able to search for data case-sensitively or insensitively, as you choose. To achieve this, all servers and clients must be set to the same sensitivity. Service Manager supports both case-sensitive and case-insensitive databases on Microsoft SQL server and Oracle. If you use IBM DB2 Universal, you must set the system to be case-sensitive. You can configure the case-sensitivity of your Microsoft SQL server or Oracle database when you set it up. For more information, refer to the HP Service Manager Installation Guide. Prior to converting a system to be case-insensitive, you must first ensure that your RDBMS supports caseinsensitivity. HP recommends implementing case-insensitive searching on a test system prior to setting it up on your production system. There are pros and cons to both case modes. For example, in a case-insensitive environment, such as Service Manager using Microsoft SQL Server with a case-insensitive code page or Oracle with caseinsensitive settings, you should be aware that:
Only Service Manager queries are evaluated case-insensitively. All Service Manager expressions are still evaluated case-sensitively. This includes RAD expressions, JavaScript expressions as well as the expressions within DVD conditions in Service Manager forms. Note: Dynamic View Dependencies (DVD) is covered in the HP Service Manager Advanced class. Also, in Oracle using case-insensitive, you will not be able to rename or change a column size of keyed fields from the Service Manager Database Dictionary (Dbdict) Utility. Instead, select generate DDL when modifying columns from the Dbdict Utility. An Oracle database administrator can then drop the affected function based index, apply the DDL, and recreate the function based index on the Oracle database.

Load/unload implications of case-sensitivity When you load/unload data from a Service Manager system that connects to a case-sensitive database and load it into one that connects to a case-insensitive database, you can choose whether you want to 2010 Development 1-15 Add and Update records or to Hewlett-Packard Only add new records. Company, L..P.

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Indexes are created at installation but should be fine-tuned to the organizations needs by the Database Administrator.

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The Windows client allows users to connect to the Service Manager server through a dedicated client. Install the Windows client separately on each system that you want to connect to Service Manager. You must set your connection to an active server process.
Client listener on ports 13080 (http) and 13443 (https/SSL) for HTTP clients, including Windows, web, and SOAP-API

Special listener on port 12690 for SCAuto

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A web tier uses both a web server and web application server to allow access to Service Manager forms through a web browser.
A web server is needed to handle incoming HTTP and HTTPS requests. A Web Application Server is needed to run the Java and JSP necessary for connecting to Service Manager. The Service Manager help server must be installed on a Windows operating system. Typically, the help server is installed on the web application server system.

A Service Manager web tier requires at least one web application server to run. Depending on the features and scale of your web tier, it may also require a dedicated production web server and additional web application servers. If you use any of the implementation options list below, you will need to install and configure a dedicated production web server. If you are not running any of the configurations listed below, then you can run your web tier from a single web application server.
A trusted sign-on implementation You want web client users to log in to Service Manager without entering a user name and password. You want to distribute web client connections among multiple web application servers. A scaled implementation to support 300 or more concurrent users.

Important: If you are integrating HP UCMDB with HP Service Manager, you need to change the default port of the Service Manager web application from 8080 to another open port as port 8080 is default port for UCMDB.

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Tier 1: The configuration has been certified by the HP Service Manager Quality Assurance team, and is therefore highly recommended. Tier 2: The configuration is expected to work but has not been specifically certified. This typically includes newly released underpinning technologies, and older and less common underlying technologies. Note: A new release of a supported product will be considered supported under Tier 2 until it has been formally tested to Tier 1 standards, at which time it will become Tier 1 support. Tier 1:
IBM WebSphere Application Server 6.1 Tomcat 6.0

Tier 2
IBM WebSphere Application Server 7 Oracle WebLogic 9,10 Sun Glassfish JBOSS AS 4.2

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Knowledge Management The Knowledge Management applications are installed on the Service Manager server system; however, the search engine should be installed on a separate server system. Note: JRE 1.5 is required at the time of the search engine installation. This is for initial install only and is not a requirement for the runtime environment of the Knowledge Management server. Also, the Knowledge Management search engine leverages a third party component. As a result, the compatibility matrix is fixed and will not change until this component is replaced in a subsequent release. See the Service Manager Installation Guide for server requirements. Crystal Reports and Operational Reports The Service Manager installation files includes a run-time version of Crystal Reports, an external reporting tool that enables you to build the reports into any reporting system, and Operational Reports, where you can generate detailed graphical reports that help maximize the abilities of an organization through data monitoring and tracking. The HP Service Manager Operational Reports Guide embedded in the Service Manager Help Server provides sample reports, with documented examples and benefits. Users who generate operational reports need a working knowledge of their Service Manager system and its applications and utilities, and an understanding of Crystal Reports. For information about a particular platform, see the applicable platform documentation. Integrations with Service Manager Service Manager has bi-directional integrations with other applications such as:
HP Quality Center (QC)
HP Business Availability Center (BAC)
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Configuring the online help in Windows and web clients: To have Windows clients display online help from the Help Server, you must configure the Windows client preferences and define the Help Server host name and communications port. To have web clients display online help from the Help Server, you must configure the web client web.xml file and define the Help Server host name and communications port. You can view the online help from a Help Server by typing the following URL into a compatible web browser: http://<helpserverhost>:<helpserverport>/help/
For <helpserverhost>, type the name or IP address of the Help Server you want to connect to.
For <helpserverport>, type the communications port used to connect to the Help Server. You may omit the port number if you use the default port 80 HTML port.

In Service Manager 9.20, you can print an entire section of help or a series of topics from the section, See Getting Started help topics for printing on the Home page of the Help Server. On the bottom of the Home page, You can click a link to access various user assistance resources, or browse for online help for detailed information by opening one of the books in the left-hand panel.

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Important: The configuration tool overwrites your current sm.ini settings. You should back-up your systems sm.ini file prior to running the configuration utility to prevent any accidental data loss or loss of service.

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To start the Service Manager server from the Windows Control Panel:
From the Windows Start menu, select Control Panel > Administrative Tools > Services. Select the HP Service Manager Server service, and then click Start. The service is started.

To start the Service Manager server from a command line:

Open a command line. Go to <install_dir>\Service Manager 9.20\Server\RUN.

Type the following command: sm

You can define the processes the system starts automatically and the systems startup parameters from the sm.cfg file. This file exists on both Windows and Unix systems.
On Windows, sm.cfg determines how the system starts when started from a service. On Unix, sm.cfg determines how the system starts when started from the smstart script.

Additionally, when the Service Manager client starts with an error regarding the connection to the database, you need to verify the database connection to Service Manager. Make sure the configuration to Service Manager is correct. After verification of the database configuration and permissions, try stopping and restarting the database service, such as the SQLEXPRESS service for the Microsoft SQL Server 2005 database option.

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When the web client fails to open, restart the web application service, such as Apache Tomcat.

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To verify the Service Manager license is active, do the following: 1.Go to <install_dir>\Service Manager 9.20\Server\RUN 2.Type: sm -reportlic After installing the sample data provided with Service Manager, the Configuration Wizard should return a license success notification: License verification was success. If not, click Upload Data again and see if the license notification indicates success. On UNIX operating systems, you must enter sm instantOn to activate the trial license. When all else fails, go to www.webware.hp.com to obtain a permanent license or trial extension. Enter the license key in the LicFile.txt file on the Service Manager server system.

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Troubleshooting: Connecting to Oracle If you try to connect Service Manager with Oracle 10.1 or earlier, Service Manager will behave as follows:
If you use the Configuration tool during the installation, then the configuration tool will fail on "Verify Connection", and error messages will be displayed in the smconfig.log file. If you set your connection parameters by hand and then start Service Manager as Windows Service, the Service Status shows Started, but there will be error messages in the sm.log file, and clients will not be able to connect.

If you set your connection parameters by hand and then start Service Manager from the operating system command prompt, then here will be error messages in the sm.log file for Windows and the smconfig.log file for UNIX.

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You can customize your Windows and Unix server installation by modifying the HP Service Manager initialization file (sm.ini).
Located in <install_dir>\Service Manager 9.20\Server\RUN Sample sm.ini file:
shared_memory:32000000 log:../logs/sm.log alertlog:../logs/sm.alert.log system:13080 httpPort:13080 sslConnector:1 httpsPort:13443 sqldictionary:sqlserver [sqlserver] sqldb:SM710 sqllogin:SM7Admin/SM7Admin plugin0:kmplugin.dll Note: The online help details how the user name and password can be encrypted in the sm.ini file

You can customize the web client settings by modifying the web.xml configuration file.

The default location is on the web application server in the ..sc/WEB-INF/web.xml directory.
A sample from the web.sml file:
<servlet> <init-param> <param-name>serverHost</param-name> <param-value>localhost</param-value> </init-param> <servlet>

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