Implement CA Service Management

This article contains the following topics:
This article contains the following topics:
CA Service Management is an update for 
CA Service Management
 14.1.04, which provides new features, enhancements and bug fixes. For more information about supportability and how to install these components, see Supportability Matrix.
The following patches are available for Windows and Non-Windows environment to download from CA Support
    RO98013 (Windows)
    RO98022 (Linux)
    RO98032 (Solaris)
  • RO980
Prerequisites for 
CA Service Management
Verify and complete the following prerequisites before proceeding with 
CA Service Management installation :
  • To install and use 
    CA Service Management, ensure that 
    CA Service Management
     14.1.04 is installed in your environment and performed all the post install steps. For more information, visit CA Technical Support.
  • Before installing 
    CA Service Management, ensure that you set the NX.env file on the CA SDM server to the following value:
    @NX_SERVLET_SERVER_URL=https://<host name>:8080
  • Before installing the patch, ensure that you have read the CA Service Management Release Notes.
  • Back up your system database (MDB) before installing the cumulative patch. This is mandatory and ensures safe data recovery if any problems are encountered during the installation process.
Hardware Requirements
Review the following hardware requirements before you proceed with installing the xFlow Analyst Interface and Search Server: For more information, see Supportability Matrix
Server Type
CPU Requirement
RAM Requirement
Disk Space Requirement
xFlow Analyst Interface
Minimum Dual Processor 2 GHz
Preferred Quad Core Processor 2 GHz
Minimum 16 GB
Recommended 32 GB
12 GB
Search Server (Small)
4-8 Core CPU
Minimum 16 GB
Recommended 32 GB
12 GB
Supported Ports and Port Ranges
In addition to the list of ports opened in your environment, open the following ports to install CA SDM with xFlow Analyst Interface and Search Server. For more information about CA SDM ports and port ranges in general, see CA SDM Ports.
Port Name
Port Number
CA SDM Tomcat Port
CA SDM Tomcat Shutdown Port
CA xFlow Analyst Web Server Port
CA xFlow Analyst Incident Service Port
CA xFlow Analyst Search Service Port
CA xFlow Notification Service port 
(requires Web Sockets Protocol)
Search Server HTTP Port          
Search Server TCP Port             
Deployment Guidance
If you are installing CA Service Desk Manager for the first time, a phased approach is recommended. Start with a small pilot group and add users and servers in phases.
CA SDM deployment model consists of the following categories:
  1. Small
  2. Medium
  3. Large 
CA SDM Advanced Availability configuration is recommended since it provides better performance and availability. Customers with less demanding needs can opt for CA SDM conventional configuration. Use clustered DBMS configurations to support large data volumes. Each server in advanced availability mode requires DBMS connectivity. 
 It is difficult to give exact recommendations for deployment models since customers use CA SDM differently based on environment and organization requirements. Deployment model showcased in this article is based on feedback received from CA SDM customers, in general.
: If you are using a load balancer for Advanced Availability, ensure that the load balancer is configured to use sticky sessions.
The following diagram shows how to deploy CA SDM for small, medium, and large CA SDM configurations: 
Deployment Guidance Model for CA SDM Small, Medium, and Large Customers
Deployment Guidance Model for CA SDM Small, Medium, and Large Customers
This table describes CA SDM environment category and concurrent Analyst sessions:
Analyst Sessions
CA Service Management
 Server Type
Search Server
(*Not depicted in the diagram)
1 Primary (recommended 16-24 GB RAM)
On CA SDM Server
On CA SDM Server
1 Background Server
1 Standby Server
2 Application Servers 
Dedicated Server
Dedicated Server
1 Background Server
1 Standby Server
5 Application Servers 
Cluster of 3
1 Background Server
1 Standby Server
5+ Application Servers 
Cluster > 3 Solid-State Drive (SSD) disks
If you are installing CA SDM for the first time, see Hardware and Software Requirements for the Install.
CA Service Management
The installer installs the following components: 
  1. The installer checks for CA SDM 14.1.04 in your environment and auto-upgrades to CA SDM
    Install the patch on all existing CA SDM servers.
  2. Installs xFlow Analyst Interface.Install the xFlow Analyst Interface on top of CA SDM 14.1.04. Add a new secondary server for CA SDM conventional and an application server for Advanced Availability.
     Advanced Availability users can install the xFlow Analyst Interface only on an application server. 
    The new interface requires additional hardware resources and scales better horizontally. The main components of the xFlow Analyst Interface are a set of services (Incident, search, and notification services). These services share the default domsrvr out-of-the-box. For better performance, dedicate your domsrvrs for these services. From the CA SDM console, navigate to 
    xFlow Analyst Interface
     tab and update the following domsrvr variables: 
    • sdm.domsrvr.inms (for Incident services)
    • sdm.domsrvr.srms (for search services)
    • sdm.domsrvr.psms (for notification services)
      You can provide multiple domsrvrs separated by a comma (,) for these services. After updating these variables, restart the xFlow Analyst Server services. For more information, see Configure the xFlow Analyst Server Services.
  3. Installs Search Server.
    Consider dedicating a server to install the Search Server. The search server has built-in clustering feature and can be installed on a standalone setup if your implementation has CA SDM The recommendation for larger customers is that you install the search server on three or more servers and manually configure it to a fault-tolerant cluster.
The following diagram shows the installation model for new xFlow Analyst Interface users:
Installation Model-CA SDM Classic UI to xFlow Analyst Interface
Installation Model-CA SDM Classic UI to xFlow Analyst Interface
For more information about installation and post-installation tasks, see the following topics: