Hardware and Software Requirements

Application Server Requirements

Hardware

Component Recommended
CPU
  • 2 core minimum
  • 4 core recommended for heavy transaction rates and workflow/escalation usage

RAM

  • 8 GB minimum, and more depending on transaction rates and workflow/escalation complexity

Hard Disk
  • 20 GB minimum free space (approximately 1.1 GB for Neurons for ITSM files and the remaining space for log files).
  • Best Practice! We recommend that you install Neurons for ITSM in a location other than on the system drive (typically the C drive).

Software

Item Supported Version
Operating System

•Microsoft Windows Server 2022 (recommended)

•Microsoft Windows Server 2019

•Microsoft Windows Server 2016

Microsoft .NET Framework

  • Microsoft NET. Framework Release 4.6 if FedRAMP feature is not enabled. If FedRAMP feature is enabled, the required Microsoft .NET Framework Release is 4.8.

This requires the latest Microsoft Windows update.

Web Server
  • Microsoft IIS Release 7.5

  • Microsoft IIS Release 8.0

  • Microsoft IIS Release 8.5 (recommended)

  • Microsoft IIS Release 10 (Windows 2016)

Web Server Requirements

In multi-server environments, each Neurons for ITSM web server must meet these requirements.

Hardware

Component Recommended
CPU
  • 2 core minimum
  • 4 core recommended for heavy transaction rates and workflow/escalation usage

RAM

  • 8 GB minimum, and more depending on transaction rates and workflow/escalation complexity

Hard Disk
  • 20 GB minimum free space (approximately 1.1 GB for Neurons for ITSM files and the remaining space for log files).
  • Best Practice! We recommend that you install Neurons for ITSM in a location other than on the system drive (typically the C drive).

Software

Item Supported Version
Operating System

•Microsoft Windows Server 2022 (recommended)

•Microsoft Windows Server 2019

•Microsoft Windows Server 2016

Microsoft .NET Framework

•Microsoft .NET Framework Release 4.6 if FedRAMP feature is not enabled. If FedRAMP feature is enabled, the required Microsoft .NET Framework Release is 4.8.

This requires the latest Microsoft Windows update or that you download the following security patch: https://www.microsoft.com/en-us/download/details.aspx?id=42327

Web Server
  • Microsoft IIS Release 7.5

  • Microsoft IIS Release 8.0

  • Microsoft IIS Release 8.5 (recommended)

  • Microsoft IIS Release 10 (Windows 2016)

Database Server Requirements

Hardware

Component Recommended
CPU
  • 4 core minimum. Your deployment may require more for heavy transaction rate and workflow or escalation usage

RAM

  • 16 GB minimum; however, your deployment may require much more RAM depending on transaction rates and workflow or escalation complexity

Hard Disk
  • Best Practice! We recommend that you have separate volumes for the database and the transaction logs.
  • Database: 100 GB minimum free space. For proper disk space sizing, use these guidelines:

    • Neurons for ITSM application demo database: 500 MB

    • Average disk space requirement per record (incident, problem, change, configuration): ~200 KB

    • For storing records more than three years old: more than 60 GB

    • Average disk space requirement per record (configuration item): ~500 KB. For example, for 20,000 configuration items, we recommend a minimum of 10 GB.

    • 10 GB minimum free space. This is the minimum.

  • Transaction logs: 60 GB minimum free space.

Software

If your deployment has the reporting feature installed, you must have Microsoft .NET Framework Release 4.8, which requires the latest Microsoft Windows update or that you download the following security patch: https://www.microsoft.com/en-us/download/details.aspx?id=42327.

Item Supported Version
Operating System

•Microsoft Windows Server 2022 (recommended)

•Microsoft Windows Server 2019

•Microsoft Windows Server 2016

Database Management Software

  • Microsoft SQL Server 2022 (supported only with ITSM version 2023.4)

  • Microsoft SQL Server 2019

  • Microsoft SQL Server 2016

  • Microsoft SQL Server 2017

Other Software

Microsoft SQL Server must have full-text search enabled. If it does not, the Neurons for ITSM demo database will not load properly.

ITSM application does not support case sensitive SQL Collation.

ITSM application only supports SQL Collation of SQL_Latin1_General_CP1_CI_AS.

Reporting Feature Requirements

Hardware

Component Recommended
CPU
  • 2 core minimum

  • 4 core recommended for heavy transaction rates and workflow and escalation usage

RAM

  • 8 GB minimum, and more depending on transaction rates and workflow and escalation complexity

Hard Disk

  • 20 GB minimum free space (approximately 1.1 GB for Neurons for ITSM files and the remaining space for log files).

  • Best Practice! We recommend that you install Neurons for ITSM in a location other than on the system drive (typically the C drive).

Software

Item Supported Version
Operating System

•Microsoft Windows Server 2022 (recommended)

•Microsoft Windows Server 2019

•Microsoft Windows Server 2016

Microsoft .NET Framework

  • Microsoft .NET Framework Release 4.6 if FedRAMP feature is not enabled. If FedRAMP feature is enabled, the required Microsoft .NET Framework Release is 4.8.

    This requires the latest Microsoft Windows update or that you download the following security patch: https://www.microsoft.com/en- us/download/details.aspx?id=42327

Database Management Software

  • Microsoft SQL Server 2022 (supported only with ITSM version 2023.4)

  • Microsoft SQL Server 2019

  • Microsoft SQL Server 2016

  • Microsoft SQL Server 2017

Other Software

  • Microsoft SQL Server Reporting Services (SSRS)

Microsoft SSRS Report Designer

Business Intelligence Development Studio (BIDS) is a Microsoft component used in creating reports and report templates for Neurons for ITSM. BIDS comes with Microsoft SQL Express edition. For on-premise users, BIDS comes with Microsft SQL Server license.

Item Supported Version
Operating System

•Microsoft Windows Server 2022 (recommended)

•Microsoft Windows Server 2019

•Microsoft Windows Server 2016

Hard Disk

  • 5 GB minimum free space

RAM

    • 512 MB minimum, 2GB is recommended

    		•

    Processors

    • X86: Pentium III-compatible processor or faster (processor speed of 1.0 GHz or faster)

    • X64: Minimum: AMD Opteron, AMD Athlon 64, Intel Xeon with Intel EM64T support, Intel Pentium IV with EM64T support (processor speed of 1.0 GHz or faster)

    • IA64: Itanium processor or faster (processor speed of 1.0 GHz or faster)

    Discovery Requirements

    Hardware

    Component Recommended
    CPU
    • 2 core minimum

    • 4 core recommended for heavy transaction rates and workflow and escalation usage

    RAM

    • 8 GB minimum, and more depending on transaction rates and workflow and escalation complexity

    Hard Disk

    • 20 GB minimum free space (approximately 1.1 GB for Neurons for ITSM files and the remaining space for log files).

    • Best Practice! We recommend that you install Neurons for ITSM in a location other than on the system drive (typically the C drive).

    Software

    Item Supported Version
    Operating System
    • Microsoft Windows Server 2022 (recommended)
    • Microsoft Windows Server 2019
    • Microsoft Windows Server 2016
    Microsoft .NET Framework

    •Microsoft .NET Framework Release 4.6 if FedRAMP feature is not enabled. If FedRAMP feature is enabled, the required Microsoft .NET Framework Release is 4.8.

    This requires the latest Microsoft Windows update or that you download the following security patch: https://www.microsoft.com/en- us/download/details.aspx?id=42327

    Web Server
    • Microsoft IIS Release 7.5
    • Microsoft IIS Release 8.0
    • Microsoft IIS Release 8.5 (recommended)
    • Microsoft IIS Release 10

    Client Computer Requirements

    Hardware

    Component Recommended
    CPU
    • Single core
    RAM
    • 4 GB

    Mobile

    Neurons for ITSM offers native apps for mobile devices for the Android and iOS platforms. The Neurons for ITSM app can be downloaded from their respective platform's app stores.

    Software

    See the Browser Compatibility for browser compatibility information.

    There is a Known Issue during installation of the 2017.2 Discovery Client Agent.

    Installation pops up Windows Warning for digital signature requirement from Microsoft.

    Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source.

    To correct this, digital signature certificates have been updated. However, Ivanti recommends to apply updates to support Code Signing issues in Windows 7 and Windows Server 2008.

    For windows 7, please make sure that System has SP1 installed and install KB from https://technet.microsoft.com/en-us/library/security/3033929.

    As per MSDN driver signing has changed in Windows 10, version 1607.

    Exceptions / Are cross-signed drivers still valid?

    • Enforcement only happens on fresh installations, with Secure Boot on, and only applies to new kernel mode drivers:
      • PCs upgrading from a release of Windows prior to Windows 10 Version 1607 will still permit installation of cross-signed drivers.
      • PCs with Secure Boot OFF will still permit installation of cross-signed drivers.
      • Drivers signed with an end-entity certificate issued prior to July 29th, 2015 that chains to a supported cross-signed CA will continue to be allowed.

    To prevent systems from failing to boot properly, boot drivers will not be blocked, but they will be removed by the Program Compatibility Assistant. Future versions of Windows will block boot driver.

    To summarize, on non-upgraded fresh installations of Windows 10, version 1607 with Secure Boot ON, drivers must be signed by Microsoft or with an end-entity certificate issued prior to July 29th, 2015 that chains to a supported cross-signed CA.

    Reference: https://blogs.msdn.microsoft.com/windows_hardware_certification/2016/07/26/driver-signing-changes-in-windows-10-version-1607/.

    If the certificate uses SHA-2 or has SHA-2 certificates in its chain of trust and it is being used to sign kernel modules, then please be aware of KB3033929, an update for Windows 7 distributed through Windows Update. On versions of Windows 7 without this update, the kernel will reject signatures made with certificates that use SHA-2, so they cannot be used to get a kernel module to load.

    Reference: https://support.comodo.com/index.php?/Knowledgebase/Article/View/1103/0/signing-microsoft-windows-64-bit-kernel-mode-drivers.

    Remote Control Feature

    For customers using the legacy Remote Control solution, this feature requires that your browsers enable either TLS 1.0 or TLS 1.1 to support the HTTPS connection between the clients and the remote control server.

    Bandwidth and Latency

    For optimal application performance, we recommend a latency of 110 ms or below with a minimum of 1.5 MB/sec in bandwidth between the Neurons for ITSM application server and the remote location client machines.

    Chat Service Requirements

    Software requirements

    Component Name Description
    Redis The Redis server should be running as a Windows service where the Neurons for ITSM installer is being installed.
    Microsoft SQL server The database server should be available to store chat history and other statistics.
    Node js The node software should be installed where Neurons for ITSM installer is being installed. The node software is required to enable the server to run chat as a backend service.

    Points to Note:

    •In the on-premise machine, Chat service is installed as a part of the appserver module installation while Neurons for ITSM installer is installed as software and Chat service runs on IIS.

    •Currently installed on-prem node version: 20.5.0.

    •Currently installed on-prem Redis server version : 3.0.503.

    Redis server installation guide

    1.Navigate to the following path: C:\Program Files\HEAT Software\HEAT\AppServer\redis.

    The C drive on your machine may differ depending on your system's configuration.

    2.Extract the Redis file in the same location.

    3.Select the Redis batch file and run it as an administrator.

    4.Verify that the Redis server is present in the Windows Services option.