Post on 29-Nov-2014
description
ITM230- Delivering
Continuous SAP
Solution Availability
Agenda
Lovnish Mahajan, SAP Basis Architect
Robert Max, Global Applications Technology Manager
Availability Management, BASIS Technologies
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
Learning Objectives
As a result of this session, you will be able to:
Describe the ITIL Process for improving Availability
Identify potential Infrastructure Availability issues
Investment in SAP Solution Manager Functionality to improve
availability
Minimize Planned Outages
Since Go-Live in Oct 2012, SAP Application availability at Novelis has
been 99.96% with only TWO scheduled maintenance days
Novelis Global Footprint
9
Countries
25
Operations Employees
2,786 Kt
Shipments
$9.8b
Revenues
11,000
Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013
Revenues
Employees
FRP Shipments
North America
$3.4 Billion
3,100
988 kt
Europe
$3.2 Billion
4,300
847 kt
Asia
$1.8 Billion
1,800
556 kt
South America
$1.4 Billion
1,800
395 kt
Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013
Introduction to Novelis and SAP Program
2012 First SAP Go-Live 2013
U.S and Canada, Where Used Worldwide
ERP- Ehp5, BI 7.3, SCM
7.0 Ehp2, SBOP 4.0,
GRC, Solution manager-
SP8
SAP Version Installed
Other Bolt-ons,
Applications
Implemented
SABRIX, TIBCO,
SharePoint, SaaS
applications i.e. Poornata,
Rate hub, Legacy MES
interfaces
SAP Application Life-
Cycle Management
Adopted ChaRM, SD, SMSY,
Monitoring, HP ALM
Novelis CoE ( Center of
Excellence)
Team dynamics AMS and SAPoD Hosting
partner
Novelis is the world leader in rolled aluminum products, delivering
unique solutions for the most demanding global applications, such as
beverage cans, automobiles, architecture and consumer electronics.
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
ITIL Service Delivery Processes
IT Infrastructure
Service Desk
Service Level
Management
Maintain and improve IT
service quality, through a
constant cycle of
agreeing, monitoring and
reporting on IT service
achievements
Availability
Management
Providing the sustained
level of availability
required by the business
in a cost effective manner
Capacity
Management
Ensuring that the
capacity and performance
needs of the business are
being met
IT Service Continuity
Management
Ensuring that the
necessary IT services can
be recovered within the
agreed business
timescales
Financial
Management for IT
Services
Cost-effective control and
management of the IT
assets and the financial
resources used in
delivering IT Services
ITIL Availability Management Process Relationships
ITIL PROCESSES
Measurements and
Reporting on IT
Service Availability
Outage Reports & Details
Of Incidents affecting Availability
Availability
Management
Providing the sustained
level of availability
required by the business
in a cost effective manner
Incident Management
Focusing on the quick
restoration of service
minimizing the impact to the
business.
Service Level
Management
Maintain and improve IT
service quality, through a
constant cycle of agreeing,
monitoring and reporting
on IT service achievements
Configuration
Management
Identifying, controlling and
verifying IT components
and their inter-relationships.
Provides information key to
the other processes.
Component Failure
Impact Analysis (CFIA)
Problem Management
Getting to the root cause of
incidents and ensuring that
permanent solutions are
deployed to prevent
reoccurrence. Identify Trends and
Instigate Remedial
Actions
The processes decide
FEEDBACK
GOAL ACTIVITIES RESULT
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
SAP Infrastructure Components
SAP Infrastructure
Data Center
Network
Server/Storage
Messaging
SAP Application
Bolt-Ons
Database
The SAP Solution
Five (5) Production SAP Systems delivering business solutions (ECC,
SCM, GRC, BW)
48 plus active production and non-production SAP Systems
Federated Solution includes 8 plus bolt on products
40+ Terabytes SAN storage; 50+ of UNIX servers; 10+ Windows
servers
Oracle and DB2 DBMS
In-house COE , AMS partner and Hosting partner SAPoD
Measuring Unavailability - Criteria
Unplanned
Outages
Consistent, repeatable end user transactions from multiple
locations
Proactively find availability and performance issues before
customers do
Reduce end user outages by proactively managing with
performance and availability trends
Single Point of Failure
Exceeding Planned Outage Windows
Lengthy Period of No Response
Planned Outages
Consistent, repeatable end user transactions from multiple
locations
Proactively find availability and performance issues before
customers do
Reduce end user outages by proactively managing with
performance and availability trends
Planned Non Concurrent Maintenance
Consolidations and Relocations
Upgrades and Go-Lives
Service Level
Failures
Consistent, repeatable end user transactions from multiple
locations
Proactively find availability and performance issues before
customers do
Reduce end user outages by proactively managing with
performance and availability trends
Batch Processing Windows Exceeded
Lengthy Transaction Response Time
Business Process Monitoring (BPM) Alerts
Measuring Unavailability
A system is unavailable when:
A Critical event has been declared (critical event criteria has been defined per SLA)
Root cause of the critical event is attributed to the Basis area of responsibility versus the business process or functionality layer.
No new users can log on to the system
Notes:
Each key group measures the hours their resource is off line.
If a component has failed and the system remains accessible, this is not measured.
In some cases number of outages may be a more reliable measurement than hours of unavailability
Worker Hours lost can be a good measurement of business impact (e.g. Resource Outage plus time necessary to restart the manufacturing line).
SAP Solution Availability Monitoring Tools
SAP
Infrastructure
Data Center
Network
Server/Storage
Messaging
SAP Application
Bolt-Ons
Database
Monitoring
Alerts
Events
Service
Levels
Business
Processes
Tools
HCL- Nimsoft
Solution Manager
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
Solution Manager
Novelis- Road Map to BPML
Review Solution
Documentation Global Template
Setup
Setup for Implementation
Projects
• Review Business
process/Docume
ntation in SolMan
• Identifying lag of
usage of
SOLAR01/02
(transactions,
IMG activities,
test procedure;
process owner,
user…)
• How to link
SharePoint with
SOLAR01/02
• Business
processes
mapped
• Current
objects/programs/
interfaces added
• Map custom
programs into the
Solutions
• Import/Link
Business Process
Documents into
SolMan
• Maintenance
Project Setup
• Setup up Global
template
• Global landscape,
business process
information, test
scripts and
Training
document
• Create
Implementation
Projects for
country/region
specific roll outs
• Setup Solution
Manager for
Business
blueprint,
configuration,
documentation
• Centralized
configuration and
development
• Testing
integration with
HP ALM & TAO
Novelis – Use of Solution Manager Road Map
Service Desk
ChaRM – Change Request
Management
Business Process Change Analysis
Integration to HP QC
Integration to Job
Scheduling System
Business Process
Management
Incident and
problem
Management
Multilevel
Categorizati
on
Service Level
Agreement
(SLA)
Monitoring
Implement
ChaRM(
Normal,
Urgent,
Defect)
Automated
workflow and
approval
process
Automation
for transports
of the
production
environment
Retrofit and
CSOL
Management
Dashboards
and reporting
Integrate HP
ALM with
Solution
Manager
Best practices
for Testing
Automated
testing –
Integration
testing
Integration
into SAP TAO
Integrate
external job
scheduling
system into
Solution
Manager
Best practices
for Batch job
Process
Automated
Incident and
Change
Management
Activate
Business
process
Monitoring
Activate
Business
process
Management
SLA setup
Management
Scorecard/
reporting
Use BPCA for
support pack
upgrade,
Major release
upgrades
Include BPCA
in change
request
management
Novelis –Run SAP like a Factory
Technical Monitoring
Interface Monitoring
Diagnostics/Root Cause Analysis
Technical Administration
Technical
Monitoring and
Alerting
EWA – reports
Alerts/Notifications
mechanism
Reporting
Dashboards
Scorecards
PI – Monitoring
PI is currently not
used.
End to End
interface Monitoring
Alerts/Notification
Mechanism
Reporting
Maintenance optimizer
OSS Integration
Downtime
Management
System Administration
Reporting
Dashboards
Scorecards
End-to- End
workload
Analysis
End-to-End Trace
Analysis
System, Host &
Database
Analysis
End- to –End
Business
process
monitoring
Novelis Test Lifecycle
QA CoE Test Lifecycle Phases
Definition – TG1Requirements – TG1 Design – TG2 Build – TG3 Testing – TG3 Deployment – TG4
- Receive project request for
QA CoE services
- Understand project
definition & scope
- Define roles,
responsibilities and assign
resources
- Recommend QA CoE test
management tools
- Recommend QA CoE test
verification/automation
tools
- Establish test activity
reporting and
communication matrix
- Define QA documentation
repository for new project
- Provide level 0 estimate to
PM for QA activity
- Attend project kick-off
meeting
- Understand requirement
and attend requirement
walkthrough
- Perform requirement
validation & get sign off
- Provide QA CoE testing
guidelines: Test Strategy
and QC Best Practices
- Draft high-level test plan
for new project
- Provide level 1/2 estimates
to PM
- Understand design
specification& attend
design spec. walkthrough
- Design specification
validation
- Understand system
database schema and
implementation specs
- Develop detailed test plan
and test cases
- Configure testing tools
and software for new
project
- Create QA environments
- Provide level 3 estimate to
PM
- Perform Business Impact
Analysis (scope changes)
- Conduct shakeout testing
by Dev.
- Conduct unit and
integration testing by Dev.
- Gain unit and integration
testing sign-off
- Update QA test cases if
required
- Conduct QA test plan &
test cases walkthrough and
obtain sign off
- Create test data (if
applicable)
- Identify UAT teams
- Create UAT test plan & test
cases
- Coordinate schedules for
iterative QA build releases
- Conduct system functional
testing – manual and
automation (unit, string,
integration, regression)
- Conduct defect reporting,
fixing and QA revalidation
for build release iterations
- Provide metrics for build
release iterations to project
stakeholders
- Conduct user acceptance
testing and sign off
-Conduct operational
Readiness/Security Testing
- Conduct production
conversion testing (if
applicable)
- Conduct performance
testing
- Gain QA testing signoff for
project
- Acquire deployment
authorization
- Perform lights on sanity
test (i.e. system
configuration and software
installation testing - if
applicable)
- Gain deployment sign-off
- Transition resources to
production support (if
applicable)
- Post Deployment
Verification & performance
recognition
- Review metrics and
lessons learned for
process improvement
- Archive artifacts
- Project closeout
No
ve
lis
PM
M G
ate
s
Scope Analysis &
Design Build, Test, Train Go-Live & Close
Technology: Testing Tools
Conceptual Design & Licensing
Application Lifecycle
Management (ALM)
(Quality Center)
Define
Application
Requirements
SAP Solution Manager SAP SolMan
Integration Adapter
BPT
QTP Service Test Service Test Mgt (Test Data Mgt)
TAO
QA Inspect
Unified Functional
Testing (UFT)
Project Planning & Tracking Release Management Requirements Mgt. Business Models Test Plan Test Lab Defect Mgt
Web Inspect
Fortify 360
SAP
Legend
SAP HP Integration Tool
HP Tool
SAP Tool SAP Purchase
HP In-House
Purchase
Performance Center
(Load Runner)
Test Data Mgt.
Diagnostics
QA
Users / Testers
Novelis Performance on CPI’s
SL# CPI Name
Expected Service
Level
Minimum Service
Level
SAP Service Levels
001 Incident Response Time – All Severity Level 1 Incidents 95.00% 90.00%
001 Incident Response Time – All Severity Level 2 Incidents 95.00% 90.00%
003 Project Timeliness 95.00% 90.00%
005 Incident Resolution Time – All Severity Level 1 Incidents 95.00% 90.00%
005 Incident Resolution Time – All Severity Level 2 Incidents 95.00% 90.00%
007 Change Management Success Rate - Emergency 95.00% 90.00%
008 Root Cause Analysis Delivery Rate 95.00% 90.00%
009 Dashboard Availability 99.50% 99.00%
016 Customer Satisfaction 4.25 4.00
028 Percent of Successful Backups 99.00% 98.00%
029 Percent of Successful File Restorations 98.50% 98.00%
039 Storage Replication Availability 99.50% 99.00%
SAP Service Levels
018 Database Availability - Production 99.50% 99.00%
055 Database Availability - Non Production 97.00% 95.00%
019 Event/Alert Monitoring Application Availability 99.50% 99.00%
020 Production Server Availability 99.90% 99.50%
085 Non Production Server Availability 99.00% 98.00%
021 Enterprise Storage Availability 99.99% 99.95%
031 Data Center LAN Availability 99.95% 99.95%
032 Security Device Availability 99.95% 99.95%
SAP Service Levels
040 SAP Availability - Production 99.95% 99.95%
044 SAP Availability - Non-Production 98.00% 98.00%
Novelis Performance on KPI’s
SL# KPI Name
Expected
Service Level
Minimum
Service Level
SAP Service Levels
002 Incident Response Time - All Severity Level 3 Incidents 93.00% 90.00%
002 Incident Response Time - All Severity Level 4 Incidents 93.00% 90.00%
004 Service Request Response Time 95.00% 93.00%
006 Incident Resolution Time - All Severity Level 3 Incidents 93.00% 90.00%
006 Incident Resolution Time - All Severity Level 4 Incidents 93.00% 90.00%
010 Service Level Reports Delivery 95.00% 90.00%
012 Security-Related Correlated Log Report Delivery Success 95.00% 95.00%
017 Standard Reports Delivery 95.00% 90.00%
043 Change Management Success Rate - Standard 98.00% 95.00%
SAP Service Levels
022 Database Availability - Non-Production 96.00% 95.00%
023 Non-Production Server Availability 96.00% 95.00%
033 Security Service Availability 99.00% 99.00%
034 Successful Tape Vaulting 99.99% 99.50%
SAP Service Levels
045 SAP Average Response Time at Peak Dialog Hour - Non-Production 800ms 1000ms
046 SAP Average Response Time at Peak Dialog Hour - Production 800ms 1000ms
047 SAP Average Response Time in Dialog Task - Non-Production 800ms 1000ms
048 SAP Average Response Time in Dialog Task - Production 800ms 1000ms
057 SAP Average Database Response Time in Dialog Task - Non-Production 600ms 800ms
058 SAP Average Database Response Time in Update Task - Non-Production 600ms 800ms
059 SAP Average Database Response Time in Dialog Task - Production 600ms 800ms
060 SAP Average Database Response Time in Update Task – Production 600ms 800ms
054 SAP Batch Jobs Successfully Completed Within Pre-Established Windows –
Production 96.00% 96.00%
061 SAP Event/Alert Monitoring Application Availability 95.00% 95.00%
Availability Root Cause Analysis & Trending
Actions Taken to Prevent Future Occurrences of
Unavailability
• Full Debrief on Each Occurrence
• Determine Root Cause of Each Occurrence
• Devise Plan to Prevent Future Occurrences
• Trend each Occurrence to Capture and Correct Problem Areas
Minimizing Planned Outages (A Preview)
Improve continuous availability by minimizing scheduled outages:
Maintain a significant amount of excess hardware capacity and expand hardware capacity as seldom as possible (yearly)
Consolidate maintenance into fewer “bigger” events
Monitor SAP Service Marketplace for enhancements that reduce the outage for kernel upgrades, release upgrades and support packs
Replace standard SAP upgrades with Time Optimized Upgrades or Downtime minimized upgrades.
Multiple rehearsals on non production systems to ensure the timing, steps and potential problems of implementing changes have been identified
Minimize post upgrade incidents with Load/Stress and cycle testing
The Program Management Office should plan and fund
for an active SAP Infrastructure Life Cycle Management
Process as part of the SAP program
2005 Availability Results & Analysis
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
Summary
Utilize the ITIL Service Delivery Processes for Availability and
Service Level Management
Implement Guidelines and Tools for measuring Availability and
Service Levels
Identify the Infrastructure Components Critical to the Delivery
of the SAP Solution
Use Solution manager functionality to streamline SAP
operations
Conduct Risk Assessment of Potential Unplanned Outages
Minimizing Planned Outages
Further Information
Public Web:
SAP Service Marketplace References:
http://service.sap.com/solutionmanager
http://wiki.sdn.sap.com/wiki/display/SAPITSM
http://service.sap.com/alm
http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home
ITIL References
http://itsmfusa.org
http://www.itil.co.uk/index.htm
Americas’ SAP Users’ Group (ASUG)
www.asug.com – Business Integration, Technology & Infrastructure (BITI)
Communities Page
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