4 solution monitoring

SAP Solution Manager : Solution Monitoring

Active Global Support

Concept

Functionality

Solution Monitoring - Introduction

© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 3

SAP Solution Manager - Architecture

SolutionDirectory

Systems

SAPCRM

Non-SAP

Business-processes

Documen-tation

SAPERP

SAPAPO

Projects

Solution

Implementation and Distribution Solution Monitoring

Service Planningand Delivery

Service Desk

Upgrade

Change Management

Testing

E-LearningManagement

SAP Solution Manager

Global Rollout

ProcessTemplates

BETRIEB

IMPLEMENT.

OPTIMIEREN

Business-process


Proactive Monitoring vs. Reactive Monitoring

Why Solution Monitoring?

Monitoring should be done to detect the deficiencies as early as possible in order to ensure the correctness and security of the business processesraise the availability and performance of the system.

Proactive MonitoringProactive Monitoring tries to avoid critical situations before the occur.

E.g.: Maintenance of performance alert thresholdsE.g.: Trend analysis (e.g. performance values and hardware capacity)

-> To be reminded of the necessary monitoring tasks, interactive work lists are needed (Alert Graphic)

Reactive MonitoringReactive Monitoring tries to notify the administrators in critical situations as soon as possible

E.g.: error handling procedures and escalation paths

-> Via automatic notification mechanisms


Automatic Monitoring vs. Expert Monitoring

Automatic MonitoringAutomatic Monitoring is using predefined Key Performance Indicators (KPI) in order to notice deviations as early as possible.

E.g.: Autoreaction methods with CCMS as infrastructureE.g.: KPI monitoring and reporting with ratings in case of problems

-> Definition of Key Performance Indicators and their thresholds needed

Manual Expert MonitoringExpert Monitoring is manual work.Identify issues that are not captured via alert monitoring.Expert Monitors should give hints for resolution of identified problems or are the tools for resolution of problems.

E.g.: Link to expert monitors in satellite systems

Identify problems that are based on long-running trends.

-> Administrators with expert knowledge in different areas needed

Concept

Functionality



The “Old” Monitoring Concept

“Old” concept is not extendable to the new world

Increasing number of components (R/3 + CRM + 3rd-party + ITS + …)

Many new components have their own individual administration and monitoring tools

Exploding costs for training, implementation and operations

SAP Service Marketplace

SAP Active Global Support

CUSCUS

SCMSCM

CUSCUS

FVSFVS

4.6C4.6C

PLMPLM

System administrator


The “New” Concept: Solution Monitoring

SAP Service Marketplace

Central Monitoring

Instance

SAP Active Global

Support

CUSCUS

SCMSCM

CUSCUS

FVSFVS

4.6C4.6C

PLMPLM

System administrator

Solution Landscape(e.g. to monitor core

business processes or to report system KPIs)


Solutions in SAP Solution Manager

Solutions are groups of related systems. The design of solution landscapes can be related to the SAP Solution Manager functionality you want to use or to user groups which should have access, e.g. landscapes for

reporting (EarlyWatch Alert, SL, Service and Availability Reporting), joint administration and real-time monitoring (e.g. System Monitoring and Central System Administration)management of core business processes and related components (BPM) so thatcustomers of an outsourcer have access to their business process related data

Individual and flexible assignment of systems within solutions

Solution 2 (BPM Customer 1)

Solution 1 (EWA)

Solution 3 (BPM Customer2)

CRM ERP

BI R/3SCM

CRM ERP

BI

ERP

BI


Solution Monitoring and Reporting in the SAP Solution Manager

Early Watch Alert and Service Level ReportingWeekly evaluation of system status and performance Weekly or monthly reporting on SLAs for the involved systems and business processes

System Monitoring and AdministrationTechnical real-time monitoring of system components based on the CCMS infrastructureSystem-related tasks with integrated and automated log

Business Process and Interface MonitoringReal-time monitoring of business processes based on the CCMS infrastructure Covers all technical and business application-specific functions required for a smooth and reliable flow of business processes



Satellite Systems

System Monitoring

Continous Monitoring:Service Data Download

(SDCC)

Continous Monitoring:Service Data Download

(SDCC)

Real-time Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Real-time Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Solution Monitoring and Reporting – Data Collection

SAP EarlyWatchAlerts

Business Processes

Detailed Reporting

Critical Alert Situations:

Business Process Monitoring


Integration of 3rd-Party Tools


CCMS Monitoring Infrastructure (“RZ20)

MonitoringInfrastructure

SolutionLandscape

Monitoring Agent

3rd-Party Components

Report Alerts

3rd-Party System

Management Console

Trigger consolein case of an alert(SAPConnect;SNMP; XML)

Detailed Analysiswith 3rd-party tools

SolutionMonitoring


Solution Monitoring – Benefits Overview

Central point of access to all monitoring informationReduce administration effortCentral monitoring of complete solutionCover inter-system dependencies

Avoid critical situations by proactive monitoringDetect issues before they occurImprove availability your solution

Fast issue resolution Automatic notification in critical situations

OpennessInvestment protection for your existing landscapeIntegration of 3rd-party systems

CostsFree of Charge - included in Standard Maintenance

Concept

Functionality


Functionality

Concept


System Monitoring / Central System Administration

Business Process Management and Monitoring


System Monitoring

Goals

Financial savings due to reduced probability of system downtime or business process interruptions and overtime costs

Improvement in motivation of IT staff

Higher end-user satisfaction

Realization within SAP Solution Manager

System monitoring of core components to detect critical situations as early as possible

Support operators working with SAP solutions

System monitoring and Central System Administration complement each other


System Monitoring - Workflow

Satellite SystemsSatellite Systems



Collect DataGet CCMS

Alerts

Navigate directly into Satellite System

2Root cause

analysisCheck CCMS Expert Monitors

and solve Problem

1

Agents send Alert Data

Display and dispatch Alerts

(e-mail; SMS; Support Desk

message)


System Monitoring – Workflow

System monitoring of core components to detect critical situations as early as possible

Support administrators working with newSAP products

System monitoring and Central System Administration complement each other

Expert monitors directly linked in satellite systems

Alert graphics System-related tasks with integrated and automated log


Solution Overview - Entry Screen

Solution Overview

Automated refresh

Summary of alertswith navigation to alert dashboardin solution

Navigate to open tasksin solution


System Monitoring - Dashboards

Display of all monitoringfeatures under the headerSolution Monitoring

Graphical displayof componentsand alerts

System monitoringalerts and CSA tasksin one graphic


Solution Monitoring - Alert List

Alternative Display of valuesas alert list

ALV standard selection and maintenance possibilities

Switch betweenCurrent and Open Alerts (Alert History)


Setup System Monitoring –Centralized Maintenance of Alerts and Thresholds

Copy Customizingbetween components

Centrailized maintenanceof autoreaction methods

Preselectedand activatedCCMS alerts

Centralized maintenanceof alerts and thresholds(changes are automaticallytransferred to local CCMS)


Central System Administration

GoalsFinancial savings due to reduced administration effortImprovement in motivation of IT staffDocumentation and Reporting on system maintenance tasks

Realization within SAP Solution Managermanages tasks for the systems in your solution, centrallypreconfigured view and logical collection of administration tasksgenerated component-specific administration tasks, divided into logicalareas, depending on the SAP system types


Central System Administration (CSA) - Workflow

Satellite SystemsSatellite Systems



Expert Monitor

1

Check SystemGet Task in

Graphic

Confirm Task and get Log

Entry

2


Central System Administration – Task Handling

Create task logs

Set-up and perform tasks

Monitor task plans and status

Functionality

Concept


System Monitoring / Central System Administration

Business Process Management and Monitoring


Why Business Process Management

An overall concept for Business Process Management gets more and more important

Complex business processes that are distributed across various systems and software components in a complex solution landscapeDifferent and various application error logs on different software components have to be monitored for a distributed business processThe need of a particular system component for a business process is not necessarily obvious and must be documentedData transfer between different systems using various interface techniques must be monitored


Business Process Monitoring

Definition of Business Process Monitoring

Business Process Monitoring is the proactive and process-oriented monitoring of a company’s core business processes

It includes the observation of all technical and application-related functions that are required for a smooth and reliable flow of the core business processes

It comprises detailed procedures for error handling and problem resolution and precise definition of contact persons and escalation paths.


Business Process Monitoring: Concept

Step 1Identify core business processes

Step 1Identify core business processes

Step 2Identify process steps and interfaces

Step 2Identify process steps and interfaces

Step 3Define monitoring objectsand tools

Step 3Define monitoring objectsand tools

Step 4Define errorhandling pro-cedures and escalation paths

Step 4Define errorhandling pro-cedures and escalation paths

Step 5Define monitoring activities

Step 5Define monitoring activities

Phases of a Software Implementation Project

StrategicFrameworkStrategicFramework

Technicaland Integration Design

Technicaland Integration Design

Technical and Operations

Implementation

Technical and Operations

Implementation

Cutoverand Start ofProduction

Cutoverand Start ofProduction

Operationsand Continuous

Improvement

Operationsand Continuous

Improvement

Define and Create

a Monitoring Concept

Define and Create

a Monitoring Concept

Implement theMonitoring

Concept

Implement theMonitoring

ConceptStart

MonitoringStart

MonitoringChange

Managementin Monitoring

Change Managementin Monitoring

Steps to Define and Create a Business Process Monitoring Concept


Monitoring with Business Process Monitoring (BPM)

SAPSolution Manager

CustomerCustomer

SAP SupportSAP Support

SAPSAP

Log on to Solution

Manager

3Send

Support Message via Support Desk to SAP

1Transfer Monitoring Data

Satellite System

Satellite System

BPM in SAP Solution Manager

BPM in SAP Solution Manager

Collect Data Check Support Message

SAP: Check Alert and Configuration, Solve Problem, Give Recommen-dation

Cust.: Close Support Message

45

Analyze and Fix

Problem

Tool: Alert Display, Trigger Workflow

Cust.: Check Alert, Create Support Message

2

Implement

Recommendations

Contact Customer

Tool = as customized in SAP Solution Manager, automatically done by toolCust. = to be done by customerSAP = to be don by SAP


Solution Manager

Solution Landscape

Infrastructure for BPM in the SAP Solution Manager

Monitoring Graphic Monitoring Session

Monitoring Infrastructure

CCMS Monitoring Infrastructure

Solution Manager Monitoring Engine

CCMS Monitoring Infrastructure

SAP R/3SAP R/3

data collectors

APOAPO

data collectors

BWBW

data collectors

CRMCRM

data collectors

EBPEBP

data collectors


Monitoring tasks, Error Handling and Escalation Paths for the monitoring employee

Integration with BPM in SAP Solution Manager

Business Process MonitoringAutomatic Email reporting an alert

Process Description from Implementation/ Upgrade Project

Integration with System Monitoring (Status of Hardware, Software and Business Processes in one screen)

Direct link to analysis trans-actions in satellite system

Service Desk message in case of alert (automatic or manual)


Monitoring Configuration• Assign monitoring objects

to process steps and interfaces

• Customize alerts per object

• Use Best Practices for Business Process Management to identify monitoring objects.

Activate Monitoring

Process Definition in SAP Solution Manager• Process Steps, Interfaces etc.

Setup of Business Process Monitoring in SAP Solution Manager

Implementation Project

Cancellation Alert for job Create_Sales_Order

Manual entry

IDoc monitoring for Type ORDERS

Application Log monitoring for material allocation error messages

Performance monitoring for transaction VL02N

Start Delay Alert for job Create_Invoice


BPM Functionalities in the SAP Solution Manager

What can be monitored by Business Process Monitoring ?

All alert information via CCMS alert infrastructure

Customer exit in Application Monitoring infrastructure

ALE / IDoc alert monitoring

qRFC alert monitoring

Error logs (e.g. SD Duelist, APO Planning)

MRP Runtime statistics

EBP Process Alerts

etc

Background jobs

Performance of dialog transactions (Transaction code and function code level)

Transaction-specific Update errors

Document volume based on SAP Table statistics

Application Log (SLG1)

Customer specific objects

Interface objects

Application specific objects

Cross Application objects


Functional Scope 1/3

Business Process Monitoring types and alert definition for:(effective from SAP R/3 Release 4.0)

Background jobs (running on SAP Systems with an R/3 Basis) for dailyand monthly jobs

Start delayEnd delayOut of time windowMaximum processing time

Dialog transaction performance monitoring (effective from SAP R/3 Release 4.6B) of

Response, queue (wait), load and generation, DB, and frontend (net) time per SAP Application Instance

Update errors for transactions and programsV1 update errors / V2 update errors

Application log messagesDue list log messages for deliveries and billingsDocument volume monitoring of

Inserts, updates, and deletes of any table at any time during a dayAll alerts which are available or can be configured in the CCMS Alert Monitor

Job cancellationWrong parallel processingJob log messages



New monitoring type “Application Monitor” providing Monitoring ofapplication-specific key figures

Monitoring of due list logs (SAP R/3 SD)Monitoring of MRP key figures (SAP R/3 MM/PP)User exits that can be individually customized (ABAP)

Interface Monitoring for: (effective from SAP R/3 Release 4.5B)ALE / EDI (IDoc) (effective from SAP R/3 Realease 4.6C)

OutboundIDoc generatedIDoc ready for dispatchIDoc in external systemIDoc dispatchedError in IDoc interfaceError in External SystemIDoc with delete flagIDoc processing in target system

qRFCBlocked queuesErrors in Queue Scheduler

tRFC (generic monitoring of tRFC tables)

InboundIDoc generated IDoc transferred to applicationIDoc transferred to dialog Application document posted Error in IDoc interface Error in application IDoc with delete flag



Handling FeaturesService Level (SL) Reporting for Business Process Management based on

Statistical performance data (EWA) for Service Level Agreements Aggregated per day and business process, business process step, monitoring type, and alert type

The number of green, yellow, and red alertsThe number of confirmed yellow and red alerts

Alerts can be directly confirmed (with user and time stamp)Service Desk messages can be manually created for single and automatically created for any number of alerts E-mails (auto-reaction methods or workflow) can be automatically created for alerts


Components and relatedbusiness processes

Business Process Monitoring of a Solution Landscape (1)

Display Business Process Alerts


Business process step alert list

Display Current Alerts, Alert History and detailed information



Direct navigation to analysis method in satellite systems

Business Process Monitoring session

Creation of support notifications, workflow trigger, alert confirmation

Documented error handling procedures and contact persons



E-learningSAP Service Marketplace

www.service.sap.com/solutionmanagerwww.service.sap.com/rkt-solman (role-based, free of charge learning maps)www.service.sap.com/monitoring (CCMS, GRMG, autoreaction, agents)www.service.sap.com/bpm (Business Process Management, setup guide)www.service.sap.com/diagnostics

TrainingSupport Academy/SAP Education

USMP10 – SAP Solution Manager Concept & StrategyUSMX20 – Installation & Technical Configuration of SAP Solution Manager InfrastructureUSMA30 – System Administration with SAP Solution ManagerUSCP60 – Business Process ManagementUSMF50 – SAP Solution Manager Implementation of Service Desk FunctionsUSMF55 – Change Request Management with SAP Solution ManagerSMI310 – SAP Solution Manager Implementation Tools

Traininigs Offerings SAP Solution Manager


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