SAP Active Global Support

Using SAP® Solution Manager to Enhance Technical Monitoring and Alerting Customer Cases Show SAP Enterprise Support Strengthens Monitoring and Alerting Functionality

Table of Contents

USinG SAP SolUtion MAnAGer to enhAnce technicAl MonitorinG And AlertinG

5 SAPSolutionManagerOffersaSingleInfrastructureforMonitoringandAlerting

6 TechnicalMonitoringandAlertingFunctionality in SAP Solution ManagerOngoing Observation of Systems, Solutions, and IT Processes

Automating Processes for Technical Monitoring and Alerting

Work Centers Support Various User Roles

Integration with Incident and Problem Management

Technical Analytics Increase Transparency and Optimization

Project Management

Technical Prerequisites

10 KeyBenefitsofMonitoringandAlertingwith SAP Solution Manager

11 Value-AddedServicesfromSAPActiveGlobalSupportStandardizing System Monitoring

Improving System Health

Fostering Timely Decisions

SAP Enterprise Support Academy Offerings

To Learn More

The SAP® Active Global Support (SAP AGS) organization works with customers of SAP Enterprise Support services on a variety of strategic topics. This helps participating customers become early service adopters. In addition, SAP AGS can use their experiences to determine optimum deployment strategies and develop new services and best practices. Here we describe results from a work group dedicated to technical monitoring and alerting.

Ensuring that software solutions perform optimally involves continuous monitoring of mission-critical systems, the quick resolution of issues when they arise, and the creation of a plan to avoid future problems. The IT teams responsible for adher-ing to the monitoring and control standards of the Information Technology Infrastructure Library (ITIL) for IT service manage-ment must keep pace with new initiatives that impact their daily workloads. Under current economic conditions, the resources available for these tasks are often limited.

SAP AGS continuously looks for new ways to help our customers run their businesses more effectively. In 2012 we established a technical monitoring and alerting work group within the SAP Enterprise Support Advisory Council program to further these efforts.

In keeping with the “co-innovation, co-collaboration, and co-investment” philosophy of the council, we work with SAP Enterprise Support customers around the world on new offerings that address technical monitoring and alerting issues in a system atic way. With our customers’ help, we are enhancing func tionalities and services provided by the SAP Solution Manager application management solution and SAP Enterprise Support.

5UsingSAPSolutionManagertoEnhanceTechnicalMonitoringandAlerting

SAP Solution Manager Offers a Single Infrastructure for Monitoring and Alerting

5

RUnSAPlIKEAFAcTORy:ThEOPERATIOnScOnTROlcEnTERcOncEPT

In 2011 SAP launched the “Run SAP like a Factory” initiative to help our customers bundle all of their capabilities and resources into a centralized operations control center. Through this center, SAP Solution Manager can enhance system transparency, business processes, and process integration.

Technical monitoring and alerting is one important task within application operations in the Run SAP like a Factory program. (See Figure 1.) Additional tasks include technical analysis (which involves root cause analysis), exception management, data-volume management, and technical administration. A new monitoring infrastructure within SAP Solution Manager helps to integrate these closely related operations for both SAP and non-SAP software.

As a single infrastructure for monitoring and alerting, SAP Solution Manager provides ready-to-use dashboards for management reporting and helps identify potential incidents.

Key monitoring and alerting features available in SAP Solution Manager include:

• Central configuration, administration, and self-monitoring • An open infrastructure that streamlines integration of new

technologies for monitoring and alerting • Templates that enable mass configuration of your business

processes • Integrated reporting capabilities • Functionality to help your IT staff collaborate with SAP

experts • Graphical status representation • Integration with non-SAP products

SAP Solution Manager introduces a layer of diagnostics that make technical monitoring the standard for central monitoring and alerting. The revamped diagnostics architecture isolates the component that is the root cause for an incident. Additional functions for solution monitoring and IT reporting aim to detect problems proactively and report on capacity trends, service-level agreements, and solution quality.

Operationscontrolcenter

Orchestratedby SAP® Solution

Manager

Businessprocessoperations change managementApplicationoperations

Setup Input

ImproveTrigger

Setup

Setup Input

continuous optimizationprocess

• Detect • Analyze • Solve

Figure1:TheRunSAPlikeaFactoryconcept

centralmonitors

Incidentmanagement,servicerequestmanagement,andguidedprocedures

Technical Monitoring and Alerting Functionality in SAP Solution Manager

USEPREdEFInEdKPISTOOBSERVEBOThSAPAndnOn-SAPSOFTwARE

The infrastructure delivered by SAP Solution Manager includes a variety of monitors and predefined key performance indica-tors (KPIs) for observing various SAP and non-SAP solutions. (See Figure 2.) You can define thresholds according to your specific requirements, collect all alerts in a unified alert in-box, and limit the alerts to critical situations. The in-box helps to integrate incident and notification management, root cause analysis, and collaboration with support services from SAP.

OnGOInGOBSERVATIOnOFSySTEMS,SOlUTIOnS, And it ProceSSeS

SAP Solution Manager delivers a comprehensive structure for monitoring and controlling IT services that helps you fulfill ITIL requirements for these service operations. The measurement and control of services and solutions is based on a continuous cycle of monitoring, reporting, analyzing, reaction, and optimization.

Technical monitoring and alerting support from SAP Solution Manager provides ongoing observation of your systems, solutions, and IT processes. It can help you create reports on the quality of services as part of service-level management.

With SAP Solution Manager, you can develop KPIs that can help you proactively avoid system problems. This approach to operations can add significant value and reduce costs. There are predefined KPIs for highly technical areas such as hardware usage. You can also use application-specific KPIs – either predefined or those that you create – for monitoring the workload of processes, exceptions, and throughput.

The software can help you measure and monitor data-volume figures and compile historical data for capacity management. Tools for analyzing and solving the root causes of problems help you avoid critical system disruptions. A data-volume management cockpit lets you see when predefined thresholds are reached or exceptions occur. Various notification mecha-nisms can inform the support or expert teams who are respon-sible for acting on those issues. Notifications may include a simple e-mail to the responsible group or may be integrated with the incident management process to allow full reporting and tracking of activities related to incident tickets.

Unifiedalertin-box • Central access point for all alerts coming from the different monitoring scenarios • Integration of incident and notification management, root cause analysis, and collaboration features

Systemmonitoring • Status overview for technical systems, instances, databases, and hosts • Ability to drill down to single metrics and events and jump in to metric reporting and landscape information

End-userexperiencemonitoring • Measurement of availability and response times from an end-user perspective • Deep integration in end-to-end trace analysis for root cause analysis

Processintegration(PI)monitoring • Central entry point for specific monitoring for complete PI domains by the SAP NetWeaver® Process Integration offering • Central monitors contained for PI components, PI channels, and message flows

Businessintelligence(BI)monitoring • Central monitoring for SAP® BusinessObjects™ business intelligence (BI) solutions based on the SAP NetWeaver Business Warehouse (SAP NetWeaver BW) application and SAP BusinessObjects BI platform

• Monitoring of SAP NetWeaver BW process chains and SAP BusinessObjects BI specific jobs

InterfaceandconnectionmonitoringMonitoring of remote function call connections as well as interface channels between SAP and non-SAP software systems

Integrationof allscenarios inend-to-endmonitoring andalertinginfrastructure

Figure2:MonitoringandAlertingFunctionality

7UsingSAPSolutionManagertoEnhanceTechnicalMonitoringandAlerting

AUTOMATInGPROcESSESFORTEchnIcAlMOnITORInGAnd AlertinG

Effective measurement and reporting is the basis for a well- integrated system optimization process. Figure 3 shows the elements of this process. Manual monitoring is a highly effort-intensive approach that usually requires expert involvement. Analysis and statistical tools are deployed to query measuring points and evaluate them on an experience basis. Appropriate measures are then applied to counteract critical developments. Automating moni-toring processes involves defining and measuring KPIs and comparing and evaluating these with predefined threshold values. The quality of the automated monitoring concept largely depends on the selected KPIs and the definition of relevant threshold values. With fully automated monitoring, suitable countermeasures are initiated as soon as threshold values are exceeded. Incident reports can be created automatically in the SAP IT Service Management application.

Monitoring is a process of definition, implementation, deploy-ment, operation, and optimization. The appropriate degree of automation depends on the effort and benefits involved. Manu-al expert monitoring is advisable to verify automated monitor-ing. If adequate definition has not been made for certain KPIs and their threshold values, the monitoring concept must be adjusted.

wORKcEnTERSSUPPORTVARIOUSUSERROlES

SAP Solution Manager functionality is bundled into work centers that relate to typical user roles in common IT service management processes. You can define authorizations for each of these roles, and users can maintain and adapt personal work-center home pages to their specific needs. The software includes work centers for system monitoring, system monitor-ing for service providers, and technical monitoring. Content for reverse business process documentation is available in the work center for the solution documentation assistant.

Figure3:ProcessFlowofApplicationOperations

MonitorProactive real-time

monitoring

reportProving value to

business

notifyReactive handling of critical

events

AnalyzeLower mean time to problem

resolution

OptimizeOptimized excellence of

technical operations

The SAP Enterprise Support Advisory Council seeks to assist in the development of SAP Enterprise Support offerings that help our customers operate more effectively and introduce innovation more quickly.

InTEGRATIOnwIThIncIdEnTAndPROBlEM MAnAGeMent

To get the full benefit from monitoring, the KPIs and thresholds you define for your notification process must be fully integrated with support processes such as incident and problem manage-ment. Such integration provides a fast and complete overview of the current operating status.

Ideally, there is integration between incident and problem man-agement processes and the IT service desk, so that alerts are raised automatically when incidents occur. This significantly improves the opportunities for reporting, tracking, and control. SAP Solution Manager provides a comprehensive framework for incident and problem management that runs from issue discovery to continuous solution improvement or change requests.

SAP Solution Manager serves as the leading workplace for all your support experts. You can choose whether you will transfer alert messages to and from an external service desk or work in both service desks, based on your analysis of the effort that is required and the likely outcome.

TEchnIcAlAnAlyTIcSIncREASETRAnSPAREncy And oPtiMizAtion

Values for every KPI monitored by SAP Solution Manager are stored in the SAP NetWeaver® Business Warehouse (SAP NetWeaver BW) application, which provides many opportunities for reporting on historical and aggregated data. (For an overview of the software’s technical analytic functionality, see Figure 4.)

SAP Solution Manager supplements the predefined reports avail-able from the SAP EarlyWatch® Alert service. In addition, you can integrate the reporting functionality available in SAP Solution Manager with reporting functionality in SAP NetWeaver BW to create reports for every value stored in your database and define your own service-level reports. Currently, SAP delivers predefined dashboards for graphic reporting in the following areas:

• Technical operations • End-user experience monitoring • Alert management reporting • Custom-code management • Business process operations • Security • Continuous improvement • IT service management • Test management

customer-specificdashboards • Use of dashboard framework • Dashboard applications developed by customers

Standarddashboards • Preconfigured content • Dashboard applications developed by SAP

document-basedservice-levelreportingPredefined content that can be individually tailored

customer-specificreportingReport content and presentation mode that is completely customizable

Interactivereporting(keyperformanceindicatorreporting) • Predefined report content • Displayed data that can be individually browsed

document-basedSAP®Earlywatch®AlertservicePredefined content for document-based reports

levelofdataaggregationandinterpretation

technical reporting

Managementreporting

Figure4:OverviewforTechnicalAnalyticsinSAPSolutionManager

9UsingSAPSolutionManagertoEnhanceTechnicalMonitoringandAlerting

You can also create customized dashboards that provide access to KPIs stored in SAP Solution Manager on a highly aggregated level. By increasing transparency, these dashboards can help your IT teams manage their services and support processes more effectively.

Project MAnAGeMent

SAP recommends using a phased implementation approach that treats the installation of individual solution features as separate projects or work packages. (See Figure 5.)

The first step in the process is the design phase, during which the host systems and databases for the pilot implementation are selected. In the monitoring phase, we activate monitoring templates to control and monitor the solutions, and then we copy and customize them. In the alerting phase, we adjust thresholds for the monitored KPIs and define reaction methods or activities if an alert occurs. You can take advantage of power-ful reporting opportunities in all phases. This implementation process can be continuously repeated for ongoing system improvement.

Any SAP software implementation project is supported by best practice documentation available in SAP Solution Manager.

All application lifecycle management (ALM) processes supported by SAP Solution Manager are stored in a structured directory of business processes, known as a business process repository. This makes it easier to implement the ALM processes and helps users:

• See and understand the ALM standard processes supported by SAP Solution Manager

• Choose use cases or best practices that suit their needs • Combine processes to help ensure a smooth data flow

without gaps • Configure and implement ALM processes and SAP Solution

Manager functionality

You will find a preview of the content currently available at implementationcontent.sap.com/bpr (service.sap.com/bpr) ➝

Available implementation content ➝ Business Process Repository ➝ Solutions/Applications ➝ SAP Solution Manager ➝ <ALM Process> ➝ SAP Solution Manager 7.1.

SAP Solution Manager contains predefined work packages for implementing the monitoring and alerting functionality. You can also create your own road maps that specify implementa-tion phases, tasks, activities, and accelerators and incorporate documentation for these road maps.

technicAl PrereqUiSiteS

A variety of expert-guided implementations – a unique combi-nation of training, live configuration, and on-demand expertise for SAP Solution Manager – are available to SAP Enterprise Support customers. An expert-guided implementation (EGI) course involving basic configuration for SAP Solution Manager is recommended for customers implementing new monitoring functionality. Completion of this course and related configu-ration steps provides a foundation for implementing specific monitoring scenarios and functionality.

As SAP Solution Manager becomes an essential element in your operations plan, you must run the software in a high- availability environment. You need an operational concept for SAP Solution Manager similar to those for other production systems in your landscape.

Figure5:PhasedApproach

design Monitoring Alerting reporting

As a single infrastructure for monitoring and alerting, SAP Solution Manager provides ready-to-use dashboards for management reporting and helps identify potential incidents.

Key Benefits of Monitoring and Alerting with SAP Solution Manager

IdEnTIFyPOTEnTIAlPROBlEMSwhIlEIMPROVInGOPERATIOnAlEFFIcIEncyAndRESOURcEUTIlIzATIOn

SAP Solution Manager builds the foundation for a reliable and stable operation of complex heterogeneous system land-scapes, as well as their instances, databases, and hosts.

Central configuration functionality, combined with predefined monitoring templates, can significantly reduce the total cost for configuring and operating the infrastructure.

The software helps you recognize problems before they become business-critical and provides the system monitoring essential for other areas of your technical operations. It can also provide the data you need to prove operational efficiency, optimize resource utilization, and increase control over enterprise-wide processes.

By helping you establish a centralized and proactive strategy for system monitoring that avoids organizational redundancies, the software helps reduce the cost for solution operations.

Other benefits include: • Homogeneous management of heterogeneous solution

landscapes through work-center integration • Central monitoring of the technical components of a solution

landscape • Timely recognition of critical developments through

graphical reproduction • Establishment of KPIs for quality and quantity in technical

operations • Expert tools that make the status of the system landscape

more visible • Support for analyzing and improving business processes • Increased administrative efficiency that helps reduce your

total cost of operation • A single monitoring and alerting infrastructure for SAP

and non-SAP products • Ready-to-use functionality for management reporting • Proactive identification of potential system incidents

A variety of expert-guided implementations – a unique combination of training, live configuration, and on-demand expertise for SAP Solution Manager – are available to SAP Enterprise Support customers.

11UsingSAPSolutionManagertoEnhanceTechnicalMonitoringandAlerting

Value-Added Services from SAP Active Global Support

hOwOURcUSTOMERShAVEBEnEFITTEdFROMSAPSOlUTIOnMAnAGER

The SAP Enterprise Support Advisory Council seeks to assist in the development of SAP Enterprise Support services that help our customers operate more effectively and introduce innova-tion more quickly. Approximately 100 customers from all parts of the globe participate in pilot programs that provide valuable feedback for creating well-designed offerings and making them accessible to SAP Enterprise Support customers worldwide.

Work groups created by the council in 2012 have helped par-ticipating customers become early adopters of the latest functionality available from SAP Solution Manager and use their experiences to determine appropriate strategies for deploying SAP Enterprise Support. A by-product of this collab-oration is the continued development of SAP Enterprise Support services and best practices.

The technical monitoring and alerting work group contains customers of varying sizes and industries, providing a mean-ingful sample of use and benefit cases. Many participants seek to improve their existing monitoring programs and leverage new functionality in SAP Solution Manager to take a more proactive, standardized approach.

Here are some of the ways our customers have used the technical monitoring and alerting features of SAP Solution Manager.

STAndARdIzInGSySTEMMOnITORInG

One customer used SAP Solution Manager to standardize its monitoring processes.

objectiveA customer had manually monitored its SAP software systems and used a job scheduler for background processing. Monitor-ing methods were different for each system, and the monitoring items and thresholds were not standardized. The company used SAP Solution Manager to standardize system monitoring – defining its own monitoring items, thresholds, and monitoring frequency.

By using the software for all its systems, the customer expects to enhance monitoring quality and reduce the effort and cost of designing and implementing its monitoring processes. The customer also expects to improve operational quality using tools for root cause analysis and resolution and by monitoring the performance of critical transactions.

ProposalsandActionsThe customer took advantage of the EGI courses offered by the SAP Enterprise Support Academy program, designed to enable customers to execute complex activities with the help of expe-rienced SAP support engineers. In this instance, the customer attended the EGI courses “Basic Configuration of SAP Solution Manager 7.1” and “System Monitoring and Reporting” to set up SAP Solution Manager.

The courses and independent follow-up helped the customer implement the system monitoring configuration for the devel-opment systems and the SAP ERP 6.0 application and SAP NetWeaver BW 7.3 by using the template provided by SAP Solution Manager 7.1. This configuration will be the template used by the group for system monitoring. The customer then tested the template on the development systems and completed it.

In addition, the customer joined training offered by the SAP Education organization on executing root cause analysis (“E2E 100 Root Cause Analysis”). To monitor the performance of critical process steps, the customer received on-the-job training through the SAP AGS EGI course “End-User Experi-ence Monitoring Reporting Analytics.” This enabled the customer to implement the technical monitoring process.

BenefitThe customer was able to use the implementation template provided by SAP Solution Manager rapidly and at low cost. The EGI courses gave the customer information for defining opera-tional requirements – such as monitoring items, thresholds, and monitoring frequency. As a result, this company expects to reduce system monitoring efforts and improve the quality of its operations.

IMPROVInGSySTEMhEAlTh

Another customer sought to improve existing monitoring practices for multiple systems.

objectiveIn a typical week, the customer’s IT team worked from a checklist that appraised the overall health of its SAP software systems. Like many organizations, this customer found it challenging to monitor everything, every day, and proactively address potential problems.

ProposalsandActionsThe customer received configuration guides as part of its SAP Enterprise Support agreement to start the implementa-tion of SAP Solution Manager. By following the guides, the cus-tomer successfully set up monitoring for multiple ABAP® pro-gramming language systems, the SAP ERP and SAP Customer Relationship Management (SAP CRM) applications, and SAP NetWeaver BW with built-in alerts configured around key interest areas.

BenefitThe customer eliminated some of the tasks from its checklist and increased its focus on activities with greater business value. The effort for logging into individual systems and landscape components was reduced during the initial phase of the project and should continue to decline. The customer plans to set up monitoring for the SAP NetWeaver Process Integration (SAP NetWeaver PI) offering and SAP BusinessObjects™ business intelligence (BI) solutions and continue to refine existing templates and thresholds to minimize unnecessary alerts.

FOSTERInGTIMElydEcISIOnS

A third customer used SAP Solution Manager to provide information for timely IT decisions.

ObjectivesThe customer runs critical business processes on the SAP Bank Analyzer set of applications, SAP ERP, the SAP Supplier Relationship Management application, the SAP NetWeaver Portal component, and the SAP BusinessObjects portfolio of solutions. This customer had manually executed system monitoring and the reporting of technical items. A regular review by SAP EarlyWatch Alert was integrated into the cus-tomer’s application operations. The customer wanted to reduce the time involved in creating technical reports for IT management and standardized, system-specific reporting. The customer also wanted to provide IT managers with a quick overview of the productive technical system landscape they need for timely decision making through interactive reporting and management dashboards.

The customer’s IT strategy is to monitor as much as possible automatically (using best practices and standards supported by SAP), keep the SAP system landscapes highly available (with optimal performance), and set up an exception-handling process.

In addition, the customer sought to enable management reporting with a single keystroke, establish proactive alerts on relevant thresholds that safeguard the system availability, monitor performance continuously, and give employees the system knowledge they require.

ProposalsandActionsAn initial meeting was set up to discuss the functionality SAP Solution Manager offers. The customer received further technical knowledge transfer by replaying the “Meet the Expert” session for technical monitoring and alerting in SAP Enterprise Support Academy.

The customer then participated in the expert-guided imple-mentation courses for basic configuration and system moni-toring and reporting to set up a monitoring and alerting framework. The customer had follow-up calls with the SAP Enterprise Support advisor to get answers to questions and define further milestones.

SAP AGS works with SAP Enterprise Support customers around the world on new offerings that address technical monitoring and alerting issues in a systematic way.

BenefitsBy implementing SAP recommendations in the production environment, this customer was able to set up a monitoring and alerting framework within nine weeks. The customer can now spot unplanned disruptions coming and avoid them, as well as detect and resolve actual incidents more quickly. The IT team was empowered to set up and individualize the metric objects. Customized thresholds that safeguard the customer’s strong operational requirements are now aligned with the organization’s business requirements.

Together, the customer and SAP Enterprise Support: • Implemented a trend analysis for (historical) technical

system data • Established a proactive early-warning framework • Provided aggregated management reporting available with

a single keystroke This has significantly reduced manual monitoring efforts by the customer’s IT team – as well as monitoring costs – and has met management’s expectation for less unplanned disruption, efficient exception handling, and business continuity.

SAPEnTERPRISESUPPORTAcAdEMyOFFERInGS

The following expert-guided implementation services offered by SAP Enterprise Support helped address the needs of customers we discussed above:

• SAP Solution Manager 7.1 Road Map • Technical Upgrade to 7.1 • Basic Configuration for SAP Solution Manager 7.1 • System Monitoring and Reporting • End-User Experience Monitoring Reporting Analytics • PI Monitoring and Trouble Shooting • BI Monitoring and Trouble Shooting • SLR and IT Reporting Service Level and IT Performance

Reporting

Also helpful were the following “Meet the Expert” sessions: • SAP Solution Manager 7.1: Application Lifecycle Management

with SAP Solution Manager • SAP Solution Manager 7.1: Application Operations – Business

Intelligence Monitoring • SAP Solution Manager 7.1: Central Process Integration

Monitoring • Technical Operations: System Monitoring • Technical Operations: End-User Experience Monitoring • Application Operations: Business Intelligence Monitoring

to leArn More

The SAP Enterprise Support work group participants are pro-viding SAP with a rich source of scenarios and use cases for technical monitoring and alerting. Based on their feedback and use cases, several development requests have been submitted that are currently in evaluation.

You can find additional information on the latest services and knowledge transfer channels at www.service.sap.com /enterprisesupport and www.service.sap.com/esacademy. For more information on the tools and services mentioned here, please refer to:

• Technical operations: http://wiki.sdn.sap.com/wiki/display/TechOps/Home

• SAP Solution Manager: www.service.sap.com/solutionmanager

• SAP online knowledge products for SAP Solution Manager: www.service.sap.com/rkt-solman

• SAP Help Library – technical monitoring and alerting: http://help.sap.com/saphelp_sm71_sp01/helpdata/en/94 /a39804783346d0bb466c38e2beda35/frameset.htm

13UsingSAPSolutionManagertoEnhanceTechnicalMonitoringandAlerting

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