This document discusses business process management and monitoring. It defines business process management as ensuring the smooth operation of core business processes through roles, responsibilities, process documentation, monitoring procedures, and escalation management. Business process monitoring is defined as the proactive monitoring of a company's key business processes, including all technical and application functions required. The SAP Solution Manager provides tools for business process monitoring, including monitoring of background jobs, transactions, interfaces, and more. It allows configuration of monitoring objects, alerts, and error handling procedures.

1. Business Process
Management and
Monitoring
Active Global Support, SAP AG

2. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 2
Contents
 Definition of Business Process Management
 Definition of Business Process Monitoring
 Goals of Business Process Monitoring
 Scope of Business Process Monitoring
 Business Process Monitoring in the Solution Manager
 Functional Scope
 Monitoring Levels
 Alert Graphics
 Customizing and Monitoring Session
 Release Strategy for Business Process Monitoring
 Delivery Strategy for Business Process Monitoring

3. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 3
Why Business Process Management?
Customer
Distributor
Warehouse
Supplier
Subcontractor
Production
Headquarter
SAP R/3
CRM
SCM/APO
SRM/EBP
WMS
BW
Legacy
System
Legacy
System

4. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 4
Solution and Business Process Management
Business DepartmentsBusiness Departments
Operation concept including
• Monitoring objects
• Error handling procedures
• Escalation paths
Functional and Technical
View
Technical View
(Process-independent)
Business
Process
Management
Business
Process
Management
Interface
Management
Interface
Management
Functional View
• Technical interface
description
• Monitoring concepts
• Error handling procedures
•Managementofchanges(SAPNotes)
•NewABAPdevelopments
• Functional process description
• Functional process operation and
control
IT DepartmentIT Department
Systems
• OS admin and monitoring
• DB administration
• DB backup und recovery
• Network monitoring
• Frontend management
Basis/mySAP Technology
• System log monitoring
• ABAP dump analysis
• Performance monitoring
• Workload monitoring
SoftwareChangeManagementSoftwareChangeManagement
Business ProcessBusiness Process

5. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 5
What means Business Process Management
in Practice?
Business Process Management means to answer the
following questions:
 Who is responsible and checks for background job scheduling and
monitoring of programs RBDAPP01, SAPMV50S, and RV60SBT1?
 Who monitors proactively and verifies throughput, performance, and
response times of dialog transactions VA01, VL04, VL02N, and VF04?
 Who monitors and checks for update errors (SM13) and application log
messages (SLG1)?
Create Sales Order
SAP R/3CRM
Create Delivery
(SAPMV50S, VL04)
Create Sales Order
(RBDAPP01, VA01)
Create and Print
Invoice
(RV60SBT1, VF04)
WMS
Perform Picking
Send Pick
Confirmation
Post Goods Issue
(VL02N)
 Who monitors
the interfaces?
 Who has to be
contacted in
case of the
occurrence of
an unknown
error? Where
can I find this
information?

6. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 6
Business Process Management 1/2
Business Process Management comprises all
necessary procedures to ensure the operation
and the smooth and reliable flow of the core
business processes to meet a company’s
business requirements.
A Business Process Management concept includes:
1. Roles and responsibilities for all persons involved in the
customer’s Solution Support and Monitoring Organization
2. Documentation of the core business processes including all
relevant process steps, involved interfaces, business process
owners, availability requirements, performance and throughput
requirements, and functional dependencies
3. Procedures for proactive Business Process Monitoring, error
handling, and escalation management for a company’s core
business processes

7. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 7
Business Process Management 2/2
4. Techniques for Integration and Interface Management to ensure
data quality and consistency, interface security, and recovery
reliability
5. Procedures for Program Scheduling Management including the
planning, controlling, and monitoring of all system and business-
process related operational activities in a distributed system
landscape
6. Methods for Master Data Maintenance regarding the exchange
of master data between different software components in a
distributed system landscape
7. Procedures for Data Management and Archiving to check for and
correct data inconsistencies and to avoid unnecessary data growth
8. Measures for Change Management for a defined workflow on how
changes of business processes are applied
9. Definition of Key Performance Indicators for measurable
performance key figures of business processes

8. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 8
Assessment Services:
 Technical Integration Check (TIC, on-site, before GoLive)
 Solution Management Assessment (SMA, on-site, after GoLive)
Optimization Service:
 SMO Service for Business Process Management (on-site)
 Creating a Business Process Management and Monitoring Concept
Service Report
SAP®
Solution Management
Optimization Service
Business Process Management
Service Center Walldorf-Rot, Germany
Phone +49 6227 7 45581
Fax +49 6227 7 55581
Date of Session <May 7
th
- 8
th
, 2001> <dat_dummy> Customer No. <0000>
Date of Report <May 11
th
, 2001> Installation No. <0000>
On-site Team
SAP System ID <PRD>
SAP Product <EBP>
Release <2.0C>
DB System <Oracle 8.0.5.*>
Customer <Address>
SAP’s Offerings for Business Process Management 1/2

9. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 9
SAP’s Offerings for Business Process Management 2/2
SAP Solution Manager
Within the SAP Solution Manager:
 Best Practice Documents for Application and Integration Management
 Solution Monitoring
Business Process Monitoring including Interface Monitoring
Service Level Reporting
Empowering Training:
 USCP60 Business Process Management and Monitoring
General Business Process
Management
Best Practice for Solution Management
Version Date: February 2002
The newest version of this Best Practice can be obtained
through
the SAP Solution Manager or the SAP Service
Marketplace.
Contents
Applicability, Goals, and Requirements
Best Practice Procedure
1. Creating a Business Process Management Concept
2. Managing the Resulting Documentation
3. Coordinating Management and Monitoring Activities
4. Managing Procedure Handover and Rollout
5. Coordinating Future Procedure Updates and Improvements
Further Information
Service Level
Reporting
Best Practice
Documents
Business Process Monitoring Tool

10. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 10
Business Process Monitoring
Goals of Business Process Monitoring
 To detect problem situations as early as possible in order to
solve them as fast as possible - before they become critical for
the business
 By introducing a tool:
 To provide defined monitoring procedures
 To enable the customer’s Solution Support Organization
to respond to and to solve problems more proactively
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

11. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 11
Business Process Monitoring: Concept
Step 1
Identify core
business
processes
Step 1
Identify core
business
processes
Step 2
Identify
process steps
and interfaces
Step 2
Identify
process steps
and interfaces
Step 3
Define
monitoring
objects
and tools
Step 3
Define
monitoring
objects
and tools
Step 4
Define error
handling pro-
cedures and
escalation
paths
Step 4
Define error
handling pro-
cedures and
escalation
paths
Step 5
Define
monitoring
activities
Step 5
Define
monitoring
activities
Phases of a Software Implementation Project
Strategic
Framework
Strategic
Framework
Technical
and Integration
Design
Technical
and Integration
Design
Technical and
Operations
Implementation
Technical and
Operations
Implementation
Cutover
and Start of
Production
Cutover
and Start of
Production
Operations
and Continuous
Improvement
Operations
and Continuous
Improvement
Define and
Create
a Monitoring
Concept
Define and
Create
a Monitoring
Concept
Implement the
Monitoring
Concept
Implement the
Monitoring
Concept
Start
Monitoring
Start
Monitoring
Change
Management
in Monitoring
Change
Management
in Monitoring
Steps to Define and Create a
Business Process Monitoring Concept

12. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 12
Business Process Monitoring: General Scope
Business Process Monitoring includes the solution-wide
observation of:
 Business process performance (Key Performance Indicators)
 Background jobs (Program Scheduling Management tasks
(“Ablaufsteuerung”))
 Business application logs (such as any error log, general
application log, due list logs etc.)
 Data transfer via interfaces between software components
 Data consistency (update processing)
 Technical infrastructure and components which are required
to run the business processes
 Required periodic monitoring tasks
Business Process Monitoring is not only a tool. It rather
comprises:
 Detailed procedures for error handling and problem resolution
 Precise definition of contact persons and escalation paths
 Tight integration into the customer’s Solution Support
Organization

13. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 13
Business Process Monitoring
of a mySAP Solution Landscape
SAP
Solution Manager
business process
overview screen
Display
Business
Process
Alerts

14. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 14
Display
Single
Alerts
Business Process Monitoring
of a mySAP Solution Landscape
Detailed business
process overview
screen with
business process
steps (high level)

15. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 15
Business Process Monitoring
of a mySAP Solution Landscape
Display Alert
History and
Detailed
Information
Business process
step alert list

16. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 16
Business Process Monitoring
of a mySAP Solution Landscape
Start Analysis
Method in
Satellite System
Business Process
Monitoring Session
Documented
error handling
procedures and
contact persons
Creation of support
notifications,
workflow trigger,
alert confirmation

17. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 17
Business Process Monitoring
of a mySAP Solution Landscape
Transaction SM37
in Satellite System

18. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 18
SAP Solution Manager 3.2: 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 daily
and monthly jobs
 Start delay
 End delay
 Out of time window
 Maximum 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 programs
 V1 update errors / V2 update errors
 Application log messages
 Due list log messages for deliveries and billings
 Document volume monitoring of
 Inserts, updates, and deletes of any table at any time during a day
 All alerts which are available or can be configured in the
CCMS Alert Monitor
 Job cancellation
 Wrong parallel processing
 Job log messages

19. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 19
SAP Solution Manager 3.2: Functional Scope 2/3
 New monitoring type “Application Monitor” providing Monitoring of
application-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)
 Outbound
IDoc generated
IDoc ready for dispatch
IDoc in external system
IDoc dispatched
Error in IDoc interface
Error in External System
IDoc with delete flag
IDoc processing in target system
 qRFC
 Blocked queues
 Errors in Queue Scheduler
 tRFC (generic monitoring of tRFC tables)
Inbound
IDoc generated
IDoc transferred to application
IDoc transferred to dialog
Application document posted
Error in IDoc interface
Error in application
IDoc with delete flag

20. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 20
SAP Solution Manager 3.2: Functional Scope 3/3
Handling Features
 Service 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 alerts
The 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

21. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 21
Business Process Monitoring: Release Strategy
Software requirements for the SAP Solution Manager to
make full usage of the Business Process Monitoring features
(confer SAP Note 521820; the latest Support Packages for ST
and ST-SER have to be installed):
SolMan Release R/3 Basis Release Technical Release
3.1 (ST 310) 6.20 ST-SER 310/311/320
3.2 (ST 320) 6.20 ST-SER 320
Software requirements for the local R/3 Systems that will be
monitored:
 Latest versions and Support Packages for the Solution Tools Plug-In (ST-
PI) and ST-API (only for Solution Manager Releases 3.1 and 3.2) available
on the SAP Service Marketplace http://service.sap.com/supporttools (see
also …/installations, …/patches, and SAP Note 539977)
© SAP AG 2003, Business Process Management and Monitoring, Dr. Patrick Möbert / 21

22. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 22
Why Solution Management?
Solution Management gets more and more important in the
Internet century:
 Complex Solutions with distributed System Landscapes
Past: Fully integrated applications in an SAP R/2 or R/3 System with a defined
number of interfaces to legacy system(s), tools for day-to-day operation were
included in and provided by the software (Software Logistics (TMS), System
Monitoring (ST** Transactions, CCMS Alert Monitor), application error logs,
user management etc.)
Present: Internet era with different SAP and non-SAP software components
for CRM, B2B (SRM, EBP), B2C, SCM (APO), BW including various interfaces
and different technical components (more complex technologies)
Why SAP Solution Manager?
 Software that serves as a central tool for system and business process
operation for all systems and business processes within your Solution
Landscape
 Implementation and Operation is covered, including documentation and
monitoring of all systems and business processes (and EarlyWatch
Alert and Service Level Reporting)
 Better supportability of your solution by SAP’s Active Global Support in
case of problems and critical situations

23. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 23
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 landscape
 Different and various application error logs on different software
components have to be monitored for a distributed business process
 The need of a particular system component for a business process is
not necessarily obvious and must be documented
 Data transfer between different systems using various interface
techniques must be monitored

24. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 24
Why Business Process Monitoring?
Why Business Process Monitoring with the
SAP Solution Manager?
 End-to-end monitoring of business processes
 Proactive and process-oriented alert monitoring
 Graphical business process representation (better visibility and
overview)
 Structured and documented error handling procedures and contact
persons to avoid redundancies in monitoring to
 Detect problem situations as early as possible
 Respond to and solve them as fast as possible
 One common understanding and view of the Solution for all Business
Departments, IT Department, CCC, Solution Support Organization etc.
 Increase the business process availability and prevent cost
intensive business process downtime as well as overtime for your
employees
 Lower the Total Cost of Ownership (TCO)

25. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 25
Business Process Monitoring: Delivery Strategy
Business Process Monitoring Configuration
 Business Process Monitoring will be set up and configured in
the SAP Solution Manager exclusively by the delivery of the
Solution Management Optimization (SMO) Service for Business
Process Management (due to the complex nature of the overall
configuration). This means that BPMon is not just activated by
pressing a button in the SAP Solution Manager. Moreover, the
customizing of Business Process Monitoring is at the moment
generally not as customer self-service available (see SAP Note
521820).
 SAP recommends the delivery of an SAP Solution Management
Assessment (SMA) Service, which gathers basically all
necessary business process information in the SAP Solution
Manager, before the BPM Service delivery and hence before the
set up and configuration of Business Process Monitoring.

26. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 26
Business Process Management: Service Scope
The Solution Management Optimization Service for
Business Process Management comprises:
 The creation of a Business Process Management and
Monitoring Concept including the definition of
 Monitoring objects
 Error handling procedures
 Escalation paths
 A review of roles and responsibilities of all parties taking part in
the concept (optional)
 A hand-over procedure to apply the concept to the production
environment (optional)
 Configuration of Business Process Monitoring in the SAP
Solution Manager
 Wrap up presentation and summarizing service report
The service covers the analysis of 1 or 2 core business
processes (depending on their complexity), and its delivery
is planned for 2 consultants for 3 to 5 days on-site.

27. © SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 27
BPM Service Delivery – Customer Benefits
The BPM Service delivery is beneficial for your company in
a sense that it will:
 Professional assist you with the creation of a Business Process
Management and Monitoring Concept which is a requirement for a
distributed and complex solution landscape.
 Ensure the operation and smooth and reliable flow of your company's
core business processes by a defined and tool-based methodology.
 Establish proactive and process-oriented Business Process
Monitoring procedures based on the SAP Solution Manager including
the definition of monitoring objects, error handling procedures, and
escalation paths.
 Enable your Solution Support Organization to configure, set up,
and use Business Process Monitoring in the SAP Solution Manager to
 Detect problem situations as early as possible and to
 Respond to and solve them as fast as possible.
 Provide knowledge transfer to your Solution Support Organization in
all of these areas by experienced SAP Support Consultants.
 By this means, increase the business process availability and prevent
cost intensive business process downtime as well as overtime for
your employees.

28. Business Process
Management and
Monitoring
Active Global Support, SAP AG