SAP Solution Manager Solution Monitoring - Introduction Concept Functionality

SAP Solution Manager
: Solution Monitoring

Active Global Support

Solution Monitoring - Introduction

Concept

Functionality

SAP Solution Manager - Architecture

Implementation and Distribution Service Planning Solution
Testing and Delivery Monitoring
E-Learning Upgrade
Management
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Service Desk
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IMPLEMENT.

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BETRIEB
Business-
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OPTIMIEREN

Global Rollout Change Management

Business- Documen- Solution
Process
Templates processes tation Directory
Systems

SAP SAP SAP Non-SAP
ERP CRM APO

© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 3

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 processes
raise the availability and performance of the system.

Proactive Monitoring
Proactive Monitoring tries to avoid critical situations before the occur.
E.g.: Maintenance of performance alert thresholds
E.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 Monitoring
Reactive 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 Monitoring
Automatic Monitoring is using predefined Key Performance Indicators
(KPI) in order to notice deviations as early as possible.
E.g.: Autoreaction methods with CCMS as infrastructure
E.g.: KPI monitoring and reporting with ratings in case of problems
-> Definition of Key Performance Indicators and their thresholds needed

Manual Expert Monitoring
Expert 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


The “Old” Monitoring Concept

“Old” concept is not extendable
to the new world FVS
FVS PLM
PLM

CUS
CUS CUS
CUS

Increasing number of System SCM
SCM 4.6C
4.6C
components (R/3 + CRM + 3rd- administrator
party + ITS + …)

Many new components have
their own individual
administration and monitoring
tools

Exploding costs for training,
implementation and operations

SAP Service SAP Active
Marketplace Global Support


The “New” Concept: Solution Monitoring

Solution Landscape
FVS
FVS PLM
PLM
(e.g. to monitor core
business processes or to
CUS
CUS CUS
CUS
report system KPIs)

SCM
SCM 4.6C
4.6C

System
administrator

Central
Monitoring
Instance

SAP Active
SAP Service
Global
Marketplace
Support


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 that
customers of an outsourcer have access to their business process related data

Individual and flexible assignment of systems within solutions
Solution 1 Solution 2 Solution 3
(EWA) (BPM Customer 1) (BPM Customer2)

CRM ERP ERP
CRM ERP

BI BI
BI SCM R/3


Solution Monitoring and Reporting in the SAP Solution Manager

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

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

Business Process and Interface Monitoring
Real-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


Solution Monitoring and Reporting – Data Collection

SAP Solution
Manager

Critical Alert Detailed
Situations: Reporting
Business
Processes
Business Process
Monitoring

SAP
System Monitoring
EarlyWatch
Alerts

Real-time Monitoring: Continous Monitoring:
Satellite
Systems CCMS Monitoring
Infrastructure (RZ20)
Service Data Download
(SDCC)


Integration of 3rd-Party Tools

Solution
Monitoring Trigger console 3rd-Party
in case of an alert System
(SAPConnect; Management
SNMP; XML)
Console

Detailed Analysis
with 3rd-party tools

Monitoring
Infrastructure
CCMS Monitoring Report Alerts Monitoring
Infrastructure (“RZ20) Agent

Solution
Landscape
3rd-Party
Components


Solution Monitoring – Benefits Overview

Central point of access to all monitoring information
Reduce administration effort
Central monitoring of complete solution
Cover inter-system dependencies

Avoid critical situations by proactive monitoring
Detect issues before they occur
Improve availability your solution

Fast issue resolution
Automatic notification in critical situations

Openness
Investment protection for your existing landscape
Integration of 3rd-party systems

Costs
Free of Charge - included in Standard Maintenance


Solution Monitoring - Introduction

Concept

Functionality
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 SAP Solution
Systems Manager

Collect Data Display and
Get CCMS
Alerts
1 dispatch Alerts
(e-mail; SMS;
Support Desk
Agents send Alert
message)
Data

2
Root cause
Check CCMS analysis
Expert Monitors Navigate directly
and solve into Satellite System
Problem


System Monitoring – Workflow

System-related
Alert graphics
tasks with
integrated and
automated log

System monitoring of core components to Expert monitors
detect critical situations as early as possible
directly linked in
Support administrators working with new satellite systems
SAP products

System monitoring and Central System
Administration complement each other


Solution Overview - Entry Screen

Automated refresh

Summary of alerts
with navigation to
Solution alert dashboard
Overview in solution

Navigate to
open tasks
in solution


System Monitoring - Dashboards

Display of all monitoring
features under the header
Solution Monitoring

Graphical display
of components
and alerts

System monitoring
alerts and CSA tasks
in one graphic


Solution Monitoring - Alert List

ALV standard selection and maintenance possibilities

Switch between
Current and Open
Alerts (Alert History)

Alternative
Display of values
as alert list


Setup System Monitoring –
Centralized Maintenance of Alerts and Thresholds

Copy Customizing
between components

Centrailized maintenance
of autoreaction methods

Preselected
and activated
CCMS alerts

Centralized maintenance
of alerts and thresholds
(changes are automatically
transferred to local CCMS)


Central System Administration

Goals
Financial savings due to reduced administration effort
Improvement in motivation of IT staff
Documentation and Reporting on system maintenance tasks

Realization within SAP Solution Manager
manages tasks for the systems in your solution, centrally
preconfigured view and logical collection of administration tasks
generated component-specific administration tasks, divided into logical
areas, depending on the SAP system types


Central System Administration (CSA) - Workflow

SAP
Satellite Solution
Systems
1 Manager

Expert Get Task in
Monitor Check System Graphic

2
Confirm Task
and get Log
Entry


Central System Administration – Task Handling

Monitor task plans and status

Set-up and perform tasks

Create task logs


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


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

Phases of a Software Implementation Project
Technical
Technical Technical and
Technical and Cutover
Cutover Operations
Operations
Strategic
Strategic and Integration
and Integration Operations
Operations and Start of
and Start of and Continuous
and Continuous
Framework
Framework Design
Design Implementation
Implementation Production
Production Improvement
Improvement

Define and
Define and Implement the
Implement the Change
Change
Create
Create Start
Start
Monitoring
Monitoring Management
Management
a Monitoring
a Monitoring Monitoring
Monitoring
Concept
Concept in Monitoring
in Monitoring
Concept
Concept

Step 1
Step 1 Step 2
Step 2 Step 3
Step 3 Step 4
Step 4 Step 5
Step 5
Identify core
Identify core Identify
Identify Define
Define Define error
Define error Define
Define
business
business process
process monitoring
monitoring handling pro-
handling pro- monitoring
monitoring
processes
processes steps and
steps and objects
objects cedures and
cedures and activities
activities
interfaces
interfaces and tools
and tools escalation
escalation
paths
paths

Steps to Define and Create a
Business Process Monitoring Concept

Monitoring with Business Process Monitoring (BPM)

Satellite BPM in SAP
SAP Support
System Solution
Manager
1 3
Tool: Alert Display,
Transfer Monitoring Data Trigger Workflow
Send
Collect Data Cust.: Check Alert, Check Support Message
Support Message via
Create Support
Support Desk to SAP
Analyze and Fix Message

Problem

2 SAP
Solution Manager

SAP: Check Alert and Contact Customer
Implement Log on to Solution
Configuration,
Recommendations Solve Problem, Manager
Give Recommen-

5 4
dation
Cust.: Close Support
Message

Customer SAP
Tool = as customized in SAP Solution Manager, automatically done by tool
Cust. = to be done by customer
SAP = to be don by SAP

Infrastructure for BPM in the SAP Solution Manager

Solution Manager Monitoring Graphic Monitoring Session

Monitoring Infrastructure
CCMS Monitoring Solution Manager
Infrastructure Monitoring Engine
Solution Landscape CCMS Monitoring
Infrastructure

SAP R/3
SAP R/3 APO
APO BW
BW CRM
CRM EBP
EBP

data data data data data
collectors collectors collectors collectors collectors


Integration with BPM in SAP Solution Manager

Automatic Email Business Process Monitoring Process Description
reporting an alert from Implementation/
Upgrade Project

Service Desk message
in case of alert
(automatic or manual)
Monitoring tasks, Error Handling
and Escalation Paths for the
monitoring employee

Direct link to analysis trans-
actions in satellite system
Integration with System Monitoring
(Status of Hardware, Software and
Business Processes in one screen)


Setup of Business Process Monitoring in SAP Solution
Manager
Process Definition in
Implementation
• Process Steps, Interfaces etc. Manual entry
Project

Monitoring Configuration
IDoc monitoring for
• Assign monitoring objects Type ORDERS
to process steps and interfaces Cancellation Alert for
• Customize alerts per object job Create_Sales_Order
Application Log
• Use Best Practices for Business monitoring for material
allocation error messages
Process Management to identify
monitoring objects. Performance monitoring
for transaction VL02N
Start Delay Alert for
job Create_Invoice

Activate Monitoring


BPM Functionalities in the SAP Solution Manager

What can be monitored by Business Process Monitoring ?

Cross Application Application Interface Customer
objects specific objects objects specific objects

Background jobs Error logs (e.g. ALE / IDoc All alert
SD Duelist, APO alert information via
Performance of dialog Planning) monitoring CCMS alert
transactions (Transaction infrastructure
code and function code MRP Runtime qRFC alert
level) statistics monitoring Customer exit in
Application
Transaction-specific EBP Process Monitoring
Update errors Alerts infrastructure
Document volume based etc
on SAP Table statistics

Application Log (SLG1)


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 Job cancellation
End delay Wrong parallel processing
Out of time window Job log messages
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


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 Inbound
IDoc generated IDoc generated
IDoc ready for dispatch IDoc transferred to application
IDoc in external system IDoc transferred to dialog
IDoc dispatched Application document posted
Error in IDoc interface Error in IDoc interface
Error in External System Error in application
IDoc with delete flag IDoc with delete flag
IDoc processing in target system
qRFC
Blocked queues
Errors in Queue Scheduler
tRFC (generic monitoring of tRFC tables)



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


Business Process Monitoring of a Solution Landscape (1)

Components and related
business processes

Display Business
Process Alerts



Display Current Alerts,
Alert History and
detailed information

Business process step alert list



Business Process
Monitoring session
Documented
error handling
procedures and
contact persons
Direct navigation
to analysis method Creation of
in satellite systems support notifications,
workflow trigger,
alert confirmation


Traininigs Offerings SAP Solution Manager

E-learning
SAP Service Marketplace

www.service.sap.com/solutionmanager
www.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

Training
Support Academy/SAP Education
USMP10 – SAP Solution Manager Concept & Strategy
USMX20 – Installation & Technical Configuration of SAP Solution Manager Infrastructure
USMA30 – System Administration with SAP Solution Manager
USCP60 – Business Process Management
USMF50 – SAP Solution Manager Implementation of Service Desk Functions
USMF55 – Change Request Management with SAP Solution Manager
SMI310 – SAP Solution Manager Implementation Tools


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SAP Solution Manager Solution Monitoring - Introduction Concept Functionality

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