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  • 1. SAP Solution Manager: Solution Monitoring Active Global Support
  • 2. Solution Monitoring - IntroductionConceptFunctionality
  • 3. SAP Solution Manager - Architecture SAP Solution Manager Implementation and Distribution Service Planning Solution Testing and Delivery Monitoring E-Learning UpgradeManagement s n ct t io Service Desk je IMPLEMENT. u ro ol BETRIEB Business- P process S 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
  • 4. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 4
  • 5. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 5
  • 6. Solution Monitoring - IntroductionConceptFunctionality
  • 7. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 7
  • 8. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 8
  • 9. Solutions in SAP Solution ManagerSolutions are groups of related systems. The design of solution landscapescan be related to the SAP Solution Manager functionality you want to use orto 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 dataIndividual 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 © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 9
  • 10. Solution Monitoring and Reporting in the SAP Solution ManagerEarly 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 processesSystem Monitoring and Administration Technical real-time monitoring of system components based on the CCMS infrastructure System-related tasks with integrated and automated logBusiness 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 © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 10
  • 11. Solution Monitoring and Reporting – Data CollectionSAP SolutionManager Critical Alert Detailed Situations: Reporting Business Processes Business Process Monitoring SAP System Monitoring EarlyWatch Alerts Real-time Monitoring: Continous Monitoring:SatelliteSystems CCMS Monitoring Infrastructure (RZ20) Service Data Download (SDCC) © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 11
  • 12. Integration of 3rd-Party ToolsSolution SAP Solution ManagerMonitoring Trigger console 3rd-Party in case of an alert System (SAPConnect; Management SNMP; XML) Console Detailed Analysis with 3rd-party toolsMonitoringInfrastructure CCMS Monitoring Report Alerts Monitoring Infrastructure (“RZ20) AgentSolutionLandscape 3rd-Party Components © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 12
  • 13. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 13
  • 14. Solution Monitoring - IntroductionConceptFunctionality
  • 15. Solution Monitoring - IntroductionConceptFunctionality System Monitoring / Central System Administration Business Process Management and Monitoring
  • 16. System MonitoringGoals 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 satisfactionRealization 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 © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 16
  • 17. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 17
  • 18. System Monitoring – Workflow System-relatedAlert 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 18
  • 19. Solution Overview - Entry Screen Automated refresh Summary of alerts with navigation to Solution alert dashboard Overview in solution Navigate to open tasks in solution© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 19
  • 20. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 20
  • 21. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 21
  • 22. 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)© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 22
  • 23. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 23
  • 24. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 24
  • 25. Central System Administration – Task Handling Monitor task plans and status Set-up and perform tasks Create task logs© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 25
  • 26. Solution Monitoring - IntroductionConceptFunctionality System Monitoring / Central System Administration Business Process Management and Monitoring
  • 27. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 27
  • 28. 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.© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 28
  • 29. Business Process Monitoring: ConceptPhases 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 ConceptStep 1Step 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 pathsSteps to Define and Create aBusiness Process Monitoring Concept© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 29
  • 30. 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 SAPTool = as customized in SAP Solution Manager, automatically done by toolCust. = to be done by customerSAP = to be don by SAP © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 30
  • 31. Infrastructure for BPM in the SAP Solution ManagerSolution Manager Monitoring Graphic Monitoring Session Monitoring Infrastructure CCMS Monitoring Solution Manager Infrastructure Monitoring EngineSolution 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 © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 31
  • 32. Integration with BPM in SAP Solution Manager Automatic Email Business Process Monitoring Process Description reporting an alert from Implementation/ Upgrade ProjectService Desk messagein 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) © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 32
  • 33. Setup of Business Process Monitoring in SAP Solution ManagerProcess Definition inSAP Solution Manager Implementation• Process Steps, Interfaces etc. Manual entry ProjectMonitoring 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_InvoiceActivate Monitoring © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 33
  • 34. BPM Functionalities in the SAP Solution Manager What can be monitored by Business Process Monitoring ?Cross Application Application Interface Customerobjects 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) © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 34
  • 35. Functional Scope 1/3Business 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 © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 35
  • 36. 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 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) © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 36
  • 37. Functional Scope 3/3Handling 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 © SAP AG 2005, SolMan_SolutionMonitoring.ppt / 37
  • 38. Business Process Monitoring of a Solution Landscape (1) Components and related business processes Display Business Process Alerts© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 38
  • 39. Business Process Monitoring of a Solution Landscape (2) Display Current Alerts, Alert History and detailed information Business process step alert list© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 39
  • 40. Business Process Monitoring of a Solution Landscape (3) 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 40
  • 41. 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© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 41
  • 42. Copyright 2006 SAP AG. All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages© SAP AG 2005, SolMan_SolutionMonitoring.ppt / 42