01. e2e040

© SAP 2008

E2E040Managing End-to-End Solution Operations

E2E040_Managing_End-to-End Solution_Operations

SAP Solution Manager

2009


Version 84

Material Number 50095839

© SAP 2008

Copyright 2009 SAP AG. All rights reserved.

Neither this training manual nor any part thereof maybe copied or reproduced in any form or by any means,or translated into another language, without the priorconsent of SAP AG. The information contained in thisdocument is subject to change and supplement without prior notice.

All rights reserved.

Copyright

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© SAP AG 2008 / 1

Course Prerequisites

Required Knowledge:Basic understanding of SAP Basis and Applications

Basic understanding of SAP NetWeaver

Experience in SAP IT Management

© SAP AG 2008 / 1

Disclaimer

Current release of the SAP Solution Manager is: SAP Enhancement Package 1 for SAP Solution Manager 7.0.The following note only applies to SAP customers in Germany and Austria:The extent of the usage of the software package "SAP enhancement package 1 for SAP Solution Manager 7.0" depends upon the type of maintenance contract you have signed.If you have a signed contract for:

SAP Enterprise Support

SAP Product Support for Large Enterprises

SAP Premium Support, or

SAP MaxAttention

You are authorized to use all functions in the software package, without any restrictions.If you have signed exclusively standard support contracts, you are allowed to install this software package, but you are only allowed to use a restricted functionality. You are not allowed to use the following Enterprise Edition functions:

Business Process Change Analyzer

Quality Gate Management

Custom Development Management Cockpit

© SAP AG 2008 / 1

Target Audience

This course is intended for the following audiences:SAP TQM/SAM/EA or other Service Consultants

Customer IT Management

Hosting/AMS Partner Management

Implementation Project Managers

© SAP AG 2008 / 1

Course Goals

This course will prepare you to:Realize the vision and value of SAP E2E Solution Operations

Describe the Methodology and SAP E2E Solution Support Standards and the Run SAP Methodology

Understand the impact of the SAP E2E Solution Support Standards on the customer’s service and support organization (SAP Solution Operations roles and responsibilities).

Understand why SAP Solution Manager is the application platform for E2E Solution Operations

Realize the potential for customers to optimize quality management and your service and support procedures through the implementation and the use of SAP E2E Standards and SAP Solution Manager (including keysuccess factors)

Provide information on how customers can be certified (including SAP COE certification)

© SAP 2008

Unit 5 Incident Management

Unit 6 Business Process Operations

Unit 7 Root Cause Analysis

Unit 8 Change Control Management

Unit 9 Technical Operations

Unit 1 Introduction

Unit 2 Strategy

Unit 3 Implementation Roadmap

Unit 4 Use case and SAP Standards Overview

Preface

Course Content

© SAP 2008

Agenda Day One

Use case and SAP Standards Overview15:30 - 16:30

Incident Management16:30 - 17:00

SAP Support Strategy11:30 - 12:30

Run SAP Roadmap (E2E Adoption at Customers)13:30 - 15:30

Lunch12:30 - 13:30

E2E Introduction and Overview10:00 - 11:15

TopicsTime

© SAP AG 2008 / 1

Agenda Day Two

Root Cause Analysis10:00 - 12:00

Change Control Management13:00 - 16:00

Technical Operations16:00 - 17:00

Lunch12:00 - 13:00

Business Process Operations09:00 - 10:00

TopicsTime

© SAP 2008

Managing E2E Solution Operations: Introduction

SAP Standards Overview

Run SAP - Implementation Methodology and Roadmap

Managing End-to-End Solution Operations

Introduction

Strategy

Technical Operations

Business Process Operations

Root Cause Analysis

Change Control Management

Incident Management

© SAP AG E2E040 1-1

© SAP AG 2008 / 1

Introduction

Contents:SAP Enterprise Support - motivation and scopeSAP Life Cycle Management and Solution Operations -motivation and scope

SAP Solution Manager as an E2E application platform

© SAP AG E2E040 1-2

© SAP AG 2008 / 1

Introduction: Unit Objectives

After completing this unit, you will be able to:Explain how SAP standards for solution operations can help customers manage their SAP-centric solutionsExplain how SAP Solution Manager supports the management of end-to-end solution operations

© SAP AG E2E040 1-3

© SAP AG 2008 / 1

Introduction: Unit Overview

Lesson 3: Summary

Introduction

Lesson 1: Overview

Lesson 2: SAP Solution Manager

© SAP AG E2E040 1-4

© SAP AG 2008 / 1

Complexity Matters: Solutions Become More Critical

Complexity#User

2000 2007 2010

» INCREASED LANDSCAPE COMPLEXITY

CommentEvery customer has mission critical applications along with integration needs

Landscapes become more complex the larger and more integrated they are

SAP provides advanced support options that mirror growth in size and/or complexity

R/3R/3LegacySystemLegacySystem

ManguisticsManguistics

Originally SAP was committed for message based issue solving for critical SAP Applications.

However, today’s and future solutions are more complex and it is even more difficult for SAP to “trouble-shoot”.

Therefore, SAP introduces new support offerings to improve and strengthen the collaboration between the customer support organization and SAP to manage the complexity successfully.

© SAP AG E2E040 1-5

© SAP 2008

How to maintain innovation & competitive advantage with issues like:Supplier integration across the value chainMergers & acquisitionsRapid growthGovernance requirementsCurrency fluctuationsProliferation of new, enhanced technologies like service-oriented architecture ( SOA)….all of which require rapid & continuous technological improvement

» CHALLENGE #1: Continuous Innovation

Increasing Complexity is the #1 Cause of System Failure.Economist Intelligence Unit, 200730% of issues incur time-to-resolution of more than one day. Forrester, 200667% of mission-critical applications have more than 9 hours of downtime per month. The Standish GroupERP downtime costs $6,400 to $7,600 per minute. BMC, 2006

Downtime

Effects

Delay of invoicing

Delay of company revenue

Loss of employee productivity

» CHALLENGE #2: Increased Cost & Risk

New ChallengesMore Complexity and Less Control

These challenges are addressed by SAP and the SAP support offerings.

© SAP AG E2E040 1-6

© SAP 2008

SAP Enterprise SupportManages innovation

and integration in SAP solution landscapes

Value Prop…

The offering…

InnovationContinuous improvementComplexity masked

Protection of InvestmentTCO reductionRisk reduction

SAP’s Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk& Cost

SAP Enterprise Support consists of five building blocks.

Innovations are addressed in block 1.

© SAP AG E2E040 1-7

© SAP 2008

Upgrade UpgradeSupportPackage

SupportPackage

Traditional SAP ApplicationInnovation Lifecycle

SupportPackage

SupportPackage

EHPSupportPackage

EHPSupportPackage

New SAP Application Innovation LifecycleC

ost

Maintenance:Support Package Stack

New: SAP Enhancement packages for SAP ERP

Legal/Tax Changes,Corrections etc.Technically a set of SupportPackages and patches

New & improved functionalityOptional, new software componentsActivate new function in SwitchFramework via Business Function

Release Upgrade

SAP ERP(ECC 6.0)

Install SAP enhancement packages combined with Support PackStack as a maintenance activity with only minor additional effort.!

Foundation for Operational Innovation SAP Enterprise Support Provides Continuous Enhancement and Optimization

SAPSystem

Foundation for Operational Innovation is the separation in enhancement packages (for delivering features) and support packages (for delivering bug fixing)

Deploying enhancement packages (EhP) to production is considered less critical and faster then deploying major SAP releases

Deploying a Support Packages (SP) is even smoother and only affects the appropriate “repaired” code. This means only regression testing to prove the fix to work.

Deploying EhP and/or SP does provide a certain flexibility to manage the software changes according to particular business requirements.

© SAP AG E2E040 1-8

© SAP 2008

SAPBusinessSuite

ERP CRM SCM

PLMSRM

EhPEhP

R/3

CRM SCM

PLMSRM

Protection of Investment

SAPBusinessSuite

ERP CRM SCM

PLMSRM

EhPEhP EhPEhP

SAP Technical Upgrade CommitmentEvery installed base customer solution can be upgraded to the next release.SAP provides all tools to manage the technical upgrade

Business Driven Innovation New functions can be deployed step by step to fulfill business needs or optimize existing business functions

Concrete Investment Protection Easy Upgrades Delivered via SAP Enterprise Support

© SAP AG E2E040 1-9

© SAP 2008

2011 20122006 2007 2008 2009 2010

Dec

Mar

Dec

Mar

Mar

2013

Dec

17%17%+2%* 17% + 4%*

17%+2%* 17% + 4%*17%

2014 2015 2016

SAP R/3 Enterprise

OLD

NEW**

SAP R/3 4.6C

OLD

NEW** 18,4%

Dec

17% (17% + 2%*/4%* if cust. opted for extended maint.)

Dec

19,8%

Dec Dec

18,4%17% 19,8% 21,4% 22%

Key MessageKey MessageExtended maintenance for SAP R/3 4.6C and SAP R/3 Enterprise is included in SAP Enterprise Support as of January 2009For Enterprise Support customers, extended maintenance for SAP R/3 4.6C and SAP R/3 Enterprise is offered for one additional year

Legend

* Additional extended maintenance fee only applies to relevant portion of customer landscape/maintenance base (that is, only to installations on relevant releases). Extended maintenance is optional; if a customer does not order it, the installations on the relevant releases are in customer-specific maintenance

MainstreamMaintenance

1st year Extended

Maintenance*

2nd/3rd yearExtended

Maintenance*

Customer-specific

maintenance

21,4% 22%

17%

22%

17%

Mar

One additional year of extended maintenance

** New strategy for Enterprise Support customers only

Extended Maintenance Included in SAP Enterprise Support:Additional Time to Implement End-to-End Solution Operations

Extended Maintenance included in SAP Enterprise Support does extend the maintenance window for customers.

SAP also introduced a new maintenance strategy for the product portfolio (called 7-2)

© SAP AG E2E040 1-10

© SAP 2008



Value Prop… Enabled by…

The offering…

Consistent standardsLifecycle managementBusiness process monitoringCustom code managementRemote supportabilityDiagnostics



End-to-EndSolution Operations

SAP’s Answer: SAP Enterprise Support Successful Solution Operations at Lower Risk & Cost

+


E2E Solution operations are addressed in block 2.

© SAP AG E2E040 1-11

© SAP 2008

DevelopmentLandscape

QualityLandscape

ProductionLandscape

Transport TransportMultiple

DevelopmentWorkbenches

CE 7.1QAS

system

NWPortal 7.1QAS System

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.1

DevSystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.1Presentation

layer

ERP6.0PRD

system

FIX

FIX

FIX

Synchronization

100% transparency of changes

A central transport mechanism and change control system to manage changes across technology stacks and application components A central test plan for core business processesA central quality manager validating test execution and test completenessIntegration of every development workbench into the central transport and change control system

All operational units across all organizations integratedin one integrated and consistent quality process

Standard Application and Quality Management One End-to-End Integrated and Consistent Quality Process

E2E Standards are developed to ensure high quality and consistency of the operational procedures

© SAP AG E2E040 1-12

© SAP 2008

Managing Custom Codes and Components Supporting SAP code, custom code, and partner solutions.

End-to-end Support for End-to-End SolutionsSAP delivers Standards, Tools, Processes, and On-Demand Support with the SAP Solution Manager Enterprise EditionAll vendors offer support, but none can match SAP in its breadth and depth of experience. No matter what kind of advice or action customers require, no matter where and when customers need it, no matter what Industry or current IT landscape, SAP and its partners can provide the answer. With SAP, support is comprehensive and available for the entire solution life cycle.

End-to-End Root-Cause AnalysisIncident Management; Diagnostics

End-to-End Change Control Change Control and Application ManagementFunctional, Regression and Volume Testing; Integration Testing

End-to-End Business Process Integration and Automation Job, Interface and Business Process MonitoringException and Alert Management

End-to-End Enterprise SOA Readiness Managing Custom Components, Upgrades and Migrations

ERP WMS

End-to-End Solution OperationsIndustry-Leading & Consistent Standards, Tools & Processes for the Ecosystem

© SAP AG E2E040 1-13

© SAP 2008



+


Delivered via…

The offering…

Run SAPIndustry-leading best practicesRun SAP methodology for end-to-end solution operationsConsulting, training, and certification available as additional offerings






+


Run SAP is addressed in block 3.

© SAP AG E2E040 1-14

© SAP 2008

Run SAP provides the methodology and best practices to implement End-to-End Solution Operations.Phased methodology focusing on tangible cost reductions in Operations.Run SAP provides processes, content, and tools for operating SAP solutions (Pre-configured operation concept for the customer solution)

Focus topicsBusiness Process Transparency – (Minimum Documentation)

Business Process MonitoringData ConsistencySoftware Change Management - One Transport OrderJob Management – Automation of ProcessesRemote DiagnosticsBackup and Recovery

Assessment &Scoping

Design of Operations

Setup ofOperations

Handoverinto Production

Operations andOptimization

E2E Solution Operations

Enterprise SOA Readiness

Pre-configured operation concept for the customer solution

Run SAPBest-in-Class Methodology to Optimize Operations

© SAP AG E2E040 1-15

© SAP 2008



+


Delivered via…

The offering…

Mission-Critical SupportContinuous quality checksRobust SLAsSupport advisory7 x 24 root cause analysis








Mission Critical Operations Support is addressed in block 4.

© SAP AG E2E040 1-16

© SAP 2008

With SAP Enterprise Support, all technology is provided to enable remote support within the enterprise with built-in expert support from all technology and application providers.

SAP Enterprise Support reflects continuous innovation and mission critical support to the entire ecosystem.

Root cause analysis within hours

Well defined escalation procedures

Clear and defined handover procedures and automated status updates

Remote Access and Supportability24 X 7 On-Demand Expert Support by the Entire Ecosystem

© SAP AG E2E040 1-17

© SAP 2008© SAP 2007 / Page 1

7x24 Support Advisory

Continuous Quality Checks

Service Level

Agreement

Every customer has mission-critical applications along with integration needs

Landscapes become more complex and more integrated

SAP provides mission critical operations support to address this growth in size or complexity

Results are; optimized availability & performance, and reduced problem management efforts

7 x 24Root Cause

Analysis

Mission Critical Operations Support World-Class Maintenance Model for the Entire Landscape

SAP considers a mission-critical application as an application that the customer uses for their critical business processes. If a mission-critical application fails, a customer experiences a very severe impact on business.

© SAP AG E2E040 1-18

© SAP 2008



+


Delivered via…

The offering…

Global Support Backbone







SAP Solution Manager, enterprise edition, and the SAP service infrastructureplatform On demand 7 x 24 support integrationSAP Service Marketplace

The Answer: SAP Enterprise Support Holistic Support Model to Enable Continuous Improvement & Successful Solution Operations at Lower Risk & Cost


Global Support Backbone is addressed in block 5.

© SAP AG E2E040 1-19

© SAP 2008

Collaboration between Customer, Partner and SAP24 x 7 supply of expertise

The SAP Solution Manager EnterpriseEdition and the SAP service infrastructureas a platform

Delivery platform for proactive servicesEarlyWatch Alert

Continuous Quality Checks

Smooth integrationIncident management

Software updatesKnowledge databases / communities

AllowingRemote supportability

Integrated lifecycle management

Mission-critical support

Smooth transitions and information flow

Global Support Backbone 24 X 7 On-Demand Support Integration

© SAP AG E2E040 1-20

© SAP 2008



+


Delivered via…

The offering…

Global Support Backbone







SAP Solution Manager, enterprise edition, and the SAP service infrastructureplatform On demand 7 x 24 support integrationSAP Service Marketplace

SAP Ecosystem

In collaboration with…


© SAP AG E2E040 1-21

© SAP 2008

Solution OperationsExperts

Cus

tom

er /

Part

ner

Support ExpertsExpertise on Demand

DevelopersConsultants

Front Office Issue analysis, tracking, and resolution

Facilitate real-time team-upwith back office

Executive review meetingsISSUES

SOLUTIONS SAP Solution Manager facilitates collaboration between front office and back office

Global Back OfficeSupport for front-office team

Provides functional and technical expertise for resolution

Global organization with 4,000 employees in 40+ countries, backed upby more than 6,000 developers, representing the experience of over 120,000 installations

SAP Ecosystem Risk Reduction Through Timely Issue Analysis and Collaboration

© SAP AG E2E040 1-22

© SAP 2008

Easy deployment of SAP Enhancement Packages & SAP Support Packages to keep pace with changing requirements

Skills training & certification across the SAP ecosystem ensure common implementation & operations methodology

Expertise on-demand allows faster response

Efficient change management and quality testing enhance deployment agility

Easy enablement of enterprise SOA and third-party solutions increase flexibility

Risk reductionIndustry-leading standards minimize complexity across SAP & partner environmentsComprehensive system integration through solution lifecycleZero downtime commitment

Cost reductionBuilt-in provision and standardization of diagnostic tools, integration testing and business process monitoring reduce downtimeConsistent tools & methodologies across heterogeneous landscapesCompetitive SLAs decrease time to resolution

SAPEnterprise

Support

Accelerated Innovation

Investment Protection

Customer BenefitsInnovation AND Investment Protection

© SAP AG E2E040 1-23

© SAP AG 2008 / 1


Lesson 3: Summary

Introduction

Lesson 1: Overview


© SAP AG E2E040 1-24

© SAP 2008© SAP 2008 / Page 1

Application Management Lifecycle SAP Solution Manager: Support Processes In Action

Documentation of solution incl. custom code

Innovation Management

Solution Configuration

Test Management

SAP Technical Operations


Incident & Problem Management

IT Reporting

Maintenance of SAP solutions

Improvements of solutions

Upgrade

Business Configuration

Business Continuity

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application Management

Deployment of solution updates

Challenge:

IT leaders are still struggling with application management, with real-time operations, end-user expectations, and service level agreements demanding improved application management.

Also, IT organizations spend millions on software development and operation tools over the years. Executives shop for best-of-breed within the budget and the goals of the project. The result is that IT shops are likely to have on hand a bucket-load of lifecycle tools that simply do not fit.

Answer:

The SAP Solution Manager application management and administration solution facilitates support for heterogeneous system environments. Its functions cover all key aspects of implementation, deployment, operation, and continuous improvement of solutions. As a centralized, robust application management and administration solution, SAP Solution Manager combines tools, content, and direct access to SAP to increase the reliability of solutions and lower total cost of ownership. Moreover, SAP Solution Manager serves as the pivotal hub for collaboration in the eco system as it empowers communication between all the stakeholders of a solution, whether they are project teams, SAP partners, consulting or SAP Active Global Support.

The strategy is to implement SAP Solution Manager capabilities so that they support the whole enterprise rather than individual business units. This overall investment is spread across more users, resulting in a better return on its investment, which enables the company to invest even more money in IT because the investment is going to be distributed across many users.

© SAP AG E2E040 1-25

© SAP 2008© SAP 2008 / Page 1

Application Management Processes Requirements & Design Phase

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Documentation of solution incl. custom code Identification and documentation of business processes for SAP solutions including partner components, custom code, and interfaces

Innovation ManagementIdentification of business needs and preparation of realization via collaborative processesAlign new requirements with enhancements delivered by SAP and partnersBrowse SOA offerings to build innovative applications for new business processes

Quality Gate ManagementTo provide complete transparency regarding changes and to enable formal transitions from one phase to another via Quality Gates and synchronize changes for all SAP supported development environments (ABAP, Java, .NET, C/C++)

Cross-Phase

Requirements

Design

Key Message:

By nature, application core processes represent the core business functionality that “runs the business”.

SAP Solution Manager Enterprise Edition provides a new approach to analyze customers’ systems automatically, providing a full-scale system usage report and customer core business process models in SAP Solution Manager. The results of the analysis help to document the customer solution. This ensures knowledge transfer based on up-to-date process information. It is the foundation for accelerated delivery of support services and a jumpstart for business improvements and upgrade projects by extraction of business processes data. Other functions in SAP Solution Manager, like business process monitoring, can utilize the documentation as well.

© SAP AG E2E040 1-26

© SAP 2008© SAP 2008 / Page 1

Application Management Processes Build & Test and Deploy Phase

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Build & Test

Deploy

Solution ConfigurationConfiguration of project scopeAdaptation of standard SAP process documentation to custom solutionDefinition of unit test requirements

Test ManagementDefinition of integration testing requirements and test scope based on change impact analysisDevelopment of automatic and manual test casesManagement of testers and comprehensive reporting of test progress and results

Deployment of solution updatesSynchronized propagation of technical objects from the development to the production environment across the technology stack


Key Message:

Teams become really good when they talk to each other.

SAP Solution Manager capabilities working together.

End-to-End Integration Test management enables control of the Build & Test, and Deployment of changes, with an efficient Integrated Testing process, tracing each test case to an original business requirement or change request.

As a result, customers can isolate the impact of software updates and bring new functionality online faster through shortened testing cycles.

© SAP AG E2E040 1-27

© SAP 2008© SAP 2008 / Page 1

Application Management Processes Operate Phase

SAP Technical OperationsSAP Technical Operations include system and end user experience monitoring and the routine tasks of system administration

Business Process OperationsThere are four basic aspects, which have to considered and covered for an sustainable business process operations concept:

Business Process and Interface MonitoringJob Scheduling ManagementData Consistency ManagementData Volume Management

Incident Management for the entire solution incl. partner Integrated solution-oriented incident management from customer to SAP and Partners via the SAP Support Backbone backed by SLAs

IT Reporting Prove the value of IT to the business, service level agreements are aligned between business and IT

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Operate

Key Message:

Improving visibility and predictability by providing an integrated view of all mission critical processes.

Example: 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. The goal of Business Process Monitoring is to detect problem situations as early as possible to solve them as fast as possible - before they become critical for the business. Based on the documentation of core business processes, it is possible to provide defined monitoring procedures in SAP Solution Manager , to enable the customer’s Solution Support Organization, and to respond to and to solve problems more proactively.

© SAP AG E2E040 1-28

© SAP 2008

Application Management Processes Optimize Phase

© SAP 2008 / Page 1

UpgradeComprehensive project support for release transitions

Maintenance of SAP SolutionsLife-cycle management of corrective software packages from discovery and retrieval to test scope optimization and optional automatic deployment into the production environment

Improvements of processes, components and solutionsWorkflow-based management of business and technology driven changes with integrated project management and synchronized deployment capabilities

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Optimize

Key Message:

Optimization capabilities provide the means to reach higher levels of business process maturity while meeting corporate governance requirements, by providing enhanced visibility, support, and repeatable procedures for critical business processes.

© SAP AG E2E040 1-29

© SAP 2008© SAP 2008 / Page 1© SAP 2007 / Page 1

SAP Solution Manager Supports Mission -Critical Operations with Work Centers

Business Process

Champions

Program Management

Office



Monitor Change

Request BusinessChange

Implement Change

TestChange

DeployChange

Sign-offChange

Role-based user interfaces simplify the access to E2E Solution Operations processes

Based on SAP StandardsRole-basedEasy to use and learnAvailable for SAP Solution Manager 7.0

Work Centers

Key Message:

Comprehensive access to all SAP Solution Manager capabilities .

SAP Solution Manager work centers ensure smoother access to application management functions via a ready-to-use, integrated, efficient user interface.

Work centers provide the openness, visibility, and measurability that is central to successful mission-critical operations.

For example: The integrated content of the work centers allows administrators to detect dependencies and discover potential synergies to optimize processes further within the IT organization, thus reducing the total cost of operations.

© SAP AG E2E040 1-30

© SAP 2008


Lesson 3: Summary

Introduction

Lesson 1: Overview


© SAP AG E2E040 1-31

© SAP 2008© SAP 2008 / Page 1

SAP Solution Manager Enterprise Edition: Manages Increasing Solution Scope and Integration

SAP(R/3, …)

Custom Code

Partner Solutions

Other Vendors

SAP(Business Suite, …)

Custom Code

Partner Solutions

2000 2010

Other Vendors

SAP Solution Manager Enterprise Edition enables the SAP Enterprise Support commitment at solution level

Custom Code

Other Vendors

SAP (Enterprise SOA

by Evolution and Design)

Enterprise Edition

Partner Solutions

From Application Maintenance to Solution Support

Key Message:

Expanded Support Commitment at the Solution Level including custom code, partner solutions, and other vendors.

A successful solution support process depends on visibility across platforms and processes and the ability to measure results across the entire lifecycle. When application lifecycle management approaches succeed in these areas, they work well.

Essentially, it does not matter whether customers run SAP software alone, or together with products from other vendors or their own homegrown solutions. With the new model, SAP is taking on more responsibility and working to standardize all tools and processes that customers need to manage the change and operate their business-critical applications. SAP is also forming a competence network for SAP and partner software through which SAP can offer third-level support. It is important to SAP that customers’ IT solutions are stable and support their business in the best possible way.

© SAP AG E2E040 1-32

© SAP 2008© SAP 2008 / Page 1

SAP Solution Manager Enterprise Edition: Second Edition Available

German edition: ISBN 978-3-8362-1324-0 (Mat. No. 50094371 in SRM)English edition: ISBN 978-1-59229-271-4 (Mat. No. 50094372 in SRM)

Completely revised editionSAP Solution Manager in the Context of SAP Enterprise Support

New Quality Management Concept

Work Centers

Run SAP

Solution Documentation Assistant

Test Management, including Business Process Change Analyzer

Solution Monitoring and Reporting

Incident and Problem Management

© SAP AG E2E040 1-33

© SAP 2008© SAP 2008 / Page 1

SAP Enterprise Support New Book Available

German edition: ISBN 978-3-8362-1399-8 (Mat. No. 50094234 in SRM)English edition: ISBN 978-1-59229-302-5 (Mat. No. 50094237 in SRM)

First book on SAP Enterprise SupportWhat does SAP Enterprise Support actually mean?

What benefits can companies gain from SAP Enterprise Support on a day-to-day basis?

How does SAP help companies to set up a central Customer Center of Expertise and internal quality management for business and IT processes?

Tools, processes, and best practices included in SAP Enterprise Support to implement a harmonized, integrated end to end application life-cycle management

Overview on all offerings for partner solutions, custom code and upgrades

© SAP AG E2E040 1-34

© SAP 2008

Introduction: Unit Summary

You should now be able to:Explain how SAP standards for solution operations can help customers manage their SAP-centric solutionsExplain how SAP Solution Manager supports managing end-to-end solution operations

© SAP AG E2E040 1-35

© SAP 2008

Managing E2E Solution Operations: Strategy




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 2-1

Strategy

Contents:Risk areas in customer projectsSAP’s risk mitigation strategy

© SAP AG E2E040 2-2

Strategy: Unit Objectives

After completing this unit, you will be able to:Explain the challenges during customer engagements

Understand the major risks in customer projects

Describe the SAP Methodology to support customers proactively inall phases of the live cycle of SAP software

© SAP AG E2E040 2-3

Strategy: Unit Overview

Strategy

Lesson 1: Typical Risks

Lesson 2: How SAP Can Help

© SAP AG E2E040 2-4

SAP engagement comes too late to prevent problems!

????

Normal Escalation Process

SAP projects start with a vision and a plan for implementing the project.

During the projects, more and more risks, questions, and concerns come up.

If these topics and issues remain unchanged, the project may run into trouble or escalations.

© SAP AG E2E040 2-5

SAP engagement should be able to pre-empt risks earlier!

Escalations in SAP Implementation Projects

The normal escalation phases are shortly before and shortly after the go-live date.

This is usually too late to bring in the SAP experience to mitigate risks.

© SAP AG E2E040 2-6

SolutionFeasibility

Program/ProjectManagement

Readiness

Architecture andIT Strategy

Functional/IntegrationReadiness

ChangeManagement

Readiness

TechnicalReadiness

OperationsReadiness

SupportReadiness

Risk Areas in Implementation Projects

During a risk assessment, 90 SAP customer projects have been taken into account, and 8 risk areas have been defined by the SAP global risk management group.

© SAP AG E2E040 2-7

9%

7%

19%

37%

7%

7%

8%6%

Solution Feasibility

Project Management

Architecture and IT Strategy

Functional / Integration Readiness

Change Management

Technical Readiness

Operations Readiness

Support Readiness

533 Risks in SAP Implementation Projects Identified

The risk assessment has taken 90 SAP customer projects into account.

This slide shows the risk percentage in the areas. Interestingly, most issues belong to the concept phase of the project. The conclusion is that a specialist must be involved in this phase to mitigate risks.

© SAP AG E2E040 2-8

© SAP 2008

SAP is Aware of Customer Pain Points 1/2Customer Pain Points in Application Management

Transparency on Processes & AppsIdentification of core business processesCentral documentation of processes, custom code, partner applications, system landscape

Integration TestingTest in heterogeneous environmentsChange Impact AnalysisTest Data Management, Test Automation

Innovation ManagementRequirements managementInnovation discoveryInnovation w/o disruptionProject management

Integration ValidationData inconsistencies in complex system landscapesPerformance bottlenecks

Software logisticsSynchronized transport of ABAP, Java, .NET and C componentsComplex and opaque transport situation

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Challenge:

Development and support of large and complex software applications can be a nightmare for companies of any size, with budget overruns and delivery delays.

Also, as potential outsourcing's risks grow ever greater, the need for control by in-depth monitoring of disruptions and deviations is critical. If corporate data, intellectual property, and business processes are to remain stable, transparency in real time becomes a necessity. The stability of a company's outsourcing practice depends on it.

Answer:

Application Lifecycle Management utilizes the capabilities of SAP Solution Manager to address risks appropriately.

© SAP AG E2E040 2-9

© SAP 2008

SAP is Aware of customer Pain Points 2/2 Customer Pain Points in Application Management

Problem analysis in complex & various technology stacks

Root-cause analysis across technology stack from front-end down to database / OS level

Incident ManagementMissing support for mission-critical processes Exchange of required technical informationInvolvement of partners in problem resolution

Change ManagementMissing governance, project management and integration between requirements management and software logistics

Solution UpdatesMissing guidance for upgrade projectsHandling of custom code during upgradeConsistent SAP updatesZero downtime during upgrades

Monitoring & System AdministrationDecentralized monitoring, alerting, and service level reportingCentral system administration & job schedulingData volume management

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Application Lifecycle Management utilizes the capabilities of SAP Solution Manager to address risks appropriately.

© SAP AG E2E040 2-10

There is a need for a proven methodology for operational changes

Risk for Operational Projects - Categorized

Clear Targets Good Planning Controlling Organizational Readiness

Balanced Skill Set

Poorly defined budget

No controlled milestones

Lack of resource continuity

Low quality of estimates

Lack of management

attention

Lack of coordination with

other activities

Stakeholder differences

Unclear or nonspecific objectives

Operational guidelines not

part of development

No planned skill development

No operational requirements

collectedNo organizational

development

Missing long term planning

No prepared processes

Lack of ownership

Daily operations in parallel

Operational changes also need to be planned and implemented - either separately or in parallel to an implementation/upgrade project.

© SAP AG E2E040 2-11

Strategy: Unit Overview

Strategy

Lesson 1: Typical Risks

Lesson 2: How SAP Can Help

© SAP AG E2E040 2-12

© SAP 2008

DescriptionAcceleratedSAP methodology is a proven, repeatable, and successful approach to implementing SAP solutions across industries and customer environments. AcceleratedSAP provides content, tools, and expertise from thousands of successful implementations.

More infohttp://service.sap.com/asap

AcceleratedSAP (ASAP) Methodology Mitigates Risks in Implementation Projects

Leverage SAP implementation experience

Why use a methodological approach to Implementation? Investing in a new business solution can bring major benefits to an organization. The success or failure of a new solution depends on how well it is implemented. A recent survey of software implementations showed that over 30% of projects perceived to have failed did so because of a lack of effective project planning.

On the other hand, less than 10% of projects perceived to have failed did so because of technology-driven causes.

AcceleratedSAP is the SAP Methodology for the implementation (Initial, Upgrade, Extension) of SAP Solutions and supports cost effective and speedy implementation of the SAP Solutions.

It has the following constituent parts: AcceleratedSAP (Methodology) Content:

The structured methodology content (processes, procedures, accelerators checklists, links to Standard SAP Documentation, and so on necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions.

AcceleratedSAP (Methodology) Toolset: The tools necessary for the implementation (initial, upgrade, extension, template, and so on ) of SAP Solutions.

AcceleratedSAP (Methodology) Roadmaps: The guidance and navigation necessary for the implementation (initial, upgrade, extension) of SAP Solutions.

AcceleratedSAP (Methodology) Expertise: SAP knows SAP best and, based on its vast experience, it provides this knowledge in a concentrated form to its customers and partners through AcceleratedSAP.

© SAP AG E2E040 2-13

How can I maintain stability of mission-critical IT solutions while continuing to respond to business needs?

How can I standardize and improve the operational excellence within my IT organization?

IT solutions are increasingly complex.IT solutions must adjusted more quickly to business needs.The operation of IT solutions is mission-critical for the business.The business requires flexible IT operations at reasonable costs.

Run SAP Methodology mitigates Risks for Operational IT Challenges

User

RFID Devices Rendering OfficePortal

SAP Portal Duet .netWorld

APOBWSRMSEM

APO

SRM

SEMR/3 ERP

Analytics

ESAExternal A

pplications

The main questions customers are asking SAP.

© SAP AG E2E040 2-14

© SAP 2008

Run SAP facilitates the implementation of E2E Solution Operations

Run SAP is “ ASAP for Operations”It provides best practices, content, services, training and tools for E2E Solution Operations.

Implement E2E Solution Operations with Run SAP

SAP Standards for Solution Operations

Define central E2E operations tasks

RoadmapAccelerate the

implementation of E2E operations

Trainings &Certification

Provide up-to-date skills for the ecosystem

ServicesEngage SAP to implement E2E operations

SAP Solution ManagerProvides all tools for E2E operations

Run SAP

By leveraging the Run SAP methodology, with its standards and best practices, you will benefit from the experience of SAP.

This helps to avoid errors, mitigate risks, increase the availability and performance of the SAP solution, smooth and accelerate the process flow, enables automation and, therefore, reduces the cost of operations.

By implementing E2E Solution Operations with Run SAP and SAP Standards, SAP guarantees Business Process Availability, Business Process Performance, Data consistency and transparency, as well as maintainability and upgradeability.

© SAP AG E2E040 2-15

© SAP 2008

Comparing ASAP with Run SAP 1/2

Run SAP has a similar approach to ASAP

Run SAP

ASAP

ASAP and Run SAP have a very similar structure.

The ASAP Goal: Run implementation projects successfully

The Run SAP Goal: Establish E2E Solution Operations to run SAP mission-critical solutions successfully

© SAP AG E2E040 2-16

© SAP 2008

Comparing ASAP with Run SAP 2/2

Accelerated SAP (ASAP) provides a proven methodology to streamline implementation and upgrade projects.

Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations with a focus on application management, business process operations, and NetWeaver administration.

© SAP AG E2E040 2-17

Successful Operational Changes

Run SAP is the recommended methodology for Operations projects.

Clear Targets Good Planning Controlling Organizational Readiness

Balanced Skill Set

ProcessProject managementMethodology

Manage every significant operational change as a project.Align every operational project to a clear process.

Use a proven methodology in this process.

Follow the Run SAP methodology to implement operational changes

© SAP AG E2E040 2-18

Advantages of Using Project Management to Implement Operational Changes

Management attentionStakeholders from business and ITProject manager Periodic reporting proceduresClearly defined escalation path

Need for organizational changeIdentification of technical prerequisitesChange control management

Clearly defined budgetProject plan and work breakdown structureStructured timelineMilestones

Requirements managementScope managementAgreement of project volume

Plan and Schedule Responsibility

Targets EnvironmentProject management

Project management methodology ensures changes are measurable and approved by all relevant stakeholders

Project management methodology ensures changes are measurable and approved by all relevant stakeholders.

A project structure for operational changes makes it more likely that the changes meet given requirements.

© SAP AG E2E040 2-19

Application Life Cycle Management Provides Ways Out of the Dilemma

Documentation of the SolutionCentral documentation of processes, system landscape, custom code, partner applications, …

Test ManagementChange impact analysisEnd-to-end test management

Innovation Management & Solution Configuration

Discover and realize enhanced business functionalityAvoid disruption of business

Deployment of Solution Updates

Integrated quality managementSynchronized transports of various components

Business Process OperationsEnsure business continuityProvide Business KPIs Incidents & Problem Management

Integrated service deskInvolvement of partners in problem resolution Provide root-cause analysis for complex landscapes with diverse technology stacks

Improvements of SolutionsControlled and documented adjustment of business processes incl. approval process

Maintenance & UpgradesComprehensive project support for release transitionsManagement of corrective software packages

Technical Operations & IT Reporting

Central administration, monitoring,and reporting

Application Lifecycle Management provides processes to optimize business continuity and agility

Business Process BenchmarkingCompare your business processes with peers

Portfolio ManagementMaximize the value and strategic alignment of your portfolio

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Costumers should implement the SAP Standards along the Application Lifecycle Management utilizing SAP Solution Manager capabilities to address.

© SAP AG E2E040 2-20

Holistic Risk Mitigation Makes Your Projects a Success

Holistic risk mitigation and close collaboration during all project phasesReduction and mitigation of risks with the proven methodology for implementation/upgrade projects and the operational perspective

Implementing the SAP methodology during the implementation/upgrade projects and for the operational change gives you a higher chance for thunder and lightning in the project phases, but you should see the sun when you are going live.

© SAP AG E2E040 2-21

Strategy: Unit Summary

You should now be able to:Explain the challenges during customer engagements and describe the SAP Methodology to support customers proactively in all phases of the live cycle of SAP software

© SAP AG E2E040 2-22

Appendix - Clustered Top 10 Risks

APPE

ND

IX

For your reference:

Clustered Top 10 Risks out of 533 risk in total

© SAP AG E2E040 2-23

1. Customized code instead of standard shipped content2. Missing functions due to local customization3. Missing/poor documentation of business process4. Rebuild or copy of systems5. Requirement and solutions built do not match6. Consultancy services are not SAP product savvy7. Development unaligned with true requirements8. Ongoing development in project9. High volume of interfaces & its complexity10. Blueprint doesn‘t cover all business requirements

SolutionFeasibility

Program /ProjectManagementReadiness


Functional /IntegrationReadiness

ChangeManagementReadiness

TechnicalReadiness

OperationsReadiness

SupportReadiness

1. Risk Assessment - Solution Feasibility

© SAP AG E2E040 2-24

1. Business concepts not fully mapped2. Poor project planning3. Critical path not visible4. Unclear responsibilities and ownership5. Moving targets within project lifecycle6. Request and solution mismatch7. No control procedure/process8. Project phases not aligned with deliverables (unstructured) 9. Project team has limited experience with large project scope/scale10. Inefficient reporting hierarchy (stakeholders not kept in the loop)

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

2. Risk Assessment - Program / Project Management Readiness

© SAP AG E2E040 2-25

1. Multiple system landscapes supported by many complex interfaces2. Large SAP system landscape3. Cross functional process impact unknown4. Missing documentation of legacy system5. Undefined software change management strategy6. Hardware not sized accordingly7. Integration with non SAP products unclear8. Missing transport migration concept9. No cutover strategy for existing systems10. Missing release strategy

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

3. Risk Assessment - Architecture and IT Strategy

© SAP AG E2E040 2-26

1. No integration test planning2. Poor/missing test data3. Business blueprint and solution are not aligned4. Business requirements are not taken into consideration5. Functional tests have not been executed6. Inconsistent testing approach7. Data volume stress testing concept not incorporated8. Job management scheduling control unknown9. Batch job support was not integrated10. Insufficient training for key users

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

4. Risk Assessment - Functional / Integration Readiness

© SAP AG E2E040 2-27

1. Little/No engagement of stakeholders2. Ineffective training for key users3. Ineffective training for end users4. Process adoption from AS-IS state; no optimization/improvement5. Organizational changes are not synergized/aligned within the project6. Change Management process not established7. Scarce business involvement8. Large number of end users had to be trained (>9000) 9. Little project experience to train a large group10. New processes are not adopted within the organization

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

5. Risk Assessment - Change Management Readiness

© SAP AG E2E040 2-28

1. Performance optimization not utilized2. Data conversion runtime3. High additional maintenance after data conversion4. No authorization concept5. Transport path to production not setup correctly6. Possible inconsistencies between Q and P systems7. Unforeseen data growth volume8. Cut-Over Plan not exhaustive9. Job preparation not well executed10. Job scope was underestimated and poorly tested

6. Risk Assessment - Technical Readiness

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

© SAP AG E2E040 2-29

7. Risk Assessment - Operation Readiness

1. No Fall-back strategy2. Modification/ customer own program development led to performance problems3. Volume test confirmed without the full data amount4. No backup concept5. No concept for archiving6. Hardware-sizing was not adopted to change requests7. No planning for performance tests8. Critical batch jobs were not assigned9. Monitoring process for critical processes was not established10. SAP GUI rollout was not in time

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

© SAP AG E2E040 2-30

1. No CCC established for support2. Missing Support structure (> 1000 end-users) 3. Hotlines are always busy4. Message support not responded within SLA5. No clear ownership of support issue6. Not enough support for system administration tasks7. CCC employees not well trained8. Ambiguous error description9. CCC cannot provide a global Support structure (7x24)10. SAP Notes not applied

8. Risk Assessment - Support Readiness

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

© SAP AG E2E040 2-31

© SAP 2008

Managing E2E Solution Operations: Run SAP




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 3-1

© SAP 2008 / Page 1

Contents:Run SAP: The methodology to implement E2E Solution Operations

Run SAP

© SAP AG E2E040 3-2

© SAP 2008 / Page 1

Run SAP: Unit Objectives

After completing this unit, you will be able to:Explain the structure of the Run SAP methodology

Explain the phases of a Run SAP project

Implement E2E Solution Operations using the Run SAP methodology

© SAP AG E2E040 3-3

© SAP 2008 / Page 1

Run SAP: Unit Overview Diagram

Lesson 3: Run SAP Assessment and Scoping Phase

Lesson 4: Run SAP Implementation Phases

Run SAP

Lesson 1: The Structure of Run SAP

Lesson 2: Run SAP Phases

Lesson 5: SAP Services for Run SAP

© SAP AG E2E040 3-4

© SAP 2008

Run SAP Methodology - Overview

Assessment &Scoping

Operations &Optimization

Design Operations

Setup Operations

Handover into Production

OperationalRequirements

Analysis

GovernanceModel for

Operations

Scope Definition

Technical Requirements and

Architecture

Project Setup

End User Support

SAP TechnicalOperations

ChangeManagement

TechnicalInfrastructureManagement

SAP Application Management


TechnicalInfrastructure

Design

End User SupportImplementation


Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation

Custom Code Operations Implementation Custom Code Operations

Operational Enablement

Transition Management

Transition into Production

Sign-Off

End User SupportConcept

SAP Technical OperationsConcept

ChangeManagement

Concept


Concept

Business Process OperationsConcept

Custom Code Operations Concept

© SAP AG E2E040 3-5

© SAP 2008

Assessment &Scoping


Design Operations

Setup Operations



Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

End User Support


ChangeManagement





Design



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation





Sign-Off



ChangeManagement

Concept


Concept



© SAP 2008 / Page 1

Run SAP Methodology

Run SAPPhases

Run SAP Implementation

Run SAP Assessment and Scoping

© SAP AG E2E040 3-6

Run SAP Methodology - What's new in V3?Standards Overview

Assessment &Scoping


Design Operations

Setup Operations



Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

End User Support


ChangeManagement





Design



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation





Sign-Off

Incident Management

Change Control ManagementTest ManagementUpgrade

Solution DocumentationRemote SupportabilityRoot Cause AnalysisSOA Readiness

Business Process & Interface Monitoring and Exception HandlingData Volume ManagementJob Scheduling ManagementTransactional Consistency & Data Integrity

(New) Custom Code Management

System AdministrationSystem MonitoringSecurity



ChangeManagement

Concept


Concept



© SAP AG E2E040 3-7

© SAP 2008 / Page 1

Run SAP Roadmap Delivery

Roadmap ContentWork packages and Topics to each Phase with Description

SAP Best Practices and Implementation methodologies

Service OfferingsSAP Active Global Support SAP Consulting

TemplatesAcceleratorsUseful Links

Project Phases

Run SAP is delivered as a RoadmapWith SAP Solution Manager Content component ST-ICO 150_700 SP14Via Service Marketplacehttp://service.sap.com/runsap

© SAP AG E2E040 3-8

© SAP 2008 / Page 1

Explaining the Roadmap Structure

Project phases

Work packages and topics for each phase

Description of the selected work package or topic

Relevant accelerators, links, services, and best practices

© SAP AG E2E040 3-9

© SAP 2008 / Page 1

Demo

DEM

O

Go to the http://service.sap.com/runsap

Show the current Run SAP Roadmap in the Service Marketplace

Go to TT4 an login

Use transaction /nRMMAIN to show the Run SAP Roadmap in Solution Manager

© SAP AG E2E040 3-10

© SAP 2008

ITIL and the Run SAP Methodology What Are ITIL and the Run SAP Methodology?

The Information Technology Infrastructure Library (ITIL) is a recognized good practices framework for IT service management

Run SAP is a methodology for project-based implementation of a standardized, optimized, and end-to-end (E2E) SAP-centric application operations.

What?

What?ITIL V3 details generic guidelines for IT standards that represent good practices.

Run SAP is a methodology designed to evaluate, plan, and implement best practices for selected SAP support processes.

Run SAP fits perfectly to ITIL because Run SAP is an implementation methodology designed to evaluate, plan, and implement best practices for selected SAP support processes.

© SAP AG E2E040 3-11

© SAP 2008 / Page 1




Run SAP




© SAP AG E2E040 3-12

© SAP 2008© SAP 2008 / Page 1

Run SAP Phases Overview

Assessment &Scoping


Design Operations

Setup Operations



Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

End User Support


ChangeManagement





Design



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation





Sign-Off



ChangeManagement

Concept


Concept



© SAP AG E2E040 3-13

© SAP 2008© SAP 2008 / Page 1

Run SAP Phase Assessment and Scoping

Assessment &Scoping


Design Operations

Setup Operations


Initialize the ProjectCollect the business requirements and the technical requirements for the operational changes. Define the scope. Work with all stakeholders to agree on required features and scenarios, keeping in mind that not all features and scenarios work together.Analyze possible influences of the operational infrastructure.Set up of the project with work packages, time schedule, and resource plan.Analyze the environment. Are organizational changes needed?

The "Assessment and Scope" phase will be described in detail in Lesson "Run SAP Methodology"

© SAP AG E2E040 3-14

© SAP 2008© SAP 2008 / Page 1

Run SAP Phases Design Operations

Design the Operations ProcessesBased on the results of scoping:

Analyze the existing processesAnalyze the current toolsetAnalyze the possible interdependencies between new processes

Produce a blueprint for the processes and an efficient usage of the toolsDesign new operational processes or improve existing onesAdjust the SAP Standards to the needs of the organizationDetermine the tools to be used in the future

Plan the testing of new operational processesDocument the testing approachStart to prepare the relevant test cases

Train the employees for the new processes

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 3-15

© SAP 2008© SAP 2008 / Page 1

Run SAP Phases Setup Operations

Implementation of E2E Solution OperationsRoll out the new processes

Install the required technical infrastructure, for example, SAP Solution ManagerSet up all defined and created scenarios, for instance, register new thresholdsTest the existing and the new operational processes– Does it work as designed?– Are there errors?– Have new interdependencies been uncovered?

Prepare the organization to deploy the new processes and toolsConsolidate the milestones of all activities in the scenario

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 3-16

© SAP 2008© SAP 2008 / Page 1

Run SAP Phases Handover into Production

Assessment &Scoping


Design Operations

Setup Operations


Begin Running E2E Solution OperationsPlan the Going-Live

Plan the transition phaseDetailed plan for cutover

Ensure that the implemented solution and services work as defined and that all technical requirements are met

Validate all test protocols Execute Final testing (also under productive conditions)Minimize risks with Q-Gates

Ensure the support organization is able to manage the solutionOrganize the handover from the project team to operations teamOrganize the support after go-live (Who is responsible? How can that person be contacted?)

© SAP AG E2E040 3-17

© SAP 2008© SAP 2008 / Page 1

Run SAP Phases Operations and Optimization

Operating the Live Solution and Optimizing its OperationDaily operations

Ensure daily operations perform properlyOptimize the new processes and adapt them for new challenges

OptimizationReview existing operations processes and identify opportunities for improvementOptimize the usage of tools; use enhanced functionsFind synergies that help to increase the performance of the organizationControl the successful enablement of the organization and identify opportunities for upskillingEstablish a change circle for inclusion of new requirements to the existing processes

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 3-18

© SAP 2008© SAP 2008 / Page 1

Run SAP - Unit Overview Diagram



Run SAP




© SAP AG E2E040 3-19

© SAP 2008© SAP 2008 / Page 1

Run SAP - Getting Started Overview

Assessment &Scoping


Design Operations

Setup Operations



Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

End User Support


ChangeManagement





Design



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation





Sign-Off



ChangeManagement

Concept


Concept



© SAP AG E2E040 3-20

© SAP 2008© SAP 2008 / Page 1

Assessmentand Scoping

The Methodology of Implementing SAP Standards

Targets?

Stakeholders? Volume?

Packages?Staff?

In general, Assessment and Scoping can be divided in these three parts:

Pre-project phase Project setup

Project environment

Schedule?

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

In the Assessment and Scoping Phase, the foundation for the whole project is built.

© SAP AG E2E040 3-21

© SAP 2008 / Page 1

The Pre-Project Phase

Pre-project phase

Analysis of operational requirementsDefinition of project scopeDetermination of technical requirements Identification of the operational infrastructure architecture

TasksConsensus on project scopeInformation for the project setup is documentedRough idea of budget and scheduleResource requirements identified

Results

The target of this phase is to get an understanding of the facts, the needs, the possibilities, and the consequences of the requirements.

The Pre-Project Phase can consist of one or more workshops and some meetings.

© SAP AG E2E040 3-22

© SAP 2008 / Page 1

Project Setup

Determine the resource requirements (time, funding, people) of each work packageDefine a detailed project planAdjust the plan with the stakeholdersAcquire the necessary resources

TasksDetailed project planBudgetStaffed project teamKickoff meeting

Results

Project Setup

The starting phase of the project has to be carried out by the project manager, together with the stakeholders and the core team of the project.

The objective of this phase is to define the structure of the project.

An official kickoff meeting is recommended to generate an understanding of the project’s objectives.

© SAP AG E2E040 3-23

© SAP 2008 / Page 1

The environment can significantly influence the project:

Should this project be aligned with a development project?Are changes in the organization planned?What is the strategy of the company for outsourcing/out-tasking?Are there technical dependencies to existing solutions? (For instance, HA-Concepts)

The Influence of the Environment

Run SAP Project

Development projects

Organizational changes

Businessstrategy

Daily ops

Environment of the project

© SAP AG E2E040 3-24

© SAP 2008© SAP 2008 / Page 1

Run SAP - Getting Started Operational Requirements Analysis

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

GATHER REQUIREMENTS Check operations against SAP Standards: identify gapsIdentify the stakeholders of business and IT to get their inputDocument legal, statutory, business, and IT-related requirements

Best Practices:Prepare a set of requirements for the specific needs of operationsFacilitate workshops with the stakeholders of the solutionAnalyze and evaluate the requirements to assign them to operational services and SAP standards Record, verify, and evaluate the requirements

Result:Comprehensive documentation including quantitative and qualitative descriptions, with input from all relevant stakeholders

© SAP AG E2E040 3-25

© SAP 2008© SAP 2008 / Page 1

Run SAP - Getting Started: Scope Definition and Scope Management

Scope DeterminationScope Planning Scope Verification

Scope Change Control

Scope DefinitionScope Management

Ongoing

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

IDENTIFY THE PROJECT SCOPE

Scope PlanningDetermine the basic procedure for defining the scopeDefine and document project constraints (budget, pre-existing contracts, strategic decisions such as for outsourcing, and so on)

Scope DeterminationDetail requirements and analyze these based on costs, duration, and resourcesAssociate costs with each requirementPrioritize the requirements with stakeholders

Scope VerificationConfirm the defined scope as complete and correct by stakeholders

Scope Management Monitor how scope is followed during the course of the project.

© SAP AG E2E040 3-26

© SAP 2008© SAP 2008 / Page 1

IDENTIFY IMPACT TO OPERATIONS INFRASTRUCTURENeeded changes in infrastructureOther tools? New licenses?Hardware updates

Best Practices:Analyze the scope of the project under the aspects of operational infrastructureReview the existing infrastructureCross-check the results with the result of Operational Analysis Requirements, as well as the defined project scope

Result:Documented technical infrastructure requirements and architectural needs for the implementation of the end-to-end solution operations

Run SAP - Getting Started: Technical Requirements and Architecture

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

© SAP AG E2E040 3-27

© SAP 2008© SAP 2008 / Page 1

PLAN PROJECT AND NEXT STEPS

Best Practices:Create work breakdown structure (WBS) Develop schedule, including activities, sequencing, duration, budget estimation, and milestones Plan staffing: resources required from both support teams and project teams Plan purchase and acquisitions, contracting services, training, and so on

Result:Work breakdown structure, tasks for the implementation are defined Project plan/schedule with dependencies between the areas Staffing listPurchasing plan in case additional tools, hardware, services, or training are required

Run SAP - Getting Started Project Setup

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

© SAP AG E2E040 3-28

© SAP 2008© SAP 2008 / Page 1

DESCRIBE THE MISSION OF IT OPERATIONSBased on the organization, the standards and the processes (Who?, What? and How?) Encourage initiatives that successfully coordinate business projects -maximizing benefit, reducing costs and complexity, and promotingstandardization Managing and running operations for the SAP-centric solution

Best Practices:Produce a concept of the Organization Model, Standards, Processes and Procedures

Result:A set of guidelines and rules for executing and managing these operations

Run SAP - Getting Started Governance Model for Operations

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

© SAP AG E2E040 3-29

© SAP 2008

Run SAP and Implementation Projects Alignment of Standards

Until the milestone the standard should be in place

Solution DocumentationRoot Cause Analysis

System Administration

Remote Supportability

Change Control Management Test Management

Job Scheduling ManagementBusiness Process Monitoring and Exception Handling

UpgradeEnterprise SOA Readiness

System Monitoring

Incident Management

Transactional ConsistencyData Integrity

Change Request Management

Data Volume Management

SecurityCustom Code Management

The implementation of the E2E Solution Operating Standards should be aligned to the needs of parallel implementation projects.

In this figure, you see the recommended start points (not later than) for the services in an ASAP-Project. Recommended means, that every project has a special situation. This is a pattern - not a fixed order. Every beginning of a bar means that the service is in place, not in design or setup.

© SAP AG E2E040 3-30

© SAP 2008© SAP 2008 / Page 1

Alignment of Standards to the ASAP Roadmap 1

Solution Documentation should not start later than the design phase. SAP recommends to begin in parallel to the design phase with defining the doc-types and doc-standards.

Solution Documentation

This function is needed to make the analyzing of errors between components faster and easier. The standard should be ready not later than the first realization of integration activities; better yet, when implementation starts, to be able to analyze functional problems during implementation. The operations team can be trained in a productive equivalent environment.

Root Cause Analysis

Monitoring should be started with the transition of the solution to the productive environment. It is recommended to define and implement the procedures and tasks in the development environment.

System Monitoring

Remote Supportability is needed during the implementation phase, as any analysis of the system from SAP (consulting, support) requires system access.


© SAP AG E2E040 3-31

© SAP 2008© SAP 2008 / Page 1


Incident Management should be ready as soon as a controlled administrative process of mass-issue handling is required. This is normally needed at the latest during the integration test phase.

Incident Management

If the Change Request Management functionality is needed to manage changes within a development project, the start of Change Request operation should begin with the Realization Phase (Project Change Management). For support of operations, Change Request Management must be established before the Final Preparation phase.


Change Control Management is needed immediately with your first transport in development phase.


You should start with test planning based on business requirements at the latest in parallel to the starting business blueprint phase. Test planning has a strong effect on project planning, planning of development, developer testing, integration testing, regression testing, and acceptance testing. Special environments are needed, special test data is needed as well as well structured test cases and test automation.

Test Management

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Job Scheduling can be done as soon as an estimation of runtimes and resource consumption of the jobs is available. This is normally given during the test phase on a production-like environment.

Job Scheduling Management

Business Process Monitoring and Exception Handling are needed at the start of testing businesses processes (volume tests), at least in the phase of final preparation.

Business Process Monitoring and Exception Handling

Transactional Consistency is normally tested during the integration tests. This is done for the business process, customer programs and interfaces. Therefore, the standard needs to be implemented during the realization phase.

Transactional Consistency

Data Integrity is needed after Go Live, when productive data is created. Data integrity

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Enterprise SOA Readiness means the capability of an organization to support and to operate an enterprise SOA architecture.


The Upgrade standard is relevant during the complete project life cycle. If you perform an upgrade with Upgrade Factory, it will be a separate project -parallel to the Run SAP project.

Upgrade

Ideally, the DVM is already considered during the blueprint phase. Business processes and data management should be designed according to the aspects of data avoidance, data summarization and later archiving strategies.


The Custom Code Management standard is relevant when starting develop custom code. You will get most benefit if you design the code from the beginning of development under the right conditions and rules and with support of measurement.

Custom Code Management

The Security standard reflects some international and national standards that have to be considered during SAP solution design to meet business requirements. The standard needs to be implemented in parallel to the Business Blueprint phase.

Security

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Practice Example: The Charm Company

Charm Company owned a big SAP Solution to sell different servicesThe industry sector has short innovation cycles and so the processes in the SAP Solution have to be adjusted often and irregularly Some people on the business side can generate tasks for development and everybody knows his/her own special developer Every developer is able to transport the changes to test and productive systemRecently, there were some crashes in production At every crash, operations was surprised and also not able to analyze the causes an troubleshoot quickly

Situation

The Management of Charm Company wants to get out of the chaotic situation: "We need flexible changes but it should be possible to process these developments without any system downtime"

Request

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Incident ManagementChange Request ManagementChange Control ManagementTest ManagementSolution DocumentationWith deeper analysis, maybe also System Administration, BPM, and so on

Requirements:Flexible IT and stable IT OperationsControlled, documented, pursuable changesFast troubleshootingIncident ManagementLess crashes with better testing

Charm Company - Assessment and Scoping Requirements Analysis

1. Operational Requirements Analysis

Result: Applicable E2E Solution Standards for the Charm Company

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Charm Company - Result of Requirements Analysis

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup


ChangeManagement

Concept


Concept

Incident Management

Change Request ManagementChange Control ManagementTest Management

Solution DocumentationRemote SupportabilityRoot Cause Analysis

After Requirements Analysis, the above standards and work packages are relevant


Concept


Design


Concept

System AdministrationSystem Monitoring

Business Process Monitoring and Exception HandlingData Volume Management; Job Scheduling ManagementTransactional Consistency & Data Integrity

Work packages Assigned Standards

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Charm Company - Assessment and Scoping Scope Definition and Tech. Requirements

Discussion with StakeholdersHow can we get quick wins?How about cost-benefit relations?Effort estimation against the budget

Result, signed by StakeholdersThe Standard Change Request Management will be implemented

SAP Solution Manager already usedNeed for high availability of operating infrastructure?Additional Hardware or Software needed?

2. Scope Definition

3. Technical Requirements

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End User Support


ChangeManagement






Concept

ChangeManagement

Concept


Design


Concept


Concept



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation

Knowledge Transfer and Certification

Final Testing


Handover and Sign-Off

Charm Company - Result of Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

Change Request ManagementChange Control ManagementTest Management

The result of scoping is the decision to implement only Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


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Making the plan with MilestonesDefine Change Process with Roles and ResponsibilitiesImplementation and Set UpRoll-OutTrain the Teams

The Charm Company has no special governance rules Should new roles and standards be defined?

Charm Company - Assessment and Scoping Governance and Project Setup

There is no development project in parallel. The Run SAP project does not have to be aligned to another projectThere is no upgrade plannedThere is no organizational change planned

4. Governance Model for Operations

6. Project Setup

5. The Environment of the Project

Getting the BudgetStaffing the People

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Run SAP




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Run SAP: Implementation Phases - Overview

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition


Architecture

Project Setup

End User Support


ChangeManagement





Design



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation





Sign-Off



ChangeManagement

Concept


Concept




Design Operations

Setup Operations


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Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition

Plan Solution Transition to eSOA


Architecture

Project Setup

Design Operations

Setup Operations


Run SAP Implementation

Which standards will be implemented are determined during the Scope Definition work package, and their implementation is planned during the Project Setup work package. The implementation of each SAP standard follows a specific implementation methodology.

For each standard, the Run SAP roadmap provides:Best-practice procedures on how to run the individual tasks

Explanations on which SAP Solution Manager functionality should be used

Proposals for useful Key Performance Indicators to measure success

Available training to support the adoption of the standard

Direct links to related services of SAP Consulting and SAP Active Global Support to get the right experts to implement the standards if needed

End User Support


ChangeManagement




Custom Code Operations


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The Charm Company - Implementation of Change Request Management

Use the Implementation Methodology to define:The Change Management ProcessNecessary roles in this processThe detailed workflowKPIs, for instance the amount of downtime after changes per monthThe authorization concept for the processIf needed, interfaces to other processes or to a crossover Change Management Process outside the SAP Solution

Produce a test concept with scenarios and test cases for the new processStart to train the staff affected by the new process and the new toolMake a detailed plan for roll-out

Design the Process of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


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Customize the Change Request Management in the SAP Solution ManagerDefine the specified roles with the right authorization rules in the SAP SolutionTake the test concept and test the functionality and performance of the workflowSet up tools and procedures to measure the KPIsInstruct the staff with the real process in a test environment or in a pilotStart the roll-out

Setup the Process of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


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Plan the transition phase (already in parallel to setup phase)Make a Cut-over plan for the actual migration and the day of the go-live Use Q-Gates:

Check the test protocols from setup-phaseCheck, if all required documentation is delivered from project-team

Check, if the support organization is able to manage the SolutionOrganize a handover from the project team to operations teamArrange the support for the operations team after go-live

Handover the Process of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


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Operate the new Change Request Management ProcessMeasure and analyze the KPIs for the process, for instance: Did observe unplanned system downtimes after changes?Analyze the experiences with the process. Are there potential to improve it?Have all participants accept the process?Start a cycle to optimize the process

Operate and optimize the Process of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


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Run SAP




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Global Run SAP Core Service Overview

Assessment &Scoping

Design of Operations

Setup ofOperations

Handoverinto Production

Operations andOptimization

Training & Certification

Run SAP Scope Assessment/ SAP Solution Operation Assessment(Know-How Transfer, detailed SWOT-Analysis, Project plan)

SAP Upgrade Assessment(AGS & Upgrade factory)

CoE Assessment & Scoping Service

Setup Incident Management ServiceSetup Change Management ServiceSetup Software Change Management ServiceSetup Test Management ServiceSetup Root Cause Analysis ServiceSetup Solution Documentation ServiceSetup Remote Support Service

Setup Business Process Monitoring ServiceSetup Data Volume Management ServiceSetup Job Scheduling Management ServiceSetup Data Integrity ServiceSetup System Monitoring ServiceSetup System Administration Service

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Global Run SAP Core Service Design, Setup & Operations Service Packages

For each SAP standard a global core service from a SAP is available

Depending on the region the service portfolio for a Run SAP project can be specifically aligned to the customer needs

Selection of Services Offering/DeliveringScope Assessment

Assessment Service

ServiceOffering

ServiceOffering

ServiceOffering

ServiceOffering

ServiceOffering

ServiceOffering

ServiceOffering

ServiceOffering

ServiceOffering Service

Service

Service

Service

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Run SAP Curriculum - Methodology and E2E Solution Operations Courses

Level 1 Methodology Level 2 Standards

Business ConfigurationSMI310 (3d ILT): SAP Solution Manager: Implementation Methodology and Tools in Detail

Business Continuity

Quality Management E2E060 (3d ILT): Customer Center of Expertise

E2E040 (2d ILT): Run SAP – End-to-End Solution Operations

How to Use How to Configure

E2E100 (5d ILT): E2E Root Cause Analysis

E2E200 (5d ILT): E2E Change Control Management

E2E220 (3d ILT): Test Management

E2E300 (5d ILT): Solution Support Business Process

E2E400 (3d ILT): Technical Upgrade Management & Unicode Conversion

E2E500 (3d ILT): Custom Development Management

Application Management & Tech Operations



Program Management Office

Custom Development

SM100 (5d ILT): SAP Solution Manager for Operations of SAP Solutions

SM200 (5d ILT): SAP Solution ManagerChange Request Management

SM300 (3d ILT): SAP Solution Manager Business Process Monitoring




ILT: Instructor-Led Training

E2E040

Run SAP: motivation, overview, tools, and methodology

E2E implementation roadmap

Skills, Processes and Tools in the E2E Solution Support and the SAP IT Service and Application Management

SAP Solution Manager as an E2E application platform and collaboration hub

E2E100

Perform End-to-End Diagnostics to isolate the component causing the problem in a heterogeneous IT landscape

End-to-End Root Cause Analysis: motivation, overview, tools, and methodology

Diagnostics approach

Incidents clarification

Pro-active monitoring and alerts; monitoring methodology; infrastructure overview

IT reporting

E2E 200

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Understand the value of End-to-End Change Control Management

Leverage the SAP Solution Manager as application platform

End-to-End Change Control: motivation and strategy

Skills, processes and tools change analytics

Change request management

Change deployment

E2E300

concept of End-to-End Business Process Integration and Automation

Understand the different areas and respective SAP tools within integration and automation

Skills, processes and tools

Business process management and analysis

Integration management

Performance and data volume management

E2E400

Upgrade challenges and success factors

Understand the major technical risks and challenges within an upgrade project

Understand the concept of SAP Safeguarding for Upgrade

SAP Upgrade: challenges and success factors

SAP Safeguarding for Upgrade and Collaboration with SAP

© SAP 2008© SAP 2008 / Page 1

Run SAP: Unit Summary

You should now be able to:Explain the structure of the Run SAP methodology

Explain the phases of a Run SAP project

Implement E2E Solution Operations using the Run SAP methodology

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Managing E2E Solution Operations: Standards Overview




Introduction

Strategy



Root Cause Analysis


Incident Management

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Standards Overview

Contents:Details of the SAP Standards for Solution Operations

Assignment of standard owners as proposed by the organizational model for solution operations

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Standards Overview: Unit Objectives

After completing this unit, you will be able to:Explain the SAP Standards for Solution Operations

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Organizational Model for Solution Operations in Companies

BUSINESS

Global Business ProcessChampion

Regional Business ProcessChampion


(PMO)End User,Key User


BusinessProcess Operation

Custom Development SAP Technical Operations

IT Infrastructure

IT

The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model. Multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.

Business Champions:

Located in the business unit, the business process champion is the expert on the process requirements, implementation, and continuous improvement.

Due to profound knowledge of the business processes, the business process champion is often the only resource that can resolve exceptions in business execution.

End users:

End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities.

End users and key users are the first line for troubleshooting and feedback to the entire IT operation.

Program Management Office:

The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation, and continuous improvement of the business processes in the solution landscape.

All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape.

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Application Management:

The Application Management organization is the key interface between business and IT departments.

End-users, key-users, and the program management office use the services of IT for a wide variety of tasks.

Custom Development:

Custom development primarily adapts SAP standard applications and interfaces to specific business needs. This includes a variety of development tasks covering application customization, interface development, and custom code development to address the business requirements.

In this way, custom development is involved in many of the SAP solution operations standards, such as change request management, change control management, upgrades, eSOA readiness, or root cause analysis.

Business Process Operations:

The focus of business process operations is geared towards business critical processes. Seamless business operations require a reliable data flow between the units.

Technical Operations:

The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape so as to maintain and operate a successful IT infrastructure for the application landscape.

The key role for SAP technical operations is the system administrator.

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Custom Code ManagementCustom Development

Affected/Owner Key Standards and Practices

End User, Key User Incident Management

Business Process Champion

Exception Handling, Data Integrity


Change Request Management, Upgrade, enterprise SOA Readiness , Testing

Application Management Root Cause Analysis, Change Control Management, Solution Documentation, Remote Supportability


Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency

Technical Operations System Administration, System Monitoring

The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.

Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services that support the adoption of the standard.

Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.

This assignment of roles as owners of the E2E solution operations standards is used as a criterion for sequencing the standards.

However, this assignment of owners may differ from customer to customer.

© SAP AG E2E040 4-6

More on E2E…

E2E050 e-learning "E2E050 Solution Scope and Documentation”

SAP Service Market placehttp://service.sap.com/e2ehttp://service.sap.com/diagnosticshttp://service.sap.com/changecontrolhttp://service.sap.com/bpmhttp://service.sap.com/runsaphttp://service.sap.com/supportstandards

Further [email protected]

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Standards Overview: Unit Overview

Lesson 5: SAP Standards for Business Process Operations

Lesson 7: SAP Standards for Technical Operations


Lesson 1: SAP Standards for End User, Key User

Lesson 2: SAP Standards for Business Process Champion

Lesson 3: SAP Standards for Program Management Office

Lesson 4: SAP Standards for Application Management

Lesson 8: Customer Example, Case Study

Lesson 6: SAP Standards for Custom Development

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Incident Management

The incident management standard:Defines processes and tools to manage the collaboration between the involved parties to resolve incidents efficiently

Helps customers to accelerate incident resolution

The service desk in SAP Solution Manager is SAP’s tool to manage incidents

Risks :Negative impact on functionality or availability of critical processes during issue resolution

Less availability of the IT solution

Incidents in operations of mission-critical applications can cause severe business loss if they are not properly managed, their root cause identified, and the corrective action taken.

When a disruption occurs that prevents an end user from performing his/her tasks in the IT solution, the end user has to describe, categorize, and prioritize the incident.

Key users provide first-level support.

End users and key users play a crucial role, since both are the main receivers of the services provided through all IT activities.

End users and key users are the first line of troubleshooting and feedback to the entire IT operation.

Consequently, incident management is the primary standard for this role.

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Exception Handling

Exception Handling StandardDuring operations, exceptions may arise within business applications.

The exception handling standard explains how to define a model and procedures for an efficient handling of exceptions and error situations.

Risks:Uncaught or “hidden” exceptions may impact the acceptance of an IT solution

Less availability of the critical applications (loss of time and money)

Poor performance

Increases costs of operations

The business process champion and the responsible business process operations team have to define a model and procedures for handling exceptions and error situations during daily business operations.

These procedures describe what proactive monitoring activities have to be executed to detect business-critical exception situations and what corrective actions are required in the given context.

The procedures also describe who is responsible for certain activities in the business process operations team or the business department.

The execution of these procedures can be supported by monitoring and alerting tools.

As the business units and the IT organization implement the business processes together, the business process champion is another key role in the organization of the customer.

Located in the business unit, the champion is the expert on the process requirements, implementation and continuous improvement.

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Data Integrity

The goal of the data integrity standard Avoid data inconsistencies in end-to-end solutions.

Create 100% transparency with regard to potential root causes for data inconsistencies.

Cover several areas from application design principles to monitoring and CIO level reporting.

Risks:Inconsistent data

Incorrect decisions base for the top management

With his/her profound knowledge of the business processes, a business process champion is often the only resource that can resolve exceptions in business execution and potential resulting data inconsistencies.

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The change request management standard provides transparency of Software and customizing changes

The project history

The involved roles and departments.

Change request management is closely related to the change control management standard owned by the application management organization.

The program management office is responsible for managing and implementing all types of application change requests with minimal risks using proven and standardized methods and procedures.

DEV QAS PRD

Risks :No transparency about sequence of the changes for a project

Changes to production are not documented

Without workflow/approval: Untested coding might be transported to production

Poor performance/Unplanned outages due to application issues

The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation, and continuous improvement of the business processes in the solution landscape.

All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office.

This office is responsible for managing everything from day-to-day changes and adaptations, to all release planning and major infrastructure technology shifts.

Moreover, these activities must be aligned with all stakeholders.

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Testing

The Integration Testing standard defines how to perform end to end integration testing of SAP Solutions via SAP and integrated 3rd party test toolsSAP will focus on

Risk-based test scope identification for New SAP Solution as well as for SAP Solution Updates

Change Impact Analysis for, for example, SPs, EhPs and Test Planning

Third-Party Test Suites like HP will provide tools for automated testing

Interfaces between SAP Test Planning and Third-Party Test Automation (HP, Compuware,..)

Risks :Inefficient test procedures

Transport and functional issue due to SAP version inconsistencies

Business requirements not met due to untested features/functions

Test Process

From change events and change impact analysis, through test planning and test execution, to deployment of changes in the production system

Test Capabilities

SAP Solution Manager acts as a central point of access to SAP and third-party test capabilities as well as additional capabilities like E2E Integration Validation and defect management

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Upgrade

The upgrade standard guides customers and technology partners through the upgrade project to manage major challenges with:

project management

efficient testing

minimization of downtime

adaptation of applications and modifications

knowledge transfer to end-users.

Risks :Go-live might be endangered by insufficient projectplanning

Unplanned downtime due to upgrade issues

Changes to production are not tested properly

Low end user acceptance

SAP provides guidelines on how to perform upgrades for single application components.

However, each upgrade must be an integral part of the overall corporate IT strategy, covering the end-to-end landscape of an SAP-centric solution, including hardware, operating systems and database releases, as well as, file system and storage subsystem versions.

During each phase of the upgrade, careful attention needs to be paid to business continuity, management of changes, system landscape adjustment, and system downtime.

The standard upgrade project consists of five phases.

project preparation phase

upgrade blueprint phase

upgrade realization phase

preparation for cutover phase

production cutover & support phase

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Technical readinessof applications to drive necessary harmonization and consolidation for eSOA

Centralized governanceTo take full advantages of enterprise SOA: flexibility, innovation, and TCO reduction via centralized governance for the re-usability of Web services

Organizational readinessCustomers have to be able to develop and support a service-oriented architecture.

Risks :No TCO reduction with new technologies

Slow/No adoption of business processes

The enterprise SOA readiness standard guides customers on the successful path to enterprise SOA. It addresses both technical and organizational readiness:

Technical readiness means

transparency of the current implementation of applications

Centralized governance of all enterprise SOA scenarios is a key prerequisite for achieving the advantages of enterprise

In addition to technical readiness, organizational readiness is equally important. Customers have to be able to develop and support a service-oriented architecture. Some roles, such as the business process champion, must build up new skills to establish and cover new processes, reflecting that business and IT will grow together.

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Root Cause Analysis

The root cause analysis standard defines how to perform root cause analysis end-to-end across separate components and technologies.SAP recommends using Solution Manager diagnostics capabilities for root cause analysis Same standardized tools for:

Customer

Partner

Independent software vendor (ISV)

SAP

Risks :Inefficient issue resolution

Unplanned down time due to “uncaught” exceptions and issues

SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.

SAP Solution Manager 7.0 features four cross-component diagnostics capabilities:

E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked; today it does not work. What has changed?“)

E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape

E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape

E2E Trace Analysis: Records the activity of a single user or a single process in detail

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The standard covers two major areas of change control:

Risks:No documentation of deployed changes

Inefficient issue resolution due to unclear impact of changes

Business requirements not met due to untested features/functions

Unplanned down time due to “uncaught” exceptions and issues

Change deployment:Holistic view of an application change in a solution to ensure that all components are tested and released together, even if they are based on different technologies.

Change diagnostics:identifyingcontrollingmaintainingverifying the versions of configurations and the values of parameters of the solution landscape components.

This standard addresses the deployment and the analysis of changes to ensure that changes are executed without disruption to the ongoing business.

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Solution Documentation

The Solution Documentation standard defines the required documentation and reporting regarding the customer solution. Objects to be documented:

Processes for solution operations

Solution landscape

Jobs

Reports and programs

Interfaces

SLAs

KPIs

Risks:No documentation of landscape and software components

Inefficient issue resolution due to unclear landscape setup

Inefficient implementation planning due to lack of landscape knowledge

As solution landscapes are maintained and adapted to meet the business demands, planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. This is the focus of the solution documentation standard.

The key to successful landscape planning and operation is an accurate and complete description of the solution landscape itself with all business processes.

All reporting is based on this fundamental information, for example, issue reporting.

This information is valuable to the various departments at the customer. Moreover, experts from SAP can utilize this information base.

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To enable SAP experts to help customers in critical situations, remote access to the customer IT solution landscape has to be provided.Advantages for customers:

reduce costs

faster analysis and resolution of issues

accelerates the delivery of support services

increased availability of their solution

Risks:Unplanned down time due to inefficient analysis and resolution of issues

Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions.

The customer support infrastructure must give external experts remote access to the required tools and information at the customer.

To provide efficient support, the system landscape must have a central access point that can be used to acquire specific information on the solution and quickly access the required tools.

Which application or technology is used to provide a service is irrelevant; what matters is that the service is standardized. Only in this way can services be offered efficiently.

To secure the smooth operation of business processes across different systems and quickly discover the cause of interruptions, an efficient support infrastructure must cover not only single applications but the complete customer solution.

Safe access must be guaranteed to ensure that incorrect changes are not made to the system and to reduce the risk of a problem. This can be achieved by following the authorization concepts of the individual applications.

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Business Process and Interface Monitoring

The business process and interface monitoring standard supports:The monitoring of the mission-critical business processes

Customers to identify problems preventively

Business process monitoring includes:Monitoring activities

Alert and problem detection

Notification of experts

Error handling procedures

End-to-end root cause analysis

Interface monitoring includes:Monitoring activities of interfaces

Legacy environments

Risks:Inefficient analysis and resolution of issues

Unclear responsibilities for processes

Unplanned downtime for business processesand solutions

The business process and interface monitoring standard supports the monitoring of the mission-critical business processes, enabling customers to identify problems before they become critical or disruptive for the business.

Today’s system landscapes are often decentralized and consist of various interfaces to different systems, legacy environments, where customers and vendors use different technologies.

All those interfaces need to be monitored in terms of processing errors, backlog situations, and performance.

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The data volume management standard defines how to manage data growth by avoiding data creation, deleting data, summarizing, and archiving data.Business process operations owns the data volume management standard. If the process identifies data to be reorganized or archived, these tasks are performed by SAP technical operations or IT infrastructure.

Risks:Increasing hardware costs (without need)

Negative performance impact

Due to the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible, data volumes are growing and growing.

Simply adding additional disks to storage area networks (SANs) and storage subsystems over time generally worsens the situation.

Data volume scoping is the starting point of Data Volume Management. A detailed look at a customer’s systems identifies the major pain points and gives an outlook on the most beneficial measures to take when implementing a data volume management strategy.

Data volume reporting lists the archiving activities already performed and identified additional reduction potential.

Reaching a “steady state” – that is the balance between additional new data and archived data – is definitely an SAP standard that is required to run SAP within given service level agreements over a longer period of time.

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The job scheduling management standard explains the following activities:planning

creating

documenting

testing

scheduling

running

monitoring

Risks: Inefficient analysis and resolution of issues

Unplanned downtime due to a critical business process fails

Poor dialog performance due to poor job planning

The job scheduling management standard explains how to manage the planning, scheduling, and monitoring of jobs.

The standard also recommends setting up a dedicated team for job scheduling management as part of the business process operations or support organization. This team is responsible for the central management of the job schedule concept.

Job scheduling management is owned by business process operations, which executes the required tasks mainly in cooperation with the business process champion and SAP technical operations.

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Transactional Consistency safeguards data synchronization acrossapplications in distributed system landscapes.SAP provides:

Best practices for check routines

Consistency reports

Procedures for synchronizing transactional data.

Risks:Unplanned downtime caused by inconsistent data

Wrong decisions based on poor data quality

No end user acceptance due to poor data quality

In the early IT days, transactional consistency and correctness was assured by the fact that there was an application architecture with one system, one disk sub-system, and one database. Commit cycles ensured the completeness of transactions at any time.

In today’s distributed system landscapes, transactional consistency cannot be assured anymore. Different business process “leading” systems require data synchronization across applications. Several databases, on disk and in memory, have consistent states within themselves, but not across the units. On the sub-system level, data is stored across several storage systems.

To summarize today’s situation: within distributed system landscapes there is no synchronization point across systems within the business landscape (end-to-end) anymore that ensures data consistency and correctness.

By applying the transactional consistency standard, customers lower the risk for data inconsistencies across the different business applications.

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Custom Code Management

Custom Code Management gives SAP customers a clear guidance for Custom development (for example, development rules) and quality assurance.SAP provides:

Best practices for maintaining custom coding

Understand the structure (purpose & context) of custom code and customer development processes

Tools and procedures to improve custom code quality

Risks:Instability of custom solutions – Difficult to maintain and support custom solutions

Uncertainties to

predict and control coding quality

evaluate development efforts

evaluate impact on upgrade projects

The major topics of governance of Custom Code Management (CCM) are definition of roles and responsibilities, as well as guidance for development rules and tasks. The goal is to integrate a CCM-governance into the overall governance model for SAP solution operations

Guidelines und standards in combination with leadership, organizational structure and processes enables Custom Development (CD) to contribute in extending the business ‘enterprise’ strategy and objectives.

© SAP AG E2E040 4-29

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The system administration standard describes how all SAP technology must be administered to run a customer solution efficiently. Administration tasks are mainly executed locally, but can be accessed and triggered from a central administration system. This allows a unified access to all SAP technologies.

Risks:Unstable systems due to wrongconfiguration

Unplanned downtime due to unclearadministration processes

Low end user acceptance due to system unavailability or poor performance

SAP technology comprises: SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, and Duet Middleware.

The typical tasks of system administration include starting and stopping systems, applying changes to technical configuration, performing imports and/or applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, running system diagnostics, managing jobs, and performing backups and recovery.

© SAP AG E2E040 4-31

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System Monitoring

The system monitoring standard covers monitoring and reporting of the status of IT solutions.To provide transparency to the business units, IT has to report:

Service levels

Capacity trends

Solution quality on a regular basis.

Risks:Inefficient analysis and resolution of issues due to missing monitoring data

Unplanned downtime caused by “hidden” incidents

Poor operative planning (for example, capacity planning) due to missing monitoring data and IT reports

While root cause analysis is aimed at problem resolution, system monitoring detects incidents automatically.

When agents report diagnostics data that exceeds thresholds defined in a central alert framework, alerts are sent to the responsible experts in IT so that they can take corrective action.

If the required corrective action is not obvious, end–to-end root cause analysis has to be performed to resolve the incident.

System monitoring has an open bi-directional interface to send and receive alerts to and from third-party monitoring infrastructures. These monitoring infrastructures may be used by organizations to which a part of IT tasks have been outsourced or out-tasked.

Based on all data available in diagnostics, web reports are defined that focus on service levels, capacity trends or solution quality.

Reports are generated automatically and broadcasted to defined recipients in the customer business or IT organization.

To fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.

© SAP AG E2E040 4-32

© SAP 2008

Customer Situation

Hopp'n Malt AG

PhiladelphiaHeidelbergTokyo

Headquarters

FranchiseProductionSales

DivisionsOrganizationThree Divisions: Sales, Production, FranchiseAll Division have their own IT-SystemsIT Systems are maintained regional and centralCore functions are maintained by Core Operations Team in EuropeProjects are planned and executed from IT-teams in Europe

Systems of Beverage SalesCRM: Customer Contac and Customer OrderERP: Sales Order Management

BusinessSales of beverages (mostly beer)Various plants in 3 regions worldwideTokyo, Heidelberg, Philadelphia

Our Customer is the big global brewery Hopp’n Malt AG with subsidiaries in many countries worldwide.

The core business of the Hopp’n Malt is the sales of beverages, mostly beer, which is also brewed in various plants belonging to the group.

The corporate group has set up 3 divisions: beverage sales, beverage production and franchising. All 3 divisions have their own IT systems that will be maintained by a core IT operations team.

Due to the regional orientation of the 3 headquarters; Heidelberg, Tokyo, and Philadelphia (see figure above), a high availability (6x24) of the systems is essential. The landscape is not out-sourced. The IT operations of this landscape are done partially regionally, however some core tasks are also done centrally in Germany.

© SAP AG E2E040 4-34

© SAP 2008

Situation of Support Organization before Implementing Solution Operation Standards

IT SystemsHigh availability of the IT systems (6x24) Systems are hosted from the company itself

Support OrganizationTickets of Incident Management are held in a legacy ticket systemIncident-Management has three Levels

first and second level is provided local and regionalthird level is provided central from Europe

SAP Solution Manager (SM) is used up to now forBusiness Process MonitoringSystem MonitoringCreation of Early Watch Alerts ReportsIncident Management, but only to keep tickets sent to SAP in sync

Technology ExperienceUp to now are all SAP-Systems ABAP-based

Future VisionAn organizational realignment is planned, because North American sales have increased significantlyThe EP/BI-Implementation projects will be done in virtual joint implementation project teamsManagement started a project called "IT-Ready" to tune up operations as a subproject to the implementation projects

© SAP AG E2E040 4-35

© SAP 2008

Situation of Support Organization (Before the Run SAP project)

BUSINESSGlobal Business Process

Champion


Program Management Office (PMO)

End User,Key User



IT Infrastructure

IT

Support Struct.1st LevelIncident Mgmt.2nd LevelIncident Mgmt., Problem Mgmt.3rd LevelProblem Mgmt., functional Experts

The support organization for incident management is set up in three levels. While all regions will perform a first and second level analysis and support of upcoming incidents, only in Germany is a third level support for problems established.

© SAP AG E2E040 4-36

© SAP 2008

SAP Standards Affected by the Run SAP Implementation Project

Owner/affected Key Standards and Practices

End User, Key User

Incident Management


Change Request Management, Testing


Root Cause Analysis, Change Control Management, Solution Documentation, Remote Supportability


System Administration, System Monitoring

The SAP Standards taken into account by the Run SAP implementation project at Hopp’n Malt

© SAP AG E2E040 4-37

© SAP 2008

Changes to the Application Management (After the Run SAP Project)


Champion



End User,Key User



IT Infrastructure

IT

Application ManagementQUALITY MANAGEMENT

Segregations of dutiesTwo Quality Manager roles in the Quality Advisory BoardOpen a quality gate that is separate from transporting changes

Quality Advisory Board

Changes to the Application Management organization at Hopp’n Malt - After the Run SAP project

A Quality Advisory Board manages changes centrally.

Managing quality gates is separated from transporting changes.

© SAP AG E2E040 4-38

© SAP 2008

Changes to the Support Organization (After the Run SAP Project)


Champion



End User,Key User



IT Infrastructure

IT

Application ManagementQUALITY MANAGEMENT

Support Struct.1st LevelIncident Mgmt.2nd LevelIncident Mgmt., Problem Mgmt.3rd LevelProblem Mgmt., RCA, functional Experts

© SAP AG E2E040 4-39

© SAP 2008© SAP 2008 / Page 1

Standards Overview: Unit Summary

You should now be able to:Explain the SAP Standards for Solution Operations

Understand the assignment of standard owners as proposed by the Organizational model for solution operations

© SAP AG E2E040 4-40

© SAP 2008

Managing E2E Solution Operations: Incident Management




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 5-1

© SAP 2008 / Page 1

Incident Management

Contents:SAP Incident Management using SAP Service Desk

© SAP AG E2E040 5-2

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Business Process Operations: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics of SAP Incident Management using SAP Service Desk

© SAP AG E2E040 5-3

Incident Management in SAP Solution Manager: Service Desk

Customer

SAP ServiceMarketplace

SAP

or

SAP Support

3

Forwards

Message

Provides

Solution

4Provides

Solution

Finds

Solution

2

Searches for

Solution

Provides

Solution

1

Creates

MessageEnd User SolutionSupport

SAP systemSAP

Solution Manager

Customer'ssolution database

SAP Notes databaseService productsBest practices DB

The SAP best practice for Incident Management is to use the Service Desk in SAP Solution Manager.

The maintenance contract includes the Service Desk for managing incidents within SAP scope.

Unlike any other ticket system, the Service Desk collects the context of an incident from Web Application Server, and is strongly integrated with the SAP Service Marketplace (part of the SAP service backbone).

© SAP AG E2E040 5-4

© SAP 2008

FunctionalityCustomerSAP

Creation and Management of Incidents

Service Desk

Issue ManagementDocument Issue Fuzzy complaint

Report single incident(s)related to Issue

Process and resolveincident

Notes search in theSupport Portal Solution Database

© SAP AG E2E040 5-5

© SAP 2008


Collaborative Identification of Root Cause

Solution Manager Diagnostics

Issue Management

Request Expert knowledge

Document Issue Fuzzy complaint




Process Issue further

Root-cause-analysis

Service Desk

© SAP AG E2E040 5-6

© SAP 2008


Resolution of Problem

Solution Manager Diagnostics

Issue Management

Q-Gate Management

Test Management

Root-cause-analyses

Request Expert knowledge

Document Issue Fuzzy complaint

Request change

Plan, assess & approvechange

Implement and testproposal

Change goes live

Complaint is resolved




Process Issue further

Issue Management

Q-Gate Management

Service Desk Issue Mgmt

Service Desk

© SAP AG E2E040 5-7

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Demo

DEM

O

Go to the Solution Manager TT4 via “http://twdfXXXX.wdf.sap.corp:8000/sap/bc/webdynpro/sap/ags_workcenter/”

Show the work center “ Incident Management” in TT4

Central Tasks

Create and process incidents

Search SAP Notes

Customer Solution Database

Reporting

Work Center Capabilities

View and filter incidents

Notes search launch

Solution Database maintenance

Service Level reporting

Link to change request management

© SAP AG E2E040 5-8

© SAP 2008 / Page 1

Incident Management: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics of the SAP’s Service Desk tool for Incident Management in Solution Manager

© SAP AG E2E040 5-9

© SAP 2008 / Page 1

Incident Management : Unit Summary

You should now be able to:Explain the characteristics of the SAP’s Service Desk tool for Incident Management in Solution Manager

© SAP AG E2E040 5-10

© SAP 2008

Managing E2E Solution Operations: Business Process Operations




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 6-1

© SAP 2008 / Page 1


Contents:Job Scheduling ManagementBusiness Process and Interface MonitoringBusiness Process Performance OptimizationData Consistency and Data Volume Management

© SAP AG E2E040 6-2

© SAP 2008 / Page 1

Business Process Operations: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics and activities of Job Scheduling Management Describe the goals and processes of Business Process and Interface MonitoringExplain the methodology and benefits of Data Volume Management

© SAP AG E2E040 6-3

What is New in Solution Manager Enterprise Edition (EHP1/SP18)

Manage Job Scheduling with Job Request:Integrated process from job request over Service Desk to job documentation and Business Process Monitoring

Central Job Scheduling:Job documentation in SAP Solution Manager integrates with standard SM36 as well as SAP Central Process Scheduling by RedwoodDisplay job status and job log of connected remote systems

Job Import into Job Documentation:Search for jobs in remote systemsAutomatic creation of job documentationAutomatic import of job schedule parameters into documentation

Features and functions in Solution Manager EhP1 might be not available for all customers.

These are the new features related to Business Process Operations

© SAP AG E2E040 6-4

© SAP 2008

Run SAP Curriculum: Methodology and E2E Solution Operations Courses



Business Continuity














Custom Development


SM200 (5d ILT): SAP Solution Manager Change Request Management





E2E300 is a 5 days expert course that present more details how to use Business Process Operations

SM300 is a 3 days expert course that present more details how to setup and configure Business Process Operations

© SAP AG E2E040 6-5

© SAP 2008 / Page 1

Business Process Operations: Unit Overview


Lesson 1: Solution Documentation

Lesson 2: Job Scheduling Management

Lesson 3: Business Process and Interface Monitoring

Lesson 4: Business Process Performance Optimization

Lesson 5: Data Consistency Management

Lesson 6: Data Volume Management

© SAP AG E2E040 6-6

© SAP 2008 / Page 1

SAP System Landscape Directory

System Landscape Directory

System Catalog: Landscape Description

Physical View: Technical System

Logical View: Business System

Software Catalog: Component Information

Product

Software Component

SAP Systems Data Supplier

Registered automatically

Third PartySystems

Maintained at customer site

Third PartyProduct &Software

Component

Maintained at customer site

Maintained at SAP

Update

MasterComponentRepository

Component Types

Landscape Patterns

Possible Combinations

The SLD is running in the JAVA stack of an SAP double-stack system or as a JAVA standalone system.

At the SAP site, a Master Component Repository mirrors the data from the SAP Product and Production Management System (PPMS). Therefore, the Master Component Repository contains up-to-date information about all available SAP products and their dependencies.

The content of the Master Component Repository is published on the SAP Service Marketplace so that customers can update their individual component information. The content updates are available as delta files.

Customers can add additional information about third-party products and their own development activities that are in operation by them into their individual component information of their own System Landscape Directories.

The landscape description contains information about all systems and the installed products / components at customer‘s site.

Applications and tools (installation, administration, and so on) use information from the System Landscape Directory as a central information provider.

Based on following industry standards of the Distributed Management Task Force (DMTF):

Common Information Model (CIM)

Web-Based Enterprise Management (WBEM)

You can access SLD by pointing a browser to http://<server>:<port>/sld (where <server> is the SLD server and <port> is the J2EE HTTP port). You will be prompted for a user name and password.

© SAP AG E2E040 6-7

© SAP 2008 / Page 1

Information Stored in SLD

Landscape DescriptionTechnical LandscapeLandscapesBusiness Landscape

Component Information

SLD is part of the J2EE Engine and can be reached like this: http://<server_name>:<http_port>/sld

It contains the following parts:

Landscape Description

Technical Landscape

Business Landscape - Business Systems are logical systems that function as senders or receivers within the SAP NetWeaver Exchange Infrastructure. A Business System is always associated with a technical system.

Component Information

Name Reservation

Namespaces (done only by administrators)

Single names (done only by administrators; developers perform this task in the SAP NetWeaver Developer Studio)

© SAP AG E2E040 6-8

© SAP 2008 / Page 1

Solution Manager

Managed systems

SMSY Landscape model (ABAP)

Solution Manager - IT Governance –

(ABAP)

Solution Manager - Diagnostic –

(J2EE)

SMD Landscape model with embedded pseudo SLD (J2EE)

ABAP based component

J2EE based component

Unmanaged component (C/C++, Java standalone, …)

SLD Data Supplier (SLDREG)

SLD Data Supplier (J2EE)

SLD Data Supplier (ABAP)

CIM via RFC (push)

CIM via HTTP (push)

RFC calls (push)

RFC calls (pull)

Managing system

Local SLD (J2EE)

Remote SLD (J2EE)

Landscape Modeling in Solution Manager

5

4

1

2

3

6

1

2 3

4 5

6

(1) ABAP-based component pushes changes in deployment to SLD via Common Information Model (CIM) over RFC on a regular basis

(2) J2EE-based component pushes changes in deployment to SLD via CIM over HTTP on a regular basis

(3) Unmanaged component (C/C++, Java Standalone, …) pushes changes in deployment to SLD via CIM over HTTP on a regular basis

(4) ABAP-based components are polled on regular basis to read deployment data and transfer to SMSY via RFC

(5) Remote SLD (or even several SLDs) is polled on regular basis to read deployment data transfer to SMSY via RFC

(6) SMSY pushes deployment data for ABAP and non-ABAP components to SMD Landscape Model

© SAP AG E2E040 6-9

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Introducing the Solution Concept

Solutions:Describe a group of systems, software components and business processesThe basis for the operation scenarios

Solution MonitoringService DeskChange Request ManagementCollaboration

Provides handover information from the project phase to the operations phaseAny project change is copied to the solution directory after being set active

© SAP AG E2E040 6-10

© SAP 2008 / Page 1

Europe ERP

Europe CRM

Europe Solution

Asia ERP

Asia CRM

Asia Solution

US ERP

US CRM

US Solution

Global BW

Example: Design of Solutions by Regions

In this example, the solutions are separated by regions.

The global BW system is part of all solutions

© SAP AG E2E040 6-11

© SAP 2008 / Page 1

Global ERP

Global CRM

Financial Solution

Global BW

Global ERP

Global CRM

Logistics Solution

Global BW

Global ERP

Global CRM

HR Solution

Global BW

Example: Design of Solutions by Functional Areas

In this example, the solutions are separated by functional areas.

All systems are part of all solutions, but different business processes are running in each Solution.

© SAP AG E2E040 6-12

© SAP 2008 / Page 1

Solution Directory

Transaction SOLUTION_MANAGER is the central access point for all operation scenarios in the SAP Solution Manager

The Solution Directory is the central point for maintaining business processes in SAP Solution Manager.

You can assign logical components to your solution landscape, create business processes, and copy business processes from implementation projects or other sources.

You can also maintain your solution settings (like the name of the solution) here.

© SAP AG E2E040 6-13

© SAP 2008

System Landscape Management - Overview

Overview of the work center System Landscape Management

Central Tasks Installation, Setup and Configuration

(system and landscape management) Creating System / Server / DB entries create RFC connections Generate installation keys SW-component overview

Related Standards System Administration System Monitoring

Work Center Capabilities Overview of Systems and Landscape

- Status, architecture, release Downtime Management

- Planning of single/recurring downtime Transport Management

- Transport Organizer etc System Installation

- License key generation - System/RFC-connection setup - Central / local installation

© SAP AG E2E040 6-14

- © SAP 2008 / Page 1

Demo

DEM

O

Go to the Solution Manager TT4: “http://twdfXXXX.wdf.sap.corp:8000/sap/bc/webdynpro/sap/ags_workcenter/”

Show the solution directory and the work center “ system landscape management” in TT4

© SAP AG E2E040 6-15

© SAP 2008© SAP 2008 / Page 1


Data Consistency Management


Business Process & Interface Monitoring

Business Process Performance Optimization

MRP Run 1000 Billing RunArchivingMRP Run 2000 ReorganizationBackup

MRP Run 3000 Transports


Besides the technical job documentation, you should also document error-handling and monitoring procedures which also help BPMon.

If jobs exceed an expected maximum duration which might be detected by BPMon, then this might lead to a re-scheduling of the jobs.

Jobs that check data consistency usually have a long runtime, so they need some special consideration in the scheduling. Additionally, these jobs should often not run in parallel to dependent application related jobs. This leads to further scheduling restrictions.

Archiving and reorganization jobs have often long runtimes, so they need some special consideration in the scheduling. On the other hand, the job runtime might be significantly improved by reducing the data volume to be processed.

BPPO might reduce the runtime of long-running jobs or ease bottleneck situations by reducing the HW utilization of jobs.

© SAP AG E2E040 6-17

© SAP 2008© SAP 2008 / Page 1

Job Scheduling Management - Process View

Business Department

IT Support Organization

Plan job request

Create job

Monitorjob

Test job

Run job

SAP Technology Operation Team

Perform Root Cause AnalysisError

Application Management Team

Create Job Request

Receive Confirmation

End/Key User

Schedule job

Document job

© SAP AG E2E040 6-18

© SAP 2008 / Page 1

Operation Phases for Job Scheduling Management

PlanningGet an overview of which activities have to be executedMake a time schedule for all activities

Scheduling or ControllingInformation gained during the planning phase is brought into action Actual job data is entered into system landscape Some activities require user action (such as raising an event or manual start of job)Check that all activities stay on schedule

Monitoring and AnalysisSee if activities are canceled because of errorsFor certain background activities, error logs must be checkedBased on execution time, certain activities must be rescheduledReact to error situations (such as restart or aborted background job)

All these activities should be performed centrally.

Necessary for Job Scheduling Management are:

Overview of all business and maintenance activities

Organization for Job Scheduling Management

Concept for Job Scheduling Management

- Tasks and responsibilities

- Time schedule

- Escalation procedures

Tools for scheduling and monitoring.

© SAP AG E2E040 6-19

© SAP 2008 / Page 1

Influencing Factors 1/2

Time RestrictionsCertain business activities have time restrictions and requirements - such as the creation of deliveries between 8 a.m. and 9 a.m.

Resource RestrictionsHardware capacity (CPU, memory) is a restriction for activities running in parallel

Need for Maintenance ActivitiesPeriodic maintenance activities that require a time window or system downtime -such as database backups

Limitations on Activities Running in Parallel Functional limitations that certain activities should not run in parallel - such as document processing parallel to consistency checks

Hardware resources set a limit for the processing of parallel activities

Optimal performance and optimal throughput is reached if the hardware resources are used optimally

Hardware resources that can limit the parallel processing:

Number of CPUs (for application and database server)

Available main memory

Network capacity

For an SAP R/3 infrastructure, available CPUs and memory are the most critical resources.

© SAP AG E2E040 6-20

© SAP 2008© SAP 2008 / Page 1

Influencing Factors 2/2

Different Priorities for ActivitiesActivities in business operations always have different priorities, for example, document processing is more important than reportingPriorities are defined by the business and business owners

Different business owners see priorities differently – conflict!

Different Regional Requirements Regional subsidiaries of an international company can have their own requirements for scheduling activitiesCombination of the different requirements can be critical

New TechnologiesWith SAP NetWeaver as an integration platform, cross-component business process automation is required for ABAP as well as for Java.

In a solution landscape, some activities can be scheduled individually and others cannot. For example, you can schedule a database backup to run every night starting at 10 pm, but online sales order entry cannot be scheduled if customer places their order by telephone. However, you can define a time window for customers calls, for example, the business hours of the call center.

Activities are associated either with business operations or with maintenance and administration.

Business activities include all processing activities in the solution landscape that are required to run the business of the company. Typically, the activities come from the execution of the business processes or business reporting.

Maintenance and administration includes all activities that are required to maintain and manage the hardware and software components.

© SAP AG E2E040 6-21

© SAP 2008© SAP 2008 / Page 1

Comparison: SM36 versus SAP Central Process Scheduler 1/2

Scheduling of SAP and non-SAP jobsCentral Scheduling for entire system landscape

Mainly event-driven scheduling (higher throughput)

Job priorities between 1-100

Several logical queues can be created (for example, per application)

Job chain functionality (job can wait for several events to happen, parallelization)

Process automation depending on raised events

Scheduling of SAP jobs onlyScheduling for one system

Mainly time-driven scheduling

Only three different job classes A, B, C

Only two queues (class A versus class B and C)

No job chain functionality (job waits at max for one job to finish, no external parallelization)

No automation possible

SM36 SAP Process Scheduler

With SM36, it is only possible to schedule SAP jobs. The same applies for the Basic Cronacle version for SAP NetWeaver. With the Full Cronacle version, it is also possible to schedule non-SAP jobs, operating system commands and Java Beans

While it is only possible with SM36 to schedule SAP jobs in the one system you are logged on to, with Cronacle it is possible to schedule SAP jobs centrally across the entire SAP System Landscape. With the Full Cronacle version, it is also possible to really schedule across the entire (SAP and non-SAP) System Landscape centrally.

With SM36, the majority of jobs are scheduled in a time-driven way as there are technical restrictions that jobs can only react on one event at a time. Hence the job schedule is quite static and fixed. With Cronacle most of the jobs are scheduled in an event-driven way, as one job can wait for several events to be raised (for example, do not start before job A, B and C have successfully finished). Hence, the job schedule is more dynamic and, most of the time, a higher/faster data throughput can be achieved.

SM36 allows only the differentiation between three job classes (A,B,C) where C should be the regular job and A should be reserved for those jobs that have to be executed under any circumstance. Cronacle allows a much broader differentiation of job priorities, that is, values between 1-100

© SAP AG E2E040 6-22

© SAP 2008© SAP 2008 / Page 1

Comparison: SM36 versus SAP Central Process Scheduler 2/2

Several time frames can be defined and included/excluded into each other

One job definition can be used with different parameters

Sophisticated workload (depending on CPU utilization, Memory paging ect. )

Job dependencies across systems (SAP and non-SAP) consideredEnd-user jobs can be intercepted

Possible to check if all related child jobs are successfully finished

Not possible to schedule periodic jobs only at certain time frames (business hours)

One job per variant (for example, per plant)

Simple workload distribution (depending on free BTC work processes)

Job dependencies hardly considered

No control over jobs that are directly scheduled by end-users

No control over parent-child jobs

SM36 SAP Process Scheduler

A common problem for customers is how to proceed with users that want to schedule ad-hoc jobs. Therefore, in the SM36 environment, you can just decide if you give authorization to end-users or key-users to schedule jobs or if you do not grant this permission. Once users have this permission, the operations team responsible for job-scheduling has no control over these jobs. With Cronacle, it is possible to define specific users or user groups which are checked for ad-hoc jobs. Whenever one of the mentioned users schedules a job, this job is intercepted and checked for rules on how to proceed. Should the job really run immediately or should it be scheduled at a later point in time.

Example: Many end-users schedule execute reports on Friday afternoon where they are just interested in the result on Monday morning when they are back in the office. These jobs might block valuable resources on Friday afternoon that are needed for important jobs that have to be finished until Saturday. Hence, the end user jobs could be intercepted and then run on Sunday when there is not much load on the system.

If you have one report that should be scheduled with different variants ( for example, for different plants) via SM36, you have to define and schedule one job per variant. In Cronacle, you could define just one job and schedule this job just with different parameters according to the needed variant. Hence you find far less job definitions in the system.

An example of a parent -child job is given on the next slides.

© SAP AG E2E040 6-23

© SAP 2008 / Page 1

Scheduling in SAP Central Process Scheduler (1/2)

This is the UI for the Central Process Scheduler

© SAP AG E2E040 6-24

© SAP 2008 / Page 1

Scheduling in SAP Central Process Scheduler (2/2)

How to schedule a job in the Central Process Scheduler

© SAP AG E2E040 6-25

© SAP 2008 / Page 1

Work Center - Job Management

Overview of the work center System Landscape Management


Central job monitoring list

Display documentation

Scheduling view

Reports

Job creation messaging

Central Tasks

Job monitoring console

Job documentation repository

Job scheduling

Reporting

© SAP AG E2E040 6-26

© SAP 2008 / Page 1

Demo

DEM

O


Show the work center “ Job Management” in TT4

© SAP AG E2E040 6-27

© SAP 2008© SAP 2008 / Page 1

Definition of Business Process and Interface Monitoring

Definition of Business Process and Interface MonitoringBusiness Process and Interface Monitoring is the proactive and process-oriented monitoring of the most important or critical business processes of a company.It includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes.Organizational processes must be designed and controlled.

© SAP AG E2E040 6-29

© SAP 2008© SAP 2008 / Page 1

Functional Scope of Business Process Monitoring

Includes the solution-wide observation of:Job scheduling managementKey Performance Indicators (performance, throughput)Business application logs (for example, application log, due list log, and so on)Business process completionData transfer via interfaces between software componentsTechnical infrastructure and components required to run the business processes

Comprises:Detailed procedures for error handling and problem resolutionPrecise definition of contact persons and escalation proceduresTight integration into the customer’s solution support organization.

© SAP AG E2E040 6-30

© SAP 2008© SAP 2008 / Page 1

Starting Point for Business Process and Interface Monitoring Concept

StrategicFramework

Technicaland Integration Design

Technical and Operations

Implementation

Cutoverand Start ofProduction

Operationsand Continuous

Improvement

Define and Create

a Monitoring Concept

Implement theMonitoringConcept

Start Monitoring

Continuous Improvement

Phases of a Software Implementation Project

Starting Point:Creation of a monitoring concept started during the “Technical and Integration Design” phase of the implementation project

A Business Process Monitoring concept is part of the operations concept for the entire solution. It should ideally be established during the implementation phase of a project and be handed over to productive operations with the go-live of the business processes. This way, the business processes are already properly monitored after they have gone live.

Creating a Business Process Monitoring concept consists of several steps.

© SAP AG E2E040 6-31

© SAP 2008 / Page 1

Work Center - Business Process and Interface Monitoring

Overview of the work center Business Process Operations


Business process alert graphics Drill-down from graphic to alert analysis Reporting Link to projects and directory

Central Tasks

View alerts by process Navigate from process graphic to alerts Reporting

Related Standards

Business Process & Interface Monitoring Exception Handling Data integrity Job Scheduling Management Transactional Consistency Data Volume Management

© SAP AG E2E040 6-32

© SAP 2008

Current IT Landscape of Beverage Sales and Sales Process

Create Sales Order

Check Availability

Run MRP

Post Goods Issue

Create Sales Order

Create Outbound Delivery

Create Sales Order

Create Picking Transfer Order

Confirm Picking Transfer OrderPost Goods Issue

Manufacturing Process

Procurement Process


Create Billing Document

CRM-CDP SAP ERP Portal-TT5SAP ERP TT5

Warehouse - TT5

Process Details : Order to Cash – Current Status

The Sales Order Process is one of the core business processes of the beverage sales division at Hopp’n Malt. A procurement process and an interface to the manufacturing process (Beverage Production division) are connected to this process.

The Enterprise Portal is mainly for order entry.

© SAP AG E2E040 6-33

© SAP 2008

System Landscape

Web AS Java

RDBMS

Portal Platform

BP for MSS

Content Management &

Front End PC

Adobe DocumentServices 1.0Web Browser

SAP ECC

Web AS ABAP

Client 800

SAP EP

JCO

TT5, hostname: twdfxxxx.wdf.sap.corp

Network

Web AS Java

RDBMS

SAP XSS 6.0

BP for MSS

BP for ESS



Web AS ABAP

Instance: 00


DiagnosticsJCO

TT4, hostname: twdfxxxx.wdf.sap.corpAdobe Document

Services 1.0SAP GUI

http://<hostname>:55000/sld

http://<hostname>:55000/irj

http://<hostname>:50000/smd

SLD

Client 200

Instance: 50

Hopp’n Malt System Landscape

TT5 hosts a double stack with ERP (ECC 6.0), EP and SLD (both on the Java Stack)

TT4 hosts Solution Manager on a double stack

Both systems can be accessed via the browser

© SAP AG E2E040 6-34

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Demo

DEM

O


Show the Work Center - Business Process and Interface Monitoring

Show the solution directory and then drill down in the business process monitoring

© SAP AG E2E040 6-35

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Non-SAP SAP ERP

Step 2b

SAP SCM SAP BI

Step 5Step 2a

Step 4c

Step 1 Step 4b

Step 3

Step 4a

Input Output

The BPPO wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process

Goal of the Business Process Performance Optimization (BPPO) Approach

Goal: Business Process Performance Optimization (BPPO) wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process

Example of Data Flow from Legacy over SAP ERP, SAP SCM to SAP BI system

© SAP AG E2E040 6-37

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Relevant Life Cycle Phase

Challenges Our Value

Support Integration Testing

Check Performance of time critical Processes & Steps

Performance Analysis & Tuning

Support Cutover / Go Live

Performance of Processes after Go-Live - Challenge of first Period Closing

Detect and eliminate bottlenecks as early as possible

Support Continuous Improvement

Managing Performance if Business Volume is growing

Reduce utilization of hardware resources to manage business volume growth

When is BPPO applicable?

BPPO is most applicable if you anticipate or already face performance bottleneck situations.

The business processes and their dependencies need to be understood in both cases (during implementation and operations):

BPPO is applicable during implementation and operations

© SAP AG E2E040 6-38

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Reasons for Data Inconsistencies: Why They Occur

User LevelData inconsistencies due to:

Real world operation ≠ system transactionWrong programming of transaction

Application LevelData inconsistencies within one system or between two systems due to:

Logical inconsistencies in application integrationErrors in application programsAbsence of error handling

Technology LevelData inconsistencies due to:

Absence of transactional correctnessData Loss


SAP provides standards for check routines and consistency reports/procedures that allow synchronizing the transactional data end-to-end across the different business applications.

Data Inconsistencies

Standard and best practice to avoid Data Inconsistencies

Prevent Data Inconsistencies with Cross-System-Monitoring controlling transport logistics (“No Transports into a Running System” and “No Changes to Existing Customizing Objects)

Ensure business continuity while having data inconsistencies and corrective activities

© SAP AG E2E040 6-40

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Inconsistency Assessment

Which business objects and processes are affected? What is the business impact of the inconsistency? Severity

Difference versusInconsistency

Technical Understanding

User Level

Leading Systems

Transactional Correctness

How has the inconsistent behavior been noticed and identified? Is the difference reproducible or did it occur only once? Do the inconsistencies disappear and appear again after some time? Are the same inconsistencies reported? How did you see that they are the same?

How does the detection work technically? Which tables and table fields are compared? How is the data mapped?

Has a new system or process been introduced recently? Did the end user training contain instructions how to handle exceptions? Have the users been used to another system/transaction/report for similar tasks in the past?

What is the role of the involved system? Which one is the leading system? Which tables and table fields are mapped? Are interfaces to other systems involved in these steps or in prior steps regarding the used business data? What interface technology do you use between the two systems? Is custom-made coding used? Do you trigger more than one step by one call of the interface? What measures have been taken to ensure that the interfaces are transactionally correct? Please describe your monitoring and error handling concept

The goal of the assessment is to identify potential root causes. The same considerations governing the assessment need to be taken into account during daily operation of the systems and business processes. Very often, one of the most crucial decisions to be taken is if you can continue working in the system or whether you have to stop the productive work. For this decision, the situation and the possible impact of a continuation versus a stop of system usage needs to be gauged carefully based on the business impact in both cases. Thus, the first step of the assessment should be to understand the business impact and which processes and data are affected.

Once the severity of the inconsistency has been established and it is known which business process are affected, the next step should be to investigate the inconsistency detection process and the inconsistency in more detail. The questions should aim to find out whether there is a true technical inconsistency or just a temporary difference.

Sometimes differences reported as technical inconsistencies with a request for correction are not real technical inconsistencies but, for example, temporary inconsistencies. Sometimes wrong data is compared, the used report is handled incorrectly, or the results are interpreted wrongly. Correcting, for example, temporary inconsistencies leads again to inconsistencies. Therefore, one of the first steps to be done for the root cause analysis of a reported inconsistency is to clarify how the inconsistency has been found. This process should be checked critically.

The next questions should collect more detail on the process and provide the technical data background to verify the correctness of the data mapping and inconsistency checking process.

When more than one system is involved, root causes other than those in a one system environment may exist. The analysis path differs from the path with only one system.

© SAP AG E2E040 6-41

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Data Consistency Monitoring Functionalities

Data Consistency Monitoring ObjectsEnterprise Resource Planning Logistics

Sales & ServicesWarehouse ManagementInventory Management

Enterprise Resource Planning FinancialsExtended Warehouse ManagementSupply Chain Management

liveCache - DatabaseCIF-Interface

GenericIntra-system CheckIntersystem Check Custom Developed Consistency Reports

Customer Relationship ManagementCRM – ECC CRM – CDBTrade Promotion ManagementLeasing

© SAP AG E2E040 6-42

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Example Reports to Detect Inconsistencies

CRM: DIMa: Data Integrity Manager (CRM <-> R/3, CRM <-> mobile client database)

R/3, ECC: transaction LX23: Stock Comparison Inventory Management/Warehouse Management

APO: /SAPAPO/CIF_DELTAREPORT3 APO-CIF - Compare and reconcile transaction data

APO: /SAPAPO/SDRQCR21 R/3 APO SD Order/Deliveries, requirements and all SD Mapping tables

APO: /SAPAPO/TS_LCM_CONS_CHECK APO: Consistency Check for Time Series of DP and SNP of a selected Planning Area

APO: /SAPAPO/CONSCHK APO: Model consistency checker

APO: /SAPAPO/OM17 overall internal consistency between liveCache and APO-DB LC

R/3, ECC: SDRQCR21: Recovery of Sales and Delivery Requirements

R/3, ECC: transaction MB5K (RM07KO01): Stock Consistency Check

R/3, ECC: RM07MMFI - MM/FI Balance Comparison

© SAP AG E2E040 6-43

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Data Volume Strategy: Methodology

Data Avoidance

Data Summarization

Data Deletion

Data Archiving

Reduction of DB-growth

Reduction of DB-size +DB-growth

Data Volume Strategy

Overview of Standard Methodologies of the DVM Strategy

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Data Volume Management Process 1/2

Data VolumeScoping

Data Volume Strategy

Identify the focus for reducing database size and growth

Decision on Optimization Strategy (Data Volume Strategy versus Business Process Analysis )

Detailed analysis regarding the feasibility of implementing reduction options

Avoidance, Summarization

Deletion, Archiving

Considering business process requirements (workshops with business experts), technical constraints

© SAP AG E2E040 6-46

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Data Volume Management Process 2/2

Data Volume Reporting

Focus on reporting of

Current database size and growth

Current data archiving activities

Reduction potential by data deletion and data archiving

Identification of

Additional data reduction potential

Optimization potential for data archiving

Basis for

Management Reporting

Decision-Making of follow-up actions

© SAP AG E2E040 6-47

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Sample Business Scenario: Distribution of the Top 20 Tables across Document Types

CO-Documents

EC-PCA-Documents

FI-SL-Documents

Cost Estimates

ML-Data

Compressed Data from FI/CO Documents

FI-Documents

iDocs

Application Logs

Object Status

Reservation/dependent requirements

Material Documents

Order completion confirmations

Analyzed DB-Size of 405 GB

COEP, COEPL, COSP, COSS

159 GB; 39%

RESB 24 GB; 6%

JEST 12 GB; 3%

BALDAT 11 GB; 3%

EDIDS 29 GB; 7%

BKPF, BSIS 22 GB; 6%

ACCTIT, ACCTCR 28 GB; 7%

MLIT, MLCR,CKMLPREKEPH

33 GB; 8% CKIS 17 GB; 4%

GLFUNCA 13 GB; 3%

GLPCA 31 GB; 8%

AFRU10 GB; 2%MSEG

17 GB; 4%

Shows the distribution of the top twenty tables across the document types

© SAP AG E2E040 6-48

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Siemens: E2E Business Process Integration & Automation

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Business Process Operations: Unit Summary

You should now be able to:Explain the characteristics and activities of the Job SchedulingManagement

Describe the goals and processes of Business Process and Interface Monitoring

Explain the methodology and benefits of Data Volume Management

© SAP AG E2E040 6-50

© SAP AG E2E040 7-1

© SAP 2008

Managing E2E Solution Operations: Root Cause Analysis




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 7-2

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Root Cause Analysis

Contents:Scope of E2E root cause analysis Tools to perform root cause analysis end-to-end across separate components and technologies

© SAP AG E2E040 7-3

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Root Cause Analysis: Unit Objectives

After completing this unit, you will be able to:Explain the scope of E2E root cause analysisDescribe the tools for E2E root cause analysis provided within SAP Solution Manager Diagnostics

© SAP AG E2E040 7-4

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Root Cause Analysis: Unit Overview

Lesson 6: Customer‘s Impact

Root Cause Analysis

Lesson 1: E2E Root Cause Analysis - Scope

Lesson 2: E2E Exception Analysis

Lesson 3: E2E Trace Analysis

Lesson 4: E2E Workload Analysis

Lesson 5: Availability E2E Diagnostics

© SAP AG E2E040 7-5

What is New in Solution Manager Enterprise Edition (EHP1/SP18)?

SAP Diagnostics (Enhancement) :Full coverage of all mainstream SAP productsE2E Trace for SAP GUIEnd User Experience Monitoring

Note 1010428: End-to-End Diagnostics

Features and functions of Solution Manager EhP1 might be not available for all customers.

These are the new features related to root cause analysis.

© SAP AG E2E040 7-6

© SAP 2008

End-to-End Diagnostics in Solution Manager

SAP SOLUTION MANAGER

Component-specificRCA and Monitoring

End-to-End Root Cause AnalysisLower MTTR (Meantime to resolution)

End-to-End Change AnalysisEnd-to-End Workload AnalysisEnd-to-End Exception AnalysisEnd-to-End Trace Analysis

C(++)ABAP Java .net

System Monitoring End User Experience Business ProcessMonitoring Monitoring

End-to-End Monitoringand AlertingAutomate operations

End-to-End ReportingProve value to business

Alert InboxAlert Management

MANAGED SYSTEMS

SAP EarlyWatch AlertService Level ReportingCustomer BI Reporting

Each system or software component relying on a certain technology stack (most often either ABAP, Java, .net, or C++) provides proprietary diagnostics to fulfill common diagnostic tasks on that component.

SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.

On top of this root cause analysis (problem resolution), Solution Monitoring and IT Reporting aim to detect problems proactively and report on capacity trends, service level agreements, and solution quality.

SAP Solution Manager features four-cross component diagnostics capabilities:

E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; what has changed?”)

E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape

E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape

E2E Trace Analysis: Records the activity of a single user or a single process in detail

© SAP AG E2E040 7-7

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End-to-End Root Cause Analysis: Overview

Mobile

Office

SAP GUI

Client Server

Portal CRM

SRM

APO

ECC

Storage

E2E Trace Analysis

IO Subsystem

BMC AppSight forSAP Client Diagnostics

E2E Exception Analysis

E2E Workload AnalysisIntroscope

BI XI MDM

E2E Change Analysis

Introscope

WWWBrowser

E2E Trace Analysis - Automated switch on and triggering of tracing and centralized display of trace information

E2E Exception Analysis - Understandable log messages in uniform format and complete context information for crash situations

E2E Change Analysis - Detection of changes to configuration and deployment, compare capability to identify changes which causes incidents

E2E Workload Analysis - Unified approach to store and display performance analysis and resource consumption data cross-component

While End-to-End Change Analysis, End-to-End Workload Analysis, and End-to-End Exception Analysis cover the server side, End-to-End Trace Analysis spans the full cycle of a user request - from client to server to disk.

SAP has licensed two third-party products to complete the key capabilities in root cause analysis: CA’s Wily Introscope for server-side root cause analysis, and BMC AppSight for client-side root cause analysis. Both products are highly adaptable and are delivered by SAP, fully preconfigured for SAP products (containing instrumentation and dashboards for SAP). CA Wily Introscope is fully integrated in the server-side root cause analysis infrastructure of SAP Solution Manager.

Wily Introscope is included in SAP Solution Manager for SAP standard components.

In SAP Solution Manager, the customer can record with the BMC AppSight black box and its SAP configuration and analyze with the BMC AppSight Console.

SAP engineers have full access both to Wily Introscope and BMC AppSight.

© SAP AG E2E040 7-8

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Third-Party Tools Included in Diagnostics

Scope Introscope is a performance management solution that enables you to monitor complex Web applications

in production environments 24x7. http://www.wilytech.com

(part of CA)

AppSight is a system built on a unique problem resolution architecture that was

designed from the ground up with patented Black Box technology to optimize

the problem resolution process.http://www.identify.com (part of BMC)

SAP Standard for Server Performance Diagnostics Client Diagnostics

SAP Solution Manager 7.0 includes

a license

... of Wily Introscope for SAP delivered instrumentation and dashboards

Use AppSight Console to analyze client logs recorded by the blackbox

NOT included in a SAP Solution

Manager 7.0 license

to create instrumentation for custom code

to create own dashboards (including definition of customized monitoring

thresholds)

SAP Support can use the full scope of both products to provide service and support to customers.

© SAP AG E2E040 7-9

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End-to-End Diagnostics: Open Hub Architecture

Workload Exceptions Traces TechnicalConfig Changes

Open Diagnostics Hub Infrastructure

SAP Solution Manager: End-to-End Diagnostics

SAP PortalWeb Services and

xApps

DuetOffice Integration and Self-Services

.netWorldAnalytics

ESAExternal

Applications

JavaWorld

Client

APOBI

SRMSEM

APO

SRM

SEMR/3 ERP

Diagnostics has an open hub infrastructure that allows external applications or new SAP applications to hook in quickly (usually about week one of the project to ensure basic support).

Open hubs exist for:

Workload: A hub for performance and resource metrics

Exceptions: A hub for critical status of an engine or an application

Traces: A hub for the component to obtain part of the end-to-end trace in SAP Solution Manager

Configuration: A hub providing technical configuration, by default, once a day

Changes: A hub that enables SAP Solution Manager to provide unified reporting on configuration, software, and content

SAP Solution Manager ensures that all diagnostics data is displayed consistently and is understandable over component borders.

SAP will connect all significant supported products to end-to-end diagnostics. A component is not hooked into end-to-end diagnostics until the component diagnostic is complete, stable, and understood.

© SAP AG E2E040 7-10

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Root Cause Analysis






© SAP AG E2E040 7-11

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Easier and efficient diagnostics by identifyingThe most frequent errorsThe system and the applications causing the most frequent errors

Logs for all involved components are storedTo display top 20 frequent error pattern at managing systemTo display log entry grouped by different criteria (e.g. by software component, location, user) at managing systemTo jump from E2E Exception Analysis at managing system to specific log analysis tools at managed system (e.g. NWA LV, ABAP SysLog)

Dumps for all involved components are stored:To display dumps at managing systemTo display dumps grouped by different criteria (e.g. software component, user) at managing systemTo jump from E2E Exception Analysis at managing system to specific dump analysis tools at managed system (e.g. ThreadDump Analysis, ABAP Dump)

E2E Exception Analysis - Targets

© SAP AG E2E040 7-12

End-to-End Exception Analysis: ABAP vs. Java

Log Viewer(applications*.log;defaultTrace*.trc)

System Log (SM21)System Error

End-to-End Exception AnalysisSolution-wide Exception Analysis

Log Viewer(applications*.log)

Analyse Application Log (SLG1)

Application Error

Log Viewer(std_server*.out)

System Log (SM21)Server Termination

Log Viewer(applications*.log)

ABAP Runtime Error (ST22)

Program Termination

JavaABAPException Analysis Area

The table shows the different tools that can be used for exception analysis in the ABAP and Java (J2EE) environments.

Although the same terms like dumps and application log exist in both environments, they do not always have the same meaning. While the application log is comparable, dumps are different in ABAP and Java.

In ABAP, an unhandled exception of a program, for example, can cause an dump. The dump causes the program to end but will have no impact on other running programs in the ABAP system.

In Java, an “out of memory” error for a server node can cause a dump. After the dump, the server process will restart, so it will impact all users and all programs running on this server node.

© SAP AG E2E040 7-13

End-to-End Exception Analysis: Overview (History)

Select time frame

Select diagram properties / type

Component-specific exceptions

Exception value overview

Hour

Date

The picture above shows the entry screen with feature description. Here you get a good overview of the exceptions in your solution for the chosen timeframe.

The default display type is "History". In contrast to the Time Profile, the diagram type History displays the data as a time series without further aggregation.

The x-axis reflects the timeframe selected at the start of the application.

For time series, a two layered x-axis is displayed, where the next higher level of temporal granularity is displayed below the initial one. The axis' units depend on the timeframe selected for display (year, month, week, day, hour).

This display type allows the analysis of error frequency and how it behaves over time. Trends and peaks can be correlated with other occurrences in the managed system (user load, batch runs, restarts, patches, updates etc.) and lead to a more detailed analysis by narrowing down the timeframe and employing the Product Instance specific Views.

© SAP AG E2E040 7-14

End-to-End Exception Analysis: Overview (Time Profile)

Summary of errors on all days of the week between 13:00:00 and 14:00:00

By selecting the "Time Profile", an aggregated Day Profile will be displayed, irrespective of the timeframe chosen. This diagram type is only available for the granularity "Hour". The graph shows the sum of all hourly values for the timeframe selected, e.g. if you select a full month, the number of errors between 07:00:00 and 07:59:59 on all days will be added and displayed for the x-value "08" (the eighth hour).

The intention of this kind of display is to allow you to quickly identify peaks which are directly correlated to typical working hours of your system.

Unexpected peaks during phases of low user activity could hint at scheduled job runs, restart, backup activities etc. causing critical or a high numbers of errors.

© SAP AG E2E040 7-15

End-to-End Exception Analysis: ECC Server Errors

Rightclick

Summary view across all ABAP instances

The View "ABAP SysLog Errors" is divided in two sections. The upper section displays a summary across all ABAP instances belonging to the selected system.

© SAP AG E2E040 7-16

End-to-End Exception Analysis: EP (J2EE System errors)

Further Analysis with Log Viewer

E2E Exception Analysis identifies J2EE System Errors which the engine is writing to the dedicated log category "/System/Server/Critical" (defaultTrace). This new feature is supported if the managed system has versions NW2004 SPS21 or NW7.0 SPS13 or above. If a lower version is detected by the Exception Analysis application, the View will not be displayed.

The Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.

© SAP AG E2E040 7-17

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Demo

DEM

O

Open new IE Browser window

Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:8000/sap/bc/webdynpro/sap/ags_workcenter/”

Select “Root cause analysis”

Select “E2E Analysis”

Select the TT5-System for analysis

Select “Exception Analysis”

Select time frame last week

Explain the overview

© SAP AG E2E040 7-18

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Root Cause Analysis






© SAP AG E2E040 7-19

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Customer

Black BoxLog File

Support

AppSightBlack Box

“Capture”

AppSightConsole

“Identify”

Client-Side Trace and Analysis Workflow

Analysis of recorded log file byCustomer support usingAppSight Console or sending recorded log to SAP for further analysis

Customer reproduces theproblem and traces it usingBlack Box with a recordingprofile provided by SAP

BMC AppSight has a Black Box and a Console.

AppSight BlackBox is the agent on the client that records diagnostics data. It uses the generic hooks in the operating system and does not need modifications to the application on the client. Details to be recorded are defined in Recording Profiles. A movie of the activities on the user’s desktop can also be recorded.

AppSight Console is a tool to analyze the client-side log recorded by the Black Box. You can jump from the AppSight Console into AppSight Code, which is used for an in-depth analysis of information from the execution of the application (for example, when a function was called and how long did the function run?).

© SAP AG E2E040 7-20

End-to-End Trace Analysis: Example

© SAP 2008 / Page 1

InstrumentedBrowser

Enterprise Portal

ECC

WANNetwork

PresentationLogic

ApplicationLogic

Database

Create Passport1 Activate Trace2 Activate Trace3

Correlation IDTrace Flags

HTTP Header


HTTP Header


HTTP Header

End-to-End Trace Display in DiagnosticsIntroScope Transaction Trace

The E2E-Trace works with so called “Correlation ID” and “Trace Flags”.

Correlation ID The Correlation ID makes a trace result unique during request flow through all involved components.

Trace Flags For all involved components that can handle trace flags they can activate/deactivate trace level automatically when a requests enters/leaves the component

All data from all components can be collected centrally within the diagnostics Trace Analysis Feature.

© SAP AG E2E040 7-21

© SAP 2008© SAP 2008 / Page 1

Central server-side trace enablingFor security reasons, it is necessary to enable E2E tracing on request instead of having it permanently switched on (switch on E2E tracing for all involved managed systems)

Client-side trace triggeringOnly at end users’ client-side is the information about correlations between requests and clicks and between clicks and user scenarios known E2E tracing is triggered by trace flags / levels and correlates (for user scenario, click and request) at client side

Central server-side trace analysisAt the managing system, all component-specific trace summaries are collected for both functional and performance analysis with the intention to identify the process steps / components that need to be analyzed in deeper detail. A direct link from E2E Trace Analysis at managing system to the local trace analysis tools at managed system has to be possible.

End-to-End Trace Analysis - Targets

© SAP AG E2E040 7-22

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1 7 64

5

3

2

End-to-End Trace Creation

To create an end-to-end trace, follow these steps:

1) Double-click on ie-https.cmd to start a new browser window including the plug-in.

2) Navigate to the target url for analysis.

3) Enter the name of the transaction and transaction step that you want to record.

4) Choose a session trace level.

5) Enter the Solution Manager Diagnostics host and HTTP port.

6) Start recording the transaction.

7) Execute the task (make the click) that you want to trace.

© SAP AG E2E040 7-23

End-to-End Trace Analysis: User Interface

1

1

2

3

To evaluate a trace, follow these steps:

Choose End-to-End Analysis, choose a system and click Trace analysis.

Select the transaction in the table. It is also possible to upload a recorded transaction (BusinessTransaction.xml in the SAPIEPlugin folder logs Transaction name).

After selecting a transaction, the transaction steps are displayed in tab form. Choose the step you want to analyze.

Click Display to analyze the transaction step.

© SAP AG E2E040 7-24

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End-to-End Trace Analysis: User Interface (2)

Is it possible to identify a problem area?

The first step is to analyze the accumulated time for the transaction step. Here, it is possible to identify if the problem is related to the client, network, or server (including all involved back-end systems).

© SAP AG E2E040 7-25

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End-to-End Trace Analysis: Server Analysis

Time consumption on different components (Summary)

If you open the ‘Server Analysis’ section, a summary of the time consumption on different components will be displayed in an applet.

The Java applet requires the JRE 1.5 on the system.

© SAP AG E2E040 7-26

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End-to-End Trace Analysis: Message Table

Choose the request with the biggest time consumption

Filter the cached requests

You can check for long-running server responses by choosing the Message table tab.

Check the sRT (server response time) column for long-running responses and click in the line for more details on a request.

© SAP AG E2E040 7-27

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Demo

DEM

O

Open new IE Browser window


Select “Root cause analysis”

Select “E2E Analysis”

Select the TT5-System for analysis

Select “Trace Analysis”

Select a given trace in the list

Explain the overview

© SAP AG E2E040 7-28

© SAP 2008 / Page 1



Root Cause Analysis






© SAP AG E2E040 7-29

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E2E Workload Analysis - Architecture

ABAP

Java

J2EE

.Net

C / C++

e.g., TREX, ITS, Business One, MDM

e.g., Duet, .NET PDK, MobileClient

e.g., Portal, JavaWD, XI, BillerDirect, CRM-ISA

e.g., IPC

e.g., R/3, BW, XI, APOCRM

SAP Business Intelligence

Wily IntroScope(Standalone JVM)

RFC Interface

Statistic performance data for ABAPAggregated performance data for non-ABAP

DiagnosticsAgent

DiagnosticsAgent

DiagnosticsAgent

DiagnosticsAgent

IntroScope Enterprise Manager (SmartStor)

InfoCube

SAP Solution Manager(J2EE / ABAP stack)

Component-specific workload analysis

Cross-component workload analysis

SLA Reporting / EarlyWatch Alert

Data collection once a hour

Data collection once a hour

The architecture consists of two different parts:

ABAP For the ABAP-world the workload data is collected (once an hour) with in the SolMan BI via RFC connection and aggregated in the BI.

Non-ABAP For the Non-ABAP-world the workload data is collected by the diagnostic agents and send in the Wily Enterprise server. There the data is first aggregated and then send (once an hour) to the SolMan BI and structured in the BI info cube.

© SAP AG E2E040 7-30

© SAP 2008© SAP 2008 / Page 1

Support component and cross-component workload analysis as well as IT Reporting / EarlyWatch Alert

Provide a technical infrastructure to cover the different types of workload analysis:

IT Reporting / EarlyWatch Alert (problem detection)Central cross-component analysis (problem detection problem resolution)Central component specific analysis (problem resolution)

Open infrastructure for integration of new componentsProvide an open infrastructure to integrate existing and upcoming software components independently whether it is produced by SAP or not (3rd parties, ISV solutions, partner products, competitor products)Minimize effort to integrate new components by using generic infrastructure components (e.g. WilyTech IntroScope, SAP BI) and by using UI generation technologies (e.g. IS dashboard definition, BI Web Reporting capabilities)

E2E Workload Analysis - Targets

© SAP AG E2E040 7-31

© SAP 2008

End-to-End Workload Analysis: ABAP vs. Java

End-to-End workload analysisSolution-wide workload analysis

Java memory analysisST02Memory usage

Thread dump analysisSM50, SM66 (work process overview)

Current application activity

Wily IntroscopeST06Operating system analysis

Wily IntroscopeST03N, STADSystem-wide performance statistics

JavaABAPWorkload Analysis Area

The table displays tools and transaction which are useful for follow up workload analysis on technical component level. The first step to analyze performance issues solution wide, is the analysis with E2E Workload Analysis tool and Wily Introscope for both technical components (ABAP, JAVA)

© SAP AG E2E040 7-32

© SAP 2008

End-to-End Workload Analysis: Overview Dialog

Select time frame

Select diagram

Component-specific workload metrics

Workload metrics overview

The figure above shows the entry screen with feature description. Here you can get a good overview of the workload in your solution for the chosen time frame.

The values of the diagram can be displayed in different formats:

Scatter: x-axis shows the accumulated response time; y-axis shows the average response time ( to help identify application scaling problems)

Portfolio: x-axis shows the average response time; y-axis shows the hour of day; size of the balloon represents the accumulated response time. Critical situations can be identified by high ‚flying‘ big balloons.

© SAP AG E2E040 7-33

© SAP 2008

Checks to identify general performance problem on SAP ECC system

End-to-End Workload Analysis: Example (SAP ECC)

The ABAP Basis Workload Summary View is displayed.

First check for general performance problems affecting all transactions. Good general performance is normally indicated by:

Wait time < 10% response time

Average roll-in time < 20 ms

Average roll-wait time < 200 ms

Average load (and generation) time < 10 % of response time (< 50 ms)

Average database request time < 40 % of (response time - wait time)

Average CPU time < 40 % of (response time - wait time)

Average CPU time not much less than processing time

Average response time depends on customer requirements; there is no general rule

© SAP AG E2E040 7-34

© SAP 2008

Checks to identify general performance problems on Enterprise Portal system

End-to-End Workload Analysis: Example (EP)

Check for high average response times in correlation to high number of executions per second

The above figure shows the workload summary for the J2EE Engine of an Enterprise Portal installation.

By default you can see three metric types - iViews, Servlets, and Web Dynpro Applications with two key figures - Average Response Time and Executions.

© SAP AG E2E040 7-35

© SAP 2008© SAP 2008 / Page 1

End-to-End Workload Analysis: EP Example

Check for iViews with high average response time and a high number of executions per second

© SAP AG E2E040 7-36

© SAP 2008 / Page 1

Exercise I

EXER

CIS

E

© SAP AG E2E040 7-37

© SAP 2008

System Landscape

Web AS Java

RDBMS

Portal Platform


BP for MSS

Front End PC

Adobe DocumentServices 1.0Web Browser

SAP ECC

Web AS ABAP

Client 800

SAP EP

JCO

TT5, hostname: twdfxxxx.wdf.sap.corp

Network

Web AS Java

RDBMS


BP for ESS

BP for MSS

SAP XSS 6.0


Web AS ABAP

Instance: 00


DiagnosticsJCO

TT4, hostname: twdfxxxx.wdf.sap.corpAdobe Document

Services 1.0SAP GUI




SLD

Client 200

Instance: 50

Hopp’n Malt’s system landscape

TT5 hosts a double stack with ERP (ECC 6.0), EP, and SLD (both on the Java Stack).

TT4 hosts Solution Manager on a double stack.

Both systems can be accessed via the browser.

© SAP AG E2E040 7-38

© SAP 2008

Current IT Landscape of Beverage Sales and Sales Process

Create Sales Order

Check Availability

Run MRP

Post Goods Issue

Create Sales Order


Create Sales Order

Create Picking Transfer Order

Confirm Picking Transfer OrderPost Goods Issue

Manufacturing Process

Procurement Process


Create Billing Document

CRM-CDP SAP ERP Portal-TT5SAP ERP TT5

Warehouse - TT5

Process Details : Order to Cash – Current Status

The Sales Order Process is one of the core business processes of the beverage sales division at Hopp’n Malt. A procurement process as well as an interface to the manufacturing process (Beverage Production division) is connected to this process.

The Enterprise Portal is mainly for order entry

© SAP AG E2E040 7-39

© SAP 2008

Web ApplicationBackground Job

long running background job to create sales orders in TT5

poorly performing web frontendapplication (coming from Java Stack of TT5) to create sales order documents in TT5

Root Cause Analysis: Summary Current Problems for Hopp ‘n Malt

© SAP 2007 / Page 1

Summarizing from the two Service Desk messages, we have the two main issues:

web frontend user creates SO docs

batch job pulls SO docs from CRM

Create Sales Order

SAP ERP Portal-TT5

Create Sales Order

CRM-CDP SAP ERP TT5

Create Sales Order

Check Availability

Run MRP

© SAP AG E2E040 7-40

© SAP 2008


Root Cause Analysis: Summary Current Problems for Hopp ‘n Malt

© SAP 2007 / Page 1

What happened?Critical Alerts detected in Business Process Monitoring (long running background job, which transfers sales orders from CRM to ERP and automatically creates them in TT5,)

1st / 2nd Level Support opened Service Desk message

Recent Activities1st / 2nd Level already searched for SAP Notes + internal solutions no solution could be found yet internal Issue message created on SAP Solution Manager (handover to 3rd Level Support)

What happened?End user noticed long runtime when saving a sales order via web frontend

end user created Service Desk message

Recent Activities1st / 2nd Level Support already searched for SAP Notes + internal solutions no solution could be found yet internal Issue message created on SAP Solution Manager (handover to 3rd Level Support)

Tasks for 3rd Level SupportRegarding the two mentioned problems 3rd Level Support needs to perform a Root Cause Analysis in the following sequence.

E2E Workload Analysis to verify the performance from solution perspective (consider all systems)System Component Analysis (consider transaction or reports, etc)If required, a scenario specific trace (e.g. end to end trace, ABAP Trace, frontend trace, etc.)

Exercise

© SAP AG E2E040 7-41

© SAP 2008 / Page 1



Root Cause Analysis






© SAP AG E2E040 7-42

© SAP 2008 / Page 1

Planned Release Roadmap for End-to-End Diagnostics

Mar08SolMan7.0 SP15

21Nov08SolMan7.0 EhP1

Next Rel. SolMan

7.0 EhP2

E2E Root Cause Analysis for Federated Portal, MDM 7.1, GRC Access Control, Message based Tracing for PI 7.1End-to-End Monitoring and Alerting InfrastructureEnd User Experience Monitoring

E2E Root Cause Analysis for BI Accelerator, Trex, CE 7.1, CRM 2007 and CRM 7.0, SRM 6.0, APO, SEM, Duet 1.5, BusinessByDesignEnd-to-End Trace enabled for SAPGUI, Internet Explorer 7 and MS VistaFull integration in Solution Manager Work Centers with optimized navigationSetup Simplification: One Guided Procedure for Solution Manager Basic Configuration including End-to-End Root Cause Analysis

E2E Root Cause Analysis for MDM 5.5 and Duet 1.0

2010

Oct07 &Mar07SolMan7.0 SP13

E2E Root Cause Analysis for ECC/R3, Portal incl. KMC, CRM 5.0, BI 7.0, PI 7.0

© SAP AG E2E040 7-43

© SAP 2008




Business Continuity














Custom Development







E2E100 is a 5 days expert course that presents more details how to use Root Cause Analysis

SM100 is a 5 days expert course that presents more details how to setup and configure Solution Manager including Root Cause Analysis

© SAP AG E2E040 7-44

© SAP 2008 / Page 1



Root Cause Analysis






© SAP AG E2E040 7-45

© SAP 2008 / Page 1

Savings Through E2E Diagnostics

Reduce License CostsTools for Service Desk, Root Cause Analysis, and Solution Monitoring are included in SAP Solution Manager

Reduce Costs for Support Experts… for Root Cause Analysis by a targeted approach - one step

dispatching to the expert for component root cause analysis… for Monitoring by automated notification of alerts… for IT Reporting by automated report generation and broadcastingStandardization and Certification keep consultant rates at acceptable level

Reduce Time of Disrupted ProductionMission Critical Support – Solve Incidents efficiently and can avoid unplanned downtimes and business loss.

© SAP AG E2E040 7-46

© SAP 2008 / Page 1

Henkel: E2E Solution Operations

© SAP AG E2E040 7-47

© SAP 2008© SAP 2008 / Page 1

Weyerhaeuser: E2E100 Root Cause Analysis

© SAP AG E2E040 7-48

© SAP 2008 / Page 1

Siemens: E2E Root Cause Analysis

© SAP AG E2E040 7-49

© SAP 2008 / Page 1

Root Cause Analysis: Unit Summary

You should now be able to:Explain the scope and benefit of E2E root cause analysis

Describe the tools provided within SAP Solution Manager Diagnostics

© SAP AG E2E040 7-50

Exercises

Unit: Root Cause Analysis Lesson: E2E Workload Analysis

At the conclusion of this exercise, you will be able to:

• Use E2E Workload Analysis with Solution Manager Diagnostics

1-1 Which component/program (the name of the component) in the given solution is causing the negative performance impact (has consumed most of the time) for TT5?

Training System

Web AS Java

RDBMS

Portal Platform

Front End PC

SAP ECC

Web AS ABAP

Client 800

SAP EP

JCO

TT5, hostname: twdfXXXX.wdf.sap.corp

Network

Web AS Java

SAP Solution

Manager

Web AS ABAP

Instance: 00

SAP Solution

Manager

Diagnostics JCO

TT4, hostname: twdfXXXX.wdf.sap.corp




SLD

Client 200

Instance: 50

Web Browser

SAP GUI

RDBMS

© SAP AG E2E040 7-51


long running background job to create sales orders in TT5

poorly performing web frontend application (coming from Java Stack of TT5) to create sales order documents in TT5

Summarizing from the two Service Desk messages, we have the two main issues:

web frontend user creates SO docs

batch job pulls SO docs from CRM

Regarding the two mentioned problems, Third-Level Support needs to perform a Root Cause Analysis in the following sequence.

E2E Workload Analysis to verify the performance from solution perspective (consider all systems). System Component Analysis (consider transaction or reports, and so on) only take a single system into consideration.

© SAP AG E2E040 7-52

Log in to TT4 with: E2E040_XX (whereas XX is your seat number in the classroom)

Initial PW: initial

To open the Work Centers connect with your corresponding user to SAP Solution Manager and double click the following link

Go to new IE Browser window

Select Tab “Root Cause Analysis”

Since system TT5 is the affected system (ABAP or Java Stack) Check TT5 from performance perspective

Open Work Center “ Root Cause Analysis ” “ End -To-End Analysis ” Select your affected system click on “ Workload Analysis ”

© SAP AG E2E040 7-53

Solutions

Unit: Root Cause Analysis Lesson: E2E Workload Analysis

1-1 Analyze E2E Workload Analysis

The response times for all front-end applications (ABAP or Java) stack show a good performance and therefore we do not really expect problems on the front end (also check the values with different timeframes). However, to really be sure, you should also have a look at the details since all values are only average values.

© SAP AG E2E040 7-54

First, we are going to check the performance of the “Enterprise Portal” part of TT5

- Select tab “TT5 – Enterprise Portal”

- Check the monitors to get an overview about the performance of TT5’s Java Stack

Always verify different timeframes in the past (for example, last week).

After checking Enterprise Portal (Java part) of TT5, the performance can be considered as good. Therefore, we take the ABAP part of TT5 into consideration. Since our primary problem was the long running background job, we want to check the general background performance at first.

- Select “Background”

- Select a suitable “Timeframe” (for example, “This week”)

© SAP AG E2E040 7-55

Let’s have a look into the details of the ABAP stack …

- Select tab “TT5 – SAP ECC Server”

The highest Total Response Time can be seen for task type “Batch”, which means that background processing causes the main load on the system.

When looking into the Top Batch overview (Select “Top Batch”), we see the most expensive background jobs on system TT5 (ABAP stack). The reports on top of the list are the programs with the most optimization potential to reduce the overall system load.

© SAP AG E2E040 7-56

In this case, the program Z_E2E_SD_SALES_PROC is on the very top and should be investigated first. The considered program is the same as used for the background job that has the critical alerts.

© SAP 2008

Managing E2E Solution Operations: Change Control Management




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 8-1

© SAP 2008 / Page 1


Contents:Scope of E2E Change Control ManagementE2E Change DiagnosticsEnhanced Change and Transport SystemQuality Gate ManagementChange Request and Maintenance ManagementTest Management

© SAP AG E2E040 8-2

© SAP 2008 / Page 1

Change Control Management: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics of E2E Change Diagnostics

Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments

Describe the goal and processes of the Change Request and the Quality Gate Management

Describe the characteristics of Maintenance Management

© SAP AG E2E040 8-3

© SAP 2008 / Page 1

Change Control Management: Unit Overview


Lesson 1: Introduction to E2E Change Control Management

Lesson 2: E2E Change Diagnostics

Lesson 3: Enhanced Change and Transport System

Lesson 5: Quality Management

Lesson 4: Test Management

Lesson 5: Change Request Management

Lesson 7: Maintenance Management

© SAP AG E2E040 8-4


Change Management EnhancementsConfiguration validation of several systemsApplication Log IntegrationRetrofitting Transport Requests

Quality ManagementTrack synchronizationProvide one comprehensive view of a project/release plan with all quality gates and their associated activities and issuesProvide one view on the transport landscape with all quality gates/test management activities and their status with respect to the transport activities

Maintenance Optimizer (Enhancement)Supporting the upgrade to SAP ERP 6.0Supporting the Software Lifecycle Manager (SLM) with Maintenance OptimizerService for HR customers: Customer will be informed about the release dates of new legal changes packages


These are the new features related to change management.

© SAP AG E2E040 8-5

© SAP 2008




Business Continuity














Custom Development







E2E200 is a 5 days expert course that present more details how to use Root Cause Analysis

SM200 is a 5 days expert course that present more details how to setup and configure Root Cause Analysis

© SAP AG E2E040 8-6

© SAP 2008 / Page 1© SAP 2007 / Page 1

Siemens: E2E Change Control Management

Also Siemens is happy with the SAP change control training offerings

© SAP AG E2E040 8-7

© SAP 2008

Application Lifecycle ManagementSAP Solution Manager: Support Processes In Action

Documentation of solution incl. custom code

Innovation Management

Solution Configuration

Test Management



Incident & Problem Management

IT Reporting

Maintenance of SAP solutions

Improvements of solutions

Upgrade

Business Configuration

Business Continuity

Require-ments

Design

Deploy

Build & Test

Optimize

Operate


Deployment of solution updates

Change control affects all phases during the Application Lifecycle Management cycle

During Business configuration it is important to control the modification phase of a system/solution until it goes live to meet the business requirements.

During the Business Continuity the operations teams need to control changes to keep the running systems stable.

© SAP AG E2E040 8-8

© SAP 2008© SAP 2008 / Page 1

Control the Changes During the Application Lifecycle

Global / RegionalBusiness Process Champion

Solution Architecture

Solution Design

Program Management Office (Change Advisory Board)Change Request Management

DB / OS / HW Changes & Maintenance

IT Infrastructure

Solution Maintenance

SAPMaintenance Management

Solution Correction

End User / Key UserIncident Management

Application Management (Change Manager)

Change Deployment Application Changes Change Diagnostic

Workbench / Customizing Changes

Custom Development

Correction & Transport System Change System Diagnostic


The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation, and continuous improvement of the business processes in the solution landscape. All requests for changes (Solution Design, Solution Maintenance, Solution Correction) flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office. This office is responsible for managing everything from day-to-day changes and adaptations to all release planning and major infrastructure technology shifts. Moreover, these activities must be aligned with all stakeholders.

The key interface between business and IT is the application management organization. End users, key users, and the program management office use the services of IT for a wide variety of tasks: from solution landscape planning to implementation; from business unit request handling to execution; from documentation standards, training, and certification to management level reporting. Being such a central component, several of the introduced roles use the application management platform as their central working application.

It is essential that changes of the solution landscape are managed carefully to ensure for transparency of the changes. The Change Request Management standard ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. In addition to change request management, the deployment and the analysis of changes need to be addressed to ensure that changes are executed without disruption of the ongoing business. This is the focus of the Change Control Management standard. The standard covers two major areas of change control: Change Deployment and Change Diagnostics for Application and System Changes.

© SAP AG E2E040 8-9

Configuration Validation: Motivation

© SAP 2008 / Page 1

The Configuration Validation application is used to compare and validate current values of configuration items of many systems against a defined target system.

The main goal of the Configuration Validation application is to compare and validate current values of configuration items of many systems against a defined target or standard configuration.

The validation results are displayed in the browser using Business Intelligence (BI) reporting capabilities. It allows performing an interactive cross-system configuration audit as well as configuration reporting for a large number of compared systems.

© SAP AG E2E040 8-11

© SAP 2008

Possible Reference SystemsConfiguration Baselines

© SAP 2008 / Page 1

Reference SystemsCompared Systems

Existing System(CCDB)

Target System(DB Table)Existing Systems

(CCDB)

copyfiltermaintain

Reference is an Existing SystemData stored in Configuration and Change Database (CCDB)Latest available snapshot used for comparisonNo changes of configuration items is allowed

Reference is a Target SystemContent of existing configuration is copied into a separate Database TableCopied configuration items can be edited to match a specific audit taskReference system should contain a restricted number of Configuration Items

compare

1

2

compare

How to compare a system landscape with a reference system using Configuration Validation

Either take an existing system or define a target system to compare with.

Configuration Validation is part of SAP Solution Manager 7.0 EhP1 and can be accessed in two ways:

Via Solution Manager work center

Via SAP GUI

© SAP AG E2E040 8-12

© SAP 2008

Change Reporting is a tool to provide accurate information on data like Technical Configuration Parameters, Transport Requests, SAP Notes or Software Maintenance.

Accurate means:Current and Historical valuesSearch and Filter facilitiesCompare functionsWith easy navigation

Change Reporting: Motivations

© SAP AG E2E040 8-13

How to Access Change Reporting Tool

3. Select the Query that includes your system (or define a new query)

4. Select the systemfor your analysis

5. Click “ Change Reporting” Button

© SAP AG E2E040 8-14

© SAP 2008

Change Reporting: Features Application Overview

Change Reporting

Data Viewer Comparison Tool

The Change Reporting application has two main functions: a Data Viewer and a Comparison Tool. They are located in two different tab strips so you can switch easily from one to another.

© SAP AG E2E040 8-15

© SAP 2008 / Page 1

E2E Change Analysis - Targets

Easier and efficient analysis by identifying changes:Did we change any technical configuration parameters?How many transports were imported last week?When did we import support packages?Which systems of my solution were changed?

Component-specific change analysis:Compare configuration parameters in the same system but for different timestamps. This is a typical use case in Root Cause AnalysisCompare configuration parameters within the transport landscapeCompare configuration parameters between multiple instances to achieve homogeneous parameter settings

Aggregated change analysis based on SAP BI:Aggregated view to show different type of parameter (DB, ABAP, J2EE, ...) and software changes (ABAP transports, ABAP SPs, J2EE deployments, ...)

© SAP AG E2E040 8-16

© SAP 2008 / Page 1

E2E Change Analysis - Architecture

Data collection once a day

InfoCube

E2E Change Analysis

Data collection once a day

Number of changes

Non-ABAP installations

Diagnostics agents

ABAP-based installations

Solution tool plug-ins

Parameter valuesConfiguration and file reporting

Solution Manager

Config store

The architecture of the E2E Change Analysis: It was developed on top of the existing configuration and file reporting.

Diagnostics agents continuously track the changes with the non-ABAP systems, whereas a Solution Tool Plugin on the ABAP side collects the changed data.

It enhances the functionalities by adding data extractors for ABAP systems as well . Furthermore, it aggregates the information on recent changes by BI methods. The user interfaces for Configuration and File reporting and for E2E Change Analysis are available for both ABAP and JAVA systems.

© SAP AG E2E040 8-17

How to Access E2E Change Analysis

3. Select the Query that includes your system (or define a new query)

4. Select the systemfor your analysis 5. Click ‘Change Analysis’ Button

The End-To-End Analysis starts with the selection of one or several systems that should be analyzed.

© SAP AG E2E040 8-18

E2E Change Analysis - Overview

The 'Change Analysis' opens an Overview Tab Strip and an additional Tab Strip for each Product Instance of the selected systems and for the 'Hosts' will be created. The Tab Strips description is composed of the system ID and the Product Instance.

The 'Overview - Summary' provides on overview to the “Product” Instance that shows the most and/or the most recent changes and should be analyzed first.

© SAP AG E2E040 8-19

E2E Change Analysis - ECC Server (Summary)

Depending on the type of the Product Instance, a 'Summary' is displayed. For most types of Product Instances, additional buttons for 'Details' or grouped changes are offered. The example shows an ECC Server summary.

The 'Product Instance - Summary' allows you to identify in a chart or table view the grouped changes that are the best candidate for a further look in detail.

In the Product instance of type “ABAP”, the details are grouped by Software Maintenance, Parameter, Transport Requests, SAP Notes, and Miscellaneous.

© SAP AG E2E040 8-20

E2E Change Analysis - EP (Summary)

For the product instance “Enterprise Portal”, the changes are grouped by Summary, Dispatcher Configuration, Server Configuration, Node Type Independent Configuration, and Software Maintenance, as shown in the figure above.

© SAP AG E2E040 8-21

© SAP 2008© SAP 2008 / Page 1

Demo

DEM

O

Open a new IE Browser window


Select “Configuration”

Select “E2E Change Analysis”

Select the additionally NetWeaver 7.00 Component

Select “start”

Select time frame last week or last month

Explain the change overview and show the change overview for the ECC and the Portal

© SAP AG E2E040 8-22

© SAP 2008 / Page 1

The different NetWeaver Development Environments integrated in SAP NetWeaver are based on different technologies

NetWeaver Development EnvironmentsABAP Development Workbench for ABAP codingNetWeaver Developer Studio, NetWeaver Development Infrastructure (NWDI) and its components are for JAVA coding, deployments, and version controlThe Software Deployment Manager (SDM) is the Java Deployment tool (delivered as part of AS JAVA) to deploy Java patches, hot fixes or business packagesThe System Landscape Directory (SLD) is a central component in the Java Development Process (using NWDI) to register all landscape related information Enterprise Portal Content Administrator (built in to the portal) is used for Portal content deploymentsExchange Infrastructure Integration Builder is used for XI/PI content changes

SAP NetWeaver Development Environments: Characteristics

Explain the different development environments for each NW technology component

The ABAP Development Workbench is fully integrated within the ABAP stack to modify an ABAP system.

Java Coding is decentralized: NetWeaver Developer Studio is the Java Dev front end on the developer’s PC. The deployments can be done manually via SDM to the target system, or by using the NWDI to transport all changes.

All system-related configuration changes will be automatically reported to the SLD.

All changes to Portal content will be manually exported and imported to the target EP.

All changes within XI/PI are usually transported via export and import to the target XI.

© SAP AG E2E040 8-24

© SAP 2008© SAP 2008 / Page 1

E2E Change Deployment: Characteristics

The Change Deployment ensures that all components involved in an application change are tested and released together, even if they are based on different technologies.

E2E Change Deployment – Enhanced Change and Transport System (CTS+) and One Transport Order

Connect Java Systems to standard Correction and Transport System (CTS) Non-ABAP applications inherit all properties of the ABAP Change and Transport System in terms of documentation, tracking and troubleshooting featuresManage transport of ABAP and non-ABAP-objects centrally with One Transport Order Allows combined transports for mixed objects (ABAP, JAVA, …)Allows synchronized changes to business processes that run in ABAP and JAVA100% Compatible with SAP Solution ManagerNo need for upgrade of Java landscapes

© SAP AG E2E040 8-25

CHANGE AND TRANSPORT SYSTEM

Developer Studioand

NWDI

Exchange Infrastructure

Integration Builder

ABAP Workbench SE80


QualityLandscape

ProductionLandscape

Enterprise PortalContent

Administrator

Enhanced Change and Transport System to Transport all Kinds of Objects

…(open Interface for

non-ABAP objects)


QualityLandscape

ProductionLandscape


QualityLandscape

ProductionLandscape

Transport Transport

Transport Transport

Transport Transport

TPZ

EPA

SCA

The Enhanced Change and Transport System (CTS+) improves the well proven ABAP Change and Transport System for all non-ABAP related transports.

Changes from heterogeneous development environments can be transported with the ABAP-based Change and Transport System. For example, Java Archives can be checked in to transport requests as transportable objects.

After import, Java archives can be deployed using Software Deployment Manager to deploy the package in the target system.

© SAP AG E2E040 8-26

© SAP 2008© SAP 2008 / Page 1

Demo

DEM

O

Log in to the TMS on TT4 using transaction “stms”

Show the transport routes for java based systems JAD->JAQ->JAP

© SAP AG E2E040 8-27

© SAP 2008 / Page 1

Test Management: Characteristics

The goal of the Test Management is to provide efficient and smooth procedures for manual and script-based testing.

Test Management Benefits: Reducing project costs and efforts significantlyContinuous tracking and status analysis of the test progressClear and detailed test descriptionsReproducible test results

The testing effort is between 20 and 30 percent of the total project effort. For maintenance projects, like support package implementation and upgrades, it can be even up to 70 percent.

© SAP AG E2E040 8-29

© SAP 2008© SAP 2008 / Page 1

E2E Integration Testing of SAP Solutions

SAP Solution ManagerAll SAP test capabilities are provided and tightly integrated with SAP Solution Manager

Risk-based Test PlanningIdentification of business processes affected by SAP Solution changes

Provide choices to SAP customersCustomers can use SAP capabilities and Third-Party Test Suites in combinationAll required Interfaces will be provided over time

Guiding Principles

© SAP AG E2E040 8-30

© SAP 2008© SAP 2008 / Page 1

E2E Integration Testing of SAP Solutions Test Process Embedded in the SAP Application Lifecycle

Business Blueprint

Test PlanningSystem Setup Test Execution Deploy Changes

to Production

Change ImpactAnalysis

Business Blueprint Update

Identification of Business Processes affected by SAP Solution Updates

Recommendation of business processes for regression tests

SAP Support Packages

SAP Legal Change Packages

SAP Enhancement Packages

Customizing changes

Custom Code

Interface changes

Development of Test Cases

Test Plan setup

Compilation of Test Packages

Assignment of Testers

Setup of Test System

Creation of Test Data

Test Scope Identification

Manual tests

Automated tests

Integration Validation

Incident Management

Performance tests

Test status and progress reporting

Test sign-off

Deployment of changes through transports from Test to Production system

SAP Support packages, Legal Change Packages, Enhancement Packages

Type of Change

SAP SolutionUpdate

New SAPSolution

Implementation of new SAP Solution

Business Blueprint DesignSolution Configuration

Note: Test Project Preparation as first step including: test strategy review, definition of test objectives, test tools, test budget, timeline, roles & responsibilities

There are two project types:

Newly implementation

Upgrade project

Depending on these project types, the integration testing structure can differ for the test scope identification in the blueprint phase.

© SAP AG E2E040 8-31

© SAP 2008© SAP 2008 / Page 1

Option 1

E2E Integration Testing of SAP Solutions Options for SAP Customers

Business Blueprint

Test PlanningTest System Setup Test Execution Apply Changes

to Production


SAP SolutionUpdate

New SAPSolution

Solution ManagerTest Workbench

Test planning

Solution ManagerBusiness Blueprint

Solution ManagerTest Workbench

Manual testing

Solution ManagereCATT

Solution ManagerBusiness Process Change Analyzer

Application-logic Tests

Test PartnerQTP

eCATT

UI based Tests

Setup of business process catalog

Business requirements

Identification of processes affected by code / customizing changes

Admin of automated tests

SAP TDMS

Setup of lean test systems

QTP

Test Scope IdentificationType of Change

Automated Tests

Customers have two options for how to support the test cycles.

Option 1 uses SAP Solution Manager-based tools for ABAP SAP GUI-based solutions.

UI-based (for example, Internet-Browser) testing (via test scripts) might use third-party tools (for example, from HP).

© SAP AG E2E040 8-32

© SAP 2008© SAP 2008 / Page 1

E2E Integration Testing of SAP Solutions SAP Solution Manager: Business Process Change Analyzer

Scenario: Order to CashSales OrderDeliveryGoods IssueBilling

Scenario: Procure to Pay…

Customer executes Business Process

Preparation

Business Blueprint

Identification of critical Business Processes

Background trace records all used SAP objectsCode: Function Modules, Module Pools, …Tables: Configuration, Master Data, …

Technical Bill of Material (T-BOM) assignment to Business Process of Business Blueprint

Analysis

Customer plans SAP Solution Update including:

SAP Support Packs

SAP Enhancement PackageCustom CodeExtensionsModifications

Customizing changes

Business Process Change Analyzer (BPCA)

“Which critical Business Processes

will be affected?”

Scenario: Order to CashSales Order code changeDeliveryGoods Issue UI changeBilling

Scenario: Procure to PayCreate PO customizing change

Benefits

Identification of affected Business Processes

Risk-based test scope recommendation

Automatic test plan generation

Business Process Change Analyzer analyses the effect a change might have on a given business process.

This procedure is based on a proper definition of a business blueprint.

© SAP AG E2E040 8-33

© SAP 2008© SAP 2008 / Page 1

SAP Solution Manager: Test Management via SAP Test Workbench

SAP Test WorkbenchTest Plan: Generation from Business Process Hierarchy (Blueprint)

Test Cases: Definition of manual and automated Test Cases

Test Packages: Automatic generation of test packages and distribution to testers

Execution of manual and automated tests

Incident Management: Service Desk integration

Reporting: Comprehensive test status

reporting including SAP BI

Test Workbench for Test Management is highly integrated in Solution Manager and in the application lifecycle.

© SAP AG E2E040 8-34

© SAP 2008© SAP 2008 / Page 1

E2E Integration Testing of SAP Solutions Test Automation via SAP eCATT

Testing of complex business process scenarios like Order-to-Cash and Procure-to-PayAdvanced functions to test backend business logic (function modules, enterprise SOA services, test result verification at SAP table / database level, result comparison with previous runs, …) Central definition via SAP Test Workbench combined with execution in distributed systemsCentral repository for test dataIntegration of third-party test automation tools for UI-based tests, for example, CRM, Enterprise Portal

Strengths

Sales Order Billing &Payment Receipts

Return & Complaint Handling

Delivery &ShipmentBusiness Processes

eCATT Test Automation eCATTScript 1

eCATTScript 2

eCATTScript 3

eCATTScript 4

Test Data Container

SAP System Landscape

Landscape 1 (Dev)

Landscape 2 (Test)

…

ParameterParameter Parameter

CRM Test 2 R/3 Test 2 ERP Test 2

CRM Dev 1 R/3 Dev 1 ERP Dev 1

Import

included in 1 eCATTMaster Script

© SAP AG E2E040 8-35

© SAP 2008© SAP 2008 / Page 1

E2E Integration Testing of SAP Solutions Options for SAP Customers

Business Blueprint

Test PlanningTest System Setup

Test Execution Apply Changesto Production


SAP SolutionUpdate

New SAPSolution

Option 2

Quality CenterTest requirementsTest planning

Solution ManagerBusiness Blueprint

Setup of business process catalog

Business requirements

Solution ManagerBusiness Process Change Analyzer *

Identification of processes affected by code / customizing changes

Quality CenterTest LabDefect Management

Quality CenterBusiness Process Tests

Quick Test Pro

SAP TAOAccelerated test component generation

SAP TDMS

Setup of lean test systems

Test Scope IdentificationType of Change

* Availability with SAP Solution Manager 7.0 SP18

Option 2 integrates third-party tools like HP Quality Center for test preparation and test execution.

© SAP AG E2E040 8-36


SAP Solution Manager: SAP Solution Manager Adapter for SAP Quality Center by HP

SAP Solution ManagerAdapter SAP Quality Center by HP

SAP Solution Manager Adapter for SAP Quality Center by HP integrates application lifecycle management capabilities of SAP Solution Manager with test planning and test execution capabilities of SAP Quality Center by HP

OutboundBusiness BlueprintBus. Requirements

InboundTest ResultsDefects

© SAP AG E2E040 8-37

© SAP 2008 / Page 1

SAP Quality Center by HP Report, Graphs and Dashboards

Quality Initiatives can generate a huge amount of data and in a traditional organization, QA staff can take several hours trying to create reports that can be used by QA managers and high level executives. QC provides advanced capabilities to automatically generate reports and graphs for multiple levels of visibility. QC Dashboard gives executives a view across all quality initiatives to aid the decision making process. Additional QC reports can be used to generate contracts and sign off sheets by key stakeholders.

Key Benefits: View real time status of multiple quality initiatives on a single dashboard. Analyze data at project, requirement, test or defect level

Key Capabilities

Single view into multiple QC projects

Report in Excel and word format

Pre built reports in each module

Drill-down graphs

Ad hoc reporting capability

© SAP AG E2E040 8-38

© SAP 2008 / Page 1

Performance Tests

Performance TestsResponse time of important transactionsRuntime of critical background jobsPerformance tests are usually highly automated

Load and Stress TestsDuring a Load Test, the performance of a system, depending on the amount of users working simultaneously in a system, is tested and monitored. Therefore, Virtual Users are deployed.A Stress Test analyzes the performance of a system under extreme conditions, for example, by creating mass data to simulate for a period-end closing test

The goal of both load and stress testing is the identification of “bottlenecks“ that harm system performance.

In performance tests, the throughput and response times of the system are measured. Performance tests are an important extension of pure functional tests. A prerequisite for the execution of performance tests is the functional correctness of the application to be tested under load.

© SAP AG E2E040 8-39

© SAP 2008 / Page 1

SAP LoadRunner by HP - LoadTest Generator

This is a screenshot of SAP LoadRunner by HP. In the box “ Scenario Groups”, you see two different test scripts which run in parallel. In this example, the script “ test1” is executed 30 times in parallel. You can start and stop scripts or add virtual users with the buttons next to the “ Scenario Groups”.

In the lower part of the screenshot, certain monitoring data is collected. The graphs show the number of virtual users (Vusers), the hits per second, the transaction response time and the Windows resources.

After the test run, the monitoring data is available for further analysis.

© SAP AG E2E040 8-40

© SAP 2008

Standard Application and Quality Management One End-to-End Integrated and Consistent Quality Process

100 % transparency of changes

A central transport mechanism and change control system to manage changes across technology stacks and application components A central test plan for core business processesA central quality manager validating test execution and test completenessIntegration of every development workbench into the central transport and change control system


QualityLandscape

ProductionLandscape

Transport TransportMultiple

DevelopmentWorkbenches

CE 7.1QAS

system

NWPortal 7.1QAS System

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.1

DevSystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.1Presentation

layer

ERP6.0PRD

system

FIX

FIX

FIX

Synchronization

All operational units across all organizations integratedin one integrated and consistent quality process

SAP Quality Management covers the entire business configuration phase within an application lifecycle.

© SAP AG E2E040 8-42

© SAP 2008

DeployBuild

Quality Management Process 1/10 Example

CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system

SAP Solution Manager Project

Test

Change is made in dev-system

© SAP AG E2E040 8-43

© SAP 2008

DeployBuild


CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


Test

Change is ready to be deployed into test system

© SAP AG E2E040 8-44

© SAP 2008

DeployBuild


CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


Test

Synchronization

Changes are deployed to test system

© SAP AG E2E040 8-45

© SAP 2008

DeployBuild


CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


Test

Change is tested in test system but failed and rejected

© SAP AG E2E040 8-46

© SAP 2008

DeployBuild


CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


FIX

FIX

FIX

Test

Correction is made in dev-system

© SAP AG E2E040 8-47

© SAP 2008

DeployBuild


CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


FIX

FIX

FIX

Test

Correction is deployed into test system

© SAP AG E2E040 8-48

© SAP 2008

DeployBuild


CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


FIX

FIX

FIX

Test

Correction is deployed to test system on top of the change, tested and approved

© SAP AG E2E040 8-49

© SAP 2008

DeployBuild

Quality Management Process 10/10Example

CE 7.1QAS

system

NWPortal 7.0

QAS system

ERP6.0QAS

system

CE 7.1Dev

system

NWPortal 7.0

Devsystem

ERP6.0Dev

system

CE 7.1PRD

system

NWPortal 7.0

PRDsystem

ERP6.0PRD

system


Test

FIX

FIX

FIX

Change and correction are deployed to production system synchronously and finally approved in production

© SAP AG E2E040 8-50

© SAP 2008© SAP 2008 / Page 1

Central Change Control of Transports in Solution Landscapes

SAP Solution ManagerChange Control

SAP Enterprise Portal SAP ECC


Change 1

Change 2

Change 3

CTS Project CTS Project

TransportRequest 1

TransportRequest 2

TransportRequest 3

TransportRequest 4

TransportRequest 5

TransportRequest 6

Central change control for transporting through the solution landscapes resides in solution manager

Domain transport controllers can be kept locally for each transport landscape.

© SAP AG E2E040 8-51

SAP Solution Manager Project usingQuality Gate Management

Test

Quality Gate Process

QualityManager

QualitySteering

Board Operator

Tester

Confirm / reject Quality Manager recommendation

• Document the results

• Upload documentation

• Q-Gate rating

Developer

Quality Gate Open Quality Gate Passed

Build Quality Gate

Quality Gate Document

Example of a Quality Gate between „Build“ and „Test phase“

The „developer“ deploys a changed package

The change needs to be approved with a four eyes principle with two roles

„Quality manager“ and an additional „Quality Steering Board“ member

These two parties „open“ the quality gate for transporting after confirming that all requirements (e.g. required documents) to pass the gate are in place

After the transports have passed the gate the phase in the Quality Gate application change from „build“ to „test“

If the gate is not opened no transport can be imported in the test system

© SAP AG E2E040 8-52

Work Center Change Management: Quality Gate Management

Overview of the Quality Gate Management in the work center Change Management

© SAP AG E2E040 8-53

© SAP 2008© SAP 2008 / Page 1

Demo

DEM

O

Show the usage of Quality Gate Management in Solution Manager

© SAP AG E2E040 8-54

© SAP 2008© SAP 2008 / Page 1

Change Request Management: Characteristics

The goal of the Change Request Management is to ensure that standardized methods and procedures are used for efficient and synchronized handling of all changes to improve the quality of your day-to-day changes to production.

Change Request Management Transparency of all software changesFull documentation of each change: Each change in the system has a link to a Change Request and a Service DeskTool based collection of all RFCs. No RFCs will be lost anymore.Consolidates by bundling similar changes Scheduling changes according to priority, category and possible impactAll changes have to follow a proven workflow. Only after approval and testing changes can they be transported into production

© SAP AG E2E040 8-56

© SAP 2008 / Page 1


Three Tiers of Change Request Management

Management of all change requests

Change request categorization

Change documentation

Approval workflow

Status reporting

Complete change history

Change Admin

Customizing & Development (Realization)

Test execution

Seamless integration into TMS

Transport scheduling

Transport tracking

Change LogisticsProject Management

Project planning & budgeting

Project documentation

Customizing & Development (Specifications)

Test management

Solution Manager provides three major building blocks to provide the Change Request Management:

Change Administration for managing the change requests within Solution Manager, Project Management for project resource management, and project and transport synchronization.

© SAP AG E2E040 8-57

© SAP 2008© SAP 2008 / Page 1


Change Request Management - Sample Process 1/3

PRD

Serv

ice

Des

kC

hang

e R

eque

st M

anag

emen

t

Maintenance Cycle

ChangeManager

RequesterService

Desk Employee

Tester

Developer

IT Operator

Service Message

Shows the workflow of the change request from the requester through the development until the change is deployed through the D-Q-P-Landscape.

The request is put in via SAP Service desk message and handed over to the Change request Mgmt and converted to a change request.

The change document is documenting the workflow while the change is deployed to the systems in the landscape.

© SAP AG E2E040 8-58

© SAP 2008© SAP 2008 / Page 1



PRD

Serv

ice

Des

kC

hang

e R

eque

st M

anag

emen

t

RequesterService

Desk Employee

Tester

Developer

IT Operator

Service Message

Change Request

ChangeManager

Maintenance Cycle

The change request using change Request Management is created

© SAP AG E2E040 8-59

© SAP 2008© SAP 2008 / Page 1



PRD

Serv

ice

Des

kC

hang

e R

eque

st M

anag

emen

t

RequesterService

Desk Employee

Tester

Developer

IT Operator

Service Message

Change Request

DEV

QAS

Controlled transports

Controlled transports

ChangeManager

TaskList

ChangeDocument

Maintenance Cycle

Feedback

The change is created, tested and deployed under control for Change Request Management.

Feedback is given to requester via service message

© SAP AG E2E040 8-60

© SAP 2008

QA Landscape

ProductionLandscape

Development Landscape

Transport Landscape

ERP

Transport Landscape

ERP

Transport Landscape

BW

Transport Landscape

PI

Transport Landscape

CRM

DevelopmentEnvironment

System


SE80DS & DI

mySAP ERP mySAP ERP mySAP ERP

EnterprisePortal

EnterprisePortal

EnterprisePortal

Portal ContentAdministrator

DS & DI

BW BW BWSE80

ProcessIntegration

(XI)

ProcessIntegration

(XI)

ProcessIntegration

(XI)

SE80Integration

Builder

mySAP CRM mySAP CRM mySAP CRMSE80DS & DI

System System

Change Control


With Change Request Management in Solution Manager there is a Central change control tool to manage cross system transports synchronously.

Change Request Management triggers dependent transports for multiple landscapes collectively

© SAP AG E2E040 8-61

© SAP 2008

QA Landscape

ProductionLandscape


Transport Landscape

ERP

Transport Landscape

ERP

Transport Landscape

BW

Transport Landscape

PI

Transport Landscape

CRM


System


SE80DS & DI


EnterprisePortal

EnterprisePortal

EnterprisePortal


DS & DI

BW BW BWSE80

ProcessIntegration

(XI)

ProcessIntegration

(XI)

ProcessIntegration

(XI)

SE80Integration

Builder


System System

Change Control


..from Dev to QA

© SAP AG E2E040 8-62

© SAP 2008

QA Landscape

ProductionLandscape


Transport Landscape

ERP

Transport Landscape

ERP

Transport Landscape

BW

Transport Landscape

PI

Transport Landscape

CRM


System


SE80DS & DI


EnterprisePortal

EnterprisePortal

EnterprisePortal


DS & DI

BW BW BWSE80

ProcessIntegration

(XI)

ProcessIntegration

(XI)

ProcessIntegration

(XI)

SE80Integration

Builder


System System

Change Control


..from QA to Production

© SAP AG E2E040 8-63

© SAP 2008 / Page 1

Different Levels of Control



Enhanced Change and Transport System (CTS+)SAP System ABAP Stack

ABAP

Better Control

Better Control

Improved Documentation

Improved Documentation

Java .net …..

Change Request Management in SAP Solution Manager is 100% compliant with the Enhanced Change and Transport System

On the lowest level transports are executed with proprietary transporting tools (e.g. Java tools).

These tools can be controlled by the Enhanced ABAP Change and Transport System (CTS+). This allows a better and central control of transports and improves documentation and unique tracking and troubleshooting.

On the next level of control transports in the ABAP Stack can be managed by Change Request Management in SAP Solution Manager. This increases the control of the full change process, including the incident, approval process and change realization process.

© SAP AG E2E040 8-64

© SAP 2008 / Page 1

SAP Change Request Management versus SAP Quality Gate Management

Documentation on project level and technical tracking

Detailed documentation for single changes of objects and processors

Focus

Enhanced Change and Transport System (CTS+) fully integrated

Enhanced Change and Transport System (CTS+) -fully integrated

Transport Management

Quality assurance, workflow and risk analysis for projects (Segregation of duties)

Quality assurance, workflow and risk analysis for single changes (Segregation of duties)

Level of Control

Quality Manager, System administrator

Requestor, Change Manager, Developer, Tester, System administrator

Roles affected

Complete gate controlComplete process controlImpact on customer organization

Implementation ProjectsMaintenance and Implementation Projects

Project types

Quality Gate ManagementChange Request Management

Change Request Management and Quality Gate Management focus on different project types and provide different capabilities.

If Change Request Management and Quality Gate Management are used together in Solution Manager, Change Request Management is the leading transport managing application (not Quality Gate Management).

© SAP AG E2E040 8-65

© SAP 2008

Workcenter Change Management Overview of Change Requests and Documents

Overview of the change request management in the work center Change Management

© SAP AG E2E040 8-66

© SAP 2008© SAP 2008 / Page 1

Demo

DEM

O

Go to the Solution Manager on the TT4-system

Show the work center “ Change Management”

© SAP AG E2E040 8-67

© SAP 2008 / Page 1

Maintenance Management: Characteristics

The goal of the Maintenance Management is to keep applications up to date and to standardized methods and procedures for efficient problem resolution.

Maintenance Management Support Packages to streamline problem resolution and implement bundles of corrections efficiently Troubleshooting is easier on a current support package level Implementation projects might require a current support packageConnected systems might require a current support packageLegal changes are required

© SAP AG E2E040 8-69

© SAP 2008

November 2008: 5-1-2 Maintenance Strategy is Being Replaced by 7-2 Maintenance Strategy

Introduced in 2004Applies to core applications based on SAP NetWeaver 2004 and higher, as well as add-ons

SAP NetWeaver 2004 and add-onsSAP ERP 2004 and add-onsSAP CRM 2005, SAP CRM 2007 and add-onsSAP SCM 2004, SAP SCM 2005, SAP SCM 2007 and add-onsSAP SRM 2004, SAP SRM 2005, SAP SRM 2007 and add-ons

Longest mainstream maintenance window under this strategy until March 2013 (2007 releases)

Classic 5-1-2 maintenance strategy

Introduced in 2008Applies to new releases of core applications of SAP Business Suite as of November 2008, as well as add-ons and enhancement packages

SAP NetWeaver 7.0 and add-onsSAP ERP 6.0 and add-onsSAP CRM 7.0 and add-ons SAP SCM 7.0 and add-onsSAP SRM 7.0 and add-ons

Longest mainstream maintenance window under this strategy until December 2015 (7.0 releases)

New 7-2maintenance strategy

See Product Availability Matrix (http://service.sap.com/pam) for maintenance durations of individual releases

The current 5-1-2 maintenance strategy (5 years Mainstream Maintenance) has been extended for SAP suite 7.0 products to 7-2 (7 years Mainstream Maintenance).

© SAP AG E2E040 8-70

© SAP 2007 / Page 1

New 7-2 Maintenance Strategy:More Planning and Investment Security for SAP Customers

Before

New

* 7-2 strategy applies to new releases of the core applications of SAP Business Suite, starting with SAP CRM 7.0, SAP SRM 7.0, SAP SCM 7.0, SAP PLM 7.0; plus SAP ERP 6.0 (EHP4) and SAP NetWeaver 7.0. Industry-specific add-on applications and SAP enhancement packages based on these core application releases will offer mainstream and extended maintenance in line with these releases.

** Enhancement Packages: Illustrative only; does not reflect exact shipment times and frequency.

Dec

Mainstream Maintenance Extended Maint. (+ 2%)*

SAP ERP 6.0, SAP NetWeaver 7.0


SAP CRM 7.0, SAP SCM 7.0, SAP SRM 7.0

Ramp-Up

Dec

Cust.-Spec.Maintenance


Ramp-Up

2011 20122009 2010 20142013 2015 2016 2017200820072006

7 2

EHP** EHP** EHP** EHP** EHP** EHP**

EHP** EHP** EHP** EHP**

Nov Dec




SAP CRM 7.0, SAP SCM 7.0, SAP SRM 7.0

Ramp-Up

Dec



Ramp-Up

2011 20122009 2010 20142013 2015 2016 2017200820072006

7 2

EHP** EHP** EHP** EHP** EHP** EHP**

EHP** EHP** EHP** EHP**

Nov

Mar

Mar

Mar

Mainstream Maintenance Ext. Maint. (+ 2%)*


Ramp-Up

EHP** EHP** EHP** EHP**Ext. Maintenance

(+ 4%)*

2011 20122009 2010 20142013 2015 2016 2017200820072006


Mar

Mar

Mar

Mar

Mar

Mar

Mainstream Maintenance Ext. Maint. (+ 2%)*


Ramp-Up

EHP** EHP** EHP** EHP**Ext. Maintenance

(+ 4%)*

2011 20122009 2010 20142013 2015 2016 2017200820072006


7-2 maintenance strategy for new releases of the core applications* of SAP Business Suite: 7 years of mainstream maintenance, 2 years of extended maintenance

Long-term planning security and higher return on investment – nine years’ maintenance horizonAdditional time to deploy and benefit from innovation delivered via enhancement packagesLess additional cost for extended maintenance

© SAP AG E2E040 8-71


2011 20122006 2007 2008 2009 2010

Dec Mar

Dec

Mar

Mar

2013

Dec

17%17%+2%* 17% + 4%*

17%+2%* 17% + 4%*17%

2014 2015 2016

SAP R/3 Enterprise

OLD

NEW**

SAP R/3 4.6C

OLD

NEW** 18,4%

Dec

17% (17% + 2%*/4%* if cust. opted for extended maint.)

Dec

19,8%

Dec Dec

18,4%17% 19,8% 21,4% 22%

Key MessageKey MessageExtended maintenance for SAP R/3 4.6C and SAP R/3 Enterprise is included in SAP Enterprise Support as of January 2009For Enterprise Support customers, extended maintenance for SAP R/3 4.6C and SAP R/3 Enterprise is offered for one additional year

Legend

* Additional extended maintenance fee only applies to relevant portion of customer landscape/maintenance base (that is, only to installations on relevant releases). Extended maintenance is optional – if a customer does not order it, the installations on the relevant releases are in customer-specific maintenance

MainstreamMaintenance

1st year Extended

Maintenance*

2nd/3rd yearExtended

Maintenance*

Customer-specific

maintenance

21,4% 22%

17%

22%

17%

Mar

One additional year of extended maintenance

** New strategy for Enterprise Support customers only

Extended Maintenance Included in SAP Enterprise Support:Additional Time to Implement End-to-End Solution Operations

Within SAP Enterprise Support contracts, SAP provides Extended Maintenance for several SAP Products.

© SAP AG E2E040 8-72

SAP Support Options and SAP Maintenance Strategy

SAP MaxAttention

Time

MAINSTREAMMAINTENANCE

EXTENDEDMAINTENANCE

CUSTOMER-SPECIFIC

MAINTENANCE

> > > >

22%* 22%*

Custom Custom Custom

Scope adapted to customer-specific maintenance

* Annual support fee as percentage of license fee

22%*+ additional extended maintenance fee

SAP Enterprise Support

In terms of the timeline, maintenance has three phases.

Mainstream maintenance

Extended maintenance is an optional offering.

After the end of extended maintenance, or if no extended maintenance is offered, customer-specific maintenance begins.

© SAP AG E2E040 8-73

© SAP 2008

Upgrade UpgradeSupportPackage

SupportPackage

Traditional SAP ApplicationInnovation Lifecycle

SupportPackage

SupportPackage

EHPSupportPackage

EHPSupportPackage

New SAP Application Innovation LifecycleC

ost

Maintenance:Support Package Stack

New: SAP Enhancement packages for SAP ERP

Legal/Tax Changes,Corrections, MandatoryTechnically a set of SupportPackages and patches

New & improved functionalityOptional, new software componentsActivate new functionality in SwitchFramework via Business Function

Release Upgrade

SAP ERP(ECC 6.0)

Install SAP enhancement packages combined with Support PackStack as a maintenance activity with only minor additional effort.!

SAPSystem

Foundation for Operational Innovation: SAP Enterprise Support Provides Continuous Enhancement and Optimization

© SAP AG E2E040 8-74

© SAP 2008 / Page 1

Enhancement and Maintenance for NW and ERP 6.0

New Enterprise Services

Industry-Specific Enhancements

Process and User Interface Simplification

Cross-Industry Functional Enhancements

Customers Adopt Innovation at their Pace

Enhancement Packages

SAP ERP 6.0

SAP NetWeaver 7.0

2006 2007 2008 2009 20102005

© SAP AG E2E040 8-75

© SAP 2008© SAP 2008 / Page 1

Market Campaign

Complaint Management

SAP Maintenance

Rollout Brazil

Implementation Projects

2008 2009 2010

One or two times per year

EhP/ SP Stack

Hot News Top Notes

Periodic review and corrections….….

Urgent Corrections Notes/PatchesIncident ….

Maintenance Schedule for Customers Solutions

SAP HotNews

Contain solutions for customer problems with very high priority, such as systems standstills or data loss

Allow customers to filter and display SAP HotNews for their chosen components

SAP TopNotes

Inform you about on potential hot spots in your projects

Published on a monthly basis

Represent the ten most important SAP Notes for each component

Reviewed monthly by experts in the relevant departments and updated based on the current SAP Note customer usage rate

© SAP AG E2E040 8-76

© SAP 2008© SAP 2008 / Page 1

Maintenance Optimizer - Maintenance activities

Key Functions

Planning: Maintenance activities can be planned per system or solutionCalculation: Required files are calculated automaticallyDownload: Files are downloaded automaticallyImplementation: Changes are deployed throughout the landscape

Maintenance Optimizer governs the maintenance process

© SAP AG E2E040 8-77

© SAP 2008

Maintenance Optimizer - Benefits

TransparencyThe SAP Solution Manager provides an overview and monitors the complete maintenance procedure for your entire SAP solution.

EfficiencyStandardization: Maintenance Optimizer is a central access point for activities to plan and download software updates. It governs the complete maintenance process Maintenance Optimizer provides an easy-to-use interface, and guides the user through the required steps

ControlThe Maintenance Optimizer is a central access point for activities to plan and download software updates. SAP Solution Manager controls the complete process and the entire SAP solution

© SAP 2008 / Page 1

Customer Benefits

© SAP AG E2E040 8-78

Work Center Change Management Maintenance Optimizer

Overview in the work center Change Management - Maintenance Optimizer

© SAP AG E2E040 8-79

© SAP 2008 / Page 1

Change Control Management: Unit Summary

You should now be able to:Explain the characteristics of E2E Change Diagnostics

Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments

Describe the goal and processes of the Change Request and the Quality Gate Management

Describe the characteristics of Maintenance Management

© SAP AG E2E040 8-80

© SAP 2008

Managing E2E Solution Operations: Technical Operations




Introduction

Strategy



Root Cause Analysis


Incident Management

© SAP AG E2E040 9-1

© SAP 2008 / Page 1

Technical Operations: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics and benefits of System Monitoring

Describe the goals and processes of Service Level Management

Explain the characteristics of System Administration

© SAP AG E2E040 9-3

© SAP 2008 / Page 1

Technical Operations: Unit Overview


Lesson 1: Overview

Lesson 2: System Monitoring

Lesson 4: System Administration

Lesson 5: E2E Expert Competence

Lesson 3: Service Level Management

© SAP AG E2E040 9-4


System Monitoring Work CenterStreamlined architecture and increased robustness for IT Performance ReportingKPI (monitoring) historyRealtime monitoring of IT relevant system data of a complete system landscapeIntroduction of KPI history for key performance indicatorsCentral performance history (CPH) no longer required for BI based reporting

System Administration Work CenterMonitoring of connectivity between managed systemsIntroduction of a task management conceptIntroduction of an MDM administration cockpit fully integrated into Solution ManagerEnhanced downtime management and integration to task management


These are the new features related to technical operations analysis.

© SAP AG E2E040 9-5

© SAP 2008 / Page 1

SAP Standards for Technical Operations

The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape so as to maintain and operate a successful IT infrastructure for the application landscape.

The key role for SAP technical operations is the system administrator.

Specifically, the main focus points are system administration and system monitoring.

Definition MonitoringMonitoring is a periodic, manual, or automated activity to determine the status of a process or a component

We distinguish between a business level and a technical level of monitoring

Monitoring is a prerequisite for Alerting, Reporting, and Analysis / Resolution


The system administration standard describes how all SAP technology (for example, SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware) must be administered to run a customer solution efficiently.

The typical tasks of system administration include starting and stopping of systems, applying changes to technical configuration based on the change control workflow, performing imports based on a change control workflow, applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, doing system diagnostics, managing jobs, and run backup and recovery.

System Monitoring

The system monitoring standard covers monitoring and reporting of the status of IT solutions.

The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.


© SAP AG E2E040 9-6

© SAP 2008 / Page 1

Proactive Monitoring versus Reactive Monitoring / Alerting

Proactive Monitoring Reactive Monitoring / Alerting

Expert Monitoring

Proactive Monitoring tries to avoid critical situationsbefore they occur.

To be reminded of the necessary monitoring tasks, interactive work lists are needed

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

Via automatic notification mechanisms

Definitions of Key Performance Indicators (KPIs) and their thresholds are required

Expert Monitoring is manual work.Identify issues that are not captured via automatic monitoring.Should give hints for resolution of identified problems Identify problems that are based on long-running trends.

Administrators with expert knowledge in different areas are required

In practice proactive monitoring means in most cases expert monitoring.

Tasks for proactive monitoring:

JAVA-World – Weekly Memory trend analysis.

ABAP-World – Analysis of time out for dialog transactions, dump analysis.

© SAP AG E2E040 9-7

© SAP 2008 / Page 1

Solution Monitoring - Different Perspectives

AvailabilityAvailability Redundancy

PerformanceResponse times ThroughputWorkload/resource Management

AccuracyData integrityData currencyRecoverabilityScheduled maintenance

SecuritySystem usersSystem resourcesAccess controlIntrusion detection

Expectations

Responsibilities / Viewpoints

Systems Business Processes Interfaces

Time Schedule

Alert Monitoring “Keep the business running” tasks

Service Level Management & ReportingContinuous improvement, planning tasks

Business Scenarios and Components

SAP Customer Relationship Management

SAP Supply Chain Management

SAP Business Intelligence

SAP Basis System Databases SAP

ITSSAP

LiveCacheBusiness Connector

hourly tasks daily weekly monthly

SAP Logistics,SAP Financials

The users of an application are employees, customers, or partners (for example, suppliers) of the company that owns the application. The satisfaction of these users is one of the main goals that must be achieved. Accordingly, the monitoring concept must cover the performance indicators that correspond to the expectations and requirements of users.

You can ask, for example, "What will users expect from an Internet application that they use to place a goods order or make a bank transaction?" The answer will probably identify four main expectations:

The application should be available when the user needs it

The application should run with an acceptable performance

The application should run correctly (in other words, users want to receive the product as displayed; in addition, the price on the bill should match the price on the order)

The application should be secure, that is, no one should be able to manipulate user data

The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends, and solution quality on a regular basis.


© SAP AG E2E040 9-8

© SAP 2008 / Page 1

Solution Monitoring

Solution Monitoring - Long-term and Real-time

System Monitoring

Real-time monitoring of business processes and system components based on the CCMS infrastructure

Business Process and Interface Monitoring

Monitoring for core business processes, covers all technical and business application-specific functions required for a smooth and reliable flow of business processes

Service Level Management

Periodic, long-term and cross-system reporting including business processes based on SAP EarlyWatch Alert

This is an overview of the Solution Monitoring functions in the SAP Solution Manager. It offers a complete solution to monitor all relevant functions within your landscape: No matter if you have SAP or non-SAP systems.

© SAP AG E2E040 9-9

© SAP 2008 / Page 1

Monitoring Concept - Where to Start From?

1. Solution Landscape

What are the critical Business Processes?Which components are relevant for critical Business Processes?

SAP EP

3rd PartySAP BW

SAP R/3

SAP XI

2. Monitoring KPIs and Alert listsWhich SLAs exist (business and technical)? What exactly should be monitored for each system component (exact requirements)?What is the technical background of the shown values?

SLA

3. Rating CriteriaWhat are the possible thresholds for alert monitoring?What are the consequences if values are not normal (business impact)?Who must be notified?

4. Tools and ProceduresWhich tools and functionalities are available / required to meet the defined requirements?

Monitoring Concept:

As a first step towards the setup of a monitoring concept, the customer has to answer all those questions in a reasonable way.

© SAP AG E2E040 9-11

© SAP 2008 / Page 1

General Approach to Set Up a Monitoring Concept

Solution Landscape

Tools and

ProceduresSLA Metrics and

ThresholdsMonitoring

Process Flow

document

Monitoring Results

document define define set up

Compare Results

Continuous Improvement in different phases of the software lifecycle

Steps to Set Up Proactive Monitoring and Alerting

Continuous Improvement

New / undetected incidents caused critical situationsChanges in the data volume / system workloadChanges in business processes landscape configuration

What should be done to recognize problems (new indicators)?

Are the threshold values still reasonable?

Are the new components / steps monitored?

receive

Steps how to set up Monitoring and Alerting.

Monitoring is a continuous process: different phases of the software lifecycle require you to reconsider and maybe redefine threshold values.

© SAP AG E2E040 9-12

© SAP 2008 / Page 1

Central Monitoring and Administration System (CEN)

The concept of the monitoring infrastructure assumes that you declare a system in your system landscape to be the central monitoring system (CEN), which ideally is a double-stack system.

SAPAS ABAP

Non-SAP component SAP AS Java

Agent

Solution Manager

Non-SAPTools

BusinessIntelligence

Central Monitoring Infrastructure

ABAP Stack

Java Stack

SAP NetWeaverAdministrator

SAP Basis ≥ 3.0

Agent

Agent

Agent

With the Central Monitoring System (CEN) it is possible to monitor:

SAP R/3 systems, SAP Java Based Systems (AS JAVA), SAP ABAP based Systems (AS JAVA), SAP Double stack Systems (AS JAVA + AS ABAP), Non-SAP-Systems

For a central administrative approach, we recommend that you set up a “central operations hub”, a host on which a SAP NetWeaver double-stack system is installed for central monitoring and administration (CEN), together with other tools that support administrators in their daily work.

SAP strongly recommends that you use a dedicated, non business system for central monitoring with the highest release available to be able to use the newest functionality.

The central monitoring system can be the same system on which the SAP Solution Manager runs. This option implies minimum total cost of operations (TCO). SAP Solution Manager 7.0 is a double-stack system, which is based on SAP’s newest platform called SAP NetWeaver 7.0.

However, it may make sense to run the central CCMS monitoring infrastructure and SAP Solution Manager on two separate systems. This option implies maximum flexibility. With two systems, no dependencies exist regarding release and upgrade cycles. Moreover, company policy may demand separate implementation and operation activities into two separate systems.

The monitoring information of your system landscape can be displayed in monitors of CEN in CCMS itself. Alternatively, monitoring information can also be displayed in SAP NetWeaver

© SAP AG E2E040 9-13

© SAP AG E2E040 9-14

Administrator and in Solution Manager, or in third-party system management tools via certifiable interfaces.

For non ABAP based systems, workload metrics are collected with Wily Introscope (a third party application performance management system licensed by SAP and free of charge to SAP customers for SAP standard products) and reported into SAP Solution Manager. They can be displayed in SAP Solution Manager either with Online Dashboards or End-to-End Workload Analysis (hourly aggregated). SAP recommends implementing End-to-End Diagnostics, especially for all landscapes containing any Web AS Java based solution, SAP Enterprise Portal, SAP Exchange Infrastructure, BI with Java Frontend, Master Data Management, ERP 6.0 and CRM 4.x and higher.

© SAP 2008 / Page 1

ALM

forwarding alerts viaemail, SMS, fax, pager,

Central Monitoring System (NetWeaver04, 07)

SAP Solution Manager 7.0 (incl. Diagnostics)

Introscope

IntroscopeEnterprise Manager

Wily Introscope

Diagnostics Alerting

Solution Manager 7.0(NW2004S)

also possible asCEN server

SolMan

Non-SAP

3rd party (Tivoli)

Alert Management

ccmsping

CEN

monitored system

sapccmsr, sapccm4x

Message server

IntroscopeAgent

SMD Agent

Environment Performance

Agent

Example: Alerting/Diagnostics Infrastructure

3rd party monitoring

alerting server (Tivoli)

CCMS

Tivoli CCMS end-point

saposcol

Here, an example alerting infrastructure of a real customer is shown.

The technology behind System Monitoring is based on agents.

These agents collect data more efficiently, collect additional data, and enable a push technology for delivering alerts.

There are three basic agents:

SAPCCMSR: Monitors components without any active SAP basis instance. This can be used on servers like ITS, Portals, and other servers that do not run an SAP basis instance. There does not have to be an SAP product on the server for this to be installed. Detailed operating system data with the help of SAPOsCol also has to be installed on the server.

SAPCCM4X: Transfers CCMS alert monitoring data to the central system without using a dialog work process. This should be installed on systems that use an SAP basis system above release 4.x. This also includes the 6.x basis releases.

SAPCCM3X: Connects SAP Systems 3.x to a central monitoring architecture delivering dispatcher’s performance data.

There are also additional agents that monitor specific technologies, such as Java, and so on.

© SAP AG E2E040 9-15

The new End-to-End Monitoring & AlertingOutlook

Unique and centralized alerting approach for managed for managed infrastructures as ABAP, Java and .Net as well as unmanaged infrastructures and native components

Retrieving of metrics and simple events from different data providers as CCMS at managed system or Wily Introscope via push or pull mechanism

„Calculation“ of complex events and end-user alerts out of the retrieved metrics and simple events to avoid „alert flooding

Forwarding of end-user alerts to several alert consumers as Alert Inbox, Incident Management and Notification Engine provided by SAP Solution Manager as well as third party

Centralized directory for metrics, events and alerts including SAP and customer template knowledge and context information as system landscape, business process or interface information

Beginning with SM EhP 1 SAP introduces an new centralized End-to-End Monitoring and Alerting within Solution manager

© SAP AG E2E040 9-16

© SAP 2008© SAP 2008 Customer Influence Council / Page 1

End-to-End Monitoring and Alerting: Run time architecture (SM EHP 1 base)

Data P

rovider Connector (P

ush and Pull)


SolManAlert Inbox

Alert Calculation

Engine

Metric, Event and Alert

Store

Metric, Event and Alert Directory

E2E Monitoring and Alerting Infrastructure


IntroscopeEnterpriseManagerABAP

basedcomponent

Diagnostic agent

Virtual or physical host

ManagedComponent (Java, .Net)

Diagnostic agent


UnmanagedComponent

(C, C++)

Diagnostic agent


Wily / CA IntroScope

Alert C

onsumer C

onnector

SolManIncident

Management

SolMan AlertNotification

3rd party connectors

Monitoring and Reporting Apps(WebTemplates, ABAP WD/Flash) SAP Solution Manager



3rd party Alert

Consumer

3rd Party

Third Party Data Provider


SolMan Auto Reactions

Problem Context DB

Monitoring and Reporting Store

BI Staging (DSO)

BI Info Cubes

Other DB‘s

Status Monitoring

DiagnosticControl Center

IntroscopeWS / WV

Alerting capabilities will be included in the E2E Infrastructure in Solution Manager based on EhP1

© SAP AG E2E040 9-17

© SAP 2008© SAP 2008 / Page 1

Work Center - System Monitoring

Overview Work Center System Monitoring

Central Tasks

System Monitoring Overview

Proactive / reactive monitoring


System Overview

Alert Inbox

Proactive Monitoring

Connectivity Monitoring

Reports (systems / solutions)

Job Monitoring

© SAP AG E2E040 9-18

© SAP 2008 / Page 1

Demo

DEM

O

Go to the Solution Manager TT4

Log in with:

User: E2E040-Owner

PW: training

Show the work center “ System Monitoring” in TT4

© SAP AG E2E040 9-19

© SAP 2008 / Page 1

Service Level Management and Reporting

Service Level ManagementMeans to measure specific system parameters in accordance with Service Level Agreementsbetween two parties (for example, organizational units) involved in the management and operation of an SAP solution

Goals of Service Level Management

Encourage both provider and customer to realize that they have joint responsibility.

Makes the provider more focused and accountable.

Encourage the customer to consider, document and define their real business needs.

Service Level Reporting… is an important communication vehicle between the IT department, the user community, and the lines of business. It promotes the value of IT services provided by the IT department by using

Executive Summary

Availability performance or workload reporting

Security reporting

Cost Allocation

Daily, weekly, monthly reports

Service Level Management Process

Continuous Improvement of the Service Level Agreement (SLA): Define the SLA Assign the SLA owner Monitor the SLA compliance Collect and analyze data Improve the service provided Redefine the SLA

Why is Service Level Management a process?

Changing number of user and data volumes

Growing business

Usage in new business areas

New and changing processes

Learning from earlier problems and experiences

Changing Business Requirements drive the change in system operations.

The types of reporting can vary and be adjusted according to the audience and involved stakeholders. Executive Management Lines of Business Internal to IT Outside customers

© SAP AG E2E040 9-21

© SAP 2008 / Page 1

AudienceExecutive ManagementLines of BusinessInternal to ITOutside customers

Types of ReportingExecutive SummaryAvailability Reporting, RecoveriesPerformance reportingWorkload VolumesSecurityCost AllocationDaily, weekly, monthly reports

Service Level Reporting

Service Level Reporting

… is an important communication vehicle between the IT department, the user community, and the lines of business. It should be viewed as a means for demonstrating the value of IT services and as a way to promote the quality of services provided by the IT department.

© SAP AG E2E040 9-22

© SAP 2008© SAP 2008 / Page 1

Application Management Service Desk Expert Teams

User IT InfrastructureHardware, Software

Service Level Management (IT)Service Level AgreementService Level Reporting

Software Change Management

IncidentManagement

Escalation

De-EscalationContinuous ImprovementMonitoring

ReportingService GoalsService Goals

Problem Handling

Usage

CustomerBusiness Process Owner

Operational RequirementsAvailabilityPerformanceAccuracySecurity

CatalystR/3APO

Root CauseAnalysis

SLAs: Stakeholders and Interactions

In general, there are two parties involved in operations of an IT system, the customer (Business Process Owner) and the Solution Operations Organization.

Between these two parties, a Service Level Agreement with a dedicated Service Level Reporting should be in place.

In the Service Level Agreement, the Service Goals for Service Desk and Expert Teams are defined.

The Service Desk is the first contact for the end users in case of problems. The Expert Teams are informed to solve the problems.

System Administration is involved in Service Desk, Expert Team, and IT Infrastructure.

© SAP AG E2E040 9-23

© SAP 2008 / Page 1


Satellite Systems

System Monitoring

Continuous Monitoring:Service Data Download

(SDCC)

Real-time Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Service Level Reporting - Data Collection

SAP EarlyWatchAlerts

Business Processes

ServiceLevelReporting

Critical Alert Situations:

Business Process Monitoring

Real-time versus Continuous Monitoring in SAP Solution Manager.

© SAP AG E2E040 9-24

© SAP 2008 / Page 1

Business and Technical Requirements

The business requirements drive the technical and operational environment in a solution landscape

Business requirements and constraintsOrders posted before 9 a.m. should be delivered the same dayOrders should be ready for delivery in the truck before 4 p.m.Time for picking and printing of transport documents is 2 hours Maximum number of fast orders per day is 10000

Technical and operational requirementsJob to generate picking list should be finished before 2 p.m.Parallel processing may be requiredDeliveries should be created as soon as possible, so create delivery job runs at 9 a.m.Jobs should be monitored in view of completionCreation and sending of IDocs should be monitored on a regular basis Error handling procedures for failed jobs and IDocs should be in place

Examples for business and technical requirements that result from the KPIs that have been defined.

Categories for Technical KPIs

High Availability Requirements

System & Performance Management

Network, Operating System

Interfaces Management

Sizing, Data Volume, Archiving

Fault and Error Management

Database Management

Change Management

Security & User Management

© SAP AG E2E040 9-25

© SAP 2008 / Page 1

Technical KPIs - Example

Here is an example summary of main KPI values that come from a real customer SLA.

BI Web Reporting for technical KPI for system “EBG” (development system) and “EBH” (productive system)

© SAP AG E2E040 9-26

© SAP 2008 / Page 1


Solution Manager

Central Monitoring InfrastructureABAP Stack

Java Stack

SAP NetWeaverAdministrator

ABAPSystem

JavaSystem

Non-SAPComponent

Monitoring and management connectivity layer (JMX, Agents, etc.)

Monitoring and Management

Productive Landscape

SLD

NWASLDUMELog Viewer

CCMS Data and AlertsWorkload StatisticsDatabase AdministrationCentral User AdministrationTransport Management Service

System administration must be done on the ABAP and the Java stack of a NetWeaver installation, both locally and landscape-wide, using the appropriate tools provided by SAP Solution Manager, CCMS and, in the case of Java components, in NetWeaver Administrator, among others.

© SAP AG E2E040 9-28

© SAP 2008 / Page 1

System Administration - SAP Tools*

*does not show all available tools

ABAP stackCCMS Data and Alerts Workload StatisticsCentral User AdministrationTransport Management Service

JAVA stackSAP NetWeaver Administrator (NWA)Visual AdministratorSystem Landscape Directory (SLD) User Management EngineLog Viewer

Standalone EnginesTREX AdministrationMDM Console

DB Administration SAP Database CockpitDB Tools

The most important tools and functions available on both ABAP and Java stacks are:

CCMS Data and Alerts: The CCMS monitoring infrastructure provides central access to all important monitoring information. For example, an aborted database backup triggers an CCMS alert. The operator in charge is notified. The operator enters the central operations hub, opens the corresponding CCMS monitor and starts the analysis function, which is attached to the backup alert. The analysis function guides the operator to the corresponding backend system, and displays the database backup log for further analysis.

Workload Statistics: The workload statistics provide a central overview of the overall performance of the landscape components.

Database Administration: SAP offers a database cockpit, which centrally offers key administrative functions like analyzing missing database objects, backup planning, and health checks. This cockpit is currently available for MAXDB and DB2, and will be expanded for other databases with the next major NetWeaver release.

Central User Administration: offers central user maintenance and distribution to the backend landscape.

Transport Management Service: controls the distribution of coding and customizing between landscape components (mainly from development to quality assurance to production system) to safeguard productive system availability.

SAP NetWeaver Administrator (NWA) System Landscape Directory (SLD): SAP J2EE application that contains all relevant information

about software products and components that can be installed in a system landscape, and a description of the current system landscape.

The User Management Engine maintains users and roles for AS Java. A central Log Viewer provides access to all key administrative logs of your backend systems.

© SAP AG E2E040 9-29

© SAP 2008 / Page 1

Example - Managing a Global NetWeaver Landscape

SLD Prod

SLD Prod

SolMan/ CUA Prod

SolMan/ CUA Prod

SolMan/CUA Dev

MDM Prod

MDM Prod

MDM Prod (Win)(1

MDM QA

MDM QA

MDM QA (Win)

MDM Dev

MDM Dev (Win)

MDM IT

MDM IT (Win)

MDM Prot

o

MDM Proto (Win)

XI Prod

XI Prod

XI QA

XI QA

XI Dev

XI IT

XI Prot

o

NWDI Dev

EP QA

EP QA

EP Dev

EP IT

EP Prot

o

EP Prod

EP Prod

SLD WAS 7.0Solution Manager 7.0 SP02

Existing server

New server

NWDI WAS 7.0 J2EE

HW cluster

MDM 5.5 SP05 SAP XI 7.0 based on WAS 7.0 (Java/ABAP)

SAP Enterprise Portal 7.0 (NW Java Server)

TREX indexing engine Prod

TREX indexing & search engine

Dev

TREX indexing & search engine IT

TREX indexing & search engine

Proto

TREX 7.1 on Red Hat EL 4 64bit

TREX search engine Prod

TREX indexing engine Prod

TREX search engine Prod

SLD IT

SLD Prot

o

Here, as an example, a NetWeaver landscape of a SAP customer is shown.

The Landscape consists of “five stages” from sandbox to productive systems

It contains the following NetWeaver technologies:

TREX 7.1 (on Linux)

EP 7 on HP-UX (Java Stack)

XI 7 on HP-UX (Double Stack)

MDM 5.5 on Windows

SLD on HP-UX (Java Stack) has three stages

Solution Manager on HP-UX (Double Stack) two stages

NWDI (Java Stack)

© SAP AG E2E040 9-30

Central System Administration - Functionality

ChallengesHigh administration effort results in high IT costsExpert knowledge on administration tasks for different system types is neededMissing documentation and no reporting functionality

Realization within SAP Solution ManagerGraphical and list display of tasksCentral management of administrative system operations tasksPreconfigured and logical collection of system administration tasksIntegrated issue managementReporting of fulfilled, open and tasks with comments

SAP Products/Technologies currently supportedCRMSRMSCMNetWeaver BI, XIITSALE

“Central System Administration” is a function provided in Solution Manager to realize predefined and customized administrative tasks centrally for SAP systems.

© SAP AG E2E040 9-31

Central System Administration - Workflow

Satellite Systems


Expert Monitor

1

Check SystemGet Task in

Graphic

Confirm Task and get Log

Entry

2

Solution Manager provides a central application to execute, collect data, and display administrative tasks.

Solution Manager work center System Administration is able to show all tasks assigned in CSA.

© SAP AG E2E040 9-32

Central System Administration - Operations Setup

To setup the Central System Administration some steps are needed

Start the Central System Administration by selecting the desired system from your solutionDepending on the type of system (for example, CRM), dedicated tasks are assignedDefinition of execution cycles for important tasksUser tasks can be defined and assigned to user task groups

Key content

The tasks are assigned to different categories:General Basis Administration TasksDatabase Administration TasksPerformance Monitoring TasksComponent specific Administration Tasks

Frequencies can be defined for all tasks either via:SAP default values, or Own defined values

CSA is available for the following ABAP-based SAP products/technologies:

CRM

SRM

SCM

BI

ITS

ALE

© SAP AG E2E040 9-33

Central System Administration - Operations

In operations mode, the execution of tasks is possible:

Graphical and list display of tasksCentral management of administrative system operations tasksChoose a single task from the task list for execution

Key content

The tasks are assigned to different categories:General Basis Administration TasksDatabase Administration TasksPerformance Monitoring TasksComponent specific Administration Tasks

Comments can be added if necessaryShort comments and additional Log Book comments can be entered

© SAP AG E2E040 9-34

© SAP 2008 / Page 1

Work Center - System Administration

Overview Work Center - System Administration Manage regular administrative tasks:

Like background jobs, ABAP short dumps, spool output requests, lock entries User management, CCMS Monitoring etc

Overview of systems and respective tasks User Management of ABAP and JAVA servers

User Management Identity Management Log On Groups Single Sign on

Administrative Tools Archiving DB Administration Output Administration Start / Stop System AS Java Administration

- Configuration Browser / Wizard System Related Tools

- BI Admin Cockpit - Portal Administration - SOA Manager (PI/XI) - TREX Administration

Setup Central System Administration Create new solution

© SAP AG E2E040 9-35

© SAP 2008 / Page 1

Demo

DEM

O

Go to the Solution Manager TT4

Log in with:

User: E2E040-Owner

PW: training

Show the work center “ System Administration” in TT4

Show a CSA task in the work center

© SAP AG E2E040 9-37

© SAP 2008© SAP 2008 / Page 1

System AdministrationArchitecture, Root Cause Analysis,


Improve the technical operation of your solution in terms of performance, stability, and cost-effectiveness.

AnalysisAnalysisExpert WorkshopsExpert WorkshopsDocumentationsDocumentations

E2E Solution

Operations for XI

E2E Solution

Operations for EP

E2E Solution

Operations for CRM

E2E Solution

Operations for BI

E2E Solution Operations Training

SAP System Administration Workshops -End-to-End Expert Competence

SAP System Administration:Reviews main aspects of solution operations for your SAP Solution individually, such as:

ArchitectureInterface settingsDatabase administrationRoot Cause Analysis tools and processesMonitoringPerformance optimizationChange and transport management and functionalitiesRecovery and backup

Optimizes areas of solution operations, which are critical for your core business processes.

To help you with the administration of your SAP solution, SAP offers the service SAP System Administration. This service is part of SAP's Solution Management Optimization portfolio of services, which improves the technical operation of your solution in terms of performance, stability, and cost-effectiveness.

The service extensively analyzes the most important aspects of system administration with respect to core business processes affected by SAP. If a company runs an SAP solution, the IT department, multiple other departments, and the implementation project team are involved in the administration. They work together and distribute tasks to administrate the solution and it is here that challenges occur. SAP System Administration makes sure that all parties involved have clear responsibilities for running the solution.

Duration of Delivery:

Depending on the complexity of your SAP solution and the focus areas required, the duration of delivery is subject to change.

The delivery of the SAP System Administration service is typically seven days in duration.

The preparation lasts one day. The Kick-Off and the following Assessment are normally one to two days in length and are performed by one or two SAP Support Consultants.

Following the assessment, there is a three to five day workshop and a wrap-up session on the final day.

The post-procession which is used to finalize the reports will take another one to two days.

The time required before you see the results of optimized operations depends on how quickly you implement the recommendations from the workshop and the final report.

© SAP AG E2E040 9-39

© SAP 2008 / Page 1

Technical Operations: Unit Summary

You should now be able to:Explain the characteristics and benefits of System Monitoring

Describe the goals and processes of Service Level Management

Explain the characteristics of System Administration

© SAP AG E2E040 9-40

01. e2e040

Documents

sap products

sap word

sap archivelink

sap earlywatch

sap customers

sap maxattentionyou

sap logo

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