2. sapsa run sap like a factory 19.11.2013

Timo Rajamki , SAP Active Global Support Nordic

November 2013

2013 SAPSA

Run SAP Like a Factory

Agenda

What is Run SAP Like a Factory

OCC Operation Control Center

Application Operations

Business Process Operations

2013 SAP AG or an SAP affiliate company. All rights reserved. 4

Change

Single Source of Truth

Single Source of Truth

Application Lifecycle Management Run SAP like a Factory



Build Execution

Test Execution

Deployment

execution

Build Mgmt

Test Mgmt

Release &

Deployment Mgmt

Design Mgmt

IT Service Management

Minor Release

Urgent Change

IT Portfolio and Project Management

Project

Portfolio

Major Release

SAP Solution Manager - One Integrated Solution for IT Management

Business

Requirement Enhancement

Incident

Problem

Request for Change

IT Infrastructure Operations


Problem Management (re-active / pro-active)

Run SAP Like Factory Concept C

han

ge M

an

ag

em

en

t

Operations Control Center (OCC)

Incident and Problem Management

Do Check

Plan Act

Status Core

Business Processes

Central Alert Inbox Status System

Components

Status Business

Users

Event Management

Central Monitors/ Dashboards Continuous

Improvement Process

Agenda






Solution Operation - Customer Challenges

Identify the Root cause of problem. Missing

root cause analysis tools.

Proactive end-to-end Monitoring is missing.

Challenges to move projects or releases in to

production.

No transparency or visibility to system

operations Performance & Availability

Customer Challenges

No reporting tools available.

Real time reporting is missing.


In short:

Get full transparency about the status of your core

business processes and the IT landscape

What you get:

Clarity on the current state of your entire IT landscape in

the operations control center

Instant warnings in case of major business exceptions and

technical problems so you can take swift actions

Intuitive dashboards provide clarity to all IT support levels

Operations Control Center Central monitors


Operation Control Center Concept

Manage Operational Efficiency

Is IT on top of projects and operations?

Are budget, capacity and skill development on track?

Are all my system up and running?

Operation Control Center Selected auto refreshed status monitors Application and Business Process oriented real-

time monitoring for the whole solution landscape

Two Operation Experts required per shift

Exceptions are automatically detected and Guided Procedures for

Resolution are available

Expert Tools for root cause analysis and problem resolution in place

Demonstrate Value of IT

Does IT help the business to grow?

Is the business using the IT solution sufficiently?

Is business continuity guaranteed?

Is throughput as expected from a business side?

Work Centers

Dashboards


Business Process Operations and Application Operations

Business

IT

Operations

Control Center

Business Process

Analytics

Detect

Problem

BP KPI & Data

Consistency

Monitoring

Business Process driven view for

selected Jobs, Interfaces, Scripts

and Technical KPIs

Dashboards

System, Database &

Host Monitoring

End User Experience

Monitoring

Interfaces & PO

Monitoring

Job & BI Monitoring

Alert and

Event

Management

Incident and

Problem

Management

(optional

component)

Route

Problem

Guided Procedures

IT Task

Management

Root Cause

Analysis

Resolve

Problem

Business Process

driven Root Cause

Analysis

Exception

Management

Business Process

Improvement


Innovation Control Center and Operation Control Center with premium access to Mission Control Center

Innovation Control Center

Build SAP like a factory

Reduce implementation cost

Reduce time to value

Smoothen transition to operations

Avoid unnecessary modifications

Mission Control Center

Enhanced Back Office

Direct access to unmatched

expertise from SAP and ecosystem

Fast issue resolution

Operations Control Center

Run SAP like a factory

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of operations

SAP Solution Manager Customer

SAP


Run SAP Like a Factory Benefits

Providing transparency about the status of business

processes , system availability and performance.

Identify the Root cause of problem . Missing

root cause analysis tools.

Proactive end-to-end Monitoring is missing.

Challenges to move projects or releases to

production.

No transparency or visibility to system

operations Performance & Availability.

Customer Challenges Run SAP Like a Factory

No reporting tools available.

Real time reporting is missing.

Moving to pro-active monitoring via the central alert monitors

Monitor components of the end-to-end processes to ensure

that they are available and stay available for all your critical

processes.

Rapidly identify the root cause of a problem, and restore

service if any interface or component fails.

Increase operational transparency for core SAP systems via

Interactive reporting and Management Dashboards


Operations Control Center - Description

An Operations Control Center (OCC) consists of:

1. A set of central monitors, which permanently report the status of the business processes and

related IT landscapes, including important business and technical exceptions.

2. An infrastructure, which pro-actively monitors the solution 24x7 without manual effort, and which

triggers and correlates alerts in case of problems. The alerts are bundled in an alert inbox.

3. A small team of technical and functional IT operators, who work on these alerts in a

standardized event management process.

4. A continuous improvement process, which identifies problem areas with potentially high

business risk. Continuous improvement then initiates and tracks corrective action.

Agenda






Application Operations Overview

In short:

Monitor and manage all components of your IT environment

What you get:

Clarity on the performance of your systems, interfaces

applications

Instant alerts in case of exceptions so you can take swift

actions

Full transparency about the root cause of incidents in your

entire IT landscape and the right tools to fix it

Discover negative end-user affecting system behaviors before

the end user recognizes them

Optimize the technical performance and throughput of your

systems


SAPs E2E Monitoring and Alerting Infrastructure The Evolution

Local

CCMS

Central

CCMS

Integration of System and

Application Monitoring

ABAP ABAP SAP

J2EE SAP (ABAP,

Java, BOBJ,

SUP, HANA, )

Non-SAP (IBM

WebShere,

Tomcat, MS .Net)

Application

Monitoring

System,

Database

and Host

Monitoring

PI Mon IC Mon

EE Mon BI Mon

Integration of

SAP IT Infrastructure

Management

Configuration

Management

Database

Monitoring

and Alerting

Integration

CMDB

Integration of

Business Process

Monitoring

SAP Solution Manager 7.1

Business Process KPI

Monitoring

Data Consistency

Monitoring

Unified Job Monitoring

Unified Interface

Monitoring

Message Flow and

Workflow Monitoring

SP01

SP05

SP05 SPXX


Scope of Application Operations

System & Application

Monitoring

One infrastructure for monitoring and alerting

covering SAP & non-SAP applications

- System, Database & Host Monitoring

- End User Experience Monitoring

- Interface & Process Orchestration Monitoring

- Job & Business Intelligence Monitoring

Data Volume Management

Manage data growth and data reduction

measures in your landscape

Technical Analytics

& Dashboards

Dashboards for different target groups with

sufficient look-and-feel; pre-packed, extendable

or customer specific

Root Cause Analysis &

Exception Management

Analyze issues in heterogeneous landscapes,

ensure compliant configuration and reliable

handling of technical and business exceptions

Technical Administration

& Guided Procedures

Automated and guided handling of IT related

activities including IT Task Management


Unified Alert Inbox the primary Alert Consumer

Central access point to handle all types of alerts

Efficient alert handling based on consolidation of single alerts to alert groups

Integration of most common alert handling mechanism as status tracking, incidents,

notifications and 3rd party integration

Drill down from alert type to alert groups, alert instances and single metrics and events

Integration of analysis capabilities as problem context and monitoring applications

Alert Type

Alert Group

Metric Viewer Alert Details


Efficient handling via System Monitoring

System hierachy

Details Tree

System list

Metric Viewer

Mobile Application

Browser based Application


End-to-End visibility with End User Experience Monitoring

Alerting and

Reporting Store

SAP Solution Manager

EEM Robot

EEM Robot

EEM Robot

End-to-End

Reporting

SAP Solution Manager

Robots start end user scripts according to configuration and receive responses, conduct response time

measurement and send results to SAP Solution Manager

Monitoring

Alerting

Analytics

Production

SAP Solution Manager receives results, collects corresponding server-side performance data and visualize it in End User Experience Monitoring application

SAP Solution Manager forwards measured data for Alerting and Reporting purposes


Understand interface landscape

with Interface & Connection Monitoring

Interface Channel with human understandable tags are used to

abstract from a concrete technical

implementation of interfaces

All relevant interface technologies (RFC, WS, IDOC, PI, Flat File,

Gateway) are supported

Topology view allows to understand layout and status of interface

landscape

Dashboard view provides clearly structured overview regarding

most important metrics per

interface channel

Complete integration in E2E Monitoring and Alerting

infrastructure and Exception

Management Cockpit Typical customer

interface landscape

Dashboard View

Topology View


Reduce costs of operation with Process Integration Monitoring

PI Monitoring Application centralizes all information relevant

to keep an PI domain up and running:

Overview per PI domain (good-morning page for PI administrator)

Availability and Self Checks for PI Components

Status information for PI Channels

Error and backlog information based on PI Message Statistics

PI Monitoring is completely integrated in E2E Monitoring and Alerting, Notification/Incident Management and Root-Cause

Analysis in Solution Manager as well as with PI local tools

Message based Alerting is based on alerting rules in PI Integration Directory which allow aggregated alert view or

individual alert view (to prevent flooding of Alert inbox)

Cross-component message search can be used for payload-based message search cross several PI

components (usage of predefined filters and queries based

on payload attributes)

PI Monitoring Application

Message based Alerting

Cross-component Message Search


Business Intelligence Monitoring as central entry point

BI Overview Monitor shows at a glance current status and open alerts for all components

Summary of alerts and status worst case of all systems in the BO Web Layer, BO Server

Layer and BW System Layer

BO Server Layer Sys

tem

Mo

nito

ring

BO Web Layer

BW System Layer


Technical Analytics Sufficient standard content

System relevant Reports are provided for categories Availability, Performance, Exceptions, Capacity and

Usage and are focused on ABAP and Java

End User relevant Reports are provided for categories Availability and Performance and are running in context

script and location

Reporting Framework provides navigation and time/context selection and is open for enhancements

Interactive Reporting

Dashboards

System relevant Dashboards cover Performance and Availability and configuration settings allow to restrict

system scope and time frame

End User relevant Dashboards cover also Performance and Availability and configuration settings allow to restrict

scripts/locations and time frame

Dashboard Framework is open to integrate own-developed dashboard applications


Usage of Interactive Reporting System Specific Reports ABAP based Systems

System Availability

Instance Availability

Host Availability

System Performance CPU Utilization

DB Utilization

Memory Utilization

File System Utilization

Paging Rate

Trans/Reports

RFC Destinations

DB Availability

Response Time Distribution

Response Time Composition

DB Performance

Applications

DB Usage

WebServ.Cons.

User Activity

ABAP Exceptions


0

20

40

60

80

100

120

140

160

0

0,5

1

1,5

2

2,5

3

3,5

4

4,5

CW42 CW43 CW44 CW45 CW46 CW47 CW48 CW49

Average Number of Dialog Steps Response Time per Dialog StepS

eco

nd

s

# D

ialo

g S

tep

s

FI 1 Last two months

0

20

40

60

80

100

120

140

160

0

0,5

1

1,5

2

2,5

3

3,5

4

4,5

Average Number of Dialog Steps Response Time per Dialog Step

Se

co

nd

s

# D

ialo

g S

tep

s

FI 2 Last 30 Days


System Performance Top 5

Transaction

Availability HW Resources Backup Status

FI 2

FI 1

EWM

FI Systems This Week - CW49

3

+10%

2,3 s

-10%

0,9 s

-10%

1,2 s

95%

95%

100%

Add percentage

variation and

average time Colour based

on the

threshold

Number of

transactions

with negative

trend

,3 red

% availability

System Performance Top 5

Transaction

Availability HW Resources Backup Status

RUN -10%

1,2 s 100%

HR Systems This Week - CW49


18 %

13 %

12 %

10 %

7 %

40 %

Executions/Current Week

Z_CREATE_SFIR

Z_CREATE_CFIR

ZTM_DOC_CALC_COST

SESSION_MANAGER

Z_TOUR_MONITOR

Other

Transaction Weeks Avg. Exec./Day Trend Avg. Resp. Time Trend

Z_CREATE_SFIR 4 5034 1034

Z_CREATE_CFIR 5 3560 1250

ZTM_DOC_CALC_COST 1 3200 1570

SESSION_MANAGER 6 2863 2350

Z_TOUR_MONITOR 8 1780 3320

0123456 Z_CREATE_SFIR

Z_CREATE_CFIR

ZTM_DOC_CALC_COST

SESSION_MANAGER

Z_TOUR_MONITOR

Average Response Time per Transaction

Agenda







Overview

Business process operations provides a business process oriented approach to the IT and business department to operate the mission

critical business processes covering:

Monitoring and alerting on the performance and exceptions of business processes.

Efficient and effective control over all background jobs.

Early detection and resolution of data inconsistencies.

Providing transparency to improve the business process flow through the IT solution

Optimize the technical performance and throughput of business processes

For business process operation you can use tools like Business Process Monitoring, Job Management and Data Consistency Management in SAP Solution Manager.

Business Process Analytics and the Business Process Monitoring Dash Boards can used to for a close cooperation between IT and Business Department to monitor the health of business processes and continuously improve them.


Business Process Monitoring Focus Areas Alert Monitoring, Analytics, Dashboards

IT Business Business Process

Stabilization

(monitor interfaces & jobs)

Business Process

Improvement

Analysis of document backlog

Business Process

Improvement

Analysis of other exceptions

Minimize interface failures Minimize errors or delays in

background processing

Maximize technical performance Avoid functional errors (e.g. ABAP

dumps, update errors)

Identify standardization issues by internal benchmarking

Identify systematical end-user handling errors and possible training

gaps

Close process design gaps Adjust customizing and/or

configuration

Clean up old & open business data

Reduce Time to Market by Lead Time calculation for certain process steps

Analysis of Inventory (Slow Moving Stock)

Optimize Supply Chain (STO Value in Transit, STOs without Deliveries)

Reduce exceptions in Order Management (Credit Memos,

Rejections, Incompleteness)

Protect initial investment Make most of initial investment & achieve optimum according to plan

Alert Monitoring for interfaces, background jobs

& cross-application

Business Process Analytics & Alert Monitoring

(application-specific)

Business Process Analytics

Business Process Operations Dashboards


Business Process Monitoring Information Flow High-level Overview

Solution Manager

Service

Level

Reporting

Continuous Online Alert Monitoring

Solution Landscape

BW (ad-hoc)

Reporting

People

Service

Desk

Message

SMS Email

Dashboards


Business Process Monitoring Workflow Example: Order to Cash

Backlog of CRM Orders in

Status Error in Distribution

qRFC Monitoring of

critical queues

Backlog of open ERP

Sales Orders

Backlog of open

Outbound Deliveries

Invoices not transferred to

Accounting

No. of Inbound SHPCON

IDOCs in Error Status

Deliveries with

overdue Invoices


Business Process Monitoring Available Data Collectors High-level Overview

Application specific monitoring (Throughput & Backlog Indicators) for

SAP ERP (SD, MM, PP, LE, WM, PM/CS, QM, FI) & SAP EWM

SAP CRM (Sales, Services, Customer Interaction Center; Marketing)

SAP APO (planning runs in DP, SNP, PP/DS, gATP/BOP)

SAP SRM (Self-service Procurement, Sourcing Cockpit)

Background Job monitoring for

Single background jobs, SAP BW Process Chains

Interface monitoring for

IDoc, BDoc, tRFC, qRFC, bgRFC, Batch Input, flat files, SAP PI

Cross-Application monitoring for ABAP dumps, Update errors, number range fill-level, Application Log entries,

Performance monitoring for transactions and RFC processing

Industry specific monitor enhancements for

SAP Apparel and Footwear, SAP for Automotive, SAP for Banking, SAP for Retail, SAP for Utilities

Data Consistency monitoring for

SAP ERP, SAP CRM, SAP APO

Complete catalog available under

http://service.sap.com/bpm > Media

Libary > Customer Information >

Business Process & Interface

Monitoring - Part 2


SAP Business Process Analytics Definition and Functional Scope

What is Business Process Analytics?

BP Analytics is a tool to support the BP Improvement Methodology

BP Analytics is based on SAP BW

What is supported by Business Process Analytics?

(Internal) Benchmarking

Age structure of document backlog

Trend analysis

Direct link to managed system (detail list)


Business Process Operations From Analysis to Stabilization & Improvement

SAP Business Process Analysis

performed on SAP ERP, SAP CRM or

SAP SRM backend system

Case 1: Improvement potential

has been identified in

application as well as cross-

application area

Step 1: Stabilize processes

with BPMon (esp. jobs &

interfaces)

Step 2: Improve processes with

BP Analytics

Step 3: Provide data to

management with BP

Operations Dashboards


Business Process Analytics Age Structure


Business Process Operations Dashboards Example: Manager Distribution Center

Dashboards are freely

configurable in three basic

steps:

1.Select key figures and

characteristics to be displayed

2.Chose chart type per key figure

3.Arrange different charts in one

dashboard and assign user

groups


Why Focus on Job Scheduling Management? Applications & Challenges

Goal Application Challenge

Visibility

Job Documentation

provide standardized & web-based documentation avoid unnecessary job processing (forgotten jobs) avoid unnecessary slow support processes living documentation vs. one-time documentation

Efficiency

SAP Central Process

Scheduling by Redwood

... automate job processing where possible (job chains)

schedule across system boundaries event-driven vs. time-driven scheduling control end-user jobs (job interception)

Effectiveness

Business Process

Monitoring

ensure that jobs start/finish at the right time ensure job processing within given time windows correlate important jobs with business processes management by exception

Governance

Job Request

provide standardized & web-based request form integration with standard incident management process integration with standard change management process integration with documentation, scheduling & monitoring

Clean-up

Job Scheduling

Management Health Check

ensure even workload distribution avoid unnecessary often job processing discontinue jobs that are no longer needed avoid redundant job processing

2. sapsa run sap like a factory 19.11.2013

Documents

sap ag

sap affiliate company

business continuity

infrastructure operations

problem management

status monitors application

solution landscape

root cause of problem