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Business Process Management and MonitoringActive Global Support, SAP AG

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 2

Contents

Definition of Business Process Management

Definition of Business Process Monitoring

Goals of Business Process Monitoring

Scope of Business Process Monitoring

Business Process Monitoring in the Solution Manager

Functional Scope Monitoring Levels Alert Graphics Customizing and Monitoring Session

Release Strategy for Business Process Monitoring

Delivery Strategy for Business Process Monitoring


Why Business Process Management?

Customer

Distributor

Warehouse

Supplier

Subcontractor

Production

Headquarter

SAP R/3

CRMSCM/APO

SRM/EBP

WMS

BW

LegacySystem

LegacySystem


Solution and Business Process Management

Business DepartmentsBusiness Departments

Operation concept including• Monitoring objects• Error handling procedures • Escalation paths

Functional and TechnicalView

Technical View(Process-independent)

Business Process Management


Interface Management

Interface Management

Functional View

• Technical interface description• Monitoring concepts• Error handling procedures

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ew

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AP

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• Functional process description• Functional process operation and control

IT DepartmentIT Department

Systems • OS admin and monitoring • DB administration• DB backup und recovery• Network monitoring• Frontend management

Basis/mySAP Technology• System log monitoring • ABAP dump analysis• Performance monitoring• Workload monitoring

Softw

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Business Process Business Process


What means Business Process Management in Practice?

Business Process Management means to answer the following questions:

Who is responsible and checks for background job scheduling and monitoring of programs RBDAPP01, SAPMV50S, and RV60SBT1?

Who monitors proactively and verifies throughput, performance, and response times of dialog transactions VA01, VL04, VL02N, and VF04?

Who monitors and checks for update errors (SM13) and application log messages (SLG1)?

Create Sales Order

SAP R/3CRM

Create Delivery(SAPMV50S, VL04)

Create Sales Order(RBDAPP01, VA01)

Create and PrintInvoice

(RV60SBT1, VF04)

WMS

Perform Picking

Send PickConfirmation

Post Goods Issue (VL02N)

Who monitors the interfaces?

Who has to be contacted in case of the occurrence of an unknown error? Where can I find this information?


Business Process Management 1/2

Business Process Management comprises all necessary procedures to ensure the operation and the smooth and reliable flow of the core business processes to meet a company’s business requirements.

A Business Process Management concept includes:

1. Roles and responsibilities for all persons involved in the customer’s Solution Support and Monitoring Organization

2. Documentation of the core business processes including all relevant process steps, involved interfaces, business process owners, availability requirements, performance and throughput requirements, and functional dependencies

3. Procedures for proactive Business Process Monitoring, error handling, and escalation management for a company’s core business processes


Business Process Management 2/2

4. Techniques for Integration and Interface Management to ensure data quality and consistency, interface security, and recovery reliability

5. Procedures for Program Scheduling Management including the planning, controlling, and monitoring of all system and business-process related operational activities in a distributed system landscape

6. Methods for Master Data Maintenance regarding the exchange of master data between different software components in a distributed system landscape

7. Procedures for Data Management and Archiving to check for and correct data inconsistencies and to avoid unnecessary data growth

8. Measures for Change Management for a defined workflow on how changes of business processes are applied

9. Definition of Key Performance Indicators for measurable performance key figures of business processes


Assessment Services: Technical Integration Check (TIC, on-site, before GoLive) Solution Management Assessment (SMA, on-site, after GoLive)

Optimization Service: SMO Service for Business Process Management (on-site)

Creating a Business Process Management and Monitoring Concept

Service Report

SAP Solution Management

Optimization Service


Service Center Walldorf-Rot, GermanyPhone +49 6227 7 45581Fax +49 6227 7 55581

Date of Session <May 7th - 8th, 2001> <dat_dummy> Customer No. <0000>Date of Report <May 11th, 2001> Installation No. <0000>On-site Team

SAP System ID <PRD>

SAP Product <EBP>

Release <2.0C>

DB System <Oracle 8.0.5.*>

Customer <Address>

SAP’s Offerings for Business Process Management 1/2


SAP’s Offerings for Business Process Management 2/2

SAP Solution Manager

Within the SAP Solution Manager: Best Practice Documents for Application and Integration Management Solution Monitoring

Business Process Monitoring including Interface MonitoringService Level Reporting

Empowering Training: USCP60 Business Process Management and Monitoring

General Business Process

Management

Best Practice for Solution Management

Version Date: February 2002

The newest version of this Best Practice can be obtained through

the SAP Solution Manager or the SAP Service Marketplace.

ContentsApplicability, Goals, and RequirementsBest Practice Procedure1. Creating a Business Process Management Concept2. Managing the Resulting Documentation3. Coordinating Management and Monitoring Activities4. Managing Procedure Handover and Rollout5. Coordinating Future Procedure Updates and ImprovementsFurther Information

Service Level Reporting

Best Practice Documents

Business Process Monitoring Tool


Business Process Monitoring

Goals of Business Process Monitoring To detect problem situations as early as possible in order to

solve them as fast as possible - before they become critical for the business

By introducing a tool: To provide defined monitoring procedures To enable the customer’s Solution Support Organization

to respond to and to solve problems more proactively

Definition of Business Process Monitoring Business Process Monitoring is the proactive and process-

oriented monitoring of a company’s core business processes It includes the observation of all technical and application-

related functions that are required for a smooth and reliable flow of the core business processes


Business Process Monitoring: Concept

Step 1 Identify core business processes

Step 1 Identify core business processes

Step 2 Identify process steps and interfaces

Step 2 Identify process steps and interfaces

Step 3 Define monitoring objectsand tools

Step 3 Define monitoring objectsand tools

Step 4Define errorhandling pro-cedures and escalation paths

Step 4Define errorhandling pro-cedures and escalation paths

Step 5 Define monitoring activities

Step 5 Define monitoring activities

Phases of a Software Implementation Project

Strategic Framework

Strategic Framework

Technical and Integration Design

Technical and Integration Design

Technical and Operations

Implementation

Technical and Operations

Implementation

Cutover and Start of Production

Cutover and Start of Production

Operations and Continuous Improvement

Operations and Continuous Improvement

Define and Create

a Monitoring Concept

Define and Create

a Monitoring Concept

Implement theMonitoring

Concept

Implement theMonitoring

Concept

Start Monitoring

Start Monitoring

Change Managementin Monitoring

Change Managementin Monitoring

Steps to Define and Create a Business Process Monitoring Concept


Business Process Monitoring: General Scope

Business Process Monitoring includes the solution-wide observation of:

Business process performance (Key Performance Indicators) Background jobs (Program Scheduling Management tasks

(“Ablaufsteuerung”)) Business application logs (such as any error log, general

application log, due list logs etc.) Data transfer via interfaces between software components Data consistency (update processing) Technical infrastructure and components which are required

to run the business processes Required periodic monitoring tasks

Business Process Monitoring is not only a tool. It rather comprises:

Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration into the customer’s Solution Support

Organization


Business Process Monitoring of a mySAP Solution Landscape

SAP Solution Manager business process overview screen

Display Business Process Alerts


Display Single Alerts


Detailed business process overview screen with business process steps (high level)



Display Alert History and Detailed Information

Business process step alert list



Start Analysis Method in

Satellite System

Business Process Monitoring Session

Documented error handling procedures and contact persons

Creation of support notifications, workflow trigger, alert confirmation



Transaction SM37 in Satellite System


SAP Solution Manager 3.2: Functional Scope 1/3

Business Process Monitoring types and alert definition for: (effective from SAP R/3 Release 4.0)

Background jobs (running on SAP Systems with an R/3 Basis) for daily and monthly jobs

Start delay End delay Out of time window Maximum processing time

Dialog transaction performance monitoring (effective from SAP R/3 Release 4.6B) of

Response, queue (wait), load and generation, DB, and frontend (net) time per SAP Application Instance

Update errors for transactions and programs V1 update errors / V2 update errors

Application log messages Due list log messages for deliveries and billings Document volume monitoring of

Inserts, updates, and deletes of any table at any time during a day All alerts which are available or can be configured in the

CCMS Alert Monitor

Job cancellation Wrong parallel processing Job log messages



New monitoring type “Application Monitor” providing Monitoring of application-specific key figures

Monitoring of due list logs (SAP R/3 SD) Monitoring of MRP key figures (SAP R/3 MM/PP) User exits that can be individually customized (ABAP)

Interface Monitoring for: (effective from SAP R/3 Release 4.5B) ALE / EDI (IDoc) (effective from SAP R/3 Realease 4.6C)

OutboundIDoc generatedIDoc ready for dispatchIDoc in external systemIDoc dispatchedError in IDoc interfaceError in External SystemIDoc with delete flagIDoc processing in target system

qRFC Blocked queues Errors in Queue Scheduler

tRFC (generic monitoring of tRFC tables)

InboundIDoc generated IDoc transferred to applicationIDoc transferred to dialog Application document posted Error in IDoc interface Error in application IDoc with delete flag



Handling Features Service Level (SL) Reporting for Business Process Management

based on Statistical performance data (EWA) for Service Level

Agreements Aggregated per day and business process, business process

step, monitoring type, and alert type The number of green, yellow, and red alertsThe number of confirmed yellow and red alerts

Alerts can be directly confirmed (with user and time stamp) Service Desk messages can be manually created for single and

automatically created for any number of alerts E-mails (auto-reaction methods or workflow) can be automatically

created for alerts


Business Process Monitoring: Release Strategy

Software requirements for the SAP Solution Manager to make full usage of the Business Process Monitoring features (confer SAP Note 521820; the latest Support Packages for ST and ST-SER have to be installed):

SolMan Release R/3 Basis Release Technical Release

3.1 (ST 310) 6.20 ST-SER 310/311/320

3.2 (ST 320) 6.20 ST-SER 320

Software requirements for the local R/3 Systems that will be monitored:

Latest versions and Support Packages for the Solution Tools Plug-In (ST-PI) and ST-API (only for Solution Manager Releases 3.1 and 3.2) available on the SAP Service Marketplace http://service.sap.com/supporttools (see also …/installations, …/patches, and SAP Note 539977)



Why Solution Management?

Solution Management gets more and more important in the Internet century:

Complex Solutions with distributed System LandscapesPast: Fully integrated applications in an SAP R/2 or R/3 System with a defined

number of interfaces to legacy system(s), tools for day-to-day operation were included in and provided by the software (Software Logistics (TMS), System Monitoring (ST** Transactions, CCMS Alert Monitor), application error logs, user management etc.)

Present: Internet era with different SAP and non-SAP software components for CRM, B2B (SRM, EBP), B2C, SCM (APO), BW including various interfaces and different technical components (more complex technologies)

Why SAP Solution Manager? Software that serves as a central tool for system and business process

operation for all systems and business processes within your Solution Landscape

Implementation and Operation is covered, including documentation and monitoring of all systems and business processes (and EarlyWatch Alert and Service Level Reporting)

Better supportability of your solution by SAP’s Active Global Support in case of problems and critical situations


Why Business Process Management?

An overall concept for Business Process Management gets more and more important:

Complex business processes that are distributed across various systems and software components in a complex solution landscape

Different and various application error logs on different software components have to be monitored for a distributed business process

The need of a particular system component for a business process is not necessarily obvious and must be documented

Data transfer between different systems using various interface techniques must be monitored


Why Business Process Monitoring?

Why Business Process Monitoring with the SAP Solution Manager?

End-to-end monitoring of business processes Proactive and process-oriented alert monitoring Graphical business process representation (better visibility and

overview) Structured and documented error handling procedures and contact

persons to avoid redundancies in monitoring to Detect problem situations as early as possible Respond to and solve them as fast as possible

One common understanding and view of the Solution for all Business Departments, IT Department, CCC, Solution Support Organization etc.

Increase the business process availability and prevent cost intensive business process downtime as well as overtime for your employees

Lower the Total Cost of Ownership (TCO)


Business Process Monitoring: Delivery Strategy

Business Process Monitoring Configuration Business Process Monitoring will be set up and configured in

the SAP Solution Manager exclusively by the delivery of the Solution Management Optimization (SMO) Service for Business Process Management (due to the complex nature of the overall configuration). This means that BPMon is not just activated by pressing a button in the SAP Solution Manager. Moreover, the customizing of Business Process Monitoring is at the moment generally not as customer self-service available (see SAP Note 521820).

SAP recommends the delivery of an SAP Solution Management Assessment (SMA) Service, which gathers basically all necessary business process information in the SAP Solution Manager, before the BPM Service delivery and hence before the set up and configuration of Business Process Monitoring.


Business Process Management: Service Scope

The Solution Management Optimization Service for Business Process Management comprises:

The creation of a Business Process Management and Monitoring Concept including the definition of

Monitoring objects Error handling procedures Escalation paths

A review of roles and responsibilities of all parties taking part in the concept (optional)

A hand-over procedure to apply the concept to the production environment (optional)

Configuration of Business Process Monitoring in the SAP Solution Manager

Wrap up presentation and summarizing service report

The service covers the analysis of 1 or 2 core business processes (depending on their complexity), and its delivery is planned for 2 consultants for 3 to 5 days on-site.


BPM Service Delivery – Customer Benefits

The BPM Service delivery is beneficial for your company in a sense that it will:

Professional assist you with the creation of a Business Process Management and Monitoring Concept which is a requirement for a distributed and complex solution landscape.

Ensure the operation and smooth and reliable flow of your company's core business processes by a defined and tool-based methodology.

Establish proactive and process-oriented Business Process Monitoring procedures based on the SAP Solution Manager including the definition of monitoring objects, error handling procedures, and escalation paths.

Enable your Solution Support Organization to configure, set up, and use Business Process Monitoring in the SAP Solution Manager to

Detect problem situations as early as possible and to Respond to and solve them as fast as possible.

Provide knowledge transfer to your Solution Support Organization in all of these areas by experienced SAP Support Consultants.

By this means, increase the business process availability and prevent cost intensive business process downtime as well as overtime for your employees.

Business Process Management and Monitoring

Active Global Support, SAP AG

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