sap tech ed_delivering continuous sap solution availability
DESCRIPTION
With the adoption of the enhanced functionality of Solution Manager 7.1, our SAP Infrastructure Team supported an initial go-live followed by rollouts and enhancements while delivering 99.96% SAP application availability. This presentation helps you identify investments in Solution Manager Functionality and ITIL processes that deliver continuous availability for your federated SAP infrastructure.TRANSCRIPT
ITM119 Delivering Continuous SAP Solution Availability
Lovnish Mahajan, Basis Architect & Robert Max, Application Technology Manager, Novelis
ITM 119
Agenda
Lovnish Mahajan, SAP Basis Architect
Robert Max, Global Applications Technology Manager
Availability Management, BASIS Technologies
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
Partner in Parvotech Inc.- SAP consulting boutique -specializing in remote BASIS, Solution Manager and HANA consulting .
SAP Certified BASIS, HANA and Solution Manager Architect.
Over 15 years of experience in SAP BASIS Technologies, ALM, ITSM and Security with SMBs and Fortune 500 companies.
Extensive Experience in strategy, design, development and successful deployment of Application Life Cycle Mgmt. and IT service Mgmt.
Speaker at various conferences including SAPPHIRE, ASUG Annual conference and SAP TechEd.
About – Lovnish Mahajan
Is currently responsible for the technical support of Novelis’ portfolio of global applications including the teams supporting Solution Manager and delivering SAP Basis and Security Administration services.
He has had a key role in the construction of two of the world’s largest SAP Implementations for Fortune 500 consumer products companies.
Active in ASUG, Robert was the founding leader of the Solution Manager SIG, has spoken at numerous ASUG Annual Conference, SAP Active Global Support and TechEd Conferences as well as many regional events.
He has presented at ASUG events, TechEd and SAPPHIRE and awarded best presenter at an SAP AGS event in Walldorf
About – Robert Max
Learning Objectives
As a result of this session, you will be able to: Describe the ITIL Process for improving Availability Identify potential Infrastructure Availability issues Investment in SAP Solution Manager Functionality to improve availability Minimize Planned Outages
Since Go-Live in Oct 2012, SAP Application availability at Novelis has been 99.96% with only TWO scheduled maintenance days annually
Novelis Global Footprint
9
Countries
25
OperationsEmployees
2,786 Kt
Shipments
$9.8b
Revenues
11,000
Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013
Revenues
Employees
FRP Shipments
NorthAmerica
$3.4 Billion
3,100
988 kt
Europe
$3.2 Billion
4,300
847 kt
Asia
$1.8 Billion
1,800
556 kt
SouthAmerica
$1.4 Billion
1,800
395 kt
Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013
Introduction to Novelis and SAP Program
First SAP Go-Live 2012 2014
Where UsedU.S and Canada,
Worldwide
SAP Version Installed
Other Bolt-ons, Applications Implemented
ERP- Ehp5, BI 7.3, SCM 7.0 Ehp2, SBOP 4.0, GRC, Solution manager-SP11
SABRIX, TIBCO, SharePoint, SaaS applications i.e. Poornata, Rate hub, Legacy MES interfaces
Adopted SAP Application Life-Cycle Management
ChaRM, SD, SMSY, Monitoring, HP ALM
Team dynamicsNovelis CoE ( Center of Excellence)
AMS and SAPoD Hosting partner
Novelis is the world leader in rolled aluminum products, delivering unique solutions for the most demanding global applications, such as beverage cans, automobiles, architecture and consumer electronics.
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
ITIL Service Delivery Processes
IT Infrastructure
Service Desk
Service Level Management
Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements
Availability Management
Providing the sustained level of availability required by the business in a cost effective manner
Capacity Management
Ensuring that the capacity and performance needs of the business are being met
IT Service Continuity Management
Ensuring that the necessary IT services can be recovered within the agreed business timescales
Financial Management for IT
Services
Cost-effective control and management of the IT assets and the financial resources used in delivering IT Services
ITIL Availability Management Process RelationshipsITIL PROCESSES
Measurements and Reporting on IT
Service Availability
Outage Reports & Details Of Incidents affecting Availability
Availability Management
Providing the sustained level of availability required by the business in a cost effective manner
Incident Management
Focusing on the quick restoration of service minimizing the impact to the business.
Service Level Management
Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements
Configuration Management
Identifying, controlling and verifying IT components and their inter-relationships. Provides information key to the other processes.
Component Failure Impact Analysis
(CFIA)
Problem ManagementGetting to the root cause of incidents and ensuring that permanent solutions are deployed to prevent reoccurrence.
Identify Trends and Instigate Remedial Actions
The processes decideThe processes decideFEEDBACK
GOAL ACTIVITIES RESULT
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
SAP Infrastructure Components
SAP Infrastructure
Data Center
Network
Server/Storage
Messaging
SAP Application
Bolt-Ons
Database
• Solution Manager Push Alerting• “Other” Tools/Scripts Alerting
Real-Time Monitoring/Alerti
ng
• Checklist Based 1X Daily Health ReviewsManual Health Reviews
•Deep-Dive capabilities and tools for RCA and corrective action
Root Cause Analysis
Capabilities
•SAP EarlyWatch Reports, IT Performance Reporting•System ReviewsTrending
•Operations Proactive Opportunities•Monthly Capacity and Performance Trending
Proactive Reviews and Improvements
•Quarterly Long-Term Capacity and demand ReviewsCapacity Planning
SAP Monitoring Capabilities
Realtime
Periodic
Strategic
•Solution Manager Push Alerting•“Other” Tools/Scripts Alerting
Real-Time Monitoring/Alerting
•Checklist Based 1X Daily Health ReviewsManual Health Reviews
•Deep-Dive capabilities and tools for RCA and corrective action
Root Cause Analysis Capabilities
•SAP EarlyWatch Reports, IT Performance Reporting•System ReviewsTrending
•Operations Proactive Opportunities•Monthly Capacity and Performance Trending
Proactive Reviews and Improvements
•Quarterly Long-Term Capacity and demand ReviewsCapacity Planning
The SAP Solution
Five (5) Production SAP Systems delivering business solutions (ECC, SCM, GRC, BW)
48 plus active production and non-production SAP Systems
Federated Solution includes 8 plus bolt on products
40+ Terabytes SAN storage; 50+ of UNIX servers; 10+ Windows servers
Oracle and DB2 DBMS
In-house COE , AMS partner and Hosting partner SAPoD
Measuring Unavailability - Criteria
Unplanned Outages
Consistent, repeatable end user transactions from multiple locations
Proactively find availability and performance issues before customers do
Reduce end user outages by proactively managing with performance and availability trends
Single Point of Failure Exceeding Planned Outage Windows Lengthy Period of No Response
Planned Outages Consistent, repeatable end user transactions from multiple
locations Proactively find availability and performance issues before
customers doReduce end user outages by proactively managing with
performance and availability trends
Planned Non Concurrent Maintenance Consolidations and Relocations Upgrades and Go-Lives
Service Level Failures
Consistent, repeatable end user transactions from multiple locations
Proactively find availability and performance issues before customers do
Reduce end user outages by proactively managing with performance and availability trends
Batch Processing Windows Exceeded Lengthy Transaction Response Time Business Process Monitoring (BPM) Alerts
Measuring Unavailability A system is unavailable when:
A Critical event has been declared (critical event criteria has been defined per SLA)
Root cause of the critical event is attributed to the Basis area of responsibility versus the business process or functionality layer.
No new users can log on to the system Notes:
Each key group measures the hours their resource is off line.
If a component has failed and the system remains accessible, this is not measured.
In some cases number of outages may be a more reliable measurement than hours of unavailability
Worker Hours lost can be a good measurement of business impact (e.g. Resource Outage plus time necessary to restart the manufacturing line).
SAP Solution Availability Monitoring ToolsSAP
Infrastructure
Data Center
Network
Server/Storage
Messaging
SAP Application
Bolt-Ons
Database
Monitoring
Alerts
Events
ServiceLevels
BusinessProcesses
Tools
HCL- Nimsoft
Solution Manager
Investment in Solution Manager
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
Solution Manager
Novelis- Road Map to BPML
Review
Solution Documentation
Global Template Setup
Setup for Implementation Projects
• Review Business process/Documentation in SolMan
• Identifying lag of usage of SOLAR01/02(transactions, IMG activities, test procedure; process owner, user…)
• How to link SharePoint with SOLAR01/02
• Business processes mapped
• Current objects/programs/ interfaces added
• Map custom programs into the Solutions
• Import/Link Business Process Documents into SolMan
• Maintenance Project Setup
• Setup up Global template
• Global landscape, business process information, test scripts and Training document
• Create Implementation Projects for country/region specific roll outs
• Setup Solution Manager for Business blueprint, configuration, documentation
• Centralized configuration and development
• Testing integration with HP ALM & TAO
Novelis – Use of Solution Manager Road MapService Desk
ChaRM –
Change Request
Management
Business Process
Change Analysis
Integration to HP QC
Integration to Job Scheduling System
Business
Process
Management
Incident and problem Management
Multilevel Categorization
Service Level Agreement (SLA) Monitoring
Implement ChaRM( Normal, Urgent, Defect)
Automated workflow and approval process
Automation for transports of the production environment
Retrofit and CSOL
Management Dashboards and reporting
Integrate HP ALM with Solution Manager
Best practices for Testing
Automated testing – Integration testing
Integration into SAP TAO
Integrate external job scheduling system into Solution Manager
Best practices for Batch job Process
Automated Incident and Change Management
Activate Business process Monitoring
Activate Business process Management
SLA setup
Management Scorecard/reporting
Use BPCA for support pack upgrade, Major release upgrades
Include BPCA in change request management
Novelis –Run SAP like a Factory
Technical
Monitoring
Interface Monitori
ng
Diagnostics/Root
Cause Analysis
Technical
Administration
Technical Monitoring and Alerting
EWA – reports
Alerts/Notifications mechanism
Reporting Dashboards Scorecards
Tibco App Integration monitoring at technical and queue levels
End to End interface Monitoring
Alerts/Notification Mechanism
Reporting
Maintenance optimizer
OSS Integration
Downtime Management
System Administration
ReportingDashboardsScorecards
End-to- End workload Analysis
End-to-End Trace Analysis
System, Host & Database Analysis
End- to –End Business process monitoring
Novelis Test Lifecycle
QA CoE Test Lifecycle Phases
Definition – TG1Requirements – TG1 Design – TG2 Build – TG3 Testing – TG3 Deployment – TG4
- Receive project request for QA CoE services
- Understand project definition & scope
- Define roles, responsibilities and assign resources
- Recommend QA CoE test management tools
- Recommend QA CoE test verification/automation tools
- Establish test activity reporting and communication matrix
- Define QA documentation repository for new project
- Provide level 0 estimate to PM for QA activity
- Attend project kick-off meeting
- Understand requirement and attend requirement walkthrough
- Perform requirement validation & get sign off
- Provide QA CoE testing guidelines: Test Strategy and QC Best Practices
- Draft high-level test plan for new project
- Provide level 1/2 estimates to PM
- Understand design specification& attend design spec. walkthrough
- Design specification validation
- Understand system database schema and implementation specs
- Develop detailed test plan and test cases
- Configure testing tools and software for new project
- Create QA environments
- Provide level 3 estimate to PM
- Perform Business Impact Analysis (scope changes)
- Conduct shakeout testing by Dev.
- Conduct unit and integration testing by Dev.
- Gain unit and integration testing sign-off
- Update QA test cases if required
- Conduct QA test plan & test cases walkthrough and obtain sign off
- Create test data (if applicable)
- Identify UAT teams
- Create UAT test plan & test cases
- Coordinate schedules for iterative QA build releases
- Conduct system functional testing – manual and automation (unit, string, integration, regression)
- Conduct defect reporting, fixing and QA revalidation for build release iterations
- Provide metrics for build release iterations to project stakeholders
- Conduct user acceptance testing and sign off
-Conduct operational Readiness/Security Testing
- Conduct production conversion testing (if applicable)
- Conduct performance testing
- Gain QA testing signoff for project
- Acquire deployment authorization
- Perform lights on sanity test (i.e. system configuration and software installation testing - if applicable)
- Gain deployment sign-off
- Transition resources to production support (if applicable)
- Post Deployment Verification & performance recognition
- Review metrics and lessons learned for process improvement
- Archive artifacts
- Project closeout
No
velis
PM
M G
ates
Scope Analysis & Design Build, Test, Train Go-Live & Close
Technology: Testing ToolsConceptual Design & Licensing
Application Lifecycle
Management(ALM)
(Quality Center)
DefineApplicationRequirements
SAP Solution Manager SAP SolMan
Integration Adapter
BPT
QTPService TestService Test Mgt (Test Data Mgt)
TAO
QA Inspect
Unified Functional
Testing (UFT)
Project Planning & Tracking Release Management Requirements Mgt. Business Models Test Plan Test Lab Defect Mgt
Web Inspect
Fortify 360
SAP
Legend
SAP HP Integration Tool
HP Tool
SAP Tool SAP Purchase
HP In-House
Purchase
Performance Center
(Load Runner)
Test Data Mgt.
Diagnostics
QA
Users / Testers
Novelis Performance on CPI’s
SL# CPI Name Expected Service Level Minimum Service Level SAP Service Levels
001 Incident Response Time – All Severity Level 1 Incidents 95.00% 90.00%
001 Incident Response Time – All Severity Level 2 Incidents 95.00% 90.00%
003 Project Timeliness 95.00% 90.00%
005 Incident Resolution Time – All Severity Level 1 Incidents 95.00% 90.00%
005 Incident Resolution Time – All Severity Level 2 Incidents 95.00% 90.00%
007 Change Management Success Rate - Emergency 95.00% 90.00%008 Root Cause Analysis Delivery Rate 95.00% 90.00%009 Dashboard Availability 99.50% 99.00%016 Customer Satisfaction 4.25 4.00028 Percent of Successful Backups 99.00% 98.00%029 Percent of Successful File Restorations 98.50% 98.00%039 Storage Replication Availability 99.50% 99.00%
SAP Service Levels 018 Database Availability - Production 99.50% 99.00%055 Database Availability - Non Production 97.00% 95.00%019 Event/Alert Monitoring Application Availability 99.50% 99.00%020 Production Server Availability 99.90% 99.50%085 Non Production Server Availability 99.00% 98.00%021 Enterprise Storage Availability 99.99% 99.95%031 Data Center LAN Availability 99.95% 99.95%032 Security Device Availability 99.95% 99.95%
SAP Service Levels 040 SAP Availability - Production 99.95% 99.95%044 SAP Availability - Non-Production 98.00% 98.00%
Novelis Performance on KPI’sSL# KPI Name
Expected Service Level
Minimum Service Level
SAP Service Levels 002 Incident Response Time - All Severity Level 3 Incidents 93.00% 90.00%002 Incident Response Time - All Severity Level 4 Incidents 93.00% 90.00%004 Service Request Response Time 95.00% 93.00%006 Incident Resolution Time - All Severity Level 3 Incidents 93.00% 90.00%006 Incident Resolution Time - All Severity Level 4 Incidents 93.00% 90.00%010 Service Level Reports Delivery 95.00% 90.00%
012 Security-Related Correlated Log Report Delivery Success 95.00% 95.00%
017 Standard Reports Delivery 95.00% 90.00%043 Change Management Success Rate - Standard 98.00% 95.00%
SAP Service Levels 022 Database Availability - Non-Production 96.00% 95.00%023 Non-Production Server Availability 96.00% 95.00%
033 Security Service Availability 99.00% 99.00%
034 Successful Tape Vaulting 99.99% 99.50% SAP Service Levels
045 SAP Average Response Time at Peak Dialog Hour - Non-Production 800ms 1000ms
046 SAP Average Response Time at Peak Dialog Hour - Production 800ms 1000ms
047 SAP Average Response Time in Dialog Task - Non-Production 800ms 1000ms
048 SAP Average Response Time in Dialog Task - Production 800ms 1000ms
057 SAP Average Database Response Time in Dialog Task - Non-Production 600ms 800ms
058 SAP Average Database Response Time in Update Task - Non-Production 600ms 800ms
059 SAP Average Database Response Time in Dialog Task - Production 600ms 800ms
060 SAP Average Database Response Time in Update Task – Production 600ms 800ms
054 SAP Batch Jobs Successfully Completed Within Pre-Established Windows – Production 96.00% 96.00%
061 SAP Event/Alert Monitoring Application Availability 95.00% 95.00%
Availability Root Cause Analysis & Trending
Actions Taken to Prevent Future Occurrences of Unavailability• Full Debrief on Each Occurrence
• Determine Root Cause of Each Occurrence
• Devise Plan to Prevent Future Occurrences
• Trend each Occurrence to Capture and Correct Problem Areas
Minimizing Planned Outages (A Preview)
Improve continuous availability by minimizing scheduled outages: Maintain a significant amount of excess hardware
capacity and expand hardware capacity as seldom as possible (yearly)
Consolidate maintenance into fewer “bigger” events Monitor SAP Service Marketplace for enhancements that
reduce the outage for kernel upgrades, release upgrades and support packs
Replace standard SAP upgrades with Time Optimized Upgrades or Downtime minimized upgrades.
Multiple rehearsals on non production systems to ensure the timing, steps and potential problems of implementing changes have been identified
Minimize post upgrade incidents with Load/Stress and cycle testing
The Program Management Office should plan and fund for an active SAP Infrastructure Life Cycle Management Process as part of the SAP program
Availability Results & Analysis
Summary/References
ITIL Availability Management Process
SAP Infrastructure Components
Summary Utilize the ITIL Service Delivery Processes for Availability
and Service Level Management Implement Guidelines and Tools for measuring
Availability and Service Levels Identify the Infrastructure Components Critical to the
Delivery of the SAP Solution Use Solution manager functionality to streamline SAP
operations Conduct Risk Assessment of Potential Unplanned
Outages Minimizing Planned Outages
Further Information
è
Public Web:SAP Service Marketplace References:
http://service.sap.com/solutionmanagerhttp://wiki.sdn.sap.com/wiki/display/SAPITSM http://service.sap.com/alm http://wiki.sdn.sap.com/wiki/display/SMSETUP/HomeITIL Referenceshttp://itsmfusa.org http://www.itil.co.uk/index.htm
è Americas’ SAP Users’ Group (ASUG)
www.asug.com – Business Integration, Technology & Infrastructure (BITI) Communities Page
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