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SAP FORUM İSTANBUL 2014End User Experience Monitoringİsmail BOZSAP

Basit Düşün, Fark Yarat

© 2014 SAP SE or an SAP affiliate company. All rights reserved. 2Internal

End User Experience Monitoring

• Overview

• Design Time

• Monitoring

• Alerting

• Technical Reporting

• Management Reporting

• Overview• Design Time

• Monitoring

• Alerting





Usecase: Proactive Monitoring – EEM never sleeps

12h 18h05h 22h daytime

Mon

itorin

g C

over

age

EEM synthetic probes

real user observation


Usecase: Stop Fingerpointing

Customer

Local Network

Global Networks

Local IT

Central IT

What EEM can do:

• EEM helps to locate and quantify an issue

‒ Is it related to a specific business scenario?

‒ Is it related to specific location?

‒ Is there a dynamic issue?

•The integrated E2E trace analysis discovers the root cause

The Symptome: „Nobody is interested to solve an issue as

long as he believe the root cause maybe located in another

department“


Usecase: Reliable SLA Reporting from End User Perspective

� A user thinks in a blackbox model: „My business process“. It simply has to work, how ever it works!

� Nobody can define generic, comparable metrics for all components of a technical scenario.

� Nobody is interested in technical details at deeper level on customer side.

Measurement from end user perspective implicitly includes all relevant components without the need to define them in detail



Usecase: Catch and analyze a rare performance issue

The issue was caught by EEM and performance traces were executed automatically.

Details pointing to server side first and showing finally an issue on the DB

E2E Trace Analyse

EEM Realtime Monitoring UI

direct jump‘in


End-to-End visibility with End User Experience Monitoring

EEM Robot

EEM Robot

EEM Robot

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


Integration with E2E Trace Analysis

Client / EEM Robot Enterprise Portal Back-end Systems

SAP Passport

Transaction ID: - Identifies a single request- is always forwarded through the landscape

Trace Flags: - Tells system what activities are to be logged

• Overview

• Monitoring

• Alerting




• Design TimeØ SetupØ Recording, editing and testing of scriptsØ Distribution of scriptsØ Configuration of scripts and robots


EEM Script Recorder and EEM Editor

� Script recorder allows recording of end-user activities based on HTTP/HTTPS or SAPGUI communication

� With script editor several parts of end user script are generalized and customized as handling of authentication, content checks, ….

� Script editor supports testing of end-user scripts before deployment to robots

BusinessTransaction.xml

Script EditorEEM Script Recorder


Design Workflow

Execute EEM script

AnalyzeExecution

Dep

loym

ent

and

Adm

inis

trat

ion

EEM Recorder

EditEEM script

EEM Editor EEM Repository

Rec

ordi

ng

End User Experience Monitoring• Overview

• Design Time

• Alerting



• MonitoringØ Customizable thresholds and viewsØ Real Time Monitoring including traffic lightsØ Fast access to historical data Ø Drilldown and full integration with E2E trace analysis


Realtime Monitoring – Overview

• Central access point to all necessary End-User Experience Monitoring data

• Overview UI to display in on view the current status of the landscape which is monitored be End-User Experience Monitoring

• Drill down via robot or script specific views and to freely configurable analysis views to End-to-End Trace Analysis

• Complete configurable UI meaning the end-user can specify which view is displayed in which tab

Drill down Analysis tools

E2E Trace Analysis

Overview Monitors

Robot / Script specific Monitors


Realtime Monitoring – High adaptive UI layout

Monitoring View mapped to selected tab

Synchronous navigation and focus selection for all views

mapped to a tab


Mobile Application for End User Experience Monitoring


• Design Time

• Monitoring



• Alerting Ø Configuration of thresholds and alert consumersØ Fast access to alerts via Unified Alert InboxØ Automatic alert handling via incidents and notifications


Alerting - Overview

� Central access point to handle End-User Experience Monitoring 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 and single metrics and events

� Integration of analysis capabilities as problem context and monitoring applications

Realtime Monitoring

Alert Type Table

Alert Group Table

Alert Details Viewer


Alert Inbox – Alert type table

Allows to confirm all alert groups belonging to one alert

type and managed object

Shows log of actions which were happen per alert type

and managed object

Allows to postpone certain alert type so that it disappears

from alert inbox

Pre-defined POWL queries per category and managed

object type

Several personalization capabilities for content and

look-and-feel

Configure and display problems context to identify

root-cause of certain symptom

Navigate to EE Monitoring, Landscape Browser and

System Login

Number of status changes per alert type and managed object


• Design Time

• Monitoring

• Alerting


• Technical ReportingØ Aggregation of EEM data in

SAP Business WarehouseØ Fast access to statistical data

on aggregated level including drill down


• Get an aggregated overview of scenario availability and performance behavior over time

• Visualize trends regarding availability and performance for scenario, script, robot and single step

• Optimization of internal processes and setups of IT department (e.g. identification of peek hours, bottlenecks in network throughput , …)

Reporting - Overview

Overview Report

Scenario Specific View

Script Details

Robot Details

Step Details


Reporting - Overview

Report Categories

Scenario Specific Report

Overview Report

Select Scenario(s)

Start Scenario Reporting


Interactive Reporting – EEM Scenario

Scenario Availability

Script Availability

Robot Availability

Step Availability

Scenario Performance

Script Performance

Robot Performance

Step Performance

Availability Performance


• Design Time

• Monitoring

• Alerting




Management ReportingEnd User Experience Service Level Reporting - Motivation

Overview Dashboard

Details View

Configuration Screen

• See several SLA reports on one dashboard

• One view to check if your SLA’s are fulfilled for availability and performance on scenario, script, location or robot level

• Visualize tendency over time in various categories

• Real time monitoring of current compliance of agreed service levels

• Arrangement of reports and their content can easy be changed

• SLA thresholds can be adjusted interactively


Management ReportingEnd User Experience Service Level Reporting - Dashboard

Refresh reported values Switch into

configuration modereports

Independent reports

Independent SLA reports

Independent SLA reports

Zoom

in o

n cl

ick

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