SAP MaxAttention Summit 2011 SAP Solution Manager 7.1

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1 SAP MaxAttention Summit 2011 SAP Solution Manager 7.1

2 ORCHESTRATION SAP MaxAttentionª Summit 2011 White Paper: SAP Solution Manager 7.1 or the whole Customer Solution Version 1.0 // July 1,

3 SAP Solution Manager 7.1 for the Entire Customer Solution Customers are constantly striving to get the most value out of their SAP investment. This goal usually has two aspects:! Serving Business Needs : As the SAP solution supports the customerõ s business, the solution must on the one hand be functional 24/7, and on the other support the ever-changing demands of todayõ s business world. The former means that the customerõ s IT organization has to ensure business continuity, and the latter often means the implementation of new, or the adaption of existing, business processes! Optimizing Costs & Continuous Business Availability: CustomersÕ IT organizations continuously try to optimize the costs of the implementation, operation and maintenance of an SAP solution, while at the same time improving its quality, stability and continuous business availability To achieve these goals, customers need a robust, flexible and comprehensive management solution for both SAP and non-sap components. In order to implement, change and run non-sap components (often based on 3rd party application infrastructure such as Microsoft.net or IBM WebSphere) the same way as SAP components, they need to be able to do the following:! Register non-sap components in the SAP component repository (e.g. MOPz, Landscape Management)! Integrate non-sap components into the SAP change and transport management system (CTS+)! Instrument non-sap components to provide metrics for diagnostics! Integrate non-sap process steps into Business Process Monitoring and Analytics! Integrate non-sap reporting data into SAP dashboards SAP delivers SAP Solution Manager, a management solution which is widely used in the SAP customer community, within SAP Enterprise Support and SAP MaxAttention. There is a wide-spread perception among SAP customers that SAP Solution Manager is purely from SAP, for SAP, i.e. it contains only what is minimally required to manage the SAP components of a heterogeneous SAP Solution. Such customers believe that they need to look elsewhere for a comprehensive management solution which fulfills the above criteria. This paper challenges this assumption: with the advent of SAP Solution Manager 7.1, SAP is delivering a management solution which is capable of managing both SAP and non-sap components. LANDSCAPE MANAGEMENT The registration of all technical components in a central directory is fundamental to the successful management of a heterogeneous SAP solution. With SAP Solution Manager 7.1, SAP introduces the Landscape Management Database (LMDB), which is an open and extensible landscape modeling approach based on the CIM standard. This allows SAP to deliver, with SAP Solution Manager, out-of-the-box modeling information for all types of technical components, such as technical systems, instances or scenarios. At runtime, so-called data suppliers deliver the actual technical information, based on the actual installed technical component. Information about each technical system contains the following instances installed at the following hosts or delivered regularly by so-called inside auto-discovery. Manual data maintenance is no longer required. This is especially important because the solution landscapes are becoming more and more flexible because of intensive use of virtualization and cloud computing. If no data supplier is available for a technical component, it is still possible to model it manually with an appropriate editor. Beside inside auto-discovery, so-called outside auto-discovery is also supported. This means that we discover the components for all technical components with no data supplier, via public interfaces, such as WBEM or WMI. This is, for example, the case for Operational Systems, Database Management Systems or Windows-based components. Version 1.0 // July 1,

4 Customers can enhance the Landscape Management Database manually, by entering their technical systems with the help of the so-called Ò Technical System EditorÓ. To do so, various pre-defined system types, such as Ò IBM WebSphereÓ and Ò Apache TomcatÓ, as well as generic system types, such as Ò Unspecific SystemÓ or Ò Unspecific ClusterÓ, are already available, out -of-the-box. The manual modeling can refer to the pre-defined system types. To avoid manual modeling, it is also possible to use data suppliers provided by SAP or by the customers themselves. Correct technical modeling is the prerequisite for rootcause analysis or monitoring. In addition to modeling applications and systems, it will also be possible to integrate IT Infrastructure components into the applications provided by SAP Solution Manager. This will be achieved by the product SAP Infrastructure Management, which is based on the Realtech Ò TheGuardÓ product. SAP Infrastructure Management is based on Configuration Management Database (CMDB), including appropriate autodiscovery methods. It covers technical components such as network devices, storage, printers, client PCs, and mobiles; essentially anything which can be identified by an IP address. The integration between SAP Infrastructure Management and SAP Solution Manager will be intensified in SAP Solution Manager 7.1, starting in In SAP Solution Manager 7.1, we combine all information retrieved via inside or outside auto-discovery (based on LMDB), and IT Infrastructure information (based on CMDB), into a complete picture of the technical solution landscape. Only in this way is it possible to guaranteea single source of truth. CHANGE AND TRANSPORT SYSTEM The Change and Transport System (CTS) is the central tool for managing changes made to Customizing and Repository data, in the IMG or ABAP Workbench. The CTS records all changes in change requests. The changes in change requests can be linked together logically, or can be independent of each other. Developers in a team can use a common request. You can create documentation for a change request, in which you can describe your changes in detail. This makes it easier to see which data was changed by which user, and why. When you have finished your work in the IMG or ABAP Workbench, or have completed a certain stage, you can release the request. The change request is then used to copy the changes from this client into other clients or systems. This automatic procedure is known as a transport. Transporting changes by CTS allows you to develop in one environment, test your development in a test environment, and then, when it has been tested, to use it productively. This makes sure that productive operations are not placed at risk by faulty settings or program errors. Transports of changes between clients and systems are subject to rules that are set in the CTS configuration in the system landscape. One rule could be that changes are transported into a test environment before they can be copied into the production environment. All transports are logged, so that you can see when a change request was imported into a client or system, and whether there were any errors. The enhanced Change and Transport System (CTS+) enables you to transport Java objects and SAPrelated non-abap applications, into your system landscape, as well as ABAP objects. You can also administer non-abap systems in a CTS transport domain in the SAP NetWeaver Application Server ABAP. The aim is to have one transport tool that supports all development workbenches and applications. The tools for creating applications and content remain the same. The different workbenches offer options to attach your objects to a CTS transport request. The level of integration depends on the particular workbench. In this way the enhanced Change and Transport System provides a unified transport tool and makes it easier for administrators to perform imports. You only need access to one tool to perform imports for different backend systems. The deployment tools are called automatically. CTS allows you to monitor imports and analyze errors. The queues and history in CTS give an overview of imports that have already been performed, or which are planned. The Enhanced Change and Transport System (CTS+) provides customers with various ways of integrating their own deployment logic into the CTS+ deployment process. If some content needs to be transported from development, via quality assurance, into the productive system, and the deployment methods provided by SAP donõ t support such content out of the box, the customers can implement the required deployment logic on their own, on top of the strong SAP CTS framework. SAP provides two options: File transfer and scriptbased deployment. Version 1.0 // July 1,

5 File transfer: The CTS+ file transfer option is the easiest way to integrate non-sap applications. CTS+ supports the transport of any file type. Customers can define a dedicated Ò exportó folder for the manual upload via the transport organizer web UI, in parameter settings. After changes have been exported and attached to a transport request, the request has to be released and imported. This is done by tools inside CTS. A parameter has to be set to specify where the non-abap files attached to a transport request are to be stored after the import. Additional activation steps or configuration after the import must be done manually on the target system. CTS+ allows you to monitor imports and analyze errors. The queues and history in CTS+ give an overview of imports that have already been performed, or which are planned. Script-based deployment CTS+ Integration can be achieved with batch/shell script. Scripts need to be executed on SAP Solution Manager. The script should be implemented as a standard batch script (.bat) for Windows-type operating systems, or as a standard shell script (.sh) for UNIX-type platforms. The decision depends upon under which operating systems the SAP NetWeaver Application Server JAVA (JAVA AS) hosting the CTS+ Deploy Web service (DeployWS) runs. If the JAVA AS runs on a Windows platform, the deploy.bat batch script has to be used. If the JAVA AS runs under a UNIX-type system, the deploy.sh shell script has to be used. If the JAVA AS is runs in a cluster on both Windows and UNIX-type systems, both script implementations are needed. The batch script is responsible for the application type-specific deployment needed at the customer site. The list of predefined parameters will be passed, together with the script invocation from the CTS+ DeployWebService. The parameters list is designed so that the parameter values explicitly and clearly provide all the information needed for the required deployment. In other words, the CTS+ DeployWebService just delegates the deployment request to the well-defined batch script, and expects reasonable results to be returned. What the script does, and how it does it, is up to the script provider. The script developer can implement, for example, simple ftp-based file copying, or start any other script, or run a deploying client application. If you already have a Python deployment script, or you would like to develop such a script in PERL, you can do so. All you have to do in the batch script in such a case, is to adjust it and to handle the incoming parameters, so that your Ò realó deployment application can understand them. Then call your application, and when it finishes, return the corresponding return code. During the deployment procedure, the multiple transport requests containing the multiple transport entities, are processed by the CTS+ DeployWebService. The batch script will be called for each transport entity separately. Reasonable return codes need to be returned, to optimize and monitor the deployment process. So, for example, if a fatal error occurs during the transport entity processing, it makes no sense to proceed with the deployment of the remaining transport entities. In the case of errors, the error descriptions need to be printed into the standard error stream, to ensure proper monitoring. Additionally, any log messages can be printed into the standard output stream. These errors and output can be then read by the CTS script caller, and passed to the CTS deployment log. Planned Options in the future Export: In the future, SAP plans to provide an export API (based on Web services) on the SAP Solution Manager. Customers will be able to integrate CTS+ options into non-sap development environments (using the new API, e.g for Microsoft Sharepoint integration) Import: In the future, SAP plans to provide an Application-Specific Deployer (EJB). After changes have been exported and attached to a transport request, the request has to be released, and the import started. The EJB executes the actual import. This means that the content or development attached to the transport request is now integrated into the application, so that it is ready for use by the end-user. Additional activation steps, or configuration after the import, should not be required on the target system. The administrator who executes the import should not need any knowledge of this step. The import mechanism of the application should be able to indicate whether the deployment/import was successful. This information has to be returned to CTS. The CTS administrator can then keep an overview of the imports performed, and whether they were successful. The first product which uses the EJB is Microsoft Sharepoint 2010, which is therefore fully integrated with CTS+. Version 1.0 // July 1,

6 BUSINESS PROCESS MONITORING & ANALYTICS Business Process Monitoring (BPMon), part of Solution Monitoring in SAP Solution Manager, is the proactive and process-oriented monitoring of the most important or critical business processes, including the observation of all technical and business application-specific functions that are required for the steady and stable flow of the business processes. The core business processes that are implemented in an ERP or other software and operated by a company, are of particular importance, and Business Process Monitoring ensures the smooth and reliable operation of the business processes, and that the core business processes meet a companyõ s business stability, performance, and completeness requirements. Business Process Analytics is a new analytics application based on SAP Solution Manager BW and Business Process Monitoring data, that helps business process managers in business units, and business process experts in the IT department, to identify further potential for improvement of the business processes. This improvement potential can be found in various areas, such as the identification of standardization issues, systematic end-user failures and end-user training gaps, as well as identification of process design gaps or master data issues, and incorrect configuration and customizing. Different functions within Business Process Analytics, based on Business Process Monitoring, support the analysis of improvement potential:! Internal Business Process Benchmarking Ð Identification of areas with potential for improvement, to find best-in-class organizational units or outliers of particular document types! Trend Analysis Ð Analysis of how the backlog of open business documents develops over time, to see if implemented corrective actions are effective and successful! Age Analysis Ð Analysis of the age distribution of open business documents over the last years and months, to see when overdue and backlog documents have been generated. Is there a pattern?! Detailed Analysis Ð Detailed Analysis of open business documents, to identify possible root causes, i.e. a detailed list of all documents in backlog, with the possibility to jump directly into the affected business document. Business Process Monitoring for Non-SAP/Non-ABAP Systems Business Process Monitoring provides customers with various methods of integrating non-sap technologies into Business Process Operations, to extend the scope of process-oriented monitoring to end-to-end. SAP provides several ways of including non-sap systems: Access via ABAP Database Connectivity (ADBC), access via Web Services, and access via a BW system. Common capabilities, such as integration into service desk messages, trend reporting, or alerting and notification mechanisms, can be used for these features as well. ADBC Monitoring for Non-SAP Systems The ADBC solution is the most flexible and easy way to integrate customer-specific functionality into E2E Business Process Monitoring. All that is required is a secondary database connection from SAP Solution Manager to the database of the non-sap system, and basic knowledge of the data model in this system. Simple key figures can be maintained quickly within the business process monitoring setup, by specifying the database table and fields to be accessed, without any programming effort. The well-known user exit framework used in Business Process Monitoring to extend the monitoring capabilities for SAP systems in case of customer specific needs, can be used to develop more complex scenarios for non-sap-systems as well, using the ABAP programming language, based on helper methods provided by SAP. This implementation method can also be used to hide the complexity of the underlying data model in the non- SAP-system from the Business Process Monitoring end user. The effort required to implement ADBC-based monitoring depends heavily on how well the data model for the non-sap system is known. While the effort is usually low for systems developed in-house, where the data model is very well known, it will be more difficult for foreign systems in which you do not know the data model, and have to discover it by trial and error or with the help of a partner. Version 1.0 // July 1,

7 Web Service-based monitoring for non-sap systems While the ADBC solution is very powerful, it is sometimes desirable to separate the data model in the non- SAP-system from the implementation in the SAP Solution Manager, e.g. if the non-sap system is still under development and the data model might change. In this case, access via a Web Service provided by the non- SAP system, can be used to stabilize the implementation of Business Process Monitoring on SAP Solution Manager, against changes of the data model in the non-sap system. Push and Pull mechanisms are supported, e.g. you can use Solution Manager as a server to send data from the non-sap system to Business Process Monitoring, or as a client which requests monitoring data from the non-sap system. To use the pull method, a Web Service, with an interface specified by SAP, which is then used to transfer the monitoring data and further details, has to be developed on the non-sap system. For the push method, a consumer for a Web Service provided by SAP has to be implemented on the non-sap system. BW-based monitoring for non-sap systems Frequently, a non-sap system is connected to an SAP BW system, for reporting purposes. In this case, you can connect the SAP Solution Manager to the BW system and use the existing data in the info objects, for Business Process Monitoring of the non-sap system, using standard monitoring objects, especially if you want to monitor aggregated throughput-type data such as the number of sales orders created during one day. DATA CONSISTENCY MANAGEMENT FOR NON-SAP/NON-ABAP SYSTEMS While Business Process Monitoring allows customers to integrate non-sap technologies into Business Process Operations, to extend the scope of process-oriented monitoring to end-to-end, Data Consistency Management also has to include non-sap systems. SAP provides the Cross-Database Comparison with Solution Manager 7.1, an easy-to-use tool for the modeling, execution and detailed analysis of the results of data comparisons between SAP and non-sap systems. The data model for comparison is created in a graphical UI that is supported by F4 help, for SAP and non-sap systems, connected by ADBC. Based on this model, appropriate extractors are generated, without any development effort on your side, and can then be re-used to compare different systems, such as two development systems or two productive systems. Filters can also be applied, to create comparisons for different organizational units based on the same data model. The connection to the different systems to be compared is made via ADBC for non-sap systems, and the usual RFC connections to SAP systems. Implementing the Cross-Database Comparison can be supported by the Business Process Operation service. ROOT-CAUSE ANALYSIS SAP delivers with SAP Solution Manager a unified and centralized suite of root-cause analysis capabilities. The same set of tools is used for all types of technologies used by SAP and 3 rd -party vendors. SAP Solution Manager supports classical ABAP components, various flavors of Java and J2EE, MicroSoft.Net and IIS, as well as native components. The target is to provide the following applications for all supported components and technologies:! End-to-End Change Analysis: Regular storage of configuration snapshots of technical parameters and software deployments, including analysis and comparison tools and history functions.! End-to-End Workload Analysis: Systematic storage of aggregated performance and throughput KPIs which allow analysis of critical situations in the past, and trend analyses.! End-to-End Exception Analysis: Provision of error and exception statistics by regularly scanning log files and dump information, especially to avoid loss by overwriting.! End-to-End Trace Analysis: Enabling a true end-to-end view of individual end-user activities. We perform traces dynamically, based on SAPÕ s passport technology. The complete request flow for single user activities can be reconstructed from trace fragments and statistical information, and the deep dive to the root cause of a functional or performance problem is possible. Version 1.0 // July 1,

8 The aim is not to replace all local root-cause analysis tools, but to provide the information described above, in a unified way, centrally, in SAP Solution Manager. SAP already provides instrumentation for the most common SAP and non-sap application servers, out-of-the-box. We also already provide instrumentation for SAP ABAP, SAP J2EE, IBM WebShere, MS IIS /.Net and a lot of further technologies, as part of the SAP Solution Manager. Especially for non-abap technologies, the instrumentation is part of the Right-to-View version of CA Wily Introscope, which is delivered with the SAP Solution Manager. Customers may, however, need to enhance the instrumentation for further technologies or customer-specific coding. SAP provides the product Ò SAP Extended DiagnosticÓ, which is essentially a full version of CA Wily Introscope based on a reseller agreement between CA and SAP, for this purpose. With this product, customers can enhance the root cause analysis capabilities of SAP Solution Manager into a complete E2E approach. A good example is E2E Trace Analysis. Based on SAP Extended Diagnostics, in combination with the E2E Trace Analysis application, which is part of SAP Solution Manager, a customer can follow an single end-user activity which starts at a non-sap component, and ends in an SAP-based backend, potentially involving multiple SAP and non-sap components. The trace information retrieved enables the system administrator to understand how long is spent in which component, and also which components cause functional issues. In this way, the customer is able to quickly identify the critical component, especially in a heterogeneous environment. Measurement via E2E Trace Analysis ends the time of guessing. TECHNICAL MONITORING With SAP Solution Manager 7.1, SAP introduces a completely newly-designed End-to-End Monitoring and Alerting Infrastructure (E2E MAI), which provides a unified monitoring, alerting and analytics approach for technical components, such as technical system, databases and hosts, for technical scenarios, such as Process Integration or Business Intelligence, and for Business Process Monitoring. Technical infrastructure components, such as network components, storage, printers, can also be covered by the new infrastructure based on SAP Infrastructure Management. The following capabilities are supported out-of-the-box by SAP Solution Manager 7.1:!! Unified Alert Inbox: User interface for the reactive part of E2E Monitoring and Alerting Infrastructure, to avoid alert flooding, by alert grouping, correlation and propagation. Integration of Incident & Notification Management, Root Cause Analysis and collaboration features! System Monitoring: Status information for the entire system landscape, including drill-down to landscape information/metric monitoring and integration in Alerting/Reporting! End-User Experience Monitoring: End User Monitoring based on synthetic user scenarios, including integration in End-to-End Trace, Alerting and Metric/SLA Reporting! Process Integration Monitoring: Monitoring from integration point of view, for complete PI domains (Overview, PI components, PI channels and Message Flow) including integration in Alerting! Business Intelligence Monitoring: Proactive Monitoring of Business Intelligence solution, based on SAP BW and SBOP BOE, including Process Chain and BOBJ Job Monitoring and Alerting! Connection Monitoring: Active Monitoring of RFC and HTTP connections between SAP Systems, including integration in Alerting and Reporting End User Experience Monitoring, Process Integration Monitoring and Business Intelligence Monitoring are so-called scenario-specific use cases for dedicated purposes, so it is not intended to enhance them. The Unified Alert Inbox and the System Monitoring application are generic capabilities for all kinds of managed objects. SAP already covers the most common SAP and non-sap technologies with dedicated monitoring, alerting and analytics content, out-of-the-box. However, customers may need to enhance them. To enhance the monitoring, alerting and analytics, SAP provides full-feature template management as part of the End-to-End Monitoring and Alerting Infrastructure. Customers can take SAP templates, which provide SAP best practices, and derive their own templates from them, so customers can deactivate or adapt existing SAP metrics (e.g. the thresholds), events and alerts, or create their own. Customers can also provide their own data providers as RFC-based function modules or web services, for pull-type data retrieval processes, or Diagnostic Agent applications for push-type data retrieval processes. Customers can also Version 1.0 // July 1,

9 subscribe to CA Wily Introscope metrics which are also pushed from Introscope to SAP Solution Manager. Whether pull or push is the right approachdepends on the expected data volume and the data retrieval frequency. Customers can also configure their alert consumers to their needs, so they can decide whether an incident ticket or a notification is to be created automatically, or whether a 3 rd -party connector or an auto-reaction is to be triggered, per alert type. SAP Incident Management and SAP Notification Management can be configured to the needs of the customer. All four alert consumers can be enhanced by the proven SAP BAdI concept. For instance, a 3 rd -party incident management can be integrated, or recipients of notifications can be determined dynamically. To summarize, with the new End-to-End Monitoring and Alerting Infrastructure, SAP provides an appropriate balance between pre-packaged content, which can be adapted to the needs of the customer, and enhancement capabilities. REPORTING AND MANAGEMENT DASHBOARDS The new management dashboards within SAP Solution Manager provide a highly-aggregated and quicklyconsumable overview of the wealth of information in SAP Solution Manager. The data available comprises day-to-day business operations as well as innovative projects, always with corresponding drill-down options. The proactive, automatic monitoring and diagnosis of your core business processesõ and system landscapesõ health reduces work effort, as only two operation experts are required per shift, to safeguard operations. The rest of your resources can perform value-oriented innovation and business process improvement. Compose dashboard apps into your personal dashboard edition SAP Solution Manager offers a dashboard framework that you can use to configure the dashboard you need. Data is provided centrally by SAP NetWeaver Business Warehouse (SAP BW) of SAP Solution Manager, and this is where data provisioning, i.e. filtering, data provisioning, correlation and aggregation, takes place. Data is displayed on your management dashboard by so-called dashboard apps. A dashboard app is an Adobe Flash application that renders the status of an individual KPI, e.g. system performance, on your dashboard. SAP develops standard dashboard apps with SAP BusinessObjects Xcelsius, and delivers them through the dashboard app store in SAP Solution Manager. It is important to emphasize that management dashboards do not require additional licenses, as only the Flash application is consumed. If you use standard apps delivered by SAP, you can simply configure and use them on your management dashboard. Using Dashboards for Non-SAP You do not necessarily need to supply data for dashboard apps or dashboards from SAP NetWeaver Business Warehouse (BW). The infrastructure is completely open, and you can connect other data sources via a business add-in (BAdi) provided by SAP Solution Manager. There are two more ways of including data which is not available in SAP Solution Manager BW, into your dashboards: 1. Display manually-calculated data You can create an app with SAP BusinessObjects Xcelsius 1, by uploading the SWF file resulting from an MS Excel spreadsheet, to the dashboard app store. The dashboard app will display the static data from the MS Excel file. You can update the figures in the spreadsheet manually, e.g. monthly, and upload the SWF file again, to update your dashboard. 2. Display data that is not available in SAP Solution Manager in dashboards Moreover, You can also create apps 1 with SAP BusinessObjects Xcelsius standard functions, retrieving data from other data sources, e.g. from an Enterprise Server. This provides dynamic data from the external source on your dashboard, and requires no manual update as in approach 1. Version 1.0 // July 1,

10 Availability SAP Solution Manager 7.1 SP2 features the management dashboards for the first time. This release contains the dashboard framework, and the possibility of developing your own dashboard apps using the SAP Solution Manager framework and SAP BusinessObjects Xcelsius 1. The following standard dashboard apps are available:! Technical Operations o System performance o System availability o End User Experience Monitoring! Business Process Operations o Business Process Monitoring o Rating tables The way ahead Further standard dashboard apps will be available in the dashboard app store, with future functional shipments of SAP Solution Manager. One of the focus areas for further standard apps is the KPIs of the integrated measurement platform of SAP Solution Manager, which can track KPIs, proving the value and success of your solution. All these benefits can be grouped within the four so-called CIO challenges:! Business Continuity Ð increased business-process availability! Business Process Improvement Ð managed and improved business process KPIs! Protection of Investment and Accelerated Innovation Ð innovation without upgrades! Reduced Total Cost of Operations These challenges can all be measured by tangible KPIs. Control samples of these KPIs are the KPIs measured in the SUGEN program. With this set of KPIs, SAP has a unique value proposition compared to all its competitors. The value proposition is not a theory or a marketing campaign; it is a reality that can easily be verified by the customer proof points that have been collected by the SAP Customer Quote Program. Following the four value categories above, the quotes show quantifiable value created by SAP support engagement. More than 4,000 quotes have been submitted by SAP customers for external publication. These quotes can be found at Further apps are planned in the areas of! ABAP Security! Data Volume Management! Custom Code! IT Service Management Management dashboards provide simple access to KPIs in SAP Solution Manager for IT executives, at a highly-aggregated, but meaningful level. The underlying dashboard apps are easily configurable and can be tailored to your requirements. As the framework is completely open, you can create your own apps using SAP BusinessObjects Xcelsius. The transparency provided by the dashboard apps allows you to quickly detect optimization potential, and to communicate achieved service improvements to your stakeholders and sponsors.! Version 1.0 // July 1,

11 OUT-OF-THE BOX E2E CAPABILITES The out-of-the-box capabilities are available immediately after the non-sap managed system is registered in the SAP Solution Manager component repository (Lifecycle Management Database). The following table provides an overview of these capabilities Capability IT Service Management IT Project and Portfolio Management Design & Build Test Management Deploy Description SAP Solution Manager 7.1 contains generic, technology-independent IT SM and IT PPM capabilities, which can be used for SAP and non-sap components. SAP Solution Managers delivers process blueprinting and basic modeling capabilities which allow customers to document business processes for SAP and non-sap components. SAP Solution Manager also provides generic document management capabilities, and can thus be used as a document repository. SAP Solution Manager 7.1 provides customers with a comprehensive test environment which provides all capabilities for managing testing, such as test case management, test planning, execution and reporting. In addition, SAP Solution Manager can leverage automatic test tools such as HP Quick Test Pro, which supports SAP and non-sap components SAP Solution Manager provides change, release and workflow capabilities which are technology-independent and can thus be used for SAP and non-sap components USAGE RIGHTS FOR MANAGING E2E SOLUTIONS Expanding the usage of SAP Solution Manager from SAP components to non-sap software entities, and even hardware, is easy from a licensing perspective, for SAP MaxAttention (and SAP Enterprise Support) customers. These customers are entitled to use SAP Solution Manager for the whole customer solution 2, with no additional charge. The impact of these usage rights will be explained using the example of the SAP Solution Manager service desk, but the usage rights are also valid for all usages defined in the SAP Enterprise Support contract. Every SAP MaxAttention customer can use the SAP Solution Manager service desk for both SAP and connected non-sap components, including non-sap business applications, middleware and databases, PCs and printers. Of course this also applies to the other scenarios within SAP Solution Manager. This concept is illustrated in the Figure below. B &'61+)2"1,&"*$22+4)'"'E7'*6+$,2"*)2"7$,6176".$/%"177$/,6"'E'7/6+('A" Version 1.0 // July 1,

12 For customers with SAP MaxAttention, any incidents that occur across their end-to-end processes, which contain both SAP and non-sap components, are covered. Even if it is just a printer which refuses to print invoices from the SAP system. In fact, the entire company can use the SAP Solution Manager service desk for incidents and problem management, for both SAP and non-sap IT assets. Furthermore, if there is a problem with a printer, which is used for other documents (unrelated to SAP), under the expanded usage rights, the company is also entitled to open tickets for this non-sap-related printer. This seems counterintuitive, given the prior explanation that there needs to be a link to SAP in order to be covered by the solution definition. SAP felt it right to include hardware such as printers or mobile devices in the expanded IT service desk rights, since it would be too onerous to determine, asset by asset, whether a component is used exclusively for SAP-related processes. SAP therefore established a Ò one-for-alló principle: if even one component is covered by the usage rights, they all are. In the above case, since at least one printer is used for SAP, all printers in the company are covered by the SAP Enterprise Ò solutionó support definition. The implications for SAP MaxAttention customers are significant. For the overwhelming majority, the new usage rights cover nearly all non-sap IT assets, and the IT department can leverage the SAP Solution Manager service desk (and all other SAP Solution Manager usage scenarios) to support them in managing their e2e solution, as part of SAP Enterprise Support. Version 1.0 // July 1,

13 SAP AG. All rights reserved. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (Ò SAP GroupÓ ) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

14 by SAP AG. All rights reserved.

ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Stefan Lahr, SAP Active Global Support September, 2011

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