Run SAP Like a Factory

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1 2013 SAPSA Run SAP Like a Factory Timo Rajamäki, SAP Active Global Support Nordic November 2013

2 Agenda What is Run SAP Like a Factory OCC Operation Control Center Application Operations Business Process Operations

3 SAP Solution Manager - One Integrated Solution for IT Management IT Service Management Enhancement Incident IT Portfolio and Project Management Business Requirement Problem Portfolio Minor Release Urgent Change Request for Change Business Process Operations Single Source of Truth Project Design Mgmt Major Release Build Execution Run SAP like a Factory Application Operations IT Infrastructure Operations Change Build Mgmt Test Mgmt Release & Deployment Mgmt Test Execution Deployment execution Application Lifecycle Management 2013 SAP AG or an SAP affiliate company. All rights reserved. 4

4 Run SAP Like Factory Concept Operations Control Center (OCC) Central Monitors/ Dashboards Continuous Improvement Process Status Core Business Processes Status Business Users Central Alert Inbox Status System Components Event Management Act Check Plan Do Problem Management (re-active / pro-active) Change Management Incident and Problem Management 2013 SAP AG or an SAP affiliate company. All rights reserved. 5

5 Agenda What is Run SAP Like a Factory OCC Operation Control Center Application Operations Business Process Operations

6 Solution Operation - Customer Challenges Customer Challenges No transparency or visibility to system operations Performance & Availability Proactive end-to-end Monitoring is missing. Challenges to move projects or releases in to production. Identify the Root cause of problem. Missing root cause analysis tools. No reporting tools available. Real time reporting is missing SAP AG or an SAP affiliate company. All rights reserved. 7

7 Operations Control Center Central monitors 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 8

8 Operation Control Center Concept 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? 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? Dashboards Operation Control Center Selected auto refreshed status monitors Application and Business Process oriented realtime monitoring for the whole solution landscape Two Operation Experts required per shift Work Centers Exceptions are automatically detected and Guided Procedures for Resolution are available Expert Tools for root cause analysis and problem resolution in place 2013 SAP AG or an SAP affiliate company. All rights reserved. 9

9 Business Process Operations and Application Operations Operations Control Center Detect Problem Route Problem Resolve Problem Business Process Analytics Business Process Improvement Business IT BP KPI & Data Consistency Monitoring Business Process driven view for selected Jobs, Interfaces, Scripts and Technical KPI s Interfaces & PO Monitoring Job & BI Monitoring End User Experience Monitoring System, Database & Host Monitoring Dashboards Alert and Event Management Incident and Problem Management (optional component) Business Process driven Root Cause Analysis Guided Procedures IT Task Management Root Cause Analysis Exception Management 2013 SAP AG or an SAP affiliate company. All rights reserved. 10

10 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 SAP Solution Manager Operations Control Center Run SAP like a factory Improve business continuity Higher degree of automation Better business performance Reduce total cost of operations Customer SAP 2013 SAP AG or an SAP affiliate company. All rights reserved. 11

11 Run SAP Like a Factory Benefits Customer Challenges Run SAP Like a Factory No transparency or visibility to system operations Performance & Availability. Providing transparency about the status of business processes, system availability and performance. Proactive end-to-end Monitoring is missing. Challenges to move projects or releases to production. 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. Identify the Root cause of problem. Missing root cause analysis tools. Rapidly identify the root cause of a problem, and restore service if any interface or component fails. No reporting tools available. Real time reporting is missing. Increase operational transparency for core SAP systems via Interactive reporting and Management Dashboards 2013 SAP AG or an SAP affiliate company. All rights reserved. 12

12 Operations Control Center - Description An Operations Control Center (OCC) consists of: A set of central monitors, which permanently report the status of the business processes and related IT landscapes, including important business and technical exceptions. 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. A small team of technical and functional IT operators, who work on these alerts in a standardized event management process. A continuous improvement process, which identifies problem areas with potentially high business risk. Continuous improvement then initiates and tracks corrective action SAP AG or an SAP affiliate company. All rights reserved. 13

13 Agenda What is Run SAP Like a Factory OCC Operation Control Center Application Operations Business Process Operations

14 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 15

15 SAP s E2E Monitoring and Alerting Infrastructure The Evolution SAP Solution Manager 7.1 SP01 SP05 SP05 SPXX Integration of System and Application Monitoring Integration of SAP IT Infrastructure Management Integration of Business Process Monitoring Local CCMS ABAP ABAP Central CCMS SAP J2EE Application Monitoring System, Database and Host Monitoring SAP (ABAP, Java, BOBJ, SUP, HANA, ) EE Mon IC Mon BI Mon PI Mon Non-SAP (IBM WebShere, Tomcat, MS.Net) Configuration Management Database Monitoring and Alerting Integration CMDB Business Process KPI Monitoring Data Consistency Monitoring Unified Job Monitoring Unified Interface Monitoring Message Flow and Workflow Monitoring 2013 SAP AG or an SAP affiliate company. All rights reserved. 16

16 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 Technical Analytics & Dashboards Dashboards for different target groups with sufficient look-and-feel; pre-packed, extendable or customer specific Technical Administration & Guided Procedures Automated and guided handling of IT related activities including IT Task Management Root Cause Analysis & Exception Management Analyze issues in heterogeneous landscapes, ensure compliant configuration and reliable handling of technical and business exceptions Data Volume Management Manage data growth and data reduction measures in your landscape 2013 SAP AG or an SAP affiliate company. All rights reserved. 17

17 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 18

18 Efficient handling via System Monitoring System list Mobile Application System hierachy Metric Viewer Browser based Application Details Tree 2013 SAP AG or an SAP affiliate company. All rights reserved. 19

19 End-to-End visibility with End User Experience Monitoring Production SAP Solution Manager EEM Robot Alerting EEM Robot EEM Robot Monitoring Analytics Robots start end user scripts according to configuration and receive responses, conduct response time measurement and send results to SAP Solution Manager 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 20

20 Understand interface landscape with Interface & Connection Monitoring Typical customer interface landscape 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 Topology View Dashboard View 2013 SAP AG or an SAP affiliate company. All rights reserved. 21

21 Reduce costs of operation with Process Integration Monitoring PI Monitoring Application Message based Alerting Cross-component Message Search 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) 2013 SAP AG or an SAP affiliate company. All rights reserved. 22

22 Business Intelligence Monitoring as central entry point BI Overview Monitor shows at a glance current status and open alerts for all components BO Web Layer System Monitoring BO Server Layer BW System Layer Summary of alerts and status worst case of all systems in the BO Web Layer, BO Server Layer and BW System Layer 2013 SAP AG or an SAP affiliate company. All rights reserved. 23

23 Technical Analytics Sufficient standard content Interactive Reporting 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 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 owndeveloped dashboard applications 2013 SAP AG or an SAP affiliate company. All rights reserved. 24

24 Usage of Interactive Reporting System Specific Reports ABAP based Systems System Availability System Performance CPU Utilization Applications Response Time Distribution ABAP Exceptions DB Utilization Trans/Reports Instance Availability Response Time Composition Memory Utilization RFC Destinations Host Availability File System Utilization WebServ.Cons. DB Usage DB Availability DB Performance Paging Rate User Activity 2013 SAP AG or an SAP affiliate company. All rights reserved. 25

25 Seconds # Dialog Steps Seconds # Dialog Steps FI 1 Last two months Average Number of Dialog Steps Response Time per Dialog Step 4,5 4 3,5 3 2,5 2 1,5 1 0,5 0 CW42 CW43 CW44 CW45 CW46 CW47 CW48 CW FI 2 Last 30 Days Average Number of Dialog Steps Response Time per Dialog Step 4, ,5 3 2,5 2 1,5 1 0, SAP AG or an SAP affiliate company. All rights reserved. 26

26 FI 2 FI 1 System Performance Top 5 Transaction Add percentage variation and average time +10% 2,3 s -10% 0,9 s FI Systems This Week - CW49 Colour based on the threshold Number of transactions with negative trend <1 green 1>,<3 yellow >3 red Availability HW Resources Backup Status % availability 95% 95% 3 EWM -10% 1,2 s 100% HR Systems This Week - CW49 System Performance Top 5 Transaction Availability HW Resources Backup Status RUN -10% 1,2 s 100% 2013 SAP AG or an SAP affiliate company. All rights reserved. 27

27 Transaction Weeks Avg. Exec./Day Trend Avg. Resp. Time Trend Z_CREATE_SFIR Z_CREATE_CFIR ZTM_DOC_CALC_COST SESSION_MANAGER Z_TOUR_MONITOR Executions/Current Week Average Response Time per Transaction 40 % 7 % 10 % 18 % 13 % Z_CREATE_SFIR Z_CREATE_CFIR ZTM_DOC_CALC_COST SESSION_MANAGER Z_TOUR_MONITOR Other 12 % 6 Z_CREATE_SFIR Z_CREATE_CFIR ZTM_DOC_CALC _COST SESSION_MANA GER Z_TOUR_MONIT OR 2013 SAP AG or an SAP affiliate company. All rights reserved. 28

28 Agenda What is Run SAP Like a Factory OCC Operation Control Center Application Operations Business Process Operations

29 Business Process Operations 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 SAP AG or an SAP affiliate company. All rights reserved. 30

30 Business Process Monitoring Focus Areas Alert Monitoring, Analytics, Dashboards IT Business Process Stabilization (monitor interfaces & jobs) Business Process Improvement Analysis of document backlog Business Process Improvement Analysis of other exceptions Business 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 Business Process Operations Dashboards Business Process Analytics & Alert Monitoring (application-specific) 2013 SAP AG or an SAP affiliate company. All rights reserved. 31

31 Business Process Monitoring Information Flow High-level Overview People Dashboards SMS Service Desk Message Solution Manager BW (ad-hoc) Reporting Service Level Reporting Continuous Online Alert Monitoring Solution Landscape 2013 SAP AG or an SAP affiliate company. All rights reserved. 32

32 Business Process Monitoring Workflow Example: Order to Cash Backlog of open ERP Sales Orders Backlog of open Outbound Deliveries Backlog of CRM Orders in Status Error in Distribution qrfc Monitoring of critical queues Deliveries with overdue Invoices No. of Inbound SHPCON IDOCs in Error Status Invoices not transferred to Accounting 2013 SAP AG or an SAP affiliate company. All rights reserved. 33

33 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 Complete catalog available under > Media Libary > Customer Information > Business Process & Interface Monitoring - Part 2 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 34

34 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) 2013 SAP AG or an SAP affiliate company. All rights reserved. 35

35 Business Process Operations From Analysis to Stabilization & Improvement SAP Business Process Analysis performed on SAP ERP, SAP CRM or SAP SRM backend system Step 1: Stabilize processes with BPMon (esp. jobs & interfaces) Case 1: Improvement potential has been identified in application as well as crossapplication area Step 2: Improve processes with BP Analytics Step 3: Provide data to management with BP Operations Dashboards 2013 SAP AG or an SAP affiliate company. All rights reserved. 36

36 Business Process Analytics Age Structure 2013 SAP AG or an SAP affiliate company. All rights reserved. 37

37 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 38

38 Why Focus on Job Scheduling Management? Applications & Challenges Goal Application Challenge Visibility Efficiency Effectiveness Governance Job Documentation SAP Central Process Scheduling by Redwood Business Process Monitoring Job Request provide standardized & web-based documentation avoid unnecessary job processing ( forgotten jobs) avoid unnecessary slow support processes living documentation vs. one-time documentation... automate job processing where possible (job chains) schedule across system boundaries event-driven vs. time-driven scheduling control end-user jobs (job interception) 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 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 2013 SAP AG or an SAP affiliate company. All rights reserved. 39

39 Thank You! Contact information: Timo Rajamäki Technical Quality Manager SAP AG or an SAP affiliate company. All rights reserved.

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