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1 ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Speaker s Name/Department (delete if not needed) Month 00, 2011 Stefan Lahr, SAP Active Global Support September,

2 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. 2

3 Agenda Overview What is End User Experience Monitoring? Design Time Monitoring Alerting Technical Reporting Management Reporting 3

4 Click icon to add picture Overview 4

5 Orchestrated Accelerated Innovation Cloud New DB technologies (ASE; SAP HANA) Accelerated Innovation Integrated Mobile Solutions Next Generation Business Intelligence & Applications Orchestration Run SAP Like A Factory Application Lifecycle Integration Management Validation Custom engineered & powered by SAP Solution Manager Business Continuity Total Cost of Operations Quality S o l Single source of truth Total Cost of Development Protection of Investment 5

6 Orchestrate Your Solution with SAP Solution Manager Portfolio & Project Management Incident, Problem & Request Management Business Process Solution Documentation & Implementation Operations Run SAP like a Factory Single Single Source Source of Truth Truth of Application Operations Integration Validation Change, Test & Release Management Application Lifecycle Managemen t Maintenance Optimization & Security 6

7 Application Operations IT Infrastructure Operations ABAP J2EE End-Users & Technical Scenarios Products & Product Instances Interfaces & Jobs Applications & Systems Databases & Operating Systems Physical & Virtual Hosts Printers Disks & Storage Network devices Technical Operations Solutions Business Processes Business Process Steps Business Process Operations Business Process Operations Scope of technical operations 7

8 Process behind technical operations Monitor Proactive real-time monitoring Notify Reactive handling of critical events Analyze Lower mean time to problem resolution Optimize Optimize excellence of technical operations Report Prove value to business 8

9 Capabilities of technical operations Technical Monitoring and Alerting One infrastructure for all monitoring and alerting covering SAP & non-sap Technical Analytics From technical reporting to management reporting, out-of-the-box and extendable Root-cause Analysis Analyize issues in heterogeneous landscapes with one look-and-feel Change Diagnostic Ensure that your landscape is configured compliant to your policy and references Technical Administration Optimize operation of your IT and Data Volume Management Manage data growth and data reduction measures in your landscape application landscape 9

10 Technical Monitoring and Alerting Capabilities in Detail Central access point for all alert coming from the different monitoring scenarios Integration of Incident & Notification Management, Root-cause Analysis and collaboration features System Monitoring Status overview for technical systems, instances, databases and hosts Drill down to single metrics and events, Jump in to metric reporting and landscape information End User Experience Monitoring Measurement of availability and response times from an End User perspective Deep integration in E2E Trace Analysis for Root-cause Analysis Process Integration Monitoring Central entry point for SAP Process Integration specific monitoring for complete PI domains Contains central monitors for PI components, PI channels and Message flows Business Intelligence Monitoring Central monitoring for SAP Business Intelligence solutions based on SAP BW and BOE XI Monitoring of SAP Business Warehouse process chains and Business Objects specific jobs Connection Monitoring Integration of all scenarios in End-End-to-End Monitoring and Alerting Infrastructure Unified Alert Inbox Active Monitoring of RFC and HTTP connections between SAP Systems 10

11 Click icon to add picture What is End User Experience Monitoring? 11

12 Usecase: Proactive Monitoring EEM never sleeps Z Z Z Z Z Z Z Z Z Z Monitoring Coverage Z Z Z Z Z EEM synthetic probes real user observation 05h 12h 18h 22h daytime 12

13 Usecase: Stop Fingerpointing Global Networks Customer Central IT Local Network The Symptome: Nobody is interested to solve an issue as long as he believe the root cause maybe located in another department. Local 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 13

14 Usecase: Reliable SLA Reporting from End User Perspective An 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 End User Experience Monitoring 14

15 Usecase: Catch and analyze a rare performance issue direct jump in EEM Realtime Monitoring UI The issue was caught by EEM and performance traces were executed automatically. E2E Trace Analyse Details pointing to server side first and showing finally an issue on the DB 15

16 End User Experience Monitoring SAP Solution Manager Alerting EEM Robot EEM Robot EEM Robot Monitoring Analytics Robots start end-user scripts according to configuration Robots receive responses, conduct response time measurement and send results to SAP Solution Manager SAP Solution Manager receives results and collects corresponding server-side performance data SAP Solution Manager fills in measured data in Alerting and Reporting 16

17 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 17

18 Click icon to add picture Design Time 18

19 Phased Approach Design Monitoring Setup Recording, editing and testing of scripts Distribution of scripts Configuration of scripts and robots Customizable thresholds and views Real Time Monitoring including traffic lights Fast access to historical data Drilldown and full integration with E2E trace analysis Alerting Reporting Configuration of thresholds and alert consumers Fast access to alerts via Unified Alert Inbox Automatic alert handling via incidents and notifications Aggregation of EEM data in SAP Business Warehouse Fast access to statistical data on aggregated level including drill down Integration of data in Management Dash boards 19

20 Find the EEM Setup Navigate to SAP Solution Manager Configuration Choose Technical Monitoring Select End User Experience Monitoring 20

21 Understanding the EEM Setup UI He l Navigation Guided procedure with all steps for the basic configuration p Ac t Se iv ct i ti es Lo g io n Help Section Provides detailed information to each step, such as what needs to be done and what will happen in the background Activities Lists all single activities during each step along with the documentation for the IMG activity Log Shows detailed logs per activity 21

22 Navigation through the Guided Procedure Active setup step Switch between Edit and Readonly Mode Aggregated status of step Navigate to next step and save Click to navigate to substep Status for substep Shows following steps or substeps Save current changes 22

23 Structure of Guided Procedure Designed for Initial Setup and on-going Administration Configure Infrastructure Script Management Check Prerequisites Global Settings Create Scripts Housekeeping Automatic Coniguration Maintain Scenario BW Basic Settings Configure EEM Robots Assign Scenario Workmode Settings Distribute Script Monitoring Alerting Reporting Select SLA Method Configure SLA Thresholds 23

24 EEM Script Recorder and EEM Editor Business Transaction.xml EEM Script Recorder Script 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 24

25 EEM Script Data Model Data Model HTTP Script SAPGUI Script EEM Script BusinessTransaction BusinessTransaction * 1..* Transaction Step Input Parameters 1..* Click Dialog Step * 1..* 1..* Message 0..* 1..1 HTTP Roundtrip 0..* Response Checks 0..* POST data GUI Roundtrip 0..* Content Checks 0..* Input Fields 0..* Check UI Element Property 25

26 Design Workflow EEM Recorder EEM Editor EEM Repository Recording Deployment and Administration Edit EEM script Analyze Execution Execute EEM script 26

27 EEM Script Editor Actions relevant for one specific script Display results of single execution of the script Actions globally available to handle projects and scripts Provide management functions for scripts and projects Editors to adapt single scripts to customers needs Display history of all script executions Display warnings and errors including single message result and detailed error messages 27

28 Script Execution Configuration Configuration is possible in hierarchical scopes root Global (for all robots) Robot Technical Scenario Script Script on Robot Temporary Str eng th e.g. settings per Script overwrite setting per Robot Compact configuration is possible e.g. at global level as well as very specific configuration e.g. at Script on Robot level Dedicated authorization concept to allow separation of responsibilities for different configuration scopes All configuration is done centrally and can be deployed from SAP Solution Manager to the single Robots with one click Configuration tools are centralized in one UI including configuration of Scripts, Monitoring UI, Alerting and Reporting 28

29 Click icon to add picture Monitoring 29

30 Phased Approach Design Monitoring Setup Recording, editing and testing of scripts Distribution of scripts Configuration of scripts and robots Customizable thresholds and views Real Time Monitoring including traffic lights Fast access to historical data Drilldown and full integration with E2E trace analysis Alerting Reporting Configuration of thresholds and alert consumers Fast access to alerts via Unified Alert Inbox Automatic alert handling via incidents and notifications Aggregation of EEM data in SAP Business Warehouse Fast access to statistical data on aggregated level including drill down Integration of data in Management Dash boards 30

31 Realtime Monitoring Overview Overview Monitors Central access point to all necessary End-User Experience Monitoring data Overview UI to display in on view the Robot / Script specific Monitors 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 Drill down Analysis tools Complete configurable UI meaning the end-user can specify which view is displayed in which tab E2E Trace Analysis 31

32 Click icon to add picture Demo 32

33 Realtime Monitoring High adaptive UI layout Monitoring View mapped to selected tab Synchronous navigation and focus selection for all views mapped to a tab 33

34 Realtime Monitoring Configuration Define the tab to be private or public Filter function to create scenario specific tabs Limit the displayed data to the scope you are really interested Select the Monitoring views you need your analysis Monitoring view mapped to current tab 34

35 Realtime Monitoring Status statistic Integrated drill down functionality 35

36 Realtime Monitoring Robot/Script tiles Free positioning of EEM Robot boxes Freely selectable background 36

37 Realtime Monitoring Overview Matrix Available EEM Robots grouped by locations All deployed EEM Scripts Status icon for a given EEM Script / Robot combination 37

38 Realtime Monitoring Script/Robot History Performance counter Availability counter Aggregated status pattern on time line for all locations Status pattern on timeline for a Robot/ Script combination 38

39 Realtime Monitoring Response Time Values available mouse over or click Step execution times can be included to view 39

40 Realtime Monitoring Script Tree Error indicating icon Aggregated execution time for selected EEM script execution Tree-hierarchy of EEM Scripts and corresponding EEM Robots Execution time for a single step Defined thresholds per step 40

41 Realtime Monitoring Tree Browser Active hierarchy categories Available hierarchy categories User defined tree view for a category-orientated comparison of different script executions 41

42 Realtime Monitoring Trace integration Run a script right now and record an E2E trace Run a script for a defined time period with different E2E trace settings 42

43 Click icon to add picture Exercise 43

44 Click icon to add picture Alerting 44

45 Phased Approach Design Setup Recording, editing and testing of scripts Distribution of scripts Configuration of scripts and robots Monitoring Customizable thresholds and views Real Time Monitoring including traffic lights Fast access to historical data Drilldown and full integration with E2E trace analysis Alerting Reporting Configuration of thresholds and alert consumers Fast access to alerts via Unified Alert Inbox Automatic alert handling via incidents and notifications Aggregation of EEM data in SAP Business Warehouse Fast access to statistical data on aggregated level including drill down Integration of data in Management Dash boards 45

46 Alerting - Overview Realtime Monitoring Central access point to handle End-User Experience Monitoring Alerts Efficient alert handling based on consolidation of single alerts to alert groups Alert Type Table Integration of most common alert handling mechanism as status tracking, incidents, notifications and 3rd party integration Alert Group Table Drill down from alert type to alert groups and single metrics and events Alert Details Viewer Integration of analysis capabilities as problem context and monitoring applications 46

47 Click icon to add picture Demo 47

48 Alert Inbox Alert type table Pre-defined POWL queries per category and managed object type Allows to confirm all alert groups belonging to one alert type and managed object Navigate to EE Monitoring, Landscape Browser and System Login Several personalization capabilities for content and look-and-feel Number of status changes per 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 Configure and display problems context to identify root-cause of certain symptom 48

49 Alert Inbox Alert group table Allows to confirm all selected alert groups belonging to one alert type and managed object Show alert details for detailed analysis of certain symptom Assign certain user, status and comment for further follow-up of the issue Create context sensitively an incident out of an alert group Create context sensitively a notification out of an alert group 49

50 Alert Inbox Alert details Alert details including tracking status and assigned information Navigate to System Monitoring, Landscape browser, System Login and Problem Context as for alert type table Confirm, Incident, and Notification as for alert group table Alert texts as defined by SAP and/or by customers Alert details including all assigned metrics and events Metric and events details including single values, thresholds and texts 50

51 Click icon to add picture Exercise 51

52 Click icon to add picture Reporting 52

53 Phased Approach Design Monitoring Setup Recording, editing and testing of scripts Distribution of scripts Configuration of scripts and robots Customizable thresholds and views Real Time Monitoring including traffic lights Fast access to historical data Drilldown and full integration with E2E trace analysis Alerting Reporting Configuration of thresholds and alert consumers Fast access to alerts via Unified Alert Inbox Automatic alert handling via incidents and notifications Aggregation of EEM data in SAP Business Warehouse Fast access to statistical data on aggregated level including drill down Integration of data in Management Dash boards 53

54 Reporting - Overview Overview Report Get an aggregated overview of scenario availability and performance behavior over time Scenario Specific View Visualize trends regarding availability and performance for scenario, script, robot and single step Optimization of internal processes and Script Details setups of IT department (e.g. identification of peek hours, bottlenecks in network throughput, ) Robot Details Step Details 54

55 Click icon to add picture Demo 55

56 Reporting - Overview Start Scenario Reporting Select Scenario(s) Overview Report Scenario Specific Report Report Categories 56

57 Reporting Metric Summary Availability Scenario Availability Performance Scenario Performance Script Availability Script Performance Robot Availability Robot Performance Step Availability Step Performance 57

58 Metric Reporting Availability view Selected Scenario Graphical display of scenario availability over chosen time frame Different availability criteria Availability data displayed as values in table view 58

59 Metric Reporting Performance view Selected Scenario Filter on monitoring threshold Performance evaluation Performance evaluation per perrobot robot 59

60 Click icon to add picture Exercise 60

61 Click icon to add picture Management Reporting End User Experience Service Level Reporting 61

62 Management Reporting End User Experience Service Level Reporting - Motivation See several SLA reports on one dashboard Overview 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 Details View Real time monitoring of current compliance of agreed service levels Arrangement of reports and their content can easy be changed Configuration Screen SLA thresholds can be adjusted interactively 62

63 Click icon to add picture Demo 63

64 Management Reporting End User Experience Service Level Reporting - Dashboard Refresh reported values Switch into configuration mode Zoom in on click Independent SLA Independent reports reports 64

65 Management Reporting End User Experience Service Level Reporting Configuration Mode Copy a report and add it to the dashboard Edit the report content and adjust the SLA thresholds Insert or swap reports by drag and drop 65

66 Management Reporting End User Experience Service Level Reporting App Configuration Select scenarios / scripts List of available scenarios / scripts Select locations / robots Set the app title List of selected Scenarios / scripts Adjust SLA thresholds interactively 66

67 Click icon to add picture Exercise 67

68 Further Information SAP Public Web: SAP Developer Network (SDN): Related SAP Education and Certification Opportunities Related Workshops/Lectures at SAP TechEd 2011 ALM217 Run SAP as a Factory Technical Operations ALM271 From End-User Experience Monitoring to Management Dashboards and Reporting, Hands-on ALM272 Customizing and enhancement of System Monitoring and Reporting, Hands-on 68

69 Click icon to add picture Feedback ALM271 Please complete your session evaluation. Be courteous deposit your trash, and do not take the handouts for the following session. 69

70 Thank You! Contact information: Janko Budzisch Chief Service Architect Stefan Lahr Technical Support Consultant 70

71 reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle and Java are registered trademarks of Oracle and/or its affiliates. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. 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. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. 71

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

ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Stefan Lahr, SAP Active Global Support September, 2011 ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Stefan Lahr, SAP Active Global Support September, 2011 Disclaimer This presentation outlines our general product direction

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