SAP Standard for System Monitoring and Alerting

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1 SAP Standard for E2E Solution Operations Document Version: SAP Solution Manager 7.1

2 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These include field names, screen titles, pushbuttons labels, menu names, menu paths, and menu options. Textual cross-references to other documents. Example EXAMPLE Example Example <Example> Emphasized words or expressions. Technical names of system objects. These include report names, program names, transaction codes, table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE. Output on the screen. This includes file and directory names and their paths, messages, names of variables and parameters, source text, and names of installation, upgrade and database tools. Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system. E X A MPLE Keys on the keyboard, for example, F2 or ENTER SAP SE or an SAP affiliate company. All rights reserved. Typographic Conventions

3 Document History Version Date Change First version created Document History 2014 SAP SE or an SAP affiliate company. All rights reserved. 3

4 Table of Contents 1 SAP Standards for E2E Solution Operations Control Center Approach Overview of the Standard for System Monitoring and Alerting Monitoring and Alerting Template Concept Additional Monitoring Options Reporting Technical Monitoring Work Center Interactive Reporting Management Dashboards Architecture and Configuration with SAP Solution Manager Prerequisites Architecture of the MAI Lifecycle of System Monitoring Plan Project Management Set Up Self-Monitoring Define Scope Plan Authorization Concept Plan Work Modes Build Run Optimize Driving Continuous Improvement Quality Assurance Tasks Quality Targets and KPIs Training Expert Guided Implementation Sessions More Information SAP SE or an SAP affiliate company. All rights reserved. Table of Contents

5 1 SAP Standards for E2E Solution Operations IT organizations face new challenges every day as they attempt to remain effective and future safe while also keeping costs for day-to-day operations as low as possible. They are also being challenged more than ever to demonstrate their value to businesses. Therefore, it is important to optimize the day-to-day tasks that have less obvious business value and to use KPI and benchmark-based reporting to make IT processes more visible, demonstrating the real value that IT can provide. In order to minimize the costs of IT, it is necessary to standardize and automate IT processes end-to-end (E2E) without reducing the SLAs required by the business, such as stability, availability, performance, process and data transparency, data consistency, IT process compliance, and so on. Based on the experience gained by SAP Active Global Support (AGS) while serving more than 36,000 customers, SAP has defined process standards and best practices to help customers set up and run E2E solution operations for their SAP-centric solutions. The Build phase of SAP best practices supports a Build SAP Like a Factory approach, consisting of the following processes: Custom code management Change, test, and release management Incident, problem, and request management Solution documentation Remote supportability During the Run phase of a solution, adapting your IT infrastructure to a Run SAP Like a Factory operation impacts both application operations and business process operations. Therefore, operations processes, such as technical monitoring, end-to-end root-cause analysis, technical administration, and data volume management need to be optimized to achieve state-of-the-art application operations. In business process operations, the same applies to business process and interface monitoring (including performance optimization), data consistency management, and job scheduling management. Quality management processes and tasks need to be established throughout the lifecycle to guarantee continuous improvement of the end-to-end operations processes while simultaneously ensuring the flexibility needed to react to changing requirements. SAP Standards for E2E Solution Operations 2014 SAP SE or an SAP affiliate company. All rights reserved. 5

6 Figure 1: Organizational model for solution operations This figure shows an organizational model for solution operations that aligns SAP best practice topics and E2E standards with SAP's control center approach. The Operations Control Center executes and controls the Run SAP Like a Factory processes, while the Innovation Control Center ensures optimal custom code management and a smooth transition to production with integration validation procedures. SAP connects to these control centers from the Mission Control Center to ensure that professional support is available to the customer. The following Application Lifecycle Management (ALM) functions are not provided directly in one of the control centers because they must be handled across different areas: Change, test, and release management Incident, problem, and request management Solution documentation Remote supportability The quality management methodologies are an essential part of SAP's Advanced Customer Center of Expertise (CoE) concept and ensure that the KPI-driven processes are continuously improved across all processes and teams. In addition, the quality manager roles ensure consistent and value-centric reporting to the business and management. This unified reporting platform is known as the Single Source of Truth. 1.1 Control Center Approach The Operations Control Center (OCC) is the physical manifestation of the Run SAP Like a Factory philosophy. The OCC allows for automated, proactive operations, which simultaneously reduces operational costs while increasing the quality of IT services, leading to improved business satisfaction. The OCC also drives continuous improvement of business processes and IT support. To achieve these goals, it relies on a close interaction with both the Innovation Control Center (ICC) and the SAP Mission Control Center (MCC) SAP SE or an SAP affiliate company. All rights reserved. SAP Standards for E2E Solution Operations

7 Figure 2: Interaction Between ICC, OCC, and MCC The OCC is a central IT support entity at the customer site, which monitors the productive SAP environment as well as important non-sap applications. During operation, the OCC requires a workforce of 2 full-time equivalents (FTE) per shift to ensure that incidents are detected and resolved as quickly as possible. The OCC is equipped with large screens that display the status of business processes, IT landscape components, as well as exceptions and alerts. If problems occur, you use a video link to get live support from SAP and partners. The customer usually sets up the room with assistance from SAP Active Global Support (AGS). The customer is responsible for managing the OCC and the team of technical and functional IT operators who act on the alerts. The OCC is most effective when closely integrated with other IT processes, such as IT Service Management (ITSM) and Change Management. Central monitors and dashboards based on application and business process operations display the current status of business and IT-related processes. This data can also be used to drive continuous improvement. An effective system monitoring and alerting infrastructure is fundamental to the success of an OCC. SAP Standards for E2E Solution Operations 2014 SAP SE or an SAP affiliate company. All rights reserved. 7

8 Figure 3: OCC Concept The OCC is most effective when closely integrated with other IT processes, such as IT Service Management (ITSM) and Change Management. Central monitors and dashboards based on application and business process operations display the current status of business and IT-related processes. This data can also be used to drive continuous improvement. An effective system monitoring and alerting infrastructure is fundamental to the success of an OCC. For Job Scheduling Management, the OCC supervises all background monitoring processes, SAP controls and legacy background operations. It reacts to job monitoring alerts according to predefined error-resolution activities, and triggers follow-up activities for error handling if the relevant task are not completed within a certain timeframe SAP SE or an SAP affiliate company. All rights reserved. SAP Standards for E2E Solution Operations

9 2 Overview of the Standard for System Monitoring and Alerting The covers monitoring, alerting, and reporting of the status of IT solutions. The business units of your organization expect performance problems and errors to be detected and resolved before they affect business continuity. Therefore, the IT department has to report service levels, capacity trends, and solution quality on a regular basis to ensure the appropriate level of transparency. With a limited IT budget, it is essential to industrialize and automate monitoring and reporting of the solution to meet these demands. Root Cause Analysis helps you to resolve problems after they have been detected. In contrast, the SAP Standard for System Monitoring and Alerting deals with the process of automatically detecting incidents and predicting critical situations before they occur so that you can take evasive steps. Effective system monitoring should cover all technical components necessary to operate the business processes. You need to monitor KPIs in the following areas: Availability Stability Performance Throughput Security You use threshold values to define critical situations that trigger alerts. Based on the available data, Web reports are defined that focus on service levels, capacity trends, or solution quality, including third-party monitoring infrastructures. This allows you evaluate availability for the whole system landscape. System monitoring is owned and executed by SAP Technical Operations. SAP Solution Manager 7.1 provides a new Monitoring & Alerting Infrastructure (MAI), which covers all requirements for an integrated system monitoring and alerting concept across the whole SAP solution. However, in complex customer environments involving different partners and IT service providers, you might need to incorporate third-party monitoring software into a comprehensive monitoring concept. In this case, SAP Solution Manager still provides the Single Source of Truth for the SAP-specific components. The information gathered about statuses and the different technical KPIs is forwarded to the other tools, but the original information can still be viewed in SAP Solution Manager. 2.1 Monitoring and Alerting The MAI monitors the software landscape by using either standard or user-customized templates, to check for specific metrics, alerts, and events, or additional SAP Solution Manager tools. Overview of the Standard for System Monitoring and Alerting 2014 SAP SE or an SAP affiliate company. All rights reserved. 9

10 2.1.1 Template Concept SAP delivers preconfigured templates, which are used to collect monitoring data and threshold values for alerts. SAP Standard Templates consist of standardized metrics, alerts, and events for specific technical systems and instances (for example, SAP AS ABAP or SAP AS Java), operating systems, and different databases. The templates include predefined threshold values for alerts as well as preconfigured customization options for integration with ITSM or automatic notifications. You can also create custom templates based on existing SAP Standard Templates. For example, by adapting a standard template to object-specific properties, you can create an object-specific template. Figure 4: Hierarchy of Templates Additional Monitoring Options In addition to system monitoring and alerting, you can enhance your monitoring processes by using the following SAP Solution Manager tools: SAP Solution Manager Self-Monitoring End-User Experience Monitoring Interface & PO Monitoring Job & BI Monitoring Business Process Monitoring SAP SE or an SAP affiliate company. All rights reserved. Overview of the Standard for System Monitoring and Alerting

11 For more information, see the corresponding sections of the documentation available on the SAP Help Portal at Application Help Application Operations System and Application Monitoring. 2.2 Reporting When implementing reporting processes, you should follow the normal Plan, Build, Run, and Optimize phases of the Run SAP Like a Factory methodology. For details of these phases, see Lifecycle of System Monitoring. As reports are only beneficial when you make improvements based on their results, you need to assess your business processes and address the following factors addressed: Responsibility for different processes Relevant KPIs Suitable aggregation level You can implement reporting either in the Technical Monitoring work center or by using the SAP Solution Manager Dashboard Framework Technical Monitoring Work Center Interactive Reporting In the Technical Monitoring work center, you can use Interactive Reporting to generate reports about monitored components. Interactive Reporting provides the following functions: View the development of important monitoring data for your systems over time Identify potential problems early Gain an overview of the load, usage, availability, and performance of your systems, hosts, and databases The reports consist of various granularity periods so you can see both the current and the long-term development of the performance values. The values for each period are displayed in the appropriate level of detail. The available reports are divided into the following areas: Availability Contains information about the availability of the selected component and displays information about planned downtimes Performance Contains information about the response times of the selected component Capacity Contains information about the available capacity of the selected component, which helps you identify where memory is available Usage Contains information about the usage of the selected component. For example, you can see how systems are used both in terms of scope and topic areas In addition to the predefined reports provided by SAP, you can create your own custom reports to specify what data is displayed. Overview of the Standard for System Monitoring and Alerting 2014 SAP SE or an SAP affiliate company. All rights reserved. 11

12 2.2.2 Management Dashboards Dashboards can display large amounts of information in a concise form to give you a quick overview of various topics. Dashboards comprise a set of apps that provide information about a specific aspect of the topic. SAP provides dashboards and apps about various topics in work centers. You can adjust delivered apps to your requirements, or create and register your own apps in the Dashboard Framework in SAP Solution Manager. The Dashboard Framework user interface comprises the following main components: The dashboard, which you can access directly from a work center. The dashboard displays thumbnails of the available apps. To open an app, choose the corresponding thumbnail. You can configure the dashboard to display additional apps or remove apps that you do not need. For more information, see the documentation on the SAP Help Portal at Application Help Dashboard and Dashboard Apps Configuring Dashboards. The dashboard apps, which display the data All relevant data of an app is visible without further user input. The configuration screen You can adjust the app to your requirements, for example, by specifying headers or other texts to be displayed, or change the app data. Within the, the most important SAP-delivered dashboards are the System Availability and the System Performance dashboards. The SAP Business Warehouse (BW) is the source of data for most dashboards, but you can also provide the data required by using a BAdI interface. You create the user interface of the apps using the Dashboard and Presentation Design (Xcelsius) program, an SAP Business Objects product. For more information about creating your own apps, see the documentation on the SAP Help portal at Application Help Dashboard and Dashboard Apps Enhancing the Dashboard Framework with User Apps. 2.3 Architecture and Configuration with SAP Solution Manager To use the Monitoring and Alerting Infrastructure, you must first configure it for use with SAP Solution Manager Prerequisites Before using the MAI, you need to complete an initial configuration of SAP Solution Manager. You perform the following scenarios as part of SAP Solution Manager Configuration (transaction SOLMAN_SETUP): System Preparation Checks the current installation and setup of the SAP Solution Manager system, implements necessary SAP Notes, and creates users Basic Configuration Maintains the user data, connection data, and landscape data in SAP Solution Manager SAP SE or an SAP affiliate company. All rights reserved. Overview of the Standard for System Monitoring and Alerting

13 Managed System Configuration Connects the systems that you want to manage and monitor to SAP Solution Manager Recommendation Depending on the number of managed systems and the amount of data, SAP recommends checking the hardware size of the SAP Solution Manager host using the Quick Sizer tool available on SAP Service Marketplace at Architecture of the MAI Figure 5: Overview of the Monitoring and Alerting Infrastructure You must install an SAP Host Agent and a Diagnostics Agent on each managed system and technical component. These agents measure and collect the technical data necessary for monitoring. Overview of the Standard for System Monitoring and Alerting 2014 SAP SE or an SAP affiliate company. All rights reserved. 13

14 Figure 6: Data Processing Flow Data providers are located in either the managed system or the SAP Solution Manager system. With the help of the Data Provider Connector, the data is processed and stored in the SAP Business Warehouse (BW) stores. The Event Calculation Engine processes the metrics and stores them, along with the events, in the corresponding BW store. At the same time, the Event Calculation Engine forwards the events to the Alert Consumer Connector to store the generated alerts in the Alert Store. The Alert Consumer Connector sends the alert to Incident Management and Notification Management. For more information, see the SAP Help Portal at Application Help SAP Solution Manager Infrastructures Technical Monitoring and Alerting SAP SE or an SAP affiliate company. All rights reserved. Overview of the Standard for System Monitoring and Alerting

15 3 Lifecycle of System Monitoring The Monitoring and Alerting Infrastructure (MAI) enables you to monitor a large number of systems, servers, and processes. However, to maximize the benefits, you need to plan and integrate system monitoring into your IT processes. As with other solutions, when implementing system monitoring, you should perform the Plan, Build, Run, and Optimize phases of the Run SAP Like a Factory methodology. You also need to document all decisions and configurations for both the monitoring process and all other related processes. Figure 7: Implementation of the System Monitoring Scenario 3.1 Plan System monitoring is an essential part of daily operations and IT processes. Therefore, to establish a comprehensive monitoring concept, it is essential to manage the implementation project effectively and specifically define the content of your reports Project Management SAP Solution Manager provides integrated project management functions that you can use to plan the implementation. SAP also delivers supplementary best practices for all common SAP applications in the Business Process Repository (BPR). Each node in the BPR represents a process step and a roadmap to guide you through Lifecycle of System Monitoring 2014 SAP SE or an SAP affiliate company. All rights reserved. 15

16 the project step by step. Common transactions that you might require to perform the steps are listed for quick access to the relevant tools. You can adapt each step to suit your business needs, for example, you can maintain the estimated effort required for each step of the project. For more information, see the Business Process Repository on SAP Service Marketplace at and the documentation for the Implementation / Upgrade work center on the SAP Help Portal at Application Help Solution Implementation Implementation / Upgrade Work Center. Note If you already use IT Service Management (ITSM) in SAP Solution Manager, you can also create service requests directly from the roadmap Set Up Self-Monitoring If you plan to use SAP Solution Manager for monitoring and alerting of the critical IT processes across your landscape, it is important to make sure that your SAP Solution Manager system is also effectively monitored. The MAI is only able to generate alerts when data passes through the event calculation engine. If data is not collected correctly or the calculation is corrupted, the monitoring and subsequent alerts will be unreliable and ineffective. Therefore, it is important to include all infrastructure components of the collection framework in the scope for monitoring and alerting, including the SAP Solution Manager system. For more information, see the SAP Help Portal at Application Help Solution Manager Operations Self-Monitoring of the Monitoring and Alerting Infrastructure Define Scope All systems and technical components that you want to monitor need to be connected to SAP Solution Manager. For some systems and components, SAP already provides templates; otherwise, you need to create your own. SAP Solution Manager provides a number of tools for monitoring complex scenarios and application layers. The central point of access for these tools is the Technical Monitoring work center. For example, you can perform integration monitoring, BI monitoring, interface monitoring, and so on. You can use the various tools to monitor not just your SAP solutions, but an increasing number of non-sap solutions as well. During the planning phase, it is important to determine the scope of the implementation. You need to decide on the following aspects together with other stakeholders: Components to monitor Aggregation level Level of detail Integration with other IT processes Thresholds for alerts Follow-up activities Your business monitors business-specific Key Performance Indicators (KPIs), such as availability or necessary response times, which you can measure against thresholds provided by SAP. After the initial implementation, you need to optimize the thresholds by adapting them to suit your individual processes. You have several options for the level of automatic notifications that the system sends in the event of an alert: SAP SE or an SAP affiliate company. All rights reserved. Lifecycle of System Monitoring

17 Default level You do not receive automatic notification; instead, you regularly check the Alert Inbox for new alerts. You can process alerts directly from the Alert Inbox and confirm them after the root cause has been identified and resolved. Enhanced notification level You can set up automatic notifications. For example, if an alert is triggered, the system automatically sends an or SMS to the person responsible for the affected component informing them that they need to take action. Enhanced incident management level You can fully integrate monitoring and alerting with the ITSM components in SAP Solution Manager so that incidents are handled in your ticket system. Alternatively, you can integrate third-party ITSM tools. Recommendation You can mix the different integration levels for different KPIs and systems according to your needs. SAP recommends integrating alerting into the incident management process in combination with the notification features to ensure that the incident does not go unnoticed. Integrating ITSM also ensures that every occurrence of an incident or alert is tracked and documented in one central system. In addition to simply notifying IT staff, you can configure ABAP programs to be automatically executed in reaction to certain alerts. By analyzing historical and prognosis KPI data, you can also use monitoring and alerting to optimize both your IT and business processes. Therefore, you should plan reporting on the collected data, including necessary follow-up activities in the event of critical values Plan Authorization Concept An authorization concept should also be part of your monitoring blueprint. You need a clear definition of which users have access to which parts of the monitoring and reporting processes. Only a limited group of named users should have full access to all monitoring objects and Customizing. The service desk and support staff should have read-only access to the Alert Inbox and also be able to use the root-cause analysis tools. SAP Solution Manager delivers predefined roles and authorizations that you can use as the basis for your authorization concept Plan Work Modes In certain situations, for example, during system maintenance or year-end closing, you might want to restrict certain operations, such as monitoring and alerting. For this purpose, SAP provides work modes, which you can schedule and monitor in the Technical Administration work center. For more information, see the documentation for work mode management at Application Help Application Operations Technical Administration and Guided Procedures Managing Work Modes. Lifecycle of System Monitoring 2014 SAP SE or an SAP affiliate company. All rights reserved. 17

18 3.2 Build You configure system monitoring as part of the Technical Monitoring scenario of SAP Solution Manager Configuration (transaction SOLMAN_SETUP). A guided procedure takes your through the process step by step. The prerequisites for the configuration are automatically checked as part of the guided procedure. Figure 8: SAP Solution Manager Configuration During the configuration, you perform the following key activities: Configure notification settings to suit your business as outlined during the planning phase Set the retention period for collected monitoring data Set the compression level for reporting on the data Define reporting based on preconfigured reports using the powerful BI tools Activate different monitoring templates Configure monitoring behavior during different work modes You can execute the configuration process as many times as you want in order to continually adapt and extend your monitoring capabilities. For example, if you need to expand the scope to include a new system or make changes to templates to reflect changes to your business processes. For more information, see the corresponding help texts in each step of the guided procedure. 3.3 Run Once implemented into your productive SAP Solution Manager system, monitoring is an essential part of your IT operations SAP SE or an SAP affiliate company. All rights reserved. Lifecycle of System Monitoring

19 When an alert is triggered, it appears in the Alert Inbox of the Technical Monitoring work center. The Alert Inbox is the central point of access for processing all types of alert. Alerts are assigned to categories based on database, host, or system. You can drill down to see various metrics and historical values and take appropriate action. For more information about technical monitoring and the Alert Inbox, see the documentation at Application Help Solution Manager Infrastructures Technical Monitoring and Alerting. Recommendation The first time you run a new monitoring configuration, SAP strongly recommends checking whether the critical situations are covered as planned. If you replace an existing monitoring scenario, for example, by switching from a CCMS-based scenario to the MAI, it is useful to initially run both scenarios in parallel to observe the impact of the changes. 3.4 Optimize You can view the monitoring data of your system landscape in the System Monitoring work center. Alternatively, you can view the data in connected third-party tools. Monitoring and alerting, as well as the corresponding reaction methods, are not only integrated into processes but are processes in themselves. These processes need to be assessed and optimized based on relevant quality criteria. Ideally, your monitoring processes detect upcoming events or potential incidents early enough for you to react and take preventative action. The following KPIs help you to measure where you can optimize your monitoring: Level of integration into Incident Management, Problem Management, Change Management, and so on Number of solutions covered Number of incidents not detected by monitoring Ratio of manual reactive work vs. proactive work SAP Solution Manager provides detailed information and tools to help you continually improve your monitoring processes. For more information, see Driving Continuous Improvement. Lifecycle of System Monitoring 2014 SAP SE or an SAP affiliate company. All rights reserved. 19

20 4 Driving Continuous Improvement 4.1 Quality Assurance Tasks From a quality management perspective the key tasks are as follows: Indicate critical resource consumptions (for example disk space, memory, and CPU) Review the alerts to assess their impact on business process continuity Review the results of solved incident messages for possible monitoring / KPI improvements Provide adjustment recommendations for KPI definitions and threshold values Review Service-Level Agreements and KPI reports Set up System Monitoring and Best Practices Approach (Rapid Deployment and OCC) Define error-handling procedures and guidelines for analysis tools Set up 24-hour monitoring including exception-handling guidelines Develop a business continuity plan including manual procedures so that critical business processes can continue to be executed during system downtime Define a Single Source of Truth with your partners by asking them to work within SAP Solution Manager Ensure documentation quality is maintained in the Single Source of Truth 4.2 Quality Targets and KPIs To ensure high maturity of system monitoring and drive the value recognition of IT, the most important quality targets are as follows: Increase transparency, which reduces risks and enables you act proactively Improve performance and continuity of solutions Optimize efficiency of operation despite cost reduction Business units expect performance problems and errors to be detected proactively and resolved before they affect business continuity. To provide transparency, the IT department has to report service levels, capacity trends, and solution quality on a regular basis. With a limited IT budget, it is essential to industrialize and automate monitoring and reporting solutions to meet these demands. To assess the quality of the system monitoring and alerting process, clearly defined KPIs and measurable objectives are required. The KPIs should be collated and evaluated in regular reports. You can use the historical data that is collected to identify trends and then derive the necessary measures. The following table describes the main challenges for each of these quality targets and which KPIs can be used to measure them: SAP SE or an SAP affiliate company. All rights reserved. Driving Continuous Improvement

21 Quality Targets Challenges KPIs Increase transparency, which reduces risks and enables you act proactively Companies dealing with increased complexity and heterogeneity of their systems over time Detecting critical events Reviewing the frequency of thresholds Detecting issues proactively and resolving them before business continuity or end users are affected requires a unified monitoring and alerting infrastructure This ensures better visibility and supportability while also enabling proactive identification of potential system incidents and reduced risk of unplanned business downtime. Improve performance and continuity of solutions Reduce downtime for critical applications in order to avoid negative impact on the business and to increase system reliability To ensure a fast response to issues, it is essential to automate monitoring and alerting processes. Number of incidents (by priority) Amount of unplanned downtime Business losses (impact) due to severe issues Percentage of performance improvement Optimize efficiency of operation despite cost reduction By automating processes and monitoring issues centrally, you can reduce the amount of time and effort spent by your IT staff, which also reduces costs. Percentage of technical issues not identified proactively Average number of resources constantly assigned to system monitoring Automated reporting on SLAs and trends in system performance frees resources and increases efficiency. Ensure that the monitoring thresholds and KPIs are relevant and adapted to suit the individual situation of the customer, especially if monitoring is conducted by partners. Average time needed for creation of SLA reporting Average time for daily checks after automation setup Driving Continuous Improvement 2014 SAP SE or an SAP affiliate company. All rights reserved. 21

22 5 Training The following training courses related to System Monitoring and Alerting are available from SAP: SM100 SAP Solution Manager Operations and Configuration This five-day training course provides a technical overview of operations and tools in SAP Solution Manager. It trains you in the basic configuration of SAP Solution Manager and is aimed at system administrators, technical consultants, and technical managers. Course Content: SAP Solution Manager Overview: available scenarios, extensions, and work center Technical Overview: Installation, Architecture, and Sizing Basic Configuration for the following transactions: o SAP Solution Manager Configurations (transaction SOLMAN_SETUP) o Solution Manager System Landscape(transaction SMSY) o Landscape Management Data Base (transaction LMDB) Basic Configuration for the following tools: o System Landscape Directory o Solution Manager Diagnostics Authorizations in SAP Solution Manager Maintenance Optimizer, Maintenance Certificate, and Issue and Task Management Configuring Solution Manager Diagnostics using SAP Solution Manager Configuration (transaction SOLMAN_SETUP) Early Watch Alert Reporting: ABAP and Java Additional administrative tasks Technical Monitoring and System Monitoring Service Level Reporting Solution Reporting: Technical Reporting and Management Reporting E2E100 End-to-End Root Cause Analysis E2E100 covers tools and approaches for analyzing the root cause of incidents and isolating the component causing the incident in a heterogeneous IT landscape. Prerequisites for this course include an overview of SAP technology as well as basic understanding of SAP Solution Manager. E2E100 is a five-day course ending with a certification exam in the afternoon of the fifth day. Upon successful completion of this certification, the participant receives the certificate Application Management Expert Root Cause Analysis. This certificate proves that the candidate has a basic understanding within this profile and can implement this knowledge practically in E2E solution operations. Course Content: Introduction to End to End Root Cause Analysis Incident Management Process and Pre-clarification End to End Change Diagnostics SAP SE or an SAP affiliate company. All rights reserved. Training

23 End to End Workload Analysis End to End Trace Analysis End to End Exception Analysis Data Inconsistency Analysis Client Side Root Cause Analysis Proving Stabilization of Solution Landscapes with SAP EWA Review and Certification Preparation Certification for the Application Management Engineer End to End Root Cause Analysis E2E120 Technical Monitoring in SAP Solution Manager This three-day course provides the required knowledge to make best use of the monitoring and alerting infrastructure capabilities offered by SAP Solution Manager 7.1. The target audience is service and support consultants, technology consultants, system administrators, and NetWeaver operations teams. Course Content: Introduction to the Monitoring and Alerting Infrastructure (MAI) Introduction to the Monitoring Template Concept, creating own customer templates, and defining Custom Metrics and Alerts Perform Administration Settings for Technical Monitoring like Notification Management and Work Mode Management Setup and use of System Monitoring, DB, and Host Monitoring including using the Alert Inbox Get an overview of the System Monitoring Application CA Wily Introscope Set up and use Connection Monitoring Set up and use End-User Experience Monitoring including record and review own scripts Set up and use BI-Monitoring Set up and use PI-Monitoring Get an overview of SAP Technical Analytics functionality, such as Interactive Reporting and Standard Dashboards 5.1 Expert Guided Implementation Sessions Expert guided implementation (EGI) is a new delivery methodology. The methodology balances the combination of training, practical experience, and expertise on demand. The focus is to enable the customer to execute complex activities with the help of SAP experts. It is important that during the delivery itself, the activity is executed as described in the delivery slot. Examples activities include performing an update, building a Customizing, or executing a service. Expert guided implementation enables you to execute activities without being a subject matter expert. The methodology closes the gap between classroom training and consulting. Expert guided implementation provides guidance for the execution phase of your project. The goal is to execute all relevant steps that are necessary to complete a defined activity during the delivery time of expert guided implementation. After the delivery, the targeted activity should be complete. For an overview of available EGIs, see the SAP Enterprise Support Academy on Service Marketplace at Training 2014 SAP SE or an SAP affiliate company. All rights reserved. 23

24 Figure 9: Overview EGIs SAP SE or an SAP affiliate company. All rights reserved. Training

25 6 More Information Documentation Technical Monitoring System and Application Monitoring Self Monitoring Link Application Help Solution Manager Infrastructures Technical Monitoring and Alerting Application Help Application Operations System and Application Monitoring Application Help Solution Manager Operations Self-Monitoring of the Monitoring and Alerting Infrastructure More Information 2014 SAP SE or an SAP affiliate company. All rights reserved. 25

26 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company 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. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. Please see for additional trademark information and notices. Material Number:

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