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

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

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 SAP AG. All rights reserved. 2

4 Overview

5 Orchestrated Accelerated Innovation Cloud New DB technologies (ASE; SAP HANA) Run SAP Like A Factory Accelerated Innovation Orchestration Integration Validation Integrated Mobile Solutions Next Generation Business Intelligence & Applications Application Lifecycle Management Business Continuity Total Cost of Operations Quality Single source of truth Total Cost of Development Protection of Investment 2011 SAP AG. All rights reserved. 5

7 Technical Operations Business Process Operations Scope of technical operations Business Process Operations Solutions Business Processes Business Process Steps Application Operations ABAP J2EE End-Users & Technical Scenarios Products & Product Instances Interfaces & Jobs Applications & Systems Databases & Operating Systems IT Infrastructure Operations Physical & Virtual Hosts Printers Disks & Storage Network devices 2011 SAP AG. All rights reserved. 7

8 Process behind technical operations Monitor Notify Analyze Optimize Proactive real-time monitoring Reactive handling of critical events Lower mean time to problem resolution Optimize excellence of technical operations Report Prove value to business 2011 SAP AG. All rights reserved. 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 Technical Administration Optimize operation of your IT and application landscape Change Diagnostic Ensure that your landscape is configured compliant to your policy and references Data Volume Management Manage data growth and data reduction measures in your landscape 2011 SAP AG. All rights reserved. 9

10 Integration of all scenarios in End-End-to-End Monitoring and Alerting Infrastructure Technical Monitoring and Alerting Capabilities in Detail Unified Alert Inbox 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 Active Monitoring of RFC and HTTP connections between SAP Systems 2011 SAP AG. All rights reserved. 10

11 What is End User Experience Monitoring?

13 Usecase: Stop Fingerpointing Central IT Global Networks Local Network Customer 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 2011 SAP AG. All rights reserved. 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 2011 SAP AG. All rights reserved. 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 2011 SAP AG. All rights reserved. 15

16 End User Experience Monitoring SAP Solution Manager EEM Robot Alerting 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 2011 SAP AG. All rights reserved. 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 2011 SAP AG. All rights reserved. 17

18 Design Time

19 Phased Approach Design Monitoring Alerting Reporting 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 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 2011 SAP AG. All rights reserved. 19

21 Understanding the EEM Setup UI Navigation Guided procedure with all steps for the basic configuration 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 2011 SAP AG. All rights reserved. 21

22 Navigation through the Guided Procedure Active setup step Aggregated status of step Click to navigate to substep Status for substep Shows following steps or substeps Switch between Edit and Readonly Mode Navigate to next step and save Save current changes 2011 SAP AG. All rights reserved. 22

23 Structure of Guided Procedure Designed for Initial Setup and on-going Administration Configure Infrastructure Script Management Check Prerequisites Global Settings Create Scripts House-keeping 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 2011 SAP AG. All rights reserved. 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 2011 SAP AG. All rights reserved. 24

26 Monitoring

28 Realtime Monitoring Overview Overview Monitors Robot / Script specific Monitors Drill down Analysis tools Central access point to all necessary End-User Experience Monitoring data Overview UI to display in on view the current status of the landscape which is monitored be End-User Experience Monitoring Drill down via robot or script specific views and to freely configurable analysis views to End-to-End Trace Analysis Complete configurable UI meaning the end-user can specify which view is displayed in which tab E2E Trace Analysis 2011 SAP AG. All rights reserved. 28

30 Realtime Monitoring Configuration Filter function to create scenario specific tabs Define the tab to be private or public 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 2011 SAP AG. All rights reserved. 30

34 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 2011 SAP AG. All rights reserved. 34

36 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 2011 SAP AG. All rights reserved. 36

37 Realtime Monitoring Tree Browser Active hierarchy categories Available hierarchy categories User defined tree view for a category-orientated comparison of different script executions 2011 SAP AG. All rights reserved. 37

39 Alerting

41 Alerting - Overview Realtime Monitoring Alert Type Table Alert Group Table Alert Details Viewer Central access point to handle End- User Experience Monitoring Alerts Efficient alert handling based on consolidation of single alerts to alert groups Integration of most common alert handling mechanism as status tracking, incidents, notifications and 3 rd party integration Drill down from alert type to alert groups and single metrics and events Integration of analysis capabilities as problem context and monitoring applications 2011 SAP AG. All rights reserved. 41

42 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 2011 SAP AG. All rights reserved. 42

43 Alert Inbox Alert group table Allows to confirm all selected alert groups belonging to one alert type and managed object Assign certain user, status and comment for further follow-up of the issue Show alert details for detailed analysis of certain symptom Create context sensitively an incident out of an alert group Create context sensitively a notification out of an alert group 2011 SAP AG. All rights reserved. 43

44 Alert Inbox Alert details Alert details including tracking status and assigned information Confirm, Incident, and Notification as for alert group table Navigate to System Monitoring, Landscape browser, System Login and Problem Context as for alert type 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 2011 SAP AG. All rights reserved. 44

45 Reporting

47 Reporting - Overview Overview Report Scenario Specific View Script Details Robot Details Get an aggregated overview of scenario availability and performance behavior over time Visualize trends regarding availability and performance for scenario, script, robot and single step Optimization of internal processes and setups of IT department (e.g. identification of peek hours, bottlenecks in network throughput, ) Step Details 2011 SAP AG. All rights reserved. 47

49 Reporting Metric Summary Availability Performance Scenario Availability Scenario Performance Script Availability Script Performance Robot Availability Robot Performance Step Availability Step Performance 2011 SAP AG. All rights reserved. 49

50 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 2011 SAP AG. All rights reserved. 50

52 Management Reporting End User Experience Service Level Reporting

53 Management Reporting End User Experience Service Level Reporting - Motivation See several SLA reports on one dashboard Overview Dashboard Details View One view to check if your SLA s are fulfilled for availability and performance on scenario, script, location or robot level Visualize tendency over time in various categories Real time monitoring of current compliance of agreed service levels Arrangement of reports and their content can easy be changed Configuration Screen SLA thresholds can be adjusted interactively 2011 SAP AG. All rights reserved. 53

54 Zoom in on click Management Reporting End User Experience Service Level Reporting - Dashboard Independent SLA Independent reports reports Refresh reported values Switch into configuration mode 2011 SAP AG. All rights reserved. 54

55 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 2011 SAP AG. All rights reserved. 55

56 Management Reporting End User Experience Service Level Reporting App Configuration Select scenarios / scripts Select locations / robots Set the app title List of available scenarios / scripts List of selected Scenarios / scripts Adjust SLA thresholds interactively 2011 SAP AG. All rights reserved. 56

57 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 2011 SAP AG. All rights reserved. 57