SAP Solution Manager - Solution Monitoring

Transcription

1 SAP Solution Manager - Solution Monitoring SAP Solution Manager Product Management, SAP AG SAP AG 2005 SAP AG 1

2 What is SAP Solution Manager Solution Monitoring - Introduction Concept Functionality SAP AG 2005 SAP AG 2

3 SAP Solution Manager Value Proposition SAP Development Collaboration The support hub and the gateway to SAP SAP Solution Manager Efficiency Customer Transparency SAP Custom Code Development SAP Active Global Support SAP Consulting Implementation of SAP solutions Solution monitoring Service desk Change request management Delivery of SAP services IMPLEMENT Core Business Process OPTIMIZE OPERATE SAP Education Diagnostics Upgrade of SAP solutions Control Flexibility SAP Hosting Standardized & integrated application management Objective: Present the SAP Solution Manager value proposition On the right-hand two-thirds of the slide you have a gray box representing the customer s environment. Their IT landscape contains the applications we d expect to see some SAP and some not. In the center of this landscape we have the core business processes that drive the company, and the IT group s charter to implement, operate, and continually optimize these processes, as well as the applications. The goals of the CIO are represented in black in this box efficiency, transparency, control, and flexibility. (These are the four core value props that SAP Solution Manager provides) That is, if a CIO could maximize these four goals then the chances of success in their mission would be significantly increased. Moving to the left, the customer s IT landscape is connected to the SAP Solution Manager. SAP Solution Manager is a unique solution stack which enables several of its integrated business processes to seamlessly interact with the customer s IT landscape (change management, service desk, etc). These business processes are core function within SAP Solution Manager and replace the customer s need to purchase, implement, and maintain separate software and hardware solutions that provide these functions. This is one very significant benefit that SAP Solution Manager brings the ability to replace several un-integrated tools with a single product which provides seamless integration, a single user interface (for ease of use), and which comes at no extra cost as a part of their SAP Standard Support. The importance of SAP Solution Manager in both cost and efficiency terms cannot be over-stated. However, there s an additional benefit with SAP Solution Manager, and that is its role as a gateway to SAP s Active Global Support (AGS) organization and the network of over 12,000 professionals we can call upon to assist our customers. Specifically (on the far left-hand of the slide), AGS is able to interact with a number of SAP organizations to ensure that our customers receive the right assistance at the right time. These organizations would include SAP Development, SAP Consulting, and so on. This unique solution stack logs the information AGS needs to address a customer s OSS issue, which in turn means we can respond faster and more accurately than otherwise. That is, SAP Solution Manager provides our customers with all the productivity and response time benefits of e-support as well as with the certainty that their needs and challenges are being dealt with by the most expert resource available. SAP AG 3

4 SAP Solution Manager Scenarios Implementierung of SAP solutions Standard usage Global rollout Customizing sync. E-Learning mgmt. Test management Solution Monitoring System monitoring EarlyWatch Alert Service level reporting Business prozess monitoring Central system administration Upgrade of SAP solutions Classical upgrade E-learning mgmt. Test management CORE BUSINESS PROCESS Service Desk Standard usage coupled with 3rd-party tool Corporate functionality Solution Manager Diagnostics Change Request Management Standard usage Maintenance processes Delivery of SAP services On-site / remote delivery Expertise on demand SAP Safeguarding SAP AG 4

5 The More Transparent the Solution, the More You Benefit! All systems All business processes All training information The entire documentation All maintenance activities All service planning, deliver ad follow-up information SAP SOLUTION MANAGER All test information All customer developments and functional enhancements All change information All incident and problem information All service level information All monitoring data SAP AG 5

6 Role of Solution Manager in Lifecycle Management Application Management SAP Solution Manager Maintenance strategy, processes, and projects Continuous improvement projects Software Change Management Development and enhancement projects Deployment projects Planning Status NetWeaver Lifecycle Management SAP NetWeaver Administration Tools + Software Logistics Daily system administration and monitoring Configuration Initial Setup Software Maintenance Management Business Content Lifecycle SAP AG 6

8 SAP Solution Manager - Architecture SAP Solution Manager Implementation and Distribution Testing Service Planning and Delivery Solution Monitoring E-Learning Management Upgrade Projects IMPLEMENT. Businessprocess BETRIEB Solution Service Desk Global Rollout OPTIMIEREN Change Management Process Templates Systems Businessprocesses Documentation Solution Directory SAP ERP SAP CRM SAP APO Non-SAP SAP AG 8

9 Proactive Monitoring vs. Reactive Monitoring Why Solution Monitoring? Monitoring should be done to detect the deficiencies as early as possible in order to ensure the correctness and security of the business processes raise the availability and performance of the system. Proactive Monitoring Proactive Monitoring tries to avoid critical situations before the occur. E.g.: Maintenance of performance alert thresholds E.g.: Trend analysis (e.g. performance values and hardware capacity) -> To be reminded of the necessary monitoring tasks, interactive work lists are needed (Alert Graphic) Reactive Monitoring Reactive Monitoring tries to notify the administrators in critical situations as soon as possible E.g.: error handling procedures and escalation paths -> Via automatic notification mechanisms SAP AG 9

10 Automatic Monitoring vs. Expert Monitoring Automatic Monitoring Automatic Monitoring is using predefined Key Performance Indicators (KPI) in order to notice deviations as early as possible. E.g.: Autoreaction methods with CCMS as infrastructure E.g.: KPI monitoring and reporting with ratings in case of problems -> Definition of Key Performance Indicators and their thresholds needed Manual Expert Monitoring Expert Monitoring is manual work. Identify issues that are not captured via alert monitoring. Expert Monitors should give hints for resolution of identified problems or are the tools for resolution of problems. E.g.: Link to expert monitors in satellite systems Identify problems that are based on long-running trends. -> Administrators with expert knowledge in different areas needed SAP AG 10

12 The Old Monitoring Concept Old concept is not extendable to the new world FVS PLM CUS CUS Increasing number of components (R/3 + CRM + 3rdparty + ITS + ) System administrator SCM 4.6C Many new components have their own individual administration and monitoring tools Exploding costs for training, implementation and operations SAP Service Marketplace SAP Active Global Support IT organizations are subject to increasing fragmentation Ever more and more complex business processes are being implemented "Best-of-Breed" solutions More components, larger components, more complex components IT experts, training concept Available know-how on (employment) market Cost pressures User requirements Less training Intranet/Internet users Employee Self Services, Internet Sales and Service Demand 24 hour/day, 365 days/year A new monitoring concept is required! SAP AG 12

13 Solutions in SAP Solution Manager Solutions are groups of related systems. The design of solution landscapes can be related to the SAP Solution Manager functionality you want to use or to user groups which should have access, e.g. landscapes for reporting (EarlyWatch Alert, SL, Service and Availability Reporting), joint administration and real-time monitoring (e.g. System Monitoring and Central System Administration) management of core business processes and related components (BPM) so that customers of an outsourcer have access to their business process related data Individual and flexible assignment of systems within solutions Solution 1 (EWA) Solution 2 (BPM Customer 1) Solution 3 (BPM Customer2) CRM ERP CRM ERP ERP BI R/3 SCM BI BI Solutions You specify solutions, to use the SAP Solution Manager effectively. A solution contains systems in your system landscape, which you assign according to certain criteria, for example: It contains all systems used in the production processing in your system landscape, i.e. on which one or more of your most important business processes run. You can proactively monitor the business processes, business process steps, and interfaces of these systems (e.g. all production systems). It has a restricted view of the systems in your system landscape, e.g. for a business area. The definition of solutions allows you to monitor all systems in a solution, or all business processes which run in the systems. Specify the solution scope in the Solution Directory, for example: which system components they use, or which business processes and business process steps you want to monitor in the Solution Monitoring for which systems the EarlyWatch Alert data is to be collected. which graphic views of your systems and business processes you want to use in Solution Monitoring. SAP AG 13

14 The New Concept: Solution Monitoring Solution Landscape (e.g. to monitor core business processes or to report system KPIs) CUS FVS PLM CUS SCM 4.6C System administrator Central Monitoring Instance SAP Service Marketplace SAP Active Global Support Solution Monitoring Mission Statement Provide central point of access to all data relevant for monitoring Provide a disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost Solution Monitoring is Business process oriented Software solution landscape oriented Configurable, linked to expert analysis and administration tools Open and extendible: Covers all software components in the IT landscape, from SAP R/3 to new SAP components to non-sap components SAP AG 14

15 Solution Monitoring and Reporting in the SAP Solution Manager Early Watch Alert and Service Level Reporting Weekly evaluation of system status and performance Weekly or monthly reporting on SLAs for the involved systems and business processes System Monitoring and Administration Technical real-time monitoring of system components based on the CCMS infrastructure System-related tasks with integrated and automated log Business Process and Interface Monitoring Real-time monitoring of business processes based on the CCMS infrastructure Covers all technical and business applicationspecific functions required for a smooth and reliable flow of business processes SAP AG 15

16 Solution Monitoring and Reporting Data Collection SAP Solution Manager Critical Alert Situations: Detailed Reporting Business Process Monitoring Business Processes System Monitoring SAP EarlyWatch Alerts Satellite Systems Real-time Monitoring: CCMS Monitoring Infrastructure (RZ20) Continous Monitoring: Service Data Download (SDCC) SAP AG 16

17 Integration of 3rd-Party Tools Solution Monitoring SAP Solution Manager Trigger console in case of an alert (SAPConnect; SNMP; XML) 3 rd -Party System Management Console Detailed Analysis with 3 rd -party tools Monitoring Infrastructure CCMS Monitoring Infrastructure ( RZ20) Report Alerts Monitoring Agent Solution Landscape 3 rd -Party Components SAP AG 17

18 Solution Monitoring Benefits Overview Central point of access to all monitoring information Reduce administration effort Central monitoring of complete solution Cover inter-system dependencies Avoid critical situations by proactive monitoring Detect issues before they occur Improve availability your solution Fast issue resolution Automatic notification in critical situations Openness Investment protection for your existing landscape Integration of 3rd-party systems Costs Free of Charge - included in Standard Maintenance SAP AG 18

20 What is SAP Solution Manager Solution Monitoring - Introduction Concept Functionality System Monitoring / Central System Administration Business Process Management and Monitoring SAP AG 2005 SAP AG 20

21 System Monitoring Goals Financial savings due to reduced probability of system downtime or business process interruptions and overtime costs Improvement in motivation of IT staff Higher end-user satisfaction Realization within SAP Solution Manager System monitoring of core components to detect critical situations as early as possible Support operators working with SAP solutions System monitoring and Central System Administration complement each other System Monitoring in the SAP Solution Manager The system monitoring in the SAP Solution Manager, uses the Computing Center Management System (CCMS) (transaction RZ20) architecture. This means that system alerts which occur in the local CCMS, are passed to the SAP Solution Manager via RFC connections between the SAP Solution Manager and the satellites. The system shows these alerts in a graphic or in Sessions. You can also handle the alerts centrally, without having to go to the local CCMS of the satellite systems. You can see the alerts from several systems in a solution landscape in the SAP Solution Manager, in a graphical overview, in contrast to the local CCMS of the SAP Solution Manager satellite systems. This is the view of a central CCMS (CEN). You can also monitor non-sap systems in a central CCMS (CEN) of a satellite system. SAP AG 21

22 System Monitoring - Workflow Satellite Systems Collect Data Get CCMS Alerts 1 Agents send Alert Data SAP Solution Manager Display and dispatch Alerts ( ; SMS; Support Desk message) Check CCMS Expert Monitors and solve Problem 2 Navigate directly into Satellite System Root cause analysis The technology behind System Monitoring is based on so called agents. Those collect data more efficient, collect additional data and enable a push technology for delivering alerts. There are three basic agents: SAPCCMSR: Monitors components without any active SAP basis instance. This can be used on servers like ITS, Portals, and other servers that do not run an SAP basis instance. There does not have to be a SAP product on the server for this to be installed. Detailed operating system data by help of SAPOsCol which has also to be installed on the server. SAPCCM4X: Transfers CCMS alert monitoring data to the central system without using a dialog work process. This should be installed on systems that use a SAP basis system above release 4.X. This also includes the 6.X basis releases. SAPCCM3X: Connects SAP Systems 3.X to a central monitoring architecture delivering dispatcher s performance data. There are also additional agents that monitor specific technologies...such as Java, etc. Additional information you can find under: >> System Monitoring and Alert Management >> Media Library SAP AG 22

23 System Monitoring Workflow Alert graphics System-related tasks with integrated and automated log System monitoring of core components to detect critical situations as early as possible Support administrators working with new SAP products Expert monitors directly linked in satellite systems System monitoring and Central System Administration complement each other SAP AG 23

24 Solution Overview - Entry Screen QuickLink: solutionmanager Automated refresh Solution Overview Summary of alerts with navigation to alert graphic in solution Navigate to open tasks in solution SAP AG 24

25 System Monitoring - Graphic Display of all monitoring features under the header Solution Monitoring Graphical display of components and alerts System monitoring alerts and CSA tasks in one graphic SAP AG 25

26 Solution Monitoring - Alert List ALV standard selection and maintenance possibilities Switch between Current and Open Alerts (Alert History) Alternative Display of values as alert list SAP AG 26

27 Setup System Monitoring Centralized Maintenance of Alerts and Thresholds Copy Customizing between components Centrailized maintenance of autoreaction methods Preselected and activated CCMS alerts Centralized maintenance of alerts and thresholds (changes are automatically transferred to local CCMS) SAP AG 27

28 Preselected and Activated CCMS Alerts System Monitoring: Preselected and activated CCMS Alerts Performance Alerts of Instance Dialog Alerts Memory Mngt and Buffer Alerts Setup Monitoring for Server Database Administrating DB Response time DB request time ES Peak Single record buffer Generic key buffer CPU 5MinLoadAverage Paging out Space Management SAP AG 28

29 Central System Administration Goals Financial savings due to reduced administration effort Improvement in motivation of IT staff Documentation and Reporting on system maintenance tasks Realization within SAP Solution Manager manages tasks for the systems in your solution, centrally preconfigured view and logical collection of administration tasks generated component-specific administration tasks, divided into logical areas, depending on the SAP system types The technology behind System Monitoring is based on so called agents. Those collect data more efficient, collect additional data and enable a push technology for delivering alerts. There are three basic agents: SAPCCMSR: Monitors components without any active SAP basis instance. This can be used on servers like ITS, Portals, and other servers that do not run an SAP basis instance. There does not have to be a SAP product on the server for this to be installed. Detailed operating system data by help of SAPOsCol which has also to be installed on the server. SAPCCM4X: Transfers CCMS alert monitoring data to the central system without using a dialog work process. This should be installed on systems that use a SAP basis system above release 4.X. This also includes the 6.X basis releases. SAPCCM3X: Connects SAP Systems 3.X to a central monitoring architecture delivering dispatcher s performance data. There are also additional agents that monitor specific technologies...such as Java, etc. Additional information you can find under: >> System Monitoring and Alert Management >> Media Library SAP AG 29

30 Central System Administration (CSA) - Workflow Satellite Systems Expert Monitor 1 Check System SAP Solution Manager Get Task in Graphic 2 Confirm Task and get Log Entry SAP AG 30

31 Central System Administration Task Handling Set-up and perform tasks Monitor task plans and status Create task logs SAP AG 31

32 What is SAP Solution Manager Solution Monitoring - Introduction Concept Functionality System Monitoring / Central System Administration Business Process Management and Monitoring SAP AG 2005 SAP AG 32

33 Why Business Process Management An overall concept for Business Process Management gets more and more important Complex business processes that are distributed across various systems and software components in a complex solution landscape Different and various application error logs on different software components have to be monitored for a distributed business process The need of a particular system component for a business process is not necessarily obvious and must be documented Data transfer between different systems using various interface techniques must be monitored Business Process Management means to answer questions like Who is responsible and checks for background job scheduling? Who monitors proactively and verifies throughput, performance, and response times? Who monitors and checks for update errors and application logs? Who monitors the interfaces? Who has to be contacted in case of an unknown error? SAP AG 33

34 Why Solution Management Solution Management gets more and more important Complex Solutions with distributed System Landscapes Past: Fully integrated applications in an SAP R/2 or R/3 System with a defined number of interfaces to legacy system(s), tools for day-to-day operation were included in and provided by the software (Software Logistics (TMS), System Monitoring (ST** Transactions, CCMS Alert Monitor), application error logs, user management etc.) Present: Internet era with different SAP and non-sap software components for CRM, B2B (SRM, EBP), B2C, SCM (APO), BW including various interfaces and different technical components (more complex technologies) Why SAP Solution Manager Software that serves as a central tool for system and business process operation for all systems and business processes within your Solution Landscape Implementation and Operation is covered, including documentation and monitoring of all systems and business processes (and EarlyWatch Alert and Service Level Reporting) Better supportability of your solution by SAP s Active Global Support in case of problems and critical situations SAP AG 34

35 Business Process Monitoring Definition of Business Process Monitoring Business Process Monitoring is the proactive and processoriented monitoring of a company s core business processes It includes the observation of all technical and applicationrelated functions that are required for a smooth and reliable flow of the core business processes It comprises detailed procedures for error handling and problem resolution and precise definition of contact persons and escalation paths. SAP AG 35

36 Monitoring with Business Process Monitoring (BPM) Satellite System Collect Data 1 Transfer Monitoring Data Analyze and Fix BPM in SAP Solution Manager Tool: Alert Display, Trigger Workflow Cust.: Check Alert, Create Support Message 3 Send Support Message via Support Desk to SAP SAP Support Check Support Message Problem 2 SAP Solution Manager Implement Recommendations 5 SAP: Check Alert and Configuration, Solve Problem, Give Recommendation Cust.: Close Support Message Log on to Solution Manager 4 Contact Customer Customer SAP Tool = as customized in SAP Solution Manager, automatically done by tool Cust. = to be done by customer SAP = to be don by SAP SAP AG 36

37 Infrastructure for BPM in the SAP Solution Manager Solution Manager Monitoring Graphic Monitoring Session Monitoring Infrastructure CCMS Monitoring Infrastructure Solution Landscape Solution Manager Monitoring Engine CCMS Monitoring Infrastructure SAP R/3 APO BW CRM EBP data collectors data collectors data collectors data collectors data collectors SAP AG 37

38 Integration with BPM in SAP Solution Manager Automatic reporting an alert Business Process Monitoring Process Description from Implementation Project in the SAP Solution Manager Service Desk message in case of alert (automatic or manual) Monitoring tasks, Error Handling and Escalation Paths for the monitoring employee Direct link to analysis transactions in satellite system Integration with System Monitoring (Status of Hardware, Software and Business Processes in one screen) SAP AG 38

39 Business Process Monitoring of a Solution Landscape (1) Components and related business processes Display Business Process Alerts SAP AG 39

40 Business Process Monitoring of a Solution Landscape (2) Display Current Alerts, Alert History and detailed information Business process step alert list SAP AG 40

41 Business Process Monitoring of a Solution Landscape (3) Business Process Monitoring session Documented error handling procedures and contact persons Direct navigation to analysis method in satellite systems Creation of support notifications, workflow trigger, alert confirmation SAP AG 41

42 BPM Functionalities in the SAP Solution Manager What can be monitored by Business Process Monitoring? Cross Application objects Application specific objects Interface objects Customer specific objects Background jobs Performance of dialog transactions (Transaction code and function code level) Transaction-specific Update errors Error logs (e.g. SD Duelist, APO Planning) MRP Runtime statistics EBP Process Alerts ALE / IDoc alert monitoring qrfc alert monitoring All alert information via CCMS alert infrastructure Customer exit in Application Monitoring infrastructure Document volume based on SAP Table statistics etc Application Log (SLG1) SAP AG 42

43 Traininigs Offerings SAP Solution Manager E-learning SAP Service Marketplace (role-based, free of charge learning maps) (CCMS, GRMG, autoreaction, agents) (Business Process Management, setup guide) Training Support Academy/SAP Education USMP10 SAP Solution Manager Concept & Strategy USMX20 Installation & Technical Configuration of SAP Solution Manager Infrastructure USMA30 System Administration with SAP Solution Manager USCP60 Business Process Management USMF50 SAP Solution Manager Implementation of Service Desk Functions USMF55 Change Request Management with SAP Solution Manager SMI310 SAP Solution Manager Implementation Tools SAP AG 43

44 Appendix Detailed Content Functional Scope SAP AG 2005 SAP AG 44

45 System Monitoring Detailed Content Content for display and managing of alert situations System Monitoring All CCMS/RZ20 Data like Hardware, Databases, SAP Basis, SAP Internet Transaction Server (SAP ITS), Internet Pricing & Configuration (SAP IPC), Index Management Server (SAP IMS), SAP Business Connector (SAP BC), SAP livecache, In-Q-My Java Application Server Partner Products, HTML-based components (generic) Extension concept Open interfaces for monitoring data providers and data consumers (e.g. via SNMP traps) SAP AG 45

46 Business Process Monitoring: Concept Phases of a Software Implementation Project Strategic Framework Technical and Integration Design Technical and Operations Implementation Cutover and Start of Production Operations and Continuous Improvement Define and Create a Monitoring Concept Implement the Monitoring Concept Start Monitoring Change Management in Monitoring Step 1 Identify core business processes Step 2 Identify process steps and interfaces Step 3 Define monitoring objects and tools Step 4 Define error handling procedures and escalation paths Step 5 Define monitoring activities Steps to Define and Create a Business Process Monitoring Concept The implementation of new software follows an implementation roadmap. In this roadmap the definition and creation of a Business Process Monitoring concept is part of the implementation section Technical Integration and Design and consists of five steps. During these steps the core business process is identified and specified. The monitoring objects are determined, and the error handling procedures and monitoring activities are defined. SAP AG 46

47 SAP Solution Manager 3.2: Functional Scope 1/3 Business Process Monitoring types and alert definition for: (effective from SAP R/3 Release 4.0) Background jobs (running on SAP Systems with an R/3 Basis) for daily and monthly jobs Start delay End delay Out of time window Maximum processing time Job cancellation Wrong parallel processing Job log messages Dialog transaction performance monitoring (effective from SAP R/3 Release 4.6B) of Response, queue (wait), load and generation, DB, and frontend (net) time per SAP Application Instance Update errors for transactions and programs V1 update errors / V2 update errors Application log messages Due list log messages for deliveries and billings Document volume monitoring of Inserts, updates, and deletes of any table at any time during a day All alerts which are available or can be configured in the CCMS Alert Monitor SAP AG 47

48 SAP Solution Manager 3.2: Functional Scope 2/3 New monitoring type Application Monitor providing Monitoring of application-specific key figures Monitoring of due list logs (SAP R/3 SD) Monitoring of MRP key figures (SAP R/3 MM/PP) User exits that can be individually customized (ABAP) Interface Monitoring for: (effective from SAP R/3 Release 4.5B) ALE / EDI (IDoc) (effective from SAP R/3 Realease 4.6C) Outbound IDoc generated IDoc ready for dispatch IDoc in external system IDoc dispatched Error in IDoc interface Error in External System IDoc with delete flag IDoc processing in target system qrfc Blocked queues Errors in Queue Scheduler trfc (generic monitoring of trfc tables) Inbound IDoc generated IDoc transferred to application IDoc transferred to dialog Application document posted Error in IDoc interface Error in application IDoc with delete flag SAP AG 48

49 SAP Solution Manager 3.2: Functional Scope 3/3 Handling Features Service Level (SL) Reporting for Business Process Management based on Statistical performance data (EWA) for Service Level Agreements Aggregated per day and business process, business process step, monitoring type, and alert type The number of green, yellow, and red alerts The number of confirmed yellow and red alerts Alerts can be directly confirmed (with user and time stamp) Service Desk messages can be manually created for single and automatically created for any number of alerts s (auto-reaction methods or workflow) can be automatically created for alerts SAP AG 49

50 Setup of Business Process Monitoring in SAP Solution Manager Process Definition in SAP Solution Manager Process Steps, Interfaces etc. Manual entry Implementation Project Monitoring Configuration Assign monitoring objects to process steps and interfaces Customize alerts per object Use Best Practices for Business Process Management to identify monitoring objects. Activate Monitoring IDoc monitoring for Type ORDERS Application Log monitoring for material allocation error messages Performance monitoring for transaction VL02N Start Delay Alert for job Create_Invoice Cancellation Alert for job Create_Sales_Order SAP AG 50

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