Run SAP like a Factory

Run SAP like a Factory Best Practice Process Document ALM Process: Technical Operations Service Level Reporting Process Health Service Level Reporting

ALM Process Technical Operations Process Health Service Level Reporting Problem Description: How to technically monitor critical Business Processes of the customer solution landscape? Monitoring business processes should be available for Business Process Steps as well as for Interfaces between process steps The Monitoring Capabilities have to cover application- and technical related monitoring objects, which are crucial for the smooth and reliable flow of the Business Process. Best Practice Process Solution: Business Process Analytics Analyzing consistent Business Process Execution Operation centric Business Process Monitoring Define Solution based discrete Core Business Processes dedicated to Business Process Monitoring ( ->Manually integrated Solution Documentation ) Business Process Monitoring, Interface Monitoring, Data Volume/Consistency Management, Business Process Job Management, End-User Experience Monitoring as proactive Monitoring ( Service Level Reporting ) and re-active Monitoring ( Application Incident Management ) Lifecycle centric Process Management Business Process Management from Requirement to Design including Operational Process KPI s to Operation ( -> System integrated Solution Documentation ) Process Health Service Level Reporting SAP Standards Exception Handling and Business Process & Interface Monitoring Proactive Business Process Health Service Level Reporting allowing pro-active analysis of critical system health tendencies and potential technical SLA/KPI violations 2012 SAP AG. All rights reserved. 2

Y axis 2nd Y axis Process Health Service Level Reporting Avg. Dialog Response Time Avg. Database Response Time Database Growth System Availablity Database Size Hardware Availability Service Level Management means to measure specific system parameters in accordance with Service Level Agreements between two parties, organizational units, or organizations involved in the management and operation of a customer s SAP solution. The results should be reported on a regular basis: Service Level Reporting. 12 10 8 6 4 2 0 10 30% 8 40% 5 65% 70% 60% 50% 40% 30% 20% 10% 0% Label 1 Label 2 Label 3 Column 1 Line 2 2012 SAP AG. All rights reserved. 3

System 1 EWA Data SAP Solution Manager Collected EWA Data EWA EWA Reports Reports Availability Reporting 1 2 SAP NetWeaver BI 5 BW Content (e.g. SMD Data) System 2 Service Level Reporting EWA Data BPMon Data 3a BI queries 3b System n CCMS Monitoring Infrastructure EWA Data Central Performance History 4 BW Content 2012 SAP AG. All rights reserved. 4

EarlyWatch Alert (EWA) Incl. Java specific content Availability Reporting System Availability (ABAP / Java stack) Instance Availability Instance Logon Availability Logon Group Availability Business Process Monitoring (BPMon) Direct Datafeed: Direct transfer of aggregated BPMon Alerts to Service Level Reporting, or Indirect Datafeed: Extraction of aggregated BPMon Alerts to BI. Re-Integration of BI-evaluations based on BPMon data into Service Level Reporting Central Performance History (CPH): Response time related evaluations from CPH can be integrated in Service Level Reporting as well Evaluation of BI-related Data (standardized regarding BI-Data related to Solution Manager Diagnostics as well as evaluation of any BI) 2012 SAP AG. All rights reserved. 5

Best Practice Process - Detail Process Description Service Level Reporting (SLR) is designed as a periodic Management Report, evaluating different areas of Solution Monitoring. Process Health Service Level Reporting, in particular, is focusing on the evaluation of aggregated alert information from Business Process Monitoring (BPMon). Hereby thresholds for Yellow and Red Alerts, which have been defined by the customer in the Setup of Business Process Monitoring, serve as Service Level Agreements (SLAs). The evaluations in Service Level Reporting check, if these SLAs have been met and can be carried out in two alternative ways: BPMon Alert Statistics : Direct evaluation of aggregated alert data from Business Process Monitoring within SLR. This option provides the number of raised as well as the number of confirmed alerts per Alert Type and selected timeframe (week or month), or BPMon Trend Analysis : The BPMon Trend Analysis, which is available in SAP BW, can be embedded into Service Level Reporting as well. For the selected Alert Types, Service Level Reporting will then display the Trend Analysis in graphical and tabular view. Hereby the Trend Analysis can be launched for a weeks, months, or 6-months time frame Both options can be used alternatively or in combination. However SAP highly recommends to make use of the BPMon Trend Analysis in any case. The information, a customer can get from the BPMon Trend Analysis, is the basis for subsequent decisions and further activities. 2012 SAP AG. All rights reserved. 9

Best Practice Process Advantage / Integration Advantages Quick Setup of SLR SAP BW Trend Analysis for Business Process Monitoring makes the evolution of specific KPIs visible and transparent at a glance. This is the basis for all further decisions and activities Disadvantages Service Level Reporting has a clear focus on the evaluation of the Solution Monitoring area. The report does not address reporting and evaluation for other SAP Solution Manager Scenarios, like Implementation and Upgrade, Test Management or SAP Solution Manager Service Desk. Integrated with the Business Process Operations process* Business Process & Interface Monitoring: Lifecycle centric Process Management Operation centric Business Process Monitoring Business Process Interface Monitoring * In the Business Process Repository, ALM processes are reflected in scenarios, Business Process Operations processes are reflected in processes 2012 SAP AG. All rights reserved. 10

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