Proactive Monitoring and Alerting to support Stabilization after Go-Live!

Orange County Convention Center Orlando, Florida June 3-5, 2014 Proactive Monitoring and Alerting to support Stabilization after Go-Live! Marci Braybrooks, IBIS America Community Facilitator, ASUG SIG Solution Manager, ALM and Run SAP Like a Factory

SIG Solution Manager, ALM and RSLAF 2 Subscribe to the SIG! www.asug.com 1-2-3 1. MY ASUG Update Profile Community and Communication Preferences 2. Select Special Interest Groups (SIGs) 3. Select Solution Manager, ALM, and Run SAP Like a Factory Community 2 3

What We ll Cover 3 Learn how Business Process Monitoring (BPMon) in SAP Solution Manager can support your next Go-Live Understand how to identify Key Figures for Proactive Monitoring and Alerting General guidelines and requirements for Business Process Monitoring KPIs BP Analytics BPO Dashboards

Agenda 4 What can possibly go wrong at Go-Live? Change from Re-active to Pro-active Identify Key Figures for Monitoring Full disclosure starting at 50,000 Wrap-Up / Q&A

Get Ready, Get Set, Go-Live! 5 Initial implementation of a Solution New functionality or functional enhancements Upgrade releases Small configuration changes New equipment (servers, routers, devices) New systems (SAP or non-sap) Go-Live: to promote a change to Production changing the operational business process and/or technical landscape

What can possibly go wrong at Go-Live? 6

What can possibly go wrong at Go-Live? 7 It worked when we tested it! Tell me what you did again? Can you recreate the problem? Data real, live DATA People, Process, Technology Unforeseen circumstances, process variations User adoption, Organizational Readiness Data Conversions, process variations Training, Organizational Readiness, all of the above!

Agenda 8 What can possibly go wrong at Go-Live? Change from Re-active to Pro-active Identify Key Figures for Monitoring Full disclosure starting at 50,000 Wrap-Up / Q&A

Re-Active 9 Help Desk / Incident Management Issue Tracking Assign issues to support resources for follow-up

Pro-Active 10 Tool-based support Early Warning Integrated to Managed system(s) via RFC SO10 SO10 PT05 PT05 CC20 CC20

Work Center: Business Process Operations 11 Application-related operation topics needed to ensure the smooth and reliable flow of the Productive business processes SOLMAN_WORKCENTER Business Process Operations using CCMS (BPMon Classical) Business Process Operations (New) (SP10 with MAI, not complete) Use BPMon Classical; migration path to MAI is planned

Change from Reactive to Proactive 12 SO10 CC20 SO10 PT05 Alert Inbox Daily monitoring Central access to Alerts, integrated to Incident Management Traffic Lighting based on Threshold values PT05 CC20

Notifications 13 Content and functionality is configurable Von: BRAYBROOKS [mailto:braybrooks@ibis-america.com] Gesendet: Mittwoch, 6. Februar 2013 14:03 An: Braybrooks, Marci Betreff: IDE10 Orders not billed (order related billing) Solution number...00155d5db60e1ee28a9e84f690afea68 Solution name...customer System...IDE SolMan System...SOL Monitoring Object...NA1000 Orders not billed (order related billing) Monitoring ID...000000037700100 Context Data Business Process...Step...Interface... Sales Order Processing...Process Sales Order... This is document type (SAPoffice internal) for SAP workplace: Test text for Template for Notification Long Text Link to Alert Inbox Alert Detail List (GUI) for alert type Orders not billed (Order related billing) Counter 001 V.02 - Orders not billed within 3 days Alert Detail List (WebGUI) Monitoring Activities: Problem Indicator Incompletion error log within the sales order should advise what needs to be fixed. Error Handling Incompletion order reasons can include pricing, material master issues, routes, these may require HD tickets. Escalation Path Not maintained. Configuration of the Notification Alert Details Monitoring Activities Analysis Tools: Call V.02 on IDE ( V.02 ) Confirm All Alerts Alert Rating/Date/Time/Message: Red 06.02.2013 14:03:13 Orders not billed (Order related billing) : 20 / Confirm Alert

Agenda 14 What can possibly go wrong at Go-Live? Change from Re-active to Pro-active Identify Key Figures for Monitoring Full disclosure starting at 50,000 Wrap-Up / Q&A

What are your BPM Requirements? 15 How well are business processes working in the SAP system? What efficiencies can be gained? Where are process interruptions occurring? Are there opportunities for improving processes? What are the organizational and configuration combinations in-use in your system?

Key Figures for Monitoring 16 Tracking functional and technical Key Figures at Go-Live of your SAP initiative is a Best Practice to gauge how well the integrated solution is operating across the targeted organization In SAP Solution Manager, a Key Figure can be automatically collected and monitored using Monitoring Objects in Business Process Monitoring

Monitoring Objects 17 Application Area (e.g. Sales & Service) Monitor (e.g. Sales Documents, SD Invoices (AR)) Key Figures for the Monitor (e.g. Incomplete Sales Orders, Sales invoices not posted to FI) Parameter Sets for the Key Figure to establish threshold values for alerts

Available Key Figures 18 SAP Service Marketplace SAP Support Portal SAP Solution Manager Run SAP Like a Factory Business Process Operations Business Process Monitoring Media Library Overview and Demos Business Process Operations Key Figures Overview

BPMon: Monitoring Objects 19 1. Solution Manager Configuration (Basic, Managed Systems, Business Process Monitoring) 2. Document your Solution (Technical Landscape, Active Business Processes) 3. Document your Monitoring Requirements 4. Identify, configure and validate monitoring objects in a Development Solution Manager system 5. Verify that the Monitoring objects meet your requirements 6. Determine the best timeframe for data collection of the Monitoring object a. Review the existing schedule b. Avoid scheduling against another collection for the same Monitor 7. Configure, activate and deploy in your Production Solution Manager system

Document your Solution with RBPD 20 Automatic Discovery of Business Process Usage using Reverse Business Process Documentation (RBPD) content Source: SAP

Business Process Repository Document your Solution with RBE Plus 21 For BW, Industry Solutions, and other systems not available in RBPD Automatic Blueprint Evaluation based on for SAP Solution Manager Automatic Scoping of Master data Processes Process steps Transactions in scope not in scope

Document Monitoring Requirements 22 Number of Quotations out of validity Number of Invoices not posted to FI Number of Invoices not posted to FI via index table Exceptions during billing due processing Number of created Outbound Deliveries Number of Outbound Deliveries with GI posted but no invoice Number of overdue Outbound Deliveries Incomplete Outbound Deliveries Number of open Sales Orders Number of incomplete Sales Documents Number of Sales Orders (planned GI date in past but not delivered) RBE Plus Process Usage Analysis: Process Overview, Sales

Document Monitoring Requirements 23 Number of Requisition Items created Number of overdue Requisition Items Purchase Requisition overdue for Purchase Order creation Automation rate: Purchase Requisitions Lead Time: From PR Item creation to PO Item creation (prev.day) [in days] Number of Contracts already expired Number of Contracts that will expire within x days Invoice items blocked for payment (cash discount endangered) Invoice items blocked for payment (cash discount lost) Number of MM Invoices with errors Number of MM Invoices posted Number of Purchase Orders created Number of overdue Purchase Order Items PO Items with Goods Receipt Qty greater Invoice Receipt Qty PO Items with Invoice Receipt Qty greater Goods Receipt Qty RBE Plus Process Usage Analysis: Process Overview, MM

Monitoring Objects for Alerts and Notifications 24 Access the Solution Navigate to the Process Step that aligns to the key figure e.g. Processing Purchase Requisitions for ERP Click the Create button for a new Monitoring Object

Configure the Monitoring Object 25 Configuration includes Key Figure Selection, defining Parameter Sets (with selection criteria for the monitor) a Monitoring Schedule, and Notification details.

Parameter Sets 26 Apply Selection Criteria to the Parameter Set based upon actual usage scenarios Target a specific business owner(s) for the notification RBE Plus Process Usage Analysis: Purchase Requisitions

Configuration guidelines 27 Identify Naming Conventions Organizational unit Key figure Predetermine threshold values Parameter sets represent the criteria for the alert The Set ID is incremented automatically when you Add Thresholds for YELLOW and RED alert ratings indicate the tolerance of documents that are allowed for the criteria applied in the parameter set before triggering the respective rating (i.e. one parameter set can have thresholds for both) Work with your business partners for notification and follow-up action requirements!

Agenda 28 What can possibly go wrong at Go-Live? Change from Re-active to Pro-active Identify Key Figures for Monitoring Full disclosure starting at 50,000 Wrap-Up / Q&A

Business Process Monitoring, BP Analytics and BPO Dashboards 29

Monitoring for Analytics 30 BP Analytics offers a broader analysis Align BP Analytics with Monitoring Objects to analyze across the organization for benchmarking and trending

Business Process Analytics 31 From the Work Center for Business Process Operations, select Business Process Analytics

Timeframe Selection specific to go-live 32 Apply Timeframe for comparison purposes Select a Monitoring Object for Analytics

Benchmarking with BP Analytics 33 Analyze performance across the entire organization

BPO Dashboards 34 Key Figure Instances Assign KFI to Panel Assign Panel to Dashboard 2 rows, 2 columns Up to 3 rows, 3 columns Integrated to BP Analytics

Agenda 35 What can possibly go wrong at Go-Live? Change from Re-active to Pro-active Identify Key Figures for Monitoring Full disclosure starting at 50,000 Wrap-Up / Q&A

Wrap-Up 36 Prerequisites: SOLMAN_SETUP Activate Services Ongoing Activities / Functions: Create Monitoring Objects / Copy existing and change parameters Schedule according to System Workload (prior to SP11) Authorize and Train Business Users for Notification/Alert Detail List Authorize and Train Business Users for BPO Dashboard access Effort Define Solution and Productive Business Process Structure Establish System Landscape and Logical Components Identify (or customize) Key Figures for Monitoring Returns: Proactive Monitoring with Business Process Operations!

Information Sources 37 SAP Solution Manager* * requires login to SAP Service Marketplace http://service.sap.com/solutionmanager SAP Help Portal http://help.sap.com/saphelp_sm71_sp10/helpdata/en/5d/3f2e370f22432cb817ba9369cae66d/frameset.htm Ramp-Up Knowledge Transfer for SAP Solution Manager 7.1* http://service.sap.com/rkt-solman Support Tools (Plug-ins)* http://service.sap.com/supporttools Business Process Operations http://wiki.scn.sap.com/wiki/display/sm/sap+solution+manager+wiki+-+business+process+operations Best Practices for Solution Operations* http://service.sap.com/solutionmanagerbp End-to-End Root Cause Analysis* http://wiki.sdn.sap.com/wiki/display/techops/rca_home SAP ERP Upgrade* http://service.sap.com/upgrade-erp Forum: SAP Solution Manager https://forums.sdn.sap.com/forum.jspa?forumid=156 RBE Plus for SAP Solution Manager http://www.ibis-thome.com/solutionmanager

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