01crm introduction newdesign
DESCRIPTION
CR IntroductionTRANSCRIPT
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1SAP CRM OverviewE2E Overview
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2Unit Overview
Introduction
? Lesson 2: End-to-End Diagnostics Root Cause Analysis Components
? Lesson 1: CRM Technology Components
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3EP
CRM Components
SCM BI
ECC
ECC
Non SAPBackend
CRM Server
IC Scenario
Mobile
(Hand
held)
Online
Scena
rio
Communication Station
Field Scenario
WebApplication
Server
E-commerce
Please see Master Guide mySAP CRM 2005 in SAP Service Marketplace alias instguides! The CRM Master Guide provides important information about the installation planning for mySAP
CRM scenarios The mySAP CRM Master Guide can be used to get an overview of mySAP CRM, its software
units and scenarios from a technical perspective.
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4SAP Web AS Architecture
? Some components and their tasks are described below:
? The Internet Communication Manager (ICM) sets up the connection to the Internet. Itcan process both server and client Web requests. It supports the protocols HTTP,HTTPS, and SMTP. The SAP Web AS can behave as a Web server or as a Webclient.
? The ABAP-dispatcher distributes the requests to the work processes. If all theprocesses are occupied the requests are stored in the dispatcher queue.
? The ABAP Work Process executes the ABAP code.? The message server (MS) exchanges messages and balances the load in the SAP
System.
? In the Java component of the SAP Web AS there are the components Dispatcher,Server Process and Software Deployment Manager.
? MPI (Memory Pipe) is a memory-based structure for communicating between theInternet Communication Manager (ICM) and work processes.
? SDM (Software Deployment Manager) is a tool for delivering non-ABAP SAPdevelopments.
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5SAP Web AS Architecture with multipleinstances
GWGWGW
? Each of these integrated instances of the SAP Web AS contains the (ABAP)dispatcher and its work processes as well as the Java dispatcher and its serverprocesses. The Java dispatcher distributes the incoming J2EE requests to the JavaServer processes.
? The Java cluster requires a special instance, the Central Services, for managinglocks and transmitting messages and data. The Central services are similar to theABAP message and Enqueue server.
? Finally, all the applications and data for ABAP and Java each is stored in onedatabase.
? Each instance of an SAP System has a gateway. The gateway enablescommunication between work processes and external programs via RFC, as well ascommunication between work processes from different instances or SAP Systems.
? The SAP Web dispatcher lies between the Internet and your SAP system. It is theentry point for HTTP(s) requests into your system, which consists of one or moreNetWeaver application servers.
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6SAP Web AS install options
? The ABAP part of the WAS is often called ABAP stack? The Java part of the WAS is often called Java stack.
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7Introduction to End-to-End Diagnostics:Unit Overview
Introduction to End-to-End Diagnostics
? Lesson 1: CRM Technology Components
? Lesson 2: End-to-End Diagnostics Root Cause Analysis Components
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8E2E Diagnostic Problem detection versusresolution
C(++)ABAP Java .net
ComponentDiagnostics
Cross componentDiagnostics
IT Reporting
NAIL IT DOWN
ISOLATECOMPONENT
ANALYTICS
E2E Workload Analysis E2E Exception Analysis E2E Trace Analysis E2E Change Analysis
SAP Solution Manager
Health CheckMONITOR AND
ALERTEvaluate
Aggregate
E2E Diagnostics
PROBLEM DETECTION = SOLUTION MONITORING
PROBLEM RESOLUTION = ROOT CAUSE ANALYSIS
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9Third Party Tools Included in Diagnostics
Client DiagnosticsServer Performance DiagnosticsSAP Standard for
to use Appsight Console to analyze client logsrecorded by the blackbox
to create of own instrumentation
to create instrumentation for custom code
to create own dashboards (includingdefintion of customized monitoringtresholds)
Solution SupportEnablement Packincludes a license
for the recording agent of Appsight(blackbox)
... of Wily Introscope for SAP deliveredinstrumentation and dashboards
SAP Solution Manager4.0 includes a license
Appsight is a system built on a uniqueproblem resolution architecture that wasdesigned from the ground up with patentedBlack Box technology to optimize the problemresolution process.http://www.identify.com (part of BMC)
Introscope is a performancemanagement solution that enables you tomonitor complex Web applications inproduction environments 24x7.http://www.wilytech.com(part of CA)
Scope
? Solution Support Enablement Pack (SEP) is a billable addon to SAP SolutionManager.
? SAP Support can use the full scope of both products to provide service and supportto customers.
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E2E Exception and Workload Analysis Architecture for Data Collection
ABAP
ABAP
Java
J2EE
C / C++
SAP BusinessIntelligence
Wily IntroScope(Standalone JVM)
RFCInterface
DiagnosticsAgent
DiagnosticsAgent
DiagnosticsAgent
DiagnosticsAgent
IntroScope EnterpriseManager (SmartStor)
InfoCube
SAP SolutionManager
(J2EE / ABAP stack)
Data collection once a hour
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E2E Workload Analysis Architecture for DataAnalysis
E2EApplication
E2EApplication
ViewsViews
WebTemplates
WebTemplates BEx QueriesBEx Queries InfocubesInfocubesConfig XMLConfig XML
E2E WAE2E WA
WorkloadOverviewWorkloadOverview
BDocMessages
BDocMessages
SummaryView WT
SummaryView WT
BDoc WTBDoc WT
SummaryView Q
SummaryView Q
BDoc Q1BDoc Q1
E2EPerf.E2EPerf.
BDoc Q2BDoc Q2
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Introscope Architecture
Real-time,Historical, &Performance
Alerting
IntroscopeEnterpriseManager
Persistentstore
JVM
SAP J2EE
SAP CRM
Agent
JVM
SAP J2EE
SAP XI
Agent
IntroscopeWebView
IntroscopeAgent
IntroscopeWorkstation
IntroscopeAgent
JVM
SAP J2EE
SAPEnterprise Portal
Agent
IntroscopeAgent
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Introscope Components
? Enterprise Manager? Central persistent repository for all Introscope performance data? By default installed on SMD machine in directory /usr/sap/ccms/wilyintroscope? Should run as Windows service / Unix background process
? Agent? Plugs into the monitored J2EE and ABAP server nodes? Installed by default in /usr/sap/ccms/wily or /sapmnt/SID/global/wily for J2EE and as
wilyhost SMD agent application? Installation directory contains JARs and customizing files
?WebView? Web-based graphical UI to display Introscope performance data? Deployed on the SMD J2EE Engine, linked in SMD navigation
?Workstation? Swing-based UI.? Similar as WebView but with advanced capabilities and more user-friendly.
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Introscope Data for NW ABAP + JAVASystems
SAP Host AgentOne per Hostretrieves snapshot data from local ABAPInstancesmeasurement interval 15s 300s dependson metric type
Introscope Byte Code Agent One per J2EE Server Node regularly reports summary of all events measurement interval 15s
System Snapshot Metrics Only reported on host of central instance
Instance Snapshot Metrics Reported for each instance
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E2E Workload Analysis - Targets
Open infrastructure for integration of new component? Provide an open infrastructure to integrate existing and up-coming software components
Minimal integration effort? Minimize effort to integrate new components by using generic infrastructure components
(e.g. WilyTech IntroScope, SAP BI) and by using UI generation technologies (e.g. IS dashboard definition)
Support component and cross-component WorkLoad Analysis aswell as IT Reporting / EarlyWatchAlert? Provide a technical infrastructure to cover the different types of workload analysis:
? IT Reporting / EarlyWatchAlert (problem detection)? Central cross-component analysis (problem detection? problem resolution)? Central component-specific analysis (problem resolution)
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E2E Exception Analysis - Targets
Easier and efficient diagnostics by identifying? The most frequent errors?? The applications causing the most frequent errors?
Logs for all involved components are stored? To display frequent error pattern at managing system? To display log entry grouped by different criteria (e.g. by software component, location,
user) at managing system? To jump from E2E ExceptionAnalysis at managing system to specific log analysis tools at
managed system (e.g. NWA LV, ABAP SysLog)
Dumps for all involved components are stored? To display dumps at managing system? To display dumps grouped by different criteria (e.g. software component, user) at
managing system? To jump from E2E ExceptionAnalysis at managing system to specific dump analysis tools
at managed system (e.g. ThreadDumpAnalysis, ABAP Dump)
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End-to-End Trace: BSP based Applications
InstrumentedBrowser
CRM ECC
Network ApplicationLogic
ApplicationLogic
Create Passport1 Activate Trace2 Activate Trace3
Correlation IDTrace Flags
HTTP Header
Correlation IDTrace Flags
HTTP Header
Correlation IDTrace Flags
HTTP Header
End-to-End Trace Display in SAP Solution Manager
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E2E Trace Analysis - Targets
Central server-side trace enabling? Because of security reasons, it is necessary to enable E2E tracing on request instead of
having it permanently switched on
Client-side trace triggering? Only at end users client side the information about correlations between requests and
clicks and between clicks and user scenarios are known
Central server-side trace analysis? At the managing system all component-specific trace summaries are collected to identify
the process steps / components which need to be analyzed in deeper detail. From E2ETraceAnalysis at managing system a direct link to the local trace analysis tools atmanaged system is possible.
? ? Application at managing system can switch on E2E tracing for all involvedmanaged systems
? ? E2E tracing is triggered by trace flags / levels and correlators (for user scenario,click and request) at client side
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E2E Change Analysis - Targets
Easier and efficient analysis by identifying changes:? Did we change any technical configuration parameters?? How many transports were imported last week?? When did we import support packages?? Which systems of my solution were changed?
Component-specific change analysis:? Compare configuration parameters in the same system but for different timestamps. This
is a typical use case in Root Cause Analysis? Compare configuration parameters within the transport landscape? Compare configuration parameters between multiple instances in order to achieve
homogeneous parameter settings
Aggregated change analysis based on SAP BI:? Aggregated view regarding changes appropriate to dedicated types as parameter change
(DB, ABAP, J2EE, ...) and software change (ABAP transports, ABAP SPs, J2EEdeployments, ...)
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