e2e040 - runsap & end-to-end solution operations overview
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© SAP 2008
E2E040E2E040RunSAP & End-to-End Solution Operations Overview
NetWeaver 2004s
2008 / Q1
Material number: 50089774
Copyright 2008 SAP AG. All rights reserved.
Neither this training manual nor any part thereof maybe copied or reproduced in any form or by any means,or translated into another language, without the priorconsent of SAP AG. The information contained in thisdocument is subject to change and supplement without prior notice.
All rights reserved.
Copyright
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The following are trademarks or registered trademarks of SAP AG; ABAP/4, InterSAP, RIVA, R/2, R/3, R/3 Retail, SAP (Word), SAPaccess, SAPfile, SAPfind, SAPmail, SAPoffice, SAPscript, SAPtime, SAPtronic, SAP-EDI, SAP EarlyWatch, SAP ArchiveLink, SAP Business Workflow, and ALE/WEB. The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.
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© SAP 2008 / Page 1
Course Prerequisites
Required KnowlegeBasic understanding of SAP Basis and ApplicationsBasic understanding of SAP NetWeaverExperience in SAP IT Management
© SAP 2008 / Page 1
Target Audience
This course is intended for the following audiences:SAP TQM/SAM/EA or other Service Consultants
Duration: 2 days
User notes
• These training materials are not a teach-yourself program. They complement the explanations provided by your course instructor. Space is provided on each page for you to note down additional information.
• There may not be sufficient time during the course to complete all the exercises. The exercises provide additional examples that are covered during the course. You can also work through these examples in your own time to increase your understanding of the topics.
© SAP 2008 / Page 1
Course Goals
This course will prepare you to:Realize the vision and value of SAP E2E Solution Operations
Comprehensive description of the Methodology and SAP E2E Solution Support Standards:
“E2E Root Cause Analysis”
“E2E Change Control Management”
“E2E Business Process Integration and Automation”
Understand the impact of the SAP E2E Solution Support Standards to customer’s service and support organization (SAP Solution Operations roles and responsibilities).
Understand why SAP Solution Manager is the application platform for E2E Solution Operations
Realize the potentials for customers to optimize quality management and your service and support procedures through the implementation and the use of SAP E2E Standards and SAP Solution Manager (including keysuccess factors)
Provide information how customers can be certified (including SAP CCC certification).
© SAP 2008 / Page 1
Unit 5 Change Control Management
Unit 6 Business Process Operations
Unit 7 Technical Operations
Unit 8 Implementation Roadmap
Unit 1 Introduction
Unit 2 Strategy
Unit 3 Standards Overview
Unit 4 Root Cause Analysis
Preface
Course Content
© SAP 2008
Agenda Day One
SAP Support Strategy11:30 - 12:30
E2E Root Cause Analysis + Exercise I (RCA context)14:30 - 17:00
E2E Standards Overview13:30 - 14:15
Lunch12:30 - 13:30
E2E Introduction and Overview10:00 - 11:15
TopicsTime
© SAP 2008
Agenda Day Two
E2E Technical Operations13:30 - 14:15
E2E Business Process Operations11:30 - 12:30
Run SAP Roadmap (E2E Adoption at Customers)14:30 - 17:00
Lunch12:30 - 13:30
E2E Change Control Management09:00 - 11:30
TopicsTime
© SAP AG E2E040 1-1
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Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP - Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
Managing End-to-End Solution Operations: Course Content
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© SAP 2008
Introduction
Contents:E2E high level perspective
SAP organizational model for solution operations
SAP Standards for Solution Operations
SAP Solution Manager as an E2E application platform
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Introduction: Unit Objectives
After completing this unit, you will be able to:Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions
Explain how SAP Solution Manager supports managing end-to-end solution operations
© SAP AG E2E040 1-4
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Lesson 3: SAP Solution Manager
Lesson 4: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Standards for Solution Operations
Introduction: Unit Overview
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Complexity#User
2000 2007 2010
» INCREASED LANDSCAPE COMPLEXITY Comment
Every customer has mission critical applications along with integration needs
Landscapes become more complex the larger and more integrated they are
SAP provides advanced support options that mirror growth in size and/or complexity
Complex Solutions become more critical
R/3R/3LegacyS ystemLegacyS ystem
Manguis ticsManguis tics
SAP came from message solving for critical SAP Application
But today‘s and future solutions are more complex and it is even more difficult for SAP to “trouble shoot”
Threfore SAP introduces new support offerings to improve and strengthen the collaboration between the customer support organization and SAP to manage the complexity successfully.
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Complexity matters: Today‘s End-to-End Solutions become more complex
User
RFID Devices Rendering OfficePortal
SAP PortalWeb Services and
xApps
DuetOffice Integration and Self-Services
SAP Solution Manager
.netWorld
APOBWSRMSEM
APO
SRM
SEMR/3 ERP
Analytics
ESAExternal
Applications
JavaWorld
Today complexity increases in the areas of
Front-ends(e.g. Browser, mobile devices, Microsoft Office technologies)
in the middleware layers (SAP EP, SAP XI/BI, third party integration like DUET)
and also with the number of different backends
From business perspective the technology risks increases.
IT tries to hide the complexity from the user with integrated UI-scenarios and single sign on SSO. But nevertheless the complexity needs to be managed.
SAP Solution Manager does provide the E2E-Methodology to manage the complex SAP IT world.
To support today’s SAP solutions:
• Different client-side technologies such as mobile devices, portals, Adobe forms, Microsoft Office, and Internet browsers
• Different server-side applications such CRM, SRM, SCM, and BI on multiple platforms (ABAP, Java, .net, and C++)
SAP Solution Manager provides key capabilities to support distributed environments across different technology stacks.
SAP Solution Manager provides open hubs to plug in external technologies.
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Customer challenges:ComplexityTechnologySkills Resources
How to implement mission-critical operations?
Risk Costs
Availability?
Performance?
Compliance?
Data Integrity?
Process and Data
Transparency?
End-to-End mission-critical operations is a challenge!
Today‘s IT solutions require a clear end-to-end operations strategy
SAP answers to those challenges with the end-to-end (E2E) Solution Operations standards. To provide sustainable TCO and mitigate operational risks.
What does E2E mean: A full understanding of all technology-pieces within a solution. From the browser to the backend.
© SAP AG E2E040 1-8
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Customers ask:How do I implement mission-critical operations?
SAP answers:With …
Our know-howOur methodsOur best practicesOur toolsOur trainings
SAP’s End-to-End Solution Operations addresses these challenges!
E2E Solution Operations is the basis for mission-critical operations!
SAP takes the lead with E2E Solution Operations
With governance based on SLAs and clearly defined interfaces to service providers
With standardized and integrated support processes
With enhanced diagnostic and life-cycle management capabilities
With know-how and service offerings
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Solution Operations Standards:Define mission-critical operations processesProvide Best Practices and Implementation RoadmapsBased on a general organizational modelTrainings / Certifications are available
These Standards are the core of E2E Solution operations!
SAP Standards for Solution Operations bring E2E Solution Operations to you!
SAP shares world class operations know-how
Business
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development Business Process Operations
SAP TechnicalOperations
IT Infrastructure
Outtasking Outsourcing
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SAP Solution Manager provides:Role-based Work CentersWorkflowsCompliance dashboardKPI‘s and SLA‘sReportingContent & methodology for implementing operations processes
SAP Solution Manager supports all standards!
Mission-critical operations build onSAP Solution Manager!
SAP offers a standard application management platform for Solution Operations Standards
Business
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development Business Process Operations
SAP TechnicalOperations
IT Infrastructure
Outtasking Outsourcing
SAP Solution Manager provides:
Role-based Work Centers with Workflows
KPI‘s and SLA‘s Reporting
Content & methodology for implementing operations processes
The Role-based Work Centers will change the way of working with Solution Manager dramatically. The Work Center concept will be introduced with SolMan SP 15 in Jan 2008.
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The E2E Training Curriculum and the Certifications:
Secure quality for the whole ecosystemReduce risk for out-sourcing/-taskingProvide access to best-in-class knowledgeKnowledge of methods, tools and best-practices to customers and partnersEnablement of Mission Critical Support
No doubts about insufficient skills!
E2E Trainings & Certifications providethe skills for mission-critical operations!
SAP transfers its knowledge expertise throughout professional E2E Training Curriculums and Certifications
Training
Certifications
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As IT landscapes grow and solutions become increasingly mission-critical, the cost of successfully operating an IT landscape becomes a key business issue
Lack of common support standards increase risk of failure
High cost to acquire and retain the needed skills to support many systems
Lack of best practices and tools to support mission critical systems operations
Increased need to assure quality in an integrated and mixed system IT landscape
To optimize operations and to reduce cost SAP has embraced its understanding from thousands of customers and created
End to End solution operation standards that span customers' mission-critical operations landscapes to reduce the risk of failure and to increase the skill base.
Run SAP, a robust operational methodology that underpins these standards and complements SAP’s implementation methodology ASAP (AcceleratedSAP).
SAP Enterprise Support, a support offering that enables end-to-end solution operations at lower total cost and across mission-critical support systems.
© SAP 2007 / Page 1© SAP 2007 / Page 1
SAP Support Commitment to Customers Increased Customer Value at Lower Operational Cost
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Lesson 3: SAP Solution Manager
Lesson 4: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Standards for Solution Operations
Introduction: Unit Overview
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SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
Located in the business unit, the business process champion is the expert on the process requirements, implementation and continuous improvement
Due to profound knowledge on the business processes, the business process champion is often the only resource that can resolve exceptions in business execution
Consequently, exception handling and data integrity are the standards for this role
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SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
Outtasking
End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities
End users and key users are the first line of troubleshooting and feedback to the entire IT operation
Consequently, incident management is the primary standard for this role
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SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Outtasking
The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape
All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape
As such, change request management takes up the greater part of activities for the program management office
Moreover, this role also covers the standards for upgrade and eSOA readiness
© SAP AG E2E040 1-17
© SAP 2008
SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Outtasking
The Application Management organization is the key interface between business and IT departments
End-users, key-users and the program management office use the services of IT for a wide variety of tasks
Consequently, root cause analysis, change control management, minimum documentation, and remote supportability are the standards for this role
© SAP AG E2E040 1-18
© SAP 2008
SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development
Outtasking
Outsourcing
Custom development primarily adapts SAP standard applications and interfaces to specific business needs. This includes a variety of development tasks covering application customization, interface development and custom code development to address the business requirements
In this way, custom development is involved in many of the SAP solution operations standards, such as change request management, change control management, upgrades, eSOA readiness, or root cause analysis
However, custom development does not own any of the standards
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG E2E040 1-19
© SAP 2008
SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development Business Process Operations
Outtasking
Outsourcing
The focus of business process operations is geared towards business critical processes. Seamless business operations require a reliable data flow between the units
Therefore, business process and interface monitoring, data volume management, job scheduling management and transactional consistency are the relevant standards for this role
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG E2E040 1-20
© SAP 2008
SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development Business Process Operations
SAP TechnicalOperations
Outtasking
Outsourcing
The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape
The key role for SAP technical operations is the system administrator
Specifically, the main focus points are system administration and system monitoring
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG E2E040 1-21
© SAP 2008
SAP Standards for Solution Operations define Operations Processes
Business
Strategy and Corporate Policies
IT
Global Business Process Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development Business Process Operations
SAP TechnicalOperations
IT InfrastructureOuttasking
Outsourcing
Efficient collaboration between these teams is required to optimize the operation of SAP-centric solutions. This becomes even more important if customers engage service providers to execute some of the tasks or even complete processes. Customers have to closely integrate the providers of outtasking and outsourcing services into the operation of their solutions.
Key prerequisite for efficient collaboration of the involved groups is the clear definition of processes, responsibilities, service level agreements (SLAs), and key performance indicators (KPIs) to measure the fulfillment of the service levels.
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG E2E040 1-22
© SAP 2008
The SAP Standards for Solution Operations are based on an Organizational Model
Root Cause Analysis
Change Control Management
Minimum Documentation
Remote Supportability
Exception Handling
Data Integrity
SAP Standards for Solution Operations define Operations Processes
Change Request Management
Upgrade
eSOAReadiness
Testing
Incident Management
System Administration
System Monitoring
Business
IT
Global Business Process
Champion
Regional Business ProcessChampion
End User,
Key User
ProgramManagementOffice (PMO)
Application Management
Custom Development Business Process Operations
SAP TechnicalOperations
IT Infrastructure
Business Process and Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional Consistency
The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.
Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services which support the adoption of the standard.
Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.
This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards.
However, this assignment of owners may differ from customer to customer.
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Available InformationWhite PapersDetailed technical descriptionTraining CoursesCertifications
SAP Standards for Solution Operations cover all support processes
Example: Process Standards “Change Request Management” & “Change Control Management”
Champs PMO Appl Mgmt Tech Op
Monitor Change
Request BusinessChange *
Implement Change
TestChange
DeployChange
Sign-offChange
*Business Changes = Request Adaptation or Request Project
The following scenario outlines a typical setup and involved roles for the change request management process: An Business Process Champion request an business change like a process adoption or a new or upgrade project. After the program management office approves the change request, the application management organization performs related activities to implement and test the change, the Technical Operation group deploy the change and finally the Business Process Champion Sign-off to close the change request.
The program management office is responsible for managing all types of application change requests initiated by the business process champion. These change requests originate from business process changes, implementation- and upgrade projects, periodic maintenance and urgent corrections. These different change requests can affect one system and/or several systems within a SAP solution landscape. Therefore dependencies between multiple systems have to be considered.
The change request management standard provides transparency of the software and customizing changes, the project history, and the involved roles and departments. Both the business units and the IT organization are involved in change request management. It is the main communication channel between the program management office and the application management organization. Technically, these changes are transported through the whole solution landscape and allow for auditability. Therefore, change request management is closely related to the change control management standard.
All information for process standards are covered by white papers, technical description, trainings and certifications, provided by SAP.
The second involved issues is training and certification.
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SAP Standards for Solution Operations
System Administration, System MonitoringTechnical Operations
Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency
Business Process Operations
Root Cause Analysis, Change Control Management, Minimum Documentation, Remote Supportability
Application Management
Change Request Management, Upgrade, eSOA Readiness, Testing
Program Management Office
Exception Handling, Data IntegrityBusiness Process Champion
Incident ManagementEnd User, Key User
Key Standards and PracticesOwner
Get through all roles and standards per role (again)
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Introduction: Unit Overview
Lesson 3: SAP Solution Manager
Lesson 4: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Standards for Solution Operations
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SAP Solution Manager as collaboration platform
SAP CustomerSAP
Application Management
SAP Consulting Support organization (CCC)
SAP Service Marketplace
SAP Partner
SAP Experts
Knowledge
The Solution Manager is the central collaboration platform for Customer – SAP communication including all partners and parties. all different parties within SAP are up-to-date and aligned in using Solution manager as a collaboration hub.
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Delivery ofSAP Services
Onsite/remote deliveryIssue Management
Change RequestManagement
Follows ITIL standardsMaintenance processes
TODAY: SAP Solution Manager provides scenarios for all phases of the application management life cycle
Service DeskBest Practices for messaging Integration of 3rd-party help desks
Solution MonitoringSystem monitoringBusiness process monitoringCentral system administrationSolution reporting Service Level reportingSAP EarlyWatch Alert
Upgrade of SAP solutions
SAP methods & toolsE-learning mgmt.Test management
Implementation of SAPsolutions
SAP methods & toolsGlobal rolloutCustomizing sync.E-learning mgmt.Test management CORE
BUSINESSPROCESSES
Required for the delivery of SAP Standard Support Services=
Root Cause Analysis
Safe remote access Performance measurement Logs and Dumps Traces Technical configuration
Minimal requirements for a setup SolMan at the customer are:
Support/usage od Solution Manager for the Delivery of SAP Services (Onsite/remote delivery, Issue Management)
Root Cause Analysis using Diagnostis
SAP EarlyWatch Alert (when feasible and supported in the solution) to monitor and collect system data pro-activly
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Phased ApproachSAP Solution Manager 7.0 (formerly Version 4.0) with current UI framework can be used for new Work Centers. Access via separate transactionIn new SAP Solution Manager Release all Work Centers are fully integrated based on new UI framework
Solution Manager Work center Roadmap
2008 2009 2010 2011
New SAP Solution Manager only with new UI
2007
28.1.08 – RampUp until March 08
Q1/2008 – Global Availability
Delivery of new Work Centers
SAP Solution Manager 7.0 with current UI
SPS15
2006
Roadmap for Work Centers
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Business Process
Champions
Program Management
Office
Application Management
Technical Operations
© SAP 2007 / Page 1
SAP Solution Manager offers role-based work centers
SAP Solution Manager
Monitor Change
Request BusinessChange
Implement Change
TestChange
DeployChange
Sign-offChange
Work Centers …• … are based on SAP Standards for Solution
Operations• … are role-based• … are easy to use and learn• … are available for SAP Solution Manager
4.0
Available Work Centers with SPS 15• Solution Landscape/Operation Setup• Change Management• Incident Management• Service Delivery• Business Process & Interface Monitoring• Job Schedule Management• System Monitoring• System Administration• Diagnostics: Root Cause Analysis• Implementation & Upgrade• System Landscape Management
SAP Solution Manager Work Centers ensure smoother access to users operations functions
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Lesson 3: SAP Solution Manager
Lesson 4: Summary
Introduction
Lesson 1: Overview
Lesson 2: SAP Standards for Solution Operations
Introduction: Unit Overview
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Full control of customers operations processes aligned to the SAP E2E Solutions Operations Roadmap
Enabling the of all capabilities (analysis, change control and monitoring) for a Best-in-class customers solution operations
Solutions Operations speed up problems resolution and the efficiency of the customer support organization
Best-in-class solution operations means implementation of SAP standards with minimum investment
SAP helps customers to efficiently manage their SAP-centric solutions with SAP’s Standards for Solution Operations.
Summary
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E2E050 e-Learning "E2E050 Solution Scope and Documentation”
SAP Service Market placehttp://service.sap.com/e2ehttp://service.sap.com/diagnosticshttp://service.sap.com/changecontrolhttp://service.sap.com/testinghttp://service.sap.com/runsaphttp://service.sap.com/supportstandards
Further QuestionsE2Esolutionoperations@sap.com
More on E2E…
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Introduction: Unit Summary
You should now be able to:Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions
Explain how SAP Solution Manager supports managing end-to-end solution operations
© SAP AG E2E040 1-34
© SAP AG E2E040 2-1
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Managing End-to-End Solution Operations: Course Content
Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP- Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
© SAP AG E2E040 2-2
© SAP 2008
Strategy
Contents:Risk areas in customer projects
SAP’s support offerings
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© SAP AG E2E040 2-3
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Strategy: Unit Objectives
After completing this unit, you will be able to:Explain the challenges during customer engagements
Understand the major risks in customer projects
Describe the SAP Methodology to support customers proactively inall phases of the live cycle SAP of SAP software
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© SAP AG E2E040 2-4
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Strategy: Unit Overview
Strategy
Lesson 1: Typical risks
Lesson 2: How SAP can help
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© SAP AG E2E040 2-5
© SAP 2008
SAP engagement comes too late to prevent problems!
????
Normal escalation process
SAP projects start with a vision and a plan for implementing the project
During the projects more and more risks, questions and concerns come up
If these topics and issues remain unchanged the project may run into troubles or escalations
© SAP AG E2E040 2-6
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SAP engagement should be able to pre-empt risks earlier!
Escalations in SAP implementation projects
The normal escalation phases are short before and short after the going live date.
This is usually too late to bring in the SAP experience to mitigate.
© SAP AG E2E040 2-7
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SolutionFeasibility
Program /ProjectManagement
Readiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagement
Readiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
Risk areas in implementation projects
During a risk assessment has been taken 90 SAP customer projects in to account 8 risk areas has been defined from the SAP global risk management group.
© SAP AG E2E040 2-8
© SAP AG 2008 / 1
9%
7%
19%
37%
7%
7%
8%6%
Solution Feasibility
Project Management
Architecture and IT Strategy
Functional / Integrational Readiness
Change Management
Technical Readiness
Operations Readiness
Support Readiness
533 Risks in SAP implementation projects identified (in %)
The risk assessment has been taken 90 SAP customer projects in to account
This slides shows the risk percentage in the areas. Interesting is that the most issues are belonging to the concept phase of the project. The conclusion is that specialist must be involved in this phase to mitigate risks.
© SAP AG E2E040 2-9
© SAP 2008
How can I maintain stability of mission-critical IT solutions while continuing to respond to business needs?
How can I standardize and improve the operational excellence within my IT organization?
IT solutions are increasingly complex.IT solutions must adjusted more quickly to business needs.The operation of IT solutions is mission-critical for the business.The business requires flexible IT operations at reasonable costs.
Run SAP Methodology mitigates risks for operational IT challenges
User
RFID Devices Rendering OfficePortal
SAP Portal Duet .netWorld
APOBWSRMSEM
APO
SRM
SEMR/3 ERP
Analytics
ESAExternal A
pplications
The main questions customer are asking SAP
© SAP AG E2E040 2-10
© SAP AG 2008 / 1
Why Operational Changes Often Fail (I)
lack of success
Poorly defined budget
No controlled milestones
Lack of resource continuity
Low quality of estimates
Lack of management
attentionLack of
coordination with other activities
Stakeholder differences
Unclear or nonspecific objectives
Listed risks for operational changes. Based on the experience with many customers SAP has understood that operational changes are not likely to be implemented during a implementation/upgrade project.
Operational capabilities are listed in the SAP Operational Standards (SAP specific) or in ITIL (in general)
© SAP AG E2E040 2-11
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Why Operational Changes Often Fail (II)
lack of success
Operational guidelines not
part of development
No planned skill development
No operational requirements
collected
No organizational development
Missing long term planning
No prepared processes
Lack of ownership
Daily operations in parallel
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© SAP AG E2E040 2-12
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There is a need for a proven methodology for operational changes
Risk for operational projects - Categorized
Clear Targets Good Planning Controlling Organizational Readiness
Balanced Skillset
Poorly defined budget
No controlled milestones
Lack of resource continuity
Low quality of estimates
Lack of management
attention
Lack of coordination with
other activities
Stakeholder differences
Unclear or nonspecific objectives
Operational guidelines not
part of development
No planned skill development
No operational requirements
collectedNo organizational
development
Missing long term planning
No prepared processes
Lack of ownership
Daily operations in parallel
Therefore operational changes needs to be planned and implemented either seperatly or in parallel to a implementation/upgrade project.
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Successful Operational Changes
Run SAP is the recommended methodology for Operations projects.
Clear Targets Good Planning Controlling Organizational Readiness
Balanced Skillset
ProcessProject managementMethodology
Manage every significant operational change as a project.Align every operational project to a clear process.
Use a proven methodology in this process.
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Advantages of Using Project Management to Implement Operational Changes
Management attentionStakeholders from business and ITProject manager Periodic reporting proceduresClearly defined escalation path
Need for organizational changeIdentification of technical prerequisitesChange control management
Clearly defined budgetProject plan and work breakdown structureStructured timelineMilestones
Requirements managementScope managementAgreement of project volume
Plan and Schedule Responsibility
Targets EnvironmentProject management
Project management methodology ensures changes are measurable and approved by all relevant stakeholders
Project management methodology ensures changes are measurable and approved by all relevant stakeholders
A project structure for operational changes does make it more likely that the changes do meet given requirements
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Strategy: Unit Overview
Strategy
Lesson 1: Problems during an Engagement
Lesson 2: How SAP can help – The Run SAP approach
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DescriptionAcceleratedSAP methodology is proven, repeatable and successful approach to implement SAP solutions across industries and customer environments. AcceleratedSAP provides content, tools and expertise from thousands of successful implementations.
More infohttp://service.sap.com/asap
Accelerated SAP (ASAP) Methodology mitigates risks in implementation projects
Leverage SAP implementation experience
Why use a methodological approach to Implementation? Investing in a new business solution can bring major benefits to an organisation. The success or failure of a new Solution depends on how well it is implemented. A recent survey of software implementations showed that over 30% of projects perceived to have failed
did so because of a lack of effective project planning. On the other hand less than 10% of projects perceived to have failed did so because of technology
driven causes. AcceleratedSAP is the SAP Methodology for the Implementation (Initial, Upgrade, Extension) of SAP
Solutions and supports cost effective and speedy Implementation of the SAP Solutions It has the following constituent parts: • AcceleratedSAP (Methodology) Content
the structured methodology content (processes, procedures, accelerators checklists, links to Standard SAP Documentation, etc. necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions.
• AcceleratedSAP (Methodology) Toolset the tools necessary for the Implementation (Initial, Upgrade, Extension, Template, etc. ) of SAP Solutions.
• AcceleratedSAP (Methodology) Roadmaps the guidance and navigation necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions.
• AcceleratedSAP (Methodology) Expertise SAP knows SAP best and based on its vast experience provides this knowledge in concentrated form to its customers & partners through AcceleratedSAP.
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Comparing ASAP with Run SAP 1/2
Run SAP has a similar approach to ASAP
RunSAP
ASAP and RunSAP shows a very similar structure
The ASAP Goal: Run implementation projects successfully
The RunSAP Goal: Establish E2E Solution Operations to run SAP mission critical solutions successfully
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Comparing ASAP with Run SAP 2/2
Accelerated SAP (ASAP) provides a proven methodology to streamline implementation and upgrade projects.
Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations with focus on application management, business process operations and NetWeaver administration.
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Run SAP facilitates the implementation of E2E Solution Operations
Run SAP is „ASAP for Operations“It provides Best Practices, Content, Services, Training and tools for E2E Solution Operations
Implement E2E Solution Operations with Run SAP
SAP Standards for Solution Operations
Define central E2E operations tasks
RoadmapAccelerate the
implementation of E2E operations
Trainings &Certification
Provide up-to-date skills for the ecosystem
ServicesEngage SAP to implement E2E operations
SAP Solution ManagerProvides all tools for E2E operations
Run SAP
By leveraging the RunSAP methodology with it’s standards and best practices you will benefit from the experience of the SAP.
This helps to avoid errors, mitigate risks, increase the availability and performance of the SAP solution, to smoothen and accelerate the process flow, enables automation and hence a reduction of cost of operations.
By implementing E2E Solution Operations with RunSAP and SAP Standards SAP guarantees Business Process Availability, Business Process Performance, Data consistency and transparency, as well as maintainability and upgradeability.
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Run SAP Methodology to accelerate the implementation of E2E capabilities
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
Run SAPPhases
Assessment and Scoping
Run SAP Implementation
The RunSAP Methodology is addressing the operational risks
It starts always with assesment and scoping that triggers particular implentation work streams (e.g. change mangement implementation)
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Holistic risk mitigation makes your projects a success
Holistic risk mitigation and close collaboration during all project phaseReducing and mitigation risks with the proven methodology for implementation/upgrade projects and the operational perspective
Implementing the SAP Methodology during the implementation/upgrade projects and for the operational change does give you a higher chanche for: thunder and lightning in the project phases, but you should see the sun when you are going live.
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Introduction: Unit Summary
You should now be able to:Explain the challenges during customer engagements and describe the SAP Methodology to support customers proactively inall phases of the live cycle SAP of SAP software
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Appendix – Clustered Top 10 Risks
APPE
ND
IX
For your reference:
Clustered Top 10 Risks out of 533 risk in total
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1. Customized code instead of standard shipped content.2. Missing functionality due to local customization.3. Missing/poor documentation of business process.4. Rebuild or copy of systems.5. Requirement and solutions built do not match.6. Consultancy services are not SAP product savvy.7. Development unaligned with true requirements.8. Ongoing development in project.9. High volume of interfaces & its complexity.10. Blueprint doesn‘t cover all business requirements.
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
1. Risk Assessment - Solution Feasibility
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1. Business concepts not fully mapped.2. Poor project planning.3. Critical path not visible.4. Unclear responsibilities and ownership.5. Moving targets within project lifecycle.6. Request and solution mismatch.7. No control procedure/process.8. Project phases not aligned with deliverables (unstructured).9. Project team has limited experience with large project scope/scale.10. Inefficient reporting hierarchy (stakeholders not kept in the loop).
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
2. Risk Assessment - Program / Project Mmgt. Readiness
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1. Multiple system landscapes supported by many complex interfaces.2. Large SAP system landscape.3. Cross functional process impact unknown.4. Missing documentation of legacy system.5. Undefined software change management strategy.6. Hardware not sized accordingly.7. Integration with non SAP products unclear.8. Missing transport migration concept.9. No cutover strategy for existing systems.10. Missing release strategy.
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
3. Risk Assessment - Architecture and IT Strategy
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1. No integration test planning.2. Poor/missing test data.3. Business blueprint and solution are not aligned.4. Business requirements are not taken into consideration.5. Functional tests have not been executed.6. Inconsistent testing approach.7. Data volume stress testing concept not incorporated.8. Job management scheduling control unknown.9. Batch job support was not integrated.10. Insufficient training for key users.
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
4. Risk Assessment - Functional / Integration Readiness
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1. Little/No engagement of stakeholders.2. Ineffective training for key users.3. Ineffective training for end users.4. Process adoption from AS-IS state; no optimization/improvement.5. Organizational changes are not synergized/aligned within the project.6. Change Management process not established.7. Scarce business involvement.8. Large number of end users had to be trained (>9000).9. Little project experience to train a large group.10. New processes are not adopted within the organization.
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
5. Risk Assessment - Change Management Readiness
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1. Performance optimization not utilized.2. Data conversion runtime.3. High additional maintenance after data conversion.4. No authorization concept.5. Transport path to production not setup correctly.6. Possible inconsistencies between Q and P systems.7. Unforeseen data growth volume.8. Cut-Over Plan not exhaustive.9. Job preparation not well executed.10. Job scope was underestimated and poorly tested.
6. Risk Assessment - Technical Readiness
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
© SAP AG E2E040 2-30
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7. Risk Assessment - Operation Readiness
1. No Fall-back strategy.2. Modification/ customer own program development led to performance problems.3. Volume test confirmed without the full data amount.4. No backup concept.5. No concept for archiving.6. Hardware-sizing was not adopted to change requests.7. No planning for performance tests.8. Critical batch jobs were not assigned.9. Monitoring process for critical processes was not established.10. SAP–GUI rollout was not in time.
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
© SAP AG E2E040 2-31
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1. No CCC established for support.2. Missing Support structure (> 1000 end-users).3. Hotlines are always busy.4. Message support not responded within SLA.5. No clear ownership of support issue.6. Not enough support for system administration tasks.7. CCC employees not well trained.8. Ambiguous error description.9. CCC cannot provide a global Support structure (7*24).10. SAP Notes not applied.
8. Risk Assessment - Support Readiness
SolutionFeasibility
Program /ProjectManagementReadiness
Architecture andIT Strategy
Functional /IntegrationReadiness
ChangeManagementReadiness
TechnicalReadiness
OperationsReadiness
SupportReadiness
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Managing End-to-End Solution Operations: Course Content
Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP- Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
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Standards Overview
Contents:Details of the SAP Standards for Solution Operations
Assignment of standard owners as proposed by the organizational model for solution operations
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Standards Overview: Unit Objectives
After completing this unit, you will be able to:Explain the SAP Standards for Solution Operations
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SAP Standards for Solution Operations
System Administration, System MonitoringTechnical Operations
Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency
Business Process Operations
Root Cause Analysis, Change Control Management, Minimum Documentation, Remote Supportability
Application Management
Change Request Management, Upgrade, eSOA Readiness , Testing
Program Management Office
Exception Handling, Data IntegrityBusiness Process Champion
Incident ManagementEnd User, Key User
Key Standards and PracticesOwner
The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.
Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services which support the adoption of the standard.
Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.
This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards.
However, this assignment of owners may differ from customer to customer.
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Examples of SAP Tools used for Solution Operations Standards 1/2
SAP Solution Manager Business Process Monitoring
SAP Solution Manager Diagnostics (RCA), CA Wily
SAP Change Request Management
SAP Solution Manager Diagnostics (RCA)
SAP Service Desk
Functions/Tools
Business Process and Interface Monitoring
Root Cause Analysis,
Change Request Management
Exception Handling
Incident Management
Key Standards and Practices
Each standard can use specific Solution manager tools/transactions to perform typical tasks.
© SAP AG E2E040 3-6
© SAP 2008
Examples of SAP Tools used for Solution Operations Standards 2/2
Central Monitoring (CCMS)System Monitoring
ABAP-sysadmin-tools, NonABAP-sysAdmin-tools
SM36/SAP Central Job Scheduling
SAP Solution Manager Test Workbench
SAP Solution Manager Transaction “SMSY” and System Landscape Directory (SLD)
SAP Solution Manager Diagnostics (RCA), OTO/CTS+
SAP Tools
System Administration
Job Scheduling Management
Testing
Minimum Documentation
Change Control Management
Key Standards and Practices
Each standard can use specific Solution manager tools/transactions to perform the typical tasks.
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Standards Overview: Unit Overview
Lesson 5: SAP Standards for Business Process Operations
Lesson 6: SAP Standards for Technical Operations
SAP Standards for Solution Operations
Lesson 1: SAP Standards for End User, Key User
Lesson 2: SAP Standards for Business Process Champion
Lesson 3: SAP Standards for Program Management Office
Lesson 4: SAP Standards for Application Management
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Incident Management
The incident management standard:Defines processes and tools to manage the collaboration between the involved parties to resolve incidents efficiently
Helps customers to accelerate incident resolution
The service desk in SAP Solution Manager is SAP’s tool to manage incidents
Risks :Negative impact on functionality or availability of critical processes during issue resolution
Less availability of the IT solution
Incidents in operations of mission critical applications can cause severe business loss if they are not properly managed, their root cause identified and the corrective action taken.
When a disruption occurs that prevents an end user from performing his/her tasks in the IT solution, the end user has to describe, categorize and prioritize the incident.
Key users provide first-level support.
End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities
End users and key users are the first line of troubleshooting and feedback to the entire IT operation
Consequently, incident management is the primary standard for this role.
© SAP AG E2E040 3-9
Incident Management - Messages
© SAP AG E2E040 3-10
© SAP 2008
Workcenter Incident Management
© SAP 2007 / Page 1
Central TasksCreate and process incidentsSearch SAP NotesSolution DatabaseReporting
Workcenter CapabilitiesView and filter incidentsNotes search launchSolution Database maintenanceSLA reportingLink to change request management
Related StandardsIncident Management
© SAP AG E2E040 3-11
© SAP 2008
Demo
DEM
O
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Enter transaction “work_center” and show work center “Incident Management“
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Standards Overview: Unit Overview
Lesson 5: SAP Standards for Business Process Operations
Lesson 6: SAP Standards for Technical Operations
SAP Standards for Solution Operations
Lesson 1: SAP Standards for End User, Key User
Lesson 2: SAP Standards for Business Process Champion
Lesson 3: SAP Standards for Program Management Office
Lesson 4: SAP Standards for Application Management
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Exception Handling
Exception Handling StandardDuring operations, exceptions may arise within business applications.The exception handling standard explains how to define a model and procedures for an efficient handling of exceptions and error situations.
Risks:Uncaught or “hidden” exceptions may impact the acceptance of an IT solution
Less availability of the critical applications (loss of time and money )
Poor performance
Increases costs of operations
The business process champion and the responsible business process operations team have to define a model and procedures for handling exceptions and error situations during daily business operations.
These procedures describe what proactive monitoring activities have to be executed to detect business-critical exception situations and what corrective actions are required in the given context.
The procedures also describe who is responsible for certain activities in the business process operations team or the business department.
The execution of these procedures can be supported by monitoring and alerting tools.
As the business units and the IT organization implement the business processes together, the business process champion is another key role in the organization of the customer.
Located in the business unit, the champion is the expert on the process requirements, implementation and continuous improvement.
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Data Integrity
The goal of the data integrity standard Avoid data inconsistencies in end-to-end solutions.
Create 100% transparency with regard to potential root causes for data inconsistencies.
Covers several areas from application design principles to monitoring and CIO level reporting.
Risks:Inconsistent data
Incorrect decisions base for the top management
With his/her profound knowledge on the business processes, a business process champion is often the only resource that can resolve exceptions in business execution and potential resulting data inconsistencies.
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Standards Overview: Unit Overview
Lesson 5: SAP Standards for Business Process Operations
Lesson 6: SAP Standards for Technical Operations
SAP Standards for Solution Operations
Lesson 1: SAP Standards for End User, Key User
Lesson 2: SAP Standards for Business Process Champion
Lesson 3: SAP Standards for Program Management Office
Lesson 4: SAP Standards for Application Management
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Change Request Management
The change request management standard provides transparency of Software and customizing changes,
the project history,
and the involved roles and departments.
Change request management is closely related to the change control management standard owned by the application management organization.The program management office is responsible for managing and implementing all types of application change requests with minimal risks using proved and standardized methods and procedures.
DEV QAS PRD
Risks :No transparency about sequence of the changes for a project
Changes to production are not documented
Without workflow/approval: Untested coding might be transported to production
Poor performance/Unplanned outages due to application issues
The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape.
All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office.
This office is responsible for managing everything from day-to-day changes and adaptations to all release planning and major infrastructure technology shifts.
Moreover, these activities must be aligned with all stakeholders.
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Testing
The Integration Testing standard defines how to perform end to end integration testing of SAP Solutions via SAP and integrated 3rd party test toolsSAP will focus on
risk-based test scope identification for New SAP Solution as well as for SAP Solution Updates
Change Impact Analysis for eg. SP‘s, EhP‘s and Test Planning
3rd Party Test Suites like HP will provide tools for automated testing
interfaces between SAP Test Planning and 3rd Party Test Automation (HP, Compuware,..)
Risks :Inefficient test procedures
Transport and functional issue due to SAP Version-Inconsistencies
Business requirements not meet due to untested features/functions
Test Process
From change events and change impact analysis via test planning and test execution to deployment of changes in production system
Test Capabilities
SAP Solution Manager acts as central point of access to SAP and 3rd Party test capabilities as well as additional capabilities like E2E Integration Validation and defect management
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Upgrade
The upgrade standard guides customers and technology partners through the upgrade project to manage major challenges with:
project management
efficient testing
minimization of downtime
adaptation of applications and modifications
knowledge transfer to end-users.
Risks :Golive might endangered by insufficient projectplanning
Unplanned downtime due to upgrade issues
Changes to production are not tested properly
Low end-user acceptance
SAP provides guidelines on how to perform upgrades for single application components.
However, each upgrade must be an integral part of the overall corporate IT strategy, covering the end-to-end landscape of an SAP-centric solution, including hardware, operating systems and database releases as well as file system and storage subsystem versions.
During each phase of the upgrade, careful attention needs to be paid to business continuity, management of changes, system landscape adjustment, and system downtime.
The standard upgrade project consists of five phases.
• project preparation phase
• upgrade blueprint phase
• upgrade realization phase
• preparation for cutover phase
• production cutover & support phase.
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eSOA Readiness
Technical readinessof applications by business processes, ‘customizing landscapes’ and number and severity of modifications to be able to drive necessary harmonization and consolidation. Centralized governanceTo take full advantages of eSOA: flexibility, innovation, and TCO reduction via Centralized governance for the re-usability of Web services.Organizational readinessCustomers have to be able to develop and support a service-oriented architecture.
Risks :No TCO reduction with new technologies
Slow/No adoption of business processes
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Standards Overview: Unit Overview
Lesson 5: SAP Standards for Business Process Operations
Lesson 6: SAP Standards for Technical Operations
SAP Standards for Solution Operations
Lesson 1: SAP Standards for End User, Key User
Lesson 2: SAP Standards for Business Process Champion
Lesson 3: SAP Standards for Program Management Office
Lesson 4: SAP Standards for Application Management
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Root Cause Analysis
The root cause analysis standard defines how to perform root cause analysis end-to-end across separate components and technologies.SAP recommends to use Solution Manager diagnostics capabilities for root cause analysis Same standardized tools for:
Customer
Partner
Independent software vendor (ISV)
SAP
Risks :Inefficient issue resolution
Unplanned down time due to “uncatched” exceptions and issues
SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.
SAP Solution Manager 7.0 features four-cross component diagnostics capabilities:
• E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“)
• E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape
• E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape
• E2E Trace Analysis: Records the activity of a single user or a single process in detail
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Change Control Management - Objectives
The standard covers two major areas of change control:change deployment
change diagnostics
Change deployment:Holistic view of an application change in a solution to ensure that all components are tested and released together, even if they are based on different technologies.
Change diagnostics:identifying
controlling
maintaining
verifying the versions of configurations and the values of parameters of the solution landscape components.
This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.
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Change Control Management - risks
Risks:No documentation of deployed changes
Inefficient issue resolution due to unclear impact of changes
Business requirements not meet due to untested features/functions
Unplanned down time due to “uncatched” exceptions and issues
This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.
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Minimum Documentation
The Minimum Documentation standard defines the required documentation and reporting regarding the customer solution. Objects to be documented:
processes for solution operations
solution landscape
jobs
reports and programs
interfaces
SLAs
KPIs
Risks:No documentation of landscape and software components
Inefficient issue resolution due to unclear landscape setup
Inefficient implementation planning due to lack of landscape knowledge
As solution landscapes are maintained and adapted to meet the business demands, planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. This is the focus of the minimum documentation standard.
The key to successful landscape planning and operation is an accurate and complete description of the solution landscape itself with all business processes.
All reporting is based on this fundamental information, e.g. issue reporting.
This information is valuable to the various departments at the customer. Moreover, experts from SAP can utilize this information base.
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Remote Supportability
To enable SAP experts to help customers in critical situations, remote access to the customer IT solution landscape has to be provided.Advantages for customers:
reduce costs
faster analysis and resolution of issues
accelerates the delivery of support services
increased availability of their solution
Risks:Unplanned down time due to inefficient analysis and resolution of issues
Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions.
The customer support infrastructure must give external experts remote access to the required tools and information at the customer.
To provide efficient support, the system landscape must have a central access point that can be used to acquire specific information on the solution and quickly access the required tools.
Which application or technology is used to provide a service is irrelevant; what matters is that the service is standardized. Only in this way can services be offered efficiently.
To secure the smooth operation of business processes across different systems and quickly discover the cause of interruptions, an efficient support infrastructure must cover not only single applications but the complete customer solution.
Safe access must be guaranteed to ensure that incorrect changes are not made to the system and to reduce the risk of a problem. This can be achieved by following the authorization concepts of the individual applications.
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Standards Overview: Unit Overview
Lesson 5: SAP Standards for Business Process Operations
Lesson 6: SAP Standards for Technical Operations
SAP Standards for Solution Operations
Lesson 1: SAP Standards for End User, Key User
Lesson 2: SAP Standards for Business Process Champion
Lesson 3: SAP Standards for Program Management Office
Lesson 4: SAP Standards for Application Management
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Business Process and Interface Monitoring
The business process and interface monitoring standard supports the monitoring of the mission critical business processes
customers to identify problems preventively
Business process monitoring includes:monitoring activities
alert and problem detection
notification of experts
error handling procedures
end-to-end root cause analysis
Interface monitoring includes:monitoring activities of interfaces
legacy environments
Risks:Inefficient analysis and resolution of issues
Unclear responsibilities for processes
Unplanned downtime for business processesand solutions
The business process and interface monitoring standard supports the monitoring of the mission critical business processes, enabling customers to identify problems before they become critical or disruptive for the business.
Today’s system landscapes are often decentralized and consist of various interfaces to different systems, legacy environments, where customers and vendors use different technologies.
All those interfaces need to be monitored in terms of processing errors, backlog situations and performance.
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Data Volume Management
The data volume management standard defines how to manage data growth by avoiding data creation, deleting data, summarizing and archiving data.Business process operations owns the data volume management standard. If the process identifies data to be reorganized or archived, these tasks are performed by SAP technical operations or IT infrastructure.
Risks:Increasing hardware costs (without need)
Negative performance impact
Due to the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible, data volumes are growing and growing.
Simply adding additional disks to storage area networks (SANs) and storage subsystems over time generally worsens the situation.
Data volume scoping is the starting point of Data Volume Management. A detailed look at a customer’s systems identifies the major pain points and gives an outlook on the most beneficial measures to take when implementing a data volume management strategy.
Data volume reporting lists the archiving activities already performed and identifies additional reduction potential.
Reaching a “steady state” – that is the balance between additional new data and archived data – is definitely an SAP standard that is required to run SAP within given service level agreements over a longer period of time.
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Job Scheduling Management
The job scheduling management standard explains the following activities:planning
creating
documenting
testing
scheduling
running
monitoring
Risks: Inefficient analysis and resolution of issues
Unplanned downtime due to a critical business process fails
Poor dialog performance due to bad job planning
The job scheduling management standard explains how to manage the planning, scheduling, and monitoring of jobs.
The standard also recommends setting up a dedicated team for job scheduling management as part of the business process operations or support organization. This team is responsible for the central management of the job schedule concept.
Job scheduling management is owned by business process operations, which executes the required tasks mainly in cooperation with the business process champion and SAP technical operations.
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Transactional Consistency
Transactional Consistency safeguards data synchronization acrossapplications in distributed system landscapes.SAP provides:
best practices for check routines
consistency reports
procedures for synchronizing transactional data.
Risks:Unplanned downtime caused by inconsistent data
Wrong decisions based on poor data quality
No end-user acceptance due poor data quality
In the early IT days, transactional consistency and correctness was assured by the fact that there was an application architecture with one system, one disk sub-system, and one database. Commit cycles ensured the completeness of transactions at any time.
In today’s distributed system landscapes, transactional consistency cannot be assured anymore. Different business process “leading” systems require data synchronization across applications; several databases, on disk and in memory, have consistent states within themselves, but not across the units; on the sub-system level, data is stored across several storage systems.
To summarize today’s situation: within distributed system landscapes there is no synchronization point across systems within the business landscape (end-to-end) anymore that ensures data consistency and correctness.
By applying the transactional consistency standard, customers lower the risk for data inconsistencies across the different business applications.
© SAP AG E2E040 3-31
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Standards Overview: Unit Overview
Lesson 5: SAP Standards for Business Process Operations
Lesson 6: SAP Standards for Technical Operations
SAP Standards for Solution Operations
Lesson 1: SAP Standards for End User, Key User
Lesson 2: SAP Standards for Business Process Champion
Lesson 3: SAP Standards for Program Management Office
Lesson 4: SAP Standards for Application Management
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System Administration
The system administration standard describes how all SAP technology must be administered to run a customer solution efficiently. Administration tasks are mainly executed locally, but can be accessed and triggered from a central administration system. This allows a unified access to all SAP technologies.
Risks:Instable systems due to wrongconfiguration
Unplanned downtime due to unclearadministration processes
low end-user acceptance due to system unavailability or poor performance
SAP technology comprises: SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware
The typical tasks of system administration include starting and stopping systems, applying changes to technical configuration, performing imports, and/or applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, running system diagnostics, managing jobs, and performing backups and recovery.
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System Monitoring
The system monitoring standard covers monitoring and reporting of the status of IT solutions.To provide transparency to the business units, IT has to report:
service levels
capacity trends
solution quality on a regular basis.
Risks:Inefficient analysis and resolution of issues due to missing monitoring data
Unplanned downtime caused by “hidden” incidents
Poor operative planning (e.g. capacity planning) due to missing monitoring data and IT reports
While root cause analysis aims at problem resolution, system monitoring detects incidents automatically.
When agents report diagnostics data that exceed thresholds defined in a central alert framework, alerts are sent to the responsible experts in IT so that they can take corrective action.
If the required corrective action is not obvious, end–to-end root cause analysis has to be performed to resolve the incident.
System monitoring has an open bi-directional interface to send and receive alerts to and from third-party monitoring infrastructures. These monitoring infrastructures may be used by organizations to which a part of IT tasks have been outsourced or out-tasked.
Based on all data available in diagnostics, web reports are defined that focus on service levels, capacity trends or solution quality.
Reports are generated automatically and broadcasted to defined recipients in the customer business or IT organization.
In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.
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Introduction: Unit Summary
You should now be able to:Explain the SAP Standards for Solution Operations
Understand the assignment of standard owners as proposed by the Organizational model for solution operations
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Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP- Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
Managing End-to-End Solution Operations: Course Content
© SAP AG E2E040 4-2
© SAP 2008
Root Cause Analysis
Contents:Scope of E2E root cause analysis
Tools to perform root cause analysis end-to-end across separate components and technologies
© SAP AG E2E040 4-3
© SAP 2008
Root Cause Analysis: Unit Objectives
After completing this unit, you will be able to:Explain the scope of E2E root cause analysisDescribe the tools for E2E root cause analysis provided within SAP Solution Manager Diagnostics
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Root Cause Analysis: Unit Overview
Lesson 6: Customer‘s Impact
Root Cause Analysis
Lesson 1: E2E Root Cause Analysis - Scope
Lesson 2: E2E Workload Analysis
Lesson 3: E2E Trace Analysis
Lesson 4: E2E Exception Analysis
Lesson 5: Availability E2E Diagnostics
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Tools for Problem Detection and Resolution
.net C(++)ABAP Java .net
ComponentDiagnostics
Cross-ComponentDiagnostics
IT Reporting
Nail it Down
Isolate Component
Analytics
E2E Change Analysis
E2E Workload Analysis
E2E Exception Analysis
E2E Trace Analysis
SAP SOLUTION MANAGER
Mor
e ag
greg
atio
n,le
ss s
kill
spec
ializ
atio
n
Health CheckMonitor andAlert
PROBLEM RESOLUTION = ROOT CAUSE ANALYSIS
PROBLEM DETECTION = SOLUTION MONITORING
Evaluate
Aggregate
Select
Each system or software component relying on a certain technology stack (most often either ABAP,
Java, .net, or C++) provides proprietary diagnostics to fulfill common diagnostics tasks on that component.
SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.
On top of this root cause analysis (problem resolution), Solution Monitoring and IT Reporting aim to detect problems proactively and report on capacity trends, service level agreements, and solution quality.
SAP Solution Manager 7.0 features four-cross component diagnostics capabilities:
• E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“)
• E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape
• E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape
• E2E Trace Analysis: Records the activity of a single user or a single process in detail
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End-to-End Root Cause Analysis: Overview
Mobile
Office
SAP GUI
Client Server
Portal CRM
SRM
APO
ECC
Storage
E2E Trace Analysis
IO Subsystem
BMC Appsight forSAP Client Diagnostics
E2E Exception Analysis
E2E Workload AnalysisIntroscope
BI XI MDM
E2E Change Analysis
Introscope
WWWBrowser
E2E Trace Analysis - Automated switch on and triggering of tracing and centralized display of trace
information E2E Exception Analysis - Understandable log messages in uniform format and complete context
information for crash situations E2E Change Analysis - Detection of changes to configuration and deployment, compare capability to
identify changes which causes incidents E2E Workload Analysis - Unified approach to store and display performance analysis and resource
consumption data cross-component
While End-to-End Change Analysis, End-to-End Workload Analysis, and End-to-End Exception Analysis cover the server side, End-to-End Trace Analysis spans the full cycle of a user request - from client to server to disk.
SAP has licensed two third-party products to complete the key capabilities in root cause analysis: CA‘s Wily Introscope for server-side root cause analysis, and BMC AppSight for client-side root cause analysis. Both products are highly adaptable and are delivered by SAP fully preconfigured for SAP products (containing instrumentation and dashboards for SAP). CA Wily Introscope is fully integrated in the server-side root cause analysis infrastructure of SAP Solution Manager.
Wily Introscope is included in SAP Solution Manager for SAP standard components. If customers want to support customer applications like SAP does, they can buy an add-on for SAP Solution Manager. This SAP Price List component is known as the Solution Support Enablement Package.
BMC AppSight is also included in the Solution Support Enablement Package. In SAP Solution Manager, the customer can record with the black box and its SAP configuration; however, the customer can only analyze with the BMC AppSight Console when they have licensed the Solution Support Enablement Package.
SAP engineers have full access both to Wily Introscope and BMC AppSight.
© SAP AG E2E040 4-7
© SAP 2008
Third Party Tools Included in Diagnostics
Client DiagnosticsServer Performance DiagnosticsSAP Standard for
to create instrumentation for custom code
to create own dashboards (including definition of customized monitoring
thresholds)
NOT included in a SAP Solution
Manager 7.0 license
Use Appsight Console to analyze client logs recorded by the blackbox
... of Wily Introscope for SAP delivered instrumentation and dashboards
SAP Solution Manager 7.0
includes a license
Appsight is a system built on a unique problem resolution architecture that was
designed from the ground up with patented Black Box technology to optimize
the problem resolution process.http://www.identify.com (part of BMC)
Introscope is a performance management solution that enables you to monitor complex Web applications
in production environments 24x7. http://www.wilytech.com
(part of CA)
Scope
SAP Support can use the full scope of both products to provide service and support to customers.
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End to End Diagnostics: Open Hub Architecture
Workload Exceptions Traces TechnicalConfig Changes
Open Diagnostics Hub Infrastructure
SAP Solution Manager: End-to-End Diagnostics
SAP PortalWeb Services and
xApps
DuetOffice Integration and Self-Services
.netWorldAnalytics
ESAExternal
Applications
JavaWorld
Client
APOBI
SRMSEM
APO
SRM
SEMR/3 ERP
Diagnostics has an open hub infrastructure that allows external applications or new SAP applications to hook in quickly (usually about one week of project to ensure basic support).
Open hubs exist for:
• Workload: A hub for performance and resource metrics
• Exceptions: A hub for critical status of an engine or an application (such as log entries of severity fatal and error, as well as dumps)
• Traces: A hub for the component to obtain part of the end-to-end trace in SAP Solution Manager
• Configuration: A hub providing technical configuration, by default once a day
• Changes: A hub that enables SAP Solution Manager to provide unified reporting on configuration, software, and content
SAP Solution Manager ensures that all diagnostics data is displayed consistently and is understandable over component borders.
SAP will connect all significant supported products to end-to-end diagnostics. A component is not hooked into end-to-end diagnostics until the component diagnostics is complete, stable, and understood.
If SAP does not hold a license and maintenance contract with its customers, products can be supported by SAP on customer request via a premium engagement (SAP MaxAttention). In this case, SAP would assess the component diagnostics of the third party and integrate the component into end-to-end diagnostics if appropriate.
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Root Cause Analysis: Unit Overview
Lesson 6: Customer‘s Impact
Root Cause Analysis
Lesson 1: E2E Root Cause Analysis - Scope
Lesson 2: E2E Workload Analysis
Lesson 3: E2E Trace Analysis
Lesson 4: E2E Exception Analysis
Lesson 5: Availability E2E Diagnostics
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E2E Workload Analysis – Architecture
ABAP
Java
J2EE
.Net
C / C++
e.g., TREX, ITS, Business One, MDM
e.g., Duet, .NET PDK, MobileClient
e.g., Portal, JavaWD, XI, BillerDirect, CRM-ISA
e.g., IPC
e.g., R/3, BW, XI, APOCRM
SAP Business Intelligence
Wily IntroScope(Standalone JVM)
RFC Interface
Statistic performance data for ABAPAggregated performance data for non-ABAP
DiagnosticsAgent
DiagnosticsAgent
DiagnosticsAgent
DiagnosticsAgent
IntroScope Enterprise Manager (SmartStor)
InfoCube
SAP Solution Manager(J2EE / ABAP stack)
Component-specific workload analysis
Cross-component workload analysis
SLA Reporting / EarlyWatch Alert
Data collection once a hour
Data collection once a hour
The architecture consists of two different parts:
ABAP For the ABAP-world the workload data is collected (once an hour) with in the SolMan BI via RFC connection and aggregated in the BI.
Non-ABAP For the Non-ABAP-world the workload data is collected by the diagnostic agents and send in the Wily Enterprise server. There the data is first aggregated and then send (once an hour) to the SolMan BI and structured in the BI info cube.
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Support component and cross-component workload analysis as well as IT Reporting / EarlyWatch Alert
Provide a technical infrastructure to cover the different types of workload analysis:IT Reporting / EarlyWatch Alert (problem detection)Central cross-component analysis (problem detection problem resolution)Central component specific analysis (problem resolution)
Open infrastructure for integration of new componentsProvide an open infrastructure to integrate existing and upcoming software components independently whether it is produced by SAP or not (3rd parties, ISV solutions, partner products, competitor products)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, BI Web Reporting capabilities)
E2E Workload Analysis - Targets
Intentionally blanck
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End-to-End Workload Analysis: Start
Component-specific workload metrics
Select time frame
Select diagram
Workload metrics overview
To start an end-to-end workload analysis, log on to Solution Manager and execute transaction DSWP (solution_manager). Then select Goto and choose Start Solution Manager Diagnostics.
In Solution Manager diagnostics, choose Workload E2E Workload Analysis/.
Choose your solution and select all components.
Click Start to begin with your investigation.
The figure above shows the entry screen with feature description. Here you can get a good overview of the workload in your solution for the chosen time frame.
The values of the diagram can be displayed in different formats:
• Scatter: x-axis shows the accumulated response time; y-axis shows the average response time ( to help identify application scaling problems)
• Portfolio: x-axis shows the average response time; y-axis shows the hour of day; size of the balloon represents the accumulated response time. Critical situations can be identified by high ‚flying‘ big balloons.
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Checks to identify general performance problem on SAP ECC system
Depends on customer requirements(no general rule)
Average CPU time < 40 % of response time -wait time
Average DB time < 40 % of response time -wait time
Wait time < 10% of response time
Average roll wait time < 200 ms
End-to-End Workload Analysis: Example (SAP ECC)
Clicking on the tab “SAP ECC Server” shows the workload data from the ABAC stack. Dialog transactions are ordered by “Avg Response time” from slow (topmost) to fast. For each transaction you can drill down into the details by clicking the little handle (triangle) in front of the transaction name
If a problem is detected, the data in the workload monitor (transaction ST03N) can be used to identify the area of the system where the problem is located.
First check for general performance problems affecting all transactions. Good general performance is normally indicated by:
• Wait time < 10% response time
• Average roll-in time < 20 ms
• Average roll-wait time < 200 ms
• Average load (and generation) time < 10 % of response time (< 50 ms)
• Average database request time < 40 % of (response time - wait time)
• Average CPU time < 40 % of (response time - wait time)
• Average CPU time not much less than processing time
• Average response time depends on customer requirements; there is no general rule
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Checks to identify general performance problems on Enterprise Portal system
End-to-End Workload Analysis: Example (EP-1/3)
Check for high average response times in correlation to high number of executions per second
The above figure shows the workload summary for an Enterprise Portal.
By default you can see three metric types - iViews, Servlets, and Web Dynpro Applications with two key figures - Average Response Time and Executions.
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End-to-End Workload Analysis: Example (EP-2/3)
The time profile shows the most important workload metrics for a chosen time frame in graphical form.
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End-to-End Workload Analysis: Example (EP-3/3)
Check for iViews with high average response time and a high number of executions per second
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Demo
DEM
O
Open new IE Browser window
Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select “Workload”
Select “E2E Workload Analysis”
Select the TT5-System for analysis
Select “start”
Select time frame last week
Explain the overview
Select tab “TT5 - SAP ECC Server”
Select “Top dialog” and show the dialog transactions
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Root Cause Analysis: Unit Overview
Lesson 6: Customer‘s Impact
Root Cause Analysis
Lesson 1: E2E Root Cause Analysis - Scope
Lesson 2: E2E Workload Analysis
Lesson 3: E2E Trace Analysis
Lesson 4: E2E Exception Analysis
Lesson 5: Availability E2E Diagnostics
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Customer
Black BoxLog File
Support
AppSight Black Box
“Capture”
AppSightConsole
“Identify”
Client-Side Trace and Analysis Workflow
Analysis of recorded log file byCustomer support usingAppSight Console or sending recorded log to SAP for further analysis.
Customer reproduces theproblem and traces it usingBlack Box with a recordingprofile provided by SAP.
BMC AppSight has a Black Box and a Console.
• AppSight BlackBox is the agent on the client that records diagnostics data. It uses the generic hooks in the operating system and does not need modifications to the application on the client. Details to be recorded are defined in Recording Profiles. A movie of the activities on the user’s desktop can also be recorded.
• Appsight Console is a tool to analyze the client side log recorded by the Black Box. You can jump from the Appsight Console into Appsight Code which is used for an in-depth analysis of information from the execution of the application (e.g. when was a function called and how long did the function run).
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InstrumentedBrowser
Enterprise Portal
ECC
WANNetwork
PresentationLogic
ApplicationLogic
Database
E2E Trace Analysis – Architecture
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 DiagnosticsIntroScope Transaction Trace
The E2E-Trace works with so called “Correlation ID” and “Trace Flags”.
Correlation ID The Correlation ID makes a trace result unique during request flow thru all involved components.
Trace Flags For all involved components that can handle trace flags they can activate/deactivate trace level automatically when a requests enters/leaves the component
All data from all components can be collected centrally within the diagnostics Trace Analysis Feature.
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Browser
Enterprise Portal
ECC
WANNetwork
PresentationLogic
ApplicationLogic
Database
End-to-End Trace Analysis: Example
Bad Java Script coding: over 20.000 loops over an operation on a date field
Use BMC Appsight for SAP Client Diagnostics to identify the root cause of bad client performance
Time is spent on clientUse End-to-End Trace Analysis to record the activity of a single user – browser to disk
No bottleneck on server side, so issue must be on client, network or performance of single execution on server side
Use End-to-End Trace Analysis to check server side performance
Finding examplesAnalysis Path
An Employee Self-Service (ESS) user experiences a performance problem in the browser.
The Employee Self-Service scenario is distributed over physical hosts with installations of SAP Enterprise Portal and mySAP ERP Human Capital Management as a back-end system. End-to-end workload analysis should find out which technology component the problems are related to.
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Central server-side trace enablingBecause of security reasons, it is necessary to enable E2E tracing on request instead of having it permanently switched on Application at managing system is necessary to switch on E2E tracing for all involved managed systems
Client-side trace triggeringOnly at end users client side the information about correlations between requests and clicks and between clicks and user scenarios are known E2E tracing is triggered by trace flags / levels and correlators (for user scenario, click and request) at client side
Central server-side trace analysisAt the managing system all component-specific trace summaries are collected for both functional and performance analysis with the intention to identify the process steps / components which need to be analyzed in deeper detail. From E2E Trace Analysis at managing system direct link to the local trace analysis tools at managed system has to be possible.
E2E Trace Analysis - Targets
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End-to-End Trace Analysis - Preparation
Steps to create an end-to-end trace:
Systems which are ready for tracing have a green state
Enable the trace for specific systems3
Execute the SAPIEPlugin.exe file on your local computer2
The execution of the SAPIEPlugin.exe file creates the displayed files on your local machine.
The systems which needs to be traced have to be enabled explicitly. The time for automatic disabling the tracing can be set in the ‘Options’ tab.
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End-to-End Trace Analysis – Entry Screen
Upload client side trace result
Upload previous downloaded E2E trace
From top level navigation choose the ‘Trace’ section
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End-to-End Trace Analysis – Options Tab
Steps to create an end-to-end trace:
Download the Internet Explorer PlugIn1
Here you can download the HTTP Plug-In for Internet Explorer
Download of the IE PlugIn is possible in the ‘Options’ section of E2E Trace Analysis tool
SAP Note 1010428 contains general information about the IE Plug-In
SAP Note 1041556 contains restrictions information about the IE Plug-In, and the downloadable Plug-In itself together with a user documentation (PDF File)
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1 7 64
5
3
2
End-to-End Trace Creation
To create an end-to-end trace, follow these steps:
• Double-click on ie-https.cmd to start a new browser window including the plug-in.
• Navigate to the target url for analysis.
• Enter the name of the transaction and transaction step that you want to record.
• Choose a session trace level.
• Enter the Solution Manager Diagnostics host and HTTP port.
• Start recording the transaction.
• Execute the task that you want to trace.
• Stop the transaction. The recorded transaction will be transferred to the E2E Trace Analysis tool.
• Enter a new transaction step name and choose New Step to continue tracing, or choose Exit to finish trace activities. If you choose Exit the recorded transaction.xml file will be uploaded automatically to your host.
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End-to-End Trace Analysis – Collect Data
Confirm the data collection from server side
To analyze a new recorded trace, it is necessary to collect the trace data from server side.
To do this mark the Business Transaction in the table and then confirm the pop up dialog window.
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End-to-End Trace Analysis: User Interface
1
4
3
2
To evaluate a trace, follow these steps:
• Choose Traces End-to-End Trace analysis and enter the solution and system.
• Select the transaction in the table. It is also possible to upload a recorded transaction (BusinessTransaction.xml in the SAPIEPlugin folder logs Transaction name).
• After selecting a transaction the transaction steps are displayed in tab form. Choose the step you want to analyze.
• Click Display to analyze the transaction step.
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End-to-End Trace Analysis: User Interface (2)
Is it possible to identify a problem area?
The first step is to analyze the accumulated time for the transaction step. Here it is possible to identify if the problem is related to the client, network, or server (including all involved back-end systems).
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End-to-End Trace Analysis: Server Analysis
Time consumption on different components (Summary)
If you open the ‘Server Analysis’ section, a a summary of the time consumption on different components will be displayed in an applet.
The Java applet requires the JRE 1.5 on the system.
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End-to-End Trace Analysis: Message Table
Choose the request with the biggest time consumption
Filter the cached requests
You can check for long-running server responses by choosing the Message table tab.
Check the sRT (server response time) column for long-running responses and select this request for more detailed analysis.
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Exercise I
EXER
CIS
E
Perform a E2E Trace Analysis
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Root Cause Analysis: Unit Overview
Lesson 6: Customer‘s Impact
Root Cause Analysis
Lesson 1: E2E Root Cause Analysis - Scope
Lesson 2: E2E Workload Analysis
Lesson 3: E2E Trace Analysis
Lesson 4: E2E Exception Analysis
Lesson 5: Availability E2E Diagnostics
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E2E Exception Analysis – Architecture
Component specific Exception Analysis
tools
Data collection once a hour
InfoCube
E2E Exception Analysis
Data collection once a hour
AggregatedError Statistics
Non-ABAP installations
Diagnostics agents
ABAP-based installations
Solution tool plug-ins
The E2E Exception Analysis shows an aggregated view on Error statistics from the connected systems. For non-ABAB and JAVA systems the Diagnostics Agents collect this data specifically for each components and send the data to the Solution Manager BI BI. For the ABAP based systems a solution tool plugin is collection this data and sends it also to the Solution Manager BI.
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Easier and efficient diagnostics by identifyingThe most frequent errorsThe system and the applications causing the most frequent errors
Logs for all involved components are storedTo display top 20 frequent error pattern at managing systemTo display log entry grouped by different criteria (e.g. by software component, location, user) at managing systemTo jump from E2E Exception Analysis 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 systemTo display dumps grouped by different criteria (e.g. software component, user) at managing systemTo jump from E2E Exception Analysis at managing system to specific dump analysis tools at managed system (e.g. ThreadDump Analysis, ABAP Dump)
E2E Exception Analysis - Targets
Intentionally blank
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End-to-End Exception Analysis: Overview
Component-specific exceptions
Select time frame
Exception value overview
Select diagram properties / type
To start an E2E Exception Analysis, log in to Solution Manager and execute transaction DSWP (or SOLUTION_MANAGER), then navigate to GoTo Start Solution Manager Diagnostics.
In SMD, navigate to Root Cause Analysis -> Exceptions -> E2E Exception Analysis.
Choose your solution and select all components.
Click on Start to begin with your investigation.
The picture above shows the entry screen with feature description. Here you get a good overview of the exceptions in your solution for the chosen timeframe.
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End-to-End Exception Analysis: Overview (History)
Day
Week
Time selection
For the Graphical Display, the standard Display Type is "History". In contrast to the Time Profile, the diagram type History displays the data as a time series without further aggregation.
The x-axis reflects the timeframe selected at the start of the application.
For time series, a two layered x-axis is displayed, where the next higher level of temporal granularity is displayed below the initial one. The axis' units depend on the timeframe selected for display (year, month, week, day, hour).
This display type allows the analysis of error frequency and how it behaves over time. Trends and peaks can be correlated with other occurrences in the managed system (user load, batch runs, restarts, patches, updates etc.) and lead to a more detailed analysis by narrowing down the timeframe and employing the Product Instance specific Views.
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End-to-End Exception Analysis: Overview (Time Profile)
Summary of errors on all days of the month between 09:00:00 and 10:00:00
By selecting the "Time Profile", an aggregated Day Profile will be displayed, irrespective of the timeframe chosen. This diagram type is only available for the granularity "Hour". The graph shows the sum of all hourly values for the timeframe selected, e.g. if you select a full month, the number of errors between 07:00:00 and 07:59:59 on all days will be added and displayed for the x-value "08" (the eighth hour).
The intention of this kind of display is to allow you to quickly identify peaks which are directly correlated to typical working hours of your system.
Unexpected peaks during phases of low user activity could hint at scheduled job runs, restart, backup activities etc. causing critical or a high numbers of errors.
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Rightclick
Summary view across all ABAP instances
End-to-End Exception Analysis: ECC Server Errors (1/2)
The View "ABAP SysLog Errors" is divided in two sections. The upper section displays a summary across all ABAP instances belonging to the selected system.
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Instance specific view
SM21
End-to-End Exception Analysis: ECC Server Errors (2/2)
The lower section contains instance specific data. Individual instances can be selected with the drop-down box. The Jump-in feature is only available for the instance specific View.
The Jump-in feature takes you to transaction sm21 on the managed system.
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End-to-End Exception Analysis: EP (J2EE System errors)
Further Analysis with Log Viewer
E2E Exception Analysis identifies J2EE System Errors which the engine is writing to the dedicated log category "/System/Server/Critical" (defaultTrace). This new feature is supported if the managed system has versions NW2004 SPS21 or NW7.0 SPS13 or above. If a lower version is detected by the Exception Analysis application, the View will not be displayed.
The Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.
© SAP AG E2E040 4-42
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End-to-End Exception Analysis: EP (J2EE Appl. Errors)
Log Viewer
The source logs for the J2EE Application Errors are the same as for the J2EE System Errors (application.log and defaultTrace). All errors that do not belong to the category "/System/Server/Critical" qualify as application errors.
Analogous to J2EE System Errors View the Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.
© SAP AG E2E040 4-43
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Demo
DEM
O
Open new IE Browser window
Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select “Exceptions”
Select “E2E Exception Analysis”
Select the additionally NetWeaver 7.00 for analysis.
Select “start”
Select time frame last week
Explain the overview
Select a component with errors or dumps and explain the errors in details and you also may drill down
© SAP AG E2E040 4-44
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Root Cause Analysis: Unit Overview
Lesson 6: Customer‘s Impact
Root Cause Analysis
Lesson 1: E2E Root Cause Analysis - Scope
Lesson 2: E2E Workload Analysis
Lesson 3: E2E Trace Analysis
Lesson 4: E2E Exception Analysis
Lesson 5: Availability E2E Diagnostics
© SAP AG E2E040 4-45
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Planned Release Roadmap for End-to-End Diagnostics
Mar08SolMan7.0 SP15
21Nov08SolMan7.0 EhP1
Mai09 SolMan7.0 EhP2
E2E Root Cause Analysis for Federated Portal, MDM 7.1, GRC Access Control, Message based Tracing for PI 7.1End-to-End Monitoring and Alerting InfrastructureEnd User Experience Monitoring
E2E Root Cause Analysis for BI Accelerator, Trex, CE 7.1, CRM 2007 and CRM 7.0, SRM 6.0, APO, SEM, Duet 1.5, BusinessByDesignEnd-to-End Trace enabled for SAPGUI, Internet Explorer 7 and MS VistaFull integration in Solution Manager Work Centers with optimized navigationSetup Simplification: One Guided Procedure for Solution Manager Basic Configuration including End-to-End Root Cause Analysis
E2E Root Cause Analysis for MDM 5.5 and Duet 1.0
2009
Oct07 &Mar07SolMan7.0 SP13
E2E Root Cause Analysis for ECC/R3, Portal incl. KMC, CRM 5.0, BI 7.0, PI 7.0
© SAP AG E2E040 4-46
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Solution Manager 7.0 SP 15 Required Software Versions
availableST-SER 700_2008_1 ST-SER
availablePI_BASIS 2005_1_700ST-A/PI
availableSP7BI_Cont
availableSP15Solution Manager
availableSPS14NW7/NW04s
AvailabilitySupport Package Release
Restrictions for Solution Manager Diagnostics and RCA SP 15 see Note 1126859
Solution Manager SP 13 is the release that is used by most customers with a up-to-date system. It consists of the “pieces” above and all of those components need somehow to be installed on the Solution manager.
Also the appropriate agents need to be installed in the managed systems.
© SAP AG E2E040 4-47
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Root Cause Analysis: Unit Overview
Lesson 6: Customer‘s Impact
Root Cause Analysis
Lesson 1: E2E Root Cause Analysis - Scope
Lesson 2: E2E Workload Analysis
Lesson 3: E2E Trace Analysis
Lesson 4: E2E Exception Analysis
Lesson 5: Availability E2E Diagnostics
© SAP AG E2E040 4-48
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Savings through E2E Diagnostics
Reduce License CostsTools for Service Desk, Root Cause Analysis and Solution Monitoring are included in SAP Solution Manager
Reduce Costs for Support Experts… for Root Cause Analysis by a targeted approach - one step
dispatching to the expert for component root cause analysis… for Monitoring by automated notification of alerts… for IT Reporting by automated report generation and broadcastingStandardization and Certification keep consultant rates at acceptable level
Reduce Time of Disrupted ProductionMission Critical Support – Solve Incidents efficiently and can avoid unplanned downtimes and business loss.
© SAP AG E2E040 4-49
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100,0%295Sum
1,7%5Security
6,8%20Documentation
20,3%60Training effort SAP
30,5%90Training effort int.
6,8%20Deployment
13,6%40Testing
16,9%50Development
1,7%5Specifications
1,7%5Project Management
%PDFunctions
Commercial Impact – E2E implementation project for a global SAP customer
“No lunch is free”
For customers the diagnostics implementation means an effort. Here comes the Overview of a very big European SAP customer for a E2E-implementation projects that was planned in the scope of an SAP HR-Solution.
The training effort (150 day out of 295 days) takes half of the investment. Because training the support organization is a key success factor for running E2E-Solutions.
© SAP AG E2E040 4-50
© SAP 2008
Henkel: E2E Solution Operations
© SAP AG E2E040 4-51
© SAP 2008
Weyerhaeuser: E2E100 Root Cause Analysis
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Siemens: E2E Root Cause Analysis
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Introduction: Unit Summary
You should now be able to:Explain the scope and benefit of E2E root cause analysis
Describe the tools provided within SAP Solution Manager Diagnostics
© SAP AG E2E040 4-54
© SAP AG E2E040 4-55
Exercises
Unit: Root Cause Analysis Lesson: E2E Trace Analysis
At the conclusion of this exercise, you will be able to:
• Analyse an E2E Trace
1-1 What component (the name of the component) in the given solution that has been traced has consumed most of the time?
Training System
Web AS Java
RDBMS
Portal Platform
Front End PC
SAP ECC
Web AS ABAP
Client 800
SAP EP
JCO
TT5, hostname: twdfXXXX.wdf.sap.corp
Network
Web AS Java
RDBMS
SAP Solution
Manager
Web AS ABAP
Instance: 00
SAP Solution
Manager
Diagnostics JCO
TT4, hostname: twdfXXXX.wdf.sap.corp
http://<hostname>:55000/sld
http://<hostname>:55000/irj
http://<hostname>:50000/smd
SLD
Client 200
Instance: 50
Web Browser
SAP GUI
© SAP AG E2E040 3-1
Open new IE Browser window
Go to Solution Manager Diagnostics: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select „Traces”
Select as System role “Training System” Go to “E2E Trace Analysis” (Left panel) Click on the current trace here “Record Working Time”
© SAP AG E2E040 3-2
Upload trace data
Check for uploaded data. There are message for each data category that indicates a successful upload.
The appropriate data will be uploaded to the SolMan.
Select the step you want to trace (here “Step-1”).
Click on “Display”.
© SAP AG E2E040 3-3
Congratulations - this page shows you the E2E Trace information.
© SAP AG E2E040 3-4
Solutions
Unit: Root Cause Analysis Lesson: E2E Trace Analysis
1-1 Analyse an E2E Trace
Show participants the request with the highest server side execution time (sRT). This is usually marked red.
Click on the line.
© SAP AG E2E040 3-5
Underneth the Message table overview the “End2End Trace data” is viible after scrolling down. Here you see the call stack. In column Type you can see the type of request (HTTP, J2EE etc). the depth of the call stack depends on the available data.
Sometime ist is helpful to drill down further.
Within the J2EE-Stack you can call the Wily Introscope date in clicking on the “introscope transaction trace” (see red cycle).
The introscope transaction trace open in an new window and shows you additional information about the Java call stack.
© SAP AG E2E040 3-6
To check a specific call/request in Wily Introsocep you can go to Tab “Details” and choose “Webview”
The Wily logon-screen appears. Please log on with
User: Admin
PW: Admin89
© SAP AG E2E040 3-7
Wily jumps directly to the Java-calls that were reported in Wily. You can choose one and analyse the call details directly in Wily.
© SAP AG E2E040 5-1
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Managing End-to-End Solution Operations: Course Content
Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP- Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
© SAP AG E2E040 5-2
© SAP 2008
Change Control Management
Contents:Scope of E2E Change Control Management
E2E Change Diagnostics
Enhanced Change and Transport System
Change Request and Maintenance Management
Test Management
© SAP AG E2E040 5-3
© SAP 2008
Change Control Management: Unit Objectives
After completing this unit, you will be able to:Explain the characteristics of E2E Change Diagnostics
Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments
Describe the goal and processes of the Change Request Management
Describe the characteristics of Maintenance Management
Describe the tools and benefits of Test Management
© SAP AG E2E040 5-4
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Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-5
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Control the changes during the Application Lifecycle
Global / RegionalBusiness Process Champion
Solution Architecture
Solution Design
Program Management Office (Change Advisory Board)Change Request Management
DB / OS / HW Changes & Maintenance
IT Infrastructure
Solution Maintenance
SAPMaintenance Management
Solution Correction
End User / Key UserIncident Management
Application Management (Change Manager)
Change Deployment Application Changes Change Diagnostic
Workbench / Customizing Changes
Custom Development
Correction & Transport System Change System Diagnostic
SAP Technical Operations
The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape. All requests for changes (Solution Design, Solution Maintenance, Solution Correction) flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office. This office is responsible for managing everything from only day-to-day changes and adaptations to all release planning and major infrastructure technology shifts. Moreover, these activities must be aligned with all stakeholders.
The key interface between business and IT is the application management organization. End users, key users and the program management office use the services of IT for a wide variety of tasks. from solution landscape planning to implementation, from business unit re-quest handling to execution, from documentation standards, training and certification to management level reporting. Being such a central component, several of the introduced roles use the application management platform as their central working application.
It is essential that changes of the solution landscape are managed carefully to ensure for transparency of the changes. The Change Request Management standard ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. Complementary to change request management, the deployment and the analysis of changes need to be addressed, in order to ensure that changes are executed without disruption of the ongoing business. This is the focus of the Change Control Management standard. The standard covers two major areas of change control: Change Deployment and Change Diagnostics for Application and System Changes.
© SAP AG E2E040 5-6
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Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-7
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SAP System Landscape Directory
System Landscape Directory
System Catalog: Landscape Description
Physical View: Technical System
Logical View: Business System
Software Catalog: Component Information
Product
Software Component
SAP Systems Data Supplier
Registered automatically
Third PartySystems
Maintained at customer site
Third PartyProduct &Software
Component
Maintained at customer site
Maintained at SAP CIM
Update
MasterComponentRepository
Component Types
Landscape Patterns
Possible Combinations
The SLD is running in the JAVA stack of a SAP double stack system or as a JAVA stand alone system.
At the SAP site, a Master Component Repository mirrors the data from the SAP Product and Production Management System (PPMS). Therefore the Master Component Repository contains up-to-date information about all available SAP products and their dependencies.
The content of the Master Component Repository is published at the SAP Service Marketplace so that customers can update their individual component information. The content updates are available as delta files.
Customers can add additional information about 3rd-party products and their own development activities that are in operation by them into their individual component information of their own System Landscape Directories.
The landscape description contains information about all systems and the installed products / components at customer‘s site.
Applications and tools (installation, administration etc.) use information from the System Landscape Directory as a central information provider.
Based on proven industry standards of the Distributed Management Task Force (DMTF): • Common Information Model (CIM) • Web-Based Enterprise Management (WBEM)
You can access SLD by pointing a browser to http://<server>:<port>/sld (where <server> is the SLD server and <port> is the J2EE HTTP port). You will be prompted for a user name and password.
© SAP AG E2E040 5-8
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Information Stored in SLD
Landscape DescriptionTechnical LandscapeLandscapesBusiness Landscape
Component Information
SLD is part of the J2EE Engine and can be reached like this: http://<server_name>:<http_port>/sld
It contains the following parts:
• Landscape Description
• Technical Landscape
• Business Landscape - Business Systems are logical systems that function as senders or receivers within the SAP NetWeaver Exchange Infrastructure. A Business System is always associated with a technical system.
Component Information
Name Reservation
• Namespaces (done only by administrators)
• Single names (done only by administrators – developers perform this task in the SAP NetWeaver Developer Studio)
© SAP AG E2E040 5-9
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Demo
DEM
O
Open new IE Browser window
Go to the Solution Manager on the TT5-system: http://twdfXXXX.wdf.sap.corp:50000/sld
Login with:
User: sapsupport
PW: support
Select “Landscape” and show the TT4 landscape
Select „software componants“ to show the TT4 software componants
© SAP AG E2E040 5-10
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Solution Manager
Managed systems
SMSY LandScape model (ABAP)
Solution Manager - IT Governance –
(ABAP)
Solution Manager - Diagnostic –
(J2EE)
SMD LandScape model with embedded pseudo SLD (J2EE)
ABAP based component
J2EE based component
Unmanaged component (C/C++, Java standalone, …)
SLD Data Supplier (SLDREG)
SLD Data Supplier (J2EE)
SLD Data Supplier (ABAP)
CIM via RFC (push)
CIM via HTTP (push)
RFC calls (push)
RFC calls (poll)
Managing system
Local SLD (J2EE)
Remote SLD (J2EE)
Landscape Modeling in Solution Manager
5
4
1
2
3
6
1
2 3
4 5
6
(1) ABAP based component pushes changes in deployment to SLD via Common Information Model (CIM) over RFC on regular basis
(2) J2EE based component pushes changes in deployment to SLD via CIM over HTTP on regular basis
(3) Unmanaged component (C/C++, Java Standalone, …) pushes changes in deployment to SLD via CIM over HTTP on regular basis
(4) ABAP based components are polled on regular basis to read deployment data and transfer to SMSY via RFC
(5) Remote SLD (or even several SLDs) is polled on regular basis to read deployment data transfer to SMSY via RFC
(6) SMSY pushes deployment data for ABAP and non-ABAP components to SMD Landscape Model
© SAP AG E2E040 5-11
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Introducing the Solution Concept
Solutions:Describe a group of systems, software components and business processesAre the basis for the operation scenarios
Solution MonitoringService DeskChange Request ManagementCollaboration
Provides handover information from the project phase to the operations phaseAny project change is copied to the solution directory after being set active
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Europe ERP
Europe CRM
Europe Solution
Asia ERP
Asia CRM
Asia Solution
US ERP
US CRM
US Solution
Global BW
Example: Design of Solutions by Regions
In this example the solutions are separated by regions.
The global BW system is part of all solutions
© SAP AG E2E040 5-13
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Global ERP
Global CRM
Financial Solution
Global BW
Global ERP
Global CRM
Logistics Solution
Global BW
Global ERP
Global CRM
HR Solution
Global BW
Example: Design of Solutions by Functional Areas
In this example the solutions are separated by functional areas.
All systems are part of all solutions but different business processes are running in each Solution.
© SAP AG E2E040 5-14
© SAP 2008 / Page 1
Solution Directory
Transaction SOLUTION_MANAGER is the central access point for all operation scenarios in the SAP Solution Manager
The Solution Directory is the central point for maintaining business processes in SAP Solution Manager. Here, you can assign logical components to your solution landscape, can create business processes and copy business processes from implementation projects or other sources. You can also maintain your solution settings (like the name of the solution) here.
© SAP AG E2E040 5-15
System Landscape Management – Overview
© SAP AG E2E040 5-16
© SAP 2008 / Page 1
Workcenter System Landscape Management
© SAP 2007 / Page 1
Workcenter CapabilitiesOverview of systems and landscape
status, architecture, releaseDowntime managemen
Planning of single/recurringdowntime
Transport ManagementTransport Organizer etc
System InstallationLicence key generationSystem/RFC-connection setupCentral / local installation
Central TasksInstallation, Setup and Configuration(system and landscape management)Creating System / Server / DB entriescreate RFC connectionsGenerate installation keysSW-component overview
Related StandardsSystem AdministrationSystem Monitoring
© SAP AG E2E040 5-17
© SAP 2008
Demo
DEM
O
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the solution directory and the work center „system landscape management“ in TT4
© SAP AG E2E040 5-18
© SAP 2008 / Page 1
Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-19
© SAP 2008 / Page 1
E2E Change Diagnostics: Characteristics
The Change Diagnostics supports customers in identifying, controlling, maintaining and verifying the versions of Configurations (e.g. OS/DB,SAP NetWeaver, Application, Customer Coding)
E2E Change DiagnosticsCentral entry point for analyzing changes in a solution BI methods to drill down from overviews to detailed lists of changesProviding hints for root cause analysis with data and trendsProviding accurate information on configuration parameters and their history (e.g. database parameters, ABAP parameters, JAVA parameters)Enabling the organization to standardize the solution configurationImproving security by controlling the versions of configurations in use
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E2E Change Diagnostics: Overview
Technical Configuration
Business Configuration
“Content”EP, XI, BI, SLD
CodingPatches, SP,Release
Productive Environment
Documented in SAP Solution Manager (SMSY)
Type of changes
Changes toProduction
Enhanced Change and Transport SystemConfiguration and File
Reporting
Tools
E2E Change Analysis
This diagram shows the different tools in E2E Change Diagnostics
Configuration and File Reporting extracts configuration parameter from Java or ABAP based systems and displays the parameter and their history in Solution Manager Change Diagnostics
The Change and Transport System records changes to Business Configuration (Customizing Requests) and Coding (Workbench Requests). The new Enhanced Change and Transport System is also able to transport Non-ABAP objects like Java archives.
Releases, Support Packages and Patches are documented in the SAP Solution Manager (SMSY).
E2E Change Analysis provides a BI based reporting on all changes in a solution.
© SAP AG E2E040 5-21
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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 AnalysisCompare configuration parameters within the transport landscapeCompare 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 SP’s, J2EE deployments, ...)
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E2E Change Analysis – Architecture
Data collection once a day
InfoCube
E2E Change Analysis
Data collection once a day
Number of changes
Non-ABAP installations
Diagnostics agents
ABAP-based installations
Solution tool plug-ins
Parameter valuesConfiguration and file reporting
Solution Manager
Config store
The architecture of the E2E Change Analysis: It was developed on top of the existing configuration and file reporting.
Diagnostics agents continuously track the changes with the non-ABAB systems whereas a Solution Tool Plugin on the ABAP side collects the changed data.
It enhances the functionalities by adding data extractors also for ABAP systems. Furthermore it aggregates the information on recent changes by BI methods. The user interfaces for Configuration and File reporting and for E2E Change Analysis are available for both ABAP and JAVA systems.
© SAP AG E2E040 5-23
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E2E Change Analysis - Overview
E2E Change Analysis is integrated into the Diagnostics.
Navigate to Root Cause Analysis Configuration E2E Change Analysis.
In the first screen you see the number of changes for all systems of the solution in the selected timeframe.
© SAP AG E2E040 5-24
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E2E Change Analysis – Overview (most recent change)
Select ‚History of Changes for the last two years‘ (This report reads the data of the current quarter and the 8 quarters before) and open the ‚Last Change Date‘ section.
The 'Last Change Date' table lists the date of the most recent change per change group and type.
Caution:
As changes cannot be determined for the time before the setup of the E2E Change Analysis, the overview report 'History of Changes for the last 2 years' may not necessarily show the changes of the last two years. The displayed timeframe is restricted by the setup of E2E Change Analysis. The report will probably take some time to display the result, because it reads data of several quarters.
© SAP AG E2E040 5-25
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E2E Change Analysis – ECC Server (Summary)
Depending on the type of the Product Instance a 'Summary' is displayed. For most types of Product Instances additional buttons for 'Details' or grouped changes are offered. The example shows an ECC Server summary.
The 'Product Instance - Summary' allows to identify in a chart or table view the grouped changes that are the best candidate for a further look on details.
© SAP AG E2E040 5-26
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E2E Change Analysis – ECC Server (Transport Requests)
The slide shows an example of the ECC specific change group ‚Transport Requests‘.
© SAP AG E2E040 5-27
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E2E Change Analysis – EP (Summary)
For Product instance Enterprise Portal the changes are grouped by ‚Summary‘, 'Application Configuration', 'Dispatcher Configuration', 'Server Configuration', 'Node Type Independent Configuration' and 'Software Release' as shown in the screen shot.
© SAP AG E2E040 5-28
© SAP 2008 / Page 1
Click
E2E Change Analysis – EP (Node Type Independent Config.)
The screen shot shows the row of the ConfigStore ‚visual properties' with a green background color. Cells with a green background color allow calling the Detail Viewer to display the changed content of the ConfigStore.
© SAP AG E2E040 5-29
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E2E Change Analysis – EP (Detail Viewer)
Details Viewer will display the changes of the config store ‘visual properties’ inthe timeframe e.g. 22/10/2007 to 25/10/2007
Details Viewer will display the changes of the config store ‘visual properties’ onthe date e.g. 24/10/2007 (header of the column)
A green background color is used for cells which have enough detailed information to offer a jump to the Detail Viewer to show the content of a ConfigStore. Depending on the cells information different time selections will be applied.
© SAP AG E2E040 5-30
© SAP 2008 / Page 1
Required Software Versions for Change DiagnosticsCurrently Solution Manager 7.0 SP 15 is avail.
available01J_CRM500ST-A/PI
availableSP7BI_Cont
availableSP13Solution Manager
availableSPS13NW 7/NW04s
AvailabilitySupport Package Release
Currently Solution Manager 7.0 SP 15 is avail.
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© SAP AG E2E040 5-31
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Siemens: E2E Change control Management
© SAP AG E2E040 5-32
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Demo
DEM
O
Open new IE Browser window
Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select “Configuration”
Select “E2E Change Analysis”
Select the additionally NetWeaver 7.00 Component
Select “start”
Select time frame last week or last month
Explain the change overview and show the change overview for the ECC and the Portal
© SAP AG E2E040 5-33
© SAP 2008 / Page 1
Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-34
© SAP 2008 / Page 1
E2E Change Deployment: Characteristics
The Change Deployment ensures that all components involved in an application change are tested and released together, even if they are based on different technologies.
E2E Change Deployment – Enhanced Change and Transport System (CTS+) and One Transport Order (OTO)
Connect Java Systems to standard Correction and Transport System (CTS) Non-ABAP applications inherit all properties of the ABAP Change and Transport System in terms of documentation, tracking and troubleshooting featuresManage transport of ABAP and non-ABAP-objects centrally with One Transport Order (OTO)Allows combined transports for mixed objects (ABAP, JAVA, …)Allows synchronized changes to business processes which run in ABAP and JAVA100% Compatible with SAP Solution ManagerNo need for upgrade of Java landscapes
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The different NetWeaver Development Environments integrated in SAP NetWeaverare based on different technologies
NetWeaver Development EnvironmentsABAP Development Workbench for ABAP codingNetWeaver Developer Studio, NetWeaver Development Infrastructure (NWDI) and its components are for JAVA coding, deployments and version controlThe Software Deployment Manager (SDM) is the Java Deployment tool (delivered as part of AS JAVA) to deploy Java patches, hotfixes or business packagesThe System Landscape Directory (SLD) is a central component in the Java Development Process (using NWDI) to register all landscape related information Enterprise Portal Content Administrator (build in to the portal) is used for Portal content deploymentsExchange Infrastructure Integration Builder is used for XI/PI content changes
SAP NetWeaver Development Environments: Characteristics
Explain the different development environments per NW technology component
ABAP Development Workbench is fully integrated within the ABAP stack to modify a ABAP system
Java Coding is decentralized: NetWeaver Developer Studio is the Java Dev Frontend on the delopers PC. The deplaoyments can be done manually via SDM to the target system or by using the NWDI to transport all changes
All system related configuration changes will be outomaticlly reported to the SLD
All changes to Portal content will be manually exported and imported to the target EP
All changes within XI/PI are usally tranported via export and import to the target XI
© SAP AG E2E040 5-36
© SAP 2008 / Page 1
Change and Transport System
Developer Studioand
NWDI
Exchange Infrastructure
Integration Builder
ABAP Workbench SE80 Development
LandscapeQuality
LandscapeProductionLandscape
QualityComponent n
QualityComponent 1
ProductionComponent n
ProductionComponent 1
.
.
.
.
.
.
check in
Transport Transport
Deploy Deploy
SCA
Enterprise PortalContent
Administrator
EPA
…(open Interface for
non-ABAP objects)
Manage Heterogeneous Development Environments
The Enhanced Change and Transport System (CTS+) improves the well proven ABAP Change and Transport System for all non-ABAP related transports.
It allows that changes from heterogeneous development environments can be transported with the well proven ABAP Change and Transport System. E.g. Java Archives can be checked in to transport requests as transportable objects.
After executing Import Methods to deploy the Java archives the Software Deployment Manager imports the package in the target system.
© SAP AG E2E040 5-37
© SAP 2008 / Page 1
Demo
DEM
O
Open new IE Browser window
Go to the Portal Create and show a transport request in the TT5 Portal environment
Logon to the Portal http://twdfXXXX.wdf.sap.corp:55000/irj/portal with
User: “sapsupport”
PW: “support”
Login with:
Show the transport of an predefined iview in the TT5 Portal from the Dev-Portal to the Q-Portal
© SAP AG E2E040 5-38
© SAP 2008 / Page 1
Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-39
© SAP 2008 / Page 1
Change Request Management: Characteristics
The goal of the Change Request Management is to ensure that standardized methods and procedures are used for efficient and synchronized handling of all changes to improve the quality of your day-to-day changes to production
Change Request Management Transparency of all software changesFull documentation of each change: Each change in the system has a link to a Change Request and a Service DeskTool based collection of all RfC’s. No RfC will be lost anymore.Allowing to consolidate demands by bundling similar changes Allowing to schedule changes according to priority, category and possible impactAll changes have to follow a proven workflow. Only changes which are approved and tested come into production
Intentionally blank
© SAP AG E2E040 5-40
© SAP 2008 / Page 1
SAP Solution Manager
Three Tiers of Change Request Management
Management of all change requests
Change request categorization
Change documentation
Approval workflow
Status reporting
Complete change history
Change Admin
Customizing & Development (Realization)
Test execution
Seamless integration into TMS
Transport scheduling
Transport tracking
Change LogisticsProject Management
Project planning & budgeting
Project documentation
Customizing & Development (Specifications)
Test management
The Solution Manager provides 3 major building block to provide the Change Request Management
Change Administration for managing the change requests within Solution Manger
Project Management for project resource management and project and transport synchronization
© SAP AG E2E040 5-41
© SAP 2008
SAP Solution Manager
Change Request Management – Sample Process
Change Request
Service Message
DEV
QAS
PRD
Controlled transports
Controlled transports
Serv
ice
Des
kC
hang
e R
eque
st M
anag
emen
t
ChangeDocument
TaskList
Feedback
Maintenance Cycle
ChangeManager
RequesterService
Desk Employee
Tester
Developer
IT Operator
Show the workflow of the change request from the requester thru the development until the change is deployed thru the D-Q-P-Landscape.
© SAP AG E2E040 5-42
Change Request Management – Overview of Change Requests and Documents
Show the overview of the change request management in the work center Change Management
© SAP AG E2E040 5-43
© SAP 2008 / Page 1© SAP 2007 / Work Centers for SAP Solution Manager 7.0 - Overview Page 1
Work Center Change Management
Workcenter CapabilitiesChange Request InboxChange Document InboxMaintenance Transaction OverviewHotnews DisplayTesting Tools
Central TasksCreate Change Requests (approval)Create Change Documents (execution)Maintenance OptimzerTestingReporting
Related StandardsChange Request Management Change Control ManagementTesting
© SAP AG E2E040 5-44
© SAP 2008
Demo
DEM
O
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Show the work center „change Management“ and the entry screen for „Change requests”
© SAP AG E2E040 5-45
© SAP 2008 / Page 1
Different Levels of Control
Change Request Management
SAP Solution Manager
Enhanced Change and Transport System (CTS+)SAP System ABAP Stack
ABAP
Better Control
Better Control
Improved Documentation
Improved Documentation
Java .net …..
Change Request Management in SAP Solution Manager is 100% compliant with the Enhanced Change and Transport System
On the lowest level transports are executed with proprietary transporting tools (e.g. Java tools).
These tools can be controlled by the Enhanced ABAP Change and Transport System (CTS+). This allows a better and central control of transports. Furthermore the documentation, a unique tracking and troubleshooting possibilities are improved.
On the next level of control transports in the ABAP Stack can be managed by Change Request Management in SAP Solution Manager. This increases the control of the full change process, including the incident, approval process and change realization process.
© SAP AG E2E040 5-46
© SAP 2008
TransportLandscapeCRM
TransportLandscapeEP
TransportLandscapeBW
TransportLandscapeERP
TransportLandscapePI
Development Landscape QALandscape
ProductionLandscape
DevelopmentEnvironment
SE80DS & DI
Portal ContentAdministrator
System
mySAP ERP
mySAP CRM
System
mySAP ERP
mySAP CRM
EnterprisePortal
System
mySAP ERP
mySAP CRM
EnterprisePortal
BW
EnterprisePortal
BW BW
ProcessIntegration
(XI)
ProcessIntegration
(XI)
ProcessIntegration
(XI)
DS & DI
SE80
SE80Integration
Builder
SE80DS & DI
SAP Solution Manager
Change Request Management in a Mixed ABAP/JAVA Landscape
Change Request Management
Change Request Management can handle dependent transports in different systems.
In this example the Solution Manager Project comprises several SAP systems. The systems have dependent transports. All transports for the whole solution are bundled by the umbrella of the Solution Manager project. When the project goes live all transport requests that belong to the same Solution Manager project are imported at the same time. So all dependencies are considered automatically.
© SAP AG E2E040 5-47
© SAP 2008 / Page 1
Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-48
© SAP 2008 / Page 1
Maintenance Management: Characteristics
The goal of the Maintenance Management is to keep applications up to date and to standardized methods and procedures for efficient problemresolution.
Maintenance Management Support Packages to streamline problem resolution and implement bundles of corrections efficiently Troubleshooting is easier on a current support package level Implementation projects might require a current support packageConnected systems might require a current support packageLegal changes are required
© SAP AG E2E040 5-49
© SAP 2008 / Page 1
Composite Applications
SAP NetWeaver 7.1(capabilities extending the foundation)
Accelerated Innovation
End-to-End Solution Operations
CompositionEnvironment Portal Business
IntelligenceMaster DataManagement
SAP NetWeaver 7.0(foundation for the SAP Business Suite)
Process ExtensionsEhP EhP EhP
SAP Business Suite
Enterprise SOA by Evolution Enterprise SOA by Design
SAP NetWeaver 7.1
Continuous Innovation
ERP CRM SCM
PLMSRM
EhP EhP EhP
Accelerated Innovation
Non
-SA
P
Business Process Platform Support for Continuous and Accelerated Innovation
For our Midmarket customers we have extended our portfolio in 2007 with SAP Business ByDesign, which is based on “enterprise SOA by design”, providing a game-changing suite of applications.
Some of the components, the process extensions, will be available for our customers to extend their functionality in the future. This will enable what we call “accelerated innovation”.
On top of that we provide the (NetWeaver) CE – the composition environment – to compose new applications based on web services, the Portal, BI, MDM and so on to enable our customers and partners to enhance their solution in a way, they don’t have to modify their solution – also providing “accelerated innovation”
Our challenge is now to support all of that providing End-to-End Solution Operations
© SAP AG E2E040 5-50
© SAP 2008
Enhancement and Maintenance for NW and ERP 6.0
New Enterprise Services
Industry-Specific Enhancements
Process and User Interface Simplification
Cross-Industry Functional Enhancements
Customers Adopt Innovation at their Pace
NextRelease
Enhancement Packages
mySAP ERP (2005) 6.0
SAP NetWeaver 7.0
2006 2007 2008 2009 20102005
© SAP AG E2E040 5-51
© SAP 2008 / Page 1
2011 2012
Release and Maintenance Strategy SAP ERP
2005 2006 2007 2008 2009 2010
mySAP ERP 2004
SAP R/3 Enterprise
47x200
SAP R/3 4.6C
SAP R/3 3.1I – 4.6B
SAP ERP 6.0**
Dec
Mar
Dec
Mar
Mar
Mar
2013
Dec
Mar
Mainstr.Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
SAP R/3 Enterprise
47x110Mainstream Maintenance Ext. Maint.
(+ 2%)*Ext. Maintenance
(+ 4%)*Customer-Specific
Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenanceMainstream Maintenance
Ext. Maint.(+ 4%)*
Customer-SpecificMaintenance
Jun
Oct
Mar
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Ramp-Up
2014 2015 2016
Customer-SpecificMaintenance
Mar
This strategy is also valid for all industry-specific add-on applications and SAP enhancement packages for SAP ERP based on the releases above.
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations.
The maintenance strategy for SAP applications is based on the following principles: SAP offers three successive maintenance phases: mainstream maintenance, extended maintenance, and
customer-specific maintenance. SAP provides support packages during mainstream maintenance and extended maintenance. The
delivery frequency of support packages is dependent on the maintenance phase. As part of its release strategy, SAP announces the planned duration of the mainstream maintenance
period for a release as soon as the release is announced. For SAP applications based on SAP NetWeaver 2004 and higher, SAP usually applies the 5-1-2
maintenance strategy: Five (5) years of mainstream maintenance One (1) year of extended maintenance (currently at an additional 2% fee) Two (2) years of extended maintenance (currently at an additional 4% fee) SAP is evolving the mySAP ERP major release schedule to a five-year rhythm to better align with the
customer adoption cycle. To ensure that customers take advantage of innovations while minimizing the impact to core operational systems, SAP plans to accelerate delivery of new functionality through enhancement packages that customers can optionally implement on top of mySAP ERP 2005. Enhancement packages are intended to contain functional enhancements and enterprise services in areas such as shared services, end-to-end business processes such as order to cash or “hire to retire,” supplier collaboration, and industry-specific functionality. The intent is to deliver more innovation, more quickly, in a more accessible way. SAP is thus ensuring the greatest possible protection of your investments by continuing to deliver high-quality ERP functions. We plan to deliver the next ERP release in 2010.
To find further information, please visit SAP Service Marketplace at service.sap.com/erp and service.sap.com/maintenance.
© SAP AG E2E040 5-52
© SAP 2008 / Page 1
Market CampaignComplaint Management
SAP Maintenance
Rollout Brazil
Implementation Projects
2007 2008 2009
One or two times per year
SP Stack
Hot News Top Notes
Periodic review and corrections….….
Urgent Corrections Notes/PatchesIncident ….
Maintenance Schedule for Customers Solutions
SAP HotNews
Contain solutions for customer problems with very high priority, such as systems standstills or data loss
Allow customers to filter and display SAP HotNews for their chosen components
SAP TopNotes
Inform you about on potential hot spots in your projects
Published on a monthly basis
Represent the ten most important SAP Notes for each component
Reviewed monthly by experts in the relevant departments and updated based on the current SAP Note customer usage rate
© SAP AG E2E040 5-53
© SAP 2008 / Page 1
Optimized Process for support package stacks
SAP Solution Manager
Maintenance Optimizer
Approve Import
Test
Release to production
Download
Approve download
Display relevant corrective SAP software packages
The Maintenance Optimizer controls the download of software patches and updates for all software components from SAP and from partners.
SAP HotNews Inbox controls the process from retriving, deciding on relevance and implementing Hot News
© SAP AG E2E040 5-54
Change Request Management – Overview of Change Requests and Documents
Show the overview of the change request management in the work center Change Management
© SAP AG E2E040 5-55
© SAP 2008
Demo
DEM
O
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Show the work center „change Management“ and the entry screen for „Maintenance Optimizer”
© SAP AG E2E040 5-56
© SAP 2008 / Page 1
Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-57
© SAP 2008 / Page 1
Test Management: Characteristics
The goal of the Test Management is to provide efficient and smooth procedures for manual and script-based testing
Test Management Benefits: Reducing project costs and efforts significantlyContinuous tracking and status analysis of the test progressClear and detailed test descriptionsReproducible test results
The testing effort is between 20 and 30 percent of the total project effort. For maintenance projects like support package implementation and upgrades even up to 70 percent
© SAP AG E2E040 5-58
© SAP 2008 / Page 1
Test effort
Business inspired changes
IT inspired changes
There are many changes in the solution life cycle
- and every change requires testing
Business inspired changes
Mergers and Acquisitions
Continuous Improvements
Functional Upgrades
…
IT inspired changes
Technical Upgrades
Support Packages
Notes
...
Change is a Fundamental Principle – Testing a necessity
SAP Implementation
• Executive & LOB sponsorship
• Committed vendor/SI support
• Project budget
SAP in Production
• Silo teams with each their own focus
• Frequent Changes, Updates & Upgrades, SOX
• Limited Vendor, SI or other resources Usually 80% reduction in team size
© SAP AG E2E040 5-59
© SAP 2008 / Page 1
Testing along the Software Lifecycle
Implementation ProjectProject
PreparationRealization
Development/TestBusinessBlueprint
Final Preparation and Go Live
Test Concept
Unit Test (Debugging)ReviewReview
Regression TestU
ser A
ccep
tanc
e Te
st
OK
OKFunctionalsign off
Systemsign off
Test planning
Inte
grat
ion
Test
BusinessBlueprint Doc
Test Case Development
Operation, Release DeliveryB
ug F
ixin
g
Bug
Fix
ing
Testing & Bug Fixing is ~30% of total project effort
Test in Solution Manager
Perf
orm
ance
Tes
t
Code Freeze
Bug
Fix
ing
Fina
l Acc
ep. T
est
OK Performancesign off
In average testing and bug fixing consumes 30% of the project resources and duration. Testing shall be planned accordingly.
At the project planning and preparation the coarse testing phases are scheduled. The test coordinator plans the test phases in detail and supports the project manager in coarse planning.
During the business blueprint phase the test coordinator develops the test concept with support of the technical implementation team and the business analyst. The test coordinator ensures that while the business blueprint structure is build test cases are described and developed according to the business processes. Testers for the first test phase are nominated and invited.
Before each test phase an update of the test concept is required. The test coordinator verifies the test cases and ensures the creation and update. The test coordinator creates for each test phase a test plan and tester assignment.
© SAP AG E2E040 5-60
© SAP 2008 / Page 1
Testing – Process in Detail
Central definition and preparation of test plans and packagesAssign test packages to Testers
Testers find test packages in theirpersonal Worklist and execute thetest e.g using eCATTs
Check the status of your tests in the Status Info System
Business Blueprint & Configuration
Test Plan
Register in Web Shop
Select Product
Update Shopping Basket
Business-to-Consumer
Create Order
Process Order
Order Processing
Business Processes
Internet Sales: B2C
Selected Business Scenarios
Register in Web Shop
Select Product
Update Shopping Basket
Business-to-Consumer
Create Order
Process Order
Order Processing
Business Processes
Internet Sales: B2C
Selected Business Scenarios
You organize tests after you have created a Business Blueprint and made initial configurations in the Realization phase.
The first step of test organization in more detail is creating a test plan. During the Business Blueprint phase, you have created a project structure, consisting of business scenarios, processes and process steps. You have then assigned transactions and test cases to process steps. When you create a test plan, the system will offer you exactly this project structure as a basis for your test plans. In addition, the system will also provide all those manual and automated test cases you have already assigned to processes or process steps, and you can select them for your test plan.
© SAP AG E2E040 5-61
Change Request Management - Overview of Change Requests and Documents
Show the overview of the change request management in the work center Change Management
© SAP AG E2E040 5-62
© SAP 2008
Demo
DEM
O
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Show the work center „change Management“ and the entry screen for „Test Management”
© SAP AG E2E040 5-63
© SAP 2008
Performance Tests
Performance TestsResponse time of important transactionsRuntime of critical background jobsPerformance tests are usually highly automated
Load and Stress TestsDuring a Load Test, the performance of a system, depending on the amount of users working simultaneously in a system, is tested and monitored. Therefore, Virtual Users are deployed.A Stress Test analyses the performance of a system under extreme conditions, e.g. by creating mass data.Period-end closing test
Goal of both load and stress testing is the identification of so-called „bottlenecks“, that harm system performance.
In performance tests the throughput and response times of the system are measured. Performancetests are an important extension of pure functional tests. A prerequisite for the execution of performance tests is the functional correctness of the application to be tested.
© SAP AG E2E040 5-64
© SAP 2008
Loadgeneration by External Tools
Loadgenerator
Backend(e.g. ERP)
Server (e.g. EP)
Database
Operating System
Monitoring J2EE
Monitoring CCMS
Monitoring DB
Monitoring OS
Controller
Controls the test
Collects monitoringdata
The first step in the execution of automated load tests is to record scripts. Then the scripts can run in parallel.
The number of parallel executions is controlled by a controller.
The controller also collects monitoring data from the different systems and platforms which are involved in the test.
© SAP AG E2E040 5-65
© SAP 2008
SAP Loadrunner by Mercury - LoadtestGenerator
This is a screenshot of SAP Loadrunner by Mercury. In the box „Scenario Groups“ you see two different test scripts which run in parallel. In this example the script „test1“ is executed 30 times in parallel. The script „empty“ did not yet start. You can start and stop scripts or add virtual users with the buttons next to the „Scenario Groups“.
In the lower part of the screenshot, certain monitoring data is collected. The graphs show the number of virtual users (Vusers), the hits per second, the transaction response time and the Windows resources.
After the test run the monitoring data is available for further analysis.
© SAP AG E2E040 5-66
© SAP 2008
Change Control Management: Unit Summary
You should now be able to:Explain the characteristics of E2E Change Diagnostics
Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments
Describe the goal and processes of the Change Request Management
Describe the characteristics of Maintenance Management
Describe the tools and benefits of Test Management
© SAP AG E2E040 5-67
© SAP 2008
Change Control Management: Unit Overview
Appendix: Maintenance Overview for Selected SAP Applications
Change Control Management
Lesson 1: Introduction to E2E Change Control Management
Lesson 2: Solution Landscape Documentation
Lesson 3: E2E Change Diagnostics
Lesson 4: Enhanced Change and Transport System
Lesson 7: Test Management
Lesson 6: Maintenance Management
Lesson 5: Change Request Management
© SAP AG E2E040 5-68
© SAP 2008
2011 2012
Release and Maintenance Strategy SAP ERP
2005 2006 2007 2008 2009 2010
mySAP ERP 2004
SAP R/3 Enterprise 47x200
SAP R/3 4.6C
SAP R/3 3.1I – 4.6B
SAP ERP 6.0**
Dec
Mar
Dec
Mar
Mar
Mar
2013
Dec
Mar
Mainstr.Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
SAP R/3 Enterprise 47x110
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenanceMainstream Maintenance
Ext. Maint.(+ 4%)*
Customer-SpecificMaintenance
Jun
Oct
Mar
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Ramp-Up
2014 2015 2016
Customer-SpecificMaintenance
Mar
This strategy is also valid for all industry-specific add-on applications and SAP enhancement packages for SAP ERP based on the releases above.
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations.
© SAP AG E2E040 5-69
© SAP 2008 / Page 1
Ext. Maintenance (+ 4%)*
2011 20122005 2006 2007 2008 2009 2010 2013
SAP NetWeaver 2004
Mar
Mar
SAP BW 3.1
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Dec
SAP BW 3.0B
Mar
Ext. Maint. (+ 2%)*
SAP NetWeaver 7.0**
Mar
Release and Maintenance Strategy SAP BW
Customer-SpecificMaintenance
Customer-SpecificMaintenance
Customer-SpecificMaintenance
Ramp-Up
Jun
Mainstream Maintenance
Oct
2014 2015 2016
Customer-SpecificMaintenance
Mar
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S.Potential maintenance extension for SAP NetWeaver 7.0 pending partner negotiations.
Ext. Maintenance (+ 4%)*
Ext. Maint. (+ 2%)*
SAP NetWeaver 7.1
Ramp-Up Mainstream Maintenance Customer-Specific
Maintenance
© SAP AG E2E040 5-70
© SAP 2008 / Page 1
2011 20122005 2006 2007 2008 2009 2010 2013
SAP CRM 2005(SAP CRM 5.0)
Mar
Mar
Mar
SAP CRM 4.0
SAP CRM 3.0, 3.1
Dec
Release and Maintenance Strategy SAP CRM
*** Restrictions for SAP CRM 4.0: 6.20 Java stack supported only until Dec 2006; only 6.40 Java stack supported beyond Dec 2006SUN JDK 1.3.1 (mobile scenarios using SAP CRM IPC): SUN will not support this JDK version beyond December 2006. There is no compatible replacement version for this JDK. Therefore customers can continue using this JDK at their own risk, or have to upgrade to a higher CRM release.Customers should take note of the supported SAP Kernel releases and their end of maintenance dates, and the supported operating system and database versions for each SAP Kernel release. SAP cannot support components provided by third-party suppliers (for example operating systems, databases and middleware components), which have run out of maintenance by their suppliers. The customer may therefore have to upgrade to more recent versions of these components
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
Mainstream Maintenance***
Dec
Ramp-Up
Jun
Oct
Mainstream Maintenance Customer-SpecificMaintenance
2014 2015 2016
SAP CRM 2007(SAP CRM 6.0)
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*RU Mainstream Maintenance
Mar
Mar
Dec
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations
Customer-SpecificMaintenance
SAP CRM 7.0** Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*RU Mainstream Maintenance Customer-Specific
Maintenance
Nov
© SAP AG E2E040 5-71
© SAP 2008 / Page 1
SAP SCM 4.0
2011 20122005 2006 2007 2008 2009 2010 2013
mySAP SCM 2004(SAP SCM 4.1)
SAP SCM 2005(SAP SCM 5.0)
Mar
Mar
Mar
Mar
Jun
Mar
Release and Maintenance Strategy SAP SCM
Dec
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-SpecificMaintenance
Ext .Maintenance (+ 4%)*
Ext. Maint. (+ 2%)*
Customer-SpecificMaintenance
Ramp-Up
Mainstream Maintenance
Jun
Dec
Mainstream Maintenance
2014 2015 2016
SAP SCM 2007(SAP SCM 5.1)
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Ramp-Up Mainstream Maintenance Customer-Specific
Maintenance
Mar
Aug
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*RU Mainstream Maintenance Customer-Specific
Maintenance
Nov
SAP SCM 7.0**
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations
Customer-SpecificMaintenance
© SAP AG E2E040 5-72
© SAP 2008 / Page 1
2011 20122005 2006 2007 2008 2009 2010 2013
mySAP SRM 2004(SAP SRM 4.0)
SAP SRM 2005(SAP SRM 5.0)
Ext. Maintenance (+ 4%)*
Mar
Mar
Mar
Jun
Mar
SAP SRM 3.0
Ext. Maint. (+ 2%)*
Release and Maintenance Strategy SAP SRM
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Mainstream Maintenance
*** Customer-SpecificMaintenance
Customer-SpecificMaintenance
Dec
*** SAP SRM 3.0: Requisite 3.5 supported only until June 2005; only Requisite 4.0 supported beyond June 2005 and to Dec 2006
Ramp-Up
Oct
Mainstream Maintenance Customer-SpecificMaintenance
2014 2015 2016
SAP SRM 2007(SAP SRM 6.0)
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*RU Mainstream Maintenance Customer-Specific
Maintenance
Mar
Dec Mar
SAP SRM 7.0** Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*RU Mainstream Maintenance Customer-Specific
Maintenance
Nov
Mar
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations
© SAP AG E2E040 5-73
© SAP 2008 / Page 1
2011 2012
Release and Maintenance Strategy SAP SEM
2005 2006 2007 2008 2009 2010
mySAP ERP2004
SAP SEM 3.2
SAP SEM 3.1B
SAP ERP 6.0**
2013
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
SAP SEM 3.5
Mar
Mar
Mar
Mar
Mar
Dec
Customer-SpecificMaintenance
Customer-SpecificMaintenance
Customer-SpecificMaintenance
Customer-SpecificMaintenance
Ramp-Up
Mainstream MaintenanceJu
n
Oct
Mainstream Maintenance Customer-SpecificMaintenance
2014 2015 2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations.
© SAP AG E2E040 5-74
© SAP 2008 / Page 1
2011 20122005 2006 2007 2008 2009 2010 2013
Mar
Mar
Mar
Mar
Mainstream Maintenance Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
SAP NetWeaver 2004
SAP EnterprisePortal 6.0_6.20
Ext. Maintenance (+ 4%)*
Ext. Maint. (+ 2%)*
Customer-SpecificMaintenance
Customer-SpecificMaintenance
Ramp-Up
Dec
SAP NetWeaver 7.0**
Jun
Oct
Mainstream Maintenance Customer-SpecificMaintenance
Mar
2014 2015 2016
Release and Maintenance Strategy SAP Enterprise Portal
Ext. Maintenance (+ 4%)*
Ext. Maint. (+ 2%)*
SAP NetWeaver 7.1
Ramp-Up Mainstream Maintenance Customer-Specific
Maintenance
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.
** SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S.Potential maintenance extension for SAP NetWeaver 7.0 pending partner negotiations.
© SAP AG E2E040 6-1
© SAP 2008 / Page 1
Managing End-to-End Solution Operations: Course Content
Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP- Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
© SAP AG E2E040 6-2
© SAP 2008
Business Process Operations
Contents:
Job Scheduling ManagementBusiness Process and Interface Monitoring
Business Process Performance Optimization
Data Consistency and Data Volume Management
© SAP AG E2E040 6-3
© SAP 2008
Business Process Operations: Unit Objectives
After completing this unit, you will be able to:
Explain the characteristics and activities of the Job Scheduling Management
Describe the goals and processes of Business Process and Interface Monitoring
Explain the methodology and benefits of Data Volume Management
© SAP AG E2E040 6-4
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Business Process Operations: Unit Overview
Business Process Operations
Lesson 1: Job Scheduling Management
Lesson 2: Business Process and Interface Monitoring
Lesson 3: Business Process Performance Optimization
Lesson 4: Data Consistency Management
Lesson 5: Data Volume Management
© SAP AG E2E040 6-5
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Job Scheduling Management
Data Consistency Management
Data Volume Management
Business Process & Interface Monitoring
Business Process Performance Optimization
MRP Run 1000 Billing RunArchivingMRP Run 2000 ReorganizationBackup
MRP Run 3000 Transports
Job Scheduling Management
Besides the technical job documentation one should also document error-handling and monitoring procedures which also helps BPMon
If jobs exceed an expected maximum duration which might be detected by BPMon, then this might lead to a re-scheduling of the jobs
Jobs that check data consistency have usually a long runtime so that they need some special consideration in the scheduling. Additionally these jobs should often not run in parallel to dependent application related jobs. This leads to further scheduling restrictions.
Archiving and reorganization jobs have often long runtimes so that they need some special consideration in the scheduling. On the other hand the job runtime might be significantly improved by reducing the data volume to be processed
BPPO might reduce the runtime of long-running jobs or ease bottleneck situations by reducing the HW utilization of jobs.
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Job Scheduling Management – Process View
Business Department
IT Support Organization
Plan job request
Create job
Monitorjob
Test job
Run job
SAP Technology Operation Team
Perform Root Cause AnalysisError
Application Management Team
Create Job Request
Receive Confirmation
End/Key User
Schedule job
Document job
© SAP AG E2E040 6-7
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Example productive jobnet HR
Necessary for Job Scheduling Management are:
• Overview of all business and maintenance activities
• Organization for Job Scheduling Management
• Concept for Job Scheduling Management
- Tasks and responsibilities
- Time schedule
- Escalation procedures
• Tools for scheduling and monitoring.
Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:
There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.
There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.
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Operation Phases for Job Scheduling Management 1/2
PlanningGet an overview of which activities have to be executedMake a time schedule for all activities
Scheduling or ControllingInformation gained during the planning phase is brought into action Actual job data is entered into system landscape Some activities require user action (such as raising an event or manual start of job)Check that all activities stay on schedule
Necessary for Job Scheduling Management are:
• Overview of all business and maintenance activities
• Organization for Job Scheduling Management
• Concept for Job Scheduling Management
- Tasks and responsibilities
- Time schedule
- Escalation procedures
• Tools for scheduling and monitoring.
Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:
There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.
There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.
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Operation Phases for Job Scheduling Management 2/2
Monitoring and AnalysisSee if activities are canceled because of errorsFor certain background activities, error logs must be checkedBased on execution time, certain activities must be rescheduledReact to error situations (such as restart or abort background job)
All these activities should be performed centrally.
Necessary for Job Scheduling Management are:
• Overview of all business and maintenance activities
• Organization for Job Scheduling Management
• Concept for Job Scheduling Management
- Tasks and responsibilities
- Time schedule
- Escalation procedures
• Tools for scheduling and monitoring.
Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:
There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.
There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.
© SAP AG E2E040 6-10
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Influencing Factors 1/2
Time RestrictionsCertain business activities have time restrictions and requirements – such as the creation of deliveries between 8 a.m. and 9 a.m.
Resource RestrictionsHardware capacity (CPU, memory) is a restriction for activities running in parallel
Need for Maintenance ActivitiesPeriodic maintenance activities that require a time window or system downtime – such as database backups
Limitations on Activities Running in Parallel Functional limitations that certain activities should not run in parallel –such as document processing parallel to consistency checks
Hardware resources set a limit for the processing of parallel activities
Optimal performance and optimal throughput is reached if the hardware resources are used optimally
Hardware resources that can limit the parallel processing
• Number of CPUs (for application and database server)
• Available main memory
• Network capacity.
For an SAP R/3 infrastructure, available CPUs and memory are the most critical resources.
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Influencing Factors 2/2
Different Priorities for ActivitiesActivities in business operations always have different priorities – for example, document processing is more important than reportingPriorities are defined by the business and business owners
Different business owners see priorities differently – conflict!
Different Regional Requirements Regional subsidiaries of an international company can have their own requirements for scheduling activitiesCombination of the different requirements can be critical
In a solution landscape, some activities can be scheduled individually and others cannot. For example, you can schedule a database backup to run every night starting at 10 pm, but online sales order entry cannot be scheduled if customers place their orders by telephone. However, you can define a time window for customers calls, for example, the business hours of the call center.
Activities are associated either with business operations or with maintenance and administration.
• Business activities include all processing activities in the solution landscape that are required to run the business of the company. Typically, the activities come from the execution of the business processes or business reporting.
• Maintenance and administration includes all activities that are required to maintain and manage the hardware and software components.
© SAP AG E2E040 6-12
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Scheduling Requirements
New Requirements in SchedulingWith SAP NetWeaver as an integration platform, cross-component business process automation is required for ABAP and Java.Major parts of business processes are ‘scheduled’ (time-dependent, event-triggered).The ‘conventional’ SAP scheduling functionality is not sufficient to fulfill the business needs.SAP Partners with Redwood SoftwareRedwood is an industry-leading job scheduling software company (in SAP and non-SAP environments). Redwood has a deep integration into SAP Net Weaver. Additionally, the long standing software partnership between SAP and Redwood is the best basis for building an integrated job scheduling solution.
© SAP AG E2E040 6-13
© SAP 2008
Comparison: SM36 vs. SAP Central Process Scheduler 1/2
Scheduling of SAP and non-SAP jobsCentral Scheduling for entire system landscape
Mainly event-driven scheduling (higher throughput)
Job priorities between 1-100
Several logical queues can be created (e.g. per application)
Job chain functionality (job can wait for several events to happen, parallelization)
Process automation depending on raised events
Scheduling of SAP jobs onlyScheduling for one system
Mainly time-driven scheduling
Only three different job classes A, B, C
Only two queues (class A vs. class B and C)
No job chain functionality (job waits at max for one job to finish, no external parallelization)
No automation possible
SM36 SAP Process Scheduler
With SM36 it is only possible to schedule SAP jobs. The same applies for the Basic Cronacle version for SAP NetWeaver. With the Full Cronacle version it is also possible to schedule non-SAP jobs, operating system commands and Java Beans
While it is only possible with SM36 to schedule SAP jobs in the one system you are logged on to, with Cronacle it is possible to schedule SAP jobs centrally across the entire SAP System Landscape. With the Full Cronacle version it is also possible to really schedule across the entire (SAP and non-SAP) System Landscape centrally.
With SM36 the majority of jobs is scheduled time-driven as there exist technical restrictions that jobs can only react on one event at a time. Hence the job schedule is quite static and fix. With Cronacle most of the jobs are scheduled event-driven as one job can wait for several events to be raised (e.g. do not start before job A, B and C have successfully finished). Hence the job schedule is more dynamic and most of the time a higher/faster data throughput can be achieved.
SM36 allows only the differentiation between three job classes (A,B,C) where C should be the regular job and A should be reserved for those jobs that have to be executed under any circumstance. Cronacle allows a much broader differentiation of job priorities, i.e. values between 1-100
© SAP AG E2E040 6-14
© SAP 2008
Comparison: SM36 vs. SAP Central Process Scheduler 2/2
Several time frames can be defined and included/excluded into each other
One job definition can be used with different parameters
Sophisticated workload (depending on CPU utilization, Memory paging etc. )
Job dependencies across systems (SAP and non-SAP) consideredEnd-user jobs can be intercepted
Possible to check if all related child jobs are successfully finished
Not possible to schedule periodic jobs only at certain time frames (business hours)
One job per variant (e.g. per plant)
Simple workload distribution (depending on free BTC work processes)
Job dependencies hardly considered
No control over jobs that are directly scheduled by end-users
No control over parent-child jobs
SM36 SAP Process Scheduler
A common problem for customers is how to proceed with users that want to schedule ad-hoc jobs? So in the SM36 environment you can just decide if you give authorization to end-users or key-users to schedule jobs or if you don’t grant this permission. Once users have this permission the operations team responsible for job-scheduling has no control over these jobs. With Cronacle it is possible to define specific users or user groups which are checked for ad-hoc jobs. Whenever one of the mentioned users schedules a job this job is intercepted and checked for rules on how to proceed. Should the job really run immediately or should it be scheduled at a later point in time.
Example: Many end-users schedule execute reports on Friday afternoon where they are just interested in the result on Monday morning when they are back in the office. These jobs might block valuable resources on Friday afternoon that are needed for important jobs that have to be finished until Saturday. Hence the end-user jobs could be intercepted and then run on Sunday when there is not much load on the system.
If you have one report that should be scheduled with different variants (e.g. for different plants) via SM36 you have to define and schedule one job per variant. In Cronacle you could define just one job and schedule this job just with different parameters according to the needed variant. Hence you find far less job definitions in the system.
Example for parent child job is given on the next slides
© SAP AG E2E040 6-15
© SAP 2008
Scheduling in SAP Central Process Scheduler (1/2)
This is the UI for the Central Process Scheduler
© SAP AG E2E040 6-16
© SAP 2008
Scheduling in SAP Central Process Scheduler (2/2)
How to schedule a job in the Central Process Scheduler
© SAP AG E2E040 6-17
© SAP 2008 / Page 1
Work center – Job Management
© SAP AG E2E040 6-18
© SAP 2008
Workcenter Job Management
© SAP 2007 / Page 1
Workcenter CapabilitiesCentral job monitoring listDisplay documentionScheduling viewReportsJob creation messaging
Central TasksJob monitoring consoleJob documentation repositoryJob schedulingReporting
Related StandardsJob Scheduling Management
© SAP AG E2E040 6-19
© SAP 2008
Demo
DEM
O
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the work center „Job Management“ and the “job scheduling” in TT4
© SAP AG E2E040 6-20
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Business Process Operations: Unit Overview
Business Process Operations
Lesson 1: Job Scheduling Management
Lesson 2: Business Process and Interface Monitoring
Lesson 3: Business Process Performance Optimization
Lesson 4: Data Consistency Management
Lesson 5: Data Volume Management
© SAP AG E2E040 6-21
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Initial Customer Situation
Customer
Distributor
Warehouse
Supplier
Subcontractors
ProductionHeadquarter
EDIEDI
EDI
EDI
EDI
EDI
EDI
Complex solution landscape
Different systems in different physical locations
Large number of interfaces IT recognizes problem situation
Impossible to know business relevance of problem situations within the landscape
© SAP AG E2E040 6-22
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Customer
Distributor
Warehouse
Supplier
Subcontractor
Production
Headquarter
CRMSCM/APO
SRM/EBP
WMSLegacy System
Legacy System
SAP R/3
Purpose of Business Process and Interface Monitoring
Who reacts? How? When is 2nd level informed? Who is the escalation contact?
CRM - C00
Create Sales Order
SAP ECC - TT5
Create Sales Order
Check Availability
Run MRP
Procurement Process
Manufacturing Process
Create Outbound Delivery
Post Goods Issue
Create Billing Document
Warehouse - TT5
Create Outbound Delivery
Confirm Picking Transfer Order Post Goods Issue
SAP ENTERPRISE
PORTAL - EPP Create Sales
Order
Create Picking Transfer Order
Problem occurs somewhere in the solution landscape
Which part of the core business process is affected?
Purpose of Business Process Monitoring is to help you determine the business relevance of problems in your system landscape and enable your solution support organization to
• detect business critical situations as fast as possible (before they disrupt the flow of the business process) by defined monitoring responsibilities (who is supposed to notice the problem) and monitoring tasks (what has to be done to observe a problem)
• react effectively and efficiently in case of problems to solve them as quickly as possible by defined error handling procedures (how do you have to react) and escalation paths (whom do you have to contact if the error handling procedures don’t solve the problem).
This way, you prevent cost-intensive downtime of the business process.
© SAP AG E2E040 6-23
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Typical Error Situations for Sample Process
CRM - C00
Create Sales Order
SAP ECC - TT5
Create Sales Order
Check Availability
Run MRP
Procurement Process
Manufacturing Process
Create Outbound Delivery
Post Goods Issue
Create Billing Document
Warehouse - TT5
Create Outbound Delivery
Create Picking Transfer Order
Confirm Picking Transfer Order
Post Goods Issue
SAP ENTERPRISE
PORTAL - EPP
Create Sales Order
MRP run not started
Job SD_CREATE_SALES_ORDERS_2Hcancels regularly
Replication of the Outbound Delivery fails
Goods Issues are not posted
Sample process “Order to Cash” for company IDES
The are typical error situations that would be covered by Business Process sand Interface Monitoring.
© SAP AG E2E040 6-24
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Definition of Business Process and Interface Monitoring
Definition of Business Process and Interface MonitoringBusiness Process and Interface Monitoring is the proactive and process-oriented monitoring of the most important or critical business processes of a company.It includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes.Organizational processes must be designed and controlled.
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Functional Scope of Business Process Monitoring
Includes the solution-wide observation of:Job scheduling managementKey Performance Indicators (performance, throughput)Business application logs (e.g., application log, due list log etc.)Business process completionData transfer via interfaces between software componentsTechnical infrastructure and components required to run the business processes
Comprises:Detailed procedures for error handling and problem resolutionPrecise definition of contact persons and escalation proceduresTight integration into the customer’s solution support organization.
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Starting Point for Business Process and Interface Monitoring concept
StrategicFramework
Technicaland Integration Design
Technical and Operations
Implementation
Cutoverand Start ofProduction
Operationsand Continuous
Improvement
Define and Create
a Monitoring Concept
Implement theMonitoringConcept
Start Monitoring
Continuous Improvement
Phases of a Software Implementation Project
Ideal Starting Point: Creation of Monitoring concept started during the “Technical and Integration Design” phase of implementation project
Later Starting Points:Establishing a Business Process and Interface Monitoring concept can be started during a later phase of at any time during the productive operation of the business processes.
A Business Process Monitoring concept is part of the operations concept for the entire solution. It should ideally be established during the implementation phase of a project and be handed over to productive operations with the GoLive of the business processes. This way the business processes are already properly monitored after they have gone live.
Creating a Business Process Monitoring concept consists of several steps.
© SAP AG E2E040 6-27
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APM
DIALOG
RACER
TARSYS
SOWAS
RECALL
MEDIF
Mailings
MAIL/KMAIL
MABON
Kreditorg. VIL
KOPAS/PROFIS
GEWAS
FAVAS
ELBA
UNFAS
Accident
BIBLO
PEDATIS-AVU
xsdLDE-LINIE
BALTIS / BAV
PENSION DIAS
Insurance
DEPOT/DB2
DE-HLS
LDE-RACER
xsdLDE-Mail
LDE-X500
WEGA
Example: Interface overview personal administration
PERSONAL -administration
BASIS 2
PEPlan
Course Planning
ORGMAN
WANDA
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DFER
Time Management
Zimt-Kobra DB2
IDENTA
FI
DIALYS
Costs
Hours 1. SA61
Hours 2 SA29
K123S / Ye234Sovertimeit
Loan Reporting
V.I.S.Bank 2:BZA-Einzelnachweis
Bank 3:xx077ABank 4:yy970A
Consumers
Wesas:SA51 Payroll view
Wesas:Worked hours
Wesas:SA63 worked hours.
Houses
PVCSEDRDiv. Bank Interfaces BIAS-IKTS Bank internal
BKK-LBR / IDV-BKK
Depot
American Express
Liss
Sammelinkasso
VOTEX
VW-BKK
ZUBESY
4 Schnittstellen ZWP
Rentenversicherung
MBFGewerkschaft IGM
Internal Insurance
Statisches Landesamt Salessystem
Beitragsrückstellung
Medical
MABES
Time reduction
CO
Div. Bank Interfaces
Div. Bank Interfaces
Example: Interface overview Time and Payroll
Masterdata
Payroll
© SAP AG E2E040 6-29
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PDAL1PLoanactive
MCX
XCD
PDSXCPKeys
PDEG1PPayrollLeave
xxEL1PLoanLeave
Pension
PDAG1PManager
active
PDAA1PExpatiots
Workers
PDDBNPName
PDRXAPLog –Files
Time –InformationPDDXBP
Ilnnesarchiv
PEZXSPKey 2
SocialContact.
PDV01PAvailability
PDZ01PAccess
PDNXGPBirthday
Accident
PDSXZPWorking-systems
Cost -center
PDFL1PSpecialWorkers
1
2
3
1,2
1,2,3
1,2,31,2,3 1,2,3 1,2
1B,2,3B
1,2,3
1B,2,3B
3B
1,2,3
2
211,2,31,2,3
2
1,2
3
3
1
111
1
DB will not be integrated
DB will be integrated
Example: System Integration
© SAP AG E2E040 6-30
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Work Center - Business Process and Interface Monitoring
© SAP AG E2E040 6-31
© SAP 2008
Workcenter Business Process and Interface Monitoring
© SAP 2007 / Page 1
Workcenter CapabilitiesBusiness process alert graphicsDrill-down from graphic to alert analysisReportingLink to projects and directory
Central TasksView alerts by processNavigate from process graphic to alertsReporting
Related StandardsBusiness Process & Interface MonitoringException HandlingData integrityJob Scheduling ManagementTransactional ConsistencyData Volume Management
© SAP AG E2E040 6-32
© SAP 2008
Demo
DEM
O
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the Work Center - Business Process and Interface Monitoring
Show the solution directory and then drill down in the business process monitoring
© SAP AG E2E040 6-33
© SAP 2008 / Page 1
Business Process Operations: Unit Overview
Business Process Operations
Lesson 1: Job Scheduling Management
Lesson 2: Business Process and Interface Monitoring
Lesson 3: Business Process Performance Optimization
Lesson 4: Data Consistency Management
Lesson 5: Data Volume Management
© SAP AG E2E040 6-34
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Non-SAP SAP ERP
Step 2b
SAP SCM SAP BI
Step 5Step 2a
Step 4c
Step 1 Step 4b
Step 3
Step 4a
Input Output
Goal: The BPPO wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process
Goal of the Process Performance Optimization (BPPO) approach
Goal: Business Process Performance Optimization (BPPO) wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process
Example of Data Flow from Legacy over SAP ERP, SAP SCM to SAP BI system
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Reduce utilization of hardware resources to manage business volume growth
Managing Performance if Business Volume is growing
Support Continuous Improvement
Detect and eliminate bottlenecks as early as possible
Performance of Processes after Go Live – Challenge of first Period Closing
Support Cutover / Go Live
Performance Analysis & Tuning
Check Performance of time critical Processes & Steps
Support Integration Testing
Our Value ChallengesRelevant Life Cycle Phase
When is BPPO applicable?
BPPO is most applicable if you anticipate or already faced performance bottleneck situations
The business processes and their dependencies need to be understood in both cases (during implementation and operations):
BPPO is applicable during implementation and operations
© SAP AG E2E040 6-36
© SAP 2008 / Page 1
Business Process Operations: Unit Overview
Business Process Operations
Lesson 1: Job Scheduling Management
Lesson 2: Business Process and Interface Monitoring
Lesson 3: Business Process Performance Optimization
Lesson 4: Data Consistency Management
Lesson 5: Data Volume Management
© SAP AG E2E040 6-37
© SAP 2008
Reasons for Data Inconsistencies: Why they occur
User LevelData inconsistencies due to
Real world operation ≠ system transactionWrong programming of transaction
Application LevelData inconsistencies within one system or between two systems due to
Logical inconsistencies in application integrationErrors in application programsAbsence of error handling
Technology LevelData inconsistencies due to
Absence of transactional correctnessData Loss
Transactional Consistency
SAP provides standards for check routines and consistency reports/procedures that allow synchronizing the transactional data end to end across the different business applications.
Data Inconsistencies
Standard and best practice to avoid Data Inconsistencies
• Prevention Data Inconsistencies with Cross-System-Monitoring controlling transport logistics (“No Transports into a Running System” and “No Changes to Existing Customizing Objects)
• Ensure business continuity while having data inconsistencies and corrective activities
© SAP AG E2E040 6-38
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Inconsistency Assessment
Which Business Objects and Processes are affected? What is the business impact of the inconsistency? Severity
Difference vsInconsistency
Technical Understanding
User Level
Leading Systems
Transactional Correctness
How has the inconsistent behavior been noticed and identified ? Is the difference reproducible or did it occur only once? Do the inconsistencies disappear and appear again after some time? Are the same inconsistencies reported? How did you see that they are the same?
How does the detection work technically? Which tables and table fields are compared? How is the data mapped?
Has a new system or process been introduced recently? Did the end user training contain instructions how to handle exceptions? Have the users been used to another system/transaction/report for similar tasks in the past?
What is the role of the involved system? Which one is the leading system? Which tables and table fields are mapped? Are interfaces to other systems involved in these steps or in prior steps regarding the used business data? What interface technology do you use between the two systems? Is custom made coding used? Do you trigger more than one step by one call of the interface? What measures have been taken to ensure that the interfaces are transactional correct? Please describe your monitoring and error handling concept
Goal of the assessment is to identify potential root causes. The same considerations governing the assessment need to be taken into account during daily operation of the systems and business processes. Very often one of the most crucial decisions to be taken is if you can continue working in the system or whether you have to stop the productive work. For this decision the situation and the possible impact of a continuation versus a stop of system usage needs to be gauged carefully based on the business impact in both cases. Thus, the first step of the assessment should be to understand the business impact and which processes and data are affected.
Once the severity of the inconsistency has been established and it is known which business process are affected the next step should be to investigate the inconsistency detection process and the inconsistency in more detail. The questions should aim to find out whether there is a true technical inconsistency or just a temporary difference.
Sometimes differences reported as technical inconsistencies with a request for correction are no real technical inconsistencies but for example temporary inconsistencies. Sometimes wrong data are compared, the used report is handled incorrectly or the results are interpreted wrongly. Correcting for example temporary inconsistencies leads again to inconsistencies. Therefore one of the first steps to be done for the root cause analysis of a reported inconsistency is to clarify how the inconsistency has been found. This process should be checked critically.
The next questions should collect more detail on the process and provide the technical data background to verify the correctness of the data mapping and inconsistency checking process.
When more than one system is involved other root causes than in a one system environment may exist. The analysis path differs from the path with only one system.
© SAP AG E2E040 6-39
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Example reports to detect Inconsistencies
CRM: DIMa: Data Integrity Manager (CRM <-> R/3, CRM <-> mobile client database)
R/3, ECC: transaction LX23: Stock Comparison Inventory Management/Warehouse Management
APO: /SAPAPO/CIF_DELTAREPORT3 APO-CIF - Compare and reconcile transaction data
APO: /SAPAPO/SDRQCR21 R/3 APO SD Order/Deliveries, requirements and all SD Mapping tables
APO: /SAPAPO/TS_LCM_CONS_CHECK APO: Consistency Check for Time Series of DP and SNP of a selected Planning Area
APO: /SAPAPO/CONSCHK APO: Model consistency checker
APO: /SAPAPO/OM17 overall internal consistency between liveCache and APO-DB LC
R/3, ECC: SDRQCR21: Recovery of Sales and Delivery Requirements
R/3, ECC: transaction MB5K (RM07KO01): Stock Consistency Check
R/3, ECC: RM07MMFI - MM/FI Balance Comparison
© SAP AG E2E040 6-40
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Business Process Operations: Unit Overview
Business Process Operations
Lesson 1: Job Scheduling Management
Lesson 2: Business Process and Interface Monitoring
Lesson 3: Business Process Performance Optimization
Lesson 4: Data Consistency Management
Lesson 5: Data Volume Management
© SAP AG E2E040 6-41
© SAP 2008 / Page 1
Data Volume Strategy: Methodology
Data Avoidance
Data Summarization
Data Deletion
Data Archiving
Reduction of DB-growth
Reduction of DB-size +DB-growth
Data Volume Strategy
Overview of Standard Methodologies of DVM Strategy
© SAP AG E2E040 6-42
© SAP 2008 / Page 1
Data Volume Management Process 1/2
Data VolumeScoping
Data Volume Strategy
Identify the focus for reducing database size and growth
Decision on Optimization Strategy (Data Volume Strategy vs. Business Process Analysis )
Detailed analysis regarding the feasibility of implementing reduction options
Avoidance, Summarization
Deletion, Archiving
Considering business process requirements (workshops with business experts), technical constraints
© SAP AG E2E040 6-43
© SAP 2008 / Page 1
Data Volume Management Process 2/2
Data Volume Reporting
Focus on reporting of
Current database size and growth
Current data archiving activities
Reduction potential by data deletion and data archiving
Identification of
Additional data reduction potential
Optimization potential for data archiving
Basis for
Management Reporting
Decision-Making of follow-up actions
© SAP AG E2E040 6-44
© SAP 2008 / Page 1
Sample Business Scenario: Distribution of the Top 20 Tables across Document Types
CO-Documents
EC-PCA-Documents
FI-SL-Documents
Cost Estimates
ML-Data
Compressed Data from FI/CO Documents
FI-Documents
Idocs
Application Logs
Object Status
Reservation/dependent requirements
Material Documents
Order completion confirmations
Analyzed DB-Size of 405 GB
COEP, COEPL, COSP, COSS
159 GB; 39%
RESB 24 GB; 6%
JEST 12 GB; 3%
BALDAT 11 GB; 3%
EDIDS 29 GB; 7%
BKPF, BSIS 22 GB; 6%
ACCTIT, ACCTCR 28 GB; 7%
MLIT, MLCR,CKMLPREKEPH
33 GB; 8% CKIS 17 GB; 4%
GLFUNCA 13 GB; 3%
GLPCA 31 GB; 8%
AFRU10 GB; 2%MSEG
17 GB; 4%
Shows the distribution of the top 20 tables across the document types
© SAP AG E2E040 6-45
© SAP 2008 / Page 1
Sample Business Scenario: Archiving History of SAP ERP System
12.542.77994624.257.568277Total
...…………………
269
78.665
3.015
35.543
5.160.607
590.589
21.320
2.049.756
5.260.731
5.953.137
5.099.460
612
Archived Objects)
88
8
2
4
120
26
9
75
181
205
178
5
Number of
Archiving Files
20.12.2002
19.10.1999
30.11.1999
25.10.1999
23.05.2004
26.11.1999
19.02.2003
22.07.2004
29.07.2004
22.07.2004
22.07.2004
22.11.1999
Last Run
6.78526.10.19992MMMM_EKKO
4.284.23121.05.200483CAIDOC
29.49325.10.19991MMMM_EBAN
553.00407.05.20048CO-PCCO_ML_SPL
1.600.36205.05.200411CO-PCCO_ML_DAT
1.637.00407.05.20046CO-PCCO_ML_IDX
5.97401.12.200290MMMM_SPSTOCK
32.27419.10.19991MMMM_MATBEL
561.34531.07.19997FIFI_DOCUMNT
89.08202.11.19997COCO_ORDER
3.682.91803.05.200412CO-PCCO_ML_BEL
46.25620.10.19994COCO_COSTCTR
Size of Archive Files (KB)First Run
Archiving RunsAreaArchiving Object
It shows the performed archiving activities on the system
Regarding the last run you can see if archiving is used currently and also how often and how efficient
Only complete arching runs (archiving write and deletion completed) are listed
© SAP AG E2E040 6-46
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Example: Archiving Potential of Top Tables per Appl. Component
Archiving Potential per Application Component
CA
CO
CO-PC
EC-PCA
FI
FI-SL
MM
Others
11 %
13 %
4 %
15 %
4 % 3 %
37 %
13 %
24,9OTHERS
29,8MM
9,8FI-SL
34,7FI
9,8EC-PCA
7,6CO-PC
84,7CO
29,9CA
Archiving Potential (GB)Application Component
After the Top Tables with their archiving potential are identified, this archiving potential will be summarized on application level
This is helpful for decision for which area the implementation or optimization of the DVM strategy should be started
In the case above, the top areas are Controlling (CO), followed by Accounting (FI) and Material Management (MM) and Cross Application (CA)
© SAP AG E2E040 6-47
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0,0Rest of data (all years)
23,7Rest of years (data archivable)
1,82000
3,32001
5,92002
53,82003
145,32004
162,42005
Data Volume (GB)Year(s)
Example: Data Volume of Top Tables per Year
Archiving Potential per Year
2005
2004
2003
2002
2001
2000
Rest of years (data archivable)
Rest of data (all years)
6 %0 %
1 %
14 %
37 %
41 %
0 %
This example shows the distribution of the data volume from the top tables over then years.
In this example 2005 is the current year and we decide as assumption that the data of the current year could not be archived regarding an average residence time of 12 month.
If the inquiry day of DVR is e. G. in July 2005 so we calculate that also data of the year 2004 could not be archived. Note, this is a very rough calculation and should only give an idea about the reduction potential.
In this example we see that the data older than 2004 are candidates for archiving and we can estimate the reduction volume.
Rest of years (data archivable) regards data which are older than 2000.
Rest of data (all years) concern data of all years which could not be reduced by archiving, if a corresponding archiving objects doesn‘t exist.
© SAP AG E2E040 6-48
© SAP 2008© SAP 2007 / Page 1
Siemens: E2E Business Process Integration & Automation
© SAP AG E2E040 6-49
© SAP 2008 / Page 1
Introduction: Unit Summary
You should now be able to:Explain the characteristics and activities of the Job SchedulingManagement
Describe the goals and processes of Business Process and Interface Monitoring
Explain the methodology and benefits of Data Volume Management
© SAP AG E2E040 6-50
© SAP AG E2E040 7-1
© SAP 2008 / Page 1
Managing End-to-End Solution Operations: Course Content
Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP- Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
© SAP AG E2E040 7-2
© SAP 2008
Technical Operations
Contents:System Monitoring and System Administration
Service Level Management
© SAP AG E2E040 7-3
© SAP 2008
Technical Operations: Unit Objectives
After completing this unit, you will be able to:Explain the characteristics and benefits of System Monitoring
Describe the goals and processes of Service Level Management
Explain the characteristics of System Administration
© SAP AG E2E040 7-4
© SAP 2008 / Page 1
SAP Standards for Technical Operations
The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape.
The key role for SAP technical operations is the system administrator.
Specifically, the main focus points are system administration and system monitoring.
Definition MonitoringMonitoring is a periodic, manual or automated activity to determine the status of a process or a component
We distinguish between a business level and a technical level of monitoring
Monitoring is a prerequisite for Alerting, Reporting and Analysis / Resolution
System Administration
The system administration standard describes how all SAP technology (for example, SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware) must be administered to run a customer solution efficiently.
The typical tasks of system administration include starting and stopping of systems, applying changes to technical configuration based on the change control workflow, performing imports based on a change control workflow, applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, doing system diagnostics, managing jobs, and run backup and recovery.
System Monitoring
The system monitoring standard covers monitoring and reporting of the status of IT solutions.
The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.
In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.
© SAP AG E2E040 7-5
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Proactive Monitoring vs. Reactive Monitoring / Alerting
Expert Monitoring is manual work.Identify issues that are not captured via automatic monitoring.Should give hints for resolution of identified problems Identify problems that are based on long-running trends.
Administrators with expert knowledge in different areas are required
Reactive Monitoring tries to notify the administrators in critical situations as soon as possible.
Via automatic notification mechanisms
Definitions of Key Performance Indicators (KPIs) and their thresholds are required
Proactive Monitoring tries to avoid critical situationsbefore they occur.
To be reminded of the necessary monitoring tasks, interactive work lists are needed
Expert MonitoringReactive Monitoring / Alerting
Proactive Monitoring
In practice proactive monitoring means in most cases expert monitoring.
Tasks for proactive monitoring:
JAVA-World – Weekly Memory trend analysis.
ABAP-World – Analysis of time out for dialog transactions, dump analysis.
© SAP AG E2E040 7-6
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Solution Monitoring – Different Perspectives
AvailabilityAvailability Redundancy
PerformanceResponse times ThroughputWorkload/resource Management
AccuracyData integrityData currencyRecoverabilityScheduled maintenance
SecuritySystem usersSystem resourcesAccess controlIntrusion detection
Expectations
Responsibilities / Viewpoints
Systems Business Processes Interfaces
Time Schedule
Alert Monitoring “Keep the business running” tasks
Service Level Management & ReportingContinuous improvement, planning tasks
Business Scenarios and Components
SAP Customer Relationship Management
SAP Supply Chain Management
SAP Business Intelligence
SAP Basis System Databases SAP
ITSSAP
LiveCacheBusiness Connector
hourly tasks daily weekly monthly
SAP Logistics,SAP Financials
The users of an application are employees, customers, or partners (for example, suppliers) of the company that owns the application. The satisfaction of these users is one of the main goals that must be achieved. Accordingly, the monitoring concept must cover the performance indicators that correspond to the expectations and requirements of users.
You can ask, for example, "What will users expect from an Internet application that they use to place a goods order or make a bank transaction?" The answer will probably identify four main expectations:
• The application should be available when the user needs it
• The application should run with an acceptable performance
• The application should run correctly (in other words, users want to receive the product as displayed; in addition, the price on the bill should match the price on the order)
• The application should be secure, that is, no one should be able to manipulate user data
The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.
In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.
© SAP AG E2E040 7-7
© SAP 2008 / Page 1
Solution Monitoring
Solution Monitoring – Long-term and Real-time
System Monitoring
Real-time monitoring of business processes and system components based on the CCMS infrastructure
Business Process and Interface Monitoring
Monitoring for core business processes, covers all technical and business application-specific functions required for a smooth and reliable flow of business processes
Service Level Management
Periodic, long-term and cross-system reporting including business processes based on SAP EarlyWatch Alert
This is an overview of the Solution Monitoring functionalities in the SAP Solution Manager. It offers an complete solution to monitor all relevant functions within your landscape: No matter if you have SAP or non-SAP systems.
© SAP AG E2E040 7-8
© SAP 2008
Technical Operations: Unit Overview
Technical Operations
Lesson 1: System Monitoring
Lesson 2: Service Level Management
Lesson 3: System Administration
Lesson 4: E2E Expert Competence
© SAP AG E2E040 7-9
© SAP 2008 / Page 1
Monitoring Concept - From where to start?
1. Solution LandscapeWhat are the critical Business Processes?Which components are relevant for critical Business Processes?
SAP EP
3rd PartySAP BW
SAP R/3
SAP XI
2. Monitoring KPIs and Alert listsWhich SLAs exist (business and technical)? What exactly should be monitored for each system component (exact requirements)?What is the technical background of the shown values?
SLA
3. Rating CriteriaWhat are the possible thresholds for alert monitoring?What are the consequences if values are not normal (business impact)?Who must be notified?
4. Tools and ProceduresWhich tools and functionalities are available / required to meetthe defined requirements?
Monitoring Concept:
As a first step towards the setup of a monitoring concept the customer has to answer all those questions in a reasonable way.
© SAP AG E2E040 7-10
© SAP 2008 / Page 1
General Approach to setup Monitoring Concept
Solution Landscape
Tools and
ProceduresSLA Metrics and
ThresholdsMonitoring
Process Flow
document
Monitoring Results
document define define setup
Compare Results
Continuous Improvement in different phases of the software lifecycle
Steps to setup Proactive Monitoring and Alerting
Continuous Improvement
New / undetected incidents caused critical situationsChanges in the data volume / system workloadChanges in business processes landscape configuration
What should be done to recognize problems (new indicators)?
Are the threshold values still reasonable?
Are the new components / steps monitored?
receive
Steps how to set up Monitoring and Alerting.
Monitoring is a continuous process: different phases of the software lifecycle require to reconsider and maybe redefine threshold values
© SAP AG E2E040 7-11
© SAP 2008 / Page 1
Central Monitoring and Administration System (CEN)
The concept of the monitoring infrastructure assumes that you declare a system in your system landscape to be the central monitoring system (CEN), which ideally is a double-stack system.
SAPAS ABAP
Non-SAP component SAP AS Java
Agent
Solution Manager
Non-SAPTools
BusinessIntelligence
Central Monitoring Infrastructure
ABAP Stack
Java Stack
SAP NetWeaverAdministrator
SAP Basis ≥ 3.0
Agent
Agent
Agent
With the Central Monitoring System (CEN) it is possible to monitor:
• SAP R/3 systems,
• SAP Java Based Systems (AS JAVA),
• SAP ABAP based Systems (AS JAVA),
• SAP Double stack Systems (AS JAVA + AS ABAP),
• Non-SAP-Systems
For a central administrative approach, we recommend that you set up a “central operations hub”, a host on which a SAP NetWeaver double-stack system is installed for central monitoring and administration (CEN), together with other tools that support administrators in their daily work.
SAP strongly recommends that you use a dedicated, non business system for central monitoring with the highest release available to be able to use the newest functionality.
The central monitoring system can be the same system on which the SAP Solution Manager runs. This option implies minimum total cost of operations (TCO). SAP Solution Manager 7.0 is a double-stack system, which is based on SAPs newest platform called SAP NetWeaver7.0.
However, it may make sense to run the central CCMS monitoring infrastructure and SAP Solution Manager on two separate systems. This option implies maximum flexibility. With two systems, no dependencies exist regarding release und upgrade cycles. Moreover, company policy may demand to separate implementation and operation activities into two separate systems.
…
© SAP AG E2E040 7-12
…
The monitoring information of your system landscape can be displayed in monitors of CEN in CCMS itself. Alternatively, monitoring information can also be displayed in SAP NetWeaver Administrator and in Solution Manager, or in third-party system management tools via certifiable interfaces.
For non ABAP based systems, workload metrics are collected with Wily Introscope (a third party application performance management system licensed by SAP and free of charge to SAP customers for SAP standard products) and reported into SAP Solution Manager. They can be displayed in SAP Solution Manager either with Online Dashboards or End-to-End Workload Analysis (hourly aggregated). SAP recommends to implement End-to-End Diagnostics especially for all landscapes containing any Web AS Java based solution, SAP Enterprise Portal, SAP Exchange Infrastructure, BI with Java Frontend, Master Data Management, ERP 6.0 and CRM 4.x and higher.
© SAP AG E2E040 7-13
© SAP 2008 / Page 1
Proactive Monitoring and Alerting Infrastructure
BI Reporting
Wily EM
ABAP
CCMS Monitoring Infrastructure
COMPONENTDIAGNOSTICS
CROSSCOMPONENTDIAGNOSTICS
Proactive Monitoring and Alerting(HEALTH CHECK)
Currently not available
SAP Solution Manager
RZ20 Alert Management
3rd Party
Non-ABAP
Central Monitoring of SAP Landscapes With its Computing Center Management System (CCMS), SAP provides a flexible and universally
applicable infrastructure, with which you can monitor the entire IT landscape centrally and which proactively reports problems that occur.
CCMS is an integral part of SAP technology (for details review note 209834)
It is flexible and fully scalable.
Monitoring data from the whole landscape is displayed by:
• SAP NetWeaver Administrator
• CCMS Alert Monitors
• SAP Solution Manager
• Third-party monitoring tools
Open integration with third-party products
Free of charge infrastructure
© SAP AG E2E040 7-14
© SAP 2008 / Page 1
ALM
forwarding alerts viaemail, SMS, fax, pager,
Central Monitoring System (NetWeaver04, 07)
SAP Solution Manager 4.0 (incl. Diagnostics)
Introscope
IntroscopeEnterprise Manager
Wily Introscope
Diagnostics Alerting
Solution Manager 7.0(NW2004S)
also possible asCEN server
SolMan
Non-SAP
3rd party (Tivoli)
Alert Management
ccmsping
CEN
monitored system
sapccmsr, sapccm4x
Message server
IntroscopeAgent
SMD Agent
Environment Performance
Agent
Example: Alerting/Diagnostics Infrastructure
3rd party monitoring
alerting server (Tivoli)
CCMS
Tivoli CCMS end-point
saposcol
Here, an example alerting infrastructure of a real customer is shown.
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 an 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.
© SAP AG E2E040 7-15
© SAP 2008 / Page 1
Work center – System Monitoring
© SAP AG E2E040 7-16
© SAP 2008 / Page 1
Workcenter System Monitoring
© SAP 2007 / Page 1
Workcenter CapabilitiesSystem OverviewAlert InboxProactive MonitoringConnectivity MonitoringReports (systems / solutions)Job Monitoring
Central TasksSystem Monitoring OverviewProactive / reactive monitoring
Related StandardsSystem Monitoring
System Monitoring Overview
Alert Inbox • Create Service Messages for Alerts
Proactive Monitoring • ABAP / Java Monitoring
Connectivity Monitoring • ABAP / HTTP / TCP-IP connections
Job Monitoring (Background job monitoring)
Reports • Systems (IT Performance Reporting) • Solutions
- Service Level Reporting - Availability Reporting
Setup • Setup System Monitoring (guides you into the SAP Solution Managers Setup session) • Setup IT Performance Reporting (lets you install and configure the BI based IT Performance
Reporting) • Early Watch Alert (Configure settings for EarlyWatch Alert) • Service Level Reporting (Configure settings for Service Level Reporting) • Connectivity Monitoring (Configure settings for Connectivity Monitoring) • Solution Creation (here you can create a solution)
© SAP AG E2E040 7-17
© SAP 2008
Demo
DEM
O
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the work center „ System Monitoring“ in TT4
© SAP AG E2E040 7-18
© SAP 2008 / Page 1
Technical Operations: Unit Overview
Technical Operations
Lesson 1: System Monitoring
Lesson 2: Service Level Management
Lesson 3: System Administration
Lesson 4: E2E Expert Competence
© SAP AG E2E040 7-19
© SAP 2008 / Page 1
Service Level Management
Service Level Management
means to measure specific system parameters in accordance with Service Level Agreements between two parties (e.g. organizational units) involved in themanagement and operation of a SAP solution.
Goals of Service Level Management
Encourage both provider and customer to realize that they have joint responsibility.Makes the provider more focused and accountable.Encourage the customer to consider, document and define their real business needs.
Service Level Management Process
Continuous Improvement of the Service Level Agreement (SLA):
• Define the SLA
• Assign the SLA owner
• Monitor the SLA compliance
• Collect and analyze data
• Improve the service provided
• Redefine the SLA
Why is Service Level Management a process?
Changing number of user and data volumes
Growing business
Usage in new business areas
New and changing processes
Learning from earlier problems and experiences
Changing Business Requirements drive the change in system operations.
© SAP AG E2E040 7-20
© SAP 2008 / Page 1
AudienceExecutive ManagementLines of BusinessInternal to ITOutside customers
Types of ReportingExecutive SummaryAvailability Reporting, RecoveriesPerformance reportingWorkload VolumesSecurityCost AllocationDaily, weekly, monthly reports
Service Level Reporting
Service Level Reporting
… is an important communication vehicle between the IT department, the user community, and the lines of business. It should be viewed as a means for demonstrating the value of IT services and as a way to promote the quality of services provided by the IT department.
The types of reporting can vary and be adjusted according to the audience and involved stakeholders.
© SAP AG E2E040 7-21
© SAP 2008 / Page 1
Application Management Service Desk Expert Teams
User IT InfrastructureHardware, Software
Service Level Management (IT)Service Level AgreementService Level Reporting
Software Change Management
IncidentManagement
Escalation
De-EscalationContinuous ImprovementMonitoring
ReportingService GoalsService Goals
Problem Handling
Usage
CustomerBusiness Process Owner
Operational RequirementsAvailabilityPerformanceAccuracySecurity
CatalystR/3APO
Root CauseAnalysis
SLAs: Stakeholders and Interactions
In general the are two involved parties in operations of an IT system, the customer (Business Process Owner) and the Solution Operations Organization.
Between these two parties a Service Level Agreement proved by Service Level Reporting should be in place.
In the Service Level Agreement the Service Goals for Service Desk and Expert Teams are defined.
The Service Desk is the first contact for the end users in case of problems. The Expert Teams are informed to solve the problems.
System Administration is involved in Service Desk, Expert Team, and IT Infrastructure.
© SAP AG E2E040 7-22
© SAP 2008 / Page 1
SAP Solution Manager
Satellite Systems
System Monitoring
Continuous Monitoring:Service Data Download
(SDCC)
Real-time Monitoring:CCMS Monitoring
Infrastructure (RZ20)
Service Level Reporting – Data Collection
SAP EarlyWatchAlerts
Business Processes
ServiceLevelReporting
Critical Alert Situations:
Business Process Monitoring
Real-time versus Continuous Monitoring in SAP Solution Manager.
© SAP AG E2E040 7-23
© SAP 2008 / Page 1
Possible Technical KPIs in Service Level Agreements
Categories for Technical KPIs
High Availability RequirementsSystem & Performance ManagementNetwork, Operating SystemInterfaces ManagementSizing, Data Volume, ArchivingFault and Error ManagementDatabase ManagementChange ManagementSecurity & User Management
Some examples of categories for technical KPIs in SLAs.
© SAP AG E2E040 7-24
© SAP 2008 / Page 1
Examples for Key Performance Indicators (KPIs)
Business KPIs99% of all orders placed before 2 p.m. are delivered on the same day95% of the trucks leave the warehouse before 4 p.m.99% of VA01 transactions have a response time less than 2 sec (requirement for telesales)Should be already considered during business process design.
Technical KPIsSystem availability > 99% excluding planned downtimeDB free space is always > 10% of the DB sizeCould be verified by the Service Level Reporting.
Examples for Key Performance Indicators (KPIs)
Some examples of business and technical KPIs in SLAs…
© SAP AG E2E040 7-25
© SAP 2008 / Page 1
Business and Technical Requirements
The business requirements drive the technical and operational environment in a solution landscape
Business requirements and constraintsOrders posted before 9 a.m. should be delivered the same dayOrders should be ready for delivery in the truck before 4 p.m.Time for picking and printing of transport documents is 2 hours Maximum number of fast orders per day is 10000
Technical and operational requirementsJob to generate picking list should be finished before 2 p.m.Parallel processing may be requiredDeliveries should be created as soon as possible, so create delivery job runs at 9 a.m.Jobs should be monitored in view of completionCreation and sending of IDocs should be monitored on a regular basis Error handling procedures for failed jobs and IDocs should be in place
Examples for business and technical requirements that result from the KPIs that have been defined.
© SAP AG E2E040 7-26
© SAP 2008 / Page 1
Technical KPIs - example
Example for a summary of main KPI values that come from a real customer SLA.
BI Web Reporting on system EBG (development system) and EBH (productive system).
© SAP AG E2E040 7-27
© SAP 2008 / Page 1
Technical Operations: Unit Overview
Technical Operations
Lesson 1: System Monitoring
Lesson 2: Service Level Management
Lesson 3: System Administration
Lesson 4: E2E Expert Competence
© SAP AG E2E040 7-28
© SAP 2008 / Page 1
System Administration
Solution Manager
Central Monitoring InfrastructureABAP Stack
Java Stack
SAP NetWeaverAdministrator
ABAPSystem
JavaSystem
Non-SAPComponent
Monitoring and management connectivity layer (JMX, Agents, etc.)
Monitoring and Management
Productive Landscape
SLD
NWASLDUMELog Viewer
CCMS Data and AlertsWorkload StatisticsDatabase AdministrationCentral User AdministrationTransport Management Service
System administration must be done on the ABAB and the Java stack of a NetWeaver installation, both locally and landscape-wide, using the appropriate tools provided by SAP Solution Manager, CCMS and, in the case of Java components, in NetWeaver Administrator, among others.
© SAP AG E2E040 7-29
© SAP 2008 / Page 1
System Administration – SAP Tools*
*does not show all available tools
ABAP stackCCMS Data and Alerts Workload StatisticsCentral User AdministrationTransport Management Service
JAVA stackSAP NetWeaver Administrator (NWA)Visual AdministratorSystem Landscape Directory (SLD) User Management EngineLog Viewer
Standalone EnginesTREX AdministrationMDM Console
DB Administration SAP Database CockpitDB Tools
The most important tools and functionalities available on both ABAP and Java stacks are: • CCMS Data and Alerts: The CCMS monitoring infrastructure provides central access to all important
monitoring information. For example, an aborted database backup triggers an CCMS alert. The operator in charge is notified. The operator enters the central operations hub, opens the corresponding CCMS monitor and starts the analysis function, which is attached to the backup alert. The analysis function guides the operator to the corresponding backend system, and displays the database backup log for further analysis.
• Workload Statistics: The workload statistics provide a central overview of the overall performance of the landscape components.
• Database Administration: SAP offers a database cockpit, which centrally offers key administrative functionality like analyzing missing database objects, backup planning, health checks. This cockpit is currently available for MAXDB and DB2, and will be expanded for other databases with the next major NetWeaver release.
• Central User Administration: offers central user maintenance and distribution to the backend landscape.
• Transport Management Service: controls the distribution of coding and customizing between landscape components (mainly from development to quality assurance to production system) to safeguard productive system availability.
• SAP NetWeaver Administrator (NWA) • System Landscape Directory (SLD): SAP J2EE application that contains all relevant information
about software products and components that can be installed in a system landscape, and a description of the current system landscape.
• The User Management Engine maintains users and roles for AS Java. • A central Log Viewer provides access to all key administrative logs of your backend systems.
© SAP AG E2E040 7-30
© SAP 2008 / Page 1
System Administration – possible IT Infrastructure
Mobile OfficeBrowserSAP GUI
Systems
Portal
CRM SRM SCM
ECC
DB /Operating System
IO Subsystem
BI PI MDM
Client /Business
Application
SEM
Web ApplicationServer
SLD Sol Man
Network
ABAP JAVA
© SAP AG E2E040 7-31
© SAP 2008 / Page 1
Example for managing a global NetWeaver landscape
SLD Prod
SLD Prod
SolMan/ CUA Prod
SolMan/ CUA Prod
SolMan/CUA Dev
MDM Prod
MDM Prod
MDM Prod (Win)(1
MDM QA
MDM QA
MDM QA (Win)
MDM Dev
MDM Dev (Win)
MDM IT
MDM IT (Win)
MDM Prot
o
MDM Proto (Win)
XI Prod
XI Prod
XI QA
XI QA
XI Dev
XI IT
XI Prot
o
NWDI Dev
EP QA
EP QA
EP Dev
EP IT
EP Prot
o
EP Prod
EP Prod
SLD WAS 7.0Solution Manager 7.0 SP02
Existing server
New server
NWDI WAS 7.0 J2EE
HW cluster
MDM 5.5 SP05 SAP XI 7.0 based on WAS 7.0 (Java/ABAP)
SAP Enterprise Portal 7.0 (NW Java Server)
TREX indexing engine Prod
TREX indexing & search engine
Dev
TREX indexing & search engine IT
TREX indexing & search engine
Proto
TREX 7.1 on Red Hat EL 4 64bit
TREX search engine Prod
TREX indexing engine Prod
TREX search engine Prod
SLD IT
SLD Prot
o
Here, as an example, a NetWeaver landscape of a real customer is shown.
The Landscape consits of 5 stages
• TREX 7.1 (on Linux)
• EP 7 on HP-UX (Java Stack)
• XI 7 on HP-UX (Double Stack)
• MDM on Windows
SLD on HP-UX (Java Stack) has three stages
Solution Manager on HP-UX (Double Stack) two stages
NWDI (Java Stack)
© SAP AG E2E040 7-32
© SAP 2008 / Page 1
Work center – System Adminstration
© SAP AG E2E040 7-33
© SAP 2008 / Page 1
Workcenter System Administration
© SAP 2007 / Page 1
Workcenter CapabilitiesOverview of systems and tasksUser Mgmt for ABAP/Java Systems Administrative Tools (locally on managedsystem)
ArchivingDB AdministrationOutput AdministrationStart / Stop SystemAS Java AdministrationSystem Related Tools
Related links (systemwide)DBA CockpitPrinting Assistant for landscapeSolution Manager Diagnostics
Central TasksManage regular administrative tasks (e.g. User Management, CCMS Monitoring etc)
Related StandardsSystem Administration
Manage regular administrative tasks
• E.g. background jobs, ABAP short dumps, spool output requests, lock entries
• User management, CCMS Monitoring etc
Overview of systems and respective tasks
User Management of ABAP and JAVA servers
• User Management
• Identity Management
• Log On Groups
• Single Sign on
Administrative Tools
• Archiving
• DB Administration
• Output Administration
• Start / Stop System
• …
© SAP AG E2E040 7-34
• …
• AS Java Administration
- Configuration Browser / WIzard
• System Related Tools
- BI Admin Cockpit
- Portal Administration
- SOA Manager (PI/XI)
- TREX Administration
Setup
• Central System Administration
• Create new solution
© SAP AG E2E040 7-35
© SAP 2008
Demo
DEM
O
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the work center „ System Administration“ in TT4
© SAP AG E2E040 7-36
© SAP 2008 / Page 1
Technical Operations: Unit Overview
Technical Operations
Lesson 1: System Monitoring
Lesson 2: Service Level Management
Lesson 3: System Administration
Lesson 4: E2E Expert Competence
© SAP AG E2E040 7-37
© SAP 2008 / Page 1
System AdministrationArchitecture, Root Cause Analysis,
Change Control Management
Improve the technical operation of your solution in terms of performance, stability, and cost-effectiveness.
AnalysisAnalysisExpert WorkshopsExpert WorkshopsDocumentationsDocumentations
E2E Solution
Operations for XI
E2E Solution
Operations for EP
E2E Solution
Operations for CRM
E2E Solution
Operations for BI
E2E Solution Operations Training
SAP System Administration Workshops – E2E Expert Competence
SAP System Administration:Reviews main aspects of solution operations individually for your SAP Solution, such as
ArchitectureInterface settingsDatabase administrationRoot Cause Analysis tools and processesMonitoringPerformance optimizationChange and transport management and functionalitiesRecovery and backup
Optimizes areas of solution operations, which are critical for your core business processes.
To help you with the administration of your SAP solution, SAP offers the service SAP System Administration. This service is part of SAP's Solution Management Optimization portfolio of services, which improves the technical operation of your solution in terms of performance, stability, and cost-effectiveness.
The service extensively analyzes the most important aspects of system administration with respect to core business processes affected by SAP. If a company runs a SAP solution, the IT department, multiple other departments and the implementation project team are involved in the administration. They work together and distribute tasks to administrate the solution and it is here that challenges occur. SAP System Administration makes sure that all parties involved have clear responsibilities for running the solution.
Duration of Delivery
Depending on the complexity of your SAP solution and the focus areas required, the duration of delivery is subject to change.
The delivery of the SAP System Administration service is typically seven days in duration.
The preparation lasts one day. The Kick-Off and the following Assessment are normally one to two days in length and are performed by one or two SAP Support Consultants.
Following the assessment, there is a three to five day workshop and a wrap-up session on the final day.
The post-procession which is used to finalize the reports will take another one to two days.
The time required before you see the results of optimized operations depends on how quickly you implement the recommendations from the workshop and the final report.
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Introduction: Unit Summary
You should now be able to:Explain the characteristics and benefits of System Monitoring
Describe the goals and processes of Service Level Management
Explain the characteristics of System Administration
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Managing End-to-End Solution Operations: Course Content
Standards Overview
Root Cause Analysis
Change Control Management
Business Process Operations
Run SAP-Implementation Methodology and Roadmap
Managing End-to-End Solution Operations
Introduction
Strategy
Technical Operations
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Contents:Run SAP: The methodology to implement E2E Solution Operations
Run SAP
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Run SAP: Unit Objectives
After completing this unit, you will be able to:Explain the structure of the Run SAP methodology Explain the phases of a Run SAP projectImplement E2E Solution Operations using the Run SAP methodology
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Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
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Run SAP Overview
Project Lifecycle View to Implement E2E Solution Operations
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
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Run SAP Methodology
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
Run SAPPhases
Assessment and Scoping
Run SAP Implementation
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Run SAP Roadmap Delivery
Roadmap ContentWork packages and Topics to each Phase with Description
SAP Best Practices and Implementation methodologies
Service OfferingsSAP Active Global Support SAP Consulting
TemplatesAcceleratorsUseful Links
Project Phases
Run SAP is delivered as a RoadmapWith SAP Solution Manager Content component ST-ICO 150_700 SP14Via Service Marketplacehttp://service.sap.com/runsap
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Explaining the Roadmap Structure
Project phases
Work packages and topics for each phase
Description of the selected work package or topic
Relevant accelerators, links, services, and best practices
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Demo
DEM
O
Go to the http://service.sap.com/runsap
Show the current Run SAP Roadmap in the service market place
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Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
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Run SAP PhasesOverview
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
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Run SAP PhasesAssessment and Scoping
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
Initialize the ProjectCollect the business requirements and the technical requirements for the operational changes. Define the scope. Work will all stakeholders to agree on needed features and scenarios , keeping in mind that not all features and scenarios work together.Analyze possible influences of the operational infrastructure.Set up of the project with work packages, time schedule, resource plan.Analyze the environment. Are organizational changes needed?
The "Assessment and Scope" phase will be described in detail in Lesson "Run SAP Methodology"
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Run SAP PhasesDesign Operations
Design the operations processesBased on the results of scoping:
Analyze the existing processesAnalyze the current toolsetAnalyze the possible interdependencies between new processes
Produce a blueprint for the processes and an efficient usage of the toolsDesign new or improve existing operational processesAdjust the SAP Standards to the needs of the organizationDetermine the tools to be used in the future
Plan the testing of new operational processesDocument the testing approachStart to prepare the relevant test cases
Train the employees for the new processes
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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Run SAP PhasesSetup Operations
Implementation of E2E Solution OperationsRoll out the new processes
Install the required technical infrastructure, e.g., SAP Solution ManagerSet up all defined and created scenarios, for instance, register new thresholdsTest the existing and the new operational processes– Does it work as designed?– Are there errors?– Have new interdependencies been uncovered?
Prepare the organization to deploy the new processes and toolsConsolidate the milestones of all activities in the scenario
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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Run SAP PhasesHandover into Production
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
Begin running E2E Solution OperationsEnsure the support organization is able to manage the solution
Organize the handover from the project team to operations teamLet them work in parallel for a certain time
Ensure all processes and tools are in placeRun regression tests if critical IT processes were impactedTest the tools under productive conditions and tune if necessary
Ensure comprehensive testingValidate all test protocols Use check lists
Organize the support after go-liveWho is responsible?How can that person be contacted?
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Run SAP Phases Operations and Optimization
Operating the live solution and optimizing its operationDaily operations
Ensure daily operations perform properlyOptimize the new processes and adapt them for new challenges
OptimizationReview existing operations processes and identify opportunities for improvementOptimize the usage of tools; use enhanced functionsFind synergies that help to increase the performance of the organizationControl the successful enablement of the organization and identify opportunities for upskillingEstablish a change circle for inclusion of new requirements to the existing processes
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
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Run SAP– Getting StartedOverview
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
© SAP AG E2E040 8-19
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Assessmentand Scoping
The Methodology of Implementing SAP Standards
Targets?
Stakeholders? Volume?
Packages?Staff?
In general, Assessment and Scoping can be divided in these three parts:
Pre-project phase Project setup
Project environment
Schedule?
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
In the Assessment and Scoping Phase the foundation for the whole Project is built
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The Pre-Project Phase
Pre-project phase
Analysis of operational requirementsDefinition of project scopeDetermination of technical requirements Identification of the operational infrastructure architecture
TasksConsensus on project scopeInformation for the project setup is documentedRough idea of budget and scheduleResource requirements identified
Results
The target of this phase is to get an understanding of the facts, the needs, the possibilities, and the consequences of the requirements.
The Pre-Project Phase can consist of one or more workshops and some meetings.
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Project Setup
Determine the resource requirements (time, funding, people) of each work packageDefine a detailed project planAdjust the plan with the stakeholdersAcquire the needed resources
TasksDetailed project planBudgetStaffed project teamKickoff meeting
Results
Project setup
The starting phase of the project has to be done by the project manager together with the stakeholders and the core team of the project.
The objective of this phase is to get define the structure of the project.
An official kickoff meeting is recommended to generate an understanding of the project’s objectives.
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The environment can significantly influence the project:
Should this project be aligned with a development project?Are changes in the organization planned?What is the strategy of the company with outsourcing/out-tasking?Are there technical dependencies to existing solutions? (For instance HA-Concepts)
The Influence of the Environment
Run SAP Project
Development projects
Organizational changes
Businessstrategy
Daily ops
Environment of the project
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Run SAP – Getting StartedOperational Requirements Analysis
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
GATHER REQUIREMENTS Check operations against SAP Standards: identify gapsIdentify the stakeholders of business and IT to get their inputDocument legal, statutory, business, and IT-related requirements
Best Practices:Prepare a set of requirements for the specific needs of operationsFacilitate workshops with the stakeholders of the solutionAnalyze and evaluate the requirements to assign them to operational services and SAP standardsRecord, verify, and evaluate the requirements
Result:Comprehensive documentation including quantitative and qualitativedescriptions, with input from all relevant stakeholders
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Run SAP – Getting StartedScope Definition and Scope Management
Scope DeterminationScope Planning Scope Verification
Scope Change Control
Scope DefinitionScope Management
Ongoing
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
IDENTIFY THE PROJECT SCOPE
Scope PlanningDetermine the basic procedure for defining the scopeDefine and document project constraints (budget, pre-existing contracts, strategic decisions such as for outsourcing, and so on)
Scope DeterminationDetail requirements and analyze these based on costs, duration, resourcesAssociate costs with each requirementPrioritize the requirements with stakeholders
Scope VerificationConfirm the defined scope as complete and correct by stakeholders
Scope ManagementMonitor how scope is followed during the course of the project.
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IDENTIFY IMPACT TO OPERATIONS INFRASTRUCTURENeeded changes in infrastructureOther tools? New licenses?Hardware updates
Best Practices:Analyze the scope of the project under the aspects of operational infrastructureReview the existing infrastructureCross-check the results with the result of Operational Analysis Requirements, as well as the defined project scope
Result:Documented technical infrastructure requirements and architectural needs for the implementation of the end-to-end solution operations
Run SAP – Getting StartedTechnical Requirements and Architecture
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
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PLAN PROJECT AND NEXT STEPS
Best Practices:Create work breakdown structure (WBS) Develop schedule, including activities, sequencing, duration, budget estimation, and milestonesPlan staffing: resources required from both support teams and project teamsPlan purchase and acquisitions, contracting services, training, and so on
Result:Work breakdown structure, tasks for the implementation are definedProject plan/schedule with dependencies between the areasStaffing listPurchasing plan in case additional tools, hardware, services, or training is required
Run SAP – Getting StartedProject Setup
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
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DESCRIBE THE MISSION OF IT OPERATIONSBased on the organization, the standards and the processes (Who, What and How). Encourage initiatives that successfully coordinate business projects maximizing benefit, reducing costs and complexity, and promotingstandardization Managing and running operations for the SAP-centric solution
Best Practices:Produce a concept of Organization Model, Standards, Processes and Procedures
Result:A set of guidelines and rules for executing and managing these operations
Run SAP – Getting StartedGovernance Model for Operations
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
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INCREASE THE CAPABILITIES OF THE SUPPORT ORGANIZATION
Plan and implement the upgrade of an older SAP SolutionPrepare the organization for eSOA
Best Practices:Define a specific business strategy and values from a top-down perspectiveOptimize the existing operation organization from a bottom-up perspectiveDefine upgrade strategy
Result:Access to latest application and technology features of SAP softwareEmpowered support organization
Run SAP – Getting StartedPlan Solution Transition to eSOA
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
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Project PlanAlignment of Standards to the ASAP roadmap
Minimal DocumentationRoot Cause Analysis
System Administration
Remote Supportability
Change Control Management Testing
Job Scheduling ManagementBusiness Process Monitoring and Exception Handling
UpgradeEnterprise SOA Readiness
System Monitoring
Incident Management
Transactional ConsistencyData Integrity
Change Request Management
Data Volume Management
In parallel to an ASAP-project the implementation of the standard can be aligned to the needs of the ASAP-project. It is recommended to make the Run SAP project as an subproject.
In this Picture you see the recommended start points (not later than!) for the services in an ASAP-Project. Recommended means, that every Project has an special Situation. This is a pattern - not a fixed order. Each bar starts with the specific standard/service in place, not in a design or setup phase.
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Alignment of Standards to the ASAP roadmap 1
Minimum Documentation should not start later than the design phase. SAP recommends to starts in parallel to design phase with defining the doc-types and doc-standards.
Minimum Documentation
This functionality is needed to make the analyzing of errors between components faster and easier. The standard should be ready not later than the first realization of integration activities, better already when implementation starts in order to be able to analyze functional problems during implementation. The operations team can be trained in a productive equivalent environment.
Root-Cause-Analysis
Monitoring should be started with the transition of the solution to the productive environment. It is recommended to define and implement the procedures and tasks in development environment.
System Monitoring
Remote Supportability is needed during the implementation phase, as any analysis of the system from SAP (consulting, support) requires system access.
Remote Supportability
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Alignment of Standards to the ASAP roadmap 2
Incident Management should be ready as soon as a controlled administrative process of mass-issue handling is required. This is normally needed at the latest during the integration test phase.
Incident Management
If the Change Request Management functionality is needed to manage changes within a development project, the start of Change Request operation should begin with the Realization Phase (Project Change Management). For support of operations, Change Request Management must be established before the Final Preparation phase.
Change Request Management
Change Control Management is needed immediately with your first transport in development phase.
Change Control Management
You should start with test planning based on business requirements at last in parallel to the starting business blueprint phase. Test planning has an strong effect to project planning, planning of development, developer testing, integration testing, regression testing and acceptance testing. Special environments are needed, special test data's are needed and well structured test cases, test automation as well.
Test Management
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Alignment of Standards to the ASAP roadmap 3
Job Scheduling can be done, as soon as an estimation on runtimesand resource consumption of the jobs is available. This is givennormally during the test phase on a production-like environment.
Job Scheduling Management
Business Process Monitoring and Exception Handling is needed with the start of testing businesses processes (volume tests), at least in the phase of final preparation.
Business Process Monitoring and Exception Handling
Transactional Consistency is normally tested during the integration tests. This is done for the business process, customer programs and interfaces. Therefore the standard need to be implemented during the realization phase.
Transactional Consistency
Data Integrity is needed after Go Live, when productive data arecreated. Data integrity
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Alignment of Standards to the ASAP roadmap 4
eSOA Readiness means the capability of an organization to support and to operate an eSOA architecture. eSOA Readiness
The Upgrade standard is relevant during the complete project live cycle. If you perform an upgrade with Upgrade Factory, it will be a separate project parallel to the Run SAP project.
Upgrade
Ideally, the DVM is already considered during the blueprint phase. Business processes and data management should be designed according to the aspects of data avoidance, data summarization and later archiving strategies.
Data Volume Management
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Practice Example: The Charm Company
Charm Company owned a big SAP Solution to sell different servicesThe industry sector has short innovation cycles and so the processes in the SAP Solution have to be adjusted often and irregularlySome people at the business side can generate tasks for development and everybody knows his own special developer Every developer is able to transport the changes to test and productive systemIn the near past there were some crashes in production At every crash operations was surprised and also not able to analyze the causes in a short time and make a quick trouble shooting
Situation
The Management of Charm Company wants to get out of the chaotic situation: "We need flexible changes but It should be possible to process these developments without any system downtime"
Request
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Incident ManagementChange Request ManagementChange Control ManagementTest ManagementMinimum DocumentationWith deeper analysis maybe also System Administration, BPM and so on
Requirements:Flexible IT and stable IT-OperationsControlled, documented, pursuable ChangesFast trouble shootingIncident ManagementLess crashes with better Testing?
Charm Company - Assessment and ScopingRequirements Analysis
1. Operational Requirements Analysis
Result: Applicable E2E Solution Standards for the Charm Company
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Charm CompanyResult of Requirements Analysis
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
End User SupportConcept
ChangeManagement
Concept
SAP Application Management
Concept
Incident Management
Change Request ManagementChange Control ManagementTest Management
Minimum DocumentationRemote SupportabilityRoot Cause Analysis
After Requirements Analysis the yellow Standards and work packages are relevant
SAP Technical Operations
Concept
TechnicalInfrastructure
Design
Business Process Operations
Concept
System AdministrationSystem Monitoring
Business Process Monitoring and Exception HandlingData Volume Management; Job Scheduling ManagementTransactional Consistency & Data Integrity
Work packages Assigned Standards
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Charm Company - Assessment and ScopingScope Definition and Tech. Requirements
Discussion with StakeholdersHow can we get Quickwins?How about cost-benefit relations?Effort estimation against the budget
Result, signed by StakeholdersThe Standard Change Request Management will be implemented
SAP Solution Manager already usedNeed for high availability of operating infrastructure?Additional Hardware or Software needed?
2. Scope Definition
3. Technical Requirements
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End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
Charm Company - Result of Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Change Request ManagementChange Control ManagementTest Management
The result of scoping is the decision to implement only Change Request Management
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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Making the plan with MilestonesDefine Change Prozess with Roles and ResponsibilitiesImplementation and Set UpRoll-OutTrain the Teams
The Charm Company have no special governance rules Should new roles and standards be defined?
Charm Company - Assessment and ScopingGovernance and project setup
There is no development project in parallel. The Run SAP project hasn’t be aligned to another projectThere is no upgrade plannedThere is no organizational change planned
4. Governance Model for Operations
6. Project Setup
5. The Environment of the Project
Getting the BudgetStaffing the People
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Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
© SAP AG E2E040 8-41
© SAP 2008
Run SAP: Overview
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
© SAP AG E2E040 8-42
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Run SAP: Implementation Phases - Overview
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
End User SupportConcept
SAP Technical Operations
Concept
ChangeManagement
Concept
TechnicalInfrastructure
Design
SAP Application Management
Concept
Business Process Operations
Concept
Setup Operations
End User SupportImplementation
SAP Technical Operations
Implementation
ChangeManagement
Implementation
TechnicalInfrastructure
Implementation
SAP Application Management
Implementation
Business Process Operations
Implementation
Handover into Production
Knowledge Transfer and Certification
Final Testing
Transition into Production
Handover and Sign-Off
© SAP AG E2E040 8-43
© SAP 2008
Assessment &Scoping
OperationalRequirements
Analysis
GovernanceModel for
Operations
Scope Definition
Plan Solution Transition to eSOA
Technical Requirements and
Architecture
Project Setup
Operations &Optimization
End User Support
SAP TechnicalOperations
ChangeManagement
TechnicalInfrastructureManagement
SAP Application Management
Business Process Operations
Design Operations
Setup Operations
Handover into Production
Run SAP Implementation
Which standards will be implemented are determined during the Scope Definition work package, and their implementation is planned during the Project Setup work package. The implementation of each SAP standard follows a specific implementation methodology.
For each standard, the Run SAP roadmap provides:Best-practice procedures on how to run the individual tasks
Explanations on which SAP Solution Manager functionality should be used
Proposals for useful Key Performance Indicators to measure success
Available training to support the adoption of the standard
Direct links to related services of SAP Consulting and SAP Active Global Support to get the right experts to implement the standards if needed
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E2E Solution Operation Standards in Run SAP
System AdministrationSystem, Monitoring
SAP Technical Operations
Incident ManagementEnd User Support
Change Request ManagementChange Control ManagementTest Management
Change Management
Minimum DocumentationRemote SupportabilityRoot Cause Analysis
SAP Application Management
Business Process & Interface Monitoring and Exception HandlingData Volume ManagementJob Scheduling ManagementTransactional Consistency & Data Integrity
Business Process Operations
Themes Topics/Standards
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The Charm CompanyImplementation of Change Request Management
Use the Implementation Methodology to definethe Change Management Processneeded roles in this processthe detailed workflowKPIs, for instance the amount of downtimes after changes per monththe authorization concept for the processIf needed, interfaces to other processes or to a crossover Change Management Process outside the SAP Solution
Produce a test concept with scenarios and test cases for the new processStart to train the staff affected by the new process and the new toolMake a detailed plan for Roll-Out
Design the Prozess of Change Request Management
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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The Charm CompanyImplementation of Change Request Management
Customize the Change Request Management in the SAP Solution ManagerDefine the specified roles with the right authorization rules in the SAP SolutionTake the test concept and test the functionality and performance of the workflowSetup tools and procedures to measure the KPIsInstruct the staff with the real process in a test environment or in a pilotStart the Roll-Out
Setup the Prozess of Change Request Management
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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The Charm CompanyImplementation of Change Request Management
Check, if the support organization is able to manage the SolutionCheck the test protocolsMake a handover from the project team to operations teamArrange the support for the operations team after go-live
Handover the Prozess of Change Request Management
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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The Charm CompanyImplementation of Change Request Management
Operate the new Change Request Management ProzessMeasure and analyze the KPIs for the process, for instance: Did you get a relevant go down of System downtimes after changes?Analyze the experiences with the process. Are there potential to improve it?Have all participants accept the process?Start a cycle to optimize the process
Operate and optimize the Prozess of Change Request Management
Assessment &Scoping
Operations &Optimization
Design Operations
Setup Operations
Handover into Production
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Run SAP: Unit Overview Diagram
Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases
Run SAP
Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases
Lesson 5: SAP Services for Run SAP
© SAP AG E2E040 8-50
© SAP 2008
Global Run SAP Core Service Overview
Run SAP Quick Session(Know-How Transfer + SWOT-Analysis (rough) + Proposal of next steps)
Run SAP Scoping Service(Know-How Transfer + SWOT-Analysis (detail) + Project plan)
SAP Upgrade Assessment(AGS & Upgrade factory)
CCCoE Assessment &Scoping Service (Coming soon)
Assessment ServicesDesign & Setup Incident ManagementSAP Software Change Management (Evaluation + Set up One-Transport-Order)
Design & Setup SAP Change Request Management Test Management OptimizationSetup Root-Cause-AnalysisDesign & Setup Business Process MonitoringSetup SAP Data Volume Management Design & Setup Job SchedulingDesign & Setup Data Consistency Management
SAP System Administration for XI, EP, BI, CRM
Design, Setup &
Operations Services
Training &Certification
E2E040 Run SAP OverviewE2E100 Root Cause AnalysisE2E200 Change Control ManagementE2E300 Bus. Process Integration & AutomationE2E400 Technical Upgrade Management CCCoE Certification (coming soon)
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Global Run SAP Core Service: Design, Setup & Operations Service Packages
Run SAP Consulting Service
Software Change Management (Evaluation + Set up One-Transport-Order)
Run SAP Consulting Service
Run SAP Consulting Service
Design & Setup Incident Management
SAP Software Change Management
Design & Setup SAP Change Request Management
Test Management Optimization
Solution Manager Starter Package
BPM Service (focus on Monitoring Pilot)Run SAP Consulting Service (Full implementation)
SAP Data Volume Management Service
BPM Service (focus on Job Scheduling)
Setup Root-Cause-Analysis
Design & Setup Business Process Monitoring
Setup SAP Data Volume Management
Design & Setup Job Scheduling
Customer Program Optimization (Transactional Consistency) Interface Management (Transactional Consistency) BPM Service (focus on Data Consistency Monitoring)
SAP System Administration Service
Design & Setup Data Consistency Management
SAP System Administration for XI, EP, BI, CRM
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End-to-End Change Control: motivation and strategy Skills, processes and tools Change analyticsChange requestmanagementChange deployment
End-to-EndBusiness Process Integration and Automation: motivation and strategy Skills, processes and toolsBusiness processmanagement andanalysis Integration managementPerformance and data volume management
SAP Technical Upgrade Management: motivation and strategy SAP Upgrade:challenges and success factors SAP Safeguarding for Upgrade Collaboration with SAP
End-to-End Root Cause Analysis: motivation, overview, tools, and methodologyDiagnostics approachIncidents and pre-clarificationPro-active monitoringand alerts; monitoringmethodology;infrastructure overviewIT reporting
E2E100 (5 days)Root Cause Analysis
Understand thevalue of End-to-End Change Control ManagementLeverage the SAP Solution Manager as application platform
E2E200 (5 days)Change Control
Management
E2E300 (5 days)Bus. Process Integr.
& Automation
E2E400 (2 days)Technical Upgrade
Management
Upgrade challenges and success factorsUnderstand the major technical risks and challenges within an upgrade projectUnderstand the concept of SAP Safeguarding for Upgrade
Understand the concept of End-to-End Business Process Integration and AutomationUnderstand thedifferent areas andrespective SAP tools within integration and automation
Perform End-to-End Diagnostics to isolate the component causing the problem in a heterogeneous IT landscape
CO
UR
SE
GO
ALS
CO
UR
SE
DE
TA
ILS
End-to-End Solution Operations Training & Certification
RunSAP:motivation, overview, tools, and methodologyE2E implementation roadmapSkills, Processes and Tools in the E2E Solution Support and the SAP IT Service and Application ManagementSAP Solution Manager as an E2E application platform and collaboration hub
E2E040 (2 days)RunSAP
Understand the RunSAP Methodology and SAP E2E Solution Support Standards Understand the impact of the SAP E2E Solution Support Standards to your IT support skills, processes and tools
Overview of the E2E training portfolio
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Run SAP: Unit Summary
You should now be able to:Explain the structure of the Run SAP methodology Explain the phases of a Run SAP projectImplement E2E Solution Operations using the Run SAP methodology
© SAP AG E2E040 8-54
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