business process & interface monitoring€¦ · scm/apo srm/ebp wms bw legacy system legacy...

Business Process & Interface

Monitoring

Keep Mission Critical Business Processes

Running

Active Global Support, SAP AG

© SAP 2009 / Business Process & interface Monitoring /

Business Departments

Operation concept for integration & automation including

Monitoring objects (alert types, threshold values)

Error handling procedures

Escalation paths

Functional & Technical View

Technical View

(Process-independent)

Business Process Operations

Functional View

Functional process description

Functional process operation and control

IT Infrastructure & Technical Operations

Systems

OS admin and monitoring

DB administration

DB backup und recovery

Network monitoring

Front-end management

Basis/mySAP Technology

System log monitoring

ABAP dump analysis

Performance monitoring

Workload monitoring

Business Process

Purpose of Business Process Integration &

Automation Management

Business Process


1. Business Process Monitoring - Overview

2. Business Process Analysis

Agenda


Purpose of Business Process Monitoring

Customer

Distributor

Warehouse

Supplier

Subcontractor

Production

Headquarter

CRM

SCM/APO

SRM/EBP

WMS

BW

Legacy System

Legacy System

SAP R/3

CRM

Create Sales

Order

SAP ECC

Create Sales

Order

Create

Delivery

Post Goods

Issue

Create & Print

Invoice

WMS

Perform

Picking

Send Pick

Confirmation

Problem occurs in the

system landscape

What part of the core

business process is

affected?

• Who reacts?

• How?

• When is 2nd

level

informed?

• Who is the

escalation

contact?


Why Focus on Business Process Monitoring?

Application Oriented

Can you answer the following questions for your Order to Cash process?

How many Sales Orders are open (not or only partially delivered)?

How many Sales Orders cannot be processed any further, because

they are incomplete, have a delivery, billing or credit block?

How many outbound deliveries are open (goods issue posting not

complete)?

How many picking transfer orders are open (not confirmed) in your

warehouse management system?

How many outbound deliveries have GI posted but no invoice was

created?

How many invoices have been created but were not printed?

How many sales invoices were not posted to FI?

If yes, how long does it take to retrieve this information per sales organization, plant or warehouse?

© SAP 2009 / Business Process & interface Monitoring / © SAP 2008 / Business Process & interface Monitoring / Page 6

Why Focus on Business Process Monitoring?

Technical Oriented

Can you answer the following questions for your Order to Cash process?

What is the average response time of transaction VA01 (e.g. last 20

minutes)?

Did your background job for creating deliveries cancel of finish

successfully?

How many inbound IDocs of type DESADV exist which could not

posted to an application (error status 51)?

How many qRFC queues of type R3A* are currently blocked and

how many entries do they contain?

Did you receive your flat files (with pricing data) from non-SAP

systems this morning? Were they empty or not?

Did any mapping or routing errors occur in SAP PI which are

related to your sales process?

How many inconsistent objects do you have between your CRM

and ERP system?

If yes, how timely do you get this information and how much manual effort is needed?


Business Process Monitoring with SAP Solution

Manager

Definition of Business Process Monitoring

Business Process Monitoring is the proactive and process-oriented monitoring of a

company’s core business processes

It includes the observation of all technical and application-related functions that are

required for a smooth and reliable flow of the core business processes

Goals of Business Process Monitoring

Detect problem situations as early as possible in order to solve them as fast as possible -

before they become critical for the business

Enable the customer’s Solution Support Organization to respond to and to solve problems

more proactively (i.e. before end-user call or open trouble tickets)

SAP Solution Manager provides the data to answer the questions above Automatically & triggers auto-reaction methods if necessary

In a business process context

Ready for BI trend analysis

Key message


Overview - Business Process Monitoring in the

SAP Solution Manager

Solution Manager

Service

Level

Reporting

Continuous Online Alert Monitoring

BISCM CRMERPSolution Landscape

BI (ad-hoc)

Reporting

People

Service

Desk

Message

SMS

Email


Example: Sales Order Management


Example: SAP Solution Manager – Business

Process Level


Example: SAP Solution Manager – Business Process Step

Level: Confirm Picking Transfer Order (TO)


Business Process Step Level: Confirm Picking Transfer

Order (TO) Detail Report Satellite System

List of 373 open

Transfer Orders on

satellite system


BI Standalone Reporting (Dashboard)

Graphical Analysis

Open Transfer Orders MUC

Open Transfer Orders FRA

Transfer Orders Munich / Outbound TO items (open)

Transfer Orders Frankfurt / Outbound TO items (open)


BI Standalone Reporting (Dashboard)

Tabular Analysis

Open TOs MUC

Open TOs FRA


1. Business Process Monitoring - Overview

2. Business Process Analysis

Agenda


Business Process Analysis

Business Process Monitoring Scoping

Objective

Provide insight & facts about your core business

processes

Provide scope for possible Business Process Monitoring

implementation

Effort

Customer Effort: No customer involvement needed

SAP Effort: Only 1 manday

Delivery model: 100% remote

Applications possibly in Scope

ERP Logistics: Order to Cash, Manufacturing, Procure to

Pay, Replenishment, Warehouse Management, Plant

Maintenance as of R/3 4.6C

ERP Financials as of R/3 4.6C


Throughput and Backlog Indicators

Benefits (1/2)

Throughput and Backlog Indicators can help identify

errors/problems of different types

Customizing errors

Design gaps in the business process flow

Process execution in business differs from (global) business process template

Errors in transactional data not corrected in timely manner

Current documents not processed fast enough

Potential for data reduction of old business data

Missing end-user training

Identification of organizational units (e.g. plants or warehouses) with the

highest backlog of open business documents


Throughput and Backlog Indicators

Benefits (2/2)

Value Proposition

Gain transparency about your core business processes

Learn in which organizational areas you

Could speed-up & streamline your most critical business processes

Could improve service levels

Might need to train your end-users to better follow intended procedures

Could improve your daily operations

Automate your daily monitoring tasks (technical & application related)

Support the organizational interface between business & IT department

Lower Total Cost Of Ownership (TCO)


Example: Order-to-Cash

# of created Outbound Deliveries

# Open Outbound Deliveries

# of created Sales Orders# Sales Orders (GI date in the

past but not delivered)

# of posted Invoices# Invoices not transferred to

Accounting

# Open/Overdue Customer Items FI-AR

# Open Picking Transfer Orders

# Goods Delivered not Invoiced


Order to Cash: 873 Sales documents created on

28.10.2008


Order to Cash Process: 3.225 Orders with

delayed Delivery

Top 3 Sales Organizations

Sales

Organization

# Backlog

Orders

380 Italy 2.014

111 Germany 453

120 France 96

Okay Warning Critical

Finding:

3.225 Sales Orders with planned Goods Issue date in the past and no delivery was created

yet

62% of these outstanding sales orders belong to Italy

Oldest entry from April 2003

Business Risk: This key figure represents real sales backlog where the expected delivery

date was not met and lies in the past. As no delivery is created yet the customer will also not

be delivered within the next 1-2 days. This is lost revenue and might lead to bad customer

satisfaction or the sales was cancelled and the old document should not be in the system any

longer.


Order to Cash Process: 3.225 Orders with

delayed Delivery


Example: Manufacturing

# of Planned Orders not converted

# of Confirmation Errors for Goods Movements

# of Production/Process Orders overdue for release

# of Production/Process Orders overdue for technical closure


Manufacturing Process: 3.244 Failed Goods Movements

during Production Order Confirmation older 1 day

Top 3 Manufacturing Plants

Manufacturing

Plants

# Failed Goods

Movements

M021 Berlin 2.876

M025 Paris 148

M001 London 85

Okay Warning Critical

Finding:

3.244 failed goods movements during Production Order confirmation were found which are

older than 1 day.

88% of these confirmation problems are related to plant M021 in Berlin.

Oldest entry from March 2006

Business Risk: Failed goods movement postings represent an inconsistency between the

real world stock information and the book inventory. These errors should be corrected in a

timely manner.


Manufacturing Process: 3.244 Failed Goods Movements

during Production Order Confirmation older 1 day


Cross-Application Monitoring Functionalities

Cross-Application Monitoring Objects

Background Jobs

Dialog Performance (per transaction & function code, per user pattern)

General Application Log (SLG1)

Update Errors (Transaction- / Program-specific)

Document Volumes (based on SAP table statistics)

Interface Monitoring Objects

qRFC Alert Monitoring

BDoc Alert Monitoring (CRM)

ALE/IDoc Alert Monitoring per IDoc Type

XI/PI Alert Monitoring

Batch Input Monitoring

File Monitoring

Customer Specific Monitoring Objects

Customer Exit in Application Monitoring Infrastructure

All Alert Information available via CCMS Monitoring Infrastructure

tRFC Alert Monitoring

Workflow Monitoring


Application-Specific Monitoring

Functionalities

Application-Specific Monitoring Objects

Enterprise Resource Planning Logistics

Sales & Services

Warehouse Management

Inventory Management

Logistics Execution

Procurement

Manufacturing

Plant Maintenance

Quality Management

IS – Utilities

IS – Banking

Deposits Management (FS-AM)

Bank Analyzer

Banking Services

IS – Insurance

IS – Telecommunications

Enterprise Resource Planning Financials

Customer Relationship Management

Sales

Services

Customer Interaction Center

Advanced Planner & Optimizer

Demand Planning

Supply Network Planning

Production Planning /Detailed Scheduling

global ATP

Extended Warehouse Management

Strategic Enterprise Management – BCS

© SAP 2009 / Business Process & interface Monitoring / © SAP 2007 / Business Process & interface Monitoring / Page 28

Data Consistency Monitoring Functionalities

Data Consistency Monitoring Objects

Enterprise Resource Planning Logistics

Sales & Services

Warehouse Management

Inventory Management

Enterprise Resource Planning Financials

Extended Warehouse Management

Supply Chain Management

liveCache - Database

CIF-Interface

Generic

Intra-system Check

Intersystem Check

Custom Developed Consistency Reports

Customer Relationship Management

CRM – ECC

CRM – CDB

Trade Promotion Management

Leasing


Starting Point for Business Process and

Interface Monitoring concept

Phases of a Software Implementation Project

Strategic

Framework

Technical

and Integration

Design

Technical and

Operations

Implementation

Cutover

and Start of

Production

Operations

and Continuous

Improvement

Define and

Create

a Monitoring

Concept

Implement the

Monitoring

Concept

Start

Monitoring

Continuous

Improvement

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 at any time during the productive operation of the business processes.


Step 1

Identify

core

business

processe

s

Step 2

Identify

process

steps and

interfaces

Step 3

Identify

business

requireme

nts

regarding

process

execution

Step 4

Define

monitoring

objects,

alerts and

thresholds

Implementation Methodology for Business

Process and Interface Monitoring

Define and

Create

a Monitoring

Concept

Implement the

Monitoring

Concept

Start

Monitoring

Continuous

Improvement

Step 6

Define

communic

ation and

escalation

procedure

s

Step 7

Assign

monitoring

activities

to

responsibl

es

Step 8

Define

Reporting

Objects

and

Reporting

Activities

Step 9

Define

communic

ation and

escalation

procedure

s

Step 10

Assign

reporting

activities

to

responsibl

es

Step 5

Define

monitoring

activities


Further Information about Business Process

Monitoring

Further Documentation in Media Library of Quick Link BPM on

SAP Service Marketplace service.sap.com/bpm

White Paper on standard process „Exception Handlings and

Business Process & Interface Monitoring“ under

service.sap.com/supportstandards

Available class room trainings:

SM300 – Business Process Management and Monitoring (3 days)

E2E300 – E2E Business Process Integration and Automation Management

(5 days including certification)

Check SAP Service Marketplace service.sap.com/education

https://websmp105.sap-ag.de/bpm

http://websmp101.sap-ag.de/supportstandards

https://websmp208.sap-ag.de/education


More than 350 Business Process Monitoring Customers

Worldwide


More than 350 Business Process Monitoring Customers

Worldwide

EM

EA

AM

ER

ICA

SA

PJ

Apotex

Caterpillar

Colgate

COTY

Domtar

DuPont

Airbus

Arla Foods

Basell Polyolefins

Bayer Health Care AG

BMW

Carlsberg

Centrica

Eurohypo

FERRERO

Gaz de France

KarstadtQuelle AG

KONE

Nestlé

Philips Lighting

Australian Co-Operative Foods

Crystal Group

DKSH

George Weston Foods

Hanson

Indofood Sukses Makmur

Japan Airlines

Ministry of Defence (Singapore)

Embraer

Estee Lauder

Hydro Quebec

Intel

John Deere

Petrobras

Postbank

RWE

Sara Lee

Shell

SPAR Österreich

Standard Bank SA

T-Systems

Sony Argentina

Toyota Financial Services

Unilever Brasil

Warner Bros.

Entertainment

YPF

Samsung SDS

Siemens IT Solutions &

Services Thailand

Singapore Airlines

Unilever Asia


SAP Customer Success Story

Aerospace and Defence – Aircraft Manufacturing

“SAP Solution Manager addresses our entire

infrastructure management needs, reduces risk,

lowers the cost of ownership, and speeds the

return on investment for our online buying solution. „

Guillaume Legros, Project Leader, Airbus France SAS

AIRBUS

Airbus Cuts Problem Resolution Time 40% by

Performing Business Process Monitoring with

SAP Solution Manager


End-to-End Business Process Integration and

Automation from SAP Helps Thai IT Group


SAP®

Solution Manager


Philips Lighting: SAP® MaxAttention


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