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� 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.

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Business processesHeterogeneoussolutions

Globaloperations

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� Large companies today are facing a lot of new challenges in their system management, what is due to

� Global Operations

� Heterogeneous Solutions

� Integrated Business Processes

� The challenges in global operations are

� Different locations, countries, languages, time zones

� There is always a tradeoff between central and distributed solutions

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SAP AG 2006

Business processesGlobaloperations

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5LVN Æ &XVWRP�PDGH�VROXWLRQV�“Can you perform upgrades without endangering the stability of your solution?“

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� As a result of heterogeneous solutions in terms of different applications, technologies, vendors a lot of risks occur in the operation of these solutions:

• The skill profile for the staff is growing

• The number of interfaces is growing

• The customer specific parts of the solutions is growing

© SAP AG SM100 2-6

SAP AG 2006

Globaloperations

Heterogeneoussolutions Business processes

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Do you know which business process step runs on which system?V

Do you know the responsible persons in case of problems?V

Does your IT Department know how its daily work affects your business processes?

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� Good business process management needs a concept. This concept should include:

• Roles and responsibilities for all persons involved in the customer’s support and monitoring organization

• Documentation of the core business processes including all relevant process steps, involved interfaces, business process owners, availability requirements, performance and throughput requirements, and functional dependencies

• Procedures for business-process oriented monitoring, error handling, and escalation management for a company’s core business processes

• Techniques for integration management regarding interface operation and the interfaces’ impact on business processes to ensure data quality and consistency, interface security, and recovery reliability

• Procedures for program scheduling management including the planning, controlling, and monitoring of all system and business-process related operational activities in a distributed system landscape

• Methods for master data maintenance regarding the exchange of master data between different software components in a distributed system landscape

• Procedures for data management and archiving to check for and correct data inconsistencies and to avoid unnecessary data growth

• Definition of Service Level Reporting requirements

© SAP AG SM100 2-7

SAP AG 2006

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SAP Solution Manager is delivered as part of your annual license fee!!!

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First developed by Central Computer and Telecommunications Agency (CCTA) in 1989.

VMost widely accepted approach to IT Service Management.

VSeries of books giving best practice for Service Support and Delivery Processes.

www.itsmf.com (for Germany www.itsmf.de)

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Best practices in IT Service Management based on Microsoft technology.

VCombines ITIL with specific guidelines for using Microsoft products and technologies.

www.microsoft.com/germany/ms/businessrategien/infrastruktur/sicherheit/mof.htm

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UK de-facto standard for project management developed by the Government.

VWas re-launched in October 1996.

www.projectsmart.co.uk/prince2.html

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� Even though ITIL is not yet a legal standard it has become a de facto standard for IT Service Management worldwide. ITIL is focused on processes in operations (Service and Support delivery). It describes on theoretical basis which processes and tasks are necessary. ITIL is not a software and not a part of SAP NetWeaver. ITIL consists of books that provide a description of the processes.

� Other de facto standards in similar areas are MOF and PRINCE2. MOF is to see as the interpretation of ITIL with help of Microsoft tools. ITIL should be seen as the theoretical frame, how to operate software and hardware landscapes. MOF is the ITIL fulfillment by Microsoft. MOF describes which Microsoft tools could be used in which ITIL process.

� In contrast to ITIL PRINCE2 is a de facto standard for the project management. PRINCE 2 could be used during implementation phase of projects.

� Many of our big customers consider and follow actively the ITIL standard. Due to this it might happen that they ask us for SAP tools to fulfill ITIL or even if SAP‘s Service and Support Consultants are ITIL certified.

� It is useful be aware at least of ITIL terminology and differences to the SAP internal use of certain terms. It is also important to share a high-level understanding of what ITIL is behind the scenes. To claim at our customers that we as representatives of SAP Active Global Support are aligned with ITIL, it is not a formal requirement to have every employee ITIL certified.

� Actually SAP‘s way of operating and supporting matches with the ITIL standard. Due to this we could use ITIL for our own purposes. One of the advantages of ITL is to have the same terms and a definition of the processes in service and support.

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SAP AG 2006

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,7�,QIUDVWUXFWXUH�/LEUDU\� Best practices and recommendations

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operations� Process Execution

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� Based on more than 30 years experience in managing business applications

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� ITIL provides best practice guidelines for service management. They describe the different processes in IT service management and what has to be considered in establishing and operating these services. SAP Solution Manager takes care of the execution of the services. It provides the tools required for running the services. The cooperation of ITIL and SAP Solution Manager is a meaningful combination of ‘What has to be done (ITIL)’ and ‘How can this be done (SAP Solution Manager)’ .

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� This slide describes which ITIL processes are defined and which SAP tools the SAP Solution Manager is offering to follow this ITIL standard.

� ITIL consists at the moment of descriptions for Service Support, Support delivery and Application management.

� ITIL groups the process into Service Support and Service Delivery processes:

• Support are all processes which are necessary to operate a concrete software solution day to day. These are e.g. the Hot line which deals with incoming incidents.

• Delivery are all processes which are necessary to offer the service support. It is more the long term planning and improvement of the IT services.

• Service Desks is an exception within the ITIL processes. The service desk is to be seen as an function not as a process.

� Very important terms within the processes are customer, provider, supplier and user. A customer is a recipient of a service. If you have in mind an outsourcer. The outsourcer would be the provider. He is responsible to fulfill the requirements of the customer. May be there exist underpinning contracts with a third party e.g. another Hardware provider. These partners are called supplier. The user is a person who uses the service on a daily basis.

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SAP AG 2006

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� This slide shows the different ITIL processes from the Service Delivery area and the tools supported.

� Furthermore it shows the connection from the Service Delivery to the Service Support (the Change Management and Incident Management).

© SAP AG SM100 2-13

SAP AG 2006

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� The change management component is new in the SAP Solution Manager 3.2, and is designed closely to support the ITIL scenario.

� The change management is responsible to make changes requested by problem management for solving problems. They need standardized methods to do the changes fast and controlled. Impacts because of the changes should be minimized.

� For each RfC (Request for change) a priority and a category is to be defined. The priority is again the sum of urgency and impact. The category depends on the necessary resources for implementing the changes.

� The change advisory board is the community which decides about major and immediate RfCs. It has to pay intention to the different views: Users, Customer, Technical view, business view.

� After the implementation of an RfC the change management has to review the results of the change. Does the change fulfill the request?

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� Diese Folie zeigt die verschiedenen ITIL Prozesse aus dem Bereich Application Management und durch welche Tools sie unterstützt werden.

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� As central instance, SAP Solution Manager provides a variety of centralized services both for implementing and operating your SAP solutions.

� The advantages are that you have a central point of access, that you can do end-to-end process control, that you can ensure consistency within your landscape, and that dependencies between different components are taken into account.

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� On the right-hand two-thirds of the slide you have a greyed-blue box representing the customer’ s environment. Their IT landscape contains the applications we’ d expect to see – some SAP and some not. In the center of this landscape we have the core business processes that drive the company, and the IT group’ s charter – to implement, operate, and continually optimize these processes, as well as the applications. The goals of the CIO are represented in black in this box – efficiency, transparency, control, and flexibility. (These are the four core value props that SAP Solution Manager provides) That is, if a CIO could maximize these four goals then the chances of success in their mission would be significantly increased. Moving to the left, the customer’ s IT landscape is connected to the SAP Solution Manager.

� SAP Solution Manager is a unique solution stack which enables several of its integrated business processes to seamlessly interact with the customer’ s IT landscape (change management, service desk, etc). These business processes are core function within SAP Solution Manager and replace the customer’ s need to purchase, implement, and maintain separate software and hardware solutions that provide these functions. This is one very significant benefit that SAP Solution Manager brings – the ability to replace several un-integrated tools with a single product which provides seamless integration, a single user interface (for ease of use), and which comes at no extra cost as a part of their SAP Standard Support. The importance of SAP Solution Manager in both cost and efficiency terms cannot be over-stated.

� However, there’ s an additional benefit with SAP Solution Manager, and that is its role as a gateway to SAP’ s Active Global Support (AGS) organization and the network of over 12,000 professionals we can call upon to assist our customers. Specifically (on the far left-hand of the slide), AGS is able to interact with a number of SAP organizations to ensure that our customers receive the right assistance at the right time. These organizations would include SAP Development, SAP Consulting, and so on. This unique solution stack logs the information AGS needs to address a customer’ s OSS issue, which in turn means we can respond faster and more accurately than otherwise. That is, SAP Solution Manager provides our customers with all the productivity and response time benefits of e-support as well as with the certainty that their needs and challenges are being dealt with by the most expert resource available.

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� SAP Solution Manager 4.0 is focusing on optimizing support processes, collaboration, and implementing continuous improvement processes. The mass shipment of SAP Solution Manager 4.0 has started in April 2006.

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� &RQWLQXRXV�LPSURYHPHQW services: The SAP Solution Manager has detailed information about your solution, such as key business processes and the SAP system landscapes. If your SAP competence center selects the new continuous improvement service offering, an appointed SAP contact will be named, and will actively work with you on a regular basis to solve your business-critical SAP issues.

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� These four points represent the core value proposition of SAP Solution manager.

• Transparency – the ability for a CIO‘s solution lifecycle and IT landscape (SAP and non-SAP) to be made transparent through SAP Solution Manager‘s functionality

• Efficiency – a platform (SAP Solution Manager) which provides best-in-class best practices – which promote efficiency and operational effectiveness, as well as providing a gateway to SAP‘s support. This gateway function is important because it leverages the EarlyWatch alerts which are automated, seamless ‚health checks‘ for the customer‘s SAP landscape and core business processes.

• Flexibility – the capability to utilize SAP Solution Manager in a number of different ways (use cases) to maximize its impact on the organization and minimize operating costs.

• Control – this is a critical and elusive target for a CIO, and SAP Solution Manager is able to provide it because of its complete integration as well as the way in which it can automatically map and analyze the core business processes within the SAP application landscape. Inevitably, such a degree of control will lower the time it takes to achieve a return on the implementation of SAP Solution Manager.

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� Today’s system landscapes consist of multiple distributed software components with different platform dependencies, different interfaces, and different requirements placed on installation and change management. An overall concept is required that facilitates the implementation, upgrade, and maintenance of your system landscapes – including the SAP NetWeaver system landscape you are installing. This is where 6\VWHP�/DQGVFDSH�'LUHFWRU\�(SLD) comes into play.

� The most straightforward scenario is the use of a single SLD. However, depending on organizational, operational, or security reasons, it is also possible to have more than one SLD distributed over the system landscape. Automatic message forwarding as well as sophisticated data export and import functions are provided to support the operation of multiple SLDs.

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� You set-up the automatic data transfer from the Landscape Information System

� (LIS) and the System Landscape Directory (SLD), to get system data for the

� 6ROXWLRQ�0DQDJHU�6\VWHP�/DQGVFDSH.

� The SAP Solution Manager can get server, database and system data

� automatically with this data.�� 3UHUHTXLVLWHV�� For using the /DQGVFDSH�,QIRUPDWLRQ�6\VWHP��/,6�:

• You have assigned the Solution Manager to a transport domain in the Transport Management System (STMS)

• Or you have specified the Solution Manager system as the new domain controller in the transport management system.

� For using the 6\VWHP�/DQGVFDSH�'LUHFWRU\��6/'�: • You have setup the System Landscape Directory (SLD).

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� The Solution Manager system data should be saved in its SLD.

5HTXLUHPHQWV • <RX�KDYH�LQVWDOOHG�D�6ROXWLRQ�0DQDJHU�'RXEOH�6WDFN� A connection to send system data to SLD is

created automatically.

• To send data from SLD to ABAP you must start a server in Java. This server will wait for ABAP calls.

• For the communication between ABAP and Java the SAP Solution Manager needs the user SAPJSF.

• The user SAPJSF is assigned in the Visual Administrator. This User is used to read data from SLD.

• You have to activate an RFC connection (such as sapsldapi_J2E) in the Visual Administrator for SLD under -FR�5)&�3URYLGHU -> 5)&�GHVWLQDWLRQ.

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� You should choose the System Landscape Directory (SLD) as the source for the data transfer, if SLD is set-up in your system landscape. The Landscape Information System (LIS) only gets data about system names, clients and software components in the systems, for systems in the transport domain. SLD gets server and database data independently of the transport domain.

� To access the 6\VWHP�/DQGVFDSH�'LUHFWRU\��6/'�: • Choose (GLW → ([SHUW�6HWWLQJV. • Specify the server from which SLD data is to be read, as 6/'�+RVW. • You can change the other options.

• You can also change these options when setting-up the System Landscape Directory.

• You can write data back into SLD by entering a value for :ULWH�'DWD�%DFN�LQWR�6/'.

• Choose &RQWLQXH.

� For further information, see 6\VWHP�/DQGVFDSH�'LUHFWRU\ in the SAP Library.

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� Systems outside of LIS and SLD can not be imported automatically. If you have systems outside of LIS and SLD, you will need to maintain the configuration manually. The job will check whether system data (client, application server or new system) has changed and updates this data in transaction SMSY.

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� The System Landscape Directory (SLD) contains two kinds of contents: the FRPSRQHQW�LQIRUPDWLRQ�and the ODQGVFDSH�GHVFULSWLRQ:

� The ODQGVFDSH�GHVFULSWLRQ�provides an exact picture of installed landscape elements including the connections between the systems. The content of the landscape description is created during the landscape implementation and automatically maintained through the whole software life-cycle.

� The FRPSRQHQW�LQIRUPDWLRQ�describes the building blocks of solutions and their possible combinations and dependencies. It describes the world of installable landscape elements. The various types of dependencies between building blocks play an important role in landscape implementation, change management and solution validation. The content of the component information is delivered by SAP and can be updated - for more information about updating the component information, see SAP Note 669669.

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� CR- is the component repository data. It includes the possible versions, support packages and it‘s combinations for pre-selections. e.g. For product R/3 there are the allowed version 3.1, 4.0b. 4.0B, 4.0C,…this would be CR. With help of CR content SAP avoid wrong or non existing LD data for SAP products.

� LD- these are the concrete descriptions of existing systems e.g. There is a R/3 System version 3.1 SID Support Package xxx …

� NR- is important for development if you have reserved name spaces for developed objects.

� CIM-Common Information Model -> Skip to next slide

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� The common Information Model is one outcome. It has become a de facto standard for describing and storing data on a system landscape. The System Landscape Directory bases on that CIM.

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� &HQWUDO�6/'�IRU�$OO�$SSOLFDWLRQV�� • Simplicity is often the key to robust and easy to handle system landscapes. The use of only one

central SLD for an entire system landscape is shown above. Possible SLD clients are the SAP Exchange Infrastructure (SAP XI), SAP Solution Manager, WebDynpro applications, and the SAP NetWeaver Development Infrastructure (NWDI). These systems may consist of several instances for development (Dev), quality assurance (QA), and production (Prod). Nevertheless, all instances are bound to one central SLD. This imposes high demands on the SLD regarding availability and stability. +LJK�DYDLODELOLW\�concerning operation, maintenance, and upgrade of the SLD is crucial for clients that depend on SLD data.

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� The system determines the displayed data automatically, if you have set-up automatic data capture for the system landscape. The system cannot determine all server data automatically, so you can complete it, e.g. with the frequency.

� You create attributes for servers, databases, systems, system components and main instances, to be able to assign additional properties to them, e.g. hardware attribute information or the person responsible for a system.

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� 3UHUHTXLVLWHV�• You are in the 6ROXWLRQ�0DQDJHU�6\VWHP�/DQGVFDSH transaction �SMSY).�

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• Select the landscape component 'DWDEDVHV, and choose &UHDWH in the context menu.

• Enter the required data.

• Choose attribute values from the possible entries help in the Other Attributes tab.

• Save the changes.

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� You create systems to be able to use them in Solution Manager projects.

� The system determines the displayed data automatically for ABAP-based SAP products, if you have setup automatic data capture for the system landscape. You can enhance this data or switch the data source to manual maintenance.

� For non-ABAP-based SAP products, and non-SAP-products, you must create systems yourself, to use them in your solution landscape in operational processing.

� You can also create systems under the guidance of assistants. To call the assistant, select the landscape component 6\VWHPV, and choose &UHDWH�1HZ�6\VWHP�ZLWK�$VVLVWDQWV, in the context menu.

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V This RFC will be used to “Read system data remote” from transaction SMSY, to read the “Data Collection method” for System Monitoring.

60B�60B�6,'!&/17�&OLHQW!B70:V This RFC will be used for the Change Manager.

60B�6,'!&/17�&OLHQW!B/2*21V This RFC will be used by the System Monitoring for accessing the “Analysis Method”.

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V This RFC will be used by the Customizing Synchronization functionality and by the System Monitoring for accessing the “Analysis Method”.

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V This RFC will be used to send Service Data and Support Desk messages from the Satellite system to the SAP Solution Manager system.

�

� From the “System Landscape”, transaction SMSY, select “Landscape Components” and in the tree “Systems” Æ <Product> Æ <SID> Æ <Instance>.

� Go to the tab “Clients”, select the client and choose the “Generate RFC Destinations” button. A new screen “Generate RFC Destinations” will be displayed. Select the RFC Destinations to be created by marking the check boxes, and choose the “User Option”. You can generate RFCs automatically from transaction SMSY.

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� Choose the RFC connection type Trusted System for the SAP Solution Manager, whenever possible. This avoids having to logon again every time that you go to a component system when using the SAP Solution Manager.

� You can specify a server group for load sharing, in the 5)&�'HVWLQDWLRQ $WWULEXWHV group box. If the specification of the message server is not sufficient to set-up an RFC connection in your network, or your network contains routers: Choose 5RXWLQJ�,QIRUPDWLRQ in the 5)&�'HVWLQDWLRQ $WWULEXWHV group box.

• The following dialog box displays the message server data. If you have not yet created the system message server as a server, it is created automatically and displayed at the left-hand side under /DQGVFDSH�&RPSRQHQWV, when you restart the 6ROXWLRQ�0DQDJHU�6\VWHP�/DQGVFDSH transaction.

• Specify any IP address.

• Specify the routing information for the direction 6ROXWLRQ�0DQDJHU��!�5RXWHU��!�6HUYHU, e.g. /H/1.2.3.4/H/5.6.7.8/H/9.10.11.12

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� SAP-OSS (Send Message to SAP)� SAP-OSS-LIST-O01 (Update Message from SAP)

will be created automatically by the system with a user which has been assigned previously.

� 3OHDVH UHIHU�WR�WKH�,0*�SDWKSAP Web Application Server | SAP Web Application Server | SAP Solution Manager| Basic Settings | SAP Solution Manager System | Connection to SAP | Assign user for forwarding Service Desk Message

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� With transaction SM59 you can adjust the RFC connections.

� For further information on SAP R/3 Front-end connections, see SAP Notes: 33135, 766505, 24177

� To forward Service Desk notifications and Issues to SAP, you need to assign a user to the SAPNet R/3 Front-end connection to SAP.

�� $FWLYLWLHV

• 1. From the SAP Solution Manager (transaction SOLUTION_MANAGER), choose (GLW�-> *OREDO�6HWWLQJV.

• 2. Choose 'LVSOD\��!�&KDQJH.

• 3. For SAP Service Marketplace, specify http://service.sap.com as the URL.

• 4. In the &RQQHFWLRQ�WR�6$3 tab, specify SAPOSS as the RFC destination. Note that the entry is case-sensitive.

• 5. For 8VHU�IRUZDUGLQJ�PHVVDJHV, enter a valid user and a password. This user will require all the authorizations for SAPNet R/3 Front-end for your customer number.

• 6. Save your changes.

� The system automatically generates the following RFC destinations and assigns the S-User and password you specified: SAP-OSS, SAP-OSS-LIST-O01

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� Goto Transaction SMSY. In order

• Choose from the Menu: Main Instance | Other Object …

• Insert SID, Push “ Generate Installation/Upgrade Key” Button

• In the next Pop-up insert “ system number” and “ message server”

• Push “ Generate Key” Button

� Details about the prerequisites can be found in note 811923.

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� Importance and Use of Logical Components

• The logical component is defined centrally in the SAP Solution manager system with specific logical systems assigned to development, quality assurance and production. The definition cannot be changed in the uses, i.e. in projects and solutions.

• You can assign several logical components to a project or solution.

• In the project, the logical component must be available to build the business process structure. For some functions in the implementation scenario, you can use the logical component information to logon directly to the component system.

• The logical components in the operations scenario provide the system information to the solution landscape. Only systems assigned to a logical component are available in the solution landscape.

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� Reasons for Logical Components

• The SAP Solution Manager is a scenario/process-oriented tool. To assign SAP systems to the business process, we need a more flexible “ object” , which is the logical component.

• It decouples the systems from the business process. You can change systems without changing the business process structure.

• All the implementation activities, project administration, Business Blueprint and Configuration, were developed for this path.

• If the same content is required for the system landscape SAP R/3 for America, the implementation scenario of the SAP R/3 EMEA can be duplicated to SAP R/3 America, and only the logical component has to be replaced centrally.

• You can visualize the system landscape and its sequence, e.g., DEV > QA > PRD, using logical components. New system roles can be built (restricted to 10) according to the customer needs.

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� There are several paths to create logical components, either when migrating solutions after an upgrade from SAP Solution Manager 3.1 to SAP Solution Manager 3.2, from the Project Administration or directly in the System Landscape.

� To create a logical component in the System Landscape, transaction SMSY proceed as follow:

• Choose “ System Groups and Logical Components” �6HOHFW�/RJLFDO�FRPSRQHQWV� ��3URGXFW!� • Choose Create New Logical Component from the context menu.

• Enter the required data, choose a product, choose a main instance.

• Save the changes.

• Specify the use of the logical component:

− To use a logical component in system groups, i.e. in solution landscapes for operations, or in projects, set the Active flag in the right hand window.

− Set the Inactive flag to hide the logical component system-wide from the new uses possible entries help, but retain existing uses of the logical component.

• Assign logical systems to the logical components for the various system roles, e.g. as development system, in the Current System Assignments tab.

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� You specify solutions, to use the SAP Solution Manager effectively. A solution contains systems in your system landscape, which you assign according to certain criteria, for example:

• It contains all systems used in the production processing in your system landscape, i.e. on which one or more of your most important business processes run. You can proactively monitor the business processes, business process steps, and interfaces of these systems (e.g. all production systems).

• It has a restricted view of the systems in your system landscape, e.g. for a business area.

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� In the past some screen were partially confusing and not very intuitive. Using this screen for the operations setup you have access to all relevant transaction such as transaction smsy to access the system maintenance or access to the Solution Directory, where you can define so called logical components and link them to the solution landscapes.

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� This function identifies SAP Solution Manager and solution landscape problems and takes appropriate action.

� 3UHUHTXLVLWHV�• You have created at least one solution.

� )HDWXUHV�• You can perform self diagnosis at various levels:

• For the SAP Solution Manager

− For the SAP Solution Manager DQG a solution

� $FWLYLWLHV�• Choose the transaction SOLUTION_MANAGER.

• You go to the SAP Solution Manager: Active Solutions screen.

• Proceed as follows as you require:

− To perform self diagnosis for the SAP Solution Manager continue from step 3.

− To perform self diagnosis for the SAP Solution Manager and a solution, choose the solution.

• Choose Goto → Self Diagnosis.

− You get an overview of all self diagnosis logs in the system.

− Choose Message Long Text for the row to see the long text with further information for a diagnosis.

© SAP AG SM100 3-32

− You can show or hide the messages by analysis types, with the pushbuttons in the legend. You can, for example, hide all analysis types which only display Information.

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� Select the logical component(s) for your Solution Landscape from the pull-down menu

� The logical system where eCATT scripts and test cases will be stored is the Solution Manager by default. A different system can be selected using the pull-down menu. The advantage with using the Solution Manager is for central storage location for the eCATT scripts and test cases.

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� You can define, change and delete the system roles and logical components of your solution in the System Group tab as follows:

• 6SHFLI\�OHDGLQJ�V\VWHP�UROH��QDYLJDWLRQ�UROH��− The leading system role defines all systems in which the business processes run.

• $GG�V\VWHP�UROH�DQG�V\VWHP

− Choose other system roles if, for example, you want to monitor other systems than your production systems in the solution.

− You can define user system roles with Edit System Roles.

• &UHDWH�ORJLFDO�FRPSRQHQW�− Choose the possible entries help for the Logical Components column.

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� Specify the following settings for your solution, in the Solution Settings tab:

� Day of SAP EarlyWatch data download

� Choose Setup EWA, to:

• Deactivate automatic data download

• Not send the EWAs to SAP

� Monitoring graphic refresh period

� Administration information

� Knowledge Warehouse Information

• (You can only display the Knowledge Warehouse information.)

� Document copy options

• Copy options

• Select document types

� Central systems for test cases

• If you flag a central system as obligatory, you no longer need to assign logical components for the business scenarios, to the test cases, in the Test Cases tab.

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SAP AG 2006

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� In early Support Package versions it is possible, that it is only allowed to add systems with the same system role to one system landscape.

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� In the Solution Directory Structure:

� Expand the Solution Directory Structure

� Click Business Scenarios

� Select the Structure tab

• Select the scenario source, such as ’Business Process Repository’ or ’Project’ from the ’Selection Help’ pull-down menu

• Position cursor in the ’Scenario Name’ column and use the pull-down menu to list the possible selections

© SAP AG SM100 3-39






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� The status “ productive” has to be chosen if the Business Process is used for the Operations Area (i.e. for Business Process Monitoring).

� The predefined content from the SAP can also be copied from the Business Process Repository at the business process and business process step levels. This is how you can leverage content for R/3, R/3 Enterprise, and mySAP ERP, for example.

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SAP AG 2006

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� To define new business processes you have the possibility to choose

• existing business processes from already defined projects

• existing business processes from the Solution Directory

• or new business processes from a business process repository

� Using the last option you can benefit from a large list of SAP predefined business processes from the most common organizational areas, such as:

• Product Development and Introduction

• Sales

• Marketing

• Procurement

• Logistics

• Finance

• … .

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SAP AG 2006

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� After saving the newly created business process you can switch to the Graphic tab to already view and, if necessary, change the business process. You can redistribute single steps and/or define new interfaces with the “ create line” option chosen by doing a right mouse click on the step where you want to create a new interface from.

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� In order to create a new business process, or edit an existing one, choose ’Business Scenarios’ (If there is none, you can create one by entering its name in the ’Structure’ tab). At the child tree element ’Business Processes’, you can create and maintain business processes. Process templates are available. For support the 2SHUDWLRQ�7HPSODWH’ is the most appropriate.

� Once you have updated the processes or steps, close the ’Solution Directory’ and go back to your original session, open another check and save it, and then open this check where you will see the updated data of the business processes.

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� Here you can see how everything we have discussed is coming together:

� Starting on the left side with defining projects, using the business process repository and the operation templates

� Then you would proceed with defining your business processes, scenarios and the single steps

� This is then used and visible within the Solution Directory and assigned to the Solution Landscape

� In the back of these definitions within the Solution Directory you will find the logical components with its products, systems etc, maintained within the transaction SMSY

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At the conclusion of this exercise, you will be able to:

• Create a solution landscape in the SAP Solution Manager

• Create a Business Process in the SAP Solution Manager

Creating a solution landscape and a Business Process are the essential parts for using the Operations Part of the SAP Solution Manager.

1 In order to be able to setup a new solution, you have to define all required components first.

1-1 Call transaction SMSY and define a new server “ GXPP\B[[” .

1-2 Right-click on “'DWDEDVHV” and define a new database called '[[.

1-3 Right-click on “6\VWHPV” and choose “ FUHDWH�QHZ�V\VWHP�ZLWK�DVVLVWDQW” . Use the same SID as you have used for the database. The system data:

• 6$3�(&&��• Installation number: ��[[

• ECC Server: UHOHYDQW • System number: ��

• Client:��

• Message Server: GXPP\B[[

Now we come to the next assistant who helps us to create and /or assign logical components to our newly created system.

1-4 Define a new logical component “=B0\&RPSRQHQWB[[” with the role “3URGXFWLYH�6\VWHP” and the client 100.

2 Create a solution landscape in the SAP Solution Manager called “60��[[” and include the logical components for training systems 77�� (SAP Solution Manager), 77�� (SAP ECC), your own system '[[�� (SAP ECC), &53 (CRM Server), and :06 (WMS) into the Solution Landscape.

2-1 Call Transaction DSWP and create a new solution. Enter the Solution name “60��[[” . Assign the logical components in the “ Solution Landscape Maintenance” to this solution landscape.

2-2 Change the “6ROXWLRQ�6HWWLQJV” and setup EWA. Setup the monitoring refresh period to “ 10” minutes. Add yourself as a contact person for the solution.

© SAP AG SM100 3-48

3 In this exercise you create an own business scenario with two business processes.

3-1 Within the Solution Directory click on Business Scenarios. Create a new Business Scenario “ My Business Scenario xx” with status “ Production” .

3-2 Choose a new business process “ Customer Order” from the “ Business Process Repository” with status “ Production” and process availability of “ 7x24h” .

3-3 Create a new business process with the name “ My Little Process xx” and define two own business process steps. Connect both systems with a synchronous line and assign some dialog transactions of your choice to the process steps.

�,Q�WKH�6$3�6ROXWLRQ�0DQDJHU�V\VWHP��4 Optional Exercise:

4-1 Within the Solution Directory, where you have just created your business processes, click on the button “ Business Process Details” to access the Business Process maintenance. In the first screen choose the checkbox “ Details” , assign your own created business process to the organizational area “ Sales” , save and open the next check. Steps through all open checks and fill out the required data as good as you can.

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At the conclusion of this exercise, you will be able to:

• Create a solution landscape in the SAP Solution Manager

• Create a Business Process in the SAP Solution Manager

Creating a solution landscape and a Business Process are the essential parts for using the Operations Part of the SAP Solution Manager.

1 In order to be able to setup a new solution, you have to define all required components first.

1-1 Call transaction 606< and right-click on “6HUYHU” to create a new server “ GXPP\B[[” . Define freely the technical data. Save your settings.

1-2 Right-click on “'DWDEDVHV” and define a new database called '[[, where xx stands for your group number. Define freely the technical data. Assign the previously defined server to this database. Save your settings.

1-3 Right-click on “6\VWHPV” and choose “ create “QHZ�V\VWHP�ZLWK�DVVLVWDQW” . Use the same SID as you have used for the database. Enter “'XPP\�6\VWHP�IRU�*URXS�[[” in the description field; choose “6$3�(&&” as SAP Product with product version “6$3�(&&��” . Continue. On the next screen choose “5HOHYDQW” next to the SAP ECC Server entry. Continue to the next screen. Choose system number “ ��” , the GXPP\B[[ server as message server and “ ��[[” as installation number. Continue. Select “$VVLJQ�/RJLFDO�&RPSRQHQWV” , specify FOLHQW�� and continue. Choose “&RPSOHWH” to save your entries.

Now we come to the next assistant who helps us to create and /or assign logical components to our newly created system.

1-4 Type in the field “/RJLFDO�&RPSRQHQW” the new component “=B0\&RPSRQHQWB[[” with the role “3URGXFWLYH�6\VWHP” and the FOLHQW��. Choose continue and complete to save your settings. Confirm the next screen with “ Yes” to create this new logical component.

© SAP AG SM100 3-50

2 Create a solution landscape in the SAP Solution Manager called “ SM100-xx” and include the logical components for training systems TT4 (SAP Solution Manager), TT5 (SAP R/3), CRP (CRM Server) and WMS (WMS) into the Solution Landscape.

2-1 Call Transaction '6:3 and choose “6ROXWLRQ�2YHUYLHZ” . Click on “QHZ´ to create a new solution. Enter the Solution name “60��[[” with. Choose continue. On the following screen choose the link for “6ROXWLRQ�/DQGVFDSH�0DLQWHQDQFH” . Choose the tab “6\VWHP�*URXS” to assign the systems which you want to assign to this solution landscape. Select the following logical components:

� 6$3�&50�Æ�&50�6HUYHU�Æ�&50�6(59(5��&53�� 6$3�(&&�Æ�6$3�(&&�6HUYHU�Æ�=B0<&20321(17B[[�� 6$3�(&&�Æ�6$3�(&&�6HUYHU�Æ�6$3�(&&��ZLWK�77�� 6$3�6ROXWLRQ�0DQDJHU�Æ�6$3�6ROXWLRQ�0DQDJHU�Æ�6$3�6ROXWLRQ�

0DQDJHU��ZLWK�77�� :06�Æ�=:06B:06�

Save your system selection

2-2 Now choose the tab “6ROXWLRQ�6HWWLQJV” . Change the monitoring refresh period to 10 minutes. Click on ³6HWXS�(:$´. Deselect the checkboxes “6HQG�WR�6$3” for all systems and confirm to activate the EWA processing for the selected systems. Use the “&RQWDFWV” button and insert your assigned SAP user name as contact person for this solution landscape. Save your settings.

3 In this exercise you create an own business scenario with two business processes.

3-1 Expand the Solution Directory Structure of your landscape and click on Business Scenarios. Change to the tab “6WUXFWXUH” and enter the name of a new Business Scenario “0\�%XVLQHVV�6FHQDULR�[[” with the status “3URGXFWLRQ” . Save your settings.

3-2 Expand on the left side your newly created Business scenario and click on “%XVLQHVV�3URFHVVHV” . On the tab “6WUXFWXUH” choose the source “%XVLQHVV�3URFHVV�5HSRVLWRU\” . Then use the F4 help within the field “3URFHVV�1DPH” to choose the process. Navigate into the RUJDQL]DWLRQDO�DUHD�³6DOHV´�Æ�&XVWRPHU�2UGHU and select the checkbox 6$3�5��&. Confirm your selection, change the status to “3URGXFWLRQ” and save. Expand on the left side the Business Processes and click on your newly created Business Process “&XVWRPHU�2UGHU” . Change the logical component for all business process steps to “6$3�(&&” and save your changes. On the “*UDSKLF” tab you can see the newly created business process

3-3 Back on the left hand Solution Structure click again on “ Business Processes” and choose the “6WUXFWXUH” tab on the work area at the right hand side. Enter into the next free line of the field “ SURFHVV�QDPH” the new name “0\�/LWWOH�3URFHVV�[[” with the status “3URGXFWLRQ” and save. In the navigation tree on the left click on the newly created process. Switch to the “6WUXFWXUH” tab and enter the following step names and logical components:

© SAP AG SM100 3-51

6WHS�1DPH� /RJLFDO�&RPSRQHQW�Create sales order CRM SERVER

Create sales order SAP ECC

Create delivery SAP ECC

Perform picking ZWMS_WMS

Send pick confirmation

ZWMS_WMS

Post goods issue SAP ECC

Create invoice SAP ECC

Save your settings and switch to the “*UDSKLF” tab. Do a right mouse click on the first step and choose “&UHDWH�/LQH��6\QFKURQRXVO\�” . Drag the yellow dot to the following step to create an interface between these two steps. Proceed with all other steps the same way. Than save your settings.

�� 2SWLRQDO�([HUFLVH��4-1 Within the Solution Directory, where you have just created your business processes,

click on the button “%XVLQHVV�3URFHVV�'HWDLOV” to access the Business Process maintenance.�In the first screen choose the checkbox “'HWDLOV” , assign your own created business process to the RUJDQL]DWLRQDO�DUHD “6DOHV” , save and open the next check.�Steps through all open checks and fill out the required data as good as you can.

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© SAP AG SM100 4-1

SAP AG 2006


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'HOLYHU\�RI6$3 6HUYLFHVV Onsite/remote deliveryV Issue Management

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processes

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SAP AG 2006

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SAP AG 2006

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� End users inform the relevant support unit working in SAP Solution Manager.

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SAP AG 2006

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(DV\�FUHDWLRQ�RI�PHVVDJHV�E\�HQG�XVHUV�IURP�UHJXODU�ZRUN�DUHD� -> Help -> Create Support Message� Short text / long text / priority� File attachments

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� Business partners are at the center of business transactions, and thus, the center of business interest. All relevant information about a business partner must therefore be available quickly in a consolidated form. The customer therefore needs to have a central and comprehensive view of the business partner.

� A business partner can only be created once, regardless of the business transactions in which it participates. For example, if a company is both a customer and a vendor, the company is still one and the same business partner.

� However, a business partner can figure in a company in other ways. Depending on the specific business processes in which a business partner participates, the information required about the business partner may vary considerably. For example, for the goods delivery process, information on Incoterms and delivery conditions is required; whereas, for the sales order processing, information on delivery dates and payment conditions is necessary.

� A business partner can be in contact with other business partners. These relationships can be very different in nature (for example, a marriage, contact person, company relationships).

� The 6$3�%XVLQHVV�3DUWQHU provides functions that fulfill these business processes. A business partner is created only once in the system, but can take on several different roles. The different relationships between business partners can also be defined.

© SAP AG SM100 4-27

SAP AG 2006

3DUWQHU�)XQFWLRQV IRU WKH 6HUYLFH�'HVN�0HVVDJH

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message processing?

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going to pay for the support service ?

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the system ?

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� ��6ROG�7R�3DUW\� Stores the business partner customer. �³:KLFK�FXVWRPHU�LV�JRLQJ�WR�SD\�IRU�WKH�VXSSRUW�VHUYLFH"´�� The partner function sold-to-party is obligatory and may not be deleted.

� 6/)1��6\VWHP�$GPLQLVWUDWRU� Stores the business partner ID of the system administrator �³,Q�FDVH�RI�PDLQWHQDQFH��:KR�LV�WKH�DGPLQLVWUDWRU�RI�WKH�V\VWHP"´��

� 6/)1��.H\�8VHU� Stores the business partner ID of the key user (“Which key user was reporting the problem?”)

� 6/)1��6XSSRUW�7HDP� Stores the business partner ID of the responsible org.unit �³:KLFK�VXSSRUW�WHDP�LV�UHVSRQVLEOH�IRU�PHVVDJH�SURFHVVLQJ"´��

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� The business partner for the KEY USER can be maintained in transaction BP.

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� 3RVLWLRQ�Position is an organizational object (object type key S) that shows the functional task distribution of individual items and their reporting structure in the organizational plan. In CRM, positions could be, for example, sales manager, sales representative, Interaction Center manager or Interaction Center agent. Holders (employees or CRM users) can be assigned to one or more positions.

� (PSOR\HH��8VHU�Employees and users are persons assigned to a position. A person can be a CRM business partner with the role (PSOR\HH (object type key BP) or only a &50�8VHU (object type key US) that is assigned to a position in an organizational plan. By assigning an employee or a user to a position, you can show where an employee is assigned organizationally in a company (what his/her function is). Assigning an employee is recommended because an employee master contains more business data than a user.

� Transaction PPOMA_CRM

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� Set up your whole organization structure within transaction PPOMA_CRM

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� The SAP Solution Manager uses the IBase as an internal knowledge base for the Service Desk functionality. Systems are referenced as so called ‘components’ with a support message

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� Benefits of Installed Base Management for your customers:

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� Benefits of Installed Base Management for your company:

• Your company can give field service representatives the information necessary to anticipate requirements prior to arriving on site.

• Your company can facilitate product improvements and quality management by tracking services performed on products and installations.

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� The number of installed base levels is unlimited.

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� Within the Content Management service, you can assign documents of different types to an installed base or an installed base component.

� Customer-specific components require additional programming.

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� Benefits of service contracts for your customers:

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� Press the Send button to finish

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� Here you can set some special settings. Select Get Variant and choose the according variant.

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� Two different areas: Fast Entry and Transaction Data (contains more information)

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� The Transaction Data screen offers different tabs that provide individual functionality

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� You can search for relevant notes in the SAP Marketplace.

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� 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!

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� 0RQLWRULQJ�<RXU�(QWLUH�/DQGVFDSH�� The continually increasing number of IT solutions and components is a growing challenge for the

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� Instead of classic system monitoring of individual system components, we now talk about VROXWLRQ�PRQLWRULQJ, where entire business processes can be monitored as a whole across multiple components. This concept is realized through the following three monitoring sections within the SAP Solution Manager

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� The most difficult task in setting up a real good monitoring is to find suitable thresholds! SAP is trying to help the customers as good as they can with shipping default values and KPI’s, but those still need to be adopted. This can only be defined with carefully watching the system and trying to find thresholds which are still acceptable, which means “green”, critical, which means turning to “yellow” and which are no longer acceptable – “RED”!

� Expert monitoring can not be automated! This is manual work! But still, SAP is shipping a lot of trend analysis reports which help to identify potential problems.

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� ,QGLYLGXDOO\�&RQILJXUDEOH�� Threshold values, methods, detailed help, and monitor sets with monitors for all aspects of system

management are predefined in the monitoring architecture and are available in every SAP system. You can also customize all settings to your own requirements and, for example, configure customer-specific monitors so that only the data about your system landscape that is relevant to your needs is displayed.

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� Use this section of the SAP Solution Manager to lay the foundation for setting up the correct procedures for monitoring your SAP solution. The recommended technique is to define an explicit monitoring concept for central system monitoring using the Computer Center Management System (CCMS) in conjunction with the SAP Solution Manager.

� This form of business process-oriented system monitoring, which starts with individual business processes and monitoring all operations-relevant system components, is known an inside-out approach. The complementary outside-in approach involves using tools from third-party manufacturers. To achieve comprehensive monitoring, SAP recommends using both approaches simultaneously.

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� %DFNJURXQG Since the CCMS architecture cannot handle two systems with identical SID, it is not possible to activate those systems at the same point in time.

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• 3. Choose ’Generate RFC connections’ in Tabstrip ’Clients’.

• 4. Mark the checkbox ’Assign RFC Dest. for System Monitoring’.

• 5. Save your changes.

• 6. After the generation of the RFC connections to all monitored systems return to this step ’Check CCMS connectivity’ and press the ’Refresh’ Button, if you did not restart the ’Setup System Monitoring’ after performing step 5.

� For more detail information about CSMREG user and prerequisites for the System Monitoring see 6$3�1RWH��

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� Using the TID flag you can specify the thresholds for individual MTE (monitoring tree elements) objects – e.g. for different hard disks.

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� On this screenshot you can see the table to change the threshold of the satellite system as described on the previous slide.

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� Select the F4 value help and select a CCMS context , which is just a specific group of CCMS nodes.

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� Any alert available in CCMS of the satellite system can be copied and monitored from Solution Manager. You may be required to do this fix pre-defined alerts that have a ’grey diamond’ status. This may be due to a MTE name difference for the alert in the Solution Manager and the satellite. In this case, you can access the CCMS on the satellite system as shown in this slide, find the needed alert and copy into the Solution Manager. Once this is done, simply activate it and save. Note that the alerts shown depend on which ’Context’ is selected, as shown in the previous slide.

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� When getting a red alert you simply have to click on the alert itself to navigate into a more detailed list of alerts, which shows exactly where the red alert comes from.

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� With clicking on [MORE] you can open the history of alerts as shown on the next slide.

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� Clicking on display alerts than summarizes all open alerts of all selected nodes. From here you can than complete the alerts, access the analysis tools or access the individual properties.

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� It can be reached via transaction dswp | Goto | Alert Overview

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� Estimate the number of QRQ�$%$3�EDVHG�LQVWDQFHV (ITS, IPC, BC, etc.) in the solution landscape. Multiply this number by �. (The average number of alerts per instance activated by default is 5.)

� Sum-up the number of alerts. This gives you the number of alerts retrieved per refresh.

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� The above calculation is a rule of thumb for one solution landscape. If there are a lot of systems to be monitored with the Solution Manager, which would exceed the 1000 alerts per refresh limit, then RZ20 in the Solution Manager should be used instead of the Alert Graphics, or a combination of the two methods could be used.

� There is also the option of using agent push technology, which is more efficient than the RFC pull technology.

� Example:

• 2 SAP Systems with in total 8 instances Æ 8 x 25 = 200

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� SAP EarlyWatch Alert is an important part of making sure your core business processes work. It is a monitoring tool that monitors the essential administrative areas of SAP components and keeps you up to date on their performance and stability. SAP EarlyWatch Alert runs automatically to keep you informed, so you can react to issues proactively, before they become critical.

� SAP EarlyWatch Alert is most effective when activated for all SAP components in your solution. It is covered by your maintenance agreement with SAP so you can do so at no extra charge.

� The objectives of SAP EarlyWatch Alert are to:

• Prevent bottlenecks

• Identify potential problems at an early stage

• Provide regular and automatic monitoring of the performance of SAP components

• Provide regular and automatic monitoring of essential administrative areas of the SAP component

• Provide regular reports

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SAP AG 2006

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� 0RQLWRUV WKH�IROORZLQJ�UHJXODUO\�DQG�DXWRPDWLFDOO\��V W (��X��+"�L!� "!�-*��+��>��L��JK2�� Y�V R�� +��P *�?Z*��[$�� ;"\*��; 5+��*�"��*��]�+L��KX� �� -�V Greatly minimize the risk of downtime

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� Once activated for each component, SAP then recommends setting it to run on a weekly interval. Once the interval has been set, SAP EarlyWatch Alert runs automatically; each time producing a report.

� In evaluating SAP components, SAP EarlyWatch Alert monitors the following:

• General component status

• System configuration

• Hardware

• Performance development

• Average response times

• Current workload

• Critical error messages and process interruptions

• Database administration

� In addition to giving you an overview of system performance, SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services, for example SAP Solution Management Assessment and SAP SQL Statement Optimization.

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SAP AG 2006

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� Due to system technical reasons, SAP strongly recommends to send SAP EarlyWatch Alert data at SAP by using Load Balancing in SAPNet-R/3 Frontend. Please check your RFC connections to SAP and ensure that they employ load balancing. To do so, follow the instructions contained in SAP Note 812386. For the SAP Solution Manager system please also refer toSAP Note 802659.

� Please note that the deactivation of the SAPNet R/3 Frontend on April 3, 2006 (quick link /supportapps) will have no influence on SAP EarlyWatch Alert data processing or the provision of remote services by SAP. Service connections, SAProuter connections, and RFC connections to SAP will remain unaffected.

� Further Information can be found on SAP Service Marketplace service.sap.com/ewa.

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� 3UHUHTXLVLWHV�� The main prerequisites for using SAP EarlyWatch Alert are:

• A remote connection between your SAP component and your SAP Solution Manager.

• Your SAP System must be release 3.0D or higher

• Implementation of SAP Note 91488.

• The job SAP_COLLECTOR_FOR_PERMONITOR must be scheduled hourly. To verify this, call transaction SM37 in your system.

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The Service Data Control Center (SDCC, new transaction SDCCN) supports the preparation and delivery of SAP service sessions, such as GoingLive and EarlyWatch Alert.�It is intended primarily for SAP service engineers performing SAP service sessions, as well as for system administrators and other qualified customer employees working in their own SAP Solution Manager systems.

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Supply multiple SAP Solution Manager systems with data.�Centralized control from within one SAP Solution Manager�Automate all the operations and processes needed to transfer performance data from the system(s) in which the data was collected to the system in which the data will be analyzed.�Performance data can be analyzed in your SAP Solution Manager system or in a system at SAP.�All the tasks performed are logged, which allows you to track the progress of each task.�Data need not be collected again if usable current data is available This improves system performance. �Integration with system landscape administration (transaction SMSY)

�

� The new Service Data Control Center (transaction SDCCN) supersedes the old Service Data Control Center (transaction SDCC) that collected and managed performance data for analysis in SAP service sessions.

� The SDCCN Administration Tool allows you to build an overview of satellite systems running the Service Data Control Center that provide the SAP Solution Manager with data. You can use the SDCCN Administration tool to perform certain administration and monitoring functions on the Service Data Control Center in connected systems.

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SAP AG 2006

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� Before you can work with the Service Data Control Center, it must first be activated.

� The Service Data Control Center will only need to be activated once after it has been installed.

� 3URFHGXUH��• You can activate the Service Data Control Center either from the SAP Solution Manager system or by

using the built-in activation function in the local system. If you use the SAP Solution Manager system, you can activate the Service Data Control Center for each individual system or centrally for several systems.

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SAP AG 2006

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� When the Service Data Control Center is activated, it performs the following actions:

• De-schedules AUTO_SESSION_MANAGER (ASM), the background job for the old Service Data Control Center.

• Checks whether Customizing settings exist

− If no Customizing settings exist, default values will be filled in automatically.

− If settings already exist, they will be left unchanged. Note that existing settings will not be overwritten.

• Creates the following two tasks (if they are not already available):

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• Activates the task processor

− The task processor job checks whether tasks are available to be processed.

− To ensure the timely processing of all tasks the recommended frequency is ‘hourly’.

• Prompts you to create a new RFC destination (SDCC_OSS) to the SAPNet R/3 frontend (formerly called SAP OSS system). It is recommended that you set up a new RFC destination with the name SDCC_OSS. The Service Data Control Center uses this RFC destination to communicate with the SAPNet R/3 frontend. For this to work correctly, the original RFC destination SAPOSS must be working. The SAProuter string used for the SAPOSS destination will be used to set up the RFC destination SDCC_OSS.

• Locks the old Service Data Control Center (transaction SDCC).

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� 1. You configure the SAP EarlyWatch Alert scheduling in the SAP Solution Manager. You have:

• scheduled the service sessions for your solution, in the SAP Solution Manager Solution Directory. The default value is 0RQGD\V� You should retain this value.

• activated or deactivated the download of SAP EarlyWatch Alert data from the SAP Solution Data Manager for your solution systems.

� 2. You have activated the SAP EarlyWatch Alert monitoring for your solution systems.

� 3. Data collectors in the satellite systems aggregate analysis-relevant system and performance data weekly.

� 4. The system downloads this data to the SAP Solution Manager with the 6$3�6ROXWLRQ�'DWD�0DQDJHU (SDCCN).

� 5. The job SM:EXEC SERVICES triggers the processing of the data in a system session.

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� *RDO��• You want to check the data download function when setting up SAP EarlyWatch Alert.

• You want to know the current status of your data, independently of the weekly reports.

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� 3URFHGXUH��• 1. Choose the SAP EarlyWatch alert for a system.

• 2. You go to a screen in which the further procedure is explained.

• 3. Call the Service Data Control Center (transaction: SDCCN), in the relevant system, with the &DOO�6HUYLFH�'DWD�&RQWURO�&HQWHU pushbutton. You go to the Service Data Control Center of the selected satellite system.

• 4. Choose the &UHDWH�1HZ pushbutton in the Service Data Control Center.

• 5. Choose the 5HIUHVK�6HVVLRQV task. A dialog box appears.

• 6. To refresh the task immediately, choose 1RZ.

• 7. To schedule the task once, choose the Run 7DVN�2QFH pushbutton.

• 8. Choose your Service Data Control Centre 7DUJHW�5)&�'HVWLQDWLRQ from the possible entries help.

• 9. Confirm. You get a task number

• 10. Confirm.

• 11. Your task number appears in a row in the 7R�'R tab.

• 12. Select this row.

• 13. Choose (GLW�→�6WDUW�1RZ��• 14. Confirm.

• 15. You can monitor the job in the 7DVN�/RJ tab.

• 16. Go back to the SAP Solution Manager system.

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SAP AG 2006

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� 1. Refresh your data in the SAP Solution Manager.

� 2. Successful download is indicated by a symbol in the SAP Solution Manager overview. The alert data is then available in the SAP Solution Manager.

� 3. Choose the link to the SAP EarlyWatch Alert, to process your session data in the SAP Solution Manager.

� 4. Proceed as described.

� 5. You can start the background job yourself with 6WDUW�6HUYLFH�3URFHVVLQJ�� 5HVXOW�

• You can see the status of the data for your systems in the SAP Solution Manager. The performance data is for the last complete week. All other data is from at least the date of the download.

• You can generate the SAP EarlyWatch Alert Report as an MS Word or HTML document, or display the session in SAP EarlyWatch Alert display mode.

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SAP AG 2006

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� The SAP EarlyWatch Report gives you detailed information about system status, performance, configuration, system operation, database administration and trends.

� You can generate an SAP EarlyWatch Alert report as:

• HTML document

− You can send the HTML report as an E-mail, to yourself and any number of other recipients ($GG�5HFLSLHQW… pushbutton).

− You can only enter one recipient per row.

• MS Word document

− When you have generated the report, it appears as an attachment.

− You can send the document as an E-mail from MS Word.

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SAP AG 2006

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� All EWA-enabled satellite systems connected to SAP Solution Manager send their EWA data to SAP once a month (every four weeks). This automatically keeps the system and software component data for your SAP systems that is stored in the SAP Support Portal (quick link /system-data) up-to-date. If the EWA data for an SAP production system is marked with a red light after evaluation, the EWA data is immediately sent to SAP for further analysis; if your alert is critical, you will then receive a call from SAP.

� To correctly set up SAP EarlyWatch Alerts for your SAP systems:

• 1. Activate the EWAs in SAP Solution Manager (see the SAP Solution Manager Configuration Guide).

• 2. Deactivate the EWAs at SAP (see SAP Note 207233 (section 1, point 5)).

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� To create the report, SAP EarlyWatch Alert reads system data and analyzes it against set threshold values. Depending on the analysis, SAP EarlyWatch Alert issues a red, yellow, or green traffic light to indicate to what degree the threshold values are exceeded. The symbols are visible both in the report and as a graphic alert in the system monitoring area of the SAP Solution Manager.

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� In order to be able to send the EWA report via e-mail it is mandatory to setup SAPconnect using transaction SCOT.

� SAPconnect distinguishes between three different node types according to the type of connection with the SAP System:

� SMTP Nodes

� The connection between nodes of this type and the SAP System is based on the Internet mail protocol.

� There is one SMTP node in each client of an SAP System. This node is created automatically by the system, it cannot be deleted, and no more nodes of this type can be created.

� RFC Nodes

� The connection between nodes of this type and the SAP System is based on the SAP remote function call protocol.

� There can be any number of RFC nodes in each client of an SAP System. These nodes can be deleted and more nodes of this type can be created.

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SAP AG 2006

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� In addition to these requirements, the macro security settings need to be adopted according to note 199123.

� If you use newer Word versions in Solution Manager (Operations) Æ see note 489806

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SAP AG 2006

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� SAP EarlyWatch Alert will be performed at the customer site using the SAP Solution Manager; therefore it is mandatory for each customer to send the results of the SAP EarlyWatch Alert to SAP monthly. To facilitate the request of our customers, to have the SAP EarlyWatch Alert results of productive installations periodically validated by SAP, we will send a validated report back to the customer on a quarterly basis.

� In case of any critical alerts monitored by SAP EarlyWatch Alert the results will be send in addition to those periodical reports, to SAP. In case of vital alerts reported through SAP EarlyWatch Alert each productive installation is entitled to the max of two SAP EarlyWatch Checks performed by SAP. Additional SAP EarlyWatch Checks will be charged according to the standard price list.

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� Double stack installations do not make use of the Central SDCCN, but use their local SDCCN to obtain the non-ABAP data that is collected by the Diagnostics part of the Solution Manager.

� When using pure java system, the data have to be send by ccms agents to an ABAP 640 system or higher. On this system the alerts will be visible within the CCMS. You then have to make both systems, the Java system and the ABAP 640 system, available in SMSY. Next you have to assign the java system as a system component which will then collect also the java data and show them in the EWA of the ABAP system. Therefore go to the main instance tab and set a java main instance to relevant and assign your java system. This is the old, available standard solution. At the moment SAP develops it also for java stand alone, which will probably be available with the new ST-SER.

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SAP AG 2006

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� The RTCCTOOL “SAP Servicetools Update” is checking the availability of all tools required to perform SAP service sessions. You can start the report RTCCTOOL in transaction sa38 or from within SDCCN with creating a new task “Service Preparation Check”.

� To perform RTCCTOOL you need to have a correctly configured RFC destination SAPOSS to access sapserv3.

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SAP AG 2006

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� Please read the documentation on top of the result output and apply the recommendations as described there.

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� 6HUYLFH�/HYHO�0DQDJHPHQW�7HDP�• Form an SLM team with the following members

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� ,7�VWDII�UHVSRQVLEOH�IRU�PDQDJLQJ�DQG�PRQLWRULQJ�VHUYLFH�OHYHOV��7KH�WDVN�RI�WKH�6/0�WHDP�LV�WR�• Document the user requirements in a service level agreement (SLA) made between the Business

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SAP AG 2006


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� The SL report is a condensed form of EarlyWatch Alert reports. Therefore, in large landscapes, the SL report accelerates and simplifies the process of finding important information.

� 9HULILFDWLRQ�• Monitor Achievement of Service Level Goals

− The service level agreement (SLA) provides a standard against which you can evaluate your service level reports, and thereby measure the success of your IT department in meeting its service level goals.

− To monitor achievement of your service level goals, check each SLR against the SLA.

− Schedule a meeting of the SL team the end of each quarter to evaluate the SL reports for that quarter and discuss strategy for maintaining or improving service levels.

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SAP AG 2006

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SAP AG 2006

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� 6HUYLFH�/HYHO�5HSRUWLQJ��• Is based on EarlyWatch Alert knowledge engine

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• Evaluates key performance indicators (KPI) and derives recommendations like ordering standard SAP services or implementation of certain support packages and notes

• Generates preconfigured recommendations that can be individually tailored and extended

• Facilitates forecasting

• Is linked to relevant SAP services, such as GoingLive, SAP EarlyWatch or Solution Optimization Services

© SAP AG SM100 9-9

SAP AG 2006

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� In the SAP Solution Manager 4.0 there are some enhancements compared to previous versions. The biggest enhancement is the integration of the Central Performance History (CPH).

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SAP AG 2006


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� System Administration is involved in Help Desk, Expert Team, and IT Infrastructure.

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� In the Service Level Agreement the Service Goals for Help Desk and Expert Teams are defined.

� The Help Desk is the first contact for the end users in case of problems. In case of problems the Expert Teams are informed to solve the problems.

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SAP AG 2006

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SAP AG 2006

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� Having a highly available Technical Infrastructure in place is crucial in order to reduce “unplanned downtimes” which can be caused by hardware crashes, application failures/crashes, operational mistakes, etc.

� From a technical infrastructure point of view, the architectural and technical single point of failures (SPOF) need to be identified and secured in an appropriate manner.

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SAP AG 2006

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� Within the System Availability you have the possibility to maintain a time table which allows to define time windows where the availability is not measured. This is important since typically there are time windows for planned downtimes used for system maintenance tasks. Those time windows are than excluded from the 100% availability.

© SAP AG SM100 9-19

SAP AG 2006

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)HDWXUHV�RI�$YDLODELOLW\�0RQLWRULQJCCMSPING can check the availability of the application server. With this monitoring method, an application server is regarded as active, if the server is reported as active at the message server.

Availability monitoring also displays the following performance attributes for monitored application servers (as of CCMSPING with release 6.20):� Dialog Response Time� Number of Users Logged On� Standardized dialog response time (as of Basis 4.5B)

�

� Availability monitoring uses the alert and display functions of the monitoring architecture. However, for data collection (that is, to determine whether a remote system is active and available), availability monitoring uses the CCMS agent CCMSPING. This agent is a stand-alone program that runs outside the SAP system. By using an agent, you can efficiently monitor the availability of a large number of systems from a central location, without an inactive system causing an error in the display of the Alert Monitor.

� This method is extremely fast and suitable for monitoring hundreds of systems from a central CCMS Alert Monitor.

© SAP AG SM100 9-20

SAP AG 2006

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server are available� List of active application servers� Underlying performance attributes of the active application server

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� CCMSPING checks the availability of the application server at the message server of the corresponding system. With this monitoring method, an application server is regarded as active, if the server is reported as active at the message server. The monitoring also displays the following performance attributes for monitored application servers (as of CCMSPING with release status SAP Web AS 6.20):

• Dialog response time

• Number of users logged on

• Standardized dialog response time (as of SAP Basis 4.5B)

� For additional information refer to the Availability Monitoring and Agent CCMSPING document at: http://service.sap.com/monitoring | Monitoring in Detail.

� It would make sense to install the CCMSPING Agent also on the host of the Central Monitoring System.

© SAP AG SM100 9-21

SAP AG 2006

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3UREOHP��0RQLWRULQJ�RI�FRPSOH[�P\6$3�:HE�6FHQDULRVGRMG consists of two parts, both of which are required for a functioning GRMG environment:

*50*�,QIUDVWUXFWXUHThe GRMG infrastructure is part of the monitoring architecture of the Computer Center Management System (CCMS). The task is to send a request (the GRMG request) to the GRMG application, to receive its response (the GRMG response) and to display this response in an Alert Monitor monitor.

*50*�$SSOLFDWLRQThe GRMG application performs the actual availability monitoring. From a technical point of view, this is a Java Server Page (JSP), a Servlet, or a Business Server Page in an SAP Web Application Server with a well-defined interface that is called by the GRMG infrastructure. GRMG request and GRMG response are messages in a well defined XML format.

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� You can use the Generic Request and Message Generator (GRMG) to monitor the availability of technical components and entire business processes. GRMG is suitable both for technical monitoring and for application monitoring.

� The concept of monitoring the availability of monitored components can be describes as an agent concept. This means that the GRMG application can run separately from the components and applications that it is monitoring. This means that you can differentiate between the following situations, if an error occurs:

• The components monitored in the scenario are not available (component error).

• The scenario itself has errors, for example due to communication errors or an agent that is not running (scenario error).

© SAP AG SM100 9-22

SAP AG 2006

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� From a central monitoring system, you can monitor selected components of an SAP solution for their availability using GRMG, the Generic Request and Message Generator. GRMG consists of two parts:

• GRMG Framework (also called GRMG Infrastructure), which embedded in CCMS

• GRMG Application:

− LV�D�FDOODEOH�MDYD�DSSOLFDWLRQ�ZKLFK�KDV�D�ZHOO�GHILQHG�LQWHUIDFHV�WR�UHFHLYH�*50*�UHTXHVWV�DQG�WR�VHQG�*50*�UHVSRQVHV�

− *50*�UHTXHVW�DQG�UHVSRQVH�DUH�VXSSOLHG�LQ�;0/�GRFXPHQWV � Example: On SAP J2EE, the GRMG application is simply a .jar file which needs to be deployed. GRMG

is suitable both for monitoring technical scenarios and web-based business scenarios. The GRMG availability monitoring uses the alert and display functions of the CCMS monitoring architecture to provide heartbeat information. The communication protocol used is HTTP-Post.

� GRMG monitoring works as follows:

• 1.An XML message request is sent to a target system by the GRMG infrastructure.

• 2. The GRMG application in the target system performs all the tests for the availability of the monitored components or business process steps. The results of these tests are collected in the GRMG application and combined into a GRMG response.

• 3. The GRMG response is sent back to the GRMG infrastructure and displayed in the Alert Monitor as heartbeat information there.

© SAP AG SM100 9-23

SAP AG 2006

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− Implement CCMS Ping agent.

− Download CCMAGENT.SAR from SAP Service Marketplace.

− Install and register agent CCMSPING on any host.

• &&06�− Configure availability monitoring options.

− Activate availability types.

− Specify monitoring options.

− Specify MTE properties for Availability-MTEs.

− Define thresholds (optional), value smoothing, monitoring options.

− Activate Central Performance History (CPH) for Availability-MTEs.

− Define collection- and reorg. scheme.

− Assign Availability-MTEs to collection scheme.

© SAP AG SM100 9-24

SAP AG 2006

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• $YDLODELOLW\�7\SHV�− "System availability - ABAP stack"

− "System availability - JAVA stack"

− "Instance availability"

− "Instance logon availability"

− "Logon-group availability"

• 0HDVXUHPHQW�5HVROXWLRQ�DQG�$FFXUDF\�− The availability information is derived from a CCMS ping agent. The highest measurement

resolution

− is one sample per minute for system- and instance availabilities and one sample each five minutes

− for instance logon- and logon-group logon availabilities.

− In total there are 1440 or 288 availability probes per day. This results in an accuracy of

− approx. ±0,07% or ± 0,35% for each day.

© SAP AG SM100 9-25

• $YDLODELOLW\�)RUPDWV − "24h-Availability"

− "24h-Availability, planned downtimes-adjusted"

− "Critical Uptime Availability"

− "Critical Uptime Availability, planned downtimes-adjusted"

− additional output: Detected downtimes, unplanned downtimes, planned downtimes

• 7HFKQLFDO�3UHUHTXLVLWHV�− CCMS ping agent running on any host

− CCMS Central Performance History configured to collect MTE-classes of context "Availability"

© SAP AG SM100 9-26



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SAP AG 2006

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� The new functionality is available as of Solution Manager 3.2 with the following Support Packages:

• Software component ST 320 - SP 11; ST 400 - SP 01

• Software component ST-SER

− 67�6(5��B��B�� 63��− 67�6(5��B��B�� 63��

• Software component ST-PI (only UHOHYDQW�LI Solution Manager LV�XVHG�DV Central Monitoring System (CEN))

− 67�3,��B�B�� 63��6$3�1RWH��− 67�3,��B�B�� 63��6$3�1RWH��

� The minimum requirements for the satellite systems and CEN (if used) are described in SAP Note 905594.

� Minimum basis release for satellite systems with own CPH or CENs: SAP_BASIS 620 SP17

� Relevant Notes:

• SAP Note 872569 - Central FAQ Note for setup and operation of SL-Reporting and CPH

• SAP Note 905594 - Description of technical prerequisites for implementation of the CPH- functionality in the SLR

• SAP Note 899566 - Mandatory coding enhancements for ST-PI

© SAP AG SM100 9-28

SAP AG 2006

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� In general there are three different scenarios supported to use CPH data in the Service Level Reporting:

• Local CPH

− The source system (satellite) reports its own performance data to its local CPH.

− The SAP Solution Manager retrieves CPH raw data directly from the satellite system.

• Remote CPH

− The source system (satellite) reports its performance data to a central monitoring system (CEN).

− The SAP Solution Manager retrieves CPH raw data from the CEN.

− The CEN doesn’t need to be part of the solution landscape.

− The CEN can be on any of the other satellite systems of the solution landscape.

• Remote CPH using SAP Solution Manager as CEN

− The Solution Manager Systems acts additionally as CEN.

− The source system (satellite) reports its performance data to the SAP Solution Manager.

© SAP AG SM100 9-29

SAP AG 2006

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� With the central performance history (Transaction RZ23N) it is possible to periodically collect data from the monitoring segments and put them into a central database.

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SAP AG 2006

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� 3XUSRVH�• The Central Performance History (CPH) allows you to save performance values of the monitoring

architecture long-term, and to output these values in reports to compare the current performance data with its earlier development.

• By default, performance values are only stored in the Alert Monitor for up to 24 hours, which is insufficient for many tasks, especially for the monitoring of Service Level Agreements (SLAs). You can store performance values for selected attributes of any systems in the CPH, and can freely define the storage period and granularity. The CPH should only exist on a central monitoring system (that is, the system in which the monitoring architecture is configured).

© SAP AG SM100 9-31

SAP AG 2006

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� In the Service Level Reporting, system indicators of a system can be included from the Solution Manager solution landscape, and can be documented in table and graphical format in cyclical reports. For this to happen, daily measurement readings are required for the desired indicator in the Central Performance History (CPH) of the CCMS.

� For more details read SAP Note 872569.

© SAP AG SM100 9-32

SAP AG 2006

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� 3XUSRVH�• This check enables you to include any kind of monitoring objects from the CCMS in your service

level report.

• You can include any object that is available in either the CCMS of your Central Monitoring System (CEN) or in the CCMS of any of the SAP-based systems that are connected to this SAP Solution Manager system, or in the SAP Solution Manager system itself.

• You use this check to define the monitoring system and the CCMS paths of monitoring objects you want to include in your service level reporting.

© SAP AG SM100 9-33

SAP AG 2006

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This check enables you to summarize single CCMS monitoring object attributes as one common output list or graphic for the service level report. You use this check to specify an arbitrary amount of output groups and their characteristics.

• %DFNJURXQG�For some CCMS monitoring objects it might be of interest to compare their measurement values at a common point in time to detect interrelationships. To do so, you can specify an arbitrary number of output groups and summarize up to 24 different attributes in one group. The assignment of attributes to groups can be made in the next check ("Output Group Assignment").

© SAP AG SM100 9-34

SAP AG 2006

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� This slide shows an example for “ Grouped Objects” , where the single monitoring object can be compared in one table or graphic.

� The aggregation level is defined again on daily basis.

© SAP AG SM100 9-35

SAP AG 2006

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� Error No: 1

• Reason: Indicator not maintained in the SLR Customizing (anymore).

• Solution: Maintain the corresponding attribute in the Setup SLR. Indicator is taken into account in the next SL-report.

� Error No: 2

• Reason: CPH was not read in the last EWA.

• Solution: Check whether the EWA is available for the source system. Check if the CPH reporting is activated in the SLR setup for the source system.

� Error No: 3

• Reason: There is no Customizing for the Evaluation of the CPH for the source system.

• Solution: Maintain Customizing for the source system in the Setup SLR.

� Error No: 4

• Reason: The requested indicator is not known in the CPH (any more).

• Solution: Configure indicator in the CPH.

� Error No: 5

• Reason: CPH does not contain any performance data for the requested indicator, or the performance data are not available in the day explosion.

• Solution: Check the CPH settings in the monitoring system.

© SAP AG SM100 9-36

� Error No: 6

• Reason: Function module is missing for the data collection.

• Solution: Message to SAP on component SV-SMG-MON-SLR.

� Error No: 7

• Reason: The Basis release of the monitoring system is lower than 6.20.

• Solution: Move the CPH to a monitoring system that has at least Basis 6.20.

© SAP AG SM100 9-37







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© SAP AG SM100 9-38

SAP AG 2006

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� Dependent what you create this SL Report for, you choose the systems you want to include. For each system an own sub-check is created with individual checks and alert limits for the system availability and system performance thresholds. In the next step you than choose one of the business processes as the basis for the SL report. For all single steps within the business process you have to define:

• Step name

• Transaction / Report / Query name

• System information

• Response time analysis (checkbox)

• Update Errors (checkbox)

• Query Analysis (checkbox)

� When executing this report, the appropriate EWA Reports of these systems are analyzed in dependency of the SL report definition. No additional load is put on the backend systems!

© SAP AG SM100 9-39

SAP AG 2006


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� The listed chapters mainly taken from EarlyWatch Alert, therefore one can choose the chapters for the Service Level Report.

� If the functionality marked with * is not available follow note 540122.

© SAP AG SM100 9-40

SAP AG 2006


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� Beyond the EarlyWatch Alert chapters, these three features are available in the Service Level Reporting. The fourth one is only available with the business process monitoring.

� Instead of selecting a business process from the Solution Directory it is also possible to add a business process definition here with steps like transactions, programs, or BW queries for analysis.

© SAP AG SM100 9-41

SAP AG 2006

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� The possibility to customize own thresholds for some standard KPIs (System Target KPIs) is new in SAP Solution Manager 4.0.

� The threshold can only be set for Red alert, there is no yellow alert for this check.

© SAP AG SM100 9-42



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� Once the SL Report is defined and saved it is automatically scheduled on a weekly basis per default. Like on an EWA Report you now have the possibility to open the wizard, using the edit button, to post process the SL report result.

� Post processing means accessing the detailed view to analyze the problems more in detail and, if necessary, to define actions using the action list. In here you can specify who, what and when an action has to take place to fix the problem found.

© SAP AG SM100 9-44

SAP AG 2006

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7KH�.H\�3HUIRUPDQFH�,QGLFDWRUV� Active Users, Average Availability per Week, DB Request Time in

Update Task, DB Size, Last month DB Growth

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� Based on those indicators a trend analysis can be generated, which shows trends like the database growth, performance values etc.

© SAP AG SM100 9-45

SAP AG 2006

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� As described on the previous page the import of new functionalities can be very critical regarding the system stability. Also this SL report helps you to analyze problems and to be able to see dependencies between events and problems in your system.

© SAP AG SM100 9-46

SAP AG 2006

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� Instead of sending a report manually as described on the pages before, you can also send the reports automatically. The recipient list can be defined using the path specified above.

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� The Solution Reporting functionality is new in SAP Solution Manager 4.0 and consists of the following sub-tabs:

• Services

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• Service Desk

• Issues and Top Issues

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SAP AG 2006

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� The Solution Reporting Tools enable the user to report extensively on all relevant functionalities in the SAP Solution Manager 4.0.

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SAP AG 2006

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� The above figure gives a detailed overview on all possible data flow in SAP Solution Manager (all functionalities marked with a thick border are new with SAP Solution Manager 4.0.

� In general there are two possibilities to receive data from the satellite systems:

• Collected EWA data (via SDCC)

• Real-time Monitoring Data (via CCMS)

� Both data can be collected and analyzed in the BI:

• CCMS data has to be transferred via the Central Performance History (CPH)

• The EWA data has to be transferred via the Solution Reporting functionality

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SAP AG 2006

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� The data of the EarlyWatch Alert (EWA) can be forwarded to the Business Warehouse (BW), which is part of the Business Intelligence (BI) solution.

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� The above screen for EWA data extraction can be reached via: Transaction DSWP | Operations | Solution Reporting | BI Data Collection | <Watch Symbol>.

� Via “ Maintain Parameter Set“ detailed settings can be made.

� With the help of these settings the according EWA data is put to the transparent BI transfer tables, from where the data can be collected from the BI.

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SAP AG 2006

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� The screen in the slide can be reached via the “ Maintain Parameter Set“ button from the previous slide.

� You can activate and deactivate specific EWA for transfer to the BI transfer table.

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SAP AG 2006

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� This slide gives an overview on different KPIs, which are available in the EWA, and can therefore be transferred to the BI for further analysis.

© SAP AG SM100 9-55

SAP AG 2006

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� In the Service Reporting data of Transaction SMSY and of EWA and other all services (like GoingLive, SL Reporting, etc.) can be combined.

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� Perform the analysis. The analysis is presented in ALV grid format. You can adjust the layout to your requirements.

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© SAP AG SM100 9-57

SAP AG 2006

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� You can download the analysis to your local PC as an Excel file.

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� 3UHUHTXLVLWH��• You have scheduled and performed at least one SAP EarlyWatch Alert, if you want to analyze the

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• You can add systems and maintain availability data for them.

© SAP AG SM100 9-60

SAP AG 2006

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© SAP AG SM100 9-62

SAP AG 2006

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� ([DPSOH�• You want to analyze procedures for a solution and urgent corrections. You want to display procedure

and project data. Choose +HDGHU�DQG�3URMHFW in the /LVW�RI�DOO�5HVXOWV group box. Expand the 3URFHGXUH�'DWD tree and enter 6'+) in the 3URFHGXUH�7\SH field. The system checks whether there are procedures in the context of the specified solution, in which urgent corrections have been created. If so, the system shows the following information in a table:

• Procedure ID, Procedure description, Procedure type, Created on, System status, User status, Project name, Project type, Logical component, Project IMG, Transport path, CTS ID, Project status.

• Not all procedures contain data in all displayed areas. In this case, the columns are empty.

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© SAP AG SM100 9-64

SAP AG 2006


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SAP AG 2006


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SAP AG 2006


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SAP AG 2006

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� The SAP Service Channel displays all the Message Types that you have authorization to view. It is divided into the following folders, which each have different functions.

• ,QER[ -- The Inbox contains SAP’s responses to your messages, which may require a reply from you or confirmation. The Inbox has separate folders for each Message Type.

• Sent Items -- Here, you will find messages that you have sent to SAP. You cannot delete individual messages. After SAP has replied, these messages will no longer be displayed in the Sent Items folder, but will appear in the Inbox.

• 'UDIWV -- This folder contains messages that you have not yet sent. These drafts can be finished and sent to SAP at a later stage.

• 2UGHU�7UDFNLQJ -- This folder shows the status of your orders: for example, order sent, order not yet sent, confirmed by SAP, successfully delivered.

• 6HDUFK�2SWLRQV -- The search options allow you to search for your company’s messages. They are sorted according to the available Message Types. You can restrict searches for each Message Type by using different search criteria.

• 6HUYLFH�&KDQQHO�6XEVWLWXWLRQ -- This folder does not contain messages. Here, you can maintain your own substitutes or accept requests to substitute for a colleague. Substitutes receive colleagues’ messages for a predefined period starting as soon as they accept a request to substitute for a colleague.

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SAP AG 2006

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� EWA reports are available in two report types:

� HTML version

• Can be set up for automatic email [ transaction SOLUTION_MANAGER, select a Solution Landscape >> Edit >> Automatic Email Transmission ]

• For the graphics feature, IGS (Internet Graphics Service) must be available. Refer to SAP Notes 458731 and 454042.

� Microsoft Word version

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SAP AG 2006

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� In the past EarlyWatch Alert sessions were scheduled and triggered from SAP side. Using the SAP Solution Manager the control is moved to the customer side. Now the Solution Manager is scheduling and maintaining not just the EarlyWatch Alert sessions (EWA) but also all other service sessions.

� Each 4th week or in case of an red rated EWA report the session data are send automatically to SAP Active Global Support and evaluated there.

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SAP AG 2006

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� The optimum collaboration between customers, partners, and SAP Global Service & Support is a key goal at SAP. To achieve this goal and improve support processes still further, the integration between the SAP Solution Manager and SAP Support Portal is being enhanced. SAP is continually improving the support processes and cooperation between customers, partners, and SAP Global Service & Support.

� The existing functionalities in CSS are being transferred to SAP Solution Manager and SAP Support Portal.

� The plan is to completely replace CSS, which was used by the system reseller partners and customers to process messages up to now, with the SAP Support Portal and SAP Solution Manager. Both of these have been tried and tested parts of SAP’s support landscape for a long time.

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SAP AG 2006

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� Based on your defined software components, SAP Solution Manager provides a central interface to manage administrative tasks. SAP Solution Manager provides a collection of all administrative tasks that are relevant to your software components, including a detailed description of those tasks.

� You can schedule recurring tasks according to individual needs.

� Overdue tasks are displayed in the graphical portrayal of the solution landscape.

� You can launch the required tools directly from the SAP Solution Manager.

� Activities are listed after they are performed. Related results can be documented.

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SAP AG 2006

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� The Self Service Central System Administration helps you to define and perform administrative tasks.

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SAP AG 2006

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� Read the general instructions carefully and perform the checks.

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SAP AG 2006

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� For each system defined in the Solution Manager Solution Repository, the administration tasks are predefined.

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SAP AG 2006

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� ,QYROYHG�&RPSRQHQWV�7DEOH�In this table, specify the SAP component for which additional tasks will be created dynamically for the administration structure of this system.

� 1RWH��• Add one or more of the predefined SAP back-end system tasks to back-end systems.

• If you select ’Standalone Enterprise Portal Tasks’, you cannot select any additional components.

• Standalone Enterprise Portal cannot be selected in mySAP Component systems.

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SAP AG 2006

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� You can see at the marked icon if there are any open tasks today. With clicking on the icon you can access the task list.

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SAP AG 2006

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� Now you should perform one task after another. Each task disappears, once it is done. Of course there is no “real” verification if you have performed the task correctly. It only checks if you have called the corresponding transaction at all, even without really analyzing something.

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SAP AG 2006

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� You can customize the frequency of the predefined administration tasks

� ,QIR��Please check note 879319 if you get a short dump when calling the analysis transaction.

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SAP AG 2006

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� Using the task log book an operator can log the problems he has found. This way you have a complete documentation of the tasks performed dependent on the configured frequency.

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SAP AG 2006

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� 1.) + 2.) Select the check ’User Defined Task Master’ and complete required information under the two tabs, for example:

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� Tasks in the Task Master are now available for the individual system.

� y2) Go to the top level of the system listed in the tree:

• Select the tab ’User Defined Tasks’ and enter a task from the ’Task Master’ using the pull-down menu.

� y3) Go to the bottom of the System tree to the check called ’User Defined Task Group’ to find your task(s).

© SAP AG SM100 10-19

SAP AG 2006

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� Using the task view master an operator is able to specify his or her own selection of tasks shown in the wizard.

� Select the tab ’User Views’. There are 9 user views reserved where you can assign the task types you want to display in the Administration Structure by using the dedicated view (e.g. ’Monthly Performed Tasks, Yearly Open Tasks and so on). After maintaining your user defined views, you can define logical names for these views on the tab ’Logical User View Names’.

� If you do not define logical names, then the standard names are used automatically, for example, ’User View 1’, ’User View 2’. To select the different views (SAP Standard Views or User Defined Views) and to display the assigned tasks of them, go to check ’Choose Administration and Monitoring Workarea’.

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SAP AG 2006

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� For each system, you can define the administrative tasks and their frequency.

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SAP AG 2006

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� At the end of a week or month one can generate a HTML or MS Word report to proof the fulfilment of the tasks to the customer. You can choose 2 different kinds of report:

• ��7DVN�/RJ�+LVWRU\��A complete list of all tasks performed inclusive the comments and the action list is shown.

• ��7DVN�6HVVLRQ�5HSRUW: The configuration of the Central System Administration is shown in a report.

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SAP AG 2006

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� Refer to the section ’Roles for Session Types’ in the Solution Manager Configuration Guide for information on how to prevent unwanted configuration changes in a CSA session.

© SAP AG SM100 10-24

SAP AG 2006

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� ,VVXH�WUDFNLQJ is an interface between your support organization and SAP support. SAP support staff can coordinate the cooperation between you and SAP support, with this function, for example by proposing solutions for problems.

� With this function, you can monitor LVVXHV and top LVVXHV which have been identified in a business process or solution during production processing, and must be resolved. You can trace the entire life-cycle of your LVVXHV and their solutions.

© SAP AG SM100 10-25

SAP AG 2006

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� 3URFHVV�)ORZ�• 1. You or SAP Support identify a problem in your solution which requires action (issue).

• 2. You or SAP Support create a new issue from a service, in the SAP Solution Manager Issue Tracking. The SAP Support enters a recommendation to SAP Support Services.

• 3. You contact SAP, and request a Support Service which solves it. The link between the issue and service is retained.

• 4. SAP support or the support team perform the service for your solution landscape at your site, or remotely.

• 5. While performing the service, SAP Support updates the problem information in the Issue Tracking.

• 6. You can analyze open issues.

• 7. Implement the recommendations for the problems.

• 8. Update the issue status in the SAP Solution Manager, and close it.

� 5HVXOW�• You can trace the entire lifecycle of a (top) issue, and all activities connected with it.

© SAP AG SM100 10-26

SAP AG 2006

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� The Service Plan functionality allows you to use the services to support your production processing. You can order services directly from the SAP Service Catalog.

� You can create your own services locally, to your requirements. The session details let you save session context information, assign service sessions directly to solutions and projects, and display documents

© SAP AG SM100 10-27

SAP AG 2006

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� You want to request an SAP expert, with an ([SHUWLVH�RQ�'HPDQG message. An Expertise on Demand (EoD) request is an OSS message in the component ;;B5&B(2'B �

� 3UHUHTXLVLWHV�• You have:

− A &RQWLQJHQW�&RQWUDFW�1XPEHU for the Expertise on Demand (EoD) request.

− Created an issue.

� The Expertise on Demand message number and the status appear in the issue list.

• You can:

− close the message with &RQILUP.

− trace the further message processing in expert mode, with 5HIUHVK. If SAP returns the message to you, you can answer it and return it to SAP.

© SAP AG SM100 10-28

SAP AG 2006

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� You want to order a Remote or Onsite Service from SAP.

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� 3URFHGXUH�• Choose the transaction 62/87,21B0$1$*(5��• Choose 'HOLYHU\�RI�6$3�6HUYLFHV�→�6HUYLFH�3ODQ��LQ�2SHUDWLRQV��• Choose 2UGHU�6HUYLFH�IURP�6$3��• You go to the Service Catalog.

• Choose the link to the service.

• The system goes to the catalog entry of the service, in the SAP Service Marketplace.

• Follow the procedure described in the SAP Service Marketplace.

� 5HVXOW�• You have requested the service. SAP will contact you to arrange the details.

© SAP AG SM100 10-29

SAP AG 2006

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� 3URFHGXUH�• Choose the transaction 62/87,21B0$1$*(5��• Choose 'HOLYHU\�RI�6$3�6HUYLFHV�→�6HUYLFH�3ODQ��LQ�2SHUDWLRQV��• Choose 2UGHU�6HUYLFH�IURP�6$3��• You go to the Service Catalog.

• Choose the link to the service. The system goes to the catalog entry of the service, in the SAP Service Marketplace.

• Follow the procedure described in the SAP Service Marketplace.

� 5HVXOW�• You have requested the service. SAP will contact you to arrange the details.

© SAP AG SM100 10-30

SAP AG 2006

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� 3URFHGXUH�• Choose the transaction SOLUTION_MANAGER.

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• Flag which services you want to create (and if necessary, for which systems).

• Choose the &UHDWH pushbutton.

• Choose the date to perform the service. The selected service appears in the sessions overview.

� Once you have processed the session, you can create and save the service as a Word document, or view and save it as an HTML document.

© SAP AG SM100 10-32

SAP AG 2006

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� This function sets up service connections to SAP for the systems in your solution, using assistants. You can open a service connection for a specified time, so that SAP support staff can logon to your system.

� The Solution Manager exchanges data about service connections and systems with the SAP Support Portal. The 6HUYLFH�&RQQHFWLRQ�2YHUYLHZ function in your Solution Manager system corresponds to the function which you can call in the SAP Support Portal, under http://service.sap.com/access-support.

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� Service Connections in SAP Solution Manager will replace the functionality of "Service Connections" in SAPNET R/3 Frontend (transaction STSV in OSS). SAP Solution Manager will enable you to administer remote connections. It offers enhanced functionalities compared to the existing in SAPNet R/3 Frontend and SAP Support Portal that only offer basic functionality in this area. All existing service connection types are supported such as, R/3 Support, PC anywhere, HTTP- Connect URL Access. All existing connections are migrated from OSS automatically.

� You are about to see a series of screen shots that shows integration of Service Connections in SAP Solution Manager via transaction Solution_Manager:

� Entry Screen of Service Connections in transaction Solution_Manager

� Overview screen of Service Connections

� Create Setup Service Connection Screens

� Open/Change Service Connection Screens

� In this initial screen, a link for Service Connections is displayed in the Operations Setup area of transaction Solution_Manager

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� All systems that are assigned to a Solution are displayed in the overview of Service Connection screen. From here one can see system and service connections that have been setup. For example the highlighted system SAT has a connection of type R/3 Support. You also see the status of the connections.

� From this screen you can set up a new connection, change an existing connection, open a service connection or refuse access for selected system by using the relevant buttons. Multiple selection of connections and systems is supported for opening and closing.

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� System SAT was selected on the Service Connection Overview Screen and the button ’Create Setup’ was pressed.

� Following screen appeared with default values. A user only has to enter Service Connection Type by using the F4 to proceed to next step.

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� On the upcoming screen a list of all servers that are associated to the system is displayed just to check if your servers are maintained correctly in transaction SMSY.

� To proceed you can either click on the Next button or can directly click on the third step of Roadmap Control that is ’SAP Router’.

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� Here you can select the SAP Router that should be used for this system. If required you can add additional internal SAP Routers.

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� Now that the connection type and routers are defined, you add contacts for SAP on this screen by direct input or by using the value help for the ’Contact’ or ’Substitute’ input field. All other fields are filled automatically.

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SAP AG 2006

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� Finally FINISH step is reached where after clicking on Finish button, data is saved and synchronized with the SAP Service and Support systems. The new connection is ready for use.

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� So far a setup for service connection has been created. You will now see how an established connection can be opened or changed.

� On the upcoming screen a connection is selected and the button ’Open/Change’ will be clicked to perform the above mentioned task. The connections can belong to different systems and can have different types. You can select multiple lines with CTRL + Left mouse.

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SAP AG 2006

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� By default all input fields are filled. To avoid misunderstanding with SAP Support you may switch dates and times to the supporters time zone. Pushing ’Submit’ button will open the system immediately and the new status will be updated on ’Service Connection Overview’ screen.

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SAP AG 2006


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� SAP Solution Manager provides functionality for Solution Monitoring, both for Alert Monitoring (“Keep the business running” monitoring) and Reporting (Continuous improvement).

� System Monitoring and Business Process Monitoring provide Alert Monitoring functionalities, providing timely alerts if the operation of the solution (Business processes or systems) has been disrupted.

� Early Watch Alert (EWA) and Service Level Reporting (SLR) provide reporting functionality on a weekly (for SLR also on a monthly) basis covering the entire solution. This way, the fulfillment of Service Level Agreements can be monitored, as well the trend of the long term behavior of the solution.

� System Administration provides task alerting and task log book for system administrators, providing both guidelines for the daily administration tasks as well as the history of observed system behavior for long term trend analysis of the system behavior.

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� Monitoring alerts are immediately associated to the business process flow, so it is immediately clear for which business process step or interface the alert is relevant.

� System monitoring alerts are associated to the underlying systems, so an impact of a system on a business process becomes apparent.

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� The setup of a Business Process Monitoring concept is independent of the tools that will be used for monitoring.

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� If a problem occurs in a complex solution landscape it is often unclear what impact the problem has on the core business processes.

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� In order to identify which problems actually have an impact on the core business processes, a business process oriented monitoring has to be established.

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� This way, they are able to ensure that by using the technical resources of the IT department the functional requirements of the Business Departments are met. Hence, the ,PSOHPHQWDWLRQ�3URMHFW�7HDP serves as a link between the Business Department and the IT Department.

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SAP AG 2006


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SAP AG 2006


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� The business processes of a company should determine how the involved systems should be supported. This way, you can ensure that every necessary aspect of the support is covered and that you don‘t waste your efforts doing support tasks that are not required. So when noting down the structure of the business process the intend is to document it in a way that the application flow is understandable and that the documentation helps you to identify the points where a business process might break down.

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program

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• Interface to externaltax calculationsoftware (e.g., forthe US and Canada, Vertex)

• Interface to externalcredit card software

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� For each business process step you need to gather the generic and application specific information.

� In our example, the sales order that was created on the CRM system is sent via an IDOC interface to the SAP R/3 system. There a respective sales order is created during the business process step “Create Sales Order”, using either dialog transaction VA01 or program RBDAPP01 as a background job. Normally, about 1000 sales orders with in average of 3 items per sales order are created per day.

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SAP AG 2006

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� The SAP Solution Manager is a tool to realize a Business Process Monitoring concept.

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SAP AG 2006

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� The goal of Business Process Monitoring is the definition of the monitoring activities that are necessary to support the business process. These activities should be documented so that the different people know what they have to do in order to support the business process and in order to make sure that all parts of the business process are supported.

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SAP AG 2006


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� Ideally, the Business Process Monitoring should be developed before the productive operation of the business process starts. This way, you can ensure that the knowledge of the implementation team regarding the monitoring can be used to its full extend and a handover is more feasible. Another advantage is that the monitoring itself can go live with the business process.

© SAP AG SM100 11-26

SAP AG 2006

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� Of the business processes run by the customer choose those responsible for the bulk of income that will make the customer loose money if they stand still. From the application point of view you need to know who is the person responsible for the overall smooth functioning of the respective core business process. Further questions are:

• What is the business process supposed to do?

• Are there any business processes that are interlocked with this business process, e.g. do you have to wait for results from other business processes before going on?

• What are the times the business process needs to be available? Do you want to ensure 24x7 availability (e.g. telesales)?

• Are there any time constraints for the business process or steps of the business process? E.g. all trucks have to leave the plant by 16:00 to ensure next day delivery, therefore ’Print Invoice’ has to be completed by 15:00.

• What volumes of documents do you need to process per day / per hour? This is limited by the hardware resources as well as by the workload created on the system by other activities.

• What happens if the process dumps and needs to be restarted? Can it be restarted without further actions?

© SAP AG SM100 11-27

SAP AG 2006

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� The business process can be structured into several business process steps. Each process step needs to be analyzed thoroughly, concerning in what way the process step will be realized in the solution, what resources will be used and what requirements have to be met.

© SAP AG SM100 11-28

SAP AG 2006

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� Interfaces are a critical part of the solution. For all involved interfaces determine the technical properties and the requirements that have to be met.

© SAP AG SM100 11-29

SAP AG 2006



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� To simplify the monitoring of the business process, monitoring objects have to be defined for each process step or interface. According to these monitoring objects, monitoring tasks can be defined and assigned to the responsible monitoring teams.

� Monitoring objects should be defined according to the parts of the business process where something might go wrong and what symptoms would occur in case of problems. If for instance there is a problem with a material, the background job creating the deliveries might cancel but create also an entry in the application log. Therefore, in addition to the job, the application log should be monitored for critical entries.

© SAP AG SM100 11-30

SAP AG 2006

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� With specified monitoring objects, tools, and precise error handling procedures, the monitoring activities can be defined. These activities tell all involved persons exactly how they have to participate in the Business Process Monitoring. Monitoring Checklists help the Monitoring Teams to keep track of their duties.

� Business Process Monitoring can be set up in the SAP Solution Manager. For the business processes maintained in the SAP Solution Manager it is possible to define monitoring objects, error handling procedures, escalation paths and monitoring activities for each team of the Solution Support Organization.

� As part of the SMO Service for Business Process Management, Business Process Monitoring will be set up in the SAP Solution Manager for 1-2 core business processes.

© SAP AG SM100 11-31

SAP AG 2006

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� With the defined monitoring objects you can determine what tools should be used to carry out the respective monitoring tasks. Possible tools are SAP Monitoring Tools like the SAP Solution Manager, or third party products like Hardware Vendor Products for system monitoring.

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SAP AG 2006

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� For each monitoring object you need to know what has to be done in case of an error. For each possible error, ask :

• Does the error interrupt the business process flow?

� If it does, the error is critical. Then ask:

• Does the error result in data loss or inconsistency?

• What types of errors do occur?

• Are error handling procedures defined?

− Are the errors and their causes visible to end-users and system administrators?

− Are reporting strategies and escalation paths completely defined and published to all concerned parties?

• If such errors occur, are there alternative procedures or settings that enable users to avoid them?

• Are the roles and responsibilities clearly defined?

• Can steps be taken to prevent the error in future?

� For each type of error, create a road map for analyzing and handling the error.

© SAP AG SM100 11-33

SAP AG 2006

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� It is possible that the end user encounters an unknown error or that one support level encounters a problem which it can‘t solve. In that case each person involved needs to know whom to contact for help.

� These communication paths need to be clearly defined, documented and the documentation should be centrally accessible.

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SAP AG 2006

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� With specified monitoring objects, tools, and precise error handling procedures, the monitoring activities can be defined. These activities tell all involved persons exactly how they have to participate in the Business Process Monitoring. Monitoring Checklists help the Monitoring Teams to keep track of their duties.

� Business Process Monitoring can be set up in the SAP Solution Manager. For the business processes maintained in the SAP Solution Manager it is possible to define monitoring objects, error handling procedures, escalation paths and monitoring activities for each team of the Solution Support Organization.

� As part of the SMO Service for Business Process Management, Business Process Monitoring will be set up in the SAP Solution Manager for 1-2 core business processes.

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� Monitoring alerts are immediately associated to the business process flow, so it is immediately clear for which business process step or interface the alert is relevant.

� System monitoring alerts are associated to the underlying systems, so an impact of a system on a business process becomes apparent.

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� The Business KPIs contain various application specific functionalities. Purpose of these functionalities is to monitor business process specific backlogs, throughputs etc. In the above example all monitoring objects in boxes are Business KPIs.

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• Sales and Services

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� For detailed information about all available KPIs see http://service.sap.com/BPM

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� Business Process Monitoring in SAP Solution Manager is based on CCMS (transaction RZ20). This means that with the setup of the monitoring so-called monitoring tree elements (MTEs) will be created. Both the CCMS on the SAP Solution Manager system and the satellite system are used.

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� Most monitoring functionalities use the CCMS of the SAP Solution Manager system. These include

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• Define Solution Support Organization• Choose Business Process and Process Steps to be monitored• Define Monitoring Objects per StepPer Monitoring Object:• Provide technical Details and Threshold Values for the Alerts.• Assign Monitoring Transactions and Set up Monitoring Tasks.• Set up Automatic Emails and Service Desk Messages

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� The general procedure how to set up monitoring customizing does not depend on the monitoring types used. Therefore before focusing on the detailed monitoring functionalities, we focus on the procedure itself.

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� Changes to the monitoring customizing that have not been generated are not considered when activating. Thus a change management for productive Business Process Monitoring is supported by the 2-step strategy for activation.

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� The Business Process Monitoring is activated in the %XVLQHVV�3URFHVV�0RQLWRULQJ�6HVVLRQ. This session is available in the SAP Solution Manager only after the Customizing for the setup of the Business Process Monitoring has been generated.

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� Business Process Monitoring in SAP Solution Manager is integrated in several ways:

• If a business process has been implemented using SAP Solution Manager (i.e. the process description has been supplied in an implementation project ) you can use this process description as a basis for setting up Business Process Monitoring.

• In case of alerts, the monitoring employee can be notified via an automatic email. There is no need for him to constantly check the monitoring graphic in the solution manager to see if there is a problem.

• The “real-time” monitoring functionalities of Solution Manager are integrated with each other. The main monitoring graphic shows the overall status of the entire solution – containing the hardware, the software components and the business processes.

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� Notification can also take place via automatic Service Desk messages in case of alerts. You can define how many alerts for one monitoring object should raise a message. For instance, you can define that only after a certain background job has been cancelled 4 times, a service desk message should be created. This service desk message can then be used to report the problem to the next support level.

� You can define links to any transaction in the monitored system. This way, the monitoring employee can access these systems for a problem analysis directly from Solution Manager. You can also define hyperlinks to access any kind of web site (for instance containing further business process information or error handling procedures).

� You can define monitoring tasks within SAP Solution Manager. This way, the monitoring employee always knows what his responsibilities are, what he has to do in case of problems and whom he should contact if he can’t solve the problem.

� The alerts of Business process Monitoring are integrated into the Service Level Reporting of SAP Solution Manager. You can report over how many alerts have occurred and how many alerts have been solved in the reporting time span.

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� There is a lot information available in the SAP Service Marketplace and in SAP Help on how to set up Business Process Monitoring in SAP Solution Manager.

� In Quicklink /BPM the starting documentation is the Business Process Monitoring – Setup Roadmap. The roadmap details the methods used to set up Business Process Monitoring, detailing which tasks have to be executed in which order and in which part of SAP Solution Manager. It consists of about 40 MS PowerPoint Slides, linked by hyperlinks to allow better navigation.

� For the technical details about the various monitoring functionalities or the technical prerequisites for Business Process Monitoring you have to consult the “Business Process Monitoring – Setup Guide”. This is a 80 page PDF document, covering all major monitoring functionalities in detail.

� All other monitoring functionalities are covered in detail in the “Application Monitoring - Setup Guide”. This is a continuously growing (because new monitoring functionalities are continuously developed) PDF document, detailing all of the application specific monitoring functionalities in Business Process Monitoring.

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• Execution mode(s) • Document volume (average

number of documents, average number of line items per document)

• Time restrictions, peak time windows

• Tele sales or rush orders (delivery is created in combination with the sales order)?

• Dialog transaction (VA01)

• Background job (RBDAPP01)

• ALE / EDI (IDocs) • Batch input • Direct input • Custom transaction or

program

• Interface to CRM or SRM System

• Interface to external tax calculation software (e.g., for the US and Canada, Vertex)

• Interface to external credit card software

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� For each business process step you need to gather the generic and application specific information.

� In our example, the sales order that was created on the CRM system is sent via an IDOC interface to the SAP R/3 system. There a respective sales order is created during the business process step “ Create Sales Order” , using either dialog transaction VA01 or program RBDAPP01 as a background job. Normally, about 1000 sales orders with in average of 3 items per sales order are created per day.

© SAP AG SM100 11-69

SAP AG 2006

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� In node �VROXWLRQ�QDPH> you can also change the solution settings (tab “ Solution Settings” ) like what day of the week the Early Watch Alert data is supposed to be processed and for what systems the EWA should be processed within this solution.

© SAP AG SM100 11-70

SAP AG 2006

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� You can only set the scenario to “ Production” if all business processes of the scenario are in status “ Production” .

© SAP AG SM100 11-71

SAP AG 2006

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� Set the status for the business process to “ Production” if you want to monitor the business process. This is only possible if there is a production system assigned to the logical components the business process is using.

© SAP AG SM100 11-72

SAP AG 2006

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� If no appropriate logical components have been assigned to the solution to fit the business process the system assigns these components automatically when saving the process. However, in this case it is not possible to choose between different logical components of the same product.

� In addition to business process steps, processing information like transactions or reports is copied if this information has been maintained in the original business process.

© SAP AG SM100 11-73

SAP AG 2006

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� You can also assign processing types for the business process steps at this point. This information can you specify even more in detail (which program, which transaction) in the nodes for the respective business process steps. In order to set up Business Process Monitoring in the SAP Solution Manager you do not have to specify this information here.

© SAP AG SM100 11-74

SAP AG 2006

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� Asynchronous line: Line leaves the box through the top or bottom of the box.

� Synchronous line: Line leaves the box through one of the sides.

© SAP AG SM100 11-75

SAP AG 2006

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� You can use the information you have entered here later on as basis for Business Process Monitoring or Service Level Reporting in SAP Solution Manager.

© SAP AG SM100 11-77

SAP AG 2006

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� In order to later on assign persons to certain monitoring tasks you have to group these persons into teams first. You can create as many teams as you wish.

© SAP AG SM100 11-78

SAP AG 2006

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� For the newly created teams you can assign team members.

� Observe that team members can only be assigned via the value help. In order to create new members of the support organization you have to go to the Solution Landscape Maintenance in the Operations Setup area of the SAP Solution Manager. This is covered in Level 1 of the E2E Training.

� For each team you can assign monitoring roles. All of this is for documentation purpose only.

© SAP AG SM100 11-79

SAP AG 2006

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� The business scenario has to be in status 3URGXFWLRQ before you can activate the monitoring for a process. If the flag 3ODQQHG for the business process is set this means that you can set up the monitoring customizing but you will not be able to really activate the monitoring to get alerts. So if you see this flag, go back to the 6ROXWLRQ�/DQGVFDSH�0DLQWHQDQFH and change the settings for the business scenario. Details for this can be found in the 1st level of the E2E training.

� For each of the business processes maintained in the solution landscape you now have to specify if they or parts of them should be monitored.

© SAP AG SM100 11-80

SAP AG 2006

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� You can choose any number of business process steps to be monitored. When you save, sub-nodes for the selected business process steps as well as for the maintenance of interfaces are created within the session.

� Node %30RQ��SURFHVV�QDPH! contains also a tab where you can document the restart procedure for the business process.

© SAP AG SM100 11-81

SAP AG 2006

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� The monitoring type can contain more than one monitoring functionality.

� Monitoring Type $SSOLFDWLRQ�0RQLWRU contains an ever growing number of monitoring objects, both cross application relevant (for instance monitoring of dialog performance on function code level) and application relevant (for instance MRP run monitor, warehouse monitor, APO Demand Planning log monitor etc.).

� When saving, the respective sub-nodes are created for the selected monitoring types.

© SAP AG SM100 11-82

SAP AG 2006

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� Technical details include name and scheduling information of background jobs, name of transactions that should be monitored, object and sub-object of the application log to be monitored etc.

� Purpose of the technical information is to identify exactly the technical object that should be monitored.

© SAP AG SM100 11-83

SAP AG 2006

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� Depending on the monitoring type there are different nodes in the session tree where the alert thresholds can be defined.

� During the monitoring, alerts can have the statuses green, yellow and red (pretty much like a traffic light).

� Some alerts are status alerts. These alerts are raised if a certain status is reached for a technical object, for instance if a job cancels. For these, you don’t have to specify thresholds but instead define which alert should be raised if the status is reached.

© SAP AG SM100 11-84

SAP AG 2006

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� The monitoring transactions defined here will appear as direct links from the SAP Solution Manager to the satellite system during the handling of the monitoring, enabling you to jump directly from an alert in the Solution Manager into the transaction in the respective satellite system.

� Monitoring transactions may include customer written transactions. In particular, there is no cross-checking if the entered transactions make sense for the respective monitoring type or if they exist at all.

� Transactions can be called on the satellite system or directly on the SAP Solution Manager system.

© SAP AG SM100 11-85

SAP AG 2006

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� The URLs defined here will appear as direct links from the SAP Solution Manager to the Internet during the handling of the monitoring, enabling you to jump directly from an alert in the Solution Manager into the respective web page where further information regarding the monitoring object could be provided, i.e. further paths to analyze the problem or a knowledge database in the intranet where you can check for repetitive problems.

� As well as for the monitoring transactions, there is no cross-checking if the entered URLs make sense for the respective monitoring type or if they exist at all.

© SAP AG SM100 11-86

SAP AG 2006

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� With the persons you have assigned to monitoring teams during the definition of the solution support organization you now can define responsibles for the monitoring of the customized monitoring objects. You can specify what exactly each person has to do for monitoring and what has to be done with alerts. The monitoring activities you have defined here you can later on generate into a MSWord Report, detailing for each team which monitoring activities the respective team is responsible for.

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SAP AG 2006

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� In the table�0RQLWRULQJ�$FWLYLWLHV it is possible to specify:

• Monitoring Team: Use the value help. The teams provided there have to have been defined before in the check 6ROXWLRQ�6XSSRUW�2UJDQL]DWLRQ.

• Person Resp.: Use the value help. The members of the monitoring teams have to have been specified before.

• Frequency: Use the value help to specify at what frequency the specific monitoring activity is required.

• Start Time: Specify at what time the required monitoring activity should start.

• Problem Indicator: Describe, in a few words, what indicates a problem or error.

• Error Handling: Briefly describe the way how to react in case of problems or errors, i.e. how to solve the problem/correct the error

• Escalation Path: Succinctly specify how to proceed, if the problem cannot be solved by the person responsible.

© SAP AG SM100 11-88

SAP AG 2006

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� You can also set up automatic notifications to be sent for the whole business process in node %XVLQHVV�3URFHVVHV��%30RQ��SURFHVV�QDPH!��%30RQ��1RWLILFDWLRQV� Notifications set up here in this node will be overwritten if you specify different notification settings on business process step level. If you leave the settings on step level empty, the settings for the whole business process will be taken into account.

� Please observe that for SAP Office Notifications (meaning emails and SAP Office mails) each one alert triggers one notification, whilst for Service Desk messages you can specify which number of yellow or red alerts should trigger a message creation.

� The prerequisites are contained in lesson 3 of this unit as advanced prerequisites.

� The sending of notifications is triggered by the execution of certain coding which is executed periodically. Due to the period there can be a slight time difference between the occurrence of an alert and the notification being sent.

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SAP AG 2006

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� Email Address:

• Specify sender (user from client 000 with valid email address)

• Specify valid email address as recipient address

• Recipient type U

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� Local SAP Office Mail

• Specify sender (user from client 000)

• Specify user name as recipient address

• Recipient type B

� Remote SAP Office Mail

• Specify sender (user from client 000)

• Specify user name as recipient address

• Specify Target System ID and Target Client

• Specify Recipient type R

© SAP AG SM100 11-90

SAP AG 2006

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� Only if you want the messages to be sent automatically do you have to specify the reporter and the number of yellow and red alerts that should trigger the sending of the message.

� The text template is disregarded for automatic messages. For manually created messages the text template helps the you to provide the correct information to the service desk employee.

© SAP AG SM100 11-92

SAP AG 2006

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� This is the very last step before activating the monitoring. The Customizing must be generated individually for each business process that is to be monitored. Once you generated the Customizing for a particular business process, a so-called Business Process Monitoring <business process name> Session will be created (i.e., you will get a single Business Process Monitoring Session per business process in the Operations section of the SAP Solution Manager). When Customizing is generated, generation information is displayed in table area of this check, including error messages (E) in case of a failed Customizing generation.

� The generation of the customizing takes place on the SAP Solution Manager system. During the generation of the customizing the following takes place:

• 1. The customizing information is written into tables in the SAP Solution Manager.

• 2. The Business Process Monitoring Session is created.

� No data is passed to the satellite systems at this stage.

� Customizing can be generated only for business processes that have been set to ’productive’. Otherwise the generation of the Customizing is just simulated. You can set the business process productive in the 2SHUDWLRQV�6HWXS section. Go to µ6ROXWLRQ�/DQGVFDSH��6ROXWLRQ�/DQGVFDSH Maintenance, navigate to the scenario level and there choose 6HW�WR�SURGXFWLYH’ . The same should be done on business process level.

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SAP AG 2006

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� The Business Process Monitoring is activated in the %XVLQHVV�3URFHVV�0RQLWRULQJ�6HVVLRQ. This session is available in the SAP Solution Manager only after the Customizing for the setup of the Business Process Monitoring has been generated.

� While there is one 6HWXS�%XVLQHVV�3URFHVV�0RQLWRULQJ�6HVVLRQ that includes all business processes there are several %XVLQHVV�3URFHVV�0RQLWRULQJ�6HVVLRQV, one for each business process that is monitored.

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� Alerts for monitoring types will be stored in the Business Process Monitoring Session once the monitoring is activated. In order to minimize the amount of data that has to be held there you have to specify the storage time for the data in the session. Reorganization takes place automatically every time you enter the Business Process Monitoring Session. Aggregated alerts are not deleted since they are used for Service Level Reporting.

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SAP AG 2006

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� Before Business Process Monitoring can be performed it has to be activated in the SAP Solution Manager. Since separate %XVLQHVV�3URFHVV�0RQLWRULQJ�6HVVLRQV exist for the different business processes the monitoring can be activate/deactivated separately for each business process.

� During the activation of the Business Process Monitoring the following takes place:

• 1. The customizing is transferred into the satellite systems.

• 2. Monitoring Tree Elements (MTE’s) are created in the RZ20.

• 3. Data collectors are initialized and started.

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SAP AG 2006

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� In case of error messages in the protocols for Generation or Activation check SAP Note 705569 for further details and explanations.

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SAP AG 2006

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� To access the monitoring graphic choose “ Solution Monitoring -> Business Process Monitoring” in the Operations area.

� You can see the aggregated alert for the business process in the monitoring graphic. If you click on the name of the business process you'll be brought to a more detailed graphic of the business process with the separate steps listed and the alerts aggregated for these steps. The graphical display screen has the advantage of also providing aggregated alerts for the hardware and the systems if system monitoring has been set up in the SAP Solution Manager.

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SAP AG 2006

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� If you click on the alert symbol for an specific step, you will navigate to a more detailed graphic containing all the alerts corresponding to that business process step.

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SAP AG 2006

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� By clicking on an specific alert, you navigate to the Business Process Monitoring session, where you can see detailed historical information about this specific alert.

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SAP AG 2006

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� The current status of an alert represents the alert status determined during the last run of the RZ20 data collector. If transaction VA01 has a green alert in the current status view the last collector run for this transaction has resulted in a green alert. This green alert, however, does not mean that the performance of this transaction has always been good in the past. The open alert view shows that there was a red alert for this transaction some time ago and that the performance of VA01 has since improved.

� The concept of current status / open alerts is part of RZ20. You can confirm open alerts to signify that the problem situation has been solved. This way you can ensure that the Open Alerts View always indicates whether or not there are alerts that require action.

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SAP AG 2006

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� In general, you get entries into the alert table for every open alert. For each alert you get detailed information about when the alert occurred and what exact event triggered the alert, for instance, if a job starts later than defined in the start delay alert you will not only get the information that the job had failed to start at a certain time but also at what time the job did eventually start.

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� Table “ Open and Confirmed Alerts”

• Contains the list of alerts that have occurred in the past for this monitoring object

• Provides details about when the alerts have occurred and how much the thresholds have been exceeded.

• Shows which of those alerts have been confirmed and which alerts are still open

• The rating of the respective node in the session tree is determined by the highest open alert available for this monitoring object. This means that the rating for the node can be different from the current rating for this alert in the monitoring graphic.

� Table “ Alert Configuration”

• Shows the currently active customizing for this alert. This customizing can differ from the customizing visible in the Setup Business Process Monitoring session.

� For background jobs only: “ Table ‘Bg. Job Details”

• Lists the setting for the background job that is monitored. These settings can differ from the settings visible in the Setup Business Process Monitoring session.

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� You can confirm alerts individually by marking the alerts and choosing “ Confirm selected” . It is also possible to mass confirm alerts (all yellow or all red) for a particular monitoring object.

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� The column “ Comment” can also be used when no alerts have been confirmed. Here, you can for instance specify hints like “ waiting for feedback from development” to tell other persons who also use the monitoring that the problem is already being taken care of.

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� Due to technical restrictions in RZ20 the replication of the confirmed alerts only works if the actual alerts have been confirmed, not if just the parent MTE for the alerts has been confirmed. In the example of the above screenshot this means that if only the upper line

• “ VA01 (tt5tdc00_TT5_50)\DBRequestTime (1) [More]”

� is confirmed in the graphic, no data will be replicated into the Business Process Monitoring session. To replicate, the line

• “ 1.538 msec > 1.200 msec Transact-spec. dialog resp. time exceeds threshold...”

� to be confirmed as well.

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