technical operations in sap solution manager - overview

Technical Operations

in SAP Solution Manager

Solution Management

Active Global SupportRequire-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

Disclaimer

This presentation outlines our general product direction and should not be relied on in

making a purchase decision. This presentation is not subject to your license

agreement or any other agreement with SAP. SAP has no obligation to pursue any

course of business outlined in this presentation or to develop or release any

functionality mentioned in this presentation. This presentation and SAP's strategy and

possible future developments are subject to change and may be changed by SAP at

any time for any reason without notice. This document is provided without a warranty

of any kind, either express or implied, including but not limited to, the implied

warranties of merchantability, fitness for a particular purpose, or non-infringement.

SAP assumes no responsibility for errors or omissions in this document, except if

such damages were caused by SAP intentionally or grossly negligent.

The Nature of Business Is Changing

Business networks lead to increasing innovation and integration speed

2000 2007 2010

Every customer has mission-

critical applications along with

integration needs

SAP landscapes become more

sophisticated the more

comprehensive & integrated

they are

SAP provides advanced support

options to manage innovation and

integration, risk and TCO

R/3R/3Legacy

System

Legacy

System

ManguisticsManguistics

» INCREASED SAP LANDSCAPE INTEGRATION

Business Networks

No. of users

Technical Operations in SAP Solution Manager Represents all capabilities for central monitoring, alerting, analysis and administration

of SAP solutions

Allows customers to reduce TCO by predefined content and centralized management tools

for all aspects of operations in SAP Solution Manager

Provides End-to-End reporting functionality either out-of-the-box or individually created by

customers

SAP is aware of customer pain points

Customer Pain Points in Application Management

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

Transparency on Processes & Apps• Difficult to maintain up-to-date

documentation of the solution

Test Efforts• Impact of a change?

• Test in heterogeneous

environments

Adaptability of Existing Solution

• Avoid disruption of business

• Management of requirements/projects

Consistent Deployment of Changes

• Complex and opaque transport

situation

• Synchronization of transports

for various components

Process Optimization• Ensure business continuity

• Difficult detection of optimization potentials

Resolution of Incidents & Problems

• Lack of support for mission critical processes

• Root-cause analysis in complex & diverse

technology stacks

Control of Changes• Lack of governance, project-management

and quality-management support

Solution Updates• Missing guidance for upgrade projects

• Handling of custom code during upgrade

• Upgrade downtime

Cost of Administration• Management of complex

landscapes covering

multiple technologies

• Interdependencies

Peer Comparison• How to benchmark your processes

with peers?

SAP Solution Manager Enterprise Edition

From Awareness to Action

SAP is aware of customer pain points. Pain points are addressed by best practices:

SAP Standards for E2E Solution Operations.

Implementation methodology for

E2E Solution Operations: Run SAP.

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Management

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Management

SAP Solution Manager provides all

capabilities for E2E Solution Operations.

Change

Management

Solution

Updates

Problem

analysis

MonitoringSoftware

logistics

Integration

Validation

Integration

Testing

Innovation

Management

Transparency on

Processes & Apps

Incident

Management

Improvements of processes,

components and solutions

Maintenance of

SAP Solutions

Root Cause

Analysis

Monitoring of mission-

critical processes

Deployment of

solution updates

Integration

Validation

Integration

Testing

Innovation

Management

Identification of critical

business processes

Incident

Management

SAP has compiled best practices for E2E Solution Operations based

on the experience from customer engagements over three decades.

Application Lifecycle Management


Technical Monitoring & Alerting End-to-End Root Cause

Analysis

Technical Administration

End-to-End

Change Analysis

Workload Analysis

Exception Analysis

Trace Analysis

Monitor Alert Analyze Administrate

Techncical Admin

Technical Reporting

Prove Value to Business SAP Early Watch Alert

Service Level Reporting

Status Monitoring

End-User Experience

Monitoring

Connection Monitoring

Product Specific

Monitoring (like PI, BW,…)

Unified Alert Inbox

Alert correlation and

propagation

Central Template

Maintenance

Open data provider and

alert consumer

Technical Admin

One Central Monitoring

Infrastructure

Avoid Alert Flooding Lower Mean time to Resolution Optimize Operations

Key User

Technical Admin

Operational Guidance (RunBook)

IT Calendar / Work mode Management

Task Management

Central Tool Access

Standard IT Reporting

Customer BW Reporting

Incident Service

Requests

Recurring

Tasks

Change

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High Level Architecture

SAP SOLUTION MANAGER

Component-

Specific Tools

End-to-End

Root Cause

Analysis

Lower mean

time to resolution

End-to-End Change Analysis

End-to-End Workload Analysis

End-to-End Exception Analysis

End-to-End Trace Analysis

C(++)ABAP Java .net

Technical

Monitoring,

Alerting &

Administration

Optimize operations

Technical

Reporting

Prove value to business

MANAGED SYSTEMS

SAP EarlyWatch Alert




Technical Monitoring & Alerting Technical Administration

Unified Alert Inbox

Alert correlation & propagation

Open monitoring infrastructure

IT Calendar

Task

Management

Runbook

Tools

Explorer

Central planning and tracking

Standardized and guided operations

Open automation infrastructure


End-to-End Root Cause Analysis

Application Overview

Change AnalysisWorkload Analysis

Exception Analysis Trace Analysis

System, Host & Database

specific RCA tools


Application Overview

Change AnalysisWorkload Analysis

Exception Analysis Trace Analysis

Workload Analysis

identify general performance bootlenecks in

complex landscapes

review most important KPI’s cross all

technologies

drill down to product specific workload KPI’s

Change Analysis

review statistical change data cross all technologies

based on daily configuration snapshots

compare configurations between systems

drill down to change reporting for a detailed change history

isolate one single user request through a

complex system landscape

identify the problem causing component

(performance and functional)

jump to detailed component specific trace

analysis (SQL, ABAP, J2EE trace,…)

Trace Analysis

review statistical exception data cross all

technologies

perform exception trend analysis or review

exception after changes

jump to component specific exception

analysis (ST22, NWA,…)

Exception Analysis

System, Host & Database

specific RCA tools

System, Host & Database specific RCA tools

Safe and remote enabled access to Filesystem, OS and DB

Links to read-only monitoring and administration tools

Wily Introscope for perfomance analysis and monitoring

Root Cause Analysis – Example Scenario

1 2 3 4 5

Create

Support Message

Perform E2E Workload

Analysis

Perform

E2E Trace

Component Analysis

with Wily Introscope

Notify

End User

An Employee Self-Service (ESS) user experiences a performance problem in the browser and

creates a support message in the customers service desk system. The support employee uses

the E2E Workload Analysis to check the server side performance, but no bottleneck can be

identified on the server side. So a E2E Trace analysis is use to record the activity of the single

end user. The time is spent on the client side. So BMC Appsight can be used to identify the

root cause of the bad client performance, which is in this case caused by bad javascript coding.

BrowserWAN

Network

Presentation

Logic

Application

Logic Database

New Work Center for Root Cause Analysis

within SAP Solution Manager EhP1

Open multiple

applications next

to each other

Structured

displayed of

metrics

Completely integrated in

SAP Solution Manager

Work Centers

Flexible query

based system

selection (no

solutions needed)New Navigation

Structure (Top-

Down Approach)

Integrated

Administration

Tools

Integrated Setup &

Check Tools

CA Wily Introscope - Right to view license

Introscope is a performance management solution that enables you to monitor complex applications in production environments 24x7.

http://www.wilytech.com (part of CA)Real time (15 s) monitoring using

Dashboards

Investigator

Dynamic transaction tracing

Dynamic byte code instrumentation for

J2EE

.Net

Static instrumentation for C/C++ based

products available

….includes license of Wily Introscope for

SAP delivered instrumentation and

dashboards (read-only) for SAP & Partner

products, eg:

SAP NetWeaver XI

SAP NetWeaver Portal

SAP NetWeaver MDM

Seeburger XI Adapters

CPS for SAP by Redwood

…

Included in SAP Solution Manager license

http://www.wilytech.com/

http://www.wilytech.com/

SAP Extended Diagnostics by CA Wily

needs to be purchased separately

allows you to create instrumentation for custom code

create customer specific dashboard based on

either SAP delivered instrumentation or

customer instrumentation

includes license for Wily Introscope Alerting and

Reporting infrastructure

extends delivered instrumentation to non-SAP

application server platforms (Power Packs and

Portal Manager packages for WebSphere,

WebLogic)

supports integration in existing managing platforms

(CA Unicenter, Integration SDK)

inludes multiple add-ons and platform support like

Change Detector, Oracle DB, Webservers, Service

Quality Manager, Siteminder,…

BMC Appsight for SAP Client Diagnostics

BMC Appsight is a system for performing client diagnostics in SAP environments, comprising recorded end user activity together with client performance and configuration data.http://www.identify.com (part of BMC)

Appsight enables the analysis of

Client Performance

in combination with User Interaction

on a code level

SAP Solution Manager includes the license

for…

… the recording agent of Appsight

(„Black Box“)

… the console of Appsight

Available recording profiles for all SAP

Client applications

Internet Explorer

SAPGui

NetWeaver Business Client

…

http://service.sap.com/instguides

http://service.sap.com/instguides


Summary

End-User Root Cause Analysis

Centralized root cause analysis to identify in complex

system landscapes the component actually causing the

problem

Unified and standardized problem resolution process with

identical look-and-feel covering SAP based and non-SAP

technologies and products

Balanced approach between analysis activities to be

conducted at managing system (cross-component analysis

activities) and analysis activities to be conducted at managed

system (single component analysis activities)

Problem resolution based on permanentely collected

aggregated data for exceptions, changes and workload as

well as unaggregated data for software and parameter

changes

Interactive root cause analysis for performance and functional

problems powered by End-to-End Trace Analysis


High Level Architecture

SAP SOLUTION MANAGER

Component-

Specific Tools

End-to-End

Root Cause

Analysis

Lower mean

time to resolution

End-to-End Change Analysis

End-to-End Workload Analysis

End-to-End Exception Analysis

End-to-End Trace Analysis

C(++)ABAP Java .net

Technical

Monitoring,

Alerting &

Administration

Optimize operations

Technical

Reporting

Prove value to business

MANAGED SYSTEMS

SAP EarlyWatch Alert




Technical Monitoring & Alerting Technical Administration

Unified Alert Inbox

Alert correlation & propagation

Open monitoring infrastructure

IT Calendar

Task

Management

Runbook

Tools

Explorer





© SAP 2007 /

Technical Monitoring & Alerting

Avoid alert flooding

… by delivery of monitoring templates (based

on our experience)

… by correlation of events leading to only

meaningful alerts

One open Infrastructure

SAP‘s new standard for alerting in Java

Create alerts based on metrics from all SAP

technologies

Open data consumer interface

Minimize TCO for operations of

monitoring & alerting infrastructure

Central Administration and deployment of

templates and thresholds


Benefits

Unified Alert Inbox

Avoid alert flooding by alert correlation & propagation

Integration in Incident & Notification Management, RCA

Customizable querybased navigation

Collaboration features

Status Monitoring

Provides an overview of the landscape status

Availability

Performance

Configuration

Exceptions

Drill down to metricmonitoring

Scenario Monitoring

Based on modeled scenarios:

End User Experience Monitoring

Connection Monitoring

PI Monitoring

Fully integrated in Alerting, RCA

and Reporting

Metric Monitoring

Proactive monitoring capabilities

High resolution (e.g. 15s for Introscope)

Dashboard based metric monitoring


Feature Overview

© SAP 2007 /

Native component

(C / C++)

Managed component

(Java / J2EE / .Net))

ABAP based component

3rd party alert

management system

SAP Solution Manager

CA Wily Introscope

Data

P

rovid

er C

on

nec

to

r (P

ush

a

nd

P

ull)

Diagnostics Control CenterA

le

rt C

on

su

me

r C

on

ne

cto

r

Technical Monitoring and Alerting

Building Blocks

1

Alert

Calculation

Engine

MEA

Repository

MEA

Directory

Problem Context

DB

3

Technical Monitoring Work Center

3rd party

Auto

reactions

Alert

Notification

Incident

Mgmt

Alert Inbox

Status

Monitoring

MEA Store

Monitoring & Reporting Store

DB Tables

BW

Staging

(DSO)

BW

InfoCubes

Metric, Event & Alert

Runtime Components

2


Overview

Goal

Tools and capabilities to support the Technical Management and the IT operations

management teams in the efficient planning, implementation, execution, and

reporting of the day-to-day operational activities.

As a result the systems have the desired stability and run at high performance.

Scope

• Centrally plan, document and execute your operational

tasks (e.g. housekeeping , troubleshooting, corrective)

• Track and report

Benefits

• High system stability and high performance by

maintaining the status quo of infrastructure and systems

• Savings through continuous improvement measures

• Optimized administration efficiency through standardized

and centralized management

• Well aligned with the industry leading IT management

standard ITIL




© SAP 2009 / Technical Administration with SAP Solution Manager – Bozak / Pieruschka / Briam Page 16

Technical Administration Generic Process Steps

Planning, Execution and Optimization

Report activities /

system states

Correlate KPIs

Propose to improve

administration tasks

Improved operation

concept

Derive KPIs and

actions and

assign roles

Configure/Define Activity

Templates, Operations

and Alerts

Operations concept

ready

SLAs

Perform action

Analyze trigger

Consistent and stable

system state with

desired performance

Log action

Trigger

Handle exception

Planning &

OptimizationExecution

Tracking &

Reporting

Administrator

Task

Management

Task Management allows the Administrator to centrally

define, plan, view, execute and track administrative

activities throughout Solution Manager.

Standardized trouble-shooting,

corrective or house-keeping activities are

supported through SAP-delivered Task

Templates.

Tasks are executable through the

Tools and Operations contained in

them.

IT Calendar

IT Calendar allows System Administrators to

record and view all States and Events that are

relevant to their daily activities.

Calendar entries are available to other

applications in SAP Solution Manager

(e.g. Alerting) to fine-tune

interoperation, and to optimize

Task execution.

Technical Administration Concept Overview

Building Blocks

Runbook offers a collection of

product and release specific

best-practices Operations

for Administrators of SAP landscapes.

Operations are ready-to-use guidance

that can be merely documented

step-by-step descriptions or can be executable

scripts for full automation.

Runbook

Building

BlocksIT Calendar

Task

ManagementRunbook

Tools

Explorer

Tools Explorer

All tools to administrate SAP

landscaped are collected and

described by SAP.

They are made available to System

Administrators through the central

Tools Explorer.

Evolution of Technical Administration

Functional View

Planned


Comprehensive E2E support

for technical administration

activities: planning /

optimization, execution and

tracking / reporting of

administration tasks.

Central and local tools to

support administration

activities with limited E2E

capabilities.

CSA (Central System Admin.)

Central Tool Access

Task Management

Downtime Management

Today

System Administration

SAP Solution Manager 7.0 EhP1

Past



activities.


Central Tool Access


Before SAP Solution Manager

7.0 EhP1


SAP Solution Manager Work Center

Central Database

Administration using

DBACOCKPIT

SAP Printing Assistant for

Landscapes

Bootstrapping tool

(SAP Management

Console)

System type specific

Administration tools

(here: SAP NetWeaver

Administrator for Java

administration)

DEMO

System Administration – Example Scenario

As a result of a root cause analysis the number of processes for a specific Web AS Java needs

to be changed. That requires the planning and execution of a downtime and a final check of the

configuration settings before releasing to production.

1 2 3 4

The issue Change

Parameter

Plan and

Execute

Downtime

Start system

Release to production

Evolution of Technical Administration

Functional View

Planned


Comprehensive E2E support

for technical administration

activities: planning /

optimization, execution and

tracking / reporting of

administration tasks.



activities with limited E2E

capabilities.


Central Tool Access

Task Management

Downtime Management

Today


SAP Solution Manager 7.0 EhP1

Past



activities.


Central Tool Access


Before SAP Solution Manager

7.0 EhP1

Technical Administration Execution Process Step

Integration into other (ITIL) Processes

Incident and Problem

Management

Change Management

System Monitoring

Request Fulfillment

IT Reporting

End user

request

Configuration

change

Result of a

root cause

analysis

Alert

Trend

Periodic

actionPlanned activities IT ReportingKPIs

Trigger

Change Management

Incident and Problem

ManagementException

Confirmed

change

Execution

Administrator

Perform action

Analyze trigger

Log action

Handle exception

Consistent and stable

system state with

desired performance

Pro

ce

sse

sFra

me

wo

rk

Co

nte

nt

Technical Administration Concept Overview

Product Architecture

SAP

Customer

Governance / Content Delivery

Planning &

OptimizationExecution

Tracking &

Reporting

Building

Blocks

Content Types

IT CalendarTask

ManagementRunbook

Tools

Explorer

OperationsTask Templates &

IT ServicesTool Access

Admin

Areas

System Infrastructure Related

Backup R

esto

re

Print &

O

utp

ut

Managem

ent

Virtualization &

Availability

Managem

ent

SAP Products Related

Portal

BI

PI (S

OA

)

Use

r and Identity

Managem

ent

… …

Business P

ro

cess

Opera

tions

Ap

plic

atio

ns

Building

Blocks

Content Types

IT CalendarTask

ManagementRunbook

Tools

Explorer

Technical Administration Content Types

"CSA Session" Template migrated

to Task Management

Deliver Task Templates for

execution of Downtimes

SAP delivers best practices as

Templates

Customer can create their own

Templates adapting to their

"IT Services"

Task Templates (e.g.: CSA >500)

Operations include structured

(documented) as well as (semi-)

automated operation steps

Quality assurance / verification /

versioning

Contextualized access to tools

Tools inventory is extensible

Tools can be categorized according

to SMSY / PPMS categories, and

administrative area categories

OperationsTask Templates &

IT ServicesTool Access

Task Templates Operations Tools Access

Detailed Planning & Optimization

E2E Example

Maintenance Weekend (I)

Yearly Planning

Role: IT-Manager

Action: User records /

publishes the corresponding

entries in the IT calendar

Other administrators can plan

their activities taking into

account the constraints imposed

by the MW

Role: Administration Lead

Action: User creates Tasks corresponding to the activities to be

carried out in the MW.

Existing Templates can help to simplify detailed planning. Templates

impose predefined structures and content that can be modified to

adapt to the particular situation.

Stop

Systems

Perform HW

Maintenance

Perform OS

Maintenance

Start

Systems

Tue Wed Thu Fri Sat SunMoDecember

Tue Wed Thu Fri Sat SunMoAugust

Tue Wed Thu Fri Sat SunMoApril

IT Service

Template

Task Structure

Tasks are

instantiated

using

Templates

Task Context

PersonOperations /

Tools

Operation 1 /

ACC

Operation 2

Operation 3

Operation 1 /

ACC

Erol

Peter

Guenter

Erol

Fri Sat Sun

December

Maintenance

Weekend

Execution / Tracking

E2E Example

Maintenance Weekend (II)

Role: Administrator

Action: All administrators receive their

individual tasks. The tasks contain all the

relevant information for the administrator to

carry out the assigned task. The combination

of the task with the necessary operations and

tools allow to execute his activities at the right

time with the right means.

Reporting

Role: Administration Lead / IT-Manager

Action: After the finalization of the overall

process the final report is generated to present

the results:

Due date violation

Aggregated duration

Operations executed most

etc.

Fri Sat Sun

December Task Inbox

Erol Peter Guenter

Erol Peter Guenter Erol

Progress

Every single task is tracked and reported to the individual

task inboxes of the users performing the task.

Stop

Systems

Perform HW

Maintenance

Start

Systems

Perform OS

Maintenance

Fri Sat Sun

December Task Inbox

Erol Peter Guenter

Task Report

Erol Peter Guenter

Due d. viol.:1

Duration: 2 h

Ops: …

Due d. viol.:0

Duration: 2 h

Ops: …

Due d. viol.:1

Duration: 2 h

Ops: …

Further Information

Related SAP Education and Certification Opportunities

http://www.sap.com/education/

E2E100

ADM100, ADM200, ADM 800

SAP Public Web:

Diagnostics Homepage: http://service.sap.com/diagnostics

ALM in SAP Solution Manager: http://service.sap.com/alm

Operations in SDN: http://sdn.sap.com/irj/sdn/operations

SAP Standards for Solution Operation

http://service.sap.com/supportstandards

Root Cause Analysis

System Monitoring




http://service.sap.com/diagnostics

http://service.sap.com/alm

http://sdn.sap.com/irj/sdn/operations



Further Information

Upcoming book

Offline Demos for Technical Operations


Processes Technical Operations

Diagnostics in SAP Solution Manager

SAP PRESS

Michael Klöffer, Mathias Bley, Stefan Lahr


Thank you!

technical operations in sap solution manager - overview

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