thementag sap solution manager - sap ch events degree of automation better business performance ......

Thementag SAP Solution Manager Überwachung von Business Prozessen und Systemlandschaften

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document, except if such damages were caused by SAP intentionally or grossly negligent.


Agenda

12.00 Empfang mit Imbiss & Getränken Foyer

13.30 Begrüssung

Zielsetzung des Tages

Daniel Müller SAP (Schweiz) AG

13.40 Einführung in das Thema Monitoring

Motivation, Trends & Potenziale


14.10

Prozessorientierte Vorgehensweise für

Monitoring-Aufgaben Risikobetrachtung, Scoping, KPI

Überwachung, Betrieb & Alarmierung

Intervention


14.50 Pause für Erfrischungen & Expertengespräche Foyer


Agenda

15.15 Stabiler und zuverlässiger Betrieb:

„Technical Monitoring“ im SAP Solution Manager

End-to-End Monitoring

Monitoring & Alerting-Infrastruktur (MAI)

Demo & Kundenbeispiele

Waldemar Befort SAP (Schweiz) AG

15.45 Reibungsloser Ablauf der Geschäftsprozesse:

„Business Process Monitoring“ mit dem SAP

Solution Manager

Warum Business Process Monitoring

Grundlagen und Einrichtung der

Geschäftsprozessüberwachung

Demo & Kundenbeispiel

Mario Weigend SAP (Schweiz) AG


Agenda

16.15 Kontrolle über die Eigenentwicklungen:

Custom Code Life Cycle Management (CCLM)

Identifizieren und Verwalten der Eigenentwicklungen

Erfahrungen & Kundenbeispiele

Mario Weigend SAP (Schweiz) AG

16.30 Kundenerfahrungsbericht „Monitoring“

Zielsetzungen & Projekt

Vorgehen, Erfahrungen & Lessons Learned

Daniel Rothmund Geberit AG

17.00 Abschluss und gemeinsamer Apéro Foyer

Begrüssung


Zielsetzung des Tages

This is the current state of planning and may be changed by SAP at any time.

1. Sensibilisierung zu IT Monitoring

2. Kennenlernen der Möglichkeiten des

Monitorings mit dem Solution Manager

3. Aufzeigen von Fallbeispielen

4. Informationsaustausch

Einführung in das Thema Monitoring

Motivation / Trends und Potentiale


Monitoring Requirements

Manage Operational Efficiency

Is IT on top of projects and operations?

Are budget, capacity and skill development

on track?

Are all my system up and running?

Selected auto refreshed status monitors

Application and Business Process oriented real-

time monitoring for the whole solution landscape

Two Operation Experts required per shift

Exceptions are automatically detected

and Guided Procedures for

Resolution are available

Expert Tools for root cause analysis

and problem resolution in place

Business Value of IT

Does IT help the business to grow?

Is the business using the IT solution sufficiently?

Is business continuity guaranteed?

Is throughput as expected from a business side?


High IT

complexity

More and more

outsourcing of technical

operations

Transparent

dependencies between IT

and Business to detect

and identify impacts

Improvement and

integration of Mobile

Infrastructure to backend

systems

Cloud systems /HANA

?

Trends

System

Monitoring of

single IT System

System Monitoring and

management of SLA

Monitoring of System &

Business Processes

Integrated E2E Monitoring

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of operations


High Availability of IT

Systems and to deliver

real time business

information

Growing system

landscapes and

therefore the system

complexity

Higher end user

satisfaction & faster

business processes

Global transparency

across organizational

units & process

variants

Cost pressure on IT in

operation

Motivation

Monitoring

Transparency

Efficiency

Performance Consistency

Stability


Potential Benefits

Innovation Management

Build SAP like a factory

Reduce implementation cost

Reduce time to value

Smoothen transition to operations

Avoid unnecessary modifications

Mission Control Center

Enhanced Back Office

Direct access to unmatched

expertise from SAP and ecosystem

Fast issue resolution

Operations Control Center

Run SAP like a factory

Improve business continuity

Higher degree of automation

Better business performance

Reduce total cost of operations

SAP Solution Manager Customer

SAP


Run SAP Like Factory – Operations Control Center

Problem Management (re-active / pro-active)

Change M

anagem

ent

Operations Control Center (OCC)

Incident and Problem Management

Do Check

Plan Act

Status Core

Business Processes

Central Alert Inbox Status System

Components

Status Business

Users

Event Management

Central Monitors/ Dashboards Continuous

Improvement Process


Run SAP like a Factory – Layers to be considered

IT Infrastructure

Layer

Application

Layer

Business

Process Layer

ABAP J2EE

Solutions

Business Processes

Business Process Steps

End-Users scenarios

Interfaces & Jobs

Products & Applications

Systems & Scenarios

Databases & Operating Systems

Physical & Virtual Hosts

Printers

Disks & Storage

Network devices

Business

Process

Operations

Application

Operations

IT

Infrastructure

Operations

SolDocu

LMDB

CMDB


KPI for Monitoring

• Strategy Management

• Portfolio Management

• Financial Management

• Business Relationship Management

KPIs Service Strategy

• Service Level Management (SLA)

• Capacity / Continuity Management

• Availability Management

• Information Security Management

KPIs Service Design

• Change Management

• Transition Planning and Support

• Configuration, Release and Deployment Management

• Service Validierung und Test

KPIs Service Transition

• Incident Management

• Problem Management

KPIs Service Operation


KPIs for Service Availability Reporting

Provide overview about all

downtimes

Key figures:

Number of service outages

Length of service outages

Dimensions:

Reporting Object(s)

service outages type

(planned/unplanned)

service outages category

service outages description


Orchestrate Your Solution with SAP Solution Manager

Run SAP

like a

Factory

Application

Lifecycle

Management

Single Source of Truth

Integration

Validation


SAP Best Approach Services for SAP Solution Manager Application Lifecycle Management


ALM

00 T

echnic

al S

etu

p S

olu

tion M

anag

er

In

sta

llation

and

Co

nfig

ura

tio

n o

f S

olu

tion

Ma

na

ge

r

ALM 01 Solution Documentation Central documentation of business

processes, system landscape, custom

code, partner applications, …

ALM 03 Template Management

Standardize configuration

across multiple projects

ALM 04 Test Management Change impact analysis

End-to-end test management

ALM 05 Change Control Management

Integrated quality management

Synchronized transports of various

components

Controlled and documented adjustment of

business processes incl. approval process

ALM 09 Maintenance Management

Management of corrective

software packages

ALM 08 Business Process Operations Ensure business continuity

Provide Business KPIs

Business process benchmarking

ALM 06 Application Incident Management Integrated service desk

Involvement of partners in problem resolution

Provide root-cause analysis for complex

landscapes with diverse technology stacks

ALM 11 Upgrade Management

Comprehensive project

support

for release transitions

ALM 02 Solution Implementation

Discover and realize enhanced

business functionality

Avoid disruption of business

ALM 10 CDMC

Custom

Development

Management Cockpit

ALM 07 Technical Operations Central monitoring & alerting infrastr.

Unique End-User Experience monitoring

Central administration tools


Technical Monitoring and Alerting Capabilities in Detail

Unified Alert Inbox • Central access point for all alerts coming from the different monitoring scenarios

• Integration of Incident & Notification Management, Root Cause Analysis and collaboration features

System Monitoring • Status overview for technical systems, instances, databases and hosts

• Drill down to single metrics and events, Jump in to metric reporting and landscape information

End User Experience Monitoring • Measurement of availability and response times from an end user perspective

• Deep integration in E2E Trace Analysis for Root Cause Analysis

Process Integration Monitoring • Central entry point for SAP Process Integration specific monitoring for complete PI domains

• Contains central monitors for PI components, PI channels and Message flows

Business Intelligence Monitoring • Central monitoring for SAP Business Intelligence solutions based on SAP BW and BOE XI

• Monitoring of SAP Business Warehouse process chains and Business Objects specific jobs

Connection Monitoring • Active Monitoring of RFC and HTTP connections between SAP Systems

Inte

gra

tio

n o

f all

scen

ari

os i

n

En

d-E

nd

-to

-En

d M

on

ito

rin

g

an

d A

lert

ing

In

frastr

uctu

re

Prozessorientierte Vorgehensweise

für Monitoring-Aufgaben


SAP Best Approach Services for SAP Solution Manager ALM S07 Technical Operations



Technical Operations – Process One-Slider

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

non-SAP solutions. It includes capabilities to manage data growth, archiving needs and establish configuration baselines for complex landscapes

and allows customers to reduce TCO by predefined content and centralized management tools for all aspects of operations in SAP Solution

Manager. The integrated analytics are running either out-of-the-box or can be individually adapted by customers.

Require- ments

Design Build Test Deploy Operate Optimize

Prove value to business

Proactive real-time monitoring

Optimize excellence of

technical operations

Lower mean time to problem

resolution

Reactive handling of critical

events

Monitor Notify Analyze Optimize

Report


SAP Best Approach Services for SAP Solution Manager Dependencies Application LifeCycle Management

ALM S01 Solution Documentation

ALM S07 Technical Operations

ALM S08 Business Process Operations

ALM S06 Incident Management ALM S05 Change Control

Management

Goal: Centrally document and related business processes and technical infor-mation of SAP and non-SAP Solutions ensuring transparency, efficient main-tenance and collaboration. Benefits: Transparency of landscape information. Alignment of Business and IT, cen-tralized solution documentation. Basis for other Solution Manager capabilities.

Goal: Service Desk in SAP Solution Manager is SAP’s tool to manage incidents effi-ciently between the customer business unit & all support levels; customer IT, SAP support & SAP partners. Due to its integration in SAP applications, the Service Desk gathers context data for the incident. This substantially increase the speed of the response process & enables a high transparency into all current issues in the IT landscape. Benefits: Pre-configured delivery with Solution Manager basic configuration; however, flexible to enhance Service Desk with Best Practice functions. High integration with SAP systems, 3rd party tools, SAP Service backbone, SAP partners and Solution Manager capabilities.

Goal: Enables the management of SAP Solution Manager projects from top to bottom: Starting with change manage-ment & project planning, through re-source management, to physical trans-ports of the change from the develop-ment environment into the productive environment. Benefits: Increased maintenance and project efficiency. Reduced risk of correction and project failure. Minimized costs for project management & IT.


Business Process Analytics and Improvement Stabilize, improve, then optimize

IT Business

Business Process

Implementation

Business Process

Stabilization

Business Process

Improvement

Business Process

Optimization

• Design

• Configure/Customize

• Composition

• Develop

• Industry specifics

• Country specifics

• Minimize interface failures

• Minimize errors or delays in

background processing

• Maximize technical

performance

• Avoid functional errors (e.g.

ABAP dumps, update

errors)

• Clean up old & open

business data

• Provide sufficient end-user

training

• Close process design gaps

• Adjust customizing and/or

configuration

• Re-engineer business

processes (BPE/BPR)

• Process Innovation

• Minimize costs (PPI)

• Minimize process cycle

times (PPI)

• Maximize process

efficiency

“Protect initial investment” “Make most of initial investment &

achieve optimum according to

plan”

“Get better than what was initially

planed & implemented”

“Initial plan & investment”

Business Process Monitoring with SAP Solution Manager SAP Performance Management By IDS

Scheer

ENABLE

BEST PRACTICES

ENABLE

OWN PRACTICES

SAP NetWeaver BPM

Integrated ALM Approach

powered by Solution Manger

© SAP 2009 / Page 28

Require- ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Management

Project

Management

Operation

Management

Project Organisation

Project Roadmap

Solution Setup

and Documentation

Operation Organisation

Operation

Standards

Solution Support

Solution Documentation = Prerequisite for IT Operation Management

Tools

Solution Documentation Standards


System

Monitoring

(SysMon)

Job & Business Intelligence Monitoring Relationship between the different monitoring use cases

Business

Intelligence

Monitoring

(BIMon)

Job

Monitoring

(JobMon)

Scope: Business Objects Jobs, Data

Services Jobs, ABAP Jobs, BW

Process Chains, CPS managed jobs

(currently planned, more to come)

Target group: Job Administrators

and Application/Technical Support

Scope: Business Objects Jobs, Data

Services Jobs, SLT Jobs, BW Process

Chains, reporting tools and all landscape

elements necessary to run Business

Intelligence landscape

Target group: BI/BO/BW Administrators

and Application/Technical Support

Business Process

Monitoring

(BPMon)

Scope: Business Process driven and selective view

regarding Jobs and BW Process Chains

Target group: Business Process End Users and

Application Support

Scope: Selective view of Systems, Databases and Hosts

relevant for a certain interface landscape

Target group: System/Basis Administrators, Application

Support and Technical Support


Business Process Monitoring Example: Order to Cash

Backlog of CRM Orders in

Status ‘Error in

Distribution’

qRFC Monitoring of

critical queues

Backlog of open ERP

Sales Orders

Backlog of open

Outbound Deliveries

Invoices not transferred to

Accounting

No. of Inbound SHPCON

IDOCs in Error Status


Planned Innovation for Technical Administration

Service Availability Management Process

Track and report

checks whether Service Time SLAs

are met and provides Service

Availability Reporting to customers

Plan

defines the Agreed Service

Times with customers

IT Operations Manager

Planned

Downtimes

Measured

Downtimes

Categorize / Adjust

adjust and categorize measured

service outages. Maintain

unplanned service outages

IT Operators IT Operations Manager


Planned Innovation for Technical Administration

IT Operations Management Process

Author

Defines IT operational activities

as guided procedures using the

guided procedure authoring

environment in SAP Solution

Manager

Plan

Plans recurring or single

operational activities using IT

Calendar and Guided

Procedure Planning

Execute

Find the tasks they have to

execute in the task inbox. Via

the task, they jump into the

guided procedure step or

instance and execute the IT

operation

Report

Tracks completion of

operational activities IT

operations log book

Proves value of IT operations

to business via IT Operations

reporting

Operations

Preparation Team IT Operations Manager IT Operators IT Operations Manager


SAP Business Process Improvement Standardized Methodoly with Business Process Analytics


Business Process Stabilization Information Flow with Business Process Monitoring

Receive notification (e.g. email)

1

Perform Detail Analysis

4

Identify Root Causes (RC)

5

Define Action Plan

6

Control Achievements via BW Trend Analysis

7

Access backend system from Alert

Inbox

3

Access Alert Inbox (e.g. via URL in email)

2


Technical Analytics in Detail Which applications are provided…

Document based EarlyWatch Alert (for Solutions)

• Predefined report content

• Report is document based

Interactive Reporting

• Report content is predefined

• Displayed data could be individually tailored

Customer specific Reporting

• Report content and presentation mode is completely customizable

Document Based Service Level Reporting (SLR)

• Predefined content could be individually tailored

• Report is document based

Standard Dashboards

• Content is pre-configured

• SAP developed dashboard applications

Customer specific Dashboards

• Usage of dashboard framework

• Customer own developed dashboard applications

Le

ve

l of d

ata

ag

gre

ga

tion

an

d in

terp

reta

tion

Technic

al

Reportin

g

Managem

en

t

Reportin

g


Monitoring and Alerting Infrastructure - Evolution

Local

Central

End-to-End

RZ20

ABAP ABAP SAP

J2EE ABAP Java .Net C/C++ …

Central CCMS

Technical Monitoring & Alerting

BI

PI

System

Database

Host

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SAP Solution Manager Release Planning

DEC

2017

7.1 SP05

(*)

End Of

Maintenance

SAP Solution Manager 7.0

End Of

Maintenance

SAP Solution Manager 7.1

SP09/10

(*)

SP11

SP12

(*)

(*) Functional delivery

MAY

2011

JUN

2012

OCT

2013

DEC

2013

Q1

2014

Q3

2014 …


SAP Best Approach Best Approach deliverables

Work packages

Clear and transparent procedures, activities and deliverables

ALM

Process structure

Predefined process oriented ALM documentation

Precon-figured Consulting Solutions

Practice proven customizing settings and predefined Consulting Solutions

ALM Best Approach

Scalable

Practice Proven Transparent

Measurable

ALM Process Structure

Process oriented documentation

and training material

Preconfigured customizing

settings, Solutions Ready-to-Run


SAP Best Approach Services for SAP Solution Manager ALM S07 Technical Operations


ALM Best Approach

Process Flow – Job Monitoring


Successful ALM Approach

ALM

Tools

Processes

Governance

Operation / Optimization

Central Monitoring Tool

Innovation and Operate

Defined Responsibilities

and Competencies in the

Organization


Summary

Technical Operations in SAP Solution Manager

• Represents all capabilities for central monitoring,

alerting, analysis and administration of SAP and

non-SAP solutions

• Includes capabilities to manage data growth,

archiving needs and establish configuration

baselines for complex landscapes

• Allows customers to reduce TCO by predefined

content and centralized management tools for all

aspects of operations in SAP Solution Manager

• Provides integrated analytics out-of-the-box or

individually adaptable by customers


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