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									SAP Solution Manager : Solution Monitoring
Active Global Support

Solution Monitoring - Introduction Concept Functionality

SAP Solution Manager - Architecture
SAP Solution Manager
Implementation and Distribution Testing E-Learning Management Service Planning and Delivery Upgrade

Solution Monitoring

s ct je ro P
Global Rollout

IMPLEMENT.

Businessprocess

BETRIEB

n t io u ol S

Service Desk

OPTIMIEREN

Change Management

Process Templates

DocumenBusinesstation processes Systems

Solution Directory

SAP ERP
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SAP CRM

SAP APO

Non-SAP

Proactive Monitoring vs. Reactive Monitoring
Why Solution Monitoring? Monitoring should be done to detect the deficiencies as early as possible in order to ensure the correctness and security of the business processes raise the availability and performance of the system. Proactive Monitoring
Proactive Monitoring tries to avoid critical situations before the occur.
E.g.: Maintenance of performance alert thresholds E.g.: Trend analysis (e.g. performance values and hardware capacity)

-> To be reminded of the necessary monitoring tasks, interactive work lists are needed (Alert Graphic)

Reactive Monitoring
Reactive Monitoring tries to notify the administrators in critical situations as soon as possible
E.g.: error handling procedures and escalation paths

-> Via automatic notification mechanisms

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Automatic Monitoring vs. Expert Monitoring Automatic Monitoring
Automatic Monitoring is using predefined Key Performance Indicators (KPI) in order to notice deviations as early as possible.
E.g.: Autoreaction methods with CCMS as infrastructure E.g.: KPI monitoring and reporting with ratings in case of problems

-> Definition of Key Performance Indicators and their thresholds needed

Manual Expert Monitoring
Expert Monitoring is manual work. Identify issues that are not captured via alert monitoring. Expert Monitors should give hints for resolution of identified problems or are the tools for resolution of problems.
E.g.: Link to expert monitors in satellite systems

Identify problems that are based on long-running trends.

-> Administrators with expert knowledge in different areas needed

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Solution Monitoring - Introduction Concept Functionality

The “Old” Monitoring Concept “Old” concept is not extendable to the new world
CUS CUS

FVS FVS

PLM PLM CUS CUS

Increasing number of components (R/3 + CRM + 3rdparty + ITS + …) Many new components have their own individual administration and monitoring tools Exploding costs for training, implementation and operations

System administrator

SCM SCM

4.6C 4.6C

SAP Service Marketplace

SAP Active Global Support

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The “New” Concept: Solution Monitoring
Solution Landscape
(e.g. to monitor core business processes or to report system KPIs) FVS FVS CUS CUS SCM SCM 4.6C 4.6C PLM PLM CUS CUS

System administrator

Central Monitoring Instance

SAP Service Marketplace

SAP Active Global Support

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Solutions in SAP Solution Manager
Solutions are groups of related systems. The design of solution landscapes can be related to the SAP Solution Manager functionality you want to use or to user groups which should have access, e.g. landscapes for
reporting (EarlyWatch Alert, SL, Service and Availability Reporting), joint administration and real-time monitoring (e.g. System Monitoring and Central System Administration) management of core business processes and related components (BPM) so that customers of an outsourcer have access to their business process related data

Individual and flexible assignment of systems within solutions
Solution 1 (EWA) Solution 2 (BPM Customer 1) Solution 3 (BPM Customer2)

CRM

ERP

CRM

ERP

ERP

BI

SCM

R/3

BI

BI

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Solution Monitoring and Reporting in the SAP Solution Manager

Early Watch Alert and Service Level Reporting
Weekly evaluation of system status and performance Weekly or monthly reporting on SLAs for the involved systems and business processes

System Monitoring and Administration
Technical real-time monitoring of system components based on the CCMS infrastructure System-related tasks with integrated and automated log

Business Process and Interface Monitoring
Real-time monitoring of business processes based on the CCMS infrastructure Covers all technical and business applicationspecific functions required for a smooth and reliable flow of business processes
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Solution Monitoring and Reporting – Data Collection
SAP Solution Manager
Critical Alert Situations: Business Process Monitoring Detailed Reporting

Business Processes

System Monitoring

SAP EarlyWatch Alerts

Satellite Systems

Real-time Monitoring: CCMS Monitoring Infrastructure (RZ20)

Continous Monitoring: Service Data Download (SDCC)

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Integration of 3rd-Party Tools
Solution Monitoring SAP Solution Manager Trigger console in case of an alert (SAPConnect; SNMP; XML)

3rd-Party System Management Console

Detailed Analysis with 3rd-party tools Monitoring Infrastructure CCMS Monitoring Infrastructure (“RZ20)

Report Alerts

Monitoring Agent

Solution Landscape

3rd-Party Components
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Solution Monitoring – Benefits Overview
Central point of access to all monitoring information
Reduce administration effort Central monitoring of complete solution Cover inter-system dependencies

Avoid critical situations by proactive monitoring
Detect issues before they occur Improve availability your solution

Fast issue resolution
Automatic notification in critical situations

Openness
Investment protection for your existing landscape Integration of 3rd-party systems

Costs
Free of Charge - included in Standard Maintenance

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Solution Monitoring - Introduction Concept Functionality

Solution Monitoring - Introduction Concept Functionality
System Monitoring / Central System Administration Business Process Management and Monitoring

System Monitoring Goals
Financial savings due to reduced probability of system downtime or business process interruptions and overtime costs Improvement in motivation of IT staff Higher end-user satisfaction

Realization within SAP Solution Manager
System monitoring of core components to detect critical situations as early as possible Support operators working with SAP solutions System monitoring and Central System Administration complement each other

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System Monitoring - Workflow
Satellite Systems Collect Data Get CCMS Alerts SAP Solution Manager

1
Agents send Alert Data

Display and dispatch Alerts (e-mail; SMS; Support Desk message)

2
Check CCMS Expert Monitors and solve Problem Navigate directly into Satellite System

Root cause analysis

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System Monitoring – Workflow
Alert graphics System-related tasks with integrated and automated log

System monitoring of core components to detect critical situations as early as possible Support administrators working with new SAP products System monitoring and Central System Administration complement each other

Expert monitors directly linked in satellite systems

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Solution Overview - Entry Screen
Automated refresh

Solution Overview

Summary of alerts with navigation to alert dashboard in solution Navigate to open tasks in solution

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System Monitoring - Dashboards
Display of all monitoring features under the header Solution Monitoring Graphical display of components and alerts

System monitoring alerts and CSA tasks in one graphic

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Solution Monitoring - Alert List
ALV standard selection and maintenance possibilities Switch between Current and Open Alerts (Alert History)

Alternative Display of values as alert list

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Setup System Monitoring – Centralized Maintenance of Alerts and Thresholds

Copy Customizing between components Centrailized maintenance of autoreaction methods Preselected and activated CCMS alerts

Centralized maintenance of alerts and thresholds (changes are automatically transferred to local CCMS)

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Central System Administration Goals
Financial savings due to reduced administration effort Improvement in motivation of IT staff Documentation and Reporting on system maintenance tasks

Realization within SAP Solution Manager
manages tasks for the systems in your solution, centrally preconfigured view and logical collection of administration tasks generated component-specific administration tasks, divided into logical areas, depending on the SAP system types

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Central System Administration (CSA) - Workflow
Satellite Systems Expert Monitor SAP Solution Manager Get Task in Graphic

1
Check System

2
Confirm Task and get Log Entry

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Central System Administration – Task Handling

Monitor task plans and status Set-up and perform tasks Create task logs

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Solution Monitoring - Introduction Concept Functionality
System Monitoring / Central System Administration Business Process Management and Monitoring

Why Business Process Management An overall concept for Business Process Management gets more and more important
Complex business processes that are distributed across various systems and software components in a complex solution landscape Different and various application error logs on different software components have to be monitored for a distributed business process The need of a particular system component for a business process is not necessarily obvious and must be documented Data transfer between different systems using various interface techniques must be monitored

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Business Process Monitoring

Definition of Business Process Monitoring
Business Process Monitoring is the proactive and processoriented monitoring of a company’s core business processes It includes the observation of all technical and applicationrelated functions that are required for a smooth and reliable flow of the core business processes It comprises detailed procedures for error handling and problem resolution and precise definition of contact persons and escalation paths.

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Business Process Monitoring: Concept Phases of a Software Implementation Project
Strategic Strategic Framework Framework Technical Technical and Integration and Integration Design Design Technical and Technical and Operations Operations Implementation Implementation Cutover Cutover and Start of and Start of Production Production Operations Operations and Continuous and Continuous Improvement Improvement

Define and Define and Create Create a Monitoring a Monitoring Concept Concept

Implement the Implement the Monitoring Monitoring Concept Concept

Start Start Monitoring Monitoring

Change Change Management Management in Monitoring in Monitoring

Step 1 Step 1 Identify core Identify core business business processes processes

Step 2 Step 2 Identify Identify process process steps and steps and interfaces interfaces

Step 3 Step 3 Define Define monitoring monitoring objects objects and tools and tools

Step 4 Step 4 Define error Define error handling prohandling procedures and cedures and escalation escalation paths paths

Step 5 Step 5 Define Define monitoring monitoring activities activities

Steps to Define and Create a Business Process Monitoring Concept
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Monitoring with Business Process Monitoring (BPM)
Satellite System BPM in SAP Solution Manager
Tool: Alert Display, Trigger Workflow Cust.: Check Alert, Create Support Message

SAP Support

1
Transfer Monitoring Data Analyze and Fix Problem

3
Send Support Message via Support Desk to SAP Check Support Message

Collect Data

2
Implement Recommendations SAP: Check Alert and Configuration, Solve Problem, Give Recommendation Cust.: Close Support Message Log on to Solution Manager

SAP Solution Manager

Contact Customer

5

4
SAP

Customer
Tool = as customized in SAP Solution Manager, automatically done by tool Cust. = to be done by customer SAP = to be don by SAP
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Infrastructure for BPM in the SAP Solution Manager
Solution Manager
Monitoring Graphic Monitoring Session

Monitoring Infrastructure CCMS Monitoring Infrastructure Solution Manager Monitoring Engine

Solution Landscape

CCMS Monitoring Infrastructure

SAP R/3 SAP R/3 data collectors

APO APO data collectors

BW BW data collectors

CRM CRM data collectors

EBP EBP data collectors

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Integration with BPM in SAP Solution Manager
Automatic Email reporting an alert

Business Process Monitoring

Process Description from Implementation/ Upgrade Project

Service Desk message in case of alert (automatic or manual)

Monitoring tasks, Error Handling and Escalation Paths for the monitoring employee

Direct link to analysis transactions in satellite system Integration with System Monitoring (Status of Hardware, Software and Business Processes in one screen)

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Setup of Business Process Monitoring in SAP Solution Manager
Process Definition in SAP Solution Manager
• Process Steps, Interfaces etc.

Manual entry

Implementation Project

Monitoring Configuration
• Assign monitoring objects to process steps and interfaces • Customize alerts per object • Use Best Practices for Business Process Management to identify monitoring objects.

IDoc monitoring for Type ORDERS Cancellation Alert for job Create_Sales_Order Application Log monitoring for material allocation error messages Performance monitoring for transaction VL02N Start Delay Alert for job Create_Invoice

Activate Monitoring

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BPM Functionalities in the SAP Solution Manager What can be monitored by Business Process Monitoring ?
Cross Application objects
Background jobs Performance of dialog transactions (Transaction code and function code level) Transaction-specific Update errors Document volume based on SAP Table statistics Application Log (SLG1)

Application specific objects
Error logs (e.g. SD Duelist, APO Planning) MRP Runtime statistics EBP Process Alerts etc

Interface objects
ALE / IDoc alert monitoring qRFC alert monitoring

Customer specific objects
All alert information via CCMS alert infrastructure Customer exit in Application Monitoring infrastructure

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Functional Scope 1/3 Business Process Monitoring types and alert definition for:
(effective from SAP R/3 Release 4.0)

Background jobs (running on SAP Systems with an R/3 Basis) for daily and monthly jobs
Start delay End delay Out of time window Maximum processing time Job cancellation Wrong parallel processing Job log messages

Dialog transaction performance monitoring (effective from SAP R/3 Release 4.6B) of
Response, queue (wait), load and generation, DB, and frontend (net) time per SAP Application Instance

Update errors for transactions and programs
V1 update errors / V2 update errors

Application log messages Due list log messages for deliveries and billings Document volume monitoring of
Inserts, updates, and deletes of any table at any time during a day

All alerts which are available or can be configured in the CCMS Alert Monitor
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Functional Scope 2/3
New monitoring type “Application Monitor” providing Monitoring of application-specific key figures Monitoring of due list logs (SAP R/3 SD) Monitoring of MRP key figures (SAP R/3 MM/PP) User exits that can be individually customized (ABAP)

Interface Monitoring for: (effective from SAP R/3 Release 4.5B)
ALE / EDI (IDoc) (effective from SAP R/3 Realease 4.6C)
Outbound
IDoc generated IDoc ready for dispatch IDoc in external system IDoc dispatched Error in IDoc interface Error in External System IDoc with delete flag IDoc processing in target system

Inbound
IDoc generated IDoc transferred to application IDoc transferred to dialog Application document posted Error in IDoc interface Error in application IDoc with delete flag

qRFC
Blocked queues Errors in Queue Scheduler

tRFC (generic monitoring of tRFC tables)
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Functional Scope 3/3 Handling Features
Service Level (SL) Reporting for Business Process Management based on Statistical performance data (EWA) for Service Level Agreements Aggregated per day and business process, business process step, monitoring type, and alert type
The number of green, yellow, and red alerts The number of confirmed yellow and red alerts

Alerts can be directly confirmed (with user and time stamp) Service Desk messages can be manually created for single and automatically created for any number of alerts E-mails (auto-reaction methods or workflow) can be automatically created for alerts

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Business Process Monitoring of a Solution Landscape (1)
Components and related business processes

Display Business Process Alerts

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Business Process Monitoring of a Solution Landscape (2)
Display Current Alerts, Alert History and detailed information

Business process step alert list

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Business Process Monitoring of a Solution Landscape (3)
Business Process Monitoring session Documented error handling procedures and contact persons Direct navigation to analysis method in satellite systems Creation of support notifications, workflow trigger, alert confirmation

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Traininigs Offerings SAP Solution Manager
E-learning
SAP Service Marketplace

www.service.sap.com/solutionmanager www.service.sap.com/rkt-solman (role-based, free of charge learning maps) www.service.sap.com/monitoring (CCMS, GRMG, autoreaction, agents) www.service.sap.com/bpm (Business Process Management, setup guide) www.service.sap.com/diagnostics

Training
Support Academy/SAP Education

USMP10 – SAP Solution Manager Concept & Strategy USMX20 – Installation & Technical Configuration of SAP Solution Manager Infrastructure USMA30 – System Administration with SAP Solution Manager USCP60 – Business Process Management USMF50 – SAP Solution Manager Implementation of Service Desk Functions USMF55 – Change Request Management with SAP Solution Manager SMI310 – SAP Solution Manager Implementation Tools
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