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					Solution Monitoring -
      Overview



 SAP Active Global Support
          SAP AG
   Content




                 What is Solution Monitoring?

                 Examples

                 Architecture

                 Functionality

                 Frequently Asked Questions

                 Appendix: Demonstration


 SAP AG 2001, Title of Presentation, Speaker Name 2
   Solution Monitoring: Motivation


   Customers who implement solutions from SAP have high expectations of
   the reliability and maintainability of their solutions.
    This means:
         Ability to operate and administer:
          The customer expects to be able to monitor and administer the solution with
          a reasonable amount of effort (tools and methods)
         Supportability:
          The customer expects to receive help quickly and reliably in critical software
          and operation problems
         Serviceability:
          The customer expects that the services proven for SAP R/3 (EarlyWatch,
          GoingLive Check, etc.) are also available for the "new" solutions

   Customers expect that SAP can continue to meet the high standards that
   they achieved with SAP R/3 in the “new” mySAP.com world.




 SAP AG 2001, Title of Presentation, Speaker Name 3
   The “Old” Monitoring Concept

   Expert Monitoring                                   Education                Consulting Services
   Tools                                               Services                   EarlyWatch
         OS Monitoring                                  Training                EarlyWatch Alert
         Database                                       Knowledge               GoingLive Check
          Monitoring                                      Products (CDs)          Solution
         R/3 Monitoring                                 SAPNet Articles          Management
                                                         Book                     Optimization (SMO)
                                                                                   Services
                                                                                      SQL Statement
“Old” concept is not extendable to the „new world“                                     Optimization
          Exploding number of components (R/3 + CRM + APO + ITS +…)                   System
                                                                                       Adminstration
          New Components:
              Type I: Components with SAP Basis System: CRM Server, APO               Data
              Server etc.                                                              Management
              Type II: Components without SAP Basis System: Internet                   and Archiving
              Transaction Server (ITS), Business Connector (BC), etc.
              Type III: 3rd-Party-Components: Requisite Catalog, Verity               ...
              Search Tool, Commerce One etc.

          Currently every new component has its own individual administration
          and monitoring tools

          --> Exploding costs for training, implementation and operation

 SAP AG 2001, Title of Presentation, Speaker Name 4
   Requirements of a New Monitoring Concept

   Users have become more demanding                                 "ERP software is made for
                                                                     clerks but we aren't talking
         Less training                                              about clerks anymore" -
         Intranet/Internet users                                   Analyst, FT, 1999
                      Employee Self Services, Internet Sales and
                       Service
         Demand 24 hour/day, 365 days/year                         "..., according to Gardner
                                                                     Group, 70% of ESM
                                                                     (Enterprise System
                                                                     Management) implementations
   IT organizations are subject to increasing                        did not meet expected goals
                                                                     within three years. And
   fragmentation                                                     Hurwitz Group says the
         Ever more and more complex business                        percentage of successful ESM
          processes are being implemented                            projects closely approximates
         "Best-of-Breed" solutions                                  zero".
                                                                     "..., Forrester and Gardner
         More components, larger components,                        Group are both calling for a
          more complex components                                    new kind of technology
         IT experts, training concept                               management at the process
                                                                     level: E-business process
         Available know-how on (employment)                        monitoring"
          market                                                    Analyst, 2000
         Cost pressures

 SAP AG 2001, Title of Presentation, Speaker Name 5
   The “New” Concept: Solution Monitoring

   Solution Monitoring “Mission Statement”
         Provide a disciplined, proactive methodology and procedures used to ensure
          that adequate levels of service are delivered to all IT users in accordance
          with business priorities and at acceptable cost

   Solution Monitoring consists of
         Business Process Monitoring
         System Monitoring
         Service Level Reporting

   Solution Monitoring is
         Business process oriented
         Software solution landscape oriented
         Configurable, linked to expert analysis and administration tools
         Open and extendible: Covers software components from SAP R/3 to “new” SAP
          components to non-SAP components
         Linked to service procedures delivered by SAP (EarlyWatch Service family,
          System Management Optimization (SMO) Services, problem-solving (self)
          services)


 SAP AG 2001, Title of Presentation, Speaker Name 6
   Solution Monitoring: Deliverables
 Expectations
     Availability                      Performance                    Accuracy                         Security
     • Availability                    • Response times               • Data integrity                 • System users
     • Redundancy                      • Throughput                   • Data currency                  • System resources
                                       • Workload/resource            • Recoverability                 • Access control
                                         Management                   • Scheduled maintenance          • Intrusion detection
 Responsibilities / Viewpoints

                 Systems                                   Business Processes                              Interfaces

 Time Schedule
                   hourly tasks                        daily                     weekly                     monthly

                Alert Monitoring                                             Service Level Management & Reporting
        “Keep the business running” tasks                                   Continuous improvement, planning tasks

 Business Scenarios and Components
     mySAP Logistics,                   mySAP Customer                 mySAP Supply       mySAP Business
     mySAP Financials               Relationship Management          Chain Management       Intelligence

                                                                                                                      ...
             SAP Basis                          ...            SAP           SAP           Business
                                          Databases
              System                                           ITS        LiveCache        Connector


 SAP AG 2001, Title of Presentation, Speaker Name 7
   Solution Monitoring: Stakeholders and Interactions

        Customer
        Business Process Owner                                                                                    Operational Requirements
                                                                               General Requirements               • Availability
                                                                               • Costs, Budget                    • Performance
                                                                               • Forecast, Planning               • Accuracy
                                                                                                                  • Security
        Service Level Management
                                                             Service Level Agreement
                                                             Service Level Reporting
                     Service Goals                                                                          Service Goals
                                              Reporting


        Help Desk                                                                      Expert Teams
                            Availability                                                  Software Change           Security
                           Management                                                       Management             Management
                                                                  Escalation

                              User                                                          Configuration           Capacity
                           Management                             APO
                                                                                            Management             Management
                                                                         R/3
                                                                          Warehouse
                                                                         S1
                                                                  S2     S3
     Problem                                                             S4    S5                                      Continuous
     Handling                                             Monitoring     S6                De-Escalation               Improvement


        User                                                    IT Infrastructure                           APO
                                                                                                                       R/3     Catalyst
                                                                Hardware, Software

                                                                       Usage




 SAP AG 2001, Title of Presentation, Speaker Name 8
   Solution Monitoring: Key Differentiators

   Solution Management for all SAP solutions
         SAP R/3 Enterprise, mySAP Customer Relationship Management,
          mySAP Supply Chain Management, ...
         Open and extendible for partner products

   Business process oriented

   Clear, tool-supported implementation strategy, “Best Practices”

   Part of SAP software maintenance
         No additional licensing costs

   Fully integrated in the SAP Support services
         Examples: SAP EarlyWatch, SAP GoingLive Check

   Agreed consulting services
       Clear differentiation from such system management software as:
                             IBM Tivoli, HP OpenView, BMC Patrol, ...
       SAP Solution Monitoring is not a competitor but complementary
 SAP AG 2001, Title of Presentation, Speaker Name 9
   Content




                 What is Solution Monitoring?
                 Examples:
                      System Monitoring
                      Business Process Monitoring
                      Service Level Reporting

                 Architecture
                 Functionality
                 Frequently Asked Questions

 SAP AG 2001, Title of Presentation, Speaker Name 10
   Monitoring of a mySAP Solution Landscape

                                                        Solution Manager



                                                                           Different
                                                                           Monitoring Levels


                                                                            Business Process
                                                                            Monitoring


                                                         Display
                                                          Alert
                                                        Graphics            System Monitoring




                                                                            Service Level
                                                                            Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 11
   Content




                 What is Solution Monitoring?
                 Examples:
                      System Monitoring
                      Business Process Monitoring / Interface Monitoring
                      Service Level Reporting

                 Architecture
                 Functionality
                 Frequently Asked Questions

 SAP AG 2001, Title of Presentation, Speaker Name 12
   System Monitoring of a mySAP Solution Landscape

                                                        Alert graphics

                                                                          All components in a
                                                                           Solution Landscape
                                                                          Linked to CCMS
                                                                           Monitoring
                                                                           Architecture
                                                                                Configurable
                                                                                Extendible
                                                                          Linked to service &
                                                                           support procedures
                                                                                Best practices for
                                                                                 system management
                                                                                 tasks
                                                                          Different views
                                                                                Software, Hardware,
                                                                                 Business Processes
                                                                          Business process-
                                                                           oriented
                                                                                First step to a „real“
                                                                                 business process
                                                                                 monitoring
 SAP AG 2001, Title of Presentation, Speaker Name 13
   System Monitoring of a mySAP Solution Landscape

                                                        Alert graphics

                                                                          All components in a
                                                                           Solution Landscape
                                                                          Linked to CCMS
                                                                           Monitoring
                                                                           Architecture
                                                                                Configurable
                                                                                Extendible
                                                                          Linked to service &
                                                                           support procedures
                                                                                Best practices for
                                                                                 system management
                                                                                 tasks
                                                                          Different views
                                                                                Software, Hardware,
                                                                                 Business Processes
                                                                          Business process-
                                                                           oriented
                                                                                First step to a „real“
                                                                                 business process
                                                                                 monitoring
 SAP AG 2001, Title of Presentation, Speaker Name 14
   System Monitoring of a mySAP Solution Landscape
                                                        Instances overview
                                    Alert graphics



                                                                  Alert overview

                                                                               Analysis method




                                                          Open task overview

                                                                                    Task details




 SAP AG 2001, Title of Presentation, Speaker Name 15
   Alert Monitoring Framework: Overview

   Framework for display and managing of alert situations
      Alerts from CCMS Monitoring Infrastructure
                   Configuration                       of CCMS alerts with Solution Manager (SAP Templates)
                   Extendible:                 Development framework for new CCMS monitoring data
                      suppliers
         Alerts from Service Session Workbench (e.g. EarlyWatch Alert Service)
                   Extendible:                 Development framework for new data suppliers and check
                      procedures
         Alert Management:
                   Documentation:                        Best practices by SAP, extendible to customer-specific
                      needs
                   Navigation:   to problem-specific analysis and administration tool (SAP
                      transaction or URL link)
                   Administration   Tasks (System Administration Assistant): Best practices by
                      SAP, extendible to customer-specific needs
                   Link         to SAP Support Desk




 SAP AG 2001, Title of Presentation, Speaker Name 16
   Alert Monitoring Content: Overview

   Content for display and managing of alert situations
     System Monitoring
                     Hardware, Databases, SAP Basis, SAP Internet Transaction Server (SAP ITS), Internet
                      Pricing & Configuration (SAP IPC), Index Management Server (SAP IMS),
                      Communication Station, SAP Business Connector (SAP BC), SAP liveCache, In-Q-My
                      Java Application Server
                     Partner Products, HTML-based components (generic)
         Interface Monitoring
                     ALE/EDI/RFC
                     Partner products
         Business Process Monitoring
                     Business application logs (e.g., application log, due list log etc.), Program scheduling
                      management („Ablaufsteuerung“), Performance key figures
         Extension concept
                   Open           interfaces for monitoring data providers and data consumers




 SAP AG 2001, Title of Presentation, Speaker Name 17
   Example: CCMS Monitoring Architecture




 SAP AG 2001, Title of Presentation, Speaker Name 18
   System Monitoring: From SAP R/3 to mySAP.com (1)

                                                        Old System-Monitor
                                                         (Transaction code RZ02)




 SAP AG 2001, Title of Presentation, Speaker Name 19
   System Monitoring: From SAP R/3 to mySAP.com (2)

   Old System Monitor                                    System Monitoring
                                                         with SAP Solution Manger
         Linked to „old“ alert monitors                   Linked to new CCMS Monitoring
                     Not configurable                           Configurable
                     Not maintained since SAP R/3 4.0
         Restricted to one SAP system                     All components in a Solution
                                                            Landscape
                                                                 Includes components without SAP
                                                                  Basis (such as SAP ITS)
         System-oriented
                                                           Business process-oriented
                                                                 First step to a „real“ business
                                                                  process monitorng
                                                           Linked to service & support
                                                            procedures („best practices“)
         Deactivated as of 4.6A                           Available as of 4.6C (Monitoring
                                                            System)




 SAP AG 2001, Title of Presentation, Speaker Name 20
   Content




                 What is Solution Monitoring?
                 Examples:
                      System Monitoring
                      Business Process Monitoring / Interface Monitoring
                      Service Level Reporting

                 Architecture
                 Functionality
                 Frequently Asked Questions

 SAP AG 2001, Title of Presentation, Speaker Name 21
   Business Process Monitoring / Interface Monitoring

                                                                Alert Graphics

                                                         Different views
                                                               Business process
                                                                view selected
                                                         Linked to System
                                                          Monitoring
                                                         All components in a
                                                          Solution Landscape
                                                          related to the business
                                                          process
                                                         Business process-
          Display                                         oriented
          Single                                         Linked to single
          Alerts                                          monitoring alerts
                                                               Configurable




 SAP AG 2001, Title of Presentation, Speaker Name 22
   Business Process Monitoring

                                                        Alert Graphics

                                                                             Single Monitoring Alerts

                                                                         Alert overview




                                                                                     Monitoring Session




 SAP AG 2001, Title of Presentation, Speaker Name 23
   Interface Monitoring

                                                        Alert Graphics


                                                                         Single Monitoring Alerts




                                                                                          Detailed Analysis




 SAP AG 2001, Title of Presentation, Speaker Name 24
   Business Process Monitoring: Overview

   Definition of Business Process Monitoring
     Business Process Monitoring is the process-oriented monitoring of the
       most important or critical business processes of a company
     It includes the observation of all technical and business application-
       specific functions that are required for a smooth and reliable flow of
       the business processes

   Goals of Business Process Monitoring
     To detect critical situations as early as possible
         To enable the customer‟s solution support organization to respond to
          and to solve problems as fast as possible




 SAP AG 2001, Title of Presentation, Speaker Name 25
   Business Process Monitoring: Scope

   Business Process Monitoring includes the observation of:
     Business application logs (e.g., application log, due list log etc.)
     Data transfer via interfaces between software components
     Program scheduling management (“Ablaufsteuerung”)
         Technical infrastructure and components which are required to run the
          business processes
         Performance key figures
         Execution of required periodic monitoring tasks

   Business Process Monitoring is not only a tool. It rather comprises:
     Detailed procedures for error handling and problem resolution
     Precise definition of contact persons and escalation paths
     Tight integration into the customer‟s solution support organization




 SAP AG 2001, Title of Presentation, Speaker Name 26
   Content




                 What is Solution Monitoring?
                 Examples:
                      System Monitoring
                      Business Process Monitoring / Interface Monitoring
                      Service Level Reporting

                 Architecture
                 Functionality
                 Frequently Asked Questions

 SAP AG 2001, Title of Presentation, Speaker Name 27
   Service Level Reporting: Weekly Service Level Report




  Solution Landscape
   Overview                                              Performance and Alerts
                                                                                    Performance and Alerts
                                                          by SAP System based on
  Responsibilities and                                                              by Business Process
                                                          SAP EarlyWatch Alert
   Problem Status

 SAP AG 2001, Title of Presentation, Speaker Name 28
   Service Level Reporting: Overview

   In the SAP Solution Manager,
   Service Level Reporting
         Is triggered regularly, for example once a week
         Is aimed at different areas of management
          (IT and application management)
         Can be triggered simply and without expert knowledge
         Based on EarlyWatch Alert knowledge engine
         Evaluates key performance indicators (KPI) and derives
          management-level recommendations from them
                   For  example, it can recommend standard SAP services such as
                      SAP EarlyWatch, Solution Optimization Services
         Generates preconfigured recommendations that can be individually
          tailored and extended
         Facilitates forecasting
         Is linked to relevant SAP services
                       Examples: SAP GoingLive Check, SAP GoingLive Functional Upgrade Check



 SAP AG 2001, Title of Presentation, Speaker Name 29
   Service Level Reporting: Workflow Example
                                       Alerts Overview             Service
                                                                   Recommendations




                             Alerts Details              Link to SAP Service Catalog




 SAP AG 2001, Title of Presentation, Speaker Name 30
   Content




                 What is Solution Monitoring?

                 Examples

                 Architecture

                 Functionality

                 Frequently Asked Questions

                 Appendix: Demonstration


 SAP AG 2001, Title of Presentation, Speaker Name 31
   Solution Monitoring: Infrastructure
Solution Manager                                           APO     R/3
                                                                   S1     Warehouse     Alert     Service Level
                                                           S2      S3
                                                                                        View      Reporting
                                                                   S4           S5

                                                                   S6




         Continuous
         Monitoring:
        “Simple” Alert
          Situations                                    Monitoring Session
                                                         (“EarlyWatch Alert
                                                         Knowledge Base”)                       Hourly, daily, weekly:
                                                                                                 “Complex” Analysis

Monitoring
Infrastructure

                            CCMS Monitoring                                             Service Data
                         Infrastructure („RZ20“)                                         Download



Solution Landscape                                          APO
                                                                    R/3      Catalyst




 SAP AG 2001, Title of Presentation, Speaker Name 32
   Solution Monitoring: Implementation Process (1)

                                                                              3          APO         R/3
                                                                                                                                                 4
                                                                                                                 Warehouse
    1                                                                                                S1

                                                                                         S2          S3

             Solution
                                               Solution Manager                                      S4                S5
              Scope                                Directory                                         S6




                                                        2
                                                              Setup                               CCMS                       Service Data
                                                             Solution                           Monitoring                    Download
                                                            Monitoring                        Infrastructure                 (EarlyWatch Alert
                                                                                                                             Knowledge Base)
Define business
  process and                                                       Best
                                                                   Practice
related systems                                                   Document                                 APO
                                                                                                                        R/3       Catalyst


                                        Define &
                                     Configure Alerts



               Example: Business Process                                          Monitoring and Service Level Reporting
               "Sales Order Processing"                                           for Process "Sales Order Processing" contains
               • Transactions: VA01, VA02, VA21, ...                              • Response times of transactions: VA01, ...
               • Reports: SAPLV61A, SAPLZZ01, ...                                 • Dumps for reports: SAPLV61A, SAPLZZ01, ...
               • RFC modules: ZZ_ORDER_CONFIRM, ...                               • Update errors for transactions: VA01, ...
               • Tables: VBAK, VBAP, ...                                          • Load by RFC modules: Z_ORDER_CONFIRM, ...
                                                                                  • Growth of tables: VBAK, VBAP, ...



 SAP AG 2001, Title of Presentation, Speaker Name 33
    Solution Monitoring: Implementation Process (2)

1       Solution Scope
            Define business processes and related systems

2       Setup Monitoring Session
            Define and configure alerts, alert thresholds, and so on
            Define and configure Service Level Reporting
            Guided by tool assistance and by best practice documents
                        Guidelines how to set up the monitoring for a business process
                        Available for typical business scenarios


3       Alert Views
            For software components, hardware components and business
             processes
            Comprises data from CCMS Monitoring Infrastructure (“RZ20”) and
             EarlyWatch Alert

4       Service Level Report Session
            Summary over EarlyWatch Alert sessions
            More than one report possible (management report, detail report, ...)
 SAP AG 2001, Title of Presentation, Speaker Name 34
   Solution Monitoring:
   Integration of Third-party System Management Tools
Solution Manager                                        APO      R/3
                                                                 S1     Warehouse                                Third-party System
                                                        S2       S3                                              Management Platform
                                                                 S4           S5                                          Third-party
Mailing,                                                                                                             system management
List,                                                            S6
                                                                                                                           console
                                                                                      SAP Solution Manager
External
                                                                                      triggers console in case
Call                                                                                  of an alert
tracking
                                                 Continuous
System,
                                                 Monitoring:                                                     Detailed
etc.
                                                “Simple” Alert                                                   analysis with
                                                  Situations                                                     third party tool




Monitoring
Infrastructure
                                                                       Monitoring agent reports alerts
                         SAP CCMS Monitoring                           to SAP CCMS                                          Third-party
                         Infrastructure („RZ20“)                                                                        monitoring agent
                                                                       Interface provided by SAP;                 (e.g. for interface monitoring)
                                                                       realization by software partner


Solution Landscape                                       APO
                                                                 R/3       Catalyst




 SAP AG 2001, Title of Presentation, Speaker Name 35
   Content




                 What is Solution Monitoring?

                 Examples

                 Architecture

                 Functionality

                 Frequently Asked Questions

                 Appendix: Demonstration


 SAP AG 2001, Title of Presentation, Speaker Name 36
   Alert Monitoring Framework: Overview

   Framework for display and managing of alert situations
      Alerts from CCMS Monitoring Infrastructure
                   Configuration  of CCMS alerts with Solution Manager
                      (SAP Templates)
                   Extendible:  Development framework for new CCMS
                      monitoring data suppliers
         Alerts from Service Session Workbench (e.g.
          EarlyWatch Alert Service)
                   Extendible:   Development framework for new data
                      suppliers and check procedures
         Alert Management:
                   Documentation:    Best practices by SAP, extendible to
                      customer-specific needs
                   Navigation:   to problem-specific analysis and
                      administration tool (SAP transaction or URL link)
                   Administration   Tasks (System Administration Assistant):
                      Best practices by SAP, extendible to customer-specific
                      needs
                   Link         to SAP Support Desk

 SAP AG 2001, Title of Presentation, Speaker Name 37
   Alert Monitoring Content: Overview

   Content for display and managing of alert situations
     System Monitoring
                     Hardware, Databases, SAP Basis, SAP Internet Transaction Server
                      (SAP ITS), Internet Pricing & Configuration (SAP IPC), Index
                      Management Server (SAP IMS), SAP Business Connector (SAP BC),
                      SAP liveCache, In-Q-My Java Application Server
                     Partner Products, HTML-based components (generic)
         Interface Monitoring
                     ALE/EDI/RFC
                     Partner products
         Business Process Monitoring
                     Business application logs (e.g., application log, due list log etc.),
                      Program scheduling management („Ablaufsteuerung“), Performance
                      key figures
         Extension concept
                   Open   interfaces for monitoring data providers and data
                      consumers




 SAP AG 2001, Title of Presentation, Speaker Name 38
   Alert Monitoring: Functions (1)

   Framework for display and managing of alert situations
      Alert Graphics
                   Link         to CCMS Monitoring Infrastructure based on Solution Repository
                   Link         to Service Session Workbench (e.g. EarlyWatch Alert Service)
                   Views:
                            Business process view
                            Hardware view
                            Software component view
                   Navigation    in graphics (to detailed analysis, to documentation, to other
                      graphics, to analysis method (SAP Transaction or URL)
                   Periodic             refresh of alert graphics (as of SAP Basis 6.10)
         Hourly service data download/download on demand (for detailed
          analysis)
         Link to Support Help Desk (Create message on alert)
         Development framework for new CCMS monitoring data suppliers
         Configuration of CCMS alerts with Solution Manager (SAP Templates)
                                                                                  Black: Available
                                                                                  Blue: Available as FCS
                                                                                  Red: To be developed
 SAP AG 2001, Title of Presentation, Speaker Name 39
   Alert Monitoring: Functions (2)

   System Monitoring
         Hardware, Databases, SAP Basis
         SAP Internet Transaction Server (SAP ITS), Internet Pricing & Configuration (SAP
          IPC), Index Management Server (SAP IMS), SAP Business Connector (SAP BC),
          SAP liveCache, In-Q-My Java Application Server
         Partner Products
         HTML-based components (generic)

   Interface Monitoring
         tRFC/qRFC based interfaces

   Business Process Monitoring
         SAP background jobs: Start delay, End delay, Out of time window, Maximum
          processing time exceeded, Job cancelled, Wrong parallel processing, Job log
          messages
         Transaction performance (as of SAP Basis 4.6): Average dialog response time
         Update errors for transactions and programs
         Application log messages
         Due list log messages for deliveries and billings
                                                                    Black: Available
                                                                    Blue: Available as FCS
                                                                    Red: To be developed
 SAP AG 2001, Title of Presentation, Speaker Name 40
   Service Level Reporting: Overview

   In the SAP Solution Manager,
   Service Level Reporting
         Is triggered regularly, for example once a week
         Is aimed at different areas of management
          (IT and application management)
         Can be triggered simply and without expert knowledge
         Based on EarlyWatch Alert knowledge engine
         Evaluates key performance indicators (KPI) and derives
          management-level recommendations from them
                   For  example, it can recommend standard SAP services such as
                      SAP EarlyWatch, Solution Optimization Services
         Generates preconfigured recommendations that can be individually
          tailored and extended
         Facilitates forecasting
         Is linked to relevant SAP services
                       Examples: SAP GoingLive Check, SAP GoingLive Functional Upgrade Check



 SAP AG 2001, Title of Presentation, Speaker Name 41
   Service Level Reporting: Overview

   Methods
         SAP Solution Manager is implemented as an Add-On to an
          SAP System (see FAQ for detailed information)
         Regular data exchange between SAP Solution Manager and
          the systems in the solution landscape
         Report generation in the SAP Solution Manager system
         Solution Monitoring =
          System Monitoring + Application Monitoring + Interface
          Monitoring
         Remote connection to SAP recommended

   Implementation
         Tool-supported registration of critical business processes
         Generates a reporting template from the registered
          business processes
         Automatic scheduling of reports




 SAP AG 2001, Title of Presentation, Speaker Name 42
   Service Level Reporting: Functions (1)

   Framework
         Presentation of the results of EarlyWatch Alert Service for all systems in
          a solution landscape
         Presentation of the results both by component and by business process
          (realized over the central repository for the business processes and
          components of a solution landscape)
         Show, hide, and maintain thresholds for results of the EarlyWatch Alert
          Service
         Automatic generation of recommendations (SAP service products)
         Graphical presentation of time series
         Service for planning and setting up the SLM reporting
         Inclusion of such mySAP.com components as ITS, LiveCache, IP&C,
          and of external components, such as catalog software, Clarify,
          Commerce One
         Graphical presentation of the results in a component view and a
          business process view
         Statistical functions (such as correlation analysis)
                                                                 Black: Available
                                                                 Blue: Available as FCS
                                                                 Red: To be developed
 SAP AG 2001, Title of Presentation, Speaker Name 43
   Service Level Reporting: Functions (2)
   System Monitoring
             System availability: overview and history
             System performance: overview and history
             Database performance: overview
             Hardware capacity: overview and history
             Configuration parameters: changes (SAP, DB, OS)
             Program errors: overview and history
             Update errors: overview and history
             Database space management: overview and history
             Expensive SQL statements: overview
             Software changes: overview and history
             ITS: Availability and performance: overview and history
             Passwords of standard users

   Interface Monitoring
         Interface (ALE, TRFC, QRFC) errors: overview and history

   Business Process Monitoring
         Performance for dedicated transactions
         Update errors for dedicated transactions                      Black: Available
                                                                        Blue: Available as FCS
         Monitoring of background jobs                                 Red: To be developed
 SAP AG 2001, Title of Presentation, Speaker Name 44
   Content




                 What is Solution Monitoring?

                 Architecture

                 Examples

                 Functionality

                 Frequently Asked Questions

                 Appendix: Demonstration


 SAP AG 2001, Title of Presentation, Speaker Name 45
   Frequently Asked Questions

    How can I get details about availability and system
   requirements?

         SAP Solution Manager is available for all SAP installations
                   SAP          Solution Manager is implemented as an Add-On to an SAP System
         System requirements are
                   For        the system where the SAP Solution Manager is installed:
                            SAP R/3 4.6C, Web Application Server 6.10 or Workplace 2.11
                            Production system, development system or dedicated system for the Solution
                             Manager (and central CCMS)
                            Remote connection to SAP for Service update and delivery (Solution Manager without
                               connection to SAP possible on request)
                   For        the satellite systems which are monitored by the SAP Solution Manager
                            SAP R/3 3.1I or higher
                            Software components without SAP Basis (such as SAP ITS): See SAP Notes
                            RFC connection between SAP Solution Manager system and monitored systems
                               required (both directions)
         For more information about availability, system requirements and ordering:
          http://service.sap.com/solutionmanager

 SAP AG 2001, Title of Presentation, Speaker Name 46
    Frequently Asked Questions

What are the steps to implement the Solution Monitoring? (1/2)

Step 1: SAP Solution Manager Installation (two possibilities)
             a) SAP Solution Manager Starter Pack (onsite service):
                      Includes technical installation, testing and training
                      Includes technical setup of local EarlyWatch Alert, Service Level Reporting and System Monitoring
                     -> Ordering: Send request at http://service.sap.com/servicecatalog > On-site Technical Solution Optimization > Solution Manager >
                         Solution Manager Starter Pack

             b) Install SAP Solution Manager yourself:
               order a CD at http://service.sap.com/solutionmanager

                A two day training course TSLM10 – SAP Solution Manager Infrastructure and Implementation
                 is being offered for Technical Consultants, Service Engineers and System Administrators:
                 http://service.sap.com/solutionmanager
                A remote service is offered from SAP (free of charge) to check the technical setup and ensure
                 the basic functionality of the SAP Solution Manager (please open a message on component SV-
                 GST with attribute ‚Enabling Service„)

Step 2: Analysis of core business processes and their technical representation
                Send request for SAP Solution Management Review Service (onsite service):
                 http://service.sap.com/servicecatalog > On-site Technical Solution Optimization > Solution
                 Management Review Service


  SAP AG 2001, Title of Presentation, Speaker Name 47
   Frequently Asked Questions

   What are the steps to implement the Solution
   Monitoring? (2/2)

         Step 3: Service Level Reporting
                   Technical               setup is included in SAP Solution Manager Starter Pack
         Step 4: System Monitoring with SAP Solution Manager
                   Technical               setup is included in SAP Solution Manager Starter Pack
                   Consulting                 for setup and support is available:
                            Send request for System Administration Service (onsite service):
                             http://service.sap.com/servicecatalog > On-site Technical Solution Optimization >
                             Solution Management Optimization Services > System Administration
                            SAP Technology Consulting (for setup of CCMS Monitoring Architecture)

         Step 5: Business Process Monitoring / Interface Monitoring with SAP
          Solution Manager
                            Send request for Business Process Management Service / Interface Management
                               Service (onsite service): http://service.sap.com/servicecatalog > On-site Technical
                               Solution Optimization > Solution Management Optimization Services > Business
                               Process Management / Interface Monitoring



 SAP AG 2001, Title of Presentation, Speaker Name 48
   Frequently Asked Questions (2)

    How can I get more information?

         Presentation “Service Level Management with SAP EarlyWatch Alert and SAP
          Solution Manager”
                     http://service.sap.com/ewa
         Best Practice Documents “Service Level Management” and “System Monitoring
          for a mySAP.com Solution”
                     http://service.sap.com/solutionmanager -> Best Practices
         For more information about SAP EarlyWatch® Alert and Service Level
          Management
                     http://service.sap.com/ewa
         For more information about SAP Solution Manager:
                     http://service.sap.com/solutionmanager
         For more information about SAP System Management and Monitoring:
                     http://service.sap.com/systemmanagement
                     Training Workshop: CCMS Alert Architecture (WDEAL01)
         For general information about Service Level Management:
                     http://www.nextslm.org



 SAP AG 2001, Title of Presentation, Speaker Name 49
   Content




                 Appendix: Demonstration
                          System Monitoring
                          Business Process Monitoring
                          Interface Monitoring
                          Service Level Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 50
   Content




                 Appendix: Demonstration
                          System Monitoring
                          Business Process Monitoring
                          Interface Monitoring
                          Service Level Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 51
   Monitoring of a mySAP Solution Landscape

                                                        Solution Manager




                                                                Display
                                                             Alert Graphics
                                                          (System Monitoring)




 SAP AG 2001, Title of Presentation, Speaker Name 52
   System Monitoring

                                                        Alert graphics




                                                            Display
                                                        Alerts in Details




 SAP AG 2001, Title of Presentation, Speaker Name 53
   System Monitoring




                                                                   Instances overview




                                                   Display
                                               Alerts in Details




 SAP AG 2001, Title of Presentation, Speaker Name 54
   System Monitoring




                                                                    Alert overview




                                          Start Detailed Analysis
                                                  Method




 SAP AG 2001, Title of Presentation, Speaker Name 55
   System Monitoring


                                                                           Analysis method
                                                                           (Detailed Analysis)



                                                        Go back to Alert
                                                           Graphics




 SAP AG 2001, Title of Presentation, Speaker Name 56
   System Monitoring

                                                        Alert graphics




                                                           Display
                                                          Open tasks




 SAP AG 2001, Title of Presentation, Speaker Name 57
   System Monitoring




                                                                               Open task overview




                                                             Display
                                                        Open tasks in detail




 SAP AG 2001, Title of Presentation, Speaker Name 58
   System Monitoring


                                                                           Task details



                                                        Go back to Alert
                                                           Graphics




 SAP AG 2001, Title of Presentation, Speaker Name 59
   Monitoring of a mySAP Solution Landscape

                                                        Solution Manager




                                                        Display Alert Graphics
                                                          (Business Process
                                                              Monitoring




 SAP AG 2001, Title of Presentation, Speaker Name 60
   Content




                 Appendix: Demonstration
                          System Monitoring
                          Business Process Monitoring
                          Interface Monitoring
                          Service Level Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 61
   Business Process Monitoring

                                                              Alert graphics




                                                         Display Alerts in Details
                                                        (Business Process Alerts)




 SAP AG 2001, Title of Presentation, Speaker Name 62
   Business Process Monitoring


                                                                            Alert overview
                                                            Display
                                                        Alerts in Details




 SAP AG 2001, Title of Presentation, Speaker Name 63
   Business Process Monitoring



                                                        Go back to Alert
                                                           Graphics




 SAP AG 2001, Title of Presentation, Speaker Name 64
   Content




                 Appendix: Demonstration
                          System Monitoring
                          Business Process Monitoring
                          Interface Monitoring
                          Service Level Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 65
   Interface Monitoring

                                                        Alert graphics




   Display Alerts in Details
      (Interface Alerts)




 SAP AG 2001, Title of Presentation, Speaker Name 66
   Interface Monitoring



                                                                               Alert overview




                                                   Display Alerts in Details




 SAP AG 2001, Title of Presentation, Speaker Name 67
   Interface Monitoring

                                                                Analysis method
                                                                (Detailed Analysis)



                                                        Go back to Alert
                                                           Graphics




 SAP AG 2001, Title of Presentation, Speaker Name 68
   Content




                 Appendix: Demonstration
                          System Monitoring
                          Business Process Monitoring
                          Interface Monitoring
                          Service Level Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 69
   Monitoring of a mySAP Solution Landscape

                                                        Solution Manager




                                                               Display
                                                         Service Level Report




 SAP AG 2001, Title of Presentation, Speaker Name 70
   Service Level Reporting




                                                        Scroll down for more
                                                            information




 SAP AG 2001, Title of Presentation, Speaker Name 71
   Service Level Reporting


                                                        Alerts Overview




                                                                Scroll down for more
                                                                    information

 SAP AG 2001, Title of Presentation, Speaker Name 72
   Service Level Reporting


                                                        Service
                                                        Recommendations




                                                                   Link to SAP Service
                                                                     Catalog (Service
                                                                         Request)


 SAP AG 2001, Title of Presentation, Speaker Name 73
   Service Level Reporting


                                                        SAP Service Catalog




                                                           Go back to Service
                                                             Level Report



 SAP AG 2001, Title of Presentation, Speaker Name 74
   Service Level Reporting




                                                        Scroll down for more
                                                            information

 SAP AG 2001, Title of Presentation, Speaker Name 75
   Service Level Reporting



                                                         Go back to Solution
                                                        Manager entry screen




 SAP AG 2001, Title of Presentation, Speaker Name 76
   Content




                 Appendix: Demonstration
                          System Monitoring
                          Business Process Monitoring
                          Interface Monitoring
                          Service Level Reporting




 SAP AG 2001, Title of Presentation, Speaker Name 77