May 28, 2016 | Author: Sidney Mora Stock | Category: N/A
Download E2E040 - RunSAP & End-To-End Solution Operations Overview...
E2E040 E2E040
RunSAP & End-to-End Solution Operations Overview
NetWeaver 2004s
2008 / Q1
© SAP 2008
Material number: 50089774
Copyright
Copyright 2008 SAP AG. All rights reserved. Neither this training manual nor any part thereof may be copied or reproduced in any form or by any means, or translated into another language, without the prior consent of SAP AG. The information contained in this document is subject to change and supplement without prior notice. All rights reserved.
Trademarks:
Microsoft ®, Windows ®, NT ®, PowerPoint ®, WinWord ®, Excel ®, Project ®, SQL-Server ®, Multimedia Viewer ®, Video for Windows ®, Internet Explorer ®, NetShow ®, and HTML Help ® are registered trademarks of Microsoft Corporation.
Lotus ScreenCam ® is a registered trademark of Lotus Development Corporation.
Vivo ® and VivoActive ® are registered trademarks of RealNetworks, Inc.
ARIS Toolset ® is a registered Trademark of IDS Prof. Scheer GmbH, Saarbrücken
Adobe ® and Acrobat ® are registered trademarks of Adobe Systems Inc.
TouchSend Index ® is a registered trademark of TouchSend Corporation.
Visio ® is a registered trademark of Visio Corporation.
IBM ®, OS/2 ®, DB2/6000 ® and AIX ® are a registered trademark of IBM Corporation.
Indeo ® is a registered trademark of Intel Corporation.
Netscape Navigator ®, and Netscape Communicator ® are registered trademarks of Netscape Communications, Inc.
OSF/Motif ® is a registered trademark of Open Software Foundation.
…
…
ORACLE ® is a registered trademark of ORACLE Corporation, California, USA.
INFORMIX ®-OnLine for SAP is a registered trademark of Informix Software Incorporated.
UNIX ® and X/Open ® are registered trademarks of SCO Santa Cruz Operation.
ADABAS ® is a registered trademark of Software AG
The following are trademarks or registered trademarks of SAP AG; ABAP/4, InterSAP, RIVA, R/2, R/3, R/3 Retail, SAP (Word), SAPaccess, SAPfile, SAPfind, SAPmail, SAPoffice, SAPscript, SAPtime, SAPtronic, SAP-EDI, SAP EarlyWatch, SAP ArchiveLink, SAP Business Workflow, and ALE/WEB. The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.
Other products, services, logos, or brand names included herein are trademarks or registered trademarks of their respective owners.
Course Prerequisites
Required Knowlege
© SAP 2008 / Page 1
Basic understanding of SAP Basis and Applications
Basic understanding of SAP NetWeaver
Experience in SAP IT Management
Target Audience
This course is intended for the following audiences:
SAP TQM/SAM/EA or other Service Consultants
Duration: 2 days
© SAP 2008 / Page 1
User notes • These training materials are not a teach-yourself program. They complement the explanations provided by your course instructor. Space is provided on each page for you to note down additional information. • There may not be sufficient time during the course to complete all the exercises. The exercises provide additional examples that are covered during the course. You can also work through these examples in your own time to increase your understanding of the topics.
Course Goals
This course will prepare you to:
© SAP 2008 / Page 1
Realize the vision and value of SAP E2E Solution Operations
Comprehensive description of the Methodology and SAP E2E Solution Support Standards:
“E2E Root Cause Analysis”
“E2E Change Control Management”
“E2E Business Process Integration and Automation”
Understand the impact of the SAP E2E Solution Support Standards to customer’s service and support organization (SAP Solution Operations roles and responsibilities).
Understand why SAP Solution Manager is the application platform for E2E Solution Operations
Realize the potentials for customers to optimize quality management and your service and support procedures through the implementation and the use of SAP E2E Standards and SAP Solution Manager (including key success factors)
Provide information how customers can be certified (including SAP CCC certification).
Course Content
Preface Unit 1 Introduction
Unit 5 Change Control Management
Unit 2 Strategy
Unit 6 Business Process Operations
Unit 3 Standards Overview
Unit 7 Technical Operations
Unit 4 Root Cause Analysis
Unit 8 Implementation Roadmap
© SAP 2008 / Page 1
Agenda Day One
Time
Topics
10:00 - 11:15
E2E Introduction and Overview
11:30 - 12:30
SAP Support Strategy
12:30 - 13:30
Lunch
13:30 - 14:15
E2E Standards Overview
14:30 - 17:00
E2E Root Cause Analysis + Exercise I (RCA context)
© SAP 2008
Agenda Day Two
Time
Topics
09:00 - 11:30
E2E Change Control Management
11:30 - 12:30
E2E Business Process Operations
12:30 - 13:30
Lunch
13:30 - 14:15
E2E Technical Operations
14:30 - 17:00
Run SAP Roadmap (E2E Adoption at Customers)
© SAP 2008
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP - Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
1-1
Introduction
Contents:
E2E high level perspective
SAP organizational model for solution operations
SAP Standards for Solution Operations
SAP Solution Manager as an E2E application platform
© SAP 2008
© SAP AG
E2E040
1-2
Introduction: Unit Objectives
After completing this unit, you will be able to:
Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions
Explain how SAP Solution Manager supports managing end-to-end solution operations
© SAP 2008
© SAP AG
E2E040
1-3
Introduction: Unit Overview
Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary
© SAP 2008 / Page 1
© SAP AG
E2E040
1-4
Complex Solutions become more critical
Comment
» INCREASED LANDSCAPE COMPLEXITY Complexity #User
Every customer has mission critical applications along with integration needs
Landscapes become more complex the larger and more integrated they are
SAP provides advanced support options that mirror growth in size and/or complexity
Manguis tic s
R/3 Legac y S ys tem
2000
2007
2010
© SAP 2008 / Page 1
SAP came from message solving for critical SAP Application
But today‘s and future solutions are more complex and it is even more difficult for SAP to “trouble shoot”
Threfore SAP introduces new support offerings to improve and strengthen the collaboration between the customer support organization and SAP to manage the complexity successfully.
© SAP AG
E2E040
1-5
Complexity matters: Today‘s End-to-End Solutions become more complex User
RFID
Java World
Portal
Devices
SAP Portal
APO BW SRM SEM
Duet
Analytics
.net World
Office Integration and Self-Services
Web Services and xApps
External Applications
Office
Rendering
APO
R/3
ERP
ESA
SEM SRM
SAP Solution Manager © SAP 2008 / Page 1
Today complexity increases in the areas of
Front-ends(e.g. Browser, mobile devices, Microsoft Office technologies)
in the middleware layers (SAP EP, SAP XI/BI, third party integration like DUET)
and also with the number of different backends
From business perspective the technology risks increases.
IT tries to hide the complexity from the user with integrated UI-scenarios and single sign on SSO. But nevertheless the complexity needs to be managed.
SAP Solution Manager does provide the E2E-Methodology to manage the complex SAP IT world.
To support today’s SAP solutions: • Different client-side technologies such as mobile devices, portals, Adobe forms, Microsoft Office, and Internet browsers • Different server-side applications such CRM, SRM, SCM, and BI on multiple platforms (ABAP, Java, .net, and C++)
SAP Solution Manager provides key capabilities to support distributed environments across different technology stacks.
SAP Solution Manager provides open hubs to plug in external technologies.
© SAP AG
E2E040
1-6
Today‘s IT solutions require a clear end-to-end operations strategy End-to-End mission-critical operations is a challenge! Customer challenges:
Complexity
Technology
Skills Resources
Availability?
Performance?
Compliance?
Data Integrity?
Î Risk Î Costs
Process and Data Transparency?
How to implement mission-critical operations? © SAP 2008 / Page 1
SAP answers to those challenges with the end-to-end (E2E) Solution Operations standards. To provide sustainable TCO and mitigate operational risks.
What does E2E mean: A full understanding of all technology-pieces within a solution. From the browser to the backend.
© SAP AG
E2E040
1-7
SAP takes the lead with E2E Solution Operations SAP’s End-to-End Solution Operations addresses these challenges! Customers ask:
How do I implement mission-critical operations?
SAP answers: With …
Our know-how
Our methods
Our best practices Our tools
Our trainings
E2E Solution Operations is the basis for missioncritical operations! © SAP 2008 / Page 1
With governance based on SLAs and clearly defined interfaces to service providers
With standardized and integrated support processes
With enhanced diagnostic and life-cycle management capabilities
With know-how and service offerings
© SAP AG
E2E040
1-8
SAP shares world class operations know-how SAP Standards for Solution Operations bring E2E Solution Operations to you! Business
Solution Operations Standards:
Define mission-critical operations processes
Provide Best Practices and Implementation Roadmaps Based on a general organizational model
Trainings / Certifications are available
Global Business Process Champion
End User,
Regional Business Process Champion
Key User
Program Management Office (PMO)
Application Management
Custom Development
Business Process Operations
SAP Technical Operations
IT Infrastructure IT Outtasking
Outsourcing
These Standards are the core of E2E Solution operations! © SAP 2008 / Page 1
intentionally blank
© SAP AG
E2E040
1-9
SAP offers a standard application management platform for Solution Operations Standards Mission-critical operations build on SAP Solution Manager! Business
SAP Solution Manager provides:
Role-based Work Centers
Workflows
Compliance dashboard KPI‘s and SLA‘s
Reporting
Global Business Process Champion
End User, Key User
Regional Business Process Champion
Program Management Office (PMO)
Application Management
Custom Development
Content & methodology for implementing operations processes
Business Process Operations
SAP Technical Operations
IT Infrastructure IT Outtasking
Outsourcing
SAP Solution Manager supports all standards! © SAP 2008
SAP Solution Manager provides:
Role-based Work Centers with Workflows
KPI‘s and SLA‘s Reporting
Content & methodology for implementing operations processes
The Role-based Work Centers will change the way of working with Solution Manager dramatically. The Work Center concept will be introduced with SolMan SP 15 in Jan 2008.
© SAP AG
E2E040
1-10
SAP transfers its knowledge expertise throughout professional E2E Training Curriculums and Certifications E2E Trainings & Certifications provide the skills for mission-critical operations! The E2E Training Curriculum and the Certifications:
Secure quality for the whole ecosystem
Reduce risk for out-sourcing/-tasking
Provide access to best-in-class knowledge Knowledge of methods, tools and best-practices to customers and partners
Enablement of Mission Critical Support
Training
Certifications
No doubts about insufficient skills! © SAP 2008 / Page 1
intentionally blank
© SAP AG
E2E040
1-11
SAP Support Commitment to Customers
Increased Customer Value at Lower Operational Cost As IT landscapes grow and solutions become increasingly mission-critical, the cost of successfully operating an IT landscape becomes a key business issue Lack
of common support standards increase risk of failure
High
cost to acquire and retain the needed skills to support many systems
Lack
of best practices and tools to support mission critical systems operations
Increased
need to assure quality in an integrated and mixed system IT landscape
To optimize operations and to reduce cost SAP has embraced its understanding from thousands of customers and created End
to End solution operation standards that span customers' mission-critical operations landscapes to reduce the risk of failure and to increase the skill base.
Run
SAP, a robust operational methodology that underpins these standards and complements SAP’s implementation methodology ASAP (AcceleratedSAP).
SAP
Enterprise Support, a support offering that enables end-to-end solution operations at lower total cost and across mission-critical support systems.
© SAP 2007 2008 / Page 1
intentionally blank
© SAP AG
E2E040
1-12
Introduction: Unit Overview
Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary
© SAP 2008
© SAP AG
E2E040
1-13
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
IT © SAP 2008
Located in the business unit, the business process champion is the expert on the process requirements, implementation and continuous improvement
Due to profound knowledge on the business processes, the business process champion is often the only resource that can resolve exceptions in business execution
Consequently, exception handling and data integrity are the standards for this role
© SAP AG
E2E040
1-14
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Outtasking
IT © SAP 2008
End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities
End users and key users are the first line of troubleshooting and feedback to the entire IT operation
Consequently, incident management is the primary standard for this role
© SAP AG
E2E040
1-15
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Program Management Office (PMO)
Outtasking
IT © SAP 2008
The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape
All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape
As such, change request management takes up the greater part of activities for the program management office
Moreover, this role also covers the standards for upgrade and eSOA readiness
© SAP AG
E2E040
1-16
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Program Management Office (PMO)
Application Management
Outtasking
IT © SAP 2008
The Application Management organization is the key interface between business and IT departments
End-users, key-users and the program management office use the services of IT for a wide variety of tasks
Consequently, root cause analysis, change control management, minimum documentation, and remote supportability are the standards for this role
© SAP AG
E2E040
1-17
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Program Management Office (PMO)
Application Management
Custom Development
Outtasking Outsourcing
IT © SAP 2008
Custom development primarily adapts SAP standard applications and interfaces to specific business needs. This includes a variety of development tasks covering application customization, interface development and custom code development to address the business requirements
In this way, custom development is involved in many of the SAP solution operations standards, such as change request management, change control management, upgrades, eSOA readiness, or root cause analysis
However, custom development does not own any of the standards
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG
E2E040
1-18
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Program Management Office (PMO)
Application Management
Custom Development
Business Process Operations Outtasking Outsourcing
IT © SAP 2008
The focus of business process operations is geared towards business critical processes. Seamless business operations require a reliable data flow between the units
Therefore, business process and interface monitoring, data volume management, job scheduling management and transactional consistency are the relevant standards for this role
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG
E2E040
1-19
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Program Management Office (PMO)
Application Management
Custom Development
Business Process Operations
SAP Technical Operations Outtasking Outsourcing
IT © SAP 2008
The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape
The key role for SAP technical operations is the system administrator
Specifically, the main focus points are system administration and system monitoring
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG
E2E040
1-20
SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business
Global Business Process Champion
Regional Business Process Champion
End User, Key User
Program Management Office (PMO)
Application Management
Custom Development
Business Process Operations
IT Infrastructure
SAP Technical Operations Outtasking Outsourcing
IT © SAP 2008
Efficient collaboration between these teams is required to optimize the operation of SAP-centric solutions. This becomes even more important if customers engage service providers to execute some of the tasks or even complete processes. Customers have to closely integrate the providers of outtasking and outsourcing services into the operation of their solutions.
Key prerequisite for efficient collaboration of the involved groups is the clear definition of processes, responsibilities, service level agreements (SLAs), and key performance indicators (KPIs) to measure the fulfillment of the service levels.
“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.
© SAP AG
E2E040
1-21
The SAP Standards for Solution Operations are based on an Organizational Model SAP Standards for Solution Operations define Operations Processes Incident Management
Business
Global Business Process Champion
Exception Handling
End User,
Program Management Office (PMO)
Key User
Data Integrity
Regional Business Process Champion
Change Request Management Upgrade eSOA Readiness Testing
Root Cause Analysis
Application Management
Change Control Management
Business Process Operations
Custom Development
Minimum Documentation Remote Supportability
SAP Technical Operations
System Administration System Monitoring
IT Infrastructure
IT
Business Process and Interface Monitoring Data Volume Management Job Scheduling Management Transactional Consistency
© SAP 2008
The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.
Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services which support the adoption of the standard.
Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.
This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards.
However, this assignment of owners may differ from customer to customer.
© SAP AG
E2E040
1-22
SAP Standards for Solution Operations cover all support processes
Process Standards “Change Request Management” & “Change Control Management” Example:
Champs
PMO
Appl Mgmt
Tech Op
Request Business Change * Implement Change Monitor Change
Test Change Deploy Change
Sign-off Change
Available Information
White Papers
Detailed technical description
Training Courses
Certifications
*Business Changes = Request Adaptation or Request Project
© SAP 2008 / Page 1
The following scenario outlines a typical setup and involved roles for the change request management process: An Business Process Champion request an business change like a process adoption or a new or upgrade project. After the program management office approves the change request, the application management organization performs related activities to implement and test the change, the Technical Operation group deploy the change and finally the Business Process Champion Sign-off to close the change request.
The program management office is responsible for managing all types of application change requests initiated by the business process champion. These change requests originate from business process changes, implementation- and upgrade projects, periodic maintenance and urgent corrections. These different change requests can affect one system and/or several systems within a SAP solution landscape. Therefore dependencies between multiple systems have to be considered.
The change request management standard provides transparency of the software and customizing changes, the project history, and the involved roles and departments. Both the business units and the IT organization are involved in change request management. It is the main communication channel between the program management office and the application management organization. Technically, these changes are transported through the whole solution landscape and allow for auditability. Therefore, change request management is closely related to the change control management standard.
All information for process standards are covered by white papers, technical description, trainings and certifications, provided by SAP.
Æ The second involved issues is training and certification.
© SAP AG
E2E040
1-23
SAP Standards for Solution Operations Owner
Key Standards and Practices
End User, Key User
Incident Management
Business Process Champion
Exception Handling, Data Integrity
Program Management Office
Change Request Management, Upgrade, eSOA Readiness, Testing
Application Management
Root Cause Analysis, Change Control Management, Minimum Documentation, Remote Supportability
Business Process Operations
Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency
Technical Operations
System Administration, System Monitoring
© SAP 2008 / Page 1
Get through all roles and standards per role (again)
© SAP AG
E2E040
1-24
Introduction: Unit Overview
Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary
© SAP 2008 / Page 1
© SAP AG
E2E040
1-25
SAP Solution Manager as collaboration platform SAP
SAP Customer SAP Partner
SAP Consulting
Support organization (CCC)
SAP Service Marketplace
SAP Experts
Knowledge
Application Management
© SAP 2008 / Page 1
The Solution Manager is the central collaboration platform for Customer – SAP communication including all partners and parties. all different parties within SAP are up-to-date and aligned in using Solution manager as a collaboration hub.
© SAP AG
E2E040
1-26
TODAY: SAP Solution Manager provides scenarios for all phases of the application management life cycle Implementation of SAP solutions
Solution Monitoring
SAP methods & tools Global rollout Customizing sync. E-learning mgmt. Test management
CORE BUSINESS
Upgrade of SAP solutions
PROCESSES
Follows ITIL standards Maintenance processes
© SAP 2008 / Page 1
=
Required for the delivery of SAP Standard Support Services
System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch Alert
Service Desk Best Practices for messaging Integration of 3rd-party help desks
SAP methods & tools E-learning mgmt. Test management
Change Request Management
Root Cause Analysis Delivery of SAP Services Onsite/remote delivery Issue Management
Safe remote access Performance measurement Logs and Dumps Traces Technical configuration
Minimal requirements for a setup SolMan at the customer are:
Support/usage od Solution Manager for the Delivery of SAP Services (Onsite/remote delivery, Issue Management)
Root Cause Analysis using Diagnostis
SAP EarlyWatch Alert (when feasible and supported in the solution) to monitor and collect system data pro-activly
© SAP AG
E2E040
1-27
Solution Manager Work center Roadmap Roadmap for Work Centers Phased Approach
SAP Solution Manager 7.0 (formerly Version 4.0) with current UI framework can be used for new Work Centers. Access via separate transaction
In new SAP Solution Manager Release all Work Centers are fully integrated based on new UI framework
SAP Solution Manager 7.0 with current UI Delivery of new Work Centers
SPS15
New SAP Solution Manager only with new UI
2006
2007
2008
2009
2010
2011
28.1.08 – RampUp until March 08 Q1/2008 – Global Availability
© SAP 2008 / Page 1
© SAP AG
E2E040
1-28
SAP Solution Manager offers role-based work centers SAP Solution Manager
Work Centers …
• • • •
Business Process Champions
Program Management Office
Application Management
Technical Operations
Implement Change
Monitor Change
Available Work Centers with SPS 15
• • • • • • • • • • •
Request Business Change
Test Change Deploy Change
Sign-off Change
… are based on SAP Standards for Solution Operations … are role-based … are easy to use and learn … are available for SAP Solution Manager 4.0
Solution Landscape/Operation Setup Change Management Incident Management Service Delivery Business Process & Interface Monitoring Job Schedule Management System Monitoring System Administration Diagnostics: Root Cause Analysis Implementation & Upgrade System Landscape Management
© SAP 2007 2008 / Page 1
SAP Solution Manager Work Centers ensure smoother access to users operations functions
© SAP AG
E2E040
1-29
Introduction: Unit Overview
Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary
© SAP 2008 / Page 1
© SAP AG
E2E040
1-30
Summary SAP helps customers to efficiently manage their SAPcentric solutions with SAP’s Standards for Solution Operations. Full control of customers operations processes aligned to the SAP E2E Solutions Operations Roadmap Enabling the of all capabilities (analysis, change control and monitoring) for a Best-in-class customers solution operations Solutions Operations speed up problems resolution and the efficiency of the customer support organization Best-in-class solution operations means implementation of SAP standards with minimum investment © SAP 2008 / Page 1
© SAP AG
E2E040
1-31
More on E2E…
E2E050 e-Learning "E2E050 Solution Scope and Documentation” SAP Service Market place http://service.sap.com/e2e http://service.sap.com/diagnostics http://service.sap.com/changecontrol http://service.sap.com/testing http://service.sap.com/runsap http://service.sap.com/supportstandards
Further Questions
[email protected]
© SAP 2008 / Page 1
© SAP AG
E2E040
1-32
Introduction: Unit Summary
You should now be able to:
Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions
Explain how SAP Solution Manager supports managing end-to-end solution operations
© SAP 2008 / Page 1
© SAP AG
E2E040
1-33
© SAP AG
E2E040
1-34
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP- Implementation Methodology and Roadmap
© SAP AG 2008 / 1
© SAP AG
E2E040
2-1
Strategy
Contents:
Risk areas in customer projects
SAP’s support offerings
© SAP 2008
Intentionally blank
© SAP AG
E2E040
2-2
Strategy: Unit Objectives
After completing this unit, you will be able to:
Explain the challenges during customer engagements
Understand the major risks in customer projects
Describe the SAP Methodology to support customers proactively in all phases of the live cycle SAP of SAP software
© SAP 2008
Intentionally blank
© SAP AG
E2E040
2-3
Strategy: Unit Overview
Strategy Lesson 1: Typical risks Lesson 2: How SAP can help
© SAP AG 2008 / 1
Intentionally blank
© SAP AG
E2E040
2-4
Normal escalation process
?
??
?
SAP engagement comes too late to prevent problems! © SAP 2008
SAP projects start with a vision and a plan for implementing the project
During the projects more and more risks, questions and concerns come up
If these topics and issues remain unchanged the project may run into troubles or escalations
© SAP AG
E2E040
2-5
Escalations in SAP implementation projects
SAP engagement should be able to pre-empt risks earlier! © SAP 2008
The normal escalation phases are short before and short after the going live date.
This is usually too late to bring in the SAP experience to mitigate.
© SAP AG
E2E040
2-6
Risk areas in implementation projects
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
During a risk assessment has been taken 90 SAP customer projects in to account 8 risk areas has been defined from the SAP global risk management group.
© SAP AG
E2E040
2-7
533 Risks in SAP implementation projects identified (in %)
6% 8%
Solution Feasibility
19%
Project Management
7%
Architecture and IT Strategy Functional / Integrational Readiness
7%
Change Management Technical Readiness
7%
Operations Readiness
9%
Support Readiness
37%
© SAP AG 2008 / 1
The risk assessment has been taken 90 SAP customer projects in to account
This slides shows the risk percentage in the areas. Interesting is that the most issues are belonging to the concept phase of the project. The conclusion is that specialist must be involved in this phase to mitigate risks.
© SAP AG
E2E040
2-8
Run SAP Methodology mitigates risks for operational IT challenges IT
solutions are increasingly complex. IT solutions must adjusted more quickly to business needs. The operation of IT solutions is mission-critical for the business. The business requires flexible IT operations at reasonable costs.
User
How can I maintain stability of mission-critical IT solutions while continuing to respond to business needs?
Devices
SAP Portal
Portal
Rendering
Analytics
APO
External Applications
How can I standardize and improve the operational excellence within my IT organization?
RFID
BW SRM SEM
R/3
ERP
Office
Duet
APO
.net World
ESA
SEM SRM
© SAP 2008
The main questions customer are asking SAP
© SAP AG
E2E040
2-9
Why Operational Changes Often Fail (I)
Poorly defined budget Unclear or nonspecific objectives
Stakeholder differences
Lack of resource continuity
lack of success
Lack of management attention
Low quality of estimates
No controlled milestones Lack of coordination with other activities
© SAP AG 2008 / 1
Listed risks for operational changes. Based on the experience with many customers SAP has understood that operational changes are not likely to be implemented during a implementation/upgrade project.
Operational capabilities are listed in the SAP Operational Standards (SAP specific) or in ITIL (in general)
© SAP AG
E2E040
2-10
Why Operational Changes Often Fail (II)
Operational guidelines not part of development Daily operations in parallel
Lack of ownership
lack of success
Missing long term planning
No operational requirements collected
No organizational development
No planned skill development No prepared processes
© SAP AG 2008 / 1
Intentionally blank
© SAP AG
E2E040
2-11
Risk for operational projects - Categorized
Lack of management attention
No prepared processes
Unclear or nonspecific objectives
Low quality of estimates
Stakeholder differences
Missing long term planning
No operational requirements collected
Lack of coordination with other activities
Clear Targets
Good Planning
Lack of resource continuity
Operational guidelines not part of development
No controlled milestones
Lack of ownership
No planned skill development
Poorly defined budget
Daily operations in parallel
No organizational development
Controlling
Organizational Readiness
Balanced Skillset
There is a need for a proven methodology for operational changes
© SAP AG 2008 / 1
Therefore operational changes needs to be planned and implemented either seperatly or in parallel to a implementation/upgrade project.
© SAP AG
E2E040
2-12
Successful Operational Changes
Clear Targets
Good Planning
Methodology
Controlling
Project management
Organizational Readiness
Balanced Skillset
Process
Run SAP is the recommended methodology for Operations projects.
Manage every significant operational change as a project. Align every operational project to a clear process. Use a proven methodology in this process.
© SAP AG 2008 / 1
Intentionally blank
© SAP AG
E2E040
2-13
Advantages of Using Project Management to Implement Operational Changes Plan and Schedule
Responsibility
Clearly defined budget
Management attention
Project plan and work breakdown structure
Stakeholders from business and IT
Project manager
Structured timeline
Periodic reporting procedures
Milestones
Clearly defined escalation path
Targets
Project management
Environment
Requirements management
Need for organizational change
Scope management
Identification of technical prerequisites
Agreement of project volume
Change control management
z
Project management methodology ensures changes are measurable and approved by all relevant stakeholders
© SAP AG 2008 / 1
Project management methodology ensures changes are measurable and approved by all relevant stakeholders
A project structure for operational changes does make it more likely that the changes do meet given requirements
© SAP AG
E2E040
2-14
Strategy: Unit Overview
Strategy Lesson 1: Problems during an Engagement Lesson 2: How SAP can help – The Run SAP approach
© SAP AG 2008 / 1
Intentionally blank
© SAP AG
E2E040
2-15
Accelerated SAP (ASAP) Methodology mitigates risks in implementation projects
ce xperien e n o i t a ment P imple A S e g Levera
Description AcceleratedSAP methodology is proven, repeatable and successful approach to implement SAP solutions across industries and customer environments. AcceleratedSAP provides content, tools and expertise from thousands of successful implementations. More info http://service.sap.com/asap
© SAP AG 2008 / 1
Why use a methodological approach to Implementation?
Investing in a new business solution can bring major benefits to an organisation.
The success or failure of a new Solution depends on how well it is implemented.
A recent survey of software implementations showed that over 30% of projects perceived to have failed did so because of a lack of effective project planning.
On the other hand less than 10% of projects perceived to have failed did so because of technology driven causes.
AcceleratedSAP is the SAP Methodology for the Implementation (Initial, Upgrade, Extension) of SAP Solutions and supports cost effective and speedy Implementation of the SAP Solutions
It has the following constituent parts: • AcceleratedSAP (Methodology) Content the structured methodology content (processes, procedures, accelerators checklists, links to Standard SAP Documentation, etc. necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions. • AcceleratedSAP (Methodology) Toolset the tools necessary for the Implementation (Initial, Upgrade, Extension, Template, etc. ) of SAP Solutions. • AcceleratedSAP (Methodology) Roadmaps the guidance and navigation necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions. • AcceleratedSAP (Methodology) Expertise SAP knows SAP best and based on its vast experience provides this knowledge in concentrated form to its customers & partners through AcceleratedSAP.
© SAP AG
E2E040
2-16
Comparing ASAP with Run SAP 1/2
z
Run SAP has a similar approach to ASAP
RunSAP
© SAP AG 2008 / 1
ASAP and RunSAP shows a very similar structure
The ASAP Goal: Run implementation projects successfully
The RunSAP Goal: Establish E2E Solution Operations to run SAP mission critical solutions successfully
© SAP AG
E2E040
2-17
Comparing ASAP with Run SAP 2/2
Accelerated SAP (ASAP) provides a proven methodology to streamline implementation and upgrade projects.
Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations with focus on application management, business process operations and NetWeaver administration.
© SAP AG 2008 / 1
© SAP AG
E2E040
2-18
Implement E2E Solution Operations with Run SAP
Run SAP is „ASAP for Operations“ It provides Best Practices, Content, Services, Training and tools for E2E Solution Operations
Run SAP SAP Standards for Solution Operations Define central E2E operations tasks
Roadmap Accelerate the implementation of E2E operations
Trainings & Certification Provide up-to-date skills for the ecosystem
Services Engage SAP to implement E2E operations
SAP Solution Manager Provides all tools for E2E operations
Run SAP facilitates the implementation of E2E Solution Operations © SAP 2008
By leveraging the RunSAP methodology with it’s standards and best practices you will benefit from the experience of the SAP.
This helps to avoid errors, mitigate risks, increase the availability and performance of the SAP solution, to smoothen and accelerate the process flow, enables automation and hence a reduction of cost of operations.
By implementing E2E Solution Operations with RunSAP and SAP Standards SAP guarantees Business Process Availability, Business Process Performance, Data consistency and transparency, as well as maintainability and upgradeability.
© SAP AG
E2E040
2-19
Run SAP Methodology to accelerate the implementation of E2E capabilities Assessment & Scoping
Design Operations
Run SAP Setup Phases Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
Assessment and Scoping
Run SAP Implementation Business Process Operations Implementation
© SAP 2008
The RunSAP Methodology is addressing the operational risks
It starts always with assesment and scoping that triggers particular implentation work streams (e.g. change mangement implementation)
© SAP AG
E2E040
2-20
Holistic risk mitigation makes your projects a success
Holistic risk mitigation and close collaboration during all project phase
Reducing and mitigation risks with the proven methodology for implementation/upgrade projects and the operational perspective
© SAP 2008
Implementing the SAP Methodology during the implementation/upgrade projects and for the operational change does give you a higher chanche for: thunder and lightning in the project phases, but you should see the sun when you are going live.
© SAP AG
E2E040
2-21
Introduction: Unit Summary
You should now be able to:
Explain the challenges during customer engagements and describe the SAP Methodology to support customers proactively in all phases of the live cycle SAP of SAP software
© SAP 2008
© SAP AG
E2E040
2-22
APPENDIX
Appendix – Clustered Top 10 Risks
© SAP AG 2008 / 1
For your reference:
Clustered Top 10 Risks out of 533 risk in total
© SAP AG
E2E040
2-23
1. Risk Assessment - Solution Feasibility
Customized code instead of standard shipped content. 2. Missing functionality due to local customization. 3. Missing/poor documentation of business process. 4. Rebuild or copy of systems. 5. Requirement and solutions built do not match. 6. Consultancy services are not SAP product savvy. 7. Development unaligned with true requirements. 8. Ongoing development in project. 9. High volume of interfaces & its complexity. 10. Blueprint doesn‘t cover all business requirements. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-24
2. Risk Assessment - Program / Project Mmgt. Readiness Business concepts not fully mapped. 2. Poor project planning. 3. Critical path not visible. 4. Unclear responsibilities and ownership. 5. Moving targets within project lifecycle. 6. Request and solution mismatch. 7. No control procedure/process. 8. Project phases not aligned with deliverables (unstructured). 9. Project team has limited experience with large project scope/scale. 10. Inefficient reporting hierarchy (stakeholders not kept in the loop). 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-25
3. Risk Assessment - Architecture and IT Strategy Multiple system landscapes supported by many complex interfaces. 2. Large SAP system landscape. 3. Cross functional process impact unknown. 4. Missing documentation of legacy system. 5. Undefined software change management strategy. 6. Hardware not sized accordingly. 7. Integration with non SAP products unclear. 8. Missing transport migration concept. 9. No cutover strategy for existing systems. 10. Missing release strategy. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-26
4. Risk Assessment - Functional / Integration Readiness No integration test planning. 2. Poor/missing test data. 3. Business blueprint and solution are not aligned. 4. Business requirements are not taken into consideration. 5. Functional tests have not been executed. 6. Inconsistent testing approach. 7. Data volume stress testing concept not incorporated. 8. Job management scheduling control unknown. 9. Batch job support was not integrated. 10. Insufficient training for key users. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-27
5. Risk Assessment - Change Management Readiness Little/No engagement of stakeholders. 2. Ineffective training for key users. 3. Ineffective training for end users. 4. Process adoption from AS-IS state; no optimization/improvement. 5. Organizational changes are not synergized/aligned within the project. 6. Change Management process not established. 7. Scarce business involvement. 8. Large number of end users had to be trained (>9000). 9. Little project experience to train a large group. 10. New processes are not adopted within the organization. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-28
6. Risk Assessment - Technical Readiness
Performance optimization not utilized. 2. Data conversion runtime. 3. High additional maintenance after data conversion. 4. No authorization concept. 5. Transport path to production not setup correctly. 6. Possible inconsistencies between Q and P systems. 7. Unforeseen data growth volume. 8. Cut-Over Plan not exhaustive. 9. Job preparation not well executed. 10. Job scope was underestimated and poorly tested. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-29
7. Risk Assessment - Operation Readiness
No Fall-back strategy. 2. Modification/ customer own program development led to performance problems. 3. Volume test confirmed without the full data amount. 4. No backup concept. 5. No concept for archiving. 6. Hardware-sizing was not adopted to change requests. 7. No planning for performance tests. 8. Critical batch jobs were not assigned. 9. Monitoring process for critical processes was not established. 10. SAP–GUI rollout was not in time. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-30
8. Risk Assessment - Support Readiness
No CCC established for support. 2. Missing Support structure (> 1000 end-users). 3. Hotlines are always busy. 4. Message support not responded within SLA. 5. No clear ownership of support issue. 6. Not enough support for system administration tasks. 7. CCC employees not well trained. 8. Ambiguous error description. 9. CCC cannot provide a global Support structure (7*24). 10. SAP Notes not applied. 1.
Solution Feasibility
Program /Project Management Readiness
Architecture and IT Strategy
Functional / Integration Readiness
Change Management Readiness
Technical Readiness
Operations Readiness
Support Readiness
© SAP AG 2008 / 1
© SAP AG
E2E040
2-31
© SAP AG
E2E040
2-32
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP- Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
3-1
Standards Overview
Contents:
Details of the SAP Standards for Solution Operations
Assignment of standard owners as proposed by the organizational model for solution operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-2
Standards Overview: Unit Objectives
After completing this unit, you will be able to:
Explain the SAP Standards for Solution Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-3
SAP Standards for Solution Operations Owner
Key Standards and Practices
End User, Key User
Incident Management
Business Process Champion
Exception Handling, Data Integrity
Program Management Office
Change Request Management, Upgrade, eSOA Readiness , Testing
Application Management
Root Cause Analysis, Change Control Management, Minimum Documentation, Remote Supportability
Business Process Operations
Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency
Technical Operations
System Administration, System Monitoring
© SAP 2008 / Page 1
The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.
Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services which support the adoption of the standard.
Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.
This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards.
However, this assignment of owners may differ from customer to customer.
© SAP AG
E2E040
3-4
Examples of SAP Tools used for Solution Operations Standards 1/2 Key Standards and Practices
Functions/Tools
Incident Management
SAP Service Desk
Exception Handling
SAP Solution Manager Diagnostics (RCA)
Change Request Management
SAP Change Request Management
Root Cause Analysis,
SAP Solution Manager Diagnostics (RCA), CA Wily
Business Process and Interface Monitoring
SAP Solution Manager Business Process Monitoring
© SAP 2008 / Page 1
Each standard can use specific Solution manager tools/transactions to perform typical tasks.
© SAP AG
E2E040
3-5
Examples of SAP Tools used for Solution Operations Standards 2/2 Key Standards and Practices
SAP Tools
Change Control Management
SAP Solution Manager Diagnostics (RCA), OTO/CTS+
Minimum Documentation
SAP Solution Manager Transaction “SMSY” and System Landscape Directory (SLD)
Testing
SAP Solution Manager Test Workbench
Job Scheduling Management
SM36/SAP Central Job Scheduling
System Administration
ABAP-sysadmin-tools, NonABAP-sysAdmin-tools
System Monitoring
Central Monitoring (CCMS)
© SAP 2008
Each standard can use specific Solution manager tools/transactions to perform the typical tasks.
© SAP AG
E2E040
3-6
Standards Overview: Unit Overview
SAP Standards for Solution Operations Lesson 1: SAP Standards for End User, Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-7
Incident Management
The incident management standard:
Defines processes and tools to manage the collaboration between the involved parties to resolve incidents efficiently
Helps customers to accelerate incident resolution
The service desk in SAP Solution Manager is SAP’s tool to manage incidents
Risks :
Negative impact on functionality or availability of critical processes during issue resolution
Less availability of the IT solution
© SAP 2008 / Page 1
Incidents in operations of mission critical applications can cause severe business loss if they are not properly managed, their root cause identified and the corrective action taken.
When a disruption occurs that prevents an end user from performing his/her tasks in the IT solution, the end user has to describe, categorize and prioritize the incident.
Key users provide first-level support.
End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities
End users and key users are the first line of troubleshooting and feedback to the entire IT operation
Consequently, incident management is the primary standard for this role.
© SAP AG
E2E040
3-8
Incident Management - Messages
© SAP AG
E2E040
3-9
Workcenter Incident Management
Workcenter Capabilities
View and filter incidents
Notes search launch
Solution Database maintenance SLA reporting
Link to change request management
Related Standards
Incident Management
Central Tasks
Create and process incidents
Search SAP Notes Solution Database
Reporting
© SAP 2007 2008 / Page 1
© SAP AG
E2E040
3-10
DEMO
Demo
© SAP 2008
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Enter transaction “work_center” and show work center “Incident Management“
© SAP AG
E2E040
3-11
Standards Overview: Unit Overview
SAP Standards for Solution Operations Lesson 1: SAP Standards for End User, Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-12
Exception Handling Exception Handling Standard During operations, exceptions may arise within business applications. The exception handling standard explains how to define a model and procedures for an efficient handling of exceptions and error situations. Risks:
Uncaught or “hidden” exceptions may impact the acceptance of an IT solution
Less availability of the critical applications (loss of time and money )
Poor performance
Increases costs of operations
© SAP 2008 / Page 1
The business process champion and the responsible business process operations team have to define a model and procedures for handling exceptions and error situations during daily business operations.
These procedures describe what proactive monitoring activities have to be executed to detect businesscritical exception situations and what corrective actions are required in the given context.
The procedures also describe who is responsible for certain activities in the business process operations team or the business department.
The execution of these procedures can be supported by monitoring and alerting tools.
As the business units and the IT organization implement the business processes together, the business process champion is another key role in the organization of the customer.
Located in the business unit, the champion is the expert on the process requirements, implementation and continuous improvement.
© SAP AG
E2E040
3-13
Data Integrity The goal of the data integrity standard
Avoid data inconsistencies in end-to-end solutions.
Create 100% transparency with regard to potential root causes for data inconsistencies.
Covers several areas from application design principles to monitoring and CIO level reporting.
Risks:
Inconsistent data
Incorrect decisions base for the top management
© SAP 2008 / Page 1
With his/her profound knowledge on the business processes, a business process champion is often the only resource that can resolve exceptions in business execution and potential resulting data inconsistencies.
© SAP AG
E2E040
3-14
Standards Overview: Unit Overview
SAP Standards for Solution Operations Lesson 1: SAP Standards for End User, Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-15
Change Request Management The change request management standard provides transparency of
Software and customizing changes,
the project history,
and the involved roles and departments.
Change request management is closely related to the change control management standard owned by the application management organization. The program management office is responsible for managing and implementing all types of application change requests with minimal risks using proved and standardized methods and procedures. Risks :
No transparency about sequence of the changes for a project
Changes to production are not documented
Without workflow/approval: Untested coding might be transported to production Æ Poor performance/Unplanned outages due to application issues
DEV
QAS
PRD
© SAP 2008 / Page 1
The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape.
All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office.
This office is responsible for managing everything from day-to-day changes and adaptations to all release planning and major infrastructure technology shifts.
Moreover, these activities must be aligned with all stakeholders.
© SAP AG
E2E040
3-16
Testing The Integration Testing standard defines how to perform end to end integration testing of SAP Solutions via SAP and integrated 3rd party test tools SAP will focus on
risk-based test scope identification for New SAP Solution as well as for SAP Solution Updates
Change Impact Analysis for eg. SP‘s, EhP‘s and Test Planning
3rd Party Test Suites like HP will provide tools for automated testing
interfaces between SAP Test Planning and 3rd Party Test Automation (HP, Compuware,..)
Risks :
Inefficient test procedures
Transport and functional issue due to SAP Version-Inconsistencies
Business requirements not meet due to untested features/functions
© SAP 2008 / Page 1
Test Process
From change events and change impact analysis via test planning and test execution to deployment of changes in production system
Test Capabilities
SAP Solution Manager acts as central point of access to SAP and 3rd Party test capabilities as well as additional capabilities like E2E Integration Validation and defect management
© SAP AG
E2E040
3-17
Upgrade The upgrade standard guides customers and technology partners through the upgrade project to manage major challenges with:
project management
efficient testing
minimization of downtime
adaptation of applications and modifications
knowledge transfer to end-users.
Risks :
Golive might endangered by insufficient project planning
Unplanned downtime due to upgrade issues
Changes to production are not tested properly
Low end-user acceptance
© SAP 2008 / Page 1
SAP provides guidelines on how to perform upgrades for single application components.
However, each upgrade must be an integral part of the overall corporate IT strategy, covering the endto-end landscape of an SAP-centric solution, including hardware, operating systems and database releases as well as file system and storage subsystem versions.
During each phase of the upgrade, careful attention needs to be paid to business continuity, management of changes, system landscape adjustment, and system downtime.
The standard upgrade project consists of five phases. • project preparation phase • upgrade blueprint phase • upgrade realization phase • preparation for cutover phase • production cutover & support phase.
© SAP AG
E2E040
3-18
eSOA Readiness Technical readiness of applications by business processes, ‘customizing landscapes’ and number and severity of modifications to be able to drive necessary harmonization and consolidation. Centralized governance To take full advantages of eSOA: flexibility, innovation, and TCO reduction via Centralized governance for the re-usability of Web services. Organizational readiness Customers have to be able to develop and support a service-oriented architecture.
Risks :
No TCO reduction with new technologies
Slow/No adoption of business processes
© SAP 2008 / Page 1
© SAP AG
E2E040
3-19
Standards Overview: Unit Overview
SAP Standards for Solution Operations Lesson 1: SAP Standards for End User, Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-20
Root Cause Analysis The root cause analysis standard defines how to perform root cause analysis end-to-end across separate components and technologies. SAP recommends to use Solution Manager diagnostics capabilities for root cause analysis Same standardized tools for:
Customer
Partner
Independent software vendor (ISV)
SAP
Risks :
Inefficient issue resolution
Unplanned down time due to “uncatched” exceptions and issues
© SAP 2008 / Page 1
SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.
SAP Solution Manager 7.0 features four-cross component diagnostics capabilities: • E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“) • E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape • E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape • E2E Trace Analysis: Records the activity of a single user or a single process in detail
© SAP AG
E2E040
3-21
Change Control Management - Objectives The standard covers two major areas of change control:
change deployment
change diagnostics
Change deployment:
Holistic view of an application change in a solution to ensure that all components are tested and released together, even if they are based on different technologies.
Change diagnostics:
identifying
controlling
maintaining
verifying the versions of configurations and the values of parameters of the solution landscape components.
© SAP 2008 / Page 1
This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.
© SAP AG
E2E040
3-22
Change Control Management - risks Risks:
No documentation of deployed changes
Inefficient issue resolution due to unclear impact of changes
Business requirements not meet due to untested features/functions
Unplanned down time due to “uncatched” exceptions and issues
© SAP 2008 / Page 1
This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.
© SAP AG
E2E040
3-23
Minimum Documentation The Minimum Documentation standard defines the required documentation and reporting regarding the customer solution. Objects to be documented:
processes for solution operations
solution landscape
jobs
reports and programs
interfaces
SLAs
KPIs
Risks:
No documentation of landscape and software components
Inefficient issue resolution due to unclear landscape setup
Inefficient implementation planning due to lack of landscape knowledge
© SAP 2008 / Page 1
As solution landscapes are maintained and adapted to meet the business demands, planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. This is the focus of the minimum documentation standard.
The key to successful landscape planning and operation is an accurate and complete description of the solution landscape itself with all business processes.
All reporting is based on this fundamental information, e.g. issue reporting.
This information is valuable to the various departments at the customer. Moreover, experts from SAP can utilize this information base.
© SAP AG
E2E040
3-24
Remote Supportability To enable SAP experts to help customers in critical situations, remote access to the customer IT solution landscape has to be provided. Advantages for customers:
reduce costs
faster analysis and resolution of issues
accelerates the delivery of support services
increased availability of their solution
Risks:
Unplanned down time due to inefficient analysis and resolution of issues
© SAP 2008 / Page 1
Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions.
The customer support infrastructure must give external experts remote access to the required tools and information at the customer.
To provide efficient support, the system landscape must have a central access point that can be used to acquire specific information on the solution and quickly access the required tools.
Which application or technology is used to provide a service is irrelevant; what matters is that the service is standardized. Only in this way can services be offered efficiently.
To secure the smooth operation of business processes across different systems and quickly discover the cause of interruptions, an efficient support infrastructure must cover not only single applications but the complete customer solution.
Safe access must be guaranteed to ensure that incorrect changes are not made to the system and to reduce the risk of a problem. This can be achieved by following the authorization concepts of the individual applications.
© SAP AG
E2E040
3-25
Standards Overview: Unit Overview
SAP Standards for Solution Operations Lesson 1: SAP Standards for End User, Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-26
Business Process and Interface Monitoring The business process and interface monitoring standard supports
the monitoring of the mission critical business processes
customers to identify problems preventively
Business process monitoring includes:
monitoring activities
alert and problem detection
notification of experts
error handling procedures
end-to-end root cause analysis
Risks:
Interface monitoring includes:
monitoring activities of interfaces
legacy environments
Inefficient analysis and resolution of issues Unclear responsibilities for processes Unplanned downtime for business processes and solutions
© SAP 2008 / Page 1
The business process and interface monitoring standard supports the monitoring of the mission critical business processes, enabling customers to identify problems before they become critical or disruptive for the business.
Today’s system landscapes are often decentralized and consist of various interfaces to different systems, legacy environments, where customers and vendors use different technologies.
All those interfaces need to be monitored in terms of processing errors, backlog situations and performance.
© SAP AG
E2E040
3-27
Data Volume Management The data volume management standard defines how to manage data growth by avoiding data creation, deleting data, summarizing and archiving data. Business process operations owns the data volume management standard. If the process identifies data to be reorganized or archived, these tasks are performed by SAP technical operations or IT infrastructure. Risks:
Increasing hardware costs (without need)
Negative performance impact
© SAP 2008 / Page 1
Due to the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible, data volumes are growing and growing.
Simply adding additional disks to storage area networks (SANs) and storage subsystems over time generally worsens the situation.
Data volume scoping is the starting point of Data Volume Management. A detailed look at a customer’s systems identifies the major pain points and gives an outlook on the most beneficial measures to take when implementing a data volume management strategy.
Data volume reporting lists the archiving activities already performed and identifies additional reduction potential.
Reaching a “steady state” – that is the balance between additional new data and archived data – is definitely an SAP standard that is required to run SAP within given service level agreements over a longer period of time.
© SAP AG
E2E040
3-28
Job Scheduling Management The job scheduling management standard explains the following activities:
planning
creating
documenting
testing
scheduling
running
monitoring
Risks:
Inefficient analysis and resolution of issues
Unplanned downtime due to a critical business process fails
Poor dialog performance due to bad job planning
© SAP 2008 / Page 1
The job scheduling management standard explains how to manage the planning, scheduling, and monitoring of jobs.
The standard also recommends setting up a dedicated team for job scheduling management as part of the business process operations or support organization. This team is responsible for the central management of the job schedule concept.
Job scheduling management is owned by business process operations, which executes the required tasks mainly in cooperation with the business process champion and SAP technical operations.
© SAP AG
E2E040
3-29
Transactional Consistency Transactional Consistency safeguards data synchronization across applications in distributed system landscapes. SAP provides:
best practices for check routines
consistency reports
procedures for synchronizing transactional data.
Risks:
Unplanned downtime caused by inconsistent data
Wrong decisions based on poor data quality
No end-user acceptance due poor data quality
© SAP 2008 / Page 1
In the early IT days, transactional consistency and correctness was assured by the fact that there was an application architecture with one system, one disk sub-system, and one database. Commit cycles ensured the completeness of transactions at any time.
In today’s distributed system landscapes, transactional consistency cannot be assured anymore. Different business process “leading” systems require data synchronization across applications; several databases, on disk and in memory, have consistent states within themselves, but not across the units; on the subsystem level, data is stored across several storage systems.
To summarize today’s situation: within distributed system landscapes there is no synchronization point across systems within the business landscape (end-to-end) anymore that ensures data consistency and correctness.
By applying the transactional consistency standard, customers lower the risk for data inconsistencies across the different business applications.
© SAP AG
E2E040
3-30
Standards Overview: Unit Overview
SAP Standards for Solution Operations Lesson 1: SAP Standards for End User, Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-31
System Administration The system administration standard describes how all SAP technology must be administered to run a customer solution efficiently. Administration tasks are mainly executed locally, but can be accessed and triggered from a central administration system. This allows a unified access to all SAP technologies. Risks:
Instable systems due to wrong configuration
Unplanned downtime due to unclear administration processes
low end-user acceptance due to system unavailability or poor performance
© SAP 2008 / Page 1
SAP technology comprises: SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware
The typical tasks of system administration include starting and stopping systems, applying changes to technical configuration, performing imports, and/or applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, running system diagnostics, managing jobs, and performing backups and recovery.
© SAP AG
E2E040
3-32
System Monitoring The system monitoring standard covers monitoring and reporting of the status of IT solutions. To provide transparency to the business units, IT has to report:
service levels
capacity trends
solution quality on a regular basis.
Risks:
Inefficient analysis and resolution of issues due to missing monitoring data
Unplanned downtime caused by “hidden” incidents
Poor operative planning (e.g. capacity planning) due to missing monitoring data and IT reports
© SAP 2008 / Page 1
While root cause analysis aims at problem resolution, system monitoring detects incidents automatically.
When agents report diagnostics data that exceed thresholds defined in a central alert framework, alerts are sent to the responsible experts in IT so that they can take corrective action.
If the required corrective action is not obvious, end–to-end root cause analysis has to be performed to resolve the incident.
System monitoring has an open bi-directional interface to send and receive alerts to and from third-party monitoring infrastructures. These monitoring infrastructures may be used by organizations to which a part of IT tasks have been outsourced or out-tasked.
Based on all data available in diagnostics, web reports are defined that focus on service levels, capacity trends or solution quality.
Reports are generated automatically and broadcasted to defined recipients in the customer business or IT organization.
In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.
© SAP AG
E2E040
3-33
Introduction: Unit Summary
You should now be able to:
Explain the SAP Standards for Solution Operations
Understand the assignment of standard owners as proposed by the Organizational model for solution operations
© SAP 2008 / Page 1
© SAP AG
E2E040
3-34
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP- Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
4-1
Root Cause Analysis
Contents:
Scope of E2E root cause analysis
Tools to perform root cause analysis end-to-end across separate components and technologies
© SAP 2008
© SAP AG
E2E040
4-2
Root Cause Analysis: Unit Objectives
After completing this unit, you will be able to:
Explain the scope of E2E root cause analysis
Describe the tools for E2E root cause analysis provided within SAP Solution Manager Diagnostics
© SAP 2008
© SAP AG
E2E040
4-3
Root Cause Analysis: Unit Overview
Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact
© SAP 2008 / Page 1
© SAP AG
E2E040
4-4
Tools for Problem Detection and Resolution PROBLEM DETECTION = SOLUTION MONITORING IT Reporting Analytics
SAP SOLUTION MANAGER
Aggregate
Monitor and Alert
Cross-Component Diagnostics
z
E2E Change Analysis
Isolate Component
z
E2E Workload Analysis
z
E2E Exception Analysis
z
E2E Trace Analysis
Component Diagnostics Nail it Down
© SAP 2008 / Page 1
More aggregation, less skill specialization
Evaluate Health Check
Select
ABAP
Java
.net
C(++)
PROBLEM RESOLUTION = ROOT CAUSE ANALYSIS
Each system or software component relying on a certain technology stack (most often either ABAP, Java, .net, or C++) provides proprietary diagnostics to fulfill common diagnostics tasks on that component.
SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.
On top of this root cause analysis (problem resolution), Solution Monitoring and IT Reporting aim to detect problems proactively and report on capacity trends, service level agreements, and solution quality.
SAP Solution Manager 7.0 features four-cross component diagnostics capabilities: • E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“) • E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape • E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape • E2E Trace Analysis: Records the activity of a single user or a single process in detail
© SAP AG
E2E040
4-5
End-to-End Root Cause Analysis: Overview Server
Client
Storage
Portal
CRM
Browser WWW SRM
ECC
IO Subsystem SAP GUI
APO
BI
Mobile
Office
BMC Appsight for SAP Client Diagnostics
XI
MDM
E2E Change Analysis Introscope
E2E Workload Analysis E2E Exception Analysis
Introscope
E2E Trace Analysis
© SAP 2008 / Page 1
E2E Trace Analysis - Automated switch on and triggering of tracing and centralized display of trace information
E2E Exception Analysis - Understandable log messages in uniform format and complete context information for crash situations
E2E Change Analysis - Detection of changes to configuration and deployment, compare capability to identify changes which causes incidents
E2E Workload Analysis - Unified approach to store and display performance analysis and resource consumption data cross-component
While End-to-End Change Analysis, End-to-End Workload Analysis, and End-to-End Exception Analysis cover the server side, End-to-End Trace Analysis spans the full cycle of a user request - from client to server to disk.
SAP has licensed two third-party products to complete the key capabilities in root cause analysis: CA‘s Wily Introscope for server-side root cause analysis, and BMC AppSight for client-side root cause analysis. Both products are highly adaptable and are delivered by SAP fully preconfigured for SAP products (containing instrumentation and dashboards for SAP). CA Wily Introscope is fully integrated in the server-side root cause analysis infrastructure of SAP Solution Manager.
Wily Introscope is included in SAP Solution Manager for SAP standard components. If customers want to support customer applications like SAP does, they can buy an add-on for SAP Solution Manager. This SAP Price List component is known as the Solution Support Enablement Package.
BMC AppSight is also included in the Solution Support Enablement Package. In SAP Solution Manager, the customer can record with the black box and its SAP configuration; however, the customer can only analyze with the BMC AppSight Console when they have licensed the Solution Support Enablement Package.
SAP engineers have full access both to Wily Introscope and BMC AppSight.
© SAP AG
E2E040
4-6
Third Party Tools Included in Diagnostics
Scope
Introscope is a performance management solution that enables you to monitor complex Web applications in production environments 24x7. http://www.wilytech.com (part of CA)
Appsight is a system built on a unique problem resolution architecture that was designed from the ground up with patented Black Box technology to optimize the problem resolution process. http://www.identify.com (part of BMC)
SAP Standard for
Server Performance Diagnostics
Client Diagnostics
SAP Solution Manager 7.0 includes a license
... of Wily Introscope for SAP delivered instrumentation and dashboards
Use Appsight Console to analyze client logs recorded by the blackbox
NOT included in a SAP Solution Manager 7.0 license
to create instrumentation for custom code to create own dashboards (including definition of customized monitoring thresholds)
© SAP 2008
SAP Support can use the full scope of both products to provide service and support to customers.
© SAP AG
E2E040
4-7
End to End Diagnostics: Open Hub Architecture SAP Solution Manager: End-to-End Diagnostics Open Diagnostics Hub Infrastructure Workload
Exceptions
Java World
Traces
SAP Portal
Technical Config
APO BI SRM SEM
Client
Duet
Analytics
.net World
Office Integration and Self-Services
Web Services and xApps
External Applications
Changes
R/3
ERP
APO
ESA
SEM SRM
© SAP 2008 / Page 1
Diagnostics has an open hub infrastructure that allows external applications or new SAP applications to hook in quickly (usually about one week of project to ensure basic support).
Open hubs exist for: • Workload: A hub for performance and resource metrics • Exceptions: A hub for critical status of an engine or an application (such as log entries of severity fatal and error, as well as dumps) • Traces: A hub for the component to obtain part of the end-to-end trace in SAP Solution Manager • Configuration: A hub providing technical configuration, by default once a day • Changes: A hub that enables SAP Solution Manager to provide unified reporting on configuration, software, and content
SAP Solution Manager ensures that all diagnostics data is displayed consistently and is understandable over component borders.
SAP will connect all significant supported products to end-to-end diagnostics. A component is not hooked into end-to-end diagnostics until the component diagnostics is complete, stable, and understood.
If SAP does not hold a license and maintenance contract with its customers, products can be supported by SAP on customer request via a premium engagement (SAP MaxAttention). In this case, SAP would assess the component diagnostics of the third party and integrate the component into end-to-end diagnostics if appropriate.
© SAP AG
E2E040
4-8
Root Cause Analysis: Unit Overview
Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact
© SAP 2008 / Page 1
© SAP AG
E2E040
4-9
E2E Workload Analysis – Architecture Component-specific workload analysis
ABAP
Data collection once a hour
Cross-component workload analysis
SLA Reporting / EarlyWatch Alert
RFC Interface
e.g., R/3, BW, XI, APO CRM
Java
Diagnostics Agent
e.g., IPC
J2EE
Diagnostics Agent
e.g., Portal, JavaWD, XI, BillerDirect, CRM-ISA
.Net
Diagnostics Agent
SAP Business Intelligence
IntroScope Enterprise Manager (SmartStor) InfoCube Data collection once a hour
e.g., Duet, .NET PDK, MobileClient
C / C++
Diagnostics Agent
e.g., TREX, ITS, Business One, MDM © SAP 2008 / Page 1
Wily IntroScope (Standalone JVM)
SAP Solution Manager (J2EE / ABAP stack)
Statistic performance data for ABAP Aggregated performance data for non-ABAP
The architecture consists of two different parts:
ABAP For the ABAP-world the workload data is collected (once an hour) with in the SolMan BI via RFC connection and aggregated in the BI.
Non-ABAP For the Non-ABAP-world the workload data is collected by the diagnostic agents and send in the Wily Enterprise server. There the data is first aggregated and then send (once an hour) to the SolMan BI and structured in the BI info cube.
© SAP AG
E2E040
4-10
E2E Workload Analysis - Targets Support component and cross-component workload analysis as well as IT Reporting / EarlyWatch Alert
Provide a technical infrastructure to cover the different types of workload analysis:
IT Reporting / EarlyWatch Alert (problem detection)
Central cross-component analysis (problem detection Æ problem resolution)
Central component specific analysis (problem resolution)
Open infrastructure for integration of new components
Provide an open infrastructure to integrate existing and upcoming software components independently whether it is produced by SAP or not (3rd parties, ISV solutions, partner products, competitor products)
Minimize effort to integrate new components by using generic infrastructure components (e.g. WilyTech IntroScope, SAP BI) and by using UI generation technologies (e.g. IS dashboard definition, BI Web Reporting capabilities)
© SAP 2008 / Page 1
Intentionally blanck
© SAP AG
E2E040
4-11
End-to-End Workload Analysis: Start Select time frame
Component-specific workload metrics
Workload metrics overview
Select diagram © SAP 2008 / Page 1
To start an end-to-end workload analysis, log on to Solution Manager and execute transaction DSWP (solution_manager). Then select Goto and choose Start Solution Manager Diagnostics.
In Solution Manager diagnostics, choose Workload Æ E2E Workload Analysis/.
Choose your solution and select all components.
Click Start to begin with your investigation.
The figure above shows the entry screen with feature description. Here you can get a good overview of the workload in your solution for the chosen time frame.
The values of the diagram can be displayed in different formats: • Scatter: x-axis shows the accumulated response time; y-axis shows the average response time ( to help identify application scaling problems) • Portfolio: x-axis shows the average response time; y-axis shows the hour of day; size of the balloon represents the accumulated response time. Critical situations can be identified by high ‚flying‘ big balloons.
© SAP AG
E2E040
4-12
End-to-End Workload Analysis: Example (SAP ECC)
Depends on customer requirements (no general rule)
Average CPU time < 40 % of response time wait time
Average DB time < 40 % of response time wait time
Wait time < 10% of response time
Average roll wait time < 200 ms
Checks to identify general performance problem on SAP ECC system © SAP 2008 / Page 1
Clicking on the tab “SAP ECC Server” shows the workload data from the ABAC stack. Dialog transactions are ordered by “Avg Response time” from slow (topmost) to fast. For each transaction you can drill down into the details by clicking the little handle (triangle) in front of the transaction name
If a problem is detected, the data in the workload monitor (transaction ST03N) can be used to identify the area of the system where the problem is located.
First check for general performance problems affecting all transactions. Good general performance is normally indicated by: • Wait time < 10% response time • Average roll-in time < 20 ms • Average roll-wait time < 200 ms • Average load (and generation) time < 10 % of response time (< 50 ms) • Average database request time < 40 % of (response time - wait time) • Average CPU time < 40 % of (response time - wait time) • Average CPU time not much less than processing time • Average response time depends on customer requirements; there is no general rule
© SAP AG
E2E040
4-13
End-to-End Workload Analysis: Example (EP-1/3)
Check for high average response times in correlation to high number of executions per second
Checks to identify general performance problems on Enterprise Portal system
© SAP 2008 / Page 1
The above figure shows the workload summary for an Enterprise Portal.
By default you can see three metric types - iViews, Servlets, and Web Dynpro Applications with two key figures - Average Response Time and Executions.
© SAP AG
E2E040
4-14
End-to-End Workload Analysis: Example (EP-2/3)
© SAP 2008 / Page 1
The time profile shows the most important workload metrics for a chosen time frame in graphical form.
© SAP AG
E2E040
4-15
End-to-End Workload Analysis: Example (EP-3/3)
© SAP 2008 / Page 1
Check for iViews with high average response time and a high number of executions per second
© SAP AG
E2E040
4-16
DEMO
Demo
© SAP 2008 / Page 1
Open new IE Browser window
Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select “Workload”
Select “E2E Workload Analysis”
Select the TT5-System for analysis
Select “start”
Select time frame last week
Explain the overview
Select tab “TT5 - SAP ECC Server”
Select “Top dialog” and show the dialog transactions
© SAP AG
E2E040
4-17
Root Cause Analysis: Unit Overview
Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact
© SAP 2008 / Page 1
© SAP AG
E2E040
4-18
Client-Side Trace and Analysis Workflow Customer
AppSight Black Box
Customer reproduces the problem and traces it using Black Box with a recording profile provided by SAP.
Black Box Log File
“Capture”
Support
AppSight Console
Analysis of recorded log file by Customer support using AppSight Console or sending recorded log to SAP for further analysis.
“Identify”
© SAP 2008 / Page 1
BMC AppSight has a Black Box and a Console. • AppSight BlackBox is the agent on the client that records diagnostics data. It uses the generic hooks in the operating system and does not need modifications to the application on the client. Details to be recorded are defined in Recording Profiles. A movie of the activities on the user’s desktop can also be recorded. • Appsight Console is a tool to analyze the client side log recorded by the Black Box. You can jump from the Appsight Console into Appsight Code which is used for an in-depth analysis of information from the execution of the application (e.g. when was a function called and how long did the function run).
© SAP AG
E2E040
4-19
E2E Trace Analysis – Architecture Instrumented Browser
WAN Network
Presentation Logic
Application Logic
Enterprise Portal
ECC
HTTP Header
HTTP Header
HTTP Header
Correlation ID
Correlation ID
Correlation ID
Trace Flags
Trace Flags
Trace Flags
1
2
Create Passport
IntroScope Transaction Trace
Activate Trace
3
Database
Activate Trace
End-to-End Trace Display in Diagnostics
© SAP 2008 / Page 1
The E2E-Trace works with so called “Correlation ID” and “Trace Flags”.
Correlation ID The Correlation ID makes a trace result unique during request flow thru all involved components.
Trace Flags For all involved components that can handle trace flags they can activate/deactivate trace level automatically when a requests enters/leaves the component
All data from all components can be collected centrally within the diagnostics Trace Analysis Feature.
© SAP AG
E2E040
4-20
End-to-End Trace Analysis: Example An Employee Self-Service (ESS) user experiences a performance problem in the browser. Browser
WAN Network
Presentation Logic
Application Logic
Enterprise Portal
ECC
Database
Analysis Path
Finding examples
Use End-to-End Trace Analysis to check server side performance
No bottleneck on server side, so issue must be on client, network or performance of single execution on server side
Use End-to-End Trace Analysis to record the activity of a single user – browser to disk
Time is spent on client
Use BMC Appsight for SAP Client Diagnostics to identify the root cause of bad client performance
Bad Java Script coding: over 20.000 loops over an operation on a date field
© SAP 2008 / Page 1
The Employee Self-Service scenario is distributed over physical hosts with installations of SAP Enterprise Portal and mySAP ERP Human Capital Management as a back-end system. End-to-end workload analysis should find out which technology component the problems are related to.
© SAP AG
E2E040
4-21
E2E Trace Analysis - Targets Central server-side trace enabling
Because of security reasons, it is necessary to enable E2E tracing on request instead of having it permanently switched on Æ Application at managing system is necessary to switch on E2E tracing for all involved managed systems
Client-side trace triggering
Only at end users client side the information about correlations between requests and clicks and between clicks and user scenarios are known Æ E2E tracing is triggered by trace flags / levels and correlators (for user scenario, click and request) at client side
Central server-side trace analysis
At the managing system all component-specific trace summaries are collected for both functional and performance analysis with the intention to identify the process steps / components which need to be analyzed in deeper detail. From E2E Trace Analysis at managing system direct link to the local trace analysis tools at managed system has to be possible.
© SAP 2008 / Page 1
© SAP AG
E2E040
4-22
End-to-End Trace Analysis - Preparation Steps to create an end-to-end trace: 2
Execute the SAPIEPlugin.exe file on your local computer
3
Enable the trace for specific systems Systems which are ready for tracing have a green state
© SAP 2008 / Page 1
The execution of the SAPIEPlugin.exe file creates the displayed files on your local machine.
The systems which needs to be traced have to be enabled explicitly. The time for automatic disabling the tracing can be set in the ‘Options’ tab.
© SAP AG
E2E040
4-23
End-to-End Trace Analysis – Entry Screen
Upload client side trace result
Upload previous downloaded E2E trace
© SAP 2008 / Page 1
From top level navigation choose the ‘Trace’ section
© SAP AG
E2E040
4-24
End-to-End Trace Analysis – Options Tab
Steps to create an end-to-end trace: 1
Download the Internet Explorer PlugIn
Here you can download the HTTP Plug-In for Internet Explorer
© SAP 2008 / Page 1
Download of the IE PlugIn is possible in the ‘Options’ section of E2E Trace Analysis tool
SAP Note 1010428 contains general information about the IE Plug-In
SAP Note 1041556 contains restrictions information about the IE Plug-In, and the downloadable PlugIn itself together with a user documentation (PDF File)
© SAP AG
E2E040
4-25
End-to-End Trace Creation
2
3
1
4
7
6
5
© SAP 2008 / Page 1
To create an end-to-end trace, follow these steps: • Double-click on ie-https.cmd to start a new browser window including the plug-in. • Navigate to the target url for analysis. • Enter the name of the transaction and transaction step that you want to record. • Choose a session trace level. • Enter the Solution Manager Diagnostics host and HTTP port. • Start recording the transaction. • Execute the task that you want to trace. • Stop the transaction. The recorded transaction will be transferred to the E2E Trace Analysis tool. • Enter a new transaction step name and choose New Step to continue tracing, or choose Exit to finish trace activities. If you choose Exit the recorded transaction.xml file will be uploaded automatically to your host.
© SAP AG
E2E040
4-26
End-to-End Trace Analysis – Collect Data
Confirm the data collection from server side
© SAP 2008 / Page 1
To analyze a new recorded trace, it is necessary to collect the trace data from server side.
To do this mark the Business Transaction in the table and then confirm the pop up dialog window.
© SAP AG
E2E040
4-27
End-to-End Trace Analysis: User Interface
1
2
3
4 © SAP 2008 / Page 1
To evaluate a trace, follow these steps: • Choose Traces Æ End-to-End Trace analysis and enter the solution and system. • Select the transaction in the table. It is also possible to upload a recorded transaction (BusinessTransaction.xml in the SAPIEPlugin folder logs Æ Transaction name). • After selecting a transaction the transaction steps are displayed in tab form. Choose the step you want to analyze. • Click Display to analyze the transaction step.
© SAP AG
E2E040
4-28
End-to-End Trace Analysis: User Interface (2)
Is it possible to identify a problem area?
© SAP 2008 / Page 1
The first step is to analyze the accumulated time for the transaction step. Here it is possible to identify if the problem is related to the client, network, or server (including all involved back-end systems).
© SAP AG
E2E040
4-29
End-to-End Trace Analysis: Server Analysis
Time consumption on different components (Summary)
© SAP 2008 / Page 1
If you open the ‘Server Analysis’ section, a a summary of the time consumption on different components will be displayed in an applet.
The Java applet requires the JRE 1.5 on the system.
© SAP AG
E2E040
4-30
End-to-End Trace Analysis: Message Table
Filter the cached requests
Choose the request with the biggest time consumption
© SAP 2008 / Page 1
You can check for long-running server responses by choosing the Message table tab.
Check the sRT (server response time) column for long-running responses and select this request for more detailed analysis.
© SAP AG
E2E040
4-31
EXERCISE
Exercise I
© SAP 2008 / Page 1
Perform a E2E Trace Analysis
© SAP AG
E2E040
4-32
Root Cause Analysis: Unit Overview
Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact
© SAP 2008 / Page 1
© SAP AG
E2E040
4-33
E2E Exception Analysis – Architecture
AggregatedError Statistics
E2E Exception Analysis
Diagnostics agents Non-ABAP installations
Data collection once a hour
Data collection once a hour
Solution tool plug-ins ABAP-based installations
InfoCube
Component specific Exception Analysis tools © SAP 2008 / Page 1
The E2E Exception Analysis shows an aggregated view on Error statistics from the connected systems. For non-ABAB and JAVA systems the Diagnostics Agents collect this data specifically for each components and send the data to the Solution Manager BI BI. For the ABAP based systems a solution tool plugin is collection this data and sends it also to the Solution Manager BI.
© SAP AG
E2E040
4-34
E2E Exception Analysis - Targets Easier and efficient diagnostics by identifying
The most frequent errors
The system and the applications causing the most frequent errors
Logs for all involved components are stored
To display top 20 frequent error pattern at managing system
To display log entry grouped by different criteria (e.g. by software component, location, user) at managing system
To jump from E2E Exception Analysis at managing system to specific log analysis tools at managed system (e.g. NWA LV, ABAP SysLog)
Dumps for all involved components are stored:
To display dumps at managing system
To display dumps grouped by different criteria (e.g. software component, user) at managing system
To jump from E2E Exception Analysis at managing system to specific dump analysis tools at managed system (e.g. ThreadDump Analysis, ABAP Dump)
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
4-35
End-to-End Exception Analysis: Overview Select time frame
Component-specific exceptions
Exception value overview
Select diagram properties / type © SAP 2008 / Page 1
To start an E2E Exception Analysis, log in to Solution Manager and execute transaction DSWP (or SOLUTION_MANAGER), then navigate to GoTo Æ Start Solution Manager Diagnostics.
In SMD, navigate to Root Cause Analysis -> Exceptions -> E2E Exception Analysis.
Choose your solution and select all components.
Click on Start to begin with your investigation.
The picture above shows the entry screen with feature description. Here you get a good overview of the exceptions in your solution for the chosen timeframe.
© SAP AG
E2E040
4-36
End-to-End Exception Analysis: Overview (History) Time selection
Day
Week
© SAP 2008 / Page 1
For the Graphical Display, the standard Display Type is "History". In contrast to the Time Profile, the diagram type History displays the data as a time series without further aggregation.
The x-axis reflects the timeframe selected at the start of the application.
For time series, a two layered x-axis is displayed, where the next higher level of temporal granularity is displayed below the initial one. The axis' units depend on the timeframe selected for display (year, month, week, day, hour).
This display type allows the analysis of error frequency and how it behaves over time. Trends and peaks can be correlated with other occurrences in the managed system (user load, batch runs, restarts, patches, updates etc.) and lead to a more detailed analysis by narrowing down the timeframe and employing the Product Instance specific Views.
© SAP AG
E2E040
4-37
End-to-End Exception Analysis: Overview (Time Profile)
Summary of errors on all days of the month between 09:00:00 and 10:00:00
© SAP 2008 / Page 1
By selecting the "Time Profile", an aggregated Day Profile will be displayed, irrespective of the timeframe chosen. This diagram type is only available for the granularity "Hour". The graph shows the sum of all hourly values for the timeframe selected, e.g. if you select a full month, the number of errors between 07:00:00 and 07:59:59 on all days will be added and displayed for the x-value "08" (the eighth hour).
The intention of this kind of display is to allow you to quickly identify peaks which are directly correlated to typical working hours of your system.
Unexpected peaks during phases of low user activity could hint at scheduled job runs, restart, backup activities etc. causing critical or a high numbers of errors.
© SAP AG
E2E040
4-38
End-to-End Exception Analysis: ECC Server Errors (1/2)
Summary view across all ABAP instances
Right click
© SAP 2008 / Page 1
The View "ABAP SysLog Errors" is divided in two sections. The upper section displays a summary across all ABAP instances belonging to the selected system.
© SAP AG
E2E040
4-39
End-to-End Exception Analysis: ECC Server Errors (2/2)
Instance specific view
SM21
© SAP 2008 / Page 1
The lower section contains instance specific data. Individual instances can be selected with the dropdown box. The Jump-in feature is only available for the instance specific View.
The Jump-in feature takes you to transaction sm21 on the managed system.
© SAP AG
E2E040
4-40
End-to-End Exception Analysis: EP (J2EE System errors)
Further Analysis with Log Viewer
© SAP 2008 / Page 1
E2E Exception Analysis identifies J2EE System Errors which the engine is writing to the dedicated log category "/System/Server/Critical" (defaultTrace). This new feature is supported if the managed system has versions NW2004 SPS21 or NW7.0 SPS13 or above. If a lower version is detected by the Exception Analysis application, the View will not be displayed.
The Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.
© SAP AG
E2E040
4-41
End-to-End Exception Analysis: EP (J2EE Appl. Errors)
Log Viewer
© SAP 2008 / Page 1
The source logs for the J2EE Application Errors are the same as for the J2EE System Errors (application.log and defaultTrace). All errors that do not belong to the category "/System/Server/Critical" qualify as application errors.
Analogous to J2EE System Errors View the Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.
© SAP AG
E2E040
4-42
DEMO
Demo
© SAP 2008 / Page 1
Open new IE Browser window
Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select “Exceptions”
Select “E2E Exception Analysis”
Select the additionally NetWeaver 7.00 for analysis.
Select “start”
Select time frame last week
Explain the overview
Select a component with errors or dumps and explain the errors in details and you also may drill down
© SAP AG
E2E040
4-43
Root Cause Analysis: Unit Overview
Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact
© SAP 2008 / Page 1
© SAP AG
E2E040
4-44
Planned Release Roadmap for End-to-End Diagnostics 2009 Mai09 SolMan 7.0 EhP2
E2E Root Cause Analysis for Federated Portal, MDM 7.1, GRC Access Control, Message based Tracing for PI 7.1 End-to-End Monitoring and Alerting Infrastructure End User Experience Monitoring
21Nov08 SolMan 7.0 EhP1
E2E Root Cause Analysis for BI Accelerator, Trex, CE 7.1, CRM 2007 and CRM 7.0, SRM 6.0, APO, SEM, Duet 1.5, BusinessByDesign End-to-End Trace enabled for SAPGUI, Internet Explorer 7 and MS Vista Full integration in Solution Manager Work Centers with optimized navigation Setup Simplification: One Guided Procedure for Solution Manager Basic Configuration including End-to-End Root Cause Analysis
Mar08
E2E Root Cause Analysis for MDM 5.5 and Duet 1.0
SolMan 7.0 SP15
Oct07 & Mar07
E2E Root Cause Analysis for ECC/R3, Portal incl. KMC, CRM 5.0, BI 7.0, PI 7.0
SolMan 7.0 SP13 © SAP 2008 / Page 1
© SAP AG
E2E040
4-45
Solution Manager 7.0 SP 15 Required Software Versions Release
Support Package
Availability
NW7/NW04s
SPS14
available
Solution Manager
SP15
available
BI_Cont
SP7
available
ST-SER
ST-SER 700_2008_1
available
ST-A/PI
PI_BASIS 2005_1_700
available
Restrictions for Solution Manager Diagnostics and RCA SP 15 see Note 1126859
© SAP 2008 / Page 1
Solution Manager SP 13 is the release that is used by most customers with a up-to-date system. It consists of the “pieces” above and all of those components need somehow to be installed on the Solution manager.
Also the appropriate agents need to be installed in the managed systems.
© SAP AG
E2E040
4-46
Root Cause Analysis: Unit Overview
Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact
© SAP 2008 / Page 1
© SAP AG
E2E040
4-47
Savings through E2E Diagnostics Reduce License Costs
Tools for Service Desk, Root Cause Analysis and Solution Monitoring are included in SAP Solution Manager
Reduce Costs for Support Experts
… for Root Cause Analysis by a targeted approach - one step dispatching to the expert for component root cause analysis
… for Monitoring by automated notification of alerts
… for IT Reporting by automated report generation and broadcasting
Standardization and Certification keep consultant rates at acceptable level
Reduce Time of Disrupted Production
Mission Critical Support – Solve Incidents efficiently and can avoid unplanned downtimes and business loss.
© SAP 2008 / Page 1
© SAP AG
E2E040
4-48
Commercial Impact – E2E implementation project for a global SAP customer PD
%
Project Management
5
1,7%
Specifications
5
1,7%
Development
50
16,9%
Testing
40
13,6%
Deployment
20
6,8%
Training effort int.
90
30,5%
Training effort SAP
60
20,3%
Documentation
20
6,8%
Security
5
1,7%
295
100,0%
Functions
Sum
© SAP 2008 / Page 1
“No lunch is free”
For customers the diagnostics implementation means an effort. Here comes the Overview of a very big European SAP customer for a E2E-implementation projects that was planned in the scope of an SAP HR-Solution.
The training effort (150 day out of 295 days) takes half of the investment. Because training the support organization is a key success factor for running E2E-Solutions.
© SAP AG
E2E040
4-49
Henkel: E2E Solution Operations
© SAP 2008
© SAP AG
E2E040
4-50
Weyerhaeuser: E2E100 Root Cause Analysis
© SAP 2008
Intentionally blank
© SAP AG
E2E040
4-51
Siemens: E2E Root Cause Analysis
© SAP 2008
Intentionally blank
© SAP AG
E2E040
4-52
Introduction: Unit Summary
You should now be able to:
Explain the scope and benefit of E2E root cause analysis
Describe the tools provided within SAP Solution Manager Diagnostics
© SAP 2008 / Page 1
© SAP AG
E2E040
4-53
© SAP AG
E2E040
4-54
Exercises Unit:
Root Cause Analysis
Lesson:
E2E Trace Analysis
At the conclusion of this exercise, you will be able to: • Analyse an E2E Trace
1-1
What component (the name of the component) in the given solution that has been traced has consumed most of the time?
Training System TT5, hostname: twdfXXXX.wdf.sap.corp SAP EP
SAP ECC
http://:55000/irj
SLD http://:55000/sld
Instance: 50
JCO Client 800
Portal Platform Web AS ABAP
Web AS Java
Front End PC RDBMS
Web Browser
Network TT4, hostname: twdfXXXX.wdf.sap.corp
SAP GUI
SAP Solution
SAP Solution
Manager Diagnostics
http://:50000/smd
Manager
Instance: 00
JCO Client 200 Web AS ABAP
Web AS Java
RDBMS
© SAP AG
E2E040
4-55
Open new IE Browser window Go to Solution Manager Diagnostics: “http://twdfXXXX.wdf.sap.corp:50000/smd” Login with: User: sapsupport PW: support Select „Traces”
Select as System role “Training System” Go to “E2E Trace Analysis” (Left panel) Click on the current trace here “Record Working Time”
© SAP AG
E2E040
3-1
Upload trace data
Check for uploaded data. There are message for each data category that indicates a successful upload.
The appropriate data will be uploaded to the SolMan. Select the step you want to trace (here “Step-1”). Click on “Display”.
© SAP AG
E2E040
3-2
Congratulations - this page shows you the E2E Trace information.
© SAP AG
E2E040
3-3
Solutions
1-1
Unit:
Root Cause Analysis
Lesson:
E2E Trace Analysis
Analyse an E2E Trace Show participants the request with the highest server side execution time (sRT). This is usually marked red. Click on the line.
© SAP AG
E2E040
3-4
Underneth the Message table overview the “End2End Trace data” is viible after scrolling down. Here you see the call stack. In column Type you can see the type of request (HTTP, J2EE etc). the depth of the call stack depends on the available data. Sometime ist is helpful to drill down further. Within the J2EE-Stack you can call the Wily Introscope date in clicking on the “introscope transaction trace” (see red cycle).
The introscope transaction trace open in an new window and shows you additional information about the Java call stack.
© SAP AG
E2E040
3-5
To check a specific call/request in Wily Introsocep you can go to Tab “Details” and choose “Webview”
The Wily logon-screen appears. Please log on with User: Admin PW: Admin89
© SAP AG
E2E040
3-6
Wily jumps directly to the Java-calls that were reported in Wily. You can choose one and analyse the call details directly in Wily.
© SAP AG
E2E040
3-7
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP- Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
5-1
Change Control Management
Contents:
Scope of E2E Change Control Management
E2E Change Diagnostics
Enhanced Change and Transport System
Change Request and Maintenance Management
Test Management
© SAP 2008
© SAP AG
E2E040
5-2
Change Control Management: Unit Objectives
After completing this unit, you will be able to:
Explain the characteristics of E2E Change Diagnostics
Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments
Describe the goal and processes of the Change Request Management
Describe the characteristics of Maintenance Management
Describe the tools and benefits of Test Management
© SAP 2008
© SAP AG
E2E040
5-3
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-4
Control the changes during the Application Lifecycle Solution Design
Solution Maintenance
Solution Correction
Global / Regional Business Process Champion Solution Architecture
SAP Maintenance Management
End User / Key User Incident Management
Program Management Office (Change Advisory Board) Change Request Management
Application Management (Change Manager) Change Deployment Workbench / Customizing Changes Custom Development
Application Changes
Change Diagnostic
Correction & Transport System Change System Diagnostic SAP Technical Operations DB / OS / HW Changes & Maintenance IT Infrastructure
© SAP 2008 / Page 1
The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape. All requests for changes (Solution Design, Solution Maintenance, Solution Correction) flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office. This office is responsible for managing everything from only day-to-day changes and adaptations to all release planning and major infrastructure technology shifts. Moreover, these activities must be aligned with all stakeholders.
The key interface between business and IT is the application management organization. End users, key users and the program management office use the services of IT for a wide variety of tasks. from solution landscape planning to implementation, from business unit re-quest handling to execution, from documentation standards, training and certification to management level reporting. Being such a central component, several of the introduced roles use the application management platform as their central working application.
It is essential that changes of the solution landscape are managed carefully to ensure for transparency of the changes. The Change Request Management standard ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. Complementary to change request management, the deployment and the analysis of changes need to be addressed, in order to ensure that changes are executed without disruption of the ongoing business. This is the focus of the Change Control Management standard. The standard covers two major areas of change control: Change Deployment and Change Diagnostics for Application and System Changes.
© SAP AG
E2E040
5-5
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-6
SAP System Landscape Directory
System Landscape Directory System Catalog: Landscape Description Physical View: Technical System
Master Component Repository
Logical View: Business System
Registered automatically
Maintained at customer site SAP Systems
Data Supplier
Third Party Systems
Component Types Software Catalog: Component Information Landscape Patterns Possible Combinations
Product Update Software Component CIM
Maintained at SAP
Maintained at customer site Third Party Product & Software Component
© SAP 2008 / Page 1
The SLD is running in the JAVA stack of a SAP double stack system or as a JAVA stand alone system.
At the SAP site, a Master Component Repository mirrors the data from the SAP Product and Production Management System (PPMS). Therefore the Master Component Repository contains up-to-date information about all available SAP products and their dependencies.
The content of the Master Component Repository is published at the SAP Service Marketplace so that customers can update their individual component information. The content updates are available as delta files.
Customers can add additional information about 3rd-party products and their own development activities that are in operation by them into their individual component information of their own System Landscape Directories.
The landscape description contains information about all systems and the installed products / components at customer‘s site.
Applications and tools (installation, administration etc.) use information from the System Landscape Directory as a central information provider.
Based on proven industry standards of the Distributed Management Task Force (DMTF): • Common Information Model (CIM) • Web-Based Enterprise Management (WBEM)
You can access SLD by pointing a browser to http://:/sld (where is the SLD server and is the J2EE HTTP port). You will be prompted for a user name and password.
© SAP AG
E2E040
5-7
Information Stored in SLD
Component Information
Landscape Description Technical Landscape Landscapes Business Landscape
© SAP 2008 / Page 1
SLD is part of the J2EE Engine and can be reached like this: http://:/sld
It contains the following parts: • Landscape Description • Technical Landscape • Business Landscape - Business Systems are logical systems that function as senders or receivers within the SAP NetWeaver Exchange Infrastructure. A Business System is always associated with a technical system.
Component Information
Name Reservation • Namespaces (done only by administrators) • Single names (done only by administrators – developers perform this task in the SAP NetWeaver Developer Studio)
© SAP AG
E2E040
5-8
DEMO
Demo
© SAP 2008 / Page 1
Open new IE Browser window
Go to the Solution Manager on the TT5-system: http://twdfXXXX.wdf.sap.corp:50000/sld
Login with:
User: sapsupport
PW: support
Select “Landscape” and show the TT4 landscape
Select „software componants“ to show the TT4 software componants
© SAP AG
E2E040
5-9
Landscape Modeling in Solution Manager 1
Managing system Solution Manager Solution Manager - IT Governance – (ABAP)
Solution Manager - Diagnostic – (J2EE)
SMD LandScape model with embedded pseudo SLD (J2EE)
6
CIM via RFC (push)
2 3
CIM via HTTP (push)
4 5
RFC calls (poll)
6
RFC calls (push)
Managed systems 4
ABAP based component SLD Data Supplier (ABAP)
SMSY LandScape model (ABAP)
1 J2EE based component
Local SLD (J2EE)
SLD Data Supplier (J2EE)
2 Unmanaged component (C/C++, Java standalone, …)
5 Remote SLD (J2EE)
3
SLD Data Supplier (SLDREG)
© SAP 2008 / Page 1
(1) ABAP based component pushes changes in deployment to SLD via Common Information Model (CIM) over RFC on regular basis
(2) J2EE based component pushes changes in deployment to SLD via CIM over HTTP on regular basis
(3) Unmanaged component (C/C++, Java Standalone, …) pushes changes in deployment to SLD via CIM over HTTP on regular basis
(4) ABAP based components are polled on regular basis to read deployment data and transfer to SMSY via RFC
(5) Remote SLD (or even several SLDs) is polled on regular basis to read deployment data transfer to SMSY via RFC
(6) SMSY pushes deployment data for ABAP and non-ABAP components to SMD Landscape Model
© SAP AG
E2E040
5-10
Introducing the Solution Concept Solutions:
Describe a group of systems, software components and business processes
Are the basis for the operation scenarios
Solution Monitoring
Service Desk
Change Request Management
Collaboration
Provides handover information from the project phase to the operations phase
Any project change is copied to the solution directory after being set active
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
5-11
Example: Design of Solutions by Regions
US Solution
US ERP
Asia ERP
US CRM
Asia CRM
Asia Solution
Global BW
Europe ERP
Europe Solution
Europe CRM
© SAP 2008 / Page 1
In this example the solutions are separated by regions.
The global BW system is part of all solutions
© SAP AG
E2E040
5-12
Example: Design of Solutions by Functional Areas
Financial Solution
Global ERP Global CRM Global BW
Logistics Solution
Global ERP Global CRM Global BW
HR Solution
Global ERP Global CRM Global BW
© SAP 2008 / Page 1
In this example the solutions are separated by functional areas.
All systems are part of all solutions but different business processes are running in each Solution.
© SAP AG
E2E040
5-13
Solution Directory
Transaction SOLUTION_MANAGER is the central access point for all operation scenarios in the SAP Solution Manager © SAP 2008 / Page 1
The Solution Directory is the central point for maintaining business processes in SAP Solution Manager. Here, you can assign logical components to your solution landscape, can create business processes and copy business processes from implementation projects or other sources. You can also maintain your solution settings (like the name of the solution) here.
© SAP AG
E2E040
5-14
System Landscape Management – Overview
© SAP AG
E2E040
5-15
Workcenter System Landscape Management Central Tasks
Workcenter Capabilities
Installation, Setup and Configuration (system and landscape management)
Creating System / Server / DB entries
create RFC connections
Generate installation keys
SW-component overview
Overview of systems and landscape
Downtime managemen
Planning of single/recurring downtime
Transport Management
Related Standards
status, architecture, release
Transport Organizer etc
System Installation
System Administration
Licence key generation
System Monitoring
System/RFC-connection setup
Central / local installation
© SAP 2007 2008 / Page 1
© SAP AG
E2E040
5-16
DEMO
Demo
© SAP 2008
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the solution directory and the work center „system landscape management“ in TT4
© SAP AG
E2E040
5-17
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-18
E2E Change Diagnostics: Characteristics The Change Diagnostics supports customers in identifying, controlling, maintaining and verifying the versions of Configurations (e.g. OS/DB, SAP NetWeaver, Application, Customer Coding) E2E Change Diagnostics
Central entry point for analyzing changes in a solution
BI methods to drill down from overviews to detailed lists of changes
Providing hints for root cause analysis with data and trends
Providing accurate information on configuration parameters and their history (e.g. database parameters, ABAP parameters, JAVA parameters)
Enabling the organization to standardize the solution configuration
Improving security by controlling the versions of configurations in use
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
5-19
E2E Change Diagnostics: Overview
E2E Change Analysis Tools Configuration and File Reporting
Type of changes
Technical Configuration
Enhanced Change and Transport System
Patches, SP, Release
Business Configuration
“Content” EP, XI, BI, SLD
Coding
Changes to Production
Productive Environment Documented in SAP Solution Manager (SMSY)
© SAP 2008 / Page 1
This diagram shows the different tools in E2E Change Diagnostics
Configuration and File Reporting extracts configuration parameter from Java or ABAP based systems and displays the parameter and their history in Solution Manager Change Diagnostics
The Change and Transport System records changes to Business Configuration (Customizing Requests) and Coding (Workbench Requests). The new Enhanced Change and Transport System is also able to transport Non-ABAP objects like Java archives.
Releases, Support Packages and Patches are documented in the SAP Solution Manager (SMSY).
E2E Change Analysis provides a BI based reporting on all changes in a solution.
© SAP AG
E2E040
5-20
E2E Change Analysis - Targets Easier and efficient analysis by identifying changes:
Did we change any technical configuration parameters?
How many transports were imported last week?
When did we import support packages?
Which systems of my solution were changed?
Component-specific change analysis:
Compare configuration parameters in the same system but for different timestamps. This is a typical use case in Root Cause Analysis
Compare configuration parameters within the transport landscape
Compare configuration parameters between multiple instances in order to achieve homogeneous parameter settings
Aggregated change analysis based on SAP BI:
Aggregated view regarding changes appropriate to dedicated types as parameter change (DB, ABAP, J2EE, ...) and software change (ABAP transports, ABAP SP’s, J2EE deployments, ...)
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
5-21
E2E Change Analysis – Architecture
E2E Change Analysis
Number of changes
InfoCube
Diagnostics agents Non-ABAP installations
Data collection once a day
Data collection once a day
Solution Manager
Solution tool plug-ins ABAP-based installations
Config store
Configuration and file reporting
Parameter values
© SAP 2008 / Page 1
The architecture of the E2E Change Analysis: It was developed on top of the existing configuration and file reporting.
Diagnostics agents continuously track the changes with the non-ABAB systems whereas a Solution Tool Plugin on the ABAP side collects the changed data.
It enhances the functionalities by adding data extractors also for ABAP systems. Furthermore it aggregates the information on recent changes by BI methods. The user interfaces for Configuration and File reporting and for E2E Change Analysis are available for both ABAP and JAVA systems.
© SAP AG
E2E040
5-22
E2E Change Analysis - Overview
© SAP 2008 / Page 1
E2E Change Analysis is integrated into the Diagnostics.
Navigate to Root Cause Analysis Æ Configuration Æ E2E Change Analysis.
In the first screen you see the number of changes for all systems of the solution in the selected timeframe.
© SAP AG
E2E040
5-23
E2E Change Analysis – Overview (most recent change)
© SAP 2008 / Page 1
Select ‚History of Changes for the last two years‘ (This report reads the data of the current quarter and the 8 quarters before) and open the ‚Last Change Date‘ section.
The 'Last Change Date' table lists the date of the most recent change per change group and type.
Caution:
As changes cannot be determined for the time before the setup of the E2E Change Analysis, the overview report 'History of Changes for the last 2 years' may not necessarily show the changes of the last two years. The displayed timeframe is restricted by the setup of E2E Change Analysis. The report will probably take some time to display the result, because it reads data of several quarters.
© SAP AG
E2E040
5-24
E2E Change Analysis – ECC Server (Summary)
© SAP 2008 / Page 1
Depending on the type of the Product Instance a 'Summary' is displayed. For most types of Product Instances additional buttons for 'Details' or grouped changes are offered. The example shows an ECC Server summary.
The 'Product Instance - Summary' allows to identify in a chart or table view the grouped changes that are the best candidate for a further look on details.
© SAP AG
E2E040
5-25
E2E Change Analysis – ECC Server (Transport Requests)
© SAP 2008 / Page 1
The slide shows an example of the ECC specific change group ‚Transport Requests‘.
© SAP AG
E2E040
5-26
E2E Change Analysis – EP (Summary)
© SAP 2008 / Page 1
For Product instance Enterprise Portal the changes are grouped by ‚Summary‘, 'Application Configuration', 'Dispatcher Configuration', 'Server Configuration', 'Node Type Independent Configuration' and 'Software Release' as shown in the screen shot.
© SAP AG
E2E040
5-27
E2E Change Analysis – EP (Node Type Independent Config.)
Click
© SAP 2008 / Page 1
The screen shot shows the row of the ConfigStore ‚visual properties' with a green background color. Cells with a green background color allow calling the Detail Viewer to display the changed content of the ConfigStore.
© SAP AG
E2E040
5-28
E2E Change Analysis – EP (Detail Viewer)
Details Viewer will display the changes of the config store ‘visual properties’ in the timeframe e.g. 22/10/2007 to 25/10/2007
Details Viewer will display the changes of the config store ‘visual properties’ on the date e.g. 24/10/2007 (header of the column)
© SAP 2008 / Page 1
A green background color is used for cells which have enough detailed information to offer a jump to the Detail Viewer to show the content of a ConfigStore. Depending on the cells information different time selections will be applied.
© SAP AG
E2E040
5-29
Required Software Versions for Change Diagnostics Currently Solution Manager 7.0 SP 15 is avail. Release
Support Package
Availability
NW 7/NW04s
SPS13
available
Solution Manager
SP13
available
BI_Cont
SP7
available
ST-A/PI
01J_CRM500
available
Currently Solution Manager 7.0 SP 15 is avail.
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
5-30
Siemens: E2E Change control Management
© SAP 2007 2008 / Page 1
© SAP AG
E2E040
5-31
DEMO
Demo
© SAP 2008 / Page 1
Open new IE Browser window
Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”
Login with:
User: sapsupport
PW: support
Select “Configuration”
Select “E2E Change Analysis”
Select the additionally NetWeaver 7.00 Component
Select “start”
Select time frame last week or last month
Explain the change overview and show the change overview for the ECC and the Portal
© SAP AG
E2E040
5-32
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-33
E2E Change Deployment: Characteristics The Change Deployment ensures that all components involved in an application change are tested and released together, even if they are based on different technologies. E2E Change Deployment – Enhanced Change and Transport System (CTS+) and One Transport Order (OTO)
Connect Java Systems to standard Correction and Transport System (CTS)
Non-ABAP applications inherit all properties of the ABAP Change and Transport System in terms of documentation, tracking and troubleshooting features
Manage transport of ABAP and non-ABAP-objects centrally with One Transport Order (OTO)
Allows combined transports for mixed objects (ABAP, JAVA, …)
Allows synchronized changes to business processes which run in ABAP and JAVA
100% Compatible with SAP Solution Manager
No need for upgrade of Java landscapes
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
5-34
SAP NetWeaver Development Environments: Characteristics The different NetWeaver Development Environments integrated in SAP NetWeaver are based on different technologies NetWeaver Development Environments
ABAP Development Workbench for ABAP coding
NetWeaver Developer Studio, NetWeaver Development Infrastructure (NWDI) and its components are for JAVA coding, deployments and version control
The Software Deployment Manager (SDM) is the Java Deployment tool (delivered as part of AS JAVA) to deploy Java patches, hotfixes or business packages
The System Landscape Directory (SLD) is a central component in the Java Development Process (using NWDI) to register all landscape related information
Enterprise Portal Content Administrator (build in to the portal) is used for Portal content deployments
Exchange Infrastructure Integration Builder is used for XI/PI content changes
© SAP 2008 / Page 1
Explain the different development environments per NW technology component
ABAP Development Workbench is fully integrated within the ABAP stack to modify a ABAP system
Java Coding is decentralized: NetWeaver Developer Studio is the Java Dev Frontend on the delopers PC. The deplaoyments can be done manually via SDM to the target system or by using the NWDI to transport all changes
All system related configuration changes will be outomaticlly reported to the SLD
All changes to Portal content will be manually exported and imported to the target EP
All changes within XI/PI are usally tranported via export and import to the target XI
© SAP AG
E2E040
5-35
Manage Heterogeneous Development Environments Change and Transport System
ABAP Workbench SE80 Exchange Infrastructure Integration Builder Developer Studio and NWDI
Development Landscape
Transport
Quality Landscape
ck i n che
Transport
Production Landscape
Deploy
SCA
EPA
Enterprise Portal Content Administrator
Deploy
Quality Component 1
Production Component 1
. . .
. . .
Quality Component n
Production Component n
… (open Interface for non-ABAP objects) © SAP 2008 / Page 1
The Enhanced Change and Transport System (CTS+) improves the well proven ABAP Change and Transport System for all non-ABAP related transports.
It allows that changes from heterogeneous development environments can be transported with the well proven ABAP Change and Transport System. E.g. Java Archives can be checked in to transport requests as transportable objects.
After executing Import Methods to deploy the Java archives the Software Deployment Manager imports the package in the target system.
© SAP AG
E2E040
5-36
DEMO
Demo
© SAP 2008 / Page 1
Open new IE Browser window
Go to the Portal Create and show a transport request in the TT5 Portal environment
Logon to the Portal http://twdfXXXX.wdf.sap.corp:55000/irj/portal with
User: “sapsupport”
PW: “support”
Login with:
Show the transport of an predefined iview in the TT5 Portal from the Dev-Portal to the Q-Portal
© SAP AG
E2E040
5-37
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-38
Change Request Management: Characteristics The goal of the Change Request Management is to ensure that standardized methods and procedures are used for efficient and synchronized handling of all changes to improve the quality of your day-to-day changes to production Change Request Management
Transparency of all software changes
Full documentation of each change: Each change in the system has a link to a Change Request and a Service Desk
Tool based collection of all RfC’s. No RfC will be lost anymore.
Allowing to consolidate demands by bundling similar changes
Allowing to schedule changes according to priority, category and possible impact
All changes have to follow a proven workflow. Only changes which are approved and tested come into production
© SAP 2008 / Page 1
Intentionally blank
© SAP AG
E2E040
5-39
Three Tiers of Change Request Management SAP Solution Manager Change Admin
Project Management
Management of all change requests
Project planning & budgeting
Change request categorization
Project documentation
Change documentation
Approval workflow
Status reporting
Complete change history
Change Logistics
Customizing & Development (Realization)
Test execution
Customizing & Development (Specifications)
Seamless integration into TMS
Test management
Transport scheduling
Transport tracking
© SAP 2008 / Page 1
The Solution Manager provides 3 major building block to provide the Change Request Management
Change Administration for managing the change requests within Solution Manger
Project Management for project resource management and project and transport synchronization
© SAP AG
E2E040
5-40
Change Request Management – Sample Process
Change Request Management
Service Desk
SAP Solution Manager Feedback
Service Desk Employee
Developer
Service Message
Change Request
Requester
Change Manager
PRD
Controlled transports
Tester
Change Document
Task List
QAS
Controlled transports
Maintenance Cycle
IT Operator
DEV © SAP 2008
Show the workflow of the change request from the requester thru the development until the change is deployed thru the D-Q-P-Landscape.
© SAP AG
E2E040
5-41
Change Request Management – Overview of Change Requests and Documents
Show the overview of the change request management in the work center Change Management
© SAP AG
E2E040
5-42
Work Center Change Management Workcenter Capabilities
Related Standards
Change Request Inbox
Change Request Management
Change Document Inbox
Change Control Management
Maintenance Transaction Overview
Testing
Hotnews Display
Testing Tools
Central Tasks
Create Change Requests (approval)
Create Change Documents (execution)
Maintenance Optimzer
Testing
Reporting
© SAP 2008 2007 / Page Work 1Centers for SAP Solution Manager 7.0 - Overview Page 1
© SAP AG
E2E040
5-43
DEMO
Demo
© SAP 2008
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Show the work center „change Management“ and the entry screen for „Change requests”
© SAP AG
E2E040
5-44
Different Levels of Control
Change Request Management SAP Solution Manager Improved Documentation
Better Control
Enhanced Change and Transport System (CTS+)
SAP System ABAP Stack Improved Documentation
ABAP
Better Control
Java
.net
…..
© SAP 2008 / Page 1
Change Request Management in SAP Solution Manager is 100% compliant with the Enhanced Change and Transport System
On the lowest level transports are executed with proprietary transporting tools (e.g. Java tools).
These tools can be controlled by the Enhanced ABAP Change and Transport System (CTS+). This allows a better and central control of transports. Furthermore the documentation, a unique tracking and troubleshooting possibilities are improved.
On the next level of control transports in the ABAP Stack can be managed by Change Request Management in SAP Solution Manager. This increases the control of the full change process, including the incident, approval process and change realization process.
© SAP AG
E2E040
5-45
Change Request Management in a Mixed ABAP/JAVA Landscape Development Landscape Development Environment
System
QA Landscape
Production Landscape
System
System
Transport Landscape ERP
SE80 DS & DI
mySAP ERP
mySAP ERP
mySAP ERP
Transport Landscape CRM
SE80 DS & DI
mySAP CRM
mySAP CRM
mySAP CRM
Transport Landscape EP
Portal Content Administrator DS & DI
Enterprise Portal
Enterprise Portal
Enterprise Portal
Transport Landscape BW
SE80
BW
BW
BW
SE80 Integration Builder
Process Integration (XI)
Process Integration (XI)
Process Integration (XI)
Transport Landscape PI
Change Request Management
SAP Solution Manager © SAP 2008
Change Request Management can handle dependent transports in different systems.
In this example the Solution Manager Project comprises several SAP systems. The systems have dependent transports. All transports for the whole solution are bundled by the umbrella of the Solution Manager project. When the project goes live all transport requests that belong to the same Solution Manager project are imported at the same time. So all dependencies are considered automatically.
© SAP AG
E2E040
5-46
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-47
Maintenance Management: Characteristics The goal of the Maintenance Management is to keep applications up to date and to standardized methods and procedures for efficient problem resolution. Maintenance Management
Support Packages to streamline problem resolution and implement bundles of corrections efficiently
Troubleshooting is easier on a current support package level
Implementation projects might require a current support package
Connected systems might require a current support package
Legal changes are required
© SAP 2008 / Page 1
© SAP AG
E2E040
5-48
Business Process Platform Support for Continuous and Accelerated Innovation Accelerated Innovation Composite Applications Composition Environment
Portal
SAP NetWeaver 7.1 (capabilities extending the foundation)
Business Intelligence
Accelerated Innovation
Continuous Innovation
Non-SAP
EhP EhP EhP
Master Data Management
EhP EhP EhP
ERP
CRM
SCM
SAP Business Suite
SRM
PLM
Process Extensions
SAP NetWeaver 7.0
SAP NetWeaver 7.1
(foundation for the SAP Business Suite)
Enterprise SOA by Evolution
Enterprise SOA by Design
End-to-End Solution Operations © SAP 2008 / Page 1
For our Midmarket customers we have extended our portfolio in 2007 with SAP Business ByDesign, which is based on “enterprise SOA by design”, providing a game-changing suite of applications.
Some of the components, the process extensions, will be available for our customers to extend their functionality in the future. This will enable what we call “accelerated innovation”.
On top of that we provide the (NetWeaver) CE – the composition environment – to compose new applications based on web services, the Portal, BI, MDM and so on to enable our customers and partners to enhance their solution in a way, they don’t have to modify their solution – also providing “accelerated innovation”
Our challenge is now to support all of that providing End-to-End Solution Operations
© SAP AG
E2E040
5-49
Enhancement and Maintenance for NW and ERP 6.0 2005
2006
2007
2008
2009
2010
Enhancement Packages
Next Release
mySAP ERP (2005) 6.0 SAP NetWeaver 7.0
Customers Adopt Innovation at their Pace Process and User Interface Simplification
Industry-Specific Enhancements
New Enterprise Services
Cross-Industry Functional Enhancements
© SAP 2008
© SAP AG
E2E040
5-50
Release and Maintenance Strategy SAP ERP
mySAP ERP 2004
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Ext. Maintenance (+ 4%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
SAP R/3 Enterprise 47x200
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
SAP R/3 Enterprise 47x110
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
This strategy is also valid for all industryspecific add-on applications and SAP enhancement packages for SAP ERP based on the releases above.
2009
2010
Mar
Mar 2008
Mar
2007
Dec Mar
Customer-Specific Maintenance
Mar
2006
Customer-Specific Maintenance
Mar
2005
Ext. Maintenance (+ 4%)*
Dec
Ext. Maint. (+ 4%)*
Ext. Maint. (+ 2%)*
Dec
SAP R/3 3.1I – 4.6B
Jun
Mainstr. Maintenance
Oct
SAP R/3 4.6C
Customer-Specific Maintenance
2011
2012
2013
2014
Mar
RampUp
SAP ERP 6.0**
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations. © SAP 2008 / Page 1
The maintenance strategy for SAP applications is based on the following principles: SAP offers three successive maintenance phases: mainstream maintenance, extended maintenance, and customer-specific maintenance. SAP provides support packages during mainstream maintenance and extended maintenance. The delivery frequency of support packages is dependent on the maintenance phase. As part of its release strategy, SAP announces the planned duration of the mainstream maintenance period for a release as soon as the release is announced. For SAP applications based on SAP NetWeaver 2004 and higher, SAP usually applies the 5-1-2 maintenance strategy: Five (5) years of mainstream maintenance One (1) year of extended maintenance (currently at an additional 2% fee) Two (2) years of extended maintenance (currently at an additional 4% fee) SAP is evolving the mySAP ERP major release schedule to a five-year rhythm to better align with the customer adoption cycle. To ensure that customers take advantage of innovations while minimizing the impact to core operational systems, SAP plans to accelerate delivery of new functionality through enhancement packages that customers can optionally implement on top of mySAP ERP 2005. Enhancement packages are intended to contain functional enhancements and enterprise services in areas such as shared services, end-to-end business processes such as order to cash or “hire to retire,” supplier collaboration, and industry-specific functionality. The intent is to deliver more innovation, more quickly, in a more accessible way. SAP is thus ensuring the greatest possible protection of your investments by continuing to deliver high-quality ERP functions. We plan to deliver the next ERP release in 2010. To find further information, please visit SAP Service Marketplace at service.sap.com/erp and service.sap.com/maintenance.
© SAP AG
E2E040
5-51
Maintenance Schedule for Customers Solutions 2007
2008
2009
Implementation Projects Market Campaign Complaint Management Rollout Brazil
SAP Maintenance SP Stack Hot News Top Notes
One or two times per year ….
Incident
….
Periodic review and corrections Urgent Corrections Notes/Patches
….
© SAP 2008 / Page 1
SAP HotNews
Contain solutions for customer problems with very high priority, such as systems standstills or data loss
Allow customers to filter and display SAP HotNews for their chosen components
SAP TopNotes
Inform you about on potential hot spots in your projects
Published on a monthly basis
Represent the ten most important SAP Notes for each component
Reviewed monthly by experts in the relevant departments and updated based on the current SAP Note customer usage rate
© SAP AG
E2E040
5-52
Optimized Process for support package stacks
Maintenance Optimizer SAP Solution Manager Display relevant corrective SAP software packages Approve download
Download
Approve Import
Test
Release to production
© SAP 2008 / Page 1
The Maintenance Optimizer controls the download of software patches and updates for all software components from SAP and from partners.
SAP HotNews Inbox controls the process from retriving, deciding on relevance and implementing Hot News
© SAP AG
E2E040
5-53
Change Request Management – Overview of Change Requests and Documents
Show the overview of the change request management in the work center Change Management
© SAP AG
E2E040
5-54
DEMO
Demo
© SAP 2008
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Show the work center „change Management“ and the entry screen for „Maintenance Optimizer”
© SAP AG
E2E040
5-55
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008 / Page 1
© SAP AG
E2E040
5-56
Test Management: Characteristics The goal of the Test Management is to provide efficient and smooth procedures for manual and script-based testing Test Management Benefits:
Reducing project costs and efforts significantly
Continuous tracking and status analysis of the test progress
Clear and detailed test descriptions
Reproducible test results
© SAP 2008 / Page 1
The testing effort is between 20 and 30 percent of the total project effort. For maintenance projects like support package implementation and upgrades even up to 70 percent
© SAP AG
E2E040
5-57
Change is a Fundamental Principle – Testing a necessity There are many changes in the solution life cycle - and every change requires testing Business inspired changes
Test effort
Mergers and Acquisitions Continuous Improvements Functional Upgrades … IT inspired changes Technical Upgrades
Business inspired changes
IT inspired changes
Support Packages Notes ... © SAP 2008 / Page 1
SAP Implementation • Executive & LOB sponsorship • Committed vendor/SI support • Project budget
SAP in Production • Silo teams with each their own focus • Frequent Changes, Updates & Upgrades, SOX • Limited Vendor, SI or other resources Usually 80% reduction in team size
© SAP AG
E2E040
5-58
Testing along the Software Lifecycle Implementation Project Project Preparation Test planning
Business Blueprint
Realization Development/Test
Business Blueprint Doc
Final Preparation and Go Live
Testing & Bug Fixing is ~30% of total project effort
Test Concept
Functional sign off
Operation, Release Delivery Test in Solution Manager
OK
Regression Test
Final Accep. Test
Bug Fixing
Bug Fixing
User Acceptance Test
Unit Test (Debugging)
Bug Fixing
Review
Integration Test
Review
Performance Test
Code Freeze Test Case Development
OK
Performance sign off
System OK sign off
© SAP 2008 / Page 1
In average testing and bug fixing consumes 30% of the project resources and duration. Testing shall be planned accordingly.
At the project planning and preparation the coarse testing phases are scheduled. The test coordinator plans the test phases in detail and supports the project manager in coarse planning.
During the business blueprint phase the test coordinator develops the test concept with support of the technical implementation team and the business analyst. The test coordinator ensures that while the business blueprint structure is build test cases are described and developed according to the business processes. Testers for the first test phase are nominated and invited.
Before each test phase an update of the test concept is required. The test coordinator verifies the test cases and ensures the creation and update. The test coordinator creates for each test phase a test plan and tester assignment.
© SAP AG
E2E040
5-59
Testing – Process in Detail
Business Blueprint & Configuration Selected Business Scenarios Internet Sales: B2C Business Processes Business-to-Consumer Register in Web Shop Select Product Update Shopping Basket Order Processing
Test Plan
Selected Business Scenarios
Central definition and preparation of test plans and packages Assign test packages to Testers
Internet Sales: B2C Business Processes Business-to-Consumer Register in Web Shop Select Product Update Shopping Basket Order Processing
Create Order
Create Order
Process Order
Process Order
Testers find test packages in their personal Worklist and execute the test e.g using eCATTs
Check the status of your tests in the Status Info System © SAP 2008 / Page 1
You organize tests after you have created a Business Blueprint and made initial configurations in the Realization phase.
The first step of test organization in more detail is creating a test plan. During the Business Blueprint phase, you have created a project structure, consisting of business scenarios, processes and process steps. You have then assigned transactions and test cases to process steps. When you create a test plan, the system will offer you exactly this project structure as a basis for your test plans. In addition, the system will also provide all those manual and automated test cases you have already assigned to processes or process steps, and you can select them for your test plan.
© SAP AG
E2E040
5-60
Change Request Management - Overview of Change Requests and Documents
Show the overview of the change request management in the work center Change Management
© SAP AG
E2E040
5-61
DEMO
Demo
© SAP 2008
Go to the Solution Manager on the TT4-system
Login with:
User: E2E040-Owner
PW: training
Show the work center „change Management“ and the entry screen for „Test Management”
© SAP AG
E2E040
5-62
Performance Tests Performance Tests
Response time of important transactions
Runtime of critical background jobs
Performance tests are usually highly automated
Load and Stress Tests
During a Load Test, the performance of a system, depending on the amount of users working simultaneously in a system, is tested and monitored. Therefore, Virtual Users are deployed.
A Stress Test analyses the performance of a system under extreme conditions, e.g. by creating mass data.
Period-end closing test
Goal of both load and stress testing is the identification of so-called „bottlenecks“, that harm system performance.
© SAP 2008
In performance tests the throughput and response times of the system are measured. Performancetests are an important extension of pure functional tests. A prerequisite for the execution of performance tests is the functional correctness of the application to be tested.
© SAP AG
E2E040
5-63
Loadgeneration by External Tools
Controller
Loadgenerator
Server (e.g. EP)
Controls the test Collects monitoring
Backend (e.g. ERP)
data
Monitoring J2EE
Database
Monitoring CCMS Operating System
Monitoring DB Monitoring OS
© SAP 2008
The first step in the execution of automated load tests is to record scripts. Then the scripts can run in parallel.
The number of parallel executions is controlled by a controller.
The controller also collects monitoring data from the different systems and platforms which are involved in the test.
© SAP AG
E2E040
5-64
SAP Loadrunner by Mercury - Loadtest Generator
© SAP 2008
This is a screenshot of SAP Loadrunner by Mercury. In the box „Scenario Groups“ you see two different test scripts which run in parallel. In this example the script „test1“ is executed 30 times in parallel. The script „empty“ did not yet start. You can start and stop scripts or add virtual users with the buttons next to the „Scenario Groups“.
In the lower part of the screenshot, certain monitoring data is collected. The graphs show the number of virtual users (Vusers), the hits per second, the transaction response time and the Windows resources.
After the test run the monitoring data is available for further analysis.
© SAP AG
E2E040
5-65
Change Control Management: Unit Summary
You should now be able to:
Explain the characteristics of E2E Change Diagnostics
Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments
Describe the goal and processes of the Change Request Management
Describe the characteristics of Maintenance Management
Describe the tools and benefits of Test Management
© SAP 2008
© SAP AG
E2E040
5-66
Change Control Management: Unit Overview
Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications
© SAP 2008
© SAP AG
E2E040
5-67
Release and Maintenance Strategy SAP ERP
Ext. Maint. (+ 2%)*
Mainstream Maintenance
mySAP ERP 2004
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Ext. Maintenance (+ 4%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
SAP R/3 Enterprise 47x200
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
SAP R/3 Enterprise 47x110
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Ext. Maint. (+ 2%)*
This strategy is also valid for all industryspecific add-on applications and SAP enhancement packages for SAP ERP based on the releases above.
2010
Mar
2009
Mar
2008
Dec Mar
Mar
Dec 2007
Mar
2006
Customer-Specific Maintenance
Mar
2005
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Dec
Ext. Maint. (+ 4%)*
Oct
SAP R/3 3.1I – 4.6B
Mainstr. Maintenance
Jun
SAP R/3 4.6C
Customer-Specific Maintenance
2011
2012
2013
2014
Mar
RampUp
SAP ERP 6.0**
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations. © SAP 2008
© SAP AG
E2E040
5-68
Release and Maintenance Strategy SAP BW
Mainstream Maintenance
Mainstream Maintenance
Customer-Specific Maintenance
2005
2006
Dec
SAP BW 3.0B
Jun
Customer-Specific Maintenance
Oct
SAP BW 3.1
2007
2008
2009
Ext. Maint. (+ 2%)*
Mar
SAP NetWeaver 2004
2010
2011
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Ext. Maintenance (+ 4%)*
2012
Customer-Specific Maintenance
2013
2014
Mar
RampUp
Mar
SAP NetWeaver 7.0**
Mainstream Maintenance
Mar
RampUp
Mar
SAP NetWeaver 7.1
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S. Potential maintenance extension for SAP NetWeaver 7.0 pending partner negotiations. © SAP 2008 / Page 1
© SAP AG
E2E040
5-69
Release and Maintenance Strategy SAP CRM
Mainstream Maintenance
Mainstream Maintenance
SAP CRM 3.0, 3.1
2006
2007
2008
Dec
Nov
Dec
Dec
Jun
Oct
Customer-Specific Maintenance
2005
2009
Customer-Specific Maintenance
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
*** Restrictions for SAP CRM 4.0: 6.20 Java stack supported only until Dec 2006; only 6.40 Java stack supported beyond Dec 2006 SUN JDK 1.3.1 (mobile scenarios using SAP CRM IPC): SUN will not support this JDK version beyond December 2006. There is no compatible replacement version for this JDK. Therefore customers can continue using this JDK at their own risk, or have to upgrade to a higher CRM release. Customers should take note of the supported SAP Kernel releases and their end of maintenance dates, and the supported operating system and database versions for each SAP Kernel release. SAP cannot support components provided by third-party suppliers (for example operating systems, databases and middleware components), which have run out of maintenance by their suppliers. The customer may therefore have to upgrade to more recent versions of these components
Mainstream Maintenance***
SAP CRM 4.0
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Ext. Maintenance (+ 4%)*
2010
Mar
RampUp
Ext. Maint. (+ 2%)*
Mar
SAP CRM 2005 (SAP CRM 5.0)
Customer-Specific Maintenance
Mar
RU
Ext. Maintenance (+ 4%)*
Mar
SAP CRM 2007 (SAP CRM 6.0)
Ext. Maint. (+ 2%)*
2011
2012
2013
2014
Mar
RU
SAP CRM 7.0**
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations © SAP 2008 / Page 1
© SAP AG
E2E040
5-70
Release and Maintenance Strategy SAP SCM
Mainstream Maintenance
RU
SAP SCM 7.0**
RampUp
SAP SCM 2007 (SAP SCM 5.1)
RampUp
SAP SCM 2005 (SAP SCM 5.0)
mySAP SCM 2004 (SAP SCM 4.1)
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Mainstream Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Ext. Maintenance (+ 4%)*
Ext .Maintenance (+ 4%)*
Customer-Specific Maintenance
Customer-Specific Maintenance
Customer-Specific Maintenance
Customer-Specific Maintenance
2010
2011
2012
2013
2014
Mar
Mar
2009
Mar
2008
Mar
2007
Mar
Dec
Nov
2006
Jun Aug
Jun
Dec 2005
Mar
Customer-Specific Maintenance
SAP SCM 4.0
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations © SAP 2008 / Page 1
© SAP AG
E2E040
5-71
Release and Maintenance Strategy SAP SRM
Mainstream Maintenance
SAP SRM 2007 (SAP SRM 6.0)
Mainstream Maintenance
RU
RampUp
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Customer-Specific Maintenance
*** SAP SRM 3.0: Requisite 3.5 supported only until June 2005; only Requisite 4.0 supported beyond June 2005 and to Dec 2006
Mar
2009
Ext. Maintenance (+ 4%)*
Mar
2008
Customer-Specific Maintenance
Mar
Dec 2007
Ext. Maintenance (+ 4%)*
Mar
2006
Dec
Jun
Oct 2005
Ext. Maint. (+ 2%)*
Customer-Specific Maintenance
***
Nov
SAP SRM 3.0
Ext. Maint. (+ 2%)*
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Mainstream Maintenance
Customer-Specific Maintenance
Mar
mySAP SRM 2004 (SAP SRM 4.0)
Ext. Maintenance (+ 4%)*
Mar
SAP SRM 2005 (SAP SRM 5.0)
Ext. Maint. (+ 2%)*
2010
2011
2012
2013
2014
2015
Mar
RU
SAP SRM 7.0**
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations © SAP 2008 / Page 1
© SAP AG
E2E040
5-72
Release and Maintenance Strategy SAP SEM
Customer-Specific Maintenance
2005
2006
2007
2008
2009
2010
2011
2012
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Customer-Specific Maintenance
2013
2014
Mar
SAP SEM 3.1B
Ext. Maintenance (+ 4%)*
Mar
Customer-Specific Maintenance
Dec
SAP SEM 3.2
Jun
Customer-Specific Maintenance
Oct
SAP SEM 3.5
Ext. Maint. (+ 2%)*
Mar
Mainstream Maintenance
Mar
mySAP ERP 2004
Ext. Maint. (+ 2%)*
Mainstream Maintenance
Mar
RampUp
SAP ERP 6.0**
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations. © SAP 2008 / Page 1
© SAP AG
E2E040
5-73
Release and Maintenance Strategy SAP Enterprise Portal SAP NetWeaver 7.1
RampUp
SAP NetWeaver 7.0**
RampUp
SAP NetWeaver 2004
Mainstream Maintenance
Mainstream Maintenance
Mainstream Maintenance
SAP Enterprise Portal 6.0_6.20
Ext. Maint. (+ 2%)*
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Ext. Maint. (+ 2%)*
Ext. Maintenance (+ 4%)*
Customer-Specific Maintenance
Customer-Specific Maintenance
Ext. Maintenance (+ 4%)*
2009
2011
2012
2013
2014
Mar
2010
Mar
2008
Mar
Dec 2007
Mar
2006
Mar
2005
Jun
Oct
Customer-Specific Maintenance
2015
2016
* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S. Potential maintenance extension for SAP NetWeaver 7.0 pending partner negotiations. © SAP 2008 / Page 1
© SAP AG
E2E040
5-74
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP- Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
6-1
Business Process Operations
Contents:
Job Scheduling Management
Business Process and Interface Monitoring
Business Process Performance Optimization
Data Consistency and Data Volume Management
© SAP 2008
© SAP AG
E2E040
6-2
Business Process Operations: Unit Objectives
After completing this unit, you will be able to:
Explain the characteristics and activities of the Job Scheduling Management
Describe the goals and processes of Business Process and Interface Monitoring
Explain the methodology and benefits of Data Volume Management
© SAP 2008
© SAP AG
E2E040
6-3
Business Process Operations: Unit Overview
Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-4
Job Scheduling Management Business Process Performance Optimization
Data Volume Management Job Scheduling Management Archiving Backup Transports
MRP Run 1000 MRP Run 2000
Billing Run Reorganization
MRP Run 3000
Data Consistency Management
Business Process & Interface Monitoring
© SAP 2008 / Page 1
Besides the technical job documentation one should also document error-handling and monitoring procedures which also helps BPMon
If jobs exceed an expected maximum duration which might be detected by BPMon, then this might lead to a re-scheduling of the jobs
Jobs that check data consistency have usually a long runtime so that they need some special consideration in the scheduling. Additionally these jobs should often not run in parallel to dependent application related jobs. This leads to further scheduling restrictions.
Archiving and reorganization jobs have often long runtimes so that they need some special consideration in the scheduling. On the other hand the job runtime might be significantly improved by reducing the data volume to be processed
BPPO might reduce the runtime of long-running jobs or ease bottleneck situations by reducing the HW utilization of jobs.
© SAP AG
E2E040
6-5
Job Scheduling Management – Process View Business Department Create Job Request
Receive Confirmation
Plan job request
Create job
End/Key User
Document job Test job Schedule job Run job Monitor job
SAP Technology Operation Team
Error
Perform Root Cause Analysis Application Management Team
IT Support Organization © SAP 2008 / Page 1
© SAP AG
E2E040
6-6
Example productive jobnet HR
© SAP 2008 / Page 1
Necessary for Job Scheduling Management are: • Overview of all business and maintenance activities • Organization for Job Scheduling Management • Concept for Job Scheduling Management - Tasks and responsibilities - Time schedule - Escalation procedures • Tools for scheduling and monitoring.
Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:
There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.
There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.
© SAP AG
E2E040
6-7
Operation Phases for Job Scheduling Management 1/2 Planning Get an overview of which activities have to be executed Make a time schedule for all activities Scheduling or Controlling Information gained during the planning phase is brought into action Actual job data is entered into system landscape Some activities require user action (such as raising an event or manual start of job) Check that all activities stay on schedule
© SAP 2008 / Page 1
Necessary for Job Scheduling Management are: • Overview of all business and maintenance activities • Organization for Job Scheduling Management • Concept for Job Scheduling Management - Tasks and responsibilities - Time schedule - Escalation procedures • Tools for scheduling and monitoring.
Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:
There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.
There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.
© SAP AG
E2E040
6-8
Operation Phases for Job Scheduling Management 2/2 Monitoring and Analysis See if activities are canceled because of errors For certain background activities, error logs must be checked Based on execution time, certain activities must be rescheduled React
to error situations (such as restart or abort background job)
All these activities should be performed centrally.
© SAP 2008 / Page 1
Necessary for Job Scheduling Management are: • Overview of all business and maintenance activities • Organization for Job Scheduling Management • Concept for Job Scheduling Management - Tasks and responsibilities - Time schedule - Escalation procedures • Tools for scheduling and monitoring.
Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:
There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.
There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.
© SAP AG
E2E040
6-9
Influencing Factors 1/2 Time Restrictions Certain business activities have time restrictions and requirements – such as the creation of deliveries between 8 a.m. and 9 a.m. Resource Restrictions Hardware capacity (CPU, memory) is a restriction for activities running in parallel Need for Maintenance Activities Periodic maintenance activities that require a time window or system downtime – such as database backups Limitations on Activities Running in Parallel Functional limitations that certain activities should not run in parallel – such as document processing parallel to consistency checks
© SAP 2008 / Page 1
Hardware resources set a limit for the processing of parallel activities
Optimal performance and optimal throughput is reached if the hardware resources are used optimally
Hardware resources that can limit the parallel processing • Number of CPUs (for application and database server) • Available main memory • Network capacity.
For an SAP R/3 infrastructure, available CPUs and memory are the most critical resources.
© SAP AG
E2E040
6-10
Influencing Factors 2/2 Different Priorities for Activities Activities in business operations always have different priorities – for example, document processing is more important than reporting Priorities are defined by the business and business owners Different business owners see priorities differently – conflict! Different Regional Requirements Regional subsidiaries of an international company can have their own requirements for scheduling activities Combination of the different requirements can be critical
© SAP 2008 / Page 1
In a solution landscape, some activities can be scheduled individually and others cannot. For example, you can schedule a database backup to run every night starting at 10 pm, but online sales order entry cannot be scheduled if customers place their orders by telephone. However, you can define a time window for customers calls, for example, the business hours of the call center.
Activities are associated either with business operations or with maintenance and administration. • Business activities include all processing activities in the solution landscape that are required to run the business of the company. Typically, the activities come from the execution of the business processes or business reporting. • Maintenance and administration includes all activities that are required to maintain and manage the hardware and software components.
© SAP AG
E2E040
6-11
Scheduling Requirements New Requirements in Scheduling With SAP NetWeaver as an integration platform, cross-component business process automation is required for ABAP and Java. Major parts of business processes are ‘scheduled’ (time-dependent, eventtriggered). The ‘conventional’ SAP scheduling functionality is not sufficient to fulfill the business needs. SAP Partners with Redwood Software Redwood is an industry-leading job scheduling software company (in SAP and nonSAP environments). Redwood has a deep integration into SAP Net Weaver. Additionally, the long standing software partnership between SAP and Redwood is the best basis for building an integrated job scheduling solution.
© SAP 2008 / Page 1
© SAP AG
E2E040
6-12
Comparison: SM36 vs. SAP Central Process Scheduler 1/2 SM36
SAP Process Scheduler
Scheduling of SAP jobs only Scheduling for one system
Scheduling of SAP and non-SAP jobs Central Scheduling for entire system landscape
Mainly time-driven scheduling
Mainly event-driven scheduling (higher throughput)
Only three different job classes A, B, C
Job priorities between 1-100
Only two queues (class A vs. class B and C)
Several logical queues can be created (e.g. per application)
No job chain functionality (job waits at max for one job to finish, no external parallelization)
Job chain functionality (job can wait for several events to happen, parallelization)
No automation possible
Process automation depending on raised events
© SAP 2008
With SM36 it is only possible to schedule SAP jobs. The same applies for the Basic Cronacle version for SAP NetWeaver. With the Full Cronacle version it is also possible to schedule non-SAP jobs, operating system commands and Java Beans
While it is only possible with SM36 to schedule SAP jobs in the one system you are logged on to, with Cronacle it is possible to schedule SAP jobs centrally across the entire SAP System Landscape. With the Full Cronacle version it is also possible to really schedule across the entire (SAP and non-SAP) System Landscape centrally.
With SM36 the majority of jobs is scheduled time-driven as there exist technical restrictions that jobs can only react on one event at a time. Hence the job schedule is quite static and fix. With Cronacle most of the jobs are scheduled event-driven as one job can wait for several events to be raised (e.g. do not start before job A, B and C have successfully finished). Hence the job schedule is more dynamic and most of the time a higher/faster data throughput can be achieved.
SM36 allows only the differentiation between three job classes (A,B,C) where C should be the regular job and A should be reserved for those jobs that have to be executed under any circumstance. Cronacle allows a much broader differentiation of job priorities, i.e. values between 1-100
© SAP AG
E2E040
6-13
Comparison: SM36 vs. SAP Central Process Scheduler 2/2 SM36
SAP Process Scheduler
Not possible to schedule periodic jobs only at certain time frames (business hours)
Several time frames can be defined and included/excluded into each other
One job per variant (e.g. per plant)
One job definition can be used with different parameters
Simple workload distribution (depending on free BTC work processes)
Sophisticated workload (depending on CPU utilization, Memory paging etc. )
Job dependencies hardly considered
No control over jobs that are directly scheduled by end-users
No control over parent-child jobs
Job dependencies across systems (SAP and non-SAP) considered End-user jobs can be intercepted
Possible to check if all related child jobs are successfully finished
© SAP 2008
A common problem for customers is how to proceed with users that want to schedule ad-hoc jobs? So in the SM36 environment you can just decide if you give authorization to end-users or key-users to schedule jobs or if you don’t grant this permission. Once users have this permission the operations team responsible for job-scheduling has no control over these jobs. With Cronacle it is possible to define specific users or user groups which are checked for ad-hoc jobs. Whenever one of the mentioned users schedules a job this job is intercepted and checked for rules on how to proceed. Should the job really run immediately or should it be scheduled at a later point in time.
Example: Many end-users schedule execute reports on Friday afternoon where they are just interested in the result on Monday morning when they are back in the office. These jobs might block valuable resources on Friday afternoon that are needed for important jobs that have to be finished until Saturday. Hence the end-user jobs could be intercepted and then run on Sunday when there is not much load on the system.
If you have one report that should be scheduled with different variants (e.g. for different plants) via SM36 you have to define and schedule one job per variant. In Cronacle you could define just one job and schedule this job just with different parameters according to the needed variant. Hence you find far less job definitions in the system.
Example for parent child job is given on the next slides
© SAP AG
E2E040
6-14
Scheduling in SAP Central Process Scheduler (1/2)
© SAP 2008
This is the UI for the Central Process Scheduler
© SAP AG
E2E040
6-15
Scheduling in SAP Central Process Scheduler (2/2)
© SAP 2008
How to schedule a job in the Central Process Scheduler
© SAP AG
E2E040
6-16
Work center – Job Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-17
Workcenter Job Management Workcenter Capabilities
Related Standards
Central job monitoring list
Display documention
Scheduling view
Reports
Job creation messaging
Job Scheduling Management
Central Tasks
Job monitoring console
Job documentation repository
Job scheduling
Reporting
© SAP 2007 2008 / Page 1
© SAP AG
E2E040
6-18
DEMO
Demo
© SAP 2008
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the work center „Job Management“ and the “job scheduling” in TT4
© SAP AG
E2E040
6-19
Business Process Operations: Unit Overview
Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-20
Initial Customer Situation
Headquarter
Production
Customer Supplier
EDI EDI
EDI
EDI
EDI
EDI
Distributor EDI
Warehouse
Subcontractors
© SAP 2008 / Page 1
Complex solution landscape
Different systems in different physical locations
Large number of interfaces
IT recognizes problem situation Æ Impossible to know business relevance of problem situations within the landscape
© SAP AG
E2E040
6-21
Purpose of Business Process and Interface Monitoring SAP R/3 Headquarter Customer CRM
Production SCM/APO
Supplier
Problem occurs somewhere in the solution landscape
SRM/EBP
Distributor Legacy System Warehouse WMS
Who reacts? How? When is 2nd level informed? Who is the escalation contact?
Which part of the core business process is affected?
Subcontractor Legacy System
CRM - C00
SAP ECC - TT5
Create Sales Order
Create Sales Order
SAP ENTERPRISE PORTAL - EPP Create Sales Order
Check Availability
Run MRP Procurement Process
Manufacturing Process
Warehouse - TT5
Create Outbound Delivery
Create Outbound Delivery
Create Picking Transfer Order
Post Goods Issue
Post Goods Issue
Confirm Picking Transfer Order
Create Billing Document © SAP 2008 / Page 1
Purpose of Business Process Monitoring is to help you determine the business relevance of problems in your system landscape and enable your solution support organization to • detect business critical situations as fast as possible (before they disrupt the flow of the business process) by defined monitoring responsibilities (who is supposed to notice the problem) and monitoring tasks (what has to be done to observe a problem) • react effectively and efficiently in case of problems to solve them as quickly as possible by defined error handling procedures (how do you have to react) and escalation paths (whom do you have to contact if the error handling procedures don’t solve the problem).
This way, you prevent cost-intensive downtime of the business process.
© SAP AG
E2E040
6-22
Typical Error Situations for Sample Process
CRM - C00
SAP ECC - TT5
SAP ENTERPRISE PORTAL - EPP
Create Sales Order
Create Sales Order
Create Sales Order
Job SD_CREATE_SALES_ORDERS_2H cancels regularly
Check Availability
MRP run not started
Run MRP
Replication of the Outbound Delivery fails
Procurement Process
Manufacturing Process
Create Outbound Delivery Create Billing Document
Post Goods Issue
Warehouse - TT5 Create Outbound Delivery
Create Picking Transfer Order
Post Goods Issue
Confirm Picking Transfer Order
Goods Issues are not posted © SAP 2008 / Page 1
Sample process “Order to Cash” for company IDES
The are typical error situations that would be covered by Business Process sand Interface Monitoring.
© SAP AG
E2E040
6-23
Definition of Business Process and Interface Monitoring Definition of Business Process and Interface Monitoring Business
Process and Interface Monitoring is the proactive and 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. Organizational processes must be designed and controlled.
© SAP 2008 / Page 1
© SAP AG
E2E040
6-24
Functional Scope of Business Process Monitoring
Includes the solution-wide observation of: Job
scheduling management Key Performance Indicators (performance, throughput) Business application logs (e.g., application log, due list log etc.) Business process completion Data transfer via interfaces between software components Technical infrastructure and components required to run the business processes Comprises: Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation procedures Tight integration into the customer’s solution support organization.
© SAP 2008 / Page 1
© SAP AG
E2E040
6-25
Starting Point for Business Process and Interface Monitoring concept Phases of a Software Implementation Project Strategic Framework
Technical Technical and and Integration Operations Design Implementation
Define and Create a Monitoring Concept
Implement the Monitoring Concept
Cutover and Start of Production
Start Monitoring
Operations and Continuous Improvement
Continuous Improvement
Ideal Starting Point: Creation of Monitoring concept started during the “Technical and Integration Design” phase of implementation project Later Starting Points: Establishing a Business Process and Interface Monitoring concept can be started during a later phase of at any time during the productive operation of the business processes.
© SAP 2008 / Page 1
A Business Process Monitoring concept is part of the operations concept for the entire solution. It should ideally be established during the implementation phase of a project and be handed over to productive operations with the GoLive of the business processes. This way the business processes are already properly monitored after they have gone live.
Creating a Business Process Monitoring concept consists of several steps.
© SAP AG
E2E040
6-26
Example: Interface overview personal administration PENSION
WANDA
UNFAS
PEDATIS-AVU
DIAS
MEDIF
DEPOT/DB2
DIALOG
BIBLO
APM
WEGA ORGMAN
KOPAS/PROFIS
xsdLDE-Mail
TARSYS
xsdLDE-LINIE BASIS 2
MAIL/KMAIL MABON Kreditorg. VIL
PERSONAL administration
LDE-RACER DE-HLS
Course Planning
LDE-X500
PEPlan
RACER
BALTIS / BAV GEWAS
Mailings
SOWAS
FAVAS
ELBA
RECALL
Insurance
Accident
© SAP 2008 / Page 1
© SAP AG
E2E040
6-27
Example: Interface overview Time and Payroll Gewerkschaft IGM Statisches Landesamt
Medical
MBF
Zimt-Kobra DB2
K123S / Ye234S overtimeit
Salessystem
Loan Reporting
IDENTA
Beitragsrückstellung
Costs MABES Hours 1. SA61 Rentenversicherung Hours 2 SA29 4 Schnittstellen ZWP ZUBESY
Time Management
VW-BKK
CO
VOTEX DIALYS
Sammelinkasso
Masterdata
Liss
FI
American Express
Time reduction
Depot BKK-LBR / IDV-BKK
DFER
Wesas: SA51 Payroll view Wesas: Worked hours Wesas: SA63 worked hours. Bank 2: BZA-Einzelnachweis Bank 3: xx077A Bank 4: yy970A
Payroll V.I.S. Consumers Houses Div. Bank Interfaces
BIAS-IKTS
Bank internal
Internal Insurance
PVCSEDR
Div. Bank Interfaces Div. Bank Interfaces © SAP 2008 / Page 1
© SAP AG
E2E040
6-28
Example: System Integration
1,2,3 PDAL1P Loan active
1,2,3 PDAG1P Manager active 1,2
1,2,3
1,2,3
PDEG1P Payroll Leave
xxEL1P Loan Leave
1
1
1,2 1B,2,3B Pension
Cost center
1,2,3 Social Contact.
1
1B,2,3B 1 PDSXCP Keys
1 PDAA1P Expatiots
1
3
3B
Workers
PDSXZP Workingsystems
3
XCD 2
MCX
Accident 3
1,2,3
PDFL1P Special Workers
PDRXAP Log – Files
1,2 PDDBNP Name
2 2 PEZXSP Key 2
2 1,2,3
1,2,3
1
PDV01P Availability
PDZ01P Access
PDNXGP Birthday
PDDXBP Ilnnes archiv
Time – Information
DB will be integrated DB will not be integrated © SAP 2008 / Page 1
© SAP AG
E2E040
6-29
Work Center - Business Process and Interface Monitoring
© SAP 2008 / Page 1
© SAP AG
E2E040
6-30
Workcenter Business Process and Interface Monitoring Workcenter Capabilities
Related Standards
Business process alert graphics
Business Process & Interface Monitoring
Drill-down from graphic to alert analysis
Exception Handling
Reporting
Data integrity
Link to projects and directory
Job Scheduling Management
Transactional Consistency
Data Volume Management
Central Tasks
View alerts by process
Navigate from process graphic to alerts
Reporting
© SAP 2007 2008 / Page 1
© SAP AG
E2E040
6-31
DEMO
Demo
© SAP 2008
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the Work Center - Business Process and Interface Monitoring
Show the solution directory and then drill down in the business process monitoring
© SAP AG
E2E040
6-32
Business Process Operations: Unit Overview
Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-33
Goal of the Process Performance Optimization (BPPO) approach Goal: The BPPO wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process
Non-SAP
SAP ERP
Step 2a
Input
Step 1
SAP SCM
Step 4a
Step 2b
Step 3
SAP BI
Step 5
Step 4b
Output
Step 4c
© SAP 2008 / Page 1
Goal: Business Process Performance Optimization (BPPO) wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process
Example of Data Flow from Legacy over SAP ERP, SAP SCM to SAP BI system
© SAP AG
E2E040
6-34
When is BPPO applicable? BPPO is most applicable if you anticipate or already faced performance bottleneck situations The business processes and their dependencies need to be understood in both cases (during implementation and operations): Relevant Life Cycle Phase
Challenges
Our Value
Support Integration Testing
Check Performance of time critical Processes & Steps
Performance Analysis & Tuning
Support Cutover / Go Live
Performance of Processes after Go Live – Challenge of first Period Closing
Detect and eliminate bottlenecks as early as possible
Support Continuous Improvement
Managing Performance if Business Volume is growing
Reduce utilization of hardware resources to manage business volume growth
© SAP 2008 / Page 1
BPPO is applicable during implementation and operations
© SAP AG
E2E040
6-35
Business Process Operations: Unit Overview
Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-36
Reasons for Data Inconsistencies: Why they occur
User Level Data inconsistencies due to Real world operation ≠ system transaction Wrong programming of transaction
Application Level Data inconsistencies within one system or between two systems due to Logical inconsistencies in application integration Errors in application programs Absence of error handling
Technology Level Data inconsistencies due to Absence of transactional correctness Data Loss
© SAP 2008
Transactional Consistency SAP provides standards for check routines and consistency reports/procedures that allow synchronizing the transactional data end to end across the different business applications.
Data Inconsistencies Standard and best practice to avoid Data Inconsistencies • Prevention Data Inconsistencies with Cross-System-Monitoring controlling transport logistics (“No Transports into a Running System” and “No Changes to Existing Customizing Objects) • Ensure business continuity while having data inconsistencies and corrective activities
© SAP AG
E2E040
6-37
Inconsistency Assessment
Severity
Difference vs Inconsistency
Technical Understanding
How has the inconsistent behavior been noticed and identified ? Is the difference reproducible or did it occur only once? Do the inconsistencies disappear and appear again after some time?
Are the same inconsistencies reported? How did you see that they are the same?
How does the detection work technically? Which tables and table fields are compared? How is the data mapped?
User Level
Leading Systems
Has a new system or process been introduced recently? Did the end user training contain instructions how to handle exceptions? Have the users been used to another system/transaction/report for similar tasks in the past?
What is the role of the involved system? Which one is the leading system? Which tables and table fields are mapped?
Are interfaces to other systems involved in these steps or in prior steps regarding the used business data? What interface technology do you use between the two systems? Is custom made coding used? Do you trigger more than one step by one call of the interface? What measures have been taken to ensure that the interfaces are transactional correct?
Please describe your monitoring and error handling concept
Transactional Correctness
Which Business Objects and Processes are affected? What is the business impact of the inconsistency?
© SAP 2008 / Page 1
Goal of the assessment is to identify potential root causes. The same considerations governing the assessment need to be taken into account during daily operation of the systems and business processes. Very often one of the most crucial decisions to be taken is if you can continue working in the system or whether you have to stop the productive work. For this decision the situation and the possible impact of a continuation versus a stop of system usage needs to be gauged carefully based on the business impact in both cases. Thus, the first step of the assessment should be to understand the business impact and which processes and data are affected.
Once the severity of the inconsistency has been established and it is known which business process are affected the next step should be to investigate the inconsistency detection process and the inconsistency in more detail. The questions should aim to find out whether there is a true technical inconsistency or just a temporary difference.
Sometimes differences reported as technical inconsistencies with a request for correction are no real technical inconsistencies but for example temporary inconsistencies. Sometimes wrong data are compared, the used report is handled incorrectly or the results are interpreted wrongly. Correcting for example temporary inconsistencies leads again to inconsistencies. Therefore one of the first steps to be done for the root cause analysis of a reported inconsistency is to clarify how the inconsistency has been found. This process should be checked critically.
The next questions should collect more detail on the process and provide the technical data background to verify the correctness of the data mapping and inconsistency checking process.
When more than one system is involved other root causes than in a one system environment may exist. The analysis path differs from the path with only one system.
© SAP AG
E2E040
6-38
Example reports to detect Inconsistencies
CRM: DIMa: Data Integrity Manager (CRM R/3, CRM mobile client database)
R/3, ECC: transaction LX23: Stock Comparison Inventory Management/Warehouse Management
APO: /SAPAPO/CIF_DELTAREPORT3 APO-CIF - Compare and reconcile transaction data
APO: /SAPAPO/SDRQCR21 R/3 Mapping tables
APO: /SAPAPO/TS_LCM_CONS_CHECK APO: Consistency Check for Time Series of DP and SNP of a selected Planning Area
APO: /SAPAPO/CONSCHK APO: Model consistency checker
APO: /SAPAPO/OM17 overall internal consistency between liveCache and APO-DB
R/3, ECC: SDRQCR21: Recovery of Sales and Delivery Requirements
R/3, ECC: transaction MB5K (RM07KO01): Stock Consistency Check
R/3, ECC: RM07MMFI - MM/FI Balance Comparison
APO SD Order/Deliveries, requirements and all SD
LC
© SAP 2008 / Page 1
© SAP AG
E2E040
6-39
Business Process Operations: Unit Overview
Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-40
Data Volume Strategy: Methodology Data Volume Strategy
Î
Data Avoidance
Î
Data Summarization
Î
Data Deletion
Î
Data Archiving
Reduction of DB-growth
Reduction of DB-size + DB-growth
© SAP 2008 / Page 1
Overview of Standard Methodologies of DVM Strategy
© SAP AG
E2E040
6-41
Data Volume Management Process 1/2
Data Volume Scoping
Identify the focus for reducing database size and growth
Decision on Optimization Strategy (Data Volume Strategy vs. Business Process Analysis )
Detailed analysis regarding the feasibility of implementing reduction options
Data Volume Strategy
Avoidance, Summarization
Deletion, Archiving
Considering business process requirements (workshops with business experts), technical constraints
© SAP 2008 / Page 1
© SAP AG
E2E040
6-42
Data Volume Management Process 2/2
Data Volume Reporting
Focus on reporting of
Current database size and growth
Current data archiving activities
Reduction potential by data deletion and data archiving
Identification of
Additional data reduction potential
Optimization potential for data archiving
Basis for
Management Reporting
Decision-Making of follow-up actions
© SAP 2008 / Page 1
© SAP AG
E2E040
6-43
Sample Business Scenario: Distribution of the Top 20 Tables across Document Types Analyzed DB-Size of 405 GB AFRU MSEG 10 GB; 2% 17 GB; 4% RESB 24 GB; 6%
CO-Documents COEP, COEPL, COSP, COSS 159 GB; 39%
JEST 12 GB; 3% BALDAT 11 GB; 3%
EC-PCA-Documents FI-SL-Documents Cost Estimates ML-Data Compressed Data from FI/CO Documents
EDIDS 29 GB; 7%
FI-Documents Idocs Application Logs
BKPF, BSIS 22 GB; 6%
Object Status Reservation/dependent requirements
ACCTIT, ACCTCR 28 GB; 7%
Material Documents Order completion confirmations
MLIT, MLCR, CKMLPREKEPH 33 GB; 8%
CKIS 17 GB; 4%
GLPCA 31 GB; 8% GLFUNCA 13 GB; 3%
© SAP 2008 / Page 1
Shows the distribution of the top 20 tables across the document types
© SAP AG
E2E040
6-44
Sample Business Scenario: Archiving History of SAP ERP System Archiving Runs
First Run
Last Run
Archived Objects)
Number of Archiving Files
CO
4
20.10.1999
22.11.1999
612
5
46.256
CO_ML_BEL
CO-PC
12
03.05.2004
22.07.2004
5.099.460
178
3.682.918
CO_ML_DAT
CO-PC
11
05.05.2004
22.07.2004
5.953.137
205
1.600.362
CO_ML_IDX
CO-PC
6
07.05.2004
29.07.2004
5.260.731
181
1.637.004
CO_ML_SPL
CO-PC
8
07.05.2004
22.07.2004
2.049.756
75
553.004
CO_ORDER
CO
7
02.11.1999
19.02.2003
21.320
9
89.082
FI_DOCUMNT
FI
7
31.07.1999
26.11.1999
590.589
26
561.345
IDOC
CA
83
21.05.2004
23.05.2004
5.160.607
120
4.284.231
MM_EBAN
MM
1
25.10.1999
25.10.1999
35.543
4
29.493
MM_EKKO
MM
2
26.10.1999
30.11.1999
3.015
2
6.785
MM_MATBEL
MM
1
19.10.1999
19.10.1999
78.665
8
32.274
MM_SPSTOCK
MM
90
01.12.2002
20.12.2002
269
88
5.974
…
…
…
…
…
...
24.257.568
946
12.542.779
Archiving Object
Area
CO_COSTCTR
… Total
…
277
Size of Archive Files (KB)
© SAP 2008 / Page 1
It shows the performed archiving activities on the system
Regarding the last run you can see if archiving is used currently and also how often and how efficient
Only complete arching runs (archiving write and deletion completed) are listed
© SAP AG
E2E040
6-45
Example: Archiving Potential of Top Tables per Appl. Component Archiving Potential per Application Component 11 %
13 %
CA CO CO-PC
13 %
EC-PCA FI FI-SL
4% 37 %
MM Others Application Component
15 %
4%
3%
Archiving Potential (GB)
CA
29,9
CO
84,7
CO-PC
7,6
EC-PCA
9,8
FI
34,7
FI-SL
9,8
MM
29,8
OTHERS
24,9
© SAP 2008 / Page 1
After the Top Tables with their archiving potential are identified, this archiving potential will be summarized on application level
This is helpful for decision for which area the implementation or optimization of the DVM strategy should be started
In the case above, the top areas are Controlling (CO), followed by Accounting (FI) and Material Management (MM) and Cross Application (CA)
© SAP AG
E2E040
6-46
Example: Data Volume of Top Tables per Year Archiving Potential per Year 6%
0%
0%
2005
1%
2004 14 %
2003 2002 41 %
2001 2000 Rest of years (data archivable) Rest of data (all years) Year(s)
37 %
Data Volume (GB)
2005
162,4
2004
145,3
2003
53,8
2002
5,9
2001
3,3
2000 Rest of years (data archivable) Rest of data (all years)
1,8 23,7 0,0
© SAP 2008 / Page 1
This example shows the distribution of the data volume from the top tables over then years.
In this example 2005 is the current year and we decide as assumption that the data of the current year could not be archived regarding an average residence time of 12 month.
If the inquiry day of DVR is e. G. in July 2005 so we calculate that also data of the year 2004 could not be archived. Note, this is a very rough calculation and should only give an idea about the reduction potential.
In this example we see that the data older than 2004 are candidates for archiving and we can estimate the reduction volume.
Rest of years (data archivable) regards data which are older than 2000.
Rest of data (all years) concern data of all years which could not be reduced by archiving, if a corresponding archiving objects doesn‘t exist.
© SAP AG
E2E040
6-47
Siemens: E2E Business Process Integration & Automation
© SAP 2007 2008 / Page 1
© SAP AG
E2E040
6-48
Introduction: Unit Summary
You should now be able to:
Explain the characteristics and activities of the Job Scheduling Management
Describe the goals and processes of Business Process and Interface Monitoring
Explain the methodology and benefits of Data Volume Management
© SAP 2008 / Page 1
© SAP AG
E2E040
6-49
© SAP AG
E2E040
6-50
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP- Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
7-1
Technical Operations
Contents:
System Monitoring and System Administration
Service Level Management
© SAP 2008
© SAP AG
E2E040
7-2
Technical Operations: Unit Objectives
After completing this unit, you will be able to:
Explain the characteristics and benefits of System Monitoring
Describe the goals and processes of Service Level Management
Explain the characteristics of System Administration
© SAP 2008
© SAP AG
E2E040
7-3
SAP Standards for Technical Operations The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape. The key role for SAP technical operations is the system administrator. Specifically, the main focus points are system administration and system monitoring.
Definition Monitoring
Monitoring is a periodic, manual or automated activity to determine the status of a process or a component
We distinguish between a business level and a technical level of monitoring
Monitoring is a prerequisite for Alerting, Reporting and Analysis / Resolution
© SAP 2008 / Page 1
System Administration
The system administration standard describes how all SAP technology (for example, SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware) must be administered to run a customer solution efficiently.
The typical tasks of system administration include starting and stopping of systems, applying changes to technical configuration based on the change control workflow, performing imports based on a change control workflow, applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, doing system diagnostics, managing jobs, and run backup and recovery.
System Monitoring
The system monitoring standard covers monitoring and reporting of the status of IT solutions.
The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.
In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.
© SAP AG
E2E040
7-4
Proactive Monitoring vs. Reactive Monitoring / Alerting Proactive Monitoring Proactive Monitoring tries to avoid critical situations before they occur.
Reactive Monitoring / Alerting Reactive Monitoring tries to notify the administrators in critical situations as soon as possible.
Æ To be reminded of the Æ Via automatic notification necessary monitoring tasks, mechanisms interactive work lists are needed Æ Definitions of Key Performance Indicators (KPIs) and their thresholds are required
Expert Monitoring Expert Monitoring is manual work. Identify issues that are not captured via automatic monitoring. Should give hints for resolution of identified problems Identify problems that are based on long-running trends. Æ Administrators with expert knowledge in different areas are required
© SAP 2008 / Page 1
In practice proactive monitoring means in most cases expert monitoring.
Tasks for proactive monitoring:
JAVA-World – Weekly Memory trend analysis.
ABAP-World – Analysis of time out for dialog transactions, dump analysis.
© SAP AG
E2E040
7-5
Solution Monitoring – Different Perspectives Expectations
Availability
Performance
Accuracy
Security
Availability Redundancy
Response times Throughput W orkload/resource
Management
Data integrity Data currency Recoverability Scheduled maintenance
System users System resources Access control Intrusion detection
Responsibilities / Viewpoints
Systems
Business Processes
Interfaces
Time Schedule hourly tasks
daily
weekly
Alert Monitoring “Keep the business running” tasks
monthly
Service Level Management & Reporting Continuous improvement, planning tasks
Business Scenarios and Components SAP Logistics, SAP Financials
SAP Basis System
SAP Customer Relationship Management
Databases
SAP Supply Chain Management
SAP ITS
SAP LiveCache
SAP Business Intelligence
Business Connector
© SAP 2008 / Page 1
The users of an application are employees, customers, or partners (for example, suppliers) of the company that owns the application. The satisfaction of these users is one of the main goals that must be achieved. Accordingly, the monitoring concept must cover the performance indicators that correspond to the expectations and requirements of users.
You can ask, for example, "What will users expect from an Internet application that they use to place a goods order or make a bank transaction?" The answer will probably identify four main expectations: • The application should be available when the user needs it • The application should run with an acceptable performance • The application should run correctly (in other words, users want to receive the product as displayed; in addition, the price on the bill should match the price on the order) • The application should be secure, that is, no one should be able to manipulate user data
The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.
In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.
© SAP AG
E2E040
7-6
Solution Monitoring – Long-term and Real-time Solution Monitoring System Monitoring
Real-time monitoring of business processes and system components based on the CCMS infrastructure
Business Process and Interface Monitoring
Monitoring for core business processes, covers all technical and business application-specific functions required for a smooth and reliable flow of business processes
Service Level Management
Periodic, long-term and cross-system reporting including business processes based on SAP EarlyWatch Alert
© SAP 2008 / Page 1
This is an overview of the Solution Monitoring functionalities in the SAP Solution Manager. It offers an complete solution to monitor all relevant functions within your landscape: No matter if you have SAP or non-SAP systems.
© SAP AG
E2E040
7-7
Technical Operations: Unit Overview
Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence
© SAP 2008
© SAP AG
E2E040
7-8
Monitoring Concept - From where to start?
SAP R/3
1. Solution Landscape SAP EP
SAP XI SAP BW
What are the critical Business Processes?
Which components are relevant for critical Business Processes?
3rd Party
2. Monitoring KPIs and Alert lists SLA
Which SLAs exist (business and technical)?
What exactly should be monitored for each system component (exact requirements)? What is the technical background of the shown values?
3. Rating Criteria
What are the possible thresholds for alert monitoring?
What are the consequences if values are not normal (business impact)? Who must be notified?
4. Tools and Procedures
Which tools and functionalities are available / required to meet the defined requirements?
© SAP 2008 / Page 1
Monitoring Concept:
As a first step towards the setup of a monitoring concept the customer has to answer all those questions in a reasonable way.
© SAP AG
E2E040
7-9
General Approach to setup Monitoring Concept Steps to setup Proactive Monitoring and Alerting document
document
Solution Landscape
define
SLA
define
setup
Tools and Procedures
Metrics and Thresholds
Monitoring Process Flow receive
Monitoring Results Continuous Improvement
Compare Results
Continuous Improvement in different phases of the software lifecycle New / undetected incidents caused critical situations Changes in the data volume / system workload Changes in business processes landscape configuration
What should be done to recognize problems (new indicators)?
Are the threshold values still reasonable?
Are the new components / steps monitored?
© SAP 2008 / Page 1
Steps how to set up Monitoring and Alerting.
Monitoring is a continuous process: different phases of the software lifecycle require to reconsider and maybe redefine threshold values
© SAP AG
E2E040
7-10
Central Monitoring and Administration System (CEN) Non-SAP component
Agent
Agent
Central Monitoring Infrastructure
Solution Manager
SAP AS Java
Business Intelligence
ABAP Stack
Non-SAP Tools
SAP NetWeaver Administrator Java Stack
SAP Basis ≥ 3.0
SAPAS ABAP
Agent
Agent
The concept of the monitoring infrastructure assumes that you declare a system in your system landscape to be the central monitoring system (CEN), which ideally is a double-stack system. © SAP 2008 / Page 1
With the Central Monitoring System (CEN) it is possible to monitor: • SAP R/3 systems, • SAP Java Based Systems (AS JAVA), • SAP ABAP based Systems (AS JAVA), • SAP Double stack Systems (AS JAVA + AS ABAP), • Non-SAP-Systems
For a central administrative approach, we recommend that you set up a “central operations hub”, a host on which a SAP NetWeaver double-stack system is installed for central monitoring and administration (CEN), together with other tools that support administrators in their daily work.
SAP strongly recommends that you use a dedicated, non business system for central monitoring with the highest release available to be able to use the newest functionality.
The central monitoring system can be the same system on which the SAP Solution Manager runs. This option implies minimum total cost of operations (TCO). SAP Solution Manager 7.0 is a double-stack system, which is based on SAPs newest platform called SAP NetWeaver7.0.
However, it may make sense to run the central CCMS monitoring infrastructure and SAP Solution Manager on two separate systems. This option implies maximum flexibility. With two systems, no dependencies exist regarding release und upgrade cycles. Moreover, company policy may demand to separate implementation and operation activities into two separate systems.
…
© SAP AG
E2E040
7-11
…
The monitoring information of your system landscape can be displayed in monitors of CEN in CCMS itself. Alternatively, monitoring information can also be displayed in SAP NetWeaver Administrator and in Solution Manager, or in third-party system management tools via certifiable interfaces.
For non ABAP based systems, workload metrics are collected with Wily Introscope (a third party application performance management system licensed by SAP and free of charge to SAP customers for SAP standard products) and reported into SAP Solution Manager. They can be displayed in SAP Solution Manager either with Online Dashboards or End-to-End Workload Analysis (hourly aggregated). SAP recommends to implement End-to-End Diagnostics especially for all landscapes containing any Web AS Java based solution, SAP Enterprise Portal, SAP Exchange Infrastructure, BI with Java Frontend, Master Data Management, ERP 6.0 and CRM 4.x and higher.
© SAP AG
E2E040
7-12
Proactive Monitoring and Alerting Infrastructure SAP Solution Manager
Proactive Monitoring and Alerting (HEALTH CHECK)
RZ20
Alert Management
3rd Party
CCMS Monitoring Infrastructure
BI Reporting CROSS COMPONENT DIAGNOSTICS
COMPONENT DIAGNOSTICS
Wily EM
Non-ABAP
ABAP
Currently not available © SAP 2008 / Page 1
Central Monitoring of SAP Landscapes With its Computing Center Management System (CCMS), SAP provides a flexible and universally applicable infrastructure, with which you can monitor the entire IT landscape centrally and which proactively reports problems that occur.
CCMS is an integral part of SAP technology (for details review note 209834)
It is flexible and fully scalable.
Monitoring data from the whole landscape is displayed by: • SAP NetWeaver Administrator • CCMS Alert Monitors • SAP Solution Manager • Third-party monitoring tools
Open integration with third-party products
Free of charge infrastructure
© SAP AG
E2E040
7-13
Example: Alerting/Diagnostics Infrastructure Diagnostics
Alerting
SAP Solution Manager 4.0 (incl. Diagnostics)
Central Monitoring System (NetWeaver04, 07)
SolMan
CEN CCMS
Solution Manager 7.0 (NW2004S) also possible as CEN server
monitored system ccmsping Message server
Alert Management Introscope Agent
Wily Introscope SMD Agent
ALM forwarding alerts via email, SMS, fax, pager,
Introscope
Introscope Enterprise Manager
Environment Performance Agent
Tivoli CCMS end-point 3rd party (Tivoli)
saposcol sapccmsr, sapccm4x
Non-SAP 3rd party monitoring alerting server (Tivoli)
© SAP 2008 / Page 1
Here, an example alerting infrastructure of a real customer is shown.
The technology behind System Monitoring is based on so called agents.
Those collect data more efficient, collect additional data and enable a push technology for delivering alerts.
There are three basic agents: • SAPCCMSR: Monitors components without any active SAP basis instance. This can be used on servers like ITS, Portals, and other servers that do not run an SAP basis instance. There does not have to be an SAP product on the server for this to be installed. Detailed operating system data by help of SAPOsCol which has also to be installed on the server. • SAPCCM4X: Transfers CCMS alert monitoring data to the central system without using a dialog work process. This should be installed on systems that use a SAP basis system above release 4.X. This also includes the 6.X basis releases. • SAPCCM3X: Connects SAP Systems 3.X to a central monitoring architecture delivering dispatcher‘s performance data. • There are also additional agents that monitor specific technologies, such as Java, etc.
© SAP AG
E2E040
7-14
Work center – System Monitoring
© SAP 2008 / Page 1
© SAP AG
E2E040
7-15
Workcenter System Monitoring Central Tasks
Workcenter Capabilities
System Monitoring Overview
System Overview
Proactive / reactive monitoring
Alert Inbox
Proactive Monitoring
Connectivity Monitoring
Related Standards
Reports (systems / solutions)
Job Monitoring
System Monitoring
© SAP 2007 2008 / Page 1
System Monitoring Overview
Alert Inbox • Create Service Messages for Alerts
Proactive Monitoring • ABAP / Java Monitoring
Connectivity Monitoring • ABAP / HTTP / TCP-IP connections
Job Monitoring (Background job monitoring)
Reports
• Systems (IT Performance Reporting) • Solutions - Service Level Reporting - Availability Reporting Setup • Setup System Monitoring (guides you into the SAP Solution Managers Setup session) • Setup IT Performance Reporting (lets you install and configure the BI based IT Performance Reporting) • Early Watch Alert (Configure settings for EarlyWatch Alert) • Service Level Reporting (Configure settings for Service Level Reporting) • Connectivity Monitoring (Configure settings for Connectivity Monitoring) • Solution Creation (here you can create a solution) © SAP AG
E2E040
7-16
DEMO
Demo
© SAP 2008
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the work center „ System Monitoring“ in TT4
© SAP AG
E2E040
7-17
Technical Operations: Unit Overview
Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence
© SAP 2008 / Page 1
© SAP AG
E2E040
7-18
Service Level Management Service Level Management means to measure specific system parameters in accordance with Service Level Agreements between two parties (e.g. organizational units) involved in the management and operation of a SAP solution. Goals of Service Level Management
Encourage both provider and customer to realize that they have joint responsibility.
Makes the provider more focused and accountable.
Encourage the customer to consider, document and define their real business needs.
© SAP 2008 / Page 1
Service Level Management Process
Continuous Improvement of the Service Level Agreement (SLA): • Define the SLA • Assign the SLA owner • Monitor the SLA compliance • Collect and analyze data • Improve the service provided • Redefine the SLA
Why is Service Level Management a process?
Changing number of user and data volumes
Growing business
Usage in new business areas
New and changing processes
Learning from earlier problems and experiences
Î Changing Business Requirements drive the change in system operations. © SAP AG
E2E040
7-19
Service Level Reporting Service Level Reporting … is an important communication vehicle between the IT department, the user community, and the lines of business. It should be viewed as a means for demonstrating the value of IT services and as a way to promote the quality of services provided by the IT department.
Audience
Types of Reporting
Executive Management
Executive Summary
Lines of Business
Availability Reporting, Recoveries
Internal to IT
Performance reporting
Outside customers
Workload Volumes
Security
Cost Allocation
Daily, weekly, monthly reports
© SAP 2008 / Page 1
The types of reporting can vary and be adjusted according to the audience and involved stakeholders.
© SAP AG
E2E040
7-20
SLAs: Stakeholders and Interactions Operational Requirements
Customer Business Process Owner
Availability Performance Accuracy Security
Service Level Management (IT) Service Level Agreement Service Level Reporting Service Goals
Service Goals Reporting
Application Management Service Desk
Expert Teams
Incident Management
Problem Handling
User
Root Cause Analysis
Escalation
Monitoring
Software Change Management
Continuous Improvement
De-Escalation
IT Infrastructure Hardware, Software
APO
R/3
Catalyst
Usage
© SAP 2008 / Page 1
In general the are two involved parties in operations of an IT system, the customer (Business Process Owner) and the Solution Operations Organization.
Between these two parties a Service Level Agreement proved by Service Level Reporting should be in place.
In the Service Level Agreement the Service Goals for Service Desk and Expert Teams are defined.
The Service Desk is the first contact for the end users in case of problems. The Expert Teams are informed to solve the problems.
System Administration is involved in Service Desk, Expert Team, and IT Infrastructure.
© SAP AG
E2E040
7-21
Service Level Reporting – Data Collection SAP Solution Manager Critical Alert Situations:
Service Level Reporting Business Processes
Business Process Monitoring
SAP EarlyWatch Alerts
System Monitoring
Satellite Systems
Real-time Monitoring:
Continuous Monitoring:
CCMS Monitoring Infrastructure (RZ20)
Service Data Download (SDCC)
© SAP 2008 / Page 1
Real-time versus Continuous Monitoring in SAP Solution Manager.
© SAP AG
E2E040
7-22
Possible Technical KPIs in Service Level Agreements Categories for Technical KPIs
High Availability Requirements
System & Performance Management
Network, Operating System
Interfaces Management
Sizing, Data Volume, Archiving
Fault and Error Management
Database Management
Change Management
Security & User Management
© SAP 2008 / Page 1
Some examples of categories for technical KPIs in SLAs.
© SAP AG
E2E040
7-23
Examples for Key Performance Indicators (KPIs) Examples for Key Performance Indicators (KPIs) Business KPIs
99% of all orders placed before 2 p.m. are delivered on the same day
95% of the trucks leave the warehouse before 4 p.m.
99% of VA01 transactions have a response time less than 2 sec (requirement for telesales)
Should be already considered during business process design.
Technical KPIs
System availability > 99% excluding planned downtime DB free space is always > 10% of the DB size
Could be verified by the Service Level Reporting.
© SAP 2008 / Page 1
Some examples of business and technical KPIs in SLAs…
© SAP AG
E2E040
7-24
Business and Technical Requirements The business requirements drive the technical and operational environment in a solution landscape
Business requirements and constraints
Orders posted before 9 a.m. should be delivered the same day
Orders should be ready for delivery in the truck before 4 p.m.
Time for picking and printing of transport documents is 2 hours
Maximum number of fast orders per day is 10000
Technical and operational requirements
Job to generate picking list should be finished before 2 p.m.
Parallel processing may be required
Deliveries should be created as soon as possible, so create delivery job runs at 9 a.m.
Jobs should be monitored in view of completion
Creation and sending of IDocs should be monitored on a regular basis
Error handling procedures for failed jobs and IDocs should be in place
© SAP 2008 / Page 1
Examples for business and technical requirements that result from the KPIs that have been defined.
© SAP AG
E2E040
7-25
Technical KPIs - example
© SAP 2008 / Page 1
Example for a summary of main KPI values that come from a real customer SLA.
BI Web Reporting on system EBG (development system) and EBH (productive system).
© SAP AG
E2E040
7-26
Technical Operations: Unit Overview
Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence
© SAP 2008 / Page 1
© SAP AG
E2E040
7-27
System Administration
Central Monitoring Infrastructure
ABAP Stack
CCMS Data and Alerts Workload Statistics Database Administration Central User Administration Transport Management Service NWA SLD UME Log Viewer
SAP NetWeaver Administrator
Java Stack Solution Manager
SLD Monitoring and Management Productive Landscape
Monitoring and management connectivity layer (JMX, Agents, etc.)
ABAP System
Java System
Non-SAP Component
© SAP 2008 / Page 1
System administration must be done on the ABAB and the Java stack of a NetWeaver installation, both locally and landscape-wide, using the appropriate tools provided by SAP Solution Manager, CCMS and, in the case of Java components, in NetWeaver Administrator, among others.
© SAP AG
E2E040
7-28
System Administration – SAP Tools* ABAP stack
CCMS Data and Alerts Workload Statistics Central User Administration Transport Management Service
JAVA stack
SAP NetWeaver Administrator (NWA) Visual Administrator System Landscape Directory (SLD) User Management Engine Log Viewer
Standalone Engines
TREX Administration MDM Console
DB Administration
SAP Database Cockpit DB Tools
*does not show all available tools © SAP 2008 / Page 1
The most important tools and functionalities available on both ABAP and Java stacks are: • CCMS Data and Alerts: The CCMS monitoring infrastructure provides central access to all important monitoring information. For example, an aborted database backup triggers an CCMS alert. The operator in charge is notified. The operator enters the central operations hub, opens the corresponding CCMS monitor and starts the analysis function, which is attached to the backup alert. The analysis function guides the operator to the corresponding backend system, and displays the database backup log for further analysis. • Workload Statistics: The workload statistics provide a central overview of the overall performance of the landscape components. • Database Administration: SAP offers a database cockpit, which centrally offers key administrative functionality like analyzing missing database objects, backup planning, health checks. This cockpit is currently available for MAXDB and DB2, and will be expanded for other databases with the next major NetWeaver release. • Central User Administration: offers central user maintenance and distribution to the backend landscape. • Transport Management Service: controls the distribution of coding and customizing between landscape components (mainly from development to quality assurance to production system) to safeguard productive system availability. • SAP NetWeaver Administrator (NWA) • System Landscape Directory (SLD): SAP J2EE application that contains all relevant information about software products and components that can be installed in a system landscape, and a description of the current system landscape. • The User Management Engine maintains users and roles for AS Java. • A central Log Viewer provides access to all key administrative logs of your backend systems.
© SAP AG
E2E040
7-29
System Administration – possible IT Infrastructure Client / Business Application
SAP GUI
Mobile
Browser
ECC
Portal
Systems
CRM
BI
Web Application Server
Office
SCM
SRM
PI
MDM
ABAP
SEM
SLD
Sol Man
JAVA
DB / Operating System IO Subsystem
Network © SAP 2008 / Page 1
© SAP AG
E2E040
7-30
Example for managing a global NetWeaver landscape Solution Manager 7.0 SP02 SolMan/ SolMan/ CUA CUA Prod Prod SolMan/CUA Dev
SLD WAS 7.0
MDM 5.5 SP05
SAP XI 7.0 based on WAS 7.0 (Java/ABAP)
SAP Enterprise Portal 7.0 (NW Java Server)
MDM Prod (Win)(1 SLD Prod
SLD Prod
MDM Prod
NWDI WAS 7.0 J2EE
MDM Prod
XI Prod
XI Prod
EP Prod
EP Prod
TREX indexing engine Prod
TREX search engine Prod
XI QA
XI QA
EP QA
EP QA
TREX indexing engine Prod
TREX search engine Prod
MDM QA (Win)
NWDI Dev
MDM QA
MDM QA
TREX 7.1 on Red Hat EL 4 64bit
MDM Dev (Win) Existing server
MDM Dev
New server
XI Dev
EP Dev
TREX indexing & search engine Dev
XI IT
EP IT
TREX indexing & search engine IT
XI Prot o
EP Prot o
TREX indexing & search engine Proto
HW cluster SLD IT
SLD Prot o
MDM IT (Win) MDM IT
MDM Proto (Win) MDM Prot o
© SAP 2008 / Page 1
Here, as an example, a NetWeaver landscape of a real customer is shown.
The Landscape consits of 5 stages • TREX 7.1 (on Linux) • EP 7 on HP-UX (Java Stack) • XI 7 on HP-UX (Double Stack) • MDM on Windows
SLD on HP-UX (Java Stack) has three stages
Solution Manager on HP-UX (Double Stack) two stages
NWDI (Java Stack)
© SAP AG
E2E040
7-31
Work center – System Adminstration
© SAP 2008 / Page 1
© SAP AG
E2E040
7-32
Workcenter System Administration Central Tasks
Workcenter Capabilities
Overview of systems and tasks
User Mgmt for ABAP/Java Systems
Manage regular administrative tasks (e.g. User Management, CCMS Monitoring etc)
Related Standards
System Administration
Administrative Tools (locally on managed system)
Archiving
DB Administration
Output Administration
Start / Stop System
AS Java Administration
System Related Tools
Related links (systemwide)
DBA Cockpit
Printing Assistant for landscape
Solution Manager Diagnostics
© SAP 2007 2008 / Page 1
Manage regular administrative tasks • E.g. background jobs, ABAP short dumps, spool output requests, lock entries • User management, CCMS Monitoring etc
Overview of systems and respective tasks
User Management of ABAP and JAVA servers • User Management • Identity Management • Log On Groups • Single Sign on
Administrative Tools • Archiving • DB Administration • Output Administration • Start / Stop System • …
© SAP AG
E2E040
7-33
• … • AS Java Administration - Configuration Browser / WIzard • System Related Tools - BI Admin Cockpit - Portal Administration - SOA Manager (PI/XI) - TREX Administration
Setup • Central System Administration • Create new solution
© SAP AG
E2E040
7-34
DEMO
Demo
© SAP 2008
Go to the Solution Manager TT4
Login with:
User: E2E040-Owner
PW: training
Show the work center „ System Administration“ in TT4
© SAP AG
E2E040
7-35
Technical Operations: Unit Overview
Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence
© SAP 2008 / Page 1
© SAP AG
E2E040
7-36
SAP System Administration Workshops – E2E Expert Competence Improve the technical operation of your solution in terms of performance, stability, and cost-effectiveness.
E2E Solution Operations Training
System Administration Architecture, Root Cause Analysis, Change Control Management E2E Solution Operations for XI
E2E Solution Operations for EP
E2E Solution Operations for CRM
E2E Solution Operations for BI
Analysis Expert Workshops Documentations
SAP System Administration: Reviews main aspects of solution operations individually for your SAP Solution, such as Architecture Interface settings Database administration Root Cause Analysis tools and processes Monitoring Performance optimization Change and transport management and functionalities Recovery and backup Optimizes areas of solution operations, which are critical for your core business processes.
© SAP 2008 / Page 1
To help you with the administration of your SAP solution, SAP offers the service SAP System Administration. This service is part of SAP's Solution Management Optimization portfolio of services, which improves the technical operation of your solution in terms of performance, stability, and costeffectiveness.
The service extensively analyzes the most important aspects of system administration with respect to core business processes affected by SAP. If a company runs a SAP solution, the IT department, multiple other departments and the implementation project team are involved in the administration. They work together and distribute tasks to administrate the solution and it is here that challenges occur. SAP System Administration makes sure that all parties involved have clear responsibilities for running the solution.
Duration of Delivery Depending on the complexity of your SAP solution and the focus areas required, the duration of delivery is subject to change.
The delivery of the SAP System Administration service is typically seven days in duration.
The preparation lasts one day. The Kick-Off and the following Assessment are normally one to two days in length and are performed by one or two SAP Support Consultants.
Following the assessment, there is a three to five day workshop and a wrap-up session on the final day.
The post-procession which is used to finalize the reports will take another one to two days.
The time required before you see the results of optimized operations depends on how quickly you implement the recommendations from the workshop and the final report.
© SAP AG
E2E040
7-37
Introduction: Unit Summary
You should now be able to:
Explain the characteristics and benefits of System Monitoring
Describe the goals and processes of Service Level Management
Explain the characteristics of System Administration
© SAP 2008 / Page 1
© SAP AG
E2E040
7-38
Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP-Implementation Methodology and Roadmap
© SAP 2008 / Page 1
© SAP AG
E2E040
8-1
Run SAP
Contents:
Run SAP: The methodology to implement E2E Solution Operations
© SAP 2008 / Page 1
© SAP AG
E2E040
8-2
Run SAP: Unit Objectives
After completing this unit, you will be able to:
Explain the structure of the Run SAP methodology
Explain the phases of a Run SAP project
Implement E2E Solution Operations using the Run SAP methodology
© SAP 2008 / Page 1
© SAP AG
E2E040
8-3
Run SAP: Unit Overview Diagram
Run SAP Lesson 1: The Structure of Run SAP
Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP
© SAP 2008 / Page 1
© SAP AG
E2E040
8-4
Run SAP Overview
Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Business Process Operations Implementation
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
Project Lifecycle View to Implement E2E Solution Operations © SAP 2008
© SAP AG
E2E040
8-5
Run SAP Methodology
Assessment & Scoping
Design Operations
Run SAP Setup Phases Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
Assessment and Scoping
Run SAP Implementation Business Process Operations Implementation
© SAP 2008
© SAP AG
E2E040
8-6
Run SAP Roadmap Delivery
Run SAP is delivered as a Roadmap
Work packages and Topics to each Phase with Description
With SAP Solution Manager Content component ST-ICO 150_700 SP14
Via Service Marketplace http://service.sap.com/runsap
Templates Accelerators Useful Links
Roadmap Content
Service Offerings SAP Active Global Support
Project Phases
SAP Best Practices and Implementation methodologies
SAP Consulting
© SAP 2008 / Page 1
© SAP AG
E2E040
8-7
Explaining the Roadmap Structure
Project phases
Work packages and topics for each phase
Description of the selected work package or topic
Relevant accelerators, links, services, and best practices
© SAP 2008 / Page 1
© SAP AG
E2E040
8-8
DEMO
Demo
© SAP 2008 / Page 1
Go to the http://service.sap.com/runsap
Show the current Run SAP Roadmap in the service market place
© SAP AG
E2E040
8-9
Run SAP: Unit Overview Diagram
Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases
Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP
© SAP 2008 / Page 1
© SAP AG
E2E040
8-10
Run SAP Phases Overview Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Business Process Operations Implementation
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
© SAP 2008
© SAP AG
E2E040
8-11
Run SAP Phases Assessment and Scoping Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Initialize the Project
Collect the business requirements and the technical requirements for the operational changes.
Define the scope. Work will all stakeholders to agree on needed features and scenarios , keeping in mind that not all features and scenarios work together.
Analyze possible influences of the operational infrastructure.
Set up of the project with work packages, time schedule, resource plan.
Analyze the environment. Are organizational changes needed?
The "Assessment and Scope" phase will be described in detail in Lesson "Run SAP Methodology"
© SAP 2008 / Page 1
© SAP AG
E2E040
8-12
Run SAP Phases Design Operations Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Design the operations processes
Based on the results of scoping:
Analyze the existing processes
Analyze the current toolset
Analyze the possible interdependencies between new processes
Produce a blueprint for the processes and an efficient usage of the tools
Design new or improve existing operational processes
Adjust the SAP Standards to the needs of the organization Determine the tools to be used in the future
Plan the testing of new operational processes
Document the testing approach
Start to prepare the relevant test cases
Train the employees for the new processes
© SAP 2008 / Page 1
© SAP AG
E2E040
8-13
Run SAP Phases Setup Operations Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Implementation of E2E Solution Operations
Roll out the new processes
Install the required technical infrastructure, e.g., SAP Solution Manager
Set up all defined and created scenarios, for instance, register new thresholds
Test the existing and the new operational processes –
Does it work as designed?
–
Are there errors?
–
Have new interdependencies been uncovered?
Prepare the organization to deploy the new processes and tools
Consolidate the milestones of all activities in the scenario
© SAP 2008 / Page 1
© SAP AG
E2E040
8-14
Run SAP Phases Handover into Production Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Begin running E2E Solution Operations
Ensure the support organization is able to manage the solution
Organize the handover from the project team to operations team
Let them work in parallel for a certain time
Ensure all processes and tools are in place
Run regression tests if critical IT processes were impacted
Test the tools under productive conditions and tune if necessary
Ensure comprehensive testing
Validate all test protocols
Use check lists
Organize the support after go-live
Who is responsible?
How can that person be contacted?
© SAP 2008 / Page 1
© SAP AG
E2E040
8-15
Run SAP Phases Operations and Optimization Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operating the live solution and optimizing its operation
Daily operations
Ensure daily operations perform properly
Optimize the new processes and adapt them for new challenges
Optimization
Review existing operations processes and identify opportunities for improvement
Optimize the usage of tools; use enhanced functions
Find synergies that help to increase the performance of the organization
Control the successful enablement of the organization and identify opportunities for upskilling
Establish a change circle for inclusion of new requirements to the existing processes
© SAP 2008 / Page 1
© SAP AG
E2E040
8-16
Run SAP: Unit Overview Diagram
Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase
Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP
© SAP 2008 / Page 1
© SAP AG
E2E040
8-17
Run SAP– Getting Started Overview Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Business Process Operations Implementation
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
© SAP 2008
© SAP AG
E2E040
8-18
The Methodology of Implementing SAP Standards Assessment & Scoping
In the Assessment and Scoping Phase the foundation for the whole Project is built Targets?
Operational Requirements Analysis
Stakeholders?
Volume?
Assessment and Scoping
Scope Definition Technical Requirements and Architecture
Staff?
Packages? Schedule?
Project Setup
Governance Model for Operations Plan Solution Transition to eSOA
In general, Assessment and Scoping can be divided in these three parts: Project setup
Pre-project phase Project environment
© SAP 2008
© SAP AG
E2E040
8-19
The Pre-Project Phase
Pre-project phase
The target of this phase is to get an understanding of the facts, the needs, the possibilities, and the consequences of the requirements. The Pre-Project Phase can consist of one or more workshops and some meetings.
Tasks
Results
Analysis of operational requirements
Consensus on project scope
Definition of project scope
Information for the project setup is documented
Determination of technical requirements
Rough idea of budget and schedule
Identification of the operational infrastructure architecture
Resource requirements identified
© SAP 2008 / Page 1
© SAP AG
E2E040
8-20
Project Setup
Project setup
The starting phase of the project has to be done by the project manager together with the stakeholders and the core team of the project. The objective of this phase is to get define the structure of the project. An official kickoff meeting is recommended to generate an understanding of the project’s objectives.
Tasks
Results
Determine the resource requirements (time, funding, people) of each work package Define a detailed project plan Adjust the plan with the stakeholders
Detailed project plan Budget Staffed project team Kickoff meeting
Acquire the needed resources
© SAP 2008 / Page 1
© SAP AG
E2E040
8-21
The Influence of the Environment
Environment of the project
The environment can significantly influence the project:
Business strategy
Development projects
Run SAP Project
Organizational changes
Daily ops
Should this project be aligned with a development project?
Are changes in the organization planned?
What is the strategy of the company with outsourcing/outtasking?
Are there technical dependencies to existing solutions? (For instance HAConcepts)
© SAP 2008 / Page 1
© SAP AG
E2E040
8-22
Run SAP – Getting Started Operational Requirements Analysis Assessment & Scoping Operational Requirements Analysis
Scope Definition Technical Requirements and Architecture
GATHER REQUIREMENTS
Check operations against SAP Standards: identify gaps
Identify the stakeholders of business and IT to get their input
Document legal, statutory, business, and IT-related requirements
Best Practices:
Prepare a set of requirements for the specific needs of operations
Facilitate workshops with the stakeholders of the solution
Analyze and evaluate the requirements to assign them to operational services and SAP standards
Record, verify, and evaluate the requirements
Project Setup
Governance Model for Operations Plan Solution Transition to eSOA
Result:
Comprehensive documentation including quantitative and qualitative descriptions, with input from all relevant stakeholders
© SAP 2008
© SAP AG
E2E040
8-23
Run SAP – Getting Started Scope Definition and Scope Management Assessment & Scoping
IDENTIFY THE PROJECT SCOPE Scope Planning Determine the basic procedure for defining the scope
Operational Requirements Analysis
Define and document project constraints (budget, pre-existing contracts, strategic decisions such
as for outsourcing, and so on)
Scope Determination Detail requirements and analyze these based on costs, duration, resources
Scope Definition Technical Requirements and Architecture
Associate costs with each requirement Prioritize the requirements with stakeholders
Scope Verification Confirm the defined scope as complete and correct by stakeholders
Scope Management Project Setup
Monitor how scope is followed during the course of the project.
Scope Management Governance Model for Operations Plan Solution Transition to eSOA
Scope Definition Scope Planning
Scope Determination
Scope Verification
Scope Change Control
Ongoing
© SAP 2008
© SAP AG
E2E040
8-24
Run SAP – Getting Started Technical Requirements and Architecture Assessment & Scoping Operational Requirements Analysis
IDENTIFY IMPACT TO OPERATIONS INFRASTRUCTURE
Needed changes in infrastructure Other tools? New licenses? Hardware updates
Scope Definition Technical Requirements and Architecture
Project Setup
Best Practices:
Analyze the scope of the project under the aspects of operational infrastructure
Review the existing infrastructure
Cross-check the results with the result of Operational Analysis Requirements, as well as the defined project scope
Governance Model for Operations
Result: Plan Solution Transition to eSOA
Documented technical infrastructure requirements and architectural needs for the implementation of the end-to-end solution operations
© SAP 2008
© SAP AG
E2E040
8-25
Run SAP – Getting Started Project Setup Assessment & Scoping Operational Requirements Analysis
PLAN PROJECT AND NEXT STEPS Best Practices:
Create work breakdown structure (WBS)
Develop schedule, including activities, sequencing, duration, budget estimation, and milestones
Plan staffing: resources required from both support teams and project teams
Plan purchase and acquisitions, contracting services, training, and so on
Scope Definition Technical Requirements and Architecture
Project Setup
Governance Model for Operations Plan Solution Transition to eSOA
Result:
Work breakdown structure, tasks for the implementation are defined
Project plan/schedule with dependencies between the areas
Staffing list
Purchasing plan in case additional tools, hardware, services, or training is required
© SAP 2008
© SAP AG
E2E040
8-26
Run SAP – Getting Started Governance Model for Operations Assessment & Scoping Operational Requirements Analysis
DESCRIBE THE MISSION OF IT OPERATIONS
Based on the organization, the standards and the processes (Who, What and How).
Encourage initiatives that successfully coordinate business projects maximizing benefit, reducing costs and complexity, and promoting standardization
Managing and running operations for the SAP-centric solution
Scope Definition Technical Requirements and Architecture
Best Practices:
Project Setup
Governance Model for Operations
Produce a concept of Organization Model, Standards, Processes and Procedures
Result:
A set of guidelines and rules for executing and managing these operations
Plan Solution Transition to eSOA
© SAP 2008
© SAP AG
E2E040
8-27
Run SAP – Getting Started Plan Solution Transition to eSOA Assessment & Scoping Operational Requirements Analysis
INCREASE THE CAPABILITIES OF THE SUPPORT ORGANIZATION
Plan and implement the upgrade of an older SAP Solution
Prepare the organization for eSOA
Scope Definition Technical Requirements and Architecture
Project Setup
Governance Model for Operations Plan Solution Transition to eSOA
Best Practices:
Define a specific business strategy and values from a top-down perspective
Optimize the existing operation organization from a bottom-up perspective
Define upgrade strategy
Result:
Access to latest application and technology features of SAP software
Empowered support organization
© SAP 2008
© SAP AG
E2E040
8-28
Project Plan Alignment of Standards to the ASAP roadmap In parallel to an ASAP-project the implementation of the standard can be aligned to the needs of the ASAP-project. It is recommended to make the Run SAP project as an subproject.
Minimal Documentation Root Cause Analysis System Administration System Monitoring Remote Supportability Incident Management Change Request Management Change Control Management Testing Job Scheduling Management Business Process Monitoring and Exception Handling Transactional Consistency Data Integrity Enterprise SOA Readiness Upgrade Data Volume Management
© SAP 2008
In this Picture you see the recommended start points (not later than!) for the services in an ASAPProject. Recommended means, that every Project has an special Situation. This is a pattern - not a fixed order. Each bar starts with the specific standard/service in place, not in a design or setup phase.
© SAP AG
E2E040
8-29
Alignment of Standards to the ASAP roadmap 1
Minimum Documentation
Minimum Documentation should not start later than the design phase. SAP recommends to starts in parallel to design phase with defining the doc-types and doc-standards.
Root-CauseAnalysis
This functionality is needed to make the analyzing of errors between components faster and easier. The standard should be ready not later than the first realization of integration activities, better already when implementation starts in order to be able to analyze functional problems during implementation. The operations team can be trained in a productive equivalent environment.
System Monitoring
Monitoring should be started with the transition of the solution to the productive environment. It is recommended to define and implement the procedures and tasks in development environment.
Remote Supportability
Remote Supportability is needed during the implementation phase, as any analysis of the system from SAP (consulting, support) requires system access.
© SAP 2008 / Page 1
© SAP AG
E2E040
8-30
Alignment of Standards to the ASAP roadmap 2
Incident Management
Incident Management should be ready as soon as a controlled administrative process of mass-issue handling is required. This is normally needed at the latest during the integration test phase.
Change Request Management
If the Change Request Management functionality is needed to manage changes within a development project, the start of Change Request operation should begin with the Realization Phase (Project Change Management). For support of operations, Change Request Management must be established before the Final Preparation phase.
Change Control Management
Change Control Management is needed immediately with your first transport in development phase.
Test Management
You should start with test planning based on business requirements at last in parallel to the starting business blueprint phase. Test planning has an strong effect to project planning, planning of development, developer testing, integration testing, regression testing and acceptance testing. Special environments are needed, special test data's are needed and well structured test cases, test automation as well.
© SAP 2008 / Page 1
© SAP AG
E2E040
8-31
Alignment of Standards to the ASAP roadmap 3
Job Scheduling Management
Job Scheduling can be done, as soon as an estimation on runtimes and resource consumption of the jobs is available. This is given normally during the test phase on a production-like environment.
Business Process Monitoring and Exception Handling
Business Process Monitoring and Exception Handling is needed with the start of testing businesses processes (volume tests), at least in the phase of final preparation.
Transactional Consistency
Transactional Consistency is normally tested during the integration tests. This is done for the business process, customer programs and interfaces. Therefore the standard need to be implemented during the realization phase.
Data integrity
Data Integrity is needed after Go Live, when productive data are created.
© SAP 2008 / Page 1
© SAP AG
E2E040
8-32
Alignment of Standards to the ASAP roadmap 4
eSOA Readiness
eSOA Readiness means the capability of an organization to support and to operate an eSOA architecture.
Upgrade
The Upgrade standard is relevant during the complete project live cycle. If you perform an upgrade with Upgrade Factory, it will be a separate project parallel to the Run SAP project.
Data Volume Management
Ideally, the DVM is already considered during the blueprint phase. Business processes and data management should be designed according to the aspects of data avoidance, data summarization and later archiving strategies.
© SAP 2008 / Page 1
© SAP AG
E2E040
8-33
Practice Example: The Charm Company
Situation Charm Company owned a big SAP Solution to sell different services The industry sector has short innovation cycles and so the processes in the SAP Solution have to be adjusted often and irregularly Some people at the business side can generate tasks for development and everybody knows his own special developer Every developer is able to transport the changes to test and productive system In the near past there were some crashes in production At every crash operations was surprised and also not able to analyze the causes in a short time and make a quick trouble shooting
Request The Management of Charm Company wants to get out of the chaotic situation: "We need flexible changes but It should be possible to process these developments without any system downtime"
© SAP 2008 / Page 1
© SAP AG
E2E040
8-34
Charm Company - Assessment and Scoping Requirements Analysis 1. Operational Requirements Analysis Requirements: Flexible IT and stable IT-Operations Controlled, documented, pursuable Changes Fast trouble shooting Incident Management Less crashes with better Testing?
Result: Applicable E2E Solution Standards for the Charm Company Incident Management Change Request Management Change Control Management Test Management Minimum Documentation With deeper analysis maybe also System Administration, BPM and so on
© SAP 2008 / Page 1
© SAP AG
E2E040
8-35
Charm Company Result of Requirements Analysis Assessment & Scoping
Work packages
Assigned Standards
Operational Requirements Analysis
End User Support Concept
Incident Management
Scope Definition
Change Management Concept
Change Request Management Change Control Management Test Management
Technical Requirements and Architecture
SAP Application Management Concept
Minimum Documentation Remote Supportability Root Cause Analysis
Project Setup
Business Process Operations Concept
Business Process Monitoring and Exception Handling Data Volume Management; Job Scheduling Management Transactional Consistency & Data Integrity
Governance Model for Operations
SAP Technical Operations Concept
System Administration System Monitoring
Plan Solution Transition to eSOA
Technical Infrastructure Design
After Requirements Analysis the yellow Standards and work packages are relevant © SAP 2008
© SAP AG
E2E040
8-36
Charm Company - Assessment and Scoping Scope Definition and Tech. Requirements 2. Scope Definition Discussion with Stakeholders How can we get Quickwins? How about cost-benefit relations? Effort estimation against the budget
Result, signed by Stakeholders The Standard Change Request Management will be implemented
3. Technical Requirements SAP Solution Manager already used Need for high availability of operating infrastructure? Additional Hardware or Software needed?
© SAP 2008 / Page 1
© SAP AG
E2E040
8-37
Charm Company - Result of Scoping
Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Transition into Production
SAP Application Management
Handover and SignOff
Business Process Operations
Technical Requirements and Architecture
Project Setup
SAP Application SAP Application Management Management Change Request Management Implementation Concept Change Control Management Test Management Business Process Business Process Operations Operations Implementation Concept
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
The result of scoping is the decision to implement only Change Request Management © SAP 2008
© SAP AG
E2E040
8-38
Charm Company - Assessment and Scoping Governance and project setup 4. Governance Model for Operations The Charm Company have no special governance rules Should new roles and standards be defined?
5. The Environment of the Project There is no development project in parallel. The Run SAP project hasn’t be aligned to another project There is no upgrade planned There is no organizational change planned
6. Project Setup Making the plan with Milestones
Getting the Budget
Define Change Prozess with Roles and Responsibilities
Staffing the People
Implementation and Set Up Roll-Out Train the Teams
© SAP 2008 / Page 1
© SAP AG
E2E040
8-39
Run SAP: Unit Overview Diagram
Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases
Lesson 5: SAP Services for Run SAP
© SAP 2008 / Page 1
© SAP AG
E2E040
8-40
Run SAP: Overview
Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Business Process Operations Implementation
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
© SAP 2008
© SAP AG
E2E040
8-41
Run SAP: Implementation Phases - Overview
Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operational Requirements Analysis
End User Support Concept
End User Support Implementation
Knowledge Transfer and Certification
End User Support
Scope Definition
Change Management Concept
Change Management Implementation
Final Testing
Change Management
Technical Requirements and Architecture
SAP Application Management Concept
SAP Application Management Implementation
Transition into Production
SAP Application Management
Project Setup
Business Process Operations Concept
Business Process Operations Implementation
Handover and SignOff
Business Process Operations
Governance Model for Operations
SAP Technical Operations Concept
SAP Technical Operations Implementation
SAP Technical Operations
Plan Solution Transition to eSOA
Technical Infrastructure Design
Technical Infrastructure Implementation
Technical Infrastructure Management
© SAP 2008 / Page 1
© SAP AG
E2E040
8-42
Run SAP Implementation
Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operational Requirements Which standards Analysis
will be implemented are determined during the Scope Definition work package, and their implementation is Scope Definition planned during the Project Setup work package. The implementation of each SAP standard follows a specific Technical implementation methodology.
Requirements and Architecture
Operations & Optimization End User Support
Change Management
SAP Application Management
For each standard, the Run SAP roadmap provides:
Best-practice procedures on how to run the individual tasks
Explanations on which SAP Solution Manager functionality should be used
Project Setup
Proposals for useful Key Performance Indicators to measure success Governance for Model Available training to support the adoption of the standard Operations
Business Process Operations
SAP Technical Operations
Direct links to related services of SAP Consulting and SAP Active Global Support to get the right experts to implement the standards if needed Plan Solution Transition to eSOA
Technical Infrastructure Management
© SAP 2008
© SAP AG
E2E040
8-43
E2E Solution Operation Standards in Run SAP
Themes
Topics/Standards
End User Support
Incident Management
Change Management
Change Request Management Change Control Management Test Management
SAP Application Management
Business Process Operations
SAP Technical Operations
Minimum Documentation Remote Supportability Root Cause Analysis Business Process & Interface Monitoring and Exception Handling Data Volume Management Job Scheduling Management Transactional Consistency & Data Integrity System Administration System, Monitoring
© SAP 2008 / Page 1
© SAP AG
E2E040
8-44
The Charm Company Implementation of Change Request Management Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Design the Prozess of Change Request Management Use the Implementation Methodology to define the Change Management Process needed roles in this process the detailed workflow KPIs, for instance the amount of downtimes after changes per month the authorization concept for the process If needed, interfaces to other processes or to a crossover Change Management Process outside the SAP Solution Produce a test concept with scenarios and test cases for the new process Start to train the staff affected by the new process and the new tool Make a detailed plan for Roll-Out
© SAP 2008 / Page 1
© SAP AG
E2E040
8-45
The Charm Company Implementation of Change Request Management Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Setup the Prozess of Change Request Management Customize the Change Request Management in the SAP Solution Manager Define the specified roles with the right authorization rules in the SAP Solution Take the test concept and test the functionality and performance of the workflow Setup tools and procedures to measure the KPIs Instruct the staff with the real process in a test environment or in a pilot Start the Roll-Out
© SAP 2008 / Page 1
© SAP AG
E2E040
8-46
The Charm Company Implementation of Change Request Management Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Handover the Prozess of Change Request Management Check, if the support organization is able to manage the Solution Check the test protocols Make a handover from the project team to operations team Arrange the support for the operations team after go-live
© SAP 2008 / Page 1
© SAP AG
E2E040
8-47
The Charm Company Implementation of Change Request Management Assessment & Scoping
Design Operations
Setup Operations
Handover into Production
Operations & Optimization
Operate and optimize the Prozess of Change Request Management Operate the new Change Request Management Prozess Measure and analyze the KPIs for the process, for instance: Did you get a relevant go down of System downtimes after changes? Analyze the experiences with the process. Are there potential to improve it? Have all participants accept the process? Start a cycle to optimize the process
© SAP 2008 / Page 1
© SAP AG
E2E040
8-48
Run SAP: Unit Overview Diagram
Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP
© SAP 2008 / Page 1
© SAP AG
E2E040
8-49
Global Run SAP Core Service Overview Design & Setup Incident Management
Assessment Services
SAP Software Change Management (Evaluation + Set up One-Transport-Order) Design & Setup SAP Change Request Management
Run SAP Quick Session (Know-How Transfer + SWOT-Analysis (rough) + Proposal of next steps) Run SAP Scoping Service (Know-How Transfer + SWOT-Analysis (detail) + Project plan)
Design, Setup & Operations Services
Test Management Optimization Setup Root-Cause-Analysis Design & Setup Business Process Monitoring Setup SAP Data Volume Management Design & Setup Job Scheduling Design & Setup Data Consistency Management SAP System Administration for XI, EP, BI, CRM
SAP Upgrade Assessment (AGS & Upgrade factory) CCCoE Assessment & Scoping Service (Coming soon)
E2E040 Run SAP Overview E2E100 Root Cause Analysis
Training & E2E200 Change Control Management Certification E2E300 Bus. Process Integration & Automation E2E400 Technical Upgrade Management CCCoE Certification (coming soon)
© SAP 2008
© SAP AG
E2E040
8-50
Global Run SAP Core Service: Design, Setup & Operations Service Packages Design & Setup Incident Management
Run SAP Consulting Service
SAP Software Change Management
Software Change Management (Evaluation + Set up One-Transport-Order)
Design & Setup SAP Change Request Management
Run SAP Consulting Service
Test Management Optimization
Run SAP Consulting Service
Setup Root-Cause-Analysis
Solution Manager Starter Package
Design & Setup Business Process Monitoring
BPM Service (focus on Monitoring Pilot) Run SAP Consulting Service (Full implementation)
Setup SAP Data Volume Management
SAP Data Volume Management Service
Design & Setup Job Scheduling
BPM Service (focus on Job Scheduling)
Design & Setup Data Consistency Management SAP System Administration for XI, EP, BI, CRM
Customer Program Optimization (Transactional Consistency) Interface Management (Transactional Consistency) BPM Service (focus on Data Consistency Monitoring) SAP System Administration Service
© SAP 2008 / Page 1
© SAP AG
E2E040
8-51
End-to-End Solution Operations Training & Certification
COURSE DETAILS
COURSE GOALS
E2E040 (2 days) RunSAP
E2E100 (5 days) Root Cause Analysis
E2E200 (5 days) Change Control Management
E2E300 (5 days) Bus. Process Integr. & Automation
E2E400 (2 days) Technical Upgrade Management
Understand the Perform End-to-End RunSAP Methodology Diagnostics to isolate and SAP E2E Solution the component Support Standards causing the problem Understand the impact in a heterogeneous IT landscape of the SAP E2E Solution Support Standards to your IT support skills, processes and tools
Understand the value of End-to-End Change Control Management Leverage the SAP Solution Manager as application platform
Understand the Upgrade challenges concept of End-to-End and success factors Business Process Understand the major Integration and technical risks and Automation challenges within an Understand the upgrade project different areas and Understand the respective SAP tools concept of SAP within integration and Safeguarding for automation Upgrade
RunSAP:motivation, overview, tools, and methodology E2E implementation roadmap Skills, Processes and Tools in the E2E Solution Support and the SAP IT Service and Application Management SAP Solution Manager as an E2E application platform and collaboration hub
End-to-End Change Control: motivation and strategy Skills, processes and tools Change analytics Change request management Change deployment
End-to-End Business Process Integration and Automation: motivation and strategy Skills, processes and tools Business process management and analysis Integration management Performance and data volume management
End-to-End Root Cause Analysis: motivation, overview, tools, and methodology Diagnostics approach Incidents and preclarification Pro-active monitoring and alerts; monitoring methodology; infrastructure overview IT reporting
SAP Technical Upgrade Management: motivation and strategy SAP Upgrade: challenges and success factors SAP Safeguarding for Upgrade Collaboration with SAP
© SAP 2008 / Page 1
Overview of the E2E training portfolio
© SAP AG
E2E040
8-52
Run SAP: Unit Summary
You should now be able to:
Explain the structure of the Run SAP methodology
Explain the phases of a Run SAP project
Implement E2E Solution Operations using the Run SAP methodology
© SAP 2008 / Page 1
© SAP AG
E2E040
8-53
© SAP AG
E2E040
8-54
