Streamlined Application Operations Powered by SAP Solution Manager

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1 Streamlined Application Operations Powered by SAP Solution Manager Andy Lawrence ALM / RSLF Architect SAP UKI

2 Agenda Application Operations Capabilities with Solution Manager How To Adopt Streamlined Operations Outlook & Summary 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 2

3 Principles for Streamlining Operations Efficiency Stability Simplicity Automation Availability Correctness Coverage Tools Processes People Standardization Pro-activeness Integration Control - Centralization - Transparency - Continuous Improvement 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 3

4 Application Operations with Solution Manager

5 SAP s E2E Monitoring and Alerting Infrastructure The Evolution SAP Solution Manager 7.1 SP01 SP05 SP05 SP10+ Integration of System and Application Monitoring Integration of SAP IT Infrastructure Management Integration of Business Process Monitoring Local CCMS ABAP ABAP Central CCMS SAP J2EE Application Monitoring System, Database and Host Monitoring SAP (ABAP, Java, BOBJ, SUP, HANA, ) EE Mon IC Mon BI Mon PI Mon Non-SAP (IBM WebShere, Tomcat, MS.Net) Configuration Management Database Monitoring and Alerting Integration CMDB Business Process KPI Monitoring Data Consistency Monitoring Unified Job Monitoring Unified Interface Monitoring Message Flow and Workflow Monitoring 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 5

6 Phase 1 Phase 2 Phase 3 System and Application Monitoring Access to information without logging onto the backend system Technical Support Monitor Interfaces, Connections, Process Orchestration, Message Flows and Workflows Application Support Monitor ABAP and non- ABAP based Jobs as well as Business Intelligence scenarios Monitor End User scenarios and analysis based on integrated E2E Trace Analysis Utilize Unified Alert Inbox including integration to Notification and Incident Management Monitor Systems, Databases and Hosts based on SAP Standard Template 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 6

7 Unified Alert Inbox the primary Alert Consumer Central access point to handle all types of alerts Efficient alert handling based on consolidation of single alerts to alert groups Integration of most common alert handling mechanism as status tracking, incidents, notifications and 3rd party integration Drill down from alert type to alert groups, alert instances and single metrics and events Integration of analysis capabilities as problem context and monitoring applications Alert Type Alert Group Metric Viewer Alert Details 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 7

8 Efficient handling via System Monitoring System list Mobile Application System hierachy Metric Viewer Browser based Application Details Tree 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 8

9 Business Intelligence Monitoring as central entry point BI Overview Monitor shows at a glance current status and open alerts for all components BO Web Layer System Monitoring BO Server Layer BW System Layer Summary of alerts and status worst case of all systems in the BO Web Layer, BO Server Layer and BW System Layer 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 9

10 Job Monitoring as unified monitoring approach Job Monitoring Application Unified Alert Inbox Unified monitoring approach available with a dedicated Job Monitoring Application and integration in Unified Alert Inbox Job Monitoring application is accessible via following Solution Manager Work Centers Technical Monitoring Job Management Business Process Operations Based on E2E Monitoring and Alerting infrastructure, Monitoring including integration in central Notification and Incident Management Job Monitoring is possible from different point of views: Technical View e.g. Monitoring of all relevant Jobs running at a certain group of Technical Systems Business Process View e.g. Monitoring of all necessary for a certain Business Process Scenario 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 10

11 Job & Business Intelligence Monitoring Relationship between the different monitoring use cases Business Process Monitoring (BPMon) Scope: Business Process driven and selective view regarding Jobs and BW Process Chains Target group: Business Process End Users and Application Support Job Monitoring (JobMon) Scope: Business Objects Jobs, Data Services Jobs, ABAP Jobs, BW Process Chains, CPS managed jobs (currently planned, more to come) Target group: Job Administrators and Application/Technical Support Business Intelligence Monitoring (BIMon) Scope: Business Objects Jobs, Data Services Jobs, SLT Jobs, BW Process Chains, reporting tools and all landscape elements necessary to run Business Intelligence landscape Target group: BI/BO/BW Administrators and Application/Technical Support System Monitoring (SysMon) Scope: Selective view of Systems, Databases and Hosts relevant for a certain interface landscape Target group: System/Basis Administrators, Application Support and Technical Support 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 11

12 End-to-End visibility with End User Experience Monitoring Production SAP Solution Manager EEM Robot Alerting EEM Robot EEM Robot Monitoring Analytics Robots start end user scripts according to configuration and receive responses, conduct response time measurement and send results to SAP Solution Manager SAP Solution Manager receives results, collects corresponding server-side performance data and visualize it in End User Experience Monitoring application SAP Solution Manager forwards measured data for Alerting and Reporting purposes 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 12

13 Understand interface landscape with Interface & Connection Monitoring Typical customer interface landscape Interface Channel with human understandable tags are used to abstract from a concrete technical implementation of interfaces All relevant interface technologies (RFC, WS, IDOC, PI, Flat File, Gateway) are supported Topology view allows to understand layout and status of interface landscape Dashboard view provides clearly structured overview regarding most important metrics per interface channel Complete integration in E2E Monitoring and Alerting infrastructure and Exception Management Cockpit Topology View Dashboard View 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 13

14 Reduce costs of operation with Process Integration Monitoring PI Monitoring Application Message based Alerting Cross-component Message Search PI Monitoring Application centralizes all information relevant to keep an PI domain up and running: Overview per PI domain (good-morning page for PI administrator) Availability and Self Checks for PI Components Status information for PI Channels Error and backlog information based on PI Message Statistics PI Monitoring is completely integrated in E2E Monitoring and Alerting, Notification/Incident Management and Root-Cause Analysis in Solution Manager as well as with PI local tools Message based Alerting is based on alerting rules in PI Integration Directory which allow aggregated alert view or individual alert view (to prevent flooding of Alert inbox) Cross-component message search can be used for payload-based message search cross several PI components (usage of predefined filters and queries based on payload attributes) 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 14

15 Message Flow Monitoring as Bridge between Business and IT Centralizes all information relevant for application support and business users in one application Hides complexity of different integration layers participating in single message flows Provides business user friendly integration visibility in complete message flow (including functional acknowledgements) Supports B2B as well as A2A integration scenarios Based on PI 7.31 SP8 or higher Message Flow Overview Message Flow Details 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 15

16 Workflow Monitoring fast and reliable resolution of exceptions Workflow Monitoring BPM Process Monitoring: Derives status and performance information from BPM process instances and visualize it sufficiently BPM Task Monitoring: Reads from manual or automatic processed BPM task status and performance information Complete integration in E2E Monitoring and Alerting as well as in E2E Reporting Infrastructure 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 16

17 Interface Monitoring & Process Orchestration Monitoring Relationship between the different monitoring use cases Business Process Monitoring (BPMon) Scope: Business Process driven and selective view regarding interfaces and message flows Target group: Business Process End Users and Application Support Interface Monitoring Process Orchestration Monitoring Interface & Connection Monitoring (IC Mon) * Process Integration Monitoring (PI Mon) Message Flow Monitoring (MF Mon) Workflow Monitoring (WF Mon) Scope: Web Service, RFC, File, IDOC, GW Service, PI based Interfaces and related connections Target group: Technical and Application Support *) Connection Monitoring is currently an isolated monitoring use case but is planned to be integrated in IC Mon Scope: PI Components and PI Channels, Message Search, Message based Alerting Target group: Technical and Application Support, Business Process End User Scope: Single Message Flow Instances Target group: Application Support, Business Process End User Scope: BPM Process Flow Statistics, BPM Task Statistics Target group: Technical and Application Support System Monitoring (SysMon) Scope: Selective view of Systems, Databases and Hosts relevant for a certain interface landscape Target group: System/Basis Administrators, Application Support and Technical Support 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 17

18 Phase 1 Phase 2 Phase 3 Root Cause Analysis & Exception Management Near real-time information supported by structured procedures Technical Support Document and automate resolution of exceptions (Guided Procedures) Check compliance of configuration and software (Configuration Validation) Resolve problems in non-sap components (Enhanced E2E Root Cause Analysis) Application Support Analyze technical and business exceptions in deep detail (Exception Management) Resolve System, Database and Host specific problems (System, DBMS and Host Analysis) Resolve cross-component / cross-technology problems (End-to-End Root Cause Analysis) 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 18

19 Root Cause Analysis Work Center to reduce meantime to resolution Root Cause Analysis Work Center Unified approach for all technologies End-to-End Analysis System Analysis Host Analysis Database Analysis Exception Management Configuration Validation Trace Analysis Workload Analysis Change Analysis Exception Analysis Change Reporting Log Viewer CA Introscope Expert Links File System Browser CA Introscope Host Analysis (CPU, Paging, SWAP, Disk, FS, NW) DB Analysis (Workload, I/O, Memory, Size, Locks, Logs) Atomic exceptions Process flow driven exceptions Target System Maintenance Comparison List Maintenance Report Execution OS Command Console Trend Analysis 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 19

20 Configuration Validation to ensure compliance Option 1: Real System as Reference System System PRD base line for validation What is Configuration Validation? Configuration validation is reporting to understand how homogeneous configuration is between systems It uses data stored centrally in SAP Solution Manager to do a validation of a large number of systems using a sub set of the collected configuration data Comparison Systems System 1 System 2.. System 3 System N base line for validation Option 2: Target System as Reference System System VIR (Target) Typical questions to be answered? All systems on a certain OS level or DB? Template configuration (SAP or DB parameter) applied on all systems? No system kernel older than 6 month? Security policy settings applied? Security defaults in place? Have certain transports arrived? 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 20

21 Exception Management for fast and reliable resolution of exceptions (1/2) Detect: Single technical or business exceptions lead to an alert which is visible in System Monitoring and/or Alert Inbox Analyze: Exceptions are stored in Central Exception Store and can be analyzed in Exception Management Cockpit Resolve: Guided Procedures provides a step-by-step resolution process for exceptions Detect: Monitoring and Alerting Resolve: Guided Procedures Analyze: Exception Management Cockpit Central Exception Store 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 21

22 Exception Management for fast and reliable resolution of exceptions (2/2) Atomic exceptions: Single exceptions caused by one components at one location e.g. ABAP dumps, ABAP SysLog, WS exceptions, Process flow driven exceptions: Exceptions with the need to understand the complete process flow to resolve it e.g. multiple interface calls to different receiver systems 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 22

23 Phase 1 Phase 2 Phase 3 Technical Analytics & Dashboards Clear information, simple to consume and easy to extend Technical Support Enable customers to integrate own reports (Interactive Reporting) Provide reporting based on Service Level Agreements (Service Level Reporting) Provide support for management decisions (Standard Dashboards) Application Support Enable customers to provide own Browser and Mobile based Dashboards Allow administrators to understand any analyze KPI s covering the whole solution landscape (Early Watch Alert and Standard Reports in Interactive Reporting) 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 23

24 Sufficient standard content Interactive Reporting System relevant Reports are provided for categories Availability, Performance, Exceptions, Capacity and Usage and are focused on ABAP and Java End User relevant Reports are provided for categories Availability and Performance and are running in context script, step and location Reporting Framework provides navigation and time/context selection and is open for enhancements Dashboards System relevant Dashboards cover Performance and Availability and configuration settings allow to restrict system scope and time frame End User relevant Dashboards cover also Performance and Availability and configuration settings allow to restrict scripts/locations and time frame Dashboard Framework is open to integrate owndeveloped dashboard applications 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 24

25 Open for customer enhancements Interactive Reporting Collect metrics and store them in BW Change existing BW query or create a new one Create Web Template to display query results Integrate Web Template into Reporting Monitoring Setup BEx Query Designer BEx Web Appl Designer Interactive Reporting Dashboards Create Dashboard Application UI Create Configuration UI for Dashboard Application Use existing BW query or create a new one Register Dashboard Application in DB FWK Xcelsius Xcelsius Bex Query Designer Dashboard Framework 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 25

26 Support for Mobile Devices Mobile Dashboards at Apple ipad Provides identical end user experience visualizing dashboards as mobile application as well as browser based application Design time: Uses same design time components for browser and mobile based version Xcelsius generates Flash based Dashboards for browser version and HTML5 based Dashboards for mobile version Run time: Mobile client application provides rendering environment for HTML5 based dashboards (only available for ipad) Supports access to SAP Solution Manager backend via SAP Sybase Unwired Platform (SAP SUP) as well as via SAP Gateway (SAP GW) 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 26

27 Phase 1 Phase 2 Phase 3 Technical Administration & Guided Procedures Centralised documentation to support collaboration Technical Support Document and automate regular and ad-hoc administrative tasks (Guided Procedures) Maintain Service times and Service outages (Service Availability Management) Delegate and track execution of administration tasks centrally (IT Task Management) Schedule critical system status and IT events in advance (Work Mode Management + IT Calendar) Application Support Establish SAP Solution Manager as central source of truth (Landscape Management) Organize your notification settings centrally (Notification Management) 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 27

28 Landscape Management as single source of truth Single source of truth for application layer Usage of object oriented model based on CIM standard Usage of same model and same content repository for SLD and LMDB Flexible model enhancements are possible New system types with specific topologies can be easily established e.g. system type BOBJ, HANA or SUP Automated discovery of systems by built-in data suppliers (inside auto-discovery) or by agent based approach (outside auto-discovery) for OS and DBMS Maximum automation regarding exchange of landscape data between SLD and LMDB by SLD Content Synchronization / Bridge Forwarding Technology Stacks ABAP SAP J2EE BOBJ SUP TomCat SAP HANA Websphere Unspecific Java Standalone Unspecific MS. Net Cluster 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 28

29 Guided Procedures Cut Administration Effort Perform Route Cause Analysis and alert resolution in a standardized and controlled way powered by Guided Procedures Root Cause Analysis & Alert Resolution Perform day-to-day operational activities centrally in a guided and reproducible way; execution is triggered by IT Task Management IT Task Management Guided Procedure Guided Procedure 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 29

30 IT Task Management to support Collaboration Author Plan Execute Report defines IT operational activities as guided procedures using the Guided procedure authoring environment in SAP Solution Manager plans recurring or single operational activities using Guided Procedure Planning find the tasks they have to execute in the task inbox. Via the task they jump into the guided procedure step or instance and execute the IT operation tracks completion of operational activities IT operations log book 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 30

31 Work Mode Management and IT Calendar to ensure IT events are planned Work Mode Management allows planning and maintenance of Work Modes for Technical Components The following types of work modes are supported: Planned Downtime, Maintenance, Peak Business Hour, Non Peak Business Hours and Non Business Hours Single and Recurring Work Modes can be scheduled Spurious alert suppression during downtimes Planned Downtimes can be notified to target users based on a pre-determined pattern Mass copy of Work Modes across Technical Components can be performed Work Modes can be scheduled for Technical Scenarios, Technical systems, Instances, Databases, Logon Groups IT Calendar provides an overview of the planned IT events for selected times intervals and technical components Month, Week and Day views are supported Easy navigation between different views 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 31

32 Service Availability Management to show value to business Maintain Service Times Maintain Service Outages Define and Maintain Service Times agreed between Business and IT Provide actually measured service times based on Work Mode Management Technical Monitoring Maintain occurred service outages including additional information as status, business impact, activities taken, reason, category, Provide reporting for Service Availability including compliance to defined thresholds Is single source of truth for availability measurement Service Availability Reporting 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 32

33 Phase 1 Phase 2 Phase 3 Data Volume Management Underlying growth linked to business object Technical Support Measure progress of executed Data Volume Management strategy Application Support Define business and legally compliant Data Volume Management strategy Learn from SAP s Best Practices to define the most efficient DVM strategy Identify areas with highest potential to reduce data volume from technical and business point of view Calculate potential savings based on collected information 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 33

34 Data Volume Management Work Center Which applications are provided Data Allocation Statistics Understanding the data consumption of SAP Landscapes rather than single systems Application related views on data distribution (application area, document types, archiving objects ) Historical view on data size and growth rates Table Utilization Analysis Identify unused data as potential for data reduction Tackle most heavily accessed objects with DVM measures on an early stage Best Practice Document Generation Guided creation of best practice documents for selected objects Understanding the business background and possible data reduction measures Provides standardized data content analysis for technical blueprint Time Based Distribution of Records Automated calculation of Age Footprint of SAP Applications Identification of application areas and document types mature enough for reduction measures Detection of data quality issues Data Volume Management Efficiency Reporting Visualization of business growth rate compared to technical landscape growth Basis for decision making and planning of follow up activities Display of landscape wide achievements of measures taken Calculation of Potential Savings Simulation of saving potential for data deletion or archiving using SAP best practice values Revealing potential data volume management strategy gaps 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 34

35 How To Adopt Streamlined Operations

36 Run SAP Like Factory Operations Control Center Business Process Operations Application Operations IT Infrastructure Operations Status Core Business Processes Operations Control Center (OCC) Central Monitors/ Dashboards Status Business Users Central Alert Inbox Status System Components Event Management Act Check Continuous Improvement Process Plan Do Problem Management (re-active / pro-active) Change Management Incident and Problem Management 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 36

37 Run SAP like a Factory Layers to be considered Business Process Layer SolDocu Solutions Business Processes Business Process Steps Business Process Operations Application Layer LMDB ABAP J2EE End-Users scenarios Interfaces & Jobs Application Products & Applications Operations Systems & Scenarios Databases & Operating Systems IT Infrastructure Layer CMDB Physical & Virtual Hosts Printers Disks & Storage Network devices IT Infrastructure Operations 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 37

38 Change Management How To Create an OCC Establish Operations Control Operations Control Center Operations Phase: After go-live Operations and continuous improvement Central Monitors Continuous Improvement Operated by a small team of IT Operators, who work on the alerts in a guided way (event management) Status Core Business Processes Status Business Users Provides monitors and dashboards, which report the status of the business processes and related IT landscapes Status of Technical Components Alert Inbox Includes a continuous improvement process, which optimizes the overall operational setup depending on newly identified business requirements Event Management SAP Solution Manager Incident Management Problem Management 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 38

39 How To Create an OCC Iterative Approach Understand current operational challenges by answering the question: While operating SAP, what creates pain to the Business / to IT, and why? Create transparency about these challenges by setting up central monitors and a standardized monitoring process Improve the initial setup, and SAP operations in general by implementing a continuous optimization process 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 39

40 How To Create an OCC Simple Process to Integrate Toolsets into Daily Operational Use Operations Control Center Detect Problem Route Problem Resolve Problem Business Process Analytics Business Process Improvement Business IT BP KPI & Data Consistency Monitoring Business Process driven view for selected Jobs, Interfaces, Scripts and Technical KPI s Interfaces & PO Monitoring Job & BI Monitoring End User Experience Monitoring System, Database & Host Monitoring Dashboards Alert and Event Management Incident and Problem Management (optional component) Business Process driven Root Cause Analysis Guided Procedures IT Task Management Root Cause Analysis Exception Management 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 40

41 Outlook & Summary

42 SAP Solution Manager Release Planning SAP Solution Manager SP05 (*) SP09/10 (*) Today SP11 (*) SP12 (*) End Of Maintenance MAY 2011 JUN 2012 OCT 2013 DEC 2013 Q Q DEC 2017 SAP Solution Manager 7.0 End Of Maintenance (*) Functional delivery 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 42

43 Development Priorities for Application Operations Customer requirements Automation of regular and ad-hoc activities including task management Unified Monitoring and Alerting approach for Business and IT Coverage of SAP s latest product innovations Improved support for non-sap components Planned Extension Guided Procedure Framework to document and automate regular and ad-hoc tasks Integration Guided Procedure Framework with CRM-based Task Management Unification of Business Process Monitoring and E2E Monitoring and Alerting Infrastructure One infrastructure for overlapping use cases as Job Monitoring and Interface Monitoring Integration in Application Operations for SAP HANA, SAP Data Services, SAP Information Steward, Integration in Application Operations for SAP SUP, SAP Afaria and SAP Gateway (coverage of Online and Offline scenarios) Enhancement of Landscape Management for non-sap / customer specific components Enhancement of Application Operations for non-sap / customer specific components 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 43

44 Run SAP Like Factory Operations Control Center Business Process Operations Application Operations IT Infrastructure Operations Status Core Business Processes Operations Control Center (OCC) Central Monitors/ Dashboards Status Business Users Central Alert Inbox Status System Components Event Management Act Check Continuous Improvement Process Plan Do Problem Management (re-active / pro-active) Change Management Incident and Problem Management 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 44

45 Further Information SAP Public Web SAP Community Network SAP ALM Homepage ALM on SCN SAP Solution Manager Homepage 7.1 Ramp-Up Knowledge Transfer Guided Self Services Solution Manager 7.1 Docs and Release Notes Solution Manager Mobile Applications SAP Solution Manager 7.1 Book (3 rd Edition) SAP AG or an SAP affiliate company. All rights reserved. Customer 45

46 Thank you Contact information: Andy Lawrence ALM / RSLF Architect SAP AG or an SAP affiliate company. All rights reserved.

47 2013 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see for additional trademark information and notices SAP AG or an SAP affiliate company. All rights reserved. Customer 47