Sizing mysap CRM 4.0. Susanne Janssen Performance, Data Management & Scalability SAP AG

Transcription

1 Sizing mysap CRM 4.0 Susanne Janssen Performance, Data Management & Scalability SAP AG

2 Agenda Available Sizing Guidelines for mysap CRM mysap CRM in the Quick Sizer Additional CRM Sizing Guidelines Helpful Observations on thesizingof mysapcrm E-Selling Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 2

3 Available Sizing Methods and Tools SAP Notes T-Shirt Sizing Simple algorithms with many assumptions Formulas Simple or more complex Offline Questionnaires For structured questions Quick Sizer Based on users and throughput Customer Performance Tests All sizings are performed in close cooperation with development SAP AG 2004, Sizing mysap CRM, PDMS 3

4 Sizing Guidelines in General Locations Quick Sizer Media Library Literature Presentations Industry solutions Cross references to/from solutions SAP AG 2004, Sizing mysap CRM, PDMS 4

5 Available Sizing Guidelines for mysap CRM E-Commerce CRM E-Selling CRM E-Service Channel Management Field Applications CRM Field Sales CRM Field Service Interaction Center.. IC WinClient IC WebClient Marketing. Segmentation CRM Marketing Management CRM Trade Promotion Management Sales Account Management People Centric CRM IPC TREX... J2EE... Yes, Quick Sizer No Yes, Quick Sizer (MSA), Doc (handheld) Yes, Quick Sizer Yes, formula and T-Shirt No Yes, in the Quick Sizer (Portal scenario) Pricing as T-Shirt Partly in QS: searches Yes, T-Shirt SAP AG 2004, Sizing mysap CRM, PDMS 5

6 Agenda Available Sizing Guidelines for mysap CRM mysap CRM in the Quick Sizer Additional CRM Sizing Guidelines Helpful Observations on thesizingof mysapcrm E-Selling Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 6

7 mysap CRM in the Quick Sizer Users Sales Activity Mgmt. Opportunity Mgmt. Quotation & Order Mgmt. Service Customer Service & Support Interaction Center Telesales Customer service Mobile Sales E-Commerce Internet Sales SAP AG 2004, Sizing mysap CRM, PDMS 7

8 Notes to CRM User Sizing in the QS The line Interaction Center is to reflect the overhead for the Interaction Center "layer" Mobile Sales/Service Refers to the parallel connections to the CRM server E-Selling Internet Sales Browsing users are a fraction of the order users Also applies to Internet Sales for R/3 SAP AG 2004, Sizing mysap CRM, PDMS 8

9 mysap CRM in the Quick Sizer - Throughput SAP AG 2004, Sizing mysap CRM, PDMS 9

10 Notes to CRM Throughput Sizing in the QS Internet Sales Also applies to service orders Can be used for Internet Sales for R/3 Calls Use this line to reflect s Reflects the call center "layer" Portal Includes the People Centric CRM scenario TREX Note, TREX is used differently in the Portal and in CRM Portal searches in QS SAP AG 2004, Sizing mysap CRM, PDMS 10

11 Agenda Available Sizing Guidelines for mysap CRM mysap CRM in the Quick Sizer Additional CRM Sizing Guidelines Helpful Observations on thesizingof mysapcrm E-Selling Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 11

12 Additional Guidelines Segmentation Campaign Management Trade Promotions Management Internet Pricing & Configurator (IPC) See "Sizing the Mobile Engine" Handheld Sales/Service for CRM See "Sizing mysap CRM E-Selling & Mobile Sales" Text Retrieval & Information Extraction (TREX) Mobile client SAP J2EE Server Communication and Development Station SAP AG 2004, Sizing mysap CRM, PDMS 12

13 Agenda Available Sizing Guidelines for mysap CRM mysap CRM in the Quick Sizer Additional CRM Sizing Guidelines Helpful Observations on thesizingof mysapcrm E-Selling Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 13

14 Helpful Observations on the Sizing of mysap CRM I Factors that may influence the performance The complexity of pricing Particularly B2B and CRM online For example: group conditions with dynamic pricing Nearly unpredictable search activity TREX Update intervals Catalogs (usually every day) Products (additional load by download, delta download) Business partner (additional load by download, delta download) ATP checks with APO If users do ATP checks, the performance of CRM depends on the performance of the backend system APO SAP AG 2004, Sizing mysap CRM, PDMS 14

15 Helpful Observations on the Sizing of mysap CRM II Large volumes are not necessarily an issue The higher the data volume the more sizing care has to be taken Consider Number of products in catalog and their size Rule of thumb: 10,000 products are fine Number of products Rule of thumb: 100,000 products are fine Number of business partners Rule of thumb: 100,000 business partners are fine SAP AG 2004, Sizing mysap CRM, PDMS 15

16 Agenda Available Sizing Guidelines for mysap CRM mysap CRM in the Quick Sizer Additional CRM Sizing Guidelines Helpful Observations on thesizingof mysapcrm E-Selling Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 16

17 Agenda mysap CRM Architectures: Scalability of mysap CRM E-Selling Internet Sales Internet Sales (R/3 Edition) Sizing the Individual Components CRM R/3 Server SAP J2EE Engine Text Retrieval and Information (TREX) Internet Pricing & Configurator (IPC) SAP AG 2004, Sizing mysap CRM, PDMS 17

18 Business-to-Consumer Scenario: Example SAP AG 2004, Sizing mysap CRM, PDMS 18

19 Business-to-Business Scenario: Example SAP AG 2004, Sizing mysap CRM, PDMS 19

20 E-Selling (Internet Sales for CRM) 4.0 Architecture Search Engine TREX IMS SAP Gateway RFC Web Server HTTP proxy HTTP SAP J2EE Engine Internet Sales Web Application SAP J2EE Server SAP Java Connector RFC CRM CRM Server Web Browser Product Catalog Files IPC RFC RDBMS IPC Server SAP Java Connector FTP/HTTP SAP AG 2004, Sizing mysap CRM, PDMS 20

21 Components of E-Selling Mandatory components CRM Server Java Application Server (SAP J2EE Engine) Internet Pricing & Configurator (IPC) Text Retrieval (TREX) Optional components MS SQL for lean shopping basket HTTP proxy User behavior software, such as, for example, Tealeaf SAP AG 2004, Sizing mysap CRM, PDMS 21

22 E-Selling (Internet Sales R/3 Edition) Architecture TREX Optional Search Engine IMS SAP Gateway RFC Web Server HTTP proxy HTTP SAP J2EE Engine Internet Sales Web Application SAP J2EE Server SAP Java Connector RFC R/3 Web Browser Product Catalog Files IPC Optional IPC Data Loader RDBMS IPC Server IPC Disp. RDBMS FTP/HTTP SAP AG 2004, Sizing mysap CRM, PDMS 22

23 Components of E-Selling (R/3 Edition) Mandatory components SAP R/3 (as of 4.0 B) Web server (For Security Reasons) Java Application Server (SAP J2EE Engine) Optional R/3 plug-in Internet Pricing & Configurator (IPC) While using configuration and customer-specific prices Text Retrieval (TREX) While using customer specific views and /or attributes commonly used for large catalogs SAP AG 2004, Sizing mysap CRM, PDMS 23

24 SAP R/3 vs. CRM Server E-Selling R/3 Edition Requires SAP R/3 Internet Sales Requires CRM Server Can use SAP R/3 for order fulfillment CRM 4.0 Server Based on SAP Web Application Server, Release 6.20 SAP AG 2004, Sizing mysap CRM, PDMS 24

25 J2EE Server "Middle" tier between Internet clients and database regulates the communication to Web server Backend systems Internet Pricing and Configurator (IPC) Text Retrieval and Information (TREX) E-Selling application as of 3.0 uses Java Server Pages (JSP) SAP AG 2004, Sizing mysap CRM, PDMS 25

26 Internet Pricing and Configurator (IPC) Determines prices and configuration information Main components Sales Configuration Engine Sales Pricing Engine Multi-threaded Java architecture Uses CRM Server or standalone DB for data storage SAP AG 2004, Sizing mysap CRM, PDMS 26

27 Text Retrieval & Information (TREX) Used for indexing, searching and browsing in the Web catalog Fast access to product catalog information Internet users who search and browse in the Web catalog create no additional load on the CRM system Consists of Index Management Server Administers data of the index management service Provides ABAP function modules for indexing and searching documents and administrating the indices TREX Search Engine Used for data retrieval SAP Gateway to access the TREX using RFC SAP AG 2004, Sizing mysap CRM, PDMS 27

28 Scaling E-Selling Multiple Web Servers Multiple J2EE Server installations Web Server Web Server Proxy Web Middleware J2EE IPC/Trex HTTP Router Web Server Web Server proxy Web Middleware J2EE IPC/Trex SAP AG 2004, Sizing mysap CRM, PDMS 28

29 Scaling CRM Server CRM Server with multiple application servers J2EE for Web AS uses RFC load distribution with Group Logon CRM Appl. Server Web Middleware J2EE IPC/Trex CRM Appl. Server CRM DB Server CRM Msg Server CRM Appl. Server CRM System SAP AG 2004, Sizing mysap CRM, PDMS 29

30 Scaling IPC / TREX Multiple IPC Installations Using the IPC Dispatcher, several IPC Servers can connect to one J2EE Server Each J2EE Server can connect to an IPC Server / Dispatcher Multiple TREX Installations Each TREX links to a single J2EE Server, therefore it can be installed on each J2EE Server computer Multiple J2EE Servers can connect to one single TREX Multiple TREX Servers can run in a cluster environment SAP AG 2004, Sizing mysap CRM, PDMS 30

31 Agenda mysap CRM Architectures: Scalability of mysap CRM E-Selling Internet Sales Internet Sales (R/3 Edition) Sizing the Individual Components CRM R/3 Server SAP J2EE Engine Text Retrieval and Information (TREX) Internet Pricing & Configurator (IPC) SAP AG 2004, Sizing mysap CRM, PDMS 31

32 CRM Sizing Several different components considered Therefore SAP provides rules for sizing individual components Quantity structure based sizing approach Sizing procedure Determine number of orders and their respective line items created in the CRM Server in a specific time frame In mysap CRM, orders can be created by Download from OLTP CRM Online E-Selling Mobile Sales, Mobile Service Customer Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 32

33 Sizing Procedure Determine the quantity structure of the business transactions as described before Size the CRM Server and SAP R/3 Use the Quick Sizer for CRM Server SAP R/3 TREX (Portal) Portal Size additional components J2EE Server IPC TREX (predominantly CRM) SAP AG 2004, Sizing mysap CRM, PDMS 33

34 Sizing the CRM Server & SAP R/3 System for Internet Sales for CRM Sizing the CRM Server You have determined the number of order line items Determine the hardware requirements using the Quick Sizer Dedicated input screen for CRM Sizing SAP R/3 If you run mysap CRM 4.0 with SAP R/3 as OLTP system, the following rules apply: Take the number of orders and their line items you calculated before Enter the number of orders and line items in component SD-SLS SAP AG 2004, Sizing mysap CRM, PDMS 34

35 Sizing the CRM Server & SAP R/3 System for Internet Sales for R/3 Sizing SAP R/3 If you run mysap CRM 4.0 with SAP R/3 as OLTP system, the following rules apply: Take the number of orders and their line items you calculated before Enter the number of orders and line items in component SD-SLS SAP AG 2004, Sizing mysap CRM, PDMS 35

36 Sizing the J2EE Server For sizing, we assume the following Each order has an average of four line items and eight included images The full processing of one order requires approx. 1.3 CPU seconds, so one CPU can handle approx. 1,000 orders in 20 minutes Per user approx. 2-3 MB memory are required Hints If you run the Web server with a secure protocol (https), you must consider a five-fold increase in CPU consumption for the Web Server Low Disk I/O activity caused by J2EE Server SAP AG 2004, Sizing mysap CRM, PDMS 36

37 E-Selling J2EE Server Category No. of orders (4 line items, 8 images) per hour Configuration Minimum 1 2, , ,200 4 > 11,200 1-processor Pentium III Xeon 700 MHz, 256 KB L2 cache, 256 MB main memory, 10 GB disk 2-processor Pentium III Xeon 700 MHz, 1 MB L2 cache, 1 GB main memory, 10 GB disk 4-processor Pentium III Xeon, 700 MHz, 2 MB L2 cache, 2 GB main memory, 10 GB disk Multiple J2EE Servers SAP AG 2004, Sizing mysap CRM, PDMS 37

38 TREX Sizing recommendation: Same hardware as J2EE Note TREX caching is provided by E-Selling application Once data is cached, low CPU consumption except for manual searches If you encounter low search activity, we recommend to install TREX on the J2EE server Normally low disk I/O but depends on search activity Disk usage depends on amount of indexed products Typical MB for each catalog (version) SAP AG 2004, Sizing mysap CRM, PDMS 38

39 E-Selling IPC Determines prices and configuration information Note CPU consumption depends heavily on customers business process used for pricing No Disk I/O activity caused by IPC No local storage of data You can easily add additional servers as needed For sizing the IPC, see /sizing -> Media Library -> Documents SAP AG 2004, Sizing mysap CRM, PDMS 39

40 Minimum Configuration for Internet Sales: Suggestion Assumption: J2EE, IMS and IPC on one physical machine Sizing recommendation for minimum configuration CPU: 2 x Pentium III Processor 700 MHz Disk: 4 GB, depending on data volume of customer Memory: 1024 MB TREX Search Engine IMS IPC IPC Server Web Browser Web Server Web Server Proxy HTTP SAP J2EE Engine Internet Sales Web Application Internet Customer Self Service RFC SAP R/3 SAP Biller Direct RDBMS SAP AG 2004, Sizing mysap CRM, PDMS 40

41 Questions And Answers Q&A SAP AG 2004, Sizing mysap CRM, PDMS 41

42 Agenda Available Sizing Guidelines for mysap CRM mysap CRM in the Quick Sizer Additional CRM Sizing Guidelines Helpful Observations on thesizingof mysapcrm E-Selling Interaction Center SAP AG 2004, Sizing mysap CRM, PDMS 42

43 Multi Channel Customer Interactions with mysap CRM mysap CRM Interaction Center Forms the Foundation for Collaboration and Communication Telemarketing Telesales Customer Service Analytics Supporting Processes SAP AG 2004, Sizing mysap CRM, PDMS 43

44 mysap CRM Interaction Center Solutions for the Agent Interaction Center WebClient Desktop Application Interaction Center WinClient Business transaction processing Multichannel support (phone, , Web) Productivity tools (scripting, solution search) for the Manager Interaction Center Manager Portal Consolidated Desktop Workflow Applications Modeler Management IC Analytics Tools Integration Workforce with Mgmt. the Enterprise Enterprise Intelligence IT Infrastructure Integrated Communication Interface Real-time monitoring of agents Quality management & monitoring Workflow & routing administration Team management & performance tracking Reporting & analytics Workforce management Training & knowledge management Budget & controlling IT reliability & efficiency, multi-vendor integration for the Customer E-Selling/E-Service Access Live Web to the Interaction Collaboration Center Voice Solutions Web shopping, self-service & support Multichannel access (phone, , Web) Voice self-service SAP AG 2004, Sizing mysap CRM, PDMS 44

45 mysap CRM Interaction Center Solutions and Sizing for the Agent Interaction Center WebClient Desktop Application Interaction Center WinClient Business transaction processing Multichannel support (phone, , Web) Productivity tools (scripting, solution search) Interaction Center Manager Portal Real-time monitoring of agents Quality management & monitoring Not relevant for IC sizing Workflow Modeler IC Analytics Workforce Mgmt. Enterprise Intelligence Integrated Communication Interface E-Selling/E-Service Live Web Collaboration Voice Solutions Workflow & routing administration Team management & performance tracking Reporting & analytics Workforce management Training & knowledge management Budget & controlling IT reliability & efficiency, multi-vendor integration Web shopping, self-service & support Multichannel access (phone, , Web) Voice self-service SAP AG 2004, Sizing mysap CRM, PDMS 45

46 mysap CRM Interaction Center Sizing Frontend Agent Desktop Interaction Center WebClient Interaction Center WinClient Multichannel Communications Phone, , Web chat, etc. SAP AG 2004, Sizing mysap CRM, PDMS 46

47 Architecture Interaction Center WinClient Agent Workplace Web App. Server 6.20 / SAP CRM 4.0 SAP GUI for Windows J2EE Engine Phone * Genesys Gplus * Broadcast Messaging Server Software Agent Framework no 3 Contact Center Communication Mgmt. Software * Channel Mgmt. Universal Queue Interaction Routing Telephony * Multichannel Interface Server Telephony Connector * Messaging Connector * SAPphone Server ABAP Engine IC WinClient Framework CRM Sales, Service, Marketing Multichannel Interface Middleware no 1 SAP R/3 Plug In SAPphone Connector * SAPphone SAP APO * SAPconnect SAPconnect Connector * SAP BW Chat * * = 3rd-party component SAP AG 2004, Sizing mysap CRM, PDMS 47 Internet Pricing & Configurator (IPC) no 2

48 Architecture Interaction Center WebClient Contact Center Communication Mgmt. Software * Telephony * * Agent Workplace Phone * Channel Mgmt. Universal Queue Interaction Routing ICI Connector * SAPconnect Connector * Browser Web Application Server 6.20 / SAP CRM 4.0 J2EE Engine IC WebClient Server Broadcast Messaging Server Software Agent Framework Business Communication Broker Java Connector / SOAP ABAP Engine IC WebClient Business Server CRM Sales, Service, Marketing SAPconnect Internet Pricing & Configurator (IPC) Middleware Index Server TREX Search Engine Index Mgmt. System (IMS) SAP R/3 Plug In SAP APO SAP BW Chat * SAP AG 2004, Sizing mysap CRM, PDMS 48

49 Components IC WinClient Mandatory CRM Server ABAP stack Optional Internet Pricing and Configuration (IPC) Used for sales and some service processes Broadcast Messaging Server (runs in CRM Server J2EE) Interaction Center supervisor sends messages to agents Low resource consumption (J2EE minimum hardware requirements) Telephony Gateway (SAPphone) Low resource consumption Text Retrieval and Information (TREX) Needed for the solution search function since CRM 4.0 Up to CRM 3.1 solution search is done in ABAP stack (Interactive Intelligent Agent = IIA, Solution Database = SDB) SAP AG 2004, Sizing mysap CRM, PDMS 49

50 Components IC WebClient Mandatory CRM Server ABAP stack CRM Server J2EE Optional IPC TREX Multi-channel interaction: Business Communication Broker (BCB) for Telephony, and Chat, server part of IC WebClient (ICMS) Software Agent Framework (SAF): Solution Search and Interactive Scripting Broadcast Messaging Server, low resource consumption Used for Sales and some Service processes For the solution search function in IC WebClient Telephony Gateway (SAPphone) Low resource consumption mainly for customers upgrading from older releases SAP AG 2004, Sizing mysap CRM, PDMS 50

51 Factors That Influence the Sizing of the Interaction Center IC WinClient versus IC WebClient Different user interfaces Different technology, different backend requirements Transition state, will coexist for some time Interaction Center as "internal portal" From within the IC you can use nearly every function of the CRM system Business Partner Search and maintenance, e.g. addresses Registered Product Search and maintenance Business Activity creation (e.g. follow up actions) Telemarketing, Telesales, Customer Service Multiple entries required External systems can be incorporated easily and seamlessly Launching transactions in other SAP systems, SAP R/3, SAP BW, Launch of arbitrary HTML pages Count only once and for the right system SAP AG 2004, Sizing mysap CRM, PDMS 51

52 Sizing the mysap CRM Interaction Center Use the Quick Sizer CRM Server Number of calls: incoming calls plus outgoing calls incoming s plus outgoing s (but not campaigns, mass processing) Number and size of orders (sales and service) Number of opportunities Number of activities TREX Number of search functions Frontend and network requirements Expert sizing Interactive scripting Solution search (user interface part) 3 rd party Common Telephony Integration (CTI) SAP AG 2004, Sizing mysap CRM, PDMS 52

53 Additional Recommendations for the WebClient For a call Take a factor of two (this includes CTI) Excluding CTI: add 15% on the call Orders, activites, opportunities The resource consumption is the same Memory per user Allocate MB per user context SAP AG 2004, Sizing mysap CRM, PDMS 53

54 Questions? Q&A SAP AG 2004, Sizing mysap CRM, PDMS 54

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