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Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, System i, System i5, System p, System p5, System x, System z, System z9, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, Informix, i5/OS, POWER, POWER5, POWER5+, OpenPower and PowerPC are trademarks or registered trademarks of IBM Corporation. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. …

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languages. countries. what is due to Global Operations Heterogeneous Solutions Integrated Business Processes The challenges in global operations are Different locations. time zones There is always a tradeoff between central and distributed solutions © SAP AG SM100 2-4 .&RQVLGHU &XVWRPHUV 6LWXDWLRQ RI 7RGD\ « Global operations Heterogeneous solutions Business processes „ „ „ „ „ 'LIIHUHQW ORFDWLRQV 'LIIHUHQW FRXQWULHV 'LIIHUHQW ODQJXDJHV 'LIIHUHQW WLPH ]RQHV &HQWUDO YV GLVWULEXWHG © SAP AG 2006 „ „ „ „ „ „ „ Large companies today are facing a lot of new challenges in their system management.

technologies. vendors a lot of risks occur in the operation of these solutions: • The skill profile for the staff is growing • The number of interfaces is growing • The customer specific parts of the solutions is growing © SAP AG SM100 2-5 .&RQVLGHU &XVWRPHUV 6LWXDWLRQ RI 7RGD\ « Global operations Heterogeneous solutions „ „ „ „ „ 5LVN Æ 5LVN Æ 5LVN Æ Business processes 'LIIHUHQW DSSOLFDWLRQV 'LIIHUHQW WHFKQRORJLHV 'LIIHUHQW YHQGRUV 3RLQWWRSRLQW LQWHJUDWLRQ &XVWRPPDGH VROXWLRQV 'LIIHUHQW DSSOLFDWLRQV WHFKQRORJLHV DQG YHQGRUV “Who has the skills to understand and handle all the different technologies 3RLQWWRSRLQW LQWHJUDWLRQ “Who are the responsible persons for the increasing number of interfaces and do they know the business impact of their actions?“ your solution is based upon“ &XVWRPPDGH VROXWLRQV “Can you perform upgrades without endangering the stability of your solution?“ © SAP AG 2006 „ As a result of heterogeneous solutions in terms of different applications.

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MOF describes which Microsoft tools could be used in which ITIL process. SM100 2-9 .html © SAP AG 2006 „ Even though ITIL is not yet a legal standard it has become a de facto standard for IT Service Management worldwide. Most widely accepted approach to IT Service Management. To claim at our customers that we as representatives of SAP Active Global Support are aligned with ITIL. MOF is the ITIL fulfillment by Microsoft. Due to this we could use ITIL for our own purposes. It describes on theoretical basis which processes and tasks are necessary. Actually SAP‘s way of operating and supporting matches with the ITIL standard. Other de facto standards in similar areas are MOF and PRINCE2. It is useful be aware at least of ITIL terminology and differences to the SAP internal use of certain terms. it is not a formal requirement to have every employee ITIL certified. It is also important to share a high-level understanding of what ITIL is behind the scenes. ITIL is not a software and not a part of SAP NetWeaver.co. UK de-facto standard for project management developed by the Government. Was re-launched in October 1996.uk/prince2. „ „ „ „ „ © SAP AG † † † † † † † First developed by Central Computer and Telecommunications Agency (CCTA) in 1989. Series of books giving best practice for Service Support and Delivery Processes. ITIL is focused on processes in operations (Service and Support delivery). One of the advantages of ITL is to have the same terms and a definition of the processes in service and support. In contrast to ITIL PRINCE2 is a de facto standard for the project management. Due to this it might happen that they ask us for SAP tools to fulfill ITIL or even if SAP‘s Service and Support Consultants are ITIL certified. ITIL consists of books that provide a description of the processes. ITIL should be seen as the theoretical frame. Best practices in IT Service Management based on Microsoft technology.projectsmart. how to operate software and hardware landscapes. Many of our big customers consider and follow actively the ITIL standard. Combines ITIL with specific guidelines for using Microsoft products and technologies. PRINCE 2 could be used during implementation phase of projects. www. MOF is to see as the interpretation of ITIL with help of Microsoft tools.

It provides the tools required for running the services. © SAP AG SM100 à à How to execute the processes by using tools in SAP Solution Manager? 2-10 . The cooperation of ITIL and SAP Solution Manager is a meaningful combination of ‘What has to be done (ITIL)’ and ‘How can this be done (SAP Solution Manager)’ . They describe the different processes in IT service management and what has to be considered in establishing and operating these services.QIUDVWUXFWXUH /LEUDU\ „ Process Descriptions „ Best practices and recommendations for implementations +RZ 6$3 6ROXWLRQ 0DQDJHU „ Process Execution „ Tool-set for use in IT implementation and operations „ Developed with help of IT service specialists What to consider in establishing and operating IT service management? „ Based on more than 30 years experience in managing business applications © SAP AG 2006 „ ITIL provides best practice guidelines for service management.&RPELQLQJ :KDW DQG +RZ :KDW .7 . SAP Solution Manager takes care of the execution of the services.

Support delivery and Application management..g. • Delivery are all processes which are necessary to offer the service support. © SAP AG SM100 ¦¤ ' 7B¦B ( ¤HG¤ D ¤7¦B@ ¥£Ê©¤ ¥§I2¥%©¥FÊ£©£¥A9 (SAP Alert Monitoring RZ20) 7 4 0  ¦ 0 ( 4 ¤ 7 B B ( ¦  c 0 C6¦Y23 §2IR£§¥¦ ËE20 YeH2R" 7 4 0 ¡ ¤ D  c 0 " ¨ ¦ B f £e¦“&C§RP¦ e0YeHdUÊC£bÄ" È È È  ¤  S4 ¤ " u   % §r£RÇÆ2" È È È È V $P £&£$"  ¤ T ¤  S4 ¤ Reporting  c B ¦   ¨ ¦ ¤4 Ð  ¦ ¤    %# £ËÊ©§&d%£§¨ C©e¦Î ¦  B H v ¦ 0 9 Ï  ¤ 7 ¦ B @ 9 Ï ' c É 04 u Ï ¦ ¤   0 Y%&4 e7“2%££¥§¥A¥P©¤ §2“$©Y%£§¨ C©e¦Î ¦¤ '¤7B¦B ( ¦¤  Î v0 c#¤f 7 c¨¦B §Ê©£¥¥£¢RC§¨ ©©o¦dCs¤ §%¥3v §Ç©e¦o©£$Í  ¦ ¤ ' ¤ 7 B ¦ B ( c ¤ S ¤ f ¤  S4 ¤ %£P¥£©¥£¢£¥¥E% £&§d"  ¦ ¤ ' ¤ 7 B ¦ B ( #  H  ¦ 0 CÌC©©©£ËE& §§`¦Y2Ä9 %¦§Ê©£C¥C¢E& e`c£§B ec§©Ä  ¤ '¤7B¦B ( # É BS ¦¤ '¤7B¦B ( # B¡B ¥£EC£¥¥£IE˜  ¥£F9 7 4 0  ¦ 0 ( Å 7 c 04 ¦ 0 ©e¦2& §d¢sCe¦`ec2“Y2Ä9 ¦¤ '¤7B¦B ( ¤7¦B@ £E©£C£¢E©££¥f9 Message Handling Notes and SAP Note Assistant SAP Support Packages Solution Management Assessment Solution Management Optimization EarlyWatch Alert / GoingLive 2-11 . A customer is a recipient of a service./ %DVLV )UDPHZRUN 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ „ „ This slide describes which ITIL processes are defined and which SAP tools the SAP Solution Manager is offering to follow this ITIL standard. • Service Desks is an exception within the ITIL processes. These partners are called supplier. These are e. the Hot line which deals with incoming incidents.g. If you have in mind an outsourcer. ITIL groups the process into Service Support and Service Delivery processes: • Support are all processes which are necessary to operate a concrete software solution day to day.7. provider. ITIL consists at the moment of descriptions for Service Support. May be there exist underpinning contracts with a third party e. It is more the long term planning and improvement of the IT services./ DQG 6$3 7RROV .7. supplier and user. He is responsible to fulfill the requirements of the customer. The outsourcer would be the provider. another Hardware provider. The service desk is to be seen as an function not as a process. „ Very important terms within the processes are customer. The user is a person who uses the service on a daily basis.

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** . Customer. business view. The change management is responsible to make changes requested by problem management for solving problems.7 . Impacts because of the changes should be minimized. and is designed closely to support the ITIL scenario. It has to pay intention to the different views: Users.7 (QG XVHU Problems Service Desk Request for change Request for change Incidents Requests for change Service Desk Note Assistant.QIUDVWUXFWXUH © SAP AG 2006 „ „ The change management component is new in the SAP Solution Manager 3. Does the change fulfill the request? „ „ „ © SAP AG SM100 ûöø úø÷õöõ £Ì©£¥£Ëù ¦ ¥  õ ¨ õ û ¥©qó 2-13 û ø úø÷õöõ ù øõ ö Ê©£C%§¢Ê©%ø   ø ûöø úø÷õöõ ù ø÷öõô §E©£¥CC¢Ê£©§¥fó ûöø úø÷õöõ %£P©C¥¥CIù ¦ §û ¥   ¥ ÿ õ   ¡õ ¤¢ ¥ £  Incidents.2. They need standardized methods to do the changes fast and controlled.6HUYLFH 6XSSRUW ZLWK 6$3 6ROXWLRQ 0DQDJHU . For each RfC (Request for change) a priority and a category is to be defined. The category depends on the necessary resources for implementing the changes. After the implementation of an RfC the change management has to review the results of the change. The change advisory board is the community which decides about major and immediate RfCs. Technical view. The priority is again the sum of urgency and impact. Service requests éëÚ òè êÚÞÚß ð ï ãfà©Ø åàñåq æë 1˜ï eé©Ý%å§q}Ù eÞå¥fãIà`ÚÝÜÝÙ ×Øèèç ä Ú æ ×Úä âá ß ×ÚÞØ ûöø úø÷õöõ %£Ì¥£©%§¢ù ûöø ¥ ££ ©ö  % &ú ûöø úø÷õöõ £Ì©£¥£¢ù ú   ÿ þý ©ø ¡23Rü ÷ õ ö õ ù ¥û " ¥ C%§¢Eö þ $¥õ ý #÷ ! ö þ ó Û ê¥Ø%ØÔ×åÚîÝÝåFf¥Ø 3ãç ©©ä í ë í ì ë æé ê Ø ÛÚÛÛÚÙ ×Ö Ó }Ü}}}6Ø¥ËÕ © ÓÔ . Change Request Management Change authorization Central system data and Customizing Change authorization Upgrade Managm.

Weitere Infos zu den Prozessen und Tools sind im Word-Dokument zu finden. • EarlyWatch Alerts • Implementation of mySAP based on Business Processes • Central Documentation of Implementation Project • Setup Business Process Monitoring SM100 ö ¥ d÷ )(ø   " 0 ¥ ' 2-14 û ö ø ú ¥ " 1 2¥£E©ø ý #ø  ÛÚÛÛÚÙ ×è ÛÛÚ æÛç ñÝÝã}6Ø%tà}ñë %ñá `ÛñÜ`Ú× Ü©9C7 éëÚ ò æç8Ú Û ê¥Ø%ØÔ×åÚîÝÝåFf¥Ø 3ãç ©©ä í ë í ì ë æé ê Ø ÛÚÛÛÚÙ ×Ö Ó }Ü}}}6Ø¥ËÕ © ÓÔ ø ¥ ¥û ¨ å5 &ú $%43 øû ø ¨ ˜¥õ ý ¥63 . • Mapping of Business Processes to IT Landscape • Test Workbench • Global Roll-Out • Customizing Synchronization © SAP AG 2006 „ „ Diese Folie zeigt die verschiedenen ITIL Prozesse aus dem Bereich Application Management und durch welche Tools sie unterstützt werden. • Central System Data.$SSOLFDWLRQ 0DQDJHPHQW ZLWK 6$3 6ROXWLRQ 0DQDJHU • Change Request Management • SAP Services • Upgrade Management • Change Management • Optimization Projects 0RQLWRULQJ • Business Blueprint. © SAP AG ¦ þ   ø ' ¨ • System Monitoring • Business Process Monitoring • Central System Admin.

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The advantages are that you have a central point of access. serves as a central instance within the solution landscape to manage the complete solution. and that dependencies between different components are taken into account. As central instance. SAP Solution Manager provides a variety of centralized services both for implementing and operating your SAP solutions. This includes applications developed by SAP. that you can do end-to-end process control. as part of SAP NetWeaver.7HFKQLFDO 'HWDLOV 6$3 6ROXWLRQ 0DQDJHU 6$3 6ROXWLRQ 0DQDJHU 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 2003 „ „ „ „ SAP Solution Manager. that you can ensure consistency within your landscape. as well as other applications. customer and 3rd-party applications based on SAP NetWeaver. © SAP AG SM100 V V V V V V V V † U S R PI G E C A TG T(G QHFDB@ † † † runs on SAP basis technology can service all SAP technologies integrates non-SAP products and 5 &50 $32 centralized: Process description Documentation Testing Configuration and Customizing Note handling Monitoring Service delivery and execution Landscape definition 2-16 .

and life-cycle-oriented approach and should therefore be actively used at all customer sites. operation and optimization of SAP solutions Implement Optimize © SAP AG 2006 „ „ „ „ The SAP Solution Manager is NOT positioned against existing knowledge management. If a best-of-breed product is chosen because it offers more functionality in a specific area. we recommend to evaluate the SAP Solution Manager nevertheless. Our strategy is not to replace existing software products at customer sites.7KH 6$3 6ROXWLRQ 0DQDJHU $SSURDFK 7KH 6$3 6ROXWLRQ 0DQDJHU LV D QHZ W\SH RI DSSOLFDWLRQ ZKLFK« Contains best practices for implementation. solution management and other best-of-breed solutions. © SAP AG SM100 ý ¥ ÷¥6ö¥ 2þ û ö þ ù ö þ !" )þ d ¥û   e  ¡(ø ' ø £ ø % ¥ §ý Rd ¦ ý ø ¥£   ø ' ø £ ø  ¥ ý Rd i i t  yw ¡uq‚€xv i i t rp i g ¡uqsq#hf ûöø úø÷õöõ CÌC©©¥£Ëù ø÷öõô £CC¥Aó ûöCøÌC©©¥C¢ù úø÷õöõ û  a þý ø b“$ü Is delivered as part of your annual maintenance fee ûöø úø÷õöõ ûöø úø÷õöõ %£P©C¥¥C¢ù %£P¥£¥£Iù û (ø ` ø    X £÷ Tø Yþ ö W ý r§õ d` ø  ö ý ø÷   X £§Tø cTþ ö W † † † † † Takes a consistent business-process and phase-oriented approach End-to-end functionality for application management and continuous improvement Provides full life-cycle support and collaboration with SAP 2-17 . We think that the SAP Solution Manager offering is compelling because of its integrated. but to coexist and bring additional value to the customer. process.

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.VVXH 7UDFNLQJ  0RQLWRULQJ  5HSRUWLQJ 5RDGPDSV 3URMHFW $GPLQLVWUDWLRQ © SAP AG 2006 „ „ Solution Manager for Implementation Procedure Model (Roadmaps) • Focus: product-specific information.PSOHPHQWLQJ 6$3 6ROXWLRQV ² 3URFHVV LQ 'HWDLO ‰ ‡  ö ø ¥£ þ ˆCõ ö þ $%õ ý ©ø d¥  ©eö¥ † ¥û õ ý ü õ  ø   ø (©( 6$3 6ROXWLRQ 0DQDJHU • • • . process-oriented configuration and testing. status and issue tracking © SAP AG SM100 ©Ce!r%¥ƒ$(hó ÷ ö¥ ûû ø  % û  " ø ¥ þ ôö¦ Ü5 ¡ö “ý C§qd • ÷¥6ö¡eöõ d` ¥ ¥ ý þ ¨ û 3ý ‚%(ø ` • ü  ø   ø þ ©((% &ý ¨ Æ¢ d ö þ ¥õ ÿ ö þ $¥" Bþ  ø  ¥û   ý Eú þ ©cCeö! ø ' ø û" ø ¥ • • ö þ $©õ ý #e÷…ö þ ó ¥û " ¥  ø   ø ¥% ø ý B÷ $ö " ¥ þ “ý ¨ þ ó û ¨ø   oö¥ ý " x0  ø ö¥   ©`" 0  û  þ ¨ ø ¥ %Tø a “ý „©`ö$(ø ö þ $%õ ý ©¡ø Rü ¥û õ ¨ ý û  þý ©ø a &Rü ø¨õö ¥¡%©©T£õ   ú øû  ¦  ¨ "û ø ©r¥(Y!Rd ' 2-19 . no project management • Knowledge transfer to project team and technical implementation aspects are key elements • Available services aligned with the Procedure Model „ Implementation Content • Business process repository as initial input for a process-driven design of a customer solution • Initial focus: mySAP CRM and mySAP SCM implementations „ Tools • Basic ASAP tools (Blueprint and Master List functionality) • Integrated use of customizing and test tools • Focus: scoping.

6$3 6ROXWLRQ 0DQDJHU DV FHQWUDO FROODERUDWLRQ KXE 6$3 &XVWRPHU Experts SAP Solution Manager Service Marketplace Knowledge 6HUYLFH .QIUDVWUXFWXUH $SSOLFDWLRQ 0DQDJHPHQW © SAP AG 2006 „ „ „ „ „ „ „ Issues: Harmonize Visualization of System Landscapes in SLM and Solution Manager Scenarios are shipped via BPR/Service Marketplace and Master Component Repository Scenarios implemented are stored in Solution Manager and SLD Clarify relationship between Versions in Solution Manager and and Editions in Solution Builder (PPMS) Interfaces between Solution Manager and SLM have to be defined Define Use Cases © SAP AG SM100 n•• q 22dee p p – – n“q ”d “ o onnmee m m m …$(gQQ‘’’ ‘ Qll Qk’ƒg’QQ‘’ ‘ “ k’ƒ“ g “ “ ddfj ssx…Qhii h f f f22dee d ˜ ™– —• • “ g ™—ƒ”……‘’’ ‘ ˜– “ ý 3%£s%©C&sú þ ó øû ö ø ó ø  ö øû ø ¨ ý Eú þ %ró ø û" ÷ ¥ Ceö$û   6ROXWLRQ /DQGVFDSH 2-20 ÷ ¥ " ¥6ö$û   )ö þ ó ý ¥Yû ý õ ü øö "  ö þ ó Æ¢ ü d .

This is one very significant benefit that SAP Solution Manager brings – the ability to replace several un-integrated tools with a single product which provides seamless integration. service desk. and which comes at no extra cost as a part of their SAP Standard Support. These organizations would include SAP Development. transparency. SAP Solution Manager provides our customers with all the productivity and response time benefits of e-support as well as with the certainty that their needs and challenges are being dealt with by the most expert resource available. and maintain separate software and hardware solutions that provide these functions.000 professionals we can call upon to assist our customers. SAP Solution Manager is a unique solution stack which enables several of its integrated business processes to seamlessly interact with the customer’ s IT landscape (change management. the customer’ s IT landscape is connected to the SAP Solution Manager. Moving to the left. implement. AGS is able to interact with a number of SAP organizations to ensure that our customers receive the right assistance at the right time. SAP Consulting. and flexibility. The importance of SAP Solution Manager in both cost and efficiency terms cannot be over-stated. and the IT group’ s charter – to implement.6$3 6ROXWLRQ 0DQDJHU ² 9DOXH 3URSRVLWLRQ &ROODERUDWLRQ &XVWRPHU 7KH VXSSRUW KXE DQG WKH JDWHZD\ WR 6$3 © SAP AG 2006 „ On the right-hand two-thirds of the slide you have a greyed-blue box representing the customer’ s environment. SM100 2-21 „ „ © SAP AG  øû &¥õ ý ûöCøPú©C©¥£Ìú ö þ $%¥   ¡©õ ø÷õöõ ¥û õ ¨ ¨ ÷ øû ¥   ø ¥ õ  ö õû 3%`öŽˆ5 # ý §TC&dd | ~}|{ 9bv9vz `â êæé %á %vÚ %t æ æu ê   ø þý ( 3Rü   ø ö¥  ((©e¡" 0 € { | „ © € g©z ý ø 2þ ó 6$3 6ROXWLRQ 0DQDJHU ‰ ÛÚ ñ©† Ú æ ×Ú }Ù eÞå¥ä Œ ò î íë í hà}Rì éÛÚç8Ú }}}©9©7 Úîë ‹ Üàåí #w âÙë ×íèÛë × ã}%eÚ%ñ%ñå6íCÔ ƒ |‚ 99|  ””{ € âÙë æ æ y ã}%Ú åÙ &sybx ê ×éë 6Ø3ã©Ø w î æ× æ ë Ø Ýë ˜©oØé ¥Uì ë æé ê Ø ¥Ø &ñç ¥Cä ÛÚ æ ×Úä Ö … Ý}Ù Þ ©tU(ä y Ø × Ú ê Ú ƒâ Ý æÞ %©† Ûë æé ê Ø ä Ö … ñ¥Ø 3ãç ©CtU(ä y Ø Ú ß í× î bÄà`¥Üè Š Ûë æé ê Ø ä Ö … ã¥Ø &ñç ©©tUä y Ø ë æé íé ë Ú ò ê è b¥Ø &ñoñåÚ %Æ Óò Û Ù 3}å}©Ý æí æé Û Ø ë î † î æêçÛë }ë &é Üã¥Ø Ö … Uä eé©Ý%å§ãÝ© êØ ‡ ×Øèèç äêíá Ú æé Ù … Ö … àÞ &ñ2hUä ë æé í Ù ç ß ¥Ø &}ñà¥x Ö … Uä éëÚ òè êÚÞÚ }åå©Ø ÝñC† Ö … Uä éëÚ òè êÚÞÚ ñå¥Ø %}}©† ò éÛ Ö … XØÝãç w U(ä î æé Û Ø Ýë 3ÝÜCˆ Ö … F(ä w . control. as well as the applications. (These are the four core value props that SAP Solution Manager provides) That is. In the center of this landscape we have the core business processes that drive the company. and that is its role as a gateway to SAP’ s Active Global Support (AGS) organization and the network of over 12. etc). a single user interface (for ease of use). These business processes are core function within SAP Solution Manager and replace the customer’ s need to purchase. However. which in turn means we can respond faster and more accurately than otherwise. and so on. and continually optimize these processes. if a CIO could maximize these four goals then the chances of success in their mission would be significantly increased. This unique solution stack logs the information AGS needs to address a customer’ s OSS issue. operate. That is. The goals of the CIO are represented in black in this box – efficiency. there’ s an additional benefit with SAP Solution Manager. Specifically (on the far left-hand of the slide). Their IT landscape contains the applications we’ d expect to see – some SAP and some not.

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BI and KW licenses. 0RQLWRULQJ „ Licenses to implement or monitor customers own non-SAP solutions are included in the standard maintenance fee as well . licensed SAP systems are included in the standard maintenance fee.6$3 6ROXWLRQ 0DQDJHU  /LFHQVLQJ *HQHUDO „ All licenses to support customers own.PSOHPHQWDWLRQ 6HUYLFH 'HVN „ Each user working on non-SAP messages needs an own professional user in the SAP Solution Manager system © SAP AG 2006 „ Details on licensing has to be clarified with your local account representative. e. © SAP AG SM100 2-23 .g. CRM.

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The mass shipment of SAP Solution Manager 4. 5HOHDVH 6WUDWHJ\ DQG 0DLQWHQDQFH SM100 2-26 . SAP Solution Manager 4.2 will stay in mainstream maintenance until March 2009.0 is focusing on optimizing support processes.0 is geared to the Extended Maintenance of the SAP NetWeaver 04 release.žœ › !(‘š ª ¨©  › €œ ‘š ª ¨© š › ™œ ‘š œ › vœ 9š ª ¨© ›œ › ™(9š ª ¨© § ¥¦ ¤›› vv‘š £›› vv‘š § ¥¦ ¢› ›š  ›› ”‘9¡k9‘š § ¥¦ ª ¨© Ÿ›› vv‘š § ¥¦ ž›› ”9‘š § ¥¦ ›› k9‘š °³·¶· ­ ´¶ 22° n· 29˜ ´³°²¬±° ¯ ­¬« µ´³ nQQ9…® ”2g• °³·¶· ­ ´¶ n§nQ° s· n9˜ ´³°²¬±° ¯ ­¬« µ´³ 2§…2‘Q® ”§€• °³·¶· ­ ´¶ n2Qn° n· 29˜ ´³°²¬±° ¯ ­¬« µ´³ n§§Q9…® ”§€• Ú Ù ë íë é æ í É ò í ×é Û æ í }Ýñ%6Ú}ë åUoìjÜàeÚ3}ãë Uì Æ ÇÆ Ä ””sÈÅ §Ã Æ ÇÆ Ä ”””ÈÅ à æå ä Ü Ö ã Ú n©uÚ á râ á à ßÞ Ý » ½ ¼ Ý €× ”)–j¡» å ä Ü Ö ã Ú À #Ú á râ á à ßÞ Ý » ½ ¼ Ý €× ”)–j¡» Ü Ö ã Ú Á å  Ú á râ á à ßÞ Ý » ½ ¼ Ý €× ”)–j¡» Ú Ù ë í ë é æ í É ò í ×é Û æ í Ý}}6Úñë RXìjÜ}6ÚrÝñë Rì Æ ÇÆ Ä sg”ÈÅ §Ã ÚÙ ë í ë é æ í É ò í ×é Û æ í ñàå}åXÚãë UoìjàÝ`Ú3Ýãë Uì °³·¶· ­ ´¶ 22§2§° n· v˜ ´³°²¬±° ¯ ­¬« µ´³ §n2!9…® s2—• °³·¶· ­ ´¶ n§nQ° s· k˜ ´³°²¬ ±° ¯ ­¬« µ´³ 2$2‘Q® ”§€• ÓÐÔÑ Ð —ggT—Ï ÍÎ ° ³ · ¶ · ­ ´§¶Ê n§° s· 29˜ Ë Ì°Ì· §2 ­° ÓÐÔÑ Ð g€k—Ï ÍÎ ° ³ · ¶ · ­ Ë¶Ê nQ2§n° n· §v˜ ´ Ì°Ì· §§2 ­° ÓÐÒÑ Ð —ggT—Ï ÍÎ ° ³ · ¶ · ­ Ën¶Ê n§° s· Q9˜ ´ Ì°Ì· § ­° ÓÐÒÑ Ð ——”gÏ ÍÎ ° ³ · ¶ · ­ ´Q¶Ê sQ22° n· v˜ Ë Ì°Ì· § ­° Ú Ù ë í ë é æ í É ò í ×é Û æ í }Ý}oÚñë åU6ìhÜÝ`Ú&}ñë %Rì Ú Ù ë í ë é æ í É ò í ×é Û æ í ñàåÝåoÚñë %RoìhàÝ`Ú&Ýñë åFì Æ ÇÆ Ä sg”ÈÅ §Ã Æ ÇÆ Ä ”””ÈÅ Ã Â Ü Ö Û Ú Ö Ø× Ö Á ÙQqÕ ½ ¼ j»  Á Á TÀ ½ ¿ ¾ ½ ¼ » ¹ ‚)&xº¸ © SAP AG „ „ „ © SAP AG 2006 The Mainstream Maintenance of the SAP Solution Manager 4. Afterwards. SAP Solution Manager 3. and implementing continuous improvement processes.0 has started in April 2006. it will move into customer-specific maintenance. collaboration.

00 Solution Manager Diagnostics required for root cause analysis of Java based SAP solutions Mass shipment SAP Solution Manager 3.20 Solution Manager Diagnostics WebAS 6.2 WebAS 6. 7HFKQLFDO LQWHJUDWLRQ of Solution Manager Diagnostics into the SAP Solution Manager platform.5RDGPDS IRU 6$3 6XSSRUW .0 WebAS 7. If your SAP competence center selects the new continuous improvement service offering. &RQWLQXRXV LPSURYHPHQW services: The SAP Solution Manager has detailed information about your solution. For example. and import to your production systems.2 mySAP ERP 2004 requires SAP Solution Manager Improved message entry process via SAP Support Portal Mass shipment Solution Manager Diagnostics ý ¢ù õ ý¨ ¢ SAP Solution Manager 3. „ „ © SAP AG è ˜ è ˜ — ˜  (4ø ' é ˜ • s™ rç é ˜™ “ s9ºç è ˜™ — sjç è ˜ • s™ rç SAP Solution Manager required for root cause analysis of all SAP solutions Corporate functionality only via SAP Solution Manager Mass shipment SAP Solution Manager 4. SAP Solution Manager 4.40 SM100 2-27 . it will allow you to implement support packages and SAP notes end-to-end.0 SAP Solution Manager 4. an appointed SAP contact will be named.0 will provide functionality to automatically identify relevant patches. and will actively work with you on a regular basis to solve your business-critical SAP issues. such as key business processes and the SAP system landscapes.QIUDVWUXFWXUH © SAP AG 2006 „ „ „ 6$3 6ROXWLRQ 0DQDJHU  This upcoming release will focus on three major aspects: Enhanced support of \RXU NH\ VXSSRUW SURFHVVHV The SAP Solution Manager 4.0 release will offer functionality to assist you with your major application management tasks.0 Start of Ramp-Up SAP Solution Manager 4. and document and manage their implementation. testing.

H\ %HQHILWV „ 'HOLYHUHG DW QR DGGLWLRQDO FRVW „ .1 SP20) is WHFKQLFDOO\ UHTXLUHG to perform any upgrade or installation of mySAP ERP 2004. a SAP Solution Manager system (minimum requirement 3. „ © SAP AG SM100 2-28 .7 VROXWLRQ „ 5HGXFLQJ FRVW RI LPSOHPHQWDWLRQ RSHUDWLRQV DQG FKDQJH PDQDJHPHQW SURMHFWV „ $FFHOHUDWLQJ WLPH WR EHQHILW „ /HYHUDJLQJ H[LVWLQJ . Using the SAP Solution Manager along the lifecycle of your mySAP ERP solution leads to a IDVWHU LPSOHPHQWDWLRQ DQG PRUH HIILFLHQW RSHUDWLRQ by providing all implementation and upgrade content for commonly used standard processes.QFUHDVLQJ UHOLDELOLW\ RI . projects become more transparent by having the up-to-date central project documentation all in one place at any point in time. To ensure the availability of this application management platform. In addition.6$3 6ROXWLRQ 0DQDJHU  . It enables new levels of business process and technology integration while laying the foundation for incremental evolution of your solution.7 LQYHVWPHQWV „ $YDLODEOH IRU H[LVWLQJ 6$3 VROXWLRQV © SAP AG 2006 „ mySAP ERP 2004 is designed to meet today’s changing demands on ERP.

6XPPDU\ 6$3 6ROXWLRQ 0DQDJHU HQVXUHV « 7UDQVSDUHQF\ (IILFLHQF\ )OH[LELOLW\ &RQWURO … entire IT landscape – SAP and non-SAP … entire solution lifecycle … gateway to SAP services … aligned with SAP’s best practices … tools. • Control – this is a critical and elusive target for a CIO. • Transparency – the ability for a CIO‘s solution lifecycle and IT landscape (SAP and non-SAP) to be made transparent through SAP Solution Manager‘s functionality • Efficiency – a platform (SAP Solution Manager) which provides best-in-class best practices – which promote efficiency and operational effectiveness. and services … scenario driven … full integration © SAP AG 2006 „ These four points represent the core value proposition of SAP Solution manager. content. © SAP AG SM100 2-29 . seamless ‚health checks‘ for the customer‘s SAP landscape and core business processes. Inevitably. This gateway function is important because it leverages the EarlyWatch alerts which are automated. and SAP Solution Manager is able to provide it because of its complete integration as well as the way in which it can automatically map and analyze the core business processes within the SAP application landscape. as well as providing a gateway to SAP‘s support. such a degree of control will lower the time it takes to achieve a return on the implementation of SAP Solution Manager. • Flexibility – the capability to utilize SAP Solution Manager in a number of different ways (use cases) to maximize its impact on the organization and minimize operating costs.

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operational. The most straightforward scenario is the use of a single SLD. „ © SAP AG SM100 3-4 . and maintenance of your system landscapes – including the SAP NetWeaver system landscape you are installing. it is also possible to have more than one SLD distributed over the system landscape. different interfaces. and different requirements placed on installation and change management.W LV FRPSOHWHO\ LPSOHPHQWHG ZLWK -DYD WHFKQRORJ\ DQG GHSOR\HG DV D -DYD FRPSRQHQW RQ WKH 6$3 :HE $SSOLFDWLRQ 6HUYHU „ 6\VWHP /DQGVFDSH 'LUHFWRU\ LV DQ 6$3 1HW:HDYHUŒ FRPSRQHQW © SAP AG 2006 „ Today’s system landscapes consist of multiple distributed software components with different platform dependencies. upgrade. depending on organizational. or security reasons. However. Automatic message forwarding as well as sophisticated data export and import functions are provided to support the operation of multiple SLDs. „ $V 6\VWHP /DQGVFDSH 'LUHFWRU\ LV DOUHDG\ FRQWDLQHG LQ WKH LQVWDOODWLRQ RI HYHU\ 6$3 :HE $SSOLFDWLRQ 6HUYHU -DYD  RU KLJKHU „ . An overall concept is required that facilitates the implementation. This is where 6\VWHP /DQGVFDSH 'LUHFWRU\ (SLD) comes into play.

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database and system data „ For using the 6\VWHP /DQGVFDSH 'LUHFWRU\ 6/'. The SAP Solution Manager can get server.: • You have assigned the Solution Manager to a transport domain in the Transport Management System (STMS) • Or you have specified the Solution Manager system as the new domain controller in the transport management system.

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• The user SAPJSF is assigned in the Visual Administrator. 5HTXLUHPHQWV • <RX KDYH LQVWDOOHG D 6ROXWLRQ 0DQDJHU 'RXEOH 6WDFN A connection to send system data to SLD is created automatically. • You have to activate an RFC connection (such as sapsldapi_J2E) in the Visual Administrator for SLD under -FR 5)& 3URYLGHU -> 5)& GHVWLQDWLRQ. • For the communication between ABAP and Java the SAP Solution Manager needs the user SAPJSF. • To send data from SLD to ABAP you must start a server in Java. This server will wait for ABAP calls.(VWDEOLVK &RQQHFWLRQ IURP 6$3 6ROXWLRQ 0DQDJHU WR 6/' © SAP AG 2006 „ The Solution Manager system data should be saved in its SLD. © SAP AG SM100 3-6 . This User is used to read data from SLD.

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: • Choose (GLW → ([SHUW 6HWWLQJV. • You can also change these options when setting-up the System Landscape Directory. • Choose &RQWLQXH. • You can change the other options. • You can write data back into SLD by entering a value for :ULWH 'DWD %DFN LQWR 6/'. see 6\VWHP /DQGVFDSH 'LUHFWRU\ in the SAP Library. „ • Specify the server from which SLD data is to be read. © SAP AG SM100 3-7 . „ For further information. as 6/' +RVW.

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There is a R/3 System version 3.g.0 FODVV GHILQLWLRQV „ YLHZ DQG FKDQJH &.0b.0C.1 SID Support Package xxx … NR.1. With help of CR content SAP avoid wrong or non existing LD data for SAP products.is the component repository data.g. 4. CIM-Common Information Model -> Skip to next slide „ „ „ © SAP AG SM100 3-10 .these are the concrete descriptions of existing systems e. It includes the possible versions.is important for development if you have reserved name spaces for developed objects. support packages and it‘s combinations for pre-selections. 4. 4.0 GDWD © SAP AG 2006 „ CR. „ PDQDJH QDPH UHVHUYDWLRQ IRU GHYHORSPHQW „ &.0B.…this would be CR. LD. e. For product R/3 there are the allowed version 3.

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© SAP AG SM100 er„„rrˆ„`|r„ ‚~ … ‰‡ z ‰…‡ † …ƒ ~|{zxw v u €}yy¢Ut sq rr 3p ‹‘Ž Œ‹ my2€Š sq rr 3p NetWeaver Development Infrastructure nl omk ji 3€h `–X„„R„`|&} 6“’ … ‡ † | • ” …‡ ~ sq rr dp nl omk nl 5ok ji d€h ji 3€h +$ &OXVWHU 6/' 6$3 6ROXWLRQ 0DQDJHU 3-12 . Possible SLD clients are the SAP Exchange Infrastructure (SAP XI). Nevertheless. This imposes high demands on the SLD regarding availability and stability. +LJK DYDLODELOLW\ concerning operation. and the SAP NetWeaver Development Infrastructure (NWDI). The use of only one central SLD for an entire system landscape is shown above. and production (Prod). These systems may consist of several instances for development (Dev). and upgrade of the SLD is crucial for clients that depend on SLD data. all instances are bound to one central SLD.&HQWUDO 6/' IRU DOO 6$3 1HW:HDYHU $SSOLFDWLRQV 6/' :HE '\QSUR :HE '\QSUR © SAP AG 2006 „ &HQWUDO 6/' IRU $OO $SSOLFDWLRQV • Simplicity is often the key to robust and easy to handle system landscapes. quality assurance (QA). WebDynpro applications. SAP Solution Manager. maintenance.

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e. e. system components and main instances. You create attributes for servers.g. The system cannot determine all server data automatically.g. with the frequency.7UDQVDFWLRQ 606< ² &UHDWLQJ 6HUYHU (QWULHV © SAP AG 2006 „ The system determines the displayed data automatically. systems. if you have set-up automatic data capture for the system landscape. „ © SAP AG … … €  ˆ† Ÿ  ~ | ‡ | … z š‡  ” z  † ‰ š ™ ‡ { „}žq™œ€`A˜d ˜z yyœ¥›©}© ˜ — ˜”† X|„ £ œye|3œ©„z ‡ ‡z …‡~ š  …†  ƒ ~|z ‰š¦ ”|~ ‡¥ „ ˜z   %€¢„ ˜~ } £ }A¥yF ”¦ „© ˜š €¢¤ ˜”† ™|€ £ ‡ ” | ~ { z ‡  {‡  ƒ %„ ˜z ˆ6q„&¢} ˜~ „ ¡ SM100 3-14 . hardware attribute information or the person responsible for a system. so you can complete it. databases. to be able to assign additional properties to them.

• Choose attribute values from the possible entries help in the Other Attributes tab. • Enter the required data. • Save the changes. © SAP AG †|§ ‡ €}ˆy™|„| £ Ÿ  ~ | ‡ | … z š‡  ” z  † ‰ š ™ ‡ { œ€A6}„6yA˜Ry ˜z ˆœ©A}© ˜ — ˜”† X|„ £ œye|3œ©„z ‡ ‡z …‡~ š  …†  ƒ ~|z ‰š¦ ”|~ ‡¥ „ ˜z   %€¢„ ˜~ } £ }A¥yF ”¦ „© ˜š €¢¤ ˜”† ™|€ £ ‡ ” | ~ { z ‡  {‡  ƒ %„ ˜z ˆ6q„&¢} ˜~ „ ¡ SM100 3-15 . and choose &UHDWH in the context menu. • Select the landscape component 'DWDEDVHV.7UDQVDFWLRQ 606< ² &UHDWLQJ 'DWDEDVH (QWULHV © SAP AG 2006 „ „ 3UHUHTXLVLWHV 3URFHGXUH • You are in the 6ROXWLRQ 0DQDJHU 6\VWHP /DQGVFDSH transaction SMSY).

You can enhance this data or switch the data source to manual maintenance. The system determines the displayed data automatically for ABAP-based SAP products. and non-SAP-products. You can also create systems under the guidance of assistants. if you have setup automatic data capture for the system landscape. To call the assistant. „ „ © SAP AG ™ ‡†¦ ˆ™€„„† Ÿ  ~ | ‡ | … z š‡  ” z  † ‰ š ™ ‡ { œ€A6}„6yA˜Ry ˜z ˆœ©A}© ˜ — © €}€X|€} ‚~ †z~ ‡† ˜~ U¥q¥ ˜š }€ %¥o€3¢ ˜~ X|œ ˜~ R• | • ƒ š ~ ‡z ”  t¨  {‡ ‡ | © œ© ˜š e† ª †~ … ‡z … ” ‡† }„‰ £ 6š¥v £ ” ™|€œ ‚~ ¨ { ~ ~ ‡z …v¨… }3‡ £ | © © ˜š „„‰ £ 6š¥„©š © ~~ ”v¨…{ ‡z ” %£ „y%| ©}€r ˜‡ }€ ¥t SM100 3-16 . in the context menu. to use them in your solution landscape in operational processing. and choose &UHDWH 1HZ 6\VWHP ZLWK $VVLVWDQWV. For non-ABAP-based SAP products.7UDQVDFWLRQ 606< ² &UHDWLQJ 6\VWHP (QWULHV © SAP AG 2006 „ „ You create systems to be able to use them in Solution Manager projects. you must create systems yourself. select the landscape component 6\VWHPV.

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Select the RFC Destinations to be created by marking the check boxes.'!&/17&OLHQW!B%$&. 5)& 'HVWLQDWLRQV ZLWKLQ WKH 6ROXWLRQ 0DQDJHU 60B6. SM100 3-19 .*HQHUDWH 5)& 'HVWLQDWLRQV  . Go to the tab “Clients”.'!&/17&OLHQW!B5($' 60B 60B6. and choose the “User Option”. select the client and choose the “Generate RFC Destinations” button. This RFC will be used to send Service Data and Support Desk messages from the Satellite system to the SAP Solution Manager system. to read the “Data Collection method” for System Monitoring. select “Landscape Components” and in the tree “Systems” Æ <Product> Æ <SID> Æ <Instance>.'!&/17&OLHQW!B70: 60B6. transaction SMSY. © SAP AG † † † † † This RFC will be used to “Read system data remote” from transaction SMSY. 5)& 'HVWLQDWLRQ UHTXLUHG LQ WKH 6DWHOOLWH 6\VWHP RQO\ © SAP AG 2006 „ „ From the “System Landscape”. You can generate RFCs automatically from transaction SMSY. A new screen “Generate RFC Destinations” will be displayed. This RFC will be used by the System Monitoring for accessing the “Analysis Method”. This RFC will be used for the Change Manager.'!&/17&OLHQW!B/2*21 5)& 'HVWLQDWLRQV LQ ERWK WKH 6$3 6ROXWLRQ 0DQJHU DQG LQ WKH 6DWHOOLWH 6\VWHP 60B6.'!&/17&OLHQW!B75867(' 60B6. This RFC will be used by the Customizing Synchronization functionality and by the System Monitoring for accessing the “Analysis Method”.

/H/1.*HQHUDWH 5)& 'HVWLQDWLRQV  .6. • The following dialog box displays the message server data.g. If the specification of the message server is not sufficient to set-up an RFC connection in your network.3.QIRUPDWLRQ in the 5)& 'HVWLQDWLRQ $WWULEXWHV group box.11.7.11.'!&/17&OLHQW!B70: „ 60B6. • Specify any IP address.10. when you restart the 6ROXWLRQ 0DQDJHU 6\VWHP /DQGVFDSH transaction. 2SWLRQ  6.'!&/17&OLHQW!B/2*21 SAP Solution Manager ? Satellite system SAP Solution Manager ? Satellite system In this combination the RFC *_Back will not be generated.12 © SAP AG ° ›q­« ¯ ® ¬ SAP Solution Manager ? Satellite system SAP Solution Manager ? Satellite System Satellite System ? SAP Solution Manager Satellite System ? SAP Solution Manager SM100 3-20 . 7UDQVDFWLRQ 606< FDQ JHQHUDWH WKH IROORZLQJ 5)& FRPELQDWLRQV 2SWLRQ  „ 60B6.8/H/9. • Specify the routing information for the direction 6ROXWLRQ 0DQDJHU ! 5RXWHU ! 6HUYHU.10.12 • Specify the routing information for the direction 6HUYHU ! 5RXWHU ! 6ROXWLRQ 0DQDJHU . then RFC destination SOLUTION_MANAGER must be created from the satellite system to the SAP Solution Manager system – refer to the “Related Content”..g.7.3. This avoids having to logon again every time that you go to a component system when using the SAP Solution Manager.4/H/5. /H/1.8/H/9. in the 5)& 'HVWLQDWLRQ $WWULEXWHV group box.'!&/17&OLHQW!B70: „ 60B6.2. If you have not yet created the system message server as a server.'!&/17&OLHQW!B%$&.'!&/17&OLHQW!B75867(' „ 60B6.6. „ You can specify a server group for load sharing. whenever possible. e. it is created automatically and displayed at the left-hand side under /DQGVFDSH &RPSRQHQWV. or your network contains routers: Choose 5RXWLQJ . © SAP AG 2006 „ Choose the RFC connection type Trusted System for the SAP Solution Manager.'!&/17&OLHQW!B5($' DQG 60B6.'!&/17&OLHQW!B5($' DQG 60B6. e.4/H/5.2. If this is the selected scenario.

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766505. choose (GLW -> *OREDO 6HWWLQJV. • 3. • 5. For further information on SAP R/3 Front-end connections. „ The system automatically generates the following RFC destinations and assigns the S-User and password you specified: SAP-OSS.com as the URL. 24177 To forward Service Desk notifications and Issues to SAP. This user will require all the authorizations for SAPNet R/3 Front-end for your customer number. • 2. Save your changes. For SAP Service Marketplace. • 6. enter a valid user and a password. specify SAPOSS as the RFC destination. $FWLYLWLHV „ • 1.sap. In the &RQQHFWLRQ WR 6$3 tab. „ 3OHDVH UHIHU WR WKH . For 8VHU IRUZDUGLQJ PHVVDJHV. SAP-OSS-LIST-O01 © SAP AG SM100 3-22 . you need to assign a user to the SAPNet R/3 Front-end connection to SAP. Choose 'LVSOD\ ! &KDQJH. see SAP Notes: 33135. specify http://service. From the SAP Solution Manager (transaction SOLUTION_MANAGER).%DVLF &RQILJXUDWLRQ ² 5)& &RQQHFWLRQV WR 6$3 5)& &RQQHFWLRQV WR 6$3 „ 7KH 5)& &RQQHFWLRQV „ &KHFN LI ORDG GLVWULEXWLRQ JURXS LV VHW WR (:$ ƒ SAP-OSS (Send Message to SAP) ƒ SAP-OSS-LIST-O01 (Update Message from SAP) „ &KHFN LI WKH 5)& &RQQHFWLRQ 6$3266 LV ZRUNLQJ SURSHUO\ will be created automatically by the system with a user which has been assigned previously.0* SDWK SAP Web Application Server | SAP Web Application Server | SAP Solution Manager| Basic Settings | SAP Solution Manager System | Connection to SAP | Assign user for forwarding Service Desk Message © SAP AG 2006 „ „ „ With transaction SM59 you can adjust the RFC connections. • 4. Note that the entry is casesensitive.

H\ ² 7UDQVDFWLRQ 606<   'HWDLOV LQ 1RWH  © SAP AG 2006 „ Goto Transaction SMSY.*HQHUDWH . Push “ Generate Installation/Upgrade Key” Button • In the next Pop-up insert “ system number” and “ message server” • Push “ Generate Key” Button „ Details about the prerequisites can be found in note 811923. In order • Choose from the Menu: Main Instance | Other Object … • Insert SID. © SAP AG SM100 3-23 .QVWDOODWLRQ .

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e. quality assurance and production. • You can assign several logical components to a project or solution. „ . i. you can use the logical component information to logon directly to the component system.Q WKH 6$3 &KDQJH 5HTXHVW 0DQDJHPHQW „ 'XULQJ RSHUDWLRQ RI \RXU VROXWLRQ LQ 0RQLWRULQJ IRU V\VWHPV DQG EXVLQHVV SURFHVVHV © SAP AG 2006 „ Importance and Use of Logical Components • The logical component is defined centrally in the SAP Solution manager system with specific logical systems assigned to development. the logical component must be available to build the business process structure. The definition cannot be changed in the uses. in projects and solutions. • The logical components in the operations scenario provide the system information to the solution landscape. For some functions in the implementation scenario.Q WKH SURMHFW IRU %XVLQHVV %OXHSULQW &RQILJXUDWLRQ 7HVWLQJ &XVWRPL]LQJ 'LVWULEXWLRQ „ . Only systems assigned to a logical component are available in the solution landscape. © SAP AG SM100 3-25 . • In the project.

© SAP AG † ™ ‡†¦t”|  ˆ™ˆ}} ˜z %š ¾ /RJLFDO &RPSRQHQW SM100 3-26 z~ ‡† | • ‡z … }ˆ™|ˆœ ‚~ ˜~ R%e±}€‰ £ 6šCv ¸·¶µ´ ˆ§¥r³ ² ½ ¼ ³º £´ ©™»¥2¹ . which is the logical component. project administration./RJLFDO &RPSRQHQWV 6SHFLILFDWLRQ $ ORJLFDO FRPSRQHQW LV DQ DGPLQLVWUDWLRQ XQLW ZKLFK XQLTXHO\ DVVLJQV ORJLFDO V\VWHPV WR V\VWHP UROHV IRU D SURGXFW WKURXJKRXW WKH V\VWHP ODQGVFDSH DQG DFURVV SURMHFWV 6$3 GHOLYHUV VRPH SUHGHILQHG ORJLFDO FRPSRQHQWV 7KH VWDQGDUG QDPH IRU 6$3 GHOLYHUHG ORJLFDO FRPSRQHQWV LV ³6$3 &RPSRQHQW!´ HJ 6$3 6ROXWLRQ 0DQDJHU 6$3 1HWZHDYHU $SSOLFDWLRQ 6HUYHU 6$3 1HWZHDYHU %: VHUYHU« © SAP AG 2006 „ Reasons for Logical Components • The SAP Solution Manager is a scenario/process-oriented tool. • It decouples the systems from the business process. New system roles can be built (restricted to 10) according to the customer needs.g. • If the same content is required for the system landscape SAP R/3 for America. e. To assign SAP systems to the business process. • You can visualize the system landscape and its sequence. You can change systems without changing the business process structure. using logical components. were developed for this path. and only the logical component has to be replaced centrally. DEV > QA > PRD. • All the implementation activities. Business Blueprint and Configuration. we need a more flexible “ object” .. the implementation scenario of the SAP R/3 EMEA can be duplicated to SAP R/3 America.

transaction SMSY proceed as follow: • Choose “ System Groups and Logical Components” 6HOHFW /RJLFDO FRPSRQHQWV 3URGXFW! • Choose Create New Logical Component from the context menu. in the Current System Assignments tab./RJLFDO &RPSRQHQWV LQ 606< .2. • Enter the required data. • Save the changes. e.Q WKH V\VWHP ODQGVFDSH WUDQVDFWLRQ 606< VHOHFW WKH YLHZ ³6\VWHP *URXSV DQG /RJLFDO &RPSRQHQWV´ DQG WKH GHVLUHG ORJLFDO FRPSRQHQW LQ WKLV H[DPSOH ZH XVH WKH ORJLFDO FRPSRQHQW 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ There are several paths to create logical components. To create a logical component in the System Landscape.1 to SAP Solution Manager 3. in solution landscapes for operations.g. as development system. either when migrating solutions after an upgrade from SAP Solution Manager 3. but retain existing uses of the logical component. „ • Assign logical systems to the logical components for the various system roles. Set the Inactive flag to hide the logical component system-wide from the new uses possible entries help. or in projects. choose a main instance. from the Project Administration or directly in the System Landscape.e. • Specify the use of the logical component: − − To use a logical component in system groups. choose a product. i. © SAP AG SM100 3-27 . set the Active flag in the right hand window.

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g. A solution contains systems in your system landscape. for example: • It contains all systems used in the production processing in your system landscape. • It has a restricted view of the systems in your system landscape. on which one or more of your most important business processes run. i.e. all production systems). which you assign according to certain criteria.&UHDWLQJ D QHZ 6ROXWLRQ /DQGVFDSH © SAP AG 2006 „ You specify solutions. You can proactively monitor the business processes. e. business process steps. to use the SAP Solution Manager effectively.g. and interfaces of these systems (e. © SAP AG SM100 3-29 . for a business area.

2SHUDWLRQ 6HWXS ² 6ROXWLRQ /DQGVFDSH © SAP AG 2006 „ In the past some screen were partially confusing and not very intuitive. where you can define so called logical components and link them to the solution landscapes. Using this screen for the operations setup you have access to all relevant transaction such as transaction smsy to access the system maintenance or access to the Solution Directory. © SAP AG SM100 ÍÀ ™Îœˆ Íà ©m›Ä ©C¢¥Î 3}„ˆœ%Ç §Ì ÂÊ È Ó ÕÉ Ç Ð Î ¿ É ÈÂÊ Ç ÁÉ Í Ë Á Ö È Â Ã ¿ É È РΠqy„É &™Â}¥¢©Î r„Ñ ©C¿ ÍÀ 6Î}ˆ Íà ¥%o%Ä ¥C¢©Î &}„ˆœ%Ç §Ì Â Ê È Ó ÕÉ Ç Ð Î ¿ É ÈÂ Ê Ç ÁÉ Í Ë Ã Ô ÇÊ Á Ó É Ç Ò É È РΠFˆ}yyˆˆA¥Î 3œÑ ©©¿ Ï ¿ Å ¿ É ÈÂÊ Ç Á É Í R£q¥Î 3œ€€„Ç §Ì Ë ÃÊÉÇÉ Â ÈÇ Å Ä ÂÁÀ F€„}™Ã}É RÆyXĀ%¿ 3-30 .

• You go to the SAP Solution Manager: Active Solutions screen. − You get an overview of all self diagnosis logs in the system. © SAP AG SM100 3-31 . − Choose Message Long Text for the row to see the long text with further information for a diagnosis. − To perform self diagnosis for the SAP Solution Manager and a solution. 3UHUHTXLVLWHV • You have created at least one solution. choose the solution. • Proceed as follows as you require: − To perform self diagnosis for the SAP Solution Manager continue from step 3. • Choose Goto → Self Diagnosis.6HOI'LDJQRVLV IRU 6ROXWLRQ /DQGVFDSH $ 6HOI'LDJQRVLV FDQ EH WULJJHG E\ FKRRVLQJ Ä*RWR _ 6HOI 'LDJQRVLV³ IURP WKH PHQX LQ WUDQVDFWLRQ '6:3 © SAP AG 2006 „ „ „ This function identifies SAP Solution Manager and solution landscape problems and takes appropriate action. )HDWXUHV • You can perform self diagnosis at various levels: • For the SAP Solution Manager − For the SAP Solution Manager DQG a solution „ $FWLYLWLHV • Choose the transaction SOLUTION_MANAGER.

for example. with the pushbuttons in the legend.− You can show or hide the messages by analysis types. You can. © SAP AG SM100 3-32 . hide all analysis types which only display Information.

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7&RGH ´VROPDQBGLUHFWRU\µ  $GG \RXU /RJLFDO &RPSRQHQWV © SAP AG 2006 „ „ Select the logical component(s) for your Solution Landscape from the pull-down menu The logical system where eCATT scripts and test cases will be stored is the Solution Manager by default. A different system can be selected using the pull-down menu. © SAP AG SM100 3-34 . The advantage with using the Solution Manager is for central storage location for the eCATT scripts and test cases.

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for example. © SAP AG SM100 3-35 . − The leading system role defines all systems in which the business processes run. you want to monitor other systems than your production systems in the solution. • $GG V\VWHP UROH DQG V\VWHP − Choose other system roles if. • &UHDWH ORJLFDO FRPSRQHQW − Choose the possible entries help for the Logical Components column. − You can define user system roles with Edit System Roles.

you no longer need to assign logical components for the business scenarios.&HQWUDO 6ROXWLRQ 6HWWLQJV . in the Test Cases tab. to: • Deactivate automatic data download • Not send the EWAs to SAP „ „ „ „ Monitoring graphic refresh period Administration information Knowledge Warehouse Information • (You can only display the Knowledge Warehouse information. © SAP AG SM100 3-36 . in the Solution Settings tab: Day of SAP EarlyWatch data download Choose Setup EWA. to the test cases.W LV SRVVLEOH FKDQJH 6ROXWLRQ 6HWWLQJV LQ WKH 6ROXWLRQ 'LUHFWRU\ © SAP AG 2006 „ „ „ Specify the following settings for your solution.) Document copy options • Copy options • Select document types „ Central systems for test cases • If you flag a central system as obligatory.

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such as ’Business Process Repository’ or ’Project’ from the ’Selection Help’ pull-down menu • Position cursor in the ’Scenario Name’ column and use the pull-down menu to list the possible selections © SAP AG SM100 ÂÉÃ Ä Ð „yà à Íà &œˆÑ Í „F€r%œyà ©¿ ÑÂ Ê Â Á à ØÂ Â Ê Ð Ã ÈÎ Í „„ˆÁ ÇÉÃÊ Á Á Ã È ÁÑ Ù ÃØ ÂÊ Ð Ã €„„É œž}3}ˆÃ %¥¿ × × × %XVLQHVV 3URFHVV 5HSRVLWRU\ %35.PSOHPHQWDWLRQ 3URMHFWV 6ROXWLRQ 'LUHFWRU\ „ :KHQ VWUXFWXUH ³3URMHFW´ LV VHOHFWHG \RX ZLOO EH SURPSWHG WR VHOHFW WKH ³3URMHFW´ DQG WKH ³EXVLQHVV VFHQDULR´ SDUW RI WKLV SURMHFW „ :LWK %XVLQHVV 3URFHVV 5HSRVLWRU\ \RX FDQ VHOHFW RQH RU PRUH WKH %XVLQHVV 3URFHVVHV GHOLYHUHG E\ 6$3 © SAP AG 2006 „ „ „ „ In the Solution Directory Structure: Expand the Solution Directory Structure Click Business Scenarios Select the Structure tab • Select the scenario source.7&RGH ´VROPDQBGLUHFWRU\µ  &RS\ %XVLQHVV 6FHQDULRV &RS\ VWUXFWXUH HOHPHQWV IURP .

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e. and mySAP ERP. for example. The predefined content from the SAP can also be copied from the Business Process Repository at the business process and business process step levels. GHILQH ³VWDWXV´ DQG ³SURFHVV DYDLODELOLW\´ DQG VDYH „ 7KH ³%XVLQHVV 3URFHVV´ ZLOO EH FUHDWHG LQ WKH WUHH VWUXFWXUH © SAP AG 2006 „ „ The status “ productive” has to be chosen if the Business Process is used for the Operations Area (i. This is how you can leverage content for R/3. for Business Process Monitoring). R/3 Enterprise. © SAP AG × SM100 3-40 .

'HILQLQJ WKH %XVLQHVV 3URFHVV 6WHSV 0DUN WKH QHZO\ FUHDWHG EXVLQHVV SURFHVV DQG W\SH LQ WKH EXVLQHVV SURFHVV VWHSV LQ WKH ILHOG ³6WHS QDPH´ GHILQH ³ORJLFDO FRPSRQHQW´ DQG ³SURFHVVLQJ W\SH´ VXFK DV ³GLDORJ´ ³EDFNJURXQG´ RU ³GLDORJEDFNJURXQG´ © SAP AG 2006 „ To define new business processes you have the possibility to choose • existing business processes from already defined projects • existing business processes from the Solution Directory • or new business processes from a business process repository „ Using the last option you can benefit from a large list of SAP predefined business processes from the most common organizational areas. such as: • Product Development and Introduction • Sales • Marketing • Procurement • Logistics • Finance • …. © SAP AG SM100 3-41 .

change the business process. © SAP AG SM100 áˆ}C„© ÍÎ €%„}Ç Í ›„¥„C ÍÎ yˆ„ àÁ ÁÑÎÉ ØÊÉÀÁ Î ÁÑÎÉ ØÊÉÀ à РÂÇ Ê Þ Ý ÐÊ ÃÁÑÎ ÄÂØ „ ÈÉ t™Ã„} Íà ßqy ÈÊ ˆ}©›¥}¥ ÈÖ Í Ç ØÈ Ü ÓÃÓÓÇ ÃÙ ÉÇÊ ÁÃÊ Â & qA„ˆFˆA€›œ„€Ç eÛÍ ™Ã} ÚÉ ÓÃÖÉÇØÊ ÃÙ ÉÇÊ ÂÉÃ Ä Ð ˆˆ€y›„tœ›™Áœ%ˆÃ %Ã Ê %y ÍÇ Ö Û Î & y¢€qâ §¿ ÈØÔ Î É ÈÈÁÎÔ ÓÉÇ Ã È 3-42 . if necessary. You can redistribute single steps and/or define new interfaces with the “ create line” option chosen by doing a right mouse click on the step where you want to create a new interface from.6ROXWLRQ 'LUHFWRU\ ² %XVLQHVV 3URFHVV *UDSKLFV © SAP AG 2006 „ After saving the newly created business process you can switch to the Graphic tab to already view and.

At the child tree element ’Business Processes’. choose ’Business Scenarios’ (If there is none. close the ’Solution Directory’ and go back to your original session. „ © SAP AG SM100 ÍÓ â EF„„%}XÃœÉ Fè§t„&Â Í 6螙ÎÂ Ç È ê ÃÊÉÇÉ Â ÈÇ Å æ å ÃØ ÂÉà é È ÂÃç ÁÁÃÊ æ ÁÁà ÈÁÑ åä ÉÎ Ý Ð ˆ ÐÁ `DŽè€}„ ÍÎ ž€„„É }œq©Fy ÈÊ dã 3-43 .6ROXWLRQ 'LUHFWRU\ ² %XVLQHVV 3URFHVV 0DLQWHQDQFH © SAP AG 2006 „ In order to create a new business process. or edit an existing one. For support the 2SHUDWLRQ 7HPSODWH’ is the most appropriate. you can create and maintain business processes. Once you have updated the processes or steps. Process templates are available. you can create one by entering its name in the ’Structure’ tab). open another check and save it. and then open this check where you will see the updated data of the business processes.

'DWD %DVLV LQ 6$3 6ROXWLRQ 0DQDJHU 2SHUDWLRQV © SAP AG 2006 „ „ „ „ „ Here you can see how everything we have discussed is coming together: Starting on the left side with defining projects. using the business process repository and the operation templates Then you would proceed with defining your business processes. maintained within the transaction SMSY © SAP AG SM100 Ï¿ Å ©UC¿ ð þ ó ò í ý ï ó ü û ðú í ù ©£C©©§¥‡©&%$ñ Á Ä ÂÁÀ qy6Ȁ%¿ ÐÇ ÈÖÎ œÊ ©yÒ ÂÉ Ð } Èà dã Ä ÂÁÀ ™Ã„€%¿ 3-44 íú ï ð ï õ þ õ ¢   ó î ÿ õ ˜C©2Caû £¡%ò 2§¥ü ÂÊÑÓ }€% ÍÎ æ É È ©Î  ÍÁ à ¤ ÂÊÑÓ }€% ÍÎ æ Ã É ÂÁ „Ê€6ǀ} ÚÉ É %RÅ ÈÇ æ ê¿ E%©ç ð þ ó ò í ý ï ó ü ï îú   õ ©§%CC¥§¥P2õ €%`ìUñ  ç Õ   Å Ò ¨ Ï ÷ ¨ Ì ã  Ú÷ ©F©¿ ù õú ò ð î ¦ ï îú   õ 3ô &¥3eô§õ Yeì¥Uñ í þ ðú ñ í í ð ò õô ö í í ð î í ì £rR”%%§3RP%©eï§%ë í ð í í ð ò õô ö í í ð î í ì ¥%§3RP%©eï§%ë í îô ó ð ò ñ í í ð î í ì Cõ €£¥ï U”%%Ce梨ë ÍÀ ™Î %yyÃ ÷ ÈÁÎÔ ÁÁÃÊ æ ÁÁà ÈÁÑ €„}% ÍΠ脄„É %œå 6Á}€XÃ} ÍÎ æ ÂÊ ø È Âà ÐÁ XDŽ©ç ÁÁÃÊ æ ÁÁà ÈÁÑ €„}% ÍΠ脄„É %œå . systems etc. scenarios and the single steps This is then used and visible within the Solution Directory and assigned to the Solution Landscape In the back of these definitions within the Solution Directory you will find the logical components with its products.

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Setup the monitoring refresh period to “ 10” minutes. 1-1 1-2 1-3 Right-click on “ 'DWDEDVHV” and define a new database called '[[. 2-1 Call Transaction DSWP and create a new solution. and :06 (WMS) into the Solution Landscape. Use the same SID as you have used for the database. The system data: • • • • • • 6$3 (&&  Installation number: [[ System number:  ECC Server: UHOHYDQW Client:  Message Server: GXPP\B[[ Now we come to the next assistant who helps us to create and /or assign logical components to our newly created system. 2 Create a solution landscape in the SAP Solution Manager called “ 60[[” and include the logical components for training systems 77 (SAP Solution Manager). &53 (CRM Server). Assign the logical components in the “ Solution Landscape Maintenance” to this solution landscape. you will be able to: • Create a solution landscape in the SAP Solution Manager • Create a Business Process in the SAP Solution Manager Creating a solution landscape and a Business Process are the essential parts for using the Operations Part of the SAP Solution Manager. 77 (SAP ECC). 1 In order to be able to setup a new solution. your own system '[[ (SAP ECC). Add yourself as a contact person for the solution. SM100 3-47 © SAP AG . 1-4 Define a new logical component “ =B0\&RPSRQHQWB[[” with the role “ 3URGXFWLYH 6\VWHP” and the client 100. Enter the Solution name “ 60[[” . you have to define all required components first.([HUFLVH &KDSWHU  6ROXWLRQ /DQGVFDSHV At the conclusion of this exercise. 2-2 Change the “ 6ROXWLRQ 6HWWLQJV” and setup EWA. Right-click on “ 6\VWHPV” and choose “ FUHDWH QHZ V\VWHP ZLWK DVVLVWDQW” . Call transaction SMSY and define a new server “ GXPP\B[[” .

3 In this exercise you create an own business scenario with two business processes. save and open the next check. Steps through all open checks and fill out the required data as good as you can. . click on the button “ Business Process Details” to access the Business Process maintenance. where you have just created your business processes.Q WKH 6$3 6ROXWLRQ 0DQDJHU V\VWHP 4 Optional Exercise: 4-1 Within the Solution Directory. Create a new business process with the name “ My Little Process xx” and define two own business process steps. Create a new Business Scenario “ My Business Scenario xx” with status “ Production” . 3OHDVH QRWLFH WKDW \RX ZRXOG UHTXLUH H[SHUW NQRZOHGJH LQ WKH 006' PRGXOH WR EH DEOH WR ILOO RXW HYHU\WKLQJ FRUUHFWO\ 7KLV RSWLRQDO H[HUFLVH VKRXOG MXVW KHOS \RX WR XQGHUVWDQG ZKDW QHHGV WR EH GRQH WR FRPSOHWHO\ GHILQH WKH EXVLQHVV SURFHVV © SAP AG SM100 3-48 . Connect both systems with a synchronous line and assign some dialog transactions of your choice to the process steps. In the first screen choose the checkbox “ Details” . Choose a new business process “ Customer Order” from the “ Business Process Repository” with status “ Production” and process availability of “ 7x24h” . assign your own created business process to the organizational area “ Sales” . 3-1 3-2 3-3 Within the Solution Directory click on Business Scenarios.

Continue. 1-4 Type in the field “ /RJLFDO &RPSRQHQW” the new component “ =B0\&RPSRQHQWB[[” with the role “ 3URGXFWLYH 6\VWHP” and the FOLHQW . Use the same SID as you have used for the database. On the next screen choose “ 5HOHYDQW” next to the SAP ECC Server entry. Now we come to the next assistant who helps us to create and /or assign logical components to our newly created system. you will be able to: • Create a solution landscape in the SAP Solution Manager • Create a Business Process in the SAP Solution Manager Creating a solution landscape and a Business Process are the essential parts for using the Operations Part of the SAP Solution Manager. Choose system number “ ” . 1 In order to be able to setup a new solution. Choose “ &RPSOHWH” to save your entries. Save your settings.6ROXWLRQV &KDSWHU  6ROXWLRQ /DQGVFDSHV At the conclusion of this exercise. the GXPP\B[[ server as message server and “ [[” as installation number. 1-1 1-2 Call transaction 606< and right-click on “ 6HUYHU” to create a new server “ GXPP\B[[” . specify FOLHQW  and continue. Define freely the technical data. choose “ 6$3 (&&” as SAP Product with product version “ 6$3 (&& ” . you have to define all required components first. Choose continue and complete to save your settings. Confirm the next screen with “ Yes” to create this new logical component. Save your settings. Enter “ 'XPP\ 6\VWHP IRU *URXS [[” in the description field. Define freely the technical data. 1-3 Right-click on “ 6\VWHPV” and choose “ create “ QHZ V\VWHP ZLWK DVVLVWDQW” . Right-click on “ 'DWDEDVHV” and define a new database called '[[. © SAP AG SM100 3-49 . Assign the previously defined server to this database. Continue. Select “ $VVLJQ /RJLFDO &RPSRQHQWV” . Continue to the next screen. where xx stands for your group number.

Choose the tab “ 6\VWHP *URXS” to assign the systems which you want to assign to this solution landscape. Choose continue. CRP (CRM Server) and WMS (WMS) into the Solution Landscape. Click on “ QHZ´ to create a new solution. 2-1 Call Transaction '6:3 and choose “ 6ROXWLRQ 2YHUYLHZ” . On the following screen choose the link for “ 6ROXWLRQ /DQGVFDSH 0DLQWHQDQFH” . Enter the Solution name “ 60[[” with.2 Create a solution landscape in the SAP Solution Manager called “ SM100-xx” and include the logical components for training systems TT4 (SAP Solution Manager). Select the following logical components: ƒ ƒ 6$3 (&& Æ 6$3 (&& 6HUYHU Æ =B0<&20321(17B[[ 6$3 &50 Æ &50 6HUYHU Æ &50 6(59(5 &53. TT5 (SAP R/3).

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change the status to “ 3URGXFWLRQ” and save. On the “ *UDSKLF” tab you can see the newly created business process Back on the left hand Solution Structure click again on “ Business Processes” and choose the “ 6WUXFWXUH” tab on the work area at the right hand side. Save your system selection Now choose the tab “ 6ROXWLRQ 6HWWLQJV” . On the tab “ 6WUXFWXUH” choose the source “ %XVLQHVV 3URFHVV 5HSRVLWRU\” . Confirm your selection. Change the logical component for all business process steps to “ 6$3 (&&” and save your changes. Enter into the next free line of the field “ SURFHVV QDPH” the new name “ 0\ /LWWOH 3URFHVV [[” with the status “ 3URGXFWLRQ” and save. Save your settings. Expand on the left side your newly created Business scenario and click on “ %XVLQHVV 3URFHVVHV” . Expand on the left side the Business Processes and click on your newly created Business Process “ &XVWRPHU 2UGHU” . Deselect the checkboxes “ 6HQG WR 6$3” for all systems and confirm to activate the EWA processing for the selected systems. Switch to the “ 6WUXFWXUH” tab and enter the following step names and logical components: 3-2 3-3 © SAP AG SM100 3-50 . Click on ³6HWXS (:$´. Change the monitoring refresh period to 10 minutes. In the navigation tree on the left click on the newly created process. 3 In this exercise you create an own business scenario with two business processes. Use the “ &RQWDFWV” button and insert your assigned SAP user name as contact person for this solution landscape. Then use the F4 help within the field “ 3URFHVV 1DPH” to choose the process. Save your settings. Change to the tab “ 6WUXFWXUH” and enter the name of a new Business Scenario “ 0\ %XVLQHVV 6FHQDULR [[” with the status “ 3URGXFWLRQ” . Navigate into the RUJDQL]DWLRQDO DUHD ³6DOHV´ Æ &XVWRPHU 2UGHU and select the checkbox 6$3 5 &. 3-1 Expand the Solution Directory Structure of your landscape and click on Business Scenarios.

6WHS 1DPH Create sales order Create sales order Create delivery Perform picking Send pick confirmation Post goods issue Create invoice /RJLFDO &RPSRQHQW CRM SERVER SAP ECC SAP ECC ZWMS_WMS ZWMS_WMS SAP ECC SAP ECC Save your settings and switch to the “ *UDSKLF” tab. Do a right mouse click on the first step and choose “ &UHDWH /LQH 6\QFKURQRXVO\.

click on the button “ %XVLQHVV 3URFHVV 'HWDLOV” to access the Business Process maintenance. Drag the yellow dot to the following step to create an interface between these two steps. assign your own created business process to the RUJDQL]DWLRQDO DUHD “ 6DOHV” . where you have just created your business processes.” . 3OHDVH QRWLFH WKDW \RX ZRXOG UHTXLUH H[SHUW NQRZOHGJH LQ WKH 006' PRGXOH WR EH DEOH WR ILOO RXW HYHU\WKLQJ FRUUHFWO\ 7KLV RSWLRQDO H[HUFLVH VKRXOG MXVW KHOS \RX WR XQGHUVWDQG ZKDW QHHGV WR EH GRQH WR FRPSOHWHO\ GHILQH WKH EXVLQHVV SURFHVV © SAP AG SM100 3-51 . In the first screen choose the checkbox “ 'HWDLOV” . save and open the next check. Proceed with all other steps the same way. Than save your settings. Steps through all open checks and fill out the required data as good as you can.  2SWLRQDO ([HUFLVH 4-1 Within the Solution Directory.

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A business partner can only be created once. For example. Depending on the specific business processes in which a business partner participates. A business partner is created only once in the system. information on delivery dates and payment conditions is necessary. All relevant information about a business partner must therefore be available quickly in a consolidated form. contact person. The different relationships between business partners can also be defined. „ „ „ „ © SAP AG ª §£¥¹ §%U¸ »º§ ©ª·ª ¨ ­·· ³ %« ² %¥A¶ ®ª ´­ ³² £µ§›¨ %t± ® ª ¯ ­®® ­ CI¥›€2R¬ ¨ « ©¨ £ª Y%§ ¦ ¨«§«ª %§¥££° „ „ „ „ „ 1HXWUDO 3HUVRQV DQG RUJDQL]DWLRQV &URVVDSSOLFDWLRQ 2SHQ LQIUDVWUXFWXUH . These relationships can be very different in nature (for example. a business partner can figure in a company in other ways. and thus. if a company is both a customer and a vendor. but can take on several different roles. the company is still one and the same business partner. information on Incoterms and delivery conditions is required. However. For example. a marriage.P\6$3 &50 %XVLQHVV 3DUWQHU %XVLQHVV 3DUWQHU 5HODWLRQVKLSV © SAP AG 2006 „ Business partners are at the center of business transactions. the center of business interest. regardless of the business transactions in which it participates. The 6$3 %XVLQHVV 3DUWQHU provides functions that fulfill these business processes. the information required about the business partner may vary considerably. A business partner can be in contact with other business partners. company relationships). whereas.QWHJUDWLRQ WKURXJK RSHUDWLRQDO FRQFHSWV (PSOR\HH &UHGLWRU %XVLQHVV 3DUWQHU 9HQGRU 0DQX IDFWXULQJ 3ODQW SM100 4-26 . for the sales order processing. for the goods delivery process. The customer therefore needs to have a central and comprehensive view of the business partner.

³:KLFK FXVWRPHU LV JRLQJ WR SD\ IRU WKH VXSSRUW VHUYLFH"´.3DUWQHU )XQFWLRQV IRU WKH 6HUYLFH 'HVN 0HVVDJH In case of maintenance: who is the DGPLQLVWUDWRU of the system ? Which NH\ XVHU was reporting the problem? Which FXVWRPHU is going to pay for the support service ? Which employee of the support team is assigned as PHVVDJH SURFHVVRU? © SAP AG 2006 Which VXSSRUW WHDP is responsible for message processing? „ „ „ „ „ „ For the support desk message. five partner functions are predefined (can be changed in the customizing and &50 → %DVLF )XQFWLRQV → 3DUWQHU 3URFHVVLQJ see Partner determination procedure 6/)1):  6ROG7R3DUW\ Stores the business partner customer.

Q FDVH RI PDLQWHQDQFH :KR LV WKH DGPLQLVWUDWRU RI WKH V\VWHP"´. The partner function sold-to-party is obligatory and may not be deleted. 6/)1 6\VWHP $GPLQLVWUDWRU Stores the business partner ID of the system administrator ³.

H\ 8VHU Stores the business partner ID of the key user (“Which key user was reporting the problem?”) 6/)1 6XSSRUW 7HDP Stores the business partner ID of the responsible org.unit ³:KLFK VXSSRUW WHDP LV UHVSRQVLEOH IRU PHVVDJH SURFHVVLQJ"´. 6/)1 .

6/)1 0HVVDJH 3URFHVVRU Stores the business partner ID of the assigned employee ³:KLFK HPSOR\HH RI WKH VXSSRUW WHDP LV DVVLJQHG DV PHVVDJH SURFHVVRU"´.

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0DLQWDLQ %XVLQHVV 3DUWQHU IRU WKH . © SAP AG SM100 4-28 .H\ 8VHU © SAP AG 2006 „ „ The business partner for the KEY USER can be maintained in transaction BP. Choose the role General and maintain the Address (Address tab strip).

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Organizational units that are responsible for executing services and that should be displayed in the resource planning tool have to be flagged as 6HUYLFH 7HDP. The organizational unit appears under 0\ 6HUYLFH 7HDPV when the resource planner starts the resource planning tool. © SAP AG SM100 ½ È× Ó È Ø Ë R6ɗ€× Ù U6ÉFRäã á Ø Å ÎÇ R„nF½  À Ý Ì Ë Ã {ÚRU˜Ç  ½ È× R6Ɂ5× Ù 6Øen‰{Ý È¿ Ç ½ ½ Ì ÃÇ Ë 2F˜FFÊ â Ý Ì Ë Ã ÚFU5Ç Â ½ É Ø ÅÇ $$U5$Ü æ ‰½ 22¼ ¿ ¾ ½ ç ‰22¼ ¿ ½ ¾ ½ 4-30 ½ È ¾Ç ½ Æ ¿ Å Ä U6ÉRYU2F2‰6ÿ  ⠿ ½¾ ½ $‰22¼ Á¿ ½¾ ½ §‰22¼ À¿ ½¾ ½ £‰22¼ å¿ ½¾ ½ £‰22¼ Û Û ¼ ½ È× IkÍ2àR6ɋY× Ù À t„UU˜Ç Â Ü Æ Ì Ë Ã `ÅFy‰˜e×XÈ‰Å Ö È ØÇ Ã ¿ Í Æ FÕ Å ÈÇ ½ Î Í ÓÒÇ Ã R`ɋF„µÔ—5‰ÑÐ Û ÜÛ Æ ½ È× d3{ÚdkÉn€× Ù Ï Å ÈÇ ½ Î $R6Ɂ‰„sÍ Å ÈÇ ½ Î Í ÓÒ Ë Ã R6ɗFÞßދ2UÆ â Ü Æ Ì Ë Ã UA„FU˜Ç  . The 6HUYLFH 2UJDQL]DWLRQ indicator marks the selected organizational unit as a service organization.2UJDQL]DWLRQ 3RVVLELOLWLHV &50 $ SDUW RI DQ LQWHUQDWLRQDO RUJDQL]DWLRQ © SAP AG 2006 „ „ „ „ Organizational units for mySAP CRM Service have to be permitted for the 6HUYLFH scenario. You can assign a UHVRXUFH SODQQHU position to a service team using Goto → 5HVRXUFH 3ODQQHU $VVLJQPHQW The system users or business partners assigned to this position are the resource planners who use the resource planning tool.

groups. Depending on how task distribution is organized in an enterprise. sales manager. departments. Holders (employees or CRM users) can be assigned to one or more positions. A person can be a CRM business partner with the role (PSOR\HH (object type key BP) or only a &50 8VHU (object type key US) that is assigned to a position in an organizational plan.%UHDNLQJ 'RZQ DQ 2UJDQL]DWLRQDO 8QLW 3RVLWLRQV DQG KROGHUV DVVLJQHG WR DQ RUJDQL]DWLRQDO XQLW 3RVLWLRQ © SAP AG 2006 „ 2UJDQL]DWLRQDO 8QLW An Organizational Unit is an organizational object (object type key O) that is used to form the basis of an organizational plan. sales representative. or project teams. positions could be. Transaction PPOMA_CRM „ „ „ © SAP AG SM100 ï í ì ëêé £ë 6îkîð£Cè 8VHU ï í ì ëêé C`ë6î`îa%£©è (PSOR\HH ï ¥©%£tµ¥`ëCé ñ ë÷éêé ì ò î 3RVLWLRQ À Ý Ì Ë Ã {ÚRU˜Ç  4-31 *URXS % ½ È× Ó È Ø Ë R6ɗ€× Ù U6ÉFRäã ½ È× $kÉnY× Ù kØXÈn‰Ý ¿Ç ½ ë íõ éõ ê ë ò ëï ô ë ¥ö ˜˜%C©&©Có ò î ¥ë £é ñ å ‰22¼ ¿ ½¾ ½ . for example. By assigning an employee or a user to a position. 3RVLWLRQ Position is an organizational object (object type key S) that shows the functional task distribution of individual items and their reporting structure in the organizational plan. organizational units can be. Interaction Center manager or Interaction Center agent. for example. you can show where an employee is assigned organizationally in a company (what his/her function is). Organizational units are functional units of an enterprise. In CRM. (PSOR\HH  8VHU Employees and users are persons assigned to a position. Assigning an employee is recommended because an employee master contains more business data than a user.

([DPSOH RI D 6LPSOH 2UJDQL]DWLRQDO 6WUXFWXUH © SAP AG 2006 „ „ Set up your whole organization structure within transaction PPOMA_CRM Create Organizational Units with incorporates and assign Business Partners to them © SAP AG SM100 4-32 .

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QVWDOOHG EDVH . Customer-specific components require additional programming.QGLYLGXDO REMHFW &XVWRPHUVSHFLILF W\SHV © SAP AG 2006 „ „ The number of installed base levels is unlimited. Partner. you can assign documents of different types to an installed base or an installed base component. $XWKRUL]DWLRQ *URXS „ „ „ „ „ &RPSRQHQWV 3URGXFW 7H[W LWHP . this has the added advantage that when you search for an installed base using partner or address data. address. Within the Content Management service. and other data are not transferred or inherited within the hierarchy (top-down). „ „ © SAP AG SM100 4-36 . an installed base with all assigned components is displayed and is not just an installed base component. In the Interaction Center.

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The service contract line item lists customer objects – installed base. allowing easier negotiations of renewals • A flexible means of creating an environment to be covered under an agreement „ „ „ Benefits of service contracts for your company: • Ability to track all contract costs and revenues to maximize profitability • Seamless integration with service fulfillment • Out-of-the-box service level agreements (SLAs) delivered by SAP and an open. Benefits of service contracts for your customers: • A truly differentiated service to optimize all customer experiences • Accurate billing and reporting of services performed and SLAs met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© SAP AG 2006 „ A VHUYLFH FRQWUDFW is a long-term agreement with business partners that specifies the services offered for that period. customer-specific SLAs © SAP AG SM100 4-43 . A contract may include contract-specific price agreements that control not only what is covered by the contract but also what prices may be charged for any work covered by that contract. Service level agreements list the level of service a customer is entitled to and contain functions for monitoring compliance with those terms. installed base components. easy-to-enhance solution for additional. and products – that are covered by the contract line item.

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Additional information (message texts) can be sent and received asynchronously Processing messages means that a message can be sent to and fro multiple times Closing a message triggers closing the corresponding message in the other help desk automatically. there is no automatic synchronisation of message data between help desks As a matter of fact there is currently no standard for message exchange available that could be used © SAP AG SM100 z }| {{z ~dkdyCy qts uvwqx 62$3+773 uvwqx pqr pqr qts z } |{{z €ddd6y z }| {{z €dkyyCy o o 6$3 $OLJQHG ZLWK H[LVWLQJ VWDQGDUGV IRU PHVVDJH H[FKDQJH HJ 62$3. one message takes the lead..QWHJUDWH UG3DUW\ +HOS 'HVNV %LGLUHFWLRQDO LQWHUIDFH IRU H[FKDQJH RI SUREOHP PHVVDJHV 2SHQ LQWHUIDFH LQGHSHQGHQW RI H[LVWLQJ UGSDUW\ KHOS GHVN DSSOLFDWLRQV %DVHG RQ :HE VHUYLFHV o © SAP AG 2006 6$3 6XSSRUW 5)& 6$3 $SSOLFDWLRQ „ „ „ „ „ Forwarding a massage into another help desk creates a corresponding message there.e. i. Other than that. Each message has a uniquely identifiable connection to the message in the other help desk Only one of the messages can be processed at a time.

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› ¦ œ ž ž 9‹…‹~› ¥ ¤ £ ¢ ¡š   ©š œ ®š ‹› Fˆ1RI‹YI¡ ­ ¬ ¨ «£ ¡ ¡ “a£ª © ¬ ¨ ­ (QG 8VHU 7KH 6XSSRUW 3URFHVV 6ROXWLRQ 6XSSRUW ¬ ¨ «£ ¡ ¡ a“6ª š ¡² ± °š œ › !¯ˆ’€ª › ¦ œ ž ž F’’‹~› ¥ ¤ ›£ ¢ ¡š   ž › œ › š €“9…ˆ—Ÿ£€I1™   RU ÃF§¥À a¥d| ‹…dy’à » { z ¿µ À ¸ Á µ { z { yÀ ´ Ÿ“‹DdÀ €¾ kz ½ µ  ¶¸ Á z ¿ ¸ z{| ¼ µ| » { µ ¶ d¥ŸŸ| d…fyz ~…º ŽFŒ˜…”‹‰F”4R‰ “ I€– • 6„ — Š “ ‡ † W9„ ¬ ¨ «£ ¡ ª ž › ¨ § ¡š ¡ a…†€9© ~ˆ1   ¬  «£ ¡ ª ž › ©¨ § ¡š ¡ ¨ a£6†~9“Ÿˆ1  z{| ¼ µ| » { µ ¶ yy~k| y…f¥z ~’º { kY¯¶ d{ 9³ ¹¸ z · µ ´ ¬  «£ ¡ ª ž › ©¨ § ¡š £¡ ¨ a£6†¯“~1ˆ1  • ”Š “ 9“Ž F‡ Œ Ž Ž ŒŠ ‰ ’‘ #9#F‹ˆ ‡ † „ ‚ 4…ƒ © SAP AG „ © SAP AG 2006 In case the Solution Support can´t find a solution the message can be forwarded to SAP. &XVWRPHU SM100  6$3 $FWLYH *OREDO 6XSSRUW 6$3 6HUYLFH 0DUNHWSODFH 6$3 4-55 .

Please use the BADI SBCOS001 (SE18/SE19) with the interface method PREPARE_FEEDBACK_BO. The SAP Solution Manager automatically collects the relevant data from the connected satellite system. „ Using note 630978. Selected files and long texts can be changed with a BADI implementation.+RZ WR &UHDWH D 6XSSRUW 0HVVDJH © SAP AG 2006 „ „ „ „ „ „ „ If there is a problem in the system. © SAP AG SM100 4-56 . File attachments can be added to the support desk message – and later forwarded to SAP support. there is also an additional check for texts (for example. There are the following other influencing parameters: • R/3 components (changeable) • Short text of the message (changeable) • Message priority (changeable) • PBO_TEXT(message long text as template for the user for creating a message) • PAI_TEXT (additional HQKDQFHG text after creating the message). Go to the menu and choose +HOS → &UHDWH 6XSSRUW 0HVVDJH An authorization check for users can be implemented with note 621927. stay in the transaction or the window where the problem emerged. display long text) possible.

© SAP AG SM100 4-57 .$WWDFKPHQW RI 'RFXPHQWV © SAP AG 2006 „ You can attach any document type to the support desk message.

6\VWHP (QYLURQPHQW © SAP AG 2006 „ When the message is created using +HOS → &UHDWH 6XSSRUW 0HVVDJH. the system environment is automatically attached. © SAP AG SM100 4-58 .

+RZ WR &UHDWH D 6XSSRUW 0HVVDJH © SAP AG 2006 „ „ Press the Send button to finish You will get the number of your Support Message that you have just created © SAP AG SM100 4-59 .

2YHUYLHZ RI WKH 5HOHYDQW &50 0DVWHU 'DWD &RQWHQW „ &UHDWLQJ D VXSSRUW GHVN PHVVDJH „ 6ROYLQJ D VXSSRUW GHVN PHVVDJH © SAP AG 2006 © SAP AG SM100 4-60 .

725 © SAP AG 2006 „ „ „ Different ways to open a new message Solution Manager Transaction: DSWP – Service Desk Transcaction Monitor -> CRM_DNO_MONITOR • • Global selection Using user specific variants © SAP AG SM100 4-61 .2SHQ WKH 6HUYLFH 0HVVDJH 'LIIHUHQW ZD\V WR VHOHFW RSHQ D VHUYLFH GHVN PHVVDJH '6:3 &50B'12B021.

6$3 6ROXWLRQ 0DQDJHU 6XSSRUW 'HVN 0HVVDJH © SAP AG 2006 „ „ „ Transaction DSWP (Solution Manager) 6HUYLFH 'HVN → 2SHUDWLRQV → Service Desk Variant: Open Messages © SAP AG SM100 4-62 .

7UDQVDFWLRQ 0RQLWRU 7UDQVDFWLRQ 0RQLWRU © SAP AG 2006 „ „ You can start the Transaction Monitor in the SAP menu using Service → Transaction Monitor. Or with transaction: CRM_DNO_MONITOR © SAP AG SM100 4-63 .

© SAP AG SM100 4-64 . layout variants can be individually customized. Select Get Variant and choose the according variant. The transaction monitor can be used to monitor SLA times.7UDQVDFWLRQ 0RQLWRU © SAP AG 2006 „ „ Here you can set some special settings. Also.

6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN 0HVVDJH /RFDWRU 6HUYLFH 'HVN 0HVVDJH ± )DVW (QWU\ 6FUHHQ © SAP AG 2006 „ „ The /RFDWRU contains different functions that allow to search for transaction types. tasks or dates The Locator can be switched off in order to enlarge the screen for the message handling © SAP AG SM100 4-65 .

)DVW (QWU\ 7UDQVDFWLRQ 'DWD © SAP AG 2006 „ Two different areas: Fast Entry and Transaction Data (contains more information) © SAP AG SM100 4-66 .

Alternative: Just enter the message processor’s last name or the business partner number © SAP AG SM100 4-67 . Confirm the search using Enter. Choose the F4 help to search for possible message processors.0HVVDJH 3URFHVVRU © SAP AG 2006 „ „ „ These screenshots shows how you can choose a possible message processor using the F4 help.

7UDQVDFWLRQ 'DWD 6$3 1RWHV © SAP AG 2006 „ „ The Transaction Data screen offers different tabs that provide individual functionality Go to the 6$3 1RWHV tab page and press the Search button © SAP AG SM100 4-68 .

6$3 6HUYLFH 0DUNHWSODFH 6$3 1RWHV 6HDUFK © SAP AG 2006 „ You can search for relevant notes in the SAP Marketplace. © SAP AG SM100 4-69 .

6$3 6HUYLFH 0DUNHWSODFH 6$3 1RWHV © SAP AG 2006 „ If you found a note concerning your problem you can attach the information directly to the message © SAP AG SM100 4-70 .

'RZQORDG 6$3 1RWH WR 6HUYLFH 0HVVDJH 'RZQORDG 1RWH LQIRUPDWLRQ WR 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ „ Select the note you would like to attach to the Service Message and press the Transfer Data button. The note number and the description will be copied to the message. © SAP AG SM100 4-71 .

PSOHPHQW D 1RWH XVLQJ WKH 1RWH $VVLVWDQW © SAP AG 2006 „ If you want to automatically implement the selected note through the SAP Note Assistant (for example. in your development system to test the correction).. you can choose 1RWH $VVLVWDQW © SAP AG SM100 4-72 .

Move to the 6ROXWLRQ 'DWDEDVH tab page.6ROXWLRQ 'DWDEDVH © SAP AG 2006 „ „ Maybe you find a solution in the internal solution database of the SAP Solution Manager. Select 6HDUFK © SAP AG SM100 4-73 .

© SAP AG SM100 4-74 .6HDUFK .QVLGH WKH 6ROXWLRQ 'DWDEDVH © SAP AG 2006 „ Define your search criteria (a short text of the support desk message is automatically copied) and choose (QWHU.

0* 7$ 6352 . • For S-user authorization requirements.g. You request your user ID for the SAP Support Portal via ZZZVHUYLFHVDSFRP „ $FWLYLWLHV • 1. sending Service Desk messages to SAP and for opening service connections it is necessary to assign a SAP Support Portal contact to solution manager users who will communicate with SAP Support Portal via Service Desk RFC-Destination. Assign a SAP Support Portal contact (S-User without S) in field "Contact ". An S-User is a user ID for the SAP Support Portal. Enter a Solution Manager User in field "User". • 2.0. see: Configuration Guide SAP Solution Manager 4.68VHU 0DLQWHQDQFH . © SAP AG SM100 4-75 . The contact you maintain corresponds to the S-user in SAP Support Portal without ’S’.0* o 6$3 6ROXWLRQ 0DQDJHU o %DVLF 6HWWLQJV o 6$3 6ROXWLRQ 0DQDJHU 6\VWHP o $XWKRUL]DWLRQV8VHUV © SAP AG 2006 „ $VVLJQ 6XVHU IRU 6$3 6XSSRUW 3RUWDO IXQFWLRQDOLW\ • For several use cases like e.

0DLQWDLQ WKH 68VHU 0DLQWDLQ 8VHU DQG 68VHU QXPEHU WR IRUZDUG PHVVDJHV WR 6$3 © SAP AG 2006 „ Insert the following data into one row: • User: 6ROXWLRQ 0DQDJHU 8VHU • Contact Person: 68VHU 1XPEHU © SAP AG SM100 4-76 .

QIRUPDWLRQ IRU 6$3 Now enter the information directly or double-click on the textbox to enter the Text Editor © SAP AG SM100 4-77 . Switch to .6HQG 0HVVDJH WR 6$3  © SAP AG 2006 „ „ „ Return to the 2YHUYLHZ tab.

© SAP AG SM100 4-78 .6HQG 0HVVDJH WR 6$3  © SAP AG 2006 „ „ After entering the Information for SAP choose the Action „Send Message to SAP“ from the Toolbox. Save the message.

6HQG 0HVVDJH WR 6$3  © SAP AG 2006 „ You can see the referring SAPNet R/3 Frontend number and the changed message status. © SAP AG SM100 4-79 .

QWHJUDWLRQ  © SAP AG 2006 „ „ After sending the message to SAP you can maintain the Logon Data for your System via Action Choose the action „Maintain SAP Logon Data“ from the Toolbox and Save the message © SAP AG SM100 4-80 .6HFXUH $UHD .

6HFXUH $UHD .QWHJUDWLRQ  © SAP AG 2006 „ Click on Display © SAP AG SM100 4-81 .

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6HFXUH $UHD .QWHJUDWLRQ  © SAP AG 2006 „ Click on Create to enter the access data © SAP AG SM100 4-83 .

6HFXUH $UHD .QWHJUDWLRQ  © SAP AG 2006 „ Fill in the required information © SAP AG SM100 4-84 .

$QVZHU IURP 6$3 © SAP AG 2006 „ Check manually for an update of your message at SAP © SAP AG SM100 4-85 .

a batch job has to be defined (program RNOTIFUPDATE01).0HVVDJH 6WDWXV © SAP AG 2006 „ „ You can see that SAP Support has proposed an answer in the Message Status field. © SAP AG SM100 4-86 . For automatic update.

&RQILUP 0HVVDJH © SAP AG 2006 „ „ „ After getting the answer from SAP you can confirm the Message to SAP Choose the action „Confirm Message to SAP“ Save message © SAP AG SM100 4-87 .

The status from the SAPNet R/3 Frontend message has changed. © SAP AG SM100 4-88 .&RQILUPHG 0HVVDJH DW 6$3 © SAP AG 2006 „ „ Move to the 6$3 $WWULEXWHV tab page.

© SAP AG SM100 4-89 .&RPSOHWH WKH 0HVVDJH © SAP AG 2006 „ „ Now you can solve the problem and complete the message by changing the Status to “Confirmed” The message is completed.

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6HUYLFH 'HVN 5HSRUWLQJ 7\SLFDO 4XHVWLRQV WR EH DQVZHUHG E\ 6HUYLFH 'HVN 5HSRUWLQJ +RZ PDQ\ LQFLGHQWV ZHUH UHSRUWHG" „ )RU D JLYHQ WLPH LQWHUYDOO SHU RUJDQL]DWLRQ SHU 6$3 FRPSRQHQW +RZ ORQJ GLG LW WDNH WR FRPSOHWH LQFLGHQWV" „ +RZ PDQ\ ZHUH VROYHG ZLWK WKH LQWHUQDO VROXWLRQ GDWDEDVH" +RZ PDQ\ ZLWK 6$3 QRWHV" +RZ PDQ\ ZLWK KHOS IURP 6$3" „ 2YHUDOO DQG VSHFLILF „ +RZ LV WKH VDWLVIDFWLRQ RI HQGXVHUV" „ +RZ PDQ\ ZHUH FRQYHUWHG LQWR KRZ PDQ\ FKDQJH UHTXHVWV" :KLFK LQFLGHQWV DUH LQ SURFHVVFRPSOHWHG " „ %\ VHUYLFH GHVN HPSOR\HHRUJDQL]DWLRQ © SAP AG 2006 © SAP AG SM100 4-91 .

6HUYLFH 'HVN 5HSRUWLQJ © SAP AG 2006 „ Transaction DSWP – Operations – Solution Reporting – Service Desk © SAP AG SM100 4-92 .

$QDO\]H 6HUYLFH 'HVN 0HVVDJH © SAP AG 2006 „ Selection Screen © SAP AG SM100 4-93 .

6HUYLFH 'HVN 5HSRUWLQJ &RQWHQW „ 5HSRUWLQJ DERXW 6HUYLFH 'HVN 0HVVDJHV DVVLJQHG WR D VROXWLRQ ƒ 6\VWHP 'DWD 6\VWHP.%DVH .QVWDOOWLRQ QXPEHU.

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y 6WDWXV y &RPSRQHQW y &DWHJRU\ ƒ %XVLQHVV 3DUWQHU © SAP AG 2006 © SAP AG SM100 4-94 .

:KHUH WR )LQG WKH 7UDQVDFWLRQ 0RQLWRU © SAP AG 2006 „ You can start the Transaction Monitor in the SAP menu using 6HUYLFH → 7UDQVDFWLRQ 0RQLWRU or choose transaction CRM_DNO_MONITOR. © SAP AG SM100 4-95 .

This variant is automatically included when calling the report transaction. © SAP AG SM100 4-96 .7UDQVDFWLRQ 7\SHV © SAP AG 2006 „ You can use the User Variant function to maintain a variant U_ <username>.

where I am or my colleagues of my organizational unit are assigned as message processor (inclusive mine!) My Colleagues: all orders.6HOHFWLRQ &ULWHULD 6XSHUYLVRU © SAP AG 2006 „ „ „ Mine: All my orders where I‘m assigned as processor My Department‘s: all orders. where the colleagues of my organizational unit are assigned as message processor (without mine) © SAP AG SM100 4-97 .

6XSHUYLVRU LQ WKH 2UJDQL]DWLRQDO 6WUXFWXUH © SAP AG 2006 © SAP AG SM100 4-98 .

6HOHFWLRQ 9DULDQW 7UDQVDFWLRQ © SAP AG 2006 „ Save your variant in the Transaction Monitor Service Processes. © SAP AG SM100 4-99 .

and it will be automatically assigned to the role. Press the button ‚Report‘ Select ‚ABAP report‘ Report name: CRM_DNO_SERIVCE_MONITOR Variant: Your own defined variant optional: Skip selection screen © SAP AG SM100 4-100 .&UHDWLQJ SDUDPHWHU WUDQVDFWLRQ © SAP AG 2006 „ „ „ „ „ „ Via transaction PFCG you can create a role specific parameter transaction.

© SAP AG SM100 4-101 .6HWWLQJV RI WKH %XVLQHVV 7UDQVDFWLRQV © SAP AG 2006 „ Select 6HWWLQJV.

6HWWLQJV © SAP AG 2006 „ Make sure that your user has the same settings as shown here and on the following worksheets. © SAP AG SM100 4-102 .

organizational data profile). sales call). SLFN Service Desk Message SLFN Support Notification SLFV Service Desk Contract „ „ „ © SAP AG SM100 4-103 .6HWWLQJV © SAP AG 2006 „ A transaction type defines the characteristics and attributes of a business transaction (for example. partner determination procedure. status profile. sales order. and specifies the control attributes (for example. text determination procedure. service request.

'LVSOD\ 6HUYLFH 'HVN 0HVVDJH © SAP AG 2006 © SAP AG SM100 4-104 .

© SAP AG SM100 4-105 .2SHQ D 6SHFLILF 0HVVDJH © SAP AG 2006 „ You can also access specific Service messages if you know their number. Choose 2SHQ and enter the message number.

$SSHQGL[ $GYDQFHG 6HUYLFH 'HVN © SAP AG 2006 © SAP AG SM100 4-106 .

With the buttons on the left.&RQWUDFW 2YHUYLHZ 6FUHHQ &RPSUHVV +HDGHU 'DWD .WHP 'DWD ([SDQG © SAP AG 2006 „ „ „ You can maintain the most important header and item data on the entry screen.Service Desk Contract already defined. © SAP AG SM100 4-107 . There is a special CRM transaction type SLFV . you can expand and compress the header and item data areas.

1HZ 8VHU .QWHUDFWLRQ &HQWHU :HE &OLHQW * available with Support Package Stack 6 © SAP AG 2006 © SAP AG SM100 4-108 .QWHUIDFH ² .

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1RWLIBFUHDWH 7UDQVDFWLRQ QRWLIBFUHDWH „ Simplified view to create a support request „ Direct assignment of PHVVDJH SURFHVVRU possible „ Direct assignment of the LQVWDOOHG EDVH FRPSRQHQW (with authorization concept) „ SAP Attributes will be read from SMSY transaction „ Possibility to hide not-wanted fields „ Automatic assignment of the +RWOLQH 6XSSRUW service product (in the background) © SAP AG 2006 © SAP AG SM100 4-113 .

QWHUQHW &XVWRPHU 6HOI 6HUYLFH .QWHUQHW &XVWRPHU 6HOI6HUYLFH „ Self-Service for Solution Database „ Own list of transactions can be displayed „ No Context Data from SAP transaction „ User required to submit Service Requests © SAP AG 2006 © SAP AG SM100 4-114 ..

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The Solution Manager project is represented as IMG projects in each satellite system and CTS project in each satellite system client. For each Solution Manager project a project cycle is beeing generated represented by a tasklist for managing the technical administration and a cycle transaction managing the organizational administration of the project cycle. Transport requests are only managed by the project cycle and the project assignment of each transport request is mandatory The Solution Manager project can be extended by cProjects for managing project phases and project tasks. cProjects allow the management of interproject dependencies.

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The role Change Manager is defined for managing project cycles. The role Developer is defined for doing changes in satellite systems. The role IT Operator is defined for managing imports.

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The project cycle is an abstraction layer that cannot be changed representing the fix phase structure of a cycle. The cycle tasklist is one representative of the cycle and represents the system landscape tracks with tasks to be used by an IT operator or IT administrator for managing project related IT activities, esp. imports. Custom tasklist templates with additional tasks can be created by customers. The cycle transaction represents the service request for managing the phase changes. Dokumentation, additional status, notification, electronic signatures etc. can be managed from within the cycle transaction. Phase shifts should be done from within the cycle transaction but not from within the cycle tasklist since additional activities and status can only be managed from within the service reqeust.

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© SAP AG SM100 5-20 . Projekt Administration can be maintained with transaction SOLAR_PROJECT_ADMIN.20 System Landscape can be maintained with transaction SMSY.0 and in /TMWFLOW/CMSCONF as SAP Solution Manager 3. Data retrieval for systems can be linked to LIS (TMS funktionality ) or SLD. 3URMHFW $GPLQLVWUDWLRQ 3URMHFW /DQGVFDSH © SAP AG 2006 „ „ „ Project cycles can be created in SOLAR_PROJECT_ADMIN as of SAP Solution Manager 4.

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Any change related to a project moves synchronously from development through test to production or delivery. Urgent corrections are represented by a task list. upgrade.5HJXODU &RUUHFWLRQV LQ 3URMHFW &\FOHV 6$3 6ROXWLRQ 0DQDJHU ± &KDQJH 5HTXHVW 0DQDJHPHQW 'HYHORSPHQW 7HVW 3URGXFWLRQ 8SJUDGH (53 . or template project is imported with one or more import projects. template projects. upgrade.PSOHPHQWDWLRQ 3URMHFW 0DUNHW &DPSDLJQ 0DLQWHQDQFH 3URMHFW )LQDQFH ± 6ROXWLRQ )LQDQFH « 0DLQWHQDQFH &\FOHV « 8UJHQW &RUUHFWLRQV © SAP AG 2006 „ „ „ Projects are defined by their release cycles. and template projects can be planned and controlled by cProjects project plans. cProjects allows resource management. Maintenance cycles are phases within an ongoing maintenance project. an urgent correction is managed by “import subset” and is automatically merged into the current open maintenance cycle. One maintenance cycle is represented by a task list. change requests can be created and released by means of change transactions in the Service Desk. Projects within the Change Request Management context are implementation. as well as program management. Technically. Urgent corrections are fast changes that have to be imported into the production environment as quickly as possible. which ensures a consistent change flow. Technically. upgrade. and cost controlling. which is intended to provide a stable production environment. time sheet management. One implementation. a maintenance cycle is managed by one or more import projects. or template project is represented by one task list for managing flow consistency. Technically. upgrade. an implementation. which ensures a consistent change flow. Implementation. SM100 5-25 „ „ „ „ „ „ „ „ „ © SAP AG .

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6ROXWLRQ 0RQLWRULQJ ²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© SAP AG 2006 „ 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 † † † † SM100 6-4 .

3URDFWLYH 0RQLWRULQJ YV 5HDFWLYH 0RQLWRULQJ 3URDFWLYH 0RQLWRULQJ „ 3URDFWLYH 0RQLWRULQJ WULHV WR DYRLG FULWLFDO VLWXDWLRQV EHIRUH WKH\ RFFXU ! 7R SURFHVV WKH QHFHVVDU\ PRQLWRULQJ WDVNV ZRUN OLVWV DUH QHHGHG 5HDFWLYH 0RQLWRULQJ „ 5HDFWLYH 0RQLWRULQJ WULHV WR QRWLI\ WKH DGPLQLVWUDWRUV LQ FULWLFDO VLWXDWLRQV DV VRRQ DV SRVVLEOH ! (IILFLHQW QRWLILFDWLRQ PHFKDQLVPV DUH QHHGHG © SAP AG 2006 „ „ 0RQLWRULQJ <RXU (QWLUH /DQGVFDSH The continually increasing number of IT solutions and components is a growing challenge for the administration team in a computer center. As a result of this development. The number of components has increased from what was required with SAP R/3 (including SAP instances. database. yet can be extended to cover new components. hardware and operating system) to include an ever-growing range of technologies including products where SAP is a reseller and not a manufacturer. we now talk about VROXWLRQ PRQLWRULQJ. This concept is realized through the following three monitoring sections within the SAP Solution Manager • Business Process Monitoring • System Monitoring • Service Level Management © SAP AG SM100 6-5 . „ Instead of classic system monitoring of individual system components. where entire business processes can be monitored as a whole across multiple components. computer center managers demand a monitoring method that is centralized (with all information in one tool).

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SAP is shipping a lot of trend analysis reports which help to identify potential problems. but those still need to be adopted. „ © SAP AG SM100 6-6 .GHQWLI\ LVVXHV WKDW DUH QRW FDSWXUHG YLD DOHUW PRQLWRULQJ „ ([SHUW 0RQLWRUV VKRXOG JLYH KLQWV IRU UHVROXWLRQ RI LGHQWLILHG SUREOHPV RU DUH WKH WRROV IRU UHVROXWLRQ RI SUREOHPV ! $GPLQLVWUDWRUV ZLWK H[SHUW NQRZOHGJH LQ GLIIHUHQW DUHDV QHHGHG © SAP AG 2006 „ The most difficult task in setting up a real good monitoring is to find suitable thresholds! SAP is trying to help the customers as good as they can with shipping default values and KPI’s. LQ RUGHU WR QRWLFH GHYLDWLRQV DV HDUO\ DV SRVVLEOH ! 'HILQLWLRQV RI .GHQWLI\ SUREOHPV WKDW DUH EDVHG RQ ORQJUXQQLQJ WUHQGV „ .H\ 3HUIRUPDQFH . which means turning to “yellow” and which are no longer acceptable – “RED”! Expert monitoring can not be automated! This is manual work! But still.QGLFDWRUV DQG WKHLU WKUHVKROGV DUH QHHGHG ([SHUW 0RQLWRULQJ „ ([SHUW 0RQLWRULQJ LV PDQXDO ZRUN „ . which means “green”. critical. This can only be defined with carefully watching the system and trying to find thresholds which are still acceptable.

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detailed help. and monitor sets with monitors for all aspects of system management are predefined in the monitoring architecture and are available in every SAP system. for example.QGLYLGXDOO\ &RQILJXUDEOH Threshold values. You can also customize all settings to your own requirements and. configure customerspecific monitors so that only the data about your system landscape that is relevant to your needs is displayed. © SAP AG SM100 6-7 . methods. © SAP AG 2006 „ „ .

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„ © SAP AG SM100 w ˆd ˆ “ — –“ v©X— Fu t  g r q • ‘ p — ˜ j • g • ‘ d  g  m ™s•™ff3hhAh3foFor%e6e™nX—R’ lˆ“ g rF©U’ ˆk hAh3ih”–¥— 3f`e™¥–&”“ ’& ‰‡ ˆ ‘ “ — m l k ˜ j• g g “ ˆ d • ˜ — • ‘ ˆ ‘ ˆ 6-10 . This form of business process-oriented system monitoring.6HWWLQJ XS 6\VWHP 0RQLWRULQJ © SAP AG 2006 „ Use this section of the SAP Solution Manager to lay the foundation for setting up the correct procedures for monitoring your SAP solution. is known an inside-out approach. which starts with individual business processes and monitoring all operations-relevant system components. SAP recommends using both approaches simultaneously. To achieve comprehensive monitoring. The recommended technique is to define an explicit monitoring concept for central system monitoring using the Computer Center Management System (CCMS) in conjunction with the SAP Solution Manager. The complementary outside-in approach involves using tools from third-party manufacturers.

it is not possible to activate those systems at the same point in time. 3URFHGXUH In the table. %DFNJURXQG Since the CCMS architecture cannot handle two systems with identical SID. If you want to setup monitoring for a system. „ © SAP AG SM100 6-11 . all systems with an SAP basis component are listed. flag the appropriate check box.&KRRVLQJ WKH 6\VWHPV IRU $FWLYDWLRQ © SAP AG 2006 „ „ „ $FWLYDWH 0RQLWRULQJ 3XUSRVH In this step you choose the SAP systems for which monitoring should be setup.

Q FDVH RI D UHG UDWLQJ SURFHHG DV IROORZV If no destinations are maintained: • 1.&&06 &RQQHFWLYLW\ &KHFN © SAP AG 2006 „ „ „ „ &KHFN &&06 &RQQHFWLYLW\ 3XUSRVH • To check the connectivity to the CCMS of the monitored systems. Choose ’Generate RFC connections’ in Tabstrip ’Clients’. Choose under ’Systems’ the systems for that you want to create the RFC connections. • 2. if you did not restart the ’Setup System Monitoring’ after performing step 5. • 5. „ For more detail information about CSMREG user and prerequisites for the System Monitoring see 6$3 1RWH  © SAP AG SM100 6-12 . Mark the checkbox ’Assign RFC Dest. Save your changes. Call transaction SMSY. • 4. • 6. After the generation of the RFC connections to all monitored systems return to this step ’Check CCMS connectivity’ and press the ’Refresh’ Button. • 3. . for System Monitoring’.

g. © SAP AG SM100 6-13 .6HOHFWLQJ $OHUWV IRU 0RQLWRULQJ „ 8VH WKLV FKHFN WR DFWLYDWH RU GHDFWLYDWH DOHUWV GLVSOD\HG LQ WKH $OHUW *UDSKLF „ 6HOHFW DOO DOHUWV WKDW KDYH WR EH GLVSOD\HG LQ WKH $OHUW *UDSKLF E\ VHWWLQJ WKH $FWLYH" IODJ DQG SUHVV 6DYH  © SAP AG 2006 „ Using the TID flag you can specify the thresholds for individual MTE (monitoring tree elements) objects – e. for different hard disks.

6HWXS 6\VWHP 0RQLWRULQJ ² 3UHGHILQHG $OHUWV © SAP AG 2006 „ An alert must have a green checkmark status (accessible) in order to activate it. „ © SAP AG 7 cv } | ¤   CB Y¥CS YA  { B £Sy6¦Y23 C$IE0 YeH2R" 7 4 0  ¦ 0 ( ¦  c 0 4 0v ¨ ¤ B   B ¤ x ¦ B 2&z©r%CS Y©b¥y£ 4 c   ¨ ¤ v ¤ ¨ ¤4 &r£¤ tE©6¦Y%£3$u ¤ ¡ B   ¨ B f ¦  c 0 ©£%£¥©¦ ¥y20 YeH2U" ¤ @  ' ¤  #  #4 ¤ S ¤ 4 0 ¥Ybe¦)£r¥13C©%2&v 4 c   ¨ ¤ v ¤ ¨ ¤4 3v§¤ ~zC¥`¦€£¥&Ru SM100 6-14 . If the alert has a red or grey diamond status. On this screenshot you can see the table to change the threshold of the satellite system as described on the previous slide. Reason for that may be a MTE name mismatch or collectors not running in the system. they can not be activated since they are not accessible.

© SAP AG SM100 ' ¤  #  #4 ¤ S ©&%zr£¤ e¦Prr£¤ ¢z¥6¦Y%§X¨€£¥R  4 c   ¨ ¤ v ¤ …4 ¤  ¤4 ¤ @ ¤ ' B ƒ ‚ ‚ ( ¤ @ # ¡ 0 Y£EEC$„2I‰©Yb2% 4 c   4 ¤ @ 0 ¤  H 0 4 ¨4 0 v§¤ £5©s©%a€§£¤ &2se¦ 6-15 . For every System. Server. and other component the is the possibility to add “ User-defined” alerts. Database. Instance.6HWXS 6\VWHP 0RQLWRULQJ ² 8VHU GHILQHG $OHUWV © SAP AG 2006 „ „ A number of predefined alerts for every system can be found in the Monitoring session.

which is just a specific group of CCMS nodes.)9DOXHKHOS IRU &RQWH[WV © SAP AG 2006 „ Select the F4 value help and select a CCMS context . © SAP AG SM100 6-16 .

find the needed alert and copy into the Solution Manager. In this case. You may be required to do this fix pre-defined alerts that have a ’grey diamond’ status. simply activate it and save. This may be due to a MTE name difference for the alert in the Solution Manager and the satellite.) KHOS IRU $OHUWV © SAP AG 2006 „ Any alert available in CCMS of the satellite system can be copied and monitored from Solution Manager. Note that the alerts shown depend on which ’Context’ is selected. © SAP AG SM100 6-17 . you can access the CCMS on the satellite system as shown in this slide. Once this is done. as shown in the previous slide.

Another method is. to select first a CCMS context and then only select them from the F4-help.*HW 07( 1DPH IURP 5= IRU 8VHU GHILQHG DOHUWV © SAP AG 2006 „ „ In this picture one method is shown to copy the MTE names from RZ20. like shown in previous slides. © SAP AG SM100 9… f D ‚ 9 @  i ¤ ' B ƒ ‚ ‚ ( # ¡ 0 v©qRFs5 s1E©U„dE9 `ˆCdqs€ bb‰©R„2I‰r%B u … f D ‚ 9 @  i ¤ ' B ƒ ‚ ‚ ( ¤  6-18 ¦ 0 H x ‡  4 ¤ ¡ 04 u }   ¤4 23v¥”I©¤ €r£C2&Rhyr§¡ ¨ ¦ B w † D ' 04v 4 c   ¤  0 0 @ ©Csg U)§YY§r£¤ ¢I©££©A9 .

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© SAP AG SM100 4 c   ¦ 0 V c v§¤ b2¢C `A9 6-20 .6\VWHP 0RQLWRULQJ ² 6\VWHP 2YHUYLHZ © SAP AG 2006 „ When getting a red alert you simply have to click on the alert itself to navigate into a more detailed list of alerts. which shows exactly where the red alert comes from.

© SAP AG SM100  ¤  ¤ D   ¤4 u ‰ ©UE¥rRŠ £g 6-21 ¤ `c§bbB 2&by& %£i  @ i 4 0v ¤ ¤  0  ¦ B  0 ¦ ¨ H 0 # 4 c     c ¤ " ‰ C£a0 sd¥zXr£¤ ~§%¥¤ £RCŠ p . In such a case you can reset the alert for a certain time to only see new “ real” alerts. but cannot restart the instance to make the changes effective. or the problems are just of a temporary nature.6\VWHP 0RQLWRULQJ  5HVHW RI $OHUWV )DGH2XW RI $OHUWV LQ &DVH RI 7HPSRUDU\ 3UREOHPV © SAP AG 2006 „ Sometimes you get alerts or warnings where you have already fixed the problem.

such as a data load.6\VWHP 0RQLWRULQJ  5HVHW RI $OHUWV © SAP AG 2006 „ The ’Reset of Alerts’ feature allows you to ignore one or more alerts for a specified period of time. You could use ’Reset of Alerts’ to define a window to ignore them. © SAP AG SM100 ˜ Ž –• ” Œ “ Œ ’  ‘  Ž Œ ¥s—avd%¥%F$2&‰§ 5C‹ 6-22 . A practical use would be if you are doing a one-time workload event on the system. which you know would cause alerts to occur which aren’t really problems.

„ © SAP AG SM100 “” š ‘  ” Œ “ Œ v&CŒ ~™ C2%%U’ 6-23 ˜ š  ŽžŸ Ž ¥Œ §§ž `šCC%ž ‘ &• — Ž” ž” — Œ –  œ  › ” š d €&CyC©§”d&£Œ ~™ ˜ “” š ™ — Œ ¡ • ¢ ” Ž ©r&§Œ tz£1X¨z€ 3%“ ”§ Œ ¥ ž “ “Œ ¦ ¥ Ž — ž £ ¢ š ¡ Ž C©¥¥%aCe—§¤C„I¥ž §£“ ”› .6\VWHP 0RQLWRULQJ  +DQGOLQJ $OHUWV © SAP AG 2006 „ This screen is still an overview of the alerts of your choice for this particular system. If something turns to red you can click on the alert to navigate into a more detailed view for further analysis. With clicking on [MORE] you can open the history of alerts as shown on the next slide. but sufficient as long as everything is „green“ .

6\VWHP 0RQLWRULQJ  +DQGOLQJ $OHUWV © SAP AG 2006 „ The confirmation of alerts does not delete this information. it is still available and accessible via the alert history in the transaction RZ20. © SAP AG SM100 “” š ™ — Œ ¡ ¨ ‘  — Ž” ž – Ž‘ — rr£Œ ts£¥1Cz2 Y%P3e€%2 © “” š ™ — Œ ¡ rv§Œ ts£¥¢¨ 6-24 .

© SAP AG SM100 6-25 .2SHQ $OHUWV ² $FFRUGLQJ )XQFWLRQDOLW\ LQ 5= &OLFN WR GLVSOD\ RSHQ DOHUWV © SAP AG 2006 „ Clicking on open alerts shows you the thresholds. short text and number of alerts for each object to be monitored in an overview.

2SHQ $OHUWV ² $FFRUGLQJ )XQFWLRQDOLW\ LQ 5= © SAP AG 2006 „ Clicking on display alerts than summarizes all open alerts of all selected nodes. From here you can than complete the alerts. © SAP AG SM100 µ Ž Ÿ Œ Ÿ Œ §r£¥C CŒ ešŽ£&%£zb`—ye­ihX²° ž” Œ  ž Ž ´³ ¯ ± ¯ ® ¬ « ” ª ’s°$’­ Ca3tCœ eŽš © 6-26 . access the analysis tools or access the individual properties.

6ROXWLRQ 0RQLWRULQJ &URVV 6ROXWLRQ $OHUW /LVW 6ROXWLRQ 9DOXH $OHUW © SAP AG 2006 „ „ The Alert Overview is new Functionality in SAP Solution Manager 4.0 It can be reached via transaction dswp | Goto | Alert Overview © SAP AG SM100 6-27 .

or a combination of the two methods could be used. IPC. which is more efficient than the RFC pull technology. BC. Example: • 2 SAP Systems with in total 8 instances Æ 8 x 25 = 200 Æ 3 x 5 = 15 „ „ • All 8 instances installed on separate hosts Æ 8 x 5 = 40 • 2 ITS instances + 1 Business Connector • WRWDO DOHUWV  © SAP AG SM100 6-28 . Multiply this number by .) © SAP AG 2006 „ The above calculation is a rule of thumb for one solution landscape. Multiply this number by . (The average number of alerts per instance activated by default is 5.) „ Estimate the number of KRVWV in the solution landscape.) „ Rule of Thumb: 1RW PRUH WKDQ  DOHUWV SHU UHIUHVK „ Sum-up the number of alerts.6$3 6ROXWLRQ 0DQDJHU ² 3HUIRUPDQFH (VWLPDWLRQ 7KH PRVW FULWLFDO LQIOXHQFH IDFWRU LV WKH QXPEHU RI DOHUWV UHWULHYHG SHU UHIUHVK 7KH QXPEHU RI DOHUWV GHSHQGV RQ WKH QXPEHU RI PRQLWRUHG REMHFWV DQG WKH QXPEHU RI DOHUWV SHU REMHFW <RX FDQ HVWLPDWH WKH DOHUWV SHU UHIUHVK DV IROORZV „ Estimate the number of 6$3 DSSOLFDWLRQ LQVWDQFHV that are included in a solution landscape. This gives you the number of alerts retrieved per refresh.) in the solution landscape. (The number of alerts per instances activated by default is 25. then RZ20 in the Solution Manager should be used instead of the Alert Graphics. (The number of alerts per host activated by default is 5. „ Estimate the number of QRQ $%$3EDVHG LQVWDQFHV (ITS. If there are a lot of systems to be monitored with the Solution Manager. Multiply this number by . There is also the option of using agent push technology. which would exceed the 1000 alerts per refresh limit. etc.

see also SAP note 176492.QIUDVWUXFWXUH )HDWXUHV RI $OHUW 0RQLWRULQJ „ 5HFHLYHU (0DLO $GGUHVV „ 3RVVLEOH RQ DQ\ &&06 DOHUW YLD $XWR5HDFWLRQ 0HWKRG 3UHUHTXLVLWH „ (0DLO 6HQGLQJ LV FRQILJXUHG LQ 7UDQVDFWLRQ 6&27 © SAP AG 2006 „ The used autoreaction-method is CCMS_OnAlert_Email. © SAP AG SM100 ½ 5Á ”º À RÀ F¼ q 5”RFq¹ ¹ ½Á º À À ¼ ¿ U ¾ o½ d » ”º q Rsº6ºods¼s¼F¹ ¹ ¿ ¾½ » º `’• Ro“ r¥X— h¥”u d l ¶ w ˆd ˆ “ — d • w e “ e u “ ˆ l — ’oo’UA¥— 3¸j ©©q · ¶ U%q 6-29 .QWHJUDWLRQ 6FHQDULRV 6HQGLQJ 0RQLWRULQJ $OHUWV 9LD (0DLO 7KH 6$3 6ROXWLRQ 0DQDJHU SURYLGHV IXQFWLRQDOLW\ RI DXWRPDWLFDOO\ VHQGLQJ PRQLWRULQJ DOHUWV YLD WKH &&06 0RQLWRULQJ .6$3 6ROXWLRQ 0DQDJHU .

which is part of the SAP Solution Manager. the messages from within SAP can also be forwarded to that solution! 6\VWHP 0RQLWRULQJ 6$3 6ROXWLRQ 0DQDJHU&&06 6WDQGDUG. Usually messages are only send to the internal SAP Service Desk.d • w e “ e u “ ˆ l — ’™–RA©— 3¸j ¥©q · ¶ R%q Î 3¸eÃ$Æ ÉÈ Ç Ç Ë ÑÈ Ø Þ Ì Ã Î Ë Ø ofeØ ÉÑ vfq’–¸IÄ Ý t grq · ¶ ™s•o–¥tU%q Í eÃ%™3È â ÇãÌ Ã ÇÌÎ ÅÄ feے™AoË ÎÈ Ñ Ä Ì Ó ÉÈ Ã á v™sÌÉ ™A™3¸§Õ ™à Â Ó × ÖØÃß n¥× ~¸o¥× Í Ã6™™’q6ÃeÉ ÇÑ ¸`Ù~6Ì¥ ÑÄ ÉÎÜÂ Ç ÉËÂ É ÉØà ÑÅ ÉË ÑÛ ÇÜ ™–rÈ h`ÙÏ i’Ë Ú Î¤¥o–o¤Ah&’C%i§Â Ã Ï Ë Î ÎÃ Ó ÉÈ Ì Õ ÕÔ È Ì ÉÈ Ç Æ Ü Ç Õ Ñ ’AÎ &fà RF¸Ë CiÎ §Ê Ö ÎÃ Ê ÉÈ Ì Õ Õ Ô oi’r’§¸£Â 6̔%™f™iÃ Í o6Ã™Ë Í 6̒’Ë É ÃÏËÎÎ Å É ÉÔ ÈÌ Â ÓÂ Ñ Ðà ÎË ÃÏËÎÎ hIA%’ ÇÒ oË Í ¸t¸F–™–fÃ Í È Ì É Ë Ê ÉÈ Ç Æ Å Äà hAeËo§’3¸Ã RF¥f©Â Î &feÃ$Æ ÉÈ Ç Â Ó ×Éà n¥× ¥o2Ù `ËhC–o Çà hC× ÉËÊÉØ ÇÌ Satellite System © SAP AG „ „ © SAP AG 2006 Use Auto-reation method Serv_Desk_Mess_on_Alert for forwarding to Service Desk. If a customer is already using a third-party support desk software.

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$XWR5HDFWLRQ 0HWKRG © SAP AG 2006 „ solman_serv_desk_mess_on_alert can automatically create a service desk message and forward the alert text to the SAP Solution Manager Service Desk using the RFC destination SLF_MSG_SUBMIT. © SAP AG SM100 6-31 .

5)& 'HVWLQDWLRQ 6/)B06*B68%0. © SAP AG SM100 6-32 . The autoreaction method solman_serv_desk_mess_on_alert is than automatically using this RFC destination to send the alert information as service desk message to the Solution Manager Service Desk.7 © SAP AG 2006 „ To use this RFC destination you do not have to specify a target host. That way this RFC destination points to itself.

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It also reduces the time needed to train a support consultant in root cause analysis for SAP NetWeaver.VVXH $QDO\VLV „ 3HUIRUPDQFH RSWLPL]DWLRQ „ 6\VWHP DQG 3HUIRUPDQFH 0RQLWRULQJ „ 6L]LQJ „ :RUNORDG GLVWULEXWLRQ DQG ORDG EDODQFLQJ ORDG WHVWLQJ © SAP AG 2006 „ „ „ A key requirement for efficient and safe support of IT solutions is the ability to perform root cause analysis with speed and efficiency.6$3 6ROXWLRQ 0DQDJHPHQW 'LDJQRVWLFV 2EMHFWLYHV SURYLGHV HIILFLHQW DQG VDIH URRW FDXVH DQDO\VLV RI LQFLGHQWV LQ FXVWRPHU VROXWLRQV SRZHUHG E\ 6$3 1HW:HDYHU „ 6\VWHP &RQILJXUDWLRQ „ . Solution Manager Diagnostics provides all functionality to centrally analyze and monitor a complete SAP NetWeaver system landscape. © SAP AG SM100 7-5 .

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before they become critical. SAP EarlyWatch Alert is most effective when activated for all SAP components in your solution. SAP EarlyWatch Alert runs automatically to keep you informed.:KDW LV WKH 6$3 (DUO\:DWFK $OHUW :KDW LV WKH 6$3 (DUO\:DWFK $OHUW" „ .HHSLQJ WRWDO FRVW RI RZQHUVKLS ORZ DQG WKH SHUIRUPDQFH RI \RXU 6$3 VROXWLRQ KLJK LV D WUHPHQGRXV YDOXH WR \RXU EXVLQHVV ± D YDOXH GHOLYHUHG E\ 6$3 (DUO\:DWFK $OHUW © SAP AG 2006 „ SAP EarlyWatch Alert is an important part of making sure your core business processes work. It is a monitoring tool that monitors the essential administrative areas of SAP components and keeps you up to date on their performance and stability. so you can react to issues proactively. The objectives of SAP EarlyWatch Alert are to: • Prevent bottlenecks • Identify potential problems at an early stage • Provide regular and automatic monitoring of the performance of SAP components • Provide regular and automatic monitoring of essential administrative areas of the SAP component • Provide regular reports „ „ © SAP AG SM100 8-3 . It is covered by your maintenance agreement with SAP so you can do so at no extra charge.PSRUWDQW V\VWHP GDWD LV WUDQVPLWWHG IURP WKH 6$3 FXVWRPHU V\VWHP WR 6$3 DW UHJXODU LQWHUYDOV YLD WKH UHPRWH FRQQHFWLRQ ƒ 7KH GDWD WUDQVIHUUHG LQFOXGHV RQO\ WHFKQLFDO GDWD ZLWK QRQ VHQVLWLYH FRQWHQW ZKLFK LV WUDQVSDUHQW DQG PDQDJHDEOH LQ WUDQVDFWLRQ 6'&&1 „ 6$3 DQDO\]HV WKLV GDWD DQG SURYLGHV D FOHDU RYHUYLHZ RI WKH UHVXOWV LQ D UHSRUW ZKLFK FDQ EH GRZQORDGHG IURP 6$3 6ROXWLRQ 0DQDJHU „ .

SAP EarlyWatch Alert monitors the following: • General component status • System configuration • Hardware • Performance development • Average response times • Current workload • Critical error messages and process interruptions • Database administration „ In addition to giving you an overview of system performance.GHQWLILHV SRWHQWLDO SUREOHPV DW DQ HDUO\ VWDJH ƒ 0RQLWRUV WKH IROORZLQJ UHJXODUO\ DQG DXWRPDWLFDOO\ „ 7KH YDOXH RI 6$3 (DUO\:DWFK $OHUW 7KH XQGHUO\LQJ FRQFHSW LV WR HQVXUH VPRRWK RSHUDWLRQ RI LQGLYLGXDO 6$3 V\VWHPV E\ NHHSLQJ \RX LQIRUPHG RI WKHLU VWDWXV DQG DOORZLQJ \RX WR WDNH DFWLRQ EHIRUH VHYHUH WHFKQLFDO SUREOHPV RFFXU © SAP AG 2006 ƒ 5HGXFH 7&2 E\ NQRZLQJ ZKDW LV DIIHFWLQJ WKH SHUIRUPDQFH DQG VWDELOLW\ RI \RXU VROXWLRQ „ „ Once activated for each component. Once the interval has been set. SAP then recommends setting it to run on a weekly interval. © SAP AG  ' ¤  #  u   v 0  B ¤4 B ¤  B4   ' ¨ B c  ¦ ¤  E©&%ˆ¢$" C“©&£1CS Y%’Y §6¦‘£©£B €¥C© ‚ †  ' ¤  #  u   v 0 ¤  ¦ B '4 0v4 ¤ ¡ ¤ ‰©&¥Pt$" §b%C£E323&C¥ˆ¥@ ‡ † † Greatly minimize the risk of downtime † † React to issues such as bottlenecks before they become critical Know what is affecting the performance and stability of your solution SM100 8-4 . SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services.([HFXWLYH 6XPPDU\ 6$3 (DUO\:DWFK $OHUW „ 7KH 6$3 (DUO\:DWFK $OHUW ƒ 3UHYHQWV ERWWOHQHFNV ƒ . each time producing a report. for example SAP Solution Management Assessment and SAP SQL Statement Optimization. SAP EarlyWatch Alert runs automatically. In evaluating SAP components.

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Service connections. Please check your RFC connections to SAP and ensure that they employ load balancing. To do so.com/ewa. 3OHDVH DOVR REVHUYH WKH LQIRUPDWLRQ DERYH RQ DFWLYDWLQJ DQG GHDFWLYDWLQJ \RXU (:$V © SAP AG 2006 „ Due to system technical reasons. Further Information can be found on SAP Service Marketplace service. follow the instructions contained in SAP Note 812386. SAProuter connections. 2006 (quick link /supportapps) will have no influence on SAP EarlyWatch Alert data processing or the provision of remote services by SAP.sap. Please note that the deactivation of the SAPNet R/3 Frontend on April 3. SAP strongly recommends to send SAP EarlyWatch Alert data at SAP by using Load Balancing in SAPNet-R/3 Frontend. and RFC connections to SAP will remain unaffected. For the SAP Solution Manager system please also refer toSAP Note 802659. „ „ © SAP AG SM100 8-5 .

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6$3 6ROXWLRQ 0DQDJHU SM100   6$3 6XSSRUW 6$3 8-6 . • Your SAP System must be release 3. • The job SAP_COLLECTOR_FOR_PERMONITOR must be scheduled hourly. DQG (DUO\:DWFK    &XVWRPHU v z z ƒ | u |z– z  q s q r t z q q pt   p z vst  p  s | s ƒ| jejd§l ~p x›••„t¥„tl p „„%•w„ rs % q ~ w••†q tv „A3j’ ~p ‰ esl£„l z wCo rsŒrt p © SAP AG „ „ © SAP AG 2006 3UHUHTXLVLWHV The main prerequisites for using SAP EarlyWatch Alert are: • A remote connection between your SAP component and your SAP Solution Manager. To verify this.0D or higher • Implementation of SAP Note 91488. call transaction SM37 in your system.

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2YHUYLHZ 0DQDJHPHQW 6XPPDU\ %XVLQHVV 9DOXH%HQHILWV © SAP AG 2006 „ The new Service Data Control Center (transaction SDCCN) supersedes the old Service Data Control Center (transaction SDCC) that collected and managed performance data for analysis in SAP service sessions. Centralized control from within one SAP Solution Manager Automate all the operations and processes needed to transfer performance data from the system(s) in which the data was collected to the system in which the data will be analyzed. Supply multiple SAP Solution Manager systems with data. Integration with system landscape administration (transaction SMSY) SM100 8-8 . The SDCCN Administration Tool allows you to build an overview of satellite systems running the Service Data Control Center that provide the SAP Solution Manager with data. new transaction SDCCN) supports the preparation and delivery of SAP service sessions. You can use the SDCCN Administration tool to perform certain administration and monitoring functions on the Service Data Control Center in connected systems. Performance data can be analyzed in your SAP Solution Manager system or in a system at SAP. „ © SAP AG          The Service Data Control Center (SDCC. such as GoingLive and EarlyWatch Alert. All the tasks performed are logged. Data need not be collected again if usable current data is available This improves system performance. as well as for system administrators and other qualified customer employees working in their own SAP Solution Manager systems. It is intended primarily for SAP service engineers performing SAP service sessions. which allows you to track the progress of each task.

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you can activate the Service Data Control Center for each individual system or centrally for several systems. 3URFHGXUH • You can activate the Service Data Control Center either from the SAP Solution Manager system or by using the built-in activation function in the local system. The Service Data Control Center will only need to be activated once after it has been installed. © SAP AG SM100 g fd nd f f ¥ ¤ ©— rj`i&l¦ g †wi ž C§6i&••j&€‘eg {6mjk %•i ž £ £ ¢ ” ˜ nd g m ¡ m  d —d f d i f Ÿ ˜ nd g m ¡ d i fd ¡ i — ˜§ 6ir••xm•lŸ relA‘d d g i ¨ ™ — §   f   ¨ ¦ ¥ d¦ §¦ m d d ¡ ˜ m j%UU©lU¡ €Fqxm•„•q•3jlm ©” 8-9 . it must first be activated. © SAP AG 2006 „ „ „ Before you can work with the Service Data Control Center. If you use the SAP Solution Manager system.

it performs the following actions: • De-schedules AUTO_SESSION_MANAGER (ASM). • Creates the following two tasks (if they are not already available): − 0DLQWHQDQFH 3DFNDJH WDVN • Activates the task processor − The task processor job checks whether tasks are available to be processed. − To ensure the timely processing of all tasks the recommended frequency is ‘hourly’. Note that existing settings will not be overwritten. It is recommended that you set up a new RFC destination with the name SDCC_OSS. the original RFC destination SAPOSS must be working. they will be left unchanged. • Prompts you to create a new RFC destination (SDCC_OSS) to the SAPNet R/3 frontend (formerly called SAP OSS system). − If settings already exist. The SAProuter string used for the SAPOSS destination will be used to set up the RFC destination SDCC_OSS. • Checks whether Customizing settings exist − If no Customizing settings exist. the background job for the old Service Data Control Center.6'&&1  $FWLYDWLRQ UHVXOWV RQ WKH 6DWHOOLWH 6\VWHP 'XH WR WKH FHQWUDO DFWLYDWLRQ RI 6'&&1 \RX VKRXOG VHH D VLPLODU UHVXOW RQ WKH VDWHOOLWH V\VWHPV DV VKRZQ DERYH © SAP AG 2006 „ When the Service Data Control Center is activated. − 6HUYLFH 3UHSDUDWLRQ &KHFN 57&&722/) © SAP AG SM100 8-10 . • Locks the old Service Data Control Center (transaction SDCC). default values will be filled in automatically. The Service Data Control Center uses this RFC destination to communicate with the SAPNet R/3 frontend. For this to work correctly.

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„ „ „ „ 2. © SAP AG • ¬ « ª ™d m ” g — © ˜ 1wtrj©š©U f¡ d£ SM100 8-11 . The job SM:EXEC SERVICES triggers the processing of the data in a system session. in the SAP Solution Manager Solution Directory. The default value is 0RQGD\V You should retain this value. You configure the SAP EarlyWatch Alert scheduling in the SAP Solution Manager. • activated or deactivated the download of SAP EarlyWatch Alert data from the SAP Solution Data Manager for your solution systems. 5. 4. © SAP AG 2006 „ 1. Data collectors in the satellite systems aggregate analysis-relevant system and performance data weekly. 3. You have: • scheduled the service sessions for your solution. You have activated the SAP EarlyWatch Alert monitoring for your solution systems. The system downloads this data to the SAP Solution Manager with the 6$3 6ROXWLRQ 'DWD 0DQDJHU (SDCCN).

independently of the weekly reports. • You want to know the current status of your data. © SAP AG SM100 8-12 .6WDUWLQJ WKH (:$ 'DWD &ROOHFWLRQ PDQXDOO\ © SAP AG 2006 „ *RDO • You want to check the data download function when setting up SAP EarlyWatch Alert.

Choose the &UHDWH 1HZ pushbutton in the Service Data Control Center. • 2. Confirm. You get a task number • 10. choose the Run 7DVN 2QFH pushbutton. with the &DOO 6HUYLFH 'DWD &RQWURO &HQWHU pushbutton.„ 3URFHGXUH • 1. Choose the SAP EarlyWatch alert for a system. Choose (GLW → 6WDUW 1RZ • 8. Your task number appears in a row in the 7R 'R tab. choose 1RZ. • 4. You go to the Service Data Control Center of the selected satellite system. Choose your Service Data Control Centre 7DUJHW 5)& 'HVWLQDWLRQ from the possible entries help. Choose the 5HIUHVK 6HVVLRQV task. in the relevant system. To refresh the task immediately. Confirm. Go back to the SAP Solution Manager system. • 11. To schedule the task once. • 13. Confirm. Select this row. Call the Service Data Control Center (transaction: SDCCN). • 9. • 5. • 14. • 7. • 12. • 6. • 3. You can monitor the job in the 7DVN /RJ tab. • 16. A dialog box appears. • 15. You go to a screen in which the further procedure is explained. © SAP AG SM100 8-13 .

4. © SAP AG SM100 nw•R©— r•™ ©Cš„rtx—q„„wq%j¡ m k i g i h g fd ˜ — ” m  d d m k g i   ¡ g i ™ — §° ¥ d ¦ § ¦ ˜ d i ¦ m  d g — ¤ m   f f ©leAlxm„jjFxm ˜fd xm•lqj&F¥{l•¦ g 3¯ g m m ® ¦i   g f ¦ ¦ m ¦ • ¬ « m d m ¡ g „„†•„A¥— %j„ls1w{•3Fj„š­ º¦m f nm¦ ¡m¹ ¸ ¥ ljj¡ Ÿ %•š„l•m †¦ · ® ¶ m d n d ¦ f ¨ f ©X—$•3`dxij— ˜˜ q¦   µ ‚  v v z t p| “ z  –| z q „le•%rCd•t e3jv r| r … ³ | z ‚ s q s ² q r  p &„`s¥´s••%„štep `uw©… ˆ ‡… d di fŸig – ¬”¢ Rw†X—šXm•k •j1E¥©A ±g 8-14 . The alert data is then available in the SAP Solution Manager. All other data is from at least the date of the download. 5. • You can generate the SAP EarlyWatch Alert Report as an MS Word or HTML document. 2. Proceed as described. Choose the link to the SAP EarlyWatch Alert. Successful download is indicated by a symbol in the SAP Solution Manager overview. The performance data is for the last complete week. to process your session data in the SAP Solution Manager. Refresh your data in the SAP Solution Manager. 3. or display the session in SAP EarlyWatch Alert display mode.3URFHVVLQJ WKH (:$ 6HUYLFH LQ '6:3 © SAP AG 2006 „ „ „ „ „ „ 1. You can start the background job yourself with 6WDUW 6HUYLFH 3URFHVVLQJ 5HVXOW • You can see the status of the data for your systems in the SAP Solution Manager.

system operation. − You can only enter one recipient per row. You can generate an SAP EarlyWatch Alert report as: • HTML document − You can send the HTML report as an E-mail. configuration. performance. database administration and trends. © SAP AG SM100 8-15 . − You can send the document as an E-mail from MS Word.(& 6(59.&(6´ WKH (:$ UHSRUW VKRXOG VKRZ D FRORUHG UDWLQJ DQG FDQ EH UHYLHZHG © SAP AG 2006 „ „ The SAP EarlyWatch Report gives you detailed information about system status. to yourself and any number of other recipients ($GG 5HFLSLHQW… pushbutton). it appears as an attachment.+DQGOLQJ (:$ 5HSRUWV (:$ UHSRUW KDV EHHQ VHQW WR 6$3 *HQHUDWH WKH 06 :RUG 5HSRUW 2QFH WKH ³VHUYLFH SURFHVVLQJ´ KDV ILQLVKHG UXQQLQJ WKH EDFNJURXQG MRE ³60(. • MS Word document − When you have generated the report.

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This automatically keeps the system and software component data for your SAP systems that is stored in the SAP Support Portal (quick link /system-data) up-to-date. • 2.QLWLDO 6LWXDWLRQ 7KHUH DUH VHYHUDO SRVVLELOLWLHV WR DFFHVV WKH (:$ UHSRUW  &OLFN RQ WKH 06 :RUG LFRQ WR JHQHUDWH D UHSRUW  &OLFN RQ WKH JODVVHV LQ ³$FWLYLWLHV´ WR DFFHVV WKH ZL]DUG  &OLFN RQ WKH K\SHUOLQN WR DFFHVV DQ +70/ EDVHG UHSRUW 7KH HQYHORSH VKRZV WKDW WKH (:$ UHSRUW LV DOUHDG\ VXEPLWWHG WR 6$3 © SAP AG 2006 „ All EWA-enabled satellite systems connected to SAP Solution Manager send their EWA data to SAP once a month (every four weeks). To correctly set up SAP EarlyWatch Alerts for your SAP systems: • 1. the EWA data is immediately sent to SAP for further analysis. if your alert is critical. „ © SAP AG SM100 8-18 . point 5)). Deactivate the EWAs at SAP (see SAP Note 207233 (section 1. Activate the EWAs in SAP Solution Manager (see the SAP Solution Manager Configuration Guide).. If the EWA data for an SAP production system is marked with a red light after evaluation. you will then receive a call from SAP.

© SAP AG SM100 8-19 . or green traffic light to indicate to what degree the threshold values are exceeded. Depending on the analysis. SAP EarlyWatch Alert reads system data and analyzes it against set threshold values. The symbols are visible both in the report and as a graphic alert in the system monitoring area of the SAP Solution Manager. yellow.$FFHVVLQJ DQ +70/ EDVHG UHSRUW 6HOHFW WKH UHSRUW W\SH ZLWK RU ZLWKRXW JUDSKLFV © SAP AG 2006 „ To create the report. SAP EarlyWatch Alert issues a red.

There is one SMTP node in each client of an SAP System. it cannot be deleted.6HQGLQJ WKH (:$ UHSRUW DV (0DLO 7KH UHSRUW FDQ DOVR EH VHQG DWWDFKHG WR DQ HPDLO WR DQ\ UHFLSLHQW © SAP AG 2006 „ „ „ „ „ „ „ „ In order to be able to send the EWA report via e-mail it is mandatory to setup SAPconnect using transaction SCOT. SAPconnect distinguishes between three different node types according to the type of connection with the SAP System: SMTP Nodes The connection between nodes of this type and the SAP System is based on the Internet mail protocol. and no more nodes of this type can be created. This node is created automatically by the system. © SAP AG SM100 8-20 . These nodes can be deleted and more nodes of this type can be created. There can be any number of RFC nodes in each client of an SAP System. RFC Nodes The connection between nodes of this type and the SAP System is based on the SAP remote function call protocol.

for example SAP Solution Management Assessment and SAP SQL Statement Optimization. SAP EarlyWatch Alert monitors the following: • General component status • System configuration • Hardware • Performance development • Average response times • Current workload • Critical error messages and process interruptions • Database administration „ In addition to giving you an overview of system performance. SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services.QGHSWK DQDO\VLV RI WKH (:$ UHSRUW &OLFN RQ WKH JODVVHV WR DFFHVV WKH ZL]DUG IRU IXUWKHU DQDO\VLV © SAP AG 2006 „ In evaluating SAP components. © SAP AG SM100 8-21 ..

*HQHUDWLQJ DQ (:$ 5HSRUW LQ 06 :RUG 0LFURVRIW 2IILFH . If you use newer Word versions in Solution Manager (Operations) Æ see note 489806 © SAP AG   Microsoft Office 2000. Service Pack 1 (minimum requirement) or later Microsoft Office 2002 (Office XP) SM100 8-22 .One of the following must be installed: © SAP AG 2006 „ „ In addition to these requirements. the macro security settings need to be adopted according to note 199123.

for example SAP Solution Management Assessment and SAP SQL Statement Optimization. SAP EarlyWatch Alert monitors the following: • General component status • System configuration • Hardware • Performance development • Average response times • Current workload • Critical error messages and process interruptions • Database administration „ In addition to giving you an overview of system performance. © SAP AG SM100 8-23 .6DYLQJ WKH (:$ :RUG 5HSRUW DV ORFDO ILOH 8VLQJ WKH RSWLRQ WR JHQHUDWH WKH (:$ UHSRUW DV 06 :RUG GRFXPHQW \RX FDQ VDYH DQG FROOHFW WKHVH UHSRUWV LQ \RXU ORFDO ILOH V\VWHP © SAP AG 2006 „ In evaluating SAP components. SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services.

we will send a validated report back to the customer on a quarterly basis. „ © SAP AG SM100 8-24 . to have the SAP EarlyWatch Alert results of productive installations periodically validated by SAP. In case of vital alerts reported through SAP EarlyWatch Alert each productive installation is entitled to the max of two SAP EarlyWatch Checks performed by SAP. In case of any critical alerts monitored by SAP EarlyWatch Alert the results will be send in addition to those periodical reports. Additional SAP EarlyWatch Checks will be charged according to the standard price list. therefore it is mandatory for each customer to send the results of the SAP EarlyWatch Alert to SAP monthly.6DPSOH 5HSRUW ZLWK ([SODQDWLRQ 7R KHOS \RX XQGHUVWDQG \RXU 6$3 (DUO\:DWFK $OHUW UHSRUW UHIHU WR WKH VDPSOH UHSRUW .W LV ORFDWHG LQ WKH 6$3 6HUYLFH 0DUNHWSODFH DW ZZZVHUYLFHVDSFRPHZD Æ 0HGLD /LEUDU\ © SAP AG 2006 „ SAP EarlyWatch Alert will be performed at the customer site using the SAP Solution Manager. To facilitate the request of our customers. to SAP.

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Therefore go to the main instance tab and set a java main instance to relevant and assign your java system. When using pure java system. On this system the alerts will be visible within the CCMS. available in SMSY. Technically the "Central SDCCN" of the Solution Manager is used for pure Java systems which do not have a own SDCCN.I -DYD RQO\  ¦ú ù    ¦ ÿ ¦ú ÷  ü û ÷ú  ÿ ¤ ¢ ý j„ú  ÿ e©©wwx¦ %¥C¡ .I $%$3 VWDFN . You then have to make both systems. the data have to be send by ccms agents to an ABAP 640 system or higher.(:$ IRU -DYD 1HZ 6DWHOOLWH 6\VWHP DGGHG WR D 6ROXWLRQ /DQGVFDSH $XWRPDWLFDOO\ VFKHGXOHG (:$ UHSRUW   þ¥F„x„€©£©§ ÿ ý ü û ÷ú ù  § ¨ üjX÷jš¦ ¥££¡ û úù ÿ¤¢ý   ÿ©ý$ü„x„F„•wö þ û ÷ú ù ÷ ø ÷ ¸n ¯ • ¬ ‘©X—‰1w« gi f f f ¦©¡m  ¦ £d £¯ {—wlj¡ ž £ C§e6ire%§£ £ ¢ ” ˜ nd g m 6RO0DQ • • $%$3 6DWHOOLWH 6\VWHP (:$ LV SLFNHG XS E\ WKH 6'&&1 RI WKH 6DWHOOLWH 6\VWHP © SAP AG 2006 „ „ „ „ EWA for Java systems is currently in a pilot phase. but use their local SDCCN to obtain the non-ABAP data that is collected by the Diagnostics part of the Solution Manager. © SAP AG SM100 úþ¦þý! ýû ÿþý ÷ø÷ e$©l" jA  ¥„•wö &&06 DJHQW GHOLYHUV GDWD IURP -DYD VWDFN WR &&06  xý$wl`÷„q„•„„ 6ý2 ú üû úù ÷ø÷ö ' % x÷j4eù% 30ø  %¥•0I (&5 % ú ÷ &1 & 2 ¦ ÿ ¦ 1 ú þ ¦ ) ÷ ' % &HQWUDO 6'&&1 DFFHVV LWV RZQ &&06 . available standard solution. Double stack installations do not make use of the Central SDCCN.I GRXEOH 6WDFN (:$ LV SLFNHG XS E\ WKH 6'&&1 RI WKH 6DWHOOLWH 6\VWHP DQG DGGV -DYD GDWD IURP WKH DJHQW • úþ¦þý! ý e%#¥w" jû   ¥€„•lö ÿþý ÷ø÷ 8-26 . Next you have to assign the java system as a system component which will then collect also the java data and show them in the EWA of the ABAP system. This is the old. Note 976054 contains a setup instruction for EWA for non-ABAP-components. which will probably be available with the new ST-SER. the Java system and the ABAP 640 system. At the moment SAP develops it also for java stand alone. It will be released with the note 976054.

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PSOHPHQWDWLRQ SDUWQHU „ 6RIWZDUH SDUWQHU „ 6HUYLFH /HYHO 0DQDJHPHQW 7HDP • Form an SLM team with the following members − Team leader (may be one of the people mentioned below) − Head of IT department − Heads of each of the business departments for which service levels are to be defined (the business process owners) „ .7 VWDII UHVSRQVLEOH IRU PDQDJLQJ DQG PRQLWRULQJ VHUYLFH OHYHOV 7KH WDVN RI WKH 6/0 WHDP LV WR • Document the user requirements in a service level agreement (SLA) made between the Business Process Owners and the IT department • Establish a regular schedule of service level reporting (SLR) for communicating ongoing levels of compliance with the SLA © SAP AG SM100 9-5 . VXSSRUW HWF © SAP AG 2006 „ .

9HULILFDWLRQ • Monitor Achievement of Service Level Goals − The service level agreement (SLA) provides a standard against which you can evaluate your service level reports.. Therefore. − Schedule a meeting of the SL team the end of each quarter to evaluate the SL reports for that quarter and discuss strategy for maintaining or improving service levels. check each SLR against the SLA. the SL report accelerates and simplifies the process of finding important information.7 GHSDUWPHQW WKH XVHU FRPPXQLW\ DQG WKH OLQHV RI EXVLQHVV .W VKRXOG EH YLHZHG DV D PHDQV IRU GHPRQVWUDWLQJ WKH YDOXH RI . − To monitor achievement of your service level goals. in large landscapes. Foundations of Service Level Management) © SAP AG 2006 „ The SL report is a condensed form of EarlyWatch Alert reports. and thereby measure the success of your IT department in meeting its service level goals. „ © SAP AG SM100 9-6 .6HUYLFH /HYHO 5HSRUWLQJ 6HUYLFH /HYHO 5HSRUWLQJ 6HUYLFH /HYHO 5HSRUWLQJ LV DQ LPSRUWDQW FRPPXQLFDWLRQ YHKLFOH EHWZHHQ WKH .7 GHSDUWPHQW (Rick Sturm et al.7 VHUYLFHV DQG DV D ZD\ WR SURPRWH WKH TXDOLW\ RI VHUYLFHV SURYLGHG E\ WKH .

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An availability of 99.999% means that the system is down for 5. © SAP AG SM100 9-14 .+LJK $YDLODELOLW\ $YDLODELOLW\ 7LPHV $YDLODELOLW \ 7LPH RI 8VDJH 'D\V             8SWLPH 'D\V       'D\V       'RZQWLPH +RXUV       0LQXWHV       © SAP AG 2006 „ „ „ An availability of 95% means that the system is down for 18. An availability of 99% means that the system is down for 3.25 days a year.65 days a year.256 minutes a year.

+LJK $YDLODELOLW\ &DXVHV IRU 'RZQWLPHV 8QSODQQHG 'RZQWLPHV 3ODQQHG 'RZQWLPHV „ 6\VWHP DQG LQIUDVWUXFWXUH PDLQWHQDQFH „ 3DWFKHV XSJUDGHV WUDQVSRUWV „  „ Hardware. © SAP AG ðï §Ïî í ë ä ¥ì ~ ãê ~á é è æá ãââ °ç q䧧 äå ‚~~á ð Ïï ñ í ë ä §ì ‚ ãê ~á é ë æ ëìâ …`ç¥eႭ‰ç SM100 ð ­ï ñ í ‰ì ¥5§ äí ù ë æíá í ë ä ô ­ì ‚ ãê ‰á é øè ä÷è υ`çë ~¥°ì ôöõô ó ¥­™°ò ©  ü ý ¢ýÿ ý¤ ¢ ÿ ýüû Yû %¨&Y§ ¦ ©¥£¡&þ 55§ú „ To be avoided with scalable components which enable rolling maintenance „ Improved upgrade processes „ Proven correction and transport system 9-15 . disaster impact to be avoided by HOLPLQDWLQJ 6LQJOH 3RLQWV RI )DLOXUH (SPOF) „ 80% of operator errors to be avoided by improved V\VWHP PDQDJHPHQW and with FKDQJH and SUREOHP PDQDJHPHQW SURFHVVHV © SAP AG 2006 „ When one talks about availability the planned downtimes should also be defined and explicitly excluded from the Service Level Agreement. environment failures. OS.

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© SAP AG SM100 –y—Ò € ~‚~…q€‚© ’y z—ƒ %‚q}’¥©x 9-16 „ 'HWHUPLQH FULWLFDO EXVLQHVV SURFHVVHV „ &DOFXODWH FRVWV IRU GLIIHUHQW GXUDWLRQV RI GRZQWLPH „ 'HILQH WLPH WR UHFRYHU . 79 +RPH 6KRSSLQJ &DWDORJ 6KRSSLQJ )OLJKW 5HVHUYDWLRQV %XVLQHVV &RQWLQXLW\ 3ODQ © SAP AG 2006 „ In different industries the critical business processes might have different costs for downtimes.

High Availability comprises much more than just a “Highly Available Technical” Infrastructure: • Reducing planned downtimes for Backup.&RVWV RI +LJK $YDLODELOLW\ 0HDVXUHV $YDLODELOLW\ &RVW &XUYH (Source: Gartner Group) „ 5HGXQGDQW &RPSRQHQWV „ 'LVDVWHU 5HFRYHU\ 6LWH „ 6\VWHP 0DQDJHPHQW 7RROV „ . • Implement disaster recovery scenarios to minimize impacts of disasters • …improved Service Level Agreements! „ Having a highly available Technical Infrastructure in place is crucial in order to reduce “unplanned downtimes” which can be caused by hardware crashes. Patches. Updates. etc.5% 99. application failures/crashes. From a technical infrastructure point of view.7 6WDII „ &DSDFLW\ 3ODQQLQJ „ *XDUDQWHHG 6/$V „ 3URDFWLYH 6HUYLFHV Cost &RVWV 95% 98% Availability 99. the architectural and technical single point of failures (SPOF) need to be identified and secured in an appropriate manner. etc. „ © SAP AG SM100 9-17 .9% © SAP AG 2006 „ „ High Availability is the requirement to maximize system availability from an end-users point of view. operational mistakes.

This is important since typically there are time windows for planned downtimes used for system maintenance tasks. © SAP AG H G1 8 E D C $ A 9 131  31 ) '4£F%5B@8 7655! 42! 0( & $ # !     '%"  SM100 9-18 . Those time windows are than excluded from the 100% availability.6\VWHP $YDLODELOLW\ ² 0DLQWDLQ 'HWDLOHG 7LPH 7DEOH  6HOHFW *HQHUDO 7LPH )UDPH LQ :HHN 7DEOH  *HQHUDWH 7LPH 7DEOH  6HOHFW RU GHVHOHFW VSHFLILF WLPHV LQ WKH GHWDLOHG WLPH WDEOH © SAP AG 2006 „ Within the System Availability you have the possibility to maintain a time table which allows to define time windows where the availability is not measured.

you can efficiently monitor the availability of a large number of systems from a central location. Availability monitoring also displays the following performance attributes for monitored application servers (as of CCMSPING with release 6. to determine whether a remote system is active and available).5B) „ Number of Users Logged On © SAP AG 2006 „ Availability monitoring uses the alert and display functions of the monitoring architecture. for data collection (that is. This agent is a stand-alone program that runs outside the SAP system. With this monitoring method. By using an agent. However. This method is extremely fast and suitable for monitoring hundreds of systems from a central CCMS Alert Monitor. „ © SAP AG SM100 9-19 . if the server is reported as active at the message server.1* )HDWXUHV RI $YDLODELOLW\ 0RQLWRULQJ CCMSPING can check the availability of the application server.$YDLODELOLW\ 0RQLWRULQJ 8VLQJ &&063.20): „ Dialog Response Time „ Standardized dialog response time (as of Basis 4. an application server is regarded as active. availability monitoring uses the CCMS agent CCMSPING. without an inactive system causing an error in the display of the Alert Monitor.

The monitoring also displays the following performance attributes for monitored application servers (as of CCMSPING with release status SAP Web AS 6. © SAP AG SM100 y %’ ˆ€ %~~s‹ RÐ ˆÑ |€{€ Ê Ê q ˆ Ñ | € { € ry ’% ˆ€ °‚“‹ $Ð † | } y † † ƒ ‹ t ©ƒ &‚‰~’©§“‹ u &HQWUDO 0RQLWRULQJ 6\VWHP &(1  ƒ z y   – — h g – ƒ %~} ph’Xƒ~‚’} i£°’°Ì 9-20 – ² °’ƒ ± φ Ð .sap.com/monitoring | Monitoring in Detail.20): • Dialog response time • Number of users logged on • Standardized dialog response time (as of SAP Basis 4. if the server is reported as active at the message server. With this monitoring method.1* e I f( '@" d $ 8 # 9 E c$ ) cba%%'`YQ E $  $ H ! # # $ q s W VU T  Q I X6PSRPI .)XQFWLRQDO 3ULQFLSOH RI WKH $YDLODELOLW\ $JHQW )XQFWLRQDO 3ULQFLSOH RI WKH $YDLODELOLW\ $JHQW &&063. an application server is regarded as active.5B) „ „ For additional information refer to the Availability Monitoring and Agent CCMSPING document at: http://service. It would make sense to install the CCMSPING Agent also on the host of the Central Monitoring System.QIRUPDWLRQ VHQW „ The system is available if the message server and at least one application server are available „ List of active application servers „ Underlying performance attributes of the active application server © SAP AG 2006 „ CCMSPING checks the availability of the application server at the message server of the corresponding system.

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QIUDVWUXFWXUH The GRMG infrastructure is part of the monitoring architecture of the Computer Center Management System (CCMS). GRMG is suitable both for technical monitoring and for application monitoring. a Servlet. 3UREOHP 0RQLWRULQJ RI FRPSOH[ P\6$3 :HE 6FHQDULRV GRMG consists of two parts. GRMG request and GRMG response are messages in a well defined XML format. for example due to communication errors or an agent that is not running (scenario error). • The scenario itself has errors. if an error occurs: • The components monitored in the scenario are not available (component error). From a technical point of view. © SAP AG 2006 „ You can use the Generic Request and Message Generator (GRMG) to monitor the availability of technical components and entire business processes. This means that you can differentiate between the following situations. *50* $SSOLFDWLRQ The GRMG application performs the actual availability monitoring. The concept of monitoring the availability of monitored components can be describes as an agent concept. The task is to send a request (the GRMG request) to the GRMG application. this is a Java Server Page (JSP). „ © SAP AG SM100 9-21 . both of which are required for a functioning GRMG environment: *50* . to receive its response (the GRMG response) and to display this response in an Alert Monitor monitor. or a Business Server Page in an SAP Web Application Server with a well-defined interface that is called by the GRMG infrastructure. This means that the GRMG application can run separately from the components and applications that it is monitoring.

0/ GRFXPHQWV „ Example: On SAP J2EE. GRMG consists of two parts: • GRMG Framework (also called GRMG Infrastructure). • 2. „ © SAP AG SM100 9-22 . GRMG monitoring works as follows: • 1. the GRMG application is simply a .QIUDVWUXFWXUH &HQWUDO 0RQLWRULQJ &RQVROH 6ROXWLRQ 0DQDJHU 6$3 :HE $6 GRMG Application 6$3 -(( (QJLQH &&06 Request Response GRMG Infrastructure GRMG Application 2WKHU &RPSRQHQWV 6$3 6\VWHP GRMG Application 6$3 :HE $6 © SAP AG 2006 /RFDO &&06 „ From a central monitoring system. The GRMG availability monitoring uses the alert and display functions of the CCMS monitoring architecture to provide heartbeat information. the Generic Request and Message Generator. you can monitor selected components of an SAP solution for their availability using GRMG. The GRMG response is sent back to the GRMG infrastructure and displayed in the Alert Monitor as heartbeat information there. The communication protocol used is HTTP-Post.An XML message request is sent to a target system by the GRMG infrastructure. GRMG is suitable both for monitoring technical scenarios and web-based business scenarios.$YDLODELOLW\ 0RQLWRULQJ 8VLQJ *50* 2YHUYLHZ RQ *50*. which embedded in CCMS • GRMG Application: − LV D FDOODEOH MDYD DSSOLFDWLRQ ZKLFK KDV D ZHOOGHILQHG LQWHUIDFHV WR UHFHLYH *50* UHTXHVWV DQG WR VHQG *50* UHVSRQVHV − *50* UHTXHVW DQG UHVSRQVH DUH VXSSOLHG LQ . The results of these tests are collected in the GRMG application and combined into a GRMG response.jar file which needs to be deployed. • 3. The GRMG application in the target system performs all the tests for the availability of the monitored components or business process steps.

− Activate availability types.SAR from SAP Service Marketplace. scheme. − Assign Availability-MTEs to collection scheme. − Specify monitoring options. − Define thresholds (optional). • &&06 − Configure availability monitoring options.and reorg. − Download CCMAGENT. value smoothing. © SAP AG H G1 8 E D C $ A 9 131  31 ) '4£F%5B@8 7655! 42! 0( & $ # !   H G1 T  Q I %%`'w5%6vSRPI SM100 9-23 . − Define collection. − Activate Central Performance History (CPH) for Availability-MTEs.6HWXS 6/5HSRUW  6HOHFWLRQ RI $YDLODELOLW\ 7\SHV 6HOHFW GHVLUHG DYDLODELOLW\ W\SHV IRU UHSRUWLQJ © SAP AG 2006 „ 7KH IROORZLQJ VWHSV DUH QHFHVVDU\ WR DFWLYDWH WKH &&06 3LQJEDVHG DYDLODELOLW\ UHSRUWLQJ • 26 /HYHO − Implement CCMS Ping agent. − Install and register agent CCMSPING on any host. − Specify MTE properties for Availability-MTEs. monitoring options.

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JAVA stack" − "Instance availability" − "Instance logon availability" − "Logon-group availability" • 0HDVXUHPHQW 5HVROXWLRQ DQG $FFXUDF\ − The availability information is derived from a CCMS ping agent. H G1 8 E D C $ A 9 131  31 ) 7@%bB8 6655! 7c! 0( & $ # !  H G1 T  Q I '%" c%6vY‰PI © SAP AG 2006 • $YDLODELOLW\ 7\SHV − "System availability . This results in an accuracy of − approx. The highest measurement resolution − is one sample per minute for system. − In total there are 1440 or 288 availability probes per day.07% or ± 0.and instance availabilities and one sample each five minutes − for instance logon. © SAP AG SM100 9 ! ˆ †3 "c‡5$ ) $ BuD 1 "c2£FcH ( 3 G 8 ! H $ E H $ d ! E € $ B%@Y…d 1 „cP 8 A ƒ 8 G $ E ‚ y E D € # 8 1 8 ! 8 %c@E 5cu£a`y 1 '# wxb 9-24 .ABAP stack" − "System availability .35% for each day.and logon-group logon availabilities. ±0.

planned downtimes • 7HFKQLFDO 3UHUHTXLVLWHV − CCMS ping agent running on any host − CCMS Central Performance History configured to collect MTE-classes of context "Availability" © SAP AG SM100 9-25 . planned downtimes-adjusted" − "Critical Uptime Availability" − "Critical Uptime Availability.• $YDLODELOLW\ )RUPDWV − "24h-Availability" − "24h-Availability. unplanned downtimes. planned downtimes-adjusted" − additional output: Detected downtimes.

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SP 11.Central FAQ Note for setup and operation of SL-Reporting and CPH • SAP Note 905594 .SP 01 • Software component ST-SER − 676(5 BB 63  − 676(5 BB 63  • Software component ST-PI (only UHOHYDQW LI Solution Manager LV XVHG DV Central Monitoring System (CEN)) − 673. )LQDO SURFHVVLQJ RI WKH (:$ GDWD WDNHV SODFH GXULQJ QH[W 6/5 UXQ © SAP AG 2006 „ The new functionality is available as of Solution Manager 3. BB 63  6$3 1RWH  63  6$3 1RWH  The minimum requirements for the satellite systems and CEN (if used) are described in SAP Note 905594.Mandatory coding enhancements for ST-PI © SAP AG SM100 9-27 .Description of technical prerequisites for implementation of the CPHfunctionality in the SLR • SAP Note 899566 . BB „ „ „ − 673. Minimum basis release for satellite systems with own CPH or CENs: SAP_BASIS 620 SP17 Relevant Notes: • SAP Note 872569 .2 with the following Support Packages: • Software component ST 320 . ST 400 .

7KUHH 0RQLWRULQJ 6FHQDULRV d $ 8 # 9 2@"b E $ H ! G ! c2''2YQ G FD 1 6F 8 ‚3 D 5)& 5HPRWH &3+ 5)& 5)& 5HPRWH &3+  6RO0DQ DV &(1 5)& © SAP AG 2006 „ In general there are three different scenarios supported to use CPH data in the Service Level Reporting: • Local CPH − The source system (satellite) reports its own performance data to its local CPH. • Remote CPH − The source system (satellite) reports its performance data to a central monitoring system (CEN). © SAP AG SM100 d $ 8 # 9 %£b $ y E ‚ D "5F d $ 8 # 9 '@"b $ y E ‚ D `wcFl d $ 8 # 9 %£"b $ y E ‚ D "5l /RFDO &3+ d $ 8 # 9  V m 2x%"bn‰I $ 8 D d $ @2…%bA d $ 8 # 9 %£"b E $ H ! G ! cc'cSQ G D 8 ‚3 D F61 6Fb d $ 8 # 9 %£"b E $ H ! G ! c2''2YQ G FD 1 6Fl 8 ‚3 D 9-28 . − The SAP Solution Manager retrieves CPH raw data directly from the satellite system. − The CEN can be on any of the other satellite systems of the solution landscape. • Remote CPH using SAP Solution Manager as CEN − The Solution Manager Systems acts additionally as CEN. − The CEN doesn’t need to be part of the solution landscape. − The SAP Solution Manager retrieves CPH raw data from the CEN. − The source system (satellite) reports its performance data to the SAP Solution Manager.

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and can freely define the storage period and granularity. • By default. the system in which the monitoring architecture is configured). You can store performance values for selected attributes of any systems in the CPH. © SAP AG SM100 9-30 . The CPH should only exist on a central monitoring system (that is. performance values are only stored in the Alert Monitor for up to 24 hours. which is insufficient for many tasks. ! 5XQ 5=1 UHSRUW  3OXV PLQRU LPSRUWDQW DGGLWLRQDO WKLQJV  © SAP AG 2006 „ 3XUSRVH • The Central Performance History (CPH) allows you to save performance values of the monitoring architecture long-term. and to output these values in reports to compare the current performance data with its earlier development. especially for the monitoring of Service Level Agreements (SLAs).

system indicators of a system can be included from the Solution Manager solution landscape. For this to happen. and can be documented in table and graphical format in cyclical reports. daily measurement readings are required for the desired indicator in the Central Performance History (CPH) of the CCMS.6/ 5HSRUWLQJ ² .QWHJUDWLRQ RI &3+ $FWLYDWH  GHDFWLYDWH WKH &3+ LQWHJUDWLRQ RQ WKH µ&KHFN *URXSV¶ WDE µ0RQLWRULQJ 2EMHFWV IURP &&06 &HQWUDO 3HUIRUPDQFH +LVWRU\¶ © SAP AG 2006 „ In the Service Level Reporting. „ © SAP AG SM100 9-31 . For more details read SAP Note 872569.

'HILQLWLRQ RI 0RQLWRULQJ 2EMHFWV IRU 6/5 6HOHFW REMHFW IRU UHSRUWLQJ &KRRVH PRQLWRULQJ REMHFWV IURP )+HOS © SAP AG 2006 „ 3XUSRVH • This check enables you to include any kind of monitoring objects from the CCMS in your service level report. • You can include any object that is available in either the CCMS of your Central Monitoring System (CEN) or in the CCMS of any of the SAP-based systems that are connected to this SAP Solution Manager system. or in the SAP Solution Manager system itself. • You use this check to define the monitoring system and the CCMS paths of monitoring objects you want to include in your service level reporting. © SAP AG SM100 9-32 .

'HILQLWLRQ RI 2XWSXW *URXSV IRU 6/5 © SAP AG 2006 „ 2XWSXW *URXS 'HILQLWLRQ • 3XUSRVH This check enables you to summarize single CCMS monitoring object attributes as one common output list or graphic for the service level report. To do so. The assignment of attributes to groups can be made in the next check ("Output Group Assignment"). You use this check to specify an arbitrary amount of output groups and their characteristics. • %DFNJURXQG For some CCMS monitoring objects it might be of interest to compare their measurement values at a common point in time to detect interrelationships. you can specify an arbitrary number of output groups and summarize up to 24 different attributes in one group. © SAP AG SM100 9-33 .

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where the single monitoring object can be compared in one table or graphic. The aggregation level is defined again on daily basis. © SAP AG SM100 9 ! ˆ †3 lc75$ ) $ BuD 1 "2c£u5H ( 3 G 8 ! H $ E H *UDSKLF IRUPDW RSWLRQDO. © SAP AG 2006 „ „ This slide shows an example for “ Grouped Objects” .

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Indicator is taken into account in the next SL-report. or the performance data are not available in the day explosion. „ Error No: 4 • Reason: The requested indicator is not known in the CPH (any more). „ Error No: 5 • Reason: CPH does not contain any performance data for the requested indicator. • Solution: Check whether the EWA is available for the source system. © SAP AG SM100 9-35 . Check if the CPH reporting is activated in the SLR setup for the source system. „ Error No: 2 • Reason: CPH was not read in the last EWA. • Solution: Maintain the corresponding attribute in the Setup SLR. „ Error No: 3 • Reason: There is no Customizing for the Evaluation of the CPH for the source system. • Solution: Configure indicator in the CPH.(UURU +DQGOLQJ (UURU +DQGOLQJ IRU 6/5 &3+ 6HUYLFH 5HSRUW k • i“ g f ’ e d ’ ” ’ ˜ ’ • “ ’ —j @6'h`'s`sis™—– `” "'‘ „ (UURUV GXULQJ 6/5 SURFHVVLQJ DUH LVVXHG LQ WKH ILQDO 6/5HSRUW „ (DFK HUURU FDUULHV DQ HUURU QXPEHU „ 3UREOHP GHVFULSWLRQV DQG VROXWLRQV FDQ EH ORRNHG XS LQ 6$3 1RWH  © SAP AG 2006 „ Error No: 1 • Reason: Indicator not maintained in the SLR Customizing (anymore). • Solution: Maintain Customizing for the source system in the Setup SLR. • Solution: Check the CPH settings in the monitoring system.

© SAP AG SM100 9-36 .20. • Solution: Message to SAP on component SV-SMG-MON-SLR.„ Error No: 6 • Reason: Function module is missing for the data collection. • Solution: Move the CPH to a monitoring system that has at least Basis 6.20. „ Error No: 7 • Reason: The Basis release of the monitoring system is lower than 6.

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6HWXS ² 6HUYLFH /HYHO 5HSRUWLQJ 6HOHFW 6\VWHPV IRU 6/ 5HSRUW IURP 6ROXWLRQ /DQGVFDSH 6HOHFW 6\VWHPV IRU 6/ 5HSRUW IURP 6ROXWLRQ /DQGVFDSH © SAP AG 2006 „ Dependent what you create this SL Report for. you choose the systems you want to include. For each system an own sub-check is created with individual checks and alert limits for the system availability and system performance thresholds. No additional load is put on the backend systems! © SAP AG SM100 9-38 . In the next step you than choose one of the business processes as the basis for the SL report. the appropriate EWA Reports of these systems are analyzed in dependency of the SL report definition. For all single steps within the business process you have to define: • Step name • Transaction / Report / Query name • System information • Response time analysis (checkbox) • Update Errors (checkbox) • Query Analysis (checkbox) „ When executing this report.

QYROYHG 3URJUDPV7UDQVDFWLRQV 7UDQVDFWLRQDO 5)& (UURUV 7UDQVSRUWV ( p © SAP AG 2006 „ „ The listed chapters mainly taken from EarlyWatch Alert. If the functionality marked with * is not available follow note 540122.QGLFDWRUV 7UDQVDFWLRQV ZLWK WKH +LJKHVW 6\VWHP /RDG +LVWRU\ RI 5HVSRQVH 7LPHV 0D[LPXP 5HVRXUFH &RQVXPSWLRQ RI WKH +DUGZDUH $FFRXQWLQJ 3URILOH 7UHQG $QDO\VLV 'XPS 6WDWLVWLFV 8SGDWH (UURUV DQG .H\ 3HUIRUPDQFH . therefore one can choose the chapters for the Service Level Report.6HWXS ² 6HUYLFH /HYHO 5HSRUWLQJ 6HOHFW 5HSRUW &RQWHQW IURP WKH (DUO\:DWFK $OHUW 6\VWHP &RQILJXUDWLRQ 6\VWHP $YDLODELOLW\ . © SAP AG w m & E ! & G ! 8 # t 1 r 3  31 vw2c25@u8 ss$ 52! 65! ) %XV q ! 8 D p p p p p p p p p p p SM100 9-39 .

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Beyond the EarlyWatch Alert chapters, these three features are available in the Service Level Reporting. The fourth one is only available with the business process monitoring. Instead of selecting a business process from the Solution Directory it is also possible to add a business process definition here with steps like transactions, programs, or BW queries for analysis.

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The possibility to customize own thresholds for some standard KPIs (System Target KPIs) is new in SAP Solution Manager 4.0. The threshold can only be set for Red alert, there is no yellow alert for this check.

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Once the SL Report is defined and saved it is automatically scheduled on a weekly basis per default. Like on an EWA Report you now have the possibility to open the wizard, using the edit button, to post process the SL report result. Post processing means accessing the detailed view to analyze the problems more in detail and, if necessary, to define actions using the action list. In here you can specify who, what and when an action has to take place to fix the problem found.

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Based on those indicators a trend analysis can be generated, which shows trends like the database growth, performance values etc.

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As described on the previous page the import of new functionalities can be very critical regarding the system stability. Also this SL report helps you to analyze problems and to be able to see dependencies between events and problems in your system.

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The Solution Reporting functionality is new in SAP Solution Manager 4.0 and consists of the following sub-tabs: • Services • Administration • Change Management • Service Desk • Issues and Top Issues

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© SAP AG SM100 9-49 .VVXH DQG 7RS .VVXH 5HSRUWLQJ ƒ .0. ƒ 6\VWHP $YDLODELOLW\ IURP (:$ DQG PDLQWDLQHG E\ $GPLQLVWUDWRU „ 6HUYLFH 'HVN 5HSRUWLQJ ƒ 6HUYLFH 'HVN 0HVVDJHV „ &KDQJH 0DQDJHPHQW 5HSRUWLQJ ƒ &KDQJH 5HTXHVWV „ .VVXHV DQG 7RS .VVXHV © SAP AG 2006 „ The Solution Reporting Tools enable the user to report extensively on all relevant functionalities in the SAP Solution Manager 4.

0.Ò ¥h¥¤ r¸ à ¸ ³%« –± %%£ Ä ¢¬ ³Pi« @——¥@Îi¤ ¥Ë Ñ Ð ¥ Ï Ê Ã § ¬ µ « ½ £ » § Í ­ à § ¬ ¨ à ± Å Í Ì ­ ¶¥ « ¨ ¤ © § ¬ § ¬ ¥7'ss'R¨ @r­ £¬ ¸ £ £ Ê ´ lu´ ¸ ¬ %É ¸ È ½ Fuº · Ç ¾ 'Ä 4‰¹ 'ps­ § Ç ´¼ ¥ «¬ ¤ ¨ irà ¸ p'p6`¤ Ä Æ¥ «Å¥ µ ¸ @i`c´ ¥ ¬ à ¤ ­i¤ §x`—¢° ¥ ¤ ± ¯ c® ­ § ¥ ¤ ± i¤ £¥i¢° ¶ ¤ § Å ¤ ¶ ¤¥ r—à @—`s7`ª Ã%« @–s¤ `r­ § ¬ ¨ µ ¤ ¸ È ¸ ¬ %É ¤ `Õ '–¤ µ Ó µ § Ô Ã'« §¬ ¸ ¥ Ï ‡ià ¯ ¤¬ Ç È 'Ä ´ £ Ê ´ lu´  |€  } Š ‰ { %6@F'clˆ { € ƒ } { `„ c@cb‚  |€  } Š ‰ { %6ww%5bˆ ‡ { ƒ { … { € ƒ } { c%…`„ c@5‚  |  } Š ‰ { '4€ @F%2lˆ  €‡€ Á ‡€ ~ ƒ @ 672u~ 6c%P² ‹  } Š ‰ { ˆ ² Œ ££F'5lÀ¿2’ ¸¬ ¸ ¶ ¾u½uº · P`‡¬ ¸ i¹ x¥ `· ¼ » ¨ º µ ¸ ¶ ¤¬ ¨ µ « s‡is¤ µ '´ ~  ~  { € ƒ } { `c†`„ c@cb‚ ‡ ~ | € €   5%uŠ  u5³² ¸ ¬ %É ¸ È ½ Fuº · ¬ —Ã¥¤‡i%—¨ ¬ à « È`¶‡¥ ¸ sà ¸ %£ ¶ ¬ Í ¤ iiÃ Ï Ã ¬ 'h`4¥ § ¥ « ª ¤ ¤ § ¬ Ã Í ³Æ –0h« É £ Ê ´ lu´ ¸ ¬ %É ¸ È ½ Fuº · 6\VWHP  6ROXWLRQ 5HSRUWLQJ $UFKLWHFWXUH 6$3 6ROXWLRQ 0DQDJHU Ä ½ ® 4s%—à ½È à « ¥ «Å ½ 'p†uº · © SAP AG „ „ „ © SAP AG 2006 The above figure gives a detailed overview on all possible data flow in SAP Solution Manager (all functionalities marked with a thick border are new with SAP Solution Manager 4. In general there are two possibilities to receive data from the satellite systems: • Collected EWA data (via SDCC) • Real-time Monitoring Data (via CCMS) Both data can be collected and analyzed in the BI: • CCMS data has to be transferred via the Central Performance History (CPH) • The EWA data has to be transferred via the Solution Reporting functionality 6\VWHP Q 6\VWHP  « &&060RQLWRULQJ. CPH-BWContent EWA-BIContent 9-50 .QIUDVWUXFWXUH 6ROXWLRQ 0DQDJHU 6\VWHP SM100 .QWHJUDWHG %.

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© SAP AG SM100 9-51 . IRU PRUH WKDQ RQH V\VWHP IRU VHYHUDO . which is part of the Business Intelligence (BI) solution. LQ %.V DQG VHYHUDO WLPH LQWHUYDOV © SAP AG 2006 „ The data of the EarlyWatch Alert (EWA) can be forwarded to the Business Warehouse (BW). IRU PRUH WKDQ RQH V\VWHP „ $YDLODELOLW\ RI GHWDLOHG LQIRUPDWLRQ DERXW V\VWHP SDUDPHWHUV DQG DSSOLFDWLRQ SDUDPHWHUV „ 3RVVLELOLW\ WR EXLOG RZQ UHSRUWLQJ LQ %.3.

(:$ 'DWD ([WUDFWLRQ ² 6SHFLI\ 6RXUFH 6\VWHP (:$  %. © SAP AG SM100 9-52 . 'DWD 6HOHFWLRQ LQ 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ „ „ The above screen for EWA data extraction can be reached via: Transaction DSWP | Operations | Solution Reporting | BI Data Collection | <Watch Symbol>. from where the data can be collected from the BI. Via “ Maintain Parameter Set“ detailed settings can be made. With the help of these settings the according EWA data is put to the transparent BI transfer tables.

You can activate and deactivate specific EWA for transfer to the BI transfer table.(:$ 'DWD ([WUDFWLRQ ² )LOO 7UDQVIHU 7DEOHV )LOO WUDQVSDUHQW WDEOHV IRU %. © SAP AG SM100 9-53 . 5HSRUWLQJ © SAP AG 2006 „ „ The screen in the slide can be reached via the “ Maintain Parameter Set“ button from the previous slide.

V IRU 6$3 %XVLQHVV .QWHOOLJHQFH %. and can therefore be transferred to the BI for further analysis. which are available in the EWA.3.× ê ù × ¡è ¡× ¨rú í ø ù × øç × Úê ¨Ú6¨r÷ × ë ê é è × ç æ Ý ÚÜw¡× –0hÛ ýü î ç û Ý 4%¨õ 2¢hÛ è ü ÿ ü ß ÿ ê wë ÿ è 6ü ê i—ü ¡X¨ × ë ø ê ôç ç × ò ܨ56—õ þ ܖfï è ¡ë –Üø $Üø Úè è 5Þ × ÿ í  Ù ÿ ÿ î ÿ ç × £ @× –£ ¨Ü1ï ö ü Ú£ 6ü `0Ü× ü —ß ÿ ÿ ë ô è ö â á à ß ß Þ Ý Û Ø Ø Ü2is'0hÜÚÙ ¨× Ö { ‹ ~ Á ~  ~ '"22@`Ž ç ü × ô êç ê Ü× ¡6¡—ò × ù 4Üõ rò ÿþ ç ç × ô ç ê © ß ¨× ü Üê ¡–ò 2ï ø ÿ ê ÿü —õ 6ü w ÿ ù 4ró ö iu¨2Þ ç õ ô × è ø ü ë ê è ø ç   þ ¡iõ ÿ ¡¡¡ê s¢Úõ è ô i¡¡—¨Úè rú × ÿ   × è ø õ é × è ô i¡¡—¨Úè rú × ÿ   × è ø õ é × þ õ ç ü ÿ Úcö —õ ¡è ¥ì â ç õ ô × ö —u¡2Þ ð ó ò ñ ð ß r—"s%ï Ö × ¨2Úí ¨rì ç ê î ç ê ü ÿ á ç × ç × ¡è Üs¨¨£ ¨sß è —õ 4s× ü –¨`ó ç çç  ê í é ö ü ÿ ù –"ê ù ¨Ü! ÿ  ÿ ê £ ô ü è ö ¨× ¡—ß è é ô ¤ Û ò Ý Üu–¥l!" â ð ð Ö ç × è Üá %Þ rì è ¨ró ~  ~ Ž y ‹  £5b‚ ø ÿ ç × –õ Üè ¨h í ø ê è ü õ ¨¨w× Úr ø ÿ ç ×  í ø —õ ¨è ¨h#¨Üê è ܨܖÜu—¥ñ ü ø × ø õ é ô õ × è ê ù × ú í ø ¡× Üsb¨Üê × è ê  ê ¡¨"ê ü rÛ ø ÿ ç × –õ Üè ¨h í ø ê ü ë ¤ í ç ¨¡iwÜ6–õ sò  {  ‹  %£b‚ è i§iò × Ù ê ¦ ë ê ü —¨ÚÚ¥ß ç õ é é ¤  è ø ¨–õ ÿ ü ¨¨ê r  ë ê è ø ç è è × ë ç ¡wiõ sò è è × ÿ è ¤ Ý Üø ¨¡¥lí × ü × ¨sß ë ù × í ÚÜá ê õ Ý Û ö  ø ü ë ê è ø ç ¥u¨iõ ÿ ¡¡¡ê s  â ( &   )'%ß Ö × ù ÿ Úõ —5ô —  þ ç ò × ÿ ø ü ê ÿü ó ó ò Úõ ÿ  ÿ ù 6s0—ñ × Ú%Ú2Þ ù ¤ í õ ø iõ ÿ ü ¡ë ÿ ږ"¡¨$í ÚÚá ê ù é é ö  ê õ 2 ó ò Öç× ç× 3s"ñ —¨¡£ ¡rß } { ƒ } { c@5‚ â Ù ÿ ê ÚÜø sÙ —ò â Ý Û 2 ó ò s¥F5s"ñ Ö × i¢iFiõ 4w¡ë ÿ –i" ù ¤ í õ Þ ø ÿü ê ù é é ö  í ê ¦ç õ ¡$¡–õ ù 4iX¨ { 5FcY㠇   Š â ( &   )'%ß Ö í ê ù ¦ç õ ¨ ü ø çç ¤ ¡–õ 7il6¨¡× 7Ú1ñ { „ | ~ %5† u@@2uä } Š å } { © SAP AG „ © SAP AG 2006 This slide gives an overview on different KPIs. 6HOHFWHG .

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You can download the analysis to your local PC as an Excel file. choose Export Table as Attachment. You can adjust the layout to your requirements. © SAP AG SM100 9-56 . If you want to save the analysis as a document in the SAP Solution Manager as a *.csv file. (.&(/ GRZQ ORDG SRVVLEOH © SAP AG 2006 „ „ „ „ Perform the analysis. The analysis is presented in ALV grid format. Go back to the initial screen.

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• Choose the parameters. DYDLODELOLW\ FKHFN IURP WKH 6$3 (DUO\:DWFK $OHUW VHUYLFH ƒ <RX FDQ DOVR H[SRUW WKH GDWD DQG SURFHVV LW LQ 0LFURVRIW ([FHO ƒ 7KH DYDLODELOLW\ UHSRUWLQJ VXSSRUWV \RX WR UHFRUG WKRVH DJUHHPHQWV LQ DQ HIILFLHQW ZD\ ƒ 7KHUHIRUH DQ DGPLQLVWUDWRU W\SLFDOO\ KDV WR FRQWDFW LW¶V FXVWRPHUV WR FODULI\ WKRVH SUREOHPV „ 2QFH \RX KDYH FRQILJXUHG D UHSRUW \RX FDQ VDYH D YDULDQW LQ RUGHU WR UHJHQHUDWH WKH UHSRUW DW DQ\ WLPH RU UXQ LW LQ WKH EDWFK © SAP AG 2006 „ 3UHUHTXLVLWH • You have scheduled and performed at least one SAP EarlyWatch Alert. © SAP AG SM100 9-59 . − Analysis of − Analysis period − Select analysis content • 6\VWHP DYDLODELOLW\ IURP (DUO\:DWFK The system availability data from SAP EarlyWatch Alert is analyzed. choose (GLW 6\VWHP $YDLODELOLW\ • You can add systems and maintain availability data for them. independently of the EarlyWatch Alert reports. if you want to analyze the SAP EarlyWatch Alert availability data. • 6\VWHP DYDLODELOLW\ PDLQWDLQHG E\ $GPLQLVWUDWRU If you want to analyze system availability data such as duration or reason for downtime.

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H\ FRQWHQW „ 3HULRG DQG 6\VWHP VHOHFWLRQ „ 6\VWHP $GPLQLVWUDWLRQ 5HSRUWLQJ ƒ 7DVNV IURP &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 6HVVLRQ ZLWK DQG ZLWKRXW FRPPHQWV „ 'HWHUPLQH V\VWHPV DQG WLPH SHULRGV WR JHW D UHSRUW RQ WKH GHGLFDWHG /RJ%RRN HQWULHV „ 6\VWHP $YDLODELOLW\ 5HSRUWLQJ ƒ 0DLQWDLQHG 6\VWHP $YDLODELOLW\ © SAP AG 2006 ƒ 6\VWHP $YDLODELOLW\ IURP 6$3 (DUO\:DWFK $OHUW „ $FWLYLWLHV • Choose the transaction SOLUTION_MANAGER. © SAP AG SM100 9-61 . You can adjust the layout to your requirements. 6\VWHP $GPLQLVWUDWLRQ 5HSRUWLQJ :LWK 6\VWHP $GPLQLVWUDWLRQ 5HSRUWLQJ \RX FDQ FUHDWH VWDQGDUGL]HG FXVWRP UHSRUWV UHJDUGLQJ WKH PDLQWHQDQFH RI 6$3 V\VWHPV „ 7KH UHSRUWLQJ LV EDVHG RQ WKH FHQWUDO V\VWHP DGPLQLVWUDWLRQ VHUYLFH VHVVLRQV RI \RXU VROXWLRQ „ 2QFH \RX KDYH FRQILJXUHG D UHSRUW \RX FDQ VDYH D YDULDQW LQ RUGHU WR UHJHQHUDWH WKH UHSRUW DW DQ\ WLPH . The analysis is presented in ALV grid format. • Choose the 6\VWHP $GPLQLVWUDWLRQ 5HSRUWLQJ link. • The report selection screen appears. • Analysis of • Analysis period • Select analysis content „ „ Perform the analysis. • Choose Solution 5HSRUWLQJ → 6\VWHP $GPLQLVWUDWLRQ in 2SHUDWLRQV „ Choose the parameters.

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Choose +HDGHU DQG 3URMHFW in the /LVW RI DOO 5HVXOWV group box. Project status. in which urgent corrections have been created. • Not all procedures contain data in all displayed areas. Logical component. Procedure description. Created on. the system shows the following information in a table: • Procedure ID. In this case. You only want to display procedure information. Project IMG. Project name. The system checks whether there are procedures in the context of the specified solution. Project type. and enter the transport request in the 5HTXHVW7DVN field. • You want to analyze procedures for a solution and transport request <SAPK123456>. the system sends the following message: Nothing found for the specified selection criteria. in which the transport request 6$3.! has been created. Expand the 7UDQVSRUW 5HTXHVWV tree. If so. Expand the 3URFHGXUH 'DWD tree and enter 6'+) in the 3URFHGXUH 7\SH field. the columns are empty. You want to display procedure and project data. User status. CTS ID. © SAP AG SM100 9-63 . The system checks whether there are procedures in the context of the specified solution. Transport path." +RZ PDQ\ LQFLGHQWV WULJJHUHG D FKDQJH UHTXHVW" „ 3HU RUJDQL]DWLRQ 6$3 FRPSRQHQW +RZ PDQ\ FKDQJH UHTXHVWV ZHUH GHFOLQHG" „ 3HU RUJDQL]DWLRQ XVHU W\SH E\ ZKRP DQG ZK\ © SAP AG 2006 „ ([DPSOH • You want to analyze procedures for a solution and urgent corrections. Choose +HDGHU in the /LVW RI DOO 5HVXOWV group box. Procedure type. As there are no procedures in this context. System status.

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QER[ -. order not yet sent. but will appear in the Inbox. order sent.The search options allow you to search for your company’s messages.This folder does not contain messages. which may require a reply from you or confirmation. After SAP has replied.The Inbox contains SAP’s responses to your messages. • 6HUYLFH &KDQQHO 6XEVWLWXWLRQ -. • 2UGHU 7UDFNLQJ -.This folder contains messages that you have not yet sent.6$3 6HUYLFH &KDQQHO 7KLV LV WKH FHQWUDO FRPPXQLFDWLRQ FKDQQHO WR 6$3 6HUYLFH DQG 6XSSRUW © SAP AG 2006 „ The SAP Service Channel displays all the Message Types that you have authorization to view. confirmed by SAP. • Sent Items -. you can maintain your own substitutes or accept requests to substitute for a colleague. You cannot delete individual messages. which each have different functions. It is divided into the following folders. Here. • . • 6HDUFK 2SWLRQV -. Substitutes receive colleagues’ messages for a predefined period starting as soon as they accept a request to substitute for a colleague. successfully delivered. you will find messages that you have sent to SAP. They are sorted according to the available Message Types. • 'UDIWV -. © SAP AG SM100 10-4 . The Inbox has separate folders for each Message Type. these messages will no longer be displayed in the Sent Items folder. These drafts can be finished and sent to SAP at a later stage.Here. You can restrict searches for each Message Type by using different search criteria.This folder shows the status of your orders: for example.

Refer to SAP Notes 458731 and 454042.p ‹t t ~ v o vt t z j l j k m t j j im ‰ | i t plm | i ‰ l zv l ~v ˜“˜d§d yi r“wwnt¥ntd |i nn%fwqn k|l % |j y qwwuj tfp nA3˜f yi „ j ‰ ƒ t |v t € k l tv ˜l ¥Fnem—Y“¥etq˜r˜m zjlvt s kpo hkm kji n“friqw£©d˜`lfCh g e ™ — • — – • ”’  ‰ fd˜Rt¥‰ 3“‘ ¥©† ˆ ‡ U%† kv i Ž 3q§5t  ‚ … z k lv z tv ‹ m t Š F† tn`td{t˜3Œ“˜¥¥h vt s kpo hkm kji wudriq˜§¥nnelfCh •Š kl w`mq”† “ ‰{n¥FetCŒ˜€§qi ey‘ vl … ‰ Ž sl ’t v pt |v t € v t ‰t ˜m “3˜¥C˜we| w‡ pj klzjt s simt qfi e|qn¥“utqn˜3v kjt s ‰Ž wuwt ©Œ xs „ Rd6ik ƒ ‚€ z v z kl s ko &vnl~q yi d6tnAf`iffl } k lv z t %j e|q{An&v xy k&f£–t  Un¥¥h vi Ž ‚ † … ‹mtŠ l f£aFA˜“n&¥ƒ k l ‡ ‚ † … p pt m iv pqjfi |eqn¥“utqn˜3v klzjt s simt kjt s ‰Ž wuwt ©Œ xs `ld§ˆF† A¥˜¥€ kl‡ ‚ … zjt l f£qdn ‰t fCh kl‡km ‰i © SAP AG „ „ „ © SAP AG 2006 EWA reports are available in two report types: HTML version • Can be set up for automatic email [ transaction SOLUTION_MANAGER. select a Solution Landscape >> Edit >> Automatic Email Transmission ] • For the graphics feature. Microsoft Word version 6DWHOOLWH 6\VWHP 0RQLWRULQJ ZLWK (DUO\:DWFK $OHUW (:$. IGS (Internet Graphics Service) must be available.

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Now the Solution Manager is scheduling and maintaining not just the EarlyWatch Alert sessions (EWA) but also all other service sessions. Using the SAP Solution Manager the control is moved to the customer side. Each 4th week or in case of an red rated EWA report the session data are send automatically to SAP Active Global Support and evaluated there. © SAP AG 2006 „ In the past EarlyWatch Alert sessions were scheduled and triggered from SAP side. „ © SAP AG SM100  0¡¤ 342¥£UD ¤ ¤4 r%B&t9 g 10-6 £ ¢¡  ˜`›–“f˜ › ž œ› Ÿ ˜ ˜%˜ š™ Cf˜ £ ¢¡  ˜`›–“f˜ › ž œ› Ÿ ˜ ˜%˜ š™ Cf˜ B B &UT ¨©¦£$" ¤ W B B T ¨ B c ¦ i 0 r¥RaC£0 §b©UT  0 ¡ ¤ D ¨ ¦ ¤ {&4 ££Uˆ¥£R" œ›«ª¨ª © ¨ ¢ §¦˜ š™ ˜˜“w˜§qd¦ rž¥ qC%˜ 4 0 ¡ ¤ 3©£RD ¤ B ¤4 &3A9 p g W Br%RT B ¨©BC0 c§¦s©RT i0 p £ ¢¡ ˜œ› £ ¢¡¥ n`›–—fqn$e¦—©¤ £ ¢¡ ˜œ› £ ¢¡¥ n`›–—fqn$e¦—©¤ .

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partners. To achieve this goal and improve support processes still further. 6$3 3DUWQHU © SAP AG 2006 „ The optimum collaboration between customers. and SAP Global Service & Support is a key goal at SAP. with the SAP Support Portal and SAP Solution Manager. The plan is to completely replace CSS. „ „ © SAP AG SM100 10-7 . the integration between the SAP Solution Manager and SAP Support Portal is being enhanced. partners. The existing functionalities in CSS are being transferred to SAP Solution Manager and SAP Support Portal. and SAP Global Service & Support. Both of these have been tried and tested parts of SAP’s support landscape for a long time. SAP is continually improving the support processes and cooperation between customers. which was used by the system reseller partners and customers to process messages up to now.

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Activities are listed after they are performed. You can schedule recurring tasks according to individual needs. SAP Solution Manager provides a central interface to manage administrative tasks. SAP Solution Manager provides a collection of all administrative tasks that are relevant to your software components. Overdue tasks are displayed in the graphical portrayal of the solution landscape.&HQWUDO 6\VWHP $GPLQLVWUDWLRQ „ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ SURYLGHV D FHQWUDO LQWHUIDFH IRU SHUIRUPLQJ D FROOHFWLRQ RI DGPLQLVWUDWLYH WDVNV WKDW DUH UHOHYDQW WR WKH GHILQHG VRIWZDUH FRPSRQHQWV „ 8VH WKH 6$3 6ROXWLRQ 0DQDJHU DV WKH WRRO WR SURYLGH ƒ 'ULOOGRZQ IXQFWLRQDOLW\ WR H[SHUW DGPLQLVWUDWLRQ WRROV FRYHULQJ WKH FRPSOHWH VROXWLRQ ODQGVFDSH ƒ $Q RYHUYLHZ RI UHFXUULQJ SHULRGLF DGPLQLVWUDWLRQ WDVNV ƒ 'RFXPHQWDWLRQ RI WDVNV © SAP AG 2006 „ Based on your defined software components. „ „ „ „ © SAP AG SM100 10-9 . including a detailed description of those tasks. You can launch the required tools directly from the SAP Solution Manager. Related results can be documented.

© SAP AG SM100 10-10 .&HQWUDO 6\VWHP $GPLQLVWUDWLRQ 6HOI6HUYLFH &OLFN WR VWDUW 6HOI6HUYLFH © SAP AG 2006 „ The Self Service Central System Administration helps you to define and perform administrative tasks.

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the administration tasks are predefined. © SAP AG SM100 10-12 .3UHGHILQHG 3HULRGLF 7DVNV 3UHGHILQHG SHULRGLF WDVNV © SAP AG 2006 „ For each system defined in the Solution Manager Solution Repository.

you cannot select any additional components. 1RWH • Add one or more of the predefined SAP back-end system tasks to back-end systems.&RPSRQHQW6SHFLILF 7DVNV &RPSRQHQWVSHFLILF DGPLQLVWUDWLRQ WDVNV IRU $/( &50 650 6&0 %.QYROYHG &RPSRQHQWV 7DEOH In this table. • If you select ’Standalone Enterprise Portal Tasks’. DQG . „ © SAP AG SM100 10-13 .76 © SAP AG 2006 „ . specify the SAP component for which additional tasks will be created dynamically for the administration structure of this system. • Standalone Enterprise Portal cannot be selected in mySAP Component systems.

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With clicking on the icon you can access the task list. &OLFN RQ WKH LFRQ WR DFFHVV WKH WDVN OLVW © SAP AG 2006 „ You can see at the marked icon if there are any open tasks today. © SAP AG SM100 10-14 .

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It only checks if you have called the corresponding transaction at all. once it is done. Each task disappears. Of course there is no “real” verification if you have performed the task correctly. © SAP AG SM100 10-15 . even without really analyzing something. 2QO\ RSHQ WDVNV DUH GLVSOD\HG ± &OLFN RQ RQH RI WKH HQWULHV WR DFFHVV WKH ZL]DUG © SAP AG 2006 „ Now you should perform one task after another.

´‚ ¬  £„C8 7§0 cPe¦$¦£¤E'P%3©§br €bfC3C©%©$v „§Q ' 0  4 0 @  ¤ 4 i ³ #4 B   ¤  ¤ ¦ ² ¬ ± ° ¯ ® 7 cv  ¤ " ¬ ©E©B Y§%$ˆCW V  B '4 0v4 u ¬ §3­Y3r£¤ „Cg ¦ 0 €¥¥¥C3Ys §%# §%¦ b5£&C&dˆ%p   B  ¦ B4   c B B ¤ @ 4 B " ¬ © SAP AG „ „ © SAP AG 2006 You can customize the frequency of the predefined administration tasks .QIR Please check note 879319 if you get a short dump when calling the analysis transaction. +DQGOLQJ 7DVNV SM100 10-16 .

This way you have a complete documentation of the tasks performed dependent on the configured frequency. 7DVN /RJ %RRN SM100 10-17 . ' c » 04 ¡ v 0 ¦  4   ¤ ¶©¤ £2Y£$©¸e06¡5C¥%£¨ ¨©¤ ec§{¥¤£¨¶%Bb@£C£s{¦ ¸·' I20 ¥¼£0 ˆ££bCsd0 ºµ B  H   ¤ ' 0  V 0 » 7 c ¨ ¨ B ¦ B  H ¹ V ©ˆ§0 Ee¦Pr3£&C§£r%bCsd0 ºµ 0 0 » 7 c   ´ ¤ 4 0 @  4 ¤ ¦ ¤ ¦ B  H ¹ # `cC Y%¸' 3£·¥§£§0 E ¶€2¢§%&1¢  µ c B  B 0 H B ¨ ¤ 7 7 c  V4 0 i V  B # ¦ © SAP AG „ © SAP AG 2006 Using the task log book an operator can log the problems he has found.

) + 2.) Select the check ’User Defined Task Master’ and complete required information under the two tabs. „ © SAP AG SM100 10-18 . for example: • Group Description Action Action Type • Performance ST03N Transaction „ „ Tasks in the Task Master are now available for the individual system. y3) Go to the bottom of the System tree to the check called ’User Defined Task Group’ to find your task(s).&KHFN Å8VHU 'HILQHG 7DVNV 0DVWHU´     'HILQH LQ Ä*URXSV RI 7DVNV³ 'HVFULSWLRQ $FWLRQ DQG $FWLRQ 7\SH  'HILQH LQ Ä8VHU 7DVNV³ 7DVN GHVFULSWLRQ DQG Ä7DVN *URXS³  *R WR WKH V\VWHP FKHFN 6HOHFW WDE Ä8VHU 'HILQHV 7DVN³ DQG VHOHFW GHILQLWLRQV IURP WKH OLVW  7DVN *URXS DSSHDUV LQ WKH Ä8VHU 'HILQHG 7DVN *URXS³  © SAP AG 2006 „ 1. y2) Go to the top level of the system listed in the tree: • Select the tab ’User Defined Tasks’ and enter a task from the ’Task Master’ using the pull-down menu.

for example.g. If you do not define logical names. ’User View 1’.&KHFN Å7DVNV 9LHZ 0DVWHU´     *LYH \RXU YLHZ D QDPH LQ 7DE ³/RJLFDO 8VHU 9LHZ 1DPHV´  6HOHFW WKH WDVN W\SHV \RX ZDQW WR VHH LQ \RXU XVHU YLHZ LQ 7DE ³8VHU 9LHZV´  *R WR &KHFN ³&KRRVH $GPLQLVWUDWLRQ DQG 0RQLWRULQJ :RUNDUHD´ DQG  &KRRVH \RXU XVHU YLHZ  © SAP AG 2006 „ „ Using the task view master an operator is able to specify his or her own selection of tasks shown in the wizard. „ © SAP AG SM100 10-19 . you can define logical names for these views on the tab ’Logical User View Names’. Select the tab ’User Views’. There are 9 user views reserved where you can assign the task types you want to display in the Administration Structure by using the dedicated view (e. go to check ’Choose Administration and Monitoring Workarea’. To select the different views (SAP Standard Views or User Defined Views) and to display the assigned tasks of them. ’User View 2’. Yearly Open Tasks and so on). ’Monthly Performed Tasks. After maintaining your user defined views. then the standard names are used automatically.

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© SAP AG SM100 10-21 . You can choose 2 different kinds of report: • 7DVN /RJ +LVWRU\ A complete list of all tasks performed inclusive the comments and the action list is shown.7DVN /RJ %RRN *HQHUDWH 5HSRUW 5HSRUWV FDQ EH JHQHUDWHG DV +70/ RU :RUG 5HSRUWV © SAP AG 2006 „ At the end of a week or month one can generate a HTML or MS Word report to proof the fulfilment of the tasks to the customer. •  7DVN 6HVVLRQ 5HSRUW: The configuration of the Central System Administration is shown in a report.

© SAP AG SM100 10-22 .3DUDOOHO 0DLQWHQDQFH *UDSKLFDO 'LVSOD\ RI 2SHQ 7DVNV 3DUDOOHO 0DLQWHQDQFH RI 6\VWHPV © SAP AG 2006 „ Refer to the section ’Roles for Session Types’ in the Solution Manager Configuration Guide for information on how to prevent unwanted configuration changes in a CSA session.

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VVXH &UHDWH 6HUYLFHV 5HSRUWLQJ 6HQG 7RS .VVXHV DUH WHFKQLFDO RU DGPLQLVWUDWLYH SUREOHPV LQ \RXU VROXWLRQ ODQGVFDSH WKDW DUH WRR FRPSOH[ IRU VLPSOH SUREOHP PHVVDJHV $VVLJQ 7DVNV &UHDWH .. you can monitor LVVXHV and top LVVXHV which have been identified in a business process or solution during production processing. with this function. With this function.VVXH WUDFNLQJ is an interface between your support organization and SAP support. SAP support staff can coordinate the cooperation between you and SAP support.VVXH WR 6$3 © SAP AG 2006 „ .VVXH 0DQDJHPHQW LQ 6$3 6ROXWLRQ 0DQDJHU „ 7RS . You can trace the entire lifecycle of your LVVXHV and their solutions. „ © SAP AG SM100 10-24 . and must be resolved.VVXHV GHVFULEH SUREOHPV LQ \RXU VROXWLRQ ODQGVFDSH IURP D PDQDJHPHQW SRLQW RI YLHZ WKH\ FDQ SRLQW WR FRUUHVSRQGLQJ LVVXHV „ . for example by proposing solutions for problems.

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„ 5HVXOW • You can trace the entire lifecycle of a (top) issue. • 8. or remotely. • 6.VVXHV WR 6$3 © SAP AG 2006 „ 3URFHVV )ORZ • 1. You contact SAP. and all activities connected with it. You or SAP Support identify a problem in your solution which requires action (issue). Implement the recommendations for the problems. and request a Support Service which solves it. SAP Support updates the problem information in the Issue Tracking. The link between the issue and service is retained. You or SAP Support create a new issue from a service. • 3. Update the issue status in the SAP Solution Manager. and close it. VHUYLFHV 6HQG 7RS . © SAP AG SM100 10-25 . You can analyze open issues. The SAP Support enters a recommendation to SAP Support Services. While performing the service. • 2. SAP support or the support team perform the service for your solution landscape at your site. • 5. • 7. • 4. in the SAP Solution Manager Issue Tracking.

You can create your own services locally. and display documents © SAP AG SM100 10-26 . to your requirements. assign service sessions directly to solutions and projects. You can order services directly from the SAP Service Catalog. The session details let you save session context information.6HUYLFH 3ODQ „ 5HSOLFDWLRQ RI 6HUYLFH 3ODQ IURP 6$3 $FWLYH *OREDO 6XSSRUW LQWR FXVWRPHU 6$3 6ROXWLRQ 0DQDJHU „ 3ODQQLQJ EDVHG RQ 6HUYLFH 3ODQ 3ODQQHG 6HUYLFHV 5HODWHG LVVXHV © SAP AG 2006 „ „ The Service Plan functionality allows you to use the services to support your production processing.

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If SAP returns the message to you. „ „ The Expertise on Demand message number and the status appear in the issue list. An Expertise on Demand (EoD) request is an OSS message in the component . − trace the further message processing in expert mode. − Created an issue. LV RQO\ DYDLODEOH ZLWK 6$3 0D[$WWHQWLRQ „ 0RUH LQIRUPDWLRQ DYDLODEOH DW KWWSVHUYLFHVDSFRPHRG $Q 6$3 ([SHUW FDQ EH UHTXHVWHG IRU DQ\ LVVXH © SAP AG 2006 „ You want to request an SAP expert.. with an ([SHUWLVH RQ 'HPDQG message. • You can: − close the message with &RQILUP.B5&B(2'B  3UHUHTXLVLWHV • You have: − A &RQWLQJHQW &RQWUDFW 1XPEHU for the Expertise on Demand (EoD) request. you can answer it and return it to SAP. © SAP AG SM100 10-27 . with 5HIUHVK.

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− set-up a connection to the SAP Service Marketplace (Explorer) „ 3URFHGXUH • Choose the transaction 62/87. © SAP AG SM100 10-28 . • Choose the link to the service. in the SAP Service Marketplace.21B0$1$*(5 • Choose 2UGHU 6HUYLFH IURP 6$3 • You go to the Service Catalog. &ROODERUDWLRQ ZLWK 6$3 6XSSRUW © SAP AG 2006 „ „ You want to order a Remote or Onsite Service from SAP. SAP will contact you to arrange the details. „ 5HVXOW • You have requested the service. • Follow the procedure described in the SAP Service Marketplace. 3UHUHTXLVLWHV • You have: − created a solution. • Choose 'HOLYHU\ RI 6$3 6HUYLFHV → 6HUYLFH 3ODQ LQ 2SHUDWLRQV • The system goes to the catalog entry of the service.

in the SAP Service Marketplace./LVW RI 6HUYLFHV ² 2UGHU YLD 6HUYLFH 0DUNHWSODFH © SAP AG 2006 „ 3URFHGXUH • Choose the transaction 62/87. The system goes to the catalog entry of the service. • Choose 'HOLYHU\ RI 6$3 6HUYLFHV → 6HUYLFH 3ODQ LQ 2SHUDWLRQV • Choose the link to the service. © SAP AG SM100 10-29 . „ 5HVXOW • You have requested the service. • Follow the procedure described in the SAP Service Marketplace.21B0$1$*(5 • Choose 2UGHU 6HUYLFH IURP 6$3 • You go to the Service Catalog. SAP will contact you to arrange the details.

• Choose &UHDWH /RFDO 6HUYLFH • Choose Delivery of 6$3 6HUYLFHV → 6HUYLFH 3ODQ LQ 2SHUDWLRQV • You get a list of all possible services which you can perform yourself. © SAP AG SM100 10-30 . you can create and save the service as a Word document. or view and save it as an HTML document. for which systems). • Flag which services you want to create (and if necessary. • Choose the &UHDWH pushbutton. The selected service appears in the sessions overview. • Choose the date to perform the service. „ Once you have processed the session./LVW RI 6HUYLFHV ² &UHDWH /RFDOO\ © SAP AG 2006 „ 3URFHGXUH • Choose the transaction SOLUTION_MANAGER.

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under http://service. The 6HUYLFH &RQQHFWLRQ 2YHUYLHZ function in your Solution Manager system corresponds to the function which you can call in the SAP Support Portal.sap.com/access-support. © SAP AG SM100 10-32 .6LQJOH 3RLQW RI $FFHVV IRU 6XSSRUW SURFHVVHV 6HWXS 6HUYLFH &RQQHFWLRQV „ 'DWD 6\QFKURQL]DWLRQ ZLWK 6$3 6HUYLFH DQG 6XSSRUW 6\VWHPV „ 0DLQWDLQ 6HUYLFH &RQQHFWLRQV „ 0DLQWDLQ 6\VWHP DQG 6HUYHU 'DWD 2SHQ 6HUYLFH &RQQHFWLRQV „ 2SHQ 6\VWHPV YLD 6$3 6ROXWLRQ 0DQDJHU „ 2SHQ 6\VWHPV GLUHFWO\RQ GHPDQG $FFHVV WR &XVWRPHU 6\VWHPV IRU 6$3 6XSSRUW „ 1DYLJDWH WR 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV „ 1DYLJDWH WR 6\VWHPV GLUHFWO\ „ 1DYLJDWH WR 6$3 6ROXWLRQ 0DQDJHU ZLWK 6ROXWLRQ &RQWH[W © SAP AG 2006 „ „ This function sets up service connections to SAP for the systems in your solution. The Solution Manager exchanges data about service connections and systems with the SAP Support Portal. You can open a service connection for a specified time. so that SAP support staff can logon to your system. using assistants.

All existing connections are migrated from OSS automatically. All existing service connection types are supported such as.Connect URL Access.$FFHVV WR 6HUYLFH &RQQHFWLRQV © SAP AG 2006 „ Service Connections in SAP Solution Manager will replace the functionality of "Service Connections" in SAPNET R/3 Frontend (transaction STSV in OSS). PC anywhere. HTTP. a link for Service Connections is displayed in the Operations Setup area of transaction Solution_Manager „ „ „ „ „ „ © SAP AG SM100 10-33 . SAP Solution Manager will enable you to administer remote connections. You are about to see a series of screen shots that shows integration of Service Connections in SAP Solution Manager via transaction Solution_Manager: Entry Screen of Service Connections in transaction Solution_Manager Overview screen of Service Connections Create Setup Service Connection Screens Open/Change Service Connection Screens In this initial screen. R/3 Support. It offers enhanced functionalities compared to the existing in SAPNet R/3 Frontend and SAP Support Portal that only offer basic functionality in this area.

open a service connection or refuse access for selected system by using the relevant buttons.6HUYLFH &RQQHFWLRQ 2YHUYLHZ  &KDQJH 6HWXS IRU VHOHFWHG V\VWHP  6HOHFW 6\VWHP © SAP AG 2006 „ All systems that are assigned to a Solution are displayed in the overview of Service Connection screen. „ © SAP AG SM100 10-34 . For example the highlighted system SAT has a connection of type R/3 Support. From here one can see system and service connections that have been setup. From this screen you can set up a new connection. change an existing connection. Multiple selection of connections and systems is supported for opening and closing. You also see the status of the connections.

'HILQH &RQQHFWLRQ 7\SH 6HOHFW &RQQHFWLRQ 7\SH © SAP AG 2006 „ „ System SAT was selected on the Service Connection Overview Screen and the button ’Create Setup’ was pressed. © SAP AG SM100 10-35 . A user only has to enter Service Connection Type by using the F4 to proceed to next step. Following screen appeared with default values.

© SAP AG SM100 10-36 . To proceed you can either click on the Next button or can directly click on the third step of Roadmap Control that is ’SAP Router’.9HULI\ 6HUYHU OLVW 9HULI\ FRPSOHWHQHVV RI VHUYHU OLVW © SAP AG 2006 „ „ On the upcoming screen a list of all servers that are associated to the system is displayed just to check if your servers are maintained correctly in transaction SMSY.

If required you can add additional internal SAP Routers. © SAP AG SM100 10-37 .0DLQWDLQ 6$3 5RXWHU 'DWD 6$3 5RXWHU WR 6$3 $GGLWLRQDO 6$3 5RXWHUV © SAP AG 2006 „ Here you can select the SAP Router that should be used for this system.

© SAP AG SM100 10-38 . All other fields are filled automatically. you add contacts for SAP on this screen by direct input or by using the value help for the ’Contact’ or ’Substitute’ input field.$VVLJQ &RQWDFWV $VVLJQ &RQWDFW IURP 6$3 6HUYLFH 0DUNHWSODFH © SAP AG 2006 „ Now that the connection type and routers are defined.

)LQLVK © SAP AG 2006 „ Finally FINISH step is reached where after clicking on Finish button. © SAP AG SM100 10-39 . data is saved and synchronized with the SAP Service and Support systems. The new connection is ready for use.

On the upcoming screen a connection is selected and the button ’Open/Change’ will be clicked to perform the above mentioned task. © SAP AG SM100 10-40 . You will now see how an established connection can be opened or changed. You can select multiple lines with CTRL + Left mouse.2SHQ  &ORVH FRQQHFWLRQV 6HOHFW V\VWHP DQG FRQQHFWLRQ W\SH © SAP AG 2006 „ „ So far a setup for service connection has been created. The connections can belong to different systems and can have different types.

To avoid misunderstanding with SAP Support you may switch dates and times to the supporters time zone.QLWLDWH FRQWDFW WR 6$3 IURP FOLHQW 2SHQ IURP « WR &RQWDFW IRU WKLV VSHFLILF RSHQLQJ © SAP AG 2006 „ By default all input fields are filled. © SAP AG SM100 10-41 . Pushing ’Submit’ button will open the system immediately and the new status will be updated on ’Service Connection Overview’ screen.'HILQH 'HWDLOV .

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© SAP AG SM100 11-7 . System monitoring alerts are associated to the underlying systems. so it is immediately clear for which business process step or interface the alert is relevant.([DPSOH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ „ Monitoring alerts are immediately associated to the business process flow. so an impact of a system on a business process becomes apparent.

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a business process oriented monitoring has to be established. GR ZLWK D SUREOHP" +RZ GR . FRQWDFW LI . PRQLWRU" :KDW GRHV D SUREOHP PHDQ IRU WKH EXVLQHVV SURFHVV VWHS" :KHQ DQG WR ZKRP GR . © SAP AG SM100 11-13 . KDYH WR HVFDODWH WKH SUREOHP LI LW FDQµW EH VROYHG" © SAP AG 2006 „ In order to identify which problems actually have an impact on the core business processes. FDQµW VROYH WKH SUREOHP" :KDW GR . KDYH WR PRQLWRU" :KDW QHHGV WR EH PRQLWRUHG" :KRP GR .4XHVWLRQV &RQFHUQLQJ %XVLQHVV 3URFHVV 0RQLWRULQJ +RZ RIWHQ GR .

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PSOHPHQWDWLRQ 3URMHFW 7HDP serves as a link between the Business Department and the IT Department. they are able to ensure that by using the technical resources of the IT department the functional requirements of the Business Departments are met. time critical paths in the business process „ This way. the . RFC queues. business relevance of jobs.PSOHPHQWDWLRQ 3URMHFW 7HDP dissolved) ? • How is the hand over of the Application Support at GoLive ensured? „ „ The Application Support after the GoLive of the system may be provided by a dedicated $SSOLFDWLRQ 6XSSRUW 7HDP © SAP AG SM100 11-15 .PSOHPHQWDWLRQ 3URMHFW 7HDP usually provides the Application Support before the GoLive of a new software. variants. the technical details and dependencies like • interface techniques (IDoc types. interdependencies) • business process flow across the different system components. This team normally knows about the business process. Hence. The main questions for the productive operation now are: • Who will do the Application Support after the GoLive of the system (once the Implementation Project has been completed and the . volumes to be processed) • background jobs (reports. © SAP AG 2006 „ The .

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There should be a Business Process Champion available in the Application Support that servers as the counterpart to the Business Process Owner in the Business Department. „ Parts of the Solution Support Organization can be outsourced or hosted by a third party company. • 6\VWHPV 6XSSRUW • %DVLVP\6$3 7HFKQRORJ\ 6XSSRUW 6RIWZDUH &KDQJH 0DQDJHPHQW • &KDQJHV WR %XVLQHVV 3URFHVVHV • 'HYHORSPHQW 7DVNV $SSOLFDWLRQ 6XSSRUW • $SSOLFDWLRQ 6XSSRUW • %XVLQHVV 3URFHVV &KDPSLRQ 8VHU +HOS 'HVN •  /HYHO 6XSSRUW • 'LVSDWFKLQJ © SAP AG 2006 „ The Application Support as link between IT Department and Business Department should be provided by the Solution Support Organization of the customer. „ „ %XVLQHVV 3URFHVV &KDPSLRQ • Person in the Solution Support Organization responsible for the support and the technical flow of a business process. Counterpart of and contact person for the Business Process Owner. %XVLQHVV 3URFHVV 2ZQHU • Person in the Business Department responsible for the functional flow of a business process and familiar with the business process and the corresponding business process steps. © SAP AG SM100 » {º 11-16 .

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© SAP AG SM100 ¹¸ §©· ¹¸ £C· ¹¸ §¥· 11-19 ¹ ¥· ¸ ¹¸ £©· ¹¸ £©· 6XSSOLHU ¹¸ £¥· . what technical details are associated to the business processes and what business requirements concerning the execution of the business processes exist.QLWLDO 6LWXDWLRQ &XVWRPHU +HDGTXDUWHU 3URGXFWLRQ 'LVWULEXWRU :DUHKRXVH 6XEFRQWUDFWRUV © SAP AG 2006 „ In order to identify if a problem in the solution landscape affects the core business processes it is essential to know what these core business processes look like..

© SAP AG SM100 Õ Õ Ø Ï× Ö Ì Ì Ï Ô ÓÒ Ð Ì Ì Ï Í Ì Ë £rRb¥%£¢$P¥©`ΣÊ Õ Ì Ì Ï Ô ÓÒ Ð Ì Ì Ï Í Ì Ë ¥%£¢$P¥©`ΣÊ *HQHULF . This way.QIRUPDWLRQ $SSOLFDWLRQVSHFLILF . you can ensure that every necessary aspect of the support is covered and that you don‘t waste your efforts doing support tasks that are not required. WMS Specific functions such as rush orders 11-20 .%XVLQHVV 3URFHVV $QDO\VLV 7KH EXVLQHVV SURFHVV DQDO\VLV VKRXOG OHDG WR D GRFXPHQWDWLRQ WKDW KHOSV WR VXSSRUW WKH EXVLQHVV SURFHVV 7R DFKLHYH WKLV JHQHULF LQIRUPDWLRQ DQG DSSOLFDWLRQ VSHFLILF LQIRUPDWLRQ ERWK IRU WKH EXVLQHVV SURFHVV LQ JHQHUDO XQG IRU WKH VLQJOH EXVLQHVV SURFHVV VWHSV LV FROOHFWHG Business Process Owner Process availability Volume information Business requirements (time restrictions) Interfaces Technical Details © SAP AG 2006 „ The business processes of a company should determine how the involved systems should be supported. batch determination etc.QIRUPDWLRQ Usage of critical functions such as variant configuration. So when noting down the structure of the business process the intend is to document it in a way that the application flow is understandable and that the documentation helps you to identify the points where a business process might break down. Õ Õ Õ Õ Ø£r×RÖsÌ%¥%§3RÑ©eΧqÊ Ï Ì Ï Ô ÓÒ Ð Ì Ì Ï Í Ì Ë Õ Õ Ì Ì Ï Ô ÓÒ Ð Ì Ì Ï Í Ì Ë %¥%§3RÑ©eΧqÊ Typical interfaces such as external tax software.

g. peak time windows • Tele sales or rush orders (delivery is created in combination with the sales order)? • Dialog transaction (VA01) • Background job (RBDAPP01) • ALE / EDI (IDocs) • Batch input • Direct input • Custom transaction or program • Interface to CRM or SRM System • Interface to external tax calculation software (e. Normally. © SAP AG SM100 à Ú Ü  Û {Bn¢©2 È àÛ£ Ú ßÜ ì0î ™™5XÜ~ÛÝ   ”£ %A   È È È ìÝÜ 3xÚ 3Èì  Ù ¡ ÿ Û ì ¢É ¥Þ ì t£ ì ÿ ¥¡Û ÿ Ú Ú ¡  £ Ö ¢é © à ™Û É ¡ @ úùö§ ô÷þ¦ ü ö¤ ô &&Y¨&r€¥”&Èð ¢¥€ ïû Û ìÈ ¡ È ™£ ©¢í   Ý rÚ ¢É ’~ۙ™6Û2Ù ì ÿ Ü ÝÜ Ú ú&$öø m'%¢t ïô Û#à xeà   à É "!™g¡ ÿ ¡ ¡ Ý à úùöø ô÷ðöõ ô óò ñ &3¢™r5¢3xg5g5 ïð î t ìí ë~Ûxt`ÛdÙ ÚÛ ßÛê ÝÜ Ú ú ö ñ ô÷ öò ò ñý ü ‚þYem‚rþ€5{k€™x ïû ÚgÛ É ’án™Û ßÜ©6ۙt`ÛdÙ Ú à Þ ÝÜ Ú ~ç$åãÖ æ ä Ð â È ¡ ìÝ# £ 3”Û 9 ¢8 È Ú Û É Ú’ánà™Û ßgÜ¥Þ~ÛÝxt`ÛdÙ Ü Ú é ä è ¡ È ìÝÜ Ú   ì # 4 Û 2 0 Ý Þ à à Û£ 3x¥¡ 7É `ÛÚ g65©316Û¥qttx)(¡Ú ÿ 11-21 .. There a respective sales order is created during the business process step “Create Sales Order”. Vertex) • Interface to external credit card software © SAP AG 2006 „ „ For each business process step you need to gather the generic and application specific information. the sales order that was created on the CRM system is sent via an IDOC interface to the SAP R/3 system. using either dialog transaction VA01 or program RBDAPP01 as a background job. average number of line items per document) • Time restrictions. for the US and Canada.%XVLQHVV 3URFHVV $QDO\VLV ([DPSOH Create Sales Order • Execution mode(s) • Document volume (average number of documents. about 1000 sales orders with in average of 3 items per sales order are created per day. In our example.

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These activities should be documented so that the different people know what they have to do in order to support the business process and in order to make sure that all parts of the business process are supported.6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ © SAP AG 2006 „ The goal of Business Process Monitoring is the definition of the monitoring activities that are necessary to support the business process. © SAP AG SM100 Ì Í Í Í× Ô C ÍÒ Ó Í Î Ó Ï ¢× §D Ytâ 6`Î5&× £2Ié Application Support Background Job Monitoring Basis Monitoring Interface Monitoring Q I R! ÏÒ Ó Í Î Ó é Ï Ê Ó &23× §dIERa&× ÌIÏÏ H ×GE ©PU"!F© É È È ¡ ìÝ Ü ß 0 3™x£ ì %0 # ¡ 6V eà©V¡‚Ú Ú Ú 6ÛxÜ É 0 Ý à£¡ ™1`ê   Ú  X !¡ W  £ ¢ U à t  Y 8 ¡ T Ü S Ì Ï Ì Ì Ï Ô ÓÒ Ð Ì Ì Ï Ì Ë ¥§&RP%©eÎÍ Ê 11-24 .

6WHSV WR 'HILQH DQG &UHDWH D %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW 3KDVHV RI D 6RIWZDUH . the Business Process Monitoring should be developed before the productive operation of the business process starts. This way. Another advantage is that the monitoring itself can go live with the business process. you can ensure that the knowledge of the implementation team regarding the monitoring can be used to its full extend and a handover is more feasible.PSOHPHQWDWLRQ 3URMHFW %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW SM100 11-25 .Ì Í Í× Ô %Ï Í¢× £D Y¥G CPeÍ5Ó¢× §Ó s Î Ò ÍÎ Ï Íd Ï ©eÎY)Ur ƒ Ø Ï× i£r$Ö Ì E× G ¥‚!Ø Î Í× x G Ô Ì dÓ Y%G ©%Ï I Î G Ì ÏÒ Ë I Ï 6§i%3§!%Ô €`ӀCa``eyPC!E Ò Ø C ÎÍx I Î G Ò ÓÒÒ Ï Ï Íd Ï 23€£1©e΀Ur v Ø Ï× wC&dÖ C6Î6€Ò3× §Ié Í ÓÍÎÓ ×Ò G× r£f$Ö Ì‚Cr¢tÓ × Ô Ïu g C`eÍY2Ó3× C2Ó s Î Ò ÍÎ Ï Íd Ï ¥`ÎY)Rr ç Ø Ï× s£r$Ö Ì Ô GdÒ Ï× %Ï¥qB§‚eÎÍ I G Ì Ø Ï× 6Σp¥£rÌ ÌÌ¥%£&§Ø Ï Ô ÓÒ Í× Î Ï Y¥££I c h Ø Ï× iC&2Ö e fd Ì Ï Ì Ì Ï Ô ÓÒ ¥¥¥%£¢CØ ÌÌÏ ÌË ¥%6ÎÍ Cg ÏÒ Ó e Í× Î Ï 3Ô fd Y¥££I c a Ø Ï× b£r2Ö C ÎÍ Ò Ó Í Î Ó é Î Pe5¢× §1EeÍ ×Î§Ï s £‘!£’é ÏCGÎG ÏCÎG £P£‘E è ×ØÏÔÎ £¥2Ó è C ÎÍ Ò Ó Í Î Ó 66€3× §Ié ÏE × '× Î Ï s Ï Ø x sc C6 G G ‘ I G P w ‘ r d ×ØÏÔÎ £¥2Ó è eÎ̀23× £2¢Ñ Ò ÓÍÎ Ó é Ï× Ï r% &Ò è Î Ï Í Ï £ Ce΢ R ‡ ‚ × Î Ï D ÓÒ §Ï s ©P3§Ø s c Ì Ë Ó Ë Í× Î I Î d©§`ÎYdÓ è 6£G Ì Î Í× GÒ Ï dÓ Y¥„£Ø  d P Î2Ó ¢%©d`¢dÐ Í× Ô Ë I ÓÒ Ó 3£f$Ö PCG ×Ò G× I Î Ò Ï D Ó× C¥P3Ë è Î2Ó Y%f¥£Ï s Ï Ø s c Í× G× Î x Î ÍÌÏ C %$r Ì Î Í× GÒ Ï dÓ €¥„£Ø  Î Í× GÒ C Ï× c I Î dÓ Y%q!r¥`Ή6£G I G x G ÔÍ Î E Ô Ï 6Î ¢`)eC§¥£ˆ x G Î E Ô Ï ) ÍÔ §PCCˆ Ò Ó † GÒ 2bÏ s %§… Ô 26r%„Y$Ö Í C Ï× GÒ× © SAP AG „ © SAP AG 2006 Ideally.

GHQWLI\ &RUH %XVLQHVV 3URFHVVHV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring )RFXV RQ WKH FXVWRPHU¶V FRUH RU FULWLFDO EXVLQHVV SURFHVVHV 'HWHUPLQH IRU HDFK EXVLQHVV SURFHVV „ 'HSHQGHQFLHV RQ RWKHU EXVLQHVV SURFHVVHV „ 3URFHVV DYDLODELOLW\ „ %XVLQHVV SURFHVV RZQHU „ %XVLQHVV UHTXLUHPHQWV Step 1 Step 2 Step 3 Step 4 Step 5 Identify Identify Define Define error Define core process monitoring handling monitoring business steps objects procedures activities processes and and escainterfaces lation paths © SAP AG 2006 „ Of the business processes run by the customer choose those responsible for the bulk of income that will make the customer loose money if they stand still. therefore ’Print Invoice’ has to be completed by 15:00.g. do you have to wait for results from other business processes before going on? • What are the times the business process needs to be available? Do you want to ensure 24x7 availability (e. • What volumes of documents do you need to process per day / per hour? This is limited by the hardware resources as well as by the workload created on the system by other activities. From the application point of view you need to know who is the person responsible for the overall smooth functioning of the respective core business process. Further questions are: • What is the business process supposed to do? • Are there any business processes that are interlocked with this business process. e. all trucks have to leave the plant by 16:00 to ensure next day delivery.g. • What happens if the process dumps and needs to be restarted? Can it be restarted without further actions? © SAP AG SM100 ‘ q„ ˆ V5 ( Ž‡ …  q… ” ”• „ – „‡  —q‡ % Žq” p“  ˆ 'f „ (˜ q… • g n ¢Œ s • }{~” ™qr |y pqy —• wx – • f“ • o z{u ” tuv ” ” e v{ƒ • f „%d ™• Vww{ƒ|y – q‚v˜ —•  – t€ • “ ” l B5%fg kj ih ‹{~ • ˆ (Šƒ|y q ‡  r †„ t€y‰{u — q„ p‚f „ q —• – • f“ ”… – ” • “ d d qd f ‡}{”• y f’ — d … † ‡t ‡ ” ”e ™–˜ ” • f „%d • Vq —• – • f“ nj %%m Ì Ï Ì Ì Ï Ô ÓÒ Ð Ì Ì Ï Í Ì Ë ¥%¥%§3RÑ%CeΧ’Ê „ 3URFHVV WLPH FRQVWUDLQWV „ 'RFXPHQW YROXPH WR EH SURFHVVHG „ 3URFHVV UHVWDUW DELOLW\ 11-26 .g. telesales)? • Are there any time constraints for the business process or steps of the business process? E.6WHS  .

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concerning in what way the process step will be realized in the solution. what resources will be used and what requirements have to be met. „ 7KH FRUUHVSRQGLQJ VRIWZDUH FRPSRQHQW „ The business process can be structured into several business process steps. Each process step needs to be analyzed thoroughly. © SAP AG SM100  5 È È È ìÝÜ 3xÚ 3Èì  tÙ ¡ ÿ Û ì ¢É ¥Þ ì t£ ì ÿ ¥¡Û ÿ Ú Ú ¡  1£ Ö ¢é © úùö§ ô÷þ¦ü ö¤ ô &&¢&r€–”3Èð ¢¥€ ïû Û ìÈ ¡ È ™£ ¥í   ÿ Ü ÝÜ Ú Ý XìÚ IÉ ’~Ûxt`ÛdÙ ú&$öø m'%¢t ïô Û#à ™tà   à É )R!™g¡ ÿ ¡ ¡ Ý à úùöø ô÷ðöõ ô óò ñ &&¢™&533xg5g€ ïð î t ìí ë6ۙt`ÛdÙ ÚÛ ßÛê ÝÜ Ú ú ö ñ ô÷ öò ò ñý ü rþ¢em‚rþ€5me€™x ïû ÚÛ É ’án™Û ßÜ©6ۙt`ÛdÙ Ú à Þ ÝÜ Ú ~ç$åtdÖ æ ä Ð â Ú gÛ É Ú’ánà™Û ß%Ü¥Þ6Ûݙt`ÛdÙ Ü Ú é ä è Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 11-27 .

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Therefore. Monitoring objects should be defined according to the parts of the business process where something might go wrong and what symptoms would occur in case of problems. © SAP AG 2006 „ To simplify the monitoring of the business process. According to these monitoring objects. „ © SAP AG SM100  5 È È È ìÝÜ 3xÚ 3Èì  tÙ ¡ ÿ Û ì ¢É ¥Þ ì t£ ì ÿ ¥¡Û ÿ Ú Ú ¡  1£ Ö ¢é © úùö§ ô÷þ¦ü ö¤ ô &&¢&r€–”3Èð ¢¥€ ïû Û ìÈ ¡ È ™£ ¥í   ÿ Ü ÝÜ Ú Ý XìÚ IÉ ’~Ûxt`ÛdÙ ú&$öø m'%¢t ïô Û#à ™tà   à É )R!™g¡ ÿ ¡ ¡ Ý à úùöø ô÷ðöõ ô óò ñ &&¢™&533xg5g€ ïð î t ìí ë6ۙt`ÛdÙ ÚÛ ßÛê ÝÜ Ú ú ö ñ ô÷ öò ò ñý ü rþ¢em‚rþ€5me€™x ïû ÚÛ É ’án™Û ßÜ©6ۙt`ÛdÙ Ú à Þ ÝÜ Ú ~ç$åtdÖ æ ä Ð â Ú gÛ É Ú’ánà™Û ß%Ü¥Þ6Ûݙt`ÛdÙ Ü Ú é ä è Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 11-29 . If for instance there is a problem with a material. monitoring tasks can be defined and assigned to the responsible monitoring teams. in addition to the job. the background job creating the deliveries might cancel but create also an entry in the application log. monitoring objects have to be defined for each process step or interface. the application log should be monitored for critical entries.

As part of the SMO Service for Business Process Management. These activities tell all involved persons exactly how they have to participate in the Business Process Monitoring. Business Process Monitoring can be set up in the SAP Solution Manager. and precise error handling procedures.6WHS E $VVLJQ 0RQLWRULQJ 5HVSRQVLELOLWLHV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring %DFNJURXQG -RE 0RQLWRULQJ %XVLQHVV 3URFHVV 0RQLWRULQJ %DVLVP\6$3 7HFKQRORJ\ 0RQLWRULQJ 6\VWHP 0RQLWRULQJ © SAP AG 2006 „ With specified monitoring objects. error handling procedures. „ „ © SAP AG SM100 ¶ x I E P ! P Ì I Î Ï× Î ÓÒ … ¶ ‡Ò Ó × Ï H ¶ Ê r ¶ ©P£&2¢§61¥b†%F6Áq`¸Ö Ï¥PCG è !p½(¼)¶ è eÐ6¶ è CP‚Î ¥Î £Ø s Ó è E Ô ¾ » c Ê ¶ Ì× Ï Ó e C x Ó Î E Ô Ï ˆ Ð â Ö PÓ yC§§‰ëR%e s sÌ §%"Ê æ ÍÌG ÌÒ ÓÒÒ · Ï× G I Ø 3¢€Rºr`!¹ ¶ Ì C Ó µ Ò ÓÒ Ò · ¶ C Ó µ Î Í × G Íx Ø Ø `£¥¸235dP¥b2Ó Y%)Ô ``§ëâ Ì Î Í× ÍÒ× Ì Ï ä I Î G Ì Í Ô Î Ï I Î Ï Ø Ï dÓ €geÔYYFa‘p¥Ï C©§C6§¥CUr Ï 2 ¥ UsÏ s diy¥b‘2¢216¥¸Ê Ë Ï Ô Ö Í ˆ g Ó Â I Î Ë ÓÒ C ‡ Ô G Ì è ÄCPg§’rP¶ Ã"E`7â … ä ¶ Ì Ô Ó c c r · æ · µ . Business Process Monitoring will be set up in the SAP Solution Manager for 1-2 core business processes. tools. escalation paths and monitoring activities for each team of the Solution Support Organization. Monitoring Checklists help the Monitoring Teams to keep track of their duties. For the business processes maintained in the SAP Solution Manager it is possible to define monitoring objects.QWHUIDFH 0RQLWRULQJ Ç ¾ Ê É Í ¾ Ë È Ê 6t‘)§"Ì Ç» È È (6`!Î Step 1 Step 2 Step 3 Step 4 Step 5 Identify Identify Define Define error Define core process monitoring handling monitoring business steps objects procedures activities processes and and escainterfaces lation paths Í ¾ Ê ÈÓ¼ Ö È Ô !¥!fp6Õ7¾ Ð BÓ È Ç 6‘¾ ¥ÑÏ Ó Ë Ò Ð ¶ ©  À±¿ Ç ¾ Ë Ê É È Ç ¾ ¢‘§6`ÆÅ ³ ™ ™ œ   Ÿž ´)6!!%` ™ ™ œ ›š ™ ˜ )!‘V‘)±— « © ¯ –¨ )® ¤ ¤ © ­ ¬« ¥'‚–ª ¤¤© ¦ ¤ £ ‚%§¨ –¢ ² ™ ™ œ   Ÿž p)!!6„ ™ ™ œ ›š ™ ˜ )6)(!‘±— « © ¯ §¨ )® ¤¤©­ « '‚‚¥¬ ª ¤ ¤© ¦ ¤ £ ¥q¨ §§1¢ ° ™ ™ œ   Ÿž w!!6„ ™ ™ œ ›š ™ ˜ 16)p!)y— « © ¯ ¨ )® ¤¤©­ « ‚‚‚–¬ 5ª ¤¤© ¦ ¤ £ ‚%§¨ –¢ ¡ ™ ™ œ   Ÿž b!6!%` ™ ™ œ ›š ™ ˜ !‘V‘‘y— « © ¯ §¨ )® ¤¤© ­ « ‚'¥–¬ ¢ª ¤¤© ¦ ¤ £ ‚%§¨ §¥1¢ 11-30 . the monitoring activities can be defined.

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create a road map for analyzing and handling the error. SURFHHG DQG VWDUW WKH GHSHQGHQW VXFFHHGLQJ MRE" „ :KR KDV WR EH FRQWDFWHG LQ FDVH RI DQ XQNQRZQ SUREOHP" „ 3UREOHP VROXWLRQ URDGPDSV © SAP AG 2006 „ For each monitoring object you need to know what has to be done in case of an error. RU FDQ . ask : • Does the error interrupt the business process flow? If it does. are there alternative procedures or settings that enable users to avoid them? • Are the roles and responsibilities clearly defined? • Can steps be taken to prevent the error in future? „ „ For each type of error. For each possible error. © SAP AG SM100  5 È È È ìÝÜ 3xÚ 3Èì  tÙ ¡ ÿ Û ì ¢É ¥Þ ì t£ ì ÿ ¥¡Û ÿ Ú Ú ¡  1£ Ö ¢é © úùö§ ô÷þ¦ü ö¤ ô &&¢&r€–”3Èð ¢¥€ ïû Û ìÈ ¡ È ™£ ¥í   ÿ Ü ÝÜ Ú Ý XìÚ IÉ ’~Ûxt`ÛdÙ ú&$öø m'%¢t ïô Û#à ™tà   à É )R!™g¡ ÿ ¡ ¡ Ý à úùöø ô÷ðöõ ô óò ñ &&¢™&533xg5g€ ïð î t ìí ë6ۙt`ÛdÙ ÚÛ ßÛê ÝÜ Ú ú ö ñ ô÷ öò ò ñý ü rþ¢em‚rþ€5me€™x ïû ÚÛ É ’án™Û ßÜ©6ۙt`ÛdÙ Ú à Þ ÝÜ Ú ~ç$åtdÖ æ ä Ð â Ú gÛ É Ú’ánà™Û ß%Ü¥Þ6Ûݙt`ÛdÙ Ü Ú é ä è Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 11-32 . the error is critical. Then ask: • Does the error result in data loss or inconsistency? • What types of errors do occur? • Are error handling procedures defined? − Are the errors and their causes visible to end-users and system administrators? − Are reporting strategies and escalation paths completely defined and published to all concerned parties? • If such errors occur.

These communication paths need to be clearly defined. © SAP AG SM100 á q á á á á á ñ (1±"¥p§6¸1èb!BVP(±èæ ð» ½ ï î í ìë Ó Ê È ç ç É ê Ö È¼Ó é ˼» ç ç Ownership of functional messages Reproduction in test system Solving of functional issues Search for SAP Notes Maintenance of solution database q þ þ á ñ 1!!yï ¥í p!è)Á‘‘`‘‘Î » ¾ ½ ¾ î ìë Ó Ê È ç ç É ê » é ˼ Ö ú Ë ¾ á á á p á Logging problems into ticket system Completing initial message information Problem solving Search for SAP Notes Search for solutions in solution database Categorization of messages p SAP Support Desk (Solution Manager) SAP Support Desk (Solution Manager) SAP Support Desk (Solution Manager) á ñ 16‘t¢q5„ö6¢ôÕç ÆR1±ã » ¾ ½ ¾ ï ùø ÷ë õ Ç ¾ ó » ¾ ò Ê ¾ Ç Step 1 Step 2 Step 3 Step 4 Step 5 Identify Identify Define Define error Define core process monitoring handling monitoring business steps objects procedures activities processes and and escainterfaces lation paths Telephone Email Support Line Feedback á á Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring n á o Solves Handling Problems Answers ‘How to‘-Questions á Ê ¾ ý ±Ö ôÏ ‘1‘`–Rº‘y(6)üû Ç Ç ¾ Ë È Ê Ì Ç Ç ¾ Ö¼ Ç É á á Ê ¾ Ç ã å ¾ Rb¢Æä á á á á á Face to face Telephone Ê ¾ Ç ã Í Ö "byRâ þ á á á á á á Providing expert knowledge concerning the business process Solving of complex customizing problems Search for SAP Notes 11-33 .6WHS E 'HILQH (VFDODWLRQ 3DWKV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement Problem occurs SAP Support Desk (Solution Manager) SAP Support Desk Ownership of technical messages (Solution Manager) Solving of technical issues Search for SAP Notes Implementation of SAPNet Notes Maintenance of solution database SAP Support Desk (Solution Manager) © SAP AG 2006 „ „ It is possible that the end user encounters an unknown error or that one support level encounters a problem which it can‘t solve. documented and the documentation should be centrally accessible. In that case each person involved needs to know whom to contact for help.

These activities tell all involved persons exactly how they have to participate in the Business Process Monitoring. Business Process Monitoring will be set up in the SAP Solution Manager for 1-2 core business processes. tools. Monitoring Checklists help the Monitoring Teams to keep track of their duties. „ „ © SAP AG SM100 C C 3 5 C A 777c £gvu 8 3 C A @ c "Q’˜¨I3 R 8 G • —©–gc ‡ C C 3 e G 8 ¨g7£U©w 8 3 Igc  9 4 "g££b¦£F2 ” ‡ 4 P A c P R e G C C 3 e G 8 S ¨7’£U£I3 D c 3 R A e G g"bEI£"@ ¢ £ D e 3 8 8 g¨i©G t s q E¨rp h 3 H P C C 3 R 8 G 8 IEE7¨b£'Ua8 3 D 4 S R G e D G Ug3 £T£¨©Q7c 2 “ † C A D P D C If’‘7U¨Yc 5 w e G  ˆ '‰h ‡ B£'2 ‡ D c 3 R A e G gIfEQ£"@ d H 4 £G Bc 5 ` G 8 S R P C @ U£TEQIEC † ¨s ` P C V QIW6 …   › œ ˜  œž  œ  !P‘©%)iš 9 4 I"@ 5 P 9 4 ""@ 5 P R P IYX  R S ‚ Q„ƒ¨gg'Q¡¦Ie ©w D C 3 A  3 8 € 5 ¢ £ H 4 D £G FEC 5 B7'@ 4 3 A     ©!œ ¨¦¤ § ¥ ›š ž Ÿ  š › Ÿ V''¡!Püÿ 9 £76 5 "'2 8 3 4 3 ™ 11-34 . As part of the SMO Service for Business Process Management. Business Process Monitoring can be set up in the SAP Solution Manager.6WHS D 'HILQH 0RQLWRULQJ $FWLYLWLHV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 'HWHUPLQH WKH PRQLWRULQJ DFWLYLWLHV IRU HDFK PRQLWRULQJ REMHFW Step 1 Step 2 Step 3 Step 4 Step 5 Identify Identify Define Define error Define core process monitoring handling monitoring business steps objects procedures activities processes and and escainterfaces lation paths „ . and precise error handling procedures. escalation paths and monitoring activities for each team of the Solution Support Organization. the monitoring activities can be defined. error handling procedures.H PRQLWRULQJ REMHFW WLPH IUHTXHQF\ WRRO LQGLFDWLRQ HUURU KDQGOLQJ SURFHGXUH HVFDODWLRQ SDWK › Ÿš       ™ P¥©¡')6$ œ%ž6˜`!6„ & œ   Ÿ ž ›š & ›  VV£`)( ž Ÿžž P%q$ › Ÿš     š & › P'©`£p% ž Ÿžž `„'`$ › Ÿš     `#6 ! ™ › ")` ž  ž Ÿ  Ÿ !!Ÿ  £ „ :KDW KDV WR EH PRQLWRUHG E\ ZKRP ZKHQ KRZ RIWHQ ZLWK ZKLFK WRRO ZKDW LV WKH HUURU LQGLFDWLRQ ZKDW LV WKH HUURU KDQGOLQJ SURFHGXUH DQG ZKR PXVW EH FRQWDFWHG LQ FDVH RI DQ XQNQRZQ HUURU" 'HGLFDWHG 0RQLWRULQJ &KHFNOLVWV IRU WKH 0RQLWRULQJ 7HDPV 0    1©' y rx © SAP AG 2006 „ With specified monitoring objects. For the business processes maintained in the SAP Solution Manager it is possible to define monitoring objects.

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com/BPM Perform Billing (VF04) Post Goods Issue Create Outbound Delivery (VL10A) Create Sales Order SM100 Perform Order Rescheduling (V_V2) Create Shipment (VT01N) In case of Discrepancies block Discrepancies on Bin in Storage Type 999 Confirm Picking TO with difference 11-40 . KPIs are dependant on the release of the ST-A/PI installed on the satellite system. throughputs etc. For ST-A/PI01I there are KPIs available in the areas • Sales and Services • Warehouse Management • Inventory Management • Logistics Execution • Procurement • Manufacturing • Plant Maintenance For detailed information about all available KPIs see http://service.3 bR 5 gQa„©Qs D c A 8 n G 3 S 9 ¨£¡D 3 H P 8 G D C 3 e c 3 8 3 • 5 IE¡©–¨Y7¨IUI—U• ©@ c bII–7bE’Q£G "Ivt 5 € e G D C @ 3 € e 4 n c @ 3 D C G E¨QQS C 3 A C 5 C @ G G H • G m G 77£7C „Q£I££Ig#Fl ” 3 bR ©rEg'¨#73 5 p 3 C c G S C H 4 5 £G IP v2 H G q D 5 q 3 A 2 £EF¨C £o¨v˜7c 5 4 4 uu H 5 3 S 9 D 3 H P 8 G D ¨£¡¦EQ¡'–¨C 3 e c 3 8 3 • 5 ¨7IUI–U• #@ c ¨IE7g¦I£—D 5 4 3 6 3 q € e G  3 fR YQ’'E£73 5 p 3 C c G S C H 4 5 £G "P v2 3 e c 3 8 3 • 5 77£¡£UU• ©@ q D5 y C x @ 3 R 5 • c G Eb—8 ‘’'7e p H 5 € 5 T7c ¨Qe ©w 3 bR 'rE’'E£¨3 5 p 3 C c G S C H 4 5 £G IP v2 ” 3 bR ‘’IiB©Qs 5 D c A 8 n G @ 3 D P 3 8 e C D c 3 R 5 q C • G m G ¨—7gUQfUgIfIS I£"Ig#l ” 3 bR 'r¨7©Q"73 5 p 3 C c G S C H 4 5 £G IP v2 g e ¦fd @ 3 D P 3 8 e C R 3 5 3 E7¨If¦Q—D T7c 5 4 @ c P C 8 3 @ 8 G D c 3 H 8 A • G m G ¨"bI"'#g"I—QI7£l j i k¦h Send Urgent Order ([DPSOH IRU $SSOLFDWLRQ 6SHFLILF 0RQLWRULQJ 2EMHFWV ² %XVLQHVV .sap.V Create Picking Transfer Order (TO) Confirm Picking TO (LT11) ” @ 3 R ¨b–8 5 g'¨¦C • c G e x p H 5 € 5 T7c ¨Qe ©w C x p H 5 € 5 w c 3 B7c ¨Ie 'oIES x @ 3 D P 3 8 e ¨—’¨IbC x p H 5 € 5 o¨c EIe 'w C 5 8 3 73 a"¨6 5 £QTEQ©Qn g©G 4 3 @ @ c A G D A c 3 S G • G m G "g'#I7£l @ 3 D P 3 8 e C 5 8 3 ¨U7gUQog3 iIE6 5 ""@ 4 3 @ c A G n D A G • G m G ¨I'¨‘’'#Ig#l © SAP AG „ „ „ © SAP AG 2006 The Business KPIs contain various application specific functionalities.3. In the above example all monitoring objects in boxes are Business KPIs. Purpose of these functionalities is to monitor business process specific backlogs.

the add-ons ST-PI and ST-A/PI have to be installed. © SAP AG SM100 11-41 . Business Process Monitoring in SAP Solution Manager is based on CCMS (transaction RZ20). On the satellite system. 67$3. 5)& 'HVWLQDWLRQ IRU 'DWD &ROOHFWLRQ 6DWHOOLWH 6\VWHP 673.7HFKQLFDO /DQGVFDSH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU 6$3 6ROXWLRQ 0DQDJHU 6\VWHP 67 676(5 67$3. ST-SER and ST-A/PI are relevant. This means that with the setup of the monitoring so-called monitoring tree elements (MTEs) will be created. Both the CCMS on the SAP Solution Manager system and the satellite system are used. 5)& 'HVWLQDWLRQ IRU GLDORJ ORJRQ WR VDWHOOLWH V\VWHP &&06 &&06 © SAP AG 2006 „ „ For Business Process Monitoring in SAP Solution Manager only the add-ons ST.

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These include • Dialog Performance Monitoring • Update Error Monitoring • Interface Monitoring • Other CCMS Monitoring © SAP AG SM100 Œ ‹ Š e z v  ƒ #rw#u#' ‰ ƒ x  z z ri#©y ¡rƒ v ")‘#„we x v h Œ ‹ Š ‰ rƒ £©y „ƒ x  z z v x v h i£f#vwe Œ ‹ Š Ž Ž Ž Ž ’ ¦e ’ be Œ ‹ Š e z v ‰ x ‡ #rf£u‘†#y Ž 11-42 . for some the central RZ20 on the SAP Solution Manager system is used. These include • Application monitors • Job monitoring • Document volume monitoring • Application log monitoring • Due list log monitoring „ „ Some monitoring functionalities use the CCMS of the satellite system. Most monitoring functionalities use the CCMS of the SAP Solution Manager system. depending on the monitoring object either in the CCMS of the Solution Manager system or the CCMS of the satellite system. ~ €'y ©£w|ax ¡Fi£wj  x ~ } j y { z z y x v ‰ y ˆ v ‡ v i F'©Fk€‰ƒ †#U„)‚„rj ‡ { x … z ƒ j g  © SAP AG 2006 „ For some monitoring objects the local RZ20 is used to collect the monitoring data. This means that during the activation of Business Process Monitoring MTEs will be created.

PSOHPHQWDWLRQ 3URMHFW 11-43 .3 5 G 6 ge 'E7c ‡ V 3 D P 3 §–77U8 h n G ¥ 8 G • D 8 4 ¤ 9 4 3 2 D 8 P ©a’©–£¡"3 fYgP "©F¡"UD  l t s q p c 5 D e P C c P D 8 G IE¨r)'G i’E¨g"8 Q'–• H7c 5a8©–D 5Qc'GfRf37e¨c"b—'—I"w G P R 8 G • 8 3 C 3 H P C C 3 g"7EEgfR 8 G 8 8 3 c 5 D P e ©—aI¦©G ‘’7"G 4 "P 4 4 5 8 3 D P R 8 G • H 5 8 G 5 c G "P iI–7b##afEc i©aD I©oR ¡ ~ x  Fi##y ¨‰€”r‘x ur€ – • ƒ ˆ ‡ { ‰ ƒ { ‡ ƒ } œ ”#Fu› ‚˜F#u€'F'#F˜€©#"uƒ fg { x ‡ y { ƒ x x ‡ y  y ˆ v ‡ v i ~ ~ y  ‰ Ÿ ~ ~ y ‡ { ~ …   ‰ ƒ œ ©£'¡u©¦f„˜™£© ”I'‘ww#©w#~ ~ y { x  v ‰ g x ~ y   y x  y – • ƒ ‰ y — "©iIr‰©€~ iFy FšQž v‘#£… x ‰ z v y {  ƒ x ~ Ž 8 3 @ "I8 x V C 4 §¨3 IP V 3 D P 3  ¦U7¨8 h h n G ¥ 8 G • D 8 4 ¤ c 5 D ©a’'—£¡"3 f)'G ‘7P 4 I7¨"P 4 3 e c 0RQLWRULQJ &RQILJXUDWLRQ ` 2 3 S 9  x E""p 8 G • H 5 8 G 5 c G R e G '—B¨c a'aD "©ffIF2 ‡ 3URFHVV 'HILQLWLRQ LQ 6ROXWLRQ 0DQDJHU • ¡  x y Fi©|£©©i‘Fi£U'£vy rš'"£u‘fg ~ y  v œ ‰ y x ‡ £ ¢ ~ — x j ~ ~ y  ƒ ‰ • ” ” ~ y  v œ ‰ y x ‡ { £"FaiFi©¡‚FFš#Fy ©™©£#u˜u‚ix › ‡ v ~ — x ~ ~ ~ y  ƒ ‰ — ƒ ~ x  y – • ƒ a£©iEw€¡”r‘x F‰“rˆ v©r ˆ ‡ { ‰ ƒ { ‡ ƒ  ‡ { ~ ~ • H G q c 5 D P "Qo©G ‘7ge 5 "£f¤ 4 S S © SAP AG © SAP AG 2006 $FWLYDWH 0RQLWRULQJ • 0RQLWRULQJ 6HWXS 6WUDWHJ\ 0DQXDO HQWU\ SM100 .

• Assign Monitoring Transactions and Set up Monitoring Tasks. Set up Automatic Emails and Service Desk Messages • Generate Monitoring Customizing • Generate Local RFC Destination and set Data Collector Frequencies • Activate Monitoring • • • • • • Observe Alerts Relative to the Business Process Check Detailed Alert Information and Check for Open Alerts Review Historic Alerts Analyze Problem in the Satellite System Create Service Desk Message Confirm Alerts for Solved Problems SM100 11-44 .6HWXS 3URFHGXUH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ WKH 6$3 6ROXWLRQ 0DQDJHU  C 4 "—7'2 5 P D 3 © SAP AG 2006 © SAP AG H 5 8 G 5 c G © 3 q D 3 C ¨c a©–D Q'Yb¨i¦E#t µ ’g1¡')W´ ³ W¸ ® WW‰± ³ Á ¾ ² · À ¿ · ³ ´ ¸ Solution Manager: • • ´ ³ ­ ­ ¯ « ´ ¸ ± ½ ¦¸ ”1¦¨r¦‰£"¼ 3 D P 5 D e —¨76 igr¤ Solution Manager: • ´ ³ ­ ­ ¯ « ´ ¸ ± ½ ¦¸ ”1¦¨r¦‰£"¼ 3 D P 8 3 c –7I7I3 ¨ ´ ³ ­ ­ ¯ « ¾ ® ¯ « ´ ¸ ± ½ W¸ ”11Q¦¦º W¨r¦‰£"¼ Solution Manager: • 8 3 H P c P © c I"QgIYf'G 5 gA 'G  gi¦c 5 D 4 3 q D H 5 8 G 5 c G © 3 e P • 8 3 D ¨c a'—D "©)o7¨—¡"—gc ‡ IFg3 S A D c 5 Satellite System  R 3 D C QU¨79  –D 5 4 £U7P  3 4 3 D H 5 8 G 5 c G © 3 e P • 8 3 D ¨c a'—D "©)o7¨—¡"—gc ‡ H 5 5 R G D C Ec 7ª „#–7gA h S A D IFg3  ´ ³ ­ ­ ¯ « ¾ ® ¯ « ´ ¸ ± ½ W¸ ”11Q¦¦º W¨r¦‰£"¼ Solution Manager: • C C 3 e G 8 w C C 3 5 C A u 3 D P 3 ’¨W£U'T7¨gc £gvo–77U8 H c 5 8 G 5 c G © S A D ¨¡a#aD I')oQF¨3  h Solution Manager: • ¬ ¦¸ ˜’¡· 'f1¸ ³ ’º WE« · ® µ ¯ ³ » ´ ® ¹ ¸ D c 3 c G S R gI7©QT£G 4 P 5 H G q 3 D P 3 h "’e ©£Eo—7¨8 h ¯ µ ´ ² ´ ® ³ ² ± †g§g§¯ ’´ ’‰‘W¯ §§7« ° ® ­ ¬ Solution Manager: • c ©G 5 gA ©G D 4  3 D P 3 –g¨8 h Solution Manager: • ´ ¯ ¯ · µ « ¯ µ ´ §’†7r†g¦² · gI¶ ® ´ 3 8 3 UI¨q … • Create Solution • Create Product. • Set up Automatic Emails and Service Desk Messages • Set up Interface Monitoring in the Satellite Systems • • • • Specify Interface Details Assign Monitoring Objects to the Interface Assign Analysis & Monitoring Tools and Set up Monitoring Tasks. Database and System • Create RFC Destinations and Maintain SAP Server Names • Create Logical Component • • • • • Assign Logical Components to Solution Create Contact Persons Choose Business Scenario Create Business Process and Business Process Steps Arrange Process Graphic and Create Process Flows • Define Solution Support Organization • Choose Business Process and Process Steps to be monitored • Define Monitoring Objects per Step Per Monitoring Object: • Provide technical Details and Threshold Values for the Alerts. Server.

6HWXS 3URFHGXUH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ &XVWRPL]LQJ 'HWDLOV SM100 11-45 . Therefore before focusing on the detailed monitoring functionalities. we focus on the procedure itself.y ˆ v ~ ~ y '©##€ku#Y‘£ uÄ f„„£F‘'y  Å ~ y h y { ‰ y j ‰ ƒ z { v  ‰ y — F#€} U£ †£‘v‘#u€©y †œ †F'‘‚› urF€©“™iuF©‰x y FšFuœ £ z z v { x v  ƒ x … v › { { x ƒ ‡ y • z … ƒ à ~ ƒ à  ~ ‰ …   ƒ ‰ z v ‡ v Ë ‡ 'rƒ †£i©F€Fuv–'i£v £'£y { x v x ‡ y  …  ƒ › Ê › y x z v  ~ y • #É'y F‰‘u‘'†™u#“y F#‘Qu”r‘x u‰€‰r‘™y FUu£‰'u"‘‰  z • ƒ ‰ — y à x ‡ v  ‰ y à  ¢ ˆ ‡ { ‰ ƒ { ‡ ƒ  ‰ ƒ œ z • { ~ ‡ ƒ — ~ y ~ ‚©“I¢ iFy FšFuFš'££‘‘'„uš©Èi“£#f£©ÇÆ { ƒ à  x ‰ z v ‡ v œ ƒ y ~ v  ‡ { y ‡ ƒ › y • ƒ x ~ v à x v à ~ y ˆ v ~ ~ y #F'##£˜F£)h  Å ~ y y { £ FÄ u‰‘FF|~ ¡u‘'š ˜©€uƒ ©F“y uv¡†#vƒ ‰ y j › ‡ v z { v  y { x v  x … v ‰ … ˆ { œ ‡ Ž ~ Å ~ v x Ev#a€'¡1v†x u‰€“v‰£fj ˆ ‡ { ‰ ƒ { ‡ ƒ  — … x y x y ‡ "©uv ”£U€¡'Fv ”Fi££F©„ƒ †x „v'€ƒ vrΩy '"©€#‘„˜x u„ ‰ x ‡ £ ‡ { z { ‰ y x v  z v ‡ { { › › v x ‰ ƒ  x ~ } ~ › y ‰ ƒ { ‡ ƒ ƒ x ‰ y ˆ v ‡ v i ivuu#©F„€wƒ †#¡‰)ÍBfÌu˜†™Qu¡—‰"©˜¡r|¡˜#fh ‡ { x … z ƒ j g  j  ƒ ‰ œ ~ Å ‡ { z x  y ‰ { › y ‡ { œ y ~ ‡ "wƒ ”£©##vi”“'U†r‘x w€“‰ˆ Fr { x  v ~ ‡ v ‰ x ˆ ‡ { ‰ ƒ { ‡ ƒ  ‡ { ~ ~ › y { v ‰ ©'~ ‘€'‰x y F|Fv y • ‰ z v ‡ › z … ƒ à ~ ¡rFF™u©‘Qu'‘„ƒ x F‰€‘'‚› v„'v™‰ƒ ”##©#uv †™v uš¨rˆ fd ‡ y à  ¢ › y ‰ { ‡ ƒ  y • z … ƒ à ~ ‡ { x  v ~ ‡ ‰ x à { à  ¡ ¡ ~ x ‰ –˜Fy F™'†v„˜™©©¡F'Ä z v y à x ‰ ƒ œ ~ y … z v › ru"˜u†“‘~ ‘#'£F£ vuF'i˜u› u‘fg z ƒ à ~ y ‰ à x › ‡ v z { v x y › z v { ‡ à  y x y { Ä ƒ ‰ Ñ x  y – • Ð 1"#‘E˜'¡1„˜x u„˜wF„g ˆ ‡ { ‰ ƒ { ‡ ƒ i ‰ y — y x j uiw|©#"uƒ fg ~ ~ y  ‰ — uy £“#"£v‘u©£'¡u#vwF©— x ~ ~ ~ y  ƒ ‰ — ~ ~ y ‡ { ~ … • ‰ y › y ~ … ©©'‘'‚› urF™} x F©rƒ ”£#„˜“F”r‘x F‰€“F ‘k'Fu©Ã y • z … ƒ à ~ { z v ‡ { x  ‡ … œ ˆ ‡ { ‰ ƒ { ‡ ƒ  à { à  y ~ ƒ ƒ Ž ~ ~ y ‡ { ~ …   ‰ y — ©£©u#bfF©Í–#©iE™€”„˜x urk‘¡”"fh ~ x  y – • Ð ˆ ‡ { ‰ ƒ { ‡ ƒ i y ‡ { œ y › y ‰ ƒ { ‡ ƒ 'ir‘x uw€š'‚˜|#uiw|©#"uƒ fg  y • ƒ x ~ — y x j ~ ~ y  ‰ ~ ~ y ‡ { ~ …   ##©u©b©F‘££#u‘f€'£©u#b#Fu©Ã › ‡ v ~ ~ y  ƒ ‰ g ~ ~ y ‡ { ~ …   y ~ ƒ ƒ Ž Ë z ‡ ƒ #} u„“'©F†uu— y ~ ƒ — ‰ … ‡ „ƒ †£i©u‘FFvrrƒ U‘~ F©È'€Ï'£y |„ˆ v#"#'€©©y ˜¡˜#fh { x v x ‡ y  …  ƒ › ‰ œ Ê ‰ y •  y   v x ‡ { ~ ~ v ¢ ~  v x y ‡ { œ y ‡ ‰ƒ §£Qž uv'˜˜rir©vub|rƒ †#U„)™¡”"fh { x v { ‡ v ˆ ‰ Ð x ‰ ƒ — — … j ‡ { x … z ƒ j y ‡ { œ y © SAP AG „ © SAP AG 2006 6WHS LQ 5RDGPDS The general procedure how to set up monitoring customizing does not depend on the monitoring types used.

You will get a certification screen that requires you to enter your user credentials. Monitoring customizing for all business processes is maintained in this one session. The node description area contains a lot of detailed information about what has to be maintained to what purpose in the area for data entry and should always be your first point for consultation in case of questions and problems. This user registration is for documentation purposes only. No cross-checking takes place at this stage. © SAP AG SM100 11-46 . On the right hand side you have two areas: The node description area and the area for data entry. „ In the 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session you have a session tree on the left hand side. „ There is one 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session per solution. The 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session is available as soon as a logical component with a productive system has been assigned to the solution.:KHUH WR VHW XS 0RQLWRULQJ &XVWRPL]LQJ 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ 0RQLWRULQJ &XVWRPL]LQJ LV VHW XS LQ WKH 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ LQ DUHD 2SHUDWLRQV 6HWXS  6ROXWLRQ 0RQLWRULQJ  %XVLQHVV 3URFHVV 0RQLWRULQJ © SAP AG 2006 „ Each user has to register before entering the 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session for the first time.

Set up Automatic Emails and Service Desk Messages • Generate Monitoring Customizing • Generate Local RFC Destination and set Data Collector Frequencies • Activate Monitoring • • • • • • Observe Alerts Relative to the Business Process Check Detailed Alert Information and Check for Open Alerts Review Historic Alerts Analyze Problem in the Satellite System Create Service Desk Message Confirm Alerts for Solved Problems SM100 11-47 . • Set up Automatic Emails and Service Desk Messages • Set up Interface Monitoring in the Satellite Systems • • • • Specify Interface Details Assign Monitoring Objects to the Interface Assign Analysis & Monitoring Tools and Set up Monitoring Tasks.6HWXS 3URFHGXUH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU  C 4 "—7'2 5 P D 3 © SAP AG 2006 © SAP AG H 5 8 G 5 c G © 3 q D 3 C ¨c a'—D I')og‘YQ©t µ ’7”¡'r¦´ ³ ’¸ ® ’¦w± ³ Á ¾ ² · À ¿ · ³ ´ ¸ Solution Manager: • • ´ ³ ­ ­ ¯ « ´ ¸ ± ½ W¸ 1”¦EY¦w"£¼ 3 D P 5 D e U7E6 ‘g„¤ Solution Manager: • ´ ³ ­ ­ ¯ « ´ ¸ ± ½ W¸ 1”¦EY¦w"£¼ Ô Ö Õ Ó Ô Ü Ô U7"7"wç ´ ³ ­ ­ ¯ « ¾ ® ¯ « ´ ¸ ± ½ ’¸ 1”¦¨b§º WEY¦w"£¼ Solution Manager: • â Û Ó Ø Û Ü Ø á Ô à Õ ß Ó Ô Ö Þ Ý Ú Ö Ô 7Ü a©–Ö Q'Yb7QUI—gÜ o"'¨©× Ó Ô â Õ Ü Õ á Ü Û Ö Ù Ø × Ô "IE7"fB©Ø ‘’Ú ''¦7æ YÜ Û Ö å Ô Ö ä ã × Ô Q–7¨£¦—Ö Û Ù I—¨©rÜ Û Ù Ô Ö Õ × Satellite System â Û Ó Ø Û Ü Ø á Ô à Õ ß Ó Ô Ö Þ Ý Ú Ö Ô 7Ü a©–Ö Q'Yb7QUI—gÜ o"'¨©× â Û Ó Ø Û Ü Ø á Ý Ú Ö Ô 7Ü a'–Ö "#YoI7©× â Û Û å Ø Ö ä Ú 7Ü ¨è T£–E’‰Ò ´ ³ ­ ­ ¯ « ¾ ® ¯ « ´ ¸ ± ½ ’¸ 1”¦¨b§º WEY¦w"£¼ Solution Manager: • C C 3 e G 8 w C C 3 5 C A u 3 D P 3 g7g"'„¨g¨c £gvTU7¨8 h Solution Manager: • ¬ W¸ †W¡· ©f§¸ ³ ’º WQ« · ® µ ¯ ³ » ´ ® ¹ ¸ D c 3 c G S R g"7#Q„#G 4 P 5 H G q 3 D P 3 h "’e '"Qo—g¨8 h ¯ µ ´ ² ´ ® ³ ² ± ˜7171¯ W´ ¦‰€¦¯ ”§7« ° ® ­ ¬ Solution Manager: • Ü 'Ø Û gÚ ©'bU7E¡wÒ Ö Ù Ø × Ô Ö Õ Ô Ó Solution Manager: • ´ ¯ ¯ · µ « ¯ µ ´ ¦W¡†¨r˜g¦² · g"¶ ® ´ 3 8 3 ¡£gq … • Create Solution • Create Product. Server. • Assign Monitoring Transactions and Set up Monitoring Tasks. Database and System • Create RFC Destinations and Maintain SAP Server Names • Create Logical Component • • • • • Assign Logical Components to Solution Create Contact Persons Choose Business Scenario Create Business Process and Business Process Steps Arrange Process Graphic and Create Process Flows • Define Solution Support Organization • Choose Business Process and Process Steps to be monitored • Define Monitoring Objects per Step Per Monitoring Object: • Provide technical Details and Threshold Values for the Alerts.

Changes to the monitoring customizing that have not been generated are not considered when activating. © SAP AG é é é é é é é Ô Ö Õ Û Ö —7¨ë ‘’à ê 1R LQIRUPDWLRQ LV WUDQVIHUUHG WR &&06 DW WKLV SRLQW &XVWRPL]LQJ FDQ RQO\ JHQHUDWHG IRU EXVLQHVV SURFHVVHV PDUNHG DV SURGXFWLYH :KHQ \RX HQWHU WKH SDUW ³2SHUDWLRQV´ RI \RXU VROXWLRQ DIWHU JHQHUDWLQJ PRQLWRULQJ FXVWRPL]LQJ IRU WKH ILUVW WLPH D %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ LV FUHDWHG IRU WKH UHVSHFWLYH EXVLQHVV SURFHVV 7KHUH LV RQH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ SHU EXVLQHVV SURFHVV 7KH PRVW FXUUHQW JHQHUDWHG FXVWRPL]LQJ LV FRQVLGHUHG IRU WKH DFWLYDWLRQ 07(V DUH FUHDWHG LQ &&06 ZLWK WKH $FWLYDWLRQ SM100 11-48 .*HQHUDWH &XVWRPL]LQJ DQG $FWLYDWH 6WHS LQ 5RDGPDS Ô Ö Õ Ó Ô Ü Ô —g"7"wç 'HWDLOV 0RQLWRULQJ &XVWRPL]LQJ LV JHQHUDWHG IRU HDFK EXVLQHVV SURFHVV LQGLYLGXDOO\ 0RQLWRULQJ &XVWRPL]LQJ LV ZULWWHQ LQWR LQWHUQDO WDEOHV é © SAP AG 2006 „ „ From a technical point of view is the monitoring customizing considered as master data. Thus a change management for productive Business Process Monitoring is supported by the 2-step strategy for activation. Thus. the customizing can NOT be transported between different SAP Solution Manager systems.

one for each business process that is monitored.:KHUH WR DFWLYDWH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ . „ While there is one 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ that includes all business processes there are several %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQV. This session is available in the SAP Solution Manager only after the Customizing for the setup of the Business Process Monitoring has been generated. © SAP AG SM100 11-49 .Q DUHD 2SHUDWLRQV FKRRVH µ6ROXWLRQ 0RQLWRULQJ  %XVLQHVV 3URFHVV 0RQLWRULQJ DQG FOLFN RQ WKH DOHUW LFRQ IRU WKH HQWLUH EXVLQHVV SURFHVV WR QDYLJDWH WR WKH PRQLWRULQJ VHVVLRQ © SAP AG 2006 „ The Business Process Monitoring is activated in the %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ.

Database and System • Create RFC Destinations and Maintain SAP Server Names • Create Logical Component • • • • • Assign Logical Components to Solution Create Contact Persons Choose Business Scenario Create Business Process and Business Process Steps Arrange Process Graphic and Create Process Flows • Define Solution Support Organization • Choose Business Process and Process Steps to be monitored • Define Monitoring Objects per Step Per Monitoring Object: • Provide technical Details and Threshold Values for the Alerts. Server. • Assign Monitoring Transactions and Set up Monitoring Tasks. • Set up Automatic Emails and Service Desk Messages • Set up Interface Monitoring in the Satellite Systems • • • • Specify Interface Details Assign Monitoring Objects to the Interface Assign Analysis & Monitoring Tools and Set up Monitoring Tasks.6HWXS 3URFHGXUH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU  ä Ù "—7'í Û Õ Ö Ô © SAP AG 2006 © SAP AG â Û Ó Ø Û Ü Ø á Ô æ Ö Ô ¨Ü a'—Ö I')og‘YQä ñ µ ’7”¡'r¦´ ³ ’¸ ® ’¦w± ³ Á ¾ ² · À ¿ · ³ ´ ¸ Solution Manager: • • ´ ³ ­ ­ ¯ « ´ ¸ ± ½ W¸ 1”¦EY¦w"£¼ Ô Ö Õ Û Ö –7¨ë ‘’à ê Solution Manager: • ´ ³ ­ ­ ¯ « ´ ¸ ± ½ W¸ 1”¦EY¦w"£¼ Ô Ö Õ Ó Ô Ü Ô –7"7"‰ç ´ ³ ­ ­ ¯ « ¾ ® ¯ « ´ ¸ ± ½ ’¸ 1”¦¨b§º WEY¦w"£¼ Solution Manager: • â Û Ó Ø Û Ü Ø á Ô à Õ ß Ó Ô Ö Þ Ý Ú Ö Ô 7Ü a©–Ö Q'Yb7QUI—gÜ o"'¨©× Ó Ô â Õ Ü Õ á Ü Û Ö Ù Ø × Ô "IE7"fB©Ø ‘’Ú ''¦7æ YÜ Û Ö å Ô Ö ä ã × Ô Q–7¨£¦—Ö Û Ù I—¨©rÜ Û Ù Ô Ö Õ × Satellite System â Û Ó Ø Û Ü Ø á Ô à Õ ß Ó Ô Ö Þ Ý Ú Ö Ô 7Ü a©–Ö Q'Yb7QUI—gÜ o"'¨©× â Û Û å Ø Ö ä Ú 7Ü ¨è T£–E’‰Ò ´ ³ ­ ­ ¯ « ¾ ® ¯ « ´ ¸ ± ½ ’¸ 1”¦¨b§º WEY¦w"£¼ Solution Manager: • ä ä Ô à Ø Ó ð ä ä Ô Û ä Ú ï Ô Ö Õ Ô Ó g7g"'„¨g¨Ü £gvTU7¨‰Ò Solution Manager: • ¬ W¸ †W¡· ©f§¸ ³ ’º WQ« · ® µ ¯ ³ » ´ ® ¹ ¸ Ö Ü Ô Ü Ø Ý å Ø Ò Ù Õ Û â Ø î Ô Ö Õ Ô Ó g"7#Q„#u’"’à '"Qo—g¨‰Ò â Û Ó Ø Û Ü Ø á Ý Ú Ö Ô 7Ü a'–Ö "#YoI7©× ¯ µ ´ ² ´ ® ³ ² ± ˜7171¯ W´ ¦‰€¦¯ ”§7« ° ® ­ ¬ Solution Manager: • Ü 'Ø Û gÚ ©'bU7E¡wÒ Ö Ù Ø × Ô Ö Õ Ô Ó Solution Manager: • ´ ¯ ¯ · µ « ¯ µ ´ ¦W¡†¨r˜g¦² · g"¶ ® ´ Ô Ó Ô ¡£gæ ì • Create Solution • Create Product. Set up Automatic Emails and Service Desk Messages • Generate Monitoring Customizing • Generate Local RFC Destination and set Data Collector Frequencies • Activate Monitoring • • • • • • Observe Alerts Relative to the Business Process Check Detailed Alert Information and Check for Open Alerts Review Historic Alerts Analyze Problem in the Satellite System Create Service Desk Message Confirm Alerts for Solved Problems SM100 11-50 .

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The main monitoring graphic shows the overall status of the entire solution – containing the hardware. the process description has been supplied in an implementation project ) you can use this process description as a basis for setting up Business Process Monitoring.e. There is no need for him to constantly check the monitoring graphic in the solution manager to see if there is a problem. the software components and the business processes. • The “real-time” monitoring functionalities of Solution Manager are integrated with each other. © SAP AG SM100 11-51 . • In case of alerts. &RQILUPDWLRQ RI DOHUWV WKDW KDYH EHHQ VROYHG © SAP AG 2006 „ Business Process Monitoring in SAP Solution Manager is integrated in several ways: • If a business process has been implemented using SAP Solution Manager (i. the monitoring employee can be notified via an automatic email.

This way. You can define links to any transaction in the monitored system. „ „ „ © SAP AG SM100 11-52 . You can report over how many alerts have occurred and how many alerts have been solved in the reporting time span. For instance. the monitoring employee can access these systems for a problem analysis directly from Solution Manager. This way. You can also define hyperlinks to access any kind of web site (for instance containing further business process information or error handling procedures). This service desk message can then be used to report the problem to the next support level. The alerts of Business process Monitoring are integrated into the Service Level Reporting of SAP Solution Manager. You can define how many alerts for one monitoring object should raise a message. what he has to do in case of problems and whom he should contact if he can’t solve the problem. the monitoring employee always knows what his responsibilities are. you can define that only after a certain background job has been cancelled 4 times. a service desk message should be created.)XQFWLRQDOLWLHV IRU %XVLQHVV 3URFHVV 0RQLWRULQJ  „ 0DQXDO DQG DXWRPDWLF VHUYLFH GHVN PHVVDJHV IRU DOHUWV GLUHFW OLQN IURP WKH DOHUW KLVWRU\ RYHUYLHZ WR WKH VHUYLFH GHVN PHVVDJH „ 'LUHFW OLQN WR WUDQVDFWLRQV LQ WKH UHVSHFWLYH VDWHOOLWH V\VWHP WR DQDO\]H SUREOHP IXUWKHU 'LUHFW /LQN WR 85/V FRQWDLQLQJ KHOS PDQXDOV RUJDQL]DWLRQ FKDUWV RSHUDWLRQV KDQGERRNV HWF „ 7LJKWO\ LQWHJUDWHG LQWR VROXWLRQ VXSSRUW RUJDQL]DWLRQ E\ GRFXPHQWHG PRQLWRULQJ WDVNV DQG UHVSRQVLELOLWLHV „ 2SHQ&RQILUPHG DOHUWV LQWHJUDWHG LQWR 6HUYLFH /HYHO 5HSRUWLQJ © SAP AG 2006 „ Notification can also take place via automatic Service Desk messages in case of alerts. You can define monitoring tasks within SAP Solution Manager.

$OHUW +LHUDUFK\ 0RQLWRULQJ LQ WKH 6$3 6ROXWLRQ 0DQDJHU LV UHDOL]HG YLD WKH GLVSOD\ RI DOHUWV 7KH IROORZLQJ DOHUWV DUH SRVVLEOH KLJK $OHUW 9HU\ FULWLFDO VLWXDWLRQ 6WDWXV QRW GHILQHG &ULWLFDO VLWXDWLRQ :DUQLQJ &KHFNLQJ QHFHVVDU\ 2ND\ $FWLRQ UHTXLUHG $FWLRQ UHTXLUHG $QDO\VLV UHFRPPHQGHG 1R DFWLRQ UHTXLUHG $OHUWV DUH XVXDOO\ FDOOHG E\ WKHLU FRORU LH JUHHQ \HOORZ JUD\ RU UHG DOHUW © SAP AG 2006 „ „ The alert definition inside the SAP Solution Manager is valid for all monitoring types. The rating enables focusing on critical systems. Observe that a grey alert has a higher priority than a yellow alert! © SAP AG 3ULRULW\ ORZ SM100 11-53 . meaning that an area containing green and yellow alerts will display a yellow summarization alert. significant business processes. The alerts in the table are sorted by descending priority. major process steps and interfaces.

Then. the support employee can check the alert in SAP Solution Manager. © SAP AG SM100 ô ü iFý F“F€ û ÷ ÿ ÷ ô ü iFý F|F÷ û ÷ ÿ 11-54 .1RWLILFDWLRQ LQ &DVH RI $OHUW   ÿø ôü õ þ ýü ý   ÷ ¨ ¨ ý ”ir©u‘‘¡©©‘ö  ¨ ý ¦ ý ùø ¤ü ý ¢ ø ô ÷ ö ô ó ©f§"¡u¥Ff£ù ˜#€võ £„ò   ÿø ô ü õ þ ý ü ûø ÷ ö ú ø ô ÷ ö õô ó ¡¡†‘r©F˜£F€‰‘ù ”"Ívi£kò © SAP AG 2006 6XSSRUW (PSOR\HH „ The support employee can be notified of automatically if an alert in the business process has occurred.

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This is a continuously growing (because new monitoring functionalities are continuously developed) PDF document. The roadmap details the methods used to set up Business Process Monitoring. linked by hyperlinks to allow better navigation. In Quicklink /BPM the starting documentation is the Business Process Monitoring – Setup Roadmap. All other monitoring functionalities are covered in detail in the “Application Monitoring . „ „ © SAP AG   ÿø ü ø ÿ õ ' ¨ ¨ ý ù õ ü & ¨ ¨ ý ÿø ¨ ó 1„õ ô v„™§©©#˜w'F©¦$ 4 " õ þ ó ô ý ¨ ý  ô   ÿø ü ó  ü ý   ÷ ÿ ÷ ' ÿ ø ô óû õ ¢ & ò ¢ ÿø ýô ÷ ø ¤ ÷ ÿ 3šv†£1©2“¡¡1Fr8F¡©F„§‰õ ˜£wY7w6—‘i#F  v©©õ ô #v©Fõ 5 õ  þ ÷ ö  ÷ „ %XVLQHVV 3URFHVV 0RQLWRULQJ ± 6HWXS 5RDGPDS   ÿø ü ø ÿ õ ' ¨ ¨ ý ù õ ü & ¨ ¨ ý ÿø ¨ ó 1„õ ô v„™§©©#˜w'F©¦$ " õ ¨ ø øû ÷ ÿ ø ô ù ÿ ó " ü õ ø ÿ õ ' ÿ ø ô ÷ øû þ þ ò ý  ô þ ó ô ý ¨ õ ¡“©ý ”ô F#‰õ †##u§3r‘ô r˜§‰õ †##ù Fvk˜©2™uf"#‘ô §rõ ”"‘#'u)¦  õ  ÿ ø ô ÷ ô ÿ ý ö ó ù õ „ ³$SSOLFDWLRQ 0RQLWRULQJ ± 6HWXS *XLGH´ þ ó ô ý ¨ „w#©1ý F‰F©krõ ”£„Y0f)¡‚¡”„˜ô urk(£F˜w& ü ÷ ü ý   ÷ ÿ ÷ ' ÿ ø ô ó û õ ¢ & ò ¢ ÿø   ÿø ü õ ø ÿ õ ' ¨ ¨ ý ù õ ü ¨ ¨ ý ÿø ¨ ó $ " õ ¨ ø øû ÷ ÿ ø ô ù ÿ ó " ¨ ó ø ü ÷ ¤ ý  ©©¡v©b%¡šý †ô UF#rõ †"F†#rõ 1F©£'!ô ¡©võ ”£i#u‘uuý ¡Fi£f¦  õ  ÿ ø ô ÷ ô ÿ ý ö ó ù õ   ûø ÷ô ý „ ³%XVLQHVV 3URFHVV 0RQLWRULQJ ± 6HWXS *XLGH´ SM100 11-56 . It consists of about 40 MS PowerPoint Slides.PSRUWDQW GRFXPHQWV LQFOXGH © SAP AG 2006 „ „ There is a lot information available in the SAP Service Marketplace and in SAP Help on how to set up Business Process Monitoring in SAP Solution Manager. For the technical details about the various monitoring functionalities or the technical prerequisites for Business Process Monitoring you have to consult the “Business Process Monitoring – Setup Guide”.)XUWKHU .QIRUPDWLRQ DERXW %XVLQHVV 3URFHVV 0RQLWRULQJ 'RFXPHQWDWLRQ LV DYDLODEOH LQ TXLFNOLQN %30 LQ WKH 6$3 6HUYLFH 0DUNHWSODFH VHUYLFHVDSFRPESP . covering all major monitoring functionalities in detail. This is a 80 page PDF document. detailing which tasks have to be executed in which order and in which part of SAP Solution Manager. detailing all of the application specific monitoring functionalities in Business Process Monitoring.Setup Guide”.

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average number of line items per document) • Time restrictions.%XVLQHVV 3URFHVV ([DPSOH . about 1000 sales orders with in average of 3 items per sales order are created per day.. Vertex) • Interface to external credit card software Create Sales Order • Execution mode(s) • Document volume (average number of documents.QWHUQHW 6DOHV  ¢ ' ½¼ • Interface to CRM or SRM System • Interface to external tax calculation software (e. the sales order that was created on the CRM system is sent via an IDOC interface to the SAP R/3 system.g. There a respective sales order is created during the business process step “ Create Sales Order” . peak time windows • Dialog transaction (VA01) • Background job (RBDAPP01) • ALE / EDI (IDocs) • Batch input • Direct input • Tele sales or rush orders (delivery is created in combination with the • Custom transaction or program sales order)? © SAP AG 2006 „ „ For each business process step you need to gather the generic and application specific information. © SAP AG SM100 ‰¥„ ™ ˜ ‡ ¦ev¤Ž ‰ ‡ † ™—„ ‡Œ • £ ™ ’  ¢ Š”œpp TŠ– ”œ† v  ¡ Å œg g g ÂÀ X ÆT¨  g ¿ “§ ª Á À Ä Â ¾ †Ã 1h « © Â Ä Â Á¨ À¿¨ œ†Ã ¾ I©eEv© ¾ ‰‡ “ … Ÿ – ’Œ‘ † ‡ › Š ‚•… ž†”œš »¹—³´ºeW ¹·!¦´ ´ˆŠ° ¯ ·¶ ¸ ¶µµ ³²± ¨†© h ¨¤­ © ¬†ª˜© X œp8§ « ª ©¨ ® Iƒ 4 0r¢ & ò © »Ô¶× º¸·Ö ± Ð¶Õ º ž¹!”e¹ÑŠˆ¹g žˆ¦° ¯ g © Âà g À Î È X  ¨ h •© X ”T8§ ¾ ª ª ©¨ »Ô¶Ê º¸Ð¶Ó º Òµ ³ ¹¹—œ¥¦¹—Šv¦ Ñ ¯Ð Ï v© ÂÎ Æ© X œp8§ ¨ ¬ © Í ª ©¨ É W »ÌË¶Ê ”W ŠW !ž—” ¯º W È h À X À ¾ À Ç ¨ ¨ v© h ¤­ W – ’Œ ™ ˜„ …— –• “ ‡ ’ ‘  ‡ … I”‚IvUˆE7”E„ †vŽ © v¤© X œp8§ ¬ ª « ª ©¨  ‡Œ ‹ ‰ ‰ ‡ † …„ †p‚ˆŠˆ†U©ƒ ' 4 … 11-68 . for the US and Canada. In our example. Normally. using either dialog transaction VA01 or program RBDAPP01 as a background job.

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This is only possible if there is a production system assigned to the logical components the business process is using.&UHDWH %XVLQHVV 3URFHVV )RU HDFK EXVLQHVV VFHQDULR FUHDWH WKH UHVSHFWLYH EXVLQHVV SURFHVVHV &KRRVH VROXWLRQ QDPH!  %XVLQHVV 6FHQDULRV  VFHQDULR QDPH!  %XVLQHVV 3URFHVVHV LQ WKH WUHH DQG FUHDWH WKH EXVLQHVV SURFHVVHV LQ WDE ³6WUXFWXUH´ 6HW VWDWXV WR ³3URGXFWLRQ´ &UHDWH EXVLQHVV SURFHVVHV © SAP AG 2006 „ Set the status for the business process to “ Production” if you want to monitor the business process. © SAP AG SM100 11-71 .

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which transaction) in the nodes for the respective business process steps. In order to set up Business Process Monitoring in the SAP Solution Manager you do not have to specify this information here.&UHDWH %XVLQHVV 3URFHVV 6WHSV )RU HDFK EXVLQHVV SURFHVV FUHDWH WKH UHVSHFWLYH EXVLQHVV SURFHVV VWHSV DQG GHILQH RQ ZKDW ORJLFDO FRPSRQHQW WKH VWHS LV VXSSRVHG WR UXQ &KRRVH VROXWLRQ QDPH!  %XVLQHVV 6FHQDULRV  VFHQDULR QDPH!  %XVLQHVV 3URFHVVHV  SURFHVV QDPH! LQ WKH WUHH DQG FUHDWH WKH VWHSV LQ WDE ³6WUXFWXUH´ &UHDWH EXVLQHVV SURFHVV VWHSV $VVLJQ ORJLFDO FRPSRQHQW YLD YDOXH KHOS © SAP AG 2006 „ You can also assign processing types for the business process steps at this point. © SAP AG SM100 11-73 . This information can you specify even more in detail (which program.

Synchronous line: Line leaves the box through one of the sides.Q WKH VDPH QRGH ZKHUH WKH EXVLQHVV SURFHVV VWHSV DUH FUHDWHG \RX FDQ GRFXPHQW WKH IORZ DQG FKDQJH WKH JUDSKLFDO OD\RXW RI WKH EXVLQHVV SURFHVV &KRRVH WDE ³*UDSKLF´ 5LJKW PRXVH FOLFN RQ WKH SUHFHGLQJ VWHS &KDQJH JUDSKLFDO OD\RXW YLD GUDJ GURS © SAP AG 2006 „ „ Asynchronous line: Line leaves the box through the top or bottom of the box. © SAP AG SM100 11-74 .$UUDQJH 3URFHVV *UDSKLF DQG &UHDWH 3URFHVV )ORZV .

© SAP AG SM100 11-75 .Q QRGH EXVLQHVV SURFHVV VWHS! LQ WDE 7UDQVDFWLRQV \RX FDQ DVVLJQ SURFHVVLQJ LQIRUPDWLRQ IRU WKH UHVSHFWLYH EXVLQHVV SURFHVV VWHS 7KLV LQFOXGHV UHSRUWV WUDQVDFWLRQV 85/V HWF © SAP AG 2006 „ You can use the information you have entered here later on as basis for Business Process Monitoring or Service Level Reporting in SAP Solution Manager.6SHFLI\ 3URFHVVLQJ 'HWDLOV .

$SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 © SAP AG SM100 11-76 .

'HILQH 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ 7KH 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ LV GHILQHG LQ QRGH 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ DQG WKH VXEQRGHV FUHDWHG IRU HDFK PRQLWRULQJ WHDP LQ WKH VHVVLRQ WUHH SM100 6SHFLI\ WKH PRQLWRULQJ WHDPV ZKLFK WDNH SDUW LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ FRQFHSW 11-77 .êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù © SAP AG „ © SAP AG 2006 In order to later on assign persons to certain monitoring tasks you have to group these persons into teams first. You can create as many teams as you wish.

In order to create new members of the support organization you have to go to the Solution Landscape Maintenance in the Operations Setup area of the SAP Solution Manager. „ © SAP AG SM100 11-78 . Observe that team members can only be assigned via the value help.$VVLJQ 0HPEHUV WR 6XSSRUW 7HDP 0HPEHUV IRU WKH WHDPV DQG WKH PRQLWRULQJ UROHV IRU WKH WHDPV DUH GHILQHG LQ QRGH µ7HDP PRQLWRULQJ WHDP QDPH!¶ . For each team you can assign monitoring roles. All of this is for documentation purpose only.Q WDE µ7HDP 0HPEHUV¶ DVVLJQ PHPEHUV WR WKH PRQLWRULQJ WHDP YLD WKH YDOXH KHOS .Q WDE µ0RQLWRULQJ 5ROHV¶ VSHFLI\ WKH UROHV RI HDFK PRQLWRULQJ WHDP © SAP AG 2006 „ „ For the newly created teams you can assign team members. This is covered in Level 1 of the E2E Training.

For each of the business processes maintained in the solution landscape you now have to specify if they or parts of them should be monitored. So if you see this flag. SM100 11-79 . If the flag 3ODQQHG for the business process is set this means that you can set up the monitoring customizing but you will not be able to really activate the monitoring to get alerts. Details for this can be found in the 1st level of the E2E training.Q QRGH %XVLQHVV 3URFHVVHV FKRRVH ZKLFK RI WKH EXVLQHVV SURFHVVHV GRFXPHQWHG IRU WKH VROXWLRQ VKRXOG EH PRQLWRUHG © SAP AG 2006 „ „ © SAP AG êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù )ODJ µ0RQLWRULQJ IRU WKH EXVLQHVV SURFHVVHV \RX ZDQW WR PRQLWRU The business scenario has to be in status 3URGXFWLRQ before you can activate the monitoring for a process. go back to the 6ROXWLRQ /DQGVFDSH 0DLQWHQDQFH and change the settings for the business scenario.&KRRVH %XVLQHVV 3URFHVV WR EH 0RQLWRUHG .

When you save.&KRRVH %XVLQHVV 3URFHVV 6WHSV WR EH 0RQLWRUHG )RU HDFK EXVLQHVV SURFHVV \RX FDQ QRZ FKRRVH ZKLFK EXVLQHVV SURFHVV VWHSV DUH VXSSRVHG WR EH PRQLWRUHG &KRRVH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH! LQ WKH VHVVLRQ WUHH DQG PDUN WKH VWHSV LQ WDE ³6WHSV RI %XVLQHVV 3URFHVV´ &KRRVH WKH EXVLQHVV SURFHVV VWHSV WR EH PRQLWRUHG &OLHQW LQIRUPDWLRQ © SAP AG 2006 „ You can choose any number of business process steps to be monitored. „ Node %30RQ SURFHVV QDPH! contains also a tab where you can document the restart procedure for the business process. © SAP AG SM100 11-80 . sub-nodes for the selected business process steps as well as for the maintenance of interfaces are created within the session.

'! ZKLFK DUHDV VKRXOG EH PRQLWRUHG WR HQVXUH WKH VPRRWK UXQQLQJ RI WKH EXVLQHVV SURFHVV © SAP AG 2006 „ „ „ © SAP AG êÙåæêê !ÑÑ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û ¦2€2í ´ô ѐ€Ñ¦3 ßê ¦æ ð Ù í E!æ ð Þ ¦¦3Ù ”å E¦ˆÞ è Ûá á à æ ã à ÛÚ Ü êöê á å ã ÛÜ âà áÙ ¹´2æ 8Ñ ÛÜ ”Þ á ˆÞ 𠝔!œÝ ê Ü Ûá í æ ê Ü æã Ñ”Þ E!ÑѦÑEEá å Ûã Û Ü Ü Û ê ê ¦Ü E”Þ á ŠÞ ð ”å ´Ñ õ ê á ´Ù ÑÙ é á ã ßæ ãœÞ !¦à ´¦î ˆÞ é 2Ù ã é €¦´æ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ŠÜ é !Ù 3Šî Þ œì óá í Ùò å Ûã Û Ü Þ ñ ã Ù U!!p¥ï ä Ü E”Þ á ŠŠ¡”´Šì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù &KRRVH WKH PRQLWRULQJ W\SHV UHOHYDQW IRU WKH EXVLQHVV SURFHVV VWHS The monitoring type can contain more than one monitoring functionality. the respective sub-nodes are created for the selected monitoring types. When saving.).'HILQH 0RQLWRULQJ 2EMHFWV SHU %XVLQHVV 3URFHVV 6WHS &KRRVH IRU HDFK EXVLQHVV SURFHVV VWHS LQ QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH! 6. APO Demand Planning log monitor etc. Monitoring Type $SSOLFDWLRQ 0RQLWRU contains an ever growing number of monitoring objects. warehouse monitor. both cross application relevant (for instance monitoring of dialog performance on function code level) and application relevant (for instance MRP run monitor. SM100 11-81 .

object and sub-object of the application log to be monitored etc. 3HU 0RQLWRULQJ 2EMHFW 3URYLGH 7HFKQLFDO 'HWDLOV 3URYLGH WHFKQLFDO GHWDLOV IRU HDFK PRQLWRULQJ W\SH LQ QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH!  PRQLWRULQJ W\SH! LQ WKH VHVVLRQ WUHH SM100 3URYLGH WHFKQLFDO GHWDLOV 11-82 .êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù © SAP AG „ „ © SAP AG 2006 Technical details include name and scheduling information of background jobs. name of transactions that should be monitored. Purpose of the technical information is to identify exactly the technical object that should be monitored.

alerts can have the statuses green. for instance if a job cancels. © SAP AG SM100 11-83 . For these. Some alerts are status alerts. yellow and red (pretty much like a traffic light). you don’t have to specify thresholds but instead define which alert should be raised if the status is reached. These alerts are raised if a certain status is reached for a technical object.3HU 0RQLWRULQJ 2EMHFW 'HILQH 7KUHVKROGV 'HILQH WKUHVKROGV IRU WKH PRQLWRULQJ REMHFWV LQ WKH VXEQRGHV WR QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH!  PRQLWRULQJ W\SH! LQ WKH VHVVLRQ WUHH 'HILQH DOHUW WKUHVKROGV © SAP AG 2006 „ „ „ Depending on the monitoring type there are different nodes in the session tree where the alert thresholds can be defined. During the monitoring.

SM100 11-84 . enabling you to jump directly from an alert in the Solution Manager into the transaction in the respective satellite system.Q QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH!  0RQLWRULQJ 7UDQVDFWLRQV \RX FDQ DVVLJQ WUDQVDFWLRQV WR WKH PRQLWRULQJ W\SH WKDW VKRXOG EH XVHG IRU WKH IXUWKHU DQDO\VLV RI SUREOHPV LQ FDVH RI DQ DOHUW © SAP AG 2006 „ „ „ © SAP AG êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù  $VVLJQ GHOHWH RU LQVHUW PRQLWRULQJ WUDQVDFWLRQV The monitoring transactions defined here will appear as direct links from the SAP Solution Manager to the satellite system during the handling of the monitoring. Monitoring transactions may include customer written transactions. Transactions can be called on the satellite system or directly on the SAP Solution Manager system. there is no crosschecking if the entered transactions make sense for the respective monitoring type or if they exist at all. In particular.3HU 0RQLWRULQJ 2EMHFW $VVLJQ 0RQLWRULQJ 7UDQVDFWLRQV .

further paths to analyze the problem or a knowledge database in the intranet where you can check for repetitive problems. i. As well as for the monitoring transactions.e. enabling you to jump directly from an alert in the Solution Manager into the respective web page where further information regarding the monitoring object could be provided.Q QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH!  0RQLWRULQJ 7UDQVDFWLRQV \RX FDQ DVVLJQ 85/V WR WKH PRQLWRULQJ W\SH WKDW VKRXOG EH XVHG IRU WKH IXUWKHU DQDO\VLV RI SUREOHPV LQ FDVH RI DQ DOHUW © SAP AG 2006 „ „ © SAP AG êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù  $VVLJQ GHOHWH RU LQVHUW 85/V IRU IXUWKHU DQDO\VLV The URLs defined here will appear as direct links from the SAP Solution Manager to the Internet during the handling of the monitoring. SM100 11-85 .3HU 0RQLWRULQJ 2EMHFW $VVLJQ 0RQLWRULQJ 85/V . there is no cross-checking if the entered URLs make sense for the respective monitoring type or if they exist at all.

3HU 0RQLWRULQJ 2EMHFW 6HW XS 0RQLWRULQJ 7DVNV 1RGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH!  0RQLWRULQJ $FWLYLWLHV SURYLGHV WKH SRVVLELOLW\ WR GHILQH DFWLYLWLHV VRUWHG E\ WKH PRQLWRULQJ REMHFWV WKDW KDYH WR EH FDUULHG RXW LQ WKH UHJXODU PRQLWRULQJ RI WKH EXVLQHVV SURFHVVHV © SAP AG 2006 „ © SAP AG êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù With the persons you have assigned to monitoring teams during the definition of the solution support organization you now can define responsibles for the monitoring of the customized monitoring objects. detailing for each team which monitoring activities the respective team is responsible for. The monitoring activities you have defined here you can later on generate into a MSWord Report. You can specify what exactly each person has to do for monitoring and what has to be done with alerts. SM100 11-86 .

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• Start Time: Specify at what time the required monitoring activity should start.: Use the value help. what indicates a problem or error. if the problem cannot be solved by the person responsible. • Error Handling: Briefly describe the way how to react in case of problems or errors. i. © SAP AG SM100 11-87 . The teams provided there have to have been defined before in the check 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ . • Person Resp. 'HILQH DQG GHVFULEH WKH PRQLWRULQJ DFWLYLWLHV HUURU KDQGOLQJ UHVWDUW RI WKH VWHS DQG HVFDODWLRQ SDWKV © SAP AG 2006 „ In the table 0RQLWRULQJ $FWLYLWLHV it is possible to specify: • Monitoring Team: Use the value help.e. in a few words. how to solve the problem/correct the error • Escalation Path: Succinctly specify how to proceed. • Frequency: Use the value help to specify at what frequency the specific monitoring activity is required. The members of the monitoring teams have to have been specified before. • Problem Indicator: Describe.

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SM100 11-88 . whilst for Service Desk messages you can specify which number of yellow or red alerts should trigger a message creation. If you leave the settings on step level empty. The sending of notifications is triggered by the execution of certain coding which is executed periodically. Due to the period there can be a slight time difference between the occurrence of an alert and the notification being sent. The prerequisites are contained in lesson 3 of this unit as advanced prerequisites. Please observe that for SAP Office Notifications (meaning emails and SAP Office mails) each one alert triggers one notification. the settings for the whole business process will be taken into account. WR EH VHQW LQ FDVH RI DOHUWV LQ QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH!  1RWLILFDWLRQV RI WKH VHVVLRQ WUHH 3UHUHTXLVLWHV IRU WKH QRWLILFDWLRQV WR ZRUN DUH $XWRPDWLF HPDLO „ 7UDQVDFWLRQ 6&27 KDV EHHQ VHW XS LQ FOLHQW  RI WKH 6$3 6ROXWLRQ 0DQDJHU V\VWHP © SAP AG 2006 „ „ „ „ © SAP AG êÙåæêê !ˆ!Ñ22Ù ð öêÙ Ø Ù Û ãÙ Ý îÜæ Û !œ€2í Šô ¦œ€¦Ñ ßê ¦æ ð Ù í E!æ ð Þ Ñ´¡Ù œ Ûå ´”Þ è Ûá á à æ ã à Ú Ü êöê á å ã ÛÜ âà áÙ ¹´2æ ‘Ñ ÛÜ œÞ á ´”Þ 𠝔!œÝ ê Ü Ûá í æ ê Ü ã ¦ˆÞ p2!Ѧ´æ Eá å Ûã Û Ü Ü Û ê ê ´Ü E”Þ á ¦ŠÞ ð ˆå 2 õ ê á ¦Ù 2Ù é á ã ßæ ã”Þ !à Ѧ“î Þ é !Ù ã é ‘´Ñæ Ú êÙ ßæô ß ê á îÜ Û áÙîßæ Û í á Ù Ûô ã ßê ¦æ !Š!22í ˆÜ é !Ù ¡Šî Š¦Þ œì óá í ò å Ûã Û Ü Þ ñ ã Ù U!ÑÙ ¹ï ä ¦Ü E”Þ á ŠŠ¡œ¦ˆì â áÝ êêÙí ã ¦Ù ˆ2!ÑÞ œì êêÙ Ûêà ë ãÙâ áí ò 2!¦Ü ¦”´´ê !ÑÙ ¹ï ä å ã Û Ü Þ ñ Ù ÛÚ Ù 2 ÛÜ ˆÞ á ŠŠ¡¦Ü E2œØ î ã ÛÜ 2Ù ˆÞ á ´”Þ ð Ùï á êâ áÝ êêÙí ã ´%Þ Ѧ٠ˆ2!ÑÞ œì êêÙ Ûêà ë îÜæ êêÙí ã 2!´Ü Ñ Ñ¦2!ÑÞ œì êêÙ Ûêà ë ÙêÞ é !2¦Ü ¦¦†Ñ´ˆÞ vè Ü áæ ÛÜæ ˆ ÛÞ !—ç ˆÑå ã ä á ”ÑŠ´ ˆ ÛÞ ¦à œ¡Ü E!Ø ã Þ â â à Ý Ü á ß Þ Ý Ù ÛÚ Ù „ ([LVWLQJ XVHU LQ FOLHQW  RI WKH 6$3 6ROXWLRQ 0DQDJHU V\VWHP WKDW KDV D YDOLG HPDLO DGGUHVV DVVLJQHG $XWRPDWLF 6HUYLFH 'HVN PHVVDJH „ %XVLQHVV 3DUWQHUV LQ UROH 3HUVRQ DQG (PSOR\HH KDYH WR H[LVW IRU WKH UHVSHFWLYH LQVWDOOHG EDVH RQ 6$3 6ROXWLRQ 0DQDJHU „ 6HUYLFH 'HVN KDV EHHQ VHW XS LQ WKH 6$3 6ROXWLRQ 0DQDJHU 7KHVH SUHUHTXLVLWHV ZHUH PHQWLRQHG EHIRUH DV DGYDQFHG SUHUHTXLVLWHV IRU %XVLQHVV 3URFHVV 0RQLWRULQJ You can also set up automatic notifications to be sent for the whole business process in node %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  %30RQ 1RWLILFDWLRQV Notifications set up here in this node will be overwritten if you specify different notification settings on business process step level.

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• 6SHFLI\ WKH PRELOH QXPEHU DV IROORZV 606 • 5HFLSLHQW W\SH . Local SAP Office Mail • Specify sender (user from client 000) • Specify user name as recipient address • Recipient type B „ „ Remote SAP Office Mail • Specify sender (user from client 000) • Specify user name as recipient address • Specify Target System ID and Target Client • Specify Recipient type R © SAP AG ý pü3û–ú–¤) !E8D753C¡BA3¦÷   ü 8 6 4 2 "    § ú   @ ý û Tü3–ú# £) !98567531©0¤¦÷ ü8 4 2 " ý û ) § ( ý   ýü © § ¥   p3¨¦÷ ÿ þ þ û ýü û ú ø ‘¡¡ p¡(€ù÷ & " ¥ " '%$#!££     §   ¢ ¢   ¤£¡ SM100 11-89 .

Q WDE 6HUYLFH 'HVN 0HVVDJHV \RX FDQ VHW XS DXWRPDWLF PHVVDJHV WR EH VHQW WR WKH 6HUYLFH 'HVN RI WKH 6$3 6ROXWLRQ 0DQDJHU 6SHFLI\ WKH IROORZLQJ     ¢   © §  I£C£X¡!¢ © SAP AG 2006 „ „ Only if you want the messages to be sent automatically do you have to specify the reporter and the number of yellow and red alerts that should trigger the sending of the message. For manually created messages the text template helps the you to provide the correct information to the service desk employee.Q WKLV FDVH \RX QHHG WR VSHFLI\ ZKDW QXPEHU RI \HOORZ RU UHG DOHUWV VKRXOG WULJJHU WKH FUHDWLRQ RI D 6HUYLFH 'HVN PHVVDJH 11-90 .6HW XS $XWRPDWLF 6HUYLFH 'HVN 0HVVDJHV . © SAP AG ú ý © §ÿ     ÿ §8   ý  ú   WVT‘¡¡Iû ¡ˆ  F £I  F ÷  ‡ &£`¤¡¢£IA)WVP£† ‘…xP¢ ü W!#€W£¤Ix8¦÷   û ¢   ú      ý § ¢ § §  G ÿ § ¢ ¢   ) § ÿ 4 & £ B£û£¢I ú§IVA¤#!¡“W¡§¢ ü W…t3y€W3¦÷ ` ¢     `  ü  ÿ §    ÿ §  G ÿ    ÿ §    @ ü   ` û ¢ ¢   ú     ü  G § §0£WI#£V…W) “C!C  R   R „÷ ƒ   ` û ¢ ¢   ú     8 § H ü ÿ ü ÿ 4 B££IY–I‚BBy 2‘§ Ñ8¦÷ SM100 %\ PDUNLQJ ³$XWRPDWLF´ WKH PHVVDJH ZLOO EH VHQW DXWRPDWLFDOO\ . The text template is disregarded for automatic messages.

$SSHQGL[ *HQHUDWH $FWLYDWH © SAP AG 2006 © SAP AG SM100 11-91 .

Customizing can be generated only for business processes that have been set to ’productive’. Once you generated the Customizing for a particular business process. © SAP AG  ” “ — – #g™˜ ” T• $IWHU WKH %XVLQHVV 3URFHVV 0RQLWRULQJ KDV EHHQ VHW XS WKH &XVWRPL]LQJ KDV WR EH JHQHUDWHG LQ RUGHU WR FUHDWH WKH %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ LQ WKH 6$3 6ROXWLRQ 0DQDJHU SM100 11-92 . The Business Process Monitoring Session is created. When Customizing is generated.. you will get a single Business Process Monitoring Session per business process in the Operations section of the SAP Solution Manager). generation information is displayed in table area of this check. Go to µ6ROXWLRQ /DQGVFDSH 6ROXWLRQ /DQGVFDSH Maintenance. a so-called Business Process Monitoring <business process name> Session will be created (i. The same should be done on business process level. • 2. You can set the business process productive in the 2SHUDWLRQV 6HWXS section. The generation of the customizing takes place on the SAP Solution Manager system. „ „ „ No data is passed to the satellite systems at this stage. including error messages (E) in case of a failed Customizing generation. The Customizing must be generated individually for each business process that is to be monitored.*HQHUDWH 0RQLWRULQJ &XVWRPL]LQJ  ” “ ’  ‘  qgtaga3‰ © SAP AG 2006 &KRRVH *HQHUDWH &XVWRPL]LQJ  *HQHUDWLRQ LQIRUPDWLRQ LV GLVSOD\HG LQ WKLV DUHD „ This is the very last step before activating the monitoring. During the generation of the customizing the following takes place: • 1. Otherwise the generation of the Customizing is just simulated. The customizing information is written into tables in the SAP Solution Manager. navigate to the scenario level and there choose 6HW WR SURGXFWLYH’ .e.

'DWD &ROOHFWRU )UHTXHQFLHV 6SHFLI\ WKH PRQLWRULQJ LQWHUYDOV IRU WKH GLIIHUHQW PRQLWRULQJ W\SHV 7KH GLIIHUHQW PRQLWRULQJ W\SHV DUH PRQLWRUHG YLD GLIIHUHQW GDWD FROOHFWRUV <RX FDQ VSHFLI\ GLIIHUHQW PRQLWRULQJ LQWHUYDOV IRU WKH GLIIHUHQW W\SHV © SAP AG 2006 © SAP AG SM100 11-93 .

„ While there is one 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ that includes all business processes there are several %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQV.%XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ  ” “ ’  ‘  qgtaga3‰ © SAP AG 2006 „ The Business Process Monitoring is activated in the %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ. © SAP AG  ” “ — – #g™˜ ” T• . one for each business process that is monitored. This session is available in the SAP Solution Manager only after the Customizing for the setup of the Business Process Monitoring has been generated.Q DUHD 2SHUDWLRQV FKRRVH µ6ROXWLRQ 0RQLWRULQJ  %XVLQHVV 3URFHVV 0RQLWRULQJ DQG FOLFN RQ WKH DOHUW LFRQ IRU WKH HQWLUH EXVLQHVV SURFHVV WR QDYLJDWH WR WKH PRQLWRULQJ VHVVLRQ SM100 11-94 .

%XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ 7KH VHVVLRQ WUHH RI WKH %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ FRQWDLQV MXVW WKH QRGH ³$FWLYDWLRQ´ ZKHQ QR PRQLWRULQJ LV DFWLYH 7KLV QRGH KDV VHYHUDO WDEOHV „ 3URWRFRO „ 0RQLWRULQJ 'DWD 5HWHQWLRQ 7LPHV „ $OHUW 0VJ /DQJXDJH „ 7LPH )UDPH -RE 0RQLWRULQJ 5HSRUW © SAP AG 2006 © SAP AG SM100 11-95 .

Aggregated alerts are not deleted since they are used for Service Level Reporting. In order to minimize the amount of data that has to be held there you have to specify the storage time for the data in the session.6HWWLQJV EHIRUH $FWLYDWLQJ WKH 0RQLWRULQJ „ 6HW WKH ODQJXDJH IRU WKH DOHUW PHVVDJHV „ &KRRVH KRZ PDQ\ GD\V PRQLWRULQJ GDWD VKRXOG EH VWRUHG RQ WKH 6$3 6ROXWLRQ 0DQDJHU 6\VWHP DQG WKH DJJUHJDWLRQ SURFHGXUHV RI WKRVH GDWD © SAP AG 2006 „ Alerts for monitoring types will be stored in the Business Process Monitoring Session once the monitoring is activated. Reorganization takes place automatically every time you enter the Business Process Monitoring Session. © SAP AG SM100 11-96 .

• 2. Data collectors are initialized and started. Since separate %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQV exist for the different business processes the monitoring can be activate/deactivated separately for each business process. • 3.$FWLYDWH 0RQLWRULQJ &KRRVH WR DFWLYDWH %XVLQHVV 3URFHVV 0RQLWRULQJ © SAP AG 2006 „ Before Business Process Monitoring can be performed it has to be activated in the SAP Solution Manager. The customizing is transferred into the satellite systems. Monitoring Tree Elements (MTE’s) are created in the RZ20. „ © SAP AG SM100 11-97 . During the activation of the Business Process Monitoring the following takes place: • 1.

© SAP AG SM100 11-98 .GHDOO\ WKH SURWRFRO FRQWDLQV MXVW WKH LQIRUPDWLRQ DERXW ZKR ODVW DFWLYDWHG ZKHQ © SAP AG 2006 „ In case of error messages in the protocols for Generation or Activation check SAP Note 705569 for further details and explanations.$FWLYDWLRQ 3URWRFRO DQG 'HDFWLYDWLRQ 6XE QRGHV KDYH EHHQ FUHDWHG LQ WKH VHVVLRQ WUHH )RU EXVLQHVV SURFHVVHV ZLWK DFWLYDWHG PRQLWRULQJ \RX FDQ GHDFWLYDWH WKH PRQLWRULQJ KHUH .

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2EVHUYH $OHUWV 5HODWLYH WR WKH %XVLQHVV 3URFHVV 7KH DOHUWV IRU WKH EXVLQHVV SURFHVV FDQ EH DFFHVVHG LQ WKH 2SHUDWLRQV DUHD RI WKH 6$3 6ROXWLRQ 0DQDJHU gqgg – q£%ggg‘ ¤g n k ’ p g g  — o  m ” k ”  — ” gyl#$g˜ ¡h“ i  j g ”’ i qUa Q• g˜ a1hfd  ’  g e © SAP AG 2006 „ „ © SAP AG z  ” 1q™g € $#” — i i #hW$g¡” ƒ   ” “ ƒ  m  ‘ ‚1 i £tW5 g€ i h‘ • — z e k ’ p “ ‡ g z t$1 i Wq£¨1g˜ i Wƒ e k ’ p v  k ’ k x g ”’ i W9$qUa 3• 9’ yWr z — x ‘ k ‘ — ” “ z ’ k x w ” ’ i ¤k ¡h{9¤Ey‘ Wtt Q• u s  m v — “ ” q i atg ft– hr g ” ’ i ttt Q• – EW#qg g ah j — ’ k ” — ~ } — ˜ …  † “ g g ™1™hg fs g u g  – a˜ I£„qgqtr — ’  ƒ  ” “  ’ g ” ’ i ttt Q• ‘  | d ’ k s  m t™fa£Ex t– hr <RX FDQ DFFHVV WKH DOHUWV YLD WKH PRQLWRULQJ JUDSKLF LQ DUHD ZKHQ \RX FOLFN RQ WKH %XVLQHVV 3URFHVV 1DPH 6XPPDUL]DWLRQ DOHUW IRU WKLV VSHFLILF EXVLQHVV SURFHVV To access the monitoring graphic choose “ Solution Monitoring -> Business Process Monitoring” in the Operations area. The graphical display screen has the advantage of also providing aggregated alerts for the hardware and the systems if system monitoring has been set up in the SAP Solution Manager. You can see the aggregated alert for the business process in the monitoring graphic. SM100 11-100 . If you click on the name of the business process you' be brought to a more detailed graphic of the business process with ll the separate steps listed and the alerts aggregated for these steps.

© SAP AG SM100 11-101 . you will navigate to a more detailed graphic containing all the alerts corresponding to that business process step.2EVHUYH $OHUWV 5HODWLYH WR %XVLQHVV 3URFHVV 6WHSV 6XPPDUL]DWLRQ DOHUWV IRU DOO VRIWZDUH FRPSRQHQWV KDUGZDUH FRPSRQHQWV DQG EXVLQHVV SURFHVVHV $JJUHJDWHG 6\VWHP 0RQLWRULQJ DOHUW IRU VDWHOOLWH V\VWHP $JJUHJDWHG DOHUW IRU EXVLQHVV SURFHVV VWHS © SAP AG 2006 „ If you click on the alert symbol for an specific step.

‡ g z t$1 i Wq£¨1g˜ i Wƒ e k ’ p v  k ’ k x g ”’ i W9$qUa 3• 9’ yWr z — x ‘ k …  † “ g g ™1™hg fs g u g  – a˜ I£„qgqtr — ’  ƒ  ” “  ’ z  ” 1q™g € $#” — i i #hW$g¡” ƒ   ” “ ƒ  m  ‘ ‚1 i £tW5 g€ i h‘ • — z e k ’ p “ g ” ’ i ttt Q• – EW#qg g ah j — ’ k ” — ~ } — ˜ g ” ’ i ttt Q• ‘  | d ’ k s  m t™fa£Ex t– hr ‘ — ” “ z ’ k x w ” ’ i ¤k ¡h{9¤Ey‘ Wtt Q• u s  m v — “ ” q i atg ft– hr gqgg – q£%ggg‘ ¤g n k ’ p g g  — o  m ” k ”  — ” gyl#$g˜ ¡h“ i  j g ”’ i qUa Q• g˜ a1hfd  ’  g e © SAP AG „ © SAP AG 2006 By clicking on an specific alert.QIRUPDWLRQ 7KH GHWDLOHG DOHUW LQIRUPDWLRQ IRU D EXVLQHVV SURFHVV VWHS LV DFFHVVLEOH YLD OHIW PRXVH FOLFN RQ WKH DJJUHJDWHG DOHUW IRU WKLV VWHS SM100 'HWDLOHG $OHUWV IRU D VLQJOH EXVLQHVV SURFHVV VWHS 11-102 . where you can see detailed historical information about this specific alert. you navigate to the Business Process Monitoring session. &KHFN 'HWDLOHG $OHUW .

‡ g z t$1 i Wq£¨1g˜ i Wƒ e k ’ p v  k ’ k x g ”’ i W9$qUa 3• 9’ yWr z — x ‘ k …  † “ g g ™1™hg fs g u g  – a˜ I£„qgqtr — ’  ƒ  ” “  ’ z  ” 1q™g € $#” — i i #hW$g¡” ƒ   ” “ ƒ  m  ‘ ‚1 i £tW5 g€ i h‘ • — z e k ’ p “ g ” ’ i ttt Q• – EW#qg g ah j — ’ k ” — ~ } — ˜ g ” ’ i ttt Q• ‘  | d ’ k s  m t™fa£Ex t– hr ‘ — ” “ z ’ k x w ” ’ i ¤k ¡h{9¤Ey‘ Wtt Q• u s  m v — “ ” q i atg ft– hr gqgg – q£%ggg‘ ¤g n k ’ p g g  — o  m ” k ”  — ” gyl#$g˜ ¡h“ i  j g ”’ i qUa Q• g˜ a1hfd  ’  g e © SAP AG © SAP AG 2006 &KHFN IRU 2SHQ $OHUWV .Q WKH GHWDLOHG DOHUW YLHZ \RX FDQ FKHFN YLD RSHQ DOHUWV IRU SUREOHP VLWXDWLRQV WKDW KDYH QRW \HW EHHQ VROYHG SM100 &KRRVH ³2SHQ $OHUWV´ WR YLHZ \HW XQVROYHG DOHUW VLWXDWLRQV 11-103 .

The open alert view shows that there was a red alert for this transaction some time ago and that the performance of VA01 has since improved.'LVSOD\LQJ 2SHQ $OHUWV SHU %XVLQHVV 3URFHVV 6WHS &KRRVH 2SHQ $OHUWV &KRRVH 2SHQ $OHUWV 2SHQ DOHUWV UHSUHVHQW SUREOHPV LQ WKH SDVW WKDW KDYH QRW \HW EHHQ VROYHG 7KH\ DUH RQO\ DFFHVVLEOH DW EXVLQHVV SURFHVV VWHS OHYHO © SAP AG 2006 „ The current status of an alert represents the alert status determined during the last run of the RZ20 data collector. This green alert. The concept of current status / open alerts is part of RZ20. „ © SAP AG SM100 11-104 . You can confirm open alerts to signify that the problem situation has been solved. This way you can ensure that the Open Alerts View always indicates whether or not there are alerts that require action. however. does not mean that the performance of this transaction has always been good in the past. If transaction VA01 has a green alert in the current status view the last collector run for this transaction has resulted in a green alert.

‡ g z t$1 i Wq£¨1g˜ i Wƒ e k ’ p v  k ’ k x g ”’ i W9$qUa 3• 9’ yWr z — x ‘ k …  † “ g g ™1™hg fs g u g  – a˜ I£„qgqtr — ’  ƒ  ” “  ’ z  ” 1q™g € $#” — i i #hW$g¡” ƒ   ” “ ƒ  m  ‘ ‚1 i £tW5 g€ i h‘ • — z e k ’ p “ g ” ’ i ttt Q• – EW#qg g ah j — ’ k ” — ~ } — ˜ g ” ’ i ttt Q• ‘  | d ’ k s  m t™fa£Ex t– hr ‘ — ” “ z ’ k x w ” ’ i ¤k ¡h{9¤Ey‘ Wtt Q• u s  m v — “ ” q i atg ft– hr gqgg – q£%ggg‘ ¤g n k ’ p g g  — o  m ” k ”  — ” gyl#$g˜ ¡h“ i  j g ”’ i qUa Q• g˜ a1hfd  ’  g e © SAP AG © SAP AG 2006 5HYLHZ +LVWRULF $OHUWV 7KH GHWDLOHG LQIRUPDWLRQ IRU WKH KLVWRULF DOHUWV LV DYDLODEOH LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ SM100 11-105 .

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you get entries into the alert table for every open alert.%XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ 'HWDLOHG . if a job starts later than defined in the start delay alert you will not only get the information that the job had failed to start at a certain time but also at what time the job did eventually start. © SAP AG SM100 11-107 . for instance.QIRUPDWLRQ DERXW WKH DOHUW DQG WKH DOHUW KLVWRU\ LV GLVSOD\HG LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ )RU HDFK GHILQHG DOHUW DUH OLVWHG „ DOO DOHUWV WKDW RFFXUUHG „ ZKHQ GLG WKH DOHUWV RFFXU „ ZKDW WULJJHUHG WKH DOHUW )RU HYHU\ PRQLWRULQJ W\SH WKH VSHFLILHG PRQLWRULQJ WUDQVDFWLRQV DUH GLVSOD\HG DV GLUHFW OLQNV WR WKH UHVSHFWLYH VDWHOOLWH V\VWHP © SAP AG 2006 „ In general. For each alert you get detailed information about when the alert occurred and what exact event triggered the alert.

• Shows which of those alerts have been confirmed and which alerts are still open • The rating of the respective node in the session tree is determined by the highest open alert available for this monitoring object.QIRUPDWLRQ 7DEOH µ2SHQ DQG &RQILUPHG $OHUWV 7DEOH $OHUW &RQILJXUDWLRQ 2QO\ IRU %DFNJURXQG -RE 0RQLWRULQJ 7DEOH µ%J -RE 'HWDLOV © SAP AG 2006 „ Table “ Open and Confirmed Alerts” • Contains the list of alerts that have occurred in the past for this monitoring object • Provides details about when the alerts have occurred and how much the thresholds have been exceeded. Job Details” • Lists the setting for the background job that is monitored. „ Table “ Alert Configuration” • Shows the currently active customizing for this alert.$OHUW . This customizing can differ from the customizing visible in the Setup Business Process Monitoring session. These settings can differ from the settings visible in the Setup Business Process Monitoring session. This means that the rating for the node can be different from the current rating for this alert in the monitoring graphic. © SAP AG SM100 11-108 . „ For background jobs only: “ Table ‘Bg.

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‡ g z t$1 i Wq£¨1g˜ i Wƒ e k ’ p v  k ’ k x g ”’ i W9$qUa 3• 9’ yWr z — x ‘ k …  † “ g g ™1™hg fs g u g  – a˜ I£„qgqtr — ’  ƒ  ” “  ’ z  ” 1q™g € $#” — i i #hW$g¡” ƒ   ” “ ƒ  m  ‘ ‚1 i £tW5 g€ i h‘ • — z e k ’ p “ g ” ’ i ttt Q• – EW#qg g ah j — ’ k ” — ~ } — ˜ g ” ’ i ttt Q• ‘  | d ’ k s  m t™fa£Ex t– hr ‘ — ” “ z ’ k x w ” ’ i ¤k ¡h{9¤Ey‘ Wtt Q• u s  m v — “ ” q i atg ft– hr gqgg – q£%ggg‘ ¤g n k ’ p g g  — o  m ” k ”  — ” gyl#$g˜ ¡h“ i  j g ”’ i qUa Q• g˜ a1hfd  ’  g e © SAP AG „ © SAP AG 2006 Use the error handling procedures available in the SAP Solution Manager. $QDO\]H 3UREOHP LQ WKH 6DWHOOLWH 6\VWHP SM100 /LQN WR PRQLWRULQJ WUDQVDFWLRQV LQ WKH VDWHOOLWH V\VWHPV 11-110 .

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&RQILUP $OHUWV IRU 6ROYHG 3UREOHPV SM100 &KRRVH WR FRQILUP WKH DOHUWV 11-115 . It is also possible to mass confirm alerts (all yellow or all red) for a particular monitoring object.‡ $1 i Wq£¨1g˜ i Wƒ g z e k ’ p v  k ’ k x g ”’ i W9$qUa 3• 9’ yWr z — x ‘ k …  † “ g g ™1™hg fs g u g  – a˜ I£„qgqtr — ’  ƒ  ” “  ’ z  ” 1q™g € $#” — i i #hW$g¡” ƒ   ” “ ƒ  m  ‘ ‚1 i £tW5 g€ i h‘ • — z e k ’ p “ g ” ’ i ttt Q• – EW#qg g ah j — ’ k ” — ~ } — ˜ g ” ’ i ttt Q• ‘  | d ’ k s  m t™fa£Ex t– hr ‘ — ” “ z ’ k x w ” ’ i ¤k ¡h{9¤Ey‘ Wtt Q• u s  m v — “ ” q i atg ft– hr gqgg – q£%ggg‘ ¤g n k ’ p g g  — o  m ” k ”  — ” gyl#$g˜ ¡h“ i  j g ”’ i qUa Q• g˜ a1hfd  ’  g e © SAP AG „ © SAP AG 2006 You can confirm alerts individually by marking the alerts and choosing “ Confirm selected” .

you can for instance specify hints like “ waiting for feedback from development” to tell other persons who also use the monitoring that the problem is already being taken care of.8VHU 6WDPS DQG &RPPHQWV IRU &RQILUPHG $OHUWV %\ FRQILUPLQJ DOO UHG DOHUWV WKH VWDWXV RI WKH QRGH KDV FKDQJHG WR \HOORZ <RX FDQ SURYLGH FRPPHQWV IRU WKH FRQILUPHG DOHUWV 7KH LQIRUPDWLRQ ZKLFK XVHU KDV FRQILUPHG WKH DOHUWV ZKHQ LV GLVSOD\HG © SAP AG 2006 „ The column “ Comment” can also be used when no alerts have been confirmed. © SAP AG SM100 11-116 . Here.

200 msec Transact-spec..538 msec > 1. time exceeds threshold. the line • “ 1.” to be confirmed as well. In the example of the above screenshot this means that if only the upper line • “ VA01 (tt5tdc00_TT5_50)\DBRequestTime (1) [More]” is confirmed in the graphic.Q DGGLWLRQ WR WKH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ DOHUWV FDQ EH FRQILUPHG LQ WKH 'HWDLOHG $OHUW 9LHZ RI WKH 0RQLWRULQJ *UDSKLF 7KH LQIRUPDWLRQ DERXW WKH FRQILUPHG DOHUWV LV UHSOLFDWHG LQWR WKH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ © SAP AG 2006 „ Due to technical restrictions in RZ20 the replication of the confirmed alerts only works if the actual alerts have been confirmed. „ „ © SAP AG SM100 11-117 .. To replicate. not if just the parent MTE for the alerts has been confirmed.&RQILUPLQJ $OHUWV LQ WKH 'HWDLOHG $OHUW 9LHZ 0DUN DOHUWV WKDW VKRXOG EH FRQILUPHG DQG FKRRVH ³&RQILUP´ . no data will be replicated into the Business Process Monitoring session. dialog resp.

© SAP AG SM100 11-118 .

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