60 6$3 6ROXWLRQ 0DQDJHU 2SHUDWLRQV

60
6$3 6ROXWLRQ 0DQDJHU 2SHUDWLRQV

 ¢¡¤£¦¥§£©¨ §¥§¨ ¤£!¨"¨¢£"¨#$%¨©&('
© SAP AG 2006

© SAP AG 2005

„ „ „

Software components used in the course 2006/Q62 Material number 50082608

&RS\ULJKW

1R SDUW RI WKLV SXEOLFDWLRQ PD\ EH UHSURGXFHG RU WUDQVPLWWHG LQ DQ\ IRUP RU IRU DQ\ SXUSRVH ZLWKRXW WKH H[SUHVV SHUPLVVLRQ RI 6$3 $* 7KH LQIRUPDWLRQ FRQWDLQHG KHUHLQ PD\ EH FKDQJHG ZLWKRXW SULRU QRWLFH

&RS\ULJKW  6$3 $* $OO ULJKWV UHVHUYHG

© SAP AG 2006

„ „ „

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. …

„ „ „ „ „ „ „

„ „ „

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

„

„

„

„

„

&RXUVH 3UHUHTXLVLWHV

„ 6$37(& „ $'0 „ 6$3

5HFRPPHQGHG .QRZOHGJH

© SAP AG 2006

7DUJHW $XGLHQFH

„ 7HFKQLFDO &RQVXOWDQWV 'XUDWLRQ  GD\V

„ 6\VWHP $GPLQLVWUDWRUV

7KLV FRXUVH LV LQWHQGHG IRU WKH IROORZLQJ DXGLHQFHV

© SAP AG 2006

„ „

8VHU QRWHV

These training materials are QRW D WHDFK\RXUVHOI SURJUDP. They complement the explanations provided by your course instructor. Space is provided on each page for you to note down additional information. There may not be sufficient time during the course to complete all the exercises. The exercises provide additional examples that are covered during the course. You can also work through these examples in your own time to increase your understanding of the topics.

„

&RXUVH 2YHUYLHZ
&RQWHQWV

         

Course Goals Course Objectives Course Content Course Overview Diagram Main Business Example

© SAP AG 2006

© SAP AG

SM100

1-1

&RXUVH *RDOV

$IWHU FRPSOHWLQJ WKLV FRXUVH \RX ZLOO EH DEOH WR
„ Administer all necessary tools and features to know around the SAP Solution Manager „ Know all the basic functionalities of the SAP Solution Manager

© SAP AG 2006

„

Conduct: ausführen, durchführen

© SAP AG

SM100

1-2

&RXUVH &RQWHQW 
— — — — — — — —

vS5'¥&wsC¦&¥ §¤ %q¦"¦@r1eI¨5s¦¥tiuT¦¥D5'T ¥p §¤ !h¨"#V1edfI` 13§F)£C¤§C¦8¤¥D5%iBT¥¤54T! ¥p §¤ !X¨"#S¥¦Y`a§8bI¢c#V1edfI` 1§ g¦CD§D©DD&C¨¢¥& §¤ ¤R"#S¥D5'T &¥FUV¥&¨W §¤ !9¨"¦@BAC¤§D8¤¥FEG¥H3I¥&& )PCD§¦C¦8D¥(Q¥D§ §¤ !¨"#%$&'¥¦(0)213§¨ 41!567§8 ¡£¢¤¢¦¥¨§© ¥ 
— — — — — 

§D ¨†!"#V1edfI` 1§F)PCD§C¦8¤¥¤5VUr C¤8!§1¨& & §D ¨‚!"¤ƒC¤5d $P„…C¦'DA2¡£d ¥¤5s §D ¨€!"#S¥¤5sT! &¥Qg¥&T¥¨d2I!§©F#V1daI 1e§ EV¥¤¢¦135'f§8 §D eq&x¤"#S¥¤5sT¨ ¥FUV¥¤df TD¥D5'$ §D eqDq"¤yI&¨7§¥&FvS541¨¥&¦ )P1§¨ 4156a§8

© SAP AG 2006

© SAP AG

SM100

1-3

© SAP AG

SM100

1-4

8QLW  &RXUVH &RQWHQW 
— — — — — — — —

uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ 
— — — — — 

¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7

© SAP AG 2006

© SAP AG

SM100

2-1

2EMHFWLYHV 6ROXWLRQ 0DQDJHU 2YHUYLHZ

„ ([SODLQ WKH JHQHUDO DQG UHOHDVH VWUDWHJ\ RI WKH 6$3 6ROXWLRQ 0DQDJHU

„ *HW DQ JHQHUDO RYHUYLHZ RI WKH 6$3 6ROXWLRQ 0DQDJHU IXQFWLRQDOLWLHV

„ 'HVFULEH WKH DQGDYDQWDJH RI WKH 6$3 6ROXWLRQ 0DQDJHU

$IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR

© SAP AG 2006

© SAP AG

SM100

2-2

7.6$3 6ROXWLRQ 0DQDJHU   2YHUYLHZ 0RWLYDWLRQ 6XSSRUW IRU ./ 3URFHVVHV $YDLODEOH )XQFWLRQDOLWLHV 5HOHDVH 6WUDWHJ\ © SAP AG SM100 2-3 .

what is due to Global Operations Heterogeneous Solutions Integrated Business Processes The challenges in global operations are Different locations. countries. languages. 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.&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. 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 .

performance and throughput requirements.&RQVLGHU &XVWRPHUV 6LWXDWLRQ RI 7RGD\ « Global operations Heterogeneous solutions Business processes ¶ i€· ™©¸¹“–3 g“™&–r–%º· i3‘Y™r–&–’Yg3h%•i“” ¹r—` i“g%eY’3g3h3–“‘&’“‰“™ ‡5ˆ3‰3 ‘“’Y”&•€ˆ&–˜—e™“d fe“’“3g3h3–3‘3’“‰“™%— iCj&™k d‰“” ™€d™Yg&— ™Yh l&rrm6s6not`n`u vp q wY|}t`t`v`~t`yox`seyoozm6€ey`yv`{ l˜‚3ƒ}„o… † r&„3w w“t`v6tex6y6z5yevo{ lXq €e{ y6z5€ ¿ ˆ’¡X‘  ’Ž• — ™”  œ¾ ’ ’ eš •še’ • Ž’ ŒrŠ— ” Š•Š Ž Š •Š • Ž Ž™ ež• Ž ‰œ Š Š ” ˜ “  ’  ›e ‹ “  Ž Š ™ ‰ Œr Ž  6• Ž — Š  Š • Ž ™ Ÿ•‘—™ ¡6ˆ ‘’ — “   ™ ’ ‡Xƒo~ p t`t`vovo€ev`neu veXx ~ { l˜q €6{ y6z ¼`½e“ •Š ¤    ’ ¢ ›  ‹ “  š Ž “ ‘Š ™ Ž ‰ Œ˜ Ž  ˆ e “‘  ’ ” ’ Š Š • ’ Ž ˆe‰ Š ‹ Œ˜ Ž  ˆe‰ Š ‹ Œr Ž  ˆ –`‰ ‹ Š ‹ — ŒX‘   Ž  ˆ ‘ ˜ ™ ‚3 »o¥ ™ • ™ • ˜ —  ™ ´e›6‘ r&’ ”‘ l˜•— ³— l ’ ‘ ’ Ž˜ ‰ ™ • Œ˜˜ ‘ ™ “  ™ ¥ Ž ¤ • Š ”  µ Š Ž& 5LVN Æ ¦ §ª ® ¨r¯ ¬©`­ ª «« ° ¬ ± ­ ¬ ¬ ² ® ¯ lrrqt6€e~ ~{ uy6y`z ~ r ›e   ˜  ™  £½e6•˜” ” Á  Â`‹   ™À ˆe” ‰  — ˜ “  ¥ Žo ’ ‘ Ž ™ Š  r&l˜moqe€ {€ X{ y`z5z yo~ ˆ¡X‘ ’ —“   ™ ’ › •r”   ‰ ˜‘ Ž ™   ˆ ‘‘ “Ž  ¢o™˜ ¡oŠ Œ˜’ —   ’ £6‹ ‹ • Š Ž  Œ˜ Ž  ›`¡X ”’ —   Š ¤ ’  ¥ Ž ¤ • Š”  † † † . controlling. involved interfaces. business process owners. This concept should include: • Roles and responsibilities for all persons involved in the customer’s support and monitoring organization • Documentation of the core business processes including all relevant process steps. interface security. and escalation management for a company’s core business processes • Techniques for integration management regarding interface operation and the interfaces’ impact on business processes to ensure data quality and consistency. and monitoring of all system and business-process related operational activities in a distributed system landscape • Methods for master data maintenance regarding the exchange of master data between different software components in a distributed system landscape • Procedures for data management and archiving to check for and correct data inconsistencies and to avoid unnecessary data growth • Definition of Service Level Reporting requirements © SAP AG SM100 2-6 . and functional dependencies • Procedures for business-process oriented monitoring.QWHJUDWHG %XVLQHVV 3URFHVVHV Do you know which business process step runs on which system? Do you know the responsible persons in case of problems? Does your IT Department know how its daily work affects your business processes? © SAP AG 2006 „ Good business process management needs a concept. error handling. availability requirements. and recovery reliability • Procedures for program scheduling management including the planning.

0LVVLRQ 6WDWHPHQW With SAP Solution Manager you can manage your SAP solution throughout the entire life cycle to .. „ Ensure reliability „ Increase Return on Investments „ Reduce Total Cost of Ownership SAP Solution Manager is delivered as part of your annual license fee!!!  $QG KHUH LV KRZ \RX FDQ DFKLHYH WKH EHQHILWV © SAP AG 2006 © SAP AG SM100 2-7 ..

/ 3URFHVVHV $YDLODEOH )XQFWLRQDOLWLHV 5HOHDVH 6WUDWHJ\ © SAP AG 2006 © SAP AG SM100 2-8 ./ 3URFHVVHV 0RWLYDWLRQ 6XSSRUW IRU .7.7.6XSSRUW IRU .

Series of books giving best practice for Service Support and Delivery Processes.com (for Germany www.de) 02) 0LFURVRIW 2SHUDWLRQV )UDPHZRUN.itsmf.7 0DQDJHPHQW .QIUDVWUXFWXUH /LEUDU\ † † † First developed by Central Computer and Telecommunications Agency (CCTA) in 1989. www.QIRUPDWLRQ 7HFKQRORJ\ . Most widely accepted approach to IT Service Management.itsmf.&RPPRQ GH IDFWR 6WDQGDUGV IRU .

htm 35.microsoft. www.com/germany/ms/businessrategien/infrastruktur/sicherheit/mof.1&( 35RMHFWV . Combines ITIL with specific guidelines for using Microsoft products and technologies. † † Best practices in IT Service Management based on Microsoft technology.1 &RQWUROHG (QYLURQPHQWV.

projectsmart. In contrast to ITIL PRINCE2 is a de facto standard for the project management. Due to this we could use ITIL for our own purposes.co.uk/prince2. To claim at our customers that we as representatives of SAP Active Global Support are aligned with ITIL. www. 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 is not a software and not a part of SAP NetWeaver. ITIL is focused on processes in operations (Service and Support delivery). how to operate software and hardware landscapes. Actually SAP‘s way of operating and supporting matches with the ITIL standard. Was re-launched in October 1996. † † UK de-facto standard for project management developed by the Government. It describes on theoretical basis which processes and tasks are necessary. „ „ „ „ „ © SAP AG SM100 2-9 . Other de facto standards in similar areas are MOF and PRINCE2. MOF is the ITIL fulfillment by Microsoft. One of the advantages of ITL is to have the same terms and a definition of the processes in service and support. It is also important to share a high-level understanding of what ITIL is behind the scenes. Many of our big customers consider and follow actively the ITIL standard. MOF is to see as the interpretation of ITIL with help of Microsoft tools. it is not a formal requirement to have every employee ITIL certified. MOF describes which Microsoft tools could be used in which ITIL process. ITIL consists of books that provide a description of the processes. PRINCE 2 could be used during implementation phase of projects.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. ITIL should be seen as the theoretical frame. It is useful be aware at least of ITIL terminology and differences to the SAP internal use of certain terms.

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)’ . © SAP AG SM100 2-10 . SAP Solution Manager takes care of the execution of the 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 à „ Developed with help of IT service specialists What to consider in establishing and operating IT service management? à „ Based on more than 30 years experience in managing business applications How to execute the processes by using tools in SAP Solution Manager? © SAP AG 2006 „ ITIL provides best practice guidelines for service management. They describe the different processes in IT service management and what has to be considered in establishing and operating these services.7 .&RPELQLQJ :KDW DQG +RZ :KDW . It provides the tools required for running the services.

. supplier and user. It is more the long term planning and improvement of the IT services. „ Very important terms within the processes are customer. He is responsible to fulfill the requirements of the customer. If you have in mind an outsourcer. A customer is a recipient of a service. The service desk is to be seen as an function not as a process./ %DVLV )UDPHZRUN 6$3 6ROXWLRQ 0DQDJHU Í$B£¦©¨coe¦©7Çf§ v3¤¥%#§c ¤s0CvdÎo¦©© ¨§¤C¦R(¢B£¦¥B¥7£¤©'ʤ§¦ Îe¦©C ¨§¤£¦%YÏ©u$4“02ɧc ¤©'PÏ¥9A@¥B§¦¥7£¤£Ï%902¦v“e7H 4&B%Y 0¦ Îe¦©C ¨§¤£¦%Ðd4&¤§¦©¨Ê Ë¦B£c #%   9f@¥B£¦£7©¤E(¢B£¦CB7£¤©'E¤£¦ 9Ä02¦Y4“02cec`e¦C7sÅ(¢0d¦§ &024e¦©7 "d¤§4&S£ %¤Ef¥¤S¥¤£c(¢B£¦¥B©7£¤¥'P¤£¦% 9 B£¡¥B  ˜#E(IB£¦¥B¥7£¤C'E¤£¦¥ F  ÄS©B§ec B§É£`ce &#E(¢BC¦¥BC7£¤©'ʤ§¦% 9Ä02¦Y`¦§H§ &#E(ËB£¦©B©7©¤C'̤C¦ "$¤£4&S£ ¤PT$¤ V È Message Handling È Notes and SAP Note Assistant È SAP Support Packages È Reporting "R02ceHY 02¦E(ËB ¦¥B7§¤£4R(I02¦§ 3024Y6¦C7 (SAP Alert Monitoring RZ20) 9A@¥B£¦©7£¤ÊDF¤¥GH©¤%¥2(IB§¦¥B7 ¤©'ʤ£¦¥ "ÄfbB£¦C¨Ê"U0dceHYe0 ¦PDR¤§¡C04&“e¦£7 "2 ÆuÇ"R¤£4rS§ ¤% È Solution Management Assessment È Solution Management Optimization È EarlyWatch Alert / GoingLive © 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. Support delivery and Application management. © SAP AG SM100 2-11 . The user is a person who uses the service on a daily basis. provider.g. another Hardware provider. • Delivery are all processes which are necessary to offer the service support.g. May be there exist underpinning contracts with a third party e./ DQG 6$3 7RROV . These partners are called supplier. 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. The outsourcer would be the provider. ITIL consists at the moment of descriptions for Service Support. • Service Desks is an exception within the ITIL processes.7.7. the Hot line which deals with incoming incidents. These are e.

Furthermore it shows the connection from the Service Delivery to the Service Support (the Change Management and Incident Management).7 0DQDJHPHQW Capacity data "R¤C4&S£ %¤Ef¥¤S©¤Cc (¢B§¦%B©7£¤¥'̤£¦% SL and Solution Reporting Performance and availability 9FB£¡¥B§ ˜# (ËB§¦¥B¥7C¤©'E¤£¦ EarlyWatch Alert. Quick Sizer 9Ä02¦%€`¦§H§ &# (¢B§¦%B©7£¤¥'̤£¦% Change request Change request  qS¥B§ec B§É§ece &# 'ÊB£¦¥BC7C¤©'ʤ§¦ Solution Monitoring Î ÐÇѧ`¦¥B£¦©£ BCc (IBC¦¥B¥7C¤©'P¤C¦§Ò Service Desk Accounting 9A@¥B£¦C7C¤ (¢B§¦%B©7£¤¥'̤£¦% .7 . © SAP AG SM100 2-12 .6HUYLFH 'HOLYHU\ ZLWK 6$3 6ROXWLRQ 0DQDJHU .QIUDVWUXFWXUH Îe¦©C ¨§¤§¦ (¢B£¦¥B7£¤©'E¤§¦ Ó Ô©Ó ÕËÖ¥×6ØÙ}Ú}Û}ÛÜÚ}Û ä©Ø©ê çãé3æ Ø¥ëfìFíåëÝíÝîÚå×ÔØ%Ø¥ê Û © SAP AG 2006 ÙÝØÜÞÝÚ×`ÚàßIáãâfä¥Úå×eÞæ Ù}Úqä§çåè%èÝØ©×eé ï1ð èàí×eé&ê âfÙ}ØÜÞÝÚ×`Úàß „ „ This slide shows the different ITIL processes from the Service Delivery area and the tools supported.

** Change authorization Central system data and Customizing Ó Ô©Ó ÕËÖ¥×6ØÙ}Ú}Û}ÛÜÚ}Û ä©Ø©ê çãé3æ Ø¥ëfìFíåëÝíÝîÚå×ÔØ%Ø¥ê Û © SAP AG 2006 ÙÝØÜÞÝÚ×`ÚàßIáãâfä¥Úå×eÞæ Ù}Úqä§çåè%èÝØ©×eé ï˜ï1ð æ ëqßåÚñÞàÚåê Ø©èàòfÚëãé .2. Service requests Problems ö ©¥ £ø£öû  ù¢õ§ö%õ©÷£ø¥úÌø£ö%û Service Desk õ ¥ õ ÿ ¥ ¥§ û¦ ¢¤£ ¡ ùIõCö¥õ¥÷Cø©úPø£ö%û Incidents óq© õ ¨¥ õ ¥  û¦ ùËõ£öõ¥÷£ø©úÌø£öû Requests for change üRý3þ2¡ ÿ   ø©ú ù¢õ£ö¥õ÷£ø©úÌø£öû Service Desk Request for change Request for change ófô¥õ§ö©÷£øÊù¢õCöCõ¥÷£ø©úEø§öû Note Assistant. They need standardized methods to do the changes fast and controlled. For each RfC (Request for change) a priority and a category is to be defined. The priority is again the sum of urgency and impact. After the implementation of an RfC the change management has to review the results of the change. Impacts because of the changes should be minimized.6HUYLFH 6XSSRUW ZLWK 6$3 6ROXWLRQ 0DQDJHU .7 (QG XVHU Incidents. Technical view. business view. Does the change fulfill the request? „ „ „ © SAP AG SM100 2-13 . The change management is responsible to make changes requested by problem management for solving problems.7 . Customer. The change advisory board is the community which decides about major and immediate RfCs. The category depends on the necessary resources for implementing the changes. It has to pay intention to the different views: Users. Change Request Management ó þ ö !¥ # ÷ " ý õ¥û$¥ þ öEù¢õ§ö%õC÷ ú&%  Change authorization ø  % ø õ©øÊù¢õ§ö%õC÷£ø©úÊø öû Upgrade Managm. and is designed closely to support the ITIL scenario.QIUDVWUXFWXUH „ „ The change management component is new in the SAP Solution Manager 3.

• Mapping of Business Processes to IT Landscape 0RQLWRULQJ 36¨¥ø ý õ¥û˜ø ø ¨  þ ¦ '  • Test Workbench • Global Roll-Out • Customizing Synchronization 0 "¥    • Implementation of mySAP based on Business Processes • Central Documentation of Implementation Project • Setup Business Process Monitoring • System Monitoring • Business Process Monitoring • Central System Admin.$SSOLFDWLRQ 0DQDJHPHQW ZLWK 6$3 6ROXWLRQ 0DQDJHU 7C9 Ú 8©çÜæ ×`ÚÜòÚëñé`Û  ø1#"¥ ý ø©úEø£ö¥û2 áçñÛ%æ ëñÚ}ÛàÛtè%×6ØÙ}ÚãÛÝÛÝÚñÛ • Change Request Management 34¨%û$¥ ú&¥ 5åø • SAP Services • Upgrade Management • Change Management • Optimization Projects ø )¥ ÷dö ' ( • Business Blueprint. © SAP AG SM100 2-14 . • Central System Data. Weitere Infos zu den Prozessen und Tools sind im Word-Dokument zu finden. • EarlyWatch Alerts Ó Ô©Ó ÕËÖ¥×6ØÙ}Ú}Û}ÛÜÚ}Û ä©Ø©ê çãé3æ Ø¥ëfìFíåëÝíÝîÚå×ÔØ%Ø¥ê Û © SAP AG 2006 „ „ Diese Folie zeigt die verschiedenen ITIL Prozesse aus dem Bereich Application Management und durch welche Tools sie unterstützt werden.

$YDLODEOH )XQFWLRQDOLWLHV 0RWLYDWLRQ 6XSSRUW IRU .7./ 3URFHVVHV $YDLODEOH )XQFWLRQDOLWLHV 5HOHDVH 6WUDWHJ\ © SAP AG 2006 © SAP AG SM100 2-15 .

SAP Solution Manager provides a variety of centralized services both for implementing and operating your SAP solutions. that you can ensure consistency within your landscape. The advantages are that you have a central point of access. © SAP AG SM100 2-16 . customer and 3rd-party applications based on SAP NetWeaver. as well as other applications. serves as a central instance within the solution landscape to manage the complete solution. 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 † † † runs on SAP basis technology can service all SAP technologies integrates non-SAP products and 6$3 6ROXWLRQ 0DQDJHU 5 &50 $32 @BADCFEHGIQP G(RTS GTU † centralized: V V V V V V V V Process description Documentation Testing Configuration and Customizing Note handling Monitoring Service delivery and execution Landscape definition © SAP AG 2003 2006 „ „ „ „ SAP Solution Manager. As central instance. and that dependencies between different components are taken into account.

and life-cycle-oriented approach and should therefore be actively used at all customer sites. solution management and other best-of-breed solutions. If a best-of-breed product is chosen because it offers more functionality in a specific area. process. © SAP AG SM100 2-17 . but to coexist and bring additional value to the customer. We think that the SAP Solution Manager offering is compelling because of its integrated. operation and optimization of SAP solutions Is delivered as part of your annual maintenance fee ø  ÷£ø W ö  þ XY  T ` ø(û ùIõ£öõ¥÷£ø¥úPø£ö%û ù¢õCö¥õ¥÷Cø©úPø£ö%û Implement ø û ü$ý“b þ a ù¢õCö¥õ©÷©øCúÌøCöû d ) þ   "û!¥ þ ö ù þ  ö ¥ û þ2ý ¥6ö¥÷ fhg#iqpsrqtui¡i vxw€y‚qtui¡i W ö þTXc  øT§  ÷£ø `dý õ§örø ý Optimize dRø ý§£ ¥ %ø  e ' ø(¡ ' dRø ý£ ¥ ø ø  ¥£ ø ý ¦ óAô¥õCöC÷£ø ùËõ£ö¥õ©÷©øCúÌøCöû © SAP AG 2006 „ „ „ „ The SAP Solution Manager is NOT positioned against existing knowledge management.7KH 6$3 6ROXWLRQ 0DQDJHU $SSURDFK 7KH 6$3 6ROXWLRQ 0DQDJHU LV D QHZ W\SH RI DSSOLFDWLRQ ZKLFK« † † † † † 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 Contains best practices for implementation. we recommend to evaluate the SAP Solution Manager nevertheless. Our strategy is not to replace existing software products at customer sites.

maintenance and improvement activities 6LJQLILFDQW UHGXFWLRQ RI 7&2 RI P\6$3 (53 © SAP AG 2006 © SAP AG SM100 2-18 .6$3 6ROXWLRQ 0DQDJHU IRU P\6$3 (53 +RZ LV 6$3 6ROXWLRQ 0DQDJHU WHFKQLFDOO\ OLQNHG WR P\6$3 (53" „ Installations and Upgrades to mySAP ERP ONLY possible if SAP Solution Manager is installed at customer site :K\ 6$3 6ROXWLRQ 0DQDJHU IRU P\6$3 (53" „ Optimal access to all support services „ Faster issue resolution through optimal collaboration with Active Global Support „ Faster implementation and more efficient operation of mySAP ERP „ All available implementation and upgrade content included „ Optimal support of all operations.

VVXH 7UDFNLQJ  0RQLWRULQJ  5HSRUWLQJ 5RDGPDSV 3URMHFW $GPLQLVWUDWLRQ © SAP AG 2006 „ „ Solution Manager for Implementation Procedure Model (Roadmaps) • Focus: product-specific information..PSOHPHQWLQJ 6$3 6ROXWLRQV ² 3URFHVV LQ 'HWDLO ø û üRý&þ a © ø ¨©õ ý õ%û$¥ þ ö üRý ¡ 0 "¥`ö©ø  0x  "ø¨ ý ¥oöû ó þ  ö …¥e÷#" ý © õ û$¥ þ ö ¥eö©õ  ¥üdý ø©õ ý õ%û$¥ þ ö õ † öˆ‡ þ‰ ¥ £ ø C 6$3 6ROXWLRQ 0DQDJHU • •  ø $¥`ö©ø„¨ ' ( ø %û ý“þ a T dRøû!"¨Y¦(¥ûrø©ú õ£öT©©%  õ¡¥ ¨ ø  • B  "  ¥eöCøc©"û þ úEø ' ø !  ø þ þ ¥û$¥ þ ö ÿ õ¥ d Æ  ø((©  ø ¢ ü ¨ ý&þ % ö ý •¨ ó þ ö$¥ ÷B" ý ø ý“þ %ø¥ø • h"( dq¦§ ö Cô ý“þ ö¡¥ 5Üø ó û$%ƒ¥ø%ûrû!¥eöC÷©  ø(©ø( ýþ  3 `dý õ¥eö¡¥6ö¥÷ • • ø %û‚¨ ` ( . 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. status and issue tracking © SAP AG SM100 2-19 . process-oriented configuration and testing.

6$3 6ROXWLRQ 0DQDJHU DV FHQWUDO FROODERUDWLRQ KXE 6$3 &XVWRPHU d ¢Æü Experts ó þ ö"   $ û ¥eöC÷ 6ROXWLRQ /DQGVFDSH SAP Solution Manager Service Marketplace Knowledge hQh…ij ixfsfsd d ‘…‘…’g ’”“ “ƒ•— •—–™ –™˜ ˜ d2d2e ef f ‘Q‘Q’g ’g“ƒ “ƒ’k ’k“Q“Ql l ‘Q‘Q’” –$–…p p m m mnmne eo o ’d2ge “ qn “( d2e qn• • 6HUYLFH .QIUDVWUXFWXUH $SSOLFDWLRQ 0DQDJHPHQW ü õ ý ûYö¥ø ý ó þ  ö )"   û$¥6ö¥÷ ó "%û þ úEø ý r ó þ ús¨øû&øCö©%øsóø£ö%û3ø ý © 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 2-20 .

Their IT landscape contains the applications we’ d expect to see – some SAP and some not. and that is its role as a gateway to SAP’ s Active Global Support (AGS) organization and the network of over 12. and the IT group’ s charter – to implement. if a CIO could maximize these four goals then the chances of success in their mission would be significantly increased. operate. transparency. However. and so on. the customer’ s IT landscape is connected to the SAP Solution Manager. a single user interface (for ease of use). 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.6$3 6ROXWLRQ 0DQDJHU ² 9DOXH 3URSRVLWLRQ &ROODERUDWLRQ &XVWRPHU xbysy&æ Ùåæ Ú%ë}Ùãâ äU … Ö †CÚñÞÝÚê Ø©èåòÚåë}é ä(U … Ö w çãÛÝéXØò †©Ú}Þ}Ú%ê Ø¥èåòÚëñé ä …Uh  Ö …2Ùñé&æ ÞàÚ ê Ø©áÝíêãä§çåè%èÝØ©×eé ä…UÖ Ø¥ëãÛçÜê é&æ ë}î ‡ w Ó òÆè%ê ÚåòÚëñéoíñé&æ Ø¥ëØby ä …UÖtä©Ø©ê çñé&æ Ø¥ëãÛ C  ä Ø¥ê çñé&æ Ø¥ë ìU¥ Ø ëæ éoةטæ ëÝî † æ íÝî©ë}ØåÛ}é3æ Ù Û 6$3 6ROXWLRQ 0DQDJHU w#‹ íåëàîÜÚ 7©Ú98©ç}Ú}Û}é ìRíë}íàîòhŒ Š èÜî¥×`íàßÚÄb Øy ä(…UÖtäCØ©ê çãé3æ Ø¥ëñÛ †©Ú%ê æ ÞÝÚ× âƒ Øy ä(…UÖtä©Ú× Þæ Ù}ÚÝÛ ÔC×6íåëñÛ%èñí%×eÚ%ë}Ùã⠀  {”‚”|  |9ƒ9 0 "¡¥eö©ø((  ø( üRý3þ  z©{g € ©€ „ | w ó þ2ý ø z{v|9}v~b9| äU … Ö xߥçàÙñí}é&æ Ø¥ë ä(F … Ö ˆCØÜÛÝé3æ ëÝî ä¥Úå×eÞæ Ù}Ú †©Úñ ۉ Ø©ëãé3×6Øê t%ê Úvu%æ á%æ ê æ é`â ddû&õCöT§õ ý #¥ 5øˆŽ¥`ö%û3ø÷ ý õ¥û&ø õ©¨¡¨   ¥  õ%û$¥ þ ö úÌõ£ö¥õ©÷Cø©úPøCöû 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. as well as the applications. and flexibility. The goals of the CIO are represented in black in this box – efficiency. 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. Moving to the left. control. SM100 2-21 „ „ © SAP AG . and which comes at no extra cost as a part of their SAP Standard Support. and maintain separate software and hardware solutions that provide these functions. (These are the four core value props that SAP Solution Manager provides) That is. there’ s an additional benefit with SAP Solution Manager. etc).000 professionals we can call upon to assist our customers. which in turn means we can respond faster and more accurately than otherwise. implement. and continually optimize these processes. 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. In the center of this landscape we have the core business processes that drive the company. These business processes are core function within SAP Solution Manager and replace the customer’ s need to purchase. SAP Consulting. The importance of SAP Solution Manager in both cost and efficiency terms cannot be over-stated. This unique solution stack logs the information AGS needs to address a customer’ s OSS issue. AGS is able to interact with a number of SAP organizations to ensure that our customers receive the right assistance at the right time. These organizations would include SAP Development. That is. Specifically (on the far left-hand of the slide).

 Test management €  {k‚g|  |‘ƒv  System monitoring  EarlyWatch Alert  Service level reporting  Business process monitoring  Central system administration z{v|9}v~b9| 6HUYLFH GHVN for messaging Diagnostics  SAP Methods & Tools 8SJUDGH RI 6$3 VROXWLRQV  E-learning mgmt.6$3 6ROXWLRQ 0DQDJHU 6FHQDULRV .PSOHPHQWDWLRQ RI 6$3 VROXWLRQV 6ROXWLRQ PRQLWRULQJ  SAP Methods & Tools  Global rollout  Customizing sync. &RUH %XVLQHVV 3URFHVV  Best Practices  Test management 'HOLYHU\ RI 6$3 VHUYLFHV z©{g € ©€ „ |  Solution Manager  Onsite/remote delivery  SAP Safeguarding &KDQJH UHTXHVW PDQDJHPHQW  Follows ITIL standards processes  Maintenance © SAP AG 2006 © SAP AG SM100 2-22 .  E-learning mgmt.

g. CRM.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. © SAP AG SM100 2-23 . 0RQLWRULQJ „ Licenses to implement or monitor customers own non-SAP solutions are included in the standard maintenance fee as well . BI and KW licenses.6$3 6ROXWLRQ 0DQDJHU  /LFHQVLQJ *HQHUDO „ All licenses to support customers own. e. licensed SAP systems are included in the standard maintenance fee.

5HOHDVH 6WUDWHJ\ 0RWLYDWLRQ 6XSSRUW IRU ./ SURFHVVHV $YDLODEOH )XQFWLRQDOLWLHV 5HOHDVH 6WUDWHJ\ © SAP AG 2006 © SAP AG SM100 2-24 .7.

Monitoring & Distribution Upgrade Change Request Management ø  ¥ ø õø4—%˜ Front-end to SAP Service Infrastructure Cooperation + Continuous Improvement ÿ ø£ö¥ø$¥ û™B¥ ú¨ ýYþ£ øCúÊø§öû Mitigate Risk Pro-active Monitoring Accelerate Optimize Implementations IT Support Manage Technical Change Optimize Collaboration with SAP Services © SAP AG 2006 © SAP AG SM100 2-25 .(YROXWLRQ IURP $6$3 WR 6$3 6ROXWLRQ 0DQDJHU 6$3 6ROXWLRQ 0DQDJHU  ¥`ö¥ û$¥ õ   ø   ø õ¥øY’©%”“  ø   ø%õ©øc’©% ’  ø   ø õø–•T%s“  ø   ø õ¥øY•©% ’   þ ú¨ þ öø§öû Solution Implementation Service Desk.

it will move into customer-specific maintenance. and implementing continuous improvement processes.2 will stay in mainstream maintenance until March 2009. The mass shipment of SAP Solution Manager 4.0 is focusing on optimizing support processes. SAP Solution Manager 4.5HOHDVH 6WUDWHJ\ DQG 0DLQWHQDQFH ¸º¹»¼x½&¾)¿‚½ ÀTÁÁ »¼j½ ÕqÖ×QØÙÖÚÛÖÜ Á ÃÄ”È Å”Æ”Ç Æ Ã§Ä”È ÅgÆsÇ Æ ìFíåæ ëñÛÝé&×`ÚÝíàòhÉoìRí%æ ëñéoÚåëÝíåëàÙñÚ ìRí%æ ëñÛ}é&×`ÚÝíÜòhÉ6ìUíåæ ëñéoÚë}íëÝÙ}Ú ­ °·Ì°§Ì ˜vÊQ ¶Ë´ ·n­ °2·¶2·Q³s° Í Î ÏgÐÑ”Ò—Ð—Ó ­ °·Ì°§Ì ˜9ÊQ ¶n´Ë ·s­ °·¶·§³n° Í Î Ï—ÐTÑgÒgÐ—Ó ­ °2·§Ì§°Ì ˜vʧ ¶´Ë ·n­ °n·§¶2·Q³n° Í Î Ï—ÐÑkԀÐgÓ ­ °·2̧°Ì ˜9ʧ ¶2Ë´ ·s­ °·¶·§³n° Í Î Ï—ÐTÑgÔgÐ—Ó •€«§¬”­ ®Q¯‘°2±$¬²°2³´ µ ´ ³ ˜k¶´ ·s­ °Q·n¶§·³n° •—«2¬s­ ®…¯9°±!¬²2°n³§´ µ ´ ³ ˜v¶´ ·n­ °§·2¶§·2³2° × à Ýá »¡¼j½–»)ÝÞ”ß € ârÚ á ÚãÖÜ Â å Á »¡¼j½–»)ÝÞ”ß ×€à Ýá ârÚ á ÚãÖÜ#äå À »¡¼j½–»)ÝÞ”ß ×€à Ýá ârÚ á ÚãÖÜuä©ånæ ÃÄ”È Å”Æ”Ç Æ Ã§ÄsÈ Å”Æ”Ç Æ Ã§Ä”È ÅgÆsÇ Æ ìUíæ ëãÛÝé3×`ÚÝíàòjÉoìUíæ ëãéXÚåë}íåëàÙñÚ •€«§¬”­ ®Q¯‘°2±…¬§²°2³´ µ ´ ³ ˜9¶n´ ·s­ °Q·n¶§·³n° •€«§¬”­ ®…¯9°±Q¬§²§°n³´ µ ´ ³ ˜9¶2´ ·n­ °·n¶Q·2³n° ìRíæ ëñÛÝér×6Ú}íÜòjÉXìRíæ ëñé6Úë}íë}ÙÝÚ •g«2¬”­ ®…¯9°±Q¬Q²°n³´ µ ´ ³ ˜9¶2´ ·n­ °·¶·2³2° ¥ ¦§ š‘›v›v£ š‘›v›v¤ ìUíæ ëãÛ}é3×eÚàíÜòjÉoìUíåæ ë}é6Ú%ëñíëÝÙ}Ú ¥ ¦§ ¥ ¦§ š‘›9›”ž š‘›v›vŸ ¨ ©ª ¥ ¦§ ¥ ¦§ ¨ ©ª š9›(œ™› ¨ ©ª š9› œvœ š‘› œ™š ¨ ©ª š‘› œ€ ¨ ©ª š‘›(œ!ž š‘›9›k š‘›9›k ¡š9›‘›”¢ © SAP AG 2006 „ „ „ The Mainstream Maintenance of the SAP Solution Manager 4. Afterwards.0 is geared to the Extended Maintenance of the SAP NetWeaver 04 release. collaboration. SAP Solution Manager 3.0 has started in April 2006. © SAP AG SM100 2-26 .

and document and manage their implementation. and import to your production systems.QIUDVWUXFWXUH çr• ™s˜é SAP Solution Manager required for root cause analysis of all SAP solutions Corporate functionality only via SAP Solution Manager Mass shipment SAP Solution Manager 4.5RDGPDS IRU 6$3 6XSSRUW .0 纓9™s˜é çj—™s˜è çr• ™s˜è WebAS 7.20 Solution Manager Diagnostics WebAS 6.2 mySAP ERP 2004 requires SAP Solution Manager Improved message entry process via SAP Support Portal Mass shipment Solution Manager Diagnostics ¢ ¨ ý ù¢õ ý ˜è ˜è SAP Solution Manager 3. SAP Solution Manager 4. &RQWLQXRXV LPSURYHPHQW services: The SAP Solution Manager has detailed information about your solution.40 ø 4˜(— '  © 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. „ „ © SAP AG SM100 2-27 . it will allow you to implement support packages and SAP notes end-to-end. If your SAP competence center selects the new continuous improvement service offering.0 will provide functionality to automatically identify relevant patches.2 WebAS 6.00 Solution Manager Diagnostics required for root cause analysis of Java based SAP solutions Mass shipment SAP Solution Manager 3. 7HFKQLFDO LQWHJUDWLRQ of Solution Manager Diagnostics into the SAP Solution Manager platform.0 SAP Solution Manager 4. and will actively work with you on a regular basis to solve your business-critical SAP issues. testing.0 Start of Ramp-Up SAP Solution Manager 4. For example. an appointed SAP contact will be named.0 release will offer functionality to assist you with your major application management tasks. such as key business processes and the SAP system landscapes.

„ © SAP AG SM100 2-28 .QFUHDVLQJ UHOLDELOLW\ RI . 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.6$3 6ROXWLRQ 0DQDJHU  .1 SP20) is WHFKQLFDOO\ UHTXLUHG to perform any upgrade or installation of mySAP ERP 2004. 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. It enables new levels of business process and technology integration while laying the foundation for incremental evolution of your solution.H\ %HQHILWV „ 'HOLYHUHG DW QR DGGLWLRQDO FRVW „ .7 VROXWLRQ „ 5HGXFLQJ FRVW RI LPSOHPHQWDWLRQ RSHUDWLRQV DQG FKDQJH PDQDJHPHQW SURMHFWV „ $FFHOHUDWLQJ WLPH WR EHQHILW „ /HYHUDJLQJ H[LVWLQJ . In addition. a SAP Solution Manager system (minimum requirement 3.7 LQYHVWPHQWV „ $YDLODEOH IRU H[LVWLQJ 6$3 VROXWLRQV © SAP AG 2006 „ mySAP ERP 2004 is designed to meet today’s changing demands on ERP.

content. 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. seamless ‚health checks‘ for the customer‘s SAP landscape and core business processes. • Control – this is a critical and elusive target for a CIO.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. • 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. • 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. as well as providing a gateway to SAP‘s support. Inevitably. This gateway function is important because it leverages the EarlyWatch alerts which are automated. © SAP AG SM100 2-29 . such a degree of control will lower the time it takes to achieve a return on the implementation of SAP Solution Manager. and services … scenario driven … full integration © SAP AG 2006 „ These four points represent the core value proposition of SAP Solution manager.

6ROXWLRQ 0DQDJHU 2YHUYLHZ 8QLW 6XPPDU\ „ ([SODLQ WKH JHQHUDO DQG UHOHDVH VWUDWHJ\ RI WKH 6$3 6ROXWLRQ 0DQDJHU „ *HW DQ JHQHUDO RYHUYLHZ RI WKH 6$3 6ROXWLRQ 0DQDJHU IXQFWLRQDOLWLHV „ 'HVFULEH WKH DQGDYDQWDJH RI WKH 6$3 6ROXWLRQ 0DQDJHU <RX VKRXOG QRZ EH DEOH WR © SAP AG 2006 © SAP AG SM100 2-30 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 3-1 .

6 „ 6HWXS \RXU V\VWHPV LQ WUDQVDFWLRQ 606< „ *HQHUDWH WKH QHFHVVDU\ 5)& FRQQHFWLRQV „ 8VH WKH 6ROXWLRQ 'LUHFWRU\ ƒ 6HWXS %XVLQHVV 3URFHVVHV ƒ 6ROXWLRQ $WWULEXWHV ƒ /RJLFDO &RPSRQHQWV ƒ &UHDWLQJ 6ROXWLRQ /DQGVFDSHV © SAP AG 2006 © SAP AG SM100 3-2 .2EMHFWLYHV ´6HWWLQJ 8S 6ROXWLRQ /DQGVFDSHVµ $W WKH FRQFOXVLRQ RI WKLV XQLW \RX ZLOO EH DEOH WR „ 'HVFULEH WKH XVH RI 6/' DQG 706  /.

6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6$3 6ROXWLRQ 0DQDJHU LQ 6\VWHP /DQGVFDSH 6\VWHP /DQGVFDSH 7UDQVDFWLRQ 606<.

*HQHUDWH 5)&'HVWLQDWLRQV /RJLFDO &RPSRQHQWV %XVLQHVV 3URFHVVHV 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 'LUHFWRU\ © SAP AG SM100 3-3 .

6\VWHP /DQGVFDSH 'LUHFWRU\ 6/'.

6\VWHP /DQGVFDSH 'LUHFWRU\ 6/'.

QIUDVWUXFWXUH ƒ 6$3 1HW:HDYHU 'HYHORSPHQW .W SURYLGHV LQIRUPDWLRQ WKDW LV UHTXLUHG IRU D YDULHW\ RI DSSOLFDWLRQV DQG SURFHVVHV ƒ 6RIWZDUH /LIHF\FOH 0DQDJHPHQW ƒ 6$3 ([FKDQJH . „ .QIUDVWUXFWXUH ƒ 6\VWHP 0DQDJHPHQW ƒ /DQGVFDSH UHODWHG VXSSRUW VHUYLFHV EDVHG RQ 6$3 6ROXWLRQ 0DQDJHU.

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

6$3 6ROXWLRQ 0DQDJHU 6\VWHP /DQGVFDSH DQG 6/' „ $OVR 6$3 6ROXWLRQ 0DQDJHU SURYLGHV D V\VWHP GDWD UHSRVLWRU\ 7UDQVDFWLRQ &RGH 606<.

„ %RWK V\VWHP GDWD UHSRVLWRULHV 606< DQG 6/' FDQ EH XVHG LQGHSHQGHQWO\ RI HDFK RWKHU „ 6\QFKURQL]DWLRQ SRLQWV H[LVW 606< FDQ UHDG GDWD IURP 6/' „ 7KH XVH RI WKHVH UHSRVLWRULHV GHSHQGV XSRQ FXUUHQW FXVWRPHUµV ODQGVFDSH ƒ .QIUDVWUXFWXUH HWF.I WKHUH DUH RQO\ $%$3 FRPSRQHQWV LQ SODFH Æ 6/' LV RSWLRQDO ƒ .I WKHUH DUH DOVR -DYD FRPSRQHQWV LQ SODFH 6$3 1HW:HDYHU (QWHUSULVH 3RUWDO 6$3 1HW:HDYHU ([FKDQJH .

automatically with this data.6. to get system data for the 6ROXWLRQ 0DQDJHU 6\VWHP /DQGVFDSH. Æ 6/' LV PDQGDWRU\ © SAP AG 2006 „ „ „ „ „ „ „ You set-up the automatic data transfer from the Landscape Information System (LIS) and the System Landscape Directory (SLD). 3UHUHTXLVLWHV For using the /DQGVFDSH .QIRUPDWLRQ 6\VWHP /.

database and system data „ For using the 6\VWHP /DQGVFDSH 'LUHFWRU\ 6/'.: • 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. The SAP Solution Manager can get server.

© SAP AG SM100 3-5 .: • You have setup the System Landscape Directory (SLD).

5HTXLUHPHQWV • <RX KDYH LQVWDOOHG D 6ROXWLRQ 0DQDJHU 'RXEOH 6WDFN A connection to send system data to SLD is created automatically. This server will wait for ABAP calls. • The user SAPJSF is assigned in the Visual Administrator. This User is used to read data from SLD. © SAP AG SM100 3-6 . • 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.(VWDEOLVK &RQQHFWLRQ IURP 6$3 6ROXWLRQ 0DQDJHU WR 6/' © SAP AG 2006 „ The Solution Manager system data should be saved in its SLD.

clients and software components in the systems. SLD gets server and database data independently of the transport domain. if SLD is set-up in your system landscape. The Landscape Information System (LIS) only gets data about system names. for systems in the transport domain. To access the 6\VWHP /DQGVFDSH 'LUHFWRU\ 6/'.6HWXS 'DWD 7UDQVIHU 2SWLRQ 6ZLWFK WR 6/' DV V\VWHP GDWD UHSRVLWRU\ „ 7R EH GHILQHG LQ WUDQVDFWLRQ 606<B6(783 © SAP AG 2006 „ You should choose the System Landscape Directory (SLD) as the source for the data transfer.

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

6706 RU 6/' /DQGVFDSH .QIUDVWUXFWXUH 6HUYHU /.6  706.$XWRPDWLF 6\VWHP 'DWD &DSWXULQJ XVLQJ /.

V WKH FHQWUDO LQIRUPDWLRQ SURYLGHU LQ D V\VWHP ODQGVFDSH 6\VWHP /DQGVFDSH 'LUHFWRU\ 6/'. „ 5HDGV WKH GDWD IURP WKH 7UDQVSRUW 0DQDJHPHQW V\VWHP ZKHUH DOO V\VWHPV LQFOXVLYH WKH 6$3 6ROXWLRQ 0DQDJHU EHORQJV WR „ .

QIUDVWUXFWXUH . „ 6/' VKRXOG EH XVHG LI 6$3 ([FKDQJH .

HHSV LQIRUPDWLRQ DERXW DOO DYDLODEOH 6$3 SURGXFWV FRPSRQHQWV DQG YHUVLRQV © SAP AG 2006 „ Systems outside of LIS and SLD can not be imported automatically. application server or new system) has changed and updates this data in transaction SMSY. If you have systems outside of LIS and SLD. © SAP AG SM100 3-8 . LV DOVR LQ XVH „ &DQ UHJLVWHU DQ\ WKLUGSDUW\ SURGXFWV LQ WKH V\VWHP ODQGVFDSH „ . you will need to maintain the configuration manually. The job will check whether system data (client.

6706 DQG IURP 6/'" 'DWD UHWULHYHG IURP /. „ The FRPSRQHQW LQIRUPDWLRQ describes the building blocks of solutions and their possible combinations and dependencies. The content of the landscape description is created during the landscape implementation and automatically maintained through the whole software life-cycle. see SAP Note 669669.:KLFK GDWD LV UHWULHYHG IURP /. The various types of dependencies between building blocks play an important role in landscape implementation. change management and solution validation. It describes the world of installable landscape elements.for more information about updating the component information.6 „ )RU $%$3 V\VWHPV 'DWD UHWULHYHG IURP 6/' „ )RU $%$3 V\VWHPV † "R#%&¤¥'‡¦¥B©'ˆ¤ † "R#%&¤¥'‡¦§HC'‰¥¤C4 † (I¤¥B©7©¤s¥¤C4&SC¤C4 † 9tce ¤£¦r’‘3`¦v&0243'PB€ 02¦1vY4Y0§' £ce ¤C¦¥§rB§‰§c ¤”“§ww¥w• †—– ¦¥˜B c`c ¤¥¨’C0£v˜™i¢B£4d¤b¥0'a¡©02¦¥¤§¦˜ „ 7KLV GDWD LV FROOHFWHG IRU DOO V\VWHPV HPEHGGHG LQWR WKH WUDQVSRUW GRPDLQ RI 6$3 6ROXWLRQ 0DQDJHU „ )RU -DYD V\VWHPV † "$#r¤©'e¦%BC'ˆ¤ † "$#r¤©'e¦CHC'‰¥¤£4 † (¢¤%%©B¥7£¤1¥¤§4rS©¤£4 † 9Ace ¤£¦%&”‘&6¦%v304d'ˆB%Ye0 ¦1v€4d0 ' Cc` ¤£¦¥£&B ‰Cc ¤b“ w%wCw%• †f– ¦%rB cec ¤¥¨E©0£v˜Xi¢B£43¤s0'a¡©0d¦¤¦%X g 43¤£c ¤B%C¤CgB§¦©¨¡¥BdC@Ec ¤S¥¤£c  † – ¦%rB ¦¥%¤¥s0£v§Y@©¤I¥#¥r¤©' † "R¤£4&S¤£4r”B¥§ 7¦¥¤©¨”30”€@C¤’e¦¥rB§¦©¤© † "R¤£4&S¤£42¨£B%rB † TRB˜B§‰©B¥¤”0CvBI©#r¤C' † "R¤£4&S¤£420Cv B’¨©B˜B ‰¥B%©¤ † – ¦%rB ¦¥%¤¥s0£v§Y@©¤I¥#¥r¤©' † "R¤£4&S¤£4r”B¥§ 7¦¥¤©¨”30”€@C¤’e¦¥rB§¦©¤© † "R¤£4&S¤£4R430c ¤%”‘˜˜#§¡¥¤%©• † – ¦%rB cec ¤¥¨E©0£v˜Xi¢B£43¤s0'a¡©0d¦¤¦%X£g 43¤£c ¤B%C¤CgB§¦©¨¡¥BdC@Ec ¤S¥¤£c  © SAP AG 2006 „ „ The System Landscape Directory (SLD) contains two kinds of contents: the FRPSRQHQW LQIRUPDWLRQ and the ODQGVFDSH GHVFULSWLRQ: The ODQGVFDSH GHVFULSWLRQ provides an exact picture of installed landscape elements including the connections between the systems. © SAP AG SM100 3-9 . The content of the component information is delivered by SAP and can be updated .

6\VWHP /DQGVFDSH 'LUHFWRU\  &RQWHQW 7KUHH FDWHJRULHV &RPSRQHQW UHSRVLWRU\ &5.

/DQGVFDSH GDWD /'.

„ FOLHQWV „ VHUYHUV „ 3URGXFWV DQG VRIWZDUH FRPSRQHQWV „ 6\VWHPV DQG V\VWHP JURXSV „ EXVLQHVV V\VWHPV 1DPH UHVHUYDWLRQ GDWD 15.

0b.g. 4. CIM-Common Information Model -> Skip to next slide „ „ „ © SAP AG SM100 3-10 .0B. 4.1.is important for development if you have reserved name spaces for developed objects. There is a R/3 System version 3. With help of CR content SAP avoid wrong or non existing LD data for SAP products.0C. support packages and it‘s combinations for pre-selections.is the component repository data. For product R/3 there are the allowed version 3.0 GDWD © SAP AG 2006 „ CR.g. LD.these are the concrete descriptions of existing systems e.…this would be CR.1 SID Support Package xxx … NR. „ PDQDJH QDPH UHVHUYDWLRQ IRU GHYHORSPHQW „ &.0 FODVV GHILQLWLRQV „ YLHZ DQG FKDQJH &. e. It includes the possible versions. 4.

V DQ .PSOHPHQWDWLRQ RI WKH 'LVWULEXWHG 0DQDJHPHQW 7DVN )RUFH V '07).QIRUPDWLRQ 0RGHO &.0 „ &.0 LV D FRPPRQ GDWD PRGHO RI DQ LPSOHPHQWDWLRQ QHXWUDO VFKHPD IRU WKH GHVFULSWLRQ RI RYHUDOO LQIRUPDWLRQ LQ D QHWZRUNHQWHUSULVH HQYLURQPHQW „ .6\VWHP /DQGVFDSH 'LUHFWRU\  6WDQGDUGV &RPPRQ .

:HE%DVHG (QWHUSULVH 0DQDJHPHQW :%(0.

0.QIRUPDWLRQ 0RGHO &.QIRUPDWLRQ EDVHG RQ &RPPRQ . LQLWLDWLYH „ '07) DV WKH LQGXVWU\ RUJDQL]DWLRQ OHDGLQJ GHYHORSPHQW DGRSWLRQ DQG XQLILFDWLRQ RI PDQDJHPHQW VWDQGDUGV DQG LQLWLDWLYHV IRU GHVNWRS HQWHUSULVH DQG .QWHUQHW HQYLURQPHQWV „ /DQGVFDSH 'HVFULSWLRQ DQG &RPSRQHQW .

It has become a de facto standard for describing and storing data on a system landscape. SAP is in leadership at DMTF. They founded an initiative called Web-Based Enterprise Management. The common Information Model is one outcome. © SAP AG SM100 3-11 . The System Landscape Directory bases on that CIM. RI WKH '07) © SAP AG 2006 „ „ SLD is the SAP solution of a proposal by Distributed Management Task Force (DMTF).

© SAP AG SM100 3-12 . quality assurance (QA). and upgrade of the SLD is crucial for clients that depend on SLD data. maintenance. and the SAP NetWeaver Development Infrastructure (NWDI). all instances are bound to one central SLD. Nevertheless. WebDynpro applications. +LJK DYDLODELOLW\ concerning operation. and production (Prod). These systems may consist of several instances for development (Dev). Possible SLD clients are the SAP Exchange Infrastructure (SAP XI). The use of only one central SLD for an entire system landscape is shown above. This imposes high demands on the SLD regarding availability and stability.&HQWUDO 6/' IRU DOO 6$3 1HW:HDYHU $SSOLFDWLRQV 6/' +$ &OXVWHU ’6“ ~}‡&…`|”„•R|„†„‡X…`– 6/' 6$3 6ROXWLRQ 0DQDJHU h€idj NetWeaver Development Infrastructure kmlon h€i3j p3q rrs :HE '\QSUR kmlon h€i3j Š€‹Œ2Žy‘m‹ p3q rrs tuUv¢wyxyz{}|~€ ‚ ~„ƒr…`|„†ˆ‡r…r‰„z„‡r‰…e kol5n pdq rrs :HE '\QSUR © SAP AG 2006 „ &HQWUDO 6/' IRU $OO $SSOLFDWLRQV • Simplicity is often the key to robust and easy to handle system landscapes. SAP Solution Manager.

6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6$3 6ROXWLRQ 0DQDJHU LQ 6\VWHP /DQGVFDSH 6\VWHP /DQGVFDSH 7UDQVDFWLRQ 606<.

*HQHUDWH 5)&'HVWLQDWLRQV /RJLFDO &RPSRQHQWV %XVLQHVV 3URFHVVHV 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 'LUHFWRU\ © SAP AG SM100 3-13 .

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

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

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

6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6$3 6ROXWLRQ 0DQDJHU LQ 6\VWHP /DQGVFDSH 6\VWHP /DQGVFDSH 7UDQVDFWLRQ 606<.

*HQHUDWH 5)&'HVWLQDWLRQV /RJLFDO &RPSRQHQWV %XVLQHVV 3URFHVVHV 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 'LUHFWRU\ © SAP AG SM100 3-17 .

3UHUHTXLVLWHV  6DWHOOLWH 6\VWHPV 3UHSDUDWLRQ  &KHFN 8VHU 3URILOHV LQ 6DWHOOLWH 6\VWHPV <RX UHTXLUH D XVHU LQ VDWHOOLWH V\VWHPV ZLWK DXWKRUL]DWLRQV IRU WKH IROORZLQJ IXQFWLRQV „ *HQHUDWH 5)& FRQQHFWLRQV RI WKH 7UXVWHG W\SH DXWKRUL]DWLRQ REMHFW 6B5)&$&/ QRW SDUW RI 6$3B$//.

„ *HQHUDWH 5)& FRQQHFWLRQV DXWKRUL]DWLRQ REMHFW 6B5)&.

LQ WKH VDWHOOLWH V\VWHP DV VSHFLILHG LQ QRWH  © SAP AG 2006 © SAP AG SM100 3-18 .'V RI WKH WZR V\VWHPV PXVW EH WKH VDPH  (QVXUH WKDW WKH 6ROXWLRQ 0DQDJHU LV DEOH WR FROOHFW GDWD IRU 6ROXWLRQ 0RQLWRULQJ LQ WKH VDWHOOLWH V\VWHPV „ 6XSSRUW 6HUYLFHV UHTXLUH WKH DSSURSULDWH 67$3. „ 7R EH DEOH WR JHQHUDWH DQG XVH 7UXVWHG 6\VWHPV WKH XVHU .

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

7. /H/1.12 © SAP AG SM100 3-20 .'!&/17&OLHQW!B5($' DQG 60B6. whenever possible.QIRUPDWLRQ in the 5)& 'HVWLQDWLRQ $WWULEXWHV group box.6.'!&/17&OLHQW!B5($' DQG 60B6.2.4/H/5.'!&/17&OLHQW!B70: „ 60B6.*HQHUDWH 5)& 'HVWLQDWLRQV  .3. or your network contains routers: Choose 5RXWLQJ .'!&/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.g.4/H/5. • Specify the routing information for the direction 6ROXWLRQ 0DQDJHU ! 5RXWHU ! 6HUYHU.8/H/9.12 • 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”. 7UDQVDFWLRQ 606< FDQ JHQHUDWH WKH IROORZLQJ 5)& FRPELQDWLRQV 2SWLRQ  „ 60B6. „ You can specify a server group for load sharing.11.10.8/H/9.3. • Specify any IP address.'!&/17&OLHQW!B%$&.'!&/17&OLHQW!B75867(' SAP Solution Manager ? Satellite system SAP Solution Manager ? Satellite System „ 60B6. If you have not yet created the system message server as a server. This avoids having to logon again every time that you go to a component system when using the SAP Solution Manager. • The following dialog box displays the message server data. when you restart the 6ROXWLRQ 0DQDJHU 6\VWHP /DQGVFDSH transaction.10. it is created automatically and displayed at the left-hand side under /DQGVFDSH &RPSRQHQWV. e. in the 5)& 'HVWLQDWLRQ $WWULEXWHV group box.6. /H/1. e.'!&/17&OLHQW!B70: „ 60B6.11. If this is the selected scenario..2.7. If the specification of the message server is not sufficient to set-up an RFC connection in your network. © SAP AG 2006 Satellite System ? SAP Solution Manager Satellite System ? SAP Solution Manager „ Choose the RFC connection type Trusted System for the SAP Solution Manager. 2SWLRQ  «­¬q®›¯ ° 6.g.

*HQHUDWH 5)& 'HVWLQDWLRQV  .. 7KH IROORZLQJ RSWLRQV DUH DYDLODEOH WR FUHDWH XVHUV „ ³*HQHUDWH XVHU DQG SDVVZRUG´ „ ³*HQHUDWH XVHU VSHFLI\ SDVVZRUG´ LQ WKLV FDVH D QHZ ILHOG ZLOO EH RSHQ VR WKDW WKH SDVVZRUG FDQ EH W\SHG LQ „ ³8VH H[LVWLQJ XVHU VSHFLI\ SDVVZRUG´ LQ WKLV FDVH \RX FDQ W\SH WKH XVHU DQG WKH SDVVZRUG 1RWH 7KHVH VWHSV DUH GHVFULEHG LQ WKH LQVWDOODWLRQ JXLGH © SAP AG 2006 „ $XWRPDWLF *HQHUDWLRQ RI 5)& 'HVWLQDWLRQV • The optional function for $XWRPDWLF *HQHUDWLRQ RI 5)& 'HVWLQDWLRQV requires the following Support Package levels in the satellite systems: 6RIWZDUH &RPSRQHQW 63 „ 5HOHDVH • 6..40 SAP_BASIS / SAP_ABA SAP_BASIS / SAP_ABA SP10 SP00 © SAP AG SM100 3-21 .40 / 6.20 / 6.20 • 6.

„ The system automatically generates the following RFC destinations and assigns the S-User and password you specified: SAP-OSS.%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. • 6. • 2.sap.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.com as the URL. $FWLYLWLHV „ • 1. Note that the entry is casesensitive. 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. For 8VHU IRUZDUGLQJ PHVVDJHV. specify SAPOSS as the RFC destination. see SAP Notes: 33135. For SAP Service Marketplace. Save your changes. This user will require all the authorizations for SAPNet R/3 Front-end for your customer number. For further information on SAP R/3 Front-end connections. From the SAP Solution Manager (transaction SOLUTION_MANAGER). 766505. Choose 'LVSOD\ ! &KDQJH. enter a valid user and a password. • 5. • 3. choose (GLW -> *OREDO 6HWWLQJV. „ 3OHDVH UHIHU WR WKH . specify http://service. In the &RQQHFWLRQ WR 6$3 tab. 24177 To forward Service Desk notifications and Issues to SAP. • 4.

*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.H\ ² 7UDQVDFWLRQ 606<   'HWDLOV LQ 1RWH  © SAP AG 2006 „ Goto Transaction SMSY. © SAP AG SM100 3-23 .QVWDOODWLRQ .

6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6$3 6ROXWLRQ 0DQDJHU LQ 6\VWHP /DQGVFDSH 6\VWHP /DQGVFDSH 7UDQVDFWLRQ 606<.

*HQHUDWH 5)&'HVWLQDWLRQV /RJLFDO &RPSRQHQWV %XVLQHVV 3URFHVVHV 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 'LUHFWRU\ © SAP AG SM100 3-24 .

/RJLFDO &RPSRQHQWV LQ 6$3 6ROXWLRQ 0DQDJHU <RX XVH ORJLFDO FRPSRQHQWV WR XQLTXHO\ LGHQWLI\ WKH FRPSRQHQW V\VWHPV VLQFH 6$3 6ROXWLRQ 0DQDJHU UHOHDVH .

• You can assign several logical components to a project or solution.Q WKH SURMHFW IRU %XVLQHVV %OXHSULQW &RQILJXUDWLRQ 7HVWLQJ &XVWRPL]LQJ 'LVWULEXWLRQ „ . Only systems assigned to a logical component are available in the solution landscape. in projects and solutions. quality assurance and production. The definition cannot be changed in the uses. „ .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.e. the logical component must be available to build the business process structure. • In the project. For some functions in the implementation scenario. you can use the logical component information to logon directly to the component system. • The logical components in the operations scenario provide the system information to the solution landscape. © SAP AG SM100 3-25 . i.

DEV > QA > PRD. Business Blueprint and Configuration. New system roles can be built (restricted to 10) according to the customer needs. • All the implementation activities. project administration. To assign SAP systems to the business process. the implementation scenario of the SAP R/3 EMEA can be duplicated to SAP R/3 America. You can change systems without changing the business process structure. using logical components. which is the logical component. were developed for this path. • You can visualize the system landscape and its sequence.. we need a more flexible “ object” . © SAP AG SM100 3-26 .g./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 vC…6š £ ‰€z}‡e±%•R| ˜ ~ ‚ ~œ†ˆ‡™|~ˆz} ² ³r´¥µ§¶·ˆ¸ ¹2º¥³™»©¼ ´£½ ¾ š% ˜ z}|”t¦}†ˆ‡™ˆ™† /RJLFDO &RPSRQHQW 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. e. and only the logical component has to be replaced centrally. • If the same content is required for the system landscape SAP R/3 for America. • It decouples the systems from the business process.

g. e. Set the Inactive flag to hide the logical component system-wide from the new uses possible entries help. or in projects. „ • Assign logical systems to the logical components for the various system roles.1 to SAP Solution Manager 3.e. To create a logical component in the System Landscape.2. from the Project Administration or directly in the System Landscape. as development system. choose a main instance.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. in solution landscapes for operations. • Save the changes. but retain existing uses of the logical component. i. in the Current System Assignments tab./RJLFDO &RPSRQHQWV LQ 606< . choose a product. • Enter the required data. set the Active flag in the right hand window. © SAP AG SM100 3-27 . • Specify the use of the logical component: − − To use a logical component in system groups. either when migrating solutions after an upgrade from SAP Solution Manager 3. transaction SMSY proceed as follow: • Choose “ System Groups and Logical Components” 6HOHFW /RJLFDO FRPSRQHQWV 3URGXFW! • Choose Create New Logical Component from the context menu.

6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6$3 6ROXWLRQ 0DQDJHU LQ 6\VWHP /DQGVFDSH 6\VWHP /DQGVFDSH 7UDQVDFWLRQ 606<.

*HQHUDWH 5)&'HVWLQDWLRQV /RJLFDO &RPSRQHQWV %XVLQHVV 3URFHVVHV 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 'LUHFWRU\ © SAP AG SM100 3-28 .

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

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.2SHUDWLRQ 6HWXS ² 6ROXWLRQ /DQGVFDSH ¿%À€Á„ÂXÃyÄÆÅRÇÈ É}™ÃÉ}ÇɄʀÃFË Ì§Í ÇÉ„Á€Ç€ÊœÂ3È Î¥Éq¿£ÅR¿Ï ¿©Î©Ð ќÂ3È Î¥ÉA҈ǍɈÓyÁyÊ}ÇԈÃFË Ì§Í Ç%ɜÁˆÇ„Ê}Â&È Î©É¢¿CΥРÄÇ%ÉoÕ%Ó¥È Í ÃˆÊ}Â6Î Í À ¿CΩРфÂrÈ Î©É¢¿¥Ã}™Â&È É„ÖyÁqË Ì§Í Ç%ɜÁˆÇ„Ê}Â3È Î¥É¢¿CΩРěǍÉmÕÓ©È Í ÃˆÊœÂ™Î Í À © 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. © SAP AG SM100 3-30 .

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. − Choose Message Long Text for the row to see the long text with further information for a diagnosis. 3UHUHTXLVLWHV • You have created at least one solution. − You get an overview of all self diagnosis logs in the system. • Choose Goto → Self Diagnosis. − To perform self diagnosis for the SAP Solution Manager and a solution. )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. © SAP AG SM100 3-31 . • You go to the SAP Solution Manager: Active Solutions screen. choose the solution. • Proceed as follows as you require: − To perform self diagnosis for the SAP Solution Manager continue from step 3.

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

5(&725< IRU DOO 6ROXWLRQ /DQGVFDSHV.6ROXWLRQ 'LUHFWRU\ &RQFHSW 7KH 6ROXWLRQ 'LUHFWRU\ LV DQ LQWHUIDFH EHWZHHQ WKH FRQILJXUDWLRQ RI \RXU VROXWLRQV DQG SURGXFWLRQ SURFHVVLQJ &DOO WKH 6ROXWLRQ 'LUHFWRU\ „ )URP WUDQVDFWLRQ '6:3 " VHOHFW WKH SURSHU 6ROXWLRQ /DQGVFDSH " ³2SHUDWLRQV 6HWXS´ " ³6ROXWLRQ 0DLQWHQDQFH´ RU „ 7UDQVDFWLRQ 62/0$1B'.

© SAP AG 2006 © SAP AG SM100 3-33 .

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. © SAP AG SM100 3-34 . A different system can be selected using the pull-down menu. The advantage with using the Solution Manager is for central storage location for the eCATT scripts and test cases.

change and delete the system roles and logical components of your solution in the System Group tab as follows: • 6SHFLI\ OHDGLQJ V\VWHP UROH QDYLJDWLRQ UROH.7&RGH ´VROPDQBGLUHFWRU\µ  &HQWUDO 6ROXWLRQ $WWULEXWHV .Q WKH 6ROXWLRQ 'LUHFWRU\ LW LV SRVVLEOH WR VSHFLI\ FHQWUDO VROXWLRQ DWWULEXWHV DVVLJQ ORJLFDO FRPSRQHQWV DQG ORJLFDO V\VWHPV © SAP AG 2006 „ You can define.

© 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. for example. − You can define user system roles with Edit System Roles. • &UHDWH ORJLFDO FRPSRQHQW − Choose the possible entries help for the Logical Components column.

W LV SRVVLEOH FKDQJH 6ROXWLRQ 6HWWLQJV LQ WKH 6ROXWLRQ 'LUHFWRU\ © SAP AG 2006 „ „ „ Specify the following settings for your solution. you no longer need to assign logical components for the business scenarios.&HQWUDO 6ROXWLRQ 6HWWLQJV . in the Solution Settings tab: Day of SAP EarlyWatch data download Choose Setup EWA.) Document copy options • Copy options • Select document types „ Central systems for test cases • If you flag a central system as obligatory. © SAP AG SM100 3-36 . to the test cases. 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. in the Test Cases tab.

'HVLJQ RI 6ROXWLRQ /DQGVFDSHV $GPLQLVWUDWRUV ZKR KDYH WKH WDVN WR VHW XS WKH 6$3 6ROXWLRQ 0DQDJHU LQ D FRPSDQ\ KDYH WR GHFLGH DERXW WKH GHVLJQ RI VROXWLRQ ODQGVFDSHV ILUVW 5XOHV RI 7KXPE „ 6\VWHPV ZLWK ORJLFDO FRQQHFWLRQ RQ EXVLQHVV SURFHVV OHYHO LQ RQH V\VWHP ODQGVFDSH „ 0D[  V\VWHPV SHU ODQGVFDSH „ 2QO\ SURGXFWLRQ V\VWHPV LQ RQH ODQGVFDSH '(9 V\VWHPV LQ D VHSDUDWH ODQGVFDSH 4$6 „ 6\VWHPV FDQ RFFXU LQ GLIIHUHQW ODQGVFDSHV HJ D FHQWUDO %: V\VWHP.

© SAP AG SM100 3-37 . that it is only allowed to add systems with the same system role to one system landscape. © SAP AG 2006 „ In early Support Package versions it is possible.

7&RGH ´VROPDQBGLUHFWRU\µ  &RS\ %XVLQHVV 6FHQDULRV &RS\ VWUXFWXUH HOHPHQWV IURP × .PSOHPHQWDWLRQ 3URMHFWV × 6ROXWLRQ 'LUHFWRU\ × %XVLQHVV 3URFHVV 5HSRVLWRU\ %35.

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 3-38 . ¿©ÃÐ ÃyʜÂ%Âr؀ÃFÁ„Â Í ÑˆÊœÂ&Ñ Í Ã ÃÐ ÃyÄÍɄ ¿¥Ã%РÈÊ}ÂÂ3Ø}ÞÙќÁÈ É„Ã„Á€Á ÁˆÊ„ÃÉ„Ç Í È Î „ :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.

6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6$3 6ROXWLRQ 0DQDJHU LQ 6\VWHP /DQGVFDSH 6\VWHP /DQGVFDSH 7UDQVDFWLRQ 606<.

*HQHUDWH 5)&'HVWLQDWLRQV /RJLFDO &RPSRQHQWV %XVLQHVV 3URFHVVHV 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 'LUHFWRU\ © SAP AG SM100 3-39 .

'HILQH %XVLQHVV 6FHQDULRV × 7R GHILQH RZQ EXVLQHVV VFHQDULRV W\SH LQ WKH ILHOG ³6FHQDULR 1DPH´ WKH EXVLQHVV VFHQDULR QDPH GHILQH WKH VWDWXV ³SODQQHG´ RU ³SURGXFWLYH´ DQG VDYH „ 7KH ³%XVLQHVV 6FHQDULR´ ZLOO EH FUHDWHG LQ WKH WUHH VWUXFWXUH „ 0DUN ³%XVLQHVV 3URFHVV´ LQ WKH WUHH HQWHU WKH EXVLQHVV SURFHVV QDPH LQ WKH ILHOG ³3URFHVV QDPH´ HJ ³602 'HPR %XVLQHVV 3URFHVV´.

e. for Business Process Monitoring). © SAP AG SM100 3-40 . The predefined content from the SAP can also be copied from the Business Process Repository at the business process and business process step levels. R/3 Enterprise. and mySAP ERP. for example. This is how you can leverage content for R/3. 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.

such as: • Product Development and Introduction • Sales • Marketing • Procurement • Logistics • Finance • ….'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. © SAP AG SM100 3-41 .

6ROXWLRQ 'LUHFWRU\ ² %XVLQHVV 3URFHVV *UDSKLFV ¿§È âÃqÇɀӢÔy΍ÁÈ Â&È ÎÉÎ Û Ö Í ÇyÔ%ØÈ Ê Ã%РÈÄÃ%ɜ™Á›ÊœÇÉtلÛÊyØ€ÇÉˆÖÃˆÓ Ú É}™à ÍeÛ Ç€Ê„ÃœÁ›Ê€ÇÉAوÃFLjÓÓÄÓAÜqÈ Â&Ø Ç Í È Ö¥Ø}¥ěΩÑ}ÁˆÃÊÐ È ÊyÝqÞßÊ Í Ã}DŽ™ÃtÐ È É„Ã à Á„ÀɈÊyØ Í ÎCɄΥфÁ›Î Í Ç}Á„À%ɀÊØ Í Î©É„ÎCÑ}Áˆá © SAP AG 2006 „ After saving the newly created business process you can switch to the Graphic tab to already view and. if necessary. © SAP AG SM100 3-42 . change the business process. 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.

or edit an existing one. For support the 2SHUDWLRQ 7HPSODWH’ is the most appropriate. you can create one by entering its name in the ’Structure’ tab). choose ’Business Scenarios’ (If there is none. Once you have updated the processes or steps. close the ’Solution Directory’ and go back to your original session. open another check and save it.6ROXWLRQ 'LUHFWRU\ ² %XVLQHVV 3URFHVV 0DLQWHQDQFH ãdÐ È ÊyÝFΩÉqäœåÑ}ÁÈ É„Ã„Á€Ážæ Í ÎʄÃ}Á€ÁèçÄÂ`ÇÈ Ð Áˆé ™ΞÍɄÂ6Ã Í Â&؄Ãtå§æèÅFÇÈ ÉœÂXÃÉ}Ç%ɄʄÃFêEÈ âÇ Í Ó © SAP AG 2006 „ In order to create a new business process. you can create and maintain business processes. At the child tree element ’Business Processes’. Process templates are available. and then open this check where you will see the updated data of the business processes. „ © SAP AG SM100 3-43 .

maintained within the transaction SMSY © SAP AG SM100 3-44 . systems etc. using the business process repository and the operation templates Then you would proceed with defining your business processes.'DWD %DVLV LQ 6$3 6ROXWLRQ 0DQDJHU 2SHUDWLRQV ñUõ `ì%ú€î õ2ïPü¥ó§ï¥ýCíCò%ó§þ©ð ç©¿%êEæ åќÁ%È É„Ã„Á„Áèæ Í Î%Ê}ÄÁ€Á ç©Ã„ÂXÇÈ Ð Á ñU¥ õ  eìúYî õ§ ï ¦îeô3ðò¥ú&õ 3 ôù ¿©¨FҍÅÕ©ç Ú ÷ ã Ì ¨ ÷ Ï ë¢ìí§îeïCð%í%í”ñUòð ï¥ó£ô€î õCí æ Í Î}øXÀÊ}Â6Á åќÁ%È É„Ã„Á„Áèæ Í Î%Ê}ÄÁ€Á ÷ ÍÔyÎyÁ%È Â™Î Í À ëì%í§îeï©ð%ííPöRô3õ§ò%ðííð¥í ¤ ñ$ùí%ú&ð©û‡ü¥ó§ï©ý©íCòó£þ©ð ¿CÅU¿©Ï ü¥õ§ÿ2î ò%ó¡ £¢õ ûaþCõ2ï©ðCïú˜í æ Í Î%ÓрÊ} æ Í Î%ÓрÊ}Â Ã Í ÁÈ Î©É ÒyÎÖ©È ÊœÇÐ ¿%À€ÁˆÂ6ÃyÄqÁ ¿%À€Á„Â™ÃÄ ãdÐ È ÃÉ} ëì%í§îeï©ð%ííPöRô3õ§ò%ðí%í”ñRúrð£þí ÅRÇ%È É Ú É}Á€Â6Çɀʄà © SAP AG 2006 „ „ „ „ „ Here you can see how everything we have discussed is coming together: Starting on the left side with defining projects. 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.

6 „ 6HWXS \RXU V\VWHPV LQ WUDQVDFWLRQ 606< „ *HQHUDWH WKH QHFHVVDU\ 5)& FRQQHFWLRQV „ 8VH WKH 6ROXWLRQ 'LUHFWRU\ ƒ 6HWXS %XVLQHVV 3URFHVVHV ƒ 6ROXWLRQ $WWULEXWHV ƒ /RJLFDO &RPSRQHQWV ƒ &UHDWLQJ 6ROXWLRQ /DQGVFDSHV © SAP AG 2006 © SAP AG SM100 3-45 .8QLW 6XPPDU\ 1RZ \RX DUH DEOH WR „ 'HVFULEH WKH XVH RI 6/' DQG 706  /.

QIRUPDWLRQ )RU PRUH LQIRUPDWLRQ UHIHU WR WKH 6$3 6HUYLFH 0DUNHWSODFH VHUYLFHVDSFRPVROXWLRQPDQDJHU 0RUH .QIRUPDWLRQ DERXW 6/' VHUYLFHVDSFRPVOG 6HOI 6WXG\ ² /HDUQLQJ 0DSV IRU 6$3 6ROXWLRQ 0DQDJHU VHUYLFHVDSFRPUNWVROPDQ © SAP AG 2006 © SAP AG SM100 3-46 .$GGLWLRQDO .

Assign the logical components in the “ Solution Landscape Maintenance” to this solution landscape. 2 Create a solution landscape in the SAP Solution Manager called “ 60[[” and include the logical components for training systems 77 (SAP Solution Manager). Call transaction SMSY and define a new server “ GXPP\B[[” . Add yourself as a contact person for the solution. 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. SM100 3-47 © SAP AG . you have to define all required components first. 1-1 1-2 1-3 Right-click on “ 'DWDEDVHV” and define a new database called '[[. Enter the Solution name “ 60[[” . Right-click on “ 6\VWHPV” and choose “ FUHDWH QHZ V\VWHP ZLWK DVVLVWDQW” . 1 In order to be able to setup a new solution. 1-4 Define a new logical component “ =B0\&RPSRQHQWB[[” with the role “ 3URGXFWLYH 6\VWHP” and the client 100. 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. &53 (CRM Server). Use the same SID as you have used for the database. 2-1 Call Transaction DSWP and create a new solution. 2-2 Change the “ 6ROXWLRQ 6HWWLQJV” and setup EWA. 77 (SAP ECC). your own system '[[ (SAP ECC). and :06 (WMS) into the Solution Landscape. Setup the monitoring refresh period to “ 10” minutes.([HUFLVH &KDSWHU  6ROXWLRQ /DQGVFDSHV At the conclusion of this exercise.

3-1 3-2 3-3 Within the Solution Directory click on Business Scenarios. . 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 . assign your own created business process to the organizational area “ Sales” . save and open the next check. Connect both systems with a synchronous line and assign some dialog transactions of your choice to the process steps. Create a new Business Scenario “ My Business Scenario xx” with status “ Production” . Choose a new business process “ Customer Order” from the “ Business Process Repository” with status “ Production” and process availability of “ 7x24h” . 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. click on the button “ Business Process Details” to access the Business Process maintenance. Create a new business process with the name “ My Little Process xx” and define two own business process steps. In the first screen choose the checkbox “ Details” . Steps through all open checks and fill out the required data as good as you can.3 In this exercise you create an own business scenario with two business processes.

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

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. CRP (CRM Server) and WMS (WMS) into the Solution Landscape. Click on “ QHZ´ to create a new solution. On the following screen choose the link for “ 6ROXWLRQ /DQGVFDSH 0DLQWHQDQFH” . TT5 (SAP R/3). Enter the Solution name “ 60[[” with. Choose continue. 2-1 Call Transaction '6:3 and choose “ 6ROXWLRQ 2YHUYLHZ” .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). Choose the tab “ 6\VWHP *URXS” to assign the systems which you want to assign to this solution landscape.

ƒ ƒ ƒ 2-2 6$3 6ROXWLRQ 0DQDJHU Æ 6$3 6ROXWLRQ 0DQDJHU Æ 6$3 6ROXWLRQ 0DQDJHU ZLWK 77.

  :06 Æ =:06B:06 6$3 (&& Æ 6$3 (&& 6HUYHU Æ 6$3 (&& ZLWK 77.

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

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\.

In the first screen choose the checkbox “ 'HWDLOV” . assign your own created business process to the RUJDQL]DWLRQDO DUHD “ 6DOHV” .” . Than save your settings. Drag the yellow dot to the following step to create an interface between these two steps. Steps through all open checks and fill out the required data as good as you can. click on the button “ %XVLQHVV 3URFHVV 'HWDLOV” to access the Business Process maintenance. Proceed with all other steps the same way. 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 .  2SWLRQDO ([HUFLVH 4-1 Within the Solution Directory. where you have just created your business processes. save and open the next check.

© SAP AG SM100 3-52 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 4-1 .

6$3 6ROXWLRQ 0DQDJHU  6HUYLFH 'HVN 2YHUYLHZ DQG 3URFHVV &50 0DVWHU 'DWD $SSHQGL[ $GYDQFHG 6HUYLFH 'HVN © SAP AG SM100 4-2 .

/HVVRQ 2EMHFWLYHV „ 'HVFULEH WKH 6HUYLFH 'HVN 3URFHVV $IWHU FRPSOHWLQJ WKLV OHVVRQ \RX ZLOO EH DEOH WR „ 'HVFULEH WKH GLIIHUHQW HOHPHQWV RI WKH 6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN © SAP AG 2006 © SAP AG SM100 4-3 .

6$3 6ROXWLRQ 0DQDJHU 6FHQDULRV ² 6HUYLFH 'HVN .1(66 352&(66(6 &25( System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch Alert 6HUYLFH 'HVN † † † † † SAP methods & tools E-learning mgmt.PSOHPHQWDWLRQ RI 6$3 VROXWLRQV 6ROXWLRQ 0RQLWRULQJ † † † † † † † † † † † SAP methods & tools Global rollout Customizing sync. E-learning mgmt. Test management Best Practices for messaging Integration of 3rdparty help desks &KDQJH 5HTXHVW 0DQDJHPHQW 5RRW &DXVH $QDO\VLV 'HOLYHU\ RI 6$3 6HUYLFHV † † † † † † Follows ITIL standards Maintenance processes † † Onsite/remote delivery Issue Management Performance measurement Log files and dumps Traces Technical configuration management © SAP AG 2006 © SAP AG SM100 4-4 . Test management 8SJUDGH RI 6$3 VROXWLRQV %86.

%HQHILWV RI WKH 6HUYLFH 'HVN 6HUYLFH 'HVN 2SHUDWLRQ „ 1RWLILFDWLRQ H[FKDQJH ZLWK 6$3 „ (VFDODWLRQ SURFHGXUHV DQG 6HUYLFH /HYHO 5HSRUWLQJ „ 3UREOHP UHVROXWLRQ ZLWK 6$3 1RWHV DQG 6ROXWLRQ 'DWD %DVH „ $GYDQFHG GLVSDWFKLQJ DQG SURFHVVLQJ ZRUNIORZV „ 0RQLWRULQJ RI 6HUYLFH 'HVN QRWLILFDWLRQV .QRZOHGJH 0DQDJHPHQW „ &XVWRPHU VROXWLRQ GDWDEDVH 7UDQVLWLRQ WR FRPSOHWH 6HUYLFH 0DQDJHPHQW ZLWK P\6$3 &50 SRVVLEOH „ &DOO FHQWHU LQWHJUDWLRQ „ *HQHUDO .7 KHOSGHVN „ 6HUYLFH FRQWUDFWV FDSDFLW\ SODQQLQJ DQG ELOOLQJ © SAP AG 2006 © SAP AG SM100 4-5 .

8QLW 2EMHFWLYHV „ 'HVFULEH WKH 6HUYLFH 'HVN 3URFHVV $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR „ 'HVFULEH KRZ WR FUHDWH D VXSSRUW GHVN PHVVDJH „ 'HVFULEH WKH SURFHVV RI VROYLQJ D VXSSRUW GHVN PHVVDJH © SAP AG 2006 © SAP AG SM100 4-6 .

© SAP AG SM100 4-7 .7KH 6XSSRUW 3URFHVV (QG 8VHU rs3tnuwvktyx{z¥s&|‘}%~etn € tx—xhuh‚t ‡‰–6ˆ‘ ’R™e“f gh˜ ”¥•— ˜¥ ™ed% “i ™e–kj%l zs&|¥ƒ„ …%tnxA†¥|q~6‡‘v`„ |qˆ  6ROXWLRQ 6XSSRUW †¥tnuhs&Œ‹Žk|qs †©|q~e‡qv`„ |qˆ %’U“ ©i l mn–3f i •toRj•—j‘pq˜™ ‰ „ ˆ¥… †¥|w~`‡qve„ |qˆ RU  6$3 6HUYLFH 0DUNHWSODFH š ”“ –Y’2œ‘€“ yžy›’€– Ÿh–˜—  n¡ ¢€–§£——e”y¤—‘˜¢Y“ ’ ¥ –Y’€“‘£—— €¢›“`¡ ¢5–›’ œ ¥ 6$3 $FWLYH *OREDO 6XSSRUW zs&|ƒ„e…qt‹xA†©|w~`‡qv „ |wˆ  ‰ |qs3Šu—s3…tzs&|q}~ t— € tx—x‘u—‚%t %‘5’€“ ”‹•–˜—6™ ’ š ”“ –›’2œ‘Y“ ˜žY’Y– zs&|¥ƒy„e…%txA†©|w~`‡qv „ |qˆ 6$3  &XVWRPHU © SAP AG 2006 „ In case the Solution Support can´t find a solution the message can be forwarded to SAP.

6HUYLFH 'HVN 3URFHVV &RQWHQW „ &UHDWLQJ D VXSSRUW GHVN PHVVDJH „ 6ROYLQJ D VXSSRUW GHVN PHVVDJH © SAP AG 2006 © SAP AG SM100 4-8 .

([FXUVXV :D\V WR &UHDWH D 6HUYLFH 'HVN 0HVVDJH VHUYLFH GHVN PHVVDJH 7KLV H[FXUVXV H[SODLQV WKH GLIIHUHQW ZD\V WR FUHDWH D „ +HOS ± FUHDWH VXSSRUW PHVVDJH IURP VDWHOOLWH V\VWHP.

&66 . „ 7UDQVDFWLRQ QRWLIBFUHDWH „ .& :HE&OLHQW DQG %63 © SAP AG 2006 © SAP AG SM100 4-9 .

7KH 6XSSRUW 3URFHVV (QG 8VHU rs3tnuwvktyx{z¥s&|‘}%~etn € tx—xhuh‚t ‡‰–6ˆ‘ ’R™e“f gh˜ ”¥•— ˜¥ ™ed% “i ™e–kj%l  6ROXWLRQ 6XSSRUW %’U“ ©i l mn–3f i •toRj•—j‘pq˜™ š ”“ –Y’2œ‘€“ yžy›’€– Ÿh–˜—  n¡ ¢€–§£——e”y¤—‘˜¢Y“ ’ ¥ –Y’€“‘£—— €¢›“`¡ ¢5–›’ œ ¥ %‘5’€“ ”‹•–˜—6™ ’ š ”“ –›’2œ‘Y“ ˜žY’Y– &XVWRPHU © SAP AG 2006 „ End users inform the relevant support unit working in SAP Solution Manager. © SAP AG SM100 4-10 .

© SAP AG 2006 8VHU &UHDWH 0HVVDJH 6XSSRUW 6$3 6XSSRUW © SAP AG SM100 4-11 . Internet Customer Self Service. e-mail.&UHDWH 0HVVDJH (DV\ FUHDWLRQ RI PHVVDJHV E\ HQG XVHUV IURP UHJXODU ZRUN DUHD „ -> Help -> Create Support Message „ Short text / long text / priority „ File attachments $XWRPDWLF FROOHFWLRQ RI PRVW LPSRUWDQW V\VWHP GDWD „ Transaction code / program ID „ Database version „ Support Package level (DV\ FUHDWLRQ RI PHVVDJHV ZLWK %63 DSSOLFDWLRQ &UHDWLRQ RI PHVVDJHV YLD DGGLWLRQDO LQSXW FKDQQHOV „ Key users can use SAP Solution Manager directly for message creation „ Call-center. etc.

6HUYLFH 'HVN 3URFHVV &RQWHQW „&UHDWLQJ D VXSSRUW GHVN PHVVDJH „6ROYLQJ D VXSSRUW GHVN PHVVDJH © SAP AG 2006 © SAP AG SM100 4-12 .

© SAP AG SM100 4-13 .7KH 6XSSRUW 3URFHVV (QG 8VHU rs3tnuwvktyx{z¥s&|‘}%~etn € tx—xhuh‚t ‡‰–6ˆ‘ ’R™e“f gh˜ ”¥•— ˜¥ ™ed% “i ™e–kj%l zs&|¥ƒ„ …%tnxA†¥|q~6‡‘v`„ |qˆ  6ROXWLRQ 6XSSRUW †¥tnuhs&Œ‹Žk|qs †©|q~e‡qv`„ |qˆ %’U“ ©i l mn–3f i •toRj•—j‘pq˜™ ‰ „ ˆ¥… †¥|w~`‡qve„ |qˆ RU  6$3 6HUYLFH 0DUNHWSODFH š ”“ –Y’2œ‘€“ yžy›’€– Ÿh–˜—  n¡ ¢€–§£——e”y¤—‘˜¢Y“ ’ ¥ –Y’€“‘£—— €¢›“`¡ ¢5–›’ œ ¥ &XVWRPHU © SAP AG 2006 6$3 „ Now the Solution Support takes care of your message.

© SAP AG SM100 4-14 .7KH 6XSSRUW 3URFHVV (QG 8VHU rs3tnuwvktyx{z¥s&|‘}%~etn € tx—xhuh‚t ‡‰–6ˆ‘ ’R™e“f gh˜ ”¥•— ˜¥ ™ed% “i ™e–kj%l zs&|¥ƒ„ …%tnxA†¥|q~6‡‘v`„ |qˆ  6ROXWLRQ 6XSSRUW †¥tnuhs&Œ‹Žk|qs †©|q~e‡qv`„ |qˆ %’U“ ©i l mn–3f i •toRj•—j‘pq˜™ ‰ „ ˆ¥… †¥|w~`‡qve„ |qˆ RU  6$3 6HUYLFH 0DUNHWSODFH š ”“ –Y’2œ‘€“ yžy›’€– Ÿh–˜—  n¡ ¢€–§£——e”y¤—‘˜¢Y“ ’ ¥ –Y’€“‘£—— €¢›“`¡ ¢5–›’ œ ¥ 6$3 $FWLYH *OREDO 6XSSRUW zs&|ƒ„e…qt‹xA†©|w~`‡qv „ |wˆ  ‰ |qs3Šu—s3…tzs&|q}~ t— € tx—x‘u—‚%t %‘5’€“ ”‹•–˜—6™ ’ š ”“ –›’2œ‘Y“ ˜žY’Y– zs&|¥ƒy„e…%txA†©|w~`‡qv „ |qˆ 6$3  &XVWRPHU © SAP AG 2006 „ In case the Solution Support can´t find a solution the message can be forwarded to SAP.

$QDO\]H 0HVVDJH $XWRPDWLF DVVLJQPHQW RI VXSSRUW RUJDQL]DWLRQ „ Several support levels possible „ Identify existing service contract $VVLJQPHQW RI VXSSRUW HPSOR\HHV IRU SURFHVVLQJ „ Automated message assignment according to freely definable criteria „ Message assignment to processor’s work list „ Forwarding message to another processing group / processor „ Automatic notification of processor 8VHU &UHDWH 0HVVDJH 6XSSRUW $QDO\]H 0HVVDJH 6$3 6XSSRUW © SAP AG 2006 © SAP AG SM100 4-15 .

QIRUPDWLRQ 6XSSRUW $QDO\]H 0HVVDJH 6$3 6XSSRUW © SAP AG 2006 © SAP AG SM100 4-16 . telephone 8VHU SURYLGHV DGGLWLRQDO LQIRUPDWLRQ „ Telephone „ SAP Solution Manager „ Internet Customer Self Service (CRM ICSS) 8VHU &UHDWH 0HVVDJH 5HTXHVW .5HTXHVW .QIRUPDWLRQ )XUWKHU LQIRUPDWLRQ FDQ EH UHTXHVWHG IURP XVHU LI FROOHFWHG V\VWHP GDWD LV QRW VXIILFLHQW IRU SUREOHP UHVROXWLRQ „ E-mail.

QRZ KRZ RI LQWHUQDO VXSSRUW HPSOR\HHV .QIRUPDWLRQ 6XSSRUW $QDO\]H 0HVVDJH 6HDUFK 6ROXWLRQ 6$3 6XSSRUW © SAP AG 2006 © SAP AG SM100 4-17 .6HDUFK IRU 6ROXWLRQ .QWHJUDWHG &XVWRPHU 6ROXWLRQ 'DWDEDVH „ Search for symptoms and solutions „ Fast solution of recurring problems „ Automatic documentation of problem solution „ Build up your own Q&A database 6$3 6HUYLFH 0DUNHWSODFH „ Trigger SAP Notes search directly in SAP Service Marketplace 8VHU &UHDWH 0HVVDJH 5HTXHVW .

QIRUPDWLRQ 6XSSRUW $QDO\]H 0HVVDJH 6HDUFK 6ROXWLRQ +DQG RYHU WR 6$3 3URYLGH ORJRQ GDWD 6$3 6XSSRUW 5HTXHVW ORJRQ GDWD © SAP AG 2006 © SAP AG SM100 4-18 .3URYLGH /RJRQ 'DWD 6HQG D PHVVDJH WR 6$3 „ Forward messages to SAP Support back office if your support organization cannot solve the problem „ Bi-directional interface for forwarding messages and receiving solutions „ No need to log on to SAPNet R/3 Frontend 3URYLGH ORJRQ GDWD „ maintain logon data in secure area 8VHU &UHDWH 0HVVDJH 5HTXHVW .

support employees and SAP Support back office experts „ Automatic transfer of changes to the message status „ Solution provided via SAP Notes 8VHU &UHDWH 0HVVDJH 5HTXHVW .6ROXWLRQ 3URYLGHG E\ 6$3 5HFHLYH DQ DQVZHU IURP 6$3 „ Message processing by SAP Active Global Support „ Remote support integration ƒ Application sharing between end-users.QIRUPDWLRQ 6XSSRUW $QDO\]H 0HVVDJH 6HDUFK 6ROXWLRQ +DQG RYHU WR 6$3 3URYLGH ORJRQ GDWD 6$3 6XSSRUW 5HTXHVW ORJRQ GDWD 3URYLGH 6ROXWLRQ © SAP AG 2006 © SAP AG SM100 4-19 .

QIRUPDWLRQ 6XSSRUW $QDO\]H 0HVVDJH 6HDUFK 6ROXWLRQ +DQG RYHU WR 6$3 3URYLGH ORJRQ GDWD $SSO\ 6ROXWLRQ 6$3 6XSSRUW 5HTXHVW ORJRQ GDWD 3URYLGH 6ROXWLRQ © SAP AG 2006 © SAP AG SM100 4-20 . mail.$SSO\ 6ROXWLRQ 1RWH LPSOHPHQWDWLRQ „ Automatic implementation of SAP Notes with SAP Notes Assistant 9HULI\ VROXWLRQ „ Testing „ Evaluation of responsible employee 6HQG VROXWLRQ WR HQGXVHU „ Using output functions of service process (print. fax) or ICSS 7UDQVSRUW FKDQJHV WR WKH SURGXFWLYH HQYLURQPHQW „ Software change management (QWHU VROXWLRQ LQ VROXWLRQ GDWDEDVH 8VHU &UHDWH 0HVVDJH 5HTXHVW .

&ORVH DQG &RQILUP 0HVVDJH &ORVH DQG FRQILUP PHVVDJH „ End-user tests solution „ The problem message is confirmed by the end-user 8VHU &UHDWH 0HVVDJH 5HTXHVW .QIRUPDWLRQ 6XSSRUW $QDO\]H 0HVVDJH 6HDUFK 6ROXWLRQ +DQG RYHU WR 6$3 3URYLGH ORJRQ GDWD 6$3 6XSSRUW 5HTXHVW ORJRQ GDWD 3URYLGH 6ROXWLRQ &ORVH 0HVVDJH © SAP AG 2006 $SSO\ 6ROXWLRQ © SAP AG SM100 4-21 .

8QLW 6XPPDU\ „ 'HVFULEH WKH SURFHVV RI VROYLQJ D VXSSRUW GHVN PHVVDJH „ 'HVFULEH KRZ WR FUHDWH D VXSSRUW GHVN PHVVDJH „ 'HVFULEH WKH 6HUYLFH 'HVN 3URFHVV $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 4-22 .

6$3 6ROXWLRQ 0DQDJHU  6HUYLFH 'HVN 2YHUYLHZ DQG 3URFHVV &50 0DVWHU 'DWD $SSHQGL[ $GYDQFHG 6HUYLFH 'HVN © SAP AG SM100 4-23 .

%DVH ƒ 2UJDQL]DWLRQDO 'DWD $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 4-24 .8QLW 2EMHFWLYHV „ 'HVFULEH WKH UHOHYDQW &50 PDVWHU GDWD ƒ %XVLQHVV SDUWQHU ƒ .

%DVH „ 2UJDQL]DWLRQDO 'DWD „ %XVLQHVV 3DUWQHU © SAP AG 2006 © SAP AG SM100 4-25 .2YHUYLHZ RI WKH UHOHYDQW &50 PDVWHU GDWD „ .

For example. for the sales order processing. the company is still one and the same business partner. The 6$3 %XVLQHVV 3DUWQHU provides functions that fulfill these business processes. and thus. These relationships can be very different in nature (for example. a marriage. The customer therefore needs to have a central and comprehensive view of the business partner.QWHJUDWLRQ WKURXJK RSHUDWLRQDO FRQFHSWV 0DQX IDFWXULQJ 3ODQW „ Business partners are at the center of business transactions. company relationships). A business partner can only be created once.P\6$3 &50 %XVLQHVV 3DUWQHU %XVLQHVV 3DUWQHU 5HODWLRQVKLSV ¦ §%¨Y© ª£«¨ (PSOR\HH ¬R­2®€®›­¥¯IªC® &UHGLWRU °£ª£«¥§§«%¨ %XVLQHVV 3DUWQHU 9HQGRU ±t²%³ ¨›­§´µª£® ¶A·¥·%­ ² «%¨ ³ ¸Uª·%ª§© ¹¥§£º§» ª © SAP AG 2006 „ „ „ „ „ 1HXWUDO 3HUVRQV DQG RUJDQL]DWLRQV &URVVDSSOLFDWLRQ 2SHQ LQIUDVWUXFWXUH . if a company is both a customer and a vendor. However. All relevant information about a business partner must therefore be available quickly in a consolidated form. „ „ „ „ © SAP AG SM100 4-26 . A business partner can be in contact with other business partners. the center of business interest. but can take on several different roles. information on delivery dates and payment conditions is necessary. information on Incoterms and delivery conditions is required. Depending on the specific business processes in which a business partner participates. for the goods delivery process. whereas. For example. a business partner can figure in a company in other ways. The different relationships between business partners can also be defined. A business partner is created only once in the system. regardless of the business transactions in which it participates. contact person. the information required about the business partner may vary considerably.

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.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. ³:KLFK FXVWRPHU LV JRLQJ WR SD\ IRU WKH VXSSRUW VHUYLFH"´.

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

unit ³:KLFK VXSSRUW WHDP LV UHVSRQVLEOH IRU PHVVDJH SURFHVVLQJ"´.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. 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"´.

© SAP AG SM100 4-27 .

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

%DVH „ 2UJDQL]DWLRQDO 'DWD „ %XVLQHVV 3DUWQHU © SAP AG 2006 © SAP AG SM100 4-29 .2YHUYLHZ RI WKH UHOHYDQW &50 PDVWHU GDWD „ .

The organizational unit appears under 0\ 6HUYLFH 7HDPV when the resource planner starts the resource planning tool. © SAP AG SM100 4-30 . 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 6HUYLFH 2UJDQL]DWLRQ indicator marks the selected organizational unit as a service organization.2UJDQL]DWLRQ 3RVVLELOLWLHV &50 $ SDUW RI DQ LQWHUQDWLRQDO RUJDQL]DWLRQ  ¿6ÉÄ2ÅF¿2ƽUÇY¾RÈ6ÉU½ ¼2½2¾½‰¿$â ¼2½2¾½‰¿£À ¼2½2¾½‰¿§Á ¼2½2¾½‰¿£å Ís΄½‰ÇÈ6ÉRÅ$Ï ÆÃUË2ҋÓÞÍßÎÞ½FǗÈ6ÉRÅ ÐÑÉÇ5җÓÔ͵΄½FNjÈ`ÉRŠՏÆFÍ Ö Å‰¿XÈeטÉÇyØFÈ`Š٠׀×nÈkÉd½ÚÆ{Û3ÜdÛ Â Ç˜ÃUËF̄ÆAÜUâ © SAP AG 2006 ÊFËFǘÃFÌ2½ Ü$Ç5ÅUØ$É$½ Ý{½‰Çn¿eÈ6Ø Ù ×5ׁÈ6ÉR½  Ç5ÃUËFÌÚݏ⠼2½2¾ ½‰¿ æ ¼½2¾2½‰¿ ç  ½FÇn΄ÅRØá ãäËRØFÈ6ÉUÓ Ù ×€×—È6ÉR½  ǘÃUËRÌÚÝ{À Ù ×Y׋È6ÉR½à¼2ÛkÍIÛ Â Ç˜ÃUËŪÆtÜ À „ „ „ „ 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.

sales manager. In CRM. you can show where an employee is assigned organizationally in a company (what his/her function is). By assigning an employee or a user to a position. Depending on how task distribution is organized in an enterprise. positions could be. organizational units can be.%UHDNLQJ 'RZQ DQ 2UJDQL]DWLRQDO 8QLW 3RVLWLRQV DQG KROGHUV DVVLJQHG WR DQ RUJDQL]DWLRQDO XQLW ݽ‰Çn¿XÈkØ Ù ×Y×nÈkÉ$½ ¼2½2¾½‰¿ å 3RVLWLRQ (PSOR\HH 8VHU 3RVLWLRQ ãäËRØFÈ6ÉUÓ Ù ×€×—È6ÉR½ *URXS %  ǘÃUËRÌÚÝ{À ñ éCî`ë¥òµìté£ê%é©÷¥ë ï è©é£ê%ëaìí`î6î`ëCï èCé£êëðìíkî6î ë£ï ñ é£î ë¥ò óëCô©ï&ë©òëCê%õ˜éõ˜í ö¥ë © 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. groups. departments. (PSOR\HH  8VHU Employees and users are persons assigned to a position. Holders (employees or CRM users) can be assigned to one or more positions. Transaction PPOMA_CRM „ „ „ © SAP AG SM100 4-31 . for example. Organizational units are functional units of an enterprise. Interaction Center manager or Interaction Center agent. 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. Assigning an employee is recommended because an employee master contains more business data than a user. 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. or project teams. for example.

([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 .

%DVH „ 2UJDQL]DWLRQDO 'DWD „ %XVLQHVV 3DUWQHU © SAP AG 2006 © SAP AG SM100 4-33 .2YHUYLHZ RI WKH UHOHYDQW &50 PDVWHU GDWD „ .

6ROXWLRQ /DQGVFDSH 6$3 6ROXWLRQ 0DQDJHU In what system did the problem originate? &50 $32 5 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2003 2006 „ The SAP Solution Manager uses the IBase as an internal knowledge base for the Service Desk functionality. Systems are referenced as so called ‘components’ with a support message © SAP AG SM100 4-34 .

• Your customers can directly reference multiple contracts.QVWDOOHG %DVH 0DQDJHPHQW )HDWXUHV „ *UDSKLFDO UHSUHVHQWDWLRQ RI SURGXFWV DQG LQVWDOODWLRQV „ 6FHQDULRV ƒ ƒ „ 5HSUHVHQWDWLRQ RI KLHUDUFKLFDO FRPSRQHQW VWUXFWXUH RU VHWXS RI GHYLFHV PDFKLQHU\ SURGXFWV DQG VR RQ GHOLYHUHG WR FXVWRPHU 2QH LQVWDOOHG EDVH SHU FXVWRPHU DOO FXVWRPHU¶V REMHFWV LQ RQH LQVWDOOHG EDVH „ 8VHG DV D UHIHUHQFH LQ VHUYLFH SURFHVVLQJ 2QH LQVWDOOHG EDVH SHU LWHP PDQ\ LQVWDOOHG EDVHV SHU FXVWRPHU © SAP AG 2006 „ Benefits of Installed Base Management for your customers: • Your customers can reduce call times with immediate access to customer installation information during case logging. „ Benefits of Installed Base Management for your company: • Your company can give field service representatives the information necessary to anticipate requirements prior to arriving on site. • Your company can facilitate product improvements and quality management by tracking services performed on products and installations. addresses. and configurations. partners.. © SAP AG SM100 4-35 .

' 'HVFULSWLRQ 6WDWXV V\VWHPXVHU.QVWDOOHG %DVH 6WUXFWXUH +HDGHU 3DUWQHUV $GGUHVV 'RFXPHQWV 3DUWQHUV $GGUHVV 'RFXPHQWV &RPSRQHQWV „ „ „ „ „ &DWHJRU\ ([WHUQDO ..

In the Interaction Center. you can assign documents of different types to an installed base or an installed base component. Customer-specific components require additional programming. an installed base with all assigned components is displayed and is not just an installed base component. and other data are not transferred or inherited within the hierarchy (top-down). Within the Content Management service.QVWDOOHG EDVH . $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. Partner. „ „ © SAP AG SM100 4-36 .QGLYLGXDO REMHFW &XVWRPHUVSHFLILF W\SHV © SAP AG 2006 „ „ The number of installed base levels is unlimited. address.

&KDQJH .QVWDOOHG %DVH 6$3 6ROXWLRQ /DQGVFDSH.

6WUXFWXUH 2YHUYLHZ 6WUXFWXULQJ WKH V\VWHPV WKURXJK DGGLWLRQDO WH[W FRPSRQHQWV 6XERUGLQDWH 6\VWHPV © SAP AG 2006 © SAP AG SM100 4-37 .

%DVH ƒ %XVLQHVV SDUWQHU <RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 4-38 .&50 0DVWHU 'DWD 8QLW 6XPPDU\ „ 'HVFULEH WKH UHOHYDQW &50 PDVWHU GDWD ƒ 2UJDQL]DWLRQDO 'DWD ƒ .

'HPR ([HUFLVH.

6HUYLFH 'HVN 3URFHVV © SAP AG 2006 © SAP AG SM100 4-39 .

/HVVRQ 6XPPDU\ „ 'HVFULEH WKH 6HUYLFH 'HVN 3URFHVV <RX VKRXOG QRZ EH DEOH WR „ 'HVFULEH WKH GLIIHUHQW HOHPHQWV RI WKH 6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN © SAP AG 2006 © SAP AG SM100 4-40 .

6$3 6ROXWLRQ 0DQDJHU  6HUYLFH 'HVN 2YHUYLHZ DQG 3URFHVV &50 0DVWHU 'DWD $SSHQGL[ $GYDQFHG 6HUYLFH 'HVN © SAP AG SM100 4-41 .

& :HE&OLHQW (QGXVHU „ 6ROXWLRQ 'DWDEDVH © SAP AG 2006 © SAP AG SM100 4-42 .& :HE&OLHQW  .QWHUIDFH „ .6HUYLFH &RQWUDFW &RQWHQW „ 6HUYLFH &RQWUDFWV  6HUYLFH /HYHO $JUHHPHQWV „ UG 3DUW\ .

Service level agreements list the level of service a customer is entitled to and contain functions for monitoring compliance with those terms. 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. and products – that are covered by the contract line item. customer-specific SLAs © SAP AG SM100 4-43 . installed base components. easy-to-enhance solution for additional. 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. 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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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. The service contract line item lists customer objects – installed base.

$YDLODELOLW\ 7LPH DQG 5HVSRQVH 7LPH ([DPSOH
6HUYLFH SURILOH 5HVSRQVH SURILOH DP SP  SP  SP  KRXUV  KRXUV  KRXUV DP  SP  KRXUV  KRXUV  KRXUV

8am 12pm

0RQGD\

6pm

8am 12pm

7XHVGD\

6pm

time

1RWLILFDWLRQ UHFHLYHG
© SAP AG 2006

„ „

In this example, the determined response times are displayed for a call received on Monday at 12 p.m. Service profile: 8a.m. - 12p.m. / 1p.m. - 5p.m. • Response time - 8 hours: response by Tuesday 12 p.m. • Response time - 4 hours: response by Monday 5 p.m. y Response time - 2 hours: response by Monday 3 p.m.

„

Service profile: 7a.m. - 7 p.m. • Response time - 8 hours: response by Tuesday 8 a.m. • Response time - 4 hours: response by Monday 4 p.m. • Response time - 2 hours: response by Monday 2 p.m.

© SAP AG

SM100

4-44

6ROXWLRQ 'DWDEDVH

&RQWHQW „ 6HUYLFH &RQWUDFWV  6HUYLFH /HYHO $JUHHPHQWV

„ UG 3DUW\ ,QWHUIDFH

„ ,& :HE&OLHQW  ,& :HE&OLHQW (QGXVHU

„ 6ROXWLRQ 'DWDEDVH

© SAP AG 2006

© SAP AG

SM100

4-45

6RIWZDUH $JHQW )UDPHZRUN 2YHUYLHZ
6$3 6HUYLFH 3URFHVVHV
’qDc“eC”fX r–•—e6VC˜™X rdY”(rfeWe9bdc bˆg–c q h €Ir9i9bHrCdi˜™c b¥xjp6Vbkx–lCc r h rqQV6m cae9mIV§€¥nji9byc Ve

6RIWZDUH $JHQW )UDPHZRUN

&RPSLOH %XVLQHVV 3DUWQHU IURP OEDVH

3ODQW ,QIR IURP (TXLSPHQW

 

øe ù ú£ûCü ýþÑÿ ú§ü ¡£¢¥¤ ú§¦wÿ ¨©Uÿ 

ÿý ýù¤ wý!Aù#"¥ýù ü û  ÿ% ý $k ý & '(& )10$ø   byxr(€§UT%‚„ƒ†…t‡ w 4 g iFbˆiCpCi9qr s q6v

243 ¨65 ø§798@$6ý& '(& )1ACBD¡6¤ E¥þý¦F¢HG bdx1r(€YU4‰‚ w i9bHi(p6i9q6r s q6v g4

7ú1¢I¡qÿQP2ú1¢Xýqÿ   R7 ST08    V§eC‘UT%‚ g4i9bHi(p6i9q1r s q6v

UWVYXa`9bdc VfehgWi9bHi§p9i1q6r s Utgtuv

© SAP AG 2006

© SAP AG

SM100

4-46

6ROXWLRQ 'DWDEDVH

&RUSRUDWH UHSRVLWRU\ RI HQWHUSULVH NQRZOHGJH
3UREOHP -$ 2EMHFW '( 3UREOHP )5 6ROXWLRQ (6 6ROXWLRQ $WWDFKPHQWV 2EMHFW (1 „ &DWHJRUL]DWLRQ RI LQIRUPDWLRQ

„ ,QGH[HG GDWDEVH IRU TXLFN UHWULHYDO „ 6HFXULW\ SURILOHV

© SAP AG 2006

© SAP AG

SM100

4-47

,&:HE&OLHQW

&RQWHQW „ 6HUYLFH &RQWUDFWV  6HUYLFH /HYHO $JUHHPHQWV

„ UG 3DUW\ ,QWHUIDFH

„ ,& :HE&OLHQW  ,& :HE&OLHQW (QGXVHU

„ 6ROXWLRQ 'DWDEDVH

© SAP AG 2006

© SAP AG

SM100

4-48

,QWHUDFWLRQ &HQWHU :HE &OLHQW
7KH ,QWHUDFWLRQ &HQWHU :HE &OLHQW LV XVHG DV D ZHEEDVHG 8, IRU WKH 6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN ,W LV RIIHUHG DV DQ DOWHUQDWLYH 8, IRU WKH 6HUYLFH 'HVN PHVVDJH 6/)1

DV RI 6$3 6ROXWLRQ 0DQDJHU 5HOHDVH  63  7KH *8, WUDQVDFWLRQV ZLOO VWLOO EH DYDLODEOH IRU PHVVDJH FUHDWLRQ DQG SURFHVVLQJ ZHEEDVHG FUHDWLRQ RI 6HUYLFH 'HVN PHVVDJHV DOUHDG\ SRVVLEOH LQ 6$3 6ROXWLRQ 0DQDJHU  ZLWK WUDQVDFWLRQ 127,)B&5($7(B%63

 3UHFRQILJXUDWLRQ IRU WKH 6HUYLFH 'HVN PHVVDJH LV SURYLGHG LQ 6$3 6ROXWLRQ 0DQDJHU

© SAP AG 2006

© SAP AG

SM100

4-49

UG 3DUW\ ,QWHUIDFH

&RQWHQW „ 6HUYLFH &RQWUDFWV  6HUYLFH /HYHO $JUHHPHQWV

„ UG 3DUW\ ,QWHUIDFH

„ ,& :HE&OLHQW  ,& :HE&OLHQW (QGXVHU

„ 6ROXWLRQ 'DWDEDVH

© SAP AG 2006

© SAP AG

SM100

4-50

3DUWQHU ,QWHUIDFH WR 6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN „ 6$3 6ROXWLRQ 0DQDJHU  RIIHUV D ELGLUHFWLRQDO LQWHUIDFH WKDW HQDEOHV WKH H[FKDQJH RI PHVVDJHV EHWZHHQ 6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN DQG WKLUG SDUW\ KHOS GHVN WRROV „ 6$3 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN FDQ EH LQWHJUDWHG LQWR H[LVWLQJ KHOS GHVN DSSOLFDWLRQV „ 7KH LQWHUIDFH LV RSHQ DQG DQ\ SDUWQHU FDQ VXEVFULEH WR LW WKHUH LV QR SUHIHUUHG SDUWQHU WRRO „ ,W LV EDVHG XSRQ ZHE VHUYLFHV VLPSOH IOH[LEOH DQG SODWIRUP LQGHSHQGHQW

DQG LV RIILFLDOO\ FHUWLILHG E\ 6$3 © SAP AG 2006 © SAP AG SM100 4-51 .

.QWHJUDWH UG3DUW\ +HOS 'HVNV %LGLUHFWLRQDO LQWHUIDFH IRU H[FKDQJH RI SUREOHP PHVVDJHV o o o 2SHQ LQWHUIDFH LQGHSHQGHQW RI H[LVWLQJ UGSDUW\ KHOS GHVN DSSOLFDWLRQV %DVHG RQ :HE VHUYLFHV 6$3 $OLJQHG ZLWK H[LVWLQJ VWDQGDUGV IRU PHVVDJH H[FKDQJH HJ 62$3.

Other than that. 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 4-52 . 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. 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. one message takes the lead. &XVWRPHU 6$3 6XSSRUW yCzy{y{k|d}€z 6ROXWLRQ 0DQDJHU 6HUYLFH 'HVN 5)& y6zd{d{d|}€z pqr sqt uvwqx pqr H[WHUQHU +HOS'HVN uvwqx yCzy{d{k|d}~z 62$3+773 sqt 6$3 $SSOLFDWLRQ © SAP AG 2006 5)& „ „ „ „ „ Forwarding a massage into another help desk creates a corresponding message there. i.e.

6$3 6ROXWLRQ 0DQDJHU  6HUYLFH 'HVN 2YHUYLHZ DQG 3URFHVV &50 0DVWHU 'DWD $SSHQGL[ $GYDQFHG 6HUYLFH 'HVN © SAP AG SM100 4-53 .

6HUYLFH 'HVN 3URFHVV &RQWHQW „ &UHDWLQJ D VXSSRUW GHVN PHVVDJH „ 6ROYLQJ D VXSSRUW GHVN PHVVDJH © SAP AG 2006 © SAP AG SM100 4-54 .

7KH 6XSSRUW 3URFHVV (QG 8VHU ™1šI›€œ£›Ÿž— šˆ¡…¢9£“›€¤ ¥ ›~ž‹ž’œ’¦F› ƒ‚…„†4‡ ˆ‰‹ŠŒFŽ#9Ž# ‘’Œ ‡F“ Ž“Š”9•  1šˆ¡§~¨ ©9›€ž†ª¡£«…a¨ ¡¬  6ROXWLRQ 6XSSRUW ª›€œ’šˆ°¯±!²¡š ª6¡£“«a¨ ¡¬  RU 6$3 6HUYLFH 0DUNHWSODFH „9†W‡ „ “ • –€ŠI “ ‰R—4”F‰‹”…˜ŒFŽ 6 ­ ¨ ¬© ª¡££a«“¨ ¡¬ º…¶~µ zy{f»…|dµ |Ÿ¼Ÿ|¥{dz ½ zk¸ ¾€¿ ÀdzDÁ‹¸“¶ŸÂ ´ Àyµ { Òzy{dµ…Á‹¸ |dÀ¥µa¿ Àz¥{§»Fà ­ ¡šI®Yœ‹šI©R 1šˆ¡¢F£ ›‹¤ ¥ ›~ž‹ž…œ‹¦9›  1šˆ¡1§~¨“©›¯ž†ª6¡££a« ¨ ¡£¬  ³9´ {dµ ¶¯·Yzk¸¹ { º’¶~µ z¥{f»…|yµ |k¼~|y{yz  1šˆ¡§Ÿ¨“©9›~ž†ª6¡££a« ¨ ¡¬  6$3 $FWLYH *OREDO 6XSSRUW &XVWRPHU © SAP AG 2006 6$3 „ In case the Solution Support can´t find a solution the message can be forwarded to SAP. © SAP AG SM100 4-55 .

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

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

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

2SHQ WKH 6HUYLFH 0HVVDJH 'LIIHUHQW ZD\V WR VHOHFW RSHQ D VHUYLFH GHVN PHVVDJH '6:3 &50B'12B021.725 © 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 .

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 .

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

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

tasks or dates The Locator can be switched off in order to enlarge the screen for the message handling © SAP AG SM100 4-65 .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.

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

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. Alternative: Just enter the message processor’s last name or the business partner number © SAP AG SM100 4-67 . Confirm the search using Enter.

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 .

© SAP AG SM100 4-71 . The note number and the description will be copied to the message.'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.

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.. you can choose 1RWH $VVLVWDQW © SAP AG SM100 4-72 . in your development system to test the correction).

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

6HDUFK . © SAP AG SM100 4-74 .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.

© SAP AG SM100 4-75 . • For S-user authorization requirements. The contact you maintain corresponds to the S-user in SAP Support Portal without ’S’. • 2. Enter a Solution Manager User in field "User". 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.0. see: Configuration Guide SAP Solution Manager 4.g.68VHU 0DLQWHQDQFH . You request your user ID for the SAP Support Portal via ZZZVHUYLFHVDSFRP „ $FWLYLWLHV • 1. An S-User is a user ID for the SAP Support Portal.0* 7$ 6352 .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. Assign a SAP Support Portal contact (S-User without S) in field "Contact ".

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 .6HQG 0HVVDJH WR 6$3  © SAP AG 2006 „ „ „ Return to the 2YHUYLHZ tab. Switch to .

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

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 .

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

6HFXUH $UHD .QWHJUDWLRQ  © SAP AG 2006 „ Choose the relevant System type © SAP AG SM100 4-82 .

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 .6HFXUH $UHD .

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

For automatic update.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 . a batch job has to be defined (program RNOTIFUPDATE01).

&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 .

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

&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. © SAP AG SM100 4-89 .

$SSHQGL[ 0RQLWRULQJ © SAP AG 2006 © SAP AG SM100 4-90 .

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 .

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

ƒ 7LPH .QWHUYDO ƒ $QDO\VLV 7\SH %XVLQHVV 3DUWQHU 6WDWXV 6ROXWLRQ .QIRPDWLRQ.

ƒ *URXSLQJ ƒ 0HVVDJH $WWULEXWHV 3ULRULW\ &DWHJRU\ &RPSRQHQW 6WDWXV .

y 3HULRG :HHNO\ 0RQWKO\ $QQXDOO\ .

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

© SAP AG SM100 4-95 .: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.

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

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

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

and it will be automatically assigned to the role.&UHDWLQJ SDUDPHWHU WUDQVDFWLRQ © SAP AG 2006 „ „ „ „ „ „ Via transaction PFCG you can create a role specific parameter transaction. 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 .

© 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 .

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

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

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

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

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

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

8VHU .QWHUIDFH Ú Ð Ô£È…Û Ø È6Ê9ܗӋƋƒ̅ÒÓ¯Æ Ú × Ó Ð ÇHÅ Ø Å Õ¯Ì’ÇˆÅ È Ð È Ø Ì£Õ€Õ…È1ß Ð ÇÉæ Å ç Ó£ç£Å Ø Ì Ð Å Ð ÕÅ × Ó Ð ÇCÅ Æ Ê“Óå£È6Ê“ÇÓ × Ô‹ËRåFÙ…È Ð ÓtÇˆÙ‹Ó ÜÍӯƒƅ̋ÒFÓÍÕÊaӋ̯ÇÉÈÊFÕ¯Ì Ð Ø Å Ð’× Ì’Õ’Õ’Èß Ð ÇCÅ Ð€Ø È6ʍܗ̋ÇHÅ È Ð Ù¯ÓFÊaӅç ÝfՒկӒƒƃÇÉȆÞÓ9Ê ÑFŠՋÓRà6ӋÆÖ ÜÍӒƒƅ̋ÒÓ‹Æ ÝfՅկӋƒÆtÇȆÞCÈ6Π߯ÇHÅ È Ð àC̋ÇÌԒ̯ƒÓtÌ Ð‹×âá ÈÇaÓ‹Æ Æ£Ó’ÌFʍգÙRŠРLjًÓÍÞ1Ý4ã ÞCÓÊ Ñ9ŠկӆäWÌFÊ#Ö~ӯLjå9Î Ì…Õ¯Ó ÄYŠƒÇÉÈ6Ê ËÍÌFΠΠȅÏWÆtÇÉÈ Ð Ì¯Ñ9Å ÒF̋ǍӉԒ̅ՅÖ4Ì Ð‹×†Ø ÈÊaÇHÙ © SAP AG 2006 © SAP AG SM100 4-109 .

8VHU .QWHUIDFH ÝfՀÇI߯Ì9΀ܗӯƒƅ̒ÒFÓÇӀےǥè Þ9Ýã á È£ÇÓ¯Æ • Þ6ÈΠ߀ÇIÅ È ÐÍ× Ì’ÇÌFԅ̯ƒÓÍé“Æ‹Ó’ÌFʍÕÙWÏÍŠLj٠• ÆÈ1Î ß¯ÇˆÅ È Ð Õ’È Ð ÇӯۅÇ9Ì Ð’× Ì ×× Ó × ÆÈ1Î ß¯ÇˆÅ È Ð Æ…ê ÝDǍÇÉ̒ÕÙ’Ü—Ó Ð ÇÆ • ë хÓFÊ ÑFÅ Ó¯ÏìÈ Ð ÜÍÓ‹Æ’Æ’Ì…Ò£Ó ÏÍŠLjك̣ՋՋӋƯÆÍÇÈ6è í Þ9ÝTã†Ý§ÇÇˆÊHÅ Ô1߯ÇÓ‹Æ í Þ9ÝTã‰Õ’È Ð ÇÓ€Û…Ç í à6È9Õß’Ü—Ó Ð ÇCî9Î È…Ï ï§ß€Æ1ŠРӯƒÆ!ãÌÊaÇ Ð ÓʓÆ!ŠРѣÈÎ Ñ…Ó × ÝfÕ€ÇˆÅ È Ð ÆÍ̯ђÌFÅ Î ÌÔ9Î Ó © SAP AG 2006 © SAP AG SM100 4-110 .

QWHJUDWLRQ 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 © SAP AG SM100 4-111 .$SSHQGL[ .

+HOS ! &UHDWH 6XSSRUW 0HVVDJH +HOS o &UHDWH 6XSSRUW 0HVVDJH „ &RQWH[W 'DWD ZLOO EH GHOLYHUHG 6\VWHP YDULDEOHV.

„ &RPSRQHQW LV SUHDVVLJQHG GHSHQGV RQ WKH WUDQVDFWLRQ LQ ZKLFK WKH +HOS o &UHDWH 6XSSRUW 0HVVDJH ZDV H[HFXWHG.

„ $XWRPDWLF DVVLJQPHQW RI LQVWDOOHG EDVH FRPSRQHQW DQG EXVLQHVV SDUWQHUV „ $XWRPDWLF DVVLJQPHQW RI +RWOLQH 6XSSRUW VHUYLFH SURGXFW LQ WKH EDFNJURXQG.

„ 6$3 $WWULEXWHV 6$3 V\VWHP DQG GHWDLOV.

ILOOV DXWRPDWLFDOO\ © SAP AG 2006 © SAP AG SM100 4-112 .

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 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 .QWHUQHW &XVWRPHU 6HOI 6HUYLFH .

.QWHUDFWLRQ &HQWHU :HE &OLHQW * Verfügbarkeit mit Support Package Stack 6 © SAP AG 2006 © SAP AG SM100 4-115 .

© SAP AG SM100 4-116 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 5-1 .

7\SLFDO 4XHVWLRQV WR EH DQVZHUHG E\ &KDQJH 5HTXHVW 0DQDJHPHQW 5HSRUWLQJ :KLFK FKDQJH UHTXHVWV DUH LQ SURFHVVFRPSOHWHG" „ %\ VWDWXV W\SH QH[W VWHSV  PDLQWHQDQFH ZLQGRZ „ 3HU RUJDQL]DWLRQ XVHU W\SH VWHS +RZ ORQJ GR FKDQJH UHTXHVWV WDNH WR EH FRPSOHWHG" :KLFK WUDQVSRUWV EHORQJ WR ZKLFK FKDQJH UHTXHVW DQG YLFH YHUVD" :KDW LV WKH FXUUHQW WUDQVSRUW VWDWXV LQ ZKLFK V\VWHP.

in which systems and when? • Who requested/approved/developed/tested the change? © SAP AG SM100 5-2 ." +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 „ The Change Request Management processes extend the incident/problem message of SAP Solution Manager • 7KH PDLQ IRFXV RI &KDQJH 5HTXHVW 0DQDJHPHQW LV WR JDLQ SURFHVV UHOLDELOLW\ DQG SURFHVV WUDQVSDUHQF\ „ Questions that can be answered by Change Request Management: • Who changed which object.

/HVVRQ 2EMHFWLYHV „ 'HILQH WKH &KDQJH 5HTXHVW 0DQDJHPHQW EXVLQHVV SURFHVV „ 'HVFULEH WKH YDULRXV HOHPHQWV RI &KDQJH 5HTXHVW 0DQDJHPHQW DV SDUW RI 6$3 6ROXWLRQ 0DQDJHU $IWHU FRPSOHWLQJ WKLV OHVVRQ \RX ZLOO EH EH DEOH WR „ ([SODLQ KRZ WR XVH WKH 6$3 6ROXWLRQ 0DQDJHU V\VWHP IRU WKH &KDQJH 5HTXHVW 0DQDJHPHQW VFHQDULR © SAP AG 2006 © SAP AG SM100 5-3 .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-4 .

8QLW 2EMHFWLYHV „ ([SODLQ WKH FRQFHSW RI WKH &KDQJH 5HTXHVW 0DQDJHPHQW „ 'HVFULEH WKH &KDQJH 5HTXHVW 0DQDJHPHQW VWRU\ OLQH $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 5-5 .

Test management Best Practices for messaging Integration of 3rdparty help desks 5RRW &DXVH $QDO\VLV 'HOLYHU\ RI 6$3 6HUYLFHV † † † † † † Follows ITIL standards Maintenance processes † † Onsite/remote delivery Issue Management Performance measurement Log files and dumps Traces Technical configuration management © SAP AG 2006 © SAP AG SM100 5-6 . E-learning mgmt.6$3 6ROXWLRQ 0DQDJHU 6FHQDULRV ² &KDQJH 5HTXHVW 0DQDJHPHQW .1(66 352&(66(6 &25( System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch Alert 6HUYLFH 'HVN † † † † † &KDQJH 5HTXHVW 0DQDJHPHQW SAP methods & tools E-learning mgmt.PSOHPHQWDWLRQ RI 6$3 VROXWLRQV 6ROXWLRQ 0RQLWRULQJ † † † † † † † † † † † SAP methods & tools Global rollout Customizing sync. Test management 8SJUDGH RI 6$3 VROXWLRQV %86.

7. provision and support of IT services • Provides the basis for improvement of the use and effect of an operationally deployed IT infrastructure • Describes the architecture for establishing and operating IT service management. with the guidelines describing what rather than how. The impartial view of the external consultant may help to break away from the rigid structures. the requirements of the company. © SAP AG SM100 5-7 . • The ITIL books are best practice guidelines for service management./ 6FHQDULR &KDQJH 0DQDJHPHQW DR¤¥72 ¥Y43B€ 02¦sB§¦©¨ 9Ac B§ vY %BY 0d¦  ¢¡£¡§430CS©B£c  –HY@C024€ ˜™B¥€ 02¦sB£¦C¨ ‰ 'a¡§c ¤©'—¤ ¦dB¥Y 0d¦ ‚§SCB£ceH©B%Y 0d¦%‡ru20£¥&ˆ ‰ '¡£c ¤¥'‘¤§¦%&BY 0d¦EDU¤S§ ¤i 9 @¥B£¦C7C¤ A (¢B£¦¥B7£¤©ˆ 'E¤£¦ &KDQJH 0RQLWRULQJ (¢02¦£ &024€6¦¥7—B ¦©¨ u$c BC¦§¦§`¦©7 xqH£`c ¨26¦©7 ’£¤%Y6¦¥7 ‰ '“¡£c ¤¥'E¤ ¦&B¥Y 0d¦ uR430§743B¥'”‡ uR4&0•r¤© (–B£¦¥B7£¤Cˆ '—¤£¦ © SAP AG 2006 „ :KDW LV . above all.&KDQJH 5HTXHVW 0DQDJHPHQW . the internal culture and. Service management is tailored to the size.7./Š" • Acronym for the "IT Infrastructure Library" guidelines developed for the British government • De-facto global standard in the area of service management • Contains comprehensive publicly accessible documentation on the planning.

7KUHH 7LHUV RI &KDQJH 5HTXHVW 0DQDJHPHQW
6$3 6ROXWLRQ 0DQDJHU
&KDQJH $GPLQ 3URMHFW 0DQDJHPHQW 3URMHFW 0DQDJHPHQW &KDQJH /RJLVWLFV

e e e e e e

e e e e e

0DQDJHPHQW RI DOO FKDQJH UHTXHVWV &KDQJH UHTXHVW FDWHJRUL]DWLRQ &KDQJH GRFXPHQWDWLRQ $SSURYDO ZRUNIORZ 6WDWXV UHSRUWLQJ

3URMHFW &RQILJXUDWLRQ 3URMHFW /DQGVFDSH 'HILQLWLRQ 3URMHFW GRFXPHQWDWLRQ 3URMHFW 6FRSLQJ %OXHSULQWLQJ DQG 6SHFLILFDWLRQ 7HVW PDQDJHPHQW

e e e e

&KDQJH &RQWURO DQG 5HFRUGLQJ 6HDPOHVV LQWHJUDWLRQ LQWR 706 7UDQVSRUW VFKHGXOLQJ 7UDQVSRUW WUDFNLQJ

© SAP AG 2006

© SAP AG

SM100

5-8

6WRU\ /LQH &KDQJH 5HTXHVW 0DQDJHPHQW
$Q HIIHFWLYH DSSOLFDWLRQ PDQDJHPHQW LV NH\ IRU FRPSDQLHV WR VWD\ DKHDG RI FRPSHWLWLRQ 6$3¶V VFRSH RI DSSOLFDWLRQ PDQDJHPHQW LQFOXGHV DOO W\SHV RI DSSOLFDWLRQ FKDQJHV

„ %XVLQHVV SURFHVV FKDQJHV LPSOHPHQWDWLRQ DQG XSJUDGH SURMHFWV „ 3HULRGLF PDLQWHQDQFH „ (PHUJHQF\ FRUUHFWLRQV

&KDQJH 5HTXHVW 0DQDJHPHQW VWUHQJWKHQV WKH VWUDWHJ\ RI 6$3 6ROXWLRQ 0DQDJHU DV 6$3¶V DSSOLFDWLRQ PDQDJHPHQW SODWIRUP ZKLFK
„ (QVXUHV UHOLDELOLW\ „ 5HGXFHV 7RWDO &RVW RI 2ZQHUVKLS DQG LQFUHDVHV 7RWDO 6ROXWLRQ 9DOXH

„ %ULGJHV WKH JDS EHWZHHQ EXVLQHVV UHTXLUHPHQWV DQG ,7 DGPLQLVWUDWLRQ

© SAP AG 2006

© SAP AG

SM100

5-9

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV LQ D 1XWVKHOO

DR¤¥GdH¤%©r024 "R¤C4&S§ %¤—TF¤%§V ‚d'a¡§c 0C#¥¤¥¤ 9t@¥B£¦©7§¤ (¢B£¦¥B¥7£¤£4 9t@¥B£¦©7§¤  A¨©S  ¥024f# xF0£B£43¨ TU¤%S¥¤§c 02¡¥¤£4 ’£¤%©d¤§4 ‰ ’‘hb¡¤£4&B304
© SAP AG 2006

« FUHDWHV DQ 6HUYLFH 0HVVDJH RU D &KDQJH 5HTXHVW GLUHFWO\ « KDQGOHV WKH 6HUYLFH 0HVVDJH DQG FUHDWHV D &KDQJH 5HTXHVW « FDWHJRUL]HV DSSURYHV DQG PRQLWRUV &KDQJH 5HTXHVWV « LV WKH 6WHHULQJ &RPPLWWHH LQ WKH &KDQJH 0DQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR WKH 7HVWHU « WHVWV D FKDQJH VHWV VWDWXV LQ WKH &KDQJH 'RFXPHQW « WDNHV FDUH RI VRIWZDUH ORJLVWLFV

© SAP AG

SM100

5-10

8QLW 6XPPDU\

$IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR
„ „

([SODLQ WKH FRQFHSW RI WKH &KDQJH 5HTXHVW 0DQDJHPHQW

'HVFULEH WKH &KDQJH 5HTXHVW 0DQDJHPHQW VWRU\ OLQH

© SAP AG 2006

© SAP AG

SM100

5-11

6$3 6ROXWLRQ 0DQDJHU 
2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV

$GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[

6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV

© SAP AG

SM100

5-12

8QLW 2EMHFWLYHV

$IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR
„ „ „

([SODLQ WKH HOHPHQWV RI D SURMHFW F\FOH

([SODLQ WKH XVH FDVH RI FKDQJH PDQDJHPHQW EDVHG RQ SURMHFW F\FOHV

([SODLQ WKH SKDVH VWUXFWXUH RI D SURMHFW F\FOH

© SAP AG 2006

© SAP AG

SM100

5-13

5HOHDVH 0DQDJHPHQW
6$3 6ROXWLRQ 0DQDJHU

&KDQJH 5HTXHVW 0DQDJHPHQW
Physical (development) systems Logical systems (clients) Transport Request
CTS project

Project cycle transaction

Project cycle task list

IMG project
F3URMHFWV

CTS project CTS project 

Project created in cProjects

SAP Solution Manager project

IMG project 

CTS project CTS project CTS project 

© SAP AG 2006

„ „

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.

„ „

© SAP AG

SM100

5-14

6$3 6ROXWLRQ 0DQDJHU 3URMHFWV DQG 3URMHFW &\FOHV

F3URMHFW 6$3 6ROXWLRQ 0DQDJHU SURMHFW 3URMHFW F\FOH

g©hjikhl m¥npohpqsrCn%tjusvkh w x$yem–m¥z{xRyz`hpl hkusvshk|

} hsvsrCnptsusv{h

%o‚hpz„ƒ™h%qs…‡† …sm©zdz`h{…jrr€ m©qAntjukv{h

m%dl € i{h ~nts ujv™h

© SAP AG 2006

„ „

Each project cycle is controlled by it‘s phases. Project phases are static and linked to each cycle Each project cycle phase offers certain functions in differ by the project type.

© SAP AG

SM100

5-15

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV

DR¤¥GdH¤%©d¤§4 "R¤C4&S§ %¤—TF¤%§V ‚d'a¡§c 0C#¥¤¥¤ 9t@¥B£¦©7§¤ (¢B£¦¥B¥7£¤£4 9t@¥B£¦©7§¤  A¨©S  ¥024f# xF0£B£43¨ TU¤%S¥¤§c 02¡¥¤£4 ’£¤%©d¤§4 ‰ ’‘hb¡¤£4&B304
© SAP AG 2006

« FUHDWHV DQ VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\ « KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW « FDWHJRUL]HV DSSURYHV DQG PRQLWRUV &KDQJH 5HTXHVWV « LV WKH VWHHULQJ FRPPLWWHH LQ WKH FKDQJH PDQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR WKH 7HVWHU « WHVWV D FKDQJH DQG VHWV LWV VWDWXV LQ WKH UHOHYDQW FKDQJH WUDQVDFWLRQ « WDNHV FDUH RI VRIWZDUH ORJLVWLFV

„ „ „

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.

© SAP AG

SM100

5-16

&KDQJH 5HTXHVW 0DQDJHPHQW ² &\FOH 0DQDJHPHQW
6$3 6ROXWLRQ 0DQDJHU

– ˜‘ ‘ ‘“” ‘ — ŽŽ –• ’‘ Œ Ž

Cycle Transaction

9A@¥B£¦©7£¤ (¢B£¦B¥7£¤§4

u$DqT Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev

Project Cycle

‰  " Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev T‚£ˆ

Cycle Task List

© SAP AG 2006

„ „

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.

„

© SAP AG

SM100

5-17

6WDWXV 6FKHPD RI D 6LQJOH 3URMHFW &\FOH
:LWKGUDZQ &UHDWHG ,Q 'HYHORSPHQW ZLWKRXW 5HOHDVH ,Q 'HYHORSPHQW ZLWK 5HOHDVH 7HVW (PHUJHQF\ &RUUHFWLRQ *R /LYH %HLQJ &RPSOHWHG
© SAP AG 2006

&RPSOHWHG

© SAP AG

SM100

5-18

5HOHDVH 0DQDJHPHQW ZLWK &KDQJH 5HTXHVW 0DQDJHPHQW 6$3 6ROXWLRQ 0DQDJHU SURMHFWV FDQ EH H[WHQGHG E\ DGGLQJ SURMHFW F\FOHV ZKLFK FRQWURO SURMHFW SKDVHV 3URMHFW SKDVHV GHWHUPLQH ZKHWKHU RU QRW WUDQVSRUW UHTXHVWV FDQ EH FUHDWHG UHOHDVHG RU LPSRUWHG 3URMHFW SKDVHV DUH YLVLEOH LQ WKH EOXHSULQW DQG FRQILJXUDWLRQ WUDQVDFWLRQV F3URMHFWV FDQ EH XVHG WR H[WHQG SURMHFW PDQDJHPHQW FDSDELOLWLHV DQG WR PDQDJH PXOWLSOH SKDVHVSHFLILF SURMHFWV

© SAP AG 2006

„

This is the IT Infrastructure Library (ITIL) definition of release management. ITIL is the de-facto global standard for service management. For more information, go to www.itil.org

© SAP AG

SM100

5-19

3URMHFW $GPLQLVWUDWLRQ DQG 3URMHFW &\FOHV &\FOH 7DVN /LVW &KDQJH 5HTXHVW 0DQDJHPHQW &\FOH &50.

7UDQVDFWLRQ 3URMHFW &\FOH 6\VWHP /DQGVFDSH 6\VWHPV /RJLFDO &RPSRQHQWV.

© 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.

named SDMJ will be released as of SP13 for SAP Solution Manager 3. Imports into test systems are performed by using the import method LPSRUW SURMHFW. ( new implementation of transaction type SDMI.PSRUW 3URMHFW ™¥z6mjšXhk…jr£›œ‡„„hpz žqŸ§  ¡t¢q£ ™©z„m‡š„h{…‡r£›œs`Xhz ¤$¥qž ¦§¥¨£§ ©¥ª$« Project transport requests © SAP AG 2006 „ „ „ Regular corrections are exported as test transports.20 and SP5 for SAP Solution Manager 4. all transport requests that belong to a regular correction are exported.0 ) © SAP AG SM100 5-21 . Test transports are performed as transports of copies. No new transport requests can be created for that particular regular correction. (All project-related transport requests are imported in the sequence in which they are exported into the test system.&RQVLVWHQF\ RI 3URMHFW &\FOHV :LWK .) At the time of test confirmed status.

8QLW 6XPPDU\ „ ([SODLQ WKH XVH FDVH RI FKDQJH PDQDJHPHQW EDVHG RQ SURMHFW F\FOHV „ ([SODLQ WKH SKDVH VWUXFWXUH RI D SURMHFW F\FOH „ ([SODLQ WKH HOHPHQWV RI D SURMHFW F\FOH $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 5-22 .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-23 .

8QLW 2EMHFWLYHV „ ([SODLQ WKH UHOHYDQW FRQWURO LWHPV ZLWKLQ D FKDQJH UHTXHVWV ƒ 6XEMHFWV ƒ .%DVH.QVWDOOHG %DVH .

„ 'HVFULEH WKH SKDVH VHPDQWLFV RI LPSOHPHQWDWLRQ XSJUDGH WHPSODWH DQG PDLQWHQDQFH SURMHFW F\FOHV $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 5-24 .

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

© SAP AG SM100 5-26 .&KDQJH 5HTXHVW 0DQDJHPHQW $UFKLWHFWXUH 6$3 6ROXWLRQ 0DQDJHU Physical (development) systems Logical systems (clients) Change Transaction Cycle Task List Transport Transport Transport Request Request Request CTS project Change Request Cycle Transaction IMG project CTS project CTS project F3URMHFWV  Project created in cProjects Solution Manager Project IMG project  CTS project CTS project CTS project  © SAP AG 2006 „ „ The prerequisite for creating change request is the existence of a solution manager project with IMG project for satellite system(s) and CTS Project for development client(s). During approval the existance of a Project cycle including a cycle transaction and a cycle task list is checked.

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV ¥R§¥±d²§%³©´d§§° £R§C°&¬§¼ ½%§—žF§%³§¾ Ÿd¿a¯§­ ®CÀ¥§¥§ ¶t·¥¸ © © ¨§§ ¹ ¸ © ¸ ¨£§£° ¶t·¥¸ © © ¨§§ ¢Aª©¬ ¼ ³¥®2°fÀ ÁF® ¸ 3 °ª žU§%¬¥§§­ ®2¯¥§£° µ£§%³©´d§§° º µ‘»b¯§£° ¸ ´3®° © SAP AG 2006 « FUHDWHV D VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\.

« KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW LI QHFHVVDU\ « FDWHJRUL]HV DSSURYHV DQG PRQLWRUV &KDQJH 5HTXHVWV « LV WKH 6WHHULQJ &RPPLWWHH LQ WKH &KDQJH 0DQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV LW RYHU WR EH WHVWHG « WHVWV D FKDQJH DQG VHWV LWV VWDWXV LQ WKH FKDQJH WUDQVDFWLRQ « WDNHV FDUH RI WKH VRIWZDUH ORJLVWLFV VLGH RI LPSOHPHQWLQJ WKH FKDQJH © SAP AG SM100 5-27 .

© SAP AG SM100 5-28 ..PSOHPHQWDWLRQ 8SJUDGH DQG 7HPSODWH 3URMHFWV F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 3URMHFW 3KDVHV g©hjikhl m¥npohqjrCn%tjusv™h w xRy`mtm©z™xdy¥zeh%l hkujvkhs| ©h{ƒ¥œpl uz Š m©zdz`h{…‡r&€ m¥qjv Synchronizing } hjvkr %o‚hz6ƒhpqs…‡† Š¥ m zrz`hk…jr&€ m¥q ~ m%Xl € ikh Synchronizing Synchronizing © SAP AG 2006 „ For Implementation. Upgrade and Template Projects. regular corrections can be only approved during the project phase development w/o release and development w/ release.

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5HJXODU &RUUHFWLRQ 6$3 6ROXWLRQ 0DQDJHU ɕ ȑ Æ Ç‘ÄŠÑ – ˜‘ ‘ ‘“” ‘ — ŽŽ –• ’‘ Œ Ž £$§£°&¬£¼e½%§—žF§%³£¾ Ÿ2¿¯£­e®CÀ§¥§ Êkhkh{‹›su™…™Ë Service Message ¥R§¥±d²¥§³C´d§§° Change Request ¶t·©¸ © © ¨§§ ¹ ¸ © ¸ ¨§§£° ¤$¥qž Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev Change Transaction Project Phases ¡t¢£ Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev žŸ£  © SAP AG 2006 © SAP AG SM100 5-29 .

0DLQWHQDQFH 3URMHFW &\FOH F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 0DLQWHQDQFH 3URMHFW.

0DLQWHQDQFH &\FOH 0&.

© SAP AG SM100 5-30 . g h‡i{hpl m©n™ohqjr C w xRyemÎm¥z™xRyz`hl hsukvjh{| ÂCh{ƒ©œ™l upz Š m©zXz`h{…srr€ m©qjv Synchronization } hsvkr ohpz„ƒphqs…j† Š© m zdz`h{…jrr€ m©q ~ mdÏ€ i{h Synchronization Synchronization ̧z„ƒ™h%q‡r Š© m zXz`h{…srr€ m©qjv wX€ qk‹hnkhqk‹phq‡r¥m™©Í Š | © SAP AG 2006 „ „ In a maintenance project regular corrections can be approved during all phases starting development w/o release up to Go-Live. Urgent Corrections in addition can be approved also during all phases starting development w/o release up to Go-Live.

&KDQJH 5HTXHVW 0DQDJHPHQW ² 8UJHQW &RUUHFWLRQ 6$3 6ROXWLRQ 0DQDJHU ɕ ȑ Æ Ç‘ÄŠÑ – ˜‘ ‘ ‘“” ‘ — ŽŽ –• ’‘ Œ Ž £$§£°&¬£¼e½%§—žF§%³£¾ Ÿ2¿¯£­e®CÀ§¥§ Êkhkh{‹›su™…™Ë Service Message ¥R§¥±d²¥§³C´d§§° Change Request ¶t·©¸ © © ¨§§ ¹ ¸ © ¸ ¨§§£° ¤$¥qž Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev Change Transaction Task List ¡t¢£ Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev žŸ£  © SAP AG 2006 „ Different to regular corrections urgent corrections can be managed independent from each other and have their own task list that is being generated when an urgent correction is being approved. © SAP AG SM100 5-31 .

%DVH „ 'HVFULEH WKH SKDVH VHPDQWLFV RI LPSOHPHQWDWLRQ XSJUDGH WHPSODWH DQG PDLQWHQDQFH SURMHFW F\FOHV $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 5-32 .8QLW 6XPPDU\ „ ([SODLQ WKH UHOHYDQW FRQWURO LWHPV ZLWKLQ D FKDQJH UHTXHVWV ƒ 6XEMHFWV ƒ .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-33 .

8QLW 2EMHFWLYHV $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR XQGHUVWDQG WKH IROORZLQJ FRQFHSWV  „ .QWHJUDWLRQ RI D UHJXODU FRUUHFWLRQ XVH FDVH LQWR WKH YDULRXV FRQFHSWV IRU PDQDJLQJ SURMHFW F\FOH SKDVHV „ 7UDQVSRUW FRQFHSW RI WKH UHJXODU FRUUHFWLRQ XVH FDVH „ 6HPDQWLFV RI UHJXODU FRUUHFWLRQV DQG KRZ WKH\ GLIIHU IURP XUJHQW FRUUHFWLRQV © SAP AG 2006 © SAP AG SM100 5-34 .

Technically. Urgent corrections are represented by a task list. Projects within the Change Request Management context are implementation. Technically. an urgent correction is managed by “import subset” and is automatically merged into the current open maintenance cycle. a maintenance cycle is managed by one or more import projects. cProjects allows resource management. which is intended to provide a stable production environment. and cost controlling. time sheet management. upgrade. and template projects can be planned and controlled by cProjects project plans. Any change related to a project moves synchronously from development through test to production or delivery. change requests can be created and released by means of change transactions in the Service Desk. which ensures a consistent change flow. which ensures a consistent change flow. as well as program management. Urgent corrections are fast changes that have to be imported into the production environment as quickly as possible. Implementation. Maintenance cycles are phases within an ongoing maintenance project.PSOHPHQWDWLRQ 3URMHFW 0DUNHW &DPSDLJQ 0DLQWHQDQFH 3URMHFW )LQDQFH ± 6ROXWLRQ )LQDQFH « 0DLQWHQDQFH &\FOHV « 8UJHQW &RUUHFWLRQV © SAP AG 2006 „ „ „ Projects are defined by their release cycles.5HJXODU &RUUHFWLRQV LQ 3URMHFW &\FOHV 6$3 6ROXWLRQ 0DQDJHU ± &KDQJH 5HTXHVW 0DQDJHPHQW 'HYHORSPHQW 7HVW 3URGXFWLRQ 8SJUDGH (53 . One maintenance cycle is represented by a task list. SM100 5-35 „ „ „ „ „ „ „ „ „ © SAP AG . or template project is imported with one or more import projects. an implementation. One implementation. template projects. upgrade. upgrade. Technically. or template project is represented by one task list for managing flow consistency. upgrade.

&KDQJH 5HTXHVW 0DQDJHPHQW 5HJXODU &RUUHFWLRQ 6$3 6ROXWLRQ 0DQDJHU Physical systems Logical systems (clients) Regular Correction Cycle Tasklist 'HYHORSPHQW Transport Request Change Request Cycle Transaction IMG project CTS project ([SRUW WUDQVSRUW UHTXHVWV 21/< Solution Manager Project 7HVW © SAP AG 2006 „ „ „ „ A regular correction is beeing generated as a follow-up transaction by the approval activity. From within a regular correction the creation of a transport request and transport task and the release of related transports are controlled by the Change request/regular correction. Imports are done by means of import projects from within the cycle tasklist. You can find a regular correction when selecting Change document in the easy web access or by starting CRM_DNO_MONITOR transaction and selecting transaction type SDMI. Regular Corrections are directly linked to a project cycle transaction and project cycle tasklist. © SAP AG SM100 5-36 .

PSRUW &76 SURMHFW EXIIHU LQFOXGLQJ DOO UHJXODU DQG XUJHQW FRUUHFWLRQV © SAP AG 2006 „ Import into Production is controlled by the Cycle Tasklist and Cycle Transaction. © SAP AG SM100 5-37 .&KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFW &\FOH 6$3 6ROXWLRQ 0DQDJHU Physical systems Logical systems (clients) Created Development Development Test Go-Live In Completion Cycle Transaction/ Tasklist Solution Manager Project IMG project CTS project Transport Transport Request Transport Request Request 3URGXFWLRQ .

. regular corrections can be only approved during the project phase development w/o release and development w/ release. © SAP AG SM100 5-38 . Upgrade and Template Projects.PSOHPHQWDWLRQ 8SJUDGH DQG 7HPSODWH 3URMHFWV F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 3URMHFW 3KDVHV g hjikhl mnpo‚hq‡r © wex$yem–m¥z{xRyz`hpl hkusvshk| ©hkƒ©œ™l uz Š m¥zXz6hk…sr&€ m©qjv Synchronizing } hsv{r Synchronizing ohz6ƒhqk…‡† Š© m zXz`h{…srr€ m©q Synchronizing ~ m%rÏ€ ikh УmAhjÑnkm¥z`r ÐCmthjÑnkm¥z`r ÐCmAhjÑ%n{m¥zer © SAP AG 2006 „ For Implementation.

© SAP AG SM100 5-39 .0DLQWHQDQFH 3URMHFWV F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 3URMHFW 3KDVHV g hjikhl mnpo‚hq‡r © wex$yem–m¥z{xRyz`hpl hkusvshk| ©hkƒ©œ™l uz Š m¥zXz6hk…sr&€ m©qjv Synchronizing } hsv{r Synchronizing ohz6ƒhqk…‡† Š© m zXz`h{…srr€ m©q Synchronizing ~ m%rÏ€ ikh « УmAhjÑnkm¥z`r ÐCmthjÑnkm¥z`r ÐCmAhjÑ%n{m¥zer © SAP AG 2006 „ For Maintenance Projects Regular Corrections can be approved during the phases Development w/o release up to Go-Life.

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV ¥R§¥±d²§%³©´d§§° £R§C°&¬§¼ ½%§—žF§%³§¾ Ÿd¿a¯§­ ®CÀ¥§¥§ ¶t·¥¸ © © ¨§§ ¹ ¸ © ¸ ¨£§£° ¶t·¥¸ © © ¨§§ ¢Aª©¬ ¼ ³¥®2°fÀ ÁF® ¸ 3 °ª žU§%¬¥§§­ ®2¯¥§£° µ£§%³©´d§§° º µ‘»b¯§£° ¸ ´3®° © SAP AG 2006 « FUHDWHV D VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\.

unit testers and IT operators for managing project imports © SAP AG SM100 5-40 . « KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW LI QHFHVVDU\ « FDWHJRUL]HV DSSURYHV DQG PRQLWRUV FKDQJH UHTXHVWV « LV WKH VWHHULQJ FRPPLWWHH LQ WKH FKDQJH PDQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR WKH 7HVWHU « WHVWV D FKDQJH VHWV VWDWXV LQ WKH &KDQJH 'RFXPHQW « WDNHV FDUH RI VRIWZDUH ORJLVWLFV „ The regular correction directly addresses developers.

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5HJXODU &RUUHFWLRQ 6$3 6ROXWLRQ 0DQDJHU ɕ ȑ Æ Ç‘ÄŠÑ – ˜‘ ‘ ‘“” ‘ — ŽŽ –• ’‘ Œ Ž £$§£°&¬£¼e½%§—žF§%³£¾ Ÿ2¿¯£­e®CÀ§¥§ Êkhkh{‹›su™…™Ë Service Message ¥R§¥±d²¥§³C´d§§° Change Request žR§%¬©§§­ ®d¯¥§£° µ§§%³©´d§§° º µ‘»1¯¥§£° ¸ ´&®2° Regular Correction ¶t·©¸ © © ¨§§ ¹ ¸ © ¸ ¨§§£° ¤$¥qž Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev Project Phases ¡t¢£ Š m¥qsrrz„m¥l l hk‹trrz6upqsvn™mz`rev žŸ£  © SAP AG 2006 „ A regular Correction is directly linked to the cycle transaction and cycle tasklist. © SAP AG SM100 5-41 .

) At development close. © SAP AG SM100 5-42 . all transport requests that belong to a regular correction are exported. which are performed as transports of copies. No new transport requests can be created for the regular correction. Imports into test systems are performed by using the “import project” method.&RQVLVWHQW 5HJXODU &RUUHFWLRQV LQ D 3URMHFW &\FOH Ò©Ó`ÔjÕXÖk×jØCÙ%ÚjÛ6ۄÖpÓ žqŸ§  ¡t¢q£ Ò¥Ó6ԇÕXÖ{×jØ Ù%ڇÛ6ۄÖÓ ¤$¥qž ¦§¥¨£§§©¥ª$« Regular Corrections Test Transports (Transport of Copies) © SAP AG 2006 „ „ „ Regular corrections are exported as test transports. (All project-related transport requests are imported in the same sequence in which they are exported into the test system.

3URMHFW 3KDVHV DQG 5HJXODU &RUUHFWLRQV LQ 3URMHFWV 6WDWXV WUDQVLWLRQ PDWUL[ IRU UHJXODU FRUUHFWLRQV LQ LPSOHPHQWDWLRQXSJUDGHWHPSODWH SURMHFWV ÜU®°Y¿ ¸ ­ ¶ ®2°Y°3§½%´5¼ ®2© ¤ ·¥¸ ³¥§ ¶ °&§ ¸ ´d§ žR§¬Iâtãr®—§%ß ¯¥®2°&´ žR§¬Iât㣧߯©®°&´ ¶ ¥ ÝU§¥³ ÝU§¥³ ÝU§¥³ ÜF® ÜF® ÜF® ÜF® ¢–¯£¯§°3®C¬©§ Ü ® F ÝÞ§¥³ ÝÞ§¥³ ÜF® ÜF® ÜF® ÜF® ºe© ž §¬%§§­ ®¯ U Ü ® F ÝF§³ ÝF§³ ÜF® ÜF® ÜF® ÜF® Ÿ§ß ¯¥®2°d´ ÜU® Ü ® U ÝÞ§³ ÜU® ÜU® ÜU® ÜU® žR§¬ ¶ ­ ®C³©§ ÜF® Ü ® F ÝU§¥³ ÜF® ÜF® ÜF® ÜF® £R§%´§µ§§³´ ÜU® Ü ® U ÝF§³ ÜU® ÜU® ÜU® ÜU® ¤R°3®§ª2²C½p´€ä ÜF® Ü ® F ÜF® ÜF® ÜF® ÝF§³ ÜF® µ§§%³%´ Ÿd¿—§£°3¨£§£©C½%À ¶  ® °5°&§¥½´Y¼ ®2© à ®§á&¦ ¼ ¬§ º`© ¶ ® ¿“¯§­ §´€¼ ®d© &RPELQDWLRQ RI SURMHFW SKDVH DQG UHJXODU FRUUHFWLRQ VWDWXV YDOXH © SAP AG 2006 © SAP AG SM100 5-43 .

3URMHFW 3KDVHV DQG 5HJXODU &RUUHFWLRQV LQ 0DLQWHQDQFH 6WDWXV WUDQVLWLRQ PDWUL[ IRU UHJXODU FRUUHFWLRQ LQ PDLQWHQDQFH SURMHFWV ÜU®°Y¿ ¸ ­ ¶ ®2°Y°3§½%´5¼ ®2© ¤ ·¥¸ ³¥§ ¶ °&§ ¸ ´d§ žR§¬Iâtãr®—§%ß ¯¥®2°&´ žR§¬Iât㣧߯©®°&´ ¶ ¥ ÝU§¥³ ÝU§¥³ ÝU§¥³ ÝU§¥³ ÝU§¥³ ÝU§¥³ ÜF® ¢–¯£¯§°3®C¬©§ Ü ® F ÝÞ§¥³ ÝÞ§¥³ ÝÞ§¥³ ÝÞ§¥³ ÝÞ§¥³ ÜF® ºe© ž §¬%§§­ ®¯ U Ü ® F ÝF§³ ÝF§³ ÝF§³ ÝF§³ ÝF§³ ÜF® Ÿ§ß ¯¥®2°d´ ÜU® Ü ® U ÝÞ§³ ÜU® ÜU® ÜU® ÜU® žR§¬ ¶ ­ ®C³©§ ÜF® Ü ® F ÝU§¥³ ÜF® ÜF® ÜF® ÜF® £R§%´§µ§§³´ ÜU® Ü ® U ÝF§³ ÜU® ÜU® ÜU® ÜU® ¤R°3®§ª2²C½p´€ä ÜF® Ü ® F ÜF® ÜF® ÜF® ÝF§³ ÜF® µ§§%³%´ Ÿd¿—§£°3¨£§£©C½%À ¶  ® °5°&§¥½´Y¼ ®2© à ®§á&¦ ¼ ¬§ º`© ¶ ® ¿“¯§­ §´€¼ ®d© &RPELQDWLRQ RI SURMHFW SKDVH DQG UHJXODU FRUUHFWLRQ VWDWXV YDOXH © SAP AG 2006 © SAP AG SM100 5-44 .

8QLW 6XPPDU\ $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR XQGHUVWDQG WKH IROORZLQJ FRQFHSWV  „ 6HPDQWLFV RI UHJXODU FRUUHFWLRQV DQG KRZ WKH\ GLIIHU IURP XUJHQW FRUUHFWLRQV „ .QWHJUDWLRQ RI D UHJXODU FRUUHFWLRQ XVH FDVH LQWR WKH YDULRXV FRQFHSWV IRU PDQDJLQJ SURMHFW F\FOH SKDVHV „ 7UDQVSRUW FRQFHSW RI WKH UHJXODU FRUUHFWLRQ XVH FDVH © SAP AG 2006 © SAP AG SM100 5-45 .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-46 .

8QLW 2EMHFWLYHV „ .QWHJUDWLRQ RI WKH XUJHQW FRUUHFWLRQ SURFHVV LQWR WKH SKDVH PDQDJHPHQW RI PDLQWHQDQFH F\FOHV „ 7UDQVSRUW FRQFHSW RI WKH XUJHQW FRUUHFWLRQ SURFHVV „ 6HPDQWLFV RI XUJHQW FRUUHFWLRQV $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR H[SODLQ © SAP AG 2006 © SAP AG SM100 5-47 .

PSRUW XUJHQW FRUUHFWLRQ . The urgent correction transaction allows to perform changes from development up to production in the context of a maintenance project cycle but individually.&KDQJH 5HTXHVW 0DQDJHPHQW 8UJHQW &RUUHFWLRQ 6$3 6ROXWLRQ 0DQDJHU Physical systems Logical systems (clients) Urgent Correction Urgent Correction Tasklist Cycle Tasklist 'HYHORSPHQW Transport Request Change Request IMG project CTS project Solution Manager Maintenance Project 7HVW 3URGXFWLRQ .1 $'9$1&( © SAP AG 2006 „ „ When an urgent correction is being approved a single tasklist for each urgent correction is being generated. © SAP AG SM100 5-48 .

as well as program management. upgrade. a maintenance cycle is managed by one or more import projects. cProjects allows resource management. upgrade. Technically. time sheet management. an implementation. SM100 5-49 „ „ „ „ „ „ „ „ „ © SAP AG . Technically. upgrade. or template project is represented by one task list for managing flow consistency.5HJXODU &RUUHFWLRQV LQ 3URMHFW &\FOHV 6$3 6ROXWLRQ 0DQDJHU ± &KDQJH 5HTXHVW 0DQDJHPHQW 'HYHORSPHQW 7HVW 3URGXFWLRQ 8SJUDGH (53 . template projects.PSOHPHQWDWLRQ 3URMHFW 0DUNHW &DPSDLJQ 0DLQWHQDQFH 3URMHFW )LQDQFH ± 6ROXWLRQ )LQDQFH « 0DLQWHQDQFH &\FOHV « 8UJHQW &RUUHFWLRQV © SAP AG 2006 „ „ „ Projects are defined by their release cycles. which ensures a consistent change flow. Technically. change requests can be created and released by means of change transactions in the Service Desk. an urgent correction is managed by “import subset” and is automatically merged into the current open maintenance cycle. Urgent corrections are fast changes that have to be imported into the production environment as quickly as possible. One implementation. and template projects can be planned and controlled by cProjects project plans. which ensures a consistent change flow. Any change related to a project moves synchronously from development through test to production or delivery. or template project is imported with one or more import projects. Projects within the Change Request Management context are implementation. and cost controlling. which is intended to provide a stable production environment. Urgent corrections are represented by a task list. Maintenance cycles are phases within an ongoing maintenance project. upgrade. One maintenance cycle is represented by a task list. Implementation.

6ROXWLRQ 0DQDJHU 0DLQWHQDQFH 3URMHFWV DQG &\FOHV F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 0DLQWHQDQFH 3URMHFW.

0DLQWHQDQFH &\FOH ë ևì{Öpí Ô©î™ïÖçjØ C õ öR÷eÔÎԥәöR÷Ó`Öí ÖsôkêjÖ{ø óCÖ{æ©Ú™í ôpÓ è Ô©ÓXÓ`Ö{×sØré Ô©çjê Synchronization ù ÖsêkØ ýïÖpӄæpÖçs×jþ è© Ô ÓdÓ`Ö{×jØré Ô©ç ú Ôûdüé ì{Ö Synchronization ñ©ÔÎÖjò%îsÔ©ÓeØ åӄæ™Ö%ç‡Ø è© Ô ÓXÓ`Ö{×sØré Ô©çjê ñCÔtÖjòîkÔ¥Ó`Ø ñCÔAÖjò%î{Ô¥ÓeØ ë©Ö‡ì{Öpí Ô©î™ïÖ%ç‡Ø¥ð ñCÔAÖjò%î{Ô¥ÓeØ © SAP AG 2006 © SAP AG SM100 5-50 .

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV ÿ¡ £¢¥¤¦ ¨§©  « FUHDWHV D VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\.

6 7   8$9 @¨ A"B ¨§C « KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW LI D¥EF'% &7G£ £  QHFHVVDU\ £   ! ££   £   HPI$Q9 §£&(RG SB&  4I "# ¨$£ % &('£  ) ¨§©  0 )213'¦   ©4&5 « FDWHJRUL]HV DSSURYHV DQG PRQLWRUV FKDQJH UHTXHVWV « LV WKH VWHHULQJ FRPPLWWHH LQ WKH FKDQJH PDQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR WKH 7HVWHU « WHVWV D FKDQJH VHWV VWDWXV LQ WKH &KDQJH 'RFXPHQW « WDNHV FDUH RI VRIWZDUH ORJLVWLFV © SAP AG 2006 © SAP AG SM100 5-51 .

&KDQJH 5HTXHVW 0DQDJHPHQW ² 8UJHQW &RUUHFWLRQ 6$3 6ROXWLRQ 0DQDJHU ba `U X UY TU VW 6    8$9…@¨ A"B ¨§C D(E†'%…&7G¦ £  tkÖkÖvuÙsô™×xw Service Message ÿ¡ £¢¥¤£ „§7©  q fsU gUe r ef qa hU gU ef cd Change Request 7   ! 7£   ‚$ÿƒ" "¡ ¨$ % &¥'£  Uip ) ¨§©  0 )21ˆ'£   ©8&( Change Transaction Task List è Ô¥çsØrӄԥí í ևutØrÓ6ôpçsêî™ÔÓ`Øeê  H 6 è Ô¥çsØrӄԥí í ևutØrÓ6ôpçsêî™ÔÓ`Øeê Project Phases "yD€ © SAP AG 2006 „ „ „ An urgent correction is represented by a singular task list that is created when an urgent correction is being generated during approval time. An urgent correction tasklist is being closed when the urgent correction is being closed. An urgent correction can be described as the smallest subproject of a broader maintenance project cycle. © SAP AG SM100 5-52 .

Urgent Corrections are re-imported with import project of the project cycle © SAP AG SM100 5-53 .&RQVLVWHQF\ LQ D 3URMHFW &\FOH ù Ó`ôçjê%îkÔÓ`ØCÙ%ÚjÛ6Û6Ö%Ó "ƒD€  H 6 ù Ó6ôpçsêîkÔ¥ÓeØ£ÙڇۄۄÖÓ ‚$ÿƒ" ‰¦     I‘ Regular corrections Urgent corrections Consolidated transport © SAP AG 2006 „ „ Urgent Corrections are imported with import subset in the sequence the transport requests are exported.

3URMHFW 3KDVHV DQG 8UJHQW &RUUHFWLRQV LQ 0DLQWHQDQFH 6WDWXV WUDQVLWLRQ PDWUL[ IRU XUJHQW FRUUHFWLRQV ”B&QlE  %  &(d4 ¦@„©f9 &  ‚ £ §£   ÿ ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ”#& Hk''R&7$£  ”B& ’B ¦§ ’B ¦§ ’B ¦§ ’B ¦§ ’B ¦§ ”B& 0 "  ¨$¦ % &5' # ”¡& ’B § ’B § ’B § ’B § ’B § ”¡& D—Q'&5˜© ”B& ’# £§ ’# £§ ’# £§ ’# £§ ”B& ”B& )&Q•–) ¦§¦© ”#& ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ”#& ÿ‘ %…‚¡R&I ”#& ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ’“ ¦§ ”#& ‚¥R&I(¤7@¨©Rj ”¡& ’B ¦§ ’B ¦§ ’B ¦§ ’B ¦§ ”¡& ”¡&  ˜     ©˜  "# ¨$hgi˜&A ¨—Q'£&(8© "# ¨$hgi „—5'&58© ) ¨§¨© D¥EA     ¨ @ G  Q & f8 £@¨©R9…&  e &•8‰Q9 $£  0 ™ &QE†'%  ¦©d9 &  &RPELQDWLRQ RI SURMHFW SKDVH DQG XUJHQW FRUUHFWLRQ VWDWXV YDOXH © SAP AG 2006 © SAP AG SM100 5-54 .

QWHJUDWLRQ RI WKH XUJHQW FRUUHFWLRQ SURFHVV LQWR WKH SKDVH PDQDJHPHQW RI PDLQWHQDQFH F\FOHV © SAP AG 2006 © SAP AG SM100 5-55 .8UJHQW &RUUHFWLRQV 3URFHVV 8QLW 6XPPDU\ „ 7UDQVSRUW FRQFHSW RI WKH XUJHQW FRUUHFWLRQ SURFHVV „ 6HPDQWLFV RI XUJHQW FRUUHFWLRQV $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR H[SODLQ „ .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-56 .

$GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV 8QLW 2EMHFWLYHV „ .QWHJUDWLRQ RI WKH WHVW PHVVDJH SURFHVV LQWR WKH YDULRXV PDQDJHPHQW FRQFHSWV RI WKH SURMHFW F\FOH SKDVHV „ 6HPDQWLFV RI WKH DGPLQLVWUDWLRQ PHVVDJH DQG WKH WHVW PHVVDJH $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR XQGHUVWDQG WKH IROORZLQJ FRQFHSWV © SAP AG 2006 © SAP AG SM100 5-57 .

7HVW 0HVVDJH &KDQJH 5HTXHVW 0DQDJHPHQW Physical (development) systems Logical systems (clients) 6$3 6ROXWLRQ 0DQDJHU Test Message Cycle Task List Transport Transport Transport Request Request Request CTS project Cycle Transaction F3URMHFWV IMG project CTS project CTS project  Project created in cProjects Solution Manager Project IMG project  CTS project CTS project CTS project  © SAP AG 2006 © SAP AG SM100 5-58 .

3URMHFW &\FOH F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 3URMHFW 3KDVHV ë ևì{Öpí Ô©î™ïÖçjØ C õ öR÷eÔÎԥәöR÷Ó`Öí ÖsôkêjÖ{ø Synchronizing ù ÖsêkØ Synchronizing ýïÖpӄæpÖçs×jþ è© Ô ÓdÓ`Ö{×jØré Ô©ç Synchronizing ú Ôûdüé ì{Ö ùïÖkÖsêkêsØ ê{ôkæpÖsê õ u¥Ú™Óré ç{æ¢é ç‡ØXÖ{æ¥Ó`ôsØ&é Ô¥çF؄ÖsêjØXø m © SAP AG 2006 „ A test message allows to create and export a transport request within the test phase of a project cycle. © SAP AG SM100 5-59 .

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV ÿ¡ £¢¥¤¦ ¨§©  « FUHDWHV D VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\.

6 7   8$9 @¨ A"B ¨§C « KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW LI D¥EF'% &7G£ £  QHFHVVDU\ £   ! ££   £   HPI$Q9 §£&(RG SB&  4I "# ¨$£ % &('£  ) ¨§©  0 )213'¦   ©4&5
« FDWHJRUL]HV DSSURYHV DQG PRQLWRUV &KDQJH 5HTXHVWV « LV WKH VWHHULQJ FRPPLWWHH LQ WKH FKDQJH PDQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR WKH 7HVWHU « WHVWV D FKDQJH VHWV VWDWXV LQ WKH &KDQJH 'RFXPHQW « WDNHV FDUH RI WKH VRIWZDUH ORJLVWLFV SDUW

© SAP AG 2006

„ „ „

A test message is supposed to be created by a tester but only in the phase test of a certain project. The test phase represents the integration test phase within a project cycle. Corrections are therefore not directly linked to a change request but to the allover project cycle. The Change Manager or Quality Assurance Manager or Project Manager creates the ability to create test messages for a certain project when she/he switches a phase to TEST.

© SAP AG

SM100

5-60

&KDQJH 5HTXHVW 0DQDJHPHQW ² 8UJHQW &RUUHFWLRQ
6$3 6ROXWLRQ 0DQDJHU

q fsU gUe r ef qa hU gU ef cd

Cycle Transaction 

7   ! 7£  

‚$ÿƒ"

"¡ ¨$ % &¥'£  Uip ) ¨§© 
Test Massage Cycle Tasklist

è Ô¥çsØrӄԥí í ևutØrÓ6ôpçsêî™ÔÓ`Øeê
 H 6

è Ô¥çsØrӄԥí í ևutØrÓ6ôpçsêî™ÔÓ`Øeê
Project Phases

"yD€

© SAP AG 2006

© SAP AG

SM100

5-61

3URMHFW 3KDVHV DQG 7HVW 0HVVDJHV LQ 3URMHFWV
6WDWXV WUDQVLWLRQ PDWUL[ IRU WHVW PHVVDJHV

”#&5lE  %  &(l4 ¦@¨©f9 &  ‚ £ §£  

ÿ ’# £§ ’# £§ ’# £§ ’# £§ ’# £§ ’# £§ ”B&

Hk''4&7$  ”‘inH ”‘inH ”‘inH ’“ £§ ”‘inH ”‘inH ”B&

0 "  ¦$¨ % &5' # ”B& ”B& ”B& ’B ¦§ ”B& ”B& ”B&

D—Q'£&(© ”#& ”#& ”#& ’“ ¦§ ”#& ”#& ”#&

)Q&Q•–) „§¦© ”B& ”B& ”B& ’# £§ ”B& ”B& ”B&

ÿ# %…‚¡4&I
”‘imH ”‘imH ”‘imH ”‘imH ”‘imH ”‘imH ”#&

‚¡4&I(¤7@p©dj ”‘inH ”‘inH ”‘inH ”‘inH ”‘inH ”‘inH ”B& 

8     ©  "¡ ¦$hgi˜&A ¨—Q'£&(8© "¡ ¦$hgi „—5'&58© ) ¨§¨© D¥EA     ¨ @ G  5 & f8 £@„©l9 &  e &•8‰Q9 $¦  0 ™ &QEo'%  ¦©d9 & 

&RPELQDWLRQ RI SURMHFW SKDVH DQG WHVW PHVVDJH VWDWXV YDOXH

© SAP AG 2006

© SAP AG

SM100

5-62

$GPLQLVWUDWLRQ 0HVVDJH
6$3 6ROXWLRQ 0DQDJHU

&KDQJH 5HTXHVW 0DQDJHPHQW
Physical (development) systems Logical systems (clients)

Admin Message

Cycle Task List

Change Request

Cycle Transaction

F3URMHFWV

Project created in cProjects

Solution Manager Project

© SAP AG 2006

© SAP AG

SM100

5-63

$GPLQLVWUDWLRQ 0HVVDJHV LQ 3URMHFW &\FOHV
F3URMHFW 6$3 6ROXWLRQ 0DQDJHU 3URMHFW 3URMHFW 3KDVHV

ë ևì{Öpí Ô©î™ïÖçjØ C õ öR÷eÔÎԥәöR÷Ó`Öí ÖsôkêjÖ{ø
Synchronizing

ù ÖsêkØ
Synchronizing

ýïÖpӄæpÖçs×jþ è© Ô ÓdÓ`Ö{×jØré Ô©ç
Synchronizing

ú Ôûdüé ì{Ö

q5uïÎé ç

© SAP AG 2006

© SAP AG

SM100

5-64

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV

ÿ¡ £¢¥¤¦ ¨§© 

« FUHDWHV D VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\

6 7   8$9 @¨ A"B ¨§C « KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW LI D¥EF'% &7G£ £  QHFHVVDU\ £   ! ££   £   HPI$Q9 §£&(RG SB&  4I "# ¨$£ % &('£  ) ¨§©  0 )213'¦   ©4&5
« FDWHJRUL]HV DSSURYHV DQG PRQLWRUV &KDQJH 5HTXHVWV « LV WKH VWHHULQJ FRPPLWWHH LQ WKH FKDQJH PDQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR EH WHVWHG « WHVWV D FKDQJH DQG VHWV LWV VWDWXV LQ WKH FKDQJH WUDQVDFWLRQ « WDNHV FDUH RI WKH VRIWZDUH ORJLVWLFV

© SAP AG 2006

„ „ „

Administration messages must be approved by a change request different to test messages that are opened to be performed whenever a project cycle phase is being switched to test. Adminisration messages allow the documentation and test of administration changes in systems. The administration message is linked to the cycle tasklist and custom tasks can be added to the cycle tasklist template.

© SAP AG

SM100

5-65

&KDQJH 5HTXHVW 0DQDJHPHQW ² $GPLQLVWUDWLRQ 0HVVDJH
6$3 6ROXWLRQ 0DQDJHU

ba `U X UY TU VW

6    8$9…@¨ A"B ¨§C D(E†'%…&7G¦ £ 

tkÖkÖvuÙsô™×xw
Service Message

ÿ¡ £¢¥¤£ „§7© 

q fsU gUe r ef qa hU gU ef cd

Change Request 

7   ! 7£  

‚$ÿƒ"

Uip 0 )21ˆ'£   ©8&(

Admin Message

Cycle Tasklist

 H 6

Project Phases

"yD€

© SAP AG 2006

© SAP AG

SM100

5-66

3URMHFW 3KDVHV DQG $GPLQLVWUDWLRQ 0HVVDJHV LQ 3URMHFWV
6WDWXV WUDQVLWLRQ PDWUL[ IRU DGPLQLVWUDWLRQ PHVVDJHV

”#&5lE  %  &(l4 ¦@¨©f9 &  ‚ £ §£  

ÿ ’# £§ ’# £§ ’# £§ ’# £§ ’# £§ ’# £§ ”B&

Hk''4&7$  ”B& ’“ £§ ’“ £§ ’“ £§ ”‘inH ”‘inH ”B&

0 "  ¦$¨ % &5' # ”B& ’B ¦§ ’B ¦§ ’B ¦§ ’B ¦§ ’B ¦§ ”B&

D—Q'£&(© ”(irH ”(irH ”(irH ”(irH ”(irH ’“ ¦§ ”#&

)Q&Q•–) „§¦© ”B& ’# £§ ’# £§ ’# £§ ’# £§ ’# £§ ”B&

ÿ# %…‚¡4&I
”#& ”‘imH ”‘imH ”‘imH ”‘imH ”‘imH ”#&

‚¡4&I(¤7@p©dj ”B& ”‘inH ”‘inH ”‘inH ”‘inH ”‘inH ”B& 

8     ©  "¡ ¦$hgi˜&A ¨—Q'£&(8© "¡ ¦$hgi „—5'&58© ) ¨§¨© D¥EA     ¨ @ G  5 & f8 £@„©l9 &  e &•8‰Q9 $¦  0 ™ &QEo'%  ¦©d9 & 

&RPELQDWLRQ RI SURMHFW SKDVH DQG DGPLQ PHVVDJH VWDWXV YDOXH

© SAP AG 2006

© SAP AG

SM100

5-67

8QLW 6XPPDU\

„ ,QWHJUDWLRQ RI WKH WHVW PHVVDJH SURFHVV LQWR WKH YDULRXV PDQDJHPHQW FRQFHSWV RI WKH SURMHFW F\FOH SKDVHV

„ 6HPDQWLFV RI WKH DGPLQLVWUDWLRQ PHVVDJH DQG WKH WHVW PHVVDJH

$IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR XQGHUVWDQG WKH IROORZLQJ FRQFHSWV

© SAP AG 2006

© SAP AG

SM100

5-68

6$3 6ROXWLRQ 0DQDJHU 
2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV

$GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[

6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV

© SAP AG

SM100

5-69

8QLW 2EMHFWLYHV

$IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR XQGHUVWDQG WKH IROORZLQJ FRQFHSWV „ $XWKRUL]DWLRQ FRQFHSW RI &KDQJH 5HTXHVW 0DQDJHPHQW XVH FDVHV

„ &RQFHSW RI FURVVV\VWHP REMHFW ORFN DQG FULWLFDO REMHFW FKHFN

© SAP AG 2006

© SAP AG

SM100

5-70

&URVV 6\VWHP /RFN ² 0DQDJLQJ 3DUDOOHO 3URMHFWV 6$3 6ROXWLRQ 0DQDJHU Physical (development) systems Logical systems (clients) Cycle Cycle Transaction Transaction Cycle Task List Transport Transport Transport Request Request Request CTS project IMG project F3URMHFWV CTS project CTS project  Project created in cProjects Solution Manager Project IMG project  CTS project CTS project CTS project  © SAP AG 2006 © SAP AG SM100 5-71 .

0DQDJLQJ 3DUDOOHO &KDQJHV LQ 0XOWLSOH 3URMHFWV 6$3 6ROXWLRQ 0DQDJHU ± &KDQJH 5HTXHVW 0DQDJHPHQW 'HYHORSPHQW 7HVW 3URGXFWLRQ . and actively supporting the production system with fixes and short-term functional extensions.PSOHPHQWDWLRQ 5HRUJ )LQDQFH 0DLQWHQDQFH 3URMHFW )LQDQFH DQG &XVWRPHU 5HODWLRQ « 0DLQWHQDQFH &\FOHV « 8UJHQW &RUUHFWLRQV © SAP AG 2006 „ Use Case: • An implementation project (Market Campaign) is in development for 4 months.PSOHPHQWDWLRQ 3URMHFW 0DUNHW &DPSDLJQ . • An implementation project (Re-org Finance) is in development for 3 months. „ A maintenance project for finance and customer relationship management is ongoing. © SAP AG SM100 5-72 .

'RZQJUDGH 5LVN ZLWK 8UJHQW &RUUHFWLRQV s£tmu{v–x‡y{z|}~n~rx¨t "ƒD€     s£tmuwvrxxy{z7|Q}w~r~rxpt  H 6    ‚$ÿƒ" ‰¦     I‘ Urgent Corrections © SAP AG 2006 „ The locking of objects within an urgent correction prohibits an urgent correction to bypass another with the same object but a newer object version © SAP AG SM100 5-73 .

but have different life cycles can include the same objects. © SAP AG SM100 5-74 . Depending on the life cycle of parallel projects and on object conflicts.'RZQJUDGH 5LVN ZLWK 5HJXODU &RUUHFWLRQV s£tmu{v–x‡y{z|}~n~rx¨t "ƒD€  H 6 s£tmuwvrxxy{z7|Q}w~r~rxpt ‚$ÿƒ" ‰¦     I‘ Project1 Project2 Project3 © SAP AG 2006 „ „ Regular corrections or project transports that share the same production system. but with different versions. objects might be downgraded.

&KDQJH 5HTXHVW 0DQDJHPHQW ² 5ROHV ÿ¡ £¢¥¤¦ ¨§©  « FUHDWHV D VHUYLFH PHVVDJH RU D FKDQJH UHTXHVW GLUHFWO\.

6 7   8$9 @¨ A"B ¨§C D¥EF'% &7G£ £  « KDQGOHV WKH VHUYLFH PHVVDJH DQG FUHDWHV D FKDQJH UHTXHVW £   ! ££   £   HPI$Q9 §£&(RG SB&  4I "# ¨$£ % &('£  ) ¨§©  0 )213'¦   ©4&5 « FDWHJRUL]HV DSSURYHV DQG PRQLWRUV &KDQJH 5HTXHVWV « LV WKH VWHHULQJ FRPPLWWHH LQ WKH FKDQJH PDQDJHPHQW SURFHVV « LPSOHPHQWV D FKDQJH DQG KDQGV RYHU WR WKH 7HVWHU « WHVWV D FKDQJH DQG VHWV VWDWXV LQ WKH FKDQJH WUDQVDFWLRQ « WDNHV FDUH RI WKH VRIWZDUH ORJLVWLFV SDUW © SAP AG 2006 © SAP AG SM100 5-75 .

8QLW 6XPPDU\ „ &RQFHSW RI FURVVV\VWHP REMHFW ORFN DQG FULWLFDO REMHFW FKHFN „ $XWKRUL]DWLRQ FRQFHSW RI &KDQJH 5HTXHVW 0DQDJHPHQW XVH FDVHV $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR XQGHUVWDQG WKH IROORZLQJ FRQFHSWV © SAP AG 2006 © SAP AG SM100 5-76 .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-77 .

8QLW 2EMHFWLYHV „ 'HVFULEH WKH FDSDELOLWLHV RI FKDQJH UHTXHVW UHSRUWLQJ DQG KRZ WR FRQILJXUH FXVWRP UHSRUWV „ ([SODLQ WKH JHQHUDO RYHUYLHZ RI WKH FKDQJH UHTXHVW UHSRUWLQJ $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 5-78 .

&KDQJH 5HTXHVW 0DQDJHPHQW 5HSRUWLQJ $VSHFWV 6$3 6ROXWLRQ 0DQDJHU Physical (development) systems Logical systems (clients) Change Transaction Change Request Management Task List Transport Transport Transport Request Request Request CTS project Obj1 Obj2 Objm Objn Change Request Cycle Transaction IMG project CTS project F3URMHFWV  Solution Manager Project IMG project  CTS project Project created in cProjects CTS project CTS project CTS project  © SAP AG 2006 © SAP AG SM100 5-79 .

Project. Project. and which fields have to be selected? © SAP AG 2006 © SAP AG SM100 5-80 . Header. and Transport Requests Header. Task List. and Transport Objects SAP Notes and Support Packages Support Packages and Systems (plus any combination these choices) /D\RXW +LWV Any custom-defined layout Maximum number of hits for the result list Default is 100 hits 4XHVWLRQV How many hints(?). and Task List Header. Task List. Project. Transport Request. which layout.6HOHFWLQJ /LVW RI (YHQWV 5HVXOWV OLVW FDQ EH FRQILJXUHG DFFRUGLQJ WR WKH HQWULHV LQ WKH IROORZLQJ ILHOGV *ULG ILHOGV „ „ „ „ „ Header.

short text) External reference number Create and change dates User status and system status 2UJ8QLWV „ Business partner number and function „ Reference object (such as IBase or product) 4XHVWLRQV What is the status of regular and urgent corrections of a project cycle that have to be switched from the 'HYHORSPHQW ZLWK 5HOHDVH to the 7R %H 7HVWHG phase? © SAP AG 2006 © SAP AG SM100 5-81 . date.6HOHFWLQJ 7UDQVDFWLRQ 'DWD 7UDQVDFWLRQ GDWD LQFOXGHV DVSHFWV RI WKH F\FOH WUDQVDFWLRQ FKDQJH UHTXHVW DQG DOO FKDQJH WUDQVDFWLRQV 7UDQVDFWLRQ GDWD ILHOGV „ „ „ „ Document identifier (number. transaction type.

6HOHFWLQJ 3URMHFW +HDGHU 'DWD 3URMHFW KHDGHU GDWD JURXSV WRJHWKHU SURMHFW DGPLQLVWUDWLRQ GDWD DQG WDVN OLVW GDWD 3URMHFW KHDGHU ILHOGV RI SURMHFW DGPLQLVWUDWLRQ „ „ „ „ Project Header (ID. with how many transport requests. with which status. Create. Type. and which objects for a selected project? © SAP AG 2006 © SAP AG SM100 5-82 . End Date) Logical Component Transport Track IMG and CTS Project 7DVN OLVW GDWD „ All task lists and cycle task list „ Task list status and dates 4XHVWLRQV Which change requests and change transactions exist.

System. and by whom? © SAP AG 2006 © SAP AG SM100 5-83 .6HOHFWLQJ 6\VWHP 'DWD DQG 0DLQWHQDQFH 'DWD 6\VWHPV ZLWK FRPSRQHQWV DQG PDLQWHQDQFH YHUVLRQV FDQ EH VHOHFWHG 6\VWHP GDWD Log. in which systems. System Role. Component Version 0DLQWHQDQFH GDWD „ Support Packages „ SAP Notes and Note Corrections 4XHVWLRQV „ Which component versions are available and in which systems? „ Which Support Packages or SAP Notes have been implemented. Component Type.

Type. User. if so. Category. which status does it have? © SAP AG 2006 © SAP AG SM100 5-84 . Change Date) „ Status 7UDQVSRUW 2EMHFWV „ „ „ „ „ Object Name Package Name View Name Table Name Table Key 4XHVWLRQV „ Which objects exist in which transport requests with which status and which project are they assigned to? „ Which systems are affected? „ Does a change request exist.6HOHFWLQJ 7UDQVSRUW 5HTXHVWV DQG 2EMHFWV 7UDQVSRUW 5HTXHVWV ZLWK 7DVNV DQG 7UDQVSRUW 2EMHFWV 7UDQVSRUW 5HTXHVWV DQG 7UDQVSRUW 7DVNV „ Transport Requests (Name. and.

8QLW 6XPPDU\ „ 'HVFULEH WKH FDSDELOLWLHV RI FKDQJH UHTXHVW UHSRUWLQJ DQG KRZ WR FRQILJXUH FXVWRP UHSRUWV „ ([SODLQ WKH JHQHUDO RYHUYLHZ RI WKH FKDQJH UHTXHVW UHSRUWLQJ $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 5-85 .

6$3 6ROXWLRQ 0DQDJHU  2YHUYLHZ &KDQJH 5HTXHVW 0DQDJHPHQW 3URMHFWV DQG 5HOHDVH 0DQDJHPHQW 3URMHFWV DQG &KDQJH 5HTXHVWV 5HJXODU &RUUHFWLRQV 3URFHVV 8UJHQW &RUUHFWLRQV 3URFHVV $GPLQLVWUDWLRQ DQG 7HVW 0HVVDJHV &KDQJH 5HTXHVW 5HSRUWLQJ $SSHQGL[ 6HFXULW\ &RQFHSW DQG 2EMHFW /RFNLQJ 2XWORRN 8SFRPLQJ )HDWXUHV © SAP AG SM100 5-86 .

8QLW 2EMHFWLYHV „ 'HSLFW WKH JHQHUDO RYHUYLHZ RI WKH &KDQJH 5HTXHVW 0DQDJHPHQW ZRUNIORZ ZLWKRXW WUDQVSRUW LQWHJUDWLRQ „ 'HSLFW WKH JHQHUDO RYHUYLHZ RI WKH -$9$ LQWHJUDWLRQ LQWR WKH &KDQJH 5HTXHVW 0DQDJHPHQW 3URFHVV $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 5-87 .

&KDQJH 7UDQVSRUW &RQWURO ZLWK -$9$ '(9 $%$3 -(( † ‡8ˆ‰¦Š5‚¦„(‡˜‹¡Œm‰™“†Ž ¥ ‹l‡4ˆ7‰¦ŠQ‚„5‡8‹¥‡R£5¨Š£‹ †(‡4ˆ7‰¦ŠQ‚„5‡8‹¡Œ…‰‘ƒ…’ “¡¦”‡˜Q‰‘„2Œ…‰¦‹4„ ‹l‡8ˆ‰¦ŠQ‚£„(‡˜‹(’(Œ…‡8£‘¨‹8„(‡8… 4$6 $%$3 -(( €#‚ƒ „… „ 7UDQVSRUW UHTXHVWV RQO\ LQFOXGH UHIHUHQFHV RI -$9$ SDFNDJHV LQWR WKH WUDQVSRUW GLUHFWRU\ „ 3DFNDJHV DUH ORFNHG LQ WUDQVSRUW UHTXHVWV XS WR H[SRUW RU XS WR JROLIH © SAP AG 2006 © SAP AG SM100 5-88 .

&KDQJH 5HTXHVW 0DQDJHPHQW ZLWKRXW 7UDQVSRUW &RQWURO Project Cycle Cycle ID M00000061 Description TST_01 Status Change Control Source System TW1 000 Production System TW1 400 &KDQJH &RQWURO FDQ EH DFWLYDWHG RU GHDFWLYDWHG IRU HDFK ORJLFDO FRPSRQHQW 'HIDXOW ZLOO EH GHDFWLYH © SAP AG 2006 © SAP AG SM100 5-89 .

8QLW 6XPPDU\ „ 'HSLFW WKH JHQHUDO RYHUYLHZ RI WKH &KDQJH 5HTXHVW 0DQDJHPHQW ZRUNIORZ ZLWKRXW WUDQVSRUW LQWHJUDWLRQ „ 'HSLFW WKH JHQHUDO RYHUYLHZ RI WKH -$9$ LQWHJUDWLRQ LQWR WKH &KDQJH 5HTXHVW 0DQDJHPHQW 3URFHVV $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 5-90 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 6-1 .

2EMHFWLYHV ´6\VWHP 0RQLWRULQJµ $W WKH FRQFOXVLRQ RI WKLV XQLW \RX ZLOO EH DEOH WR „ 'HVFULEH WKH PDLQ PRQLWRULQJ IXQFWLRQDOLWLHV RI WKH &RPSXWHU &HQWHU 0DQDJHPHQW 6\VWHP &&06.

„ 'HFLGH ZKDW V\VWHP .V PD\ EH UHOHYDQW IRU V\VWHP PRQLWRULQJ LQ 6$3 V\VWHPV „ 'HYHORS D FRPSUHKHQVLYH PRQLWRULQJ FRQFHSW XVLQJ WKH IHDWXUHV RI WKH 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 © SAP AG SM100 6-2 .3.

6\VWHP 0RQLWRULQJ 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU 6HWXS 6\VWHP 0RQLWRULQJ $OHUW +DQGOLQJ © SAP AG SM100 6-3 .

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 .6ROXWLRQ 0RQLWRULQJ ² /RQJWHUP DQG 5HDOWLPH 6ROXWLRQ 0RQLWRULQJ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ † † $GPLQLVWUDWLRQ RI UHJXODU WDVNV 3HULRGLF ORQJWHUP DQG FURVVV\VWHP UHSRUWLQJ LQFOXGLQJ EXVLQHVV SURFHVVHV EDVHG RQ 6$3 (DUO\:DWFK $OHUW 6HUYLFH /HYHO 0DQDJHPHQW 6\VWHP 0RQLWRULQJ † 5HDOWLPH PRQLWRULQJ RI EXVLQHVV SURFHVVHV DQG V\VWHP FRPSRQHQWV EDVHG RQ WKH &&06 LQIUDVWUXFWXUH %XVLQHVV 3URFHVV DQG .QWHUIDFH 0RQLWRULQJ † 0RQLWRULQJ IRU FRUH EXVLQHVV SURFHVVHV FRYHUV DOO WHFKQLFDO DQG EXVLQHVV DSSOLFDWLRQVSHFLILF IXQFWLRQV UHTXLUHG IRU D VPRRWK DQG UHOLDEOH IORZ RI EXVLQHVV SURFHVVHV © SAP AG 2006 „ This is an overview of the Solution Monitoring functionalities in the SAP Solution Manager.

we now talk about VROXWLRQ PRQLWRULQJ. The number of components has increased from what was required with SAP R/3 (including SAP instances. 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). „ Instead of classic system monitoring of individual system components. As a result of this development. yet can be extended to cover new components.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. hardware and operating system) to include an ever-growing range of technologies including products where SAP is a reseller and not a manufacturer. 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 . database.

$OHUW 0RQLWRULQJ YV ([SHUW 0RQLWRULQJ $OHUW 0RQLWRULQJ „ $OHUW 0RQLWRULQJ LV XVLQJ SUHGHILQHG .3.QGLFDWRUV .H\ 3HUIRUPDQFH .

„ © SAP AG SM100 6-6 . critical. SAP is shipping a lot of trend analysis reports which help to identify potential problems.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. This can only be defined with carefully watching the system and trying to find thresholds which are still acceptable.QGLFDWRUV DQG WKHLU WKUHVKROGV DUH QHHGHG ([SHUW 0RQLWRULQJ „ ([SHUW 0RQLWRULQJ LV PDQXDO ZRUN „ .H\ 3HUIRUPDQFH . but those still need to be adopted. which means “green”. which means turning to “yellow” and which are no longer acceptable – “RED”! Expert monitoring can not be automated! This is manual work! But still. LQ RUGHU WR QRWLFH GHYLDWLRQV DV HDUO\ DV SRVVLEOH ! 'HILQLWLRQV RI .GHQWLI\ SUREOHPV WKDW DUH EDVHG RQ ORQJUXQQLQJ WUHQGV „ .

0RQLWRULQJ LQ WKH 6RIWZDUH/LIHF\FOH 0RQLWRULQJ LQ GLIIHUHQW SKDVHV RI WKH VRIWZDUH OLIHF\FOH „ $ GLIIHUHQW QXPEHU RI SUREOHPV RFFXU LQ GLIIHUHQW SKDVHV RI WKH VRIWZDUH OLIHF\FOH „ 7KH EXVLQHVV SURFHVVHV DUH FRQWLQXRXVO\ LPSURYLQJ RU FKDQJLQJ ! &RQWLQXRXV LPSURYHPHQW QRW RQO\ IRU WKH EXVLQHVV EXW DOVR IRU PRQLWRULQJ FRQFHSW DQG WKH WKUHVKROGV „ 7KH V\VWHP ZRUNORDG FKDQJHV ZLWK WKH EXVLQHVV „ 7KH GDWD YROXPH LQ WKH V\VWHP VWRUHG LV JURZLQJ FRQVWDQWO\ „ 'LIIHUHQW WKUHVKROGV DUH UHOHYDQW LQ GLIIHUHQW SKDVHV HJ EHIRUH DQG DIWHU *RLQJ/LYH.

detailed help. © SAP AG 2006 „ „ . methods. You can also customize all settings to your own requirements and.QGLYLGXDOO\ &RQILJXUDEOH Threshold values. for example. and monitor sets with monitors for all aspects of system management are predefined in the monitoring architecture and are available in every SAP system. 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 .

6HOHFWLRQ RI $OHUWV DQG &DOLEUDWLRQ RI $OHUWV 6HOHFWLRQ RI $OHUWV „ :KDW DUH RQO\ ORQJ WHUP PHDVXUHV" „ :KDW FDQ EHWWHU EH PRQLWRUHG PDQXDOO\ E\ H[SHUW PRQLWRULQJ" „ .V WKH PRQLWRULQJ REMHFW UHOHYDQW IRU WKH DYDLODELOLW\ RI WKH V\VWHP RU WKH SHUIRUPDQFH VHFXULW\ RI WKH FRUH EXVLQHVV SURFHVV" „ :KLFK DOHUWV DUH UHOHYDQW DQG ZKLFK DUH QRW UHOHYDQW IRU P\ V\VWHP ODQGVFDSH" *RDOV RI $OHUW&DOLEUDWLRQ „ 6LQJOH DOHUWV VKRXOG QRW EH DFWLYDWHG WRR RIWHQ VHYHUDO WLPHV D GD\.

 © SAP AG 2006 „ .Q QRUPDO RSHUDWLRQV DOO DOHUWV VKRXOG EH *5((1 DQG RQO\ DFWLYDWHG LQ H[FHSWLRQDO FDVHV „ 6\VWHP VSHFLILF GHILQLWLRQ RI WKUHVKROG YDOXHV © SAP AG SM100 6-8 .

6\VWHP 0RQLWRULQJ 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU 6HWXS 6\VWHP 0RQLWRULQJ $OHUW +DQGOLQJ © SAP AG SM100 6-9 .

is known an inside-out approach. which starts with individual business processes and monitoring all operations-relevant system components. 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.6HWWLQJ XS 6\VWHP 0RQLWRULQJ ‡‰ˆ &‘’ˆ “”&‘–•—¥˜™•d`ef3ˆ —¥“–g”gh•i3jh˜Akhl ˆ k’mU—©“Fr‘ˆ g l ˆ “’mRX—ng™6ede%r‘o•Fgo•f3jh˜A—hph3‘f•qrfg™s•™t uF—“ˆ X—©dvˆ “–w © 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. This form of business process-oriented system monitoring. „ © SAP AG SM100 6-10 . SAP recommends using both approaches simultaneously. The complementary outside-in approach involves using tools from third-party manufacturers. To achieve comprehensive monitoring.

3URFHGXUH In the table. If you want to setup monitoring for a system. all systems with an SAP basis component are listed. flag the appropriate check box. „ © SAP AG SM100 6-11 . %DFNJURXQG Since the CCMS architecture cannot handle two systems with identical SID. it is not possible to activate those systems at the same point in time.&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.

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

© SAP AG SM100 6-13 .g. for different hard disks.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.

„ © SAP AG SM100 6-14 . they can not be activated since they are not accessible.6HWXS 6\VWHP 0RQLWRULQJ ² 3UHGHILQHG $OHUWV uR4&¤¥¨£¤v€`¦¥¤C¨z ~c ¤§4v3 v&024¤%S©¤C43#1¥#r¤£')e¦bY@¥¤ "U02ceHY 02¦yf¥B ¦©¨¥£%B£¡©¤ u$43¤¨£¤%vY6¦¤©¨E tc ¤£4r&  B£¦yx¥¤bB©Y SCB%r¤©¨zv&024  "R02ceHY 0¦E(I0$¦C 3024Y6¦7yS£ B {  AY SC¤¥|}vYc BC7 © SAP AG 2006 „ An alert must have a green checkmark status (accessible) in order to activate it. If the alert has a red or grey diamond status. Reason for that may be a MTE name mismatch or collectors not running in the system. On this screenshot you can see the table to change the threshold of the satellite system as described on the previous slide.

Server. © SAP AG SM100 6-15 . For every System. Instance.6HWXS 6\VWHP 0RQLWRULQJ ² 8VHU GHILQHG $OHUWV R¥¤£4€…X¨§¤%vY6¦¤¥¨z ¢c ¤£4rrPe¦ ¤S¤£4r#z#%&¤©' e¦s024&¨ ¤£4§€0aH%©¤s0©5@¤£4 c ¤§4v %02¡#bY@©¤‰(I‚2‚„ƒ$BC'E¤E@¤£4Y¤ © SAP AG 2006 „ „ A number of predefined alerts for every system can be found in the Monitoring session. and other component the is the possibility to add “ User-defined” alerts. Database.

© SAP AG SM100 6-16 . 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 .

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

© SAP AG SM100 6-18 . like shown in previous slides.*HW 07( 1DPH IURP 5= IRU 8VHU GHILQHG DOHUWV 9A@©0£0£©¤I ¢c ¤£4r§vY4Y0§')DU† gwsBC¦©¨ ¡§4r¤y}huR4&02¡C¤£4r€ ¤©‡Ix”H¥v302¦ 90¡#E(‚d‚„ƒUB©'E¤1is 5@s9F‚RDqf©…v9 u B%r¤‰(I‚2‚„ƒRB©'‰¤bib €@s9q‚dDfC…`ˆ © SAP AG 2006 „ „ In this picture one method is shown to copy the MTE names from RZ20. Another method is. to select first a CCMS context and then only select them from the F4-help.

6\VWHP 0RQLWRULQJ 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU 6HWXS 6\VWHP 0RQLWRULQJ $OHUW +DQGOLQJ © SAP AG SM100 6-19 .

which shows exactly where the red alert comes from.6\VWHP 0RQLWRULQJ ² 6\VWHP 2YHUYLHZ 9Ac` CV¢02¦b c ¤§4v © 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. © SAP AG SM100 6-20 .

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. © SAP AG SM100 6-21 . or the problems are just of a temporary nature.6\VWHP 0RQLWRULQJ  5HVHW RI $OHUWV )DGH2XW RI $OHUWV LQ &DVH RI 7HPSRUDU\ 3UREOHPV p‰ ŠC"R¤£c ¤¥%§ ~c ¤£4rXz#¥0dHs¨ 0a¦£0C iB£¦% &0y¤¤bv&024 Bbib@§`c ¤ g£‰ ŠuR4r¤¥EDU¤©¤ © SAP AG 2006 „ Sometimes you get alerts or warnings where you have already fixed the problem.

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

With clicking on [MORE] you can open the history of alerts as shown on the next slide. If something turns to red you can click on the alert to navigate into a more detailed view for further analysis. „ © SAP AG SM100 6-23 . but sufficient as long as everything is „green“ .6\VWHP 0RQLWRULQJ  +DQGOLQJ $OHUWV ›”Ž “£¡§š ž¥¢I£„žC¤—§Že—C¥a¦Œ%“¥“¥ž©¥CŒ §”Ž “%”3 €¢z•X¨1¡Œ£—z™tš Œ§&”r“©˜ ™~š Œ£&”d›”§œ©C–yŒC—”&ž”€Ž d— •&Ž ‘ ž%ŸCžCŽ`š ž§ §š Œ¥˜ ’UŒ%“Œ%”2C‘ ™~š ŒC&”v“ © SAP AG 2006 „ This screen is still an overview of the alerts of your choice for this particular system.

© SAP AG SM100 6-24 . it is still available and accessible via the alert history in the transaction RZ20.6\VWHP 0RQLWRULQJ  +DQGOLQJ $OHUWV © 2—%‘€Že3–Pž%”YŽ 2—zC‘¨1¡¥Œ£—s™tš Œ£r”r“ ¨¢¡¥Œ£—s™tš Œ§v”r“ © SAP AG 2006 „ The confirmation of alerts does not delete this information.

short text and number of alerts for each object to be monitored in an overview. © 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.

© SAP AG SM100 6-26 . access the analysis tools or access the individual properties. From here you can than complete the alerts.2SHQ $OHUWV ² $FFRUGLQJ )XQFWLRQDOLW\ LQ 5= © eš Ž œCªt”3a«C¬ ­’®$¯s°’± °¯X²h³i´e­yŽ`—bžz£Œ%”&ž£Žeš ŒC CŸ¥Œ£rŸ§Ž Œµ © SAP AG 2006 „ Clicking on display alerts than summarizes all open alerts of all selected nodes.

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 .

) „ Rule of Thumb: 1RW PRUH WKDQ  DOHUWV SHU UHIUHVK „ Sum-up the number of alerts. or a combination of the two methods could be used. Multiply this number by . IPC. which is more efficient than the RFC pull technology. (The number of alerts per host activated by default is 5. BC. which would exceed the 1000 alerts per refresh limit. (The average number of alerts per instance activated by default is 5. then RZ20 in the Solution Manager should be used instead of the Alert Graphics. etc. This gives you the number of alerts retrieved per refresh. 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 . „ Estimate the number of QRQ $%$3EDVHG LQVWDQFHV (ITS.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. If there are a lot of systems to be monitored with the Solution Manager. There is also the option of using agent push technology.) in the solution landscape.) „ Estimate the number of KRVWV in the solution landscape.) © SAP AG 2006 „ The above calculation is a rule of thumb for one solution landscape. (The number of alerts per instances activated by default is 25. Multiply this number by . Multiply this number by .

QWHJUDWLRQ 6FHQDULRV 6HQGLQJ 0RQLWRULQJ $OHUWV 9LD (0DLO 7KH 6$3 6ROXWLRQ 0DQDJHU SURYLGHV IXQFWLRQDOLW\ RI DXWRPDWLFDOO\ VHQGLQJ PRQLWRULQJ DOHUWV YLD WKH &&06 0RQLWRULQJ . © SAP AG SM100 6-29 .6$3 6ROXWLRQ 0DQDJHU .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 u”—¥“hˆ X—¥drˆ “ow¶Rl •’d` q%¶U· q©—©l j¸3ˆ —¥“AuUe’“oeow•’d ¹q º” F»s¼d½o¾6sºU R¿ ¹q¼FÀRÀº”Á5½ © SAP AG 2006 „ The used autoreaction-method is CCMS_OnAlert_Email. see also SAP note 176492.

6\VWHP 0RQLWRULQJ 6$3 6ROXWLRQ 0DQDJHU&&06 6WDQGDUG.

If a customer is already using a third-party support desk software. the messages from within SAP can also be forwarded to that solution! © SAP AG SM100 6-30 . Satellite System Solution Support ×CÌhÇ Ç ÃoؖÉÊCËhÉ`Ë Ù2ÃoÉ¥× ×¥Ón Æ$ÇeÃfÈ&É Î Â©ÃfÄ¥ÅFÆRÇ Ã¸È3ɒʧËoÉeËAÌhÈ f à – Î ™ Î Í Ë–ÏÃF˸ÎtÃ¸Ð Í ËoÑ Ç Ò’Â%ÓAÂIÌhÈ Ë’Ô’É6Ì Í Ë™É6ÃoÅ Í ÃiΙÎf˙Ï%ÔÉ6Ì Â£Ô¸Õէ̒ÈrɒÊÃiÎoÖ   椄 ÎiÕCÇ Ë¸ÜFÆRÇ ÃfÈ&É ÎAÌ’È Â§ÔiÕ%ÕC̒È&ÉhÓAäÎoΖËoϥäΠץßÃoظÖ~× ×¥ÓnÂ Õ Ã¸È3əÓA̙ÄÑ És̙ÈvÎ à™á § ËoÄÅAΙ̒ÇeÛfà â È3̙ã%ÇeÃ Í q%¶U·tq¥r–gos•™t Ú Ë’ÛiÑ Ï˙É`ÃÅhÑ ÈrÃ–Ø™É Ç Ü Ñ Ä¥É6Ì~Â˙É`Ã¸Ç Ç ÑeÉ6Ãq’ܙΙÉ6Ã Í &XVWRPHU ÃqÌÞØfÈvÑ É ÑeØfËoÇ Ý ÄIظ˖ΒÆ$ ÇeøÈ3É Î q%¶R· q©—¥l j¸3ˆ —©“AuRe“–e™w’•d © SAP AG 2006 „ „ Use Auto-reation method Serv_Desk_Mess_on_Alert for forwarding to Service Desk. which is part of the SAP Solution Manager. Usually messages are only send to the internal SAP Service Desk.

© SAP AG SM100 6-31 .$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.

5)& 'HVWLQDWLRQ 6/)B06*B68%0.7 © SAP AG 2006 „ To use this RFC destination you do not have to specify a target host. © 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. That way this RFC destination points to itself.

8QLW 6XPPDU\ <RX DUH QRZ DEOH WR „ 'HVFULEH WKH PDLQ PRQLWRULQJ IXQFWLRQDOLWLHV RI WKH &RPSXWHU &HQWHU 0DQDJHPHQW 6\VWHP &&06.

„ 'HYHORS D FRPSUHKHQVLYH PRQLWRULQJ FRQFHSW XVLQJ WKH IHDWXUHV RI WKH 6$3 6ROXWLRQ 0DQDJHU „ 'HFLGH ZKDW V\VWHP .V PD\ EH UHOHYDQW IRU V\VWHP PRQLWRULQJ LQ 6$3 V\VWHPV © SAP AG 2006 © SAP AG SM100 6-33 .3.

.$GGLWLRQDO .QIRUPDWLRQ 0RUH LQIRUPDWLRQ DERXW WKH &&06 PRQLWRULQJ LQIUDVWUXFWXUH VHUYLFHVDSFRPPRQLWRULQJ &XVWRPHU WUDLQLQJV ZLWK DOO IHDWXUHV RI WKH &&06 PRQLWRULQJ LQIUDVWUXFWXUH $'0 $GYDQFHG 6$3 6\VWHP 0RQLWRULQJ $'0 $GYDQFHG 6$3 6\VWHP 0RQLWRULQJ XVLQJ &&06 . © SAP AG 2006 © SAP AG SM100 6-34 .

6ROXWLRQ 0DQDJHU 'LDJQRVWLFV 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV © SAP AG 2006 © SAP AG SM100 7-1 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 7-2 .

60 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV © SAP AG SM100 7-3 .

6ROXWLRQ 0DQDJHU 'LDJQRVWLFV $W WKH FRQFOXVLRQ RI WKLV XQLW \RX ZLOO EH DEOH WR „ 'HVFULEH WKH VWUDWHJ\ SRVVLELOLWLHV DQG IXQFWLRQDOLWLHV RI WKH 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV © SAP AG 2006 © SAP AG SM100 7-4 .

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 „ . It also reduces the time needed to train a support consultant in root cause analysis for SAP NetWeaver. © SAP AG SM100 7-5 . Solution Manager Diagnostics provides all functionality to centrally analyze and monitor a complete SAP NetWeaver system landscape.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.

your support organization can both save costs and accelerate the time required for problem resolution. no native OS access necessary No access to SAP NetWeaver administration tools Enforced customer control for change management © 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. Solution Manager Diagnostics provides standardized tools for the support of customer solutions.(17 ‡ˆU‰X2‘“’”ˆR•—–a˜R•$˜R™ddfe g ’”˜$™U•$ˆdh§‘i’6jh  € |~‚oƒ }~„ … ‡FkblnmodR‘qprdR˜2s dfe k1tfuv’X•U’6h§‘we5˜d‘w’6ˆU•vxˆRˆf‰`h z{|~}ww€ 6$)( ‡Fkbl†‡f‡£h ‘ˆdfu 6ROXWLRQ /DQGVFDSH 5HGXFHG WLPH IRU URRW FDXVH DQDO\VLV † † † 1R FKDQJHV WR SURGXFWLRQ V\VWHPV Available in one central console Standardized SAP best practices for diagnostics. © SAP AG SM100 7-6 .6ROXWLRQ 0DQDJHU 'LDJQRVWLFV ² 3RVLWLRQLQJ 62/87. The centralized approach avoids that many experts have to search for possible root causes on all components involved.21 0$1$*(5 '. Included in SAP Solution Manager.&. With the possibilities of Solution Manager Diagnostics.&6 SURYLGHV HIILFLHQW DQG VDIH URRW FDXVH DQDO\VLV RI LQFLGHQWV LQ FXVWRPHU VROXWLRQV SRZHUHG E\ 6$3 1HW:HDYHU 6$3 6833257 ‡˜2yqd ˜Rj$jRddh£h 6$3 &86720(5 moˆ ˜$jRjRd2h§h ()).$*1267. in most cases without success. the tools enable a systematic and targeted localization of the root cause of IT problems. and used by all SAP employees Uniform across components † † † Runs in web browser and can be accessed via http connection. including third-party components. integral part of SAP NetWeaver.

6ROXWLRQ 0DQDJHU 'LDJQRVWLFV 2YHUYLHZ 6$3 6833257  Œ –E‘o‡fksl ’ •$jf’6tRdU•2‘qh “b” tR˜2‘Šd2h ‡˜2yqd ˜RjRj$ddh§h ‘Š‰Fe‹ ‡Fkbl Œ ˆUd‘dfe ‡ ˜dy5d q ˜$jRjRd2h§h ‘Š‰Re ‡Ukbl Œ ˆU2‘ŠdFe 6$3 &86720(5 ‡ˆf‰”d‘~’6ˆU• –a˜U•$˜R™$dfe g ’6˜R™$•$ˆdh§‘i’6jdh –— ˜ ™5š › œ ‡FkblŽk¢™RdR•$‘ 7KLUG 3DUW\ 6RIWZDUH mod$‘‹prd$˜2s2dqe k¢tfu•’”•F’`h ‘~e‹˜$‘~’6ˆU• Ÿ  ‹¡ ¢e£ ¤ ‡Fkslž‡f‡§h ‘ˆdfu 6ROXWLRQ /DQGVFDSH © SAP AG 2006 „ „ „ „ „ „ All tools are accessible via menu in a common GUI OS access on customer side is not necessary Installation and configuration of tools is not necessary Comparison of cluster wide settings is possible Possibility of remote load test Easy to use © SAP AG SM100 7-7 .

6ROXWLRQ 0DQDJHU 'LDJQRVWLFV ² )HDWXUHV DQG 3ULQFLSOHV 6$3 6833257  Œ –E‘o‡fksl ’ •$jf’6tRdU•2‘qh “b” tR˜2‘Šd2h ‡ ˜yqd  ˜RjRj$ddh§h ‘ˆ‰Feq ‡Fkbl Œ ˆUd‘ˆdfe © ’ s2d•‡q ”R” ˆUe5‘Š˜FªR’X‰3’e‘q‡•l«e’”•$jF’ ” ‰6ddh ¬ 9f¤§¦Y43B c ­ ®w¯Š°o± ¯f²©³©´ ®ˆµ&± ³¯t¶R·%¯ˆ·“¸i¹º ¬ DR¤C'E0C&¤ ­ ®¯Š°o± ¯f»b¹¼t½ º”³“¾U°~¹º%³©º¥± ¯f²¥¿RÀÁF à ·¯ŠÄ1± °Ä%³“¾«¯i´ ³i·“Ä·i¼%´ ¹qµÅ³A²§®iÆ%Ɠ³©ºeµ ½©·“Çiȋ¹¯~Ä ¬ q¦£ v&024É' Ê ¯Š³w¾¦³¥¯ˆ¹·¯~Ģȓ¯Š³w¾Ë·´ ´ ¬ 9q0§'Ë¡Cc ¤%r¤ Ê©¹~¹Æ¹ˆÌ~¹º ͈µ3Îw± ¯~¸Aµ”³%¸i¹Šµ3Έ¹%º“¾Î~·ˆµ ¼“¹´ ³©¯~¸i°fµÅ³«·f°%®wÆ%Ɠ³©ºeµ%µ`·Š°iÈ ¬ "RB%vr¤ ­©¹~·“Äo³¯´ Íf°%®iÆÆw³¥º µ£º6³©´ ¹ ho"¦¨CB&B "$02ceHYe0 ¦ Tx„¨CB&B f¥BC¦C¨C©B§¡¥¤ 90¦vY 7a§ ec ¤% f¥0§7¨§§ec ¤¥ ‡Ukbl g ’6˜R™R•$ˆdh£‘i’6jdh f T C H a '  ¡  I k ™Rd$•d‘ ¥‰d˜U•$™Rd U D % ¤ ¥  d 0 § H 3 4 %  ¤ oˆR•d‘~e‹ˆf‰ 90 ¦HC'a¡¥Y 02¦ Ï ’”™R‰d‘o‡« ”$” ˆfe€‘ˆ˜qªR’ʼnŒe‘‡ © dR˜$‘ŠFe5d$h ¬ "U0 c6HYe02¦Ðf¥B§¦¥¨CCB£¡¥¤EDR¤§¡©04&Y6¦¥7 à ¯Ì~¹%¯Šµ”³©º ͳiÑC± ¯°~µX·i´ ´ ¹“ÄIÆ%º`³Ä©®~Ljµ6°q·i¯“ÄtÇ~³%ÒoÆw³¯ˆ¹%¯µ”°F¾«± µ&ÎFµ&Ί¹i± º ̊¹%º °± ³¥¯Aα °“µX³¥ºeÍ ¬ "U0¥vÅÅiIB£4&¤s9t@¥B£¦C7C¤ÓDF¤§¡©0 4ÉÉe¦£7 Ô Îˆ·%¯Š¸i¹o´ ³¸¥³wÑ%µrÎ~¹qÇi®ˆ°~µ”³Ò«¹ºw°~³©´ ®µ3± ³©¯Õ~²%¿UÀt°“³iєµe¾U·iº6¹~Ö Ò«³Ä©± Ñ3± NJ·µ&± ³¥¯Š°“Ö~Çi®ˆ°~µ”³ҎÄi¹ˆÌ~¹´ ³ÆiÒ¹i¯Šµ ¬ 9f02¦vY 7H§4&BY 0$¦ED$¤ ¡©0 4&€6¦7PBC¦C¨E9t@©¤CV ×± ¹¾Ø³iÑÇ~³¥¯ŠÑr± ¸©®wº`·Šµr± ³©¯F°“¹ˆµ”µ&± ¯~¸w°q¾± µ3ÎAÎw± °ŠµX³©º Íi֊ÇΈ¹“ÇÈ$·“¸w·± ¯°Šµ ¼Š¹~°~µ¥Æ%º`·~Ljµ3± NJ¹ ¬ D$¤%C0dH§43%¤Ó(¢0$¦§ r024€”¦©7 ¿2Ǎµ&± Ìi± µ`Íq°¯Š·Ɗ°%Î~³iµ·%¯ŠÄ1Îw± °ŠµX³¥ºeÍ«³“Ñ£º`¹Š°i³®iº”Lj¹Š° ¬ f©0C772e¦C7  ¯ŠÄ¹iºe°~µX·i¯“Äw·%¼i´ ¹o´ ³%¸oÒ«¹Š°ˆ°“·“¸w¹Š°t± ¯A®i¯± є³©º”Ò„Ñr³ºXÒ«·ˆµ ¬ TfHC'a¡s o¦¥B§c #§  Ô ³%ÒoÆ%´ ¹ˆµX¹fÇ~³©¯ˆµ6¹ˆÙ~µC± ¯Ñų¥ºXÒ·ˆµ&± ³¥¯FÑX³©º¹iºrº`³¥º%Ä©®~ÒoÆ ¬ÛÚ 4rB©©`¦C7 Ü¥¯~ÄAµ”³o¹i¯“Ä«µ3ºe·~Ç~¹fµX³¥¼“¹F°~¾«± µ6ÇiΊ¹“Äo³©¯AÆ~¹ºi·“Ǐµ3± Ì%± µ`Í ¬ T$¤£Ý§H£7C72”¦¥7 Þ ¯FµrÎ~¹FÑ3´ Í«Çiº6³w°~°ANJ³ÒoƓ³©¯ˆ¹¯ˆµ¥Äi¹¼®Š¸%¸©± ¯“¸ 6 –a˜U•$˜R™$dfe ˆF‰6d‘“’”ˆR• 6$3 &86720(5 © SAP AG 2006 © SAP AG SM100 7-8 .

6ROXWLRQ 0DQDJHU 'LDJQRVWLFV ² $UFKLWHFWXUH DQG )XQFWLRQV 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV 0RQLWRULQJ 6\VWHP.

which are included in the SAP Solution Manager Diagnostics. å©g©‚R‚P"$rB©CVI攃„¤£Ý T$#§¦ ¡£4É0ç ¢¡£¡¥©è Þ ² Ô ³ÒAÒ·¯~Ä Ô ³¯Š°“³©´ ¹ í± ´ ¹f²Í~°~µ6¹w҆½ º6³“¾U°“¹º ²"Fß Ô ³%ÒAÒ·¯~Ä Ô ³©¯ˆ°w³¥´ ¹ #iÜ¥Ü Ô ³ÒtÒ«·i¯~Ä Ô ³¥¯ˆ°w³©´ ¹ áCκe¹“·~ÄI৮wÒoÆf¿R¯ˆ·´ ͊°%± ° î©áá£À«¿$¯~·i´ Í~°± ° ߓ³%¸¢à ± °Æ%´ ·Í À³¥ºeµ”·´5¿2NJµr± Ì%± µeÍo­©¹Æw³¥ºeµ&± ¯Š¸ ²©³wÑ6µ6¾U·º`¹ Ô Îˆ·¯~¸i¹o­©¹iƓ³ºeµ3± ¯~¸ Ô ³¥¯Ñ3± ¸¥®º`·ˆµ&± ³¥¯q·i¯~ÄIí± ´ ¹o­¥¹Æw³¥ºeµ&± ¯Š¸ Ô ³%ÒoƓ·iº6¹«¶q®´ µ3± Æ´ ¹«Ãe¯ˆ°~µ6·¯~NJ¹Š° ßà¿RÀI½§º”³“¾U°“¹iº   xR ¥uP"$rB©CVIæÉé Ú "Ë ¢¡£¡Cè t ­©¹wÒA³“µX¹oà ½1¶f³¥¯w± µX³¥ºr± ¯~¸ ­©¹wÒA³“µX¹ Þ ²b¶f³¥¯w± µX³¥ºr± ¯~¸ ¿d´ ¹ºeµ©¶U³£¯w± µX³¥ºÅ± ¯~¸ ²%¿FÀ¥¶U³C¯i± µÅ³¥ºr± ¯“¸¥Ãe¯ˆÑ&º`·Š°~µrºr®~Ljµr®iº6¹ å©gC‚$‚a"d&B©©V1æ3ée¦3¤724&B&¤¨Ó ¥¡§¡¥¥è iÜ©Üt²¥¹º Ì~¹ºi¿R¯ˆ·%´ ͊°%± ° ²¥¿R À iÜ¥Üt²¥ÍŠ°~µ”¹“Ò•Ãe¯Ñų©º”Ò·Šµr± ³©¯ “·ˆÌ~·f»b¹i¼¥àͯwÆ%º6³o¶f³¥¯%± µÅ³©ºX± ¯~¸ ²¥¿R À iÜ¥Üt! ² FßA¶F³C¯w± µX³¥ºÅ± ¯Š¸ ²¥Íˆ°“µ6¹w҆ß~·¯ŠÄi°iLj·iƊ¹oà ± º6¹~Ǎµ”³©º Í ²%¿FÀI⩹Šµe»b¹~·Š¾R¹%º“¿RÆÆ%´ ± Lj·Šµ3± ³©¯ˆ° áCα º”ÄIƓ·iºeµ`ÍfµÅ³%³¥´ ° ïð%ñ$ò‹ó3ô‹ó õUöq÷ø~ùqúˆûü ý ïð%ñdð%þ“ð%ñdÿ¡  ¢ˆï ïð%ñdð%þ“ð%ñdÿ ø   𤣠ïð%ñ$ò‹ó3ô‹ó©¡ ÿ ¢¡¢~ñ ïð%ñd¦ ð ¥ ö‹¨ ú §© ¢ ü  ñó ü § ù âC¹Šµe»b¹~·ˆÌ~¹º ²C³¥´ ®µ3± ³¥¯Aߓ·i¯“Äw°wNJ·iƓ¹ 㔶F³©¯w± µX³¥º`¹“ÄA²Í~°~µ6¹wÒ«ä  oxR ouP"$rB©£V ߓ³%Lj·´ à ± ·“¸¥¯~³i°Šµ&± ÇUá³³©´ ° å gC‚R‚P"$rB©£V © à ¯ˆµ&º6³²©ÇŠ³©Æ~¹f¿¸¹¯ˆµ Ô Ô ¶F²¢¿¸¹¯ˆµ ê Þ ² Ô ³¥´ ´ ¹wǍµX³¥º ²£¶qàI¿2¸i¹¯ˆµê Ô ³ÒoÆw돿R¯ˆ·%´ ͊썹º Ãe¯µ3º`³i²CÇ~³©Æ~¹ ¶ ¹º6Çi®iºeÍoߓ³·~Ä U Ü¥¯ˆµ”¹iºrƺű °“¹A¶R·i¯~·~¸¹º Ád ¹ ¯Š¹º`·ŠµÅ³º © SAP AG 2006 „ „ The slide shows all functionalities. which technology for the according functionality is used. © SAP AG SM100 7-9 . The legend in the upper right corner shows.

6ROXWLRQ 0DQDJHU 'LDJQRVWLFV $W :RUN /DQGVFDSH 1DYLJDWLRQ 'HWDLOHG 1DYLJDWLRQ © SAP AG 2006 „ „ The slide shows an example of a HTTP analysis. which can be used to find the root cause of a performance problem. In this example the large fraction of the “Rendering Time” points to a problem in the front-end (browser). © SAP AG SM100 7-10 .

8QLW 6XPPDU\ <RX DUH QRZ DEOH WR „ 'HVFULEH WKH VWUDWHJ\ SRVVLELOLWLHV DQG IXQFWLRQDOLWLHV RI WKH 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV © SAP AG 2006 © SAP AG SM100 7-11 .

© SAP AG SM100 7-12 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 8-1 .

60  (:$ (DUO\ZDWFK $OHUW 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

DQG 'DWD &ROOHFWLRQ (DUO\:DWFK $OHUW (:$.

5HSRUWV $GGLWLRQDO )XQFWLRQDOLWLHV (DUO\:DWFK $OHUW 5HSRUWV IRU -DYD &RPSRQHQWV © SAP AG SM100 8-2 .

It is covered by your maintenance agreement with SAP so you can do so at no extra charge. SAP EarlyWatch Alert is most effective when activated for all SAP components in your solution. SAP EarlyWatch Alert runs automatically to keep you informed. so you can react to issues proactively. 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.: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. 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 . before they become critical.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 then recommends setting it to run on a weekly interval.([HFXWLYH 6XPPDU\ 6$3 (DUO\:DWFK $OHUW „ 7KH 6$3 (DUO\:DWFK $OHUW ƒ 3UHYHQWV ERWWOHQHFNV ƒ . In evaluating SAP components. SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services. Once the interval has been set.GHQWLILHV SRWHQWLDO SUREOHPV DW DQ HDUO\ VWDJH † † React to issues such as bottlenecks before they become critical Know what is affecting the performance and stability of your solution ƒ 0RQLWRUV WKH IROORZLQJ UHJXODUO\ DQG DXWRPDWLFDOO\ @ ¤ˆ¡¥¤C4&v30243'EB£¦C%¤b0§v "$ tuP¥#&¤©'‰ † ‡ ¥ ‚ † ©¤C¦¥€ B£cB©¨£'‘6¦§ Y4’B%Y SC¤1B£4&¤©B“0Cv "$ ¢uˆ#%&¤©'E † Greatly minimize the risk of downtime „ 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. each time producing a report. 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. for example SAP Solution Management Assessment and SAP SQL Statement Optimization. © SAP AG SM100 8-4 . SAP EarlyWatch Alert runs automatically.

'(6 GHPR V\VWHPV DQG GHYHORSPHQW V\VWHPV 7KH SURFHVVLQJ RI GDWD IURP WKHVH V\VWHPV PXVW EH KDQGOHG E\ 6$3 6ROXWLRQ 0DQDJHU <RX FDQ FKHFN \RXU V\VWHP W\SH LQ 6\VWHP 'DWD 0DLQWHQDQFH 4XLFN /LQN V\VWHPGDWD.1HZ 6$3 (DUO\:DWFK $OHUW 6WUDWHJ\ 1HZ 6$3 (DUO\:DWFK $OHUW 6WUDWHJ\ )URP -DQXDU\   6$3 ZLOO QR ORQJHU SURFHVV 6$3 (DUO\:DWFK $OHUW GDWD IURP .

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

0RQLWRULQJ ZLWK (DUO\:DWFK $OHUW (:$.

0D or higher • Implementation of SAP Note 91488. DQG (DUO\:DWFK 6DWHOOLWH 6\VWHP 6$3 6ROXWLRQ 0DQDJHU 6$3 6XSSRUW oCpw  zlt„rŒ£slres …¥zjq%{Š ‹F‡‘Œ£swr`s } y“© z•y†zeq¥r |&z„t„pwyAy{zjq¥„swre pqwv  ˆ |&pt„zevjvAŠ‹F‡aŒ£sr s ¥ o¥Ž¥zjteŠ ‹F‡ ’ z”“£p|&r } ~ |rzl€|rslre q‚ suwr6pwyAslrxzj ~ p|’ƒ s„|& r`p†…l‡Uˆ§‰  o¥Žz„tq|&z„A|‘swrez„AŠ‹F‡ ’ z”“£p|&r ”%•U– ”©—©˜ ™ed&f —©gAhRigjilkmn  } y“© z•y†zeq¥r |&z„t„pwyAy{zjq¥„swre pqwv  Œz• `–•zj|C…¥ze|Y–—etjzv ˜`~ pw|£z5™s„yš“CezFŠ¥s„|‘ › ‹€slr6t•Ž—œ oCpqr`sjtlr©o§uevwrxpy{ze| oCpwq¥res„t„r¥o§u•vrxply†z•|sjq¥ te|3zeswrez…¥zj|3–e t„zqˆ s•q  6$3 &XVWRPHU ‰ ~ p|’ƒsj|3As„ vpt q†t•s•vwzp ~  q% r  s„wt•pqq%z„t„r  plqts„q¥tz„–•z•|x› ~ pul|§ƒdzjzejv © 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. © SAP AG SM100 8-6 . • Your SAP System must be release 3. To verify this. • The job SAP_COLLECTOR_FOR_PERMONITOR must be scheduled hourly. call transaction SM37 in your system.

60  (:$ (DUO\ZDWFK $OHUW 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

DQG 'DWD &ROOHFWLRQ (DUO\:DWFK $OHUW (:$.

5HSRUWV $GGLWLRQDO )XQFWLRQDOLWLHV (DUO\:DWFK $OHUW 5HSRUWV IRU -DYD &RPSRQHQWV © SAP AG SM100 8-7 .

7KH 1HZ 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

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

$FWLYDWLQJ WKH QHZ 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

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. If you use the SAP Solution Manager system. you can activate the Service Data Control Center for each individual system or centrally for several systems. ž i•Ÿ%f kijd6m{f ged‘—€d& jm¡•mg•d&n6i˜”§¢C££ ž iw¤¥†f gf ¦ld&n`ijdrf —©g ”©m˜ ml¡jdd3 •mq¦•§„¦•dxm¥q¦F¨€ f ¡ U§l—©™U¨Ui%gjd d‘—Ail¡edrf Ÿli•dxm¡•mg•drn6i˜ ˜ § © SAP AG 2006 „ „ „ Before you can work with the Service Data Control Center. © SAP AG SM100 8-9 . it must first be activated. The Service Data Control Center will only need to be activated once after it has been installed.

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. the background job for the old Service Data Control Center. it performs the following actions: • De-schedules AUTO_SESSION_MANAGER (ASM). the original RFC destination SAPOSS must be working. default values will be filled in automatically. − To ensure the timely processing of all tasks the recommended frequency is ‘hourly’. • Checks whether Customizing settings exist − If no Customizing settings exist. • 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. • Locks the old Service Data Control Center (transaction SDCC). The SAProuter string used for the SAPOSS destination will be used to set up the RFC destination SDCC_OSS. It is recommended that you set up a new RFC destination with the name SDCC_OSS. − 6HUYLFH 3UHSDUDWLRQ &KHFN 57&&722/) © SAP AG SM100 8-10 . Note that existing settings will not be overwritten. • Prompts you to create a new RFC destination (SDCC_OSS) to the SAPNet R/3 frontend (formerly called SAP OSS system). The Service Data Control Center uses this RFC destination to communicate with the SAPNet R/3 frontend. For this to work correctly. they will be left unchanged. − If settings already exist.

6HWWLQJ XS (DUO\ :DWFK $OHUW (:$.

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

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

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

© SAP AG SM100 8-14 . or display the session in SAP EarlyWatch Alert display mode. Proceed as described.3URFHVVLQJ WKH (:$ 6HUYLFH LQ '6:3 ­šg„¡jmFd3 •m{«w¬1•s¦lm„¦j¦%f —¥gA „i•¦†®„m„mg ¯3f gf ¦ •ml¤{—¥gFd& jmq¦li•dxm˜ ˜ f dxmF¦j§j¦„dxml¥A°e§l—©™ ¡ji%gq¡w „ig„kmqdx—tdr „mš”C—©˜ ™•drf —©ghRig•iwkmn ± gA¢©”¥¬E–1gji•Ÿf ki•dXmšdX—†…w‡Rˆ …©pw`ur epqt²šs„q%s•‚z•|s³´…¥r`s„|&r vzj|3–e t•zd“C|rp%t•zevlv„ q‚   f ¦q¨f ˜ ˜—¦jdxin`dd3 •m$¶X—©® µ · ¦¥†¸ m•¹lm„¡š¦•m%n Ÿf ¡jmj¦lº © SAP AG 2006 „ „ „ „ „ „ 1. The performance data is for the last complete week. Refresh your data in the SAP Solution Manager. to process your session data in the SAP Solution Manager. 2. The alert data is then available in the SAP Solution Manager. 5. Choose the link to the SAP EarlyWatch Alert. 4. Successful download is indicated by a symbol in the SAP Solution Manager overview. All other data is from at least the date of the download. 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. • You can generate the SAP EarlyWatch Alert Report as an MS Word or HTML document. 3.

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

3UHUHTXLVLWHV $GGUHVV VSHFLDO FRQVLGHUDWLRQV IRU FHUWDLQ 6$3 FRPSRQHQWV IRU H[DPSOH 6$3 %: 6$3 $32.

PSRUWDQW 1RWHV 3OHDVH ILQG KHUH PRVW LPSRUWDQW QRWHV IRU VHUYLFH SUHSDUDWLRQ      »U¼‰½¿¾{ÀUÁe ÃqħÅUÆRÆ Çd»F¼‰½È»€ÉUÊRÊ2ÀšË5Á1»šÂšËYÌRÍ6ÎRÂ$ÏÐdÑtÂFÒdÁlË5ÓšÔ ÊR˔ÂFÊ2ӚË5Ó$ÁlÍ6ÀUÒÕÒ2À$Á•Â »U¼‰½¿¾{ÀUÁe ģÅRÅUÆRÖdÅ Çd»š¼s½¿×Âq؄À$ÁeÂÈ»ÂFˀÌ$Í`ÎRÂRÏ2Ð ÙAÂRÎRÚRÒFÍ6ÎRÓFÔ ÊR˔ÂFÊ2ӚË5Ó$ÁlÍ6ÀUÒ »U¼‰½¿¾{ÀUÁe Ö$Ã$ÅRÛRÛ Çd»šˀÌRÍ6Î$ÂÜÁjÀUÀFÔeÏÞݔÀšËF¼sÊRÊRԑÍ`ÎRÓ$ÁwÍ6ÀUÒ2τ»FÙÇx¼¢ßr½€à á »šÙ¢Ä§Åãâä×ÙtÑtрÙtå1å‰æ2ç »U¼‰½¿¾{ÀUÁe ÛRÖRè$ÅUédÛ ÇFê$˔ÂRëRÉ$ÂUÒ2ÁÔ ìÜÓRÏ2í2ÂRîÕëUÉdÂdÏÁlÍ6ÀUÒ2τÀU҄ÁjÚd »qÀšÔxÉdÁ„Í6ÀU҄ÙtÀRÀFÔ$ÊdÔrÉ$ï2ÇYÍxÒ á »šÙqÇY½à&ç »U¼‰½¿¾{ÀUÁe ðRèRé$ðRðRñ Ç ¼IÎ$ÁwÍeÌ Ó$ÁwÍXÒdïòÁlÚdÂò»F¼s½¿óFÓFË•Ô ì ôõÓ2Á•ÎUÚÞ¼“Ô`šË5Á © SAP AG 2006 © SAP AG SM100 8-16 . GDWDEDVH SODWIRUPV DQG 5 UHOHDVHV )RU PRUH GHWDLOV UHIHU WR 6$3 1RWH  .

60  (:$ (DUO\ZDWFK $OHUW &HQWUDO 6\VWHP 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

DQG 'DWD &ROOHFWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV 5HYLHZLQJ (DUO\:DWFK $OHUW (:$.

5HSRUWV $GGLWLRQDO )XQFWLRQDOLWLHV (DUO\:DWFK $OHUW 5HSRUWV IRU -DYD &RPSRQHQWV $GPLQLVWUDWLRQ &6$.

© SAP AG SM100 8-17 .

If the EWA data for an SAP production system is marked with a red light after evaluation. if your alert is critical. „ © SAP AG SM100 8-18 . 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. Deactivate the EWAs at SAP (see SAP Note 207233 (section 1. • 2. point 5)). you will then receive a call from SAP.. To correctly set up SAP EarlyWatch Alerts for your SAP systems: • 1. the EWA data is immediately sent to SAP for further analysis. Activate the EWAs in SAP Solution Manager (see the SAP Solution Manager Configuration Guide).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).

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

and no more nodes of this type can be created.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. These nodes can be deleted and more nodes of this type can be created. This node is created automatically by the system. 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. There is one SMTP node 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. There can be any number of RFC nodes in each client of an SAP System. it cannot be deleted. © SAP AG SM100 8-20 .

for example SAP Solution Management Assessment and SAP SQL Statement Optimization. SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services.. 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.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 .

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

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 AG SM100 8-23 . for example SAP Solution Management Assessment and SAP SQL Statement Optimization. SAP EarlyWatch Alert data is an indispensable source of analytic data for the delivery of SAP Support Services. 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.

we will send a validated report back to the customer on a quarterly basis. Additional SAP EarlyWatch Checks will be charged according to the standard price list. to SAP. to have the SAP EarlyWatch Alert results of productive installations periodically validated by SAP.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. 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 . In case of any critical alerts monitored by SAP EarlyWatch Alert the results will be send in addition to those periodical reports. To facilitate the request of our customers. 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. „ © SAP AG SM100 8-24 .

60  (:$ (DUO\ZDWFK $OHUW &HQWUDO 6\VWHP 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

DQG 'DWD &ROOHFWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV 5HYLHZLQJ (DUO\:DWFK $OHUW (:$.

5HSRUWV $GGLWLRQDO )XQFWLRQDOLWLHV (DUO\:DWFK $OHUW 5HSRUWV IRU -DYD &RPSRQHQWV $GPLQLVWUDWLRQ &6$.

© SAP AG SM100 8-25 .

At the moment SAP develops it also for java stand alone. This is the old. but use their local SDCCN to obtain the non-ABAP data that is collected by the Diagnostics part of the Solution Manager. Note 976054 contains a setup instruction for EWA for non-ABAP-components. © SAP AG SM100 8-26 .I GRXEOH 6WDFN ¡Cý¢¥¤%ÿ ¦úx÷wûwü©©÷eú¦ÿ ÿ  ú¦ „ùjú¦ .I $%$3 VWDFN $%$3 6DWHOOLWH 6\VWHP (:$ LV SLFNHG XS E\ WKH 6'&&1 RI WKH 6DWHOOLWH 6\VWHP £§m%gedrn6i˜e”§¢C£ £ ž ¡ jml¡w©—¦{f ¯£f d£f ¦ig «w¬1•‰¯X—©n‘¸ • öw÷•ø„÷Fù„úx÷„ûü$ý©þÿ   • ¡££ ý ¢¥¤ÿ ¦šùjúX÷jûü • §©¨£§©€ù„úx÷„ûüFý¥þÿ   &HQWUDO 6'&&1 DFFHVV LWV RZQ &&06 . which will probably be available with the new ST-SER. the data have to be send by ccms agents to an ABAP 640 system or higher. available standard solution.I -DYD RQO\ (:$ LV SLFNHG XS E\ WKH 6'&&1 RI WKH 6DWHOOLWH 6\VWHP DQG DGGV -DYD GDWD IURP WKH DJHQW %&%(' I÷0)¦þ•ú1¥¦%ÿ  ø0¦32e%& ù4%& 1' ÷júx÷ 5 26ý „ö„÷•ø„÷qù„ú`÷lûwü$úxý  öl÷•ø„÷€ý¥þÿ   ûjý "!wý¥þ#¦%þeú © SAP AG 2006 &&06 DJHQW GHOLYHUV GDWD IURP -DYD VWDFN WR &&06 öw÷•ø„÷ý¥þÿ  Aûjý "!lý©þ$¦þeú „ „ „ „ EWA for Java systems is currently in a pilot phase. You then have to make both systems. available in SMSY. the Java system and the ABAP 640 system. On this system the alerts will be visible within the CCMS. Technically the "Central SDCCN" of the Solution Manager is used for pure Java systems which do not have a own SDCCN. Double stack installations do not make use of the Central SDCCN. It will be released with the note 976054.(:$ IRU -DYD 1HZ 6DWHOOLWH 6\VWHP DGGHG WR D 6ROXWLRQ /DQGVFDSH $XWRPDWLFDOO\ VFKHGXOHG (:$ UHSRUW 6RO0DQ . 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. 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.

60  (:$ (DUO\ZDWFK $OHUW &HQWUDO 6\VWHP 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&1.

DQG 'DWD &ROOHFWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV $GPLQLVWUDWLRQ &6$.

5HYLHZLQJ (DUO\:DWFK $OHUW (:$.

5HSRUWV (DUO\:DWFK $OHUW 5HSRUWV IRU -DYD &RPSRQHQWV $GGLWLRQDO )XQFWLRQDOLWLHV © SAP AG SM100 8-27 .

Monitoring objects will be created for each solution in the Solution Manager context.&&06 0RQLWRULQJ RI (:$  $FWLYDWLRQ 7UDQVDFWLRQ '6:3 _ 2SHUDWLRQV 6HWXS _ 6ROXWLRQ 6HWWLQJV _ &&06 0RQLWRULQJ RI (:$ © SAP AG 2006 „ 6$3 6ROXWLRQ 0DQDJHU 0RQLWRULQJ • This report allows you to activate monitoring for individual solutions. „ &RQWHQW • The following information is sent to the CCMS: − Results of the EarlyWatch Alert service − Results of the SL Reporting service − Messages about downloads for EarlyWatch Alert services − Status information about SAP Solution Manager jobs © SAP AG SM100 8-28 .

„ © SAP AG SM100 8-29 .8SGDWLQJ 6ROXWLRQ 0DQDJHU 7RROV ZLWK 57&&722/ © SAP AG 2006 „ The RTCCTOOL “SAP Servicetools Update” is checking the availability of all tools required to perform SAP service sessions. You can start the report RTCCTOOL in transaction sa38 or from within SDCCN with creating a new task “Service Preparation Check”. To perform RTCCTOOL you need to have a correctly configured RFC destination SAPOSS to access sapserv3.

5HVXOW RI 57&&722/ © SAP AG 2006 „ Please read the documentation on top of the result output and apply the recommendations as described there. © SAP AG SM100 8-30 .

8QLW 6XPPDU\ <RX DUH QRZ DEOH WR „ ([SODLQ WKH 6ROXWLRQ 'LUHFWRU\ „ :RUN ZLWK VHUYLFHV LQ 6$3 6ROXWLRQ 0DQDJHU „ *LYH DQ RYHUYLHZ RQ WKH IXQFWLRQDOLW\ RI 6$3 6ROXWLRQ 0DQDJHU LQ 2SHUDWLRQV „ :RUN ZLWK WKH 6HUYLFH 'DWD &RQWURO &HQWHU 6'&&.

© SAP AG 2006 © SAP AG SM100 8-31 .

$GGLWLRQDO .QIRUPDWLRQ 0RUH LQIRUPDWLRQ DERXW (:$ VHUYLFHVDSFRPHZD )RU PRUH LQIRUPDWLRQ UHIHU WR WKH 6$3 6HUYLFH 0DUNHWSODFH VHUYLFHVDSFRPVROXWLRQPDQDJHU 6HOI 6WXG\ ² /HDUQLQJ 0DSV IRU 6$3 6ROXWLRQ 0DQDJHU VHUYLFHVDSFRPUNWVROPDQ Æ &OLFN 0HGLD /LEUDU\ 6DPSOH 5HSRUW ZLWK ([SODQDWLRQ © SAP AG 2006 © SAP AG SM100 8-32 .

QWURGXFWLRQ 6ROXWLRQ 0DQDJHU  2YHUYLHZ $GPLQLVWUDWLYH 7DVNV 6\VWHP 0RQLWRULQJ 6HUYLFH /HYHO 5HSRUWLQJ .$JHQGD .QVWDOODWLRQ 7HFKQLFDO &RQILJXUDWLRQ 6HWWLQJ XS 6ROXWLRQ /DQGVFDSHV 6ROXWLRQ 0DQDJHU 'LDJQRVWLFV 6HUYLFH 'HVN DQG &KDQJH 0DQDJHPHQW $SSHQGL[ © SAP AG 2006 © SAP AG SM100 9-1 .

&RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 9-2 .

QFOXGH &3+ GDWD LQWR WKH 6/ 5HSRUWV „ 8VH WKH 6ROXWLRQ 5HSRUWLQJ © SAP AG 2006 © SAP AG SM100 9-3 .2EMHFWLYHV ´6HUYLFH /HYHO 5HSRUWLQJµ $W WKH FRQFOXVLRQ RI WKLV XQLW \RX ZLOO EH DEOH WR „ ([SODLQ WKH LPSRUWDQFH RI 6HUYLFH /HYHO 5HSRUWLQJ „ 8VH WKH 6HWXS 6HUYLFH /HYHO 5HSRUWLQJ 6HVVLRQ LQ 6$3 6ROXWLRQ 0DQDJHU „ 8VH WKH SRVW SURFHVVLQJ IRU 6HUYLFH /HYHO 5HSRUWV „ .

6HUYLFH /HYHO 5HSRUWLQJ $YDLODELOLW\ 5HSRUWLQJ 'HVLJQ DQG $SSURYDO RI 6HUYLFH /HYHO $JUHHPHQWV &HQWUDO 3HUIRUPDQFH +LVWRU\ 6/5 6HWXS 6/ 5HSRUWLQJ 6HWXS 6/ 5HSRUWLQJ 3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV 6ROXWLRQ 5HSRUWLQJ © SAP AG SM100 9-4 .

6HUYLFH /HYHO 0DQDJHPHQW 6HUYLFH /HYHO 0DQDJHPHQW 6HUYLFH /HYHO 0DQDJHPHQW PHDQV WR PHDVXUH VSHFLILF V\VWHP SDUDPHWHUV LQ DFFRUGDQFH ZLWK 6HUYLFH /HYHO $JUHHPHQWV EHWZHHQ WZR SDUWLHV RUJDQL]DWLRQDO XQLWV RU RUJDQL]DWLRQV LQYROYHG LQ WKH PDQDJHPHQW DQG RSHUDWLRQ RI D FXVWRPHU¶V 6$3 VROXWLRQ 7KH UHVXOWV VKRXOG EH UHSRUWHG RQ D UHJXODU EDVLV 6HUYLFH /HYHO 5HSRUWLQJ $ VXUYH\ RI WKH GLIIHUHQW SDUWLHV LQYROYHG LV QHFHVVDU\ WR HYDOXDWH SRVVLEOH FRPPXQLFDWLRQ DQG FRPSHWHQFH LVVXHV 7KH IROORZLQJ RUJDQL]DWLRQV PD\ SDUWLFLSDWH LQ D FXVWRPHU V 6$3 SURMHFW „ +DUGZDUH SDUWQHU „ &XVWRPHU KLPVHOI „ 2XWVRXUFLQJ SDUWQHU HJ IRU KDUGZDUH KRVWLQJ.

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 „ .

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

H\ 3HUIRUPDQFH .3.([DPSOHV IRU .QGLFDWRUV .V.

V. ([DPSOHV IRU .3.QGLFDWRUV .H\ 3HUIRUPDQFH .

3.V „  RI DOO RUGHUV SODFHG EHIRUH  SP DUH GHOLYHUHG RQ WKH VDPH GD\ RI WKH WUXFNV OHDYH WKH ZDUHKRXVH EHIRUH  SP 6KRXOG EH DOUHDG\ FRQVLGHUHG GXULQJ EXVLQHVV SURFHVV GHVLJQ „  RI 9$ WUDQVDFWLRQV KDYH D UHVSRQVH WLPH OHVV WKDQ  VHF UHTXLUHPHQW IRU WHOHVDOHV. %XVLQHVV .

the technical KPIs could be verified by the SL Reporting of the SAP Solution Manager.V &RXOG EH YHULILHG E\ WKH 6HUYLFH /HYHO 5HSRUWLQJ IXQFWLRQ RI WKH 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ '% IUHH VSDFH LV DOZD\V !  „ 6\VWHP DYDLODELOLW\ !  H[FOXGLQJ SODQQHG GRZQWLPH RI WKH '% VL]H „ One can differentiate between Business KPIs and Technical KPIs. „  7HFKQLFDO .3. © SAP AG SM100 9-7 . Whereas the Business KPIs should already considered during business process design.

SAP EarlyWatch or Solution Optimization Services © SAP AG SM100 9-8 . for example once a week • Several systems can be summarized in one automated report • Is aimed at different areas of management (IT and application management) • Evaluates key performance indicators (KPI) and derives recommendations like ordering standard SAP services or implementation of certain support packages and notes • Generates preconfigured recommendations that can be individually tailored and extended • Facilitates forecasting • Is linked to relevant SAP services. such as GoingLive.6HUYLFH /HYHO 5HSRUWLQJ ZLWKLQ WKH 6ROXWLRQ 0DQDJHU 7DVN „ &RPSUHKHQVLYH VHUYLFH OHYHO PDQDJHPHQW DQG UHSRUWLQJ WR DGPLQLVWUDWRUV DQG FXVWRPHUV %HQHILWV „ 6XPPDUL]LQJ VHYHUDO (:$V LQ RQH UHSRUW „ $GGLWLRQDO GDWD WDUJHW YDOXHV DQG UDWLQJ SRVVLELOLWLHV „ 6XSSRUW RI VWUDWHJLF GHFLVLRQV „ 5HFRPPHQGDWLRQ RI RSWLPL]DWLRQV „ )ROORZXS RI 7DVNV ƒ ! (DVLQJ VHUYLFH OHYHO PDQDJHPHQW © SAP AG 2006 „ 6HUYLFH /HYHO 5HSRUWLQJ • Is based on EarlyWatch Alert knowledge engine • Triggered regularly.

6HUYLFH /HYHO 5HSRUWLQJ ² %HQHILWV RI (:$ .QWHJUDWLRQ $GGLWLRQDO IXQFWLRQDOLW\ UHJDUGLQJ (:$ „ 7UDQVSRUWV REMHFWV SURJUDPV WDEOHV ! 7DE (.

„ $YHUDJH UHVSRQVH WLPHV RI VHOIGHILQHG WUDQVDFWLRQV „ $JJUHJDWHG DOHUWV RXW RI %XVLQHVV 3URFHVV 0RQLWRULQJ EDFNJURXQG MRE UHSRUWLQJ SRVVLEOH.

„ 7UHQG DQDO\VLV UHJDUGLQJ ƒ ƒ ƒ ƒ 6\VWHP DFWLYLW\ 5HVSRQVH WLPH 6\VWHP RSHUDWLRQ +DUGZDUH &38 /RDG $SSOLFDWLRQ 6HUYHU DQG '% 6HUYHU.

In the SAP Solution Manager 4. 5HSRUWLQJ DR¤£¡¥02 43§‡£#§ ¡©¤sˆ‰(10¦5@£c #©ˆ43¤%€H§4€¦s¤%‘CB¥’d'P0¦€@§c #“¨CB%3B“”rH©¥¤¥¨•&0—–¥¤˜–¥B%©¤¥¨P02¦1i™¤¤§Vc # † † „ .QWHJUDWLRQ RI &HQWUDO 3HUIRUPDQFH +LVWRU\ ¨CB%rB©d q¡1r0ep‰gs'P02¦¥Y@Efg &024&#1v304Uhudi CjCe¦13BC–§c ¤“B£¦¥¨˜C@CB£4r§v30243'˜B © SAP AG 2006 „ „ The EarlyWatch Alert (EWA) in the SAP Solution Manager has some additional functionalities compared to the standard EWA.0 there are some enhancements compared to previous versions.3.3. The biggest enhancement is the integration of the Central Performance History (CPH). These additional data can be integrates in the Service Level Reporting. © SAP AG SM100 9-9 .V „ 0RQWKO\ . 1HZV LQ 6$3 6ROXWLRQ 0DQDJHU  „ 0DLQWHQDQFH RI WKUHVKROGV IRU LQGLYLGXDO .

also information from the CCMS is taken into account via the Business Processes. © SAP AG SM100 9-10 . Secondly. which is coming from the EarlyWatch Alerts.0RQLWRULQJ DQG 6/ 5HSRUWLQJ ² 'DWD 6RXUFHV 6$3 6ROXWLRQ 0DQDJHU 9A45 Y %BCc tc ¤£4r "q YH¥B%€ 0¦¥ xqH§e¦©¤%¥˜uR430§%¤% (I02¦§ r024€q¦7 ›…œ‚œ~ žYœ‚ŸY  žY¡ ¢…£¥¤§¦ ¨¥ž©¤€¤§ª‰ «­¬€žY¤5¤©›%® ž§   ¤ ³ ž§® ž€¬€ ­´’«~¨5¸­   ž€¹$ ¨¥ µ Ÿ5¨¥ ›»º‰ ž5¡¼¥«‚³  £­   ¤ ¶2¶§Ÿ¥`¦ ·Yž TU¤%rB£ec ¤¨ DU¤£¡¥024&€e¦©7 "$#%r¤©'k(10d¦£ 3024€`¦¥7 "d u ‚BC45c #%ƒ„B%3C@  c ¤£4r“ 6DWHOOLWH 6\VWHPV y €ˆ Že&| qygƒ¥†…| Xƒ¥zr| †‰‘©’ ~ ‹§‹2UxsFƒ©†…| qƒ©z“| †~‘ ” †~•rz`€~–‰rzr—~}~r—zeyŠ ©˜%™‰š Œ l mCno¥p6n©rm£r%s $ t mCn¥peoYm§uYp6n%v£w ‹§y’†~rz6€’ˆ‰¯’yze•Xƒ¥zq€†°}~y ± | –°“ƒz ²AŠ`‹d¯ ± Œ l$mCn%o5pqn¥r¥mCrs t mCn©p o€m£uYp6nvCw x¥y%z {%| }~y©€‚q€ £ƒ…„‡†…ˆ ƒ’€‰‰tŠ6x§C‹ ‹ Œ © SAP AG 2006 „ „ The Service Level Reporting is mainly build on information.

In general the are two involved parties in operations of an IT system. „ „ © SAP AG SM100 9-11 .6\VWHP $GPLQLVWUDWLRQ 6WDNHKROGHUV DQG . The Help Desk is the first contact for the end users in case of problems. and IT Infrastructure. Expert Team.7 . In case of problems the Expert Teams are informed to solve the problems. In the Service Level Agreement the Service Goals for Help Desk and Expert Teams are defined.QWHUDFWLRQV &XVWRPHU Ê —‚–| †°y‚–°–¯©z6ƒ}~y~–~–AË2„†~yz 6HUYLFH /HYHO 0DQDJHPHQW ×$y’†°y’ze€%ˆ  y°Ò©—’| z`y…y%†Ïq– ´’«­¤€  ¤¥Ø¥¢’£5¡Ïœ­žY  • «° žY¬YŸ€¤€ eØ5ª~® Ÿ5¨­¨­¦ ¨§œ •Ù ³ ž5 Ó§¦ ¬5žCÞ«ÏŸ¥® ¤ +HOS 'HVN "R¤£4rS§ %¤˜f¥¤%S©¤£c… ‡724&¤¤C'E¤£¦ "R¤£4rS§ %¤Pf%¤S©¤£cDU¤£¡©043Y`¦©7 ([SHUW 7HDPV • • • • Ëg͉y’z`€~&| ƒ¥†‚€%ˆ  y~Ò©—…| z`y…y’†~`– ›‰Ó¥Ÿ¥¦ ® Ÿ¥Ô§¦ ® ¦   Õ ªÏž§ Ö «‚e¶Ÿ€¨§¬€ž ›’¬€¬¥£Ï Ÿ€¬©Õ ³ ž5¬5£­e¦   Õ º‰ž§¼¥«~  e¦ ¨§œ ¸Ï¤5¬5Ÿ¥® Ÿ€  ¦ «Ï¨ Ý©«°¨¥¦   «‚e¦ ¨§œ à~¤5Ÿ5œÏž xCƒ‰•q`„F€’z`y‡‹dÌ~€†~‘y U€†‚€…‘…y’y†‚ ‹ƒ†‚•&| ‘©—’ze€°r| ƒ©† U€†‚€…‘…y’y†‚ ډž¥Û ¸­¤¥¬€Ÿ¥® ŸY  ¦ «‚¨ ³ ž5 Ó§¦ ¬5žCÞ«ÏŸ¥® ¤ x¥y‰}’—’z“| 6² U€’†°€°‘y…y’†~ ‹ €Í°€°}…| 6² U€’†°€°‘y…y’†~ ´«‚¨¥ e¦ ¨Ï£5«~£5¤ Ü ¶¼Ï «­Ó€ž¥¶ ž5¨§  Ç©ÈrÉ Ä©Å Æ ¾&¿`À ¿6Á Â6ÃeÀ Ð {°€| ˆ €Ñ%| ˆ | `² R€†~€‰‘y‰y%†Ï Î –°yz R€†~€‰‘y‰y%†Ï ª‰ «‚Ô­® ž¥¶ ߉Ÿ§¨§¡‚® ¦ ¨5œ 8VHU . Between theses two parties a Service Level Agreement proved by Service Level Reporting should be in place.QIUDVWUXFWXUH „F€’z`y‰½~xCƒ…•6`„R€z`y ± €z6‰… © SAP AG 2006 „ „ System Administration is involved in Help Desk. the customer (Business Process Owner) and the Solution Operation Organization.

6HUYLFH /HYHO 5HSRUWLQJ 'HVLJQ DQG $SSURYDO RI 6HUYLFH /HYHO $JUHHPHQWV $YDLODELOLW\ 5HSRUWLQJ &HQWUDO 3HUIRUPDQFH +LVWRU\ 6HWXS 6/ 5HSRUWLQJ 6ROXWLRQ 5HSRUWLQJ 6/5 3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV © SAP AG SM100 9-12 .

FDQ XVH LW „ $YDLODELOLW\ PHDQV WKDW . FDQ ORJRQ WR WKH V\VWHP „ 7KH V\VWHP LV DYDLODEOH ZKHQ . The contractual partners should have a common understanding of what they define in their Service Level Agreement.3. © SAP AG SM100 9-13 .:KDW LV $YDLODELOLW\" :KDW LV $YDLODELOLW\" 6RPH FXVWRPHU TXRWHV „ 7KH 6\VWHP LV DYDLODEOH ZKHQ WKH GDWDEDVH DQG WKH DSSOLFDWLRQ LQVWDQFH DUH XS DQG UXQQLQJ „ $YDLODELOLW\ LV ZKHQ . LV QHHGHG © SAP AG 2006 „ „ ‚Availability‘ is selected as an example of a KPI. FDQ ZRUN DV XVXDO „ « ! $ FRPPRQ XQGHUVWDQGLQJ RI DYDLODELOLW\ LV QHHGHG ! $ FRPPRQ XQGHUVWDQGLQJ IRU HYHU\ .

© 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 18.65 days a year. An availability of 99.999% means that the system is down for 5. An availability of 99% means that the system is down for 3.25 days a year.256 minutes a year.

environment failures.+LJK $YDLODELOLW\ &DXVHV IRU 'RZQWLPHV 8QSODQQHG 'RZQWLPHV 3ODQQHG 'RZQWLPHV ò ó™ô­õö¥ô ° ì°è¥÷~ä ë`ç…èÏø é á‰ä ã ê‚ë ì­í ô ù ä í§á5í¥æ ì‰ë í ñ ï­ð ú§û5ü5ý þ&ÿ¡ £¢¥¤©ý ¦ §Yÿ&ý¨¢%ý ûYü© á~â~â‚ã ä å§á§æqä ç°è é á~ä ã ê~ë ì¥í îÏï§ð ç‰â­ì‚ëeá¥æ`ç…ë é á~ä ã ê‚ë ì§í ñ ïÏð „ 6\VWHP DQG LQIUDVWUXFWXUH PDLQWHQDQFH „ 3DWFKHV XSJUDGHV WUDQVSRUWV „  „ Hardware. © SAP AG SM100 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 „ To be avoided with scalable components which enable rolling maintenance „ Improved upgrade processes „ Proven correction and transport system © SAP AG 2006 „ When one talks about availability the planned downtimes should also be defined and explicitly excluded from the Service Level Agreement. OS.

QGXVWU\ )LQDQFH )LQDQFH 0HGLD 5HWDLO 5HWDLO 7UDQVSRUW %URNHUDJH &ULWLFDO %XVLQHVV 3URFHVV $YHUDJH &RVWV RI  +RXU 'RZQWLPH  86'  86'  86'  86'  86'  86' &UHGLW &DUG  6DOHV $XWKRUL]DWLRQV 3D\ SHU 9LHZ 79 3D\ 79.+LJK $YDLODELOLW\ &RVWV RI 'RZQWLPHV .

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

application failures/crashes.7 6WDII „ &DSDFLW\ 3ODQQLQJ „ *XDUDQWHHG 6/$V „ 3URDFWLYH 6HUYLFHV Cost &RVWV 95% 98% Availability 99.9% © SAP AG 2006 „ „ High Availability is the requirement to maximize system availability from an end-users point of view.&RVWV RI +LJK $YDLODELOLW\ 0HDVXUHV $YDLODELOLW\ &RVW &XUYH (Source: Gartner Group) „ 5HGXQGDQW &RPSRQHQWV „ 'LVDVWHU 5HFRYHU\ 6LWH „ 6\VWHP 0DQDJHPHQW 7RROV „ . etc. Updates.5% 99. High Availability comprises much more than just a “Highly Available Technical” Infrastructure: • Reducing planned downtimes for Backup. the architectural and technical single point of failures (SPOF) need to be identified and secured in an appropriate manner. operational mistakes. • 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. etc. From a technical infrastructure point of view. „ © SAP AG SM100 9-17 .

This is important since typically there are time windows for planned downtimes used for system maintenance tasks. © SAP AG SM100 9-18 .6\VWHP $YDLODELOLW\ ² 0DLQWDLQ 'HWDLOHG 7LPH 7DEOH  6HOHFW *HQHUDO 7LPH )UDPH LQ :HHN 7DEOH  *HQHUDWH 7LPH 7DEOH  6HOHFW RU GHVHOHFW VSHFLILF WLPHV LQ WKH GHWDLOHG WLPH WDEOH  "!#%$'& (0) !2143 !5516371 8@9BA$5C%DFE£814G'H © 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. Those time windows are than excluded from the 100% availability.

„ © SAP AG SM100 9-19 . without an inactive system causing an error in the display of the Alert Monitor.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.20): „ Dialog Response Time „ Standardized dialog response time (as of Basis 4. to determine whether a remote system is active and available). This agent is a stand-alone program that runs outside the SAP system. However. if the server is reported as active at the message server. Availability monitoring also displays the following performance attributes for monitored application servers (as of CCMSPING with release 6. you can efficiently monitor the availability of a large number of systems from a central location. an application server is regarded as active. With this monitoring method. This method is extremely fast and suitable for monitoring hundreds of systems from a central CCMS Alert Monitor.1* )HDWXUHV RI $YDLODELOLW\ 0RQLWRULQJ CCMSPING can check the availability of the application server. By using an agent.$YDLODELOLW\ 0RQLWRULQJ 8VLQJ &&063. availability monitoring uses the CCMS agent CCMSPING.

© SAP AG SM100 9-20 .sap.)XQFWLRQDO 3ULQFLSOH RI WKH $YDLODELOLW\ $JHQW )XQFWLRQDO 3ULQFLSOH RI WKH $YDLODELOLW\ $JHQW &&063. With this monitoring method.com/monitoring | Monitoring in Detail.QIRUPDWLRQ VHQW „ The system is available if the message server and at least one application server are available „ List of active application servers „ Underlying performance attributes of the active application server © SAP AG 2006 „ CCMSPING checks the availability of the application server at the message server of the corresponding system.5B) „ „ For additional information refer to the Availability Monitoring and Agent CCMSPING document at: http://service. It would make sense to install the CCMSPING Agent also on the host of the Central Monitoring System. The monitoring also displays the following performance attributes for monitored application servers (as of CCMSPING with release status SAP Web AS 6.1* Ì°ƒ’–°£  gih }’—‚–~Xƒy’pz h }~ƒ% Ð †Ï² ± ƒ’–° &HQWUDO 0RQLWRULQJ 6\VWHP &(1 ut ‹“‹§ƒ©†’†~y‰}‚&| ƒ©† Ð$Ê ‹“€‚{°€| ˆ €%ђˆ yrq IPIRQSPTU6VXW QY$`##'!%H%$ab$cE ) $cE 9#"8@$'d (fe I ÐRÊ ‹s€~{~€%| ˆ €’Ñ%ˆ ysq . if the server is reported as active at the message server. an application server is regarded as active.20): • Dialog response time • Number of users logged on • Standardized dialog response time (as of SAP Basis 4.

*HQHULF 0HVVDJH DQG 5HTXHVW *HQHUDWRU *50*.

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

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

and reorg. − Specify monitoring options. • &&06 − Configure availability monitoring options. − Specify MTE properties for Availability-MTEs.SAR from SAP Service Marketplace. − Activate availability types. © SAP AG SM100 9-23 . value smoothing. monitoring options. − Assign Availability-MTEs to collection scheme.6HWXS 6/5HSRUW  6HOHFWLRQ RI $YDLODELOLW\ 7\SHV 6HOHFW GHVLUHG DYDLODELOLW\ W\SHV IRU UHSRUWLQJ IPIRQSvT16G%H5w'!`#%$%& ! 143 !5516371 8@9BA$5C%DFE£814G'H (0) 2 © SAP AG 2006 „ 7KH IROORZLQJ VWHSV DUH QHFHVVDU\ WR DFWLYDWH WKH &&06 3LQJEDVHG DYDLODELOLW\ UHSRUWLQJ • 26 /HYHO − Implement CCMS Ping agent. − Define thresholds (optional). − Define collection. scheme. − Activate Central Performance History (CPH) for Availability-MTEs. − Install and register agent CCMSPING on any host. − Download CCMAGENT.

5HSRUW 2XWSXW IRU .QGLYLGXDO 2EMHFWV K$YDLODELOLW\ 6HUYLFH 5HSRUW ‘'’"“ ”`• –—’™˜s’i”s’`dse'’`fhg'“6i@• j—k 7DEOH IRUPDW RSWLRQDO.

b8x!8w1 #'8 1 y`#a€£DuEyc‚5E E@$cG%8 PƒcA„8 1 d…$Y€E@!%dB$ ( HcHFE£$2Hc!"8 1 DuGB3 $ ) $53‡†cˆ!"9 *UDSKLF IRUPDW RSWLRQDO.

and instance availabilities and one sample each five minutes − for instance logon.35% for each day. − In total there are 1440 or 288 availability probes per day.ABAP stack" − "System availability . © SAP AG SM100 9-24 . The highest measurement resolution − is one sample per minute for system. This results in an accuracy of − approx.07% or ± 0.JAVA stack" − "Instance availability" − "Instance logon availability" − "Logon-group availability" • 0HDVXUHPHQW 5HVROXWLRQ DQG $FFXUDF\ − The availability information is derived from a CCMS ping agent.and logon-group logon availabilities. IPI‰QYvT16G%Hc "!#%$'& ! 173 !5516361 89BAb$C%DE@817GH (0) c © SAP AG 2006 • $YDLODELOLW\ 7\SHV − "System availability . ±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. unplanned downtimes.• $YDLODELOLW\ )RUPDWV − "24h-Availability" − "24h-Availability. planned downtimes-adjusted" − additional output: Detected downtimes.

6HUYLFH /HYHO 5HSRUWLQJ 'HVLJQ DQG $SSURYDO RI 6HUYLFH /HYHO $JUHHPHQWV $YDLODELOLW\ 5HSRUWLQJ &HQWUDO 3HUIRUPDQFH +LVWRU\ 6/5 6HWXS 6/ 5HSRUWLQJ 3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV 6ROXWLRQ 5HSRUWLQJ © SAP AG SM100 9-26 .

QVHUW WKH PRQLWRULQJ REMHFWV LQWR WKH 6/5VHWXS XVLQJ WKH &&06 SDWK ƒ 0DLQWDLQ LQGLYLGXDO DOHUW WKUHVKROGV DQG RXWSXW IRUPDWV &3+ GDWD ZLOO EH FROOHFWHG DQG SUHIRUPDWWHG LQ WKH QH[W (:$ UXQ RI WKH VSHFLILHG VRXUFH V\VWHP V.GHQWLI\ &&06SDWK RI WKH UHTXLUHG PRQLWRULQJ REMHFWV ƒ .6/5 &3+ 6HWXS 6WHSV „ &RQILJXUH &3+ RQ WKH PRQLWRULQJ V\VWHP ƒ .GHQWLI\ 07(&ODVVHV RI WKH UHTXLUHG PRQLWRULQJ REMHFWV DQG DWWULEXWHV ƒ 2SWLRQDO &UHDWH D &3+ FROOHFWLRQ DQG UHRUJ VFKHPD ƒ $VVLJQ 07(&ODVVHV WR WKH FROOHFWLRQ DQG UHRUJ VFKHPD „ &XVWRPL]H 6/56HWXS ƒ 2SWLRQDO 'HILQH RXWSXW JURXSV ƒ .

Mandatory coding enhancements for ST-PI © SAP AG SM100 9-27 .SP 11. BB 63  6$3 1RWH  63  6$3 1RWH  The minimum requirements for the satellite systems and CEN (if used) are described in SAP Note 905594.Description of technical prerequisites for implementation of the CPHfunctionality in the SLR • SAP Note 899566 . Minimum basis release for satellite systems with own CPH or CENs: SAP_BASIS 620 SP17 Relevant Notes: • SAP Note 872569 .SP 01 • Software component ST-SER − 676(5 BB 63  − 676(5 BB 63  • Software component ST-PI (only UHOHYDQW LI Solution Manager LV XVHG DV Central Monitoring System (CEN)) − 673.Central FAQ Note for setup and operation of SL-Reporting and CPH • SAP Note 905594 . )LQDO SURFHVVLQJ RI WKH (:$ GDWD WDNHV SODFH GXULQJ QH[W 6/5 UXQ © SAP AG 2006 „ The new functionality is available as of Solution Manager 3. ST 400 . BB „ „ „ − 673.2 with the following Support Packages: • Software component ST 320 .

• Remote CPH using SAP Solution Manager as CEN − The Solution Manager Systems acts additionally as CEN. © SAP AG SM100 9-28 . − The CEN can be on any of the other satellite systems of the solution landscape. − The SAP Solution Manager retrieves CPH raw data directly from the satellite system. − The source system (satellite) reports its performance data to the SAP Solution Manager. − The SAP Solution Manager retrieves CPH raw data from the CEN. • Remote CPH − The source system (satellite) reports its performance data to a central monitoring system (CEN). − The CEN doesn’t need to be part of the solution landscape.7KUHH 0RQLWRULQJ 6FHQDULRV DF36‚8 1 DFG QY!2G'!'H2$cE b9#"8@$2d /RFDO &3+ 5)& lD‚5Ey"$ b9"#8£$%d 5HPRWH &3+ lDF36‚8 1 DFG QY!2G'!'H2$cE b9"#8£$%d Ab$%d…D28@$ I‰mVnb9"#%8x$2d lDF‚cEwy`$ b9#"8@$'d 5)& 5)& 5HPRWH &3+  6RO0DQ DV &(1 bDF36‚8 16DFG QS!cG!'Hc$cE b9"#8£$%d DF‚5Ey"$ b9#8£$%d 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.

3ULQFLSOH RI WKH &HQWUDO 3HUIRUPDQFH +LVWRU\ &3+.

'HILQLWLRQ LQ 7UDQVDFWLRQ 5=1  6FKHGXOH SHULRGLF FROOHFWLRQ DQG DJJUHJDWLRQ.

© SAP AG SM100 9-29 . MRE 0RQLWRULQJ 6HJPHQW &3+  'HILQH ZKLFK GDWD VKRXOG EH FROOHFWHG  'HILQH KRZ ORQJ DQ DJJUHJDWH LQ D FHUWDLQ UHVROXWLRQ VKRXOG EH VWRUHG © SAP AG 2006 „ With the central performance history (Transaction RZ23N) it is possible to periodically collect data from the monitoring segments and put them into a central database.

$FWLYDWH WKH &HQWUDO 3HUIRUPDQFH +LVWRU\ $FWLYDWH WKH &HQWUDO 3HUIRUPDQFH +LVWRU\ 5=1.

 7ULJJHU EDFNJURXQG MREV  +RZ ORQJ VKRXOG GDWD EH VWRUHG" +RZ VKRXOG GDWD EH DJJUHJDWHG" ! 'HILQH 5HRUJ 6FKHPHV  :KLFK GDWD VKRXOG EH VWRUHG" ! $VVLJQ 5HRUJ 6FKHPHV WR 07( FODVVHV  :KLFK GDWD VKRXOG EH SUHSDUHG  H[WUDFWHG" ! 'HILQH 5=1 UHSRUW  'LVSOD\ RU H[WUDFW GDWD SHULRGLFDOO\.

The CPH should only exist on a central monitoring system (that is. © SAP AG SM100 9-30 . ! 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. which is insufficient for many tasks. • By default. the system in which the monitoring architecture is configured). performance values are only stored in the Alert Monitor for up to 24 hours. 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). and can freely define the storage period and granularity. You can store performance values for selected attributes of any systems in the CPH.

For more details read SAP Note 872569. system indicators of a system can be included from the Solution Manager solution landscape. For this to happen.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 . and can be documented in table and graphical format in cyclical reports.6/ 5HSRUWLQJ ² . daily measurement readings are required for the desired indicator in the Central Performance History (CPH) of the CCMS.

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. • 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.'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. © SAP AG SM100 9-32 .

you can specify an arbitrary number of output groups and summarize up to 24 different attributes in one group. • %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 use this check to specify an arbitrary amount of output groups and their characteristics. The assignment of attributes to groups can be made in the next check ("Output Group Assignment"). To do so.'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. © SAP AG SM100 9-33 .

5HSRUW 2XWSXW IRU *URXSHG 2EMHFWV &XUUHQW 9DOXHV 6HUYLFH 5HSRUW ‘'’"“ ”`• –—’™˜s’i”s’`dse'’`fhg'“6i@• j—k 7DEOH IRUPDW RSWLRQDO.

8@!`81 #'8 1 y¥#a€£DFEby%‚5E E$5G8 PƒcA„81 do$Y€ E@!%do$ ( H5HuE£$cH2!"8 1 DuGB3 $ ) $537†cˆl!9 *UDSKLF IRUPDW RSWLRQDO.

where the single monitoring object can be compared in one table or graphic. The aggregation level is defined again on daily basis. © SAP AG 2006 „ „ This slide shows an example for “ Grouped Objects” . © SAP AG SM100 9-34 .

(UURU +DQGOLQJ (UURU +DQGOLQJ IRU 6/5 &3+ 6HUYLFH 5HSRUW ‘'’"“ ”`• –—’™˜s’i”s’`dse'’`fhg'“6i@• j—k „ (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: Check whether the EWA is available for the source system. „ Error No: 4 • Reason: The requested indicator is not known in the CPH (any more). © SAP AG SM100 9-35 . „ Error No: 3 • Reason: There is no Customizing for the Evaluation of the CPH for the source system. • Solution: Maintain the corresponding attribute in the Setup SLR. • Solution: Configure indicator in the CPH. „ Error No: 5 • Reason: CPH does not contain any performance data for the requested indicator. Indicator is taken into account in the next SL-report. Check if the CPH reporting is activated in the SLR setup for the source system. or the performance data are not available in the day explosion. • Solution: Check the CPH settings in the monitoring system. „ Error No: 2 • Reason: CPH was not read in the last EWA. • Solution: Maintain Customizing for the source system in the Setup SLR.

• Solution: Move the CPH to a monitoring system that has at least Basis 6. „ Error No: 7 • Reason: The Basis release of the monitoring system is lower than 6.20.20. • Solution: Message to SAP on component SV-SMG-MON-SLR.„ Error No: 6 • Reason: Function module is missing for the data collection. © SAP AG SM100 9-36 .

6HUYLFH /HYHO 5HSRUWLQJ 'HVLJQ DQG $SSURYDO RI 6HUYLFH /HYHO $JUHHPHQWV $YDLODELOLW\ 5HSRUWLQJ 6HWXS 6/ 5HSRUWLQJ 6ROXWLRQ 5HSRUWLQJ &HQWUDO 3HUIRUPDQFH +LVWRU\ 6/5 3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV © SAP AG SM100 9-37 .

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. you choose the systems you want to include. 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. the appropriate EWA Reports of these systems are analyzed in dependency of the SL report definition.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.

therefore one can choose the chapters for the Service Level Report.6HWXS ² 6HUYLFH /HYHO 5HSRUWLQJ 6HOHFW 5HSRUW &RQWHQW IURP WKH (DUO\:DWFK $OHUW p p p p p p p p p p p p 6\VWHP &RQILJXUDWLRQ 6\VWHP $YDLODELOLW\ .H\ 3HUIRUPDQFH .QYROYHG 3URJUDPV7UDQVDFWLRQV 7UDQVDFWLRQDO 5)& (UURUV 7UDQVSRUWV ( q VXD%8! ) !5163 !253 $srs1 8tu#8@!5G2&c!2Ew&vmw © SAP AG 2006 „ „ The listed chapters mainly taken from EarlyWatch Alert.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 . © SAP AG SM100 9-39 . If the functionality marked with * is not available follow note 540122.

6HWXS ² 6HUYLFH /HYHO 5HSRUWLQJ $GGLWLRQDO &XVWRPL]LQJ RI WKH 6/ 5HSRUWLQJ „ 6\VWHP $YDLODELOLW\ ZLWK GHWDLOHG WLPH WDEOH IRU DYDLODELOLW\ SODQQLQJ.

„ 6\VWHP 3HUIRUPDQFH 7KUHVKROGV $YHUDJH 'LDORJ 5HVSRQVH WLPH $YHUDJH '% 7LPH 'LDORJ

„ 6HOHFW %XVLQHVV 3URFHVVHV IRU DQDO\VLV ZLWK 5HVSRQVH 7LPH $QDO\VLV 8SGDWH (UURUV %: 4XHU\ $QDO\VLV DQG $OHUW /LPLWV IRU 'LDORJ 7UDQVDFWLRQV

„ 2WKHU YDOXHV SRVVLEOH LQ FRQMXQFWLRQ ZLWK %XVLQHVV 3URFHVV 0RQLWRULQJ

© SAP AG 2006

„ „

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.

© SAP AG

SM100

9-40

6HUYLFH /HYHO 5HSRUWLQJ ² &XVWRPL]LQJ RI .3, 7KUHVKROGV

© SAP AG 2006

„ „

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.

© SAP AG

SM100

9-41

6HUYLFH /HYHO 5HSRUWLQJ
'HVLJQ DQG $SSURYDO RI 6HUYLFH /HYHO $JUHHPHQWV $YDLODELOLW\ 5HSRUWLQJ &HQWUDO 3HUIRUPDQFH +LVWRU\ 6HWXS 6/ 5HSRUWLQJ 6ROXWLRQ 5HSRUWLQJ 6/5

3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV

© SAP AG

SM100

9-42

3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV

‘"y'’F€ F‚{"‹'‹5€ Šb|

xcyhzR{|"{5}£~¡€6|%B‚{2}@ƒ5€ „{†…%{"ƒ'{2‡ ˆ{c‰%Šu}x‹s~'‹YŒvŠu} vŽlŠ„22†{|

© SAP AG 2006

„

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.

„

© SAP AG

SM100

9-43

6/ 5HSRUWLQJ 2XWSXW ([DPSOH , 7KH .H\ 3HUIRUPDQFH ,QGLFDWRUV
„ Active Users, Average Availability per Week, DB Request Time in Update Task, DB Size, Last month DB Growth „ Avg. Dialog Response Time, Avg. Database Response Time

© SAP AG 2006

„

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

© SAP AG

SM100

9-44

6/ 5HSRUWLQJ 2XWSXW ([DPSOH ,, 7UDQVSRUWV

„ 7UDQVSRUWHG 7DEOHV

„ 7UDQVSRUWHG 3URJUDPV

„ 7UDQVSRUWHG 2EMHFWV

© SAP AG 2006

„

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.

© SAP AG

SM100

9-45

6$3 6ROXWLRQ 0DQDJHU ,QWHJUDWLRQ 6FHQDULRV 6HQGLQJ 6HUYLFH 5HSRUWV YLD (0DLO
6$3 6ROXWLRQ 0DQDJHU SURYLGHV D IXQFWLRQDOLW\ RI DXWRPDWLFDOO\ VHQGLQJ RI 6HUYLFH 5HSRUWV 7KLV LV HVSHFLDOO\ RI LQWHUHVW IRU (DUO\:DWFK $OHUW DQG 6HUYLFH /HYHO 5HSRUWV $XWRPDWLF 6HQGLQJ RI 6HUYLFH /HYHO 5HSRUWV 6HUYLFH /HYHO 5HSRUWV FDQ EH VHQW DXWRPDWLFDOO\ DIWHU JHQHUDWLRQ
„ )RUPDW &RPSUHVVHG +70/ &+0

„ 5HFHLYHU /LVW RI (0DLO$GGUHVVHV „ 6HOHFW IURP PHQX ³(GLW Æ $XWRPDWLF (0DLO 7UDQVPLVVLRQ´
£'¤"¥ ¦`§ ¨—¤R©%¤`ªr«%¥6¬7­ ‘"“l” ‘%g%d •–i• g'j‰—l˜¥js˜sk`’¥“

™™šF›5œ– i¢ Xž Ÿ¢¡

© SAP AG 2006

„

Instead of sending a report manually as described on the pages before, you can also send the reports automatically. The recipient list can be defined using the path specified above.

© SAP AG

SM100

9-46

6HUYLFH /HYHO 5HSRUWLQJ
'HVLJQ DQG $SSURYDO RI 6HUYLFH /HYHO $JUHHPHQWV $YDLODELOLW\ 5HSRUWLQJ &HQWUDO 3HUIRUPDQFH +LVWRU\ 6HWXS 6/ 5HSRUWLQJ 6/5

3RVW 3URFHVVLQJ RI 6HUYLFH /HYHO 5HSRUWV 6ROXWLRQ 5HSRUWLQJ

© SAP AG

SM100

9-47

1HZ ´6ROXWLRQ 5HSRUWLQJµ 7DE LQ 6ROXWLRQ 0DQDJHU 

• • • • • •

1HZ UHSRUWLQJ IXQFWLRQDOLW\

6HUYLFH 5HSRUWLQJ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 5HSRUWLQJ $YDLODELOLW\ 5HSRUWLQJ 6HUYLFH 'HVN 5HSRUWLQJ &KDQJH 5HTXHVW 0DQDJHPHQW 5HSRUWLQJ ,VVXH DQG 7RS ,VVXH 5HSRUWLQJ

1HZ WDE IRU DOO VROXWLRQ UHSRUWLQJ IXQFWLRQDOLW\ H[FHSW IRU (DUO\:DWFK DQG 6HUYLFH /HYHO 5HSRUWLQJ

© SAP AG 2006

„

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

© SAP AG

SM100

9-48

6ROXWLRQ 5HSRUWLQJ 7RROV „ 6HUYLFH 5HSRUWLQJ ƒ 6$3 (DUO\:DWFK $OHUW &RQWHQW ƒ 606< FRQWHQW 3URGXFW 'DWDEDVH &RPSRQHQWV 6\VWHP $WWULEXWHV.

„ $GPLQLVWUDWLRQ 5HSRUWLQJ ƒ &RQWHQW IRUP &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 6HVVLRQ WDVNV.

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

QIUDVWUXFWXUH ´c¤`Ãi¬@¥ ¸ µ ¤ ¥6Åp«'¥pÆ ¸ Ãri ¨ ¤ Ä ` Ç § ­s¬p«'¥ ¹‰¼4´ Ä'Ç ¾ £¬ ¸ ¬£§ ­r¬@§ ¨R©'¤s¨s«'¥7¶¥­ ´´uÊl£ CPH-BWContent Ë¥Ì ¤iÍÎÅ@±¥Ã—¨—¬@§ «Ãi­Pͳ§ ¬»¢£½ Ä £%«%µ ±–¬§ «%Ã³Ê ¸ à ¸rÏ ¤¥¥hÐ¥Ñ Ò © 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 4.0.QWHJUDWHG %. EWA-BIContent ´´uÊl£ Ãi¤iÍ £%¬ ¸ Ãs¶ ¸ ¥‡¶`È ¨—«%Ãi¬‡¤¥Ã—¬ 6\VWHP  º ½FÈ · u É%¸ ¬ ¸ ´´uÊl£ ´ ' Ä Ç È ¯ Ãi¬‡¤ Ï ¥ ¸ ¬§ «'Ã Ó µ ¤–Ô'§ Õ`µ ¤ É%¸ ¬ ¸ È ­r¤`µ ¤s¨–¬@§ «%à ®c¯ °¢±—¤`¥x§ ¤i­ ª`¥7¤s¶`¤—Å@§ פr¶ °¢±i¤¥¥£§ ¤i­ 6\VWHP Q º ½FÈ · u É%¸ ¬ ¸ « &&060RQLWRULQJ.6ROXWLRQ 5HSRUWLQJ $UFKLWHFWXUH 6\VWHP  º ½FÈ · u É%¸ ¬ ¸ 6ROXWLRQ 0DQDJHU 6\VWHP 6$3 6ROXWLRQ 0DQDJHU ´«'µ µ ¤s¨i¬‡¤s¶ ¬ ¨`»P¼ · ºu½u¾ ·`¸ ¥xµ ¹iº ¸ ‡ ¶ ¸ ¬¸ ’2Œ¿²Àˆl{5‰'ŠF}££‹ ²Pƒ%~c€6‡ ~uÁ2€7‡6€ @ ˆl{2‰%ŠF}@ €4|' ‚{5}@ƒc€ „`{……{ƒ%{c‡ ˆb{5‰%Š}ww€6|% ² 5u€ € Šu|%~5‡ ³ ‚b{c}@ƒc€ „`{†c~`~ ‚ {c}@ƒc€ „`{ b ˆl{c‰'ŠF}@€6|% º ½†Åp«'¥ · u ׫%ÃsÈ4½ ® ½ Ä « Í0Ö¬§ Ƴ¤ É h ¥4¤`ªh«'¥ ¬§ Ã Ï . 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 © SAP AG SM100 9-50 .

QWHOOLJHQFH %.Q 6$3 %XVLQHVV .(:$ 5HSRUWLQJ .

V DQG RWKHU LQIRUPDWLRQ DQG ZLOO FRPH WRJHWKHU ZLWK 6ROXWLRQ 0DQDJHU /DQGVFDSH 'DWD 606<. %HQHILWV „ &XVWRPHUV ZLWK VSHFLILF UHSRUWLQJ QHHGV RU LQWHUHVW RQ KLVWRU\ DQG GHWDLOHG DQDO\VLV „ 6$3 (DUO\:DWFK $OHUW GDWD ZKLFK SURYLGHV D ODUJH GDWD SRRO RI .3.

3. which is part of the Business Intelligence (BI) solution. IRU PRUH WKDQ RQH V\VWHP IRU VHYHUDO .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 %. © SAP AG SM100 9-51 . LQ %.

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

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

3.6HOHFWHG .QWHOOLJHQFH %.V IRU 6$3 %XVLQHVV .

3. 5HSRUWLQJ &ORVH WR  . © SAP AG SM100 9-54 . V\VWHP ‚b‹£{% òsç õ–í6Ü ¤ ëwüiê¡ø¨í hרç èÜÿ õ–ø Ûrê ü " ê ¨êè¡× êÜø¨íbús×Üù ×êè¡× ñ¥õ—ôuéÜõ–øÜרøÜü è êÜø¨# í hרç è¨ÿ õ—ø ‚b‹5yŽ~£~ órèרç èÖ ìrð Þ%ð áÜâ "Ý!òlÛ¥¤–ôuéÜè äu{2}@å@Šu} †~5|%„{ ñ1¤Úç7ç סø¨ü6¨lõiç7¦ù õ–ê¡í Ö ß% '&)(â ãYŠcF5‡ { ‚{5}@ƒ{c} ßr×¡ç £¡×¨ç—Ö ñ"òsó32 ò—ê Ùsÿ øÜÙÚâ ñò—ó0ósü6ÿ ù ÿ êü ÿ õÚø Þ2רôuõiç ö órü4ÿ ù ÿ wê ü6ÿ õ—ø ï2ß© ò–ê¡ç êÜô× ü רç òrç õÜþ4ÿ ù × ò—ê¡ç6ê¡ô×ü ×Üç !£Üê¨ÿ ù ê"–ÿ ù ÿ ü ö ó`é¨í–ê ü ×sç4ç õ—ç è ßs×¨ç £¨×¨çsáÜÿ è¡ü ߗöè¡ü רô  —ÿ ô5×ò—ç õÚþ ÿ ù × Ö ß% '&) (â  sç ê¡ø¡è¡êëü ÿ õiø¨öuÛ¥Ý áÜõÚê í ì¥ÿ è¡ü õ—ç öcõÚþ úr× èÚé¨õ—ø¡èס iÿ ô× è  õÚü ×wèê¨ø¨í r hרç èÜÿ õ–ø ß¥Ú ¤ éÚé¨õ—ç ü òiê말 ¦ êÙi× è ìrê¨ç íÚî2ê¨ç × Ö ï%ßsðñ"ò—órð Þ2סôuõ—ç öâ ÷rרç6øÚרù êøÚí úrרù סê è¡× ¨Xõiç4¦ ù õ–ê¡í$¡ö "éié–ù ÿ ë¡êwü4ÿ õiøFÞõií¢¤iù × Ö ñ"òsó52FÛ¥Ýsâ áÚõÚê í$¨  ö¡"é–éÚù ÿ ë¡ê ü ÿ õiø Þ2õÚí%Ú ¤ ù× ßsרù ×ë ü × ílÝ¥¡ ¤ è¨ÿ øÜ×èè òsç õië×wè¡è   ç êø¨è¨êë ü ÿ õ–ø¨è r ߗöè ü ×Üô0`ë ü6ÿ £Úÿ ü ö ï1£Ü×¨ç £–ÿ ×@î Þ5ÿ è èÚÿ øÜÙ$ øÜí–ÿ ë¡× è Ž~`@~2Á2~"‹'{ Ö ×¨Ø ÙÚØÜÛhÝ0Þ'ßsßià2áÜâ   ïfò–×Üç þ õ—ç6ô5ê¨øÜë× ¨Xê¡ÿ ü—ßiü ê ü6ÿ èü ÿ ëwè úr× èÚé¨õ—ø¡èס iÿ ô× è õÚþ¢ sç ê¡ø¡è¡êëü ÿ õiø¡è ÛhÝ¢û2ç õ¨î%ü4ý ÛhÝ0æ–ç ס×wèÜéÚêë× © SAP AG 2006 „ This slide gives an overview on different KPIs. and can therefore be transferred to the BI for further analysis.V ZLOO EH UHSRUWHG WR WKH %. which are available in the EWA.

6HUYLFH 5HSRUWLQJ &RQWHQW „ 3HULRG 6\VWHP DQG 5HSRUWLQJ 2XWSXW VHOHFWLRQ „ 606< 'DWD ƒ 3URGXFW &RPSRQHQWV 'DWDEDVH DQG UHOHDVH ƒ 606< 6\VWHP $WWULEXWHV „ (:$ 'DWD ƒ 6\VWHP 'DWD 0RGXOHV 8VHUV 6WDWLVWLFV 1RWHV 3DUDPHWHUV.

ƒ 6HUYHU 'DWD +DUGZDUH &38 8WLOL]DWLRQ 0HPRU\ 8WLOL]DWLRQ .

ƒ 3HUIRUPDQFH 'DWD 7RS 7UDQVDFWLRQV :RUNORDG 7LPH 3URILOH .

ƒ 'DWDEDVH 'DWD 7RS *URZLQJ 7DEOHV '% 6L]H DQG *URZWK «.

ƒ  „ 2WKHU 6HUYLFHV ƒ *RLQJ/LYH 6/ 5HSRUWLQJ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ .

© SAP AG SM100 9-55 . etc.) can be combined. © SAP AG 2006 „ In the Service Reporting data of Transaction SMSY and of EWA and other all services (like GoingLive. SL Reporting.

6HUYLFH 5HSRUWLQJ ² 5HVXOWV 'HWDLOHG VHOHFWLRQ HJ FRPSDUH LPSOHPHQWHG 6$3 QRWHV DQG V\VWHP SDUDPHWHUV (:$ 9LHZHU.

6HOHFWLRQ RI VHUYLFH GDWD $GG RU UHPRYH DQ\ VHUYLFH VHVVLRQ FRQWHQW 6ROXWLRQ 5HSRUWLQJ UHVXOW VFUHHQ )OH[LEOH OLVW GLVSOD\ $/9.

© 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. (. You can adjust the layout to your requirements. choose Export Table as Attachment. You can download the analysis to your local PC as an Excel file.

6HUYLFH 5HSRUWLQJ ² ([SRUWLQJ 5HVXOWV ([SRUW 7DEOH DV $WWDFKPHQW © SAP AG 2006 „ You can download the analysis to your local PC as an Excel file. © SAP AG SM100 9-57 .

3.V © SAP AG 2006 © SAP AG SM100 9-58 .7 DGPLQLVWUDWRUV D IDVW RYHUYLHZ UHJDUGLQJ FRPSRQHQW OHYHOV LPSOHPHQWHG QRWHV XVHUV DQG .6XPPDU\ 6HUYLFH 5HSRUWLQJ %HQHILWV %XVLQHVV 9DOXH%HQHILWV „ )OH[LEOH VHOHFWLRQ RI GDWD DOORZV WKH VXPPDU\ RI DOO UHOHYDQW VROXWLRQ V\VWHP DQG SURGXFW GDWD ZLWKLQ RQH OLVW „ 'RZQORDG WR 0LFURVRIW ([FHO DOORZV IDVW LQWHJUDWLRQ LQ VHOI GHILQHG 6HUYLFH /HYHO 5HSRUWV „ 'LVSOD\ RI VHOHFWHG GDWD LQ YDULDQWV DOORZ FOHDU LQIRUPDWLRQ IRU RWKHU XVHUV OLNH PDQDJHUV DQG VXSSRUW WHDP PHPEHUV „ $OORZV .

:KDW LV 6\VWHP $YDLODELOLW\ 5HSRUWLQJ" $YDLODELOLW\ 5HSRUWLQJ OHWV \RX FUHDWH VWDQGDUGL]HG FXVWRP UHSRUWV UHJDUGLQJ WKH DYDLODELOLW\ RI VROXWLRQV DQG V\VWHPV „ 7KHUH LV QR  DYDLODELOLW\ VROXWLRQ WR PHDVXUH WHFKQLFDO DQG IXQFWLRQDO „ 7KH UHVXOWV FDQ EH GLVSOD\HG LQ D OLVW YLHZ „ <RX FDQ VHOHFW DQG DXWRPDWLFDOO\ LQVHUW WKH WHFKQLFDO.

choose (GLW 6\VWHP $YDLODELOLW\ • You can add systems and maintain availability data for them. if you want to analyze the SAP EarlyWatch Alert availability data. independently of the EarlyWatch Alert reports. • 6\VWHP DYDLODELOLW\ PDLQWDLQHG E\ $GPLQLVWUDWRU If you want to analyze system availability data such as duration or reason for downtime. © SAP AG SM100 9-59 . 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. − Analysis of − Analysis period − Select analysis content • 6\VWHP DYDLODELOLW\ IURP (DUO\:DWFK The system availability data from SAP EarlyWatch Alert is analyzed. • Choose the parameters.

6XPPDU\ 6\VWHP $YDLODELOLW\ 5HSRUWLQJ %HQHILWV %XVLQHVV 9DOXH%HQHILWV „ )OH[LEOH VHOHFWLRQ RI GDWD DOORZV WKH VXPPDU\ RI DOO UHOHYDQW LQIRUPDWLRQ HJ SODQQHG GRZQWLPHV ZLWKLQ RQH OLVW „ 'RZQORDG WR 0LFURVRIW ([FHO DOORZV IDVW LQWHJUDWLRQ LQ VHOI GHILQHG 6HUYLFH /HYHO 5HSRUWV „ 6WDQGDUGL]HG GRFXPHQWDWLRQ RI DYDLODELOLW\ SUREOHPV DQG GRZQWLPHV © SAP AG 2006 © SAP AG SM100 9-60 .

&HQWUDO.

• The report selection screen appears. You can adjust the layout to your requirements. The analysis is presented in ALV grid format. © SAP AG SM100 9-61 . 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 . • Choose Solution 5HSRUWLQJ → 6\VWHP $GPLQLVWUDWLRQ in 2SHUDWLRQV „ Choose the parameters.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. • Analysis of • Analysis period • Select analysis content „ „ Perform the analysis. • Choose the 6\VWHP $GPLQLVWUDWLRQ 5HSRUWLQJ link.

6HUYLFH 'HVN 5HSRUWLQJ ² 7\SLFDO 4XHVWLRQV 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 PDQ\ ZHUH FRQYHUWHG LQWR KRZ PDQ\ FKDQJH UHTXHVWV" :KLFK LQFLGHQWV DUH LQ SURFHVVFRPSOHWHG " „ %\ VHUYLFH GHVN HPSOR\HHRUJDQL]DWLRQ © SAP AG 2006 © SAP AG SM100 9-62 .

&KDQJH 0DQDJHPHQW 5HSRUWLQJ ² 7\SLFDO 4XHVWLRQV 7\SLFDO 4XHVWLRQV WR EH DQVZHUHG E\ &KDQJH 5HTXHVW 0DQDJHPHQW 5HSRUWLQJ :KLFK FKDQJH UHTXHVWV DUH LQ SURFHVVFRPSOHWHG " „ %\ VWDWXV W\SH QH[W VWHSV  PDLQWHQDQFH ZLQGRZ +RZ ORQJ GR FKDQJH UHTXHVWV WDNH WR EH FRPSOHWHG" „ 3HU RUJDQL]DWLRQ XVHU W\SH VWHS :KLFK WUDQVSRUWV EHORQJ WR ZKLFK FKDQJH UHTXHVW DQG YLFH YHUVD" :KDW LV WKH FXUUHQW WUDQVSRUW VWDWXV LQ ZKLFK V\VWHP.

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

8QLW 6XPPDU\ <RX DUH QRZ DEOH WR „ 'HVFULEH PDLQ IXQFWLRQDOLWLHV RI WKH 6HUYLFH /HYHO 5HSRUWLQJ 6HVVLRQ LQ 6$3 6ROXWLRQ 0DQDJHU „ 6HWXS WKH 6/ 5HSRUWLQJ „ 'HVFULEH DQG XVH WKH 6ROXWLRQ 5HSRUWLQJ SRVVLELOLWLHV LQ 6$3 6ROXWLRQ 0DQDJHU „ &RPELQH 6/ 5HSRUWLQJ ZLWK IXQFWLRQDOLWLHV RI WKH &HQWUDO 3HUIRUPDQFH +LVWRU\ &3+.

© SAP AG 2006 © SAP AG SM100 9-64 .

QIRUPDWLRQ 6HOI 6WXG\ ² /HDUQLQJ 0DSV IRU 6$3 6ROXWLRQ 0DQDJHU VHUYLFHVDSFRPUNWVROPDQ )RU PRUH RQ &3+ DQG %.QWHJUDWLRQ RI &3+ GDWD LQWR WKH %XVLQHVV :DUHKRXVH³ 0RUH LQIRUPDWLRQ WKH &3+ VHUYLFHVDSFRPPRQLWRULQJ _ 0HGLD /LEUDU\ _ 'RFXPHQWDWLRQ _ ³&HQWUDO 3HUIRUPDQFH +LVWRU\ RI WKH 0RQLWRULQJ $UFKLWHFWXUH³ © SAP AG 2006 © SAP AG SM100 9-65 .$GGLWLRQDO . VHUYLFHVDSFRPPRQLWRQJ _ 0RQLWRULQJ LQ 'HWDLO _ ³.

© SAP AG SM100 9-66 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 10-1 .

2EMHFWLYHV ´6HUYLFH 'HOLYHU\µ $W WKH FRQFOXVLRQ RI WKLV XQLW \RX ZLOO EH DEOH WR „ 'HVFULEH DQG XVH WKH &HQWUDO 6\VWHP $GPLQLVWUDWLRQ &6$.

IXQFWLRQDOLW\ „ 2UGHU DQG PDQDJH 6$3 6HUYLFHV „ 'HVFULEH WKH 6LQJOH 3RLQW RI $FFHVV IXQFWLRQDOLWLHV © SAP AG 2006 © SAP AG SM100 10-2 .

60  6HUYLFH 'HOLYHU\ 2YHUYLHZ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV 6LQJOH 3RLQW RI $FFHVV © SAP AG SM100 10-3 .

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

0RQLWRULQJ ZLWK (DUO\:DWFK $OHUW (:$.

DQG (DUO\:DWFK 6DWHOOLWH 6\VWHP hCif‰ ‰ tnmdkq‡£lfk l €¥t˜j¥zA… †F‚ˆ‡§ldk`l x sŒŽ©‰ twsutwjk v3t˜mniqstsut“j¥znlqke| ifjqp    6$3 6ROXWLRQ 0DQDJHU ƒ v&imnt“p˜pA…†F‚a‡£lfk l ¥ h¥Š¥tnm‹…†U‚  t–Ž£ifv&k x y v&tnzAv{lqke| j%} lfofk`ifsAlnk6tdz y iqv~lnv&z k6i€d‚Rƒ „  6$3 6XSSRUW h¥Š¥t˜m“‹Œv3t˜ztv{ldk`tnzt… †F‚  t5Ž§iqv3k †%‡Uˆ †©‰¥ ‘“’3” ‰¥•t–R—•˜—d™feg x sŒŽ©‰ twsutwjk v3t˜mniqstsut“j¥znlqke| ifjqp ‡tw‰ |ewt˜vC€¥t˜v3“| m˜tp ‘ey iqv§t€’l˜sŒŽC‰etF…¥lnv{‰ “ †”lqk`mwŠ• hCifjkelnmnk¥h§o˜pqkridsutwv hCifjk`l˜mdk©h£owpqkrifst“vlnjz m˜vrt˜lqket€¥t“vY—|emntFƒ¥‰ l˜j &XVWRPHU  „ y ifv~l˜v3zAln‰ pfit| jumwlwpqti y | j%| k | ln‰qmwifjj%tnmnk | idjtlnj¥zttnwtwvr“ y iodv§~dt˜t“‹˜p 6$3 © SAP AG 2006 „ „ EWA reports are available in two report types: HTML version • Can be set up for automatic email [ transaction SOLUTION_MANAGER. „ Microsoft Word version © SAP AG SM100 10-5 . Refer to SAP Notes 458731 and 454042. IGS (Internet Graphics Service) must be available. select a Solution Landscape >> Edit >> Automatic Email Transmission ] • For the graphics feature.

6$3 6ROXWLRQ 0DQDJHU ² 1HZ 6HUYLFH 3URFHGXUH 2OG 3URFHGXUH ZLWKRXW 6$3 6ROXWLRQ 0DQDJHU.

p TU0©ib¦§c 0£BC¨aTRB¥rB "R¤£¦¥¨ˆDU¤£¡£0 4&{ ˜f™Cš ˜%›˜œ ˜ž Ÿ› ˜f “¡–¢`›˜£ ¤©¥¡—¢e¦£$›nœq˜f —¡–¢`›n£ W g 9t4&¤B%r¤ DU¤£¡¥0243 1HZ 3URFHGXUH ZLWK 6$3 6ROXWLRQ 0DQDJHU DW FXVWRPHU VLWH.

Using the SAP Solution Manager the control is moved to the customer side. Now the Solution Manager is scheduling and maintaining not just the EarlyWatch Alert sessions (EWA) but also all other service sessions. 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. p TR0©is¦§c 0CB©¨ TRB%rB ¤©¥¡—¢e¦£$›nœq˜f —¡–¢`›n£ g 9A43¤B&¤ DR¤£¡©043 W "$¤£¦©¨ TUB&B ˜f™Cš ˜%›˜œ ˜ž Ÿ› ˜f “¡–¢`›˜£ ˜%™Cš˜¦q§ ¥¢rž ¦d¨q©§ª˜¨wª“«˜›˜œ © SAP AG 2006 „ In the past EarlyWatch Alert sessions were scheduled and triggered from SAP side. „ © SAP AG SM100 10-6 .

6$3 6ROXWLRQ 0DQDJHU DV &ROODERUDWLRQ 3ODWIRUP 6$3 &XVWRPHU 6$3 &RQVXOWLQJ SAP Service Marketplace 6ROXWLRQ /DQGVFDSH .21 &&&.QRZ OHGJH ([SHUWV 6$3 6ROXWLRQ 0DQDJHU $SSOLFDWLRQ 0DQDJHPHQW 6HUYLFH LQIUDVWUXFWXUH 6833257  25*$1.6$7.

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

60  6HUYLFH 'HOLYHU\ 2YHUYLHZ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV 6LQJOH 3RLQW RI $FFHVV © SAP AG SM100 10-8 .

You can schedule recurring tasks according to individual needs. Activities are listed after they are performed. You can launch the required tools directly from the SAP Solution Manager. Related results can be documented. Overdue tasks are displayed in the graphical portrayal of the solution landscape. 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. „ „ „ „ © SAP AG SM100 10-9 .&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. including a detailed description of those tasks.

© 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.

QVWUXFWLRQV DQG 3HUIRUP 6HUYLFH 5HDG LQVWUXFWLRQV DQG SHUIRUP VHUYLFH © SAP AG 2006 „ Read the general instructions carefully and perform the checks. © SAP AG SM100 10-11 .5HDG .

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

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

6ROXWLRQ 0RQLWRULQJ ² $FFHVVLQJ WKH 7DVN /LVW .

© SAP AG SM100 10-14 . &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. With clicking on the icon you can access the task list.

6ROXWLRQ 0RQLWRULQJ ² $FFHVVLQJ WKH 7DVN /LVW .

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. © SAP AG SM100 10-15 . even without really analyzing something. It only checks if you have called the corresponding transaction at all. Of course there is no “real” verification if you have performed the task correctly. Each task disappears. once it is done.

© SAP AG SM100 10-16 .+DQGOLQJ 7DVNV p%¬ˆ"d&BC4&£5@¤bB ¦%B§c #%§ sY43BC¦¥¥B¥€ 0 ¦ gC¬„u ¤£4rv304Y'­3B§V WC¬ˆ"$¤%§vYc B©7E®¯©°± Q§¬„² v$¦¤©¤%©BC43#C³fib4€ r¤b§@©043%0'P'E¤£¦$e¦Pc 0§7 8C¬„‚£´   © 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.

7DVN /RJ %RRN   ¦#1&B%§Vi¢024€V¶ Ec 0§7£7§¤¥¨·B£H30 '¸B%Y BCc`c # µ ¢ µº¹ 0dHsBC¦b¤¦%r¤£4§@C04&£3¤´rPe¦Ec 0§7ˆ»©00 V µº¹ 0dHsBC¦bB£¨£¨ˆc 0£7¼»¥0 02VI0 '·'¸¤ ¦{s£HC£@bB%¶¨£¤¥{B§ec ¤©¨ ¨£¤%¥C456¡e0¦¸0©v$¡£4Y02»£c ¤©'¶ © SAP AG 2006 „ Using the task log book an operator can log the problems he has found. © SAP AG SM100 10-17 . This way you have a complete documentation of the tasks performed dependent on the configured frequency.

for example: • Group Description Action Action Type • Performance ST03N Transaction „ „ Tasks in the Task Master are now available for the individual system.) + 2. y3) Go to the bottom of the System tree to the check called ’User Defined Task Group’ to find your task(s). „ © SAP AG SM100 10-18 . 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.) Select the check ’User Defined Task Master’ and complete required information under the two tabs.&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.

Yearly Open Tasks and so on). you can define logical names for these views on the tab ’Logical User View Names’. If you do not define logical names.g. ’Monthly Performed Tasks. After maintaining your user defined views. for example.&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. To select the different views (SAP Standard Views or User Defined Views) and to display the assigned tasks of them. Select the tab ’User Views’. go to check ’Choose Administration and Monitoring Workarea’. ’User View 2’. ’User View 1’. 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. „ © SAP AG SM100 10-19 . then the standard names are used automatically.

&RPSOHWH 6HVVLRQ DQG /HDYH &RPSOHWH DOO RSHQ WDVNV DQG OHDYH © SAP AG 2006 „ For each system. © SAP AG SM100 10-20 . you can define the administrative tasks and their frequency.

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. © 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 6HVVLRQ 5HSRUW: The configuration of the Central System Administration is shown in a report.

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. © SAP AG SM100 10-22 .

60  6HUYLFH 'HOLYHU\ 2YHUYLHZ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV 6LQJOH 3RLQW RI $FFHVV © SAP AG SM100 10-23 .

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. With this function. and must be resolved.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.VVXH 0DQDJHPHQW LQ 6$3 6ROXWLRQ 0DQDJHU „ 7RS .VVXH &UHDWH 6HUYLFHV 5HSRUWLQJ 6HQG 7RS . You can trace the entire lifecycle of your LVVXHV and their solutions. „ © SAP AG SM100 10-24 .VVXH WR 6$3 © SAP AG 2006 „ . SAP support staff can coordinate the cooperation between you and SAP support..VVXH WUDFNLQJ is an interface between your support organization and SAP support. with this function.

VVXH 7UDFNLQJ 7RS ..VVXH 'HWDLOV $VVLJQ WDVNV WR LQWHUQDO HPSOR\HHV $VVLJQ LVVXHV DQG VHOI.

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

assign service sessions directly to solutions and projects. 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. You can order services directly from the SAP Service Catalog. You can create your own services locally. to your requirements. and display documents © SAP AG SM100 10-26 .

([SHUWLVH RQ 'HPDQG (R'.

„ ([SHUWLVH RQ 'HPDQG (R'.

„ „ The Expertise on Demand message number and the status appear in the issue list. with an ([SHUWLVH RQ 'HPDQG message. with 5HIUHVK. © SAP AG SM100 10-27 . you can answer it and return it to SAP. 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.B5&B(2'B  3UHUHTXLVLWHV • You have: − A &RQWLQJHQW &RQWUDFW 1XPEHU for the Expertise on Demand (EoD) request.. If SAP returns the message to you. • You can: − close the message with &RQILUP. − trace the further message processing in expert mode. − Created an issue. An Expertise on Demand (EoD) request is an OSS message in the component .

6HUYLFH 2UGHU &UHDWH /RFDO 6HUYLFH 2UGHU D 6HUYLFH YLD 6HUYLFH 0DUNHWSODFH &UHDWH /RFDO 6HUYLFH HJ 6HOI6HUYLFH.

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

in the SAP Service Marketplace. © SAP AG SM100 10-29 . The system goes to the catalog entry of the service. „ 5HVXOW • You have requested the service. • Choose 'HOLYHU\ RI 6$3 6HUYLFHV → 6HUYLFH 3ODQ LQ 2SHUDWLRQV • Choose the link to the service./LVW RI 6HUYLFHV ² 2UGHU YLD 6HUYLFH 0DUNHWSODFH © SAP AG 2006 „ 3URFHGXUH • Choose the transaction 62/87. • 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. or view and save it as an HTML document. you can create and save the service as a Word document. The selected service appears in the sessions overview. • Choose the date to perform the service. for which systems)./LVW RI 6HUYLFHV ² &UHDWH /RFDOO\ © SAP AG 2006 „ 3URFHGXUH • Choose the transaction SOLUTION_MANAGER. © SAP AG SM100 10-30 . „ Once you have processed the session. • Flag which services you want to create (and if necessary. • Choose the &UHDWH pushbutton.

60  6HUYLFH 'HOLYHU\ 2YHUYLHZ &HQWUDO 6\VWHP $GPLQLVWUDWLRQ 2UGHULQJ DQG 0DQDJLQJ 6HUYLFHV 6LQJOH 3RLQW RI $FFHVV © SAP AG SM100 10-31 .

com/access-support. The Solution Manager exchanges data about service connections and systems with the SAP Support Portal. so that SAP support staff can logon to your system. © SAP AG SM100 10-32 . using assistants.sap. The 6HUYLFH &RQQHFWLRQ 2YHUYLHZ function in your Solution Manager system corresponds to the function which you can call in the SAP Support Portal. You can open a service connection for a specified time.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. under http://service.

Connect URL Access. 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. SAP Solution Manager will enable you to administer remote connections. PC anywhere. HTTP.$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). 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. a link for Service Connections is displayed in the Operations Setup area of transaction Solution_Manager „ „ „ „ „ „ © SAP AG SM100 10-33 . R/3 Support. All existing service connection types are supported such as. All existing connections are migrated from OSS automatically.

You also see the status of the connections.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. change an existing connection. open a service connection or refuse access for selected system by using the relevant buttons. Multiple selection of connections and systems is supported for opening and closing. For example the highlighted system SAT has a connection of type R/3 Support. From this screen you can set up a new connection. „ © SAP AG SM100 10-34 . From here one can see system and service connections that have been setup.

Following screen appeared with default values. © SAP AG SM100 10-35 . A user only has to enter Service Connection Type by using the F4 to proceed to next step.'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.

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’. © SAP AG SM100 10-36 .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.

© 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. If required you can add additional internal SAP Routers.

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

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

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

© SAP AG SM100 10-41 .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. To avoid misunderstanding with SAP Support you may switch dates and times to the supporters time zone. Pushing ’Submit’ button will open the system immediately and the new status will be updated on ’Service Connection Overview’ screen.'HILQH 'HWDLOV .

8QLW 6XPPDU\ <RX DUH QRZ DEOH WR „ 'HVFULEH DQG XVH WKH &HQWUDO 6\VWHP $GPLQLVWUDWLRQ &6$.

IXQFWLRQDOLW\ „ 'HVFULEH WKH 6LQJOH 3RLQW RI $FFHVV IXQFWLRQDOLWLHV „ 2UGHU DQG PDQDJH 6$3 6HUYLFHV © SAP AG 2006 © SAP AG SM100 10-42 .

$GGLWLRQDO .QIRUPDWLRQ 0RUH LQIRUPDWLRQ WKH DYDLODEOH 6$3 VHUYLFHV VHUYLFHVDSFRPVHUYLFHFDWDORJ VHUYLFHVDSFRP VROXWLRQPDQDJHU Æ 2SHUDWLRQV DQG 6HUYLFHV © SAP AG 2006 © SAP AG SM100 10-43 .

© SAP AG SM100 10-44 .

8QLW  &RXUVH &RQWHQW — — — — — — — — uR4&¤%vrB¥%¤ ¦£ $p¥!¥9q0dH§4r¥¤shtS¥¤C4&S ¤i ¦£  g§!"U0dceHY 02¦E(¢B£¦©B¥7£¤C4$hAS¤£43S  ¤i ¦£  W§!"R¤¥XY`¦©7aH¡b"U0dceHY 0¦ f¥BC¦C¨CC%B§¡¤% ¦£ £Q!"R¤C4&S %¤ETU¤%§V ¦£  8§!¥9A@©B£¦C7£¤EDF¤G2H©¤%% (IBC¦¥B¥7C¤©'P¤C¦ ¦£  §!"$#%©&¤¥')(102¦§ 30 456¦©7  ¢¡£¡¥¤§¦©¨ ¤ — — — — — ¦C §… !"U0dceHY 0¦E(IBC¦©B¥7£¤£4UTq B£7 ¦©0§%€ % ¦C § !£‚B£4€c #Iƒ„B¥&C@1 ¢c ¤£4r ¦C §y !"R¤£4rS  %¤Pf¤%S©¤§c1H ¦©¨E"U0c`H€ 0d¦ DU¤£¡¥024&€e¦©7 ¦C dp%w£!"R¤£4rS§ ¤ETU¤£ce SC¤C4&# ¦C dpCp!£xH%§6¦¤%©EuR430§¤%¥ (I0¦§ 3045`¦©7 © SAP AG 2006 © SAP AG SM100 11-1 .

QWHJUDWLRQ DQG $XWRPDWLRQ FRQFHSW $IWHU FRPSOHWLQJ WKLV OHVVRQ \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 11-2 ./HVVRQ 2EMHFWLYHV „ 8VH WKH EDVLF SURFHGXUHV WR VHW XS %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU „ 8QGHUVWDQG WKH PHDQLQJ RI %XVLQHVV 3URFHVV 0RQLWRULQJ DV SDUW RI D %XVLQHVV .

6$3 6ROXWLRQ 0DQDJHU  %XVLQHVV 3URFHVV 0RQLWRULQJ 3URFHVV %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU $SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW 2YHUYLHZ © SAP AG SM100 11-3 .

8QLW 2EMHFWLYHV „ *LYH DQ 2YHUYLHZ DERXW %XVLQHVV 3URFHVV 0RQLWRULQJ $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 11-4 .

. E-learning mgmt. Test management Best Practices for messaging Integration of 3rdparty help desks &KDQJH 5HTXHVW 0DQDJHPHQW 5RRW &DXVH $QDO\VLV 'HOLYHU\ RI 6$3 6HUYLFHV † † † † † † Follows ITIL standards Maintenance processes † † Onsite/remote delivery Issue Management Performance measurement Log files and dumps Traces Technical configuration management © SAP AG 2006 © SAP AG SM100 11-5 .PSOHPHQWDWLRQ RI 6$3 VROXWLRQV 6$3 6ROXWLRQ 0DQDJHU 6FHQDULRV ² 6ROXWLRQ 0RQLWRULQJ %XVLQHVV 3URFHVV 0RQLWRULQJ 6ROXWLRQ 0RQLWRULQJ † † † † † † † † † † † SAP methods & tools Global rollout Customizing sync. Test management 8SJUDGH RI 6$3 VROXWLRQV %86.1(66 352&(66(6 &25( System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch Alert 6HUYLFH 'HVN † † † † † SAP methods & tools E-learning mgmt.

as well the trend of the long term behavior of the solution. Early Watch Alert (EWA) and Service Level Reporting (SLR) provide reporting functionality on a weekly (for SLR also on a monthly) basis covering the entire solution. the fulfillment of Service Level Agreements can be monitored. providing both guidelines for the daily administration tasks as well as the history of observed system behavior for long term trend analysis of the system behavior. providing timely alerts if the operation of the solution (Business processes or systems) has been disrupted.6ROXWLRQ 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU (DUO\ :DWFK $OHUW DQG 6HUYLFH /HYHO 5HSRUWLQJ „ :HHNO\ HYDOXDWLRQ RI V\VWHP VWDWXV DQG SHUIRUPDQFH „ :HHNO\ RU PRQWKO\ UHSRUWLQJ RQ 6/$V IRU WKH LQYROYHG V\VWHPV DQG EXVLQHVV SURFHVVHV „ 7HFKQLFDO UHDOWLPH PRQLWRULQJ RI V\VWHP FRPSRQHQWV EDVHG RQ WKH &&06 LQIUDVWUXFWXUH „ 6\VWHPUHODWHG WDVNV ZLWK LQWHJUDWHG DQG DXWRPDWHG ORJ „ 5HDOWLPH PRQLWRULQJ RI EXVLQHVV SURFHVVHV EDVHG RQ WKH &&06 LQIUDVWUXFWXUH „ &RYHUV DOO WHFKQLFDO DQG EXVLQHVV DSSOLFDWLRQ VSHFLILF IXQFWLRQV UHTXLUHG IRU D VPRRWK DQG UHOLDEOH IORZ RI EXVLQHVV SURFHVVHV 6\VWHP 0RQLWRULQJ DQG $GPLQLVWUDWLRQ %XVLQHVV 3URFHVV DQG . both for Alert Monitoring (“Keep the business running” monitoring) and Reporting (Continuous improvement). System Administration provides task alerting and task log book for system administrators. This way. System Monitoring and Business Process Monitoring provide Alert Monitoring functionalities.QWHUIDFH 0RQLWRULQJ © SAP AG 2006 „ „ SAP Solution Manager provides functionality for Solution Monitoring. „ „ © SAP AG SM100 11-6 .

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

%XVLQHVV 3URFHVV 0RQLWRULQJ ZLWK 6$3 6ROXWLRQ 0DQDJHU 6DWHOOLWH 6\VWHP %30RQ LQ 6$3 6ROXWLRQ 0DQDJHU 6$3 6XSSRUW ‰ j”r r y”Šmp”ƒ¥w”p w ‡€z~w”o™xˆ y{zvUjxo™u pejxz`u o™lqƒ¥w”p w …Cotw”r •x–5y2w”ok|U—tu ˜ †gz‚j™Žtr y{  ‡{jtjxr Œm…Cr y€z‚pxƒu {}er w€•m ‡€zXu ltlgy{zC™Fjxz~„xˆ r ješ ‰ smxp ” Œ ‰‹ y”Š{„2…Cr y{z‚p  ‰ zry{wxpey2qs{}t}j”z‚p vUy€{mwmlgy q y{ok| % qs{}t}%jxz~ptvRy€{{w”lky${u w qs{}t}j”z‚ptƒCy5”„Up jUqt…§†  ‰g‹ y”Š€„Rq%sm}™}j™zXpxvUy€{mwmlgy  › R}er y{’y€okp ‘©y”ŠmjxF’y€og|xw”p u j™o™ qe…£†Œ ‰‹ ymŠ€„d…Cr y{zXpxw”ok| ‰ j™oeˆ u lgsxzXw”p u j”ox qj”r my$†ezrj”Žtr y€$  u xy2‘©y”ŠmjxF’y€oe“ |xwxp u j”o ‰ smxp ” Œ ‰ r j”xy$q%sm}™}%jxzXp vUy€{mwmlgy ikjmlnj”opejUqj”r stp u j™o vdwxo”wmlgy{z ‡ˆR‰ ‡©¥‘ ’”“3• ¥–t—R˜–™˜edgfh ‰ j™otp w™Š”p ‰ s”xpejx’y{z   6$3 œ x5ž Ÿ§ ¢¡£Y¤€¡€¥ m¦§ ¨Y©€ª2§ «2¬m­®R¬t€ž ¤”¥ § {«¯  Y«m ¢°™©€± ²€ €¤m¥ m¦ 5¥ § £€ ¢ž ž ³ª€”«x©¥´{³¥ m{ž € µ ¤€¡5¥ ¶€Ÿ ¥  ´x©Cª”€«x©©´€³£€¤5¡€¥ {¦d©€± ¬”­%®PŸ§¥  ´x©£ª€”«”©©´€³¬m­® © SAP AG 2006 &XVWRPHU © SAP AG SM100 11-8 .

8QLW 6XPPDU\ „ *LYH DQ 2YHUYLHZ DERXW %XVLQHVV 3URFHVV 0RQLWRULQJ $IWHU FRPSOHWLQJ WKLV XQLW \RX VKRXOG QRZ EH DEOH WR © SAP AG 2006 © SAP AG SM100 11-9 .

6$3 6ROXWLRQ 0DQDJHU  %XVLQHVV 3URFHVV 0RQLWRULQJ 2YHUYLHZ %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU $SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW © SAP AG SM100 11-10 .

© SAP AG SM100 11-11 .8QLW 2EMHFWLYHV „ ([SODLQ WKH SURFHGXUH ZKHQ VHWWLQJ XS D %XVLQHVV 3URFHVV 0RQLWRULQJ FRQFHSW $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 „ The setup of a Business Process Monitoring concept is independent of the tools that will be used for monitoring.

© SAP AG SM100 11-12 ..QLWLDO &XVWRPHU 6LWXDWLRQ &XVWRPHU 6XSSOLHU +HDGTXDUWHU 3URGXFWLRQ ·©¸£¹ ·©¸£¹ ·¥¸ ¹ ·C¸£¹ ·¥¸£¹ ·©¸§¹ 'LVWULEXWRU ·¥¸§¹ :DUHKRXVH 6XEFRQWUDFWRUV © SAP AG 2006 „ If a problem occurs in a complex solution landscape it is often unclear what impact the problem has on the core business processes.

a business process oriented monitoring has to be established. 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. KDYH WR PRQLWRU" :KDW QHHGV WR EH PRQLWRUHG" :KRP GR .4XHVWLRQV &RQFHUQLQJ %XVLQHVV 3URFHVV 0RQLWRULQJ +RZ RIWHQ GR . FDQµW VROYH WKH SUREOHP" :KDW GR . GR ZLWK D SUREOHP" +RZ GR . PRQLWRU" :KDW GRHV D SUREOHP PHDQ IRU WKH EXVLQHVV SURFHVV VWHS" :KHQ DQG WR ZKRP GR . © SAP AG SM100 11-13 . FRQWDFW LI .

6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ %XVLQHVV 3URFHVV $QDO\VLV %XVLQHVV 3URFHVV 0RQLWRULQJ © SAP AG 2006 © SAP AG SM100 11-14 .

.QLWLDO 6LWXDWLRQ %XVLQHVV 3URFHVV 2ZQHUV %XVLQHVV $SSOLFDWLRQ 6XSSRUW EHIRUH *R/LYH .7 'HSDUWPHQW 7HFKQLFDO 6XSSRUW 6\VWHPV DQG %DVLVP\6$3 7HFKQRORJ\.PSOHPHQWDWLRQ 'HSDUWPHQWV 3URMHFW 7HDP $SSOLFDWLRQ 6XSSRUW DIWHU *R/LYH" .

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 . Hence. time critical paths in the business process „ This way. 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 . This team normally knows about the business process. they are able to ensure that by using the technical resources of the IT department the functional requirements of the Business Departments are met. interdependencies) • business process flow across the different system components. variants. volumes to be processed) • background jobs (reports. the . the technical details and dependencies like • interface techniques (IDoc types. © SAP AG 2006 „ The .PSOHPHQWDWLRQ 3URMHFW 7HDP serves as a link between the Business Department and the IT Department. RFC queues.PSOHPHQWDWLRQ 3URMHFW 7HDP usually provides the Application Support before the GoLive of a new software.

H\ 8VHUV • %XVLQHVV 3URFHVV 2ZQHUV 7HFKQLFDO 6XSSRUW .&XVWRPHU 2UJDQL]DWLRQ ZLWK 5HOHYDQW 5ROHV &XVWRPHU 2UJDQL]DWLRQ 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ %XVLQHVV 'HSDUWPHQWV • (QG 8VHUV • .7 'HSDUWPHQW.

%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. • 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 • º{» /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. Counterpart of and contact person for the Business Process Owner. 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. © SAP AG SM100 11-16 . „ „ %XVLQHVV 3URFHVV &KDPSLRQ • Person in the Solution Support Organization responsible for the support and the technical flow of a business process.

7 'HSDUWPHQW.$SSOLFDWLRQ 6XSSRUW 5ROH „ %XVLQHVV 3URFHVV 0DQDJHPHQW DQG 0RQLWRULQJ Solution Support Organization Business Process 1 Business Process Champion Business Process 2 Business Process Champion Business Process 3 Business Process Champion Business Process 4 Business Process Champion Software Change Management ¼`½ ½ ¾ ¿ À Á  ¿ Ã Ä‚Å Æ ½ ½ Ã Ç Â User Help Desk „ 'HGLFDWHG WHDP LQ WKH FXVWRPHU¶V 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ ZLWK VLJQLILFDQW DSSOLFDWLRQ NQRZKRZ PLJKW EH DOVR D GLYLVLRQ RI WKH .

Frontends) 5HVSRQVLELOLWLHV „ %XVLQHVV 3URFHVV 0RQLWRULQJ LQFOXGLQJ WKH PRQLWRULQJ RI ƒ 3HUIRUPDQFH EDFNJURXQG MREV HUURU ORJV „ 3URJUDP 6FKHGXOLQJ 0DQDJHPHQW „ .QWHUIDFH 0RQLWRULQJ IURP D IXQFWLRQDO YLHZSRLQW. OS. Basis/mySAP Technology Support Systems Support (HW. Network. DB.

„ È É /HYHO 6XSSRUW © SAP AG 2006 © SAP AG SM100 11-17 .

%XVLQHVV 3URFHVV $QDO\VLV %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ %XVLQHVV 3URFHVV $QDO\VLV %XVLQHVV 3URFHVV 0RQLWRULQJ © SAP AG 2006 © SAP AG SM100 11-18 .

what technical details are associated to the business processes and what business requirements concerning the execution of the business processes exist. © SAP AG SM100 11-19 ..QLWLDO 6LWXDWLRQ &XVWRPHU 6XSSOLHU +HDGTXDUWHU 3URGXFWLRQ ·©¸£¹ ·©¸£¹ ·¥¸ ¹ ·C¸£¹ ·¥¸£¹ ·©¸§¹ 'LVWULEXWRU ·¥¸§¹ :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.

batch determination etc.QIRUPDWLRQ ÊqȨ̈ÍeΩÏÌÌÑÐRÒ3Ó§Ô%Ï¥Ì%Ì Õ Business Process Owner Õ Process availability ÊqȨ̈ÍeΩÏÌÌÑÐRÒ3Ó§Ô%Ï¥Ì%ÌsÖR×rÏ£Ø Õ Volume information Õ Business requirements (time restrictions) Õ Interfaces Õ Technical Details $SSOLFDWLRQVSHFLILF . you can ensure that every necessary aspect of the support is covered and that you don‘t waste your efforts doing support tasks that are not required. So when noting down the structure of the business process the intend is to document it in a way that the application flow is understandable and that the documentation helps you to identify the points where a business process might break down. © SAP AG 2006 „ The business processes of a company should determine how the involved systems should be supported.QIRUPDWLRQ ÊËÌ£Í`ΩÏÌ¥ÌPÐ$Ò¢Ó£Ô%ÏÌ¥Ì Õ Usage of critical functions ÊËÌ£Í`ΩÏÌ¥ÌPÐ$Ò¢Ó£Ô%ÏÌ¥ÌbÖR×rÏ£Ø Õ Typical interfaces such as tax software.%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 *HQHULF . This way. WMS Õ external Specific functions such as rush orders such as variant configuration. © SAP AG SM100 11-20 .

for the US and Canada. average number of line items per document) • Time restrictions. the sales order that was created on the CRM system is sent via an IDOC interface to the SAP R/3 system. There a respective sales order is created during the business process step “Create Sales Order”. © SAP AG SM100 11-21 .g. Normally. 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.%XVLQHVV 3URFHVV $QDO\VLV ([DPSOH è äé ÙdÚ`ÛtÜxÝ~ÛÞ¥Ügß Û™àná’Ú É ÛÚ ÖâãÐåä$æ~ç ÙdÚ`ÛtܙÝ6ÛÞ©Üß Û™àná’Ú É ÛgÚ ï ûxü™ý€ñkò{ò5ö€þr÷‚ômñeöYþ‚ú ÙdÚ`ÛtÜxÝ~ÛëêÛß ì ítÛÚ î ï ð5ñgò5ógôxõ3ö¢ð5÷rô™ø¢ö3ù&ú Ý "¡¡ É à   àe à #xÛ ÿ ¡gà™! ï ôtø¢% ö $'&mú Ù2Ú6ۙܙÝ~Û’Ü É¢ÿ Úrì Ý í ¡©È ì £™Û È   ¢ ï û€¥ ô ¤¢ö&È ð”¥ ü ¦€þr÷&¨ ô §Yö&ù&ú © 8¢9 £# é¢Ö ÿ ÛÚ¡¥Ú ÿ ì £tì Þ¥Û É¢ÿ ì £ Ù¡ 3È ì ÚÜxÝ3ì ¡ È È È Create Sales Order ÿ Ú(¡)£xÛtàtàqÞ¥Ý6Û1032©Û546#gì Ú`Û É7  ¡¥ÚÜxÝ3ì ¡ È È Û ”Ý3ì ¡ È @ ¡ É Û™à • 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.. using either dialog transaction VA01 or program RBDAPP01 as a background job. In our example. Vertex) • Interface to external credit card software î %ì ”Üß   ~Ý ÛÚXÜ5£™Û™à È A 0 £ ©Û nÜÚB{à 2 ¢ © SAP AG 2006 „ „ For each business process step you need to gather the generic and application specific information.

%XVLQHVV 3URFHVV 0RQLWRULQJ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ %XVLQHVV 3URFHVV $QDO\VLV %XVLQHVV 3URFHVV 0RQLWRULQJ © SAP AG 2006 © SAP AG SM100 11-22 .

%XVLQHVV 3URFHVV 0RQLWRULQJ 6FRSH %XVLQHVV 3URFHVV 0RQLWRULQJ LQFOXGHV WKH VROXWLRQZLGH REVHUYDWLRQ RI „ %XVLQHVV DSSOLFDWLRQ ORJV HJ DSSOLFDWLRQ ORJ GXH OLVW ORJ HWF.

„ .QGLFDWRUV SHUIRUPDQFH WKURXJKSXW.H\ 3HUIRUPDQFH .

„ 3URJUDP VFKHGXOLQJ PDQDJHPHQW $EODXIVWHXHUXQJ .

„ 5HTXLUHG SHULRGLF PRQLWRULQJ WDVNV „ 7HFKQLFDO LQIUDVWUXFWXUH DQG FRPSRQHQWV ZKLFK DUH UHTXLUHG WR UXQ WKH EXVLQHVV SURFHVVHV „ 'DWD WUDQVIHU YLD LQWHUIDFHV EHWZHHQ VRIWZDUH FRPSRQHQWV „ %XVLQHVV SURFHVV FRPSOHWLRQ %XVLQHVV 3URFHVV 0RQLWRULQJ FRPSULVHV „ 7LJKW LQWHJUDWLRQ LQWR WKH FXVWRPHU¶V VROXWLRQ VXSSRUW RUJDQL]DWLRQ © SAP AG 2006 „ 3UHFLVH GHILQLWLRQ RI FRQWDFW SHUVRQV DQG HVFDODWLRQ SDWKV „ 'HWDLOHG SURFHGXUHV IRU HUURU KDQGOLQJ DQG SUREOHP UHVROXWLRQ „ The SAP Solution Manager is a tool to realize a Business Process Monitoring concept. © SAP AG SM100 11-23 .

6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ ÊËÌ ÍeΩÏ%ÌÌPÐRÒ&Ó§ÔÏÌÌÏ¥Ì ©FE!G" × HUÏP Ï I©Ì ×&ÓaÊRÏEéIÓdÎ§Í ×3Ó2Ò&Ï!IRQ éIÓ2Î£Í ×&ÓÒ5Í`Î6C âtÔ×YÍ D§Í ×¢Í ÏÌ Application Support 0 0 S  T ¡  %ß ì £xܙÝ3ì ¡ È Y 0 8 Ü Ý6Û Éx ڂÚV¡©Úeà Background Job Monitoring U ¢£ V¡6# W ¡!X  Ü tà Ú È É Basis Monitoring   `¡1£ ê ™à Interface Monitoring © SAP AG 2006 „ The goal of Business Process Monitoring is the definition of the monitoring activities that are necessary to support the business process. 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. © SAP AG SM100 11-24 .

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.%XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW 3KDVHV RI D 6RIWZDUH .PSOHPHQWDWLRQ 3URMHFW Ö$×Y҄G%×rÏ6C2Í Ô …§% ÒG s  Ï †bÓ2҂‡ r ‘d CÏCÔPE§Î Í Ô)Gx ˆ£Ï¥ÔE§ÎCÍeÔ)G`x¢G Î6I  Øϣ҄G¥×€Í ÓdÎÌ G£Î6I‰c`Î¥×rÏ!CÒqG%×YÍ ÓdÎ r$Ï%ÌÍ CÎ cs  Ø x Ï s ϣΥ×fG%×YÍ Ó2Î ˆ c s x s è Ë×3Ó ¥ÏCÒ CÎ Ö$× £Ò3× ÓPd ÐdÒ¢Ó dË©Ô%×¢Í Ó2Î PD G PI fG `I  Øϣ҄G¥×YÍ ÓdÎÌ £Î è ÓdÎ×YÍ`Χ˩ÓdËÌ c s اÒ3ÓPD©Ï s ϧÎ× G 6I RÏ ¢ÍeÎCÏwG£ÎPI è Ò&ϑG%×rÏ GÑé¢Ó2Î£Í ×3Ó2ҀÍe6 ÎC è Ó2Î¥ÔÏ£Ø× Ö2×rÏ£Øba c I£Ï£Î¥×YÍ dfe ÔÓÒ3Ï gCËÌ Í6ÎÏ%Ì¥Ì ØCÒ¢Ó£Ô%Ï¥ÌÌ¥Ï¥Ì Ö2×&ÏCØih c I£Ï£Î¥×YÍ dfe اÒ&Ó£Ô%Ï¥ÌÌ Ì×rϣإp Ì G£Î6I ÍeÎׂϧB Ò dqG¥ÔÏ%Ì Ø Ï Ï Î× ' × EÏ éIÓÎ§Í ×3ÓҀÍ6Î6C è Ó2Î¥ÔÏ£Ø× Ö ×fG£Òr× $ éIÓÎ§Í ×3ÓҀÍ6Î6C Öd×&ÏCØwv rU Ï d€ÍeΩÏ1ϣҀÒ3Ó2Ò E!GCP Î IyxeÍ`` Î CaØCҀÓ`€ Ô%! Ï I˧Ò3Ï%i Ì G§6 ÎI Ï%Ì© Ô Gx G%×YÍ ÓdÎ Ø G‚ ! × E¥Ì è E‘G£P Î C£Ï é G£Î!G‘C£Ï s ϧÎ× ’ ÍeÎEé1ÓÎ§Í ×¢ÓÒ5ÍeÎPC Ö$×rÏ£Øiƒ rU) Ï dYÍeÎ©Ï s ÓÎ§Í ×¢ÓÒ5ÍeÎPC G¥Ô×YÍ D£Í ×¢Í Ï%Ì Ö$×rÏ£Øsç rR) Ï dYÍ`Î¥Ï s Ó2ÎCÍ ×3Ó2ÒYÍeÎ`C Ó g¢urÏCÔ×‚Ì t 6WHSV WR 'HILQH DQG &UHDWH D %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW © SAP AG 2006 „ Ideally. This way. the Business Process Monitoring should be developed before the productive operation of the business process starts. © SAP AG SM100 11-25 .

all trucks have to leave the plant by 16:00 to ensure next day delivery. telesales)? • Are there any time constraints for the business process or steps of the business process? E. therefore ’Print Invoice’ has to be completed by 15:00. • What happens if the process dumps and needs to be restarted? Can it be restarted without further actions? © SAP AG SM100 11-26 .6WHS  .g. Further questions are: • What is the business process supposed to do? • Are there any business processes that are interlocked with this business process. 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. e.g. • 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.g.GHQWLI\ &RUH %XVLQHVV 3URFHVVHV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement ʒȨ̈ÍeÎCÏ%ÌÌÑÐRÒ3Ó§Ô%Ï¥Ì%Ì¥ÏÌ 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 „ 3URFHVV WLPH FRQVWUDLQWV „ 'RFXPHQW YROXPH WR EH SURFHVVHG „ 3URFHVV UHVWDUW DELOLW\ m%j%n “f” • – — •q˜V–™ • d%e„” f •” gfh%i5jBk l “” • t –€ — •q ‚ v ˜V w w– { ™ ƒ• | d% y v e„ { ƒ ”  f •” …‡ d — ’ft ‡ y }‡ { f ” • dq  †d d “ • “f” • – — •q– „ f‚…p” q „ — t € y ‰ † „{ u r  ‡( Š ƒ q ˆ| y • ‹ { ~  “ft ” u • v – w —x •q y z op { u • | ™y q r} { •~ ” s Œ¢ng …•” Ž ‡(” 5…Vq ˆ q „ ‘ ˜(• „ f'…q ˆ  “p‡„ Ž q ” %– — q ‡„ © 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. 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.

QWHUQHW 6DOHV Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 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 è äé ÙdÚ`ÛtܙÝ6ÛÞ¥Ü%ß Û™àná’Ú É ÛgÚ ÖdâtÐåä$æ~ç ÙdÚ`ÛtܙÝ6ÛÞ©Üß Û™àná’Ú É ÛÚ ï ûxü™ý€ñeòmò5ö€þr÷‚ômñeö¢þrú ÙdÚ`ÛtܙÝ6ÛëêÛß ì ítÛÚ î ï ð€ñgò5ógôxõ3ö3ð5÷&ô™ø¢ö&ù&ú Ý R¡)¡ É à   àt à #™Û ÿ ¡gà™! ï ôtø¢% ö $'&mú ÙdÚ`ÛtÜxÝ~Û’Ü ÉIÿ ÚXì Ý í ¡¥È ì £™Û È    ï û€¥ ô ¤¢ö3È ð”– ü ¦€þr÷& ô §¢ö&ù&ú © é¢Ö ÿ ÛÚ¡¥Ú ÿ ì £tì Þ¥Û ¢ É ÿ ì £1 Ùt¡ 3È ì ÚÜxÝ3ì ¡ È È È5 'HWHUPLQH IRU HDFK EXVLQHVV SURFHVV VWHS „ 3URFHVV VWHS WLPH FRQVWUDLQWV „ 'HSHQGHQFLHV RQ RWKHU SURFHVV VWHSV „ 5HODWHG LQWHUIDFHV © SAP AG 2006 „ ([HFXWLRQ PRGH GLDORJ WUDQVDFWLRQ SURJUDP RU UHSRUW HWF.GHQWLI\ 3URFHVV 6WHSV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement %XVLQHVV 3URFHVV ([DPSOH .6WHS D .

concerning in what way the process step will be realized in the solution. © SAP AG SM100 11-27 . 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.

GHQWLI\ .QWHUIDFHV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement %XVLQHVV 3URFHVV ([DPSOH . HWF.QWHUQHW 6DOHV Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 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 è äé ÙdÚ`ÛtܙÝ6ÛÞ¥Ü%ß Û™àná’Ú É ÛgÚ ÖdâtÐåä$æ~ç ÙdÚ`ÛtܙÝ6ÛÞ©Üß Û™àná’Ú É ÛÚ ï ûxü™ý€ñeòmò5ö€þr÷‚ômñeö¢þrú ÙdÚ`ÛtܙÝ6ÛëêÛß ì ítÛÚ î ï ð€ñgò5ógôxõ3ö3ð5÷&ô™ø¢ö&ù&ú Ý R¡)¡ É à   àt à #™Û ÿ ¡gà™! ï ôtø¢% ö $'&mú ÙdÚ`ÛtÜxÝ~Û’Ü ÉIÿ ÚXì Ý í ¡¥È ì £™Û È    ï û€¥ ô ¤¢ö3È ð”– ü ¦€þr÷& ô §¢ö&ù&ú © é¢Ö ÿ ÛÚ¡¥Ú ÿ ì £tì Þ¥Û ¢ É ÿ ì £1 Ùt¡ 3È ì ÚÜxÝ3ì ¡ È È È5 'HWHUPLQH IRU HDFK LQWHUIDFH „ 'RFXPHQW YROXPH WR EH SURFHVVHG „ 7LPH FRQVWUDLQWV „ .QWHUIDFH WHFKQLTXH XVHG 5)& $/(  ('.6WHS E .

QYROYHG PLGGOHZDUH LI DQ\. „ .

© SAP AG SM100 11-28 . For all involved interfaces determine the technical properties and the requirements that have to be met. © SAP AG 2006 „ Interfaces are a critical part of the solution.

QWHUQHW 6DOHV Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 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 è äé ÙdÚ`ÛtܙÝ6ÛÞ¥Ü%ß Û™àná’Ú É ÛgÚ ÖdâtÐåä$æ~ç ÙdÚ`ÛtܙÝ6ÛÞ©Üß Û™àná’Ú É ÛÚ ï ûxü™ý€ñeòmò5ö€þr÷‚ômñeö¢þrú ÙdÚ`ÛtܙÝ6ÛëêÛß ì ítÛÚ î ï ð€ñgò5ógôxõ3ö3ð5÷&ô™ø¢ö&ù&ú Ý R¡)¡ É à   àt à #™Û ÿ ¡gà™! ï ôtø¢% ö $'&mú ÙdÚ`ÛtÜxÝ~Û’Ü ÉIÿ ÚXì Ý í ¡¥È ì £™Û È    ï û€¥ ô ¤¢ö3È ð”– ü ¦€þr÷& ô §¢ö&ù&ú © é¢Ö ÿ ÛÚ¡¥Ú ÿ ì £tì Þ¥Û ¢ É ÿ ì £1 Ùt¡ 3È ì ÚÜxÝ3ì ¡ È È È5 'HILQH DSSURSULDWH PRQLWRULQJ REMHFWV IRU HDFK SURFHVV VWHS  LQWHUIDFH „ „ „ „ 3HUIRUPDQFH DQG WKURXJKSXW GLDORJ WUDQVDFWLRQV.6WHS D 'HILQH 0RQLWRULQJ 2EMHFWV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement %XVLQHVV 3URFHVV ([DPSOH .

8SGDWH HUURUV $SSOLFDWLRQ ORJ GXH OLVW ORJV HUURU ORJV 3URJUDP 6FKHGXOLQJ 0DQDJHPHQW EDFNJURXQG MREV.

According to these monitoring objects. the application log should be monitored for critical entries. „ © SAP AG SM100 11-29 . the background job creating the deliveries might cancel but create also an entry in the application log. in addition to the job. monitoring tasks can be defined and assigned to the responsible monitoring teams. If for instance there is a problem with a material. Therefore. © SAP AG 2006 „ To simplify the monitoring of the business process. monitoring objects have to be defined for each process step or interface. 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.

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 —y˜‘™‘šV›‘œ!™™ `ž%Ÿ! 6œ!™™b¡ ¢1£¥¤§¦ ¨§©%¤‚¤ ª¢« ¬–­¥©'¤‚¤ ®)¯ ¨©§« —y˜)™!šp›)œ6™1™ ž„Ÿ6 !œ!™™w° ¢£¤–¦ ¨§©%¤‚¤ ª5« ¬–­‚©‚¤‚¤ ®)¯ ¨©« —±˜‘™!š(›)œ6™)™ ž„Ÿ6 !œ!™)™p² ¢1£§¤§¦ ¨©q¤¥¤ ª« ¬¥­‚©‚¤'¤ ®)¯ ¨§©« —±˜)™‘šV›‘œ!™)™ `ž%Ÿ! !œ6™)™´³ ¢£¤–¦ ¨§©%¤‚¤ ª«¬–­‚©'¤¥¤ ®)¯ ¨–©« ÅƾÇ`ÈÉ6ʧˑ¾¢Ç ÏÑÐ¥Ò ¾‘Ë6Ó Ç ÓBÈ Ð ¾7ÔÕÈ6ց¼pÓfÈ!Ê¥¾!Í Î!È`È6»(Ç Ì"ʧȁË)¾‘ÍtÉ6ʍ¾Ç 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 . error handling procedures. the monitoring activities can be defined. and precise error handling procedures. Business Process Monitoring can be set up in the SAP Solution Manager. For the business processes maintained in the SAP Solution Manager it is possible to define monitoring objects. These activities tell all involved persons exactly how they have to participate in the Business Process Monitoring. tools. Business Process Monitoring will be set up in the SAP Solution Manager for 1-2 core business processes.QWHUIDFH 0RQLWRULQJ %DFNJURXQG -RE 0RQLWRULQJ %XVLQHVV 3URFHVV 0RQLWRULQJ %DVLVP\6$3 7HFKQRORJ\ 0RQLWRULQJ 6\VWHP 0RQLWRULQJ â7µ`·Eæ·"rÃc ¶Pcr’Ó§ÔgÌP¶Cäą è Ì Ê¸G¥Ô6‡1C2Ò¢Ó2ËΑIbÂ¥ÓygiˆdÍ s ÏsÖUÔPE¥Ï!I2Ëx ÏP¶ rUÏCإϧ6 Î ICϧΩÔCÍ Ï¥p Ì G‘ Î IaäFÏÌ×YÒYÍeÔg×€Í ÓdÎÌ âëا` Ø x`Í ) Ô G%×YÍ Ó2b Î µ¥ Ó C¶P·dÒ5Ò3Ó2¸ Ò µ¥ Ó C£` ̶ ¹! Ø I`G×rº Ï ·RҀҢÓÒ3Ì Ê G%Ì§Í Ìsæ s e%ÖRâë‰ " Ð ˆ§Ï Ô E§ÎCy Ó x Ó CPe è Ó s Ø£Ó Î¥Ï ÎׂP Ì ¶CÊ è ¶6ceÐ è ¶)»(¼p½!¾ è GCP Ô E¥Ï ¿±©À¶  ¸¶`r Á¶6H Ö qÊ FÏ%׆bÓÒ¥‡1¶6…§Ò¢Ó2Î×&Ï£ÎPI©Ì © SAP AG 2006 „ With specified monitoring objects. escalation paths and monitoring activities for each team of the Solution Support Organization. As part of the SMO Service for Business Process Management. Monitoring Checklists help the Monitoring Teams to keep track of their duties. „ „ © SAP AG SM100 11-30 .

© SAP AG SM100 11-31 .GHQWLI\ 0RQLWRULQJ 7RROV 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 —y˜‘™‘šV›‘œ!™™ `ž%Ÿ! 6œ!™™b¡ ¢1£¥¤§¦ ¨§©%¤‚¤ ª¢« ¬–­¥©'¤‚¤ ®)¯ ¨©§« —y˜)™!šp›)œ6™1™ ž„Ÿ6 !œ!™™w° ¢£¤–¦ ¨§©%¤‚¤ ª5« ¬–­‚©‚¤‚¤ ®)¯ ¨©« —±˜‘™!š(›)œ6™)™ ž„Ÿ6 !œ!™)™p² ¢1£§¤§¦ ¨©q¤¥¤ ª« ¬¥­‚©‚¤'¤ ®)¯ ¨§©« —±˜)™‘šV›‘œ!™)™ `ž%Ÿ! !œ6™)™´³ ¢£¤–¦ ¨§©%¤‚¤ ª«¬–­‚©'¤¥¤ ®)¯ ¨–©« ÅƾÇ`ÈÉ6ʧˑ¾¢Ç ÏÑÐ¥Ò ¾‘Ë6Ó Ç ÓBÈ Ð ¾7ÔÕÈ6ց¼pÓfÈ!Ê¥¾!Í Î!È`È6»(Ç cr Ì"ʧȁË)¾‘ÍtÉ6ʍ¾Ç 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 .6WHS F . or third party products like Hardware Vendor Products for system monitoring. Possible tools are SAP Monitoring Tools like the SAP Solution Manager.QWHUIDFH 0RQLWRULQJ %DFNJURXQG -RE 0RQLWRULQJ %XVLQHVV 3URFHVV 0RQLWRULQJ %DVLVP\6$3 7HFKQRORJ\ 0RQLWRULQJ 6\VWHP 0RQLWRULQJ FÓ£Ôp×p©F·yݑƒ6Øf¶)ÞäÅ è ×6Öqé´ßwaxæBh‘Øf¶ ×¢Ñ ä … è ×XÖq´ é ƒ)à!Ø2é¢Ó2Î£Í ×&Ó2Ò ç!Ú Ûq Ð G£Ò&B × epˆ2ÓCy Ó xP Ì ¶gÖqé¢! ç Ü!¶©ÊnÐ$éIÓÎ ×6ÖRâtÐPÖUy Ó x`Ë×YÍ Ó2ÎE’ é G£6 Î G‘C£Ï£q ÒØ ÊqËÌ£Í6ΩÏÌÌaÐdÒ¢Ó£Ô%Ï¥ÌÌEé1ÓÎ Í ×3ÓÒ5Í`Î6C ×~Ö$âëÐPÖUt Ó x6Ë×YÍ ÓÎE´ é GC6 Î G!C£Ï£q ÒØ ÖdâtÐ Ö$B ×G 6 Î I`GC' Ò Iºˆd„ Ò G§Î‘ Ì G£Ôg×€Í ÓdÎ%P ̶ ÖUP Ó dX× †wGCÒ3’ Ï ÙFÏ ‘ Î IÓ2ÒRÐdÒ¢` Ó IdË©Ôg×3Ì ç Ú Ûq ‘ Ð G£Òrf × eEÐ$Ò¢ Ó IË©Ô%ׂP ̶ ¿"G£% Ò I6†7G£ÒY’ Ï ÙUϧ6 Î I§ÓÒUÐRÒ3 Ó IdË¥Ô×&Ì © SAP AG 2006 „ With the defined monitoring objects you can determine what tools should be used to carry out the respective monitoring tasks.

QWHUQHW 6DOHV Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring 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 è äé ÙdÚ`ÛtܙÝ6ÛÞ¥Ü%ß Û™àná’Ú É ÛgÚ ÖdâtÐåä$æ~ç ÙdÚ`ÛtܙÝ6ÛÞ©Üß Û™àná’Ú É ÛÚ ï ûxü™ý€ñeòmò5ö€þr÷‚ômñeö¢þrú ÙdÚ`ÛtܙÝ6ÛëêÛß ì ítÛÚ î ï ð€ñgò5ógôxõ3ö3ð5÷&ô™ø¢ö&ù&ú Ý R¡)¡ É à   àt à #™Û ÿ ¡gà™! ï ôtø¢% ö $'&mú ÙdÚ`ÛtÜxÝ~Û’Ü ÉIÿ ÚXì Ý í ¡¥È ì £™Û È    ï û€¥ ô ¤¢ö3È ð”– ü ¦€þr÷& ô §¢ö&ù&ú © é¢Ö ÿ ÛÚ¡¥Ú ÿ ì £tì Þ¥Û ¢ É ÿ ì £1 Ùt¡ 3È ì ÚÜxÝ3ì ¡ È È È5 'HILQH HUURU KDQGOLQJ SURFHGXUHV IRU HDFK PRQLWRULQJ REMHFW „ :KDW KDV WR EH GRQH LQ FDVH RI DQ HUURU RU SUREOHP" „ )RU LQVWDQFH ZKDW KDV WR EH GRQH LQ FDVH RI DQ DERUWHG MRE" .V LW SRVVLEOH WR UHVFKHGXOH WKH MRE LPPHGLDWHO\ RU WKH GD\ DIWHU.6WHS D 'HILQH (UURU +DQGOLQJ 3URFHGXUHV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement %XVLQHVV 3URFHVV ([DPSOH .

ask : • Does the error interrupt the business process flow? If it does. create a road map for analyzing and handling the error. For each possible error. RU FDQ . © SAP AG SM100 11-32 . 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. 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. the error is critical. 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.

These communication paths need to be clearly defined.6WHS E 'HILQH (VFDODWLRQ 3DWKV Strategic Framework Technical Technical Cutover and and and Start Operations Integration of ImpleDesign Production mentation Operations and Continuous Improvement äƾ¢åbãRÇ¾Ê á Face to face á Telephone Solves Handling Problems Problem occurs á âRÖyÍbã"ǁ¾Ê á Define and Implement Create the a Monitoring Monitoring Concept Concept Start Monitoring Change Management in Monitoring n ûüÉ)Ç6¼(Öy¾ǑǺÌRʖÈ`ˑ¾1Ç‘Ç Ïôý Ö±¾Ê á o Answers ‘How to‘-Questions á á Telephone á Email Support Line Feedback 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 ã±Ç¾1ÊRòƾ» çÕóô¾¢Ç6õöë„÷5øqù¢ït¾‘½6¾1» ñ SAP Support Desk (Solution Manager) Providing expert knowledge concerning the business process á Solving of complex customizing problems á Search for SAP Notes SAP Support Desk (Solution Manager) p á á á á á þ 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) á þ þ Α¾‘ËúÖ`¼Ë鑻‘êÁÉ)ççèÈ!ʍӁëpì í¥î ïy¾!½!¾1» ñ á á Ownership of technical messages Solving of technical issues á Search for SAP Notes á Implementation of SAPNet Notes á Maintenance of solution database SAP Support Desk (Solution Manager) á á SAP Support Desk (Solution Manager) q æèçç±»(¼ËéPÓV¼BÈ!ÖbêèÉ1çç¸È6ʧÓëpìí¥î"ï±½1»(ð ñ á Ownership of functional messages á Reproduction in test system á Solving of functional issues á Search for SAP Notes á Maintenance of solution database q á 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. In that case each person involved needs to know whom to contact for help. © SAP AG SM100 11-33 . documented and the documentation should be centrally accessible.

and precise error handling procedures.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 „ . escalation paths and monitoring activities for each team of the Solution Support Organization.H PRQLWRULQJ REMHFW WLPH IUHTXHQF\ WRRO LQGLFDWLRQ HUURU KDQGOLQJ SURFHGXUH HVFDODWLRQ SDWK ÿüŸP›!š¡ 'Ÿž'šV›£¢ œ! ©  2'3"4 5 673£8 9 @'A73B4 5 CEDF4 G£H „ :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 šiœ)ž%œ©˜‘œP›! £ ¤¦¥¨§  Ÿ!Ÿ!Ÿž ž `›)" ™ ! 6   # šŸ`›  `ž'ž„Ÿ`ž %p£ › &`š ©' šŸP› $ žqž%ŸPž ()`£ › &VšV›£¢ ž„Ÿ6 ! œ &`˜6ž%œ $ h G©8i83¨egD @"G£eIAERb3"cgD 6™) '¡© ¥šŸP› $ '© 10 XYPIR @"PI5 4 9 CE@ICQPERTS£8UG 6WVICQP ` 8a8UG'8£Rb3¨C7CEPEHI3 5 cB4 G£Hd uvAgC£5 c737C7C w©8UG£e73gC¨C xry cg3I8 @"G£eQAERf3IcgD c7GQD©e¨G£RTS£4 3gDU3 2 G£eBw ‡ h‰ˆ' 2 ‡ ' 5 cYC¨DUP7D‘A’Cf†I“ prq¨sEt w©5 eI€¦8¡3Q'Ag3gC¨Dƒ‚„SQR @"P"5 4 9 … ` s¨† 3IS£8UG£e’37C¨C ‡ ” 2FG£e¦RbP£c£AgP"4 4 9 ‡ cg•–G©8—R 3Ic¨@˜A’CQ3"8 ™ © SAP AG 2006 „ With specified monitoring objects. Business Process Monitoring can be set up in the SAP Solution Manager. These activities tell all involved persons exactly how they have to participate in the Business Process Monitoring. error handling procedures. Business Process Monitoring will be set up in the SAP Solution Manager for 1-2 core business processes. the monitoring activities can be defined. For the business processes maintained in the SAP Solution Manager it is possible to define monitoring objects. Monitoring Checklists help the Monitoring Teams to keep track of their duties. „ „ © SAP AG SM100 11-34 . tools. As part of the SMO Service for Business Process Management.

8QLW 2EMHFWLYHV „ ([SODLQ WKH SURFHGXUH ZKHQ VHWWLQJ XS D %XVLQHVV 3URFHVV 0RQLWRULQJ FRQFHSW $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 11-35 .

6$3 6ROXWLRQ 0DQDJHU  %XVLQHVV 3URFHVV 0RQLWRULQJ 2YHUYLHZ %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU $SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW © SAP AG SM100 11-36 .

8QLW 2EMHFWLYHV „ 8VH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU DV DQ .7 2SHUDWRU „ 8VH WKH VHWXS SURFHGXUH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU IRU WKH H[DPSOH RI XSGDWH HUURU PRQLWRULQJ $IWHU FRPSOHWLQJ WKLV XQLW \RX ZLOO EH DEOH WR © SAP AG 2006 © SAP AG SM100 11-37 .

© SAP AG SM100 11-38 .%XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU © SAP AG 2006 „ „ Monitoring alerts are immediately associated to the business process flow. 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. so an impact of a system on a business process becomes apparent.

)XQFWLRQDO 6FRSH IRU $OHUWV ZLWKLQ %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU :KDW FDQ EH PRQLWRUHG E\ %XVLQHVV 3URFHVV 0RQLWRULQJ " &URVV $SSOLFDWLRQ REMHFWV „ %DFNJURXQG MREV „ 3HUIRUPDQFH RI GLDORJ WUDQVDFWLRQV 7UDQVDFWLRQ FRGH DQG IXQFWLRQ FRGH OHYHO.

„ 8SGDWH HUURUV „ 'RFXPHQW YROXPH EDVHG RQ 6$3 WDEOH VWDWLVWLFV „ $SSOLFDWLRQ ORJ „ $OO DOHUW LQIRUPDWLRQ YLD &&06 DOHUW LQIUDVWUXFWXUH © SAP AG 2006 $SSOLFDWLRQ VSHFLILF REMHFWV „ (UURU ORJV HJ 6' 'XHOLVW $32 3ODQQLQJ.

'RF DOHUW PRQLWRULQJ „ T5)& DOHUW PRQLWRULQJ &XVWRPHU VSHFLILF REMHFWV „ $OO DOHUW LQIRUPDWLRQ YLD &&06 DOHUW LQIUDVWUXFWXUH „ &XVWRPHU H[LW LQ $SSOLFDWLRQ 0RQLWRULQJ LQIUDVWUXFWXUH © SAP AG SM100 11-39 . „ (%3 SURFHVV DOHUWV „ 053 UXQWLPH VWDWLVWLFV „ :DUHKRXVH 0RQLWRU „  .QWHUIDFH REMHFWV „ $/(  .

3.V h¦ikj lG£m7GI•AQ8—HI3"cgD#G'8@"3I8CbP"c¨@ 4 5 c73T5 D—3QR¦CfeI83¨P7D3E@ 2v5 PI4 G£H 37C"SQG©c7C¨3rp'5 Rb3 ” lG#mgGI•"C£qI5 SIRf3IcgDUCfeQ8U3gP7D—3¨@ dfe¦g Send Urgent Order lG#mgGI•#G'A’D‘n¨G'AIc¨@ @"3"4 5 6E3I8i5 3gCoeQ8U3gP7DU3¨@ Create Sales Order sQG©nB8iAIc’D‘5 Rb3 Perform Order Rescheduling (V_V2) lG£m7GI•#G'Sg3"c G©AgD nQG©AQcE@T@Q3£4 5 6¨3"8a5 37C Create Outbound Delivery (VL10A) Create Shipment (VT01N) ” 2v5 PI4 G£H 3¨C£SEG'c’CE3rp'5 Rb3 w©5 eQ€¨5 c7HTp e7G'c’•‘5 8—Rb3E@ y x C 5D q w'5 eI€E5 c¨Hop x CbeI83¨P’D—3¨@ @©5 •U•U3£8¡3£c7e73 x SE3Icow'5 eI€¨5 c7HBp x C Create Picking Transfer Order (TO) 2v5 P"4 G£H Confirm Picking TO with difference  D—G£eI€¦qg376E3I4¨5 c @#5 •U•–3I8U3Ic7e¨3 C¨D–G'8¡PQHE3¦D¡9£S¨3 w©5 eQ€¨5 c7HTp x C¦e¨G'cg• 5 8–Rb3¨@ 37C£SEG'c’CQ3Yp5 Rf3 Confirm Picking TO (LT11) ” 2v5 PI4 G£H 37C#S¨G'cgCE3rp©5 Rb3 ” In case of Discrepancies block Discrepancies on Bin in Storage Type 999 tvcIn"4 G£eQ€’3E@bC7D–GIeI€b5 c Post Goods Issue uu5 4 4 5 c7H˜2vA¨3oq£5 C¨DFqEG£H lFG#mgGI•£H£GIG£@QC„5 C7C£A737C SQGQC¨D3E@ @©5 •U•—3I8U3Ic¨e73YC¨D–G©8¡PEHI3 D¡9£S¨3 sQG©n„8aAQcgD 5 Rb3 Perform Billing (VF04) © SAP AG 2006 „ The Business KPIs contain various application specific functionalities. In the above example all monitoring objects in boxes are Business KPIs. KPIs are dependant on the release of the ST-A/PI installed on the satellite system. 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.com/BPM © SAP AG SM100 11-40 . Purpose of these functionalities is to monitor business process specific backlogs.([DPSOH IRU $SSOLFDWLRQ 6SHFLILF 0RQLWRULQJ 2EMHFWV ² %XVLQHVV .sap. throughputs etc.

67$3. ST-SER and ST-A/PI are relevant.7HFKQLFDO /DQGVFDSH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU 6$3 6ROXWLRQ 0DQDJHU 6\VWHP 67 676(5 67$3. Both the CCMS on the SAP Solution Manager system and the satellite system are used. 5)& 'HVWLQDWLRQ IRU 'DWD &ROOHFWLRQ 6DWHOOLWH 6\VWHP 673. the add-ons ST-PI and ST-A/PI have to be installed. © SAP AG SM100 11-41 . This means that with the setup of the monitoring so-called monitoring tree elements (MTEs) will be created. On the satellite system. Business Process Monitoring in SAP Solution Manager is based on CCMS (transaction RZ20). 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.

&RPSXWLQJ &HQWHU 0DQDJHPHQW 6\VWHP &&06.

depending on the monitoring object either in the CCMS of the Solution Manager system or the CCMS of the satellite system. for some the central RZ20 on the SAP Solution Manager system is used. jr„g‚j)ƒ„zU…#x†{ ƒ‰‡€ikvF‡©v'ˆFy‰ jwv£xiyFz¡z{ xay|jw}£~©x y'€~ Ž y‡#x†‰‘vuz£efŠr‹#Œ e¦’ Ž 'ƒ#vuz#ewŠr‹#Œ eb’ Ž ewŠv‹#Œhfv£xiv Ž ƒ„zz y©£x ƒr‰ ewŠ„‹#Œ‘h)v"x v Ž ƒrz¡z y©#xiƒr‰ © 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. These include • Dialog Performance Monitoring • Update Error Monitoring • Interface Monitoring • Other CCMS Monitoring © SAP AG SM100 11-42 . Most monitoring functionalities use the CCMS of the SAP Solution Manager system. 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.

PSOHPHQWDWLRQ 3URMHFW 0RQLWRULQJ &RQILJXUDWLRQ • • • Ÿ r~©~v{ ˆr‡“ƒ‰‡F{ x‘ƒr‰”{¡‡ˆ€ƒw•E–iy©£xa~ xiƒ‚—u‰˜ƒu#y£~©~™~©x yF—#~švF‡F›‚{¡‡©xiyF‰iœavF"y£~ Ž …£~#x‘ƒv{ žQyšvFz yF‰ix ~€—©y‰‰ƒr•I–iy©"x ~#y wy©~#xwgw‰‘v'Ix”{ ©y£~™œ˜ƒ„‰f ¦…©~u{¡‡'y£~©~ gf‰ ƒu"y#~©~€i˜vF‡#v'ˆFy'€yu‡#xFx˜ƒ‚{ ›uyF‡#x”{ œ } €ƒr‡u{ x‘ƒr‰”{‡ˆ€ƒ‰•¨– y##xi~F¡ D G'8a5 c¨HB•—G'8 ‡ 2FGIefRfG©c"5 a  p"9"SE3 x 2 ` ” ” h h ¤fS£S"4 5 egP7D‘5 G©coqQG"H RoG©cI5 DaG©8i5 cEHf•aG#8#RbP7D–3I8i5 P"4 P"4 4 G"e7P’D‘5 G©c¦3I8a8—G©8 Rf3gCECEP7H"3gC w"3I8•—G'8—RbP"c¨e73fRfG'cQ5 D–G©8a5 c7H •–G'8QD 8P"cgC¨PEe’Di5 G'c)prq¨sEtIl  h DUP"8¡DF2©3"4 Pg9Y¤f4 3"8¡D£•–G©8’¥aG©n 8U37P7D–3§V ‡ c76EG'5 eg3 P"c¨e73I4 4 P7D‘5 G'c)¤f4 3"8¡D£•—G'8’¥aG©n 83¨P7DU3¦V  PI4 3¨C§V x 8@I3"8 $FWLYDWH 0RQLWRULQJ © SAP AG 2006 © SAP AG SM100 11-43 .0RQLWRULQJ 6HWXS 6WUDWHJ\ 3URFHVV 'HILQLWLRQ LQ 6ROXWLRQ 0DQDJHU • gf‰‘ƒu£y"~'~šjrx yv—£~¢'£U‡£xiyF‰‘œiv©©y£~|y©xiF¡ 0DQXDO HQWU\ .

• 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.… q¨3I8U3 6HWXS 3URFHGXUH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ WKH 6$3 6ROXWLRQ 0DQDJHU  2'37D—P"5 4 C h 83¨PgD–3  G©4 AgD 5 G©c Solution Manager: • ¶I´g® · ²¦´gµ†¯r«7µ†·¯’¯§´ Solution Manager: • «7¬§­§® ¯W°‘±‰²’³ ´’® ¯§´g²§´gµ†¯ h • Create Solution • Create Product. 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 83¨P7D—3oqEG£H©5 e’P"4 h G£RTSQG©c73IcgD Solution Manager: • «E¸W¹ º’® ³ ¸1´f»'³ ·¡¯’µ˜® ¸¦· ¬ h 8U37P7D–3ouvAgC£5 cg3¨C7CTw'8UG£eW3¨C’C Solution Manager: • ¼"½£±‰¸¦´r«¨¯W® º¦¾¦«Q¯1­1­”³ ¸W´   3¨DFAQSo©)G'cI5 DaG#8a5¡c¨H h AgC7D–G#R„5 ª75 cEH 3gDFAIS 5 c  Satellite System  ‡ cgD—3"8¡•—P¨e73o©)G©c"5 D—G'8a5 c¨H P7DU3£4 4 5 D–3  97C¨DU3QR • 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. Set up Automatic Emails and Service Desk Messages 3gDFAIS D G'8a5 c¨H ‡ cgD—3"8¡•—P¨e73o©)G©c"5 — 5 c¦Diqg3  G'4 AgD 5 G'cf©YPIcgPQH"3I8 Solution Manager: • ¼"½£±‰¸¦´r«¨¯W® º¦¾¦«Q¯1­1­”³ ¸W´ ¨ 3Ic73I8P7D–3 • 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 Solution Manager: • ¼"½£±‰¸¦´r«¨¯¦­1­”³ ¸¦´ Solution Manager: • ±‰¸W´W³ ® ¸W· ³ ´W¿)À'·¡²1¾gÁ’³ µ • ¼"½£±‰¸¦´r«¨¯¦­1­”³ ¸¦´ ¤regDi5 67P¨D—3 t#CE3¦Diq¨3b©YG'cQ5 D–G©8a5 c¨H © SAP AG 2006 © SAP AG SM100 11-44 . • Assign Monitoring Transactions and Set up Monitoring Tasks.

Therefore before focusing on the detailed monitoring functionalities.6HWXS 3URFHGXUH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ &XVWRPL]LQJ 6WHS LQ 5RDGPDS hfy"œ”{¡‡y™j)ƒ„zU…#x†{ ƒr‡|jb…u—v—©ƒr‰ixrИ‰˜ˆ'vv‡u{ žQv£x§{ ƒ‰‡ 'HWDLOV hfy#œ˜{¡‡y˜x y©v©€~'¢#v"~#~v{ ˆ„‡|x y£v'Ï€y'ȕ©yF‰ ~‘ÊUœ ƒr‰r›vƒFF…‘yu‡©xiv£x†{ ƒ„‡ —u…u‰†—Fƒ©~'y“ƒ„‡uz }#Ë Ž éƒuƒF~#y b…#~u{‡©y£~'~€gf‰‘ƒu#y£~£~‘vF‡©› b…©~u{‡©y#~#~ gf‰ ƒu"y#~©~|jwxiyu—#~|x˜ƒ‚•'yš€ƒw‡u{ x‘ƒr‰iy'› hfy"œ”{¡‡y‘ikƒr‡u{ x˜ƒ„‰”{‡ˆ€Ð™•E–iy©#x–~͗©yF‰f b…#~u{‡©y£~©~ gf‰ ƒu"y#~©~|jwxiyu— Ž éƒuƒF~'yk‘Ã{ FÓ€ƒ‰‡F{ x‘ƒr‰”{‡Fˆ“œ˜…„‡#£x”{ ƒr‡©vFz{ x }™~FÃr…uz ›‚•'y‘…'~©y©› —©yF‰w•v…#~u{¡‡'y£~©~—u‰‘ƒv£y"~#~“~£x yu— g„yF‰wi˜ƒ„‡u{ x˜ƒ„‰1{¡‡'ˆÐ˜•E–‘y#"x1Ñ gf‰‘ƒÄu{ ›uy˜xiy'FÃu‡v{ £vFz£›'y#x‘v{z ~‘v‡›“x†Ãu‰˜y"~uÃrz › Ä'vFz¡…©y©~™œ˜ƒ„‰vx†Ã'y™vFz yF‰˜x–~ df¡ ˆr¡¨ÂšÃu{ vÙx†‰ vu‡#~©v##x”{ ƒ‰‡™~vÃ'ƒ„…vz ›‚•'y‘€ƒ‰‡F{ x ƒ„‰‘y'›u¢Q‘éyu‡™~FÃFƒr…z¡› vF‡|vFz y‰ x‰•'y€‰‘v{ ~'y©› r~~F{ ˆ‰‡“€ƒw‡{ x‘ƒr‰†{U‡'ˆ“x”‰ivv‡#~#v©£x”{ ƒw‡"~ hfy#œ˜{¡‡y|›r{¡‰˜y©"x‰z—{¡‡uÅQ~™œ†‰˜ƒuÌjfBgÍj)ƒ‰z¡…#x†{ ƒw‡€i„vF‡©v#ˆuyu‰vxiƒ ƒ„‡u{ x˜ƒ„‰‘y#›€~©}"~'x y©΃r‰vx ƒ€v'›v›„{ x†{ ƒ„‡©vFz£v£xiyF‰”{ vFz'{¡‡€£U‡£x”‰ vu‡©y"x jfy£x‰…v—“€ƒ‰‡u{ x†ƒv‰1{¡‡'ˆ€xav#~vÅE~ ÆÇév£xfÃ#v£~“xiƒÈ•©yš›uƒ„‡'y‘{‡‘£v£~'yšƒFœuvF‡švFz yF‰ix ¢I“郂{ ~ ‰‘y"~u—'ƒ‰‡£~u{U•Fz y™œ‘ƒr‰‰€ƒ‰‡u{ x‘ƒr‰”{‡ˆu¢Q‘Ã#yF‰ y“#vu‡™x†Ã'y‘—u‰‘ƒ‰•Fz y'ɕ#y y£~'£vz v£xiy'›Ê–›vƒuF…€yF‡©xiv£x†{ ƒr‡'Ë Ž ƒv‡#œ†{¡ˆv…u‰ y“vF…©x ƒu€v©x˜{ šy'‘vu{¡z ~|vF‡F›‘j‰yu‰ ÄF{ £y h)y£~F؍y£~#~#v'ˆFy#~ £ œuvF‡švFz y‰ x‰ƒ©F…u‰i~™Â“郀~FÃr…uz ›‚•y‘‡'ƒFx†{ œ†{ y©›€vu…#x‘ƒv‘v£x†{ £vzUz }€—#yF‰ y'‘vF{z£ƒ„‰„jfy‰ Äu{ £y‘hYy#~uÅk€y#~#~©v'ˆy © SAP AG 2006 „ The general procedure how to set up monitoring customizing does not depend on the monitoring types used. © SAP AG SM100 11-45 . we focus on the procedure itself.

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. The 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session is available as soon as a logical component with a productive system has been assigned to the solution. This user registration is for documentation purposes only. „ In the 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session you have a session tree on the left hand side. No cross-checking takes place at this stage.: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. 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. „ There is one 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ session per solution. On the right hand side you have two areas: The node description area and the area for data entry. © SAP AG SM100 11-46 .

Set up Automatic Emails and Service Desk Messages שԨÖ'Ú"ÝoÞ Üg֗ÔIÓßUÕQà7ÔbáYØ'ÜQÛ Ö–Ø©ÓaÛ Ü7â Û ÜYÖ æ7Ô¦×'Ø'Ù Ú’Ö‘Û Ø©ÜBáfÕ"Ü7ÕEâIÔ"Ó Solution Manager: • ¼£½"±w¸¦´Y«E¯W® º§¾b«¨¯¦­”­1³ ¸’´ çwÔ"Ü7Ô"ÓÕ7ÖUÔ • 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 Solution Manager: • ¼£½"±w¸¦´Y«E¯¦­”­1³ ¸W´ Solution Manager: • ±w¸¦´’³ ® ¸’· ³ ´¦¿rÀ'·¡²”¾7Á’³ µ • ¼£½"±w¸¦´Y«E¯¦­”­1³ ¸W´ ¤„egD‘5 6EP7DU3 t©CQ3YD‘qg3o©)G'cI5 D—G'8a5 c¨H © SAP AG 2006 © SAP AG SM100 11-47 . Server. • 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.… qg3£8¡3 6HWXS 3URFHGXUH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU  2'37D—P"5 4 C ÒwÓ¡ÔEÕ7ÖUÔb×'Ø©Ù ÚgÖ Û Ø'Ü Solution Manager: • ¶"´g® · ²¦´gµ˜¯r«¨µ†·¡¯W¯¦´ Solution Manager: • «7¬§­”® ¯¦°€±‰²¦³ ´W® ¯1´7²1´7µ˜¯ h • Create Solution • Create Product. 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 83¨PgD—3oqQG"H'5 e’P"4 h G#R„SQG#c73"cgD Solution Manager: • «Q¸W¹ º’® ³ ¸§´f»©³ ·¡¯Wµ†® ¸W· ¬ h 83¨P7DU3TuvAgC£5 c¨3gC¨C„w'8G"eg37CgC Solution Manager: • ¼£½"±w¸¦´Y«E¯W® º§¾b«¨¯¦­”­1³ ¸’´ שÔ7ÖÚIÝoáYØ#Ü"Û Ö–Ø'ÓaÛ Ü7â ҉ڒäE֖أåTÛ è¨Û Ü7â שԨÖ'Ú"ÝoÞ Üg֗ÔIÓßUÕQà7ÔbáYØ'ÜQÛ Ö–Ø©ÓaÛ Ü7â Satellite System Û Ürשը֗ÔIÙ Ù Û Ö—Ô¦×£ã¨ä7֖ÔQå • 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. • Assign Monitoring Transactions and Set up Monitoring Tasks.

© SAP AG SM100 11-48 . the customizing can NOT be transported between different SAP Solution Manager systems. Thus. Changes to the monitoring customizing that have not been generated are not considered when activating.*HQHUDWH &XVWRPL]LQJ DQG $FWLYDWH 6WHS LQ 5RDGPDS çwÔ"Ü7Ô"ÓÕgÖ—Ô é 'HWDLOV é é é é 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 é 0RQLWRULQJ &XVWRPL]LQJ LV JHQHUDWHG IRU HDFK EXVLQHVV SURFHVV LQGLYLGXDOO\ 0RQLWRULQJ &XVWRPL]LQJ LV ZULWWHQ LQWR LQWHUQDO WDEOHV ê à’Ö‘Û ë¨Õ7Ö—Ô é 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 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.

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 © SAP AG 2006 „ The Business Process Monitoring is activated in the %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ. „ While there is one 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ that includes all business processes there are several %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQV.:KHUH WR DFWLYDWH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ . © SAP AG SM100 11-49 . one for each business process that is monitored.

• Assign Monitoring Transactions and Set up Monitoring Tasks.ì ægÔ£Ó¡Ô 6HWXS 3URFHGXUH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU  í'Ô7֗Õ"Û Ù ä ÒwÓ¡ÔEÕ7ÖUÔb×'Ø©Ù ÚgÖ Û Ø'Ü Solution Manager: • ¶"´g® · ²¦´gµ˜¯r«¨µ†·¡¯W¯¦´ Solution Manager: • «7¬§­”® ¯¦°€±‰²¦³ ´W® ¯1´7²1´7µ˜¯ Solution Manager: • «Q¸W¹ º’® ³ ¸§´f»©³ ·¡¯Wµ†® ¸W· ¬ • Create Solution • Create Product. Server. • 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. Set up Automatic Emails and Service Desk Messages שԨÖ'Ú"ÝoÞ Üg֗ÔIÓßUÕQà7ÔbáYØ'ÜQÛ Ö–Ø©ÓaÛ Ü7â Û ÜYÖ æ7Ô¦×'Ø'Ù Ú’Ö‘Û Ø©ÜBáfÕ"Ü7ÕEâIÔ"Ó Solution Manager: • ¼£½"±w¸¦´Y«E¯W® º§¾b«¨¯¦­”­1³ ¸’´ ç‰Ô"Ü7Ô"ÓÕ7Ö–Ô • 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 Solution Manager: • ¼£½"±w¸¦´Y«E¯¦­”­1³ ¸W´ ê à’Ö‘Û ë¨Õ7Ö–Ô Solution Manager: • ±w¸¦´’³ ® ¸’· ³ ´¦¿rÀ'·¡²”¾7Á’³ µ • ¼£½"±w¸¦´Y«E¯¦­”­1³ ¸W´ ñ äQÔY֑ægÔoá)Ø'ÜIÛ Ö—Ø'ÓaÛ Ü¨â © SAP AG 2006 © SAP AG SM100 11-50 . 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 ҉ÓÔ¨Õg֗ÔoîQØ"â'Û à’Õ"ْÒuØ#å„ÝQØ#Ü7Ô"ÜgÖ Ò‰ÓÔ¨Õ7ÖUÔTïvÚgä£Û ܨÔgä¨ä„ð'ÓØ"àgÔ7ägä Solution Manager: • ¼£½"±w¸¦´Y«E¯W® º§¾b«¨¯¦­”­1³ ¸’´ שÔ7ÖÚIÝoáYØ#Ü"Û Ö–Ø'ÓaÛ Ü7â ҉ڒäE֖أåTÛ è¨Û Ü7â שԨÖ'Ú"ÝoÞ Üg֗ÔIÓßUÕQà7ÔbáYØ'ÜQÛ Ö–Ø©ÓaÛ Ü7â Satellite System Û Ürשը֗ÔIÙ Ù Û Ö—Ô¦×£ã¨ä7֖ÔQå • 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.

)XQFWLRQDOLWLHV IRU %XVLQHVV 3URFHVV 0RQLWRULQJ  „ $XWRPDWLF HPDLO UHSRUWLQJ DQ DOHUW „ .QWHJUDWHG RYHUYLHZ RI VWDWXV RI WKH HQWLUH VROXWLRQ VWDWXV IRU KDUGZDUH VRIWZDUH DQG EXVLQHVV SURFHVVHV LQ RQH VFUHHQ „ %XVLQHVV SURFHVV DOHUWV DVVRFLDWHG WR EXVLQHVV SURFHVV VWHSV 6\VWHP 0RQLWRULQJ DOHUWV DVVRFLDWHG WR XQGHUO\LQJ V\VWHPV „ 9LHZ RI RSHQ DOHUWV SUREOHPV ZKLFK KDYH QRW \HW EHHQ VROYHG.

the monitoring employee can be notified via an automatic email. • The “real-time” monitoring functionalities of Solution Manager are integrated with each other.e. 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. &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 main monitoring graphic shows the overall status of the entire solution – containing the hardware. 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. © SAP AG SM100 11-51 . • In case of alerts.

„ „ „ © SAP AG SM100 11-52 . You can define monitoring tasks within SAP Solution Manager. You can define links to any transaction in the monitored system. You can define how many alerts for one monitoring object should raise a message. For instance. The alerts of Business process Monitoring are integrated into the Service Level Reporting of SAP Solution Manager. You can report over how many alerts have occurred and how many alerts have been solved in the reporting time span. what he has to do in case of problems and whom he should contact if he can’t solve the problem. the monitoring employee can access these systems for a problem analysis directly from Solution Manager. This way. a service desk message should be created. This way. This service desk message can then be used to report the problem to the next support level. You can also define hyperlinks to access any kind of web site (for instance containing further business process information or error handling procedures).)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. the monitoring employee always knows what his responsibilities are. you can define that only after a certain background job has been cancelled 4 times.

The alerts in the table are sorted by descending priority. The rating enables focusing on critical systems. meaning that an area containing green and yellow alerts will display a yellow summarization alert. Observe that a grey alert has a higher priority than a yellow alert! © SAP AG 3ULRULW\ ORZ SM100 11-53 . significant business processes.$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. major process steps and interfaces.

1RWLILFDWLRQ LQ &DVH RI $OHUW òkó£ôiõvöÍ÷"ô”ø ù‘ú‰ö€÷Føû£ü˜ýFþ©õrü‘ô†ø¡ÿ ÷Fÿ|÷Fû ýFüiô ¡  6XSSRUW (PSOR\HH ò„ó£ô õvö€÷#ô˜ø ù ö‘ý £f ¢ ýFü¥u ¤ ø¡ù"ý§f ¦ ý©¨ ¨©¨©÷¡ ý‘ü‘ýuþ©õrüiô”øÿ €÷Fÿ“÷Fû ýFüiô © SAP AG 2006 „ The support employee can be notified of automatically if an alert in the business process has occurred. Then. © SAP AG SM100 11-54 . the support employee can check the alert in SAP Solution Manager.

8VLQJ %XVLQHVV 3URFHVV 0RQLWRULQJ LQ WKH 6$3 6ROXWLRQ 0DQDJHU :KDW WR GR LI DQ DOHUW RFFXUUHG 'HWDLOV 2EVHUYH $OHUWV 5HODWLYH WR WKH %XVLQHVV 3URFHVV &KHFN 'HWDLOHG $OHUW .QIRUPDWLRQ &KHFN IRU 2SHQ $OHUWV 5HYLHZ +LVWRULF $OHUWV $QDO\]H 3UREOHP LQ WKH 6DWHOOLWH 6\VWHP &UHDWH 6HUYLFH 'HVN 0HVVDJH &RQILUP $OHUWV IRU 6ROYHG 3UREOHPV © SAP AG 2006 :KLFK SDUW RI WKH EXVLQHVV SURFHVV LV DIIHFWHG E\ WKH SUREOHP" :KDW H[DFWO\ LV WKH SUREOHP ZKLFK MRE KDV FDQFHOOHG ZKLFK WUDQVDFWLRQ SHUIRUPV EDGO\.

" $UH WKHUH DQ\ SUREOHPV WKDW UHTXLUH XVHU LQWHUDFWLRQ RU KDV VRPHRQH DOUHDG\ VROYHG WKH SUREOHP" +DV WKH SUREOHP RFFXUUHG LQ WKH SDVW" :KDW LV WKH URRW FDXVH RI WKH SUREOHP" .72SHUDWRU WR VROYH WKH SUREOHP" .V LW SRVVLEOH IRU WKH .I WKH SUREOHP FDQ¶W EH VROYHG YLD WKH GHILQHG HUURU KDQGOLQJ SURFHGXUHV LW VKRXOG EH WUDQVIHUUHG WR WKH QH[W VXSSRUW OHYHO 2QFH WKH SUREOHP LV VROYHG WKH DOHUW VKRXOG EH PDUNHG DV µVROYHG¶ © SAP AG SM100 11-55 .

In Quicklink /BPM the starting documentation is the Business Process Monitoring – Setup Roadmap. „ „ © SAP AG SM100 11-56 . This is a 80 page PDF document. 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”. The roadmap details the methods used to set up Business Process Monitoring. All other monitoring functionalities are covered in detail in the “Application Monitoring .PSRUWDQW GRFXPHQWV LQFOXGH „ ³%XVLQHVV 3URFHVV 0RQLWRULQJ ± 6HWXS *XLGH´  õùuóö‘ýuÿ#ôi ÷£ô”ø õvÿ©õ¡ ô!'ý£¤©÷Fü1ø õró¨#"†óÿFù"ô†ø õrÿ#÷FûUø ô†ø ý¨šõ¡"%$bó©¨vø¡ÿ©ý¨©¨  ¦fý£ôi÷Fø¡û ýu & ü˜õFù£ý¨¨('kõrÿuø ô˜õ„ü”øÿ¡ ‚ø¡ÿ)¢fò0&¢Yõ„ûó£ô”ø õrÿ'k÷ÿ©÷ ýFü‰÷Fü ý1¨©ý#ôwó„þ w „ ³$SSOLFDWLRQ 0RQLWRULQJ ± 6HWXS *XLGH´ ¦ õuù'óöýÿ#ô‘÷" ô”ø õrÿ§õ ô‘õ#¨ý"ôfóuþ™ô2©ý˜òkþvþFûø ù#÷#ô†ø õ‰ÿ§'˜õrÿø ô‘õrü3"§óuÿ#ù#ô†ø õ‰ÿ#÷Fûø ô”ø ý©¨“õ¡"  ) $ ó©F ¦ ¨ øÿ'ý¨¨&wü˜õù#ý©¨©¨§'™õ„ÿvø ô õ„ü1øÿ  „ %XVLQHVV 3URFHVV 0RQLWRULQJ ± 6HWXS 5RDGPDS 54 õF÷©vö÷þ#õ ô õÿ©÷©¤vø  F÷#ôiý‘ø—ÿ6¢wò7&¢Yõwûó£ô˜ø õ‰ÿ§'„÷Fÿ©÷¡ ýFü8róFü1ø¡ÿ¡ “ô2©ý1¨ý£ô†óvþšõ3" $ ó©F ¦ ¨ øÿ'ý¨¨w & ü˜õù#ý©¨©¨§'™õ„ÿvø ô õ„ü1øÿ  © 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. detailing all of the application specific monitoring functionalities in Business Process Monitoring. It consists of about 40 MS PowerPoint Slides. This is a continuously growing (because new monitoring functionalities are continuously developed) PDF document. covering all major monitoring functionalities in detail.Setup Guide”.)XUWKHU .QIRUPDWLRQ DERXW %XVLQHVV 3URFHVV 0RQLWRULQJ 'RFXPHQWDWLRQ LV DYDLODEOH LQ TXLFNOLQN %30 LQ WKH 6$3 6HUYLFH 0DUNHWSODFH VHUYLFHVDSFRPESP . linked by hyperlinks to allow better navigation. detailing which tasks have to be executed in which order and in which part of SAP Solution Manager.

8QLW 2EMHFWLYHV „ 8VH %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU DV DQ .7 2SHUDWRU „ 8VH WKH VHWXS SURFHGXUH IRU %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU IRU WKH H[DPSOH RI XSGDWH HUURU PRQLWRULQJ $IWHU FRPSOHWLQJ WKLV XQLW \RX DUH QRZ DEOH WR © SAP AG 2006 © SAP AG SM100 11-57 .

/HVVRQ 6XPPDU\ „ 8VH WKH EDVLF SURFHGXUHV WR VHW XS %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU „ 8QGHUVWDQG WKH PHDQLQJ RI %XVLQHVV 3URFHVV 0RQLWRULQJ DV SDUW RI D %XVLQHVV .QWHJUDWLRQ DQG $XWRPDWLRQ FRQFHSW <RX VKRXOG QRZ EH DEOH WR © SAP AG 2006 © SAP AG SM100 11-58 .

6$3 6ROXWLRQ 0DQDJHU  %XVLQHVV 3URFHVV 0RQLWRULQJ 2YHUYLHZ %XVLQHVV 3URFHVV 0RQLWRULQJ LQ 6$3 6ROXWLRQ 0DQDJHU $SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW © SAP AG SM100 11-59 .

$SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW ± 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ © SAP AG 2006 © SAP AG SM100 11-60 .

Frontends) 5HVSRQVLELOLWLHV „ 'HGLFDWHG WHDP LQ WKH FXVWRPHU¶V 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ ZLWK GHYHORSPHQW DQG SURJUDPPLQJ VNLOOV PLJKW EH D GLYLVLRQ RI WKH . OS.6RIWZDUH &KDQJH 0DQDJHPHQW Solution Support Organization Business Process 1 Business Process Champion Business Process 2 Business Process Champion Business Process 3 Business Process Champion Business Process 4 Business Process Champion 9 @ A B CED F GIHEP D Q R GTSUD Q D R G VUG Q B User Help Desk Application Support Basis/mySAP Technology Support 5ROH Systems Support (HW.PSOHPHQWDWLRQ 3URMHFW 7HDP. Network.7 'HSDUWPHQW RULJLQDWHG IURP WKH IRUPHU . DB.

 „ &XVWRPL]LQJ FKDQJHV „ 6RIWZDUH &KDQJH 0DQDJHPHQW „ &KDQJHV WR EXVLQHVV SURFHVVHV FRGLQJ.

„ 'HYHORSPHQW WDVNV SURJUDPPLQJ.

„ 6$3 1RWH LPSOHPHQWDWLRQ EDVLV DSSOLFDWLRQ.

„ 1HZ LPSOHPHQWDWLRQ RU PLJUDWLRQ SURMHFWV „ 3URMHFWV UHJDUGLQJ DQ\ NLQG RI FKDQJH PDQDJHPHQW © SAP AG 2006 © SAP AG SM100 11-61 .

Network. OS. DB. Frontends) 5HVSRQVLELOLWLHV X „ $XWRQRPRXV GLYLVLRQ ZLWKLQ WKH FXVWRPHU¶V 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ „ W /HYHO 6XSSRUW „ 6$3 1RWH VHDUFK „ 8VLQJ D NLQG RI VROXWLRQ GDWDEDVH „ 3UREOHP GLVSDWFKLQJ © SAP AG 2006 © SAP AG SM100 11-62 .8VHU +HOS 'HVN Solution Support Organization Business Process 1 Business Process Champion Business Process 2 Business Process Champion Business Process 3 Business Process Champion Business Process 4 Business Process Champion 5ROH Software Change Management Y ` G F a G b ced G ` f „ W /HYHO (QG8VHU 6XSSRUW X Application Support Basis/mySAP Technology Support Systems Support (HW.

Network.7 'HSDUWPHQW. OS.$SSOLFDWLRQ 6XSSRUW Solution Support Organization Business Process 1 Business Process Champion Business Process 2 Business Process Champion Business Process 3 Business Process Champion Business Process 4 Business Process Champion 5ROH Software Change Management ipc c b q r D B q @ QU9 s c c @ F B User Help Desk Basis/mySAP Technology Support Systems Support (HW. Frontends) „ %XVLQHVV 3URFHVV 0DQDJHPHQW DQG 0RQLWRULQJ 5HVSRQVLELOLWLHV „ 'HGLFDWHG WHDP LQ WKH FXVWRPHU¶V 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ ZLWK VLJQLILFDQW DSSOLFDWLRQ NQRZKRZ PLJKW EH DOVR D GLYLVLRQ RI WKH . DB.

QWHUIDFH 0RQLWRULQJ IURP D IXQFWLRQDO YLHZSRLQW. „ %XVLQHVV 3URFHVV 0DQDJHPHQW LQFOXGLQJ WKH PRQLWRULQJ RI „ 3URJUDP 6FKHGXOLQJ 0DQDJHPHQW „ g h ƒ 3HUIRUPDQFH EDFNJURXQG MREV HUURU ORJV „ .

. /HYHO 6XSSRUW © SAP AG 2006 „ Application Support includes the monitoring of • application relevant IDocs (as opposed to all IDocs) • application relevant background jobs (as opposed to all background jobs) • . © SAP AG SM100 11-63 ..

7 'HSDUWPHQW g D ` q ` h VIi 9 iTjek G r P Q @ b @ R iT9 s c c @ F B Application Support Systems Support (HW. Network. OS.%DVLVP\6$3 7HFKQRORJ\ 6XSSRUW Solution Support Organization Business Process 1 Business Process Champion Business Process 2 Business Process Champion Business Process 3 Business Process Champion Business Process 4 Business Process Champion 5ROH Software Change Management User Help Desk „ %DVLVP\6$3 7HFKQRORJ\ 6XSSRUW „ 'LYLVLRQ RI WKH . Frontends) 5HVSRQVLELOLWLHV „ $GPLQLVWUDWLRQ VXSSRUW DQG PRQLWRULQJ RI ƒ 3HUIRUPDQFH HUURU ORJV DQG PHPRU\ PDQDJHPHQW RI ¢ òw&v x ý©ù3vÿ©õrû õ3 ¡u6¨'õ¡"iôI˜÷Fü‘ý|ù#õrö‚þ'õ‰ÿ#ýFÿ#ô¥¨€y t ö§uvw ú$‚&ƒ¥$‚$‚&8„… 4 '£„†¢‡…7'0 ƒ ò7&8ˆw' „ ú 4 &ƒeˆ‰¡x%&‘„3’ x ý#ù¡v  ÿuø ù©÷FûIù'õFöÈþ©õ‰ÿ©ýuÿ£ô¥¨“y t u ” x¢•„f $ ó©u ¨ ø¡ÿ'ý©¨©¨#b … õ„ÿvÿ©ý#ù£ô‘õ„ü!© „ ù"÷£ôi÷vû õ –' ¨ ýuüe' ¤ ýFü—„”E&‘…˜„©™pdUef†¦ … ÷©ù¡'  ý„ „ 3URJUDP 6FKHGXOLQJ 0DQDJHPHQW „ g h « „ .QWHUIDFH 0RQLWRULQJ IURP D WHFKQLFDO YLHZSRLQW. DB.

.. /HYHO 6XSSRUW © SAP AG 2006 „ Basis/mySAP technology Support includes the monitoring of • basis relevant IDocs (as opposed to all IDocs) • basis relevant background jobs (as opposed to all background jobs) • . © SAP AG SM100 11-64 .

6\VWHPV 6XSSRUW Solution Support Organization Business Process 1 Business Process Champion Business Process 2 Business Process Champion Business Process 3 Business Process Champion Business Process 4 Business Process Champion 5ROH Software Change Management User Help Desk Application Support „ 6\VWHPV 6XSSRUW +: 26 '% 1HWZRUN )URQWHQGV.

7 'HSDUWPHQW 9 i ` B G VU`U9 s c c @ F B l a m—n oE9 n dEg n p G B CE@ F f n q F @ Q B G Q r ` s Basis/mySAP Technology Support 5HVSRQVLELOLWLHV „ $GPLQLVWUDWLRQ 6XSSRUW DQG 0RQLWRULQJ RI ƒ 6\VWHPVKDUGZDUH ƒ 'DWDEDVH ƒ 1HWZRUN ƒ 2SHUDWLQJ V\VWHP ƒ )URQWHQGV „ g ƒ ([WHUQDO WRROV h /HYHO 6XSSRUW © SAP AG 2006 © SAP AG SM100 11-65 . „ 'LYLVLRQ RI WKH .

%XVLQHVV 3URFHVV 2ZQHU %XVLQHVV 'HSDUWPHQW.

DB. Frontends) „ 5HVSRQVLEOH IRU WKH DSSOLFDWLRQ IORZ RI D EXVLQHVV SURFHVV 5HVSRQVLELOLWLHV „ 1RPLQDWHG IURPE\ WKH EXVLQHVV GHSDUWPHQW „ 6HUYH DV FRQWDFW IRU WKH $SSOLFDWLRQ 6XSSRUW ƒ 7KH EXVLQHVV GHSDUWPHQWV PXVW RSHUDWH WKH DSSOLFDWLRQ LQ DFFRUGDQFH ZLWK GHILQHG RSHUDWLQJ SURFHGXUHV „ 0DQDJLQJ TXDOLW\ DVVXUDQFH IRU WKH HQWLUH SURFHVV „ $GMXVWLQJ WKH PRQLWRULQJ DQG HVFDODWLRQ PHDVXUHV IRU PRGLILFDWLRQV WR WKH SURFHVV „ &RRUGLQDWLQJ RI DOO SURFHVV DFWLYLWLHV LQ WKH V\VWHP „ 'HILQLQJ WKH HVFDODWLRQ SDWK IRU SUREOHP UHVROXWLRQ „ 0DLQWDLQLQJ WKH DSSOLFDWLRQ RULHQWHG SURFHVV GHVFULSWLRQ © SAP AG 2006 © SAP AG SM100 11-66 . Business Process 1 ~ t z u {€ v| w }x y‚ y vw v| x Solution Support Organization Business Process 2 ~ t z  u {€ v| w }x y‚ y vw v| x Business Process 3 ~ t z  u {€ v|  w }x y‚ y vw v| x Business Process 4 ~ t z u {€ v|  w}x y‚ y vw v| x 5ROH Software Change Management User Help Desk Application Support Basis/mySAP Technology Support Systems Support (HW. Network. OS.

$SSHQGL[ %XVLQHVV 3URFHVV 0RQLWRULQJ &RQFHSW ± %XVLQHVV 3URFHVV $QDO\VLV © SAP AG 2006 © SAP AG SM100 11-67 .

In our example.%XVLQHVV 3URFHVV ([DPSOH . peak time windows š›œ‡”††‘Œž’ …–•Ÿ‚… “‡Š‰ • Dialog transaction (VA01) • Background job (RBDAPP01) ¡ ¢ v’ †œ™£”• –ŠŒT‡ „p—p™œ†”‡Š‰ • Interface to CRM or SRM System • Interface to external tax calculation software (e. average number of line items per document) • Time restrictions.QWHUQHW 6DOHV  … 4 ' §8¨p©œª X ©¤«ªv¬ © W ­¤¨ h ©v¨ ¢rò0& 4 ƒI® §8¨p©œª X ©˜«ª†¬ © ­¤¨ h ©†¨ ¯ °Š±ˆ²´³ µ´µ¦¶!·¹¸e W º´³¶—·¹» §8¨p©œª X ©ÆÍ©¬  Π©v¨ Ï ¯ Ðѳ µ¦ÒvºŠÓ—¶¹Ð¦¸¥ºœÊ—¶¹Ô¹» À À h È © ¾ À  X Ç  Ê ¶žË!̊ W ¯ º”— W » W”WÉ §8¨T©”ª X ©•ª h¾ ¨  X È Î À gÂà © g ¯ °¦ºˆÕž¶¹ g Ј±ŠÖÑ·¹¸eº”×!¶¹Ôž» ƒ©„U…††ˆ‡Š‰ˆ‰‚‹Œp‡† Create Sales Order ¼½'¢ ¾ ©v¨E¿eÀ©¨IÁ ¾ ÆĜ «© 1 h ¾Â Ã†Ä §“À ¿ g  T ¨ Áƪ X  À g g gœÅ Ž‡v‘†’ „E‡”“7•E–ˆ—U…v„I˜‚™”ŒI’ …– • Execution mode(s) • Document volume (average number of documents.g. the sales order that was created on the CRM system is sent via an IDOC interface to the SAP R/3 system. about 1000 sales orders with in average of 3 items per sales order are created per day. © SAP AG SM100 11-68 . using either dialog transaction VA01 or program RBDAPP01 as a background job. There a respective sales order is created during the business process step “ Create Sales Order” . Vertex) • Interface to external credit card software Ž‡˜¤™v„e¥¦‰ • 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. for the US and Canada.. Normally.

© SAP AG SM100 11-69 .$VVLJQ /RJLFDO &RPSRQHQWV WR WKH 6ROXWLRQ %XVLQHVV 3URFHVVHV DUH H[HFXWHG RQ ORJLFDO FRPSRQHQWV %HIRUH \RX FDQ PDLQWDLQ D EXVLQHVV SURFHVV \RX WKHUHIRUH KDYH WR DVVLJQ WKH FRQFHUQHG ORJLFDO FRPSRQHQWV WR WKH VROXWLRQ ODQGVFDSH &KRRVH QRGH VROXWLRQ QDPH! $VVLJQ ORJLFDO FRPSRQHQWV LQ WDE ³6\VWHP *URXS´ YLD YDOXH KHOS © SAP AG 2006 „ In node VROXWLRQ QDPH> you can also change the solution settings (tab “ Solution Settings” ) like what day of the week the Early Watch Alert data is supposed to be processed and for what systems the EWA should be processed within this solution.

&KRRVH %XVLQHVV 6FHQDULR $IWHU KDYLQJ DVVLJQHG WKH ORJLFDO FRPSRQHQWV PDLQWDLQ WKH EXVLQHVV VFHQDULR IRU WKH EXVLQHVV SURFHVV RI WKH VROXWLRQ &KRRVH QRGH VROXWLRQ QDPH!  EXVLQHVV VFHQDULRV LQ WKH WUHH &UHDWH WKH EXVLQHVV VFHQDULR LQ WDE ³6WUXFWXUH´ &UHDWH %XVLQHVV 6FHQDULR © SAP AG 2006 „ You can only set the scenario to “ Production” if all business processes of the scenario are in status “ Production” . © SAP AG SM100 11-70 .

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 .

Q DGGLWLRQ WKH EXVLQHVV SURFHVV UHSRVLWRU\ SURYLGHV \RX ZLWK D WHPSODWH OLEUDU\ RI VWDQGDUG EXVLQHVV SURFHVVHV © SAP AG 2006 „ If no appropriate logical components have been assigned to the solution to fit the business process the system assigns these components automatically when saving the process. processing information like transactions or reports is copied if this information has been maintained in the original business process. „ © SAP AG SM100 11-72 . However. In addition to business process steps. in this case it is not possible to choose between different logical components of the same product.&RS\ %XVLQHVV 3URFHVV <RX FDQ DOVR FRS\ EXVLQHVV SURFHVVHV PDLQWDLQHG LQ DQ\ LPSOHPHQWDWLRQ SURMHFW RI 6$3 6ROXWLRQ 0DQDJHU RU DQ\ RWKHU VROXWLRQ .

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. which transaction) in the nodes for the respective business process steps. © SAP AG SM100 11-73 . This information can you specify even more in detail (which program.

$UUDQJH 3URFHVV *UDSKLF DQG &UHDWH 3URFHVV )ORZV .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. Synchronous line: Line leaves the box through one of the sides. © SAP AG SM100 11-74 .

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 . © SAP AG SM100 11-75 .

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

'HILQH 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê 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 6SHFLI\ WKH PRQLWRULQJ WHDPV ZKLFK WDNH SDUW LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ FRQFHSW © SAP AG 2006 „ In order to later on assign persons to certain monitoring tasks you have to group these persons into teams first. © SAP AG SM100 11-77 . You can create as many teams as you wish.

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

Q QRGH %XVLQHVV 3URFHVVHV FKRRVH ZKLFK RI WKH EXVLQHVV SURFHVVHV GRFXPHQWHG IRU WKH VROXWLRQ VKRXOG EH PRQLWRUHG )ODJ µ0RQLWRULQJ IRU WKH EXVLQHVV SURFHVVHV \RX ZDQW WR PRQLWRU © SAP AG 2006 „ The business scenario has to be in status 3URGXFWLRQ before you can activate the monitoring for a process. 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.&KRRVH %XVLQHVV 3URFHVV WR EH 0RQLWRUHG ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê . go back to the 6ROXWLRQ /DQGVFDSH 0DLQWHQDQFH and change the settings for the business scenario. So if you see this flag. Details for this can be found in the 1st level of the E2E training. 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. „ © SAP AG SM100 11-79 .

When you save. „ Node %30RQ SURFHVV QDPH! contains also a tab where you can document the restart procedure for the business process. sub-nodes for the selected business process steps as well as for the maintenance of interfaces are created within the session. © SAP AG SM100 11-80 .&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.

the respective sub-nodes are created for the selected monitoring types. When saving.).'HILQH 0RQLWRULQJ 2EMHFWV SHU %XVLQHVV 3URFHVV 6WHS ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìŠÙ´ã”ñ¡ÞŠÜŠÛ á ޔãEÛ Üå ä ï¥òpÙ!í!áUó ìœã ޝôÛ îŠÙ3á Ù!í é ÜŠÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æ´Ü¦î€á é ã Ù2ê é Þˆß îô¦æ´ß à¦Ù!êÚ Þœã á é ÙæÑß Ù´ã á ê õ êÑê´Û å”Ü ð ÞŠÜÛ á ޔãEÛ Ü¦å áEãEæÑܦêÑæÑí!áEÛ Þ”ÜÑê ݜÙ!á”àâ ð ÞˆÜÛ á ޔã Û ÜÑå8á æ2ê´ö¹ê è ވܦÚEÛ å”àã Ù3æ¦à¦á Þ ð æ!áEÛ í Ù ð æ¦Û ß ê3æ¦ÜÑî€ÝÙÑã ô´Û í2ـؐÙ2ê¦ö ð Ù2ê2êÑæÑåÙ!ê &KRRVH IRU HDFK EXVLQHVV SURFHVV VWHS LQ QRGH %XVLQHVV 3URFHVVHV  %30RQ SURFHVV QDPH!  6WHS VWHS QDPH! 6. both cross application relevant (for instance monitoring of dialog performance on function code level) and application relevant (for instance MRP run monitor. „ © SAP AG SM100 11-81 . Monitoring Type $SSOLFDWLRQ 0RQLWRU contains an ever growing number of monitoring objects.'! ZKLFK DUHDV VKRXOG EH PRQLWRUHG WR HQVXUH WKH VPRRWK UXQQLQJ RI WKH EXVLQHVV SURFHVV &KRRVH WKH PRQLWRULQJ W\SHV UHOHYDQW IRU WKH EXVLQHVV SURFHVV VWHS © SAP AG 2006 „ „ The monitoring type can contain more than one monitoring functionality. APO Demand Planning log monitor etc. warehouse monitor.

© SAP AG SM100 11-82 . name of transactions that should be monitored. Purpose of the technical information is to identify exactly the technical object that should be monitored.3HU 0RQLWRULQJ 2EMHFW 3URYLGH 7HFKQLFDO 'HWDLOV ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê 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 3URYLGH WHFKQLFDO GHWDLOV © SAP AG 2006 „ „ Technical details include name and scheduling information of background jobs. object and sub-object of the application log to be monitored etc.

for instance if a job cancels. © SAP AG SM100 11-83 . alerts can have the statuses green. These alerts are raised if a certain status is reached for a technical object. you don’t have to specify thresholds but instead define which alert should be raised if the status is reached. yellow and red (pretty much like a traffic light). During the monitoring. For these.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. Some alerts are status alerts.

In particular.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  $VVLJQ GHOHWH RU LQVHUW PRQLWRULQJ WUDQVDFWLRQV © SAP AG 2006 „ 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.3HU 0RQLWRULQJ 2EMHFW $VVLJQ 0RQLWRULQJ 7UDQVDFWLRQV ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê . „ „ © SAP AG SM100 11-84 . Monitoring transactions may include customer written transactions. enabling you to jump directly from an alert in the Solution Manager into the transaction in the respective satellite system. 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.

i. there is no cross-checking if the entered URLs make sense for the respective monitoring type or if they exist at all.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  $VVLJQ GHOHWH RU LQVHUW 85/V IRU IXUWKHU DQDO\VLV © SAP AG 2006 „ The URLs defined here will appear as direct links from the SAP Solution Manager to the Internet during the handling of the monitoring. 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.3HU 0RQLWRULQJ 2EMHFW $VVLJQ 0RQLWRULQJ 85/V ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê . further paths to analyze the problem or a knowledge database in the intranet where you can check for repetitive problems. As well as for the monitoring transactions. „ © SAP AG SM100 11-85 .e.

The monitoring activities you have defined here you can later on generate into a MSWord Report.3HU 0RQLWRULQJ 2EMHFW 6HW XS 0RQLWRULQJ 7DVNV ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê 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 „ 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. You can specify what exactly each person has to do for monitoring and what has to be done with alerts. © SAP AG SM100 11-86 .

6HW XS 0RQLWRULQJ $FWLYLWLHV 7KH IROORZLQJ LQIRUPDWLRQ FDQ EH PDLQWDLQHG „ :KR LV VXSSRVHG WR PRQLWRU WHDP DQG SHUVRQ.

„ +RZ RIWHQ LV VXSSRVHG WR EH PRQLWRUHG VWDUWLQJ ZKHQ IUHTXHQF\ DQG VWDUW WLPH.

„ :KDW GRHV D SUREOHP LQGLFDWH SUREOHP LQGLFDWRUV.

„ :KDW KDV WR EH GRQH LQ FDVH RI D SUREOHP HUURU KDQGOLQJ.

„ :KR KDV WR EH FRQWDFWHG LI WKH SUREOHP FDQ¶W EH VROYHG HVFDODWLRQ SDWK.

• Frequency: Use the value help to specify at what frequency the specific monitoring activity is required. how to solve the problem/correct the error • Escalation Path: Succinctly specify how to proceed.: Use the value help.e. in a few words. • Problem Indicator: Describe. if the problem cannot be solved by the person responsible. The members of the monitoring teams have to have been specified before. '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. • Start Time: Specify at what time the required monitoring activity should start. The teams provided there have to have been defined before in the check 6ROXWLRQ 6XSSRUW 2UJDQL]DWLRQ . • Person Resp. i. what indicates a problem or error. • Error Handling: Briefly describe the way how to react in case of problems or errors. © SAP AG SM100 11-87 .

3HU 0RQLWRULQJ 2EMHFW &RQILJXUH $XWRPDWLF (PDLOV DQG 6HUYLFH 'HVN 0HVVDJHV ؐÙ!ÚEÛ ÜÙ¡ÝœÞß à¦á Û ÞˆÜÝ à´âŠâÑޔã á ä ã åæÑÜˆÛ ç—æ!á Û ÞˆÜ èvé ވ޴êÑÙë†à¦ê¦Û ܦÙ2ê!ê ìœã ޝíÑÙ!ê2êæ¦ÜÑîë àÑêÛ Ü´Ù!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦âÑêá Þ%ï´Ù ð Þ”Ü´Û á ވã Ù2î ؜Ù2ÚEÛ Ü¦Ùñ¡ÞŠÜŠÛ á ވã Û Ü2å ä ï¹ò ÙÑí!á êâ´Ù´ã”ëà¦êÛ ܦÙ!ê2ê ìœã ޝíÑÙ!ê2ê݈á Ù¦â ìˆÙ¦ãœñ¡ÞŠÜŠÛ á ޔãEÛ Ü¦å ä ï¹ò ÙÑí!áUó ìœã Þ¦ôŠÛ îŠÙ¡á Ù!í é ÜˆÛ í2æ2ß!îŠÙ!á æ¦Û ß ê æÑÜ´î‘á é ã Ù!ê é Þß î“ô¦æÑß àÙ!êÚ Þ”ã á é Ùæ2ß Ù¦ã á ê õ ê2êÛ åˆÜ ð ÞŠÜ¦Û á ޔãEÛ Ü´å áEã æ´Ü¦êÑæ!í2ápÛ ÞˆÜ¦ê ݜÙ!á”àâ ð Þ”Ü´Û á ޜã Û ÜÑå‘á æ2ê´ö¹ê è Þ”Ü´Ú Û åœàã Ù¡æ´àÑá Þ ð æ!áEÛ í Ù ð æ¦Û ß êæÑܦî€ÝœÙ¦ã ôŠÛ í2ـ؜Ù!êö ð Ù2ê2êÑæ!åˆÙ!ê <RX FDQ VHW XS QRWLILFDWLRQV HPDLOV RU 6HUYLFH 'HVN PHVVDJHV.

The prerequisites are contained in lesson 3 of this unit as advanced prerequisites. the settings for the whole business process will be taken into account. Please observe that for SAP Office Notifications (meaning emails and SAP Office mails) each one alert triggers one notification. If you leave the settings on step level empty. whilst for Service Desk messages you can specify which number of yellow or red alerts should trigger a message creation. 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 „ ([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 © SAP AG 2006 „ 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. Due to the period there can be a slight time difference between the occurrence of an alert and the notification being sent. „ „ „ © SAP AG SM100 11-88 . The sending of notifications is triggered by the execution of certain coding which is executed periodically.

6HW XS $XWRPDWLF 1RWLILFDWLRQV .Q WDE :RUNIORZ 1RWLILFDWLRQV \RX FDQ VHW XS DXWRPDWLF QRWLILFDWLRQV WR EH VHQW YLD 6$3 2IILFH 7KH UHFLSLHQW W\SH FDQ EH FKRVHQ YLD WKH YDOXH KHOS 3RVVLEOH DUH ÷ùø€ ú(û¡üpý û¡þ¡þ‘ÿ¡ £ ¢¤¢ ÷¦¥¨§©3üpý   ý  £§£ !#"$¥%"'& ÷¦(¤§0)©û1 ý "3254765898!ü )£ #ú–û3üTý ÷¦@3 A ú §B¡ C"325476D8E8!ü )¤ –ú–û3üpý (DFK DOHUW IRU WKH PRQLWRULQJ W\SH ZLOO WULJJHU D QRWLILFDWLRQ WR EH VHQW ¥wû3d ÿ cPegfDh¤iqp¤rts9hIuBvD¡§ F ¤ C¢¤ 0¡þ ¡ÿü ¢)ûý G1û¤HI¢#ûP"Q2D4 ü W)ý R B U þ  –W þ  ¤žû¡üpý ¢ ÿ ûA ú  !§B8)3ýTü  £TSIS£S§U ü CVW  R ¢¤ 3Q q¢W§€ý R 2ü §BwB© R ¢q ü £ I¢£¢ "2D4X"'§‘ý R !ü §Y¥0 û B û ` 30 ÿ ¢BHa¢£¡ X ú b 3x ÿ §B)¤ ¤¢¤¢Bw© R ¢t ü £ I¢W¢ 3x ÿ §B)¤ ¤¢¤¢P¢Wy BwI a)0b &‘t ü VI €£§B!ü 8!ü )v¤ û 2ü §30b © SAP AG 2006 „ Email Address: • Specify sender (user from client 000 with valid email address) • Specify valid email address as recipient address • Recipient type U „ 0RELOH 1XPEHU • 6SHFLI\ VHQGHU XVHU IURP FOLHQW  ZLWK YDOLG HPDLO DGGUHVV.

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 SM100 11-89 . • 6SHFLI\ WKH PRELOH QXPEHU DV IROORZV 606 • 5HFLSLHQW W\SH .

The text template is disregarded for automatic messages.Q WKLV FDVH \RX QHHG WR VSHFLI\ ZKDW QXPEHU RI \HOORZ RU UHG DOHUWV VKRXOG WULJJHU WKH FUHDWLRQ RI D 6HUYLFH 'HVN PHVVDJH © 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.6HW XS $XWRPDWLF 6HUYLFH 'HVN 0HVVDJHV . For manually created messages the text template helps the you to provide the correct information to the service desk employee. © SAP AG SM100 11-90 .Q WDE 6HUYLFH 'HVN 0HVVDJHV \RX FDQ VHW XS DXWRPDWLF PHVVDJHV WR EH VHQW WR WKH 6HUYLFH 'HVN RI WKH 6$3 6ROXWLRQ 0DQDJHU 6SHFLI\ WKH ÷¦48ÿÑü §‘ ÿ2ü yHIROORZLQJ §B8B‚I –úY I¢£¢û£`B  ÷„ƒ R   R  C§!GC“ü )W…V£ #ú I¢W¢û£`0 §ü ¢!¡§X©£ C¢£ I ÷¦@3 W§€ÿy 3ÿtG…W§ ü ¢§ÿ¡ W§“ÿ¡!ü#¤`AVI §ú I¢£¢û£`B £& ÷¦48x ÿ §)I ¤¢£¢W§€ ÿ #G!W§ ü ¢Px§…¢§‘ý †£ PVW )úA I¢£¢¡û¤` £& ÷ F  I‡£ F  ˆ ú ¡ý I û ¡ 8¡§‘T ÿ VW  ÿ §©ý  ú %\ PDUNLQJ ³$XWRPDWLF´ WKH PHVVDJH ZLOO EH VHQW DXWRPDWLFDOO\ .

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

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

'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 .

%XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ ‰3a‘ga’t“g”q •T– ”— ˜™“g”# . 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 11-94 .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. „ While there is one 6HWXS %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ that includes all business processes there are several %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQV. one for each business process that is monitored.

%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 .

© SAP AG SM100 11-96 . 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. Aggregated alerts are not deleted since they are used for Service Level Reporting. Reorganization takes place automatically every time you enter the Business Process Monitoring Session.

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

$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 . © 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.

$SSHQGL[ 8VH WKH 0RQLWRULQJ © SAP AG 2006 © SAP AG SM100 11-99 .

If you click on the name of the business process you' ll be brought to a more detailed graphic of the business process with the separate steps listed and the alerts aggregated for these steps. © SAP AG SM100 11-100 . 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.2EVHUYH $OHUWV 5HODWLYH WR WKH %XVLQHVV 3URFHVV dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ rmh –ts xEk£’adf|™t‘ •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$gt‡ 7KH DOHUWV IRU WKH EXVLQHVV SURFHVV FDQ EH DFFHVVHG LQ WKH 2SHUDWLRQV DUHD RI WKH 6$3 6ROXWLRQ 0DQDJHU <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 © SAP AG 2006 „ „ To access the monitoring graphic choose “ Solution Monitoring -> Business Process Monitoring” in the Operations area. You can see the aggregated alert for the business process in the monitoring graphic.

you will navigate to a more detailed graphic containing all the alerts corresponding to that business process step. © SAP AG SM100 11-101 .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.

you navigate to the Business Process Monitoring session.QIRUPDWLRQ dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ rmh –ts xEk£’adf|™t‘ •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$gt‡ 7KH GHWDLOHG DOHUW LQIRUPDWLRQ IRU D EXVLQHVV SURFHVV VWHS LV DFFHVVLEOH YLD OHIW PRXVH FOLFN RQ WKH DJJUHJDWHG DOHUW IRU WKLV VWHS 'HWDLOHG $OHUWV IRU D VLQJOH EXVLQHVV SURFHVV VWHS © SAP AG 2006 „ By clicking on an specific alert. where you can see detailed historical information about this specific alert.&KHFN 'HWDLOHG $OHUW . © SAP AG SM100 11-102 .

Q WKH GHWDLOHG DOHUW YLHZ \RX FDQ FKHFN YLD RSHQ DOHUWV IRU SUREOHP VLWXDWLRQV WKDW KDYH QRW \HW EHHQ VROYHG &KRRVH ³2SHQ $OHUWV´ WR YLHZ \HW XQVROYHG DOHUW VLWXDWLRQV © SAP AG 2006 © SAP AG SM100 11-103 .&KHFN IRU 2SHQ $OHUWV dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ rmh –ts xEk£’adf|™t‘ •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$gt‡ .

however. 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. 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. The concept of current status / open alerts is part of RZ20. „ © SAP AG SM100 11-104 . 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 $OHUWV SHU %XVLQHVV 3URFHVV 6WHS &KRRVH &KRRVH2SHQ 2SHQ$OHUWV $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. does not mean that the performance of this transaction has always been good in the past.

5HYLHZ +LVWRULF $OHUWV dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ rmh –ts xEk£’adf|™t‘ •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$gt‡ 7KH GHWDLOHG LQIRUPDWLRQ IRU WKH KLVWRULF DOHUWV LV DYDLODEOH LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ © SAP AG 2006 © SAP AG SM100 11-105 .

QIRUPDWLRQ *UDSKLFDO 'LVSOD\ &OLFNLQJ RQ DQ DOHUW LFRQ EULQJV \RX WR D GHWDLOHG RYHUYLHZ RI WKH DOHUWV IRU WKH UHVSHFWLYH EXVLQHVV SURFHVV VWHS ˆ W§0§¢¤  6û“ý  3ÿyxb ˆ ¤§0§0¢¤  6ûý  ÿEVb %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ &KRRVLQJ DQ DOHUW EULQJV \RX WR WKLV DOHUW LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ © SAP AG 2006 © SAP AG SM100 11-106 .$FFHVVLQJ +LVWRULFDO $OHUW .

you get entries into the alert table for every open alert. For each alert you get detailed information about when the alert occurred and what exact event triggered the alert.%XVLQHVV 3URFHVV 0RQLWRULQJ 6HVVLRQ 'HWDLOHG .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. © SAP AG SM100 11-107 . for instance. 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.

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

$FFHVV (UURU +DQGOLQJ 3URFHGXUHV DQG (VFDODWLRQ 3DWKV (UURU +DQGOLQJ 3URFHGXUHV DQG (VFDODWLRQ 3DWKV DUH DYDLODEOH LQ QRGH PRQLWRULQJ W\SH! © SAP AG 2006 © SAP AG SM100 11-109 .

© SAP AG SM100 11-110 .$QDO\]H 3UREOHP LQ WKH 6DWHOOLWH 6\VWHP dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ rmh –ts xEk£’adf|™t‘ •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$gt‡ /LQN WR PRQLWRULQJ WUDQVDFWLRQV LQ WKH VDWHOOLWH V\VWHPV © SAP AG 2006 „ Use the error handling procedures available in the SAP Solution Manager.

© SAP AG SM100 11-111 .$QDO\]H 3UREOHP LQ WKH 6DWHOOLWH 6\VWHP $FFRUGLQJ WR WKH HUURU KDQGOLQJ SURFHGXUHV GHWHUPLQH WKH FDXVH DQG HIIHFW RI WKH SUREOHP DQG GHFLGH RQ KRZ WR VROYH WKH SUREOHP © SAP AG 2006 „ Use the error handling procedures available in the SAP Solution Manager.

QIRUPDWLRQ /LQN WR 85/ :LWK WKH 85/ \RX FDQ SURYLGH PRUH GHWDLOHG HUURU KDQGOLQJ SURFHGXUHV © SAP AG 2006 © SAP AG SM100 11-112 .$FFHVV )XUWKHU .

&UHDWH 6HUYLFH 'HVN 0HVVDJH dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ rmh –ts xEk£’adf|™t‘ •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$gt‡  &KRRVH WR FUHDWH 6HUYLFH 'HVN PHVVDJH  © SAP AG 2006 0DUN DOHUWV UHOHYDQW IRU WKH 6HUYLFH 'HVN PHVVDJH © SAP AG SM100 11-113 .

6HUYLFH 'HVN 0HVVDJH 7KH QXPEHU RI WKH 6HUYLFH 'HVN PHVVDJH DV ZHOO DV LWV VWDWXV DUH GLVSOD\HG LQ WKH %XVLQHVV 3URFHVV 0RQLWRULQJ VHVVLRQ %\ GRXEOH FOLFNLQJ RQ WKH PHVVDJH QXPEHU \RX JHW GLUHFWO\ WR WKLV PHVVDJH LQ WKH 6HUYLFH 'HVN RI 6$3 6ROXWLRQ 0DQDJHU 'RXEOH FOLFN © SAP AG 2006 © SAP AG SM100 11-114 .

&RQILUP $OHUWV IRU 6ROYHG 3UREOHPV dfehg1a’ ˜g •Qi a’U”qg j  i “h”¡— ˜g$”#kl”ymg no g¤— ‘ggggg%p£’qk – ggqg rmh –tsfu g”t“a— i qv •Qi t’t”Ww ‘yxEk¤’9z{“h”¡— k¤‘ r mh –ts xEk£’adf|™t‘  •Qi t’t”tg j h˜a— g}~— gq”#kW’E— – •Qi t’t”tg ‘ “ i €g 5pW’tk£e i 1z‚— ‘ • h ”¡mg$ƒW“h”# i i — ”#$ƒ € g™”q1z r’tq“g”q„ƒ£I’ ˜a— –  u gg sf… gghg™“1†™ rkW‘yx— ’9z •3i a’U”qg$x9kW’ ƒWk i ˜g1v¨p£’qkWe i 1z$g ‡ &KRRVH WR FRQILUP WKH DOHUWV © SAP AG 2006 „ You can confirm alerts individually by marking the alerts and choosing “ Confirm selected” . It is also possible to mass confirm alerts (all yellow or all red) for a particular monitoring object. © SAP AG SM100 11-115 .

Here.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 . 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.

no data will be replicated into the Business Process Monitoring session.538 msec > 1.&RQILUPLQJ $OHUWV LQ WKH 'HWDLOHG $OHUW 9LHZ 0DUN DOHUWV WKDW VKRXOG EH FRQILUPHG DQG FKRRVH ³&RQILUP´ . the line • “ 1. time exceeds threshold..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. To replicate.” to be confirmed as well. dialog resp. 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. „ „ © SAP AG SM100 11-117 . not if just the parent MTE for the alerts has been confirmed.200 msec Transact-spec..

© SAP AG SM100 11-118 .

Sign up to vote on this title
UsefulNot useful