E2E040

E2E040

RunSAP & End-to-End Solution Operations Overview

NetWeaver 2004s

2008 / Q1

© SAP 2008

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Material number: 50089774

Copyright

Copyright 2008 SAP AG. All rights reserved. Neither this training manual nor any part thereof may be copied or reproduced in any form or by any means, or translated into another language, without the prior consent of SAP AG. The information contained in this document is subject to change and supplement without prior notice. All rights reserved.

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Course Prerequisites

Required Knowlege
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Basic understanding of SAP Basis and Applications Basic understanding of SAP NetWeaver Experience in SAP IT Management

© SAP 2008 / Page 1

Target Audience

This course is intended for the following audiences:
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SAP TQM/SAM/EA or other Service Consultants

Duration: 2 days

© SAP 2008 / Page 1

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User notes • These training materials are not a teach-yourself program. They complement the explanations provided by your course instructor. Space is provided on each page for you to note down additional information. • There may not be sufficient time during the course to complete all the exercises. The exercises provide additional examples that are covered during the course. You can also work through these examples in your own time to increase your understanding of the topics.

Course Goals

This course will prepare you to:
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Realize the vision and value of SAP E2E Solution Operations Comprehensive description of the Methodology and SAP E2E Solution Support Standards:
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“E2E Root Cause Analysis” “E2E Change Control Management” “E2E Business Process Integration and Automation”

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Understand the impact of the SAP E2E Solution Support Standards to customer’s service and support organization (SAP Solution Operations roles and responsibilities). Understand why SAP Solution Manager is the application platform for E2E Solution Operations Realize the potentials for customers to optimize quality management and your service and support procedures through the implementation and the use of SAP E2E Standards and SAP Solution Manager (including key success factors) Provide information how customers can be certified (including SAP CCC certification).

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© SAP 2008 / Page 1

Course Content Preface Unit 1 Introduction Unit 2 Strategy Unit 3 Standards Overview Unit 4 Root Cause Analysis Unit 5 Change Control Management Unit 6 Business Process Operations Unit 7 Technical Operations Unit 8 Implementation Roadmap © SAP 2008 / Page 1 .

13:30 13:30 .11:15 11:30 .17:00 Topics E2E Introduction and Overview SAP Support Strategy Lunch E2E Standards Overview E2E Root Cause Analysis + Exercise I (RCA context) © SAP 2008 .12:30 12:30 .Agenda Day One Time 10:00 .14:15 14:30 .

17:00 Topics E2E Change Control Management E2E Business Process Operations Lunch E2E Technical Operations Run SAP Roadmap (E2E Adoption at Customers) © SAP 2008 .11:30 11:30 .Agenda Day Two Time 09:00 .12:30 12:30 .13:30 13:30 .14:15 14:30 .

Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 1-1 .Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP .

Introduction Contents: „ „ „ „ E2E high level perspective SAP organizational model for solution operations SAP Standards for Solution Operations SAP Solution Manager as an E2E application platform © SAP 2008 © SAP AG E2E040 1-2 .

you will be able to: „ „ Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions Explain how SAP Solution Manager supports managing end-to-end solution operations © SAP 2008 © SAP AG E2E040 1-3 .Introduction: Unit Objectives After completing this unit.

Introduction: Unit Overview Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary © SAP 2008 / Page 1 © SAP AG E2E040 1-4 .

Complex Solutions become more critical » INCREASED LANDSCAPE COMPLEXITY Complexity #User Comment „ Every customer has mission critical applications along with integration needs Landscapes become more complex the larger and more integrated they are SAP provides advanced support options that mirror growth in size and/or complexity „ Manguis tic s R/3 Legac y S ys tem „ 2000 2007 2010 © SAP 2008 / Page 1 „ „ „ SAP came from message solving for critical SAP Application But today‘s and future solutions are more complex and it is even more difficult for SAP to “trouble shoot” Threfore SAP introduces new support offerings to improve and strengthen the collaboration between the customer support organization and SAP to manage the complexity successfully. © SAP AG E2E040 1-5 .

net World External Applications APO BW SRM SEM APO ESA R/3 ERP SEM SRM SAP Solution Manager © SAP 2008 / Page 1 „ „ „ „ „ „ „ „ Today complexity increases in the areas of Front-ends(e. mobile devices. and Internet browsers • Different server-side applications such CRM. But nevertheless the complexity needs to be managed.net. SAP XI/BI. Browser. SAP Solution Manager provides open hubs to plug in external technologies. Microsoft Office. SRM. Microsoft Office technologies) in the middleware layers (SAP EP. and BI on multiple platforms (ABAP. Adobe forms. portals.g. Java. SCM. third party integration like DUET) and also with the number of different backends From business perspective the technology risks increases. To support today’s SAP solutions: • Different client-side technologies such as mobile devices. . IT tries to hide the complexity from the user with integrated UI-scenarios and single sign on SSO. SAP Solution Manager does provide the E2E-Methodology to manage the complex SAP IT world.Complexity matters: Today‘s End-to-End Solutions become more complex User RFID Devices Portal Rendering Office Java World SAP Portal Web Services and xApps Analytics Duet Office Integration and Self-Services . and C++) „ „ SAP Solution Manager provides key capabilities to support distributed environments across different technology stacks. © SAP AG E2E040 1-6 .

Today‘s IT solutions require a clear end-to-end operations strategy End-to-End mission-critical operations is a challenge! Customer challenges: „ „ „ „ Availability? Complexity Technology Skills Resources Performance? Compliance? Data Integrity? Î Risk Î Costs Process and Data Transparency? How to implement mission-critical operations? © SAP 2008 / Page 1 „ „ SAP answers to those challenges with the end-to-end (E2E) Solution Operations standards. To provide sustainable TCO and mitigate operational risks. What does E2E mean: A full understanding of all technology-pieces within a solution. From the browser to the backend. © SAP AG E2E040 1-7 .

SAP takes the lead with E2E Solution Operations SAP’s End-to-End Solution Operations addresses these challenges! Customers ask: „ How do I implement mission-critical operations? SAP answers: With … „ „ „ „ „ Our know-how Our methods Our best practices Our tools Our trainings E2E Solution Operations is the basis for missioncritical operations! © SAP 2008 / Page 1 „ „ „ „ With governance based on SLAs and clearly defined interfaces to service providers With standardized and integrated support processes With enhanced diagnostic and life-cycle management capabilities With know-how and service offerings © SAP AG E2E040 1-8 .

SAP shares world class operations know-how SAP Standards for Solution Operations bring E2E Solution Operations to you! Solution Operations Standards: „ „ „ „ Business Define mission-critical operations processes Provide Best Practices and Implementation Roadmaps Based on a general organizational model Trainings / Certifications are available Global Business Process Champion Regional Business Process Champion End User. Key User Program Management Office (PMO) Application Management Business Process Operations IT Infrastructure IT Outtasking Outsourcing SAP Technical Operations Custom Development These Standards are the core of E2E Solution operations! © SAP 2008 / Page 1 „ intentionally blank © SAP AG E2E040 1-9 .

© SAP AG E2E040 1-10 . The Work Center concept will be introduced with SolMan SP 15 in Jan 2008.SAP offers a standard application management platform for Solution Operations Standards Mission-critical operations build on SAP Solution Manager! SAP Solution Manager provides: „ „ „ „ „ „ Business Role-based Work Centers Workflows Compliance dashboard KPI‘s and SLA‘s Reporting Content & methodology for implementing operations processes IT Global Business Process Champion Regional Business Process Champion End User. Key User Program Management Office (PMO) Application Management Business Process Operations IT Infrastructure SAP Technical Operations Custom Development Outtasking Outsourcing SAP Solution Manager supports all standards! © SAP 2008 „ „ „ „ „ SAP Solution Manager provides: Role-based Work Centers with Workflows KPI‘s and SLA‘s Reporting Content & methodology for implementing operations processes The Role-based Work Centers will change the way of working with Solution Manager dramatically.

tools and best-practices to customers and partners Enablement of Mission Critical Support Training Certifications No doubts about insufficient skills! © SAP 2008 / Page 1 „ intentionally blank © SAP AG E2E040 1-11 .SAP transfers its knowledge expertise throughout professional E2E Training Curriculums and Certifications E2E Trainings & Certifications provide the skills for mission-critical operations! The E2E Training Curriculum and the Certifications: „ „ „ „ „ Secure quality for the whole ecosystem Reduce risk for out-sourcing/-tasking Provide access to best-in-class knowledge Knowledge of methods.

a support offering that enables end-to-end solution operations at lower total cost and across mission-critical support systems. Enterprise Support.SAP Support Commitment to Customers Increased Customer Value at Lower Operational Cost As IT landscapes grow and solutions become increasingly mission-critical. the cost of successfully operating an IT landscape becomes a key business issue „ Lack „ High „ Lack of common support standards increase risk of failure cost to acquire and retain the needed skills to support many systems of best practices and tools to support mission critical systems operations need to assure quality in an integrated and mixed system IT landscape „ Increased To optimize operations and to reduce cost SAP has embraced its understanding from thousands of customers and created „ End to End solution operation standards that span customers' mission-critical operations landscapes to reduce the risk of failure and to increase the skill base. a robust operational methodology that underpins these standards and complements SAP’s implementation methodology ASAP (AcceleratedSAP). SAP. „ Run „ SAP © SAP 2007 2008 / Page 1 „ intentionally blank © SAP AG E2E040 1-12 .

Introduction: Unit Overview Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary © SAP 2008 © SAP AG E2E040 1-13 .

the business process champion is often the only resource that can resolve exceptions in business execution Consequently. the business process champion is the expert on the process requirements. exception handling and data integrity are the standards for this role © SAP AG E2E040 1-14 .SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion Regional Business Process Champion IT © SAP 2008 „ „ „ Located in the business unit. implementation and continuous improvement Due to profound knowledge on the business processes.

incident management is the primary standard for this role © SAP AG E2E040 1-15 .SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. Key User Regional Business Process Champion Outtasking IT © SAP 2008 „ „ „ End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities End users and key users are the first line of troubleshooting and feedback to the entire IT operation Consequently.

implementation and continuous improvement of the business processes in the solution landscape All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape As such. Key User Regional Business Process Champion Program Management Office (PMO) Outtasking IT © SAP 2008 „ The program management office is the central group in the customer business unit that is responsible for the overall planning. change request management takes up the greater part of activities for the program management office Moreover.SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. this role also covers the standards for upgrade and eSOA readiness „ „ „ © SAP AG E2E040 1-16 .

key-users and the program management office use the services of IT for a wide variety of tasks Consequently. and remote supportability are the standards for this role © SAP AG E2E040 1-17 . change control management. Key User Regional Business Process Champion Program Management Office (PMO) Application Management Outtasking IT © SAP 2008 „ „ „ The Application Management organization is the key interface between business and IT departments End-users. root cause analysis.SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. minimum documentation.

or root cause analysis However. custom development is involved in many of the SAP solution operations standards. such as change request management. For the standards it is not relevant if a task or standard is used inside a customer or by a external party. „ „ „ © SAP AG E2E040 1-18 . These terms are only for reference to similar SAP slide decks. custom development does not own any of the standards “outsourcing” or “outtasking” are NOT releavant. upgrades. interface development and custom code development to address the business requirements In this way. This includes a variety of development tasks covering application customization. eSOA readiness.SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. change control management. Key User Regional Business Process Champion Program Management Office (PMO) Application Management Custom Development Outtasking IT © SAP 2008 Outsourcing „ Custom development primarily adapts SAP standard applications and interfaces to specific business needs.

job scheduling management and transactional consistency are the relevant standards for this role “outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. data volume management. Seamless business operations require a reliable data flow between the units Therefore. business process and interface monitoring. For the standards it is not relevant if a task or standard is used inside a customer or by a external party. Key User Regional Business Process Champion Program Management Office (PMO) Application Management Custom Development Business Process Operations Outtasking IT © SAP 2008 Outsourcing „ „ „ The focus of business process operations is geared towards business critical processes.SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. © SAP AG E2E040 1-19 .

For the standards it is not relevant if a task or standard is used inside a customer or by a external party. These terms are only for reference to similar SAP slide decks. the main focus points are system administration and system monitoring “outsourcing” or “outtasking” are NOT releavant. „ „ „ © SAP AG E2E040 1-20 .SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. Key User Regional Business Process Champion Program Management Office (PMO) Application Management Custom Development Business Process Operations SAP Technical Operations Outtasking IT © SAP 2008 Outsourcing „ The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape The key role for SAP technical operations is the system administrator Specifically.

Key prerequisite for efficient collaboration of the involved groups is the clear definition of processes. This becomes even more important if customers engage service providers to execute some of the tasks or even complete processes. For the standards it is not relevant if a task or standard is used inside a customer or by a external party. service level agreements (SLAs). Key User Regional Business Process Champion Program Management Office (PMO) Application Management Custom Development Business Process Operations SAP Technical Operations Outtasking Outsourcing IT Infrastructure IT © SAP 2008 „ Efficient collaboration between these teams is required to optimize the operation of SAP-centric solutions. responsibilities. Customers have to closely integrate the providers of outtasking and outsourcing services into the operation of their solutions. These terms are only for reference to similar SAP slide decks. “outsourcing” or “outtasking” are NOT releavant.SAP Standards for Solution Operations define Operations Processes Strategy and Corporate Policies Business Global Business Process Champion End User. „ „ © SAP AG E2E040 1-21 . and key performance indicators (KPIs) to measure the fulfillment of the service levels.

one of these roles acts as the owner of the standard at the customer. this assignment of owners may differ from customer to customer. Although multiple roles may be involved in a standard process. information regarding the assignment of tasks to the different roles. descriptions on which tools should be used. and available services which support the adoption of the standard. However. This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards. „ „ „ © SAP AG E2E040 1-22 . Each standard contains best-practice procedures on how to perform the individual tasks. Key User Program Management Office (PMO) Change Request Management Upgrade eSOA Readiness Testing Root Cause Analysis Change Control Management Minimum Documentation Remote Supportability IT Custom Development Application Management Business Process Operations SAP Technical Operations System Administration System Monitoring IT Infrastructure Business Process and Interface Monitoring Data Volume Management Job Scheduling Management Transactional Consistency © SAP 2008 „ „ The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model. available training offerings.The SAP Standards for Solution Operations are based on an Organizational Model SAP Standards for Solution Operations define Operations Processes Business Incident Management Exception Handling Data Integrity Global Business Process Champion Regional Business Process Champion End User.

periodic maintenance and urgent corrections. These different change requests can affect one system and/or several systems within a SAP solution landscape. technical description. All information for process standards are covered by white papers. The change request management standard provides transparency of the software and customizing changes. The program management office is responsible for managing all types of application change requests initiated by the business process champion. These change requests originate from business process changes. It is the main communication channel between the program management office and the application management organization. change request management is closely related to the change control management standard. After the program management office approves the change request. Both the business units and the IT organization are involved in change request management. trainings and certifications. the Technical Operation group deploy the change and finally the Business Process Champion Sign-off to close the change request. Æ The second involved issues is training and certification. provided by SAP.SAP Standards for Solution Operations cover all support processes Process Standards “Change Request Management” & “Change Control Management” Example: Champs Request Business Change * Implement Change Monitor Change PMO Appl Mgmt Tech Op Test Change Deploy Change Sign-off Change Available Information „ „ „ „ *Business Changes = Request Adaptation or Request Project White Papers Detailed technical description Training Courses Certifications © SAP 2008 / Page 1 „ The following scenario outlines a typical setup and involved roles for the change request management process: An Business Process Champion request an business change like a process adoption or a new or upgrade project. the project history. the application management organization performs related activities to implement and test the change. and the involved roles and departments. these changes are transported through the whole solution landscape and allow for auditability. Therefore dependencies between multiple systems have to be considered. Technically.and upgrade projects. Therefore. implementation. „ „ „ „ © SAP AG E2E040 1-23 .

Transactional Consistency System Administration. Data Volume Management. Job Scheduling Management. Minimum Documentation. System Monitoring „ Get through all roles and standards per role (again) © SAP AG E2E040 1-24 . eSOA Readiness. Testing Root Cause Analysis. Key User Key Standards and Practices Incident Management Business Process Champion Program Management Office Application Management Business Process Operations Technical Operations © SAP 2008 / Page 1 Exception Handling. Remote Supportability Business Process and Interface Monitoring.SAP Standards for Solution Operations Owner End User. Change Control Management. Upgrade. Data Integrity Change Request Management.

Introduction: Unit Overview Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary © SAP 2008 / Page 1 © SAP AG E2E040 1-25 .

© SAP AG E2E040 1-26 . all different parties within SAP are up-to-date and aligned in using Solution manager as a collaboration hub.SAP Solution Manager as collaboration platform SAP SAP Partner SAP Service Marketplace SAP Customer SAP Consulting Support organization (CCC) SAP Experts Knowledge Application Management © SAP 2008 / Page 1 „ The Solution Manager is the central collaboration platform for Customer – SAP communication including all partners and parties.

ƒ Test management Service Desk ƒ Best Practices for messaging ƒ Integration of 3rd-party help desks Change Request Management ƒ Follows ITIL standards ƒ Maintenance processes Root Cause Analysis Delivery of SAP Services ƒ Onsite/remote delivery ƒ Issue Management ƒ Safe remote access ƒ Performance measurement ƒ Logs and Dumps ƒ Traces ƒ Technical configuration © SAP 2008 / Page 1 = Required for the delivery of SAP Standard Support Services „ „ „ „ Minimal requirements for a setup SolMan at the customer are: Support/usage od Solution Manager for the Delivery of SAP Services (Onsite/remote delivery. E-learning mgmt. Issue Management) Root Cause Analysis using Diagnostis SAP EarlyWatch Alert (when feasible and supported in the solution) to monitor and collect system data pro-activly © SAP AG E2E040 1-27 . Test management Solution Monitoring ƒ ƒ ƒ ƒ ƒ ƒ System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch Alert CORE BUSINESS PROCESSES Upgrade of SAP solutions ƒ SAP methods & tools ƒ E-learning mgmt.TODAY: SAP Solution Manager provides scenarios for all phases of the application management life cycle Implementation of SAP solutions ƒ ƒ ƒ ƒ ƒ SAP methods & tools Global rollout Customizing sync.

Solution Manager Work center Roadmap Roadmap for Work Centers Phased Approach „ „ SAP Solution Manager 7. Access via separate transaction In new SAP Solution Manager Release all Work Centers are fully integrated based on new UI framework SAP Solution Manager 7.0 (formerly Version 4.1.0) with current UI framework can be used for new Work Centers.08 – RampUp until March 08 Q1/2008 – Global Availability © SAP 2008 / Page 1 © SAP AG E2E040 1-28 .0 with current UI SPS15 Delivery of new Work Centers New SAP Solution Manager only with new UI 2006 2007 2008 2009 2010 2011 28.

SAP Solution Manager offers role-based work centers SAP Solution Manager Work Centers … • • • • … are based on SAP Standards for Solution Operations … are role-based … are easy to use and learn … are available for SAP Solution Manager 4.0 Business Process Champions Request Business Change Program Management Office Application Management Technical Operations Available Work Centers with SPS 15 Implement Change Monitor Change Test Change Deploy Change Sign-off Change • • • • • • • • • • • Solution Landscape/Operation Setup Change Management Incident Management Service Delivery Business Process & Interface Monitoring Job Schedule Management System Monitoring System Administration Diagnostics: Root Cause Analysis Implementation & Upgrade System Landscape Management © SAP 2007 2008 / Page 1 „ SAP Solution Manager Work Centers ensure smoother access to users operations functions © SAP AG E2E040 1-29 .

Introduction: Unit Overview Introduction Lesson 1: Overview Lesson 2: SAP Standards for Solution Operations Lesson 3: SAP Solution Manager Lesson 4: Summary © SAP 2008 / Page 1 © SAP AG E2E040 1-30 .

Summary SAP helps customers to efficiently manage their SAPcentric solutions with SAP’s Standards for Solution Operations. Full control of customers operations processes aligned to the SAP E2E Solutions Operations Roadmap Enabling the of all capabilities (analysis. change control and monitoring) for a Best-in-class customers solution operations Solutions Operations speed up problems resolution and the efficiency of the customer support organization Best-in-class solution operations means implementation of SAP standards with minimum investment © SAP 2008 / Page 1 © SAP AG E2E040 1-31 .

com/runsap „ http://service.com © SAP 2008 / Page 1 © SAP AG E2E040 1-32 .sap.More on E2E… E2E050 e-Learning "E2E050 Solution Scope and Documentation” SAP Service Market place „ http://service.com/supportstandards Further Questions „ E2Esolutionoperations@sap.sap.com/testing „ http://service.sap.sap.com/changecontrol „ http://service.sap.com/e2e „ http://service.sap.com/diagnostics „ http://service.

Introduction: Unit Summary You should now be able to: „ „ Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions Explain how SAP Solution Manager supports managing end-to-end solution operations © SAP 2008 / Page 1 © SAP AG E2E040 1-33 .

© SAP AG E2E040 1-34 .

Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP.Implementation Methodology and Roadmap © SAP AG 2008 / 1 © SAP AG E2E040 2-1 .

Strategy Contents: „ „ Risk areas in customer projects SAP’s support offerings © SAP 2008 „ Intentionally blank © SAP AG E2E040 2-2 .

you will be able to: „ „ „ Explain the challenges during customer engagements Understand the major risks in customer projects Describe the SAP Methodology to support customers proactively in all phases of the live cycle SAP of SAP software © SAP 2008 „ Intentionally blank © SAP AG E2E040 2-3 .Strategy: Unit Objectives After completing this unit.

Strategy: Unit Overview Strategy Lesson 1: Typical risks Lesson 2: How SAP can help © SAP AG 2008 / 1 „ Intentionally blank © SAP AG E2E040 2-4 .

Normal escalation process ? © SAP 2008 ?? ? SAP engagement comes too late to prevent problems! „ „ „ SAP projects start with a vision and a plan for implementing the project During the projects more and more risks. questions and concerns come up If these topics and issues remain unchanged the project may run into troubles or escalations © SAP AG E2E040 2-5 .

© SAP AG E2E040 2-6 .Escalations in SAP implementation projects SAP engagement should be able to pre-empt risks earlier! © SAP 2008 „ „ The normal escalation phases are short before and short after the going live date. This is usually too late to bring in the SAP experience to mitigate.

Risk areas in implementation projects Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 „ During a risk assessment has been taken 90 SAP customer projects in to account 8 risk areas has been defined from the SAP global risk management group. © SAP AG E2E040 2-7 .

© SAP AG E2E040 2-8 . The conclusion is that specialist must be involved in this phase to mitigate risks.533 Risks in SAP implementation projects identified (in %) 6% 8% 7% 7% 7% 9% 37% 19% Solution Feasibility Project Management Architecture and IT Strategy Functional / Integrational Readiness Change Management Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 „ „ The risk assessment has been taken 90 SAP customer projects in to account This slides shows the risk percentage in the areas. Interesting is that the most issues are belonging to the concept phase of the project.

„ IT solutions must adjusted more quickly to business needs. „ The business requires flexible IT operations at reasonable costs. User „ How can I maintain stability of mission-critical IT solutions while continuing to respond to business needs? How can I standardize and improve the operational excellence within my IT organization? External Applications RFID Devices Portal Rendering Office SAP Portal Analytics Duet . „ The operation of IT solutions is mission-critical for the business.net World „ APO BW SRM SEM R/3 ERP APO SEM SRM ESA © SAP 2008 „ The main questions customer are asking SAP © SAP AG E2E040 2-9 .Run SAP Methodology mitigates risks for operational IT challenges „ IT solutions are increasingly complex.

Operational capabilities are listed in the SAP Operational Standards (SAP specific) or in ITIL (in general) © SAP AG E2E040 2-10 .Why Operational Changes Often Fail (I) Poorly defined budget Unclear or nonspecific objectives Lack of resource continuity Stakeholder differences lack of success Low quality of estimates Lack of management attention Lack of coordination with other activities No controlled milestones © SAP AG 2008 / 1 „ „ Listed risks for operational changes. Based on the experience with many customers SAP has understood that operational changes are not likely to be implemented during a implementation/upgrade project.

Why Operational Changes Often Fail (II) Operational guidelines not part of development Daily operations in parallel No operational requirements collected Lack of ownership lack of success No organizational development Missing long term planning No prepared processes No planned skill development © SAP AG 2008 / 1 „ Intentionally blank © SAP AG E2E040 2-11 .

Categorized Lack of management attention Unclear or nonspecific objectives No prepared processes Operational guidelines not part of development Low quality of estimates Lack of resource continuity Stakeholder differences Missing long term planning No controlled milestones Lack of ownership No planned skill development No operational requirements collected Lack of coordination with other activities Poorly defined budget Daily operations in parallel No organizational development Clear Targets Good Planning Controlling Organizational Readiness Balanced Skillset There is a need for a proven methodology for operational changes © SAP AG 2008 / 1 „ Therefore operational changes needs to be planned and implemented either seperatly or in parallel to a implementation/upgrade project.Risk for operational projects . © SAP AG E2E040 2-12 .

Manage every significant operational change as a project. Use a proven methodology in this process. Align every operational project to a clear process. © SAP AG 2008 / 1 „ Intentionally blank © SAP AG E2E040 2-13 .Successful Operational Changes Clear Targets Good Planning Controlling Organizational Readiness Balanced Skillset Methodology Project management Process Run SAP is the recommended methodology for Operations projects.

Advantages of Using Project Management to Implement Operational Changes Plan and Schedule „ „ „ „ Responsibility „ „ „ „ „ Clearly defined budget Project plan and work breakdown structure Structured timeline Milestones Management attention Stakeholders from business and IT Project manager Periodic reporting procedures Clearly defined escalation path Targets „ „ „ Project management „ „ „ Environment Requirements management Scope management Agreement of project volume Need for organizational change Identification of technical prerequisites Change control management z Project management methodology ensures changes are measurable and approved by all relevant stakeholders © SAP AG 2008 / 1 „ „ Project management methodology ensures changes are measurable and approved by all relevant stakeholders A project structure for operational changes does make it more likely that the changes do meet given requirements © SAP AG E2E040 2-14 .

Strategy: Unit Overview Strategy Lesson 1: Problems during an Engagement Lesson 2: How SAP can help – The Run SAP approach © SAP AG 2008 / 1 „ Intentionally blank © SAP AG E2E040 2-15 .

links to Standard SAP Documentation. AcceleratedSAP is the SAP Methodology for the Implementation (Initial. procedures.com/asap © SAP AG 2008 / 1 „ „ „ „ „ „ „ Why use a methodological approach to Implementation? Investing in a new business solution can bring major benefits to an organisation. upgrade. Template. ) of SAP Solutions.Accelerated SAP (ASAP) Methodology mitigates risks in implementation projects ce xperien e n o i t a ment P imple A S e g Levera Description „ AcceleratedSAP methodology is proven. Upgrade. Extension) of SAP Solutions. More info http://service. Extension) of SAP Solutions. • AcceleratedSAP (Methodology) Expertise SAP knows SAP best and based on its vast experience provides this knowledge in concentrated form to its customers & partners through AcceleratedSAP. accelerators checklists. On the other hand less than 10% of projects perceived to have failed did so because of technology driven causes. • AcceleratedSAP (Methodology) Toolset the tools necessary for the Implementation (Initial. Extension. tools and expertise from thousands of successful implementations. • AcceleratedSAP (Methodology) Roadmaps the guidance and navigation necessary for the Implementation (Initial. Extension) of SAP Solutions and supports cost effective and speedy Implementation of the SAP Solutions It has the following constituent parts: • AcceleratedSAP (Methodology) Content the structured methodology content (processes. A recent survey of software implementations showed that over 30% of projects perceived to have failed did so because of a lack of effective project planning. etc. „ AcceleratedSAP provides content. upgrade. necessary for the Implementation (Initial. etc. The success or failure of a new Solution depends on how well it is implemented.sap. Upgrade. E2E040 2-16 © SAP AG . repeatable and successful approach to implement SAP solutions across industries and customer environments.

Comparing ASAP with Run SAP 1/2 z Run SAP has a similar approach to ASAP RunSAP © SAP AG 2008 / 1 „ „ „ ASAP and RunSAP shows a very similar structure The ASAP Goal: Run implementation projects successfully The RunSAP Goal: Establish E2E Solution Operations to run SAP mission critical solutions successfully © SAP AG E2E040 2-17 .

© SAP AG 2008 / 1 © SAP AG E2E040 2-18 .Comparing ASAP with Run SAP 2/2 „ Accelerated SAP (ASAP) provides a proven methodology to streamline implementation and upgrade projects. business process operations and NetWeaver administration. „ Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations with focus on application management.

Implement E2E Solution Operations with Run SAP „ Run SAP is „ASAP for Operations“ It provides Best Practices. enables automation and hence a reduction of cost of operations. This helps to avoid errors. to smoothen and accelerate the process flow. Data consistency and transparency. as well as maintainability and upgradeability. „ © SAP AG E2E040 2-19 . Training and tools for E2E Solution Operations Run SAP SAP Standards for Solution Operations Define central E2E operations tasks Roadmap Accelerate the implementation of E2E operations Trainings & Certification Provide up-to-date skills for the ecosystem Services Engage SAP to implement E2E operations SAP Solution Manager Provides all tools for E2E operations Run SAP facilitates the implementation of E2E Solution Operations © SAP 2008 „ „ By leveraging the RunSAP methodology with it’s standards and best practices you will benefit from the experience of the SAP. mitigate risks. increase the availability and performance of the SAP solution. By implementing E2E Solution Operations with RunSAP and SAP Standards SAP guarantees Business Process Availability. Content. Business Process Performance. Services.

Run SAP Methodology to accelerate the implementation of E2E capabilities Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Run SAP Setup Phases Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Final Testing Change Management Technical Requirements and Architecture Assessment and Scoping Project Setup Run SAP Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Transition into Production SAP Application Management Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management © SAP 2008 „ „ The RunSAP Methodology is addressing the operational risks It starts always with assesment and scoping that triggers particular implentation work streams (e.g. change mangement implementation) © SAP AG E2E040 2-20 .

© SAP AG E2E040 2-21 . but you should see the sun when you are going live.Holistic risk mitigation makes your projects a success „ „ Holistic risk mitigation and close collaboration during all project phase Reducing and mitigation risks with the proven methodology for implementation/upgrade projects and the operational perspective © SAP 2008 „ Implementing the SAP Methodology during the implementation/upgrade projects and for the operational change does give you a higher chanche for: thunder and lightning in the project phases.

Introduction: Unit Summary You should now be able to: „ Explain the challenges during customer engagements and describe the SAP Methodology to support customers proactively in all phases of the live cycle SAP of SAP software © SAP 2008 © SAP AG E2E040 2-22 .

Appendix – Clustered Top 10 Risks © SAP AG 2008 / 1 „ „ For your reference: Clustered Top 10 Risks out of 533 risk in total © SAP AG APPENDIX E2E040 2-23 .

2. 8. Blueprint doesn‘t cover all business requirements. 10. 1. 6. Ongoing development in project. Rebuild or copy of systems. Missing functionality due to local customization. Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-24 . Requirement and solutions built do not match. Consultancy services are not SAP product savvy. 4. High volume of interfaces & its complexity. Missing/poor documentation of business process.Solution Feasibility Customized code instead of standard shipped content. 3.1. 5. Development unaligned with true requirements. Risk Assessment . 9. 7.

Project team has limited experience with large project scope/scale. 7. Moving targets within project lifecycle. Poor project planning. Request and solution mismatch. 8. 5.Program / Project Mmgt. Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-25 . Inefficient reporting hierarchy (stakeholders not kept in the loop). 2. Unclear responsibilities and ownership. 1. Risk Assessment . No control procedure/process. Readiness Business concepts not fully mapped. 3.2. 6. 9. 4. 10. Project phases not aligned with deliverables (unstructured). Critical path not visible.

3. 8. 6. Hardware not sized accordingly. 10. Large SAP system landscape. Risk Assessment . 4. 7.Architecture and IT Strategy Multiple system landscapes supported by many complex interfaces. 3. Missing release strategy. Undefined software change management strategy. 9. 1. No cutover strategy for existing systems. 2. Missing transport migration concept. 5. Missing documentation of legacy system. Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-26 . Integration with non SAP products unclear. Cross functional process impact unknown.

Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-27 . Insufficient training for key users. 9. Inconsistent testing approach. Risk Assessment . Batch job support was not integrated. 6. 8. Poor/missing test data. Data volume stress testing concept not incorporated. Business requirements are not taken into consideration. 5.4. 1. 4. Functional tests have not been executed. 7. Job management scheduling control unknown. 3. 10. 2. Business blueprint and solution are not aligned.Functional / Integration Readiness No integration test planning.

3. 7. Little project experience to train a large group. Ineffective training for key users. Scarce business involvement. Organizational changes are not synergized/aligned within the project. 9. 5. 4. 1. Process adoption from AS-IS state. Change Management process not established. 6. Large number of end users had to be trained (>9000).Change Management Readiness Little/No engagement of stakeholders. Risk Assessment . 8. New processes are not adopted within the organization. Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-28 . no optimization/improvement.5. 2. Ineffective training for end users. 10.

Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-29 . High additional maintenance after data conversion. Possible inconsistencies between Q and P systems. No authorization concept.6. 1. 7. Job preparation not well executed. Transport path to production not setup correctly. 2. 10. 6. 4. Cut-Over Plan not exhaustive. 8. Risk Assessment . 3. 5. Data conversion runtime. Unforeseen data growth volume.Technical Readiness Performance optimization not utilized. Job scope was underestimated and poorly tested. 9.

2. No concept for archiving. 7. 6. No backup concept. SAP–GUI rollout was not in time. Monitoring process for critical processes was not established. Critical batch jobs were not assigned. No planning for performance tests. Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-30 .7.Operation Readiness No Fall-back strategy. 5. 8. Risk Assessment . Modification/ customer own program development led to performance problems. 10. 4. 1. 3. Volume test confirmed without the full data amount. Hardware-sizing was not adopted to change requests. 9.

Risk Assessment . 9. 2. 3. Not enough support for system administration tasks. 8. CCC cannot provide a global Support structure (7*24). Solution Feasibility Program /Project Management Readiness Architecture and IT Strategy Functional / Integration Readiness Change Management Readiness Technical Readiness Operations Readiness Support Readiness © SAP AG 2008 / 1 © SAP AG E2E040 2-31 . 1. 4. Hotlines are always busy. 7.8. Message support not responded within SLA. No clear ownership of support issue. Missing Support structure (> 1000 end-users). 6. Ambiguous error description. CCC employees not well trained.Support Readiness No CCC established for support. 5. SAP Notes not applied. 10.

© SAP AG E2E040 2-32 .

Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP.Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 3-1 .

Standards Overview Contents: „ „ Details of the SAP Standards for Solution Operations Assignment of standard owners as proposed by the organizational model for solution operations © SAP 2008 / Page 1 © SAP AG E2E040 3-2 .

you will be able to: „ Explain the SAP Standards for Solution Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-3 .Standards Overview: Unit Objectives After completing this unit.

Minimum Documentation. However. Change Control Management. one of these roles acts as the owner of the standard at the customer. This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards. Each standard contains best-practice procedures on how to perform the individual tasks. Data Volume Management. Although multiple roles may be involved in a standard process. Job Scheduling Management. Data Integrity Change Request Management. available training offerings. Key User Incident Management Business Process Champion Program Management Office Application Management Exception Handling. this assignment of owners may differ from customer to customer. „ „ „ © SAP AG E2E040 3-4 . information regarding the assignment of tasks to the different roles. Testing Root Cause Analysis. Transactional Consistency System Administration. and available services which support the adoption of the standard. descriptions on which tools should be used. eSOA Readiness . System Monitoring Business Process Operations Technical Operations © SAP 2008 / Page 1 „ „ The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.SAP Standards for Solution Operations Owner Key Standards and Practices End User. Upgrade. Remote Supportability Business Process and Interface Monitoring.

Examples of SAP Tools used for Solution Operations Standards 1/2 Key Standards and Practices Functions/Tools Incident Management SAP Service Desk Exception Handling SAP Solution Manager Diagnostics (RCA) SAP Change Request Management SAP Solution Manager Diagnostics (RCA). Business Process and Interface Monitoring © SAP 2008 / Page 1 „ Each standard can use specific Solution manager tools/transactions to perform typical tasks. CA Wily SAP Solution Manager Business Process Monitoring Change Request Management Root Cause Analysis. © SAP AG E2E040 3-5 .

© SAP AG E2E040 3-6 .Examples of SAP Tools used for Solution Operations Standards 2/2 Key Standards and Practices SAP Tools Change Control Management SAP Solution Manager Diagnostics (RCA). OTO/CTS+ SAP Solution Manager Transaction “SMSY” and System Landscape Directory (SLD) SAP Solution Manager Test Workbench SM36/SAP Central Job Scheduling ABAP-sysadmin-tools. NonABAP-sysAdmin-tools Central Monitoring (CCMS) Minimum Documentation Testing Job Scheduling Management System Administration System Monitoring © SAP 2008 „ Each standard can use specific Solution manager tools/transactions to perform the typical tasks.

Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-7 .Standards Overview: Unit Overview SAP Standards for Solution Operations Lesson 1: SAP Standards for End User.

their root cause identified and the corrective action taken. © SAP AG E2E040 3-8 . the end user has to describe. When a disruption occurs that prevents an end user from performing his/her tasks in the IT solution. End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities End users and key users are the first line of troubleshooting and feedback to the entire IT operation Consequently.Incident Management The incident management standard: „ „ „ Defines processes and tools to manage the collaboration between the involved parties to resolve incidents efficiently Helps customers to accelerate incident resolution The service desk in SAP Solution Manager is SAP’s tool to manage incidents Risks : „ „ Negative impact on functionality or availability of critical processes during issue resolution Less availability of the IT solution © SAP 2008 / Page 1 „ „ „ „ „ „ Incidents in operations of mission critical applications can cause severe business loss if they are not properly managed. Key users provide first-level support. incident management is the primary standard for this role. categorize and prioritize the incident.

Incident Management .Messages © SAP AG E2E040 3-9 .

Workcenter Incident Management Workcenter Capabilities „ „ „ „ „ View and filter incidents Notes search launch Solution Database maintenance SLA reporting Link to change request management Related Standards „ Incident Management Central Tasks „ „ „ „ Create and process incidents Search SAP Notes Solution Database Reporting © SAP 2007 2008 / Page 1 © SAP AG E2E040 3-10 .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager on the TT4-system Login with: User: E2E040-Owner PW: training Enter transaction “work_center” and show work center “Incident Management“ © SAP AG DEMO E2E040 3-11 .

Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-12 .Standards Overview: Unit Overview SAP Standards for Solution Operations Lesson 1: SAP Standards for End User.

the business process champion is another key role in the organization of the customer. The procedures also describe who is responsible for certain activities in the business process operations team or the business department.Exception Handling Exception Handling Standard During operations. © SAP AG E2E040 3-13 . The execution of these procedures can be supported by monitoring and alerting tools. As the business units and the IT organization implement the business processes together. Located in the business unit. Risks: „ „ „ „ Uncaught or “hidden” exceptions may impact the acceptance of an IT solution Less availability of the critical applications (loss of time and money ) Poor performance Increases costs of operations © SAP 2008 / Page 1 „ „ „ „ „ „ The business process champion and the responsible business process operations team have to define a model and procedures for handling exceptions and error situations during daily business operations. The exception handling standard explains how to define a model and procedures for an efficient handling of exceptions and error situations. exceptions may arise within business applications. the champion is the expert on the process requirements. These procedures describe what proactive monitoring activities have to be executed to detect businesscritical exception situations and what corrective actions are required in the given context. implementation and continuous improvement.

Data Integrity The goal of the data integrity standard „ „ „ Avoid data inconsistencies in end-to-end solutions. Covers several areas from application design principles to monitoring and CIO level reporting. Risks: „ „ Inconsistent data Incorrect decisions base for the top management © SAP 2008 / Page 1 „ With his/her profound knowledge on the business processes. a business process champion is often the only resource that can resolve exceptions in business execution and potential resulting data inconsistencies. Create 100% transparency with regard to potential root causes for data inconsistencies. © SAP AG E2E040 3-14 .

Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-15 .Standards Overview: Unit Overview SAP Standards for Solution Operations Lesson 1: SAP Standards for End User.

„ „ „ © SAP AG E2E040 3-16 .Change Request Management The change request management standard provides transparency of „ „ „ Software and customizing changes. Change request management is closely related to the change control management standard owned by the application management organization. Risks : „ „ „ No transparency about sequence of the changes for a project Changes to production are not documented DEV QAS PRD Without workflow/approval: Untested coding might be transported to production Æ Poor performance/Unplanned outages due to application issues © SAP 2008 / Page 1 „ The program management office is the central group in the customer business unit that is responsible for the overall planning. these activities must be aligned with all stakeholders. Moreover. and the involved roles and departments. This office is responsible for managing everything from day-to-day changes and adaptations to all release planning and major infrastructure technology shifts. All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape. implementation and continuous improvement of the business processes in the solution landscape. the project history. The program management office is responsible for managing and implementing all types of application change requests with minimal risks using proved and standardized methods and procedures. change request management takes up the greater part of activities for the program management office. As such.

SP‘s. EhP‘s and Test Planning 3rd Party Test Suites like HP will provide tools for automated testing interfaces between SAP Test Planning and 3rd Party Test Automation (HP..) Risks : „ „ „ Inefficient test procedures Transport and functional issue due to SAP Version-Inconsistencies Business requirements not meet due to untested features/functions © SAP 2008 / Page 1 „ „ Test Process From change events and change impact analysis via test planning and test execution to deployment of changes in production system Test Capabilities SAP Solution Manager acts as central point of access to SAP and 3rd Party test capabilities as well as additional capabilities like E2E Integration Validation and defect management „ „ © SAP AG E2E040 3-17 . Compuware.Testing The Integration Testing standard defines how to perform end to end integration testing of SAP Solutions via SAP and integrated 3rd party test tools SAP will focus on „ „ „ „ risk-based test scope identification for New SAP Solution as well as for SAP Solution Updates Change Impact Analysis for eg..

operating systems and database releases as well as file system and storage subsystem versions. Risks : „ „ „ „ Golive might endangered by insufficient project planning Unplanned downtime due to upgrade issues Changes to production are not tested properly Low end-user acceptance © SAP 2008 / Page 1 „ „ SAP provides guidelines on how to perform upgrades for single application components. The standard upgrade project consists of five phases. system landscape adjustment. management of changes. including hardware.Upgrade The upgrade standard guides customers and technology partners through the upgrade project to manage major challenges with: „ „ „ „ „ project management efficient testing minimization of downtime adaptation of applications and modifications knowledge transfer to end-users. During each phase of the upgrade. and system downtime. careful attention needs to be paid to business continuity. However. • project preparation phase • upgrade blueprint phase • upgrade realization phase • preparation for cutover phase • production cutover & support phase. covering the endto-end landscape of an SAP-centric solution. each upgrade must be an integral part of the overall corporate IT strategy. „ „ © SAP AG E2E040 3-18 .

eSOA Readiness Technical readiness of applications by business processes. innovation. Centralized governance To take full advantages of eSOA: flexibility. ‘customizing landscapes’ and number and severity of modifications to be able to drive necessary harmonization and consolidation. Organizational readiness Customers have to be able to develop and support a service-oriented architecture. and TCO reduction via Centralized governance for the re-usability of Web services. Risks : „ „ No TCO reduction with new technologies Slow/No adoption of business processes © SAP 2008 / Page 1 © SAP AG E2E040 3-19 .

Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-20 .Standards Overview: Unit Overview SAP Standards for Solution Operations Lesson 1: SAP Standards for End User.

0 features four-cross component diagnostics capabilities: • E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked. today it does not work.Root Cause Analysis The root cause analysis standard defines how to perform root cause analysis end-to-end across separate components and technologies. such as fatal entries in logs or dumps in a solution landscape • E2E Trace Analysis: Records the activity of a single user or a single process in detail © SAP AG E2E040 3-21 . What has changed?“) • E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape • E2E Exception Analysis: Isolates exceptional situations. SAP recommends to use Solution Manager diagnostics capabilities for root cause analysis Same standardized tools for: „ „ „ „ Customer Partner Independent software vendor (ISV) SAP Risks : „ „ Inefficient issue resolution Unplanned down time due to “uncatched” exceptions and issues © SAP 2008 / Page 1 „ „ SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident. SAP Solution Manager 7.

© SAP 2008 / Page 1 „ This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.Change Control Management . even if they are based on different technologies. © SAP AG E2E040 3-22 . Change diagnostics: „ „ „ „ identifying controlling maintaining verifying the versions of configurations and the values of parameters of the solution landscape components.Objectives The standard covers two major areas of change control: „ „ change deployment change diagnostics Change deployment: „ Holistic view of an application change in a solution to ensure that all components are tested and released together.

© SAP AG E2E040 3-23 .risks Risks: „ „ „ „ No documentation of deployed changes Inefficient issue resolution due to unclear impact of changes Business requirements not meet due to untested features/functions Unplanned down time due to “uncatched” exceptions and issues © SAP 2008 / Page 1 „ This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.Change Control Management .

This information is valuable to the various departments at the customer. issue reporting. The key to successful landscape planning and operation is an accurate and complete description of the solution landscape itself with all business processes. planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. e. Moreover. This is the focus of the minimum documentation standard.g. Objects to be documented: „ „ „ „ „ „ „ processes for solution operations solution landscape jobs reports and programs interfaces SLAs KPIs Risks: „ „ „ No documentation of landscape and software components Inefficient issue resolution due to unclear landscape setup Inefficient implementation planning due to lack of landscape knowledge © SAP 2008 / Page 1 „ As solution landscapes are maintained and adapted to meet the business demands.Minimum Documentation The Minimum Documentation standard defines the required documentation and reporting regarding the customer solution. All reporting is based on this fundamental information. experts from SAP can utilize this information base. „ „ „ © SAP AG E2E040 3-24 .

This can be achieved by following the authorization concepts of the individual applications. Which application or technology is used to provide a service is irrelevant. the system landscape must have a central access point that can be used to acquire specific information on the solution and quickly access the required tools. To secure the smooth operation of business processes across different systems and quickly discover the cause of interruptions.Remote Supportability To enable SAP experts to help customers in critical situations. The customer support infrastructure must give external experts remote access to the required tools and information at the customer. „ © SAP AG E2E040 3-25 . Only in this way can services be offered efficiently. Advantages for customers: „ „ „ „ reduce costs faster analysis and resolution of issues accelerates the delivery of support services increased availability of their solution Risks: „ Unplanned down time due to inefficient analysis and resolution of issues © SAP 2008 / Page 1 „ „ „ „ „ Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions. an efficient support infrastructure must cover not only single applications but the complete customer solution. Safe access must be guaranteed to ensure that incorrect changes are not made to the system and to reduce the risk of a problem. remote access to the customer IT solution landscape has to be provided. what matters is that the service is standardized. To provide efficient support.

Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-26 .Standards Overview: Unit Overview SAP Standards for Solution Operations Lesson 1: SAP Standards for End User.

legacy environments. „ „ © SAP AG E2E040 3-27 . where customers and vendors use different technologies. backlog situations and performance. enabling customers to identify problems before they become critical or disruptive for the business. Today’s system landscapes are often decentralized and consist of various interfaces to different systems. All those interfaces need to be monitored in terms of processing errors.Business Process and Interface Monitoring The business process and interface monitoring standard supports „ „ the monitoring of the mission critical business processes customers to identify problems preventively Business process monitoring includes: „ „ „ „ „ monitoring activities alert and problem detection notification of experts error handling procedures end-to-end root cause analysis Risks: „ Inefficient analysis and resolution of issues Unclear responsibilities for processes Unplanned downtime for business processes and solutions Interface monitoring includes: „ „ „ „ monitoring activities of interfaces legacy environments © SAP 2008 / Page 1 „ The business process and interface monitoring standard supports the monitoring of the mission critical business processes.

Reaching a “steady state” – that is the balance between additional new data and archived data – is definitely an SAP standard that is required to run SAP within given service level agreements over a longer period of time. Data volume reporting lists the archiving activities already performed and identifies additional reduction potential. deleting data. A detailed look at a customer’s systems identifies the major pain points and gives an outlook on the most beneficial measures to take when implementing a data volume management strategy.Data Volume Management The data volume management standard defines how to manage data growth by avoiding data creation. Risks: „ „ Increasing hardware costs (without need) Negative performance impact © SAP 2008 / Page 1 „ „ „ Due to the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible. If the process identifies data to be reorganized or archived. „ „ © SAP AG E2E040 3-28 . summarizing and archiving data. Simply adding additional disks to storage area networks (SANs) and storage subsystems over time generally worsens the situation. these tasks are performed by SAP technical operations or IT infrastructure. data volumes are growing and growing. Business process operations owns the data volume management standard. Data volume scoping is the starting point of Data Volume Management.

Job scheduling management is owned by business process operations. „ © SAP AG E2E040 3-29 . This team is responsible for the central management of the job schedule concept. which executes the required tasks mainly in cooperation with the business process champion and SAP technical operations. and monitoring of jobs. scheduling.Job Scheduling Management The job scheduling management standard explains the following activities: „ „ „ „ „ „ „ planning creating documenting testing scheduling running monitoring Risks: „ „ „ Inefficient analysis and resolution of issues Unplanned downtime due to a critical business process fails Poor dialog performance due to bad job planning © SAP 2008 / Page 1 „ „ The job scheduling management standard explains how to manage the planning. The standard also recommends setting up a dedicated team for job scheduling management as part of the business process operations or support organization.

Risks: „ „ „ Unplanned downtime caused by inconsistent data Wrong decisions based on poor data quality No end-user acceptance due poor data quality © SAP 2008 / Page 1 „ In the early IT days. In today’s distributed system landscapes. several databases. on the subsystem level. „ „ „ © SAP AG E2E040 3-30 .Transactional Consistency Transactional Consistency safeguards data synchronization across applications in distributed system landscapes. Different business process “leading” systems require data synchronization across applications. have consistent states within themselves. data is stored across several storage systems. SAP provides: „ „ „ best practices for check routines consistency reports procedures for synchronizing transactional data. By applying the transactional consistency standard. Commit cycles ensured the completeness of transactions at any time. To summarize today’s situation: within distributed system landscapes there is no synchronization point across systems within the business landscape (end-to-end) anymore that ensures data consistency and correctness. customers lower the risk for data inconsistencies across the different business applications. on disk and in memory. but not across the units. transactional consistency cannot be assured anymore. one disk sub-system. transactional consistency and correctness was assured by the fact that there was an application architecture with one system. and one database.

Key User Lesson 2: SAP Standards for Business Process Champion Lesson 3: SAP Standards for Program Management Office Lesson 4: SAP Standards for Application Management Lesson 5: SAP Standards for Business Process Operations Lesson 6: SAP Standards for Technical Operations © SAP 2008 / Page 1 © SAP AG E2E040 3-31 .Standards Overview: Unit Overview SAP Standards for Solution Operations Lesson 1: SAP Standards for End User.

managing jobs. and performing backups and recovery. applying changes to technical configuration. Administration tasks are mainly executed locally. SAP NetWeaver Master Data Management. Risks: „ „ „ Instable systems due to wrong configuration Unplanned downtime due to unclear administration processes low end-user acceptance due to system unavailability or poor performance © SAP 2008 / Page 1 „ SAP technology comprises: SAP NetWeaver Business Intelligence. creating or changing users based on a compliance workflow. SAP NetWeaver Mobile. „ © SAP AG E2E040 3-32 . and/or applying patches and Support Packages based on the change control workflow. performing imports. performing system copies and installing systems. but can be accessed and triggered from a central administration system.System Administration The system administration standard describes how all SAP technology must be administered to run a customer solution efficiently. SAP NetWeaver Exchange Infrastructure. This allows a unified access to all SAP technologies. SAP APO Middleware. running system diagnostics. SAP CRM Middleware. Duet Middleware The typical tasks of system administration include starting and stopping systems. SAP NetWeaver Portal.

System monitoring has an open bi-directional interface to send and receive alerts to and from third-party monitoring infrastructures. If the required corrective action is not obvious. Based on all data available in diagnostics. Reports are generated automatically and broadcasted to defined recipients in the customer business or IT organization. alerts are sent to the responsible experts in IT so that they can take corrective action.g. IT has to report: „ „ „ service levels capacity trends solution quality on a regular basis. web reports are defined that focus on service levels. system monitoring detects incidents automatically. To provide transparency to the business units.System Monitoring The system monitoring standard covers monitoring and reporting of the status of IT solutions. When agents report diagnostics data that exceed thresholds defined in a central alert framework. These monitoring infrastructures may be used by organizations to which a part of IT tasks have been outsourced or out-tasked. „ „ „ © SAP AG E2E040 3-33 . IT must industrialize and automate monitoring and reporting of the solution. end–to-end root cause analysis has to be performed to resolve the incident. Risks: „ „ „ Inefficient analysis and resolution of issues due to missing monitoring data Unplanned downtime caused by “hidden” incidents Poor operative planning (e. capacity planning) due to missing monitoring data and IT reports © SAP 2008 / Page 1 „ „ „ „ While root cause analysis aims at problem resolution. capacity trends or solution quality. In order to fulfill the demand of the business units within a limited IT budget.

Introduction: Unit Summary You should now be able to: „ „ Explain the SAP Standards for Solution Operations Understand the assignment of standard owners as proposed by the Organizational model for solution operations © SAP 2008 / Page 1 © SAP AG E2E040 3-34 .

Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 4-1 .Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP.

Root Cause Analysis Contents: „ „ Scope of E2E root cause analysis Tools to perform root cause analysis end-to-end across separate components and technologies © SAP 2008 © SAP AG E2E040 4-2 .

Root Cause Analysis: Unit Objectives

After completing this unit, you will be able to:
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Explain the scope of E2E root cause analysis Describe the tools for E2E root cause analysis provided within SAP Solution Manager Diagnostics

© SAP 2008

© SAP AG

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4-3

Root Cause Analysis: Unit Overview

Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact

© SAP 2008 / Page 1

© SAP AG

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4-4

Tools for Problem Detection and Resolution
PROBLEM DETECTION = SOLUTION MONITORING IT Reporting
Analytics

SAP SOLUTION MANAGER
Evaluate

Health Check
Monitor and Alert

Cross-Component Diagnostics
Isolate Component

z z z z

E2E Change Analysis E2E Workload Analysis E2E Exception Analysis E2E Trace Analysis

Component Diagnostics
Nail it Down

Select .net C(++)

ABAP

Java

© SAP 2008 / Page 1

PROBLEM RESOLUTION = ROOT CAUSE ANALYSIS

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Each system or software component relying on a certain technology stack (most often either ABAP, Java, .net, or C++) provides proprietary diagnostics to fulfill common diagnostics tasks on that component. SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident. On top of this root cause analysis (problem resolution), Solution Monitoring and IT Reporting aim to detect problems proactively and report on capacity trends, service level agreements, and solution quality. SAP Solution Manager 7.0 features four-cross component diagnostics capabilities: • E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“) • E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape • E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape • E2E Trace Analysis: Records the activity of a single user or a single process in detail

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© SAP AG

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More aggregation, less skill specialization
4-5

Aggregate

End-to-End Root Cause Analysis: Overview
Client Server
Portal CRM

Storage

Browser WWW
SRM ECC

IO Subsystem SAP GUI
APO

Mobile

BI

XI

MDM

Office

E2E Change Analysis
Introscope

BMC Appsight for SAP Client Diagnostics

E2E Workload Analysis E2E Exception Analysis

Introscope
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E2E Trace Analysis

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E2E Trace Analysis - Automated switch on and triggering of tracing and centralized display of trace information E2E Exception Analysis - Understandable log messages in uniform format and complete context information for crash situations E2E Change Analysis - Detection of changes to configuration and deployment, compare capability to identify changes which causes incidents E2E Workload Analysis - Unified approach to store and display performance analysis and resource consumption data cross-component While End-to-End Change Analysis, End-to-End Workload Analysis, and End-to-End Exception Analysis cover the server side, End-to-End Trace Analysis spans the full cycle of a user request - from client to server to disk. SAP has licensed two third-party products to complete the key capabilities in root cause analysis: CA‘s Wily Introscope for server-side root cause analysis, and BMC AppSight for client-side root cause analysis. Both products are highly adaptable and are delivered by SAP fully preconfigured for SAP products (containing instrumentation and dashboards for SAP). CA Wily Introscope is fully integrated in the server-side root cause analysis infrastructure of SAP Solution Manager. Wily Introscope is included in SAP Solution Manager for SAP standard components. If customers want to support customer applications like SAP does, they can buy an add-on for SAP Solution Manager. This SAP Price List component is known as the Solution Support Enablement Package. BMC AppSight is also included in the Solution Support Enablement Package. In SAP Solution Manager, the customer can record with the black box and its SAP configuration; however, the customer can only analyze with the BMC AppSight Console when they have licensed the Solution Support Enablement Package. SAP engineers have full access both to Wily Introscope and BMC AppSight.
E2E040 4-6

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© SAP AG

Third Party Tools Included in Diagnostics

Scope

Introscope is a performance management solution that enables you to monitor complex Web applications in production environments 24x7. http://www.wilytech.com (part of CA)

Appsight is a system built on a unique problem resolution architecture that was designed from the ground up with patented Black Box technology to optimize the problem resolution process. http://www.identify.com (part of BMC)

SAP Standard for SAP Solution Manager 7.0 includes a license NOT included in a SAP Solution Manager 7.0 license

Server Performance Diagnostics ... of Wily Introscope for SAP delivered instrumentation and dashboards

Client Diagnostics Use Appsight Console to analyze client logs recorded by the blackbox

to create instrumentation for custom code to create own dashboards (including definition of customized monitoring thresholds)

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SAP Support can use the full scope of both products to provide service and support to customers.

© SAP AG

E2E040

4-7

End to End Diagnostics: Open Hub Architecture
SAP Solution Manager: End-to-End Diagnostics Open Diagnostics Hub Infrastructure
Workload Exceptions Traces Technical Config Changes Client

Java World

SAP Portal
Web Services and xApps

Analytics

Duet
Office Integration and Self-Services

.net World

External Applications

APO BI SRM SEM

R/3

ERP

APO SEM SRM

ESA

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Diagnostics has an open hub infrastructure that allows external applications or new SAP applications to hook in quickly (usually about one week of project to ensure basic support). Open hubs exist for: • Workload: A hub for performance and resource metrics • Exceptions: A hub for critical status of an engine or an application (such as log entries of severity fatal and error, as well as dumps) • Traces: A hub for the component to obtain part of the end-to-end trace in SAP Solution Manager • Configuration: A hub providing technical configuration, by default once a day • Changes: A hub that enables SAP Solution Manager to provide unified reporting on configuration, software, and content

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SAP Solution Manager ensures that all diagnostics data is displayed consistently and is understandable over component borders. SAP will connect all significant supported products to end-to-end diagnostics. A component is not hooked into end-to-end diagnostics until the component diagnostics is complete, stable, and understood. If SAP does not hold a license and maintenance contract with its customers, products can be supported by SAP on customer request via a premium engagement (SAP MaxAttention). In this case, SAP would assess the component diagnostics of the third party and integrate the component into end-to-end diagnostics if appropriate.

© SAP AG

E2E040

4-8

Root Cause Analysis: Unit Overview

Root Cause Analysis Lesson 1: E2E Root Cause Analysis - Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact

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© SAP AG

E2E040

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.g.NET PDK. XI. Duet.E2E Workload Analysis – Architecture Component-specific workload analysis Data collection once a hour Cross-component workload analysis SLA Reporting / EarlyWatch Alert ABAP RFC Interface e. BW.g.. There the data is first aggregated and then send (once an hour) to the SolMan BI and structured in the BI info cube. TREX.. . ITS. Non-ABAP For the Non-ABAP-world the workload data is collected by the diagnostic agents and send in the Wily Enterprise server.g. APO CRM Java e. CRM-ISA . „ © SAP AG E2E040 4-10 . MDM © SAP 2008 / Page 1 Statistic performance data for ABAP Aggregated performance data for non-ABAP „ „ The architecture consists of two different parts: ABAP For the ABAP-world the workload data is collected (once an hour) with in the SolMan BI via RFC connection and aggregated in the BI.g.. MobileClient C / C++ Diagnostics Agent Wily IntroScope (Standalone JVM) SAP Solution Manager (J2EE / ABAP stack) e. Business One.Net Diagnostics Agent IntroScope Enterprise Manager (SmartStor) InfoCube Data collection once a hour e. IPC Diagnostics Agent J2EE Diagnostics Agent SAP Business Intelligence e. R/3. JavaWD. XI. BillerDirect. Portal.g..

g. BI Web Reporting capabilities) „ © SAP 2008 / Page 1 „ Intentionally blanck © SAP AG E2E040 4-11 . WilyTech IntroScope. ISV solutions. partner products.Targets Support component and cross-component workload analysis as well as IT Reporting / EarlyWatch Alert „ Provide a technical infrastructure to cover the different types of workload analysis: „ „ „ IT Reporting / EarlyWatch Alert (problem detection) Central cross-component analysis (problem detection Æ problem resolution) Central component specific analysis (problem resolution) Open infrastructure for integration of new components „ Provide an open infrastructure to integrate existing and upcoming software components independently whether it is produced by SAP or not (3rd parties. IS dashboard definition.E2E Workload Analysis . SAP BI) and by using UI generation technologies (e.g. competitor products) Minimize effort to integrate new components by using generic infrastructure components (e.

log on to Solution Manager and execute transaction DSWP (solution_manager).End-to-End Workload Analysis: Start Select time frame Component-specific workload metrics Workload metrics overview Select diagram © SAP 2008 / Page 1 „ „ „ „ „ „ To start an end-to-end workload analysis. y-axis shows the average response time ( to help identify application scaling problems) • Portfolio: x-axis shows the average response time. Click Start to begin with your investigation. Then select Goto and choose Start Solution Manager Diagnostics. Here you can get a good overview of the workload in your solution for the chosen time frame. Critical situations can be identified by high ‚flying‘ big balloons. y-axis shows the hour of day. In Solution Manager diagnostics. The values of the diagram can be displayed in different formats: • Scatter: x-axis shows the accumulated response time. size of the balloon represents the accumulated response time. © SAP AG E2E040 4-12 . The figure above shows the entry screen with feature description. Choose your solution and select all components. choose Workload Æ E2E Workload Analysis/.

wait time) • Average CPU time not much less than processing time • Average response time depends on customer requirements. there is no general rule „ „ © SAP AG E2E040 4-13 . First check for general performance problems affecting all transactions. Dialog transactions are ordered by “Avg Response time” from slow (topmost) to fast.End-to-End Workload Analysis: Example (SAP ECC) Depends on customer requirements (no general rule) Average CPU time < 40 % of response time wait time Average DB time < 40 % of response time wait time Wait time < 10% of response time Average roll wait time < 200 ms Checks to identify general performance problem on SAP ECC system © SAP 2008 / Page 1 „ Clicking on the tab “SAP ECC Server” shows the workload data from the ABAC stack. the data in the workload monitor (transaction ST03N) can be used to identify the area of the system where the problem is located. Good general performance is normally indicated by: • Wait time < 10% response time • Average roll-in time < 20 ms • Average roll-wait time < 200 ms • Average load (and generation) time < 10 % of response time (< 50 ms) • Average database request time < 40 % of (response time .wait time) • Average CPU time < 40 % of (response time . For each transaction you can drill down into the details by clicking the little handle (triangle) in front of the transaction name If a problem is detected.

Servlets.iViews. and Web Dynpro Applications with two key figures . By default you can see three metric types . © SAP AG E2E040 4-14 .Average Response Time and Executions.End-to-End Workload Analysis: Example (EP-1/3) Check for high average response times in correlation to high number of executions per second Checks to identify general performance problems on Enterprise Portal system © SAP 2008 / Page 1 „ „ The above figure shows the workload summary for an Enterprise Portal.

© SAP AG E2E040 4-15 .End-to-End Workload Analysis: Example (EP-2/3) © SAP 2008 / Page 1 „ The time profile shows the most important workload metrics for a chosen time frame in graphical form.

End-to-End Workload Analysis: Example (EP-3/3) © SAP 2008 / Page 1 „ Check for iViews with high average response time and a high number of executions per second © SAP AG E2E040 4-16 .

Demo © SAP 2008 / Page 1 „ „ „ „ „ „ „ „ „ „ „ „ „ Open new IE Browser window Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.corp:50000/smd” Login with: User: sapsupport PW: support Select “Workload” Select “E2E Workload Analysis” Select the TT5-System for analysis Select “start” Select time frame last week Explain the overview Select tab “TT5 .SAP ECC Server” Select “Top dialog” and show the dialog transactions © SAP AG DEMO E2E040 4-17 .sap.wdf.

Root Cause Analysis: Unit Overview Root Cause Analysis Lesson 1: E2E Root Cause Analysis .Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact © SAP 2008 / Page 1 © SAP AG E2E040 4-18 .

© SAP AG E2E040 4-19 . Details to be recorded are defined in Recording Profiles. • AppSight BlackBox is the agent on the client that records diagnostics data. A movie of the activities on the user’s desktop can also be recorded. © SAP 2008 / Page 1 „ BMC AppSight has a Black Box and a Console. It uses the generic hooks in the operating system and does not need modifications to the application on the client.g. • Appsight Console is a tool to analyze the client side log recorded by the Black Box. You can jump from the Appsight Console into Appsight Code which is used for an in-depth analysis of information from the execution of the application (e. when was a function called and how long did the function run).Client-Side Trace and Analysis Workflow Customer AppSight Black Box “Capture” Black Box Log File Customer reproduces the problem and traces it using Black Box with a recording profile provided by SAP. Support AppSight Console “Identify” Analysis of recorded log file by Customer support using AppSight Console or sending recorded log to SAP for further analysis.

„ © SAP AG E2E040 4-20 . Correlation ID The Correlation ID makes a trace result unique during request flow thru all involved components. Trace Flags For all involved components that can handle trace flags they can activate/deactivate trace level automatically when a requests enters/leaves the component All data from all components can be collected centrally within the diagnostics Trace Analysis Feature.E2E Trace Analysis – Architecture Instrumented Browser WAN Network Presentation Logic Application Logic Database Enterprise Portal HTTP Header HTTP Header ECC HTTP Header Correlation ID Trace Flags Correlation ID Trace Flags Correlation ID Trace Flags 1 Create Passport 2 Activate Trace 3 Activate Trace IntroScope Transaction Trace © SAP 2008 / Page 1 End-to-End Trace Display in Diagnostics „ „ „ The E2E-Trace works with so called “Correlation ID” and “Trace Flags”.

Browser WAN Network Presentation Logic Application Logic Database Enterprise Portal ECC Analysis Path Use End-to-End Trace Analysis to check server side performance Use End-to-End Trace Analysis to record the activity of a single user – browser to disk Use BMC Appsight for SAP Client Diagnostics to identify the root cause of bad client performance Finding examples No bottleneck on server side.End-to-End Trace Analysis: Example An Employee Self-Service (ESS) user experiences a performance problem in the browser. so issue must be on client. network or performance of single execution on server side Time is spent on client Bad Java Script coding: over 20.000 loops over an operation on a date field © SAP 2008 / Page 1 „ The Employee Self-Service scenario is distributed over physical hosts with installations of SAP Enterprise Portal and mySAP ERP Human Capital Management as a back-end system. End-to-end workload analysis should find out which technology component the problems are related to. © SAP AG E2E040 4-21 .

From E2E Trace Analysis at managing system direct link to the local trace analysis tools at managed system has to be possible.Targets Central server-side trace enabling „ Because of security reasons.E2E Trace Analysis . it is necessary to enable E2E tracing on request instead of having it permanently switched on Æ Application at managing system is necessary to switch on E2E tracing for all involved managed systems Client-side trace triggering „ Only at end users client side the information about correlations between requests and clicks and between clicks and user scenarios are known Æ E2E tracing is triggered by trace flags / levels and correlators (for user scenario. © SAP 2008 / Page 1 © SAP AG E2E040 4-22 . click and request) at client side Central server-side trace analysis „ At the managing system all component-specific trace summaries are collected for both functional and performance analysis with the intention to identify the process steps / components which need to be analyzed in deeper detail.

exe file creates the displayed files on your local machine. © SAP AG E2E040 4-23 .Preparation Steps to create an end-to-end trace: 2 Execute the SAPIEPlugin. The systems which needs to be traced have to be enabled explicitly.End-to-End Trace Analysis .exe file on your local computer 3 Enable the trace for specific systems Systems which are ready for tracing have a green state © SAP 2008 / Page 1 „ „ The execution of the SAPIEPlugin. The time for automatic disabling the tracing can be set in the ‘Options’ tab.

End-to-End Trace Analysis – Entry Screen Upload client side trace result Upload previous downloaded E2E trace © SAP 2008 / Page 1 „ From top level navigation choose the ‘Trace’ section © SAP AG E2E040 4-24 .

End-to-End Trace Analysis – Options Tab Steps to create an end-to-end trace: 1 Download the Internet Explorer PlugIn Here you can download the HTTP Plug-In for Internet Explorer © SAP 2008 / Page 1 „ „ „ Download of the IE PlugIn is possible in the ‘Options’ section of E2E Trace Analysis tool SAP Note 1010428 contains general information about the IE Plug-In SAP Note 1041556 contains restrictions information about the IE Plug-In. and the downloadable PlugIn itself together with a user documentation (PDF File) © SAP AG E2E040 4-25 .

• Enter the name of the transaction and transaction step that you want to record. The recorded transaction will be transferred to the E2E Trace Analysis tool. • Navigate to the target url for analysis. • Enter the Solution Manager Diagnostics host and HTTP port. © SAP AG E2E040 4-26 . follow these steps: • Double-click on ie-https.End-to-End Trace Creation 2 3 4 6 5 1 7 © SAP 2008 / Page 1 „ To create an end-to-end trace. or choose Exit to finish trace activities. • Enter a new transaction step name and choose New Step to continue tracing.xml file will be uploaded automatically to your host. • Choose a session trace level. • Stop the transaction. • Execute the task that you want to trace. If you choose Exit the recorded transaction. • Start recording the transaction.cmd to start a new browser window including the plug-in.

it is necessary to collect the trace data from server side. To do this mark the Business Transaction in the table and then confirm the pop up dialog window.End-to-End Trace Analysis – Collect Data Confirm the data collection from server side © SAP 2008 / Page 1 „ „ To analyze a new recorded trace. © SAP AG E2E040 4-27 .

• Click Display to analyze the transaction step. • Select the transaction in the table.xml in the SAPIEPlugin folder logs Æ Transaction name). • After selecting a transaction the transaction steps are displayed in tab form. It is also possible to upload a recorded transaction (BusinessTransaction. © SAP AG E2E040 4-28 . follow these steps: • Choose Traces Æ End-to-End Trace analysis and enter the solution and system.End-to-End Trace Analysis: User Interface 1 2 3 4 © SAP 2008 / Page 1 „ To evaluate a trace. Choose the step you want to analyze.

or server (including all involved back-end systems). Here it is possible to identify if the problem is related to the client. © SAP AG E2E040 4-29 . network.End-to-End Trace Analysis: User Interface (2) Is it possible to identify a problem area? © SAP 2008 / Page 1 „ The first step is to analyze the accumulated time for the transaction step.

The Java applet requires the JRE 1.End-to-End Trace Analysis: Server Analysis Time consumption on different components (Summary) © SAP 2008 / Page 1 „ „ If you open the ‘Server Analysis’ section. a a summary of the time consumption on different components will be displayed in an applet. © SAP AG E2E040 4-30 .5 on the system.

© SAP AG E2E040 4-31 .End-to-End Trace Analysis: Message Table Filter the cached requests Choose the request with the biggest time consumption © SAP 2008 / Page 1 „ „ You can check for long-running server responses by choosing the Message table tab. Check the sRT (server response time) column for long-running responses and select this request for more detailed analysis.

Exercise I © SAP 2008 / Page 1 „ Perform a E2E Trace Analysis © SAP AG EXERCISE E2E040 4-32 .

Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact © SAP 2008 / Page 1 © SAP AG E2E040 4-33 .Root Cause Analysis: Unit Overview Root Cause Analysis Lesson 1: E2E Root Cause Analysis .

For non-ABAB and JAVA systems the Diagnostics Agents collect this data specifically for each components and send the data to the Solution Manager BI BI. For the ABAP based systems a solution tool plugin is collection this data and sends it also to the Solution Manager BI. © SAP AG E2E040 4-34 .E2E Exception Analysis – Architecture AggregatedError Statistics E2E Exception Analysis Diagnostics agents Non-ABAP installations Data collection once a hour Data collection once a hour Solution tool plug-ins ABAP-based installations InfoCube Component specific Exception Analysis tools © SAP 2008 / Page 1 „ The E2E Exception Analysis shows an aggregated view on Error statistics from the connected systems.

user) at managing system To jump from E2E Exception Analysis at managing system to specific log analysis tools at managed system (e. software component. NWA LV. ABAP SysLog) Dumps for all involved components are stored: „ „ „ To display dumps at managing system To display dumps grouped by different criteria (e.g. by software component. ThreadDump Analysis. location.E2E Exception Analysis . user) at managing system To jump from E2E Exception Analysis at managing system to specific dump analysis tools at managed system (e.g.g. ABAP Dump) © SAP 2008 / Page 1 „ Intentionally blank © SAP AG E2E040 4-35 .Targets Easier and efficient diagnostics by identifying „ „ The most frequent errors The system and the applications causing the most frequent errors Logs for all involved components are stored „ „ „ To display top 20 frequent error pattern at managing system To display log entry grouped by different criteria (e.g.

Here you get a good overview of the exceptions in your solution for the chosen timeframe.End-to-End Exception Analysis: Overview Select time frame Component-specific exceptions Exception value overview Select diagram properties / type © SAP 2008 / Page 1 „ „ „ „ „ To start an E2E Exception Analysis. log in to Solution Manager and execute transaction DSWP (or SOLUTION_MANAGER). Choose your solution and select all components. In SMD. © SAP AG E2E040 4-36 . navigate to Root Cause Analysis -> Exceptions -> E2E Exception Analysis. Click on Start to begin with your investigation. then navigate to GoTo Æ Start Solution Manager Diagnostics. The picture above shows the entry screen with feature description.

month. This display type allows the analysis of error frequency and how it behaves over time. In contrast to the Time Profile. The axis' units depend on the timeframe selected for display (year. the standard Display Type is "History". week. „ © SAP AG E2E040 4-37 . hour). day. where the next higher level of temporal granularity is displayed below the initial one. batch runs. For time series. Trends and peaks can be correlated with other occurrences in the managed system (user load.End-to-End Exception Analysis: Overview (History) Time selection Day Week © SAP 2008 / Page 1 „ „ „ For the Graphical Display. restarts.) and lead to a more detailed analysis by narrowing down the timeframe and employing the Product Instance specific Views. a two layered x-axis is displayed. updates etc. The x-axis reflects the timeframe selected at the start of the application. patches. the diagram type History displays the data as a time series without further aggregation.

if you select a full month. causing critical or a high numbers of errors. restart.g. This diagram type is only available for the granularity "Hour". backup activities etc. The graph shows the sum of all hourly values for the timeframe selected. the number of errors between 07:00:00 and 07:59:59 on all days will be added and displayed for the x-value "08" (the eighth hour).End-to-End Exception Analysis: Overview (Time Profile) Summary of errors on all days of the month between 09:00:00 and 10:00:00 © SAP 2008 / Page 1 „ By selecting the "Time Profile". an aggregated Day Profile will be displayed. Unexpected peaks during phases of low user activity could hint at scheduled job runs. irrespective of the timeframe chosen. e. The intention of this kind of display is to allow you to quickly identify peaks which are directly correlated to typical working hours of your system. „ „ © SAP AG E2E040 4-38 .

The upper section displays a summary across all ABAP instances belonging to the selected system. © SAP AG E2E040 4-39 .End-to-End Exception Analysis: ECC Server Errors (1/2) Summary view across all ABAP instances Right click © SAP 2008 / Page 1 „ The View "ABAP SysLog Errors" is divided in two sections.

© SAP AG E2E040 4-40 . The Jump-in feature takes you to transaction sm21 on the managed system. Individual instances can be selected with the dropdown box.End-to-End Exception Analysis: ECC Server Errors (2/2) Instance specific view SM21 © SAP 2008 / Page 1 „ „ The lower section contains instance specific data. The Jump-in feature is only available for the instance specific View.

0 SPS13 or above. This new feature is supported if the managed system has versions NW2004 SPS21 or NW7.End-to-End Exception Analysis: EP (J2EE System errors) Further Analysis with Log Viewer © SAP 2008 / Page 1 „ E2E Exception Analysis identifies J2EE System Errors which the engine is writing to the dedicated log category "/System/Server/Critical" (defaultTrace). If a lower version is detected by the Exception Analysis application. the View will not be displayed. „ © SAP AG E2E040 4-41 . The Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.

log and defaultTrace). „ © SAP AG E2E040 4-42 .End-to-End Exception Analysis: EP (J2EE Appl. Errors) Log Viewer © SAP 2008 / Page 1 „ The source logs for the J2EE Application Errors are the same as for the J2EE System Errors (application. Analogous to J2EE System Errors View the Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file. All errors that do not belong to the category "/System/Server/Critical" qualify as application errors.

wdf.00 for analysis.Demo © SAP 2008 / Page 1 „ „ „ „ „ „ „ „ „ „ „ „ Open new IE Browser window Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.corp:50000/smd” Login with: User: sapsupport PW: support Select “Exceptions” Select “E2E Exception Analysis” Select the additionally NetWeaver 7.sap. Select “start” Select time frame last week Explain the overview Select a component with errors or dumps and explain the errors in details and you also may drill down © SAP AG DEMO E2E040 4-43 .

Root Cause Analysis: Unit Overview Root Cause Analysis Lesson 1: E2E Root Cause Analysis .Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact © SAP 2008 / Page 1 © SAP AG E2E040 4-44 .

Message based Tracing for PI 7.1. PI 7.0.0 © SAP AG E2E040 4-45 . CE 7. KMC. CRM 2007 and CRM 7.5 and Duet 1.Planned Release Roadmap for End-to-End Diagnostics 2009 Mai09 SolMan 7.0. CRM 5. SRM 6.1 End-to-End Monitoring and Alerting Infrastructure End User Experience Monitoring 21Nov08 SolMan 7. SEM. BusinessByDesign End-to-End Trace enabled for SAPGUI.0 EhP1 E2E Root Cause Analysis for BI Accelerator.0 EhP2 E2E Root Cause Analysis for Federated Portal. Trex. GRC Access Control.0 Oct07 & Mar07 SolMan 7.5. Duet 1. MDM 7. Internet Explorer 7 and MS Vista Full integration in Solution Manager Work Centers with optimized navigation Setup Simplification: One Guided Procedure for Solution Manager Basic Configuration including End-to-End Root Cause Analysis Mar08 SolMan 7. Portal incl.1.0. APO.0 SP15 E2E Root Cause Analysis for MDM 5.0 SP13 © SAP 2008 / Page 1 E2E Root Cause Analysis for ECC/R3.0. BI 7.

Also the appropriate agents need to be installed in the managed systems.Solution Manager 7. It consists of the “pieces” above and all of those components need somehow to be installed on the Solution manager.0 SP 15 Required Software Versions Release Support Package Availability NW7/NW04s Solution Manager SPS14 SP15 available available BI_Cont SP7 available ST-SER ST-SER 700_2008_1 available ST-A/PI PI_BASIS 2005_1_700 available Restrictions for Solution Manager Diagnostics and RCA SP 15 see Note 1126859 © SAP 2008 / Page 1 „ Solution Manager SP 13 is the release that is used by most customers with a up-to-date system. „ © SAP AG E2E040 4-46 .

Scope Lesson 2: E2E Workload Analysis Lesson 3: E2E Trace Analysis Lesson 4: E2E Exception Analysis Lesson 5: Availability E2E Diagnostics Lesson 6: Customer‘s Impact © SAP 2008 / Page 1 © SAP AG E2E040 4-47 .Root Cause Analysis: Unit Overview Root Cause Analysis Lesson 1: E2E Root Cause Analysis .

Root Cause Analysis and Solution Monitoring are included in SAP Solution Manager Reduce Costs for Support Experts „ „ „ „ … for Root Cause Analysis by a targeted approach .Savings through E2E Diagnostics Reduce License Costs „ Tools for Service Desk. © SAP 2008 / Page 1 © SAP AG E2E040 4-48 .one step dispatching to the expert for component root cause analysis … for Monitoring by automated notification of alerts … for IT Reporting by automated report generation and broadcasting Standardization and Certification keep consultant rates at acceptable level Reduce Time of Disrupted Production „ Mission Critical Support – Solve Incidents efficiently and can avoid unplanned downtimes and business loss.

8% 30. „ © SAP AG E2E040 4-49 . Training effort SAP Documentation Security Sum PD 5 5 50 40 20 90 60 20 5 295 % 1.Commercial Impact – E2E implementation project for a global SAP customer Functions Project Management Specifications Development Testing Deployment Training effort int. Here comes the Overview of a very big European SAP customer for a E2E-implementation projects that was planned in the scope of an SAP HR-Solution.8% 1.7% 100.5% 20. Because training the support organization is a key success factor for running E2E-Solutions.9% 13.7% 16.7% 1.6% 6.0% © SAP 2008 / Page 1 „ „ “No lunch is free” For customers the diagnostics implementation means an effort.3% 6. The training effort (150 day out of 295 days) takes half of the investment.

Henkel: E2E Solution Operations © SAP 2008 © SAP AG E2E040 4-50 .

Weyerhaeuser: E2E100 Root Cause Analysis © SAP 2008 „ Intentionally blank © SAP AG E2E040 4-51 .

Siemens: E2E Root Cause Analysis © SAP 2008 „ Intentionally blank © SAP AG E2E040 4-52 .

Introduction: Unit Summary You should now be able to: „ „ Explain the scope and benefit of E2E root cause analysis Describe the tools provided within SAP Solution Manager Diagnostics © SAP 2008 / Page 1 © SAP AG E2E040 4-53 .

© SAP AG E2E040 4-54 .

corp SAP GUI SAP Solution Manager http://<hostname>:50000/smd SAP Solution Manager JCO Client 200 Web AS ABAP Instance: 00 Diagnostics Web AS Java RDBMS © SAP AG E2E040 4-55 .corp SAP EP http://<hostname>:55000/irj SAP ECC Instance: 50 SLD http://<hostname>:55000/sld Portal Platform Web AS Java JCO Client 800 Web AS ABAP Front End PC RDBMS Web Browser Network TT4. hostname: twdfXXXX.wdf.wdf.sap.Exercises Unit: Lesson: Root Cause Analysis E2E Trace Analysis At the conclusion of this exercise. you will be able to: • Analyse an E2E Trace 1-1 What component (the name of the component) in the given solution that has been traced has consumed most of the time? Training System TT5.sap. hostname: twdfXXXX.

corp:50000/smd” Login with: User: sapsupport PW: support Select „Traces” Select as System role “Training System” Go to “E2E Trace Analysis” (Left panel) Click on the current trace here “Record Working Time” © SAP AG E2E040 3-1 .Open new IE Browser window Go to Solution Manager Diagnostics: “http://twdfXXXX.sap.wdf.

There are message for each data category that indicates a successful upload.Upload trace data Check for uploaded data. The appropriate data will be uploaded to the SolMan. © SAP AG E2E040 3-2 . Click on “Display”. Select the step you want to trace (here “Step-1”).

this page shows you the E2E Trace information.Congratulations . © SAP AG E2E040 3-3 .

Click on the line.Solutions Unit: Lesson: Root Cause Analysis E2E Trace Analysis 1-1 Analyse an E2E Trace Show participants the request with the highest server side execution time (sRT). This is usually marked red. © SAP AG E2E040 3-4 .

In column Type you can see the type of request (HTTP. © SAP AG E2E040 3-5 .Underneth the Message table overview the “End2End Trace data” is viible after scrolling down. Sometime ist is helpful to drill down further. Within the J2EE-Stack you can call the Wily Introscope date in clicking on the “introscope transaction trace” (see red cycle). Here you see the call stack. J2EE etc). the depth of the call stack depends on the available data. The introscope transaction trace open in an new window and shows you additional information about the Java call stack.

Please log on with User: Admin PW: Admin89 © SAP AG E2E040 3-6 .To check a specific call/request in Wily Introsocep you can go to Tab “Details” and choose “Webview” The Wily logon-screen appears.

You can choose one and analyse the call details directly in Wily.Wily jumps directly to the Java-calls that were reported in Wily. © SAP AG E2E040 3-7 .

Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP.Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 5-1 .

Change Control Management Contents: „ „ „ „ „ Scope of E2E Change Control Management E2E Change Diagnostics Enhanced Change and Transport System Change Request and Maintenance Management Test Management © SAP 2008 © SAP AG E2E040 5-2 .

Change Control Management: Unit Objectives After completing this unit. you will be able to: „ „ „ „ „ Explain the characteristics of E2E Change Diagnostics Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments Describe the goal and processes of the Change Request Management Describe the characteristics of Maintenance Management Describe the tools and benefits of Test Management © SAP 2008 © SAP AG E2E040 5-3 .

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-4 .

in order to ensure that changes are executed without disruption of the ongoing business. change request management takes up the greater part of activities for the program management office. the deployment and the analysis of changes need to be addressed. As such. The Change Request Management standard ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. It is essential that changes of the solution landscape are managed carefully to ensure for transparency of the changes. from solution landscape planning to implementation. All requests for changes (Solution Design. Solution Correction) flow through this office and need to be integrated into a schedule of changes to the landscape. from business unit re-quest handling to execution. training and certification to management level reporting. these activities must be aligned with all stakeholders. Being such a central component. This is the focus of the Change Control Management standard. End users. from documentation standards.Control the changes during the Application Lifecycle Solution Design Global / Regional Business Process Champion Solution Architecture Solution Maintenance SAP Maintenance Management Solution Correction End User / Key User Incident Management Program Management Office (Change Advisory Board) Change Request Management Application Management (Change Manager) Change Deployment Workbench / Customizing Changes Custom Development Application Changes Change Diagnostic Correction & Transport System Change System Diagnostic SAP Technical Operations DB / OS / HW Changes & Maintenance IT Infrastructure © SAP 2008 / Page 1 „ The program management office is the central group in the customer business unit that is responsible for the overall planning. The standard covers two major areas of change control: Change Deployment and Change Diagnostics for Application and System Changes. Moreover. This office is responsible for managing everything from only day-to-day changes and adaptations to all release planning and major infrastructure technology shifts. The key interface between business and IT is the application management organization. Solution Maintenance. several of the introduced roles use the application management platform as their central working application. „ „ © SAP AG E2E040 5-5 . implementation and continuous improvement of the business processes in the solution landscape. Complementary to change request management. key users and the program management office use the services of IT for a wide variety of tasks.

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-6 .

Customers can add additional information about 3rd-party products and their own development activities that are in operation by them into their individual component information of their own System Landscape Directories.) use information from the System Landscape Directory as a central information provider. At the SAP site. administration etc. The content updates are available as delta files. Therefore the Master Component Repository contains up-to-date information about all available SAP products and their dependencies. Based on proven industry standards of the Distributed Management Task Force (DMTF): • Common Information Model (CIM) • Web-Based Enterprise Management (WBEM) „ „ „ „ „ „ You can access SLD by pointing a browser to http://<server>:<port>/sld (where <server> is the SLD server and <port> is the J2EE HTTP port). The landscape description contains information about all systems and the installed products / components at customer‘s site. The content of the Master Component Repository is published at the SAP Service Marketplace so that customers can update their individual component information. © SAP AG E2E040 5-7 .SAP System Landscape Directory System Landscape Directory System Catalog: Landscape Description Physical View: Technical System Registered automatically Data Supplier Maintained at customer site SAP Systems Master Component Repository Component Types Logical View: Business System Third Party Systems Software Catalog: Component Information Landscape Patterns Possible Combinations Update Software Component CIM Product Maintained at customer site Third Party Product & Software Component Maintained at SAP © SAP 2008 / Page 1 „ „ The SLD is running in the JAVA stack of a SAP double stack system or as a JAVA stand alone system. Applications and tools (installation. You will be prompted for a user name and password. a Master Component Repository mirrors the data from the SAP Product and Production Management System (PPMS).

Business Systems are logical systems that function as senders or receivers within the SAP NetWeaver Exchange Infrastructure.Information Stored in SLD Landscape Description „ Technical Landscape „ Landscapes „ Business Landscape Component Information © SAP 2008 / Page 1 „ „ SLD is part of the J2EE Engine and can be reached like this: http://<server_name>:<http_port>/sld It contains the following parts: • Landscape Description • Technical Landscape • Business Landscape . A Business System is always associated with a technical system. „ „ Component Information Name Reservation • Namespaces (done only by administrators) • Single names (done only by administrators – developers perform this task in the SAP NetWeaver Developer Studio) © SAP AG E2E040 5-8 .

sap.corp:50000/sld Login with: User: sapsupport PW: support Select “Landscape” and show the TT4 landscape Select „software componants“ to show the TT4 software componants © SAP AG DEMO E2E040 5-9 .wdf.Demo © SAP 2008 / Page 1 „ „ „ „ „ „ „ Open new IE Browser window Go to the Solution Manager on the TT5-system: http://twdfXXXX.

Landscape Modeling in Solution Manager
Managing system Solution Manager
Solution Manager - IT Governance – (ABAP) Solution Manager - Diagnostic – (J2EE)

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CIM via RFC (push) CIM via HTTP (push) RFC calls (poll) RFC calls (push)

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(1) ABAP based component pushes changes in deployment to SLD via Common Information Model (CIM) over RFC on regular basis (2) J2EE based component pushes changes in deployment to SLD via CIM over HTTP on regular basis (3) Unmanaged component (C/C++, Java Standalone, …) pushes changes in deployment to SLD via CIM over HTTP on regular basis (4) ABAP based components are polled on regular basis to read deployment data and transfer to SMSY via RFC (5) Remote SLD (or even several SLDs) is polled on regular basis to read deployment data transfer to SMSY via RFC (6) SMSY pushes deployment data for ABAP and non-ABAP components to SMD Landscape Model

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Introducing the Solution Concept
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Describe a group of systems, software components and business processes Are the basis for the operation scenarios
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Solution Monitoring Service Desk Change Request Management Collaboration Any project change is copied to the solution directory after being set active

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Provides handover information from the project phase to the operations phase
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Example: Design of Solutions by Regions

US Solution

US ERP US CRM Global BW

Asia ERP Asia CRM

Asia Solution

Europe ERP Europe CRM

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In this example the solutions are separated by regions. The global BW system is part of all solutions

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Example: Design of Solutions by Functional Areas

Financial Solution

Global ERP Global CRM Global BW

Logistics Solution

Global ERP Global CRM Global BW

HR Solution

Global ERP Global CRM Global BW

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In this example the solutions are separated by functional areas. All systems are part of all solutions but different business processes are running in each Solution.

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Solution Directory

Transaction SOLUTION_MANAGER is the central access point for all operation scenarios in the SAP Solution Manager
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The Solution Directory is the central point for maintaining business processes in SAP Solution Manager. Here, you can assign logical components to your solution landscape, can create business processes and copy business processes from implementation projects or other sources. You can also maintain your solution settings (like the name of the solution) here.

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System Landscape Management – Overview

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Workcenter System Landscape Management
Central Tasks
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Workcenter Capabilities
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Installation, Setup and Configuration (system and landscape management) Creating System / Server / DB entries create RFC connections Generate installation keys SW-component overview

Overview of systems and landscape
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status, architecture, release Planning of single/recurring downtime Transport Organizer etc Licence key generation System/RFC-connection setup Central / local installation

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System Administration System Monitoring

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Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager TT4 Login with: User: E2E040-Owner PW: training Show the solution directory and the work center „system landscape management“ in TT4 © SAP AG DEMO E2E040 5-17 .

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-18 .

ABAP parameters. Application. JAVA parameters) Enabling the organization to standardize the solution configuration Improving security by controlling the versions of configurations in use © SAP 2008 / Page 1 „ Intentionally blank © SAP AG E2E040 5-19 .g. database parameters.g. Customer Coding) E2E Change Diagnostics „ „ „ „ „ „ Central entry point for analyzing changes in a solution BI methods to drill down from overviews to detailed lists of changes Providing hints for root cause analysis with data and trends Providing accurate information on configuration parameters and their history (e. controlling. maintaining and verifying the versions of Configurations (e.E2E Change Diagnostics: Characteristics The Change Diagnostics supports customers in identifying. OS/DB. SAP NetWeaver.

E2E Change Diagnostics: Overview E2E Change Analysis Tools Configuration and File Reporting Technical Configuration Enhanced Change and Transport System Type of changes Patches. BI. Releases. XI. Release Business Configuration “Content” EP. The new Enhanced Change and Transport System is also able to transport Non-ABAP objects like Java archives. „ „ © SAP AG E2E040 5-20 . SLD Coding Changes to Production Productive Environment Documented in SAP Solution Manager (SMSY) © SAP 2008 / Page 1 „ „ „ This diagram shows the different tools in E2E Change Diagnostics Configuration and File Reporting extracts configuration parameter from Java or ABAP based systems and displays the parameter and their history in Solution Manager Change Diagnostics The Change and Transport System records changes to Business Configuration (Customizing Requests) and Coding (Workbench Requests). SP. Support Packages and Patches are documented in the SAP Solution Manager (SMSY). E2E Change Analysis provides a BI based reporting on all changes in a solution.

. . J2EE..) © SAP 2008 / Page 1 „ Intentionally blank © SAP AG E2E040 5-21 .) and software change (ABAP transports. This is a typical use case in Root Cause Analysis Compare configuration parameters within the transport landscape Compare configuration parameters between multiple instances in order to achieve homogeneous parameter settings Aggregated change analysis based on SAP BI: „ Aggregated view regarding changes appropriate to dedicated types as parameter change (DB.. J2EE deployments.E2E Change Analysis . ABAP.. . ABAP SP’s.Targets Easier and efficient analysis by identifying changes: „ „ „ „ Did we change any technical configuration parameters? How many transports were imported last week? When did we import support packages? Which systems of my solution were changed? Component-specific change analysis: „ „ „ Compare configuration parameters in the same system but for different timestamps.

The user interfaces for Configuration and File reporting and for E2E Change Analysis are available for both ABAP and JAVA systems. © SAP AG E2E040 5-22 .E2E Change Analysis – Architecture E2E Change Analysis Number of changes InfoCube Data collection once a day Data collection once a day Diagnostics agents Non-ABAP installations Solution tool plug-ins ABAP-based installations Solution Manager Config store Configuration and file reporting © SAP 2008 / Page 1 Parameter values „ „ „ The architecture of the E2E Change Analysis: It was developed on top of the existing configuration and file reporting. It enhances the functionalities by adding data extractors also for ABAP systems. Furthermore it aggregates the information on recent changes by BI methods. Diagnostics agents continuously track the changes with the non-ABAB systems whereas a Solution Tool Plugin on the ABAP side collects the changed data.

Overview © SAP 2008 / Page 1 „ „ „ E2E Change Analysis is integrated into the Diagnostics. Navigate to Root Cause Analysis Æ Configuration Æ E2E Change Analysis. In the first screen you see the number of changes for all systems of the solution in the selected timeframe. © SAP AG E2E040 5-23 .E2E Change Analysis .

because it reads data of several quarters. the overview report 'History of Changes for the last 2 years' may not necessarily show the changes of the last two years. Caution: „ As changes cannot be determined for the time before the setup of the E2E Change Analysis. The report will probably take some time to display the result. © SAP AG E2E040 5-24 . The displayed timeframe is restricted by the setup of E2E Change Analysis.E2E Change Analysis – Overview (most recent change) © SAP 2008 / Page 1 „ „ Select ‚History of Changes for the last two years‘ (This report reads the data of the current quarter and the 8 quarters before) and open the ‚Last Change Date‘ section. The 'Last Change Date' table lists the date of the most recent change per change group and type.

The example shows an ECC Server summary.E2E Change Analysis – ECC Server (Summary) © SAP 2008 / Page 1 „ Depending on the type of the Product Instance a 'Summary' is displayed. „ © SAP AG E2E040 5-25 . For most types of Product Instances additional buttons for 'Details' or grouped changes are offered.Summary' allows to identify in a chart or table view the grouped changes that are the best candidate for a further look on details. The 'Product Instance .

E2E Change Analysis – ECC Server (Transport Requests) © SAP 2008 / Page 1 „ The slide shows an example of the ECC specific change group ‚Transport Requests‘. © SAP AG E2E040 5-26 .

E2E Change Analysis – EP (Summary) © SAP 2008 / Page 1 „ For Product instance Enterprise Portal the changes are grouped by ‚Summary‘. 'Node Type Independent Configuration' and 'Software Release' as shown in the screen shot. 'Server Configuration'. 'Dispatcher Configuration'. 'Application Configuration'. © SAP AG E2E040 5-27 .

) Click © SAP 2008 / Page 1 „ The screen shot shows the row of the ConfigStore ‚visual properties' with a green background color.E2E Change Analysis – EP (Node Type Independent Config. © SAP AG E2E040 5-28 . Cells with a green background color allow calling the Detail Viewer to display the changed content of the ConfigStore.

g.g. 22/10/2007 to 25/10/2007 Details Viewer will display the changes of the config store ‘visual properties’ on the date e.E2E Change Analysis – EP (Detail Viewer) Details Viewer will display the changes of the config store ‘visual properties’ in the timeframe e. © SAP AG E2E040 5-29 . Depending on the cells information different time selections will be applied. 24/10/2007 (header of the column) © SAP 2008 / Page 1 „ A green background color is used for cells which have enough detailed information to offer a jump to the Detail Viewer to show the content of a ConfigStore.

0 SP 15 is avail. Release Support Package Availability NW 7/NW04s Solution Manager SPS13 SP13 available available BI_Cont SP7 available ST-A/PI 01J_CRM500 available Currently Solution Manager 7.0 SP 15 is avail.Required Software Versions for Change Diagnostics Currently Solution Manager 7. © SAP 2008 / Page 1 „ Intentionally blank © SAP AG E2E040 5-30 .

Siemens: E2E Change control Management © SAP 2007 2008 / Page 1 © SAP AG E2E040 5-31 .

Demo © SAP 2008 / Page 1 „ „ „ „ „ „ „ „ „ „ „ Open new IE Browser window Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.corp:50000/smd” Login with: User: sapsupport PW: support Select “Configuration” Select “E2E Change Analysis” Select the additionally NetWeaver 7.sap.00 Component Select “start” Select time frame last week or last month Explain the change overview and show the change overview for the ECC and the Portal © SAP AG DEMO E2E040 5-32 .

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-33 .

tracking and troubleshooting features Manage transport of ABAP and non-ABAP-objects centrally with One Transport Order (OTO) Allows combined transports for mixed objects (ABAP.E2E Change Deployment: Characteristics The Change Deployment ensures that all components involved in an application change are tested and released together. …) Allows synchronized changes to business processes which run in ABAP and JAVA 100% Compatible with SAP Solution Manager No need for upgrade of Java landscapes © SAP 2008 / Page 1 „ Intentionally blank © SAP AG E2E040 5-34 . even if they are based on different technologies. E2E Change Deployment – Enhanced Change and Transport System (CTS+) and One Transport Order (OTO) „ „ „ „ „ „ „ Connect Java Systems to standard Correction and Transport System (CTS) Non-ABAP applications inherit all properties of the ABAP Change and Transport System in terms of documentation. JAVA.

deployments and version control The Software Deployment Manager (SDM) is the Java Deployment tool (delivered as part of AS JAVA) to deploy Java patches. NetWeaver Development Infrastructure (NWDI) and its components are for JAVA coding.SAP NetWeaver Development Environments: Characteristics The different NetWeaver Development Environments integrated in SAP NetWeaver are based on different technologies NetWeaver Development Environments „ „ „ „ „ „ ABAP Development Workbench for ABAP coding NetWeaver Developer Studio. hotfixes or business packages The System Landscape Directory (SLD) is a central component in the Java Development Process (using NWDI) to register all landscape related information Enterprise Portal Content Administrator (build in to the portal) is used for Portal content deployments Exchange Infrastructure Integration Builder is used for XI/PI content changes © SAP 2008 / Page 1 „ „ „ Explain the different development environments per NW technology component ABAP Development Workbench is fully integrated within the ABAP stack to modify a ABAP system Java Coding is decentralized: NetWeaver Developer Studio is the Java Dev Frontend on the delopers PC. The deplaoyments can be done manually via SDM to the target system or by using the NWDI to transport all changes All system related configuration changes will be outomaticlly reported to the SLD All changes to Portal content will be manually exported and imported to the target EP All changes within XI/PI are usally tranported via export and import to the target XI „ „ „ © SAP AG E2E040 5-35 .

Java Archives can be checked in to transport requests as transportable objects. It allows that changes from heterogeneous development environments can be transported with the well proven ABAP Change and Transport System. . „ © SAP AG E2E040 5-36 . Quality Component n . Production Component n „ „ The Enhanced Change and Transport System (CTS+) improves the well proven ABAP Change and Transport System for all non-ABAP related transports. After executing Import Methods to deploy the Java archives the Software Deployment Manager imports the package in the target system. E.Manage Heterogeneous Development Environments Change and Transport System ABAP Workbench SE80 Exchange Infrastructure Integration Builder Developer Studio and NWDI Enterprise Portal Content Administrator … (open Interface for non-ABAP objects) © SAP 2008 / Page 1 Development Landscape ck i n che SCA Transport Quality Landscape Transport Production Landscape Deploy Quality Component 1 Deploy Production Component 1 EPA .g. . . .

sap.Demo © SAP 2008 / Page 1 „ „ „ „ „ „ „ Open new IE Browser window Go to the Portal Create and show a transport request in the TT5 Portal environment Logon to the Portal http://twdfXXXX.corp:55000/irj/portal with User: “sapsupport” PW: “support” Login with: Show the transport of an predefined iview in the TT5 Portal from the Dev-Portal to the Q-Portal © SAP AG DEMO E2E040 5-37 .wdf.

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-38 .

Allowing to consolidate demands by bundling similar changes Allowing to schedule changes according to priority.Change Request Management: Characteristics The goal of the Change Request Management is to ensure that standardized methods and procedures are used for efficient and synchronized handling of all changes to improve the quality of your day-to-day changes to production Change Request Management „ „ „ „ „ „ Transparency of all software changes Full documentation of each change: Each change in the system has a link to a Change Request and a Service Desk Tool based collection of all RfC’s. Only changes which are approved and tested come into production © SAP 2008 / Page 1 „ Intentionally blank © SAP AG E2E040 5-39 . No RfC will be lost anymore. category and possible impact All changes have to follow a proven workflow.

Three Tiers of Change Request Management SAP Solution Manager Change Admin „ Project Management „ Change Logistics „ Management of all change requests Change request categorization Change documentation Approval workflow Status reporting Project planning & budgeting Project documentation Customizing & Development (Specifications) Test management Customizing & Development (Realization) Test execution Seamless integration into TMS Transport scheduling Transport tracking „ „ „ „ „ „ „ „ „ „ „ „ Complete change history © SAP 2008 / Page 1 „ „ „ The Solution Manager provides 3 major building block to provide the Change Request Management Change Administration for managing the change requests within Solution Manger Project Management for project resource management and project and transport synchronization © SAP AG E2E040 5-40 .

© SAP AG E2E040 5-41 .Change Request Management – Sample Process SAP Solution Manager Service Desk Feedback Service Desk Employee Service Message Requester Change Request Management Developer Change Request Change Manager PRD Controlled transports Tester Change Document Task List QAS Controlled transports IT Operator Maintenance Cycle DEV © SAP 2008 „ Show the workflow of the change request from the requester thru the development until the change is deployed thru the D-Q-P-Landscape.

Change Request Management – Overview of Change Requests and Documents „ Show the overview of the change request management in the work center Change Management © SAP AG E2E040 5-42 .

Overview Page 1 © SAP AG E2E040 5-43 .Work Center Change Management Workcenter Capabilities „ „ „ „ „ Related Standards „ „ „ Change Request Inbox Change Document Inbox Maintenance Transaction Overview Hotnews Display Testing Tools Change Request Management Change Control Management Testing Central Tasks „ „ „ „ „ Create Change Requests (approval) Create Change Documents (execution) Maintenance Optimzer Testing Reporting © SAP 2008 2007 / Page Work 1 Centers for SAP Solution Manager 7.0 .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager on the TT4-system Login with: User: E2E040-Owner PW: training Show the work center „change Management“ and the entry screen for „Change requests” © SAP AG DEMO E2E040 5-44 .

This increases the control of the full change process.. On the next level of control transports in the ABAP Stack can be managed by Change Request Management in SAP Solution Manager. including the incident. Furthermore the documentation.g. Java tools). © SAP 2008 / Page 1 „ „ „ Change Request Management in SAP Solution Manager is 100% compliant with the Enhanced Change and Transport System On the lowest level transports are executed with proprietary transporting tools (e.net …. This allows a better and central control of transports. These tools can be controlled by the Enhanced ABAP Change and Transport System (CTS+). approval process and change realization process.Different Levels of Control Change Request Management SAP Solution Manager Improved Documentation Better Control Enhanced Change and Transport System (CTS+) SAP System ABAP Stack Improved Documentation Better Control ABAP Java . „ © SAP AG E2E040 5-45 . a unique tracking and troubleshooting possibilities are improved.

© SAP AG E2E040 5-46 . All transports for the whole solution are bundled by the umbrella of the Solution Manager project. When the project goes live all transport requests that belong to the same Solution Manager project are imported at the same time. So all dependencies are considered automatically. The systems have dependent transports.Change Request Management in a Mixed ABAP/JAVA Landscape Development Landscape Development Environment Transport Landscape ERP Transport Landscape CRM Transport Landscape EP Transport Landscape BW Transport Landscape PI SE80 DS & DI SE80 DS & DI Portal Content Administrator DS & DI System mySAP ERP QA Landscape System mySAP ERP Production Landscape System mySAP ERP mySAP CRM mySAP CRM mySAP CRM Enterprise Portal Enterprise Portal Enterprise Portal SE80 BW BW BW SE80 Integration Builder Process Integration (XI) Process Integration (XI) Process Integration (XI) Change Request Management SAP Solution Manager © SAP 2008 „ „ Change Request Management can handle dependent transports in different systems. In this example the Solution Manager Project comprises several SAP systems.

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-47 .

Maintenance Management „ „ „ „ „ Support Packages to streamline problem resolution and implement bundles of corrections efficiently Troubleshooting is easier on a current support package level Implementation projects might require a current support package Connected systems might require a current support package Legal changes are required © SAP 2008 / Page 1 © SAP AG E2E040 5-48 .Maintenance Management: Characteristics The goal of the Maintenance Management is to keep applications up to date and to standardized methods and procedures for efficient problem resolution.

0 (foundation for the SAP Business Suite) SAP NetWeaver 7.Business Process Platform Support for Continuous and Accelerated Innovation Accelerated Innovation Composite Applications Composition Environment Portal SAP NetWeaver 7. MDM and so on to enable our customers and partners to enhance their solution in a way. BI. the Portal. Some of the components. This will enable what we call “accelerated innovation”.1 (capabilities extending the foundation) Business Intelligence Master Data Management Continuous Innovation EhP EhP EhP EhP EhP EhP CRM SRM SCM PLM Accelerated Innovation Process Extensions Non-SAP ERP SAP Business Suite SAP NetWeaver 7. On top of that we provide the (NetWeaver) CE – the composition environment – to compose new applications based on web services. will be available for our customers to extend their functionality in the future. which is based on “enterprise SOA by design”.1 Enterprise SOA by Design Enterprise SOA by Evolution End-to-End Solution Operations © SAP 2008 / Page 1 „ „ „ For our Midmarket customers we have extended our portfolio in 2007 with SAP Business ByDesign. providing a game-changing suite of applications. they don’t have to modify their solution – also providing “accelerated innovation” Our challenge is now to support all of that providing End-to-End Solution Operations „ © SAP AG E2E040 5-49 . the process extensions.

Enhancement and Maintenance for NW and ERP 6.0 2005 2006 2007 2008 2009 2010 Enhancement Packages Next Release mySAP ERP (2005) 6.0 Customers Adopt Innovation at their Pace Process and User Interface Simplification New Enterprise Services Industry-Specific Enhancements Cross-Industry Functional Enhancements © SAP 2008 © SAP AG E2E040 5-50 .0 SAP NetWeaver 7.

0 pending partner negotiations. (+ 2%)* Ext. To ensure that customers take advantage of innovations while minimizing the impact to core operational systems. For SAP applications based on SAP NetWeaver 2004 and higher. SAP plans to accelerate delivery of new functionality through enhancement packages that customers can optionally implement on top of mySAP ERP 2005. (+ 2%)* Ext. (+ 2%)* Ext. The intent is to deliver more innovation. Maintenance (+ 4%)* Customer-Specific Maintenance SAP R/3 Enterprise 47x200 SAP R/3 Enterprise 47x110 SAP R/3 4. end-to-end business processes such as order to cash or “hire to retire. please visit SAP Service Marketplace at service. We plan to deliver the next ERP release in 2010. Maintenance (+ 4%)* Customer-Specific Maintenance Customer-Specific Maintenance This strategy is also valid for all industryspecific add-on applications and SAP enhancement packages for SAP ERP based on the releases above. Maint. Dec Dec Dec Mar Jun Mar Mar Mar Mar 2005 2006 2007 2008 2009 2010 2011 Mar 2012 2013 2014 2015 2016 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. Maint.com/maintenance. As part of its release strategy. extended maintenance. © SAP 2008 / Page 1 „ „ „ „ „ „ „ „ „ „ The maintenance strategy for SAP applications is based on the following principles: SAP offers three successive maintenance phases: mainstream maintenance. Maintenance Ext. Maint.sap. ** SAP ERP 6. more quickly. Maint.Release and Maintenance Strategy SAP ERP SAP ERP 6.6B Mainstream Maintenance Ext. SAP announces the planned duration of the mainstream maintenance period for a release as soon as the release is announced. To find further information. Maint.0 is the application release formerly known as mySAP ERP 2005. (+ 4%)* Ext. (+ 2%)* Ext. Maintenance (+ 4%)* Customer-Specific Maintenance Ext. Enhancement packages are intended to contain functional enhancements and enterprise services in areas such as shared services.6C SAP R/3 3. SAP provides support packages during mainstream maintenance and extended maintenance.” supplier collaboration. SAP is thus ensuring the greatest possible protection of your investments by continuing to deliver high-quality ERP functions. (+ 2%)* Ext. SAP usually applies the 5-1-2 maintenance strategy: Five (5) years of mainstream maintenance One (1) year of extended maintenance (currently at an additional 2% fee) Two (2) years of extended maintenance (currently at an additional 4% fee) SAP is evolving the mySAP ERP major release schedule to a five-year rhythm to better align with the customer adoption cycle.0** RampUp Mainstream Maintenance Ext. and customer-specific maintenance.com/erp and service.sap. Maintenance (+ 4%)* Customer-Specific Maintenance Mainstream Maintenance Mainstr.1I – 4. The delivery frequency of support packages is dependent on the maintenance phase. and industry-specific functionality. Potential maintenance extension for SAP ERP 6. in a more accessible way. Maintenance (+ 4%)* Customer-Specific Maintenance mySAP ERP 2004 Mainstream Maintenance Ext. E2E040 5-51 © SAP AG Mar Oct . Maint.

such as systems standstills or data loss Allow customers to filter and display SAP HotNews for their chosen components SAP TopNotes „ „ „ „ Inform you about on potential hot spots in your projects Published on a monthly basis Represent the ten most important SAP Notes for each component Reviewed monthly by experts in the relevant departments and updated based on the current SAP Note customer usage rate © SAP AG E2E040 5-52 .Maintenance Schedule for Customers Solutions 2007 2008 2009 Implementation Projects Market Campaign Complaint Management Rollout Brazil SAP Maintenance SP Stack Hot News Top Notes Incident © SAP 2008 / Page 1 One or two times per year …. …. Periodic review and corrections Urgent Corrections Notes/Patches …. SAP HotNews „ „ Contain solutions for customer problems with very high priority.

deciding on relevance and implementing Hot News © SAP AG E2E040 5-53 .Optimized Process for support package stacks Maintenance Optimizer SAP Solution Manager Display relevant corrective SAP software packages Approve download Download Approve Import Test Release to production © SAP 2008 / Page 1 „ „ The Maintenance Optimizer controls the download of software patches and updates for all software components from SAP and from partners. SAP HotNews Inbox controls the process from retriving.

Change Request Management – Overview of Change Requests and Documents „ Show the overview of the change request management in the work center Change Management © SAP AG E2E040 5-54 .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager on the TT4-system Login with: User: E2E040-Owner PW: training Show the work center „change Management“ and the entry screen for „Maintenance Optimizer” © SAP AG DEMO E2E040 5-55 .

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 / Page 1 © SAP AG E2E040 5-56 .

For maintenance projects like support package implementation and upgrades even up to 70 percent © SAP AG E2E040 5-57 .Test Management: Characteristics The goal of the Test Management is to provide efficient and smooth procedures for manual and script-based testing Test Management Benefits: „ „ „ „ Reducing project costs and efforts significantly Continuous tracking and status analysis of the test progress Clear and detailed test descriptions Reproducible test results © SAP 2008 / Page 1 „ The testing effort is between 20 and 30 percent of the total project effort.

.and every change requires testing Business inspired changes Mergers and Acquisitions Continuous Improvements Functional Upgrades … IT inspired changes Technical Upgrades Support Packages Notes . © SAP 2008 / Page 1 Test effort Business inspired changes IT inspired changes „ SAP Implementation • Executive & LOB sponsorship • Committed vendor/SI support • Project budget „ SAP in Production • Silo teams with each their own focus • Frequent Changes. Updates & Upgrades..Change is a Fundamental Principle – Testing a necessity There are many changes in the solution life cycle . SI or other resources Usually 80% reduction in team size © SAP AG E2E040 5-58 . SOX • Limited Vendor.

The test coordinator creates for each test phase a test plan and tester assignment. The test coordinator plans the test phases in detail and supports the project manager in coarse planning. „ © SAP AG E2E040 Bug Fixing 5-59 . During the business blueprint phase the test coordinator develops the test concept with support of the technical implementation team and the business analyst.Testing along the Software Lifecycle Implementation Project Project Preparation Test planning Business Blueprint Business Blueprint Doc Test Concept Realization Development/Test Final Preparation and Go Live Testing & Bug Fixing is ~30% of total project effort Code Freeze Performance Test User Acceptance Test Final Accep. The test coordinator ensures that while the business blueprint structure is build test cases are described and developed according to the business processes. Test OK Performance sign off System OK sign off Test Case Development Integration Test Bug Fixing Bug Fixing Review Review Unit Test (Debugging) Functional sign off OK Operation. Testing shall be planned accordingly. Before each test phase an update of the test concept is required. Release Delivery Test in Solution Manager © SAP 2008 / Page 1 Regression Test „ „ „ In average testing and bug fixing consumes 30% of the project resources and duration. The test coordinator verifies the test cases and ensures the creation and update. Testers for the first test phase are nominated and invited. At the project planning and preparation the coarse testing phases are scheduled.

The first step of test organization in more detail is creating a test plan.g using eCATTs Check the status of your tests in the Status Info System © SAP 2008 / Page 1 „ „ You organize tests after you have created a Business Blueprint and made initial configurations in the Realization phase. consisting of business scenarios. © SAP AG E2E040 5-60 . the system will also provide all those manual and automated test cases you have already assigned to processes or process steps. processes and process steps. When you create a test plan. In addition. the system will offer you exactly this project structure as a basis for your test plans. During the Business Blueprint phase. you have created a project structure. and you can select them for your test plan.Testing – Process in Detail Business Blueprint & Configuration Selected Business Scenarios Internet Sales: B2C Business Processes Business-to-Consumer Register in Web Shop Select Product Update Shopping Basket Order Processing Create Order Process Order Test Plan Central definition and preparation of test plans and packages Assign test packages to Testers Selected Business Scenarios Internet Sales: B2C Business Processes Business-to-Consumer Register in Web Shop Select Product Update Shopping Basket Order Processing Create Order Process Order Testers find test packages in their personal Worklist and execute the test e. You have then assigned transactions and test cases to process steps.

Overview of Change Requests and Documents „ Show the overview of the change request management in the work center Change Management © SAP AG E2E040 5-61 .Change Request Management .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager on the TT4-system Login with: User: E2E040-Owner PW: training Show the work center „change Management“ and the entry screen for „Test Management” © SAP AG DEMO E2E040 5-62 .

the performance of a system. © SAP 2008 „ In performance tests the throughput and response times of the system are measured. that harm system performance. A prerequisite for the execution of performance tests is the functional correctness of the application to be tested. Virtual Users are deployed. e. Performancetests are an important extension of pure functional tests. Therefore. is tested and monitored. A Stress Test analyses the performance of a system under extreme conditions.Performance Tests Performance Tests „ „ „ Response time of important transactions Runtime of critical background jobs Performance tests are usually highly automated Load and Stress Tests „ During a Load Test. Period-end closing test „ „ Goal of both load and stress testing is the identification of so-called „bottlenecks“. depending on the amount of users working simultaneously in a system.g. by creating mass data. © SAP AG E2E040 5-63 .

The number of parallel executions is controlled by a controller. © SAP AG E2E040 5-64 .g. Then the scripts can run in parallel. The controller also collects monitoring data from the different systems and platforms which are involved in the test.g. ERP) Monitoring J2EE Monitoring CCMS Database Monitoring DB Monitoring OS Operating System © SAP 2008 „ „ „ The first step in the execution of automated load tests is to record scripts.Loadgeneration by External Tools Controller „ Controls the test „ Collects monitoring Loadgenerator Server (e. EP) data Backend (e.

The script „empty“ did not yet start. certain monitoring data is collected. The graphs show the number of virtual users (Vusers). You can start and stop scripts or add virtual users with the buttons next to the „Scenario Groups“. In the lower part of the screenshot. In this example the script „test1“ is executed 30 times in parallel.Loadtest Generator © SAP 2008 „ This is a screenshot of SAP Loadrunner by Mercury. In the box „Scenario Groups“ you see two different test scripts which run in parallel. the transaction response time and the Windows resources. the hits per second. „ „ © SAP AG E2E040 5-65 .SAP Loadrunner by Mercury . After the test run the monitoring data is available for further analysis.

Change Control Management: Unit Summary You should now be able to: „ „ „ „ „ Explain the characteristics of E2E Change Diagnostics Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments Describe the goal and processes of the Change Request Management Describe the characteristics of Maintenance Management Describe the tools and benefits of Test Management © SAP 2008 © SAP AG E2E040 5-66 .

Change Control Management: Unit Overview Change Control Management Lesson 1: Introduction to E2E Change Control Management Lesson 2: Solution Landscape Documentation Lesson 3: E2E Change Diagnostics Lesson 4: Enhanced Change and Transport System Lesson 5: Change Request Management Lesson 6: Maintenance Management Lesson 7: Test Management Appendix: Maintenance Overview for Selected SAP Applications © SAP 2008 © SAP AG E2E040 5-67 .

Release and Maintenance Strategy SAP ERP SAP ERP 6. Maintenance Ext. Maint. Maint. Maintenance (+ 4%)* Customer-Specific Maintenance SAP R/3 Enterprise 47x200 SAP R/3 Enterprise 47x110 SAP R/3 4.0** RampUp Mainstream Maintenance Ext. Maintenance (+ 4%)* Customer-Specific Maintenance Customer-Specific Maintenance This strategy is also valid for all industryspecific add-on applications and SAP enhancement packages for SAP ERP based on the releases above. Maintenance (+ 4%)* Customer-Specific Maintenance Ext. Maint. (+ 2%)* Ext. Maint. Maintenance (+ 4%)* Customer-Specific Maintenance mySAP ERP 2004 Mainstream Maintenance Ext.6C SAP R/3 3. (+ 2%)* Ext. Potential maintenance extension for SAP ERP 6. (+ 2%)* Ext. Maint. (+ 2%)* Ext. (+ 2%)* Ext.0 is the application release formerly known as mySAP ERP 2005. © SAP 2008 © SAP AG E2E040 Mar 5-68 .0 pending partner negotiations. (+ 4%)* Ext.6B Mainstream Maintenance Ext. Maint. Maintenance (+ 4%)* Customer-Specific Maintenance Mainstream Maintenance Mainstr. Dec Dec Dec Mar Mar Mar Mar Mar Jun 2005 2006 2007 2008 2009 2010 2011 2012 2013 Mar Oct 2014 2015 2016 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. ** SAP ERP 6.1I – 4.

Maint.1 RampUp Mainstream Maintenance Ext. ** SAP NetWeaver 7. Maintenance (+ 4%)* Customer-Specific Maintenance SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S. (+ 2%)* Ext.1 Customer-Specific Maintenance SAP BW 3.0 pending partner negotiations. Potential maintenance extension for SAP NetWeaver 7. Maintenance (+ 4%)* Customer-Specific Maintenance SAP BW 3.Release and Maintenance Strategy SAP BW SAP NetWeaver 7. © SAP 2008 / Page 1 © SAP AG E2E040 Mar 2016 5-69 . (+ 2%)* Ext.0B Customer-Specific Maintenance Dec Mar Mar Jun Mar 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 Mar Oct 2015 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. Maint. Maint. (+ 2%)* Ext.0** RampUp Mainstream Maintenance Ext. Maintenance (+ 4%)* Customer-Specific Maintenance SAP NetWeaver 2004 Mainstream Maintenance Ext.

(+ 2%)* Ext. databases and middleware components).0. Maintenance (+ 4%)* Customer-Specific Maintenance SAP CRM 4. There is no compatible replacement version for this JDK. ƒ Customers should take note of the supported SAP Kernel releases and their end of maintenance dates.1 Customer-Specific Maintenance *** Restrictions for SAP CRM 4. Maint. (+ 2%)* Ext. Maint.40 Java stack supported beyond Dec 2006 ƒ SUN JDK 1. only 6.3.0** RU Mainstream Maintenance Ext. Maintenance (+ 4%)* Customer-Specific Maintenance SAP CRM 2007 (SAP CRM 6.Release and Maintenance Strategy SAP CRM SAP CRM 7.0: ƒ 6. and the supported operating system and database versions for each SAP Kernel release. Maintenance (+ 4%)* Customer-Specific Maintenance SAP CRM 2005 (SAP CRM 5.1 (mobile scenarios using SAP CRM IPC): SUN will not support this JDK version beyond December 2006.0 pending partner negotiations © SAP 2008 / Page 1 © SAP AG E2E040 Mar 5-70 . Therefore customers can continue using this JDK at their own risk.0 Mainstream Maintenance*** SAP CRM 3. Maint. The customer may therefore have to upgrade to more recent versions of these components Dec Dec Nov Jun Dec Mar Mar Mar 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 Mar Oct 2015 2016 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.0) RampUp Mainstream Maintenance Ext. 3. ƒ SAP cannot support components provided by third-party suppliers (for example operating systems. which have run out of maintenance by their suppliers.0) RU Mainstream Maintenance Ext. ** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6. (+ 2%)* Ext.20 Java stack supported only until Dec 2006. or have to upgrade to a higher CRM release.0 or SAP NetWeaver 7.

** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.1) Mainstream Maintenance Ext. Maint.0 or SAP NetWeaver 7.Release and Maintenance Strategy SAP SCM SAP SCM 7.1) RampUp Mainstream Maintenance Ext. (+ 2%)* Ext. Maintenance (+ 4%)* Customer-Specific Maintenance mySAP SCM 2004 (SAP SCM 4.Maintenance (+ 4%)* Customer-Specific Maintenance SAP SCM 4. Maintenance (+ 4%)* Customer-Specific Maintenance SAP SCM 2005 (SAP SCM 5.0 pending partner negotiations © SAP 2008 / Page 1 © SAP AG E2E040 Mar 2016 5-71 . (+ 2%)* Ext.0 Customer-Specific Maintenance Jun Aug Nov Dec Dec Mar Mar Mar Mar Jun 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 Mar 2015 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. Maint. (+ 2%)* Ext . (+ 2%)* Ext. Maint.0) RampUp Mainstream Maintenance Ext. Maint.0** RU Mainstream Maintenance Ext. Maintenance (+ 4%)* Customer-Specific Maintenance SAP SCM 2007 (SAP SCM 5.

0 pending partner negotiations © SAP 2008 / Page 1 © SAP AG E2E040 Mar 5-72 . Maintenance (+ 4%)* Customer-Specific Maintenance SAP SRM 3. Maint. (+ 2%)* Ext.0) RampUp Mainstream Maintenance Ext. Maint. (+ 2%)* Ext. Maint. Maint. Maintenance (+ 4%)* Customer-Specific Maintenance mySAP SRM 2004 (SAP SRM 4.0) RU Mainstream Maintenance Ext.Release and Maintenance Strategy SAP SRM SAP SRM 7. Maintenance (+ 4%)* Customer-Specific Maintenance SAP SRM 2005 (SAP SRM 5.0 *** Customer-Specific Maintenance *** SAP SRM 3.5 supported only until June 2005.0 supported beyond June 2005 and to Dec 2006 Nov Jun Dec Dec Mar Mar Mar 2005 2006 2007 2008 2009 2010 Mar 2011 2012 2013 Mar Oct 2014 Mar 2015 2016 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year. only Requisite 4.0: Requisite 3.0** RU Mainstream Maintenance Ext. ** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6. Maintenance (+ 4%)* Customer-Specific Maintenance SAP SRM 2007 (SAP SRM 6.0 or SAP NetWeaver 7. (+ 2%)* Ext. (+ 2%)* Ext.0) Mainstream Maintenance Ext.

Potential maintenance extension for SAP ERP 6.0** RampUp Mainstream Maintenance Ext.5 Customer-Specific Maintenance SAP SEM 3. Maint.Release and Maintenance Strategy SAP SEM SAP ERP 6. © SAP 2008 / Page 1 © SAP AG E2E040 Mar 2016 Oct 5-73 . Maintenance (+ 4%)* Customer-Specific Maintenance mySAP ERP 2004 Mainstream Maintenance Ext.2 Customer-Specific Maintenance SAP SEM 3.0 is the application release formerly known as mySAP ERP 2005.0 pending partner negotiations. (+ 2%)* Ext. ** SAP ERP 6. (+ 2%)* Ext. Maintenance (+ 4%)* Customer-Specific Maintenance SAP SEM 3. Maint.1B Customer-Specific Maintenance Dec Jun Mar Mar Mar Mar 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.

20 Customer-Specific Maintenance Jun Dec Mar Mar Mar Mar Oct 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 * Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.1 SAP NetWeaver 7. (+ 2%)* Ext.0 is the release formerly known as SAP NetWeaver 2004S. Potential maintenance extension for SAP NetWeaver 7. Maint. Maintenance (+ 4%)* Customer-Specific Maintenance SAP Enterprise Portal 6. Maint. Maintenance (+ 4%)* Customer-Specific Maintenance SAP NetWeaver 2004 Mainstream Maintenance Ext. (+ 2%)* Ext. Maintenance (+ 4%)* Customer-Specific Maintenance RampUp Mainstream Maintenance Ext. Maint.Release and Maintenance Strategy SAP Enterprise Portal SAP NetWeaver 7. © SAP 2008 / Page 1 © SAP AG E2E040 Mar 2016 5-74 . ** SAP NetWeaver 7. (+ 2%)* Ext.0_6.0 pending partner negotiations.0** RampUp Mainstream Maintenance Ext.

Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 6-1 .Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP.

Business Process Operations Contents: „ „ „ „ Job Scheduling Management Business Process and Interface Monitoring Business Process Performance Optimization Data Consistency and Data Volume Management © SAP 2008 © SAP AG E2E040 6-2 .

Business Process Operations: Unit Objectives After completing this unit. you will be able to: „ Explain the characteristics and activities of the Job Scheduling Management Describe the goals and processes of Business Process and Interface Monitoring Explain the methodology and benefits of Data Volume Management „ „ © SAP 2008 © SAP AG E2E040 6-3 .

Business Process Operations: Unit Overview Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management © SAP 2008 / Page 1 © SAP AG E2E040 6-4 .

Archiving and reorganization jobs have often long runtimes so that they need some special consideration in the scheduling.Job Scheduling Management Business Process Performance Optimization Data Volume Management Job Scheduling Management Archiving Backup Transports MRP Run 1000 MRP Run 2000 MRP Run 3000 Billing Run Reorganization Data Consistency Management Business Process & Interface Monitoring © SAP 2008 / Page 1 „ „ „ Besides the technical job documentation one should also document error-handling and monitoring procedures which also helps BPMon If jobs exceed an expected maximum duration which might be detected by BPMon. This leads to further scheduling restrictions. then this might lead to a re-scheduling of the jobs Jobs that check data consistency have usually a long runtime so that they need some special consideration in the scheduling. „ „ © SAP AG E2E040 6-5 . Additionally these jobs should often not run in parallel to dependent application related jobs. On the other hand the job runtime might be significantly improved by reducing the data volume to be processed BPPO might reduce the runtime of long-running jobs or ease bottleneck situations by reducing the HW utilization of jobs.

Job Scheduling Management – Process View Business Department Create Job Request Receive Confirmation End/Key User Plan job request Create job Document job Test job Schedule job Run job Monitor job Error Perform Root Cause Analysis Application Management Team SAP Technology Operation Team IT Support Organization © SAP 2008 / Page 1 © SAP AG E2E040 6-6 .

CRM. There will be greater visibility of all the jobs running across modules (and in all systems). By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.Escalation procedures • Tools for scheduling and monitoring. Therefore coordinating peak processing times.Time schedule . „ „ Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages: There will be a reduction in the repetitive tasks across different system sites and module owners.) and will be able to ensure optimal job scheduling concerning limited time windows. As the organization grows and systems start to become distributed (APO. EBP etc.). Job Scheduling Management is a common task that is applicable across different areas. hence reducing unnecessary repetition. E2E040 6-7 „ © SAP AG .Example productive jobnet HR © SAP 2008 / Page 1 „ Necessary for Job Scheduling Management are: • Overview of all business and maintenance activities • Organization for Job Scheduling Management • Concept for Job Scheduling Management . a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc. as well as finding open time windows can be controlled and coordinated more effectively by this centralization. BW.Tasks and responsibilities .

Therefore coordinating peak processing times. There will be greater visibility of all the jobs running across modules (and in all systems). as well as finding open time windows can be controlled and coordinated more effectively by this centralization.). hence reducing unnecessary repetition.Time schedule . As the organization grows and systems start to become distributed (APO. EBP etc.Escalation procedures • Tools for scheduling and monitoring. BW. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.Tasks and responsibilities . a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc. CRM.) and will be able to ensure optimal job scheduling concerning limited time windows. „ „ Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages: There will be a reduction in the repetitive tasks across different system sites and module owners.Operation Phases for Job Scheduling Management 1/2 Planning „ Get an overview of which activities have to be executed „ Make a time schedule for all activities Scheduling or Controlling „ Information gained during the planning phase is brought into action „ Actual job data is entered into system landscape „ Some activities require user action (such as raising an event or manual start of job) „ Check that all activities stay on schedule © SAP 2008 / Page 1 „ Necessary for Job Scheduling Management are: • Overview of all business and maintenance activities • Organization for Job Scheduling Management • Concept for Job Scheduling Management . E2E040 6-8 „ © SAP AG . Job Scheduling Management is a common task that is applicable across different areas.

Job Scheduling Management is a common task that is applicable across different areas. a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc. „ „ Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages: There will be a reduction in the repetitive tasks across different system sites and module owners. hence reducing unnecessary repetition. CRM. BW. As the organization grows and systems start to become distributed (APO. There will be greater visibility of all the jobs running across modules (and in all systems). By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time. as well as finding open time windows can be controlled and coordinated more effectively by this centralization. E2E040 6-9 „ © SAP AG . error logs must be checked „ Based on execution time. EBP etc.Escalation procedures • Tools for scheduling and monitoring. Therefore coordinating peak processing times. © SAP 2008 / Page 1 „ Necessary for Job Scheduling Management are: • Overview of all business and maintenance activities • Organization for Job Scheduling Management • Concept for Job Scheduling Management .Operation Phases for Job Scheduling Management 2/2 Monitoring and Analysis „ See if activities are canceled because of errors „ For certain background activities. certain activities must be rescheduled „ React to error situations (such as restart or abort background job) All these activities should be performed centrally.) and will be able to ensure optimal job scheduling concerning limited time windows.Tasks and responsibilities .).Time schedule .

memory) is a restriction for activities running in parallel Need for Maintenance Activities „ Periodic maintenance activities that require a time window or system downtime – such as database backups Limitations on Activities Running in Parallel „ Functional limitations that certain activities should not run in parallel – such as document processing parallel to consistency checks © SAP 2008 / Page 1 „ „ „ Hardware resources set a limit for the processing of parallel activities Optimal performance and optimal throughput is reached if the hardware resources are used optimally Hardware resources that can limit the parallel processing • Number of CPUs (for application and database server) • Available main memory • Network capacity. available CPUs and memory are the most critical resources.Influencing Factors 1/2 Time Restrictions „ Certain business activities have time restrictions and requirements – such as the creation of deliveries between 8 a.m. and 9 a. „ For an SAP R/3 infrastructure.m. © SAP AG E2E040 6-10 . Resource Restrictions „ Hardware capacity (CPU.

you can define a time window for customers calls. you can schedule a database backup to run every night starting at 10 pm. but online sales order entry cannot be scheduled if customers place their orders by telephone. • Business activities include all processing activities in the solution landscape that are required to run the business of the company. the business hours of the call center. • Maintenance and administration includes all activities that are required to maintain and manage the hardware and software components. However. document processing is more important than reporting „ Priorities are defined by the business and business owners „ Different business owners see priorities differently – conflict! Different Regional Requirements „ Regional subsidiaries of an international company can have their own requirements for scheduling activities „ Combination of the different requirements can be critical © SAP 2008 / Page 1 „ In a solution landscape. Typically. Activities are associated either with business operations or with maintenance and administration. For example. some activities can be scheduled individually and others cannot. „ © SAP AG E2E040 6-11 . the activities come from the execution of the business processes or business reporting. for example.Influencing Factors 2/2 Different Priorities for Activities „ Activities in business operations always have different priorities – for example.

„ Additionally. „ The ‘conventional’ SAP scheduling functionality is not sufficient to fulfill the business needs. „ Redwood has a deep integration into SAP Net Weaver. the long standing software partnership between SAP and Redwood is the best basis for building an integrated job scheduling solution.Scheduling Requirements New Requirements in Scheduling „ With SAP NetWeaver as an integration platform. cross-component business process automation is required for ABAP and Java. © SAP 2008 / Page 1 © SAP AG E2E040 6-12 . eventtriggered). „ Major parts of business processes are ‘scheduled’ (time-dependent. „ SAP Partners with Redwood Software „ Redwood is an industry-leading job scheduling software company (in SAP and nonSAP environments).

do not start before job A. operating system commands and Java Beans While it is only possible with SM36 to schedule SAP jobs in the one system you are logged on to.e.C) where C should be the regular job and A should be reserved for those jobs that have to be executed under any circumstance.B. no external parallelization) No automation possible „ „ „ „ „ „ © SAP 2008 „ With SM36 it is only possible to schedule SAP jobs. The same applies for the Basic Cronacle version for SAP NetWeaver. With the Full Cronacle version it is also possible to really schedule across the entire (SAP and non-SAP) System Landscape centrally. C Only two queues (class A vs. i.g. values between 1-100 „ „ „ © SAP AG E2E040 6-13 . SM36 allows only the differentiation between three job classes (A. Cronacle allows a much broader differentiation of job priorities. parallelization) Process automation depending on raised events „ Mainly time-driven scheduling „ „ „ Only three different job classes A. B.g. Hence the job schedule is more dynamic and most of the time a higher/faster data throughput can be achieved. SAP Central Process Scheduler 1/2 SM36 „ „ SAP Process Scheduler „ „ Scheduling of SAP jobs only Scheduling for one system Scheduling of SAP and non-SAP jobs Central Scheduling for entire system landscape Mainly event-driven scheduling (higher throughput) Job priorities between 1-100 Several logical queues can be created (e. B and C have successfully finished). per application) Job chain functionality (job can wait for several events to happen.Comparison: SM36 vs. class B and C) No job chain functionality (job waits at max for one job to finish. With the Full Cronacle version it is also possible to schedule non-SAP jobs. Hence the job schedule is quite static and fix. With SM36 the majority of jobs is scheduled time-driven as there exist technical restrictions that jobs can only react on one event at a time. With Cronacle most of the jobs are scheduled event-driven as one job can wait for several events to be raised (e. with Cronacle it is possible to schedule SAP jobs centrally across the entire SAP System Landscape.

Example for parent child job is given on the next slides „ „ „ © SAP AG E2E040 6-14 . Hence you find far less job definitions in the system. for different plants) via SM36 you have to define and schedule one job per variant.g. In Cronacle you could define just one job and schedule this job just with different parameters according to the needed variant. Hence the end-user jobs could be intercepted and then run on Sunday when there is not much load on the system. SAP Central Process Scheduler 2/2 SM36 „ SAP Process Scheduler „ Not possible to schedule periodic jobs only at certain time frames (business hours) One job per variant (e. These jobs might block valuable resources on Friday afternoon that are needed for important jobs that have to be finished until Saturday. Once users have this permission the operations team responsible for job-scheduling has no control over these jobs. Example: Many end-users schedule execute reports on Friday afternoon where they are just interested in the result on Monday morning when they are back in the office. ) „ Simple workload distribution (depending on free BTC work processes) Job dependencies hardly considered No control over jobs that are directly scheduled by end-users „ „ „ „ Job dependencies across systems (SAP and non-SAP) considered „ End-user jobs can be intercepted „ „ No control over parent-child jobs Possible to check if all related child jobs are successfully finished © SAP 2008 „ A common problem for customers is how to proceed with users that want to schedule ad-hoc jobs? So in the SM36 environment you can just decide if you give authorization to end-users or key-users to schedule jobs or if you don’t grant this permission. Memory paging etc.Comparison: SM36 vs. With Cronacle it is possible to define specific users or user groups which are checked for ad-hoc jobs. Whenever one of the mentioned users schedules a job this job is intercepted and checked for rules on how to proceed. per plant) Several time frames can be defined and included/excluded into each other „ „ One job definition can be used with different parameters Sophisticated workload (depending on CPU utilization.g. If you have one report that should be scheduled with different variants (e. Should the job really run immediately or should it be scheduled at a later point in time.

Scheduling in SAP Central Process Scheduler (1/2) © SAP 2008 „ This is the UI for the Central Process Scheduler © SAP AG E2E040 6-15 .

Scheduling in SAP Central Process Scheduler (2/2) © SAP 2008 „ How to schedule a job in the Central Process Scheduler © SAP AG E2E040 6-16 .

Work center – Job Management © SAP 2008 / Page 1 © SAP AG E2E040 6-17 .

Workcenter Job Management Workcenter Capabilities „ „ „ „ „ Related Standards „ Central job monitoring list Display documention Scheduling view Reports Job creation messaging Job Scheduling Management Central Tasks „ „ „ „ Job monitoring console Job documentation repository Job scheduling Reporting © SAP 2007 2008 / Page 1 © SAP AG E2E040 6-18 .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager TT4 Login with: User: E2E040-Owner PW: training Show the work center „Job Management“ and the “job scheduling” in TT4 © SAP AG DEMO E2E040 6-19 .

Business Process Operations: Unit Overview Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management © SAP 2008 / Page 1 © SAP AG E2E040 6-20 .

Initial Customer Situation Headquarter Customer Supplier EDI EDI EDI Production EDI EDI EDI Distributor EDI Warehouse Subcontractors © SAP 2008 / Page 1 „ „ „ Complex solution landscape Different systems in different physical locations Large number of interfaces IT recognizes problem situation Æ Impossible to know business relevance of problem situations within the landscape © SAP AG E2E040 6-21 .

EPP Create Sales Order CRM .C00 SAP ECC . „ This way.TT5 Create Sales Order Who reacts? How? When is 2nd level informed? Who is the escalation contact? Create Sales Order Check Availability Run MRP Procurement Process Manufacturing Process Warehouse .Purpose of Business Process and Interface Monitoring SAP R/3 Headquarter Customer CRM Supplier SRM/EBP Production SCM/APO Problem occurs somewhere in the solution landscape Distributor Legacy System Warehouse WMS Subcontractor Legacy System Which part of the core business process is affected? SAP ENTERPRISE PORTAL . you prevent cost-intensive downtime of the business process.TT5 Create Outbound Delivery Post Goods Issue Create Picking Transfer Order Confirm Picking Transfer Order Create Outbound Delivery Post Goods Issue Create Billing Document © SAP 2008 / Page 1 „ Purpose of Business Process Monitoring is to help you determine the business relevance of problems in your system landscape and enable your solution support organization to • detect business critical situations as fast as possible (before they disrupt the flow of the business process) by defined monitoring responsibilities (who is supposed to notice the problem) and monitoring tasks (what has to be done to observe a problem) • react effectively and efficiently in case of problems to solve them as quickly as possible by defined error handling procedures (how do you have to react) and escalation paths (whom do you have to contact if the error handling procedures don’t solve the problem). © SAP AG E2E040 6-22 .

TT5 Create Outbound Delivery Post Goods Issue Post Goods Issue Run MRP Procurement Process Create Outbound Delivery Create Billing Document Create Picking Transfer Order Confirm Picking Transfer Order Goods Issues are not posted © SAP 2008 / Page 1 „ „ Sample process “Order to Cash” for company IDES The are typical error situations that would be covered by Business Process sand Interface Monitoring. © SAP AG E2E040 6-23 .TT5 Create Sales Order Create Sales Order Check Availability MRP run not started Job SD_CREATE_SALES_ORDERS_2H cancels regularly Replication of the Outbound Delivery fails Manufacturing Process Warehouse .C00 SAP ECC .Typical Error Situations for Sample Process SAP ENTERPRISE PORTAL .EPP Create Sales Order CRM .

„ It includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes.Definition of Business Process and Interface Monitoring Definition of Business Process and Interface Monitoring „ Business Process and Interface Monitoring is the proactive and process-oriented monitoring of the most important or critical business processes of a company. © SAP 2008 / Page 1 © SAP AG E2E040 6-24 . „ Organizational processes must be designed and controlled.

due list log etc. application log..Functional Scope of Business Process Monitoring Includes the solution-wide observation of: „ Job scheduling management „ Key Performance Indicators (performance.) „ Business process completion „ Data transfer via interfaces between software components „ Technical infrastructure and components required to run the business processes Comprises: „ Detailed procedures for error handling and problem resolution „ Precise definition of contact persons and escalation procedures „ Tight integration into the customer’s solution support organization. throughput) „ Business application logs (e.g. © SAP 2008 / Page 1 © SAP AG E2E040 6-25 .

Starting Point for Business Process and Interface Monitoring concept Phases of a Software Implementation Project Strategic Framework Technical Technical and and Integration Operations Design Implementation Cutover and Start of Production Operations and Continuous Improvement Define and Create a Monitoring Concept Implement the Monitoring Concept Start Monitoring Continuous Improvement Ideal Starting Point: Creation of Monitoring concept started during the “Technical and Integration Design” phase of implementation project Later Starting Points: Establishing a Business Process and Interface Monitoring concept can be started during a later phase of at any time during the productive operation of the business processes. It should ideally be established during the implementation phase of a project and be handed over to productive operations with the GoLive of the business processes. © SAP 2008 / Page 1 „ A Business Process Monitoring concept is part of the operations concept for the entire solution. This way the business processes are already properly monitored after they have gone live. Creating a Business Process Monitoring concept consists of several steps. „ © SAP AG E2E040 6-26 .

Example: Interface overview personal administration PENSION MEDIF DIALOG APM KOPAS/PROFIS WANDA UNFAS PEDATIS-AVU DIAS DEPOT/DB2 BIBLO WEGA ORGMAN xsdLDE-Mail xsdLDE-LINIE TARSYS MAIL/KMAIL MABON Kreditorg. VIL RACER BASIS 2 LDE-RACER DE-HLS PERSONAL administration Course Planning PEPlan LDE-X500 BALTIS / BAV GEWAS SOWAS ELBA Insurance RECALL Accident Mailings FAVAS © SAP 2008 / Page 1 © SAP AG E2E040 6-27 .

S.Example: Interface overview Time and Payroll Gewerkschaft IGM Statisches Landesamt Beitragsrückstellung MABES Hours 1. Bank Interfaces Div. Bank Interfaces Div. Bank Interfaces BIAS-IKTS Bank internal Internal Insurance PVCSEDR © SAP 2008 / Page 1 © SAP AG E2E040 6-28 .I. Bank 2: BZA-Einzelnachweis Bank 3: xx077A Bank 4: yy970A DFER DIALYS Medical Salessystem IDENTA MBF Zimt-Kobra DB2 K123S / Ye234S overtimeit Loan Reporting Costs Time Management CO Masterdata FI Time reduction Payroll V. Consumers Houses Div. SA61 Rentenversicherung Hours 2 SA29 4 Schnittstellen ZWP ZUBESY VW-BKK VOTEX Sammelinkasso Liss American Express Depot BKK-LBR / IDV-BKK Wesas: SA51 Payroll view Wesas: Worked hours Wesas: SA63 worked hours.

2.3 Social Contact.2 1 PDAA1P Expatiots PDAL1P Loan active PDEG1P Payroll Leave 1.3B PDSXCP Keys 3 Workers 1 3B 3 2 PDSXZP Workingsystems XCD MCX Accident 3 PDFL1P Special Workers 1.3B Pension Cost center 1.2.3 PDRXAP Log – Files 1.3 PDZ01P Access 1 PDNXGP Birthday 2 PDDXBP Ilnnes archiv 2 Time – Information DB will be integrated DB will not be integrated © SAP 2008 / Page 1 © SAP AG E2E040 6-29 .2 1B.2.2.Example: System Integration 1.2.2.2.3 PEZXSP Key 2 PDV01P Availability 1.3 1.2 PDDBNP Name 2 1.3 PDAG1P Manager active 1.3 xxEL1P Loan Leave 1.3 1.2. 1 1 1 1 1B.2.2.

Work Center .Business Process and Interface Monitoring © SAP 2008 / Page 1 © SAP AG E2E040 6-30 .

Workcenter Business Process and Interface Monitoring Workcenter Capabilities „ „ „ „ Related Standards „ „ „ „ „ Business process alert graphics Drill-down from graphic to alert analysis Reporting Link to projects and directory Business Process & Interface Monitoring Exception Handling Data integrity Job Scheduling Management Transactional Consistency Data Volume Management Central Tasks „ „ „ „ View alerts by process Navigate from process graphic to alerts Reporting © SAP 2007 2008 / Page 1 © SAP AG E2E040 6-31 .

Demo © SAP 2008 „ „ „ „ „ „ Go to the Solution Manager TT4 Login with: User: E2E040-Owner PW: training Show the Work Center .Business Process and Interface Monitoring Show the solution directory and then drill down in the business process monitoring © SAP AG DEMO E2E040 6-32 .

Business Process Operations: Unit Overview Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management © SAP 2008 / Page 1 © SAP AG E2E040 6-33 .

Goal of the Process Performance Optimization (BPPO) approach Goal: The BPPO wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process Non-SAP SAP ERP SAP SCM SAP BI Step 2a Step 4a Step 5 Input Step 1 Step 2b Step 4b Output Step 3 Step 4c © SAP 2008 / Page 1 „ „ Goal: Business Process Performance Optimization (BPPO) wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process Example of Data Flow from Legacy over SAP ERP. SAP SCM to SAP BI system © SAP AG E2E040 6-34 .

When is BPPO applicable? BPPO is most applicable if you anticipate or already faced performance bottleneck situations The business processes and their dependencies need to be understood in both cases (during implementation and operations): Relevant Life Cycle Phase Support Integration Testing Support Cutover / Go Live Support Continuous Improvement Challenges Check Performance of time critical Processes & Steps Performance of Processes after Go Live – Challenge of first Period Closing Managing Performance if Business Volume is growing Our Value Performance Analysis & Tuning Detect and eliminate bottlenecks as early as possible Reduce utilization of hardware resources to manage business volume growth © SAP 2008 / Page 1 „ BPPO is applicable during implementation and operations © SAP AG E2E040 6-35 .

Business Process Operations: Unit Overview Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management © SAP 2008 / Page 1 © SAP AG E2E040 6-36 .

Reasons for Data Inconsistencies: Why they occur User Level Data inconsistencies due to „ Real world operation ≠ system transaction „ Wrong programming of transaction Application Level Data inconsistencies within one system or between two systems due to „ Logical inconsistencies in application integration „ Errors in application programs „ Absence of error handling Technology Level Data inconsistencies due to „ Absence of transactional correctness „ Data Loss © SAP 2008 Transactional Consistency „ SAP provides standards for check routines and consistency reports/procedures that allow synchronizing the transactional data end to end across the different business applications. Data Inconsistencies „ Standard and best practice to avoid Data Inconsistencies • Prevention Data Inconsistencies with Cross-System-Monitoring controlling transport logistics (“No Transports into a Running System” and “No Changes to Existing Customizing Objects) • Ensure business continuity while having data inconsistencies and corrective activities © SAP AG E2E040 6-37 .

E2E040 6-38 „ „ „ „ © SAP AG . When more than one system is involved other root causes than in a one system environment may exist. Very often one of the most crucial decisions to be taken is if you can continue working in the system or whether you have to stop the productive work. the used report is handled incorrectly or the results are interpreted wrongly. The same considerations governing the assessment need to be taken into account during daily operation of the systems and business processes. Therefore one of the first steps to be done for the root cause analysis of a reported inconsistency is to clarify how the inconsistency has been found. The analysis path differs from the path with only one system. The questions should aim to find out whether there is a true technical inconsistency or just a temporary difference.Inconsistency Assessment „ Severity „ Which Business Objects and Processes are affected? What is the business impact of the inconsistency? How has the inconsistent behavior been noticed and identified ? Is the difference reproducible or did it occur only once? Do the inconsistencies disappear and appear again after some time? Are the same inconsistencies reported? How did you see that they are the same? How does the detection work technically? Which tables and table fields are compared? How is the data mapped? „ Difference vs Inconsistency „ „ Technical Understanding „ „ User Level „ Has a new system or process been introduced recently? Did the end user training contain instructions how to handle exceptions? Have the users been used to another system/transaction/report for similar tasks in the past? „ Leading Systems What is the role of the involved system? Which one is the leading system? Which tables and table fields are mapped? Are interfaces to other systems involved in these steps or in prior steps regarding the used business data? What interface technology do you use between the two systems? Is custom made coding used? Do you trigger more than one step by one call of the interface? What measures have been taken to ensure that the interfaces are transactional correct? Please describe your monitoring and error handling concept „ „ „ Transactional Correctness „ „ © SAP 2008 / Page 1 „ Goal of the assessment is to identify potential root causes. Once the severity of the inconsistency has been established and it is known which business process are affected the next step should be to investigate the inconsistency detection process and the inconsistency in more detail. For this decision the situation and the possible impact of a continuation versus a stop of system usage needs to be gauged carefully based on the business impact in both cases. the first step of the assessment should be to understand the business impact and which processes and data are affected. Sometimes wrong data are compared. Sometimes differences reported as technical inconsistencies with a request for correction are no real technical inconsistencies but for example temporary inconsistencies. The next questions should collect more detail on the process and provide the technical data background to verify the correctness of the data mapping and inconsistency checking process. Thus. This process should be checked critically. Correcting for example temporary inconsistencies leads again to inconsistencies.

ECC: RM07MMFI . ECC: transaction MB5K (RM07KO01): Stock Consistency Check R/3. ECC: SDRQCR21: Recovery of Sales and Delivery Requirements R/3.MM/FI Balance Comparison LC „ „ „ „ „ © SAP 2008 / Page 1 © SAP AG E2E040 6-39 . ECC: transaction LX23: Stock Comparison Inventory Management/Warehouse Management APO: /SAPAPO/CIF_DELTAREPORT3 APO-CIF .Example reports to detect Inconsistencies „ „ CRM: DIMa: Data Integrity Manager (CRM <-> R/3.Compare and reconcile transaction data APO: /SAPAPO/SDRQCR21 R/3 Mapping tables APO SD Order/Deliveries. requirements and all SD „ „ „ APO: /SAPAPO/TS_LCM_CONS_CHECK APO: Consistency Check for Time Series of DP and SNP of a selected Planning Area APO: /SAPAPO/CONSCHK APO: Model consistency checker APO: /SAPAPO/OM17 overall internal consistency between liveCache and APO-DB R/3. CRM <-> mobile client database) R/3.

Business Process Operations: Unit Overview Business Process Operations Lesson 1: Job Scheduling Management Lesson 2: Business Process and Interface Monitoring Lesson 3: Business Process Performance Optimization Lesson 4: Data Consistency Management Lesson 5: Data Volume Management © SAP 2008 / Page 1 © SAP AG E2E040 6-40 .

Data Volume Strategy: Methodology Data Volume Strategy Î Î Î Î Data Avoidance Data Summarization Data Deletion Data Archiving Reduction of DB-growth Reduction of DB-size + DB-growth © SAP 2008 / Page 1 „ Overview of Standard Methodologies of DVM Strategy © SAP AG E2E040 6-41 .

Summarization Deletion. technical constraints © SAP 2008 / Page 1 © SAP AG E2E040 6-42 . Archiving Considering business process requirements (workshops with business experts).Data Volume Management Process 1/2 „ Data Volume Scoping Identify the focus for reducing database size and growth Decision on Optimization Strategy (Data Volume Strategy vs. Business Process Analysis ) „ „ Detailed analysis regarding the feasibility of implementing reduction options „ „ Data Volume Strategy „ Avoidance.

Data Volume Management Process 2/2 „ Focus on reporting of „ „ „ Current database size and growth Current data archiving activities Reduction potential by data deletion and data archiving Data Volume Reporting „ Identification of „ „ Additional data reduction potential Optimization potential for data archiving „ Basis for „ „ Management Reporting Decision-Making of follow-up actions © SAP 2008 / Page 1 © SAP AG E2E040 6-43 .

COSP. 39% CO-Documents EC-PCA-Documents FI-SL-Documents Cost Estimates ML-Data EDIDS 29 GB. 3% BALDAT 11 GB. 4% RESB 24 GB. 8% CKIS 17 GB. COSS 159 GB. 3% COEP. CKMLPREKEPH 33 GB. ACCTCR 28 GB. COEPL. 6% JEST 12 GB. 7% Material Documents Order completion confirmations MLIT.Sample Business Scenario: Distribution of the Top 20 Tables across Document Types Analyzed DB-Size of 405 GB AFRU MSEG 10 GB. 3% © SAP 2008 / Page 1 „ Shows the distribution of the top 20 tables across the document types © SAP AG E2E040 6-44 . 7% Compressed Data from FI/CO Documents FI-Documents Idocs BKPF. 8% GLFUNCA 13 GB. 2% 17 GB. MLCR. BSIS 22 GB. 6% Application Logs Object Status Reservation/dependent requirements ACCTIT. 4% GLPCA 31 GB.

07.004 89.320 590.160.05.2004 22.493 6.05.600.10.2004 05.07.542.682.05.10.099.07.2004 25.1999 03.785 32.568 Number of Archiving Files 5 178 205 181 75 9 26 120 4 2 8 88 … 946 Size of Archive Files (KB) 46.015 78.2004 29.11.2004 25.231 29.974 .2003 26.1999 30.257..05.779 Archiving Object CO_COSTCTR CO_ML_BEL CO_ML_DAT CO_ML_IDX CO_ML_SPL CO_ORDER FI_DOCUMNT IDOC MM_EBAN MM_EKKO MM_MATBEL MM_SPSTOCK … Total © SAP 2008 / Page 1 Area CO CO-PC CO-PC CO-PC CO-PC CO FI CA MM MM MM MM … First Run 20.2004 22.07..284.1999 19.260.2004 07.05. 12.1999 22.256 3.11.10.10.1999 26.10.731 2.2002 … Last Run 22.1999 01.665 269 … 24.2004 19.11.082 561.345 4.756 21.12.362 1.12.637.1999 23.1999 31.02.Sample Business Scenario: Archiving History of SAP ERP System Archiving Runs 4 12 11 6 8 7 7 83 1 2 1 90 … 277 Archived Objects) 612 5.049.10.004 553.953.2002 … „ „ „ It shows the performed archiving activities on the system Regarding the last run you can see if archiving is used currently and also how often and how efficient Only complete arching runs (archiving write and deletion completed) are listed © SAP AG E2E040 6-45 .460 5.05.1999 20.2004 02.2004 07.589 5.1999 21.1999 19.07.137 5.918 1.11.607 35.543 3.274 5.

7 7.6 9.7 9. Component Archiving Potential per Application Component 11 % 13 % CA CO 13 % CO-PC EC-PCA FI 4% 37 % FI-SL MM Others 15 % Application Component CA 4% 3% Archiving Potential (GB) 29.Example: Archiving Potential of Top Tables per Appl. followed by Accounting (FI) and Material Management (MM) and Cross Application (CA) © SAP AG E2E040 6-46 .9 CO CO-PC EC-PCA FI FI-SL MM OTHERS © SAP 2008 / Page 1 „ „ „ After the Top Tables with their archiving potential are identified. this archiving potential will be summarized on application level This is helpful for decision for which area the implementation or optimization of the DVM strategy should be started In the case above.9 84.8 34.8 24. the top areas are Controlling (CO).8 29.

„ „ „ © SAP AG E2E040 6-47 .8 5. if a corresponding archiving objects doesn‘t exist.Example: Data Volume of Top Tables per Year Archiving Potential per Year 6% 0% 1% 14 % 0% 2005 2004 2003 2002 41 % 2001 2000 Rest of years (data archivable) Rest of data (all years) Year(s) Data Volume (GB) 162. If the inquiry day of DVR is e.3 53.4 145.9 3. in July 2005 so we calculate that also data of the year 2004 could not be archived. G.0 37 % 2005 2004 2003 2002 2001 2000 Rest of years (data archivable) Rest of data (all years) © SAP 2008 / Page 1 „ „ „ This example shows the distribution of the data volume from the top tables over then years. this is a very rough calculation and should only give an idea about the reduction potential. Rest of years (data archivable) regards data which are older than 2000.7 0. In this example we see that the data older than 2004 are candidates for archiving and we can estimate the reduction volume. In this example 2005 is the current year and we decide as assumption that the data of the current year could not be archived regarding an average residence time of 12 month. Rest of data (all years) concern data of all years which could not be reduced by archiving.3 1.8 23. Note.

Siemens: E2E Business Process Integration & Automation © SAP 2007 2008 / Page 1 © SAP AG E2E040 6-48 .

Introduction: Unit Summary You should now be able to: „ „ „ Explain the characteristics and activities of the Job Scheduling Management Describe the goals and processes of Business Process and Interface Monitoring Explain the methodology and benefits of Data Volume Management © SAP 2008 / Page 1 © SAP AG E2E040 6-49 .

© SAP AG E2E040 6-50 .

Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 7-1 .Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP.

Technical Operations Contents: „ „ System Monitoring and System Administration Service Level Management © SAP 2008 © SAP AG E2E040 7-2 .

Technical Operations: Unit Objectives After completing this unit. you will be able to: „ „ „ Explain the characteristics and benefits of System Monitoring Describe the goals and processes of Service Level Management Explain the characteristics of System Administration © SAP 2008 © SAP AG E2E040 7-3 .

The typical tasks of system administration include starting and stopping of systems. Duet Middleware) must be administered to run a customer solution efficiently. creating or changing users based on a compliance workflow. SAP NetWeaver Business Intelligence.SAP Standards for Technical Operations The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape. Specifically. IT has to report service levels. To provide transparency to the business units. managing jobs. Reporting and Analysis / Resolution © SAP 2008 / Page 1 System Administration „ The system administration standard describes how all SAP technology (for example. manual or automated activity to determine the status of a process or a component We distinguish between a business level and a technical level of monitoring Monitoring is a prerequisite for Alerting. SAP NetWeaver Exchange Infrastructure. the main focus points are system administration and system monitoring. performing system copies and installing systems. SAP APO Middleware. SAP NetWeaver Portal. IT must industrialize and automate monitoring and reporting of the solution. and run backup and recovery. SAP NetWeaver Mobile. applying changes to technical configuration based on the change control workflow. SAP NetWeaver Master Data Management. applying patches and Support Packages based on the change control workflow. capacity trends and solution quality on a regular basis. „ © SAP AG E2E040 7-4 . The key role for SAP technical operations is the system administrator. SAP CRM Middleware. The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. In order to fulfill the demand of the business units within a limited IT budget. doing system diagnostics. performing imports based on a change control workflow. Definition Monitoring „ „ „ Monitoring is a periodic. „ System Monitoring „ „ The system monitoring standard covers monitoring and reporting of the status of IT solutions.

Expert Monitoring Expert Monitoring is manual work. dump analysis. © SAP AG E2E040 7-5 . Reactive Monitoring / Alerting Proactive Monitoring Proactive Monitoring tries to avoid critical situations before they occur. Identify issues that are not captured via automatic monitoring. Tasks for proactive monitoring: JAVA-World – Weekly Memory trend analysis. ABAP-World – Analysis of time out for dialog transactions. mechanisms interactive work lists are needed Æ Definitions of Key Performance Indicators (KPIs) and their thresholds are required © SAP 2008 / Page 1 „ „ „ „ In practice proactive monitoring means in most cases expert monitoring. Æ Administrators with expert knowledge in different areas are required Æ To be reminded of the Æ Via automatic notification necessary monitoring tasks.Proactive Monitoring vs. Should give hints for resolution of identified problems Identify problems that are based on long-running trends. Reactive Monitoring / Alerting Reactive Monitoring tries to notify the administrators in critical situations as soon as possible.

Solution Monitoring – Different Perspectives
Expectations

Availability
„ Availability „ Redundancy

Performance
„ Response times „ Throughput „ W orkload/resource

Accuracy
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Security
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Management

Data integrity Data currency Recoverability Scheduled maintenance

System users System resources Access control Intrusion detection

Responsibilities / Viewpoints

Systems
Time Schedule
hourly tasks

Business Processes

Interfaces

daily

weekly

monthly

Alert Monitoring “Keep the business running” tasks

Service Level Management & Reporting Continuous improvement, planning tasks

Business Scenarios and Components
SAP Logistics, SAP Financials SAP Customer Relationship Management SAP Supply Chain Management SAP Business Intelligence

SAP Basis System
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Databases

SAP ITS

SAP LiveCache

Business Connector

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The users of an application are employees, customers, or partners (for example, suppliers) of the company that owns the application. The satisfaction of these users is one of the main goals that must be achieved. Accordingly, the monitoring concept must cover the performance indicators that correspond to the expectations and requirements of users. You can ask, for example, "What will users expect from an Internet application that they use to place a goods order or make a bank transaction?" The answer will probably identify four main expectations: • The application should be available when the user needs it • The application should run with an acceptable performance • The application should run correctly (in other words, users want to receive the product as displayed; in addition, the price on the bill should match the price on the order) • The application should be secure, that is, no one should be able to manipulate user data

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The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis. In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.

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Solution Monitoring – Long-term and Real-time
Solution Monitoring
System Monitoring
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Real-time monitoring of business processes and system components based on the CCMS infrastructure

Business Process and Interface Monitoring
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Monitoring for core business processes, covers all technical and business application-specific functions required for a smooth and reliable flow of business processes

Service Level Management
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Periodic, long-term and cross-system reporting including business processes based on SAP EarlyWatch Alert

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This is an overview of the Solution Monitoring functionalities in the SAP Solution Manager. It offers an complete solution to monitor all relevant functions within your landscape: No matter if you have SAP or non-SAP systems.

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Technical Operations: Unit Overview

Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence

© SAP 2008

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Monitoring Concept - From where to start?
1. Solution Landscape
SAP EP
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SAP R/3 SAP XI SAP BW

What are the critical Business Processes? Which components are relevant for critical Business Processes?

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3rd Party

2. Monitoring KPIs and Alert lists
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Which SLAs exist (business and technical)? What exactly should be monitored for each system component (exact requirements)? What is the technical background of the shown values?

SLA

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3. Rating Criteria
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What are the possible thresholds for alert monitoring? What are the consequences if values are not normal (business impact)? Who must be notified?

4. Tools and Procedures
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Which tools and functionalities are available / required to meet the defined requirements?

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Monitoring Concept: As a first step towards the setup of a monitoring concept the customer has to answer all those questions in a reasonable way.

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General Approach to setup Monitoring Concept
Steps to setup Proactive Monitoring and Alerting
document document define define setup

Solution Landscape

SLA

Metrics and Thresholds

Tools and Procedures

Monitoring Process Flow
receive

Monitoring Results
Continuous Improvement Compare Results

Continuous Improvement in different phases of the software lifecycle
New / undetected incidents caused critical situations „ Changes in the data volume / system workload „ Changes in business processes landscape configuration
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What should be done to recognize problems (new indicators)? Are the threshold values still reasonable? Are the new components / steps monitored?

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Steps how to set up Monitoring and Alerting. Monitoring is a continuous process: different phases of the software lifecycle require to reconsider and maybe redefine threshold values

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Central Monitoring and Administration System (CEN)
Non-SAP component Agent Agent SAP AS Java

Solution Manager

Central Monitoring Infrastructure ABAP Stack SAP NetWeaver Administrator Java Stack

Business Intelligence Non-SAP Tools

SAP Basis ≥ 3.0

Agent

SAPAS ABAP

Agent

The concept of the monitoring infrastructure assumes that you declare a system in your system landscape to be the central monitoring system (CEN), which ideally is a double-stack system.
© SAP 2008 / Page 1

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With the Central Monitoring System (CEN) it is possible to monitor: • SAP R/3 systems, • SAP Java Based Systems (AS JAVA), • SAP ABAP based Systems (AS JAVA), • SAP Double stack Systems (AS JAVA + AS ABAP), • Non-SAP-Systems

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For a central administrative approach, we recommend that you set up a “central operations hub”, a host on which a SAP NetWeaver double-stack system is installed for central monitoring and administration (CEN), together with other tools that support administrators in their daily work. SAP strongly recommends that you use a dedicated, non business system for central monitoring with the highest release available to be able to use the newest functionality. The central monitoring system can be the same system on which the SAP Solution Manager runs. This option implies minimum total cost of operations (TCO). SAP Solution Manager 7.0 is a double-stack system, which is based on SAPs newest platform called SAP NetWeaver7.0. However, it may make sense to run the central CCMS monitoring infrastructure and SAP Solution Manager on two separate systems. This option implies maximum flexibility. With two systems, no dependencies exist regarding release und upgrade cycles. Moreover, company policy may demand to separate implementation and operation activities into two separate systems. …
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… The monitoring information of your system landscape can be displayed in monitors of CEN in CCMS itself. Alternatively, monitoring information can also be displayed in SAP NetWeaver Administrator and in Solution Manager, or in third-party system management tools via certifiable interfaces. For non ABAP based systems, workload metrics are collected with Wily Introscope (a third party application performance management system licensed by SAP and free of charge to SAP customers for SAP standard products) and reported into SAP Solution Manager. They can be displayed in SAP Solution Manager either with Online Dashboards or End-to-End Workload Analysis (hourly aggregated). SAP recommends to implement End-to-End Diagnostics especially for all landscapes containing any Web AS Java based solution, SAP Enterprise Portal, SAP Exchange Infrastructure, BI with Java Frontend, Master Data Management, ERP 6.0 and CRM 4.x and higher.

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SAP provides a flexible and universally applicable infrastructure. „ „ „ CCMS is an integral part of SAP technology (for details review note 209834) It is flexible and fully scalable.Proactive Monitoring and Alerting Infrastructure SAP Solution Manager RZ20 Alert Management 3rd Party Proactive Monitoring and Alerting (HEALTH CHECK) CCMS Monitoring Infrastructure BI Reporting CROSS COMPONENT DIAGNOSTICS Wily EM COMPONENT DIAGNOSTICS © SAP 2008 / Page 1 ABAP Non-ABAP Currently not available Central Monitoring of SAP Landscapes „ With its Computing Center Management System (CCMS). with which you can monitor the entire IT landscape centrally and which proactively reports problems that occur. Monitoring data from the whole landscape is displayed by: • SAP NetWeaver Administrator • CCMS Alert Monitors • SAP Solution Manager • Third-party monitoring tools „ „ Open integration with third-party products Free of charge infrastructure © SAP AG E2E040 7-13 .

07) CEN CCMS monitored system ccmsping Message server Alert Management Introscope Agent ALM forwarding alerts via email. pager. © SAP AG E2E040 7-14 . an example alerting infrastructure of a real customer is shown. sapccm4x Non-SAP 3rd party monitoring alerting server (Tivoli) © SAP 2008 / Page 1 „ „ „ „ Here.X to a central monitoring architecture delivering dispatcher‘s performance data. There are three basic agents: • SAPCCMSR: Monitors components without any active SAP basis instance. Wily Introscope SMD Agent Introscope Environment Performance Agent Tivoli CCMS end-point 3rd party (Tivoli) Introscope Enterprise Manager saposcol sapccmsr. This can be used on servers like ITS.0 (NW2004S) also possible as CEN server Alerting Central Monitoring System (NetWeaver04. There does not have to be an SAP product on the server for this to be installed. Those collect data more efficient. • There are also additional agents that monitor specific technologies.X basis releases.0 (incl. This also includes the 6. Portals. collect additional data and enable a push technology for delivering alerts.X. This should be installed on systems that use a SAP basis system above release 4. etc.Example: Alerting/Diagnostics Infrastructure Diagnostics SAP Solution Manager 4. Detailed operating system data by help of SAPOsCol which has also to be installed on the server. and other servers that do not run an SAP basis instance. • SAPCCM4X: Transfers CCMS alert monitoring data to the central system without using a dialog work process. The technology behind System Monitoring is based on so called agents. SMS. • SAPCCM3X: Connects SAP Systems 3. Diagnostics) SolMan Solution Manager 7. such as Java. fax.

Work center – System Monitoring © SAP 2008 / Page 1 © SAP AG E2E040 7-15 .

Service Level Reporting .Workcenter System Monitoring Central Tasks „ „ Workcenter Capabilities „ „ „ „ System Monitoring Overview Proactive / reactive monitoring System Overview Alert Inbox Proactive Monitoring Connectivity Monitoring Reports (systems / solutions) Job Monitoring Related Standards „ „ „ System Monitoring © SAP 2007 2008 / Page 1 „ „ System Monitoring Overview Alert Inbox • Create Service Messages for Alerts Proactive Monitoring • ABAP / Java Monitoring Connectivity Monitoring • ABAP / HTTP / TCP-IP connections Job Monitoring (Background job monitoring) Reports „ „ „ „ • Systems (IT Performance Reporting) • Solutions .Availability Reporting „ Setup • Setup System Monitoring (guides you into the SAP Solution Managers Setup session) • Setup IT Performance Reporting (lets you install and configure the BI based IT Performance Reporting) • Early Watch Alert (Configure settings for EarlyWatch Alert) • Service Level Reporting (Configure settings for Service Level Reporting) • Connectivity Monitoring (Configure settings for Connectivity Monitoring) • Solution Creation (here you can create a solution) © SAP AG E2E040 7-16 .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager TT4 Login with: User: E2E040-Owner PW: training Show the work center „ System Monitoring“ in TT4 © SAP AG DEMO E2E040 7-17 .

Technical Operations: Unit Overview Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence © SAP 2008 / Page 1 © SAP AG E2E040 7-18 .

Goals of Service Level Management „ „ „ Encourage both provider and customer to realize that they have joint responsibility. organizational units) involved in the management and operation of a SAP solution. document and define their real business needs.Service Level Management Service Level Management means to measure specific system parameters in accordance with Service Level Agreements between two parties (e. Encourage the customer to consider. Makes the provider more focused and accountable. © SAP 2008 / Page 1 Service Level Management Process „ Continuous Improvement of the Service Level Agreement (SLA): • Define the SLA • Assign the SLA owner • Monitor the SLA compliance • Collect and analyze data • Improve the service provided • Redefine the SLA Why is Service Level Management a process? „ „ „ „ „ Changing number of user and data volumes Growing business Usage in new business areas New and changing processes Learning from earlier problems and experiences Î Changing Business Requirements drive the change in system operations.g. © SAP AG E2E040 7-19 .

the user community. monthly reports © SAP 2008 / Page 1 „ The types of reporting can vary and be adjusted according to the audience and involved stakeholders. weekly. Recoveries Performance reporting Workload Volumes Security Cost Allocation Daily. and the lines of business. Audience „ „ „ „ Types of Reporting „ „ „ „ „ „ „ Executive Management Lines of Business Internal to IT Outside customers Executive Summary Availability Reporting. © SAP AG E2E040 7-20 . It should be viewed as a means for demonstrating the value of IT services and as a way to promote the quality of services provided by the IT department.Service Level Reporting Service Level Reporting … is an important communication vehicle between the IT department.

the customer (Business Process Owner) and the Solution Operations Organization. System Administration is involved in Service Desk.SLAs: Stakeholders and Interactions Operational Requirements Customer Business Process Owner „ „ „ „ Availability Performance Accuracy Security Service Level Management (IT) Service Level Agreement Service Level Reporting Service Goals Reporting Service Goals Application Management Service Desk Incident Management Escalation Expert Teams Root Cause Analysis Software Change Management Problem Handling Monitoring De-Escalation Continuous Improvement User IT Infrastructure Hardware. Software Usage APO R/3 Catalyst © SAP 2008 / Page 1 „ „ „ „ „ In general the are two involved parties in operations of an IT system. and IT Infrastructure. The Expert Teams are informed to solve the problems. Between these two parties a Service Level Agreement proved by Service Level Reporting should be in place. © SAP AG E2E040 7-21 . The Service Desk is the first contact for the end users in case of problems. Expert Team. In the Service Level Agreement the Service Goals for Service Desk and Expert Teams are defined.

Service Level Reporting – Data Collection SAP Solution Manager Critical Alert Situations: Business Process Monitoring Business Processes Service Level Reporting System Monitoring SAP EarlyWatch Alerts Satellite Systems Real-time Monitoring: CCMS Monitoring Infrastructure (RZ20) Continuous Monitoring: Service Data Download (SDCC) © SAP 2008 / Page 1 „ Real-time versus Continuous Monitoring in SAP Solution Manager. © SAP AG E2E040 7-22 .

Data Volume. Operating System Interfaces Management Sizing. Archiving Fault and Error Management Database Management Change Management Security & User Management © SAP 2008 / Page 1 „ Some examples of categories for technical KPIs in SLAs.Possible Technical KPIs in Service Level Agreements Categories for Technical KPIs „ „ „ „ „ „ „ „ „ High Availability Requirements System & Performance Management Network. © SAP AG E2E040 7-23 .

Examples for Key Performance Indicators (KPIs) Examples for Key Performance Indicators (KPIs) Business KPIs „ „ „ „ 99% of all orders placed before 2 p. are delivered on the same day 95% of the trucks leave the warehouse before 4 p.m.m. © SAP 2008 / Page 1 „ Some examples of business and technical KPIs in SLAs… © SAP AG E2E040 7-24 . 99% of VA01 transactions have a response time less than 2 sec (requirement for telesales) Should be already considered during business process design. Technical KPIs „ „ „ System availability > 99% excluding planned downtime DB free space is always > 10% of the DB size Could be verified by the Service Level Reporting.

m. Parallel processing may be required Deliveries should be created as soon as possible. should be delivered the same day Orders should be ready for delivery in the truck before 4 p.m. so create delivery job runs at 9 a.Business and Technical Requirements The business requirements drive the technical and operational environment in a solution landscape „ Business requirements and constraints „ „ „ „ Orders posted before 9 a. © SAP AG E2E040 7-25 .m. Time for picking and printing of transport documents is 2 hours Maximum number of fast orders per day is 10000 „ Technical and operational requirements „ „ „ „ „ „ Job to generate picking list should be finished before 2 p. Jobs should be monitored in view of completion Creation and sending of IDocs should be monitored on a regular basis Error handling procedures for failed jobs and IDocs should be in place © SAP 2008 / Page 1 „ Examples for business and technical requirements that result from the KPIs that have been defined.m.

© SAP AG E2E040 7-26 .Technical KPIs . BI Web Reporting on system EBG (development system) and EBH (productive system).example © SAP 2008 / Page 1 „ „ Example for a summary of main KPI values that come from a real customer SLA.

Technical Operations: Unit Overview Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence © SAP 2008 / Page 1 © SAP AG E2E040 7-27 .

both locally and landscape-wide. in the case of Java components. CCMS and.System Administration CCMS Data and Alerts Workload Statistics Database Administration Central User Administration Transport Management Service NWA SLD UME Log Viewer Central Monitoring Infrastructure ABAP Stack SAP NetWeaver Administrator Java Stack SLD Monitoring and Management Productive Landscape Solution Manager Monitoring and management connectivity layer (JMX. in NetWeaver Administrator. Agents. using the appropriate tools provided by SAP Solution Manager. © SAP AG E2E040 7-28 .) ABAP System Java System Non-SAP Component © SAP 2008 / Page 1 „ System administration must be done on the ABAB and the Java stack of a NetWeaver installation. among others. etc.

• Central User Administration: offers central user maintenance and distribution to the backend landscape. • Transport Management Service: controls the distribution of coding and customizing between landscape components (mainly from development to quality assurance to production system) to safeguard productive system availability. which is attached to the backup alert. which centrally offers key administrative functionality like analyzing missing database objects. and will be expanded for other databases with the next major NetWeaver release.System Administration – SAP Tools* ABAP stack „ „ „ „ CCMS Data and Alerts Workload Statistics Central User Administration Transport Management Service JAVA stack „ „ „ „ „ SAP NetWeaver Administrator (NWA) Visual Administrator System Landscape Directory (SLD) User Management Engine Log Viewer Standalone Engines „ „ TREX Administration MDM Console DB Administration „ „ SAP Database Cockpit DB Tools *does not show all available tools © SAP 2008 / Page 1 „ The most important tools and functionalities available on both ABAP and Java stacks are: • CCMS Data and Alerts: The CCMS monitoring infrastructure provides central access to all important monitoring information. The operator in charge is notified. backup planning. and a description of the current system landscape. • SAP NetWeaver Administrator (NWA) • System Landscape Directory (SLD): SAP J2EE application that contains all relevant information about software products and components that can be installed in a system landscape. This cockpit is currently available for MAXDB and DB2. opens the corresponding CCMS monitor and starts the analysis function. The operator enters the central operations hub. • A central Log Viewer provides access to all key administrative logs of your backend systems. an aborted database backup triggers an CCMS alert. © SAP AG E2E040 7-29 . For example. • Workload Statistics: The workload statistics provide a central overview of the overall performance of the landscape components. • Database Administration: SAP offers a database cockpit. and displays the database backup log for further analysis. health checks. • The User Management Engine maintains users and roles for AS Java. The analysis function guides the operator to the corresponding backend system.

System Administration – possible IT Infrastructure Client / Business Application Mobile SAP GUI Browser Portal Office ECC Systems CRM SRM SCM SEM BI PI MDM SLD Sol Man Web Application Server DB / Operating System ABAP JAVA IO Subsystem Network © SAP 2008 / Page 1 © SAP AG E2E040 7-30 .

The Landscape consits of 5 stages • TREX 7. a NetWeaver landscape of a real customer is shown.0 based on WAS 7.1 on Red Hat EL 4 64bit MDM Prod (Win)(1 SLD Prod SLD Prod MDM Prod MDM Prod XI Prod XI Prod EP Prod EP Prod TREX indexing engine Prod TREX search engine Prod MDM QA (Win) MDM QA MDM QA XI QA XI QA EP QA EP QA TREX indexing engine Prod TREX search engine Prod MDM Dev (Win) Existing server New server HW cluster SLD IT MDM IT (Win) MDM IT XI IT EP IT TREX indexing & search engine IT MDM Dev XI Dev EP Dev TREX indexing & search engine Dev SLD Prot o MDM Proto (Win) MDM Prot o XI Prot o EP Prot o TREX indexing & search engine Proto © SAP 2008 / Page 1 „ „ Here.Example for managing a global NetWeaver landscape Solution Manager 7.0 MDM 5.0 SP02 SolMan/ SolMan/ CUA CUA Prod Prod SolMan/CUA Dev NWDI WAS 7.0 (Java/ABAP) SAP Enterprise Portal 7.5 SP05 SAP XI 7.1 (on Linux) • EP 7 on HP-UX (Java Stack) • XI 7 on HP-UX (Double Stack) • MDM on Windows „ „ „ SLD on HP-UX (Java Stack) has three stages Solution Manager on HP-UX (Double Stack) two stages NWDI (Java Stack) © SAP AG E2E040 7-31 . as an example.0 J2EE NWDI Dev SLD WAS 7.0 (NW Java Server) TREX 7.

Work center – System Adminstration © SAP 2008 / Page 1 © SAP AG E2E040 7-32 .

spool output requests. CCMS Monitoring etc) Overview of systems and tasks User Mgmt for ABAP/Java Systems Administrative Tools (locally on managed system) „ „ „ „ „ „ Related Standards „ System Administration Archiving DB Administration Output Administration Start / Stop System AS Java Administration System Related Tools DBA Cockpit Printing Assistant for landscape Solution Manager Diagnostics „ Related links (systemwide) „ „ „ © SAP 2007 2008 / Page 1 „ Manage regular administrative tasks • E.g. ABAP short dumps. CCMS Monitoring etc „ „ Overview of systems and respective tasks User Management of ABAP and JAVA servers • User Management • Identity Management • Log On Groups • Single Sign on „ Administrative Tools • Archiving • DB Administration • Output Administration • Start / Stop System • … © SAP AG E2E040 7-33 .g. background jobs.Workcenter System Administration Central Tasks „ Workcenter Capabilities „ „ „ Manage regular administrative tasks (e. lock entries • User management. User Management.

Configuration Browser / WIzard • System Related Tools .Portal Administration .TREX Administration „ Setup • Central System Administration • Create new solution © SAP AG E2E040 7-34 .SOA Manager (PI/XI) .• … • AS Java Administration .BI Admin Cockpit .

Demo © SAP 2008 „ „ „ „ „ Go to the Solution Manager TT4 Login with: User: E2E040-Owner PW: training Show the work center „ System Administration“ in TT4 © SAP AG DEMO E2E040 7-35 .

Technical Operations: Unit Overview Technical Operations Lesson 1: System Monitoring Lesson 2: Service Level Management Lesson 3: System Administration Lesson 4: E2E Expert Competence © SAP 2008 / Page 1 © SAP AG E2E040 7-36 .

SAP offers the service SAP System Administration. Root Cause Analysis. stability. This service is part of SAP's Solution Management Optimization portfolio of services. and cost-effectiveness.SAP System Administration Workshops – E2E Expert Competence Improve the technical operation of your solution in terms of performance. there is a three to five day workshop and a wrap-up session on the final day. They work together and distribute tasks to administrate the solution and it is here that challenges occur. stability. the IT department. which are critical for your core business processes. The preparation lasts one day. The Kick-Off and the following Assessment are normally one to two days in length and are performed by one or two SAP Support Consultants. and costeffectiveness. SAP System Administration: „ Reviews main aspects of solution operations individually for your SAP Solution. the duration of delivery is subject to change. If a company runs a SAP solution. „ „ „ „ „ The delivery of the SAP System Administration service is typically seven days in duration. multiple other departments and the implementation project team are involved in the administration. such as „ Architecture „ Interface settings „ Database administration „ Root Cause Analysis tools and processes „ Monitoring „ Performance optimization „ Change and transport management and functionalities „ Recovery and backup „ Optimizes areas of solution operations. E2E Solution Operations Training System Administration Architecture. which improves the technical operation of your solution in terms of performance. The time required before you see the results of optimized operations depends on how quickly you implement the recommendations from the workshop and the final report. „ Duration of Delivery „ Depending on the complexity of your SAP solution and the focus areas required. E2E040 7-37 © SAP AG . SAP System Administration makes sure that all parties involved have clear responsibilities for running the solution. Change Control Management E2E Solution Operations for XI E2E Solution Operations for EP E2E Solution Operations for CRM E2E Solution Operations for BI Analysis Expert Workshops Documentations © SAP 2008 / Page 1 „ To help you with the administration of your SAP solution. Following the assessment. The service extensively analyzes the most important aspects of system administration with respect to core business processes affected by SAP. The post-procession which is used to finalize the reports will take another one to two days.

Introduction: Unit Summary You should now be able to: „ „ „ Explain the characteristics and benefits of System Monitoring Describe the goals and processes of Service Level Management Explain the characteristics of System Administration © SAP 2008 / Page 1 © SAP AG E2E040 7-38 .

Managing End-to-End Solution Operations: Course Content Managing End-to-End Solution Operations Introduction Strategy Standards Overview Root Cause Analysis Change Control Management Business Process Operations Technical Operations Run SAP-Implementation Methodology and Roadmap © SAP 2008 / Page 1 © SAP AG E2E040 8-1 .

Run SAP Contents: „ Run SAP: The methodology to implement E2E Solution Operations © SAP 2008 / Page 1 © SAP AG E2E040 8-2 .

you will be able to: „ „ „ Explain the structure of the Run SAP methodology Explain the phases of a Run SAP project Implement E2E Solution Operations using the Run SAP methodology © SAP 2008 / Page 1 © SAP AG E2E040 8-3 .Run SAP: Unit Objectives After completing this unit.

Run SAP: Unit Overview Diagram Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP © SAP 2008 / Page 1 © SAP AG E2E040 8-4 .

Run SAP Overview Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Setup Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Final Testing Change Management Technical Requirements and Architecture Transition into Production SAP Application Management Project Setup Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management Project Lifecycle View to Implement E2E Solution Operations © SAP 2008 © SAP AG E2E040 8-5 .

Run SAP Methodology Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Run SAP Setup Phases Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Final Testing Change Management Technical Requirements and Architecture Assessment and Scoping Project Setup Run SAP Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Transition into Production SAP Application Management Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management © SAP 2008 © SAP AG E2E040 8-6 .

Run SAP Roadmap Delivery Run SAP is delivered as a Roadmap „ „ With SAP Solution Manager Content component ST-ICO 150_700 SP14 Via Service Marketplace http://service.com/runsap Work packages and Topics to each Phase with Description Roadmap Content Templates Accelerators Useful Links Service Offerings „ SAP Active Global Support Project Phases SAP Best Practices and Implementation methodologies „ SAP Consulting © SAP 2008 / Page 1 © SAP AG E2E040 8-7 .sap.

links. and best practices © SAP 2008 / Page 1 © SAP AG E2E040 8-8 . services.Explaining the Roadmap Structure Project phases Work packages and topics for each phase Description of the selected work package or topic Relevant accelerators.

Demo © SAP 2008 / Page 1 „ „ Go to the http://service.com/runsap Show the current Run SAP Roadmap in the service market place © SAP AG DEMO E2E040 8-9 .sap.

Run SAP: Unit Overview Diagram Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP © SAP 2008 / Page 1 © SAP AG E2E040 8-10 .

Run SAP Phases Overview Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Setup Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Technical Requirements and Architecture Final Testing Change Management Transition into Production SAP Application Management Project Setup Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management © SAP 2008 © SAP AG E2E040 8-11 .

Analyze possible influences of the operational infrastructure. Define the scope. keeping in mind that not all features and scenarios work together. resource plan.Run SAP Phases Assessment and Scoping Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Initialize the Project „ „ „ „ „ Collect the business requirements and the technical requirements for the operational changes. Work will all stakeholders to agree on needed features and scenarios . Analyze the environment. Are organizational changes needed? The "Assessment and Scope" phase will be described in detail in Lesson "Run SAP Methodology" © SAP 2008 / Page 1 © SAP AG E2E040 8-12 . Set up of the project with work packages. time schedule.

Run SAP Phases Design Operations Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Design the operations processes „ Based on the results of scoping: „ „ „ Analyze the existing processes Analyze the current toolset Analyze the possible interdependencies between new processes Design new or improve existing operational processes Adjust the SAP Standards to the needs of the organization Determine the tools to be used in the future Document the testing approach Start to prepare the relevant test cases „ Produce a blueprint for the processes and an efficient usage of the tools „ „ „ „ Plan the testing of new operational processes „ „ „ Train the employees for the new processes © SAP 2008 / Page 1 © SAP AG E2E040 8-13 .

register new thresholds Test the existing and the new operational processes – – – Does it work as designed? Are there errors? Have new interdependencies been uncovered? „ „ Prepare the organization to deploy the new processes and tools Consolidate the milestones of all activities in the scenario © SAP 2008 / Page 1 © SAP AG E2E040 8-14 . e. SAP Solution Manager Set up all defined and created scenarios..Run SAP Phases Setup Operations Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Implementation of E2E Solution Operations „ Roll out the new processes „ „ „ Install the required technical infrastructure.g. for instance.

Run SAP Phases Handover into Production Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Begin running E2E Solution Operations „ Ensure the support organization is able to manage the solution „ „ Organize the handover from the project team to operations team Let them work in parallel for a certain time Run regression tests if critical IT processes were impacted Test the tools under productive conditions and tune if necessary Validate all test protocols Use check lists Who is responsible? How can that person be contacted? „ Ensure all processes and tools are in place „ „ „ Ensure comprehensive testing „ „ „ Organize the support after go-live „ „ © SAP 2008 / Page 1 © SAP AG E2E040 8-15 .

Run SAP Phases Operations and Optimization Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Operating the live solution and optimizing its operation „ Daily operations „ „ Ensure daily operations perform properly Optimize the new processes and adapt them for new challenges Review existing operations processes and identify opportunities for improvement Optimize the usage of tools. use enhanced functions Find synergies that help to increase the performance of the organization Control the successful enablement of the organization and identify opportunities for upskilling Establish a change circle for inclusion of new requirements to the existing processes „ Optimization „ „ „ „ „ © SAP 2008 / Page 1 © SAP AG E2E040 8-16 .

Run SAP: Unit Overview Diagram Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP © SAP 2008 / Page 1 © SAP AG E2E040 8-17 .

Run SAP– Getting Started Overview Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Setup Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Technical Requirements and Architecture Final Testing Change Management Transition into Production SAP Application Management Project Setup Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management © SAP 2008 © SAP AG E2E040 8-18 .

The Methodology of Implementing SAP Standards Assessment & Scoping Operational Requirements Analysis In the Assessment and Scoping Phase the foundation for the whole Project is built Targets? Stakeholders? Scope Definition Technical Requirements and Architecture Volume? Assessment and Scoping Staff? Schedule? Packages? Project Setup Governance Model for Operations Plan Solution Transition to eSOA In general. Assessment and Scoping can be divided in these three parts: Pre-project phase Project environment Project setup © SAP 2008 © SAP AG E2E040 8-19 .

the needs.The Pre-Project Phase Pre-project phase The target of this phase is to get an understanding of the facts. The Pre-Project Phase can consist of one or more workshops and some meetings. the possibilities. Tasks „ Analysis of operational requirements „ Definition of project scope „ Determination of technical requirements „ Identification of the operational infrastructure architecture Results „ Consensus on project scope „ Information for the project setup is documented „ Rough idea of budget and schedule „ Resource requirements identified © SAP 2008 / Page 1 © SAP AG E2E040 8-20 . and the consequences of the requirements.

people) of each work package „ Define a detailed project plan „ Adjust the plan with the stakeholders „ Acquire the needed resources Results „ Detailed project plan „ Budget „ Staffed project team „ Kickoff meeting © SAP 2008 / Page 1 © SAP AG E2E040 8-21 . Tasks „ Determine the resource requirements (time. The objective of this phase is to get define the structure of the project.Project Setup Project setup The starting phase of the project has to be done by the project manager together with the stakeholders and the core team of the project. funding. An official kickoff meeting is recommended to generate an understanding of the project’s objectives.

The Influence of the Environment Environment of the project The environment can significantly influence the project: „ „ „ Business strategy Should this project be aligned with a development project? Are changes in the organization planned? What is the strategy of the company with outsourcing/outtasking? Are there technical dependencies to existing solutions? (For instance HAConcepts) Development projects Run SAP Project Organizational changes „ Daily ops © SAP 2008 / Page 1 © SAP AG E2E040 8-22 .

statutory. with input from all relevant stakeholders © SAP 2008 © SAP AG E2E040 8-23 . business.Run SAP – Getting Started Operational Requirements Analysis Assessment & Scoping Operational Requirements Analysis GATHER REQUIREMENTS „ „ „ Check operations against SAP Standards: identify gaps Identify the stakeholders of business and IT to get their input Document legal. and IT-related requirements Scope Definition Technical Requirements and Architecture Best Practices: „ „ „ Prepare a set of requirements for the specific needs of operations Facilitate workshops with the stakeholders of the solution Analyze and evaluate the requirements to assign them to operational services and SAP standards Record. and evaluate the requirements Project Setup Governance Model for Operations Plan Solution Transition to eSOA „ Result: „ Comprehensive documentation including quantitative and qualitative descriptions. verify.

pre-existing contracts. and so on) Scope Determination „ Detail requirements and analyze these based on costs. duration. Scope Management Governance Model for Operations Plan Solution Transition to eSOA Scope Definition Scope Planning Scope Determination Scope Verification Ongoing Scope Change Control © SAP 2008 © SAP AG E2E040 8-24 . resources Scope Definition Technical Requirements and Architecture „ Associate costs with each requirement „ Prioritize the requirements with stakeholders Scope Verification „ Confirm the defined scope as complete and correct by stakeholders Scope Management Project Setup „ Monitor how scope is followed during the course of the project.Run SAP – Getting Started Scope Definition and Scope Management Assessment & Scoping Operational Requirements Analysis IDENTIFY THE PROJECT SCOPE Scope Planning „ Determine the basic procedure for defining the scope „ Define and document project constraints (budget. strategic decisions such as for outsourcing.

Run SAP – Getting Started Technical Requirements and Architecture Assessment & Scoping Operational Requirements Analysis IDENTIFY IMPACT TO OPERATIONS INFRASTRUCTURE „ „ „ Needed changes in infrastructure Other tools? New licenses? Hardware updates Scope Definition Technical Requirements and Architecture Best Practices: „ „ „ Analyze the scope of the project under the aspects of operational infrastructure Review the existing infrastructure Cross-check the results with the result of Operational Analysis Requirements. as well as the defined project scope Project Setup Governance Model for Operations Plan Solution Transition to eSOA Result: „ Documented technical infrastructure requirements and architectural needs for the implementation of the end-to-end solution operations © SAP 2008 © SAP AG E2E040 8-25 .

Run SAP – Getting Started Project Setup
Assessment & Scoping
Operational Requirements Analysis

PLAN PROJECT AND NEXT STEPS Best Practices:
„ „ „

Create work breakdown structure (WBS) Develop schedule, including activities, sequencing, duration, budget estimation, and milestones Plan staffing: resources required from both support teams and project teams Plan purchase and acquisitions, contracting services, training, and so on

Scope Definition Technical Requirements and Architecture

„

Project Setup

Result:
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Work breakdown structure, tasks for the implementation are defined Project plan/schedule with dependencies between the areas Staffing list Purchasing plan in case additional tools, hardware, services, or training is required

Governance Model for Operations Plan Solution Transition to eSOA

„ „ „

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Run SAP – Getting Started Governance Model for Operations
Assessment & Scoping
Operational Requirements Analysis

DESCRIBE THE MISSION OF IT OPERATIONS
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Based on the organization, the standards and the processes (Who, What and How). Encourage initiatives that successfully coordinate business projects maximizing benefit, reducing costs and complexity, and promoting standardization Managing and running operations for the SAP-centric solution

Scope Definition

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Technical Requirements and Architecture

Best Practices:
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Project Setup

Produce a concept of Organization Model, Standards, Processes and Procedures

Governance Model for Operations Plan Solution Transition to eSOA

Result:
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A set of guidelines and rules for executing and managing these operations

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Run SAP – Getting Started Plan Solution Transition to eSOA
Assessment & Scoping
Operational Requirements Analysis

INCREASE THE CAPABILITIES OF THE SUPPORT ORGANIZATION
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Plan and implement the upgrade of an older SAP Solution Prepare the organization for eSOA

Scope Definition Technical Requirements and Architecture

Best Practices:
„ „ „

Define a specific business strategy and values from a top-down perspective Optimize the existing operation organization from a bottom-up perspective Define upgrade strategy

Project Setup

Governance Model for Operations Plan Solution Transition to eSOA

Result:
„ „

Access to latest application and technology features of SAP software Empowered support organization

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Project Plan Alignment of Standards to the ASAP roadmap
In parallel to an ASAP-project the implementation of the standard can be aligned to the needs of the ASAP-project. It is recommended to make the Run SAP project as an subproject.

Minimal Documentation Root Cause Analysis System Administration System Monitoring Remote Supportability Incident Management Change Request Management Change Control Management Testing Job Scheduling Management Business Process Monitoring and Exception Handling Transactional Consistency Data Integrity Enterprise SOA Readiness Upgrade Data Volume Management

© SAP 2008

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In this Picture you see the recommended start points (not later than!) for the services in an ASAPProject. Recommended means, that every Project has an special Situation. This is a pattern - not a fixed order. Each bar starts with the specific standard/service in place, not in a design or setup phase.

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Alignment of Standards to the ASAP roadmap 1

Minimum Documentation

Minimum Documentation should not start later than the design phase. SAP recommends to starts in parallel to design phase with defining the doc-types and doc-standards. This functionality is needed to make the analyzing of errors between components faster and easier. The standard should be ready not later than the first realization of integration activities, better already when implementation starts in order to be able to analyze functional problems during implementation. The operations team can be trained in a productive equivalent environment. Monitoring should be started with the transition of the solution to the productive environment. It is recommended to define and implement the procedures and tasks in development environment. Remote Supportability is needed during the implementation phase, as any analysis of the system from SAP (consulting, support) requires system access.

Root-CauseAnalysis

System Monitoring

Remote Supportability

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Incident Management

Incident Management should be ready as soon as a controlled administrative process of mass-issue handling is required. This is normally needed at the latest during the integration test phase.

Change Request Management

If the Change Request Management functionality is needed to manage changes within a development project, the start of Change Request operation should begin with the Realization Phase (Project Change Management). For support of operations, Change Request Management must be established before the Final Preparation phase.

Change Control Management

Change Control Management is needed immediately with your first transport in development phase.

Test Management

You should start with test planning based on business requirements at last in parallel to the starting business blueprint phase. Test planning has an strong effect to project planning, planning of development, developer testing, integration testing, regression testing and acceptance testing. Special environments are needed, special test data's are needed and well structured test cases, test automation as well.

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Alignment of Standards to the ASAP roadmap 3

Job Scheduling Management

Job Scheduling can be done, as soon as an estimation on runtimes and resource consumption of the jobs is available. This is given normally during the test phase on a production-like environment.

Business Process Monitoring and Exception Handling

Business Process Monitoring and Exception Handling is needed with the start of testing businesses processes (volume tests), at least in the phase of final preparation.

Transactional Consistency

Transactional Consistency is normally tested during the integration tests. This is done for the business process, customer programs and interfaces. Therefore the standard need to be implemented during the realization phase.

Data integrity

Data Integrity is needed after Go Live, when productive data are created.

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If you perform an upgrade with Upgrade Factory. Business processes and data management should be designed according to the aspects of data avoidance. © SAP 2008 / Page 1 © SAP AG E2E040 8-33 . Data Volume Management Ideally. data summarization and later archiving strategies. it will be a separate project parallel to the Run SAP project. Upgrade The Upgrade standard is relevant during the complete project live cycle.Alignment of Standards to the ASAP roadmap 4 eSOA Readiness eSOA Readiness means the capability of an organization to support and to operate an eSOA architecture. the DVM is already considered during the blueprint phase.

Practice Example: The Charm Company Situation „ Charm Company owned a big SAP Solution to sell different services „ The industry sector has short innovation cycles and so the processes in the SAP Solution have to be adjusted often and irregularly „ Some people at the business side can generate tasks for development and everybody knows his own special developer „ Every developer is able to transport the changes to test and productive system „ In the near past there were some crashes in production „ At every crash operations was surprised and also not able to analyze the causes in a short time and make a quick trouble shooting Request „ The Management of Charm Company wants to get out of the chaotic situation: "We need flexible changes but It should be possible to process these developments without any system downtime" © SAP 2008 / Page 1 © SAP AG E2E040 8-34 .

pursuable Changes „ Fast trouble shooting „ Incident Management „ Less crashes with better Testing? Result: Applicable E2E Solution Standards for the Charm Company „ Incident Management „ Change Request Management „ Change Control Management „ Test Management „ Minimum Documentation „ With deeper analysis maybe also System Administration. Operational Requirements Analysis „ Requirements: „ Flexible IT and stable IT-Operations „ Controlled. BPM and so on © SAP 2008 / Page 1 © SAP AG E2E040 8-35 .Charm Company . documented.Assessment and Scoping Requirements Analysis 1.

Job Scheduling Management Transactional Consistency & Data Integrity System Administration System Monitoring Technical Requirements and Architecture Project Setup Governance Model for Operations Plan Solution Transition to eSOA After Requirements Analysis the yellow Standards and work packages are relevant © SAP 2008 © SAP AG E2E040 8-36 .Charm Company Result of Requirements Analysis Assessment & Scoping Operational Requirements Analysis Work packages End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Assigned Standards „ Incident Management Scope Definition „ „ „ „ „ „ „ „ „ „ „ Change Request Management Change Control Management Test Management Minimum Documentation Remote Supportability Root Cause Analysis Business Process Monitoring and Exception Handling Data Volume Management.

Scope Definition „ Discussion with Stakeholders „ How can we get Quickwins? „ How about cost-benefit relations? „ Effort estimation against the budget „ Result.Charm Company . Requirements 2. Technical Requirements „ SAP Solution Manager already used „ Need for high availability of operating infrastructure? „ Additional Hardware or Software needed? © SAP 2008 / Page 1 © SAP AG E2E040 8-37 . signed by Stakeholders „ The Standard Change Request Management will be implemented 3.Assessment and Scoping Scope Definition and Tech.

Charm Company .Result of Scoping Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept Setup Operations End User Support Implementation Change Management Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Final Testing Change Management Technical Requirements and Architecture Project Setup SAP Application SAP Application Management Management „ Change Request Management Implementation Concept „ Change Control Management „ Test Management Business Process Business Process Operations Operations Implementation Concept SAP Technical Operations Concept Technical Infrastructure Design SAP Technical Operations Implementation Technical Infrastructure Implementation Transition into Production SAP Application Management Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management The result of scoping is the decision to implement only Change Request Management © SAP 2008 © SAP AG E2E040 8-38 .

The Run SAP project hasn’t be aligned to another project „ There is no upgrade planned „ There is no organizational change planned 6. Governance Model for Operations „ The Charm Company have no special governance rules „ Should new roles and standards be defined? 5. The Environment of the Project „ There is no development project in parallel. Project Setup „ Making the plan with Milestones „ Define Change Prozess with Roles and Responsibilities „ Implementation and Set Up „ Roll-Out „ Train the Teams „ Getting the Budget „ Staffing the People © SAP 2008 / Page 1 © SAP AG E2E040 8-39 .Assessment and Scoping Governance and project setup 4.Charm Company .

Run SAP: Unit Overview Diagram Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP © SAP 2008 / Page 1 © SAP AG E2E040 8-40 .

Run SAP: Overview Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Setup Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Technical Requirements and Architecture Final Testing Change Management Transition into Production SAP Application Management Project Setup Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management © SAP 2008 © SAP AG E2E040 8-41 .

Overview Assessment & Scoping Operational Requirements Analysis Design Operations End User Support Concept Change Management Concept SAP Application Management Concept Business Process Operations Concept SAP Technical Operations Concept Technical Infrastructure Design Setup Operations End User Support Implementation Change Management Implementation SAP Application Management Implementation Business Process Operations Implementation SAP Technical Operations Implementation Technical Infrastructure Implementation Handover into Production Knowledge Transfer and Certification Operations & Optimization End User Support Scope Definition Technical Requirements and Architecture Final Testing Change Management Transition into Production SAP Application Management Project Setup Handover and SignOff Business Process Operations Governance Model for Operations Plan Solution Transition to eSOA SAP Technical Operations Technical Infrastructure Management © SAP 2008 / Page 1 © SAP AG E2E040 8-42 .Run SAP: Implementation Phases .

The implementation of each SAP standard follows a specific Technical implementation methodology. and their implementation is Scope Definition planned during the Project Setup work package. For each standard. the Run SAP roadmap provides: Project Setup Change Management SAP Application Management Best-practice procedures on how to run the individual tasks Explanations on which SAP Solution Manager functionality should be used Business Process Operations „ Proposals for useful Key Performance Indicators to measure success Governance for „Model Available training to support the adoption of the standard Operations SAP Technical Operations Technical Infrastructure Management Direct links to related services of SAP Consulting and SAP Active Global Support to get the right experts to implement the standards if needed Plan Solution Transition to eSOA „ © SAP 2008 © SAP AG E2E040 8-43 .Run SAP Implementation Assessment & Scoping Operational Requirements Which standards Analysis Design Operations Setup Operations Handover into Production Operations & Optimization End User Support Requirements and Architecture „ „ will be implemented are determined during the Scope Definition work package.

Monitoring „ SAP Application Management „ „ „ „ Business Process Operations „ „ „ „ „ SAP Technical Operations „ „ © SAP 2008 / Page 1 © SAP AG E2E040 8-44 .E2E Solution Operation Standards in Run SAP Themes „ Topics/Standards „ End User Support Incident Management „ Change Management „ „ „ Change Request Management Change Control Management Test Management Minimum Documentation Remote Supportability Root Cause Analysis Business Process & Interface Monitoring and Exception Handling Data Volume Management Job Scheduling Management Transactional Consistency & Data Integrity System Administration System.

The Charm Company Implementation of Change Request Management Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Design the Prozess of Change Request Management „ Use the Implementation Methodology to define „ the Change Management Process „ needed roles in this process „ the detailed workflow „ KPIs. for instance the amount of downtimes after changes per month „ the authorization concept for the process „ If needed. interfaces to other processes or to a crossover Change Management Process outside the SAP Solution „ Produce a test concept with scenarios and test cases for the new process „ Start to train the staff affected by the new process and the new tool „ Make a detailed plan for Roll-Out © SAP 2008 / Page 1 © SAP AG E2E040 8-45 .

The Charm Company Implementation of Change Request Management Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Setup the Prozess of Change Request Management „ Customize the Change Request Management in the SAP Solution Manager „ Define the specified roles with the right authorization rules in the SAP Solution „ Take the test concept and test the functionality and performance of the workflow „ Setup tools and procedures to measure the KPIs „ Instruct the staff with the real process in a test environment or in a pilot „ Start the Roll-Out © SAP 2008 / Page 1 © SAP AG E2E040 8-46 .

The Charm Company Implementation of Change Request Management Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Handover the Prozess of Change Request Management „ Check. if the support organization is able to manage the Solution „ Check the test protocols „ Make a handover from the project team to operations team „ Arrange the support for the operations team after go-live © SAP 2008 / Page 1 © SAP AG E2E040 8-47 .

for instance: Did you get a relevant go down of System downtimes after changes? „ Analyze the experiences with the process.The Charm Company Implementation of Change Request Management Assessment & Scoping Design Operations Setup Operations Handover into Production Operations & Optimization Operate and optimize the Prozess of Change Request Management „ Operate the new Change Request Management Prozess „ Measure and analyze the KPIs for the process. Are there potential to improve it? Have all participants accept the process? „ Start a cycle to optimize the process © SAP 2008 / Page 1 © SAP AG E2E040 8-48 .

Run SAP: Unit Overview Diagram Run SAP Lesson 1: The Structure of Run SAP Lesson 2: Run SAP Phases Lesson 3: Run SAP Assessment and Scoping Phase Lesson 4: Run SAP Implementation Phases Lesson 5: SAP Services for Run SAP © SAP 2008 / Page 1 © SAP AG E2E040 8-49 .

Global Run SAP Core Service Overview Design & Setup Incident Management Assessment Services SAP Software Change Management (Evaluation + Set up One-Transport-Order) Design & Setup SAP Change Request Management Test Management Optimization Setup Root-Cause-Analysis Design & Setup Business Process Monitoring Setup SAP Data Volume Management Design & Setup Job Scheduling Design & Setup Data Consistency Management SAP System Administration for XI. Setup & Operations Services E2E040 Run SAP Overview E2E100 Root Cause Analysis Training & E2E200 Change Control Management Certification E2E300 Bus. BI. CRM Run SAP Quick Session (Know-How Transfer + SWOT-Analysis (rough) + Proposal of next steps) Run SAP Scoping Service (Know-How Transfer + SWOT-Analysis (detail) + Project plan) SAP Upgrade Assessment (AGS & Upgrade factory) CCCoE Assessment & Scoping Service (Coming soon) Design. Process Integration & Automation E2E400 Technical Upgrade Management CCCoE Certification (coming soon) © SAP 2008 © SAP AG E2E040 8-50 . EP.

EP. Setup & Operations Service Packages Design & Setup Incident Management SAP Software Change Management Design & Setup SAP Change Request Management Test Management Optimization Setup Root-Cause-Analysis Design & Setup Business Process Monitoring Setup SAP Data Volume Management Design & Setup Job Scheduling Run SAP Consulting Service Software Change Management (Evaluation + Set up One-Transport-Order) Run SAP Consulting Service Run SAP Consulting Service Solution Manager Starter Package BPM Service (focus on Monitoring Pilot) Run SAP Consulting Service (Full implementation) SAP Data Volume Management Service BPM Service (focus on Job Scheduling) Customer Program Optimization (Transactional Consistency) Interface Management (Transactional Consistency) BPM Service (focus on Data Consistency Monitoring) SAP System Administration Service Design & Setup Data Consistency Management SAP System Administration for XI. BI. CRM © SAP 2008 / Page 1 © SAP AG E2E040 8-51 .Global Run SAP Core Service: Design.

Processes and Tools in the E2E Solution Support and the SAP IT Service and Application Management ƒ SAP Solution Manager as an E2E application platform and collaboration hub ƒ End-to-End Root Cause Analysis: motivation. processes and tools ƒ Business process management and analysis ƒ Integration management ƒ Performance and data volume management ƒ SAP Technical Upgrade Management: motivation and strategy ƒ SAP Upgrade: challenges and success factors ƒ SAP Safeguarding for Upgrade ƒ Collaboration with SAP Overview of the E2E training portfolio E2E040 8-52 . tools. & Automation E2E400 (2 days) Technical Upgrade Management COURSE GOALS ƒ Understand the ƒ Perform End-to-End RunSAP Methodology Diagnostics to isolate and SAP E2E Solution the component Support Standards causing the problem ƒ Understand the impact in a heterogeneous IT landscape of the SAP E2E Solution Support Standards to your IT support skills. and methodology ƒ E2E implementation roadmap ƒ Skills. Process Integr. and methodology ƒ Diagnostics approach ƒ Incidents and preclarification ƒ Pro-active monitoring and alerts. processes and tools ƒ Understand the ƒ Upgrade challenges concept of End-to-End and success factors Business Process ƒ Understand the major Integration and technical risks and Automation challenges within an ƒ Understand the upgrade project different areas and ƒ Understand the respective SAP tools concept of SAP within integration and Safeguarding for automation Upgrade ƒ RunSAP:motivation. overview. tools. processes and tools ƒ Change analytics ƒ Change request management ƒ Change deployment ƒ End-to-End Business Process Integration and Automation: motivation and strategy ƒ Skills. infrastructure overview ƒ IT reporting © SAP 2008 / Page 1 „ © SAP AG COURSE DETAILS ƒ End-to-End Change Control: motivation and strategy ƒ Skills. overview. monitoring methodology.End-to-End Solution Operations Training & Certification E2E040 (2 days) RunSAP E2E100 (5 days) Root Cause Analysis E2E200 (5 days) Change Control Management ƒ Understand the value of End-to-End Change Control Management ƒ Leverage the SAP Solution Manager as application platform E2E300 (5 days) Bus.

Run SAP: Unit Summary You should now be able to: „ „ „ Explain the structure of the Run SAP methodology Explain the phases of a Run SAP project Implement E2E Solution Operations using the Run SAP methodology © SAP 2008 / Page 1 © SAP AG E2E040 8-53 .

© SAP AG E2E040 8-54 .

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