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0 October 2009
SAP Standard Root Cause Analysis
Active Global Support SAP AG
© 2009 SAP AG
Root Cause Analysis Version: 2.0
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SAP® Standard Root Cause Analysis
Version 1.0 1.1 Date April 2007 January 2008 Changes Original version New version of chapter 5.1 (Methodology) Restructuring of chapter 5.3 (People) Additional information in chapter 6 (How to measure the success of the Implementation) 2.0 October 2009 Changed structure and content of chapter 4 and 5 Minor changes of chapter 1,2,3 and 6
© 2009 SAP AG
Root Cause Analysis Version: 2.0
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......................................................................... 18 Prerequisites .... 8 Benefits ......... 15 5 5.............................3.... 14 Follow-up Activities ........................... 25 Technical Core Competence Courses .......0 Page 3 of 28 .... 13 Server Side Analysis ... 11 Cross Component Analysis ..................................... 8 Scope....................................................... 27 © 2009 SAP AG Root Cause Analysis Version: 2.2 3.....................2 4.....................................1 5............................................................. 26 6 How to Measure the Success of the Implementation .........3..........3..... 23 People..3 5......................3...................1 5...............................................2 5.......................................2 5...........................1......................1 5...........5 What is the Basic Concept of Standard Root Cause Analysis .......................................................3..................................... 4 Application Life-Cycle Management .......................................................................... 18 Installation and Configuration of Root Cause Analysis Scenario .................................................................................................................... 12 Component Specific Analysis ................3 How to Implement the Root Cause Analysis Standard? .......2 4.............................................3 4.......................... 18 Configuration..............4 4...................................... 9 4 4................................................................................................................................1 4.........1 4................................................................................................3 Management Summary ....... 5 Root Cause Analysis Standard at a Glance ................................................................................. 25 E2E Solution Operations – Core Knowledge ...... 20 Tools ............... 14 Client side analysis .....1.......... 14 Analysis through Software Vendor (SAP or Partner) ...1 3............................3............................................................................................................2 5..........SAP® Standard Root Cause Analysis Table of Content 1 2 3 3........................ 14 Architecture of Root Cause Analysis ................... 25 Technical Expert Competence Workshops .................... 11 Triggers of Root Cause Analysis .............................3 4................................................................... 8 Goal ................................................
it is a procedure based on SAP best practices with a set of tools shipped with SAP Solution Manager. The last chapter explains how to measure the success of an implementation of this standard. This creates the need for a structured approach to isolate a component causing the problem. © 2009 SAP AG Root Cause Analysis Version: 2. Finding the root cause of an incident in those environments can be challenging.0 Page 4 of 28 . This paper outlines the basic concept as well as the implementation methodology of the SAP Support Standard Root Cause Analysis. The basic idea behind Root Cause Analysis is to determine where and why a problem occurred.SAP® Standard Root Cause Analysis 1 Management Summary Customer’s heterogeneous IT landscapes running mission critical applications have become increasingly complex during the last decade. helping customers to do this as efficiently as possible. The standard Root Cause Analysis (RCA) defines how to perform a root cause analysis across different support levels and different technologies. The approach must be supported by tools. Root Cause Analysis is not only an E2E Standard defined by SAP.
services. their integration. the application management team is in direct contact with the business units. to ensure the availability and stability of the solution.sap.0 Page 5 of 28 . in larger organizations. to ensure stable operation of the IT solution while enabling accelerated innovation. and that they can be adapted easily to new requirements. © 2009 SAP AG Root Cause Analysis Version: 2. without business disruptions. Typically. and which IT applications should be used to map the processes. and the automation of jobs. a program management office communicates business requirements to the IT organization. For example. The optimize phase collects key figures and data from the live solution. to reduce costs or improve performance. but their functions are equivalent. The operate phase groups tasks that are performed after system startup.1). Further specialization is possible within these organizations. For details about the complete portfolio. It is responsible for implementing the business requirements and providing support to end users. ALM processes span the six phases. throughout the entire application life-cycle. The names of the organizations differ from company to company.SAP® Standard Root Cause Analysis 2 Application Life-Cycle Management Companies expect from their IT departments that mission-critical business applications run smoothly. According to the IT infrastructure library (ITIL). In the build and test phase. It is the mission of Application Life-Cycle Management (ALM) to achieve this. For example. These tasks include activities such as system administration. please refer to http://service. the findings from the requirements phase are used to specify how the application or IT operation processes are to function. and best practices. Optimizing these processes reduces costs and ensures the highest quality of IT operation. They belong to the key organizational areas Business Unit and IT. On the technical side. there may be separate experts for different applications within SAP technical operations. business process monitoring. The deploy phase is the transition from a pre-production environment to production operation. SAP’s ALM portfolio consists of processes. issue management. In the design phase. to manage SAP and non-SAP solutions. at low cost. multiple teams are involved in the ALM processes (see Figure 2. a system landscape is set up and configured to implement and test the planned scenarios and processes. message processing (Service Desk).com/alm. and service delivery. and ensures that the requirements are implemented. tools. And SAP technical operation is responsible for the general administration of systems and system diagnostics. system monitoring. root cause analysis. the application management life cycle comprises six phases: Functional and non-functional requirements are collected and evaluated during the requirements phase. decides on the financing of development and operations. Business process operation covers the monitoring and support of the business applications.
it helps to find the right strategy and tools to implement ALM. doing the setup. in the form of implementation methodology documents and bestpractices documents. Many customers have defined collaboration processes. Moreover. With Run SAP. end-to-end. centrally. and a clear definition of the collaboration processes. to create best-practice descriptions of important ALM processes. It also provides all related information. These documents are published as E2E Solution Operations standards in SAP Service Marketplace at http://service.1: Organizational model for application life-cycle management Two things are the key to optimizing the collaboration of the groups involved: a common infrastructure. It provides role-based access to all functions required (provided either by SAP Solution Manager itself or by integrated tools). and of its own application life-cycle management experts. SAP provides a methodology for the implementation of the End-to-End Solution Operations standards.sap.com/supportstandards. and running SAP solutions. preparing a detailed plan. including the activities involved. SAP has leveraged the experience of these customers. responsibilities. The road map for Run SAP guides through defining the scope of the operations to be implemented.0 Page 6 of 28 .SAP® Standard Root Cause Analysis Figure 2. across support levels and technologies © 2009 SAP AG Root Cause Analysis Version: 2. The infrastructure is provided by SAP Solution Manager as a collaboration platform. via work centers. Customers can refer to these standards when optimizing their own IT processes. The road map provides not only what needs to be implemented but also information about how it needs to be implemented. SAP provides the following standards: Solution Documentation and Solution Documentation for Custom Development define the documentation and reporting required for the customer solution Incident Management describes the incident resolution process Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions Root Cause Analysis defines how to perform root cause analysis. and service levels. so that all stakeholders involved have easy access to the information they require. Currently.
© 2009 SAP AG Root Cause Analysis Version: 2. and how to monitor and supervise mission-critical business processes Job Scheduling Management explains how to manage the planning. scheduling and monitoring of background jobs Data Integrity and Transactional Consistency avoids data inconsistencies. System Monitoring covers monitoring and reporting of the technical status of IT solutions System Administration describes how to administer SAP technology to run a customer solution efficiently Custom Code Management describes the basic concepts of custom code operation and optimization Security describes basic activities to setup. maintain and evolve security measures for the operation and organization of SAP solutions.0 Page 7 of 28 . this white paper describes the standard for Root Cause Analysis. and safeguards data synchronization across applications. integration and technical system tests of SAP-centric solutions. in distributed system landscapes Data Volume Management defines how to manage data growth Change Management enables efficient and punctual implementation of changes with minimal risks Test Management describes the test management methodology and approach for functional. scenario. Upgrade guides customers and technology partners through upgrade projects Out of this list.SAP® Standard Root Cause Analysis Exception Handling and Business Process and Interface Monitoring explains how to define a model and procedures to manage exceptions and error situations during daily business operations.
SAP’s root cause analysis tools are designed to reduce the number of resources in each step of the resolution process. Examples of such investigations are the regular study of EarlyWatch Alerts (EWAs) and a deep analysis of problems discovered through integration validation prior a go-live. SAP’s root cause analysis tools help to identify the specific system part. a complete solution to the issue at hand by isolating the area of concern. which support both customers and SAP Support consultants during a resolution process. analyzing the root cause of an incident requires a systematic top-down approach. SAP has developed the solution operations standard Root Cause Analysis to address this. if an end user experiences a problem while maintaining his bank account data in the corporate portal. For instance. who involves a Component Expert. Additionally. the cause may be on the client pc (e.g. which has caused the error. The performance problem or functional defect might have occurred in any of those systems. accessible through diverse devices and multiple channels.1 Goal In the presence of an issue affecting production the central goal of the customer’s IT team is to provide an immediate corrective action (workaround). An IT generalist with core competence in root cause analysis.0 Page 8 of 28 .2 Scope SAP’s standard Root Cause Analysis consists of Roadmaps for a systematic top-down analysis Tools for each task in cross-component (end-to-end analysis) and componentspecific analysis. Finally. In this example the client request in question first hits a SAP NetWeaver Portal (based on SAP AS Java). are mostly enough to investigate an issue and nail it down.especially valuable in distributed mission-critical customer environments. 3. 3. a cross-component analysis involves several sys© 2009 SAP AG Root Cause Analysis Version: 2. which itself might comprise different instances of varying technologies. browser). heterogeneous customer IT environments. critical malfunctions can be avoided through proactive root cause analysis. This standard mainly consists of an analysis roadmap and tools. then reaches a SAP ERP System (based on SAP AS ABAP) via a RFC call and finally results in a SQL statement which retrieves information from the ERP database. Per definition. The standard Root Cause Analysis offers a systematic analysis approach and tools for the resolution of incidents . with respect to operation. which restores service operations as quickly as possible and which affects end users minimally. in the network or somewhere in the server environment.SAP® Standard Root Cause Analysis 3 Root Cause Analysis Standard at a Glance In today’s distributed.
who is only assigned read-only rights. © 2009 SAP AG Root Cause Analysis Version: 2. technical configuration or traces). An open diagnostic infrastructure with hubs for all kinds of diagnostic data (e. A training and certification program for Root Cause Analysis – covering both an analysis roadmap and tools Knowledge transfer for experts in a certain technology or system area.Supporting RCA Tools offered by SAP are part of the standard maintenance contract and come at no additional fee.SAP® Standard Root Cause Analysis tems or technology stacks. As a result introducing SAP’s RCA methodology generally leads to increased availability of the IT solution. Reduced costs for support experts . Progressive data aggregation and unified display of diagnostics data across applications and technologies drastically reduce the level of specialism required to isolate the area of concern.g. but also integrates certain products of SAP focused independent software vendors. ensures a safe system access for SAP and customers. workload. Reduced license costs .0 Page 9 of 28 . for example: o o o o o o o o o SAP NetWeaver Application Server ABAP (SAP NetWeaver AS ABAP) SAP NetWeaver Application Server Java (SAP NetWeaver AS Java) SAP NetWeaver Business Warehouse (SAP NetWeaver BW) SAP NetWeaver Process Integration (SAP NetWeaver PI) SAP NetWeaver Portal SAP ERP Core Component (SAP ECC) SAP Customer Relationship Management (SAP CRM) Databases SAP client diagnostics Run SAP scope assessment 3. Root Cause Analysis works towards simplifying the problem resolution process within an IT environment and reducing the total cost of ownership. applications and OEM’s to this open infrastructure. Benefits of this standard and of SAP’s preferred tools for RCA are: Ensured continuous business availability – Root Cause Analysis helps to accelerate the problem resolution process. A dedicated support user.3 Benefits Overall. whereas component-specific analysis deals with one system or technology stack. SAP not only progressively adds new SAP technologies. Thereby the overall problem-resolution time and the number of resources involved in the investigation are reduced. exceptions.The targeted top-down approach of RCA supports a one step dispatching of issues from an IT Generalist to a Component Expert.
Empowers the customer to solve problems himself . Even a structured and proven resolution roadmap is provided by SAP. an investigation is continued on the system in concern using a predefined support user (SAPSUPPORT).0 Page 10 of 28 . implementing Diagnostics already marks one essential step for this upcoming functionality. thereby reducing overall resolution time. Data foundation for monitoring and IT reporting .Nobody knows the customer’s SAP landscape as well as the customer himself.Diagnostics in SAP Solution Manager forms the technological foundation for SAP’s next generation application monitoring. If required. As a result. © 2009 SAP AG Root Cause Analysis Version: 2. as generalists and experts start investigating at one common point. thereby abstracting data from the underlying technology stack. Furthermore. This approach supports the structured top down analysis approach.SAP® Standard Root Cause Analysis Appropriate tools for root cause analysis are available off-the-shelf. data collected by Diagnostics is reused for automated IT reporting. Collected workload and exception data is displayed in unified views. Thereby a time consuming identification process for analysis tools is avoided. E2E Root Cause Analysis provides expert tools which enable a customer to quickly solve problems. One safe access channel to all systems – Root Cause Analysis provides one safe and central access channel to the customer’s landscape. who is only assigned read-only rights.
Efficient collaboration between those teams is required to optimize operations of SAP-centric solutions. the Application Management team is the owner of the Root Cause Analysis process. Service Level Agreements (SLAs) and agreement on key performance indicators (KPIs). If required. SAP’s End-to-End Root Cause Analysis is a systematic top-down approach which avoids time consuming untargeted and intuition-based analyses. Key Users provide detailed feedback to members of Application Management about ongoing IT operations. responsibilities. Key Users are the first point of contact in case of problems reported by End Users. End-User and Key-User address issues directly to the Application Management office. Furthermore. Apart from troubleshooting. other IT units such as Custom Development.1 Triggers of Root Cause Analysis Technical Monitoring and Alerting Incident Mgmt Proactive Quality Assurance Analyze End Users and Key Users play a crucial role as they are the recipients of services provided by the IT organization. The Application Management team is the central contact point of business departments for all IT related topics regarding their business processes. 4.0 Page 11 of 28 . Business Process Operations and SAP Technical Operations perform a root cause analysis on the system responsible for the incident and apply a corrective action.SAP® Standard Root Cause Analysis 4 What is the Basic Concept of Standard Root Cause Analysis Following SAP’s collaboration model between business and IT. This involves the definition of processes. this unit coordinates the implementation of new business processes or IT scenarios. © 2009 SAP AG Root Cause Analysis Version: 2.
Furthermore. The resolution of an alert should be documented in an incident induced by the recipient of a certain alert.2 Cross Component Analysis The first level support attempts to clarify a reported problem. described. The outcome will in most cases result in a change and the documentation is added to the customer’s solution database. Additionally. When an incident reaches the Application Management team. If a solution is not found. Therefore. A part-time solution or workaround might be applied. categorized and prioritized via a message in the customer’s service desk system. This centralized approach suits the needs of the IT Generalist best and supports him during the resolution process. which contains up to date information about all systems and in optimal case displays this information in unified views on exceptions and system workload. 4.0 Page 12 of 28 . The IT Generalist is the mediator between application and technology. End user requests compromising several systems are extremely difficult to track. The problem has to be recorded (if possible). thereby wasting time and resources. As a consequence. Incidents opened by Key or End Users are sent to first-level support. searches the customer’s solution database and SAP Notes. additionally it might become necessary to compare system workload or configuration at different points in time.g. the Application Management team will be involved. It is not only desirable to obtain up to date information of all systems involved. Those errors will be directly analyzed by the appropriate Component Expert and will not involve first-level support in general. it is handled by an IT Generalist first. In all other circumstances. This understanding requires a check of software component versions and recent changes first. Errors mentioned in a EWA and marked by a yellow or red light should be investigated in a proactive RCA. SAP provides monitoring for both SAP Technical Operation (E2E System Monitoring) and SAP Business Process Operation (E2E Business Process Monitoring). the main goal should be to resolve the issue as fast as possible without destroying logs which might help to analyze the problem further afterwards. He integrates monitoring and administration as a whole and is able to answer detailed questions regarding the customers IT landscape. Alerts are triggered based on thresholds and notify the appropriate contacts within the IT team. development or quality assurance systems. Their sole aim is to proactively detect errors and performance bottlenecks before they affect business continuity. research should start from a central analysis tool. it is important to drill down the issue by changing as little as possible in the environment. proactive quality assurance tasks like integration validation tests or the check of EarlyWatch Alerts might trigger a RCA. he is skilled best to classify the incident and gauges if the error is caused by the interaction of several systems or is dedicated to a specific system. locating an error or performance bottleneck is time consuming. In the latter case the IT generalist routes the incident further to the relevant Component Expert or Technical System Owner. Investigations are continually documented by the expert. Reducing the overall complexity of such situations accelerates the analysis process. In case of priority one problems. For those situations. side effects might lead to a wrong analysis path. he has detailed knowledge of dependencies between different software components and their effect on core business processes. It is important to understand the big picture first before starting a deeper RCA. Otherwise. As a consequence detailed historical workload information and configuration snapshots of the customer’s system © 2009 SAP AG Root Cause Analysis Version: 2. e.SAP® Standard Root Cause Analysis A Root Cause Analysis is either triggered by an incident reported by a Key or End User or by an alert (solution monitoring).
as it speeds up the overall analysis additionally. Furthermore. will additionally help to achieve this. Read-only rights combined with a dedicated support user. If the IT Component Expert cannot solve the issue himself.0 Page 13 of 28 . technologies or system types (e. SAP Support Custom Development Component Expert IT Infrastructure SAP Technical Operations 4. SAP Support has to get involved via a customer message in SAP Service Marketplace. if it is possible to reproduce and trace a problem. The opening of such a message is carried out by the expert. the IT Component Expert is the last person to contact in case of an incident before opening a support message at SAP. This data should be usable by component experts as well. he analyzes the problem further. one common diagnostic data overview is formed for generalists and experts.SAP® Standard Root Cause Analysis landscape have to be stored in a central database. Thereby. Usually. this path should be taken. as he is best capable of describing the problem and providing the most qualified answers.g. © 2009 SAP AG Root Cause Analysis Version: 2. He has in-depth knowledge of one or several components.3 Component Specific Analysis The IT Component Expert is the counter part of the IT Generalist in the Application Management team. who is unique across all systems. SAP Application Server. The main goal of this first analysis step is to isolate the problem causing component and involve the according component expert afterwards. In the majority of cases. TREX or MDM). the utilization of the same tool box by both parties yields to a lower number of message roundtrips and encourages the interaction between customer and SAP. As a consequence.
or content. If several experts have contributed to the solution. Java. The information is kept uniform across all technologies and is available from one central console in SAP Solution Manager.NET framework. dumps or queue errors) to isolate a problem causing component is continuously collected from all SAP systems. intermediate workarounds can be added if they have helped to restore productive operations quickly. is tracked daily to detect recent changes and inconsistencies between systems (e. correlated. The TSO is the person in charge of a specific SAP system (including the database). critical log entries. E2E Root Cause Analysis in SAP Solution Manager standardizes and systematically aggregates Performance and resource metrics. not the analysis path. development and production). Cross-component diagnostic and component diagnostic tools are centrally accessible from SAP Solution Manager. Technical configuration. Also. The data required (e. C(++) or those running on the Microsoft . and made available for comprehensive IT reporting. Exceptions are reflected in unified statistic views. Changes to software (code). The Component Expert is responsible for the documentation process. the information is condensed. such as system properties. These agents are delivered preconfigured by SAP. aggregated. This becomes increasingly important if the applied correction results in instability of other components and a follow-up message is created. E2E diagnostics supports root cause analysis of components implemented in ABAP. configuration.SAP® Standard Root Cause Analysis The result of the RCA process is stored in the customer’s Solution Database. Part of the documentation should be the final corrective action. this process is mostly led by the Technical System Owner (TSO). Ideally. The openness of E2E Diagnostics is particularly underscored by the integration of Wily Introscope as OEM component.0 Page 15 of 28 . the number should be quoted as well.g. e. Furthermore. such as logs and dumps (program terminations). Knowing as much as possible about the history or origin of a problem is always appreciated by SAP Active Global Support.5 Architecture of Root Cause Analysis E2E Root Cause Analysis in SAP Solution Manager is based on a central diagnostics database that is populated with data by Diagnostics agents running on each managed system. Finally. the problem is avoided proactively in the future. E2E Diagnostics is an open infrastructure with hubs for integrating non-SAP components. Exceptions.g. by changing or adding alert thresholds.g. from where component specific log and dump viewers are directly accessible. They can be invoked from any SAP workplace upon a customer © 2009 SAP AG Root Cause Analysis Version: 2. He applies major changes to the specific system and ensures professional system documentation. If a customer message in SAP Service Marketplace has been opened. 4. it should be possible to resolve any new occurrence of the same issue fast and reliably by applying the documentation recorded.
SAP® Standard Root Cause Analysis opens a remote connection to SAP. Figure 4. the standard E2E Root Cause Analysis differentiates between client and server side analysis. Therefore. Agents are preconfigured and delivered by SAP. BMC Appsight. SAP Solution Manager includes the license for the recording agent of Appsight („Black Box“) and the console of Appsight (analysis application). Those agents and Wily Introscope continuously collect exceptions (such as critical log entries.3 illustrates the relation between the RCA standards. configuration snapshots and workload data from each satellite system. thereby allowing customers and partners to use the same standardized SAP tools. SAP’s E2E Standard Root Cause Analysis encompasses many different tools. Solution Manager Diagnostics und Wily Introscope. Although data is constantly sent from Wily Introscope to SAP Solution Manager.0 Page 16 of 28 . It is based on a central diagnostic database. dumps and errors). Client side analysis might be carried out using the third-party tool BMC Appsight. Appsight enables the analysis of client performance in combination with user interaction. no data exchange happens between BMC Appsight and SAP Solution Manager. End-to-End Root Cause Analysis client side analysis Solution Manager Diagnostics infrastructure AS ABAP RFC & Diag Agent Diagnostics Agent server side analysis BMC Appsight AS Java Managed Systems SAP Business Intelligence InfoCube SAP Solution Manager CA Wily Introscope Server-side analysis is usually carried out using the Root Cause Analysis work center. First of all. The information is kept uniform across all stacks and is available from one central console in SAP Solution © 2009 SAP AG Root Cause Analysis Version: 2. SAP Solution Manager has a built-in Business Warehouse that is populated with data by a diagnostics agent running on each satellite system.
Exceptions are reflected in unified statistics of highseverity log entries and dumps. quality assurance and production environments. are tracked daily to expose inconsistencies between development.SAP® Standard Root Cause Analysis Manager. correlated and aggregated and made available for comprehensive IT reporting. © 2009 SAP AG Root Cause Analysis Version: 2.0 Page 17 of 28 . However. It is possible to access component-specific log and dump viewers. The data preserved by Wily Introscope is continuously read by Solution Manager. and to detect any recent changes that may have been applied to the technical configuration of the production landscape. Technical configuration. In SAP’s RCA context. the information is condensed. in most instances a deep Application Server Java analysis is carried out directly using a front end application of Wily Introscope. such as system properties and snapshots of the technical system configuration. Furthermore. the third-party tool Wily Introscope is mainly used for the collection of performance metrics from SAP Application Server Java.
containing all SAP systems. the configuration can almost completely be performed from SAP Solution Manager. Should this not be possible.1 Prerequisites SAP recommends to run SAP Solution Manager on Unicode (see also customer letter on http://service.1.g.SAP® Standard Root Cause Analysis 5 How to Implement the Root Cause Analysis Standard? Customers may employ any tools that are suitable and familiar to the experts who have to carry out a root cause analysis. In case of new NetWeaver installations. The Diagnostics data provisioning layer does not rely on a monolithic agent. SAP recommends to migrate the ABAP part to Unicode. This allows the deployment of Diagnostics agent applications (e. it is recommended to establish tools that prevent write-access. one central SLD.sap. The Wily Introscope Enterprise Manager needs to be installed on the SAP Solution Manager host or on a separate host (see http://service.0 Page 18 of 28 . software components.com/Unicode). However.0 dual stack system (AS ABAP and AS Java). patch levels. For customers’ SAP Solution Manager installations.sap. The setup of the Root Cause Analysis scenario has been simplified throughout the last years.g. Wily Introscope agent) from SAP Solution Manager. Up-to-date system information (e. this is usually not required anymore. Furthermore as a rule of thumb.sap.com/instguides SAP Components SAP Solution Manager.1 Installation and Configuration of Root Cause Analysis Scenario End-to-End Root Cause Analysis requires a SAP Solution Manager 7. as an agent is automatically installed as part of the system installation process. which have been upgraded from previous releases and have not yet been migrated to Unicode. it is built on a two level agent architecture. This chapter explains prerequisites and necessary steps to implement RCA. which takes place during the © 2009 SAP AG Root Cause Analysis Version: 2. should already be in place beforehand. known as Solution Manager Diagnostics. SAP will support non-Unicode installations until the customer has completed the Unicode conversion. SAP recommends to use End-to-End Root Cause Analysis in SAP Solution Manager. For SAP environments. It is required to install all new SAP Solution Manager systems on Unicode. While the installation requires OS access. Although the SAP Solution Manager setup procedure configures a dedicated Solution Manager System Landscape Directory (SLD). Installation guides can be found on Service Marketplace http://service. one Diagnostics agent has to be installed per virtual host of each managed system.com/diagnostics section Installation and Configuration Wily Introscope Installation Guide). Minimum required support package levels for Diagnostics in SAP Solution Manager as well as for managed systems are documented in SAP note 1010428. 5. In contrast. 5. to ensure that no additional harm is done during the analysis process. hostnames) are crucial for the Diagnostics infrastructure.
/ HTTP (not 36XX) Introscope Enterprise Manager / TCP / IP Ex: 8101 / 81<InstanceNb> Default: 6001 Connection established from host Src. host(s) ALL Managed System ALL Managed System ASSOCIATED Managed System “Service” on dest. Host Outside Diagnostics Server ALL managed System (Diag.com/diagnostics section Installation and Configuration Diagnostics Agent Setup Guide).0 Page 19 of 28 . Host Outside DMZ Diagnostics Server ALL Managed systems (Diag. Finally. Agent) to host(s) Dest.SAP® Standard Root Cause Analysis managed system configuration phase and in the event of a Solution Manager update. host / Protocol Connection established from host(s) Src. A Diagnostics Agent Setup Guide is available on SAP Service Marketplace (see http://service. These ports are listed in the following tables: “Service” on dest. Host Diagnostics Server Diagnostics Server Diagnostics Server Diagnostics Server Diagnostics Server Diagnostics Server Service port example / Format J2EE engine / HTTP ITS / HTTP IGS / HTTP J2EE engine / P4 Ex: 50100 / 5<InstanceNb>00 Default: 8000 Ex: 41080 / 4<InstanceNb>80 Ex: 50104 / 5<InstanceNb>04 Message srv. Agent) ALL Managed systems (Diag. certain ports between the SAP Solution Manager and the managed systems must be opened. host(s) / Protocol Service port example / Format J2EE engine / HTTP RFC Ex: 50200 5<InstanceNb>00 J2EE engine / P4 Ex: 50204 5<InstanceNb>04 © 2009 SAP AG Root Cause Analysis Version: 2. Agent) ALL managed systems (Wily Agent) to host Dest.sap.
First of all.2 Configuration Currently. © 2009 SAP AG Root Cause Analysis Version: 2. The guided setup procedure is almost self-explaining as on-screen help is directly included.1 Guided configuration using SOLMAN_SETUP As of SAP Solution Manager SP18. The setup of Root Cause Analysis is part of the configuration scenario Basic Configuration of SAP Solution Manager.com SAP Solution Manager.1.1 shows the configuration wizard’s main screen. 5. Calling the transaction SOLMAN_SETUP will open the new browser based configuration wizard.2. Figure 5.SAP® Standard Root Cause Analysis 5. Additional help is available on help.sap.0 Page 20 of 28 . the customer might take care of the whole configuration process by reading the documentation provided and executing necessary steps himself. an SAP Support Consultant might accomplish the setup on-site together with members of customer’s staff. As a second option SAP offers a package of remote training sessions called Expert Guided Implementation. Further information can be found in a tutorial on Solution Manager. The scenario Initial Configuration is only required for new installations of SAP Solution Manager.1. It is accessible via transaction SOLMAN_SETUP. a new guided web-based configuration mechanism is available. Additionally. three methods for the configuration of Diagnostics in SAP Solution Manager are available.
a Diagnostics agent must have been installed for this system and the system has to fulfill the minimum software requirements for Diagnostics in SAP Solution Manager. It must be executed once for each System. weekly generated system health reports for ABAP and Java based SAP Systems Service Desk functionality. e.0 Page 21 of 28 . © 2009 SAP AG Root Cause Analysis Version: 2. basic functionality. the following functionality is ready to use: Root Cause Analysis in SAP Solution Manager – SAP’s preferred tool for carrying out RCA Maintenance Optimizer – enables the customer to download Support Packages and Enhancement Packages EarlyWatch Alerts. generation of customer business blueprint documents and configuration guides for SAP solutions After having performed all activities of Initial and Basic Configuration. sending of messages to SAP via SAP Solution Manager Expert on Demand Session readiness Business Blueprint and Configuration – basic functionality. The scenario Managed System Configuration guides the administrator during the connection process. As a prerequisite. After having completed Initial and Basic Configuration.g. e.SAP® Standard Root Cause Analysis Basic Configuration automatically implements latest corrections and performs major customization steps.g. managed systems can be connected to SAP Solution Manager.
0 Page 22 of 28 . this procedure is almost fully automated as only connection parameters and logon data have to be entered.com/instguides SAP Components SAP Solution Manager <current release>) and the Root Cause Analysis User Administration Guide (download on http://service.2 Expert Guided Implementation Expert Guided Implementations are offered by SAP Active Global Support to support customers and partners during the activation of SAP Solution Manager scenarios. The customer is given direct guidance by a SAP Solution Manager expert and is not left alone with SAP guides.sap. only the Internet Communication Manager needs a restart. the delivery format empowers the customer to directly work on his Solution Manager system. this is carried out best sequentially during non-working hours. thereby minimizing the impact on productive operations. the configured scenario should be ready for productive usage and the customer should have the knowledge to use and maintain its Root Cause Analysis infrastructure. Members of customer’s staff team receive direct knowledge transfer by the SAP Expert and may ask dedicated questions in each session. In case of advanced security requirements.1. The main benefits and deliverables of an Expert Guided Implementation are: Each step of the scenario implementation is shown and explained by an SAP expert on a sandbox system. one instance profile parameter for ABAP and one for Java based systems have to be set manually. The overall goal is to execute all relevant implementation steps during the delivery time of the Expert Guided Implementation. The correct setup of Diagnostics in SAP Solution Manager and the connection of managed systems might be verified via the Diagnostics Self-check – available in the Root Cause Analysis Work Center. Each guided implementation consists of several web sessions. Between each session.SAP® Standard Root Cause Analysis Again. The most important automated steps are: managed system prerequisite check creation of RFC connections (from Solution Manager to the managed system and back) creation of communication users scheduling of Early Watch Alerts scheduling of Diagnostics extractor jobs Wily Introscope instrumentation (in the presence of Java based systems) Finally each AS Java instance has to be restarted to activate the new instance parameter and the Wily Introscope agent. In case of productive systems. After the delivery. In the presence of ABAP based systems. © 2009 SAP AG Root Cause Analysis Version: 2. However.2. 5. Thereby. the SAP Solution Manager Security Guide (available via http://service.com/diagnostics) offer detailed information. the customer is given time to execute the demonstrated steps on his SAP Solution Manager system.sap. making it possible to address issues specific to the customer’s landscape in the upcoming session.
which has been fully integrated into the work center methodology of Solution Manager.com/alm-services Expert Guided Implementation.0 Page 23 of 28 . continues with a deeper look inside the application server. Analysis usually starts at the End-to-End Analysis section. might be followed by a host analysis and may end up at database level. The navigation concept of the Work Center RCA follows a top down analysis approach. Additionally a basic workshop helps broaden the usage and understanding of SAP Solution Manger functions. It provides a skilled SAP resource who will work together with members of customer’s staff on the configuration of SAP Solution Manager. 5. thereby offering one central starting point for the analysis of errors.sap. for both the customer and SAP.1.SAP® Standard Root Cause Analysis Prerequisites needed and a time schedule for the delivery can be found on SMP http://service.com/alm-tools SAP Solution Manager Services Starter Pack.2 Tools The SAP Standard Root Cause Analysis compromises tools for client and server side analysis. Detail information regarding the Solution Manager Starter Pack can be found on SMP http://service.sap.3 Solution Manager Starter Pack The SAP Solution Manager Starter Pack is applicable if direct assistance concerning the configuration and usage of SAP Solution Manager is needed.2. Thereby key knowledge is shared. 5. The tool completely fulfills the requirements of the SAP E2E Standard Root Cause Analysis. The central and most important one is called Root Cause Analysis. © 2009 SAP AG Root Cause Analysis Version: 2.
content) which are applied to the managed systems. This function enables the customer to quickly identify the component causing the problem with just a few clicks. which covers the tool’s main diagnostic functionalities. technical configuration. The section System Analysis compromises the tools Change Reporting and Log Viewer. This configuration step is highly automated and integrated into SOLMAN_SETUP. Host Analysis offers access to predefined file system folders (File System Browser) and enables SAP Support to execute certain read-only commands via OS Command Console. Trace Analysis isolates a single user request through a complete landscape. In the presence of functional problems. Workload Analysis aggregates server side performance statics of managed systems to identify general server side performance bottlenecks. providing trace information on each of the involved system parts. such as sizing issues. setup and check tools). Wily Introscope is mainly used for SAP AS Java analysis and is shipped preconfigured with a right to view license. This information is especially useful if a few ad-hoc changes result in a disruption of a productive system.g. each request is traced throughout the SAP server landscape. The measurement is started at the end user’s interface (Internet Explorer or SAP GUI). This approach identifies the problem by comparison rather than by drilling down. Specific log and dump viewers are accessible from the E2E Exception Analysis section. The Diagnostics infrastructure of SAP Solution Manager partially includes technology from CA WilyTech. the Common Tasks section provides quick links to common maintenance tasks (e. Introscope uses byte code instrumentation (BCI) technology © 2009 SAP AG Root Cause Analysis Version: 2. Change Analysis tracks all changes (e. With the help of an individual correlation ID. The fourth and last section Database Analysis provides access to the DBA Cockpit. which is faster and easier in most cases. which is called Introscope. If a customer faces a performance problem. The detailed section displays all SAP systems connected to SAP Solution Manager and provides access to the specific analysis tools. The standard role assignment for SAPSUPPORT gives members of the customer’s support team and SAP employees only read access to diagnostic data. SAP recommends creating the user SAPSUPPORT based on the shipped standard roles in SAP Solution Manager and in all managed systems. E2E Exception Analysis offers a unified view of the exceptions of all systems and additionally displays them using different time diagrams. E2E Workload Analysis might be the tool to start with. Finally.g. code. This includes not only ABAP Dumps and ABAP Syslog errors but also Java application errors collected from the default trace (and much more).SAP® Standard Root Cause Analysis Additionally. as it is possible to compare different systems and generate a report which contains the results. too. The administrator might customize the system selection displayed by restricting the list to systems of his concern or ordering them by system type. The most important tools are found in the End-to-End Analysis section: Exception Analysis allows centralized analysis of all exceptions thrown in the managed systems.0 Page 24 of 28 .
In addition to adding new SAP technologies. Afterwards. The addressed audience spans from Solution Architects and Application Management to Technical Consultants. The five day training ends with a certification exam on the taught topics.NET components without having to access the source code.g.3. SAP Technical Operations. The course important for the standard Root Cause Analysis is E2E100 . SAP GUI.0 Page 25 of 28 . SAP integrates those independent software providers (ISV’s) for which the company holds a maintenance contract with customers. which describe best practices. Business Process Operations and Custom Development. the usage of tools. E2E040 – Run SAP – End-to-End Solution Operations – The course E2E040 is aimed at customer IT management and project managers as it covers a general Run SAP introduction.SAP® Standard Root Cause Analysis to collect and integrate performance statistics at the code level for Java and . detailed explanation of the different standards and a Run SAP adoption and planning compendium. E2E050 – E2E Solution Scope and Documentation – This course explains the solution concept in SAP Solution Manager and outlines the solution documentation process for SAP centric scenarios.3 People The E2E Solution Operations Curriculum helps customers to train their specialized teams and stakeholders efficiently pertaining to operations topics. applications and OEMs to this open infrastructure. etc.1 E2E Solution Operations – Core Knowledge Two E2E Solution Operations trainings provide an overview of E2E Solution Operations. and collaboration between different roles. They consist of demos and exercises aimed at Application Management.E2E Root Cause Analysis.2 Technical Core Competence Courses Technical core competence courses explain regular and important system administration tasks in detail. Internet Explorer. E2E100 teaches not only the usage of certain SAP preferred tools for root cause analyses (especially Solution Manager Diagnostics and Wily Introscope). 5. Individuals learn about SAP standards. Their target groups are teams and stakeholders involved in E2E Solution Operations. The E2E Solution Operations Curriculum is structured along different knowledge levels. © 2009 SAP AG Root Cause Analysis Version: 2. BMC (AppSight) supplements the toolbox with respect to front-end analysis functionality. Recording profiles exist for all SAP client applications (e. 5.3. Prerequisite for this course is expertise in SAP basis administration as well as a basic understanding of SAP Solution Manager. but furthermore outlines a best practice top-down analysis path. the collected information can be analyzed using the Appsight analysis application or sent to SAP via a customer message. 5. Additionally. A black box recorder is used to record client side user activity.). It describes those critical success factors important to E2E Solution Operations.
3 Technical Expert Competence Workshops Technical Expert Competence Workshops are individual onsite customer workshops.0 Page 26 of 28 . SAP NetWeaver Business Warehouse (SAP NetWeaver BW). A detailed description can be found at http://service. © 2009 SAP AG Root Cause Analysis Version: 2.com/diagnostics Expert Competence System Administration. or SAP Customer Relationship Management (SAP CRM). an expert explains basic and specialized tasks regarding Solution Operation of certain SAP systems such as SAP NetWeaver Portal.sap. Supplementary workshops can be ordered on BMC Appsight and Wily Introscope.SAP® Standard Root Cause Analysis Upon successful completion the participant receives the certificate Application Management Expert – Root Cause Analysis.sap.com/servicecatalog. IT Component Expert and Technical System Owner). the service name is System Administration. The course is targeted at members of Application Management (e.3. Workshops can be booked via the Service Market Place link http://service. Main topics covered by E2E100 are E2E Change Analysis E2E Workload Analysis E2E Trace Analysis E2E Exception Analysis Application and data inconsistency analysis 5. SAP NetWeaver Process Integration (SAP NetWeaver PI). which are performed using the customer’s systems and held by a component-specific expert from SAP.g. During a session.
performance. and solution quality. multiple options exist. A snapshot should be taken beforehand to obtain an initial status. which can be used to highlight mid-term improvements.SAP® Standard Root Cause Analysis 6 How to Measure the Success of the Implementation In order to measure the success of the implementation of Root Cause Analysis. EWAs allow the evaluation of the current situation in areas of stability. SAP EarlyWatch Alerts provide regular and automatic monitoring of predefined KPIs of SAP systems. The following additional KPIs should be taken into account when measuring the success of an implementation: Indicator Corrective action plan for all priority 1 messages Messages to SAP are pre-clarified and findings of the customer’s root cause analysis are included in the message text Target Available within four hours (Close to) no roundtrips between customer and SAP © 2009 SAP AG Root Cause Analysis Version: 2.0 Page 27 of 28 . After the Standard Root Cause Analysis has been implemented. SAP Early Watch Alerts might be used for a final evaluation by comparing certain KPIs. First of all.
The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services. and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects S.0 Page 28 of 28 . without representation or warranty of any kind. This document is not subject to your license agreement or any other agreement with SAP. and SAP Group shall not be liable for errors or omissions with respect to the materials. This document and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.A. Crystal Reports. Xcelsius. R/3. National product specifications may vary. and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. in the United States and in other countries. Business Objects is an SAP company. SAP. Duet. SAP Business ByDesign. if any. Data contained in this document serves informational purposes only. Web Intelligence. Crystal Decisions. These materials are subject to change without notice. BusinessObjects. SAP has no obligation to pursue any course of business outlined in this document or to develop or release any functionality mentioned in this document. All Rights Reserved All rights reserved. Business Objects and the Business Objects logo. PartnerEdge. ByDesign.SAP® Standard Root Cause Analysis Copyright 2009 SAP AG. Nothing herein should be construed as constituting an additional warranty. SAP NetWeaver. © 2009 SAP AG Root Cause Analysis Version: 2. All other product and service names mentioned are the trademarks of their respective companies. These materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only.
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