SAP® Standard for System Monitoring

Version: 1.11 December 2008

SAP Standard for System Monitoring
Whitepaper

Active Global Support SAP AG

© 2008 SAP AG

SAP Standard for System Monitoring Version: 1.11

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SAP® Standard for System Monitoring

Table of Contents
Table of Contents..............................................................................................2 1 2 3 4
4.1 4.2 4.3 4.4 4.5 4.5.1 4.5.2 4.5.3 4.5.4 4.5.5 4.6

Management Summary ........................................................................3 SAP Standards for E2E Solution Operations.....................................4 The System Monitoring Standard at a Glance ...................................7 What is the Basic Concept of the System Monitoring Standard?....8
Architecture and Process Flow..........................................................................8 Configuring Central Monitoring........................................................................10 Operating Central Monitoring ..........................................................................11 Reporting .........................................................................................................12 Tools................................................................................................................14 Overview..........................................................................................................14 Integration of Non-SAP Monitoring Tools ........................................................17 KPI Definition and Categorization....................................................................18 KPI Monitoring and Optimization Tools ...........................................................19 Service Level Reporting ..................................................................................19 Outlook ............................................................................................................22

5
5.1 5.2 5.3 5.3.1 5.3.2 5.4 5.5

How to Implement the System Monitoring Standard? .................... 23
Prerequisites....................................................................................................23 Methodology ....................................................................................................24 Setup ...............................................................................................................24 Process Implementation Steps........................................................................24 Output..............................................................................................................25 Trainings..........................................................................................................25 Further Information ..........................................................................................28

6
6.1 6.2

How to Measure the Success of the Implementation?.................... 29
Benefits............................................................................................................29 Setting up KPI monitoring................................................................................30

© 2008 SAP AG

SAP Standard for System Monitoring Version: 1.11

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SAP® Standard for System Monitoring

1 Management Summary
This paper describes the system monitoring standard, one of the standards that SAP provides to help customers optimizing the end-to-end operations of their SAP-centric solution. The standard explains basic principles of technical monitoring, focusing on monitoring key figures for performing a qualitative and quantitative assessment of system operation. The subject of monitoring interfaces and business processes is discussed in a separate standard. Depending on the situation, the available tools are deployed to varying degrees. This document focuses on proactive monitoring, that is, preventative solution monitoring that aims to prevent incidents. This contrasts with reactive monitoring and analyses using monitoring methods, which is discussed in the E2E Root Cause Analysis standard. Reactive monitoring is triggered when an incident occurs that requires a root cause analysis using monitoring methods. Proactive monitoring is based on reporting of historical developments and trends. In addition to proactive monitoring, this document also addresses Service Level Reporting. Proactive monitoring can be automated to a certain degree. The most labor-intensive technique is manual or expert monitoring. Here, analysis and statistical tools are deployed to query measuring points and evaluate them on the basis of experience. Appropriate measures are then applied to counteract critical developments. Since this procedure is labor intensive and requires extensive experience, customers strive to automate their monitoring processes. They do this by defining and measuring Key Performance Indicators (KPIs) and comparing and evaluating these with predefined threshold values. The quality of the automated monitoring concept largely depends on the selected KPIs and the definition of relevant threshold values. With fully automated monitoring, suitable countermeasures are automatically initiated when the threshold value is exceeded. Since the degree of automation depends on the effort and benefits involved, general recommendations cannot be provided. To verify the automated monitoring concept, however, manual expert monitoring is advisable. If it then transpires that adequate provision was not made for certain KPIs and their threshold values, the monitoring concept must be adjusted. Expert monitoring is also referred to as a health check and should be carried out at regular intervals. This monitoring concept and its measured values should also be used as a basis for creating periodic reports on historical developments and, if necessary, trends. Forecasts can enable critical developments to be recognized and counteracted in good time. Selected KPIs also act as criteria for conducting a qualitative and quantitative assessment of system operations in the form of Service Level Reporting.

© 2008 SAP AG

SAP Standard for System Monitoring Version: 1.11

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and other tasks. A program management office communicates these requirements to the IT organization. as well as skills and resources efficiently. IT process compliance. corporate governance. and ensures that the requirements are implemented. decides on the financing of development and operations. risks.SAP® Standard for System Monitoring 2 SAP Standards for E2E Solution Operations Mission-critical operations is a challenge. Typically. data consistency. costs. corporate policies (for example. They run their activities in accordance with the corporate strategy. This includes the management of availability. While the names of the organizations may differ from company to company. process and data transparency. end users use the implemented functionality to run their daily business. compliance and security). and the goals of their organizations. their function is roughly the same. customers have to manage complexity. Figure 1: Organizational model for solution operations The different teams specialize in the execution of certain tasks: On the business side. Business process champions define how business processes are to be executed. Key users provide firstlevel support for their colleagues. multiple teams in the customer organization are involved in the fulfillment of these requirements. They belong to the key organizational areas Business Unit and IT (see Figure 1). While the flexibility of SAP-centric solutions rises. © 2008 SAP AG SAP Standard for System Monitoring Version: 1. Customers have to run and incrementally improve the IT solution to ensure stable operation of the solution landscape.11 Page 4 of 31 . performance.

Custom development takes care of adjusting the solution to customer-specific requirements and developments. It is responsible for implementing the business requirements and providing support for end users. For example. responsibilities. databases …).SAP® Standard for System Monitoring On the technical side. Efficient collaboration between these teams is required to optimize the operation of SAPcentric solutions. and the automation of jobs. Key prerequisite for efficient collaboration of the involved groups is the clear definition of processes.11 Page 5 of 31 . and key performance indicators (KPIs) to measure the fulfillment of the service levels.000 customers. This becomes even more important if customers engage service providers to execute some of the tasks or even complete processes. Further specialization is possible within these organizations as well. SAP provides the following standards for solution operations: • • • • • • • • • Incident Management describes the process of incident resolution Exception Handling explains how to define a model and procedures to manage exceptions and error situations during daily business operations Data Integrity avoids data inconsistencies in end-to-end solution landscapes Change Request Management enables efficient and punctual implementation of changes with minimal risks Upgrade guides customers and technology partners through upgrade projects eSOA Readiness covers both technical and organizational readiness for enterprise service-oriented architectures (eSOA) Root Cause Analysis defines how to perform root cause analysis end-to-end across different support levels and different technologies Change Control Management covers the deployment and the analysis of changes Solution Documentation and Solution Documentation for Custom Development define the required documentation and reporting regarding the customer solution Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions • © 2008 SAP AG SAP Standard for System Monitoring Version: 1. This covers not only applications from SAP but also applications from ISVs. which help customers to set up and run End-to-End (E2E) Solution Operations for their SAP-centric solutions. SAP technical operations is responsible for the general administration of systems and detailed system diagnostics. and custom code applications integrated into the customer solution. there may be individual experts for different applications within SAP technical operations. SAP has defined process standards and best practices. Based on the experiences gained by SAP Active Global Support while serving more than 36. OEMs. the application management team is in direct contact with the business units. their integration. Customers have to closely integrate the providers of outtasking and outsourcing services into the operation of their solutions. Business process operations covers the monitoring and support of the business applications. And the IT infrastructure organization provides the underlying IT infrastructure (network. service level agreements (SLAs).

integration and technical system tests of SAP-centric Solutions Out of this list.SAP® Standard for System Monitoring • • • • • • • Business Process and Interface Monitoring describes the monitoring and supervision of the mission critical business processes Data Volume Management defines how to manage data growth Job Scheduling Management explains how to manage the planning. this white paper describes the system monitoring standard. scheduling. © 2008 SAP AG SAP Standard for System Monitoring Version: 1.11 Page 6 of 31 . scenario. and monitoring of background jobs Transactional Consistency safeguards data synchronization across applications in distributed system landscapes System Administration describes how to administer SAP technology in order to run a customer solution efficiently System Monitoring covers monitoring and reporting of the technical status of IT solutions Test Management describes the test management methodology and approach for functional.

You need Key Performance Indicators (KPIs) and a suitable measurement and monitoring in the areas of availability. stability. In order to fulfill on the demand of customer business given a limited IT budget.SAP® Standard for System Monitoring 3 The System Monitoring Standard at a Glance The System Monitoring Standard covers monitoring and reporting of the status of IT solutions. capacity trends and solution quality on a regular base. While root cause analysis (a separate standard) aims at problem resolution. web reports are defined that focus on service levels. customer IT must industrialize and automate monitoring and reporting of the solution. Based on all data available in monitoring.11 Page 7 of 31 . Monitoring covers all technical components necessary to operate the business processes. customer IT has to report service levels. Possible results are smoother business execution and optimized total cost of operations. throughput and security. To provide transparency to customer business. including third-party monitoring infrastructures. The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. This allows unified evaluation of the availability of the whole system landscape. system monitoring detects incidents automatically. System Monitoring is owned and executed by SAP Technical Operations. capacity trends or solution quality. © 2008 SAP AG SAP Standard for System Monitoring Version: 1. performance.

the data supplier for checking the component availability does of course not run in the local component but centrally. • • Additional configuration steps allow advanced technologies. SAP provides a large number of preconfigured data suppliers. see below.1 Architecture and Process Flow The SAP monitoring infrastructure consists of three levels: • Data Collection: The components’ health is checked via data suppliers.0. Monitoring data can also be displayed in the native.11 Page 8 of 31 . In this way. the manual recommends a number of specific tasks.SAP® Standard for System Monitoring 4 What is the Basic Concept of the System Monitoring Standard? 4. workload metrics are collected with Wily Introscope (a thirdparty performance management application licensed by SAP and free of charge to SAP cus- © 2008 SAP AG SAP Standard for System Monitoring Version: 1. The monitoring information of your system landscape can be displayed in monitors in the System Monitoring work center of SAP Solution Manager itself.0 is a double-stack system. which reduces the time required for error identification and correction. Problems and alerts are displayed centrally in a single screen. see the Technical Operations Manual for SAP NetWeaver. Look for Tasks in the Monitoring section of your usage type. the Alert Inbox. Data Display: All monitoring information is made available in the System Monitoring work center of SAP Solution Manager. as soon as they occur. For further details. which is based on SAP’s newest platform SAP NetWeaver 7. Most of the data suppliers run in the local component. Nevertheless. SAP’s monitoring infrastructure allows you to achieve greater efficiency at lower costs. Alternatively. which use an open SAP read interface to obtain the data. meaning that administrators no longer have to actively check the systems for alerts. Data Storage: The results of the data suppliers are stored in local shared memory segments for fast access. AS Java. SAP Solution Manager 7. This option implies minimum total cost of operations (TCO). If problems occur. EP …) and on the release. and in third-party solutions. For an overview of all monitoring tasks. For instance. underlying CCMS infrastructure. such as notifications to specific recipients using different communication channels. For non-ABAP based systems. BI. there are some data suppliers which are triggered in a central monitoring system. the data suppliers raise alerts. Monitoring tasks depend on the usage type of your system (such as AS ABAP. For each usage type. which are activated by default. The concept of the monitoring infrastructure assumes that you declare a system in your system landscape that runs SAP Solution Manager. monitoring information can also be displayed in third-party system management tools via certifiable interfaces.

which are certified for using the interfaces. http://www.com/diagnostics and the ‘SAP Standard Root Cause Analysis’. These tasks exist alongside appropriate tools for supervision and evaluation.SAP® Standard for System Monitoring tomers for SAP standard products) and reported into SAP Solution Manager. The metrics can be displayed in SAP Solution Manager either with Online Dashboards or End-to-End Workload Analysis (hourly aggregated). thresholds and suitable auto reaction methods Health Check: manual verification of automatic monitoring with readjustment of KPIs and thresholds Periodical Reporting and Service Level Reporting: historical analysis and extrapolation of trends © 2008 SAP AG SAP Standard for System Monitoring Version: 1.com/icc). They quickly and reliably report errors – such as values exceeding or falling below a particular threshold value or that an IT component has been inactive for a defined period of time. These tools are strong in IT infrastructure monitoring. SAP NetWeaver Master Data Management. contact the SAP Integration and Certification Center (SAP ICC. System Monitoring includes several tasks for ensuring the system landscape runs correctly.11 Page 9 of 31 . in particular Central Monitoring with CCMS and System Landscape Administration with SAP NetWeaver Administrator . This reduces the workload for the system administration. For a general monitoring overview. For details. Alert display has an auto-refresh functionality to ensure that most current alerts are shown. A lot of customers have third-party system management tools in place. For more details.sap. These alerts are displayed both in the Alert Inbox of the System Monitoring work center and in the native CCMS alert browser (CCMS transaction code RZ20). please refer to http://service. SAP Exchange Infrastructure. SAP Enterprise Portal.0 and SAP CRM 4.sap. SAP gives these tools access to the alert information via certifiable BAPI interfaces (BC-XAL and BC-XMW). For more information.x and higher. This guarantees consistency of alert information being displayed in SAP and in the tool itself. see the relevant sections in the SAP Security Guide. SAP recommends using system management tools. SAP ERP 6. The following tasks are exemplary for System Monitoring: • • • • • Manual expert Monitoring: manual use of tools for analysis and statistics Partial Automatic Monitoring: definition and use of KPIs and useful thresholds Fully Automatic Monitoring: based on carefully adjusted sets of KPIs. SAP NetWeaver BI with Java Front-end. Third-party monitoring solutions can exchange monitoring data with SAP’s monitoring infrastructure through open interfaces for reading data out of and writing data into SAP Solution Manager. Alerts are a key element of monitoring. see the overview documentation in the SAP Help Portal. Special roles are required for system administrators responsible for central monitoring. instead of endless system data. since operators now only need to watch the error messages. SAP recommends to implement End-to-End Diagnostics especially for all landscapes containing any Web AS Java based solution.

For example. you can forward alerts to the SAP Alert Management (ALM). enabling performance analysis of past periods. Performance data can also be stored in the Business Intelligence (BI) component of SAP NetWeaver. Basic steps must be performed in the SAP Implementation Guide (IMG). the default “red” threshold for dialog response time is set to 3 seconds. For more information. but also to set important statuses: • • • You can obtain an overview of the systems of which your IT environment consists. These agents provide additional features such as operating system and log file monitoring In addition to using the standard CCMS alert handling. If properly configured. ALM is a business alert delivery infrastructure. monitoring data is transferred between the monitored components and the central monitoring Solution Manager system by a pull mechanism. Notifications must be configured as auto-reactions. which can be used locally or centrally. which offers personalized alert settings. quick and basic setup with preconfigured alerts. rule-based determination of recipients. Solution Manager also uses CCMS as its underlying monitoring infrastructure. SAP Solution Manager is the recommended solution for landscape-wide monitoring. which contribute to faster processing of the error. The push mechanism is enabled by CCMS agents on the monitored components. The setup and configuration process consists of the following steps: © 2008 SAP AG SAP Standard for System Monitoring Version: 1. 4.11 Page 10 of 31 . The monitoring infrastructure allows you to monitor a large number of systems and servers. and fast alert delivery. Note that the use of ALM in the context of technical CCMS alerts is optional. It provides for an initial.SAP® Standard for System Monitoring System Monitoring must be done both locally and landscape-wide. You can decide which systems are to be monitored and for which systems availability monitoring should be performed. Alert thresholds are predefined by SAP. see Forwarding Alerts to Alert Management (ALM). There is a large number of useful functions provided by the underlying technical infrastructure that allow you to obtain information about the various systems in your IT landscape.2 Configuring Central Monitoring SAP Solution Manager is the recommended solution for central monitoring. CCMS (Computing Center Management System) is the basic monitoring infrastructure. Advanced configuration is covered in the Setup view of the System Monitoring work center. Administrators may be notified in case of alerts. using the appropriate tools provided. You can assign certain analysis and auto-reaction methods to the alerts. their properties and status. CCMS agents are independent processes with an interface through RFC to a central monitoring system and an interface to the local shared memory. SAP strongly recommends to also use a push mechanism for performance and efficiency reasons.

Check the SAP default threshold settings. In a solution. For example. Finally. which indicates a clear deviation. To find an appropriate threshold. Configure notification for the most important alerts. A solution reflects systems and system components relevant to run one or more core business processes. You can use the SAP Solution Manager for an initial. by default you will get a red alert. from which you call the analysis method. CPU utilization turns red at 98% CPU rate. A central auto-reaction is triggered. which notifies the operator in charge. The alert is pushed to SAP Solution Manager.11 Page 11 of 31 . if the dialog response time exceeds 3 seconds. • • Note: Configuring thresholds strongly depends on your business needs and on your IT scenarios. The thresholds can be maintained centrally and distributed to the local component via the Change and Transport System. KPI-specific history data is available for key performance indicators. 2.0 enterprise edition EhP1. 3. 4. Install CCMS agents and register your landscape components.SAP® Standard for System Monitoring • • Perform the basic configuration steps in the SAP Implementation Guide (IMG).3 Operating Central Monitoring SAP Solution Manager is the tool for the setup. and analyze the average afterwards. As of SAP Solution Manager 7. you display the alert information in a list. In SAP Solution Manager’s Monitoring work center you can display alerts in the context of a solution. For more information on setting thresholds. For example. All monitoring counters are configured with a default threshold. The operator drills down to the respective managed system for a first analysis. The person in charge can be notified automatically via email or SMS. For instance. 6. quick and basic setup with preconfigured alerts as well. in case of a productive system breakdown. with © 2008 SAP AG SAP Standard for System Monitoring Version: 1. The alerts contain a status indicator with a color and a numerical value. Clicking an icon lets you display values for the last 30 days. a graph. or in a flat list. All alerts are displayed in a tree structure. The monitoring process consists of the following steps: 1. An alert is generated. This is done by starting the predefined analysis function out of the alert list. you can store a performance counter for some weeks. you can set the threshold 10-20% above / below the average. The average gives you a feeling about your IT behavior. which can act as a good starting point. see the documentation in the work center setup. or in relation to your business processes maintained in SAP Solution Manager. A data supplier checks its component and detects a problem. 5. configuration and daily system monitoring. Configure central monitoring in the System Monitoring work center. 4. The analysis function offers context dependent monitoring information. The Work Center’s Alert Inbox acts as a Starting Point. the availability monitor triggers a red alert.

In addition. Finally. SAP EarlyWatch Alert runs automatically to keep you informed. the alert information is forwarded from SAP to the tool. Service Level Reporting (SLR) documents performance against those service levels over a set period of time. Customers can use this option if they are only interested in obtaining a simple historic performance overview. SAP Solution Manager is SAP’s application management platform. The following reporting options exist: • Limited reporting on historic performance data is supported by the Central Performance History (CPH). Service Level Reporting: For business and management to measure the effectiveness of IT and IT systems. a Service Message can be created from the Alert Inbox. It is a report that monitors the essential administrative areas of SAP components and keeps you up to date on their performance and stability. EWA is most effective when activated for all SAP components in your solution. If the problem cannot be solved. it contains BI as analytics standard from SAP. KPIs also include a large number of technically relevant indicators that provide useful information on the stability of and changes to the software and hardware. The rootcause of a reported issue would then be found using Solution Manager Diagnostics. It features great design flexibility and high-level reporting. If you have a certified third-party system management tool in place. The automated. BI lets you combine all kinds of data sources. The operator confirms the alert as soon as the problem is solved. service level agreements (SLAs) define the level of availability and software performance required. 7. before they become critical. CPU load. It exists both for Web AS ABAP and Java based systems. in particular workload statis- • © 2008 SAP AG SAP Standard for System Monitoring Version: 1. and database growth. the tool confirms the alert in SAP. Therefore. from preconfigured standard to fully flexible expert reporting. As SAP Solution Manager is based on SAP NetWeaver.4 Reporting SAP Solution Manager offers reporting options. several reporting functionalities regarding performance data and technical KPIs are located here. EarlyWatch Alert: SAP EarlyWatch Alert (EWA) is an important part of making sure your core business processes work. predefined reports from IT Performance Reporting can be displayed for a historic analysis. They offer a full range. Examples of KPIs include system availability expressed as a percentage. All further analysis and correlation is done in the tool itself.11 Page 12 of 31 . 4. so you can react proactively to issues. preconfigured and standardized reporting functionality saves time and enables administrators to concentrate on their key competences. database and transaction response times. which is an integral part of SAP's central monitoring infrastructure. • BI is the expert reporting solution.SAP® Standard for System Monitoring drill-down to a daily overview. You can use it for performance analysis on current and historic. from preconfigured standard to fully flexible expert reporting.

Manual compilation of customer-specific IT reports can be avoided.SAP® Standard for System Monitoring tics from SAP Web AS ABAP and Wily Introscope. customers of IT service providers).g. and EarlyWatch Alert data from monitored systems. All BI setup tasks are automated and all extractors for managed SAP systems come out of the box. You can focus on building web queries with the data already collected in CCMS Monitoring Infrastructure or statistics records. is important for those customers who have to prove IT load to internal departments or external customers (e. For more details on End-to-End Diagnostics.. Service Level and Solution Reporting in the Technical Consultants Learning map of the SAP Solution Manager 7.sap. For more details. Service level reporting.11 Page 13 of 31 . If customers require flexible and full-scope reporting combining diverse data sources.0 Online Knowledge Product (OKP). see http://service. SAP recommends setting up at least EWA. see the sections: • • Performance Reporting in BI in the SAP Community Network Unit EarlyWatch Alert. either in SAP Solution Manager or in SAP NetWeaver BI. Note that the BI data model has been unified with SAP Solution Manager 7. or data extracted for the root cause analysis scenario of SAP Solution Manager which is anyway required for support by SAP. © 2008 SAP AG SAP Standard for System Monitoring Version: 1.0 enterprise edition EhP1 regarding technical reporting. An enhanced extraction framework is used for collecting the data.com/diagnostics. they should use this option.

1 Overview The CCMS monitoring infrastructure can be used to identify many key attributes of the SAP monitoring strategy (see Figure 2). in addition to a view of the alerts (which can be filtered and personalized). The latest measured values and alerts (if threshold values were exceeded) are stored in a buffer and reported to SAP Solution Manager. alarm-based monitoring. However. SAP recommends automatic. Automated IT operations are cost effective. To this end. for example.11 Page 14 of 31 . expert knowledge of system behavior. Current values and alerts can be displayed locally or further processed centrally in SAP Solution Manager.5 Tools 4. The central display is fully embedded in the work center and. For this reason.5. Intelligent storage enables historical data to be analyzed – for example. this requires experience. as part of Service Level Reporting – or future bottlenecks to be predicted. to trigger automatic notifications to operators or initiate health checks. and adequate maintenance of the underlying threshold values. Only the values that are most important for the customer are stored centrally. Ex- © 2008 SAP AG SAP Standard for System Monitoring Version: 1. Figure 2: Monitoring Infrastructure Agents continuously collect monitoring information for specific areas at local level. provides direct access to suitable expert tools. SAP provides additional expert tools that make the system status transparent for customers.SAP® Standard for System Monitoring 4. Alerts can be used.

Each technical component usually has its own log. The E2E trace technique enables logs and traces to be centrally integrated and analyzed in SAP Solution Manager. detailed check of a technical component. • SAP NetWeaver Administrator The NetWeaver Administrator unifies the most important local administration tools both for Java and ABAP systems. The data is displayed in the browser. and automated technical monitoring concept is successfully deployed: Data sources: • CCMS monitoring infrastructure This is the basic infrastructure for centrally monitoring an SAP system landscape. The "System Monitoring" work center can be used to access ST03G and call various BI reports. manual health checks. whilst the other tools won’t run with a stumbled startup of the NetWeaver Stack. thereby optimizing automatic monitoring. This infrastructure is used whenever you display monitoring data. proactive. be in the “native” RZ20/21 alert monitors. While the local version of the tool in SAP NetWeaver 7. it is useful to deploy the component tools (which are usually extremely specific) locally.1 replaces the SAP Vis- © 2008 SAP AG SAP Standard for System Monitoring Version: 1. Tools and functions: • SAP Management Console The SAP Management Console provides basic monitoring functions out of the box. SAP NetWeaver Administrator is based on the CCMS monitoring infrastructure and provides a user-friendly. The following tools and infrastructure components play a fundamental role in ensuring that a central. The local equivalent is transaction ST03. SAP statistics data can also be collected and displayed in SAP NetWeaver Business Intelligence. It is the appropriate tool for problems during the bootstrap phase. Detailed information is also collated in the "Root Cause Analysis" work center in SAP Solution Manager. Both transactions also display individual statistics records. The experience that the customer gathers with them can be integrated in the checks for the threshold values and the definition of automatic health checks. • SAP statistics data Aggregated SAP statistics data is displayed centrally in transaction ST03G.11 Page 15 of 31 .SAP® Standard for System Monitoring pert tools facilitate proactive. in SAP NetWeaver Administrator or in SAP Solution Manager. log information can be displayed in the SAP Log Viewer or SAP Management Console. Web-based view of the data. For a further. • Log information If it is not already available in the CCMS monitoring infrastructure. • E2E root cause analysis based on Wily Introscope The overview information from Wily Introscope is accessible from the "System Monitoring" work center of SAP Solution Manager by means of a link.

It provides remote monitoring and management of managers.11 Page 16 of 31 . You can see the alerts from several systems in a solution landscape in the SAP Solution Manager in a graphical overview.1 release. see the Tools section in the Technical Operations Manual or check the units Solution and System Monitoring in the Technical Consultants Learning map on the SAP Service Marketplace. You can also handle the alerts centrally. Your options span from using completely preconfigured reports.SAP® Standard for System Monitoring ual Administrator and is thus becoming the most important tool for AS Java. © 2008 SAP AG SAP Standard for System Monitoring Version: 1. libraries. The system shows these alerts in a graphic or in Sessions. 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. the central version is integrated in SAP Solution Manager. It will be replaced by the local NetWeaver Administrator in the NetWeaver 7. services. • Visual Administrator The J2EE Engine Visual Administrator is a graphical user interface (GUI) that enables administration of all AS Java cluster elements and all modules running on them. Component specific log and dump viewers can be accessed directly from the E2E exception analysis. like SAP EarlyWatch Alert reporting. • End-to-End Workload Analysis and End-to-End Exception Analysis E2E workload analysis provides unified access to server side workload statistics. • Reporting in SAP Solution Manager SAP Solution Manager provides various reporting functions for measuring and documenting the quality of services provided by the IT organization. to defining reports in solution reporting for your individual needs with a great level of freedom. • System Monitoring The system monitoring in the SAP Solution Manager. This is the view of a central CCMS. Business Process Monitoring is described in detail in the ‘SAP Standard Business Process and Interface Monitoring’. For more tools.0 SP10. and interfaces working on each element in a single GUI. Both exist as of SAP Solution Manager 7. This means that system alerts which occur in the local CCMS are passed to the SAP Solution Manager via RFC connections between the SAP Solution Manager and the managed systems. • Business Process Monitoring Business Process Monitoring is the proactive and process-oriented end-to-end monitoring of the core business processes of a company. uses the Computing Center Management System (CCMS) (transaction RZ20) infrastructure. without having to go to the local CCMS of the managed systems. in contrast to the local CCMS of the managed systems. You can also monitor non-SAP systems in a CCMS of a managed system. E2E exception analysis provides unified access to exceptions reflecting in high severity log entries and dumps.

Partners can thus access landscape data centrally.2 Integration of Non-SAP Monitoring Tools Many customers also use components from other manufacturers to handle their business processes. for example) can be configured. Alarms can be forwarded to a partner monitoring system for central processing.5. partners can supply additional key information. SAP Business Intelligence can be used as a central data store and provides many interfaces for reading and writing data. They provide a simple and direct interface to partner tools (for example. and component-specific tools. and queues. in the form of a link to the tool in the work center). Integration is extensive and feasible in many different ways: • At data collection level.SAP® Standard for System Monitoring Therefore. In these hybrid landscapes. • • • • • • 4. jobs. A job scheduling system will provide optimum support for proactive monitoring if information is supplied about the scheduler status. Service Level Reporting. The BC-XAL interface. for example. AS Java. Work centers represent an open UI concept. Connectivity monitoring: For technical monitoring of interfaces Job monitoring: Status of background jobs Reports: Summary of EarlyWatch Alert. special system management products are often deployed. all major system management products provide integration scenarios with SAP. Various reports in different work centers © 2008 SAP AG SAP Standard for System Monitoring Version: 1. instance. A distinction is made here between AS ABAP. These are divided into system-specific and cross-solution reports. provides dedicated access to CCMS alarms and up-to-date monitoring data. the "System Monitoring" work center in SAP Solution Manager is particularly important as a central monitoring tool. along with alarms outside SAP. Setup Direct access to self-diagnosis functions and Solution Manager Diagnostics is also provided. It contains the following functions: • • • Overview: System. • • • Example scenario: Wily Introscope supplies valuable information for monitoring non-ABAP components. and service availability Alert inbox: For CCMS alarms Proactive monitoring: Overview and detailed monitoring tools for ad-hoc monitoring. and BI-based reports.11 Page 17 of 31 . Nowadays. This information can either be accessed directly in the form of an expert tool or is stored in aggregated form in SAP NetWeaver Business Intelligence. Further links (to SAP Central Process Scheduling by Redwood.

Aboveaverage deviations should be signaled The KPI values that endanger core business processes should be used as threshold values Response times of particularly important subcomponents or actions Utilization capacity Hardware: CPU. however. categories for technical monitoring can be defined and suitable KPIs assigned according to the solutions in question (see Table 1). The user can see which data source originally provided the information. similar differences apply to the specific KPIs.SAP® Standard for System Monitoring can be used to evaluate the Wily data together with other landscape information.3 KPI Definition and Categorization Since different solutions are also based on different technical architectures and technologies. such as short dumps or exceptions Unauthorized access or frequently failed access Users with security-relevant authorizations Super user access Table 1: Overview of Categories of Monitoring KPIs Security © 2008 SAP AG SAP Standard for System Monitoring Version: 1. heterogeneous IT landscapes can be represented and operated homogeneously.5. processes Processing queue: Overflows Exception situations Terminations of processing steps. operating system Application: Memory. From the E2E Solution Operations perspective. Specific KPIs from the individual categories must then be incorporated in the central monitoring cockpit for each technical component.11 Page 18 of 31 . Category Availability Performance Specification Heartbeat of a technical component Average general response time Proposed Threshold Value A missing heartbeat signals a failure of the technical component Empirical value based on the standard response time. I/O. 4. In this way. memory.

For this reason.5 Service Level Reporting SAP EarlyWatch Alert (EWA) is a service provided by SAP that records technical measured values at regular intervals (usually weekly).11 Page 19 of 31 . Despite every effort to standardize them.5. the automated monitoring concept is useless. A threshold value is only optimal if it actually signals an incident when the measured value is exceeded or undershot or an event occurs. If an alert is triggered without an incident occurring or if an incident occurs without triggering an alert. it is extremely important that suitable threshold values are defined. and evaluates the risk based on empirical values. many of the threshold values depend on the actual system utilization. DB50 E2E Workload Analysis Exception situations System Monitoring -> Alert Inbox Alert Inbox Transaction ST22 E2E Exception Analysis Log Viewer Security System Administration -> User Administration Security Audit Log SM20 System Log SM 21 Application Log Further Logs and Traces Table 2: Overview of the KPI Tools 4.SAP® Standard for System Monitoring 4. The monitoring tools are therefore shipped with default values for SAP components that are based on empirical values.5. Category Availability Performance Work Center System Monitoring -> Overview System Monitoring -> Proactive Monitoring Tool Transaction ST03 E2E Trace E2E Workload Analysis Utilization capacity System Monitoring Transaction OS06 Transactions ST04. entails reviewing the solutions manually at regular intervals. An expert checks whether critical aspects or tendencies have been missed in the automatic monitoring concept or whether threshold values need to be amended. Suitable countermeasures are also recommended where possible. which.4 KPI Monitoring and Optimization Tools If monitoring is to be automated as far as possible. in turn. the threshold values require iterative optimization. EWA is the first step towards an automatically generated report for evaluating critical KPIs. EWA is maintained and updated by SAP so that empirical values © 2008 SAP AG SAP Standard for System Monitoring Version: 1. depicts their historical development and trends.

© 2008 SAP AG SAP Standard for System Monitoring Version: 1. Figure 3: Reporting Architecture with Integrated BI SAP Solution Manager delivers pre-configured reporting templates. as well as its historical development. and other statistical data from E2E tools can be integrated in BI Reporting (see Figure 4). Therefore. You can also take into account different time zones in the evaluations. Naturally. Nevertheless. This data can then be evaluated using the powerful reporting tools that are inherent in BI. CPH. the data can also be exported or transferred and. if required. and hour. Data from EWA.SAP® Standard for System Monitoring from almost every customer are integrated in the report. The only limitations are specific customer solutions that give rise to major discrepancies in the measured values and thus cannot be evaluated using generic and automated means. the KPIs are stored in aggregated form every minute. the monitoring tools integrated in SAP Solution Manager can easily be linked to the integrated BI. By default. This has the advantage that all of the data is available. EWA includes the most important categories and KPIs for ABAP and Java applications shown in the categories in Table 1. EWA is a valuable report that exposes extreme customer situations even indirectly. analyzed with other tools. BI also includes the measured values from the E2E Root Cause Analysis tools (see Figure 3). quarter of an hour. By activating the Central Performance History (CPH) database in SAP Solution Manager. Reporting for the relevant KPIs in E2E Solution Operations is closely linked with monitoring.11 Page 20 of 31 . you can save and transfer in aggregated form all of the measured values that are sent from the data collectors to the CCMS.

© 2008 SAP AG SAP Standard for System Monitoring Version: 1. and delivery processes. You can view the query definitions shipped by SAP in the BEx Query Designer in the CCMS Info Area. The reports. these KPIs can also be used in Business Process Monitoring. If they do not. This means that you can decide on the granularity of the evaluation yourself. At the same time. for example. however.SAP® Standard for System Monitoring Figure 4: Service Level Reporting in BI In addition to a simple list of the measured values and aggregated data. the KPIs can also be merged and represented as a graphic to identify trends in the KPI progression more easily. For this reason. Regular reporting and evaluations are essential to guarantee the quality of the E2E Solution Operations. which you can execute with your own metrics. you should compile regular reports in addition to Service Level Reporting. You can then use these reports to perform your own quality checks and detect and prevent bottlenecks early on. The query definitions are used in Web templates. these KPIs should form the content of the Service Level Agreements. also enable departments to estimate their own work and evaluate and improve processes. however. The primary objective of solution operations. KPIs must be defined and reported on in accordance with these qualitative and quantitative requirements. is to ensure that the solution is stable and provides a high level of performance. Service Level Reporting can be used to monitor the observance of the KPIs defined in the Service Level Agreement. The requirements of the users.11 Page 21 of 31 . Ideally. you can make them generally available in the SAP NetWeaver Portal. Alternatively. the departments. that is. Service Support. You can publish the reports generated in this way at regular intervals by using the BEx Broadcaster. In a customer-outsourcer relationship. ultimately dictate the parameters for E2E solution operations.

The goals of this development are: • Provide a unique and centralized alerting approach for managed infrastructures such as ABAP.6 Outlook SAP is currently investing in a new state-of-the art end-to-end alerting infrastructure. © 2008 SAP AG SAP Standard for System Monitoring Version: 1.11 Page 22 of 31 .0 enterprise edition EhP2. events and alerts and context information such as system landscape. According to the current planning.SAP® Standard for System Monitoring 4. this infrastructure and corresponding monitoring templates will be available for all SAP mainstream products with SAP Solution Manager 7.Net as well as unmanaged infrastructures as native components Retrieve metrics and simple events from different data providers such as CCMS at managed System or Wily Introscope via different data retrieving methods (Push and Pull) Derive complex events and end-user alerts out of the retrieved metrics and simple events to avoid „alert flooding“ Provide end-user alerts for several alert consumers such as Alert Inbox. Incident Management and Notification Engine provided by SAP Solution Manager as well as 3rd party vendors Deliver a central directory for metrics. Java and . RFC communication) will be used for data retrieval instead of the CCMS agent on SAP's new alerting infrastructure. business processes or interfaces including SAP and customer template knowledge • • • • The diagnostics agent (resp.

Logons to the faulty component can be prevented if the problem can be rectified using the information stored in the central system. and automated technical monitoring requires a dedicated SAP system that displays the monitoring data and alarms and provides the necessary tools and methods to analyze them. The goal is to set up a technical monitoring concept that is central. severe disruptions to system operations can be counteracted in advance.11 Page 23 of 31 . possible dependencies must be known and a holistic System Monitoring concept must exist.1 Prerequisites To implement System Monitoring. It also reduces operating costs. there are dependencies on all other topics. Proactive: Preventative solution monitoring detects problems right from the outset. proactive. • • Central. System Monitoring tools must be implemented as a high availability solution due to information reliability concerning the condition of the system landscape. SAP Solution Manager is ideal as a central monitoring component. especially the following: • • • • Incident Management: occurrence of incidents prevented by automatic surveillance of the respective systems and interfaces Business Process and Interface Monitoring: monitoring of threshold values is essential for business process-oriented monitoring Root Cause Analysis: makes extensive use of System Monitoring information System Administration: Administration-related decisions based on monitored data For customers with very high availability requirements. For this reason. knowledge regarding the business requirements for availability and throughput of the systems and technologies is required as well as technical details for the systems and interfaces involved. Automated: Automated monitoring can respond quickly and reliably. © 2008 SAP AG SAP Standard for System Monitoring Version: 1. Concerning the supervising function of System Monitoring. In this way. and automated: • Central: A centralized monitoring approach simplifies both setup and day-to-day operations. Furthermore. As part of its End-to-End Solution Operations offering. proactive.SAP® Standard for System Monitoring 5 How to Implement the System Monitoring Standard? 5. SAP combines all of the necessary tools in the work centers within SAP Solution Manager. The affected organizations must be identified.

11 Page 24 of 31 . Either the BI contained in SAP Solution Manager can be used here or. The landscape data is also defined in the repository of SAP Solution Manager SMSY. a distinction is made between activities in the central part of the infrastructure and in the components that have to be monitored. The system landscape is entered in an SAP System Landscape Directory (SLD). which reduces the time for error identification and correction. The default SAP threshold values for these KPIs must be checked. 2. the KPIs that are to be transferred to BI for reporting purposes and their level of granularity must be defined. CCMS agents should be used here. meaning that administrators no longer need to actively investigate systems for alerts. To configure the monitoring.SAP® Standard for System Monitoring 5. 3. The KPIs that are relevant for alerts and ad-hoc monitoring must be defined.2 Methodology The concept of the monitoring infrastructure is that all required information is available in a central monitoring system. due to the volumes of data involved. the following activities must be addressed: 1. all log files are also accessible from a central location. Problems are displayed as soon as they occur. like SAP Solution Manager 7.3. 5. Additional configuration steps allow advanced technologies such as notifications. perform the tasks described under the following link in the specified sequence: Configure the Monitoring Infrastructure 5. An SAP NetWeaver Business Intelligence (BI) system is required to collect long-term monitoring information. In addition.3 Setup The setup of the central monitoring concept is divided into: • • An initial setup A continuous optimization of initial settings In addition. a dedicated system. © 2008 SAP AG SAP Standard for System Monitoring Version: 1.1 Process Implementation Steps In the initial setup phase.0 SP15+. The systems to be monitored must be registered in the central system. Requirements for a successful setup are: • • • The availability of a dedicated system for central monitoring.

8. 5. the following questions must be answered: • • • Do additional KPIs have to be taken into account to ensure reliable system operation? Do fundamental error situations occur where the relevant KPIs do not have any significance? Have the threshold values been defined appropriately? Are alarms triggered too late? Are too many alarms triggered with the result that they are ignored? As part of this process.11 Page 25 of 31 . The assigned analysis methods for these KPIs must be reviewed.4 Trainings The following training courses are available: ADM106 – SAP System Monitoring Using CCMS I In this course you will gain expert knowledge on using the CCMS monitoring infrastructure and learn to set up central monitoring of an SAP system landscape. The question of suitable threshold values can be answered using an historical analysis in BI Reporting.2 Output The result of the setup is the final operations handbook where the following information is included: • • Definition and usage of the tools & procedures Organization in the company including responsibilities. 6. 7. Automatic notifications and execution of operating system commands are particularly significant here. Data collection must be set up in BI. This step is usually carried out when Root Cause Analysis is set up. Instructions must be compiled as to how to handle exceedings of thresholds.SAP® Standard for System Monitoring 4. roles and activities 5. Course Content • • • • Structure and basic operating functions of the CCMS monitor Agent technology Steps for setting up central monitoring Monitoring remote systems © 2008 SAP AG SAP Standard for System Monitoring Version: 1. 5. The documentation for these KPIs must be reviewed. Author actions must be defined and assigned. the relevant settings must be adapted continuously. The roles and work centers must be assigned and the central alert inbox set up.3. Notifications can be made quickly using SAP Alert Management. As part of the continuous optimization process.

11 Page 26 of 31 . Course Content • • • • • • • • • • Configuration of the sapccm4x.40-related issues. sapccmsr. and ccmsping agents Using the central data cache Configuration of central auto reaction methods with e-mail notification Configuration and use of the central performance history and reporting on it using BI Monitoring background tasks Monitoring file contents using agents Availability monitoring of RFC connections Connecting the CCMS to Alert Management (ALM) Configuration of GRMG monitoring (such as Web site availability) Further details on system monitoring SM100 .SAP® Standard for System Monitoring • • • • • • Creating your own static and rule-based monitors Special monitors for SAP components Using property variants for monitoring Maintain threshold values Maintain methods using MTE classes E-mail notification in case of errors ADM107 – SAP System Monitoring Using CCMS II This course consolidates and expands knowledge from ADM106 mainly with up-to-date SAP Web AS 6.SAP Solution Manager for Operations of SAP Solutions Course Content • • • • SAP Solution Manager Overview Installation Overview Customizing SAP Solution Manager IMG structure (Basic and Optional Settings) Solution Monitoring System Monitoring Business Process Monitoring © 2008 SAP AG SAP Standard for System Monitoring Version: 1.

11 Page 27 of 31 . Prerequisites for this course include an overview of SAP Technology as well as basic understanding of SAP Solution Manager. Upon successful completion of this certification. The certification test consists of questions from the areas specified below: Course Content • • • • Introduction to End to End Root Cause Analysis Incident Management Process and Pre-clarification End to End Change Diagnostics End to End Workload Analysis © 2008 SAP AG SAP Standard for System Monitoring Version: 1. business integration and automation. and can implement this knowledge practically in E2E solution operations.SAP® Standard for System Monitoring • Service Desk Service Desk Reporting Message Processing • Service Delivery Service Plan Issue tracking Maintenance Optimization • • • EarlyWatch Alert Reporting Service Level Reporting Solution Reporting Service Reporting Availability Reporting System Administration Reporting • • Solution Manager Diagnostics Change Request Management E2E100 – End-to-End Root Cause Analysis E2E100 covers tools and approaches for analyzing the root cause of incidents and isolate the component causing the incident in a heterogeneous IT landscape. Understanding of E2E Solution Support basic concepts as taught in the elearning E2E50 is helpful to put root cause analysis in perspective to the other solution operations areas change control. and upgrades/SOA readiness. E2E100 is a five day course ending with a certification exam in the afternoon of the fifth day. This certificate proves that the candidate has a basic understanding within this profile. The certification tests the knowledge in the area of the E2E root cause analysis. the participant receives the certificate ‘Application Management Expert – Root Cause Analysis’.

documentation and SAP Tutors on CCMS are available in the SAP Service Marketplace using quick link /monitoring.5 Further Information Detailed information about SAP’s interfaces for reading CCMS monitoring data and alerts (BC-XAL) can be found on SAP Service Marketplace. Overview presentations. © 2008 SAP AG SAP Standard for System Monitoring Version: 1. documentation and SAP Tutors on Solution Manager are available in the SAP Service Marketplace using link http://www.service.SAP® Standard for System Monitoring • • • • • • • End to End Trace End to End Exception Analysis Data Inconsistency Analysis Client Side Root Cause Analysis Proving Stabilization of Solution Landscapes with SAP EWA Review and Certification Preparation Certification for the Application Management Engineer – End to End Root Cause Analysis 5. use quick link /nwa. For specific information on NetWeaver Administrator.sap. BC-XMW is an interface for writing monitoring information and alerts from outside into the CCMS monitoring infrastructure. SAP recommends using system management software which has been certified for BC-XAL.11 Page 28 of 31 . Overview presentations.com/rkt-solman.

optimize resource utilization.SAP® Standard for System Monitoring 6 How to Measure the Success of the Implementation? 6. Benefits at a glance: • • • • • • • Homogeneous management of heterogeneous solution landscapes by work center integration Central monitoring of technical components of a solution landscape (to a large extent) Timely recognition of critical developments through graphical reproduction KPIs as criteria for quality and quantity in solution operations Expert tools. reducing total cost of operation © 2008 SAP AG SAP Standard for System Monitoring Version: 1. making the status of the system landscape visible to the customer Enablement of analyzing and improving business processes Increase in administrative efficiency.11 Page 29 of 31 . System Monitoring is an essential for other areas of End-to-End Solution Operations. Through acquisition of the correct data. and increase control over enterprise-wide processes. customers benefit from using a proficient practice on supervision of systems and recognizing critical situations before they become business-critical. customers are able to prove operational efficiency.1 Benefits Through the implementation of System Monitoring. establishing one central and proactive strategy for System Monitoring reduces the cost for solution operations by avoiding organizational redundancies. In addition.

SAP® Standard for System Monitoring 6.11 Page 30 of 31 .2 Setting up KPI monitoring A successful implementation of System Monitoring can be verified by installing a set of appropriate Key Performance Indicators (KPIs) and measuring them before and after the implementation. KPIs proposed in this context are listed in Table 3: KPI Availability of System Monitoring Measuring System Monitoring is set up and applicable Availability of related tool chain Proven expert monitoring tools & procedures are available Availability of automatic alerting Table 3: Measuring KPIs Immediate alerting for business-critical incidents is available © 2008 SAP AG SAP Standard for System Monitoring Version: 1.

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