E2E Solution Operations Phase Operations Implementation

SAP Solution Generic Best Practice

Topic Area Solution Manager Basis/Administration

Solution Manager Area Service Level Reporting

SAP Solution Manager Service Level Reporting
Best Practice for E2E Solution Operations
Version Date: January 2009 The newest version of this Best Practice can always be obtained through the SAP Solution Manager Contents Applicability, Goals, and Requirements................................................................................................2 Best Practice Procedure and Verification.............................................................................................3 Preliminary Tasks..........................................................................................................................3 Procedure .....................................................................................................................................4 Setup ......................................................................................................................................4 Step 1 – Start the ‘Service Level Reporting’ Setup Tool ......................................................4 Step 2 – Complete the steps in the ‘Setup Service Level Reporting’ service assistant ........5 Step 2.1 – Create a new report/variant...............................................................................5 Step 2.2 – Select Systems and Business Processes for reporting ......................................6 Step 2.2a – Front page customizing...................................................................................6 Step 2.3 – Select the content of the Service Level Report (System) ...................................7 Step 2.3a – Customizing System-based report content ......................................................8 Step 2.4 – Select the content of the Service Level Report (Business Processes) .............12 Step 2.4a – Customizing Business Process-based report content ....................................13 Usage – Operations ..........................................................................................................................15 Displaying Service Level Reports ..........................................................................................15 Step 1 – Display the Report Overview .............................................................................15 Step 2 – Start the Report Display.....................................................................................15 Further Information ...........................................................................................................................17

consider the following goals and requirements. Duration and Timing Service Level Reporting can be setup during the Setup Operations phase of the RunSAP Roadmap or at any time thereafter. System Requirements The Solution Manager is installed and the Basic Configuration has been completed.Best Practice: SAP Solution Manager Service Level Reporting 2 Applicability. Goal of Using this Service This Best Practice document describes how to set up and use the Service Level Reporting functionality of the SAP Solution Manager as of Support Package Stack 18 (EhP1). The Service Level Reporting setup can be completed in a day or less. Goals. Staff and Skills Requirements One person with general SAP Basis and navigational skills should be able to set up the Service Level Reporting functionality in the SAP Solution Manager. and the individual thresholds within the reports can be adjusted as needed on an ongoing basis. depending on the complexity of the landscape and the desired report. © 2009 SAP AG . and Requirements To ensure that this Best Practice is the one you need.

the work centers are activated with the transaction Solman_Setup -> Basic Configuration -> Automatic Configuration -> Activate Services). refer to the IMG (transaction SPRO).Best Practice: SAP Solution Manager Service Level Reporting 3 Best Practice Procedure and Verification Preliminary Tasks At least one Solution containing a logical component with a productive system must be set up. At least one Service Level Agreement should be in place. BPM. work centers must be activated (For SP15 – 17. Other SAP roles are available that have more limited authorizations for editing and display of reports and reporting sessions. These systems will be referred to hereafter as Managed Systems. Use Transaction PFCG to make copies of standard delivered SAP roles to a customer namespace (Z_*). in the SAP Reference IMG. which requires the addition of roles SAP_SMWORK_BASIC and SAP_SMWORK_SYS_MON to the user master record. identifying the target audience for the Service Level Report. Finally. CCMS. the SAP Solution Manager system must be at Stack level 15 or higher (SP18/EhP1 is recommended). copies of the following roles must be assigned to the user master record(s): SAP_SMWORK_BASIC SAP_SMWORK_SYS_MON © 2009 SAP AG . The assigned roles should be adjusted as necessary to limit unintended configuration authorizations. Recommendation Use of the System Monitoring Work Center to access Service Level Reporting is recommended. Additionally. Note: In order to work with the System Monitoring Work Center. For SP18. The role SAP_SV_SOLUTION_MANAGER must be added to the user master record. It is recommended to use the System Monitoring Work Center. BI must be set up. Information on the specific setup steps can be found in the Solution Manager Configuration guides listed in the Further Information section of this document. The data sources EWA. in the section SAP Solution Manager -> Configuration -> Scenario-specific Settings -> Cross-scenario Settings -> Work Center.

Select a Solution b – Execute from the services list The previous steps will direct you to the Service Assistant screen for Setup Service Level Reporting. only one check will be present: © 2009 SAP AG . Initially. This screen is divided into three areas: 1. Select the link Configure Service Level Reporting iii.Select the System Monitoring Work Center i. The tree structure in the left pane displays the individual checks to be performed in sequence to complete setup of a Service Level Reporting session.Best Practice: SAP Solution Manager Service Level Reporting 4 Procedure Setup Step 1 – Start the ‘Service Level Reporting’ Setup Tool The following are the entry points for entering the Setup Service Level Reporting tool: 1. Select the Setup area from the left menu structure ii. Start the Transaction SOLMAN_WORKCENTER (Recommended) a .

and mark as active Save 3. 3. Do not skip nodes in the tree.com -> SAP Solution Manager. Use either the ‘Save’ ( check’ ( ) or the ‘Save + next open ) buttons after each task/check is completed or changed. Whe working in the Service Level Reporting setup session. Step 2 – Complete the steps in the ‘Setup Service Level Reporting’ service assistant Note: This document is based on Solution Manager EhP1 (SP18). Select the check ‘Variants Administration’ 2.sap. The lower right pane contains the data to be maintained within the check selected in the tree structure in the left pane. as each node is generated based on the content selection for each individual report variant. Procedure 1. This will generate a subtree under Active Variants -> Variants of type <type> -> <name of report> © 2009 SAP AG .Best Practice: SAP Solution Manager Service Level Reporting 5 2.1 – Create a new report/variant Purpose Service Level Reports are saved in the SAP Solution Manager as variants. it is recommended to begin at the top of the hierarchical tree on the left and work down through each node in the tree. Step 2. The top right pane provides some information on the current check selected in the tree structure in the left pane. processing weekday. Create a new report/variant select the ‘Append Row’ or ‘Insert Row’ pushbutton Enter the name of the new report in the newly created line in the ‘Name ‘ column Select type (weekly/monthly). The top right pane of the Service Level Reporting setup tool provides specific information for the task/node selected within the tree structure in the left-hand pane. Information on the Service Level Reporting setup procedure for previous releases can be found at http://help.

In the tab Business Processes. Maintain the tables to customize the front page. 3. mark the desired systems in the column ‘Select for Reporting’. mark the desired processes in the column ‘Select for Reporting’ 4. Step 2. In the table of systems included in the Solution Landscape in tab SAP Systems. footer of the report 3. Select the check Active Variants -> Variants of type <type> -> <name of report> 2. Select the check Active Variants -> Reports of type <type> -> <name of report> -> Variant <name of report> 2.Best Practice: SAP Solution Manager Service Level Reporting 6 It is recommended to create one Service Level Report Variant for each Service Level Agreement in place. This allows more precise distribution of information to the relevant parties. Save This will generate new checks in the tree structure. Step 2. header.2a – Front page customizing Purpose Adjust the visual customization of the Service Level Report Procedure 1. representing the selected systems and Business Processes. Save © 2009 SAP AG .2 – Select Systems and Business Processes for reporting Purpose Select the systems and Business Processes to be included in the Service Level Report Procedure 1.

3 – Select the content of the Service Level Report (System) Purpose For each system selected for the report.Best Practice: SAP Solution Manager Service Level Reporting 7 Step 2. Available content: Tab Content from Solution Manager System Configuration System configuration Java Tab Content from EWA EWA Alert Overview System Life Monitor Key Performance indicators Top Load Transactions History of Activity and Response Times Hardware Capacity Accounting Profile Trend Analysis ABAP Runtime Errors Update Errors Transports Java Application Performance CRM Java Application Performance Enterprise Portal Activity Reporting IPC Performance Tab Content from CCMS System Availability Monitoring Objects from CCMS Content from BI Monitoring Objects from BI © 2009 SAP AG . Select the check Active Variants -> Reports of type <type> -> <name of report> -> System <system ID & Install number> 2. In the tabs. select the content of the report via the checkboxes. select the content to be included Procedure 1.

Best Practice: SAP Solution Manager Service Level Reporting 8 3. b – Save the check. Procedure The amount and type of customization depends on the specific content.3a – Customizing System-based report content Purpose For each selelected report content. specific target metrics can be maintained. 1. System Life Monitor: © 2009 SAP AG . Content from Solution Manager and EWA: a – Customize the text fields and output formats (if available) using the checkboxes and tabs available. Special cases that have additional customization options: Key Performance Indicators: In the additional tab Target KPIs. Save the check This will generate new entries in the navigation tree in the left-hand pane Step 2. customization is available.

and the RFC destination used to access the managed system.In the Monitoring Table Elements table. and marking the Object for inclusion and save. © 2009 SAP AG . maintain the monitoring system from which the CCMS content for the selected system are to be retrieved. Content from CCMS – System Availability a – In the tab Monitoring System. The additional pushbutton View.Best Practice: SAP Solution Manager Service Level Reporting In the additional tabs Critical Uptimes (weekly view) and Critical uptimes (Time table view). 3. Context and Object. Any monitoring object that is currently available in the CCMS of either the selected Managed System(s) or the Central Monitoring System (CEN) is available for inclusion into the report. and the RFC destination used to access this system. select content from CCMS to be included in the report by defining the Monitoring Segment. the Central Performance History should be set up according to SAP Note 872569. b . c – In the resulting Monitoring Object check (in the hierarchical tree structure). maintain the monitoring system from which the CCMS indicators for the selected system are to be retrieved. Content from CCMS – Monitoring Objects from CCMS: a – In the Monitoring System Table. translates entries in the Weekly View table into a Time Table 9 2. the following customization options are available: Description (text field) Output as Table (checkbox) Output as Graphic (checkbox) Threshold level definitions Measurement Type Option to show 3-month History (Checkbox) d – Save the check To be able to make full use of the CCMS content. the times considered critical for system availability can be maintained.

f – Save the Check g – In the resulting System Availability subchecks. This will generate additional checks in the hierarchical tree structure. © 2009 SAP AG . maintain the properties of the selected Availability Types. depending on the type of the query (Standard vs. maintain the desired output properties. 4. Custom). select the types to be included in the report. select the tool to maintain downtime schedules. c – In the tab Availability Maintenance. e – (Optional) In the table Template: Report Format.Best Practice: SAP Solution Manager Service Level Reporting 10 b – In the table Availability Types. declare the RFC connection(s) to the BI system(s) from which the queries are to be retrieved. Content from BI – Monitoring Objects from BI: a – In the table BI Source Systems. d – (Optional) In the table Template: Thresholds. maintain the alert thresholds for the desired availability types.

In the table Custom Queries. Target Object. b – In the resulting Monitoring Object check (in the hierarchical tree structure). Adding entries to either of these tables and saving creates new navigational nodes under the parent node Monitoring Objects from BI.Best Practice: SAP Solution Manager Service Level Reporting 11 In the table Standard Queries. and marking the entry for selection/inclusion for the report. use the input (F4) help to create and include predefined queries by defining the Category. Prefix. Metric. Save new entries. any queries to monitoring objects can be created by specifying the InfoProvider. Custom Metric and Target Object. Custom Prefix. the following customization options are available: Technical Name Operator (to combine 2 key figures) Technical name (of second key figure/operand) Key Figure Description (Text field) Unit Scaling Factor Output as Table (checkbox) Output as Graphic (checkbox) Threshold level definitions Option to show 3-month History (checkbox) © 2009 SAP AG . Save new entries.

Information on how to set up BPM can be found at http://service. select the content to be included To include elements of Business Process Monitoring (BPM) in the Service Level Report. Select the check Active Variants ->Reports of type <type> -><name of report> -> Process <process name>.com/rktsolman -> SAP Solution Manager -> SAP Solution Manager 7. This will generate additional entries in the navigation tree in the left-hand pane.0 – EhP1 -> Operations with SAP Solution Manager -> Monitoring of Mission-critical Processes: Business Process Monitoring and Business Process Operations Procedure 1. Available content: BPMon Alert Statistics BPMon Trend Analysis Runtime Analysis 3. © 2009 SAP AG . Save the Check.sap. In the tab Content.Best Practice: SAP Solution Manager Service Level Reporting 12 Step 2. BPM must be set up. select the content of the report via checkboxes. 2.4 – Select the content of the Service Level Report (Business Processes) Purpose For each Business Process selected for the report.

Content from BPMon Trend Analysis. select the monitoring types (via checkboxes) for alert statistics to be included in the report. © 2009 SAP AG . c – Save the check. select the aggregation level (day. b – In the tab Aggregation Level. a – In the table Monitoring Objects.4a – Customizing Business Process-based report content Purpose For each selected report content. week or month) via the input help. Content from BPMon Alert Statistics a – In the table Monitoring Types. 2.Best Practice: SAP Solution Manager Service Level Reporting 13 Step 2. Procedure 1. customization is available. define the RFC destination to the BI system containing the BPM statistics. define the monitoring objects to be included in the trend analysis b – In the tab BI RFC Destination.

Best Practice: SAP Solution Manager Service Level Reporting 14 c – Save the check. © 2009 SAP AG . e – Save the check. select the output format(s) for the Runtime Analysis section of the report via checkboxes. c – Save the check. This will generate a sub-branch in the hierarchical tree structure d – For each Business Process Step. 3. define the Alert Threshold Levels in the newly generated check. enter the Operation Type for the steps to be included in the report. Content from Runtime Analysis a – In the table Report Format. b – In the table Business Process Steps.

select (Generate Word Report) from the Activities list. Finally. Start the Transaction SOLMAN_WORKCENTER (Recommended) a – Select the System Monitoring Work Center b – Select the Reports area from the left menu structure © 2009 SAP AG . in the section SAP Solution Manager -> Configuration -> Scenario-specific Settings -> Cross-scenario Settings -> Work Center. For SP18. in the SAP Reference IMG. 3. refer to the IMG (transaction SPRO). select Report) from the Activities list. 1.Best Practice: SAP Solution Manager Service Level Reporting 15 Usage – Operations Displaying Service Level Reports Prerequisites You have set up at least one Service Level Report within your Solution Landscape as described above. select from the Activities list. work centers must be activated (For SP15 – 17. To view an existing MS Word report. the work centers are activated with the transaction Solman_Setup -> Basic Configuration -> Automatic Configuration -> Activate Services). Setup. Step 1 – Start the “Service Level Reporting’ Setup Tool. (Reports are available in the attachment list) (Display 2. To view an HTML summary of the Service Level Report session overview. Step 2 – Start the Report Display The following are the entry points for the Report display: 1. To generate the MS Word report summary of the Service Level Report session overview. the SAP Solution Manager system must be at Stack level 15 or higher (SP18/EhP1 is recommended). copies of the following roles must be assigned to the user master record(s): SAP_SMWORK_BASIC SAP_SMWORK_SYS_MON Step 1 – Display the Report Overview Follow the entry points to the Setup Service Level Reporting tool. Additionally. as described in section I. Purpose You wish to generate and display a Service Level Report for the Solution Landscape Note: In order to work with the System Monitoring Work Center.

Best Practice: SAP Solution Manager Service Level Reporting 16 c – Select the Radio buttion Service Level Reporting in the section Report Views d – Select the Solution The list of Service Level reports will display below the Solution selection pane. e – Mark one of the available Reports and use The report will display in a new window. proceed according to transaction SPRO -> SAP Reference IMG. Available reports will be marked . Word Documents can be generated in Transaction DSWP -> Operations -> Solution Monitoring -> Service Level Report -> Select the button for the desired report. These reports can be downloaded by selecting the button (Attachment List) Automatic e-mailing of reports can be set up to several recipients To employ this auto-email feature. © 2009 SAP AG . SAP Solution Manager Implementation Guide -> SAP Solution Manager -> Scenario-Specific Settings -> System Monitoring -> Sending Service Reports by Internet E-Mail. MS Word must be configured on the presentation server according to SAP Note 199123.

com/rkt-solman -> SAP Solution Manager -> SAP Solution Manager 7.sap.0 – EhP1 -> Operations with SAP Solution Manager -> Monitoring of Mission-critical Processes: Business Process Monitoring and Business Process Operations BPM information (including setup guide) Training Course SM100 – SAP Solution Manager for Operation of SAP Solutions Solution Manager Setup Documentation SAP Note SAP Note Presentations and SAPTutors Feedback and Questions Send any feedback by formulating an SAP customer message to component SV-GST-SMC.sap. http://service.Best Practice: SAP Solution Manager Service Level Reporting 17 Further Information Background Information and References Type Online Help Description http://help.sap.0 – EhP1 -> Overview and Set up of SAP Solution Manager SAP Note 872569 – Central Performance History and Service Level Reporting SAP Note 944496 – CCMS Ping and Service Level Reporting http://service.0 -> Technical Comsultant & System Administrator -> EarlyWatch Alert (EWA).sap.sap. Service Level Reporting information can be found under System Administration -> Using Service Level Reporting. EWA Setup Guide Presentations and SAPTutors http://service. You can do this at http://service. Here you find information on current and past versions of the SAP Solution Manager in several languages.com/message.com -> SAP Solution Manager.com/rkt-solman -> SAP Solution Manager -> SAP Solution Manager 7. © 2009 SAP AG .com/rkt-solman -> SAP Solution Manager -> SAP Solution Manager 7. Service Level (SL) and Solution Reporting Background Documentation.

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