1er_occ_for_hana_it_summit_v02.pdf

Operations Control Center for SAP HANA (OCC)

Andreas Macho, Director SAP Global Service & Support ES & PE

April 2015

2015 SAP SE or an SAP affiliate company. All rights reserved. 2 Customer

Customer Situation/Challenges

How to deal

with fast data

growth ?

Migrated

Custom Code

runs with

performance

issues

How to ensure

efficient running

business

processes?

How to monitor

process chains?

How can I

automated my

daily

monitoring

tasks ?


Project Cost Analysis (TCO) by Forrester Cost Savings Enabled By Transitioning to the SAP HANA platform

Further documentation available on:

www.sap.com/innovation-and-me

Unlock business value and deliver

breakthrough innovation while

simplifying IT

Executive Summary

Full paper (with free registration)


How Does IT Operations Look Like in Reality?

Customer Reality

Each and every incident impacts business users doing their job.

Customers have hundreds of incidents per month, leading to significant costs to the business.

Business is affected by major exceptions.

The issue is not so much that these critical problems

occurred but:

That the issues are allowed to occur

That there are no warning signs before the issue becomes critical

Customers became only aware of the issue too late to react

That the time to problem resolution takes too long


Operate Better Run SAP HANA Like a Factory at a Glance

Why?

How?

What?

We believe that in todays world the operational support of complex IT landscapes should be something more than

reactive troubleshooting. Thats why we at SAP created a complete IT operations management solution that helps you to

operate better.

The Operations control center provides you all necessary

capabilities to ensure stability, simplicity and automation of

your entire IT operations.

Application and system monitoring, business process monitoring,

end-user experience monitoring, alerting inbox and IT service

management

Foundation: SAP Solution Manager, ALM, best practices


What Is An Operations Control Center?

A set of central monitors, which permanently report the status of the business

processes and the related IT landscape. In alignment with SAPs support standards, the monitors are part of:

Application Operations

Business Process Operations

An infrastructure, which pro-actively monitors the solution 24x7 without manual effort,

and which triggers and correlates alerts in case of problems. The alerts are bundled in

an alert inbox.

A small team of operators, who only work on the alerts in a standardized way:

Either perform pre-configured simple analysis procedures (Guided Procedures).

Or convert the alert into an incident / service request for processing by the next level support.

An ongoing optimization process, which analyzes the root cause of major problems or

alerts. The optimization process:

Either eliminates the root cause (e.g. by initiating a change request)

Or tries to improve the OCC setup (e.g. by initiating the setup of an additional monitor, to be able to detect the same problem more early)


SAP HANA Operations Map Operations Control Center (OCC)

Process

Compliance

Operation

Setup

Code

Infrastructure

Audit Cloud Emergency

Concept

Maintenance

of SAP and Partner Code Custom Code

Users and

Authorizations

Configuration

Support Alerting

and Monitoring Administration

Governance

Data Integration

HANA

Database

Operating

System and

Storage

Network Frontend Support

Infrastructure

Operations and continuous improvement

Operations practices OCC

Clear baseline for defining and implementing changes to the

existing Operation Concept

Continual guidance along SAP best practices

Joins your continual improvement process with latest

supportability improvements

and content of SAP


OCC Optimization Process

Major incidents

History set of incidents Analyze

Correct

Root

Cause

Optimize

OCC

Implement

Guided

Procedure

Document

Perform Root Cause

Analysis for current major

incidents, or clusters of incidents

happened in the past

If possible:

Initiate change request to

eliminate root cause. Process

ends here.

To Change

Management

In case OCC was not sensitive to the

major incident / incident cluster:

Initiate new Run SAP like a Factory

project to become sensitive in future.

Initiate new

RSLF Project

In case a guided procedure can be

provided:

Implement guided procedure for

future use

Minimum requirement:

Document analysis path and manual

corrective activity


The Monitoring and Alerting Infrastructure Supports SAP HANA

Threshold value

exceeded!

1. Utilize established SAP Solution

Manager functions

2. Knowledge Articles explain how to

handle exceptions

3. Notifications lead to Guided

Procedures that document the

individual steps

Daily/weekly/monthly HANA Database Administration tasks

Handling of HANA Database Alerts

4. and provide access to required activities

1

3

4

2

Training on the Job while operating SAP HANA


Operate

Run SAP Like a Factory with an Operations Control Center

OCC Design OCC Build

Supported by BPOps and AppOps and powered by

Analyse the operations

Analysis

Operations

Benchmark

Operations

Excellence

Operations

Safeguarding

Continuous

Improvement

Comparing the operational

excellence with peers.

Design and deploy an

efficient and stable

operation model based

on best practices.

Link your operations

room to SAP experts

(MCC).

Understand the workload and

its root cause.

OCC Set-Up


Sample Set-Up Plan for an Operations Control Center

Operate Design Build Analysis

Continuous

Improvement

RSLaF survey

Incident analysis

OCC Design Workshop

OCC Dashboards and Reports

Operations with SAP Solution Manager

Technical Operations Business process Operations Dashboards

Information flow (Alerts, Data Aggregation)

Technology (SolMan)


What Are the Activities?

Phase 1 Phase 2 Phase 3

Initial Implementation Additional Implementation Additional Implementation

Define an Initial Monitoring Scope to eliminate major impacting incidents:

Business Process Monitoring

System Monitoring

Definition of Governance and Processes

Monitoring Infrastructure

Selection of Alerts

Definition of SOPs

Alert Set-up

Extend the Scope

Application Monitoring

Interface Monitoring

Modification of Governance and Processes

Definition of Continuous Improvement Processes


Selection and Optimization of Alerts

Definition and Modification of SOPs

Alert Set-up

Extend the Scope:

Take in feedback from phase 2

Continuous Improvement feedback

Modification of Governance and Processes


Implementation of Continuous Improvement Processes

Selection and Optimization of Alerts

Definition and Modification of SOPs

Alert Set-up

OCC Implementation

Go

Live Continuous Improvement


What Are the Success Factors?

How do we measure the success of the continuous

improvement process we have put in place?

In order to know where you want to go you need to know where

you are first. You need to measure your current situation and

use it as a basis for improvement

It is important to have continuous measurements to know at all

times if we are on goal to meet our targets:

500 490 450

410 430 400

380 380 380 380 380 380

September October November December January February

Success Factor for Continuous Measurement

Number of Alerts Target

Reduction in number of Very High and High Alerts

Reduction in the number of false Alerts.

Reduction in the number of Incidents

Reduction in Pending Sales Documents

Increases System Availability

Improved System Performance


Operations Control Center Summary

The Operations Control Center describes a to-be setup of organizational roles, essential processes, tools and

methodologies required to manage the operation mission-critical business solutions

Critical Incident

Management Accelerates resolution and improves

communication war room approach!

SAP Customer Partner

Customer Business

Physical Room

Monitoring, Alerting,

Standard Operations

Procedures

SAP as

Software

Vendor

Change Control

and Visibility Controls Changes and ensures visibility across teams MCC

Continuous

Improvement

SAP-supported Continuous Improvement

Methodologies for IT and for the Business

Operations Procedures

Event Management

Incident Management

Change Management

Problem Management

Existing CI Initiatives

Operation Control Center Existing Customer IT Processes