E2E040 RunSAP End to End Solution Operations Overview

© SAP 2008

E2E040E2E040RunSAP & End-to-End Solution Operations Overview

NetWeaver 2004s

2008 / Q1

Material number: 50089774

Copyright 2008 SAP AG. All rights reserved.

Neither this training manual nor any part thereof maybe copied or reproduced in any form or by any means,or translated into another language, without the priorconsent of SAP AG. The information contained in thisdocument is subject to change and supplement without prior notice.

All rights reserved.

Copyright

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© SAP 2008 / Page 1

Course Prerequisites

Required KnowlegeBasic understanding of SAP Basis and ApplicationsBasic understanding of SAP NetWeaverExperience in SAP IT Management

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Target Audience

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

Duration: 2 days

User notes

• These training materials are not a teach-yourself program. They complement the explanations provided by your course instructor. Space is provided on each page for you to note down additional information.

• There may not be sufficient time during the course to complete all the exercises. The exercises provide additional examples that are covered during the course. You can also work through these examples in your own time to increase your understanding of the topics.

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Course Goals

This course will prepare you to:Realize the vision and value of SAP E2E Solution Operations

Comprehensive description of the Methodology and SAP E2E Solution Support Standards:

“E2E Root Cause Analysis”

“E2E Change Control Management”

“E2E Business Process Integration and Automation”

Understand the impact of the SAP E2E Solution Support Standards to customer’s service and support organization (SAP Solution Operations roles and responsibilities).

Understand why SAP Solution Manager is the application platform for E2E Solution Operations

Realize the potentials for customers to optimize quality management and your service and support procedures through the implementation and the use of SAP E2E Standards and SAP Solution Manager (including keysuccess factors)

Provide information how customers can be certified (including SAP CCC certification).

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Unit 5 Change Control Management

Unit 6 Business Process Operations

Unit 7 Technical Operations

Unit 8 Implementation Roadmap

Unit 1 Introduction

Unit 2 Strategy

Unit 3 Standards Overview

Unit 4 Root Cause Analysis

Preface

Course Content

© SAP 2008

Agenda Day One

SAP Support Strategy11:30 - 12:30

E2E Root Cause Analysis + Exercise I (RCA context)14:30 - 17:00

E2E Standards Overview13:30 - 14:15

Lunch12:30 - 13:30

E2E Introduction and Overview10:00 - 11:15

TopicsTime

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Agenda Day Two

E2E Technical Operations13:30 - 14:15

E2E Business Process Operations11:30 - 12:30

Run SAP Roadmap (E2E Adoption at Customers)14:30 - 17:00

Lunch12:30 - 13:30

E2E Change Control Management09:00 - 11:30

TopicsTime

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Standards Overview

Root Cause Analysis

Change Control Management

Business Process Operations

Run SAP - Implementation Methodology and Roadmap

Managing End-to-End Solution Operations

Introduction

Strategy

Technical Operations

Managing End-to-End Solution Operations: Course Content

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Introduction

Contents:E2E high level perspective

SAP organizational model for solution operations

SAP Standards for Solution Operations

SAP Solution Manager as an E2E application platform

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Introduction: Unit Objectives

After completing this unit, you will be able to:Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions

Explain how SAP Solution Manager supports managing end-to-end solution operations

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Lesson 3: SAP Solution Manager

Lesson 4: Summary

Introduction

Lesson 1: Overview

Lesson 2: SAP Standards for Solution Operations

Introduction: Unit Overview

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Complexity#User

2000 2007 2010

» INCREASED LANDSCAPE COMPLEXITY Comment

Every customer has mission critical applications along with integration needs

Landscapes become more complex the larger and more integrated they are

SAP provides advanced support options that mirror growth in size and/or complexity

Complex Solutions become more critical

R/3R/3LegacyS ystemLegacyS ystem

Manguis ticsManguis tics

SAP came from message solving for critical SAP Application

But today‘s and future solutions are more complex and it is even more difficult for SAP to “trouble shoot”

Threfore SAP introduces new support offerings to improve and strengthen the collaboration between the customer support organization and SAP to manage the complexity successfully.

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Complexity matters: Today‘s End-to-End Solutions become more complex

User

RFID Devices Rendering OfficePortal

SAP PortalWeb Services and

xApps

DuetOffice Integration and Self-Services

SAP Solution Manager

.netWorld

APOBWSRMSEM

APO

SRM

SEMR/3 ERP

Analytics

ESAExternal

Applications

JavaWorld

Today complexity increases in the areas of

Front-ends(e.g. Browser, mobile devices, Microsoft Office technologies)

in the middleware layers (SAP EP, SAP XI/BI, third party integration like DUET)

and also with the number of different backends

From business perspective the technology risks increases.

IT tries to hide the complexity from the user with integrated UI-scenarios and single sign on SSO. But nevertheless the complexity needs to be managed.

SAP Solution Manager does provide the E2E-Methodology to manage the complex SAP IT world.

To support today’s SAP solutions:

• Different client-side technologies such as mobile devices, portals, Adobe forms, Microsoft Office, and Internet browsers

• Different server-side applications such CRM, SRM, SCM, and BI on multiple platforms (ABAP, Java, .net, and C++)

SAP Solution Manager provides key capabilities to support distributed environments across different technology stacks.

SAP Solution Manager provides open hubs to plug in external technologies.

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Customer challenges:ComplexityTechnologySkills Resources

How to implement mission-critical operations?

Risk Costs

Availability?

Performance?

Compliance?

Data Integrity?

Process and Data

Transparency?

End-to-End mission-critical operations is a challenge!

Today‘s IT solutions require a clear end-to-end operations strategy

SAP answers to those challenges with the end-to-end (E2E) Solution Operations standards. To provide sustainable TCO and mitigate operational risks.

What does E2E mean: A full understanding of all technology-pieces within a solution. From the browser to the backend.

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Customers ask:How do I implement mission-critical operations?

SAP answers:With …

Our know-howOur methodsOur best practicesOur toolsOur trainings

SAP’s End-to-End Solution Operations addresses these challenges!

E2E Solution Operations is the basis for mission-critical operations!

SAP takes the lead with E2E Solution Operations

With governance based on SLAs and clearly defined interfaces to service providers

With standardized and integrated support processes

With enhanced diagnostic and life-cycle management capabilities

With know-how and service offerings

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Solution Operations Standards:Define mission-critical operations processesProvide Best Practices and Implementation RoadmapsBased on a general organizational modelTrainings / Certifications are available

These Standards are the core of E2E Solution operations!

SAP Standards for Solution Operations bring E2E Solution Operations to you!

SAP shares world class operations know-how

Business

IT

Global Business Process Champion

Regional Business ProcessChampion

End User,

Key User

ProgramManagementOffice (PMO)

Application Management

Custom Development Business Process Operations

SAP TechnicalOperations

IT Infrastructure

Outtasking Outsourcing

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SAP Solution Manager provides:Role-based Work CentersWorkflowsCompliance dashboardKPI‘s and SLA‘sReportingContent & methodology for implementing operations processes

SAP Solution Manager supports all standards!

Mission-critical operations build onSAP Solution Manager!

SAP offers a standard application management platform for Solution Operations Standards

Business

IT



End User,

Key User





IT Infrastructure

Outtasking Outsourcing

SAP Solution Manager provides:

Role-based Work Centers with Workflows

KPI‘s and SLA‘s Reporting

Content & methodology for implementing operations processes

The Role-based Work Centers will change the way of working with Solution Manager dramatically. The Work Center concept will be introduced with SolMan SP 15 in Jan 2008.

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The E2E Training Curriculum and the Certifications:

Secure quality for the whole ecosystemReduce risk for out-sourcing/-taskingProvide access to best-in-class knowledgeKnowledge of methods, tools and best-practices to customers and partnersEnablement of Mission Critical Support

No doubts about insufficient skills!

E2E Trainings & Certifications providethe skills for mission-critical operations!

SAP transfers its knowledge expertise throughout professional E2E Training Curriculums and Certifications

Training

Certifications

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As IT landscapes grow and solutions become increasingly mission-critical, the cost of successfully operating an IT landscape becomes a key business issue

Lack of common support standards increase risk of failure

High cost to acquire and retain the needed skills to support many systems

Lack of best practices and tools to support mission critical systems operations

Increased need to assure quality in an integrated and mixed system IT landscape

To optimize operations and to reduce cost SAP has embraced its understanding from thousands of customers and created

End to End solution operation standards that span customers' mission-critical operations landscapes to reduce the risk of failure and to increase the skill base.

Run SAP, a robust operational methodology that underpins these standards and complements SAP’s implementation methodology ASAP (AcceleratedSAP).

SAP Enterprise Support, a support offering that enables end-to-end solution operations at lower total cost and across mission-critical support systems.

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SAP Support Commitment to Customers Increased Customer Value at Lower Operational Cost

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Lesson 4: Summary

Introduction

Lesson 1: Overview



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SAP Standards for Solution Operations define Operations Processes

Business

Strategy and Corporate Policies

IT



Located in the business unit, the business process champion is the expert on the process requirements, implementation and continuous improvement

Due to profound knowledge on the business processes, the business process champion is often the only resource that can resolve exceptions in business execution

Consequently, exception handling and data integrity are the standards for this role

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Business


IT



End User,

Key User

Outtasking

End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities

End users and key users are the first line of troubleshooting and feedback to the entire IT operation

Consequently, incident management is the primary standard for this role

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Business


IT



End User,

Key User


Outtasking

The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape

All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape

As such, change request management takes up the greater part of activities for the program management office

Moreover, this role also covers the standards for upgrade and eSOA readiness

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Business


IT



End User,

Key User



Outtasking

The Application Management organization is the key interface between business and IT departments

End-users, key-users and the program management office use the services of IT for a wide variety of tasks

Consequently, root cause analysis, change control management, minimum documentation, and remote supportability are the standards for this role

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Business


IT



End User,

Key User



Custom Development

Outtasking

Outsourcing

Custom development primarily adapts SAP standard applications and interfaces to specific business needs. This includes a variety of development tasks covering application customization, interface development and custom code development to address the business requirements

In this way, custom development is involved in many of the SAP solution operations standards, such as change request management, change control management, upgrades, eSOA readiness, or root cause analysis

However, custom development does not own any of the standards

“outsourcing” or “outtasking” are NOT releavant. These terms are only for reference to similar SAP slide decks. For the standards it is not relevant if a task or standard is used inside a customer or by a external party.

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Business


IT



End User,

Key User




Outtasking

Outsourcing

The focus of business process operations is geared towards business critical processes. Seamless business operations require a reliable data flow between the units

Therefore, business process and interface monitoring, data volume management, job scheduling management and transactional consistency are the relevant standards for this role


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Business


IT



End User,

Key User





Outtasking

Outsourcing

The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape

The key role for SAP technical operations is the system administrator

Specifically, the main focus points are system administration and system monitoring


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Business


IT



End User,

Key User





IT InfrastructureOuttasking

Outsourcing

Efficient collaboration between these teams is required to optimize the operation of SAP-centric solutions. This becomes even more important if customers engage service providers to execute some of the tasks or even complete processes. Customers have to closely integrate the providers of outtasking and outsourcing services into the operation of their solutions.

Key prerequisite for efficient collaboration of the involved groups is the clear definition of processes, responsibilities, service level agreements (SLAs), and key performance indicators (KPIs) to measure the fulfillment of the service levels.


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The SAP Standards for Solution Operations are based on an Organizational Model

Root Cause Analysis


Minimum Documentation

Remote Supportability

Exception Handling

Data Integrity


Change Request Management

Upgrade

eSOAReadiness

Testing

Incident Management

System Administration

System Monitoring

Business

IT

Global Business Process

Champion


End User,

Key User





IT Infrastructure

Business Process and Interface Monitoring

Data Volume Management

Job Scheduling Management

Transactional Consistency

The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.

Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services which support the adoption of the standard.

Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.

This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards.

However, this assignment of owners may differ from customer to customer.

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Available InformationWhite PapersDetailed technical descriptionTraining CoursesCertifications

SAP Standards for Solution Operations cover all support processes

Example: Process Standards “Change Request Management” & “Change Control Management”

Champs PMO Appl Mgmt Tech Op

Monitor Change

Request BusinessChange *

Implement Change

TestChange

DeployChange

Sign-offChange

*Business Changes = Request Adaptation or Request Project

The following scenario outlines a typical setup and involved roles for the change request management process: An Business Process Champion request an business change like a process adoption or a new or upgrade project. After the program management office approves the change request, the application management organization performs related activities to implement and test the change, the Technical Operation group deploy the change and finally the Business Process Champion Sign-off to close the change request.

The program management office is responsible for managing all types of application change requests initiated by the business process champion. These change requests originate from business process changes, implementation- and upgrade projects, periodic maintenance and urgent corrections. These different change requests can affect one system and/or several systems within a SAP solution landscape. Therefore dependencies between multiple systems have to be considered.

The change request management standard provides transparency of the software and customizing changes, the project history, and the involved roles and departments. Both the business units and the IT organization are involved in change request management. It is the main communication channel between the program management office and the application management organization. Technically, these changes are transported through the whole solution landscape and allow for auditability. Therefore, change request management is closely related to the change control management standard.

All information for process standards are covered by white papers, technical description, trainings and certifications, provided by SAP.

The second involved issues is training and certification.

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System Administration, System MonitoringTechnical Operations

Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency


Root Cause Analysis, Change Control Management, Minimum Documentation, Remote Supportability


Change Request Management, Upgrade, eSOA Readiness, Testing

Program Management Office

Exception Handling, Data IntegrityBusiness Process Champion

Incident ManagementEnd User, Key User

Key Standards and PracticesOwner

Get through all roles and standards per role (again)

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Lesson 4: Summary

Introduction

Lesson 1: Overview


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SAP Solution Manager as collaboration platform

SAP CustomerSAP


SAP Consulting Support organization (CCC)

SAP Service Marketplace

SAP Partner

SAP Experts

Knowledge

The Solution Manager is the central collaboration platform for Customer – SAP communication including all partners and parties. all different parties within SAP are up-to-date and aligned in using Solution manager as a collaboration hub.

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Delivery ofSAP Services

Onsite/remote deliveryIssue Management

Change RequestManagement

Follows ITIL standardsMaintenance processes

TODAY: SAP Solution Manager provides scenarios for all phases of the application management life cycle

Service DeskBest Practices for messaging Integration of 3rd-party help desks

Solution MonitoringSystem monitoringBusiness process monitoringCentral system administrationSolution reporting Service Level reportingSAP EarlyWatch Alert

Upgrade of SAP solutions

SAP methods & toolsE-learning mgmt.Test management

Implementation of SAPsolutions

SAP methods & toolsGlobal rolloutCustomizing sync.E-learning mgmt.Test management CORE

BUSINESSPROCESSES

Required for the delivery of SAP Standard Support Services=

Root Cause Analysis

Safe remote access Performance measurement Logs and Dumps Traces Technical configuration

Minimal requirements for a setup SolMan at the customer are:

Support/usage od Solution Manager for the Delivery of SAP Services (Onsite/remote delivery, Issue Management)

Root Cause Analysis using Diagnostis

SAP EarlyWatch Alert (when feasible and supported in the solution) to monitor and collect system data pro-activly

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Phased ApproachSAP Solution Manager 7.0 (formerly Version 4.0) with current UI framework can be used for new Work Centers. Access via separate transactionIn new SAP Solution Manager Release all Work Centers are fully integrated based on new UI framework

Solution Manager Work center Roadmap

2008 2009 2010 2011

New SAP Solution Manager only with new UI

2007

28.1.08 – RampUp until March 08

Q1/2008 – Global Availability

Delivery of new Work Centers

SAP Solution Manager 7.0 with current UI

SPS15

2006

Roadmap for Work Centers

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Business Process

Champions

Program Management

Office



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SAP Solution Manager offers role-based work centers


Monitor Change

Request BusinessChange

Implement Change

TestChange

DeployChange

Sign-offChange

Work Centers …• … are based on SAP Standards for Solution

Operations• … are role-based• … are easy to use and learn• … are available for SAP Solution Manager

4.0

Available Work Centers with SPS 15• Solution Landscape/Operation Setup• Change Management• Incident Management• Service Delivery• Business Process & Interface Monitoring• Job Schedule Management• System Monitoring• System Administration• Diagnostics: Root Cause Analysis• Implementation & Upgrade• System Landscape Management

SAP Solution Manager Work Centers ensure smoother access to users operations functions

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Lesson 4: Summary

Introduction

Lesson 1: Overview



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Full control of customers operations processes aligned to the SAP E2E Solutions Operations Roadmap

Enabling the of all capabilities (analysis, change control and monitoring) for a Best-in-class customers solution operations

Solutions Operations speed up problems resolution and the efficiency of the customer support organization

Best-in-class solution operations means implementation of SAP standards with minimum investment

SAP helps customers to efficiently manage their SAP-centric solutions with SAP’s Standards for Solution Operations.

Summary

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E2E050 e-Learning "E2E050 Solution Scope and Documentation”

SAP Service Market placehttp://service.sap.com/e2ehttp://service.sap.com/diagnosticshttp://service.sap.com/changecontrolhttp://service.sap.com/testinghttp://service.sap.com/runsaphttp://service.sap.com/supportstandards

Further [email protected]

More on E2E…

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Introduction: Unit Summary

You should now be able to:Explain how SAP standards for solution operations can help customers manage their SAP-centric solutions

Explain how SAP Solution Manager supports managing end-to-end solution operations

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Standards Overview

Root Cause Analysis



Run SAP- Implementation Methodology and Roadmap


Introduction

Strategy


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Strategy

Contents:Risk areas in customer projects

SAP’s support offerings

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Strategy: Unit Objectives

After completing this unit, you will be able to:Explain the challenges during customer engagements

Understand the major risks in customer projects

Describe the SAP Methodology to support customers proactively inall phases of the live cycle SAP of SAP software

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Strategy: Unit Overview

Strategy

Lesson 1: Typical risks

Lesson 2: How SAP can help

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SAP engagement comes too late to prevent problems!

????

Normal escalation process

SAP projects start with a vision and a plan for implementing the project

During the projects more and more risks, questions and concerns come up

If these topics and issues remain unchanged the project may run into troubles or escalations

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SAP engagement should be able to pre-empt risks earlier!

Escalations in SAP implementation projects

The normal escalation phases are short before and short after the going live date.

This is usually too late to bring in the SAP experience to mitigate.

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SolutionFeasibility

Program /ProjectManagement

Readiness

Architecture andIT Strategy

Functional /IntegrationReadiness

ChangeManagement

Readiness

TechnicalReadiness

OperationsReadiness

SupportReadiness

Risk areas in implementation projects

During a risk assessment has been taken 90 SAP customer projects in to account 8 risk areas has been defined from the SAP global risk management group.

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9%

7%

19%

37%

7%

7%

8%6%

Solution Feasibility

Project Management

Architecture and IT Strategy

Functional / Integrational Readiness

Change Management

Technical Readiness

Operations Readiness

Support Readiness

533 Risks in SAP implementation projects identified (in %)

The risk assessment has been taken 90 SAP customer projects in to account

This slides shows the risk percentage in the areas. Interesting is that the most issues are belonging to the concept phase of the project. The conclusion is that specialist must be involved in this phase to mitigate risks.

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How can I maintain stability of mission-critical IT solutions while continuing to respond to business needs?

How can I standardize and improve the operational excellence within my IT organization?

IT solutions are increasingly complex.IT solutions must adjusted more quickly to business needs.The operation of IT solutions is mission-critical for the business.The business requires flexible IT operations at reasonable costs.

Run SAP Methodology mitigates risks for operational IT challenges

User

RFID Devices Rendering OfficePortal

SAP Portal Duet .netWorld

APOBWSRMSEM

APO

SRM

SEMR/3 ERP

Analytics

ESAExternal A

pplications

The main questions customer are asking SAP

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Why Operational Changes Often Fail (I)

lack of success

Poorly defined budget

No controlled milestones

Lack of resource continuity

Low quality of estimates

Lack of management

attentionLack of

coordination with other activities

Stakeholder differences

Unclear or nonspecific objectives

Listed risks for operational changes. Based on the experience with many customers SAP has understood that operational changes are not likely to be implemented during a implementation/upgrade project.

Operational capabilities are listed in the SAP Operational Standards (SAP specific) or in ITIL (in general)

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Why Operational Changes Often Fail (II)

lack of success

Operational guidelines not

part of development

No planned skill development

No operational requirements

collected

No organizational development

Missing long term planning

No prepared processes

Lack of ownership

Daily operations in parallel

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There is a need for a proven methodology for operational changes

Risk for operational projects - Categorized

Clear Targets Good Planning Controlling Organizational Readiness

Balanced Skillset

Poorly defined budget

No controlled milestones

Lack of resource continuity

Low quality of estimates

Lack of management

attention

Lack of coordination with

other activities

Stakeholder differences

Unclear or nonspecific objectives

Operational guidelines not

part of development

No planned skill development

No operational requirements

collectedNo organizational

development

Missing long term planning

No prepared processes

Lack of ownership

Daily operations in parallel

Therefore operational changes needs to be planned and implemented either seperatly or in parallel to a implementation/upgrade project.

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Successful Operational Changes

Run SAP is the recommended methodology for Operations projects.

Clear Targets Good Planning Controlling Organizational Readiness

Balanced Skillset

ProcessProject managementMethodology

Manage every significant operational change as a project.Align every operational project to a clear process.

Use a proven methodology in this process.

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Advantages of Using Project Management to Implement Operational Changes

Management attentionStakeholders from business and ITProject manager Periodic reporting proceduresClearly defined escalation path

Need for organizational changeIdentification of technical prerequisitesChange control management

Clearly defined budgetProject plan and work breakdown structureStructured timelineMilestones

Requirements managementScope managementAgreement of project volume

Plan and Schedule Responsibility

Targets EnvironmentProject management

Project management methodology ensures changes are measurable and approved by all relevant stakeholders

Project management methodology ensures changes are measurable and approved by all relevant stakeholders

A project structure for operational changes does make it more likely that the changes do meet given requirements

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Strategy: Unit Overview

Strategy

Lesson 1: Problems during an Engagement

Lesson 2: How SAP can help – The Run SAP approach

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DescriptionAcceleratedSAP methodology is proven, repeatable and successful approach to implement SAP solutions across industries and customer environments. AcceleratedSAP provides content, tools and expertise from thousands of successful implementations.

More infohttp://service.sap.com/asap

Accelerated SAP (ASAP) Methodology mitigates risks in implementation projects

Leverage SAP implementation experience

Why use a methodological approach to Implementation? Investing in a new business solution can bring major benefits to an organisation. The success or failure of a new Solution depends on how well it is implemented. A recent survey of software implementations showed that over 30% of projects perceived to have failed

did so because of a lack of effective project planning. On the other hand less than 10% of projects perceived to have failed did so because of technology

driven causes. AcceleratedSAP is the SAP Methodology for the Implementation (Initial, Upgrade, Extension) of SAP

Solutions and supports cost effective and speedy Implementation of the SAP Solutions It has the following constituent parts: • AcceleratedSAP (Methodology) Content

the structured methodology content (processes, procedures, accelerators checklists, links to Standard SAP Documentation, etc. necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions.

• AcceleratedSAP (Methodology) Toolset the tools necessary for the Implementation (Initial, Upgrade, Extension, Template, etc. ) of SAP Solutions.

• AcceleratedSAP (Methodology) Roadmaps the guidance and navigation necessary for the Implementation (Initial, upgrade, Extension) of SAP Solutions.

• AcceleratedSAP (Methodology) Expertise SAP knows SAP best and based on its vast experience provides this knowledge in concentrated form to its customers & partners through AcceleratedSAP.

© SAP AG E2E040 2-17

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Comparing ASAP with Run SAP 1/2

Run SAP has a similar approach to ASAP

RunSAP

ASAP and RunSAP shows a very similar structure

The ASAP Goal: Run implementation projects successfully

The RunSAP Goal: Establish E2E Solution Operations to run SAP mission critical solutions successfully

© SAP AG E2E040 2-18

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Comparing ASAP with Run SAP 2/2

Accelerated SAP (ASAP) provides a proven methodology to streamline implementation and upgrade projects.

Run SAP provides a proven methodology to optimize the implementation and ongoing management of E2E Solution Operations with focus on application management, business process operations and NetWeaver administration.

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Run SAP facilitates the implementation of E2E Solution Operations

Run SAP is „ASAP for Operations“It provides Best Practices, Content, Services, Training and tools for E2E Solution Operations

Implement E2E Solution Operations with Run SAP


Define central E2E operations tasks

RoadmapAccelerate the

implementation of E2E operations

Trainings &Certification

Provide up-to-date skills for the ecosystem

ServicesEngage SAP to implement E2E operations

SAP Solution ManagerProvides all tools for E2E operations

Run SAP

By leveraging the RunSAP methodology with it’s standards and best practices you will benefit from the experience of the SAP.

This helps to avoid errors, mitigate risks, increase the availability and performance of the SAP solution, to smoothen and accelerate the process flow, enables automation and hence a reduction of cost of operations.

By implementing E2E Solution Operations with RunSAP and SAP Standards SAP guarantees Business Process Availability, Business Process Performance, Data consistency and transparency, as well as maintainability and upgradeability.

© SAP AG E2E040 2-20

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Run SAP Methodology to accelerate the implementation of E2E capabilities

Assessment &Scoping

OperationalRequirements

Analysis

GovernanceModel for

Operations

Scope Definition

Plan Solution Transition to eSOA

Technical Requirements and

Architecture

Project Setup

Operations &Optimization

End User Support


ChangeManagement

TechnicalInfrastructureManagement

SAP Application Management


Design Operations

End User SupportConcept

SAP Technical Operations

Concept

ChangeManagement

Concept

TechnicalInfrastructure

Design


Concept


Concept

Setup Operations

End User SupportImplementation


Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation

Handover into Production

Knowledge Transfer and Certification

Final Testing

Transition into Production

Handover and Sign-Off

Run SAPPhases

Assessment and Scoping

Run SAP Implementation

The RunSAP Methodology is addressing the operational risks

It starts always with assesment and scoping that triggers particular implentation work streams (e.g. change mangement implementation)

© SAP AG E2E040 2-21

© SAP 2008

Holistic risk mitigation makes your projects a success

Holistic risk mitigation and close collaboration during all project phaseReducing and mitigation risks with the proven methodology for implementation/upgrade projects and the operational perspective

Implementing the SAP Methodology during the implementation/upgrade projects and for the operational change does give you a higher chanche for: thunder and lightning in the project phases, but you should see the sun when you are going live.

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You should now be able to:Explain the challenges during customer engagements and describe the SAP Methodology to support customers proactively inall phases of the live cycle SAP of SAP software

© SAP AG E2E040 2-23

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Appendix – Clustered Top 10 Risks

APPE

ND

IX

For your reference:

Clustered Top 10 Risks out of 533 risk in total

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1. Customized code instead of standard shipped content.2. Missing functionality due to local customization.3. Missing/poor documentation of business process.4. Rebuild or copy of systems.5. Requirement and solutions built do not match.6. Consultancy services are not SAP product savvy.7. Development unaligned with true requirements.8. Ongoing development in project.9. High volume of interfaces & its complexity.10. Blueprint doesn‘t cover all business requirements.

SolutionFeasibility

Program /ProjectManagementReadiness



ChangeManagementReadiness

TechnicalReadiness

OperationsReadiness

SupportReadiness

1. Risk Assessment - Solution Feasibility

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1. Business concepts not fully mapped.2. Poor project planning.3. Critical path not visible.4. Unclear responsibilities and ownership.5. Moving targets within project lifecycle.6. Request and solution mismatch.7. No control procedure/process.8. Project phases not aligned with deliverables (unstructured).9. Project team has limited experience with large project scope/scale.10. Inefficient reporting hierarchy (stakeholders not kept in the loop).

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

2. Risk Assessment - Program / Project Mmgt. Readiness

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1. Multiple system landscapes supported by many complex interfaces.2. Large SAP system landscape.3. Cross functional process impact unknown.4. Missing documentation of legacy system.5. Undefined software change management strategy.6. Hardware not sized accordingly.7. Integration with non SAP products unclear.8. Missing transport migration concept.9. No cutover strategy for existing systems.10. Missing release strategy.

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

3. Risk Assessment - Architecture and IT Strategy

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1. No integration test planning.2. Poor/missing test data.3. Business blueprint and solution are not aligned.4. Business requirements are not taken into consideration.5. Functional tests have not been executed.6. Inconsistent testing approach.7. Data volume stress testing concept not incorporated.8. Job management scheduling control unknown.9. Batch job support was not integrated.10. Insufficient training for key users.

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

4. Risk Assessment - Functional / Integration Readiness

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1. Little/No engagement of stakeholders.2. Ineffective training for key users.3. Ineffective training for end users.4. Process adoption from AS-IS state; no optimization/improvement.5. Organizational changes are not synergized/aligned within the project.6. Change Management process not established.7. Scarce business involvement.8. Large number of end users had to be trained (>9000).9. Little project experience to train a large group.10. New processes are not adopted within the organization.

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

5. Risk Assessment - Change Management Readiness

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1. Performance optimization not utilized.2. Data conversion runtime.3. High additional maintenance after data conversion.4. No authorization concept.5. Transport path to production not setup correctly.6. Possible inconsistencies between Q and P systems.7. Unforeseen data growth volume.8. Cut-Over Plan not exhaustive.9. Job preparation not well executed.10. Job scope was underestimated and poorly tested.

6. Risk Assessment - Technical Readiness

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

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7. Risk Assessment - Operation Readiness

1. No Fall-back strategy.2. Modification/ customer own program development led to performance problems.3. Volume test confirmed without the full data amount.4. No backup concept.5. No concept for archiving.6. Hardware-sizing was not adopted to change requests.7. No planning for performance tests.8. Critical batch jobs were not assigned.9. Monitoring process for critical processes was not established.10. SAP–GUI rollout was not in time.

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

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1. No CCC established for support.2. Missing Support structure (> 1000 end-users).3. Hotlines are always busy.4. Message support not responded within SLA.5. No clear ownership of support issue.6. Not enough support for system administration tasks.7. CCC employees not well trained.8. Ambiguous error description.9. CCC cannot provide a global Support structure (7*24).10. SAP Notes not applied.

8. Risk Assessment - Support Readiness

SolutionFeasibility





TechnicalReadiness

OperationsReadiness

SupportReadiness

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Standards Overview

Root Cause Analysis





Introduction

Strategy


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Standards Overview

Contents:Details of the SAP Standards for Solution Operations

Assignment of standard owners as proposed by the organizational model for solution operations

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Standards Overview: Unit Objectives

After completing this unit, you will be able to:Explain the SAP Standards for Solution Operations

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System Administration, System MonitoringTechnical Operations

Business Process and Interface Monitoring, Data Volume Management, Job Scheduling Management, Transactional Consistency


Root Cause Analysis, Change Control Management, Minimum Documentation, Remote Supportability


Change Request Management, Upgrade, eSOA Readiness , Testing

Program Management Office

Exception Handling, Data IntegrityBusiness Process Champion

Incident ManagementEnd User, Key User

Key Standards and PracticesOwner

The SAP Standards for Solution Operations are assigned to the roles defined in the Organizational model.

Each standard contains best-practice procedures on how to perform the individual tasks, descriptions on which tools should be used, information regarding the assignment of tasks to the different roles, available training offerings, and available services which support the adoption of the standard.

Although multiple roles may be involved in a standard process, one of these roles acts as the owner of the standard at the customer.

This assignment of roles as owners to the E2E solution operations standards is used as criterion for sequencing the standards.

However, this assignment of owners may differ from customer to customer.

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Examples of SAP Tools used for Solution Operations Standards 1/2

SAP Solution Manager Business Process Monitoring

SAP Solution Manager Diagnostics (RCA), CA Wily

SAP Change Request Management

SAP Solution Manager Diagnostics (RCA)

SAP Service Desk

Functions/Tools


Root Cause Analysis,


Exception Handling

Incident Management

Key Standards and Practices

Each standard can use specific Solution manager tools/transactions to perform typical tasks.

© SAP AG E2E040 3-6

© SAP 2008

Examples of SAP Tools used for Solution Operations Standards 2/2

Central Monitoring (CCMS)System Monitoring

ABAP-sysadmin-tools, NonABAP-sysAdmin-tools

SM36/SAP Central Job Scheduling

SAP Solution Manager Test Workbench

SAP Solution Manager Transaction “SMSY” and System Landscape Directory (SLD)

SAP Solution Manager Diagnostics (RCA), OTO/CTS+

SAP Tools



Testing



Key Standards and Practices

Each standard can use specific Solution manager tools/transactions to perform the typical tasks.

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Standards Overview: Unit Overview

Lesson 5: SAP Standards for Business Process Operations

Lesson 6: SAP Standards for Technical Operations


Lesson 1: SAP Standards for End User, Key User

Lesson 2: SAP Standards for Business Process Champion

Lesson 3: SAP Standards for Program Management Office

Lesson 4: SAP Standards for Application Management

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Incident Management

The incident management standard:Defines processes and tools to manage the collaboration between the involved parties to resolve incidents efficiently

Helps customers to accelerate incident resolution

The service desk in SAP Solution Manager is SAP’s tool to manage incidents

Risks :Negative impact on functionality or availability of critical processes during issue resolution

Less availability of the IT solution

Incidents in operations of mission critical applications can cause severe business loss if they are not properly managed, their root cause identified and the corrective action taken.

When a disruption occurs that prevents an end user from performing his/her tasks in the IT solution, the end user has to describe, categorize and prioritize the incident.

Key users provide first-level support.

End users and key users play a crucial role as both are the main receivers of the services provided through all IT activities

End users and key users are the first line of troubleshooting and feedback to the entire IT operation

Consequently, incident management is the primary standard for this role.

© SAP AG E2E040 3-9

Incident Management - Messages

© SAP AG E2E040 3-10

© SAP 2008

Workcenter Incident Management

© SAP 2007 / Page 1

Central TasksCreate and process incidentsSearch SAP NotesSolution DatabaseReporting

Workcenter CapabilitiesView and filter incidentsNotes search launchSolution Database maintenanceSLA reportingLink to change request management

Related StandardsIncident Management

© SAP AG E2E040 3-11

© SAP 2008

Demo

DEM

O

Go to the Solution Manager on the TT4-system

Login with:

User: E2E040-Owner

PW: training

Enter transaction “work_center” and show work center “Incident Management“

© SAP AG E2E040 3-12

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Exception Handling

Exception Handling StandardDuring operations, exceptions may arise within business applications.The exception handling standard explains how to define a model and procedures for an efficient handling of exceptions and error situations.

Risks:Uncaught or “hidden” exceptions may impact the acceptance of an IT solution

Less availability of the critical applications (loss of time and money )

Poor performance

Increases costs of operations

The business process champion and the responsible business process operations team have to define a model and procedures for handling exceptions and error situations during daily business operations.

These procedures describe what proactive monitoring activities have to be executed to detect business-critical exception situations and what corrective actions are required in the given context.

The procedures also describe who is responsible for certain activities in the business process operations team or the business department.

The execution of these procedures can be supported by monitoring and alerting tools.

As the business units and the IT organization implement the business processes together, the business process champion is another key role in the organization of the customer.

Located in the business unit, the champion is the expert on the process requirements, implementation and continuous improvement.

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Data Integrity

The goal of the data integrity standard Avoid data inconsistencies in end-to-end solutions.

Create 100% transparency with regard to potential root causes for data inconsistencies.

Covers several areas from application design principles to monitoring and CIO level reporting.

Risks:Inconsistent data

Incorrect decisions base for the top management

With his/her profound knowledge on the business processes, a business process champion is often the only resource that can resolve exceptions in business execution and potential resulting data inconsistencies.

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The change request management standard provides transparency of Software and customizing changes,

the project history,

and the involved roles and departments.

Change request management is closely related to the change control management standard owned by the application management organization.The program management office is responsible for managing and implementing all types of application change requests with minimal risks using proved and standardized methods and procedures.

DEV QAS PRD

Risks :No transparency about sequence of the changes for a project

Changes to production are not documented

Without workflow/approval: Untested coding might be transported to production

Poor performance/Unplanned outages due to application issues

The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape.

All requests for changes flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office.

This office is responsible for managing everything from day-to-day changes and adaptations to all release planning and major infrastructure technology shifts.

Moreover, these activities must be aligned with all stakeholders.

© SAP AG E2E040 3-17

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Testing

The Integration Testing standard defines how to perform end to end integration testing of SAP Solutions via SAP and integrated 3rd party test toolsSAP will focus on

risk-based test scope identification for New SAP Solution as well as for SAP Solution Updates

Change Impact Analysis for eg. SP‘s, EhP‘s and Test Planning

3rd Party Test Suites like HP will provide tools for automated testing

interfaces between SAP Test Planning and 3rd Party Test Automation (HP, Compuware,..)

Risks :Inefficient test procedures

Transport and functional issue due to SAP Version-Inconsistencies

Business requirements not meet due to untested features/functions

Test Process

From change events and change impact analysis via test planning and test execution to deployment of changes in production system

Test Capabilities

SAP Solution Manager acts as central point of access to SAP and 3rd Party test capabilities as well as additional capabilities like E2E Integration Validation and defect management

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Upgrade

The upgrade standard guides customers and technology partners through the upgrade project to manage major challenges with:

project management

efficient testing

minimization of downtime

adaptation of applications and modifications

knowledge transfer to end-users.

Risks :Golive might endangered by insufficient projectplanning

Unplanned downtime due to upgrade issues

Changes to production are not tested properly

Low end-user acceptance

SAP provides guidelines on how to perform upgrades for single application components.

However, each upgrade must be an integral part of the overall corporate IT strategy, covering the end-to-end landscape of an SAP-centric solution, including hardware, operating systems and database releases as well as file system and storage subsystem versions.

During each phase of the upgrade, careful attention needs to be paid to business continuity, management of changes, system landscape adjustment, and system downtime.

The standard upgrade project consists of five phases.

• project preparation phase

• upgrade blueprint phase

• upgrade realization phase

• preparation for cutover phase

• production cutover & support phase.

© SAP AG E2E040 3-19

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eSOA Readiness

Technical readinessof applications by business processes, ‘customizing landscapes’ and number and severity of modifications to be able to drive necessary harmonization and consolidation. Centralized governanceTo take full advantages of eSOA: flexibility, innovation, and TCO reduction via Centralized governance for the re-usability of Web services.Organizational readinessCustomers have to be able to develop and support a service-oriented architecture.

Risks :No TCO reduction with new technologies

Slow/No adoption of business processes

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Root Cause Analysis

The root cause analysis standard defines how to perform root cause analysis end-to-end across separate components and technologies.SAP recommends to use Solution Manager diagnostics capabilities for root cause analysis Same standardized tools for:

Customer

Partner

Independent software vendor (ISV)

SAP

Risks :Inefficient issue resolution

Unplanned down time due to “uncatched” exceptions and issues

SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.

SAP Solution Manager 7.0 features four-cross component diagnostics capabilities:

• E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“)

• E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape

• E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape

• E2E Trace Analysis: Records the activity of a single user or a single process in detail

© SAP AG E2E040 3-22

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Change Control Management - Objectives

The standard covers two major areas of change control:change deployment

change diagnostics

Change deployment:Holistic view of an application change in a solution to ensure that all components are tested and released together, even if they are based on different technologies.

Change diagnostics:identifying

controlling

maintaining

verifying the versions of configurations and the values of parameters of the solution landscape components.

This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.

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Change Control Management - risks

Risks:No documentation of deployed changes

Inefficient issue resolution due to unclear impact of changes

Business requirements not meet due to untested features/functions

Unplanned down time due to “uncatched” exceptions and issues

This standard addresses the deployment and the analysis of changes in order to ensure that changes are executed without disruption of the ongoing business.

© SAP AG E2E040 3-24

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The Minimum Documentation standard defines the required documentation and reporting regarding the customer solution. Objects to be documented:

processes for solution operations

solution landscape

jobs

reports and programs

interfaces

SLAs

KPIs

Risks:No documentation of landscape and software components

Inefficient issue resolution due to unclear landscape setup

Inefficient implementation planning due to lack of landscape knowledge

As solution landscapes are maintained and adapted to meet the business demands, planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. This is the focus of the minimum documentation standard.

The key to successful landscape planning and operation is an accurate and complete description of the solution landscape itself with all business processes.

All reporting is based on this fundamental information, e.g. issue reporting.

This information is valuable to the various departments at the customer. Moreover, experts from SAP can utilize this information base.

© SAP AG E2E040 3-25

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To enable SAP experts to help customers in critical situations, remote access to the customer IT solution landscape has to be provided.Advantages for customers:

reduce costs

faster analysis and resolution of issues

accelerates the delivery of support services

increased availability of their solution

Risks:Unplanned down time due to inefficient analysis and resolution of issues

Remote Supportability contains five basic requirements that have to be met to optimize the supportability of customer solutions.

The customer support infrastructure must give external experts remote access to the required tools and information at the customer.

To provide efficient support, the system landscape must have a central access point that can be used to acquire specific information on the solution and quickly access the required tools.

Which application or technology is used to provide a service is irrelevant; what matters is that the service is standardized. Only in this way can services be offered efficiently.

To secure the smooth operation of business processes across different systems and quickly discover the cause of interruptions, an efficient support infrastructure must cover not only single applications but the complete customer solution.

Safe access must be guaranteed to ensure that incorrect changes are not made to the system and to reduce the risk of a problem. This can be achieved by following the authorization concepts of the individual applications.

© SAP AG E2E040 3-26

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© SAP AG E2E040 3-27

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The business process and interface monitoring standard supports the monitoring of the mission critical business processes

customers to identify problems preventively

Business process monitoring includes:monitoring activities

alert and problem detection

notification of experts

error handling procedures

end-to-end root cause analysis

Interface monitoring includes:monitoring activities of interfaces

legacy environments

Risks:Inefficient analysis and resolution of issues

Unclear responsibilities for processes

Unplanned downtime for business processesand solutions

The business process and interface monitoring standard supports the monitoring of the mission critical business processes, enabling customers to identify problems before they become critical or disruptive for the business.

Today’s system landscapes are often decentralized and consist of various interfaces to different systems, legacy environments, where customers and vendors use different technologies.

All those interfaces need to be monitored in terms of processing errors, backlog situations and performance.

© SAP AG E2E040 3-28

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The data volume management standard defines how to manage data growth by avoiding data creation, deleting data, summarizing and archiving data.Business process operations owns the data volume management standard. If the process identifies data to be reorganized or archived, these tasks are performed by SAP technical operations or IT infrastructure.

Risks:Increasing hardware costs (without need)

Negative performance impact

Due to the tendency to run highly interconnected systems (internal and external) and the business needs to have data instantly accessible, data volumes are growing and growing.

Simply adding additional disks to storage area networks (SANs) and storage subsystems over time generally worsens the situation.

Data volume scoping is the starting point of Data Volume Management. A detailed look at a customer’s systems identifies the major pain points and gives an outlook on the most beneficial measures to take when implementing a data volume management strategy.

Data volume reporting lists the archiving activities already performed and identifies additional reduction potential.

Reaching a “steady state” – that is the balance between additional new data and archived data – is definitely an SAP standard that is required to run SAP within given service level agreements over a longer period of time.

© SAP AG E2E040 3-29

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The job scheduling management standard explains the following activities:planning

creating

documenting

testing

scheduling

running

monitoring

Risks: Inefficient analysis and resolution of issues

Unplanned downtime due to a critical business process fails

Poor dialog performance due to bad job planning

The job scheduling management standard explains how to manage the planning, scheduling, and monitoring of jobs.

The standard also recommends setting up a dedicated team for job scheduling management as part of the business process operations or support organization. This team is responsible for the central management of the job schedule concept.

Job scheduling management is owned by business process operations, which executes the required tasks mainly in cooperation with the business process champion and SAP technical operations.

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Transactional Consistency safeguards data synchronization acrossapplications in distributed system landscapes.SAP provides:

best practices for check routines

consistency reports

procedures for synchronizing transactional data.

Risks:Unplanned downtime caused by inconsistent data

Wrong decisions based on poor data quality

No end-user acceptance due poor data quality

In the early IT days, transactional consistency and correctness was assured by the fact that there was an application architecture with one system, one disk sub-system, and one database. Commit cycles ensured the completeness of transactions at any time.

In today’s distributed system landscapes, transactional consistency cannot be assured anymore. Different business process “leading” systems require data synchronization across applications; several databases, on disk and in memory, have consistent states within themselves, but not across the units; on the sub-system level, data is stored across several storage systems.

To summarize today’s situation: within distributed system landscapes there is no synchronization point across systems within the business landscape (end-to-end) anymore that ensures data consistency and correctness.

By applying the transactional consistency standard, customers lower the risk for data inconsistencies across the different business applications.

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The system administration standard describes how all SAP technology must be administered to run a customer solution efficiently. Administration tasks are mainly executed locally, but can be accessed and triggered from a central administration system. This allows a unified access to all SAP technologies.

Risks:Instable systems due to wrongconfiguration

Unplanned downtime due to unclearadministration processes

low end-user acceptance due to system unavailability or poor performance

SAP technology comprises: SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware

The typical tasks of system administration include starting and stopping systems, applying changes to technical configuration, performing imports, and/or applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, running system diagnostics, managing jobs, and performing backups and recovery.

© SAP AG E2E040 3-33

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System Monitoring

The system monitoring standard covers monitoring and reporting of the status of IT solutions.To provide transparency to the business units, IT has to report:

service levels

capacity trends

solution quality on a regular basis.

Risks:Inefficient analysis and resolution of issues due to missing monitoring data

Unplanned downtime caused by “hidden” incidents

Poor operative planning (e.g. capacity planning) due to missing monitoring data and IT reports

While root cause analysis aims at problem resolution, system monitoring detects incidents automatically.

When agents report diagnostics data that exceed thresholds defined in a central alert framework, alerts are sent to the responsible experts in IT so that they can take corrective action.

If the required corrective action is not obvious, end–to-end root cause analysis has to be performed to resolve the incident.

System monitoring has an open bi-directional interface to send and receive alerts to and from third-party monitoring infrastructures. These monitoring infrastructures may be used by organizations to which a part of IT tasks have been outsourced or out-tasked.

Based on all data available in diagnostics, web reports are defined that focus on service levels, capacity trends or solution quality.

Reports are generated automatically and broadcasted to defined recipients in the customer business or IT organization.

In order to fulfill the demand of the business units within a limited IT budget, IT must industrialize and automate monitoring and reporting of the solution.

© SAP AG E2E040 3-34

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You should now be able to:Explain the SAP Standards for Solution Operations

Understand the assignment of standard owners as proposed by the Organizational model for solution operations

© SAP AG E2E040 4-1

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Standards Overview

Root Cause Analysis





Introduction

Strategy



© SAP AG E2E040 4-2

© SAP 2008

Root Cause Analysis

Contents:Scope of E2E root cause analysis

Tools to perform root cause analysis end-to-end across separate components and technologies

© SAP AG E2E040 4-3

© SAP 2008

Root Cause Analysis: Unit Objectives

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

© SAP AG E2E040 4-4

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Root Cause Analysis: Unit Overview

Lesson 6: Customer‘s Impact

Root Cause Analysis

Lesson 1: E2E Root Cause Analysis - Scope

Lesson 2: E2E Workload Analysis

Lesson 3: E2E Trace Analysis

Lesson 4: E2E Exception Analysis

Lesson 5: Availability E2E Diagnostics

© SAP AG E2E040 4-5

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Tools for Problem Detection and Resolution

.net C(++)ABAP Java .net

ComponentDiagnostics

Cross-ComponentDiagnostics

IT Reporting

Nail it Down

Isolate Component

Analytics

E2E Change Analysis

E2E Workload Analysis

E2E Exception Analysis

E2E Trace Analysis

SAP SOLUTION MANAGER

Mor

e ag

greg

atio

n,le

ss s

kill

spec

ializ

atio

n

Health CheckMonitor andAlert

PROBLEM RESOLUTION = ROOT CAUSE ANALYSIS

PROBLEM DETECTION = SOLUTION MONITORING

Evaluate

Aggregate

Select

Each system or software component relying on a certain technology stack (most often either ABAP,

Java, .net, or C++) provides proprietary diagnostics to fulfill common diagnostics tasks on that component.

SAP Solution Manager introduces a new layer of diagnostics that aims to isolate the component that is the root cause for an incident.

On top of this root cause analysis (problem resolution), Solution Monitoring and IT Reporting aim to detect problems proactively and report on capacity trends, service level agreements, and solution quality.

SAP Solution Manager 7.0 features four-cross component diagnostics capabilities:

• E2E Change Analysis: Makes changes to the productive landscape transparent (“Yesterday it worked, today it does not work; What has changed?“)

• E2E Workload Analysis: Isolates general performance bottlenecks in a solution landscape

• E2E Exception Analysis: Isolates exceptional situations, such as fatal entries in logs or dumps in a solution landscape

• E2E Trace Analysis: Records the activity of a single user or a single process in detail

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End-to-End Root Cause Analysis: Overview

Mobile

Office

SAP GUI

Client Server

Portal CRM

SRM

APO

ECC

Storage

E2E Trace Analysis

IO Subsystem

BMC Appsight forSAP Client Diagnostics


E2E Workload AnalysisIntroscope

BI XI MDM

E2E Change Analysis

Introscope

WWWBrowser

E2E Trace Analysis - Automated switch on and triggering of tracing and centralized display of trace

information E2E Exception Analysis - Understandable log messages in uniform format and complete context

information for crash situations E2E Change Analysis - Detection of changes to configuration and deployment, compare capability to

identify changes which causes incidents E2E Workload Analysis - Unified approach to store and display performance analysis and resource

consumption data cross-component

While End-to-End Change Analysis, End-to-End Workload Analysis, and End-to-End Exception Analysis cover the server side, End-to-End Trace Analysis spans the full cycle of a user request - from client to server to disk.

SAP has licensed two third-party products to complete the key capabilities in root cause analysis: CA‘s Wily Introscope for server-side root cause analysis, and BMC AppSight for client-side root cause analysis. Both products are highly adaptable and are delivered by SAP fully preconfigured for SAP products (containing instrumentation and dashboards for SAP). CA Wily Introscope is fully integrated in the server-side root cause analysis infrastructure of SAP Solution Manager.

Wily Introscope is included in SAP Solution Manager for SAP standard components. If customers want to support customer applications like SAP does, they can buy an add-on for SAP Solution Manager. This SAP Price List component is known as the Solution Support Enablement Package.

BMC AppSight is also included in the Solution Support Enablement Package. In SAP Solution Manager, the customer can record with the black box and its SAP configuration; however, the customer can only analyze with the BMC AppSight Console when they have licensed the Solution Support Enablement Package.

SAP engineers have full access both to Wily Introscope and BMC AppSight.

© SAP AG E2E040 4-7

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Third Party Tools Included in Diagnostics

Client DiagnosticsServer Performance DiagnosticsSAP Standard for

to create instrumentation for custom code

to create own dashboards (including definition of customized monitoring

thresholds)

NOT included in a SAP Solution

Manager 7.0 license

Use Appsight Console to analyze client logs recorded by the blackbox

... of Wily Introscope for SAP delivered instrumentation and dashboards

SAP Solution Manager 7.0

includes a license

Appsight is a system built on a unique problem resolution architecture that was

designed from the ground up with patented Black Box technology to optimize

the problem resolution process.http://www.identify.com (part of BMC)

Introscope is a performance management solution that enables you to monitor complex Web applications

in production environments 24x7. http://www.wilytech.com

(part of CA)

Scope

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

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End to End Diagnostics: Open Hub Architecture

Workload Exceptions Traces TechnicalConfig Changes

Open Diagnostics Hub Infrastructure

SAP Solution Manager: End-to-End Diagnostics

SAP PortalWeb Services and

xApps

DuetOffice Integration and Self-Services

.netWorldAnalytics

ESAExternal

Applications

JavaWorld

Client

APOBI

SRMSEM

APO

SRM

SEMR/3 ERP

Diagnostics has an open hub infrastructure that allows external applications or new SAP applications to hook in quickly (usually about one week of project to ensure basic support).

Open hubs exist for:

• Workload: A hub for performance and resource metrics

• Exceptions: A hub for critical status of an engine or an application (such as log entries of severity fatal and error, as well as dumps)

• Traces: A hub for the component to obtain part of the end-to-end trace in SAP Solution Manager

• Configuration: A hub providing technical configuration, by default once a day

• Changes: A hub that enables SAP Solution Manager to provide unified reporting on configuration, software, and content

SAP Solution Manager ensures that all diagnostics data is displayed consistently and is understandable over component borders.

SAP will connect all significant supported products to end-to-end diagnostics. A component is not hooked into end-to-end diagnostics until the component diagnostics is complete, stable, and understood.

If SAP does not hold a license and maintenance contract with its customers, products can be supported by SAP on customer request via a premium engagement (SAP MaxAttention). In this case, SAP would assess the component diagnostics of the third party and integrate the component into end-to-end diagnostics if appropriate.

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Root Cause Analysis






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E2E Workload Analysis – Architecture

ABAP

Java

J2EE

.Net

C / C++

e.g., TREX, ITS, Business One, MDM

e.g., Duet, .NET PDK, MobileClient

e.g., Portal, JavaWD, XI, BillerDirect, CRM-ISA

e.g., IPC

e.g., R/3, BW, XI, APOCRM

SAP Business Intelligence

Wily IntroScope(Standalone JVM)

RFC Interface

Statistic performance data for ABAPAggregated performance data for non-ABAP

DiagnosticsAgent

DiagnosticsAgent

DiagnosticsAgent

DiagnosticsAgent

IntroScope Enterprise Manager (SmartStor)

InfoCube

SAP Solution Manager(J2EE / ABAP stack)

Component-specific workload analysis

Cross-component workload analysis

SLA Reporting / EarlyWatch Alert

Data collection once a hour


The architecture consists of two different parts:

ABAP For the ABAP-world the workload data is collected (once an hour) with in the SolMan BI via RFC connection and aggregated in the BI.

Non-ABAP For the Non-ABAP-world the workload data is collected by the diagnostic agents and send in the Wily Enterprise server. There the data is first aggregated and then send (once an hour) to the SolMan BI and structured in the BI info cube.

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Support component and cross-component workload analysis as well as IT Reporting / EarlyWatch Alert

Provide a technical infrastructure to cover the different types of workload analysis:IT Reporting / EarlyWatch Alert (problem detection)Central cross-component analysis (problem detection problem resolution)Central component specific analysis (problem resolution)

Open infrastructure for integration of new componentsProvide an open infrastructure to integrate existing and upcoming software components independently whether it is produced by SAP or not (3rd parties, ISV solutions, partner products, competitor products)Minimize effort to integrate new components by using generic infrastructure components (e.g. WilyTech IntroScope, SAP BI) and by using UI generation technologies (e.g. IS dashboard definition, BI Web Reporting capabilities)

E2E Workload Analysis - Targets

Intentionally blanck

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End-to-End Workload Analysis: Start

Component-specific workload metrics

Select time frame

Select diagram

Workload metrics overview

To start an end-to-end workload analysis, log on to Solution Manager and execute transaction DSWP (solution_manager). Then select Goto and choose Start Solution Manager Diagnostics.

In Solution Manager diagnostics, choose Workload E2E Workload Analysis/.

Choose your solution and select all components.

Click Start to begin with your investigation.

The figure above shows the entry screen with feature description. Here you can get a good overview of the workload in your solution for the chosen time frame.

The values of the diagram can be displayed in different formats:

• Scatter: x-axis shows the accumulated response time; y-axis shows the average response time ( to help identify application scaling problems)

• Portfolio: x-axis shows the average response time; y-axis shows the hour of day; size of the balloon represents the accumulated response time. Critical situations can be identified by high ‚flying‘ big balloons.

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Checks to identify general performance problem on SAP ECC system

Depends on customer requirements(no general rule)

Average CPU time < 40 % of response time -wait time

Average DB time < 40 % of response time -wait time

Wait time < 10% of response time

Average roll wait time < 200 ms

End-to-End Workload Analysis: Example (SAP ECC)

Clicking on the tab “SAP ECC Server” shows the workload data from the ABAC stack. Dialog transactions are ordered by “Avg Response time” from slow (topmost) to fast. For each transaction you can drill down into the details by clicking the little handle (triangle) in front of the transaction name

If a problem is detected, the data in the workload monitor (transaction ST03N) can be used to identify the area of the system where the problem is located.

First check for general performance problems affecting all transactions. Good general performance is normally indicated by:

• Wait time < 10% response time

• Average roll-in time < 20 ms

• Average roll-wait time < 200 ms

• Average load (and generation) time < 10 % of response time (< 50 ms)

• Average database request time < 40 % of (response time - wait time)

• Average CPU time < 40 % of (response time - wait time)

• Average CPU time not much less than processing time

• Average response time depends on customer requirements; there is no general rule

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Checks to identify general performance problems on Enterprise Portal system

End-to-End Workload Analysis: Example (EP-1/3)

Check for high average response times in correlation to high number of executions per second

The above figure shows the workload summary for an Enterprise Portal.

By default you can see three metric types - iViews, Servlets, and Web Dynpro Applications with two key figures - Average Response Time and Executions.

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The time profile shows the most important workload metrics for a chosen time frame in graphical form.

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Check for iViews with high average response time and a high number of executions per second

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Demo

DEM

O

Open new IE Browser window

Go to the Solution Manager Diagnostics on the TT4-system: “http://twdfXXXX.wdf.sap.corp:50000/smd”

Login with:

User: sapsupport

PW: support

Select “Workload”

Select “E2E Workload Analysis”

Select the TT5-System for analysis

Select “start”

Select time frame last week

Explain the overview

Select tab “TT5 - SAP ECC Server”

Select “Top dialog” and show the dialog transactions

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Root Cause Analysis






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Customer

Black BoxLog File

Support

AppSight Black Box

“Capture”

AppSightConsole

“Identify”

Client-Side Trace and Analysis Workflow

Analysis of recorded log file byCustomer support usingAppSight Console or sending recorded log to SAP for further analysis.

Customer reproduces theproblem and traces it usingBlack Box with a recordingprofile provided by SAP.

BMC AppSight has a Black Box and a Console.

• AppSight BlackBox is the agent on the client that records diagnostics data. It uses the generic hooks in the operating system and does not need modifications to the application on the client. Details to be recorded are defined in Recording Profiles. A movie of the activities on the user’s desktop can also be recorded.

• Appsight Console is a tool to analyze the client side log recorded by the Black Box. You can jump from the Appsight Console into Appsight Code which is used for an in-depth analysis of information from the execution of the application (e.g. when was a function called and how long did the function run).

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InstrumentedBrowser

Enterprise Portal

ECC

WANNetwork

PresentationLogic

ApplicationLogic

Database

E2E Trace Analysis – Architecture

Create Passport1 Activate Trace2 Activate Trace3

Correlation IDTrace Flags

HTTP Header


HTTP Header


HTTP Header

End-to-End Trace Display in DiagnosticsIntroScope Transaction Trace

The E2E-Trace works with so called “Correlation ID” and “Trace Flags”.

Correlation ID The Correlation ID makes a trace result unique during request flow thru all involved components.

Trace Flags For all involved components that can handle trace flags they can activate/deactivate trace level automatically when a requests enters/leaves the component

All data from all components can be collected centrally within the diagnostics Trace Analysis Feature.

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Browser

Enterprise Portal

ECC

WANNetwork

PresentationLogic

ApplicationLogic

Database

End-to-End Trace Analysis: Example

Bad Java Script coding: over 20.000 loops over an operation on a date field

Use BMC Appsight for SAP Client Diagnostics to identify the root cause of bad client performance

Time is spent on clientUse End-to-End Trace Analysis to record the activity of a single user – browser to disk

No bottleneck on server side, so issue must be on client, network or performance of single execution on server side

Use End-to-End Trace Analysis to check server side performance

Finding examplesAnalysis Path

An Employee Self-Service (ESS) user experiences a performance problem in the browser.

The Employee Self-Service scenario is distributed over physical hosts with installations of SAP Enterprise Portal and mySAP ERP Human Capital Management as a back-end system. End-to-end workload analysis should find out which technology component the problems are related to.

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Central server-side trace enablingBecause of security reasons, it is necessary to enable E2E tracing on request instead of having it permanently switched on Application at managing system is necessary to switch on E2E tracing for all involved managed systems

Client-side trace triggeringOnly at end users client side the information about correlations between requests and clicks and between clicks and user scenarios are known E2E tracing is triggered by trace flags / levels and correlators (for user scenario, click and request) at client side

Central server-side trace analysisAt the managing system all component-specific trace summaries are collected for both functional and performance analysis with the intention to identify the process steps / components which need to be analyzed in deeper detail. From E2E Trace Analysis at managing system direct link to the local trace analysis tools at managed system has to be possible.

E2E Trace Analysis - Targets

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End-to-End Trace Analysis - Preparation

Steps to create an end-to-end trace:

Systems which are ready for tracing have a green state

Enable the trace for specific systems3

Execute the SAPIEPlugin.exe file on your local computer2

The execution of the SAPIEPlugin.exe file creates the displayed files on your local machine.

The systems which needs to be traced have to be enabled explicitly. The time for automatic disabling the tracing can be set in the ‘Options’ tab.

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End-to-End Trace Analysis – Entry Screen

Upload client side trace result

Upload previous downloaded E2E trace

From top level navigation choose the ‘Trace’ section

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End-to-End Trace Analysis – Options Tab

Steps to create an end-to-end trace:

Download the Internet Explorer PlugIn1

Here you can download the HTTP Plug-In for Internet Explorer

Download of the IE PlugIn is possible in the ‘Options’ section of E2E Trace Analysis tool

SAP Note 1010428 contains general information about the IE Plug-In

SAP Note 1041556 contains restrictions information about the IE Plug-In, and the downloadable Plug-In itself together with a user documentation (PDF File)

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1 7 64

5

3

2

End-to-End Trace Creation

To create an end-to-end trace, follow these steps:

• Double-click on ie-https.cmd to start a new browser window including the plug-in.

• Navigate to the target url for analysis.

• Enter the name of the transaction and transaction step that you want to record.

• Choose a session trace level.

• Enter the Solution Manager Diagnostics host and HTTP port.

• Start recording the transaction.

• Execute the task that you want to trace.

• Stop the transaction. The recorded transaction will be transferred to the E2E Trace Analysis tool.

• Enter a new transaction step name and choose New Step to continue tracing, or choose Exit to finish trace activities. If you choose Exit the recorded transaction.xml file will be uploaded automatically to your host.

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End-to-End Trace Analysis – Collect Data

Confirm the data collection from server side

To analyze a new recorded trace, it is necessary to collect the trace data from server side.

To do this mark the Business Transaction in the table and then confirm the pop up dialog window.

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End-to-End Trace Analysis: User Interface

1

4

3

2

To evaluate a trace, follow these steps:

• Choose Traces End-to-End Trace analysis and enter the solution and system.

• Select the transaction in the table. It is also possible to upload a recorded transaction (BusinessTransaction.xml in the SAPIEPlugin folder logs Transaction name).

• After selecting a transaction the transaction steps are displayed in tab form. Choose the step you want to analyze.

• Click Display to analyze the transaction step.

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End-to-End Trace Analysis: User Interface (2)

Is it possible to identify a problem area?

The first step is to analyze the accumulated time for the transaction step. Here it is possible to identify if the problem is related to the client, network, or server (including all involved back-end systems).

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End-to-End Trace Analysis: Server Analysis

Time consumption on different components (Summary)

If you open the ‘Server Analysis’ section, a a summary of the time consumption on different components will be displayed in an applet.

The Java applet requires the JRE 1.5 on the system.

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End-to-End Trace Analysis: Message Table

Choose the request with the biggest time consumption

Filter the cached requests

You can check for long-running server responses by choosing the Message table tab.

Check the sRT (server response time) column for long-running responses and select this request for more detailed analysis.

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Exercise I

EXER

CIS

E

Perform a E2E Trace Analysis

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Root Cause Analysis






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E2E Exception Analysis – Architecture

Component specific Exception Analysis

tools


InfoCube



AggregatedError Statistics

Non-ABAP installations

Diagnostics agents

ABAP-based installations

Solution tool plug-ins

The E2E Exception Analysis shows an aggregated view on Error statistics from the connected systems. For non-ABAB and JAVA systems the Diagnostics Agents collect this data specifically for each components and send the data to the Solution Manager BI BI. For the ABAP based systems a solution tool plugin is collection this data and sends it also to the Solution Manager BI.

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Easier and efficient diagnostics by identifyingThe most frequent errorsThe system and the applications causing the most frequent errors

Logs for all involved components are storedTo display top 20 frequent error pattern at managing systemTo display log entry grouped by different criteria (e.g. by software component, location, user) at managing systemTo jump from E2E Exception Analysis at managing system to specific log analysis tools at managed system (e.g. NWA LV, ABAP SysLog)

Dumps for all involved components are stored:To display dumps at managing systemTo display dumps grouped by different criteria (e.g. software component, user) at managing systemTo jump from E2E Exception Analysis at managing system to specific dump analysis tools at managed system (e.g. ThreadDump Analysis, ABAP Dump)

E2E Exception Analysis - Targets

Intentionally blank

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End-to-End Exception Analysis: Overview

Component-specific exceptions

Select time frame

Exception value overview

Select diagram properties / type

To start an E2E Exception Analysis, log in to Solution Manager and execute transaction DSWP (or SOLUTION_MANAGER), then navigate to GoTo Start Solution Manager Diagnostics.

In SMD, navigate to Root Cause Analysis -> Exceptions -> E2E Exception Analysis.

Choose your solution and select all components.

Click on Start to begin with your investigation.

The picture above shows the entry screen with feature description. Here you get a good overview of the exceptions in your solution for the chosen timeframe.

© SAP AG E2E040 4-37

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End-to-End Exception Analysis: Overview (History)

Day

Week

Time selection

For the Graphical Display, the standard Display Type is "History". In contrast to the Time Profile, the diagram type History displays the data as a time series without further aggregation.

The x-axis reflects the timeframe selected at the start of the application.

For time series, a two layered x-axis is displayed, where the next higher level of temporal granularity is displayed below the initial one. The axis' units depend on the timeframe selected for display (year, month, week, day, hour).

This display type allows the analysis of error frequency and how it behaves over time. Trends and peaks can be correlated with other occurrences in the managed system (user load, batch runs, restarts, patches, updates etc.) and lead to a more detailed analysis by narrowing down the timeframe and employing the Product Instance specific Views.

© SAP AG E2E040 4-38

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End-to-End Exception Analysis: Overview (Time Profile)

Summary of errors on all days of the month between 09:00:00 and 10:00:00

By selecting the "Time Profile", an aggregated Day Profile will be displayed, irrespective of the timeframe chosen. This diagram type is only available for the granularity "Hour". The graph shows the sum of all hourly values for the timeframe selected, e.g. if you select a full month, the number of errors between 07:00:00 and 07:59:59 on all days will be added and displayed for the x-value "08" (the eighth hour).

The intention of this kind of display is to allow you to quickly identify peaks which are directly correlated to typical working hours of your system.

Unexpected peaks during phases of low user activity could hint at scheduled job runs, restart, backup activities etc. causing critical or a high numbers of errors.

© SAP AG E2E040 4-39

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Rightclick

Summary view across all ABAP instances

End-to-End Exception Analysis: ECC Server Errors (1/2)

The View "ABAP SysLog Errors" is divided in two sections. The upper section displays a summary across all ABAP instances belonging to the selected system.

© SAP AG E2E040 4-40

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Instance specific view

SM21

End-to-End Exception Analysis: ECC Server Errors (2/2)

The lower section contains instance specific data. Individual instances can be selected with the drop-down box. The Jump-in feature is only available for the instance specific View.

The Jump-in feature takes you to transaction sm21 on the managed system.

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End-to-End Exception Analysis: EP (J2EE System errors)

Further Analysis with Log Viewer

E2E Exception Analysis identifies J2EE System Errors which the engine is writing to the dedicated log category "/System/Server/Critical" (defaultTrace). This new feature is supported if the managed system has versions NW2004 SPS21 or NW7.0 SPS13 or above. If a lower version is detected by the Exception Analysis application, the View will not be displayed.

The Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.

© SAP AG E2E040 4-42

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End-to-End Exception Analysis: EP (J2EE Appl. Errors)

Log Viewer

The source logs for the J2EE Application Errors are the same as for the J2EE System Errors (application.log and defaultTrace). All errors that do not belong to the category "/System/Server/Critical" qualify as application errors.

Analogous to J2EE System Errors View the Jump-in takes you to the NWA LogViewer by passing the location and the error text as search patterns for the corresponding log file.

© SAP AG E2E040 4-43

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Demo

DEM

O



Login with:

User: sapsupport

PW: support

Select “Exceptions”

Select “E2E Exception Analysis”

Select the additionally NetWeaver 7.00 for analysis.

Select “start”

Select time frame last week

Explain the overview

Select a component with errors or dumps and explain the errors in details and you also may drill down

© SAP AG E2E040 4-44

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Root Cause Analysis






© SAP AG E2E040 4-45

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Planned Release Roadmap for End-to-End Diagnostics

Mar08SolMan7.0 SP15

21Nov08SolMan7.0 EhP1

Mai09 SolMan7.0 EhP2

E2E Root Cause Analysis for Federated Portal, MDM 7.1, GRC Access Control, Message based Tracing for PI 7.1End-to-End Monitoring and Alerting InfrastructureEnd User Experience Monitoring

E2E Root Cause Analysis for BI Accelerator, Trex, CE 7.1, CRM 2007 and CRM 7.0, SRM 6.0, APO, SEM, Duet 1.5, BusinessByDesignEnd-to-End Trace enabled for SAPGUI, Internet Explorer 7 and MS VistaFull integration in Solution Manager Work Centers with optimized navigationSetup Simplification: One Guided Procedure for Solution Manager Basic Configuration including End-to-End Root Cause Analysis

E2E Root Cause Analysis for MDM 5.5 and Duet 1.0

2009

Oct07 &Mar07SolMan7.0 SP13

E2E Root Cause Analysis for ECC/R3, Portal incl. KMC, CRM 5.0, BI 7.0, PI 7.0

© SAP AG E2E040 4-46

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Solution Manager 7.0 SP 15 Required Software Versions

availableST-SER 700_2008_1 ST-SER

availablePI_BASIS 2005_1_700ST-A/PI

availableSP7BI_Cont

availableSP15Solution Manager

availableSPS14NW7/NW04s

AvailabilitySupport Package Release

Restrictions for Solution Manager Diagnostics and RCA SP 15 see Note 1126859

Solution Manager SP 13 is the release that is used by most customers with a up-to-date system. It consists of the “pieces” above and all of those components need somehow to be installed on the Solution manager.

Also the appropriate agents need to be installed in the managed systems.

© SAP AG E2E040 4-47

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Root Cause Analysis






© SAP AG E2E040 4-48

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Savings through E2E Diagnostics

Reduce License CostsTools for Service Desk, Root Cause Analysis and Solution Monitoring are included in SAP Solution Manager

Reduce Costs for Support Experts… for Root Cause Analysis by a targeted approach - one step

dispatching to the expert for component root cause analysis… for Monitoring by automated notification of alerts… for IT Reporting by automated report generation and broadcastingStandardization and Certification keep consultant rates at acceptable level

Reduce Time of Disrupted ProductionMission Critical Support – Solve Incidents efficiently and can avoid unplanned downtimes and business loss.

© SAP AG E2E040 4-49

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100,0%295Sum

1,7%5Security

6,8%20Documentation

20,3%60Training effort SAP

30,5%90Training effort int.

6,8%20Deployment

13,6%40Testing

16,9%50Development

1,7%5Specifications

1,7%5Project Management

%PDFunctions

Commercial Impact – E2E implementation project for a global SAP customer

“No lunch is free”

For customers the diagnostics implementation means an effort. Here comes the Overview of a very big European SAP customer for a E2E-implementation projects that was planned in the scope of an SAP HR-Solution.

The training effort (150 day out of 295 days) takes half of the investment. Because training the support organization is a key success factor for running E2E-Solutions.

© SAP AG E2E040 4-50

© SAP 2008

Henkel: E2E Solution Operations

© SAP AG E2E040 4-51

© SAP 2008

Weyerhaeuser: E2E100 Root Cause Analysis

Intentionally blank

© SAP AG E2E040 4-52

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Siemens: E2E Root Cause Analysis

Intentionally blank

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You should now be able to:Explain the scope and benefit of E2E root cause analysis

Describe the tools provided within SAP Solution Manager Diagnostics

© SAP AG E2E040 4-54

© SAP AG E2E040 4-55

Exercises

Unit: Root Cause Analysis Lesson: E2E Trace Analysis

At the conclusion of this exercise, you will be able to:

• Analyse an E2E Trace

1-1 What component (the name of the component) in the given solution that has been traced has consumed most of the time?

Training System

Web AS Java

RDBMS

Portal Platform

Front End PC

SAP ECC

Web AS ABAP

Client 800

SAP EP

JCO

TT5, hostname: twdfXXXX.wdf.sap.corp

Network

Web AS Java

RDBMS

SAP Solution

Manager

Web AS ABAP

Instance: 00

SAP Solution

Manager

Diagnostics JCO

TT4, hostname: twdfXXXX.wdf.sap.corp

http://<hostname>:55000/sld

http://<hostname>:55000/irj

http://<hostname>:50000/smd

SLD

Client 200

Instance: 50

Web Browser

SAP GUI

© SAP AG E2E040 3-1


Go to Solution Manager Diagnostics: “http://twdfXXXX.wdf.sap.corp:50000/smd”

Login with:

User: sapsupport

PW: support

Select „Traces”

Select as System role “Training System” Go to “E2E Trace Analysis” (Left panel) Click on the current trace here “Record Working Time”

© SAP AG E2E040 3-2

Upload trace data

Check for uploaded data. There are message for each data category that indicates a successful upload.

The appropriate data will be uploaded to the SolMan.

Select the step you want to trace (here “Step-1”).

Click on “Display”.

© SAP AG E2E040 3-3

Congratulations - this page shows you the E2E Trace information.

© SAP AG E2E040 3-4

Solutions

Unit: Root Cause Analysis Lesson: E2E Trace Analysis

1-1 Analyse an E2E Trace

Show participants the request with the highest server side execution time (sRT). This is usually marked red.

Click on the line.

© SAP AG E2E040 3-5

Underneth the Message table overview the “End2End Trace data” is viible after scrolling down. Here you see the call stack. In column Type you can see the type of request (HTTP, J2EE etc). the depth of the call stack depends on the available data.

Sometime ist is helpful to drill down further.

Within the J2EE-Stack you can call the Wily Introscope date in clicking on the “introscope transaction trace” (see red cycle).

The introscope transaction trace open in an new window and shows you additional information about the Java call stack.

© SAP AG E2E040 3-6

To check a specific call/request in Wily Introsocep you can go to Tab “Details” and choose “Webview”

The Wily logon-screen appears. Please log on with

User: Admin

PW: Admin89

© SAP AG E2E040 3-7

Wily jumps directly to the Java-calls that were reported in Wily. You can choose one and analyse the call details directly in Wily.

© SAP AG E2E040 5-1

© SAP 2008 / Page 1


Standards Overview

Root Cause Analysis





Introduction

Strategy


© SAP AG E2E040 5-2

© SAP 2008


Contents:Scope of E2E Change Control Management

E2E Change Diagnostics

Enhanced Change and Transport System

Change Request and Maintenance Management

Test Management

© SAP AG E2E040 5-3

© SAP 2008

Change Control Management: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics of E2E Change Diagnostics

Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments

Describe the goal and processes of the Change Request Management

Describe the characteristics of Maintenance Management

Describe the tools and benefits of Test Management

© SAP AG E2E040 5-4

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Change Control Management: Unit Overview

Appendix: Maintenance Overview for Selected SAP Applications


Lesson 1: Introduction to E2E Change Control Management

Lesson 2: Solution Landscape Documentation

Lesson 3: E2E Change Diagnostics

Lesson 4: Enhanced Change and Transport System

Lesson 7: Test Management

Lesson 6: Maintenance Management

Lesson 5: Change Request Management

© SAP AG E2E040 5-5

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Control the changes during the Application Lifecycle

Global / RegionalBusiness Process Champion

Solution Architecture

Solution Design

Program Management Office (Change Advisory Board)Change Request Management

DB / OS / HW Changes & Maintenance

IT Infrastructure

Solution Maintenance

SAPMaintenance Management

Solution Correction

End User / Key UserIncident Management

Application Management (Change Manager)

Change Deployment Application Changes Change Diagnostic

Workbench / Customizing Changes

Custom Development

Correction & Transport System Change System Diagnostic


The program management office is the central group in the customer business unit that is responsible for the overall planning, implementation and continuous improvement of the business processes in the solution landscape. All requests for changes (Solution Design, Solution Maintenance, Solution Correction) flow through this office and need to be integrated into a schedule of changes to the landscape. As such, change request management takes up the greater part of activities for the program management office. This office is responsible for managing everything from only day-to-day changes and adaptations to all release planning and major infrastructure technology shifts. Moreover, these activities must be aligned with all stakeholders.

The key interface between business and IT is the application management organization. End users, key users and the program management office use the services of IT for a wide variety of tasks. from solution landscape planning to implementation, from business unit re-quest handling to execution, from documentation standards, training and certification to management level reporting. Being such a central component, several of the introduced roles use the application management platform as their central working application.

It is essential that changes of the solution landscape are managed carefully to ensure for transparency of the changes. The Change Request Management standard ensures that standardized methods and procedures are used for efficient and prompt handling of all changes. Complementary to change request management, the deployment and the analysis of changes need to be addressed, in order to ensure that changes are executed without disruption of the ongoing business. This is the focus of the Change Control Management standard. The standard covers two major areas of change control: Change Deployment and Change Diagnostics for Application and System Changes.

© SAP AG E2E040 5-6

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© SAP AG E2E040 5-7

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SAP System Landscape Directory

System Landscape Directory

System Catalog: Landscape Description

Physical View: Technical System

Logical View: Business System

Software Catalog: Component Information

Product

Software Component

SAP Systems Data Supplier

Registered automatically

Third PartySystems

Maintained at customer site

Third PartyProduct &Software

Component

Maintained at customer site

Maintained at SAP CIM

Update

MasterComponentRepository

Component Types

Landscape Patterns

Possible Combinations

The SLD is running in the JAVA stack of a SAP double stack system or as a JAVA stand alone system.

At the SAP site, a Master Component Repository mirrors the data from the SAP Product and Production Management System (PPMS). Therefore the Master Component Repository contains up-to-date information about all available SAP products and their dependencies.

The content of the Master Component Repository is published at the SAP Service Marketplace so that customers can update their individual component information. The content updates are available as delta files.

Customers can add additional information about 3rd-party products and their own development activities that are in operation by them into their individual component information of their own System Landscape Directories.

The landscape description contains information about all systems and the installed products / components at customer‘s site.

Applications and tools (installation, administration etc.) use information from the System Landscape Directory as a central information provider.

Based on proven industry standards of the Distributed Management Task Force (DMTF): • Common Information Model (CIM) • Web-Based Enterprise Management (WBEM)

You can access SLD by pointing a browser to http://<server>:<port>/sld (where <server> is the SLD server and <port> is the J2EE HTTP port). You will be prompted for a user name and password.

© SAP AG E2E040 5-8

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Information Stored in SLD

Landscape DescriptionTechnical LandscapeLandscapesBusiness Landscape

Component Information

SLD is part of the J2EE Engine and can be reached like this: http://<server_name>:<http_port>/sld

It contains the following parts:

• Landscape Description

• Technical Landscape

• Business Landscape - Business Systems are logical systems that function as senders or receivers within the SAP NetWeaver Exchange Infrastructure. A Business System is always associated with a technical system.

Component Information

Name Reservation

• Namespaces (done only by administrators)

• Single names (done only by administrators – developers perform this task in the SAP NetWeaver Developer Studio)

© SAP AG E2E040 5-9

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Demo

DEM

O


Go to the Solution Manager on the TT5-system: http://twdfXXXX.wdf.sap.corp:50000/sld

Login with:

User: sapsupport

PW: support

Select “Landscape” and show the TT4 landscape

Select „software componants“ to show the TT4 software componants

© SAP AG E2E040 5-10

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Solution Manager

Managed systems

SMSY LandScape model (ABAP)

Solution Manager - IT Governance –

(ABAP)

Solution Manager - Diagnostic –

(J2EE)

SMD LandScape model with embedded pseudo SLD (J2EE)

ABAP based component

J2EE based component

Unmanaged component (C/C++, Java standalone, …)

SLD Data Supplier (SLDREG)

SLD Data Supplier (J2EE)

SLD Data Supplier (ABAP)

CIM via RFC (push)

CIM via HTTP (push)

RFC calls (push)

RFC calls (poll)

Managing system

Local SLD (J2EE)

Remote SLD (J2EE)

Landscape Modeling in Solution Manager

5

4

1

2

3

6

1

2 3

4 5

6

(1) ABAP based component pushes changes in deployment to SLD via Common Information Model (CIM) over RFC on regular basis

(2) J2EE based component pushes changes in deployment to SLD via CIM over HTTP on regular basis

(3) Unmanaged component (C/C++, Java Standalone, …) pushes changes in deployment to SLD via CIM over HTTP on regular basis

(4) ABAP based components are polled on regular basis to read deployment data and transfer to SMSY via RFC

(5) Remote SLD (or even several SLDs) is polled on regular basis to read deployment data transfer to SMSY via RFC

(6) SMSY pushes deployment data for ABAP and non-ABAP components to SMD Landscape Model

© SAP AG E2E040 5-11

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Introducing the Solution Concept

Solutions:Describe a group of systems, software components and business processesAre the basis for the operation scenarios

Solution MonitoringService DeskChange Request ManagementCollaboration

Provides handover information from the project phase to the operations phaseAny project change is copied to the solution directory after being set active

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Europe ERP

Europe CRM

Europe Solution

Asia ERP

Asia CRM

Asia Solution

US ERP

US CRM

US Solution

Global BW

Example: Design of Solutions by Regions

In this example the solutions are separated by regions.

The global BW system is part of all solutions

© SAP AG E2E040 5-13

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Global ERP

Global CRM

Financial Solution

Global BW

Global ERP

Global CRM

Logistics Solution

Global BW

Global ERP

Global CRM

HR Solution

Global BW

Example: Design of Solutions by Functional Areas

In this example the solutions are separated by functional areas.

All systems are part of all solutions but different business processes are running in each Solution.

© SAP AG E2E040 5-14

© SAP 2008 / Page 1

Solution Directory

Transaction SOLUTION_MANAGER is the central access point for all operation scenarios in the SAP Solution Manager

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

© SAP AG E2E040 5-15

System Landscape Management – Overview

© SAP AG E2E040 5-16

© SAP 2008 / Page 1

Workcenter System Landscape Management

© SAP 2007 / Page 1

Workcenter CapabilitiesOverview of systems and landscape

status, architecture, releaseDowntime managemen

Planning of single/recurringdowntime

Transport ManagementTransport Organizer etc

System InstallationLicence key generationSystem/RFC-connection setupCentral / local installation

Central TasksInstallation, Setup and Configuration(system and landscape management)Creating System / Server / DB entriescreate RFC connectionsGenerate installation keysSW-component overview

Related StandardsSystem AdministrationSystem Monitoring

© SAP AG E2E040 5-17

© SAP 2008

Demo

DEM

O

Go to the Solution Manager TT4

Login with:

User: E2E040-Owner

PW: training

Show the solution directory and the work center „system landscape management“ in TT4

© SAP AG E2E040 5-18

© SAP 2008 / Page 1











© SAP AG E2E040 5-19

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E2E Change Diagnostics: Characteristics

The Change Diagnostics supports customers in identifying, controlling, maintaining and verifying the versions of Configurations (e.g. OS/DB,SAP NetWeaver, Application, Customer Coding)

E2E Change DiagnosticsCentral entry point for analyzing changes in a solution BI methods to drill down from overviews to detailed lists of changesProviding hints for root cause analysis with data and trendsProviding accurate information on configuration parameters and their history (e.g. database parameters, ABAP parameters, JAVA parameters)Enabling the organization to standardize the solution configurationImproving security by controlling the versions of configurations in use

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E2E Change Diagnostics: Overview

Technical Configuration

Business Configuration

“Content”EP, XI, BI, SLD

CodingPatches, SP,Release

Productive Environment

Documented in SAP Solution Manager (SMSY)

Type of changes

Changes toProduction

Enhanced Change and Transport SystemConfiguration and File

Reporting

Tools

E2E Change Analysis

This diagram shows the different tools in E2E Change Diagnostics

Configuration and File Reporting extracts configuration parameter from Java or ABAP based systems and displays the parameter and their history in Solution Manager Change Diagnostics

The Change and Transport System records changes to Business Configuration (Customizing Requests) and Coding (Workbench Requests). The new Enhanced Change and Transport System is also able to transport Non-ABAP objects like Java archives.

Releases, Support Packages and Patches are documented in the SAP Solution Manager (SMSY).

E2E Change Analysis provides a BI based reporting on all changes in a solution.

© SAP AG E2E040 5-21

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E2E Change Analysis - Targets

Easier and efficient analysis by identifying changes:Did we change any technical configuration parameters?How many transports were imported last week?When did we import support packages?Which systems of my solution were changed?

Component-specific change analysis:Compare configuration parameters in the same system but for different timestamps. This is a typical use case in Root Cause AnalysisCompare configuration parameters within the transport landscapeCompare configuration parameters between multiple instances in order to achieve homogeneous parameter settings

Aggregated change analysis based on SAP BI:Aggregated view regarding changes appropriate to dedicated types as parameter change (DB, ABAP, J2EE, ...) and software change (ABAP transports, ABAP SP’s, J2EE deployments, ...)

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© SAP AG E2E040 5-22

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E2E Change Analysis – Architecture

Data collection once a day

InfoCube

E2E Change Analysis

Data collection once a day

Number of changes

Non-ABAP installations

Diagnostics agents

ABAP-based installations

Solution tool plug-ins

Parameter valuesConfiguration and file reporting

Solution Manager

Config store

The architecture of the E2E Change Analysis: It was developed on top of the existing configuration and file reporting.

Diagnostics agents continuously track the changes with the non-ABAB systems whereas a Solution Tool Plugin on the ABAP side collects the changed data.

It enhances the functionalities by adding data extractors also for ABAP systems. Furthermore it aggregates the information on recent changes by BI methods. The user interfaces for Configuration and File reporting and for E2E Change Analysis are available for both ABAP and JAVA systems.

© SAP AG E2E040 5-23

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E2E Change Analysis - Overview

E2E Change Analysis is integrated into the Diagnostics.

Navigate to Root Cause Analysis Configuration E2E Change Analysis.

In the first screen you see the number of changes for all systems of the solution in the selected timeframe.

© SAP AG E2E040 5-24

© SAP 2008 / Page 1

E2E Change Analysis – Overview (most recent change)

Select ‚History of Changes for the last two years‘ (This report reads the data of the current quarter and the 8 quarters before) and open the ‚Last Change Date‘ section.

The 'Last Change Date' table lists the date of the most recent change per change group and type.

Caution:

As changes cannot be determined for the time before the setup of the E2E Change Analysis, the overview report 'History of Changes for the last 2 years' may not necessarily show the changes of the last two years. The displayed timeframe is restricted by the setup of E2E Change Analysis. The report will probably take some time to display the result, because it reads data of several quarters.

© SAP AG E2E040 5-25

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E2E Change Analysis – ECC Server (Summary)

Depending on the type of the Product Instance a 'Summary' is displayed. For most types of Product Instances additional buttons for 'Details' or grouped changes are offered. The example shows an ECC Server summary.

The 'Product Instance - Summary' allows to identify in a chart or table view the grouped changes that are the best candidate for a further look on details.

© SAP AG E2E040 5-26

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E2E Change Analysis – ECC Server (Transport Requests)

The slide shows an example of the ECC specific change group ‚Transport Requests‘.

© SAP AG E2E040 5-27

© SAP 2008 / Page 1

E2E Change Analysis – EP (Summary)

For Product instance Enterprise Portal the changes are grouped by ‚Summary‘, 'Application Configuration', 'Dispatcher Configuration', 'Server Configuration', 'Node Type Independent Configuration' and 'Software Release' as shown in the screen shot.

© SAP AG E2E040 5-28

© SAP 2008 / Page 1

Click

E2E Change Analysis – EP (Node Type Independent Config.)

The screen shot shows the row of the ConfigStore ‚visual properties' with a green background color. Cells with a green background color allow calling the Detail Viewer to display the changed content of the ConfigStore.

© SAP AG E2E040 5-29

© SAP 2008 / Page 1

E2E Change Analysis – EP (Detail Viewer)

Details Viewer will display the changes of the config store ‘visual properties’ inthe timeframe e.g. 22/10/2007 to 25/10/2007

Details Viewer will display the changes of the config store ‘visual properties’ onthe date e.g. 24/10/2007 (header of the column)

A green background color is used for cells which have enough detailed information to offer a jump to the Detail Viewer to show the content of a ConfigStore. Depending on the cells information different time selections will be applied.

© SAP AG E2E040 5-30

© SAP 2008 / Page 1

Required Software Versions for Change DiagnosticsCurrently Solution Manager 7.0 SP 15 is avail.

available01J_CRM500ST-A/PI

availableSP7BI_Cont

availableSP13Solution Manager

availableSPS13NW 7/NW04s

AvailabilitySupport Package Release

Currently Solution Manager 7.0 SP 15 is avail.

Intentionally blank

© SAP AG E2E040 5-31

© SAP 2008© SAP 2007 / Page 1

Siemens: E2E Change control Management

© SAP AG E2E040 5-32

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Demo

DEM

O



Login with:

User: sapsupport

PW: support

Select “Configuration”

Select “E2E Change Analysis”

Select the additionally NetWeaver 7.00 Component

Select “start”

Select time frame last week or last month

Explain the change overview and show the change overview for the ECC and the Portal

© SAP AG E2E040 5-33

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© SAP AG E2E040 5-34

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E2E Change Deployment: Characteristics

The Change Deployment ensures that all components involved in an application change are tested and released together, even if they are based on different technologies.

E2E Change Deployment – Enhanced Change and Transport System (CTS+) and One Transport Order (OTO)

Connect Java Systems to standard Correction and Transport System (CTS) Non-ABAP applications inherit all properties of the ABAP Change and Transport System in terms of documentation, tracking and troubleshooting featuresManage transport of ABAP and non-ABAP-objects centrally with One Transport Order (OTO)Allows combined transports for mixed objects (ABAP, JAVA, …)Allows synchronized changes to business processes which run in ABAP and JAVA100% Compatible with SAP Solution ManagerNo need for upgrade of Java landscapes

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© SAP AG E2E040 5-35

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The different NetWeaver Development Environments integrated in SAP NetWeaverare based on different technologies

NetWeaver Development EnvironmentsABAP Development Workbench for ABAP codingNetWeaver Developer Studio, NetWeaver Development Infrastructure (NWDI) and its components are for JAVA coding, deployments and version controlThe Software Deployment Manager (SDM) is the Java Deployment tool (delivered as part of AS JAVA) to deploy Java patches, hotfixes or business packagesThe System Landscape Directory (SLD) is a central component in the Java Development Process (using NWDI) to register all landscape related information Enterprise Portal Content Administrator (build in to the portal) is used for Portal content deploymentsExchange Infrastructure Integration Builder is used for XI/PI content changes

SAP NetWeaver Development Environments: Characteristics

Explain the different development environments per NW technology component

ABAP Development Workbench is fully integrated within the ABAP stack to modify a ABAP system

Java Coding is decentralized: NetWeaver Developer Studio is the Java Dev Frontend on the delopers PC. The deplaoyments can be done manually via SDM to the target system or by using the NWDI to transport all changes

All system related configuration changes will be outomaticlly reported to the SLD

All changes to Portal content will be manually exported and imported to the target EP

All changes within XI/PI are usally tranported via export and import to the target XI

© SAP AG E2E040 5-36

© SAP 2008 / Page 1

Change and Transport System

Developer Studioand

NWDI

Exchange Infrastructure

Integration Builder

ABAP Workbench SE80 Development

LandscapeQuality

LandscapeProductionLandscape

QualityComponent n

QualityComponent 1

ProductionComponent n

ProductionComponent 1

.

.

.

.

.

.

check in

Transport Transport

Deploy Deploy

SCA

Enterprise PortalContent

Administrator

EPA

…(open Interface for

non-ABAP objects)

Manage Heterogeneous Development Environments

The Enhanced Change and Transport System (CTS+) improves the well proven ABAP Change and Transport System for all non-ABAP related transports.

It allows that changes from heterogeneous development environments can be transported with the well proven ABAP Change and Transport System. E.g. Java Archives can be checked in to transport requests as transportable objects.

After executing Import Methods to deploy the Java archives the Software Deployment Manager imports the package in the target system.

© SAP AG E2E040 5-37

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Demo

DEM

O


Go to the Portal Create and show a transport request in the TT5 Portal environment

Logon to the Portal http://twdfXXXX.wdf.sap.corp:55000/irj/portal with

User: “sapsupport”

PW: “support”

Login with:

Show the transport of an predefined iview in the TT5 Portal from the Dev-Portal to the Q-Portal

© SAP AG E2E040 5-38

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© SAP AG E2E040 5-39

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Change Request Management: Characteristics

The goal of the Change Request Management is to ensure that standardized methods and procedures are used for efficient and synchronized handling of all changes to improve the quality of your day-to-day changes to production

Change Request Management Transparency of all software changesFull documentation of each change: Each change in the system has a link to a Change Request and a Service DeskTool based collection of all RfC’s. No RfC will be lost anymore.Allowing to consolidate demands by bundling similar changes Allowing to schedule changes according to priority, category and possible impactAll changes have to follow a proven workflow. Only changes which are approved and tested come into production

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Three Tiers of Change Request Management

Management of all change requests

Change request categorization

Change documentation

Approval workflow

Status reporting

Complete change history

Change Admin

Customizing & Development (Realization)

Test execution

Seamless integration into TMS

Transport scheduling

Transport tracking

Change LogisticsProject Management

Project planning & budgeting

Project documentation

Customizing & Development (Specifications)

Test management

The Solution Manager provides 3 major building block to provide the Change Request Management

Change Administration for managing the change requests within Solution Manger

Project Management for project resource management and project and transport synchronization

© SAP AG E2E040 5-41

© SAP 2008


Change Request Management – Sample Process

Change Request

Service Message

DEV

QAS

PRD

Controlled transports

Controlled transports

Serv

ice

Des

kC

hang

e R

eque

st M

anag

emen

t

ChangeDocument

TaskList

Feedback

Maintenance Cycle

ChangeManager

RequesterService

Desk Employee

Tester

Developer

IT Operator

Show the workflow of the change request from the requester thru the development until the change is deployed thru the D-Q-P-Landscape.

© SAP AG E2E040 5-42

Change Request Management – Overview of Change Requests and Documents

Show the overview of the change request management in the work center Change Management

© SAP AG E2E040 5-43

© SAP 2008 / Page 1© SAP 2007 / Work Centers for SAP Solution Manager 7.0 - Overview Page 1

Work Center Change Management

Workcenter CapabilitiesChange Request InboxChange Document InboxMaintenance Transaction OverviewHotnews DisplayTesting Tools

Central TasksCreate Change Requests (approval)Create Change Documents (execution)Maintenance OptimzerTestingReporting

Related StandardsChange Request Management Change Control ManagementTesting

© SAP AG E2E040 5-44

© SAP 2008

Demo

DEM

O


Login with:

User: E2E040-Owner

PW: training

Show the work center „change Management“ and the entry screen for „Change requests”

© SAP AG E2E040 5-45

© SAP 2008 / Page 1

Different Levels of Control



Enhanced Change and Transport System (CTS+)SAP System ABAP Stack

ABAP

Better Control

Better Control

Improved Documentation

Improved Documentation

Java .net …..

Change Request Management in SAP Solution Manager is 100% compliant with the Enhanced Change and Transport System

On the lowest level transports are executed with proprietary transporting tools (e.g. Java tools).

These tools can be controlled by the Enhanced ABAP Change and Transport System (CTS+). This allows a better and central control of transports. Furthermore the documentation, a unique tracking and troubleshooting possibilities are improved.

On the next level of control transports in the ABAP Stack can be managed by Change Request Management in SAP Solution Manager. This increases the control of the full change process, including the incident, approval process and change realization process.

© SAP AG E2E040 5-46

© SAP 2008

TransportLandscapeCRM

TransportLandscapeEP

TransportLandscapeBW

TransportLandscapeERP

TransportLandscapePI

Development Landscape QALandscape

ProductionLandscape

DevelopmentEnvironment

SE80DS & DI

Portal ContentAdministrator

System

mySAP ERP

mySAP CRM

System

mySAP ERP

mySAP CRM

EnterprisePortal

System

mySAP ERP

mySAP CRM

EnterprisePortal

BW

EnterprisePortal

BW BW

ProcessIntegration

(XI)

ProcessIntegration

(XI)

ProcessIntegration

(XI)

DS & DI

SE80

SE80Integration

Builder

SE80DS & DI


Change Request Management in a Mixed ABAP/JAVA Landscape


Change Request Management can handle dependent transports in different systems.

In this example the Solution Manager Project comprises several SAP systems. The systems have dependent transports. All transports for the whole solution are bundled by the umbrella of the Solution Manager project. When the project goes live all transport requests that belong to the same Solution Manager project are imported at the same time. So all dependencies are considered automatically.

© SAP AG E2E040 5-47

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© SAP AG E2E040 5-48

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Maintenance Management: Characteristics

The goal of the Maintenance Management is to keep applications up to date and to standardized methods and procedures for efficient problemresolution.

Maintenance Management Support Packages to streamline problem resolution and implement bundles of corrections efficiently Troubleshooting is easier on a current support package level Implementation projects might require a current support packageConnected systems might require a current support packageLegal changes are required

© SAP AG E2E040 5-49

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Composite Applications

SAP NetWeaver 7.1(capabilities extending the foundation)

Accelerated Innovation

End-to-End Solution Operations

CompositionEnvironment Portal Business

IntelligenceMaster DataManagement

SAP NetWeaver 7.0(foundation for the SAP Business Suite)

Process ExtensionsEhP EhP EhP

SAP Business Suite

Enterprise SOA by Evolution Enterprise SOA by Design

SAP NetWeaver 7.1

Continuous Innovation

ERP CRM SCM

PLMSRM

EhP EhP EhP

Accelerated Innovation

Non

-SA

P

Business Process Platform Support for Continuous and Accelerated Innovation

For our Midmarket customers we have extended our portfolio in 2007 with SAP Business ByDesign, which is based on “enterprise SOA by design”, providing a game-changing suite of applications.

Some of the components, the process extensions, will be available for our customers to extend their functionality in the future. This will enable what we call “accelerated innovation”.

On top of that we provide the (NetWeaver) CE – the composition environment – to compose new applications based on web services, the Portal, BI, MDM and so on to enable our customers and partners to enhance their solution in a way, they don’t have to modify their solution – also providing “accelerated innovation”

Our challenge is now to support all of that providing End-to-End Solution Operations

© SAP AG E2E040 5-50

© SAP 2008

Enhancement and Maintenance for NW and ERP 6.0

New Enterprise Services

Industry-Specific Enhancements

Process and User Interface Simplification

Cross-Industry Functional Enhancements

Customers Adopt Innovation at their Pace

NextRelease

Enhancement Packages

mySAP ERP (2005) 6.0

SAP NetWeaver 7.0

2006 2007 2008 2009 20102005

© SAP AG E2E040 5-51

© SAP 2008 / Page 1

2011 2012

Release and Maintenance Strategy SAP ERP

2005 2006 2007 2008 2009 2010

mySAP ERP 2004

SAP R/3 Enterprise

47x200

SAP R/3 4.6C

SAP R/3 3.1I – 4.6B

SAP ERP 6.0**

Dec

Mar

Dec

Mar

Mar

Mar

2013

Dec

Mar

Mainstr.Maintenance

Ext. Maint. (+ 2%)*

Ext. Maintenance (+ 4%)*

Customer-SpecificMaintenance

Mainstream Maintenance Ext. Maint. (+ 2%)*



SAP R/3 Enterprise

47x110Mainstream Maintenance Ext. Maint.

(+ 2%)*Ext. Maintenance

(+ 4%)*Customer-Specific

Maintenance

Ext. Maint. (+ 2%)*


Customer-SpecificMaintenanceMainstream Maintenance

Ext. Maint.(+ 4%)*


Jun

Oct

Mar



Ramp-Up

2014 2015 2016


Mar

This strategy is also valid for all industry-specific add-on applications and SAP enhancement packages for SAP ERP based on the releases above.

* Overall payment is SAP Standard Support / SAP Premium Support fee plus additional fee of 2% or 4% of the maintenance base per year.

** SAP ERP 6.0 is the application release formerly known as mySAP ERP 2005. Potential maintenance extension for SAP ERP 6.0 pending partner negotiations.

The maintenance strategy for SAP applications is based on the following principles: SAP offers three successive maintenance phases: mainstream maintenance, extended maintenance, and

customer-specific maintenance. SAP provides support packages during mainstream maintenance and extended maintenance. The

delivery frequency of support packages is dependent on the maintenance phase. As part of its release strategy, SAP announces the planned duration of the mainstream maintenance

period for a release as soon as the release is announced. For SAP applications based on SAP NetWeaver 2004 and higher, SAP usually applies the 5-1-2

maintenance strategy: Five (5) years of mainstream maintenance One (1) year of extended maintenance (currently at an additional 2% fee) Two (2) years of extended maintenance (currently at an additional 4% fee) SAP is evolving the mySAP ERP major release schedule to a five-year rhythm to better align with the

customer adoption cycle. To ensure that customers take advantage of innovations while minimizing the impact to core operational systems, SAP plans to accelerate delivery of new functionality through enhancement packages that customers can optionally implement on top of mySAP ERP 2005. Enhancement packages are intended to contain functional enhancements and enterprise services in areas such as shared services, end-to-end business processes such as order to cash or “hire to retire,” supplier collaboration, and industry-specific functionality. The intent is to deliver more innovation, more quickly, in a more accessible way. SAP is thus ensuring the greatest possible protection of your investments by continuing to deliver high-quality ERP functions. We plan to deliver the next ERP release in 2010.

To find further information, please visit SAP Service Marketplace at service.sap.com/erp and service.sap.com/maintenance.

© SAP AG E2E040 5-52

© SAP 2008 / Page 1

Market CampaignComplaint Management

SAP Maintenance

Rollout Brazil

Implementation Projects

2007 2008 2009

One or two times per year

SP Stack

Hot News Top Notes

Periodic review and corrections….….

Urgent Corrections Notes/PatchesIncident ….

Maintenance Schedule for Customers Solutions

SAP HotNews

Contain solutions for customer problems with very high priority, such as systems standstills or data loss

Allow customers to filter and display SAP HotNews for their chosen components

SAP TopNotes

Inform you about on potential hot spots in your projects

Published on a monthly basis

Represent the ten most important SAP Notes for each component

Reviewed monthly by experts in the relevant departments and updated based on the current SAP Note customer usage rate

© SAP AG E2E040 5-53

© SAP 2008 / Page 1

Optimized Process for support package stacks


Maintenance Optimizer

Approve Import

Test

Release to production

Download

Approve download

Display relevant corrective SAP software packages

The Maintenance Optimizer controls the download of software patches and updates for all software components from SAP and from partners.

SAP HotNews Inbox controls the process from retriving, deciding on relevance and implementing Hot News

© SAP AG E2E040 5-54

Change Request Management – Overview of Change Requests and Documents


© SAP AG E2E040 5-55

© SAP 2008

Demo

DEM

O


Login with:

User: E2E040-Owner

PW: training

Show the work center „change Management“ and the entry screen for „Maintenance Optimizer”

© SAP AG E2E040 5-56

© SAP 2008 / Page 1











© SAP AG E2E040 5-57

© SAP 2008 / Page 1

Test Management: Characteristics

The goal of the Test Management is to provide efficient and smooth procedures for manual and script-based testing

Test Management Benefits: Reducing project costs and efforts significantlyContinuous tracking and status analysis of the test progressClear and detailed test descriptionsReproducible test results

The testing effort is between 20 and 30 percent of the total project effort. For maintenance projects like support package implementation and upgrades even up to 70 percent

© SAP AG E2E040 5-58

© SAP 2008 / Page 1

Test effort

Business inspired changes

IT inspired changes

There are many changes in the solution life cycle

- and every change requires testing

Business inspired changes

Mergers and Acquisitions

Continuous Improvements

Functional Upgrades

…

IT inspired changes

Technical Upgrades

Support Packages

Notes

...

Change is a Fundamental Principle – Testing a necessity

SAP Implementation

• Executive & LOB sponsorship

• Committed vendor/SI support

• Project budget

SAP in Production

• Silo teams with each their own focus

• Frequent Changes, Updates & Upgrades, SOX

• Limited Vendor, SI or other resources Usually 80% reduction in team size

© SAP AG E2E040 5-59

© SAP 2008 / Page 1

Testing along the Software Lifecycle

Implementation ProjectProject

PreparationRealization

Development/TestBusinessBlueprint

Final Preparation and Go Live

Test Concept

Unit Test (Debugging)ReviewReview

Regression TestU

ser A

ccep

tanc

e Te

st

OK

OKFunctionalsign off

Systemsign off

Test planning

Inte

grat

ion

Test

BusinessBlueprint Doc

Test Case Development

Operation, Release DeliveryB

ug F

ixin

g

Bug

Fix

ing

Testing & Bug Fixing is ~30% of total project effort

Test in Solution Manager

Perf

orm

ance

Tes

t

Code Freeze

Bug

Fix

ing

Fina

l Acc

ep. T

est

OK Performancesign off

In average testing and bug fixing consumes 30% of the project resources and duration. Testing shall be planned accordingly.

At the project planning and preparation the coarse testing phases are scheduled. The test coordinator plans the test phases in detail and supports the project manager in coarse planning.

During the business blueprint phase the test coordinator develops the test concept with support of the technical implementation team and the business analyst. The test coordinator ensures that while the business blueprint structure is build test cases are described and developed according to the business processes. Testers for the first test phase are nominated and invited.

Before each test phase an update of the test concept is required. The test coordinator verifies the test cases and ensures the creation and update. The test coordinator creates for each test phase a test plan and tester assignment.

© SAP AG E2E040 5-60

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Testing – Process in Detail

Central definition and preparation of test plans and packagesAssign test packages to Testers

Testers find test packages in theirpersonal Worklist and execute thetest e.g using eCATTs

Check the status of your tests in the Status Info System

Business Blueprint & Configuration

Test Plan

Register in Web Shop

Select Product

Update Shopping Basket

Business-to-Consumer

Create Order

Process Order

Order Processing

Business Processes

Internet Sales: B2C

Selected Business Scenarios

Register in Web Shop

Select Product

Update Shopping Basket

Business-to-Consumer

Create Order

Process Order

Order Processing

Business Processes

Internet Sales: B2C

Selected Business Scenarios

You organize tests after you have created a Business Blueprint and made initial configurations in the Realization phase.

The first step of test organization in more detail is creating a test plan. During the Business Blueprint phase, you have created a project structure, consisting of business scenarios, processes and process steps. You have then assigned transactions and test cases to process steps. When you create a test plan, the system will offer you exactly this project structure as a basis for your test plans. In addition, the system will also provide all those manual and automated test cases you have already assigned to processes or process steps, and you can select them for your test plan.

© SAP AG E2E040 5-61

Change Request Management - Overview of Change Requests and Documents


© SAP AG E2E040 5-62

© SAP 2008

Demo

DEM

O


Login with:

User: E2E040-Owner

PW: training

Show the work center „change Management“ and the entry screen for „Test Management”

© SAP AG E2E040 5-63

© SAP 2008

Performance Tests

Performance TestsResponse time of important transactionsRuntime of critical background jobsPerformance tests are usually highly automated

Load and Stress TestsDuring a Load Test, the performance of a system, depending on the amount of users working simultaneously in a system, is tested and monitored. Therefore, Virtual Users are deployed.A Stress Test analyses the performance of a system under extreme conditions, e.g. by creating mass data.Period-end closing test

Goal of both load and stress testing is the identification of so-called „bottlenecks“, that harm system performance.

In performance tests the throughput and response times of the system are measured. Performancetests are an important extension of pure functional tests. A prerequisite for the execution of performance tests is the functional correctness of the application to be tested.

© SAP AG E2E040 5-64

© SAP 2008

Loadgeneration by External Tools

Loadgenerator

Backend(e.g. ERP)

Server (e.g. EP)

Database

Operating System

Monitoring J2EE

Monitoring CCMS

Monitoring DB

Monitoring OS

Controller

Controls the test

Collects monitoringdata

The first step in the execution of automated load tests is to record scripts. Then the scripts can run in parallel.

The number of parallel executions is controlled by a controller.

The controller also collects monitoring data from the different systems and platforms which are involved in the test.

© SAP AG E2E040 5-65

© SAP 2008

SAP Loadrunner by Mercury - LoadtestGenerator

This is a screenshot of SAP Loadrunner by Mercury. In the box „Scenario Groups“ you see two different test scripts which run in parallel. In this example the script „test1“ is executed 30 times in parallel. The script „empty“ did not yet start. You can start and stop scripts or add virtual users with the buttons next to the „Scenario Groups“.

In the lower part of the screenshot, certain monitoring data is collected. The graphs show the number of virtual users (Vusers), the hits per second, the transaction response time and the Windows resources.

After the test run the monitoring data is available for further analysis.

© SAP AG E2E040 5-66

© SAP 2008

Change Control Management: Unit Summary

You should now be able to:Explain the characteristics of E2E Change Diagnostics

Explain the characteristics of E2E Change Deployment in Heterogeneous Development Environments

Describe the goal and processes of the Change Request Management

Describe the characteristics of Maintenance Management

Describe the tools and benefits of Test Management

© SAP AG E2E040 5-67

© SAP 2008











© SAP AG E2E040 5-68

© SAP 2008

2011 2012

Release and Maintenance Strategy SAP ERP

2005 2006 2007 2008 2009 2010

mySAP ERP 2004

SAP R/3 Enterprise 47x200

SAP R/3 4.6C

SAP R/3 3.1I – 4.6B

SAP ERP 6.0**

Dec

Mar

Dec

Mar

Mar

Mar

2013

Dec

Mar

Mainstr.Maintenance

Ext. Maint. (+ 2%)*






SAP R/3 Enterprise 47x110




Ext. Maint. (+ 2%)*


Customer-SpecificMaintenanceMainstream Maintenance

Ext. Maint.(+ 4%)*


Jun

Oct

Mar



Ramp-Up

2014 2015 2016


Mar

This strategy is also valid for all industry-specific add-on applications and SAP enhancement packages for SAP ERP based on the releases above.



© SAP AG E2E040 5-69

© SAP 2008 / Page 1


2011 20122005 2006 2007 2008 2009 2010 2013

SAP NetWeaver 2004

Mar

Mar

SAP BW 3.1



Dec

SAP BW 3.0B

Mar

Ext. Maint. (+ 2%)*

SAP NetWeaver 7.0**

Mar

Release and Maintenance Strategy SAP BW




Ramp-Up

Jun

Mainstream Maintenance

Oct

2014 2015 2016


Mar


** SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S.Potential maintenance extension for SAP NetWeaver 7.0 pending partner negotiations.


Ext. Maint. (+ 2%)*

SAP NetWeaver 7.1

Ramp-Up Mainstream Maintenance Customer-Specific

Maintenance

© SAP AG E2E040 5-70

© SAP 2008 / Page 1

2011 20122005 2006 2007 2008 2009 2010 2013

SAP CRM 2005(SAP CRM 5.0)

Mar

Mar

Mar

SAP CRM 4.0

SAP CRM 3.0, 3.1

Dec

Release and Maintenance Strategy SAP CRM

*** Restrictions for SAP CRM 4.0: 6.20 Java stack supported only until Dec 2006; only 6.40 Java stack supported beyond Dec 2006SUN JDK 1.3.1 (mobile scenarios using SAP CRM IPC): SUN will not support this JDK version beyond December 2006. There is no compatible replacement version for this JDK. Therefore customers can continue using this JDK at their own risk, or have to upgrade to a higher CRM release.Customers should take note of the supported SAP Kernel releases and their end of maintenance dates, and the supported operating system and database versions for each SAP Kernel release. SAP cannot support components provided by third-party suppliers (for example operating systems, databases and middleware components), which have run out of maintenance by their suppliers. The customer may therefore have to upgrade to more recent versions of these components

Ext. Maint. (+ 2%)*



Mainstream Maintenance***

Dec

Ramp-Up

Jun

Oct

Mainstream Maintenance Customer-SpecificMaintenance

2014 2015 2016

SAP CRM 2007(SAP CRM 6.0)

Ext. Maint. (+ 2%)*

Ext. Maintenance (+ 4%)*RU Mainstream Maintenance

Mar

Mar

Dec


** Potential maintenance extension for core application releases with RTC in 2008 and based on SAP ERP 6.0 or SAP NetWeaver 7.0 pending partner negotiations


SAP CRM 7.0** Ext. Maint. (+ 2%)*

Ext. Maintenance (+ 4%)*RU Mainstream Maintenance Customer-Specific

Maintenance

Nov

© SAP AG E2E040 5-71

© SAP 2008 / Page 1

SAP SCM 4.0

2011 20122005 2006 2007 2008 2009 2010 2013

mySAP SCM 2004(SAP SCM 4.1)

SAP SCM 2005(SAP SCM 5.0)

Mar

Mar

Mar

Mar

Jun

Mar

Release and Maintenance Strategy SAP SCM

Dec

Ext. Maint. (+ 2%)*



Ext .Maintenance (+ 4%)*

Ext. Maint. (+ 2%)*


Ramp-Up


Jun

Dec


2014 2015 2016

SAP SCM 2007(SAP SCM 5.1)

Ext. Maint. (+ 2%)*



Maintenance

Mar

Aug

Ext. Maint. (+ 2%)*


Maintenance

Nov

SAP SCM 7.0**




© SAP AG E2E040 5-72

© SAP 2008 / Page 1

2011 20122005 2006 2007 2008 2009 2010 2013

mySAP SRM 2004(SAP SRM 4.0)

SAP SRM 2005(SAP SRM 5.0)


Mar

Mar

Mar

Jun

Mar

SAP SRM 3.0

Ext. Maint. (+ 2%)*

Release and Maintenance Strategy SAP SRM

Ext. Maint. (+ 2%)*



*** Customer-SpecificMaintenance


Dec

*** SAP SRM 3.0: Requisite 3.5 supported only until June 2005; only Requisite 4.0 supported beyond June 2005 and to Dec 2006

Ramp-Up

Oct


2014 2015 2016

SAP SRM 2007(SAP SRM 6.0)

Ext. Maint. (+ 2%)*


Maintenance

Mar

Dec Mar

SAP SRM 7.0** Ext. Maint. (+ 2%)*


Maintenance

Nov

Mar



© SAP AG E2E040 5-73

© SAP 2008 / Page 1

2011 2012

Release and Maintenance Strategy SAP SEM

2005 2006 2007 2008 2009 2010

mySAP ERP2004

SAP SEM 3.2

SAP SEM 3.1B

SAP ERP 6.0**

2013

Ext. Maint. (+ 2%)*


Ext. Maint. (+ 2%)*


SAP SEM 3.5

Mar

Mar

Mar

Mar

Mar

Dec





Ramp-Up

Mainstream MaintenanceJu

n

Oct


2014 2015 2016



© SAP AG E2E040 5-74

© SAP 2008 / Page 1

2011 20122005 2006 2007 2008 2009 2010 2013

Mar

Mar

Mar

Mar



SAP NetWeaver 2004

SAP EnterprisePortal 6.0_6.20


Ext. Maint. (+ 2%)*



Ramp-Up

Dec

SAP NetWeaver 7.0**

Jun

Oct


Mar

2014 2015 2016

Release and Maintenance Strategy SAP Enterprise Portal


Ext. Maint. (+ 2%)*

SAP NetWeaver 7.1


Maintenance


** SAP NetWeaver 7.0 is the release formerly known as SAP NetWeaver 2004S.Potential maintenance extension for SAP NetWeaver 7.0 pending partner negotiations.

© SAP AG E2E040 6-1

© SAP 2008 / Page 1


Standards Overview

Root Cause Analysis





Introduction

Strategy


© SAP AG E2E040 6-2

© SAP 2008


Contents:

Job Scheduling ManagementBusiness Process and Interface Monitoring

Business Process Performance Optimization

Data Consistency and Data Volume Management

© SAP AG E2E040 6-3

© SAP 2008

Business Process Operations: Unit Objectives

After completing this unit, you will be able to:

Explain the characteristics and activities of the Job Scheduling Management

Describe the goals and processes of Business Process and Interface Monitoring

Explain the methodology and benefits of Data Volume Management

© SAP AG E2E040 6-4

© SAP 2008 / Page 1

Business Process Operations: Unit Overview


Lesson 1: Job Scheduling Management

Lesson 2: Business Process and Interface Monitoring

Lesson 3: Business Process Performance Optimization

Lesson 4: Data Consistency Management

Lesson 5: Data Volume Management

© SAP AG E2E040 6-5

© SAP 2008 / Page 1


Data Consistency Management


Business Process & Interface Monitoring

Business Process Performance Optimization

MRP Run 1000 Billing RunArchivingMRP Run 2000 ReorganizationBackup

MRP Run 3000 Transports


Besides the technical job documentation one should also document error-handling and monitoring procedures which also helps BPMon

If jobs exceed an expected maximum duration which might be detected by BPMon, then this might lead to a re-scheduling of the jobs

Jobs that check data consistency have usually a long runtime so that they need some special consideration in the scheduling. Additionally these jobs should often not run in parallel to dependent application related jobs. This leads to further scheduling restrictions.

Archiving and reorganization jobs have often long runtimes so that they need some special consideration in the scheduling. On the other hand the job runtime might be significantly improved by reducing the data volume to be processed

BPPO might reduce the runtime of long-running jobs or ease bottleneck situations by reducing the HW utilization of jobs.

© SAP AG E2E040 6-6

© SAP 2008 / Page 1

Job Scheduling Management – Process View

Business Department

IT Support Organization

Plan job request

Create job

Monitorjob

Test job

Run job

SAP Technology Operation Team

Perform Root Cause AnalysisError

Application Management Team

Create Job Request

Receive Confirmation

End/Key User

Schedule job

Document job

© SAP AG E2E040 6-7

© SAP 2008 / Page 1

Example productive jobnet HR

Necessary for Job Scheduling Management are:

• Overview of all business and maintenance activities

• Organization for Job Scheduling Management

• Concept for Job Scheduling Management

- Tasks and responsibilities

- Time schedule

- Escalation procedures

• Tools for scheduling and monitoring.

Centralizing the Job Scheduling Management concept (not only the scheduling but also the monitoring of these tasks) in one organizational group provides the following advantages:

There will be a reduction in the repetitive tasks across different system sites and module owners. Job Scheduling Management is a common task that is applicable across different areas, hence reducing unnecessary repetition. By occupying a central position Program Scheduling Management provides obvious benefits for freeing resource time.

There will be greater visibility of all the jobs running across modules (and in all systems). Therefore coordinating peak processing times, as well as finding open time windows can be controlled and coordinated more effectively by this centralization. As the organization grows and systems start to become distributed (APO, BW, CRM, EBP etc.), a central program scheduling area will have a better overview of cross system jobs (BW data extractions etc.) and will be able to ensure optimal job scheduling concerning limited time windows.

© SAP AG E2E040 6-8

© SAP 2008 / Page 1

Operation Phases for Job Scheduling Management 1/2

PlanningGet an overview of which activities have to be executedMake a time schedule for all activities

Scheduling or ControllingInformation gained during the planning phase is brought into action Actual job data is entered into system landscape Some activities require user action (such as raising an event or manual start of job)Check that all activities stay on schedule






- Time schedule






© SAP AG E2E040 6-9

© SAP 2008 / Page 1

Operation Phases for Job Scheduling Management 2/2

Monitoring and AnalysisSee if activities are canceled because of errorsFor certain background activities, error logs must be checkedBased on execution time, certain activities must be rescheduledReact to error situations (such as restart or abort background job)

All these activities should be performed centrally.






- Time schedule






© SAP AG E2E040 6-10

© SAP 2008 / Page 1

Influencing Factors 1/2

Time RestrictionsCertain business activities have time restrictions and requirements – such as the creation of deliveries between 8 a.m. and 9 a.m.

Resource RestrictionsHardware capacity (CPU, memory) is a restriction for activities running in parallel

Need for Maintenance ActivitiesPeriodic maintenance activities that require a time window or system downtime – such as database backups

Limitations on Activities Running in Parallel Functional limitations that certain activities should not run in parallel –such as document processing parallel to consistency checks

Hardware resources set a limit for the processing of parallel activities

Optimal performance and optimal throughput is reached if the hardware resources are used optimally

Hardware resources that can limit the parallel processing

• Number of CPUs (for application and database server)

• Available main memory

• Network capacity.

For an SAP R/3 infrastructure, available CPUs and memory are the most critical resources.

© SAP AG E2E040 6-11

© SAP 2008 / Page 1

Influencing Factors 2/2

Different Priorities for ActivitiesActivities in business operations always have different priorities – for example, document processing is more important than reportingPriorities are defined by the business and business owners

Different business owners see priorities differently – conflict!

Different Regional Requirements Regional subsidiaries of an international company can have their own requirements for scheduling activitiesCombination of the different requirements can be critical

In a solution landscape, some activities can be scheduled individually and others cannot. For example, you can schedule a database backup to run every night starting at 10 pm, but online sales order entry cannot be scheduled if customers place their orders by telephone. However, you can define a time window for customers calls, for example, the business hours of the call center.

Activities are associated either with business operations or with maintenance and administration.

• Business activities include all processing activities in the solution landscape that are required to run the business of the company. Typically, the activities come from the execution of the business processes or business reporting.

• Maintenance and administration includes all activities that are required to maintain and manage the hardware and software components.

© SAP AG E2E040 6-12

© SAP 2008 / Page 1

Scheduling Requirements

New Requirements in SchedulingWith SAP NetWeaver as an integration platform, cross-component business process automation is required for ABAP and Java.Major parts of business processes are ‘scheduled’ (time-dependent, event-triggered).The ‘conventional’ SAP scheduling functionality is not sufficient to fulfill the business needs.SAP Partners with Redwood SoftwareRedwood is an industry-leading job scheduling software company (in SAP and non-SAP environments). Redwood has a deep integration into SAP Net Weaver. Additionally, the long standing software partnership between SAP and Redwood is the best basis for building an integrated job scheduling solution.

© SAP AG E2E040 6-13

© SAP 2008

Comparison: SM36 vs. SAP Central Process Scheduler 1/2

Scheduling of SAP and non-SAP jobsCentral Scheduling for entire system landscape

Mainly event-driven scheduling (higher throughput)

Job priorities between 1-100

Several logical queues can be created (e.g. per application)

Job chain functionality (job can wait for several events to happen, parallelization)

Process automation depending on raised events

Scheduling of SAP jobs onlyScheduling for one system

Mainly time-driven scheduling

Only three different job classes A, B, C

Only two queues (class A vs. class B and C)

No job chain functionality (job waits at max for one job to finish, no external parallelization)

No automation possible

SM36 SAP Process Scheduler

With SM36 it is only possible to schedule SAP jobs. The same applies for the Basic Cronacle version for SAP NetWeaver. With the Full Cronacle version it is also possible to schedule non-SAP jobs, operating system commands and Java Beans

While it is only possible with SM36 to schedule SAP jobs in the one system you are logged on to, with Cronacle it is possible to schedule SAP jobs centrally across the entire SAP System Landscape. With the Full Cronacle version it is also possible to really schedule across the entire (SAP and non-SAP) System Landscape centrally.

With SM36 the majority of jobs is scheduled time-driven as there exist technical restrictions that jobs can only react on one event at a time. Hence the job schedule is quite static and fix. With Cronacle most of the jobs are scheduled event-driven as one job can wait for several events to be raised (e.g. do not start before job A, B and C have successfully finished). Hence the job schedule is more dynamic and most of the time a higher/faster data throughput can be achieved.

SM36 allows only the differentiation between three job classes (A,B,C) where C should be the regular job and A should be reserved for those jobs that have to be executed under any circumstance. Cronacle allows a much broader differentiation of job priorities, i.e. values between 1-100

© SAP AG E2E040 6-14

© SAP 2008

Comparison: SM36 vs. SAP Central Process Scheduler 2/2

Several time frames can be defined and included/excluded into each other

One job definition can be used with different parameters

Sophisticated workload (depending on CPU utilization, Memory paging etc. )

Job dependencies across systems (SAP and non-SAP) consideredEnd-user jobs can be intercepted

Possible to check if all related child jobs are successfully finished

Not possible to schedule periodic jobs only at certain time frames (business hours)

One job per variant (e.g. per plant)

Simple workload distribution (depending on free BTC work processes)

Job dependencies hardly considered

No control over jobs that are directly scheduled by end-users

No control over parent-child jobs

SM36 SAP Process Scheduler

A common problem for customers is how to proceed with users that want to schedule ad-hoc jobs? So in the SM36 environment you can just decide if you give authorization to end-users or key-users to schedule jobs or if you don’t grant this permission. Once users have this permission the operations team responsible for job-scheduling has no control over these jobs. With Cronacle it is possible to define specific users or user groups which are checked for ad-hoc jobs. Whenever one of the mentioned users schedules a job this job is intercepted and checked for rules on how to proceed. Should the job really run immediately or should it be scheduled at a later point in time.

Example: Many end-users schedule execute reports on Friday afternoon where they are just interested in the result on Monday morning when they are back in the office. These jobs might block valuable resources on Friday afternoon that are needed for important jobs that have to be finished until Saturday. Hence the end-user jobs could be intercepted and then run on Sunday when there is not much load on the system.

If you have one report that should be scheduled with different variants (e.g. for different plants) via SM36 you have to define and schedule one job per variant. In Cronacle you could define just one job and schedule this job just with different parameters according to the needed variant. Hence you find far less job definitions in the system.

Example for parent child job is given on the next slides

© SAP AG E2E040 6-15

© SAP 2008

Scheduling in SAP Central Process Scheduler (1/2)

This is the UI for the Central Process Scheduler

© SAP AG E2E040 6-16

© SAP 2008

Scheduling in SAP Central Process Scheduler (2/2)

How to schedule a job in the Central Process Scheduler

© SAP AG E2E040 6-17

© SAP 2008 / Page 1

Work center – Job Management

© SAP AG E2E040 6-18

© SAP 2008

Workcenter Job Management

© SAP 2007 / Page 1

Workcenter CapabilitiesCentral job monitoring listDisplay documentionScheduling viewReportsJob creation messaging

Central TasksJob monitoring consoleJob documentation repositoryJob schedulingReporting

Related StandardsJob Scheduling Management

© SAP AG E2E040 6-19

© SAP 2008

Demo

DEM

O


Login with:

User: E2E040-Owner

PW: training

Show the work center „Job Management“ and the “job scheduling” in TT4

© SAP AG E2E040 6-20

© SAP 2008 / Page 1








© SAP AG E2E040 6-21

© SAP 2008 / Page 1

Initial Customer Situation

Customer

Distributor

Warehouse

Supplier

Subcontractors

ProductionHeadquarter

EDIEDI

EDI

EDI

EDI

EDI

EDI

Complex solution landscape

Different systems in different physical locations

Large number of interfaces IT recognizes problem situation

Impossible to know business relevance of problem situations within the landscape

© SAP AG E2E040 6-22

© SAP 2008 / Page 1

Customer

Distributor

Warehouse

Supplier

Subcontractor

Production

Headquarter

CRMSCM/APO

SRM/EBP

WMSLegacy System

Legacy System

SAP R/3

Purpose of Business Process and Interface Monitoring

Who reacts? How? When is 2nd level informed? Who is the escalation contact?

CRM - C00

Create Sales Order

SAP ECC - TT5

Create Sales Order

Check Availability

Run MRP

Procurement Process

Manufacturing Process

Create Outbound Delivery

Post Goods Issue

Create Billing Document

Warehouse - TT5


Confirm Picking Transfer Order Post Goods Issue

SAP ENTERPRISE

PORTAL - EPP Create Sales

Order

Create Picking Transfer Order

Problem occurs somewhere in the solution landscape

Which part of the core business process is affected?

Purpose of Business Process Monitoring is to help you determine the business relevance of problems in your system landscape and enable your solution support organization to

• detect business critical situations as fast as possible (before they disrupt the flow of the business process) by defined monitoring responsibilities (who is supposed to notice the problem) and monitoring tasks (what has to be done to observe a problem)

• react effectively and efficiently in case of problems to solve them as quickly as possible by defined error handling procedures (how do you have to react) and escalation paths (whom do you have to contact if the error handling procedures don’t solve the problem).

This way, you prevent cost-intensive downtime of the business process.

© SAP AG E2E040 6-23

© SAP 2008 / Page 1

Typical Error Situations for Sample Process

CRM - C00

Create Sales Order

SAP ECC - TT5

Create Sales Order

Check Availability

Run MRP

Procurement Process

Manufacturing Process


Post Goods Issue

Create Billing Document

Warehouse - TT5


Create Picking Transfer Order

Confirm Picking Transfer Order

Post Goods Issue

SAP ENTERPRISE

PORTAL - EPP

Create Sales Order

MRP run not started

Job SD_CREATE_SALES_ORDERS_2Hcancels regularly

Replication of the Outbound Delivery fails

Goods Issues are not posted

Sample process “Order to Cash” for company IDES

The are typical error situations that would be covered by Business Process sand Interface Monitoring.

© SAP AG E2E040 6-24

© SAP 2008 / Page 1

Definition of Business Process and Interface Monitoring

Definition of Business Process and Interface MonitoringBusiness Process and Interface Monitoring is the proactive and process-oriented monitoring of the most important or critical business processes of a company.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.Organizational processes must be designed and controlled.

© SAP AG E2E040 6-25

© SAP 2008 / Page 1

Functional Scope of Business Process Monitoring

Includes the solution-wide observation of:Job scheduling managementKey Performance Indicators (performance, throughput)Business application logs (e.g., application log, due list log etc.)Business process completionData transfer via interfaces between software componentsTechnical infrastructure and components required to run the business processes

Comprises:Detailed procedures for error handling and problem resolutionPrecise definition of contact persons and escalation proceduresTight integration into the customer’s solution support organization.

© SAP AG E2E040 6-26

© SAP 2008 / Page 1

Starting Point for Business Process and Interface Monitoring concept

StrategicFramework

Technicaland Integration Design

Technical and Operations

Implementation

Cutoverand Start ofProduction

Operationsand Continuous

Improvement

Define and Create

a Monitoring Concept

Implement theMonitoringConcept

Start Monitoring

Continuous Improvement

Phases of a Software Implementation Project

Ideal Starting Point: Creation of Monitoring concept started during the “Technical and Integration Design” phase of implementation project

Later Starting Points:Establishing a Business Process and Interface Monitoring concept can be started during a later phase of at any time during the productive operation of the business processes.

A Business Process Monitoring concept is part of the operations concept for the entire solution. It should ideally be established during the implementation phase of a project and be handed over to productive operations with the GoLive of the business processes. This way the business processes are already properly monitored after they have gone live.

Creating a Business Process Monitoring concept consists of several steps.

© SAP AG E2E040 6-27

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APM

DIALOG

RACER

TARSYS

SOWAS

RECALL

MEDIF

Mailings

MAIL/KMAIL

MABON

Kreditorg. VIL

KOPAS/PROFIS

GEWAS

FAVAS

ELBA

UNFAS

Accident

BIBLO

PEDATIS-AVU

xsdLDE-LINIE

BALTIS / BAV

PENSION DIAS

Insurance

DEPOT/DB2

DE-HLS

LDE-RACER

xsdLDE-Mail

LDE-X500

WEGA

Example: Interface overview personal administration

PERSONAL -administration

BASIS 2

PEPlan

Course Planning

ORGMAN

WANDA

© SAP AG E2E040 6-28

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DFER

Time Management

Zimt-Kobra DB2

IDENTA

FI

DIALYS

Costs

Hours 1. SA61

Hours 2 SA29

K123S / Ye234Sovertimeit

Loan Reporting

V.I.S.Bank 2:BZA-Einzelnachweis

Bank 3:xx077ABank 4:yy970A

Consumers

Wesas:SA51 Payroll view

Wesas:Worked hours

Wesas:SA63 worked hours.

Houses

PVCSEDRDiv. Bank Interfaces BIAS-IKTS Bank internal

BKK-LBR / IDV-BKK

Depot

American Express

Liss

Sammelinkasso

VOTEX

VW-BKK

ZUBESY

4 Schnittstellen ZWP

Rentenversicherung

MBFGewerkschaft IGM

Internal Insurance

Statisches Landesamt Salessystem

Beitragsrückstellung

Medical

MABES

Time reduction

CO

Div. Bank Interfaces

Div. Bank Interfaces

Example: Interface overview Time and Payroll

Masterdata

Payroll

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PDAL1PLoanactive

MCX

XCD

PDSXCPKeys

PDEG1PPayrollLeave

xxEL1PLoanLeave

Pension

PDAG1PManager

active

PDAA1PExpatiots

Workers

PDDBNPName

PDRXAPLog –Files

Time –InformationPDDXBP

Ilnnesarchiv

PEZXSPKey 2

SocialContact.

PDV01PAvailability

PDZ01PAccess

PDNXGPBirthday

Accident

PDSXZPWorking-systems

Cost -center

PDFL1PSpecialWorkers

1

2

3

1,2

1,2,3

1,2,31,2,3 1,2,3 1,2

1B,2,3B

1,2,3

1B,2,3B

3B

1,2,3

2

211,2,31,2,3

2

1,2

3

3

1

111

1

DB will not be integrated

DB will be integrated

Example: System Integration

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Work Center - Business Process and Interface Monitoring

© SAP AG E2E040 6-31

© SAP 2008

Workcenter Business Process and Interface Monitoring

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Workcenter CapabilitiesBusiness process alert graphicsDrill-down from graphic to alert analysisReportingLink to projects and directory

Central TasksView alerts by processNavigate from process graphic to alertsReporting

Related StandardsBusiness Process & Interface MonitoringException HandlingData integrityJob Scheduling ManagementTransactional ConsistencyData Volume Management

© SAP AG E2E040 6-32

© SAP 2008

Demo

DEM

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Login with:

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Show the Work Center - Business Process and Interface Monitoring

Show the solution directory and then drill down in the business process monitoring

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Non-SAP SAP ERP

Step 2b

SAP SCM SAP BI

Step 5Step 2a

Step 4c

Step 1 Step 4b

Step 3

Step 4a

Input Output

Goal: The BPPO wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process

Goal of the Process Performance Optimization (BPPO) approach

Goal: Business Process Performance Optimization (BPPO) wants to provide a roadmap for performance analysis/optimization in the context of a (core) Business Process

Example of Data Flow from Legacy over SAP ERP, SAP SCM to SAP BI system

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Reduce utilization of hardware resources to manage business volume growth

Managing Performance if Business Volume is growing

Support Continuous Improvement

Detect and eliminate bottlenecks as early as possible

Performance of Processes after Go Live – Challenge of first Period Closing

Support Cutover / Go Live

Performance Analysis & Tuning

Check Performance of time critical Processes & Steps

Support Integration Testing

Our Value ChallengesRelevant Life Cycle Phase

When is BPPO applicable?

BPPO is most applicable if you anticipate or already faced performance bottleneck situations

The business processes and their dependencies need to be understood in both cases (during implementation and operations):

BPPO is applicable during implementation and operations

© SAP AG E2E040 6-36

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© SAP AG E2E040 6-37

© SAP 2008

Reasons for Data Inconsistencies: Why they occur

User LevelData inconsistencies due to

Real world operation ≠ system transactionWrong programming of transaction

Application LevelData inconsistencies within one system or between two systems due to

Logical inconsistencies in application integrationErrors in application programsAbsence of error handling

Technology LevelData inconsistencies due to

Absence of transactional correctnessData Loss


SAP provides standards for check routines and consistency reports/procedures that allow synchronizing the transactional data end to end across the different business applications.

Data Inconsistencies

Standard and best practice to avoid Data Inconsistencies

• Prevention Data Inconsistencies with Cross-System-Monitoring controlling transport logistics (“No Transports into a Running System” and “No Changes to Existing Customizing Objects)

• Ensure business continuity while having data inconsistencies and corrective activities

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Inconsistency Assessment

Which Business Objects and Processes are affected? What is the business impact of the inconsistency? Severity

Difference vsInconsistency

Technical Understanding

User Level

Leading Systems

Transactional Correctness

How has the inconsistent behavior been noticed and identified ? Is the difference reproducible or did it occur only once? Do the inconsistencies disappear and appear again after some time? Are the same inconsistencies reported? How did you see that they are the same?

How does the detection work technically? Which tables and table fields are compared? How is the data mapped?

Has a new system or process been introduced recently? Did the end user training contain instructions how to handle exceptions? Have the users been used to another system/transaction/report for similar tasks in the past?

What is the role of the involved system? Which one is the leading system? Which tables and table fields are mapped? Are interfaces to other systems involved in these steps or in prior steps regarding the used business data? What interface technology do you use between the two systems? Is custom made coding used? Do you trigger more than one step by one call of the interface? What measures have been taken to ensure that the interfaces are transactional correct? Please describe your monitoring and error handling concept

Goal of the assessment is to identify potential root causes. The same considerations governing the assessment need to be taken into account during daily operation of the systems and business processes. Very often one of the most crucial decisions to be taken is if you can continue working in the system or whether you have to stop the productive work. For this decision the situation and the possible impact of a continuation versus a stop of system usage needs to be gauged carefully based on the business impact in both cases. Thus, the first step of the assessment should be to understand the business impact and which processes and data are affected.

Once the severity of the inconsistency has been established and it is known which business process are affected the next step should be to investigate the inconsistency detection process and the inconsistency in more detail. The questions should aim to find out whether there is a true technical inconsistency or just a temporary difference.

Sometimes differences reported as technical inconsistencies with a request for correction are no real technical inconsistencies but for example temporary inconsistencies. Sometimes wrong data are compared, the used report is handled incorrectly or the results are interpreted wrongly. Correcting for example temporary inconsistencies leads again to inconsistencies. Therefore one of the first steps to be done for the root cause analysis of a reported inconsistency is to clarify how the inconsistency has been found. This process should be checked critically.

The next questions should collect more detail on the process and provide the technical data background to verify the correctness of the data mapping and inconsistency checking process.

When more than one system is involved other root causes than in a one system environment may exist. The analysis path differs from the path with only one system.

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Example reports to detect Inconsistencies

CRM: DIMa: Data Integrity Manager (CRM <-> R/3, CRM <-> mobile client database)

R/3, ECC: transaction LX23: Stock Comparison Inventory Management/Warehouse Management

APO: /SAPAPO/CIF_DELTAREPORT3 APO-CIF - Compare and reconcile transaction data

APO: /SAPAPO/SDRQCR21 R/3 APO SD Order/Deliveries, requirements and all SD Mapping tables

APO: /SAPAPO/TS_LCM_CONS_CHECK APO: Consistency Check for Time Series of DP and SNP of a selected Planning Area

APO: /SAPAPO/CONSCHK APO: Model consistency checker

APO: /SAPAPO/OM17 overall internal consistency between liveCache and APO-DB LC

R/3, ECC: SDRQCR21: Recovery of Sales and Delivery Requirements

R/3, ECC: transaction MB5K (RM07KO01): Stock Consistency Check

R/3, ECC: RM07MMFI - MM/FI Balance Comparison

© SAP AG E2E040 6-40

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Data Volume Strategy: Methodology

Data Avoidance

Data Summarization

Data Deletion

Data Archiving

Reduction of DB-growth

Reduction of DB-size +DB-growth

Data Volume Strategy

Overview of Standard Methodologies of DVM Strategy

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Data Volume Management Process 1/2

Data VolumeScoping

Data Volume Strategy

Identify the focus for reducing database size and growth

Decision on Optimization Strategy (Data Volume Strategy vs. Business Process Analysis )

Detailed analysis regarding the feasibility of implementing reduction options

Avoidance, Summarization

Deletion, Archiving

Considering business process requirements (workshops with business experts), technical constraints

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Data Volume Management Process 2/2

Data Volume Reporting

Focus on reporting of

Current database size and growth

Current data archiving activities

Reduction potential by data deletion and data archiving

Identification of

Additional data reduction potential

Optimization potential for data archiving

Basis for

Management Reporting

Decision-Making of follow-up actions

© SAP AG E2E040 6-44

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Sample Business Scenario: Distribution of the Top 20 Tables across Document Types

CO-Documents

EC-PCA-Documents

FI-SL-Documents

Cost Estimates

ML-Data

Compressed Data from FI/CO Documents

FI-Documents

Idocs

Application Logs

Object Status

Reservation/dependent requirements

Material Documents

Order completion confirmations

Analyzed DB-Size of 405 GB

COEP, COEPL, COSP, COSS

159 GB; 39%

RESB 24 GB; 6%

JEST 12 GB; 3%

BALDAT 11 GB; 3%

EDIDS 29 GB; 7%

BKPF, BSIS 22 GB; 6%

ACCTIT, ACCTCR 28 GB; 7%

MLIT, MLCR,CKMLPREKEPH

33 GB; 8% CKIS 17 GB; 4%

GLFUNCA 13 GB; 3%

GLPCA 31 GB; 8%

AFRU10 GB; 2%MSEG

17 GB; 4%

Shows the distribution of the top 20 tables across the document types

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Sample Business Scenario: Archiving History of SAP ERP System

12.542.77994624.257.568277Total

...…………………

269

78.665

3.015

35.543

5.160.607

590.589

21.320

2.049.756

5.260.731

5.953.137

5.099.460

612

Archived Objects)

88

8

2

4

120

26

9

75

181

205

178

5

Number of

Archiving Files

20.12.2002

19.10.1999

30.11.1999

25.10.1999

23.05.2004

26.11.1999

19.02.2003

22.07.2004

29.07.2004

22.07.2004

22.07.2004

22.11.1999

Last Run

6.78526.10.19992MMMM_EKKO

4.284.23121.05.200483CAIDOC

29.49325.10.19991MMMM_EBAN

553.00407.05.20048CO-PCCO_ML_SPL

1.600.36205.05.200411CO-PCCO_ML_DAT

1.637.00407.05.20046CO-PCCO_ML_IDX

5.97401.12.200290MMMM_SPSTOCK

32.27419.10.19991MMMM_MATBEL

561.34531.07.19997FIFI_DOCUMNT

89.08202.11.19997COCO_ORDER

3.682.91803.05.200412CO-PCCO_ML_BEL

46.25620.10.19994COCO_COSTCTR

Size of Archive Files (KB)First Run

Archiving RunsAreaArchiving Object

It shows the performed archiving activities on the system

Regarding the last run you can see if archiving is used currently and also how often and how efficient

Only complete arching runs (archiving write and deletion completed) are listed

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Example: Archiving Potential of Top Tables per Appl. Component

Archiving Potential per Application Component

CA

CO

CO-PC

EC-PCA

FI

FI-SL

MM

Others

11 %

13 %

4 %

15 %

4 % 3 %

37 %

13 %

24,9OTHERS

29,8MM

9,8FI-SL

34,7FI

9,8EC-PCA

7,6CO-PC

84,7CO

29,9CA

Archiving Potential (GB)Application Component

After the Top Tables with their archiving potential are identified, this archiving potential will be summarized on application level

This is helpful for decision for which area the implementation or optimization of the DVM strategy should be started

In the case above, the top areas are Controlling (CO), followed by Accounting (FI) and Material Management (MM) and Cross Application (CA)

© SAP AG E2E040 6-47

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0,0Rest of data (all years)

23,7Rest of years (data archivable)

1,82000

3,32001

5,92002

53,82003

145,32004

162,42005

Data Volume (GB)Year(s)

Example: Data Volume of Top Tables per Year

Archiving Potential per Year

2005

2004

2003

2002

2001

2000

Rest of years (data archivable)

Rest of data (all years)

6 %0 %

1 %

14 %

37 %

41 %

0 %

This example shows the distribution of the data volume from the top tables over then years.

In this example 2005 is the current year and we decide as assumption that the data of the current year could not be archived regarding an average residence time of 12 month.

If the inquiry day of DVR is e. G. in July 2005 so we calculate that also data of the year 2004 could not be archived. Note, this is a very rough calculation and should only give an idea about the reduction potential.

In this example we see that the data older than 2004 are candidates for archiving and we can estimate the reduction volume.

Rest of years (data archivable) regards data which are older than 2000.

Rest of data (all years) concern data of all years which could not be reduced by archiving, if a corresponding archiving objects doesn‘t exist.

© SAP AG E2E040 6-48

© SAP 2008© SAP 2007 / Page 1

Siemens: E2E Business Process Integration & Automation

© SAP AG E2E040 6-49

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You should now be able to:Explain the characteristics and activities of the Job SchedulingManagement

Describe the goals and processes of Business Process and Interface Monitoring

Explain the methodology and benefits of Data Volume Management

© SAP AG E2E040 6-50

© SAP AG E2E040 7-1

© SAP 2008 / Page 1


Standards Overview

Root Cause Analysis





Introduction

Strategy


© SAP AG E2E040 7-2

© SAP 2008


Contents:System Monitoring and System Administration

Service Level Management

© SAP AG E2E040 7-3

© SAP 2008

Technical Operations: Unit Objectives

After completing this unit, you will be able to:Explain the characteristics and benefits of System Monitoring

Describe the goals and processes of Service Level Management

Explain the characteristics of System Administration

© SAP AG E2E040 7-4

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SAP Standards for Technical Operations

The SAP technical operations organization groups all activities that are necessary to administer and monitor the IT system landscape in order to maintain and operate a successful IT infrastructure for the application landscape.

The key role for SAP technical operations is the system administrator.

Specifically, the main focus points are system administration and system monitoring.

Definition MonitoringMonitoring is a periodic, manual or automated activity to determine the status of a process or a component

We distinguish between a business level and a technical level of monitoring

Monitoring is a prerequisite for Alerting, Reporting and Analysis / Resolution


The system administration standard describes how all SAP technology (for example, SAP NetWeaver Business Intelligence, SAP NetWeaver Exchange Infrastructure, SAP NetWeaver Portal, SAP NetWeaver Mobile, SAP NetWeaver Master Data Management, SAP CRM Middleware, SAP APO Middleware, Duet Middleware) must be administered to run a customer solution efficiently.

The typical tasks of system administration include starting and stopping of systems, applying changes to technical configuration based on the change control workflow, performing imports based on a change control workflow, applying patches and Support Packages based on the change control workflow, creating or changing users based on a compliance workflow, performing system copies and installing systems, doing system diagnostics, managing jobs, and run backup and recovery.

System Monitoring

The system monitoring standard covers monitoring and reporting of the status of IT solutions.

The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.


© SAP AG E2E040 7-5

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Proactive Monitoring vs. Reactive Monitoring / Alerting

Expert Monitoring is manual work.Identify issues that are not captured via automatic monitoring.Should give hints for resolution of identified problems Identify problems that are based on long-running trends.

Administrators with expert knowledge in different areas are required

Reactive Monitoring tries to notify the administrators in critical situations as soon as possible.

Via automatic notification mechanisms

Definitions of Key Performance Indicators (KPIs) and their thresholds are required

Proactive Monitoring tries to avoid critical situationsbefore they occur.

To be reminded of the necessary monitoring tasks, interactive work lists are needed

Expert MonitoringReactive Monitoring / Alerting

Proactive Monitoring

In practice proactive monitoring means in most cases expert monitoring.

Tasks for proactive monitoring:

JAVA-World – Weekly Memory trend analysis.

ABAP-World – Analysis of time out for dialog transactions, dump analysis.

© SAP AG E2E040 7-6

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Solution Monitoring – Different Perspectives

AvailabilityAvailability Redundancy

PerformanceResponse times ThroughputWorkload/resource Management

AccuracyData integrityData currencyRecoverabilityScheduled maintenance

SecuritySystem usersSystem resourcesAccess controlIntrusion detection

Expectations

Responsibilities / Viewpoints

Systems Business Processes Interfaces

Time Schedule

Alert Monitoring “Keep the business running” tasks

Service Level Management & ReportingContinuous improvement, planning tasks

Business Scenarios and Components

SAP Customer Relationship Management

SAP Supply Chain Management

SAP Business Intelligence

SAP Basis System Databases SAP

ITSSAP

LiveCacheBusiness Connector

hourly tasks daily weekly monthly

SAP Logistics,SAP Financials

The users of an application are employees, customers, or partners (for example, suppliers) of the company that owns the application. The satisfaction of these users is one of the main goals that must be achieved. Accordingly, the monitoring concept must cover the performance indicators that correspond to the expectations and requirements of users.

You can ask, for example, "What will users expect from an Internet application that they use to place a goods order or make a bank transaction?" The answer will probably identify four main expectations:

• The application should be available when the user needs it

• The application should run with an acceptable performance

• The application should run correctly (in other words, users want to receive the product as displayed; in addition, the price on the bill should match the price on the order)

• The application should be secure, that is, no one should be able to manipulate user data

The business unit expects that performance problems and errors are detected proactively and resolved before they affect business continuity. To provide transparency to the business units, IT has to report service levels, capacity trends and solution quality on a regular basis.


© SAP AG E2E040 7-7

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Solution Monitoring

Solution Monitoring – Long-term and Real-time

System Monitoring

Real-time monitoring of business processes and system components based on the CCMS infrastructure


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


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

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

© SAP AG E2E040 7-8

© SAP 2008

Technical Operations: Unit Overview


Lesson 1: System Monitoring

Lesson 2: Service Level Management

Lesson 3: System Administration

Lesson 4: E2E Expert Competence

© SAP AG E2E040 7-9

© SAP 2008 / Page 1

Monitoring Concept - From where to start?

1. Solution LandscapeWhat are the critical Business Processes?Which components are relevant for critical Business Processes?

SAP EP

3rd PartySAP BW

SAP R/3

SAP XI

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

SLA

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

4. Tools and ProceduresWhich tools and functionalities are available / required to meetthe defined requirements?

Monitoring Concept:

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

© SAP AG E2E040 7-10

© SAP 2008 / Page 1

General Approach to setup Monitoring Concept

Solution Landscape

Tools and

ProceduresSLA Metrics and

ThresholdsMonitoring

Process Flow

document

Monitoring Results

document define define setup

Compare Results

Continuous Improvement in different phases of the software lifecycle

Steps to setup Proactive Monitoring and Alerting

Continuous Improvement

New / undetected incidents caused critical situationsChanges in the data volume / system workloadChanges in business processes landscape configuration

What should be done to recognize problems (new indicators)?

Are the threshold values still reasonable?

Are the new components / steps monitored?

receive

Steps how to set up Monitoring and Alerting.

Monitoring is a continuous process: different phases of the software lifecycle require to reconsider and maybe redefine threshold values

© SAP AG E2E040 7-11

© SAP 2008 / Page 1

Central Monitoring and Administration System (CEN)

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

SAPAS ABAP

Non-SAP component SAP AS Java

Agent

Solution Manager

Non-SAPTools

BusinessIntelligence

Central Monitoring Infrastructure

ABAP Stack

Java Stack

SAP NetWeaverAdministrator

SAP Basis ≥ 3.0

Agent

Agent

Agent

With the Central Monitoring System (CEN) it is possible to monitor:

• SAP R/3 systems,

• SAP Java Based Systems (AS JAVA),

• SAP ABAP based Systems (AS JAVA),

• SAP Double stack Systems (AS JAVA + AS ABAP),

• Non-SAP-Systems

For a central administrative approach, we recommend that you set up a “central operations hub”, a host on which a SAP NetWeaver double-stack system is installed for central monitoring and administration (CEN), together with other tools that support administrators in their daily work.

SAP strongly recommends that you use a dedicated, non business system for central monitoring with the highest release available to be able to use the newest functionality.

The central monitoring system can be the same system on which the SAP Solution Manager runs. This option implies minimum total cost of operations (TCO). SAP Solution Manager 7.0 is a double-stack system, which is based on SAPs newest platform called SAP NetWeaver7.0.

However, it may make sense to run the central CCMS monitoring infrastructure and SAP Solution Manager on two separate systems. This option implies maximum flexibility. With two systems, no dependencies exist regarding release und upgrade cycles. Moreover, company policy may demand to separate implementation and operation activities into two separate systems.

…

© SAP AG E2E040 7-12

…

The monitoring information of your system landscape can be displayed in monitors of CEN in CCMS itself. Alternatively, monitoring information can also be displayed in SAP NetWeaver Administrator and in Solution Manager, or in third-party system management tools via certifiable interfaces.

For non ABAP based systems, workload metrics are collected with Wily Introscope (a third party application performance management system licensed by SAP and free of charge to SAP customers for SAP standard products) and reported into SAP Solution Manager. They can be displayed in SAP Solution Manager either with Online Dashboards or End-to-End Workload Analysis (hourly aggregated). SAP recommends to implement End-to-End Diagnostics especially for all landscapes containing any Web AS Java based solution, SAP Enterprise Portal, SAP Exchange Infrastructure, BI with Java Frontend, Master Data Management, ERP 6.0 and CRM 4.x and higher.

© SAP AG E2E040 7-13

© SAP 2008 / Page 1

Proactive Monitoring and Alerting Infrastructure

BI Reporting

Wily EM

ABAP

CCMS Monitoring Infrastructure

COMPONENTDIAGNOSTICS

CROSSCOMPONENTDIAGNOSTICS

Proactive Monitoring and Alerting(HEALTH CHECK)

Currently not available


RZ20 Alert Management

3rd Party

Non-ABAP

Central Monitoring of SAP Landscapes With its Computing Center Management System (CCMS), SAP provides a flexible and universally

applicable infrastructure, with which you can monitor the entire IT landscape centrally and which proactively reports problems that occur.

CCMS is an integral part of SAP technology (for details review note 209834)

It is flexible and fully scalable.

Monitoring data from the whole landscape is displayed by:

• SAP NetWeaver Administrator

• CCMS Alert Monitors

• SAP Solution Manager

• Third-party monitoring tools

Open integration with third-party products

Free of charge infrastructure

© SAP AG E2E040 7-14

© SAP 2008 / Page 1

ALM

forwarding alerts viaemail, SMS, fax, pager,

Central Monitoring System (NetWeaver04, 07)

SAP Solution Manager 4.0 (incl. Diagnostics)

Introscope

IntroscopeEnterprise Manager

Wily Introscope

Diagnostics Alerting

Solution Manager 7.0(NW2004S)

also possible asCEN server

SolMan

Non-SAP

3rd party (Tivoli)

Alert Management

ccmsping

CEN

monitored system

sapccmsr, sapccm4x

Message server

IntroscopeAgent

SMD Agent

Environment Performance

Agent

Example: Alerting/Diagnostics Infrastructure

3rd party monitoring

alerting server (Tivoli)

CCMS

Tivoli CCMS end-point

saposcol

Here, an example alerting infrastructure of a real customer is shown.

The technology behind System Monitoring is based on so called agents.

Those collect data more efficient, collect additional data and enable a push technology for delivering alerts.

There are three basic agents:

• SAPCCMSR: Monitors components without any active SAP basis instance. This can be used on servers like ITS, Portals, and other servers that do not run an SAP basis instance. There does not have to be an SAP product on the server for this to be installed. Detailed operating system data by help of SAPOsCol which has also to be installed on the server.

• SAPCCM4X: Transfers CCMS alert monitoring data to the central system without using a dialog work process. This should be installed on systems that use a SAP basis system above release 4.X. This also includes the 6.X basis releases.

• SAPCCM3X: Connects SAP Systems 3.X to a central monitoring architecture delivering dispatcher‘s performance data.

• There are also additional agents that monitor specific technologies, such as Java, etc.

© SAP AG E2E040 7-15

© SAP 2008 / Page 1

Work center – System Monitoring

© SAP AG E2E040 7-16

© SAP 2008 / Page 1

Workcenter System Monitoring

© SAP 2007 / Page 1

Workcenter CapabilitiesSystem OverviewAlert InboxProactive MonitoringConnectivity MonitoringReports (systems / solutions)Job Monitoring

Central TasksSystem Monitoring OverviewProactive / reactive monitoring

Related StandardsSystem Monitoring

System Monitoring Overview

Alert Inbox • Create Service Messages for Alerts

Proactive Monitoring • ABAP / Java Monitoring

Connectivity Monitoring • ABAP / HTTP / TCP-IP connections

Job Monitoring (Background job monitoring)

Reports • Systems (IT Performance Reporting) • Solutions

- Service Level Reporting - Availability Reporting

Setup • Setup System Monitoring (guides you into the SAP Solution Managers Setup session) • Setup IT Performance Reporting (lets you install and configure the BI based IT Performance

Reporting) • Early Watch Alert (Configure settings for EarlyWatch Alert) • Service Level Reporting (Configure settings for Service Level Reporting) • Connectivity Monitoring (Configure settings for Connectivity Monitoring) • Solution Creation (here you can create a solution)

© SAP AG E2E040 7-17

© SAP 2008

Demo

DEM

O


Login with:

User: E2E040-Owner

PW: training

Show the work center „ System Monitoring“ in TT4

© SAP AG E2E040 7-18

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© SAP AG E2E040 7-19

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means to measure specific system parameters in accordance with Service Level Agreements between two parties (e.g. organizational units) involved in themanagement and operation of a SAP solution.

Goals of Service Level Management

Encourage both provider and customer to realize that they have joint responsibility.Makes the provider more focused and accountable.Encourage the customer to consider, document and define their real business needs.

Service Level Management Process

Continuous Improvement of the Service Level Agreement (SLA):

• Define the SLA

• Assign the SLA owner

• Monitor the SLA compliance

• Collect and analyze data

• Improve the service provided

• Redefine the SLA

Why is Service Level Management a process?

Changing number of user and data volumes

Growing business

Usage in new business areas

New and changing processes

Learning from earlier problems and experiences

Changing Business Requirements drive the change in system operations.

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AudienceExecutive ManagementLines of BusinessInternal to ITOutside customers

Types of ReportingExecutive SummaryAvailability Reporting, RecoveriesPerformance reportingWorkload VolumesSecurityCost AllocationDaily, weekly, monthly reports

Service Level Reporting

Service Level Reporting

… is an important communication vehicle between the IT department, the user community, and the lines of business. It should be viewed as a means for demonstrating the value of IT services and as a way to promote the quality of services provided by the IT department.

The types of reporting can vary and be adjusted according to the audience and involved stakeholders.

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Application Management Service Desk Expert Teams

User IT InfrastructureHardware, Software

Service Level Management (IT)Service Level AgreementService Level Reporting

Software Change Management

IncidentManagement

Escalation

De-EscalationContinuous ImprovementMonitoring

ReportingService GoalsService Goals

Problem Handling

Usage

CustomerBusiness Process Owner

Operational RequirementsAvailabilityPerformanceAccuracySecurity

CatalystR/3APO

Root CauseAnalysis

SLAs: Stakeholders and Interactions

In general the are two involved parties in operations of an IT system, the customer (Business Process Owner) and the Solution Operations Organization.

Between these two parties a Service Level Agreement proved by Service Level Reporting should be in place.

In the Service Level Agreement the Service Goals for Service Desk and Expert Teams are defined.

The Service Desk is the first contact for the end users in case of problems. The Expert Teams are informed to solve the problems.

System Administration is involved in Service Desk, Expert Team, and IT Infrastructure.

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Satellite Systems

System Monitoring

Continuous Monitoring:Service Data Download

(SDCC)

Real-time Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Service Level Reporting – Data Collection

SAP EarlyWatchAlerts

Business Processes

ServiceLevelReporting

Critical Alert Situations:

Business Process Monitoring

Real-time versus Continuous Monitoring in SAP Solution Manager.

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Possible Technical KPIs in Service Level Agreements

Categories for Technical KPIs

High Availability RequirementsSystem & Performance ManagementNetwork, Operating SystemInterfaces ManagementSizing, Data Volume, ArchivingFault and Error ManagementDatabase ManagementChange ManagementSecurity & User Management

Some examples of categories for technical KPIs in SLAs.

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Examples for Key Performance Indicators (KPIs)

Business KPIs99% of all orders placed before 2 p.m. are delivered on the same day95% of the trucks leave the warehouse before 4 p.m.99% of VA01 transactions have a response time less than 2 sec (requirement for telesales)Should be already considered during business process design.

Technical KPIsSystem availability > 99% excluding planned downtimeDB free space is always > 10% of the DB sizeCould be verified by the Service Level Reporting.

Examples for Key Performance Indicators (KPIs)

Some examples of business and technical KPIs in SLAs…

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Business and Technical Requirements

The business requirements drive the technical and operational environment in a solution landscape

Business requirements and constraintsOrders posted before 9 a.m. should be delivered the same dayOrders should be ready for delivery in the truck before 4 p.m.Time for picking and printing of transport documents is 2 hours Maximum number of fast orders per day is 10000

Technical and operational requirementsJob to generate picking list should be finished before 2 p.m.Parallel processing may be requiredDeliveries should be created as soon as possible, so create delivery job runs at 9 a.m.Jobs should be monitored in view of completionCreation and sending of IDocs should be monitored on a regular basis Error handling procedures for failed jobs and IDocs should be in place

Examples for business and technical requirements that result from the KPIs that have been defined.

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Technical KPIs - example

Example for a summary of main KPI values that come from a real customer SLA.

BI Web Reporting on system EBG (development system) and EBH (productive system).

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Solution Manager

Central Monitoring InfrastructureABAP Stack

Java Stack

SAP NetWeaverAdministrator

ABAPSystem

JavaSystem

Non-SAPComponent

Monitoring and management connectivity layer (JMX, Agents, etc.)

Monitoring and Management

Productive Landscape

SLD

NWASLDUMELog Viewer

CCMS Data and AlertsWorkload StatisticsDatabase AdministrationCentral User AdministrationTransport Management Service

System administration must be done on the ABAB and the Java stack of a NetWeaver installation, both locally and landscape-wide, using the appropriate tools provided by SAP Solution Manager, CCMS and, in the case of Java components, in NetWeaver Administrator, among others.

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System Administration – SAP Tools*

*does not show all available tools

ABAP stackCCMS Data and Alerts Workload StatisticsCentral User AdministrationTransport Management Service

JAVA stackSAP NetWeaver Administrator (NWA)Visual AdministratorSystem Landscape Directory (SLD) User Management EngineLog Viewer

Standalone EnginesTREX AdministrationMDM Console

DB Administration SAP Database CockpitDB Tools

The most important tools and functionalities available on both ABAP and Java stacks are: • CCMS Data and Alerts: The CCMS monitoring infrastructure provides central access to all important

monitoring information. For example, an aborted database backup triggers an CCMS alert. The operator in charge is notified. The operator enters the central operations hub, opens the corresponding CCMS monitor and starts the analysis function, which is attached to the backup alert. The analysis function guides the operator to the corresponding backend system, and displays the database backup log for further analysis.

• Workload Statistics: The workload statistics provide a central overview of the overall performance of the landscape components.

• Database Administration: SAP offers a database cockpit, which centrally offers key administrative functionality like analyzing missing database objects, backup planning, health checks. This cockpit is currently available for MAXDB and DB2, and will be expanded for other databases with the next major NetWeaver release.

• Central User Administration: offers central user maintenance and distribution to the backend landscape.

• Transport Management Service: controls the distribution of coding and customizing between landscape components (mainly from development to quality assurance to production system) to safeguard productive system availability.

• SAP NetWeaver Administrator (NWA) • System Landscape Directory (SLD): SAP J2EE application that contains all relevant information

about software products and components that can be installed in a system landscape, and a description of the current system landscape.

• The User Management Engine maintains users and roles for AS Java. • A central Log Viewer provides access to all key administrative logs of your backend systems.

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System Administration – possible IT Infrastructure

Mobile OfficeBrowserSAP GUI

Systems

Portal

CRM SRM SCM

ECC

DB /Operating System

IO Subsystem

BI PI MDM

Client /Business

Application

SEM

Web ApplicationServer

SLD Sol Man

Network

ABAP JAVA

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Example for managing a global NetWeaver landscape

SLD Prod

SLD Prod

SolMan/ CUA Prod

SolMan/ CUA Prod

SolMan/CUA Dev

MDM Prod

MDM Prod

MDM Prod (Win)(1

MDM QA

MDM QA

MDM QA (Win)

MDM Dev

MDM Dev (Win)

MDM IT

MDM IT (Win)

MDM Prot

o

MDM Proto (Win)

XI Prod

XI Prod

XI QA

XI QA

XI Dev

XI IT

XI Prot

o

NWDI Dev

EP QA

EP QA

EP Dev

EP IT

EP Prot

o

EP Prod

EP Prod

SLD WAS 7.0Solution Manager 7.0 SP02

Existing server

New server

NWDI WAS 7.0 J2EE

HW cluster

MDM 5.5 SP05 SAP XI 7.0 based on WAS 7.0 (Java/ABAP)

SAP Enterprise Portal 7.0 (NW Java Server)

TREX indexing engine Prod

TREX indexing & search engine

Dev

TREX indexing & search engine IT

TREX indexing & search engine

Proto

TREX 7.1 on Red Hat EL 4 64bit

TREX search engine Prod

TREX indexing engine Prod

TREX search engine Prod

SLD IT

SLD Prot

o

Here, as an example, a NetWeaver landscape of a real customer is shown.

The Landscape consits of 5 stages

• TREX 7.1 (on Linux)

• EP 7 on HP-UX (Java Stack)

• XI 7 on HP-UX (Double Stack)

• MDM on Windows

SLD on HP-UX (Java Stack) has three stages

Solution Manager on HP-UX (Double Stack) two stages

NWDI (Java Stack)

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Work center – System Adminstration

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Workcenter System Administration

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Workcenter CapabilitiesOverview of systems and tasksUser Mgmt for ABAP/Java Systems Administrative Tools (locally on managedsystem)

ArchivingDB AdministrationOutput AdministrationStart / Stop SystemAS Java AdministrationSystem Related Tools

Related links (systemwide)DBA CockpitPrinting Assistant for landscapeSolution Manager Diagnostics

Central TasksManage regular administrative tasks (e.g. User Management, CCMS Monitoring etc)

Related StandardsSystem Administration

Manage regular administrative tasks

• E.g. background jobs, ABAP short dumps, spool output requests, lock entries

• User management, CCMS Monitoring etc

Overview of systems and respective tasks

User Management of ABAP and JAVA servers

• User Management

• Identity Management

• Log On Groups

• Single Sign on

Administrative Tools

• Archiving

• DB Administration

• Output Administration

• Start / Stop System

• …

© SAP AG E2E040 7-34

• …

• AS Java Administration

- Configuration Browser / WIzard

• System Related Tools

- BI Admin Cockpit

- Portal Administration

- SOA Manager (PI/XI)

- TREX Administration

Setup

• Central System Administration

• Create new solution

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Demo

DEM

O


Login with:

User: E2E040-Owner

PW: training

Show the work center „ System Administration“ in TT4

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System AdministrationArchitecture, Root Cause Analysis,


Improve the technical operation of your solution in terms of performance, stability, and cost-effectiveness.

AnalysisAnalysisExpert WorkshopsExpert WorkshopsDocumentationsDocumentations

E2E Solution

Operations for XI

E2E Solution

Operations for EP

E2E Solution

Operations for CRM

E2E Solution

Operations for BI

E2E Solution Operations Training

SAP System Administration Workshops – E2E Expert Competence

SAP System Administration:Reviews main aspects of solution operations individually for your SAP Solution, such as

ArchitectureInterface settingsDatabase administrationRoot Cause Analysis tools and processesMonitoringPerformance optimizationChange and transport management and functionalitiesRecovery and backup

Optimizes areas of solution operations, which are critical for your core business processes.

To help you with the administration of your SAP solution, SAP offers the service SAP System Administration. This service is part of SAP's Solution Management Optimization portfolio of services, which improves the technical operation of your solution in terms of performance, stability, and cost-effectiveness.

The service extensively analyzes the most important aspects of system administration with respect to core business processes affected by SAP. If a company runs a SAP solution, the IT department, multiple other departments and the implementation project team are involved in the administration. They work together and distribute tasks to administrate the solution and it is here that challenges occur. SAP System Administration makes sure that all parties involved have clear responsibilities for running the solution.

Duration of Delivery

Depending on the complexity of your SAP solution and the focus areas required, the duration of delivery is subject to change.

The delivery of the SAP System Administration service is typically seven days in duration.

The preparation lasts one day. The Kick-Off and the following Assessment are normally one to two days in length and are performed by one or two SAP Support Consultants.

Following the assessment, there is a three to five day workshop and a wrap-up session on the final day.

The post-procession which is used to finalize the reports will take another one to two days.

The time required before you see the results of optimized operations depends on how quickly you implement the recommendations from the workshop and the final report.

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You should now be able to:Explain the characteristics and benefits of System Monitoring

Describe the goals and processes of Service Level Management

Explain the characteristics of System Administration

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Standards Overview

Root Cause Analysis



Run SAP-Implementation Methodology and Roadmap


Introduction

Strategy


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Contents:Run SAP: The methodology to implement E2E Solution Operations

Run SAP

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Run SAP: Unit Objectives

After completing this unit, you will be able to:Explain the structure of the Run SAP methodology Explain the phases of a Run SAP projectImplement E2E Solution Operations using the Run SAP methodology

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Run SAP: Unit Overview Diagram

Lesson 3: Run SAP Assessment and Scoping Phase

Lesson 4: Run SAP Implementation Phases

Run SAP

Lesson 1: The Structure of Run SAP

Lesson 2: Run SAP Phases

Lesson 5: SAP Services for Run SAP

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Run SAP Overview

Project Lifecycle View to Implement E2E Solution Operations

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations



Concept

ChangeManagement

Concept


Design


Concept


Concept

Setup Operations



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation



Final Testing



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Run SAP Methodology

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations



Concept

ChangeManagement

Concept


Design


Concept


Concept

Setup Operations



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation



Final Testing



Run SAPPhases

Assessment and Scoping


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Run SAP Roadmap Delivery

Roadmap ContentWork packages and Topics to each Phase with Description

SAP Best Practices and Implementation methodologies

Service OfferingsSAP Active Global Support SAP Consulting

TemplatesAcceleratorsUseful Links

Project Phases

Run SAP is delivered as a RoadmapWith SAP Solution Manager Content component ST-ICO 150_700 SP14Via Service Marketplacehttp://service.sap.com/runsap

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Explaining the Roadmap Structure

Project phases

Work packages and topics for each phase

Description of the selected work package or topic

Relevant accelerators, links, services, and best practices

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Demo

DEM

O

Go to the http://service.sap.com/runsap

Show the current Run SAP Roadmap in the service market place

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Run SAP




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Run SAP PhasesOverview

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations



Concept

ChangeManagement

Concept


Design


Concept


Concept

Setup Operations



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation



Final Testing



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Run SAP PhasesAssessment and Scoping

Assessment &Scoping


Design Operations

Setup Operations


Initialize the ProjectCollect the business requirements and the technical requirements for the operational changes. Define the scope. Work will all stakeholders to agree on needed features and scenarios , keeping in mind that not all features and scenarios work together.Analyze possible influences of the operational infrastructure.Set up of the project with work packages, time schedule, resource plan.Analyze the environment. Are organizational changes needed?

The "Assessment and Scope" phase will be described in detail in Lesson "Run SAP Methodology"

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Run SAP PhasesDesign Operations

Design the operations processesBased on the results of scoping:

Analyze the existing processesAnalyze the current toolsetAnalyze the possible interdependencies between new processes

Produce a blueprint for the processes and an efficient usage of the toolsDesign new or improve existing operational processesAdjust the SAP Standards to the needs of the organizationDetermine the tools to be used in the future

Plan the testing of new operational processesDocument the testing approachStart to prepare the relevant test cases

Train the employees for the new processes

Assessment &Scoping


Design Operations

Setup Operations


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Run SAP PhasesSetup Operations

Implementation of E2E Solution OperationsRoll out the new processes

Install the required technical infrastructure, e.g., SAP Solution ManagerSet up all defined and created scenarios, for instance, register new thresholdsTest the existing and the new operational processes– Does it work as designed?– Are there errors?– Have new interdependencies been uncovered?

Prepare the organization to deploy the new processes and toolsConsolidate the milestones of all activities in the scenario

Assessment &Scoping


Design Operations

Setup Operations


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Run SAP PhasesHandover into Production

Assessment &Scoping


Design Operations

Setup Operations


Begin running E2E Solution OperationsEnsure the support organization is able to manage the solution

Organize the handover from the project team to operations teamLet them work in parallel for a certain time

Ensure all processes and tools are in placeRun regression tests if critical IT processes were impactedTest the tools under productive conditions and tune if necessary

Ensure comprehensive testingValidate all test protocols Use check lists

Organize the support after go-liveWho is responsible?How can that person be contacted?

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Run SAP Phases Operations and Optimization

Operating the live solution and optimizing its operationDaily operations

Ensure daily operations perform properlyOptimize the new processes and adapt them for new challenges

OptimizationReview existing operations processes and identify opportunities for improvementOptimize the usage of tools; use enhanced functionsFind synergies that help to increase the performance of the organizationControl the successful enablement of the organization and identify opportunities for upskillingEstablish a change circle for inclusion of new requirements to the existing processes

Assessment &Scoping


Design Operations

Setup Operations


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Run SAP




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Run SAP– Getting StartedOverview

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations



Concept

ChangeManagement

Concept


Design


Concept


Concept

Setup Operations



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation



Final Testing



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Assessmentand Scoping

The Methodology of Implementing SAP Standards

Targets?

Stakeholders? Volume?

Packages?Staff?

In general, Assessment and Scoping can be divided in these three parts:

Pre-project phase Project setup

Project environment

Schedule?

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

In the Assessment and Scoping Phase the foundation for the whole Project is built

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The Pre-Project Phase

Pre-project phase

Analysis of operational requirementsDefinition of project scopeDetermination of technical requirements Identification of the operational infrastructure architecture

TasksConsensus on project scopeInformation for the project setup is documentedRough idea of budget and scheduleResource requirements identified

Results

The target of this phase is to get an understanding of the facts, the needs, the possibilities, and the consequences of the requirements.

The Pre-Project Phase can consist of one or more workshops and some meetings.

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Project Setup

Determine the resource requirements (time, funding, people) of each work packageDefine a detailed project planAdjust the plan with the stakeholdersAcquire the needed resources

TasksDetailed project planBudgetStaffed project teamKickoff meeting

Results

Project setup

The starting phase of the project has to be done by the project manager together with the stakeholders and the core team of the project.

The objective of this phase is to get define the structure of the project.

An official kickoff meeting is recommended to generate an understanding of the project’s objectives.

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The environment can significantly influence the project:

Should this project be aligned with a development project?Are changes in the organization planned?What is the strategy of the company with outsourcing/out-tasking?Are there technical dependencies to existing solutions? (For instance HA-Concepts)

The Influence of the Environment

Run SAP Project

Development projects

Organizational changes

Businessstrategy

Daily ops

Environment of the project

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Run SAP – Getting StartedOperational Requirements Analysis

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

GATHER REQUIREMENTS Check operations against SAP Standards: identify gapsIdentify the stakeholders of business and IT to get their inputDocument legal, statutory, business, and IT-related requirements

Best Practices:Prepare a set of requirements for the specific needs of operationsFacilitate workshops with the stakeholders of the solutionAnalyze and evaluate the requirements to assign them to operational services and SAP standardsRecord, verify, and evaluate the requirements

Result:Comprehensive documentation including quantitative and qualitativedescriptions, with input from all relevant stakeholders

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Run SAP – Getting StartedScope Definition and Scope Management

Scope DeterminationScope Planning Scope Verification

Scope Change Control

Scope DefinitionScope Management

Ongoing

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

IDENTIFY THE PROJECT SCOPE

Scope PlanningDetermine the basic procedure for defining the scopeDefine and document project constraints (budget, pre-existing contracts, strategic decisions such as for outsourcing, and so on)

Scope DeterminationDetail requirements and analyze these based on costs, duration, resourcesAssociate costs with each requirementPrioritize the requirements with stakeholders

Scope VerificationConfirm the defined scope as complete and correct by stakeholders

Scope ManagementMonitor how scope is followed during the course of the project.

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IDENTIFY IMPACT TO OPERATIONS INFRASTRUCTURENeeded changes in infrastructureOther tools? New licenses?Hardware updates

Best Practices:Analyze the scope of the project under the aspects of operational infrastructureReview the existing infrastructureCross-check the results with the result of Operational Analysis Requirements, as well as the defined project scope

Result:Documented technical infrastructure requirements and architectural needs for the implementation of the end-to-end solution operations

Run SAP – Getting StartedTechnical Requirements and Architecture

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

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PLAN PROJECT AND NEXT STEPS

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

Result:Work breakdown structure, tasks for the implementation are definedProject plan/schedule with dependencies between the areasStaffing listPurchasing plan in case additional tools, hardware, services, or training is required

Run SAP – Getting StartedProject Setup

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

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

Best Practices:Produce a concept of Organization Model, Standards, Processes and Procedures

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

Run SAP – Getting StartedGovernance Model for Operations

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

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INCREASE THE CAPABILITIES OF THE SUPPORT ORGANIZATION

Plan and implement the upgrade of an older SAP SolutionPrepare the organization for eSOA

Best Practices:Define a specific business strategy and values from a top-down perspectiveOptimize the existing operation organization from a bottom-up perspectiveDefine upgrade strategy

Result:Access to latest application and technology features of SAP softwareEmpowered support organization

Run SAP – Getting StartedPlan Solution Transition to eSOA

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup

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Project PlanAlignment of Standards to the ASAP roadmap

Minimal DocumentationRoot Cause Analysis



Change Control Management Testing

Job Scheduling ManagementBusiness Process Monitoring and Exception Handling

UpgradeEnterprise SOA Readiness

System Monitoring

Incident Management

Transactional ConsistencyData Integrity



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

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

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Alignment of Standards to the ASAP roadmap 1

Minimum Documentation should not start later than the design phase. SAP recommends to starts in parallel to design phase with defining the doc-types and doc-standards.


This functionality is needed to make the analyzing of errors between components faster and easier. The standard should be ready not later than the first realization of integration activities, better already when implementation starts in order to be able to analyze functional problems during implementation. The operations team can be trained in a productive equivalent environment.

Root-Cause-Analysis

Monitoring should be started with the transition of the solution to the productive environment. It is recommended to define and implement the procedures and tasks in development environment.

System Monitoring

Remote Supportability is needed during the implementation phase, as any analysis of the system from SAP (consulting, support) requires system access.


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

Incident Management

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


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


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

Test Management

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


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

Business Process Monitoring and Exception Handling

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


Data Integrity is needed after Go Live, when productive data arecreated. Data integrity

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eSOA Readiness means the capability of an organization to support and to operate an eSOA architecture. eSOA Readiness

The Upgrade standard is relevant during the complete project live cycle. If you perform an upgrade with Upgrade Factory, it will be a separate project parallel to the Run SAP project.

Upgrade

Ideally, the DVM is already considered during the blueprint phase. Business processes and data management should be designed according to the aspects of data avoidance, data summarization and later archiving strategies.


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Practice Example: The Charm Company

Charm Company owned a big SAP Solution to sell different servicesThe industry sector has short innovation cycles and so the processes in the SAP Solution have to be adjusted often and irregularlySome people at the business side can generate tasks for development and everybody knows his own special developer Every developer is able to transport the changes to test and productive systemIn the near past there were some crashes in production At every crash operations was surprised and also not able to analyze the causes in a short time and make a quick trouble shooting

Situation

The Management of Charm Company wants to get out of the chaotic situation: "We need flexible changes but It should be possible to process these developments without any system downtime"

Request

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Incident ManagementChange Request ManagementChange Control ManagementTest ManagementMinimum DocumentationWith deeper analysis maybe also System Administration, BPM and so on

Requirements:Flexible IT and stable IT-OperationsControlled, documented, pursuable ChangesFast trouble shootingIncident ManagementLess crashes with better Testing?

Charm Company - Assessment and ScopingRequirements Analysis

1. Operational Requirements Analysis

Result: Applicable E2E Solution Standards for the Charm Company

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Charm CompanyResult of Requirements Analysis

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


ChangeManagement

Concept


Concept

Incident Management

Change Request ManagementChange Control ManagementTest Management

Minimum DocumentationRemote SupportabilityRoot Cause Analysis

After Requirements Analysis the yellow Standards and work packages are relevant


Concept


Design


Concept

System AdministrationSystem Monitoring

Business Process Monitoring and Exception HandlingData Volume Management; Job Scheduling ManagementTransactional Consistency & Data Integrity

Work packages Assigned Standards

© SAP AG E2E040 8-37

© SAP 2008 / Page 1

Charm Company - Assessment and ScopingScope Definition and Tech. Requirements

Discussion with StakeholdersHow can we get Quickwins?How about cost-benefit relations?Effort estimation against the budget

Result, signed by StakeholdersThe Standard Change Request Management will be implemented

SAP Solution Manager already usedNeed for high availability of operating infrastructure?Additional Hardware or Software needed?

2. Scope Definition

3. Technical Requirements

© SAP AG E2E040 8-38

© SAP 2008

End User Support


ChangeManagement






Concept

ChangeManagement

Concept


Design


Concept


Concept



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation


Final Testing



Charm Company - Result of Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


The result of scoping is the decision to implement only Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 8-39

© SAP 2008 / Page 1

Making the plan with MilestonesDefine Change Prozess with Roles and ResponsibilitiesImplementation and Set UpRoll-OutTrain the Teams

The Charm Company have no special governance rules Should new roles and standards be defined?

Charm Company - Assessment and ScopingGovernance and project setup

There is no development project in parallel. The Run SAP project hasn’t be aligned to another projectThere is no upgrade plannedThere is no organizational change planned

4. Governance Model for Operations

6. Project Setup

5. The Environment of the Project

Getting the BudgetStaffing the People

© SAP AG E2E040 8-40

© SAP 2008 / Page 1




Run SAP




© SAP AG E2E040 8-41

© SAP 2008

Run SAP: Overview

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations



Concept

ChangeManagement

Concept


Design


Concept


Concept

Setup Operations



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation



Final Testing



© SAP AG E2E040 8-42

© SAP 2008 / Page 1

Run SAP: Implementation Phases - Overview

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations



Concept

ChangeManagement

Concept


Design


Concept


Concept

Setup Operations



Implementation

ChangeManagement

Implementation


Implementation


Implementation


Implementation



Final Testing



© SAP AG E2E040 8-43

© SAP 2008

Assessment &Scoping


Analysis

GovernanceModel for

Operations

Scope Definition



Architecture

Project Setup


End User Support


ChangeManagement




Design Operations

Setup Operations



Which standards will be implemented are determined during the Scope Definition work package, and their implementation is planned during the Project Setup work package. The implementation of each SAP standard follows a specific implementation methodology.

For each standard, the Run SAP roadmap provides:Best-practice procedures on how to run the individual tasks

Explanations on which SAP Solution Manager functionality should be used

Proposals for useful Key Performance Indicators to measure success

Available training to support the adoption of the standard

Direct links to related services of SAP Consulting and SAP Active Global Support to get the right experts to implement the standards if needed

© SAP AG E2E040 8-44

© SAP 2008 / Page 1

E2E Solution Operation Standards in Run SAP

System AdministrationSystem, Monitoring


Incident ManagementEnd User Support


Change Management

Minimum DocumentationRemote SupportabilityRoot Cause Analysis


Business Process & Interface Monitoring and Exception HandlingData Volume ManagementJob Scheduling ManagementTransactional Consistency & Data Integrity


Themes Topics/Standards

© SAP AG E2E040 8-45

© SAP 2008 / Page 1

The Charm CompanyImplementation of Change Request Management

Use the Implementation Methodology to definethe Change Management Processneeded roles in this processthe detailed workflowKPIs, for instance the amount of downtimes after changes per monththe authorization concept for the processIf needed, interfaces to other processes or to a crossover Change Management Process outside the SAP Solution

Produce a test concept with scenarios and test cases for the new processStart to train the staff affected by the new process and the new toolMake a detailed plan for Roll-Out

Design the Prozess of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 8-46

© SAP 2008 / Page 1


Customize the Change Request Management in the SAP Solution ManagerDefine the specified roles with the right authorization rules in the SAP SolutionTake the test concept and test the functionality and performance of the workflowSetup tools and procedures to measure the KPIsInstruct the staff with the real process in a test environment or in a pilotStart the Roll-Out

Setup the Prozess of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 8-47

© SAP 2008 / Page 1


Check, if the support organization is able to manage the SolutionCheck the test protocolsMake a handover from the project team to operations teamArrange the support for the operations team after go-live

Handover the Prozess of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 8-48

© SAP 2008 / Page 1


Operate the new Change Request Management ProzessMeasure and analyze the KPIs for the process, for instance: Did you get a relevant go down of System downtimes after changes?Analyze the experiences with the process. Are there potential to improve it?Have all participants accept the process?Start a cycle to optimize the process

Operate and optimize the Prozess of Change Request Management

Assessment &Scoping


Design Operations

Setup Operations


© SAP AG E2E040 8-49

© SAP 2008 / Page 1




Run SAP




© SAP AG E2E040 8-50

© SAP 2008

Global Run SAP Core Service Overview

Run SAP Quick Session(Know-How Transfer + SWOT-Analysis (rough) + Proposal of next steps)

Run SAP Scoping Service(Know-How Transfer + SWOT-Analysis (detail) + Project plan)

SAP Upgrade Assessment(AGS & Upgrade factory)

CCCoE Assessment &Scoping Service (Coming soon)

Assessment ServicesDesign & Setup Incident ManagementSAP Software Change Management (Evaluation + Set up One-Transport-Order)

Design & Setup SAP Change Request Management Test Management OptimizationSetup Root-Cause-AnalysisDesign & Setup Business Process MonitoringSetup SAP Data Volume Management Design & Setup Job SchedulingDesign & Setup Data Consistency Management

SAP System Administration for XI, EP, BI, CRM

Design, Setup &

Operations Services

Training &Certification

E2E040 Run SAP OverviewE2E100 Root Cause AnalysisE2E200 Change Control ManagementE2E300 Bus. Process Integration & AutomationE2E400 Technical Upgrade Management CCCoE Certification (coming soon)

© SAP AG E2E040 8-51

© SAP 2008 / Page 1

Global Run SAP Core Service: Design, Setup & Operations Service Packages

Run SAP Consulting Service

Software Change Management (Evaluation + Set up One-Transport-Order)



Design & Setup Incident Management

SAP Software Change Management

Design & Setup SAP Change Request Management

Test Management Optimization

Solution Manager Starter Package

BPM Service (focus on Monitoring Pilot)Run SAP Consulting Service (Full implementation)

SAP Data Volume Management Service

BPM Service (focus on Job Scheduling)

Setup Root-Cause-Analysis

Design & Setup Business Process Monitoring

Setup SAP Data Volume Management

Design & Setup Job Scheduling

Customer Program Optimization (Transactional Consistency) Interface Management (Transactional Consistency) BPM Service (focus on Data Consistency Monitoring)

SAP System Administration Service

Design & Setup Data Consistency Management

SAP System Administration for XI, EP, BI, CRM

© SAP AG E2E040 8-52

© SAP 2008 / Page 1

End-to-End Change Control: motivation and strategy Skills, processes and tools Change analyticsChange requestmanagementChange deployment

End-to-EndBusiness Process Integration and Automation: motivation and strategy Skills, processes and toolsBusiness processmanagement andanalysis Integration managementPerformance and data volume management

SAP Technical Upgrade Management: motivation and strategy SAP Upgrade:challenges and success factors SAP Safeguarding for Upgrade Collaboration with SAP

End-to-End Root Cause Analysis: motivation, overview, tools, and methodologyDiagnostics approachIncidents and pre-clarificationPro-active monitoringand alerts; monitoringmethodology;infrastructure overviewIT reporting

E2E100 (5 days)Root Cause Analysis

Understand thevalue of End-to-End Change Control ManagementLeverage the SAP Solution Manager as application platform

E2E200 (5 days)Change Control

Management

E2E300 (5 days)Bus. Process Integr.

& Automation

E2E400 (2 days)Technical Upgrade

Management

Upgrade challenges and success factorsUnderstand the major technical risks and challenges within an upgrade projectUnderstand the concept of SAP Safeguarding for Upgrade

Understand the concept of End-to-End Business Process Integration and AutomationUnderstand thedifferent areas andrespective SAP tools within integration and automation

Perform End-to-End Diagnostics to isolate the component causing the problem in a heterogeneous IT landscape

CO

UR

SE

GO

ALS

CO

UR

SE

DE

TA

ILS

End-to-End Solution Operations Training & Certification

RunSAP:motivation, overview, tools, and methodologyE2E implementation roadmapSkills, Processes and Tools in the E2E Solution Support and the SAP IT Service and Application ManagementSAP Solution Manager as an E2E application platform and collaboration hub

E2E040 (2 days)RunSAP

Understand the RunSAP Methodology and SAP E2E Solution Support Standards Understand the impact of the SAP E2E Solution Support Standards to your IT support skills, processes and tools

Overview of the E2E training portfolio

© SAP AG E2E040 8-53

© SAP 2008 / Page 1

Run SAP: Unit Summary

You should now be able to:Explain the structure of the Run SAP methodology Explain the phases of a Run SAP projectImplement E2E Solution Operations using the Run SAP methodology

© SAP AG E2E040 8-54

E2E040 RunSAP End to End Solution Operations Overview

Documents

reducing unnecessary repetition

isolates exceptional situations

green background color

service level agreements

program management office

bw data extractions

master data management

transfer swot