Sap tech ed13_asug_delivering_continuous_sap_solution_availability

ITM230- Delivering

Continuous SAP

Solution Availability

Agenda

Lovnish Mahajan, SAP Basis Architect

Robert Max, Global Applications Technology Manager

Availability Management, BASIS Technologies

Investment in Solution Manager

Summary/References

ITIL Availability Management Process

SAP Infrastructure Components

Learning Objectives

As a result of this session, you will be able to:

Describe the ITIL Process for improving Availability

Identify potential Infrastructure Availability issues

Investment in SAP Solution Manager Functionality to improve

availability

Minimize Planned Outages

Since Go-Live in Oct 2012, SAP Application availability at Novelis has

been 99.96% with only TWO scheduled maintenance days

Novelis Global Footprint

9

Countries

25

Operations Employees

2,786 Kt

Shipments

$9.8b

Revenues

11,000

Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013

Revenues

Employees

FRP Shipments

North America

$3.4 Billion

3,100

988 kt

Europe

$3.2 Billion

4,300

847 kt

Asia

$1.8 Billion

1,800

556 kt

South America

$1.4 Billion

1,800

395 kt

Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013

Introduction to Novelis and SAP Program

2012 First SAP Go-Live 2013

U.S and Canada, Where Used Worldwide

ERP- Ehp5, BI 7.3, SCM

7.0 Ehp2, SBOP 4.0,

GRC, Solution manager-

SP8

SAP Version Installed

Other Bolt-ons,

Applications

Implemented

SABRIX, TIBCO,

SharePoint, SaaS

applications i.e. Poornata,

Rate hub, Legacy MES

interfaces

SAP Application Life-

Cycle Management

Adopted ChaRM, SD, SMSY,

Monitoring, HP ALM

Novelis CoE ( Center of

Excellence)

Team dynamics AMS and SAPoD Hosting

partner

Novelis is the world leader in rolled aluminum products, delivering

unique solutions for the most demanding global applications, such as

beverage cans, automobiles, architecture and consumer electronics.


Summary/References



ITIL Service Delivery Processes

IT Infrastructure

Service Desk

Service Level

Management

Maintain and improve IT

service quality, through a

constant cycle of

agreeing, monitoring and

reporting on IT service

achievements

Availability

Management

Providing the sustained

level of availability

required by the business

in a cost effective manner

Capacity

Management

Ensuring that the

capacity and performance

needs of the business are

being met

IT Service Continuity

Management

Ensuring that the

necessary IT services can

be recovered within the

agreed business

timescales

Financial

Management for IT

Services

Cost-effective control and

management of the IT

assets and the financial

resources used in

delivering IT Services

ITIL Availability Management Process Relationships

ITIL PROCESSES

Measurements and

Reporting on IT

Service Availability

Outage Reports & Details

Of Incidents affecting Availability

Availability

Management

Providing the sustained

level of availability

required by the business

in a cost effective manner

Incident Management

Focusing on the quick

restoration of service

minimizing the impact to the

business.

Service Level

Management

Maintain and improve IT

service quality, through a

constant cycle of agreeing,

monitoring and reporting

on IT service achievements

Configuration

Management

Identifying, controlling and

verifying IT components

and their inter-relationships.

Provides information key to

the other processes.

Component Failure

Impact Analysis (CFIA)

Problem Management

Getting to the root cause of

incidents and ensuring that

permanent solutions are

deployed to prevent

reoccurrence. Identify Trends and

Instigate Remedial

Actions

The processes decide

FEEDBACK

GOAL ACTIVITIES RESULT


Summary/References




SAP Infrastructure

Data Center

Network

Server/Storage

Messaging

SAP Application

Bolt-Ons

Database

The SAP Solution

Five (5) Production SAP Systems delivering business solutions (ECC,

SCM, GRC, BW)

48 plus active production and non-production SAP Systems

Federated Solution includes 8 plus bolt on products

40+ Terabytes SAN storage; 50+ of UNIX servers; 10+ Windows

servers

Oracle and DB2 DBMS

In-house COE , AMS partner and Hosting partner SAPoD

Measuring Unavailability - Criteria

Unplanned

Outages

Consistent, repeatable end user transactions from multiple

locations

Proactively find availability and performance issues before

customers do

Reduce end user outages by proactively managing with

performance and availability trends

Single Point of Failure

Exceeding Planned Outage Windows

Lengthy Period of No Response

Planned Outages


locations


customers do



Planned Non Concurrent Maintenance

Consolidations and Relocations

Upgrades and Go-Lives

Service Level

Failures


locations


customers do



Batch Processing Windows Exceeded

Lengthy Transaction Response Time

Business Process Monitoring (BPM) Alerts

Measuring Unavailability

A system is unavailable when:

A Critical event has been declared (critical event criteria has been defined per SLA)

Root cause of the critical event is attributed to the Basis area of responsibility versus the business process or functionality layer.

No new users can log on to the system

Notes:

Each key group measures the hours their resource is off line.

If a component has failed and the system remains accessible, this is not measured.

In some cases number of outages may be a more reliable measurement than hours of unavailability

Worker Hours lost can be a good measurement of business impact (e.g. Resource Outage plus time necessary to restart the manufacturing line).

SAP Solution Availability Monitoring Tools

SAP

Infrastructure

Data Center

Network

Server/Storage

Messaging

SAP Application

Bolt-Ons

Database

Monitoring

Alerts

Events

Service

Levels

Business

Processes

Tools

HCL- Nimsoft

Solution Manager


Summary/References



Solution Manager

Novelis- Road Map to BPML

Review Solution

Documentation Global Template

Setup

Setup for Implementation

Projects

• Review Business

process/Docume

ntation in SolMan

• Identifying lag of

usage of

SOLAR01/02

(transactions,

IMG activities,

test procedure;

process owner,

user…)

• How to link

SharePoint with

SOLAR01/02

• Business

processes

mapped

• Current

objects/programs/

interfaces added

• Map custom

programs into the

Solutions

• Import/Link

Business Process

Documents into

SolMan

• Maintenance

Project Setup

• Setup up Global

template

• Global landscape,

business process

information, test

scripts and

Training

document

• Create

Implementation

Projects for

country/region

specific roll outs

• Setup Solution

Manager for

Business

blueprint,

configuration,

documentation

• Centralized

configuration and

development

• Testing

integration with

HP ALM & TAO

Novelis – Use of Solution Manager Road Map

Service Desk

ChaRM – Change Request

Management

Business Process Change Analysis

Integration to HP QC

Integration to Job

Scheduling System

Business Process

Management

Incident and

problem

Management

Multilevel

Categorizati

on

Service Level

Agreement

(SLA)

Monitoring

Implement

ChaRM(

Normal,

Urgent,

Defect)

Automated

workflow and

approval

process

Automation

for transports

of the

production

environment

Retrofit and

CSOL

Management

Dashboards

and reporting

Integrate HP

ALM with

Solution

Manager

Best practices

for Testing

Automated

testing –

Integration

testing

Integration

into SAP TAO

Integrate

external job

scheduling

system into

Solution

Manager

Best practices

for Batch job

Process

Automated

Incident and

Change

Management

Activate

Business

process

Monitoring

Activate

Business

process

Management

SLA setup

Management

Scorecard/

reporting

Use BPCA for

support pack

upgrade,

Major release

upgrades

Include BPCA

in change

request

management

Novelis –Run SAP like a Factory

Technical Monitoring

Interface Monitoring

Diagnostics/Root Cause Analysis

Technical Administration

Technical

Monitoring and

Alerting

EWA – reports

Alerts/Notifications

mechanism

Reporting

Dashboards

Scorecards

PI – Monitoring

PI is currently not

used.

End to End

interface Monitoring

Alerts/Notification

Mechanism

Reporting

Maintenance optimizer

OSS Integration

Downtime

Management

System Administration

Reporting

Dashboards

Scorecards

End-to- End

workload

Analysis

End-to-End Trace

Analysis

System, Host &

Database

Analysis

End- to –End

Business

process

monitoring

Novelis Test Lifecycle

QA CoE Test Lifecycle Phases

Definition – TG1Requirements – TG1 Design – TG2 Build – TG3 Testing – TG3 Deployment – TG4

- Receive project request for

QA CoE services

- Understand project

definition & scope

- Define roles,

responsibilities and assign

resources

- Recommend QA CoE test

management tools

- Recommend QA CoE test

verification/automation

tools

- Establish test activity

reporting and

communication matrix

- Define QA documentation

repository for new project

- Provide level 0 estimate to

PM for QA activity

- Attend project kick-off

meeting

- Understand requirement

and attend requirement

walkthrough

- Perform requirement

validation & get sign off

- Provide QA CoE testing

guidelines: Test Strategy

and QC Best Practices

- Draft high-level test plan

for new project

- Provide level 1/2 estimates

to PM

- Understand design

specification& attend

design spec. walkthrough

- Design specification

validation

- Understand system

database schema and

implementation specs

- Develop detailed test plan

and test cases

- Configure testing tools

and software for new

project

- Create QA environments

- Provide level 3 estimate to

PM

- Perform Business Impact

Analysis (scope changes)

- Conduct shakeout testing

by Dev.

- Conduct unit and

integration testing by Dev.

- Gain unit and integration

testing sign-off

- Update QA test cases if

required

- Conduct QA test plan &

test cases walkthrough and

obtain sign off

- Create test data (if

applicable)

- Identify UAT teams

- Create UAT test plan & test

cases

- Coordinate schedules for

iterative QA build releases

- Conduct system functional

testing – manual and

automation (unit, string,

integration, regression)

- Conduct defect reporting,

fixing and QA revalidation

for build release iterations

- Provide metrics for build

release iterations to project

stakeholders

- Conduct user acceptance

testing and sign off

-Conduct operational

Readiness/Security Testing

- Conduct production

conversion testing (if

applicable)

- Conduct performance

testing

- Gain QA testing signoff for

project

- Acquire deployment

authorization

- Perform lights on sanity

test (i.e. system

configuration and software

installation testing - if

applicable)

- Gain deployment sign-off

- Transition resources to

production support (if

applicable)

- Post Deployment

Verification & performance

recognition

- Review metrics and

lessons learned for

process improvement

- Archive artifacts

- Project closeout

No

ve

lis

PM

M G

ate

s

Scope Analysis &

Design Build, Test, Train Go-Live & Close

Technology: Testing Tools

Conceptual Design & Licensing

Application Lifecycle

Management (ALM)

(Quality Center)

Define

Application

Requirements

SAP Solution Manager SAP SolMan

Integration Adapter

BPT

QTP Service Test Service Test Mgt (Test Data Mgt)

TAO

QA Inspect

Unified Functional

Testing (UFT)

Project Planning & Tracking Release Management Requirements Mgt. Business Models Test Plan Test Lab Defect Mgt

Web Inspect

Fortify 360

SAP

Legend

SAP HP Integration Tool

HP Tool

SAP Tool SAP Purchase

HP In-House

Purchase

Performance Center

(Load Runner)

Test Data Mgt.

Diagnostics

QA

Users / Testers

Novelis Performance on CPI’s

SL# CPI Name

Expected Service

Level

Minimum Service

Level

SAP Service Levels

001 Incident Response Time – All Severity Level 1 Incidents 95.00% 90.00%

001 Incident Response Time – All Severity Level 2 Incidents 95.00% 90.00%

003 Project Timeliness 95.00% 90.00%

005 Incident Resolution Time – All Severity Level 1 Incidents 95.00% 90.00%

005 Incident Resolution Time – All Severity Level 2 Incidents 95.00% 90.00%

007 Change Management Success Rate - Emergency 95.00% 90.00%

008 Root Cause Analysis Delivery Rate 95.00% 90.00%

009 Dashboard Availability 99.50% 99.00%

016 Customer Satisfaction 4.25 4.00

028 Percent of Successful Backups 99.00% 98.00%

029 Percent of Successful File Restorations 98.50% 98.00%

039 Storage Replication Availability 99.50% 99.00%

SAP Service Levels

018 Database Availability - Production 99.50% 99.00%

055 Database Availability - Non Production 97.00% 95.00%

019 Event/Alert Monitoring Application Availability 99.50% 99.00%

020 Production Server Availability 99.90% 99.50%

085 Non Production Server Availability 99.00% 98.00%

021 Enterprise Storage Availability 99.99% 99.95%

031 Data Center LAN Availability 99.95% 99.95%

032 Security Device Availability 99.95% 99.95%

SAP Service Levels

040 SAP Availability - Production 99.95% 99.95%

044 SAP Availability - Non-Production 98.00% 98.00%

Novelis Performance on KPI’s

SL# KPI Name

Expected

Service Level

Minimum

Service Level

SAP Service Levels

002 Incident Response Time - All Severity Level 3 Incidents 93.00% 90.00%

002 Incident Response Time - All Severity Level 4 Incidents 93.00% 90.00%

004 Service Request Response Time 95.00% 93.00%

006 Incident Resolution Time - All Severity Level 3 Incidents 93.00% 90.00%

006 Incident Resolution Time - All Severity Level 4 Incidents 93.00% 90.00%

010 Service Level Reports Delivery 95.00% 90.00%

012 Security-Related Correlated Log Report Delivery Success 95.00% 95.00%

017 Standard Reports Delivery 95.00% 90.00%

043 Change Management Success Rate - Standard 98.00% 95.00%

SAP Service Levels

022 Database Availability - Non-Production 96.00% 95.00%

023 Non-Production Server Availability 96.00% 95.00%

033 Security Service Availability 99.00% 99.00%

034 Successful Tape Vaulting 99.99% 99.50%

SAP Service Levels

045 SAP Average Response Time at Peak Dialog Hour - Non-Production 800ms 1000ms

046 SAP Average Response Time at Peak Dialog Hour - Production 800ms 1000ms

047 SAP Average Response Time in Dialog Task - Non-Production 800ms 1000ms

048 SAP Average Response Time in Dialog Task - Production 800ms 1000ms

057 SAP Average Database Response Time in Dialog Task - Non-Production 600ms 800ms

058 SAP Average Database Response Time in Update Task - Non-Production 600ms 800ms

059 SAP Average Database Response Time in Dialog Task - Production 600ms 800ms

060 SAP Average Database Response Time in Update Task – Production 600ms 800ms

054 SAP Batch Jobs Successfully Completed Within Pre-Established Windows –

Production 96.00% 96.00%

061 SAP Event/Alert Monitoring Application Availability 95.00% 95.00%

Availability Root Cause Analysis & Trending

Actions Taken to Prevent Future Occurrences of

Unavailability

• Full Debrief on Each Occurrence

• Determine Root Cause of Each Occurrence

• Devise Plan to Prevent Future Occurrences

• Trend each Occurrence to Capture and Correct Problem Areas

Minimizing Planned Outages (A Preview)

Improve continuous availability by minimizing scheduled outages:

Maintain a significant amount of excess hardware capacity and expand hardware capacity as seldom as possible (yearly)

Consolidate maintenance into fewer “bigger” events

Monitor SAP Service Marketplace for enhancements that reduce the outage for kernel upgrades, release upgrades and support packs

Replace standard SAP upgrades with Time Optimized Upgrades or Downtime minimized upgrades.

Multiple rehearsals on non production systems to ensure the timing, steps and potential problems of implementing changes have been identified

Minimize post upgrade incidents with Load/Stress and cycle testing

The Program Management Office should plan and fund

for an active SAP Infrastructure Life Cycle Management

Process as part of the SAP program

2005 Availability Results & Analysis

Summary/References



Summary

Utilize the ITIL Service Delivery Processes for Availability and

Service Level Management

Implement Guidelines and Tools for measuring Availability and

Service Levels

Identify the Infrastructure Components Critical to the Delivery

of the SAP Solution

Use Solution manager functionality to streamline SAP

operations

Conduct Risk Assessment of Potential Unplanned Outages

Minimizing Planned Outages

Further Information

Public Web:

SAP Service Marketplace References:

http://service.sap.com/solutionmanager

http://wiki.sdn.sap.com/wiki/display/SAPITSM

http://service.sap.com/alm

http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home

ITIL References

http://itsmfusa.org

http://www.itil.co.uk/index.htm

Americas’ SAP Users’ Group (ASUG)

www.asug.com – Business Integration, Technology & Infrastructure (BITI)

Communities Page




http://service.sap.com/alm




http://itsmfusa.org/

http://www.itil.co.uk/index.htm

http://www.asug.com/

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