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Business Process Monitoring
Overview & Motivation
© 2011 SAP AG. All rights reserved. 2RKT
Increase Value for the CompanyIs it a business task or an IT task?
Find improvement potential within business processes
Search for the “needle in the haystack”
Relying on input from business department
Find-out if Business Process Monitoring provides added value
Functional Scope covered?
Effort to get started?
© 2011 SAP AG. All rights reserved. 3RKT
What customers want to achieve?Business Process Stabilization & Improvement
Time
Out
put
Improvement:Increased output in the future
Exception
Stabilization:
Faster reaction on exceptions to bring output back to expected level
© 2012 SAP AG. All rights reserved. 4
IT Problems and their Consequences on the Business Some business related problems can only be solved by IT
Failed workflow approval
Workflow does not reach the inbox for approval -> purchase order not released -> Component not delivered from vendor -> Manufacturing line stops due to missing part -> No shipment to Customer
Lost revenue
IDOC Processing with sales order data fails
Order creation delayed -> No delivery created -> No shipment to Customer
Lost/delayed revenue
Delivery due job delayed or cancelled
No delivery created -> No / delayed shipment to customer
Lost/delayed revenue
© 2012 SAP AG. All rights reserved. 5
IT Problems and their Consequences on the Business Some business related problems can only be solved by IT
Failed workflow approval
All purchase orders in approval
IDOC Processing with sales order data fails
All sales orders created with no corresponding delivery documents
Delivery due job delayed or cancelled
All the sales schedule lines open and overdue
End user behaviourIncorrect configurationWrong responsibilities
Wrong status setMissing customizing
Remaining qty not rejectedDelivery block set
© 2011 SAP AG. All rights reserved. 6RKT
Business Process Monitoring and Improvement Alert Monitoring, Analytics, Dashboards
IT BusinessBusiness Process Stabilization(based on interfaces, job and cross application monitoring)
Business Process Improvement (based on document backlog)
Business Process Improvement(based on internal benchmarks)
• Minimize interface failures• Minimize errors or delays in
background processing• Maximize technical
performance• Avoid functional errors (e.g.
ABAP dumps, update errors)
• Clean up old & open business data
• Identify possible end-user training gaps
• Standardization issues• Close process design gaps• Adjust customizing and/or
configuration
• Lead Time calculation for certain process steps
• Analysis of Inventory (Slow Moving Stock)
• Supply Chain Analysis (STO Value in Transit, STOs without Deliveries)
• Order Analysis (Returns, Rejections, Incompleteness)
“Protect initial investment” “Make most of initial investment & achieve optimum according to plan”
Alert Monitoring for interfaces, background jobs & cross-application
Business Process Analytics & Alert Monitoring (application-specific)
Business Process Analytics
Business Process Operations Dashboards
© 2011 SAP AG. All rights reserved. 7RKT
Business Process Monitoring and ImprovementFrom Analysis to Stabilization to Improvement
SAP Business Process Analysis performed on SAP ERP, SAP CRM
or SAP SRM backend system
Alert Monitoring
Business Process Analytics
Business Process Stabilization & Improvement
Early detection of business process exceptions•Overdue business documents not processed fast enough
•Interface errors & inconsistencies
•Issues within background processing
•Performance issues
Automization of manual tasks •Real-time alert monitoring of interfaces & background jobs
Internal Benchmarking•Benchmarking across organizational units
•Visibility & Transparency
Business Process Standardization•Business process template adherence
•Missing end-user training
Clean-up of old & open business data•Improved planning result accuracy
•Improved performance of transactions, reports or processes
•Higher reporting quality
•Higher end-user efficiency
Detect & correct gaps in process implementation•Configuration issues
•Missing „closing steps“
Provides indicators for
Provides scope for
© 2011 SAP AG. All rights reserved. 8RKT
Business Process Stabilization & ImprovementFocus & Value Areas for Company Success
Revenue Stream
Supply Chain & Planning Accuracy
Stock Levels & Capital tie-up
Customer Satisfaction
Performance Data Accuracy
Integration & Automation
Identification of systematic errors like•User handling errors•Configuration errors•Master Data errors•Inactive /closed organizational units•....
Stabilization(Alert monitor)
Improvement (backlog)
Improvement(benchmarks)
Improve
Efficiency
© 2011 SAP AG. All rights reserved. 9RKT
Business Process Stabilization & ImprovementFocus & Value Areas for Company Success
Revenue Stream
Supply Chain & Planning Accuracy
Stock Levels & Capital tie-up
Customer Satisfaction
Performance Data Accuracy
Integration & Automation
Identification of real (business) exceptions like•Missing stock•Missing information•Wrong Scheduling•Technical Errors•....
Stabilization(Alert monitor)
Improvement (backlog)
Improvement(benchmarks)
Improve
Effective-
ness
© 2012 SAP AG. All rights reserved. 10
Stabilize your business processes with Business Process Monitoring
Goals:
• Reduce Manual Monitoring efforts – automation of monitoring and error handling
• Increase Efficiency in daily operations– automation of daily operations and proactive and faster exception handling
• Increase Stability of interfaces and background processing– reducing interface errors and background process failures and thus reducing process costs and systematic errors
• Reduce number of incidents – early detection of interface and background processing issues, RFC failures and performance issues
Goals:
• Reduce Manual Monitoring efforts – automation of monitoring and error handling
• Increase Efficiency in daily operations– automation of daily operations and proactive and faster exception handling
• Increase Stability of interfaces and background processing– reducing interface errors and background process failures and thus reducing process costs and systematic errors
• Reduce number of incidents – early detection of interface and background processing issues, RFC failures and performance issues
Supported by:
Several problem-oriented key figures (Interfaces, background processing, application log, ABAP dumps, update errors, RFC monitors, dialog performance, application monitors)
Exception management via notifications
Visualizing of Alerts in the business process context via process graphic and alert inbox
Flexible alert handling via alert inbox
Process control via alert trend reporting and dashboards
Supported by:
Several problem-oriented key figures (Interfaces, background processing, application log, ABAP dumps, update errors, RFC monitors, dialog performance, application monitors)
Exception management via notifications
Visualizing of Alerts in the business process context via process graphic and alert inbox
Flexible alert handling via alert inbox
Process control via alert trend reporting and dashboards
Methodology:
Continuous and automatic alert monitoring via notification to alert visualization in a process context until exception handling
Methodology:
Continuous and automatic alert monitoring via notification to alert visualization in a process context until exception handling
© 2011 SAP AG. All rights reserved. 11RKT
Methodology using Business Process MonitoringFive phases of typical Six Sigma project (DMAIC)
BP Analysis by Define
Measure
AnalyzeImplement
Control
Use Alert MonitoringMonitor interfaces (e.g. Idoc, qRFC, tRFC), background jobs etc.
Use notfication mechanism to manage by exception
Alert Monitoring No yellow or red alerts should show up
Create Action Plan Execute Action Items
Root Cause Analysis
Decide on Business Processes to start with
© 2011 SAP AG. All rights reserved. 12RKT
Methodology using Business Process MonitoringProcess Flow with Business Process Monitoring
Receive notification (e.g. email)
1
Perform Detail Analysis
4
Identify Root Causes (RC)
5
Define Action Plan
6
Control Achievements via BW Trend
Analysis
7
Access backend system from Alert Inbox
3
Access Alert Inbox (e.g. via URL in email)
2
= BPMon tool-based
© 2011 SAP AG. All rights reserved. 13RKT
Methodology using Business Process MonitoringInformation Flow with Business Process Monitoring
Solution Manager
ServiceLevel
Reporting
Continuous Online Alert Monitoring
Solution Landscape
BW (ad-hoc) Reporting
People
ServiceDesk Message
SMSEmail
Dashboards
© 2011 SAP AG. All rights reserved. 14RKT
Business Process Stabilization & ImprovementTraditional Business KPI approach vs Business Process Monitoring
Influencing factors•Slow warehouse tasks•Slow transportation•Insufficient stock
Business KPIs (often %-based)
• Order fulfillment rate
• Days of Sales Outstanding
Key figures for respective detailed measurement
“Top-down approach”
Out-of-the-box key figures from BPMon•Overdue Sales Orders / Deliveries•Incompletes SD documents•Schedules initially not confirmed
Business Areas & KPIs affected
Root Causes•Master Data•Customizing•End User•Business Exception
“Bottom-up approach”
(Theoretically) Derive (Practically) Identify
Define Derive
Strategic
Operational
Operational
Strategic
© 2012 SAP AG. All rights reserved. 15
Overview Key FiguresFunctional Scope – High-level Overview
Application specific monitoring for SAP ERP (SD, MM, PP, LE, WM, PM/CS, QM, FI) & SAP EWM SAP CRM (Sales, Services, Customer Interaction Center; Marketing) SAP APO (planning runs in DP, SNP, PP/DS, gATP/BOP) SAP SRM (Self-service Procurement, Sourcing Cockpit)
Background Job monitoring for Single background jobs or SAP BW Process Chains
Interface monitoring for IDoc, BDoc, tRFC, qRFC, bgRFC, Batch Input, flat files, SAP PI
Cross-Application monitoring for ABAP dumps, Update errors, number range fill-level, Application Log entries Performance monitoring for transactions and RFC processing
Industry specific monitor enhancements for SAP Apparel and Footwear, SAP for Automotive, SAP for Banking, SAP for Retail, SAP for Utilities
Data Consistency monitoring for SAP ERP, SAP CRM, SAP APO
Complete catalog of >750 standard out-of-the-box key figures available under http://service.sap.com/bpm > Media Libary > Customer Information > Key Figure Overview
© 2011 SAP AG. All rights reserved. 16RKT
Customer Enhancements in Business Process Monitoring Options to enhance BPMon features
Customer-specific data collectors (monitoring objects and key figures):
BPMon provides a developer framework (“Customer Exit”), so customers can develop their own data collectors which will be fully integrated into Business Process Monitoring
Customer-specific auto reaction methods:
BPMon provides Business Add-Ins (BAdIs) for enhancing auto reaction methods in case of alerts, or to send alerts to third-party Service Desk software (e.g. HP Openview, Remedy).
Bi-Directional Exchange of messages between BPMon & third-party Service Desk software:
Service Desk messages can be send & received automatically to external ticketing systems using the certified SAP interface (Service Desk WebService API).
DemoBusiness Process Monitoring
© 2011 SAP AG. All rights reserved. 18RKT
Business Process Monitoring Workflow Typical Example: Order to Cash
Backlog of CRM Orders in Status ‘Error in Distribution’
qRFC Monitoring of critical queues
Backlog of open ERP Sales Orders
Backlog of open Outbound Deliveries
Invoices not transferred to Accounting
No. of Inbound SHPCON IDOCs in Error Status
Deliveries with overdue Invoices
© 2011 SAP AG. All rights reserved. 19RKT
Business Process Monitoring WorkflowNotification E-mail Sent to Person Responsible
Access Alert Inbox
Access Alert Detail List
Access Analysis Tools
Confirm Alerts
© 2011 SAP AG. All rights reserved. 20RKT
Business Process Monitoring WorkflowDisplay Alerts for Business Process Steps
Summarized Alert Information
Alert Details
© 2011 SAP AG. All rights reserved. 21RKT
Business Process Monitoring WorkflowDisplay Alerts for Business Process Steps
Confirm Alert
Follow up Incident
Selected Document List
Analysis Transactions
© 2011 SAP AG. All rights reserved. 23RKT
Business Process Monitoring Workflow Detailed List of Documents on Managed System
© 2011 SAP AG. All rights reserved. 25RKT
Business Process Monitoring Alert ReportingTrend Analysis of the BPMon Alerts
© 2011 SAP AG. All rights reserved. 26RKT
Business Process Operations DashboardsManager Distribution Center Germany
Dashboards are freely configurable in three basic steps:
1.Select key figures and characteristics to be displayed
2.Chose chart type per key figure
3.Arrange different charts in one dashboard and assign user groups
Appendix
- BP Ops Architectcure
- Implementation Scenarios
© 2012 SAP AG. All rights reserved. 28
Business Process Operations ArchitectureOverview
Data Storage
Collect SAP data for Analytics
Data Source
Application
InfoCube 0SM_BPMRH
InfoCube 0SM_BPM
Table DSWP_BPM_ALERTS
Collect SAP & non-SAP data for Monitoring
Extract alert data
Monitoring on Analytics data
BPMon Trend Analysis
BP MonitoringBP Analytics BP Op Dashboards
© 2011 SAP AG. All rights reserved. 30RKT
Customer Enhancements in Business Process Monitoring Options to enhance BPMon features
Customer-specific data collectors (monitoring objects and key figures):
BPMon provides a developer framework (“Customer Exit”), so customers can develop their own data collectors which will be fully integrated into Business Process Monitoring
Customer-specific auto reaction methods:
BPMon provides Business Add-Ins (BAdIs) for enhancing auto reaction methods in case of alerts, or to send alerts to third-party Service Desk software (e.g. HP Openview, Remedy).
Bi-Directional Exchange of messages between BPMon & third-party Service Desk software:
Service Desk messages can be send & received automatically to external ticketing systems using the certified SAP interface (Service Desk WebService API).
Thank You!
© 2011 SAP AG. All rights reserved. 33RKT
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