BPO SLR System Health

862019 BPO SLR System Health

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ALM Process ndash Business Process OperationsApplication System Health Service Level Reporting

Problem DescriptionHow to manage proactive monitoring as well as reactive alert driven incident automation forapplication system health extending IT management monitoring ( in-company or outsourcingKPI model analysis )

How to manage E2E Root Cause Analysis capability in relation to workload distributionexceptions as well as change analysis

Best Practice Process SolutionsEarly Watch Alert

Standardized System Health relevant pro-active KPI analysisE2E Root Cause Analysis and E2E Trace

E2E Application Root Cause capability relevant for any in-system and cross-systemapplication performance analysis

Workload Analysis (Trend Analysis)Workload analysis capability for all SAP platforms allowing problem analysis aswell as workload distribution trend analysis and optimization

Exception Analysis (Trend Analysis)Exception analysis capability for all SAP platforms allowing problem analysis aswell as exception distribution trend analysis and optimization

Application System Monitoring and AdministrationCustomer Application system pro-active and reactive monitoring KPIrsquos and activeadministration

Application System Health Service Level Reporting

Proactive System Health Service Level Reporting allowing pro-active analysis of criticalsystem health tendencies and potential technical SLAKPI violations

SAP Standards

System Monitoring




Application System Health Service Level ReportingBest Practice Process - Graphic

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Service Level Management means tomeasure specific system parameters in

accordance with Service LevelAgreements between two parties

organizational units or organizationsinvolved in the management and

operation of a customerrsquos SAP solutionThe results should be reported on a

regular basis Service Level Reporting

Avg Dialog Response Time

Avg DatabaseResponse Time

System Availablity

Database Size

Database Growth

Hardware Availability









BW Content(eg SMD Data)

SAP NetWeaver BI

System n

EWAReports

EWA

System 2

hellip

CentralPerformance

History

EWAData

EWAData

System 1

EWAData

Service LevelReporting

EWA Reports

BPMon Data

CollectedEWA Data

SAP Solution Manager

CentralPerformance

History

CCMS Monitoring Infrastructure

AvailabilityReporting

BW Content

1

3a

2

4

BI queries

3b

5




EarlyWatch Alert (EWA)incl Java specific content

Availability ReportingSystem Availability (ABAP Java stack)Instance AvailabilityInstance Logon Availability

Logon Group Availability

Business Process Monitoring (BPMon)Direct Datafeed Direct transfer of aggregated BPMon Alerts to Service Level Reporting orIndirect Datafeed Extraction of aggregated BPMon Alerts to BI Re-Integration of BI-evaluationsbased on BPMon data into Service Level Reporting

Central Performance History (CPH) Response time related evaluations from CPHcan be integrated in Service Level Reporting as well

Evaluation of BI-related Data (standardized regarding BI-Data related to SolutionManager Diagnostics as well as evaluation of any BI)





Application System Health Service Level ReportingBest Practice Process - Detail

Process Description

Service Level Reporting (SLR) is designed as a periodic Management Report evaluating different areas of SolutionMonitoringApplication System Health Service Level Reporting in particular is targeting the evaluation of data related to different areas ofTechnical OperationsThereby the pro-active analysis of critical system health tendencies is ensured Secondly (potential) technical SLA violationsare made visible

The following data sources are available for Application System Health Service Level Reporting

bull EarlyWatch Alert (mandatory)bull Availability Reporting (optional)bull Evaluation of specific objects from SAP CCMS (optional) as well asbull Objects from SAP BW (optional)

The ratings from EarlyWatch implicitly serve as Service Level Agreements while SLAs can be explicitly set for all otherpotential data sourcesThe information which the Management of the customer can get from this pro-active evaluation is the foundation for

subsequent decisions and corrective actions


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Application System Health Service Level ReportingBest Practice Process - AdvantageIntegration

Advantages

bull Comprehensive and pro-active Evaluation of all relevant areas in Technical Operations possiblebull Service Level Agreements can be explicitly set for most of the data sources

Disadvantages

Service Level Reporting has a clear focus on the evaluation of the Solution Monitoring area The report does not addressreporting and evaluation for other SAP Solution Manager Scenarios like Implementation and Upgrade Test Management orSAP Solution Manager Service Desk

Integrated with the ALM process

bull SAP Engagement and Service Delivery (Early Watch Alert)

ALM processes are reflected in scenarios in the Business Process Repository


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copy 2011 SAP AG All Rights Reserved




ALM Process ndash Business Process OperationsApplication System Health Service Level Reporting

Problem DescriptionHow to manage proactive monitoring as well as reactive alert driven incident automation forapplication system health extending IT management monitoring ( in-company or outsourcingKPI model analysis )

How to manage E2E Root Cause Analysis capability in relation to workload distributionexceptions as well as change analysis

Best Practice Process SolutionsEarly Watch Alert

Standardized System Health relevant pro-active KPI analysisE2E Root Cause Analysis and E2E Trace

E2E Application Root Cause capability relevant for any in-system and cross-systemapplication performance analysis

Workload Analysis (Trend Analysis)Workload analysis capability for all SAP platforms allowing problem analysis aswell as workload distribution trend analysis and optimization

Exception Analysis (Trend Analysis)Exception analysis capability for all SAP platforms allowing problem analysis aswell as exception distribution trend analysis and optimization

Application System Monitoring and AdministrationCustomer Application system pro-active and reactive monitoring KPIrsquos and activeadministration

Application System Health Service Level Reporting

Proactive System Health Service Level Reporting allowing pro-active analysis of criticalsystem health tendencies and potential technical SLAKPI violations

SAP Standards

System Monitoring





10

8

530

40

65

0

2

4

68

10

12


Y a

x i s

010203040506070

2 n

d Y

a x

i s

Column 1 Line 2








System Availablity

Database Size

Database Growth











SAP NetWeaver BI

System n

EWAReports

EWA

System 2

hellip

CentralPerformance

History

EWAData

EWAData

System 1

EWAData


EWA Reports

BPMon Data

CollectedEWA Data


CentralPerformance

History



BW Content

1

3a

2

4

BI queries

3b

5















Process Description









Advantages


Disadvantages




























10

8

530

40

65

0

2

4

68

10

12


Y a

x i s

010203040506070

2 n

d Y

a x

i s

Column 1 Line 2








System Availablity

Database Size

Database Growth











SAP NetWeaver BI

System n

EWAReports

EWA

System 2

hellip

CentralPerformance

History

EWAData

EWAData

System 1

EWAData


EWA Reports

BPMon Data

CollectedEWA Data


CentralPerformance

History



BW Content

1

3a

2

4

BI queries

3b

5















Process Description









Advantages


Disadvantages

































SAP NetWeaver BI

System n

EWAReports

EWA

System 2

hellip

CentralPerformance

History

EWAData

EWAData

System 1

EWAData


EWA Reports

BPMon Data

CollectedEWA Data


CentralPerformance

History



BW Content

1

3a

2

4

BI queries

3b

5















Process Description









Advantages


Disadvantages





























SAP NetWeaver BI

System n

EWAReports

EWA

System 2

hellip

CentralPerformance

History

EWAData

EWAData

System 1

EWAData


EWA Reports

BPMon Data

CollectedEWA Data


CentralPerformance

History



BW Content

1

3a

2

4

BI queries

3b

5















Process Description









Advantages


Disadvantages






































Process Description









Advantages


Disadvantages




























Process Description









Advantages


Disadvantages



























Advantages


Disadvantages











































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BPO SLR System Health