Streamlined Application Operations - UK & Ireland SAP ... · PDF fileStreamlined Application Operations ... all systems in the BO Web Layer, ... Near real-time information supported

Streamlined Application Operations Powered by SAP Solution Manager

Andy Lawrence – ALM / RSLF Architect

SAP UKI

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2 Customer

Agenda

Application Operations Capabilities with Solution Manager

How To Adopt Streamlined Operations

Outlook & Summary


Principles for Streamlining Operations

Efficiency

- Centralization - Transparency - Continuous Improvement

– Availability

– Correctness

– Coverage

Stability

– Tools

– Processes

– People

Simplicity

– Standardization

– Pro-activeness

– Integration

Automation

Control

Application Operations with Solution Manager


SAP’s E2E Monitoring and Alerting Infrastructure – The Evolution

Local

CCMS

Central

CCMS

Integration of System and

Application Monitoring

ABAP ABAP SAP

J2EE SAP (ABAP,

Java, BOBJ,

SUP, HANA, …)

Non-SAP (IBM

WebShere,

Tomcat, MS .Net)

Application

Monitoring

System,

Database

and Host

Monitoring

PI Mon IC Mon

EE Mon BI Mon

Integration of

SAP IT Infrastructure

Management

Configuration

Management

Database

Monitoring

and Alerting

Integration

CMDB

Integration of

Business Process

Monitoring

SAP Solution Manager 7.1

Business Process KPI

Monitoring

Data Consistency

Monitoring

Unified Job Monitoring

Unified Interface

Monitoring

Message Flow and

Workflow Monitoring

SP01

SP05

SP05 SP10+

…


System and Application Monitoring Access to information without logging onto the backend system

Ph

ase 1

Monitor Systems,

Databases and Hosts

based on SAP Standard

Template

Utilize Unified Alert Inbox

including integration to

Notification and Incident

Management

Ph

ase 2

Monitor ABAP and non-

ABAP based Jobs as well

as Business Intelligence

scenarios

Monitor End User

scenarios and analysis

based on integrated E2E

Trace Analysis

Technical

Support

Ph

ase 3

Monitor Interfaces,

Connections, Process

Orchestration, Message

Flows and Workflows

Application

Support


Unified Alert Inbox the primary Alert Consumer

Central access point to handle all types of alerts

Efficient alert handling based on consolidation

of single alerts to alert groups

Integration of most common alert handling

mechanism as status tracking, incidents,

notifications and 3rd party integration

Drill down from alert type to alert groups, alert

instances and single metrics and events

Integration of analysis capabilities as problem

context and monitoring applications

Alert Type

Alert Group

Metric Viewer Alert Details


Efficient handling via System Monitoring

System hierachy

Details Tree

System list

Metric Viewer

Mobile Application

Browser based Application


Business Intelligence Monitoring as central entry point

BI Overview Monitor shows at a glance current

status and open alerts for all components

Summary of alerts and status worst case of

all systems in the BO Web Layer, BO Server

Layer and BW System Layer

BO Server Layer Sys

tem

Mo

nito

ring

BO Web Layer

BW System Layer


Job Monitoring as unified monitoring approach

Unified monitoring approach available with a dedicated

Job Monitoring Application and integration in

Unified Alert Inbox

Job Monitoring application is accessible via following

Solution Manager Work Centers

− Technical Monitoring

− Job Management

− Business Process Operations

Based on E2E Monitoring and Alerting

infrastructure, Monitoring including integration in

central Notification and Incident Management

Job Monitoring is possible from different point of views:

− Technical View e.g. Monitoring of all relevant Jobs

running at a certain group of Technical Systems

− Business Process View e.g. Monitoring of all necessary

for a certain Business Process Scenario

Job Monitoring Application

Unified Alert Inbox


System

Monitoring

(SysMon)

Job & Business Intelligence Monitoring Relationship between the different monitoring use cases

Business

Intelligence

Monitoring

(BIMon)

Job

Monitoring

(JobMon)

Scope: Business Objects Jobs, Data

Services Jobs, ABAP Jobs, BW

Process Chains, CPS managed jobs

(currently planned, more to come)

Target group: Job Administrators

and Application/Technical Support

Scope: Business Objects Jobs, Data

Services Jobs, SLT Jobs, BW Process

Chains, reporting tools and all landscape

elements necessary to run Business

Intelligence landscape

Target group: BI/BO/BW Administrators

and Application/Technical Support

Business Process

Monitoring

(BPMon)

Scope: Business Process driven and selective view

regarding Jobs and BW Process Chains

Target group: Business Process End Users and

Application Support

Scope: Selective view of Systems, Databases and Hosts

relevant for a certain interface landscape

Target group: System/Basis Administrators, Application

Support and Technical Support


End-to-End visibility with End User Experience Monitoring

Alerting and

Reporting Store

SAP Solution Manager

EEM Robot

EEM Robot

EEM Robot

End-to-End

Reporting


Robots start end user scripts according to configuration and receive responses, conduct response time

measurement and send results to SAP Solution Manager

Monitoring

Alerting

Analytics

Production

SAP Solution Manager receives results, collects corresponding server-side performance data and

visualize it in End User Experience Monitoring application

SAP Solution Manager forwards measured data for Alerting and Reporting purposes


Understand interface landscape with Interface & Connection

Monitoring

Interface Channel with human

understandable tags are used to

abstract from a concrete technical

implementation of interfaces

All relevant interface technologies

(RFC, WS, IDOC, PI, Flat File,

Gateway) are supported

Topology view allows to understand

layout and status of interface

landscape

Dashboard view provides clearly

structured overview regarding

most important metrics per

interface channel

Complete integration in E2E

Monitoring and Alerting

infrastructure and Exception

Management Cockpit Typical customer

interface landscape

Dashboard View

Topology View


Reduce costs of operation with Process Integration Monitoring

PI Monitoring Application centralizes all information relevant

to keep an PI domain up and running:

− Overview per PI domain (good-morning page for PI

administrator)

− Availability and Self Checks for PI Components

− Status information for PI Channels

− Error and backlog information based on PI Message

Statistics

PI Monitoring is completely integrated in E2E Monitoring and

Alerting, Notification/Incident Management and Root-Cause

Analysis in Solution Manager as well as with PI local tools

Message based Alerting is based on alerting rules in PI

Integration Directory which allow aggregated alert view or

individual alert view (to prevent flooding of Alert inbox)

Cross-component message search can be used for

payload-based message search cross several PI

components (usage of predefined filters and queries based

on payload attributes)

PI Monitoring Application

Message based Alerting

Cross-component Message Search


Message Flow Monitoring as Bridge between Business and IT

Centralizes all information

relevant for application support

and business users in one

application

Hides complexity of different

integration layers participating in

single message flows

Provides business user friendly

integration visibility in complete

message flow (including functional

acknowledgements)

Supports B2B as well as A2A

integration scenarios

Based on PI 7.31 SP8 or higher

Message Flow Overview

Message Flow Details


Workflow Monitoring

fast and reliable resolution of exceptions

BPM Process Monitoring: Derives

status and performance information

from BPM process instances and

visualize it sufficiently

BPM Task Monitoring: Reads from

manual or automatic processed BPM

task status and performance

information

Complete integration in E2E

Monitoring and Alerting as well as

in E2E Reporting Infrastructure

Workflow Monitoring


Interface Monitoring Process Orchestration Monitoring

System Monitoring

(SysMon)

Interface Monitoring & Process Orchestration Monitoring Relationship between the different monitoring use cases

Workflow

Monitoring (WF Mon)

Business Process

Monitoring (BPMon)

Interface & Connection Monitoring

(IC Mon) *

Scope: Web Service, RFC, File, IDOC, GW Service, PI

based Interfaces and related connections

Target group: Technical and Application Support

*) Connection Monitoring is currently an isolated monitoring

use case but is planned to be integrated in IC Mon

Scope: BPM Process Flow

Statistics, BPM Task

Statistics

Target group: Technical and

Application Support

Scope: Business Process driven and selective view

regarding interfaces and message flows

Target group: Business Process End Users and

Application Support

Scope: Selective view of Systems, Databases and Hosts

relevant for a certain interface landscape

Target group: System/Basis Administrators, Application

Support and Technical Support

Message Flow

Monitoring (MF Mon)

Scope: Single Message Flow

Instances

Target group: Application

Support, Business Process

End User

Process Integration

Monitoring (PI Mon)

Scope: PI Components and PI

Channels, Message Search,

Message based Alerting

Target group: Technical and

Application Support, Business

Process End User


Root Cause Analysis & Exception Management Near real-time information supported by structured procedures

Ph

ase 1

Resolve cross-component

/ cross-technology

problems (End-to-End

Root Cause Analysis)

Resolve System, Database

and Host specific problems

(System, DBMS and Host

Analysis)

Ph

ase 2

Check compliance of

configuration and software

(Configuration Validation)

Resolve problems in

non-SAP components

(Enhanced E2E Root

Cause Analysis)

Technical

Support

Ph

ase 3

Analyze technical and business

exceptions in deep detail

(Exception Management)

Document and automate

resolution of exceptions

(Guided Procedures)

Application

Support


Root Cause Analysis Work Center to reduce meantime to resolution

Root Cause Analysis Work Center

Unified approach for all technologies

End-to-End

Analysis

System

Analysis

Host

Analysis

Database

Analysis

Exception

Management

Configuration

Validation

Trace Analysis

Workload Analysis

Change Analysis

Exception Analysis

Change Reporting

Log Viewer

CA Introscope

Expert Links

File System Browser

CA Introscope

Host Analysis (CPU,

Paging, SWAP, Disk,

FS, NW)

OS Command

Console

DB Analysis

(Workload, I/O,

Memory, Size, Locks,

Logs)

Atomic

exceptions

Process flow

driven

exceptions

Target System

Maintenance

Comparison List

Maintenance

Report Execution

Trend Analysis


Configuration Validation to ensure compliance

Option 1:

Real System

as Reference System

Option 2:

Target System

as Reference System

base line

for validation

base line

for validation

Comparison Systems

System 1

System 2

System 3

System N

System PRD System VIR (Target)

.. Configuration validation is reporting to

understand how homogeneous configuration is between systems

It uses data stored centrally in SAP Solution Manager to do a validation of a large number of systems using a sub set of the collected configuration data

What is Configuration Validation?

All systems on a certain OS level or DB?

Template configuration (SAP or DB parameter) applied on all systems?

No system kernel older than 6 month?

Security policy settings applied? Security defaults in place?

Have certain transports arrived?

Typical questions to be answered?


Exception Management for fast and reliable resolution of

exceptions (1/2)

Detect: Single

technical or business

exceptions lead to an

alert which is visible in

System Monitoring

and/or Alert Inbox Analyze: Exception

Management Cockpit

Central

Exception Store

Detect: Monitoring and Alerting

Resolve: Guided Procedures

Analyze: Exceptions

are stored in Central

Exception Store and

can be analyzed in

Exception

Management Cockpit

Resolve: Guided

Procedures provides a

step-by-step resolution

process for exceptions


Exception Management for fast and reliable resolution of

exceptions (2/2)

Atomic exceptions:

Single exceptions

caused by one

components at one

location e.g. ABAP

dumps, ABAP SysLog,

WS exceptions, …

Process flow driven

exceptions:

Exceptions with the

need to understand the

complete process flow

to resolve it e.g.

multiple interface calls

to different receiver

systems


Technical Analytics & Dashboards Clear information, simple to consume and easy to extend

Technical

Support

Ph

ase 1

Allow administrators to understand

any analyze KPI’s covering the whole

solution landscape (Early Watch

Alert and Standard Reports in

Interactive Reporting)

Ph

ase 2

Provide support for

management decisions

(Standard

Dashboards)

Provide reporting

based on Service Level

Agreements (Service

Level Reporting)

Ph

ase 3

Enable customers to integrate

own reports (Interactive

Reporting)

Enable customers to provide

own Browser and Mobile

based Dashboards

Application

Support


Sufficient standard content

System relevant Reports are provided for

categories Availability, Performance,

Exceptions, Capacity and Usage and are

focused on ABAP and Java

End User relevant Reports are provided for

categories Availability and Performance and are

running in context script, step and location

Reporting Framework provides navigation and

time/context selection and is open for

enhancements

Interactive Reporting Dashboards

System relevant Dashboards cover

Performance and Availability and configuration

settings allow to restrict system scope and time

frame

End User relevant Dashboards cover also

Performance and Availability and configuration

settings allow to restrict scripts/locations and

time frame

Dashboard Framework is open to integrate own-

developed dashboard applications


Open for customer enhancements

BEx Query

Designer

BEx Web Appl

Designer

Change existing BW query

or create a new one

Create Web Template to

display query results

Integrate Web Template

into Reporting

Interactive

Reporting

Collect metrics and store

them in BW

Monitoring

Setup

Interactive Reporting

Create Configuration UI for

Dashboard Application

Register Dashboard

Application in DB FWK

Create Dashboard

Application UI

Xcelsius Xcelsius Bex Query

Designer

Dashboard

Framework

Dashboards

Use existing BW query or

create a new one


Support for Mobile Devices

Provides identical end user experience

visualizing dashboards as mobile application as

well as browser based application

Design time: Uses same design time

components for browser and mobile based

version Xcelsius generates Flash based

Dashboards for browser version and HTML5

based Dashboards for mobile version

Run time: Mobile client application provides

rendering environment for HTML5 based

dashboards (only available for iPad)

Supports access to SAP Solution Manager

backend via SAP Sybase Unwired Platform

(SAP SUP) as well as via SAP Gateway (SAP

GW)

Mobile Dashboards at Apple iPad


Technical Administration & Guided Procedures Centralised documentation to support collaboration

Technical

Support

Ph

ase 3

Delegate and track execution of

administration tasks centrally

(IT Task Management)

Document and automate regular

and ad-hoc administrative tasks

(Guided Procedures)

Ph

ase 1

Establish SAP Solution

Manager as central source

of truth (Landscape

Management)

Organize your notification

settings centrally

(Notification Management)

Ph

ase 2

Maintain Service times

and Service outages

(Service Availability

Management)

Schedule critical system

status and IT events in

advance (Work Mode

Management + IT Calendar)

Application

Support


Landscape Management as single source of truth

Single source of truth for application layer

Usage of object oriented model based on CIM

standard

Usage of same model and same content

repository for SLD and LMDB

Flexible model enhancements are possible

New system types with specific topologies can be

easily established e.g. system type BOBJ, HANA

or SUP

Automated discovery of systems by built-in data

suppliers (inside auto-discovery) or by agent

based approach (outside auto-discovery) for OS

and DBMS

Maximum automation regarding exchange of

landscape data between SLD and LMDB by SLD

Content Synchronization / Bridge Forwarding

Technology

Stacks

ABAP SAP J2EE BOBJ SUP

TomCat Websphere Unspecific

Java

Standalone

Unspecific

Cluster

MS . Net

SAP HANA


Guided Procedures Cut Administration Effort

Perform Route Cause Analysis and

alert resolution in a standardized and

controlled way powered by Guided

Procedures

Root Cause Analysis & Alert Resolution

Perform day-to-day operational

activities centrally in a guided and

reproducible way; execution is

triggered by IT Task Management

IT Task Management

Guided Procedure Guided Procedure


IT Task Management to support Collaboration

Author

defines IT operational activities

as guided procedures using the

Guided procedure authoring

environment in SAP Solution

Manager

Execute

find the tasks they have to

execute in the task inbox. Via

the task they jump into the

guided procedure step or

instance and execute the IT

operation

Plan

plans recurring or single

operational activities using

Guided Procedure Planning

Report

tracks completion of

operational activities IT

operations log book


Work Mode Management and IT Calendar to ensure IT events are

planned

Work Mode Management allows planning and

maintenance of Work Modes for Technical Components

The following types of work modes are supported:

Planned Downtime, Maintenance, Peak Business Hour,

Non Peak Business Hours and Non Business Hours

Single and Recurring Work Modes can be scheduled

Spurious alert suppression during downtimes

Planned Downtimes can be notified to target users

based on a pre-determined pattern

Mass copy of Work Modes across Technical Components

can be performed

Work Modes can be scheduled for Technical Scenarios,

Technical systems, Instances, Databases, Logon

Groups

IT Calendar provides an overview of the planned IT

events for selected times intervals and technical

components

Month, Week and Day views are supported

Easy navigation between different views


Service Availability Management to show value to business

Define and Maintain Service

Times agreed between

Business and IT

Provide actually measured

service times based on

− Work Mode Management

− Technical Monitoring

Maintain occurred service

outages including additional

information as status, business

impact, activities taken, reason,

category, …

Provide reporting for Service

Availability including

compliance to defined

thresholds

Is single source of truth for

availability measurement

Maintain Service Times

Service Availability Reporting

Maintain Service Outages


Data Volume Management Underlying growth linked to business object

Technical

Support

Ph

ase 1

Calculate potential

savings based on

collected information

Identify areas with highest

potential to reduce data

volume from technical and

business point of view

Ph

ase 2

Define business and legally

compliant Data Volume

Management strategy

Learn from SAP’s Best

Practices to define the most

efficient DVM strategy

Ph

ase 3

Measure progress of

executed Data Volume

Management strategy

Application

Support


Data Volume Management Work Center Which applications are provided…

Data Allocation Statistics Understanding the data consumption of SAP

Landscapes rather than single systems

Application related views on data distribution

(application area, document types, archiving

objects…)

Historical view on data size and growth rates

Table Utilization Analysis Identify unused data as potential for data reduction

Tackle most heavily accessed objects with

DVM measures on an early stage

Time Based Distribution of Records Automated calculation of ‘Age Footprint’ of SAP

Applications

Identification of application areas and document types

‘mature’ enough for reduction measures

Detection of data quality issues

Best Practice Document Generation Guided creation of best practice documents for

selected objects

Understanding the business background and possible

data reduction measures

Provides standardized data content analysis for

technical blueprint

Data Volume Management Efficiency

Reporting Visualization of business growth rate compared to

technical landscape growth

Basis for decision making and planning of follow up

activities

Display of landscape wide achievements of

measures taken

Calculation of Potential Savings Simulation of saving potential for data deletion or

archiving using SAP best practice values

Revealing potential data volume management strategy

gaps

How To Adopt Streamlined Operations


Problem Management (re-active / pro-active)

Run SAP Like Factory – Operations Control Center C

ha

ng

e M

an

ag

em

en

t

Operations Control Center (OCC)

Incident and Problem Management

Status Core

Business Processes

Central Alert Inbox Status System

Components

Status Business

Users

Event Management

Central Monitors/ Dashboards Continuous

Improvement Process

Business Process

Operations

Application

Operations

IT Infrastructure

Operations

Plan

Do Check

Act


Run SAP like a Factory – Layers to be considered

Business

Process Layer Solutions

Business Processes

Business Process Steps

Business

Process

Operations SolDocu

IT Infrastructure

Layer Physical & Virtual Hosts

Printers

Disks & Storage

Network devices

IT Infrastructure

Operations CMDB

End-Users scenarios

Interfaces & Jobs

Products & Applications

Systems & Scenarios

Databases & Operating Systems

Application

Layer

ABAP J2EE

Application

Operations LMDB


Operations and continuous improvement

Operations Phase: After go-live

How To Create an OCC Establish Operations Control

Operated by a small team of IT

Operators, who work on the alerts in a

guided way (event management)

Provides monitors and dashboards,

which report the status of the business

processes and related IT landscapes

Includes a continuous improvement

process, which optimizes the overall

operational setup depending on newly

identified business requirements

Operations Control Center

Event Management

Incident Management

Problem Management

Continuous Improvement Central Monitors


Change M

anagem

ent

Status Business Users Status Core Business

Processes

Status of Technical

Components

Alert Inbox


How To Create an OCC

Iterative Approach

Understand current operational challenges by answering the question:

While operating SAP, what creates pain to the Business

/ to IT, and why?

Create transparency about these challenges – by

setting up central monitors and a standardized monitoring process

Improve the initial setup, and SAP operations in general –

by implementing a continuous optimization

process

1 2 3


How To Create an OCC

Simple Process to Integrate Toolsets into Daily Operational Use

Business

IT

Operations

Control Center

Business Process

Analytics

Detect

Problem

BP KPI & Data

Consistency

Monitoring

Business Process driven view for

selected Jobs, Interfaces, Scripts

and Technical KPI’s

Dashboards

System, Database &

Host Monitoring

End User Experience

Monitoring

Interfaces & PO

Monitoring

Job & BI Monitoring

Alert and

Event

Management

Incident and

Problem

Management

(optional

component)

Route

Problem

Guided Procedures

IT Task

Management

Root Cause

Analysis

Resolve

Problem

Business Process

driven Root Cause

Analysis

Exception

Management

Business Process

Improvement

http://imagedirectory.wdf.sap.corp:6085/ImageLibrary/ImageDetailsView?imageId=47bc4ddd-5e3e-4b03-bdc1-2db095f5c066

Outlook & Summary


SAP Solution Manager Release Planning

DEC

2017

7.1 SP05

(*)

End Of

Maintenance


End Of

Maintenance


SP09/10

(*)

SP11

(*)

SP12

(*)

(*) Functional delivery

MAY

2011

JUN

2012

OCT

2013

DEC

2013

Q1

2014

Q3

2014 …

Today


Development Priorities for Application Operations

Guided Procedure Framework to document and automate

regular and ad-hoc tasks

Integration Guided Procedure Framework with CRM-based

Task Management

Coverage of SAP’s latest product innovations

Unified Monitoring and Alerting approach

for Business and IT

Automation of regular and ad-hoc activities

including task management

Customer requirements Planned Extension

Improved support for non-SAP components

Unification of Business Process Monitoring and E2E

Monitoring and Alerting Infrastructure

One infrastructure for “overlapping” use cases as Job

Monitoring and Interface Monitoring

Integration in Application Operations for SAP HANA, SAP

Data Services, SAP Information Steward, …

Integration in Application Operations for SAP SUP, SAP Afaria

and SAP Gateway (coverage of Online and Offline scenarios)

Enhancement of Landscape Management for non-SAP /

customer specific components

Enhancement of Application Operations for non-SAP /

customer specific components


Problem Management (re-active / pro-active)

Run SAP Like Factory – Operations Control Center C

ha

ng

e M

an

ag

em

en

t

Operations Control Center (OCC)

Incident and Problem Management

Status Core

Business Processes

Central Alert Inbox Status System

Components

Status Business

Users

Event Management

Central Monitors/ Dashboards Continuous

Improvement Process

Business Process

Operations

Application

Operations

IT Infrastructure

Operations

Plan

Do Check

Act


Further Information

SAP Public Web

SAP Community Network www.sdn.sap.com/irj/sdn

SAP ALM Homepage

ALM on SCN

http://service.sap.com/alm

http://www.sdn.sap.com/irj/sdn/alm

SAP Solution Manager Homepage http://service.sap.com/solutionmanager

7.1 Ramp-Up Knowledge Transfer http://service.sap.com/rkt-solman

Guided Self Services

Solution Manager 7.1 Docs and Release Notes

Solution Manager Mobile Applications

SAP Solution Manager 7.1 Book (3rd Edition)

http://service.sap.com/gss

http://help.sap.com/solutionmanager71

http://help.sap.com/sm-mobileapps

www.sap-press.com

http://www.sdn.sap.com/irj/sdn

http://service.sap.com/alm



http://service.sap.com/solutionmanager

http://service.sap.com/rkt-solman






http://help.sap.com/solutionmanager71

http://www.sap-press.com/



© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Contact information:

Andy Lawrence

ALM / RSLF Architect

+44 7808 575 227


© 2013 SAP AG or an SAP affiliate company. All rights reserved.

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Documents

Streamlined Application Operations - UK & Ireland SAP ... · PDF fileStreamlined Application Operations ... all systems in the BO Web Layer, ... Near real-time information supported