Post on 06-Nov-2015
description
Timo Rajamki , SAP Active Global Support Nordic
November 2013
2013 SAPSA
Run SAP Like a Factory
Agenda
What is Run SAP Like a Factory
OCC Operation Control Center
Application Operations
Business Process Operations
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Change
Single Source of Truth
Single Source of Truth
Application Lifecycle Management Run SAP like a Factory
Business Process Operations
Application Operations
Build Execution
Test Execution
Deployment
execution
Build Mgmt
Test Mgmt
Release &
Deployment Mgmt
Design Mgmt
IT Service Management
Minor Release
Urgent Change
IT Portfolio and Project Management
Project
Portfolio
Major Release
SAP Solution Manager - One Integrated Solution for IT Management
Business
Requirement Enhancement
Incident
Problem
Request for Change
IT Infrastructure Operations
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Problem Management (re-active / pro-active)
Run SAP Like Factory Concept C
han
ge M
an
ag
em
en
t
Operations Control Center (OCC)
Incident and Problem Management
Do Check
Plan Act
Status Core
Business Processes
Central Alert Inbox Status System
Components
Status Business
Users
Event Management
Central Monitors/ Dashboards Continuous
Improvement Process
Agenda
What is Run SAP Like a Factory
OCC Operation Control Center
Application Operations
Business Process Operations
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Solution Operation - Customer Challenges
Identify the Root cause of problem. Missing
root cause analysis tools.
Proactive end-to-end Monitoring is missing.
Challenges to move projects or releases in to
production.
No transparency or visibility to system
operations Performance & Availability
Customer Challenges
No reporting tools available.
Real time reporting is missing.
2013 SAP AG or an SAP affiliate company. All rights reserved. 8
In short:
Get full transparency about the status of your core
business processes and the IT landscape
What you get:
Clarity on the current state of your entire IT landscape in
the operations control center
Instant warnings in case of major business exceptions and
technical problems so you can take swift actions
Intuitive dashboards provide clarity to all IT support levels
Operations Control Center Central monitors
2013 SAP AG or an SAP affiliate company. All rights reserved. 9
Operation Control Center Concept
Manage Operational Efficiency
Is IT on top of projects and operations?
Are budget, capacity and skill development on track?
Are all my system up and running?
Operation Control Center Selected auto refreshed status monitors Application and Business Process oriented real-
time monitoring for the whole solution landscape
Two Operation Experts required per shift
Exceptions are automatically detected and Guided Procedures for
Resolution are available
Expert Tools for root cause analysis and problem resolution in place
Demonstrate Value of IT
Does IT help the business to grow?
Is the business using the IT solution sufficiently?
Is business continuity guaranteed?
Is throughput as expected from a business side?
Work Centers
Dashboards
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Business Process Operations and Application Operations
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 KPIs
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
2013 SAP AG or an SAP affiliate company. All rights reserved. 11
Innovation Control Center and Operation Control Center with premium access to Mission Control Center
Innovation Control Center
Build SAP like a factory
Reduce implementation cost
Reduce time to value
Smoothen transition to operations
Avoid unnecessary modifications
Mission Control Center
Enhanced Back Office
Direct access to unmatched
expertise from SAP and ecosystem
Fast issue resolution
Operations Control Center
Run SAP like a factory
Improve business continuity
Higher degree of automation
Better business performance
Reduce total cost of operations
SAP Solution Manager Customer
SAP
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Run SAP Like a Factory Benefits
Providing transparency about the status of business
processes , system availability and performance.
Identify the Root cause of problem . Missing
root cause analysis tools.
Proactive end-to-end Monitoring is missing.
Challenges to move projects or releases to
production.
No transparency or visibility to system
operations Performance & Availability.
Customer Challenges Run SAP Like a Factory
No reporting tools available.
Real time reporting is missing.
Moving to pro-active monitoring via the central alert monitors
Monitor components of the end-to-end processes to ensure
that they are available and stay available for all your critical
processes.
Rapidly identify the root cause of a problem, and restore
service if any interface or component fails.
Increase operational transparency for core SAP systems via
Interactive reporting and Management Dashboards
2013 SAP AG or an SAP affiliate company. All rights reserved. 13
Operations Control Center - Description
An Operations Control Center (OCC) consists of:
1. A set of central monitors, which permanently report the status of the business processes and
related IT landscapes, including important business and technical exceptions.
2. An infrastructure, which pro-actively monitors the solution 24x7 without manual effort, and which
triggers and correlates alerts in case of problems. The alerts are bundled in an alert inbox.
3. A small team of technical and functional IT operators, who work on these alerts in a
standardized event management process.
4. A continuous improvement process, which identifies problem areas with potentially high
business risk. Continuous improvement then initiates and tracks corrective action.
Agenda
What is Run SAP Like a Factory
OCC Operation Control Center
Application Operations
Business Process Operations
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Application Operations Overview
In short:
Monitor and manage all components of your IT environment
What you get:
Clarity on the performance of your systems, interfaces
applications
Instant alerts in case of exceptions so you can take swift
actions
Full transparency about the root cause of incidents in your
entire IT landscape and the right tools to fix it
Discover negative end-user affecting system behaviors before
the end user recognizes them
Optimize the technical performance and throughput of your
systems
2013 SAP AG or an SAP affiliate company. All rights reserved. 16
SAPs 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 SPXX
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Scope of Application Operations
System & Application
Monitoring
One infrastructure for monitoring and alerting
covering SAP & non-SAP applications
- System, Database & Host Monitoring
- End User Experience Monitoring
- Interface & Process Orchestration Monitoring
- Job & Business Intelligence Monitoring
Data Volume Management
Manage data growth and data reduction
measures in your landscape
Technical Analytics
& Dashboards
Dashboards for different target groups with
sufficient look-and-feel; pre-packed, extendable
or customer specific
Root Cause Analysis &
Exception Management
Analyze issues in heterogeneous landscapes,
ensure compliant configuration and reliable
handling of technical and business exceptions
Technical Administration
& Guided Procedures
Automated and guided handling of IT related
activities including IT Task Management
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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
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Efficient handling via System Monitoring
System hierachy
Details Tree
System list
Metric Viewer
Mobile Application
Browser based Application
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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
SAP Solution Manager
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
2013 SAP AG or an SAP affiliate company. All rights reserved. 21
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
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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
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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
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Technical Analytics 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 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
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Usage of Interactive Reporting System Specific Reports ABAP based Systems
System Availability
Instance Availability
Host Availability
System Performance CPU Utilization
DB Utilization
Memory Utilization
File System Utilization
Paging Rate
Trans/Reports
RFC Destinations
DB Availability
Response Time Distribution
Response Time Composition
DB Performance
Applications
DB Usage
WebServ.Cons.
User Activity
ABAP Exceptions
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0
20
40
60
80
100
120
140
160
0
0,5
1
1,5
2
2,5
3
3,5
4
4,5
CW42 CW43 CW44 CW45 CW46 CW47 CW48 CW49
Average Number of Dialog Steps Response Time per Dialog StepS
eco
nd
s
# D
ialo
g S
tep
s
FI 1 Last two months
0
20
40
60
80
100
120
140
160
0
0,5
1
1,5
2
2,5
3
3,5
4
4,5
Average Number of Dialog Steps Response Time per Dialog Step
Se
co
nd
s
# D
ialo
g S
tep
s
FI 2 Last 30 Days
2013 SAP AG or an SAP affiliate company. All rights reserved. 27
System Performance Top 5
Transaction
Availability HW Resources Backup Status
FI 2
FI 1
EWM
FI Systems This Week - CW49
3
+10%
2,3 s
-10%
0,9 s
-10%
1,2 s
95%
95%
100%
Add percentage
variation and
average time Colour based
on the
threshold
Number of
transactions
with negative
trend
,3 red
% availability
System Performance Top 5
Transaction
Availability HW Resources Backup Status
RUN -10%
1,2 s 100%
HR Systems This Week - CW49
2013 SAP AG or an SAP affiliate company. All rights reserved. 28
18 %
13 %
12 %
10 %
7 %
40 %
Executions/Current Week
Z_CREATE_SFIR
Z_CREATE_CFIR
ZTM_DOC_CALC_COST
SESSION_MANAGER
Z_TOUR_MONITOR
Other
Transaction Weeks Avg. Exec./Day Trend Avg. Resp. Time Trend
Z_CREATE_SFIR 4 5034 1034
Z_CREATE_CFIR 5 3560 1250
ZTM_DOC_CALC_COST 1 3200 1570
SESSION_MANAGER 6 2863 2350
Z_TOUR_MONITOR 8 1780 3320
0123456 Z_CREATE_SFIR
Z_CREATE_CFIR
ZTM_DOC_CALC_COST
SESSION_MANAGER
Z_TOUR_MONITOR
Average Response Time per Transaction
Agenda
What is Run SAP Like a Factory
OCC Operation Control Center
Application Operations
Business Process Operations
2013 SAP AG or an SAP affiliate company. All rights reserved. 30
Business Process Operations
Overview
Business process operations provides a business process oriented approach to the IT and business department to operate the mission
critical business processes covering:
Monitoring and alerting on the performance and exceptions of business processes.
Efficient and effective control over all background jobs.
Early detection and resolution of data inconsistencies.
Providing transparency to improve the business process flow through the IT solution
Optimize the technical performance and throughput of business processes
For business process operation you can use tools like Business Process Monitoring, Job Management and Data Consistency Management in SAP Solution Manager.
Business Process Analytics and the Business Process Monitoring Dash Boards can used to for a close cooperation between IT and Business Department to monitor the health of business processes and continuously improve them.
2013 SAP AG or an SAP affiliate company. All rights reserved. 31
Business Process Monitoring Focus Areas Alert Monitoring, Analytics, Dashboards
IT Business Business Process
Stabilization
(monitor interfaces & jobs)
Business Process
Improvement
Analysis of document backlog
Business Process
Improvement
Analysis of other exceptions
Minimize interface failures Minimize errors or delays in
background processing
Maximize technical performance Avoid functional errors (e.g. ABAP
dumps, update errors)
Identify standardization issues by internal benchmarking
Identify systematical end-user handling errors and possible training
gaps
Close process design gaps Adjust customizing and/or
configuration
Clean up old & open business data
Reduce Time to Market by Lead Time calculation for certain process steps
Analysis of Inventory (Slow Moving Stock)
Optimize Supply Chain (STO Value in Transit, STOs without Deliveries)
Reduce exceptions in Order Management (Credit Memos,
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
2013 SAP AG or an SAP affiliate company. All rights reserved. 32
Business Process Monitoring Information Flow High-level Overview
Solution Manager
Service
Level
Reporting
Continuous Online Alert Monitoring
Solution Landscape
BW (ad-hoc)
Reporting
People
Service
Desk
Message
SMS Email
Dashboards
2013 SAP AG or an SAP affiliate company. All rights reserved. 33
Business Process Monitoring Workflow 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
2013 SAP AG or an SAP affiliate company. All rights reserved. 34
Business Process Monitoring Available Data Collectors High-level Overview
Application specific monitoring (Throughput & Backlog Indicators) 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, 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 available under
http://service.sap.com/bpm > Media
Libary > Customer Information >
Business Process & Interface
Monitoring - Part 2
2013 SAP AG or an SAP affiliate company. All rights reserved. 35
SAP Business Process Analytics Definition and Functional Scope
What is Business Process Analytics?
BP Analytics is a tool to support the BP Improvement Methodology
BP Analytics is based on SAP BW
What is supported by Business Process Analytics?
(Internal) Benchmarking
Age structure of document backlog
Trend analysis
Direct link to managed system (detail list)
2013 SAP AG or an SAP affiliate company. All rights reserved. 36
Business Process Operations From Analysis to Stabilization & Improvement
SAP Business Process Analysis
performed on SAP ERP, SAP CRM or
SAP SRM backend system
Case 1: Improvement potential
has been identified in
application as well as cross-
application area
Step 1: Stabilize processes
with BPMon (esp. jobs &
interfaces)
Step 2: Improve processes with
BP Analytics
Step 3: Provide data to
management with BP
Operations Dashboards
2013 SAP AG or an SAP affiliate company. All rights reserved. 37
Business Process Analytics Age Structure
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Business Process Operations Dashboards Example: Manager Distribution Center
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
2013 SAP AG or an SAP affiliate company. All rights reserved. 39
Why Focus on Job Scheduling Management? Applications & Challenges
Goal Application Challenge
Visibility
Job Documentation
provide standardized & web-based documentation avoid unnecessary job processing (forgotten jobs) avoid unnecessary slow support processes living documentation vs. one-time documentation
Efficiency
SAP Central Process
Scheduling by Redwood
... automate job processing where possible (job chains)
schedule across system boundaries event-driven vs. time-driven scheduling control end-user jobs (job interception)
Effectiveness
Business Process
Monitoring
ensure that jobs start/finish at the right time ensure job processing within given time windows correlate important jobs with business processes management by exception
Governance
Job Request
provide standardized & web-based request form integration with standard incident management process integration with standard change management process integration with documentation, scheduling & monitoring
Clean-up
Job Scheduling
Management Health Check
ensure even workload distribution avoid unnecessary often job processing discontinue jobs that are no longer needed avoid redundant job processing
2013 SAP AG or an SAP affiliate company. All rights reserved.
Thank You!
Contact information:
Timo Rajamki
Technical Quality Manager
Email: timo.rajamaki@sap.com