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Transcript of A Comprehensive Introduction to SAP Solution Manager(1)
© SAP AG 2007, 0
A Comprehensive Introduction to SAP Solution Manager
Lorie Ballbach and John Krakowski, Jr. SAP America
© SAP AG 2007, 2
Welcome to the SAP Solution Manager Jumpstart Session
SAP Solution Manager is an application management tool with many components that you can use to collaboratively manage your End-to-End business processes and the solutions that support them through the entire lifecycle of the process and system.
During this three hour session, we will help you master the fundamental concepts of the SAP Solution Manager as we explore the following SAP Solution Manager concepts/components:
Implementation and upgrade capabilitiesMonitoring/DiagnosticsService DeskChange Request ManagementReportingService Delivery
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© SAP AG 2007, 3
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
© SAP AG 2007, 4
Business and IT Challenges Have a Direct Impact on the Complete Solution Lifecycle and Determine CIO Priorities
IT challenges and top CIO priorities
Tightened IT budgets
Need for flexible solutions
Need for constant innovation
Increased system complexity
Internationalization
Changing business models
Bus
ines
s a
nd IT
cha
lleng
es
*Sources: STATE OF THE CIO2006 , EIU 2006
Align IT and business goalsEnsure IT-enabled process improvementImprove project management disciplineAccommodate growth ofthe business
Control IT-costsImprove internal user satisfactionAllow fast business adoptabilityEnable adaptation of new business modelCreate or maintain the ability to innovate continuously
Ensure business continuityEnable or enhance knowledge management
Increase operating efficiencyLeverage intellectual assets
Ensure regulatory compliance
Top CIO Priorities*
Application Manage-
ment
© SAP AG 2007, 5
Driver and Scope of SAP End-to-End Solution Operations
SAP provides standards and best practices to manage Key Performance Indicators (KPIs) and reduce Total Cost of Operations (TCO), increasing:
End-to-End Business Process AvailabilityEnd-to-End Business Process PerformanceEnd-to-End Data Consistency and TransparencyEnd-to-End Maintainability and Upgradeability
Including custom code and code from partners
While software has become easier to use over the past years, IT landscapes have become more complex to manage
#User
t
CRM
R/3
BW
EP 7.0
LegacySystem
Spread Sheet
Outlook
Siebel
People-softHR
XIManugis-tics
EP 6.0
External Web
Documentum
CRM
R/3
BW
EP 7.0
LegacySystem
Spread Sheet
Outlook
Siebel
People-softHR
XIManugis-tics
EP 6.0
External Web
DocumentumR/3
LegacySystem
Manugistics
R/3LegacySystem
Manugistics
2000 2007 2010
EnterpriseSOA
EnterpriseSOA
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© SAP AG 2007, 6
Key Technology Challenges and Our Joint Response
Enterprise SOA promises Reduction of application management complexity Simplification of Technology Stacks and Consolidation of System LandscapesUltimately leading to a reduction in TCO
Next Workplace Platform
With SAP NetWeaver®
Portal, we deliver the ideal platform
with which to create workplaces
Next Master Data Management
Platform
With SAP NetWeaver XI and MDM, we deliver optimum support for your
phased upgrades
Next Data Warehouse
Platform
With the BI Accelerator (BIA),
SAP delivers a high-performance and high-volume data
warehouse platform
Next EAI Platform
SAP NetWeaver XI is scalable, high
performance, high availability, and easy
to adapt
HOW CAN WE SUPPORT THIS OPTIMALLY?WHAT IS THE RIGHT SUPPORT PLATFORM?
© SAP AG 2007, 7
SERVICE & SUPPORT
Key Technology Challenges and Our Joint Response (cont.)
Next Application Management Platform
One Transport Order Root Cause Analysis Change Control Integration and Automation Monitoring
Enterprise SOA enables true End-to-End Solution Operations Reduction of technology management complexity Simplification of Technology Stacks and Consolidation of System LandscapesUltimately leading to a reduction in TCO
End-to-End Solution Operations
Next Workplace Platform
With SAP NetWeaver Portal, we deliver the ideal platform
with which to create workplaces
Next Master Data Management
Platform
With SAP NetWeaver XI and MDM, we deliver optimum support for your
phased upgrades
Next Data Warehouse
Platform
With the BI Accelerator (BIA),
SAP delivers a high-performance and high-volume data
warehouse platform
Next EAI Platform
SAP NetWeaver XI is scalable, high
performance, high availability, and easy
to adapt
© SAP AG 2007, 8
SERVICE & SUPPORT
Key Business Challenges and Our Joint Response
SAPCRM
SAP CRM is the platform of choice to
optimize go-to-market and customer service
SAPSRM
SAP SRM is the platform of choice to improve Purchasing
SAPSCM
SAP SCM is the platform of choice to improve supply chain
management
SAPPLM
SAP PLM is the platform of choice for
product lifecycle management
Next Application Management Platform
One Transport Order Root Cause Analysis Change Control Integration and Automation Monitoring
End-to-End Solution Operations
Enterprise SOA enables true End-to-End Solution Operations End-to-End Unified and Standardized Application Management End-to-End Business Process and Interface MonitoringOne Integration Platform Ultimately leading to reduction of TCO
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© SAP AG 2007, 9
A Different Approach to IT Solution Management Is Needed
Key Requirements:
IntegrationIntegration is vital because you need one place where all information comes together
Lifecycle orientationLifecycle orientation is vital because it structures customers’ tasks from a time perspective
Business process orientationBusiness processes are the glue for the information which is acquired during the software lifecycle
© SAP AG 2007, 10
End-to-End Solution Operations Requires
Standards = Tools, Processes, and Best Practices
End-to-End Root Cause AnalysisSAP standards for Incident Management
Speak the same language
End-to-End Change ControlSAP standards for Change Control and Application ManagementSAP standards for Functional, Regression, and Volume Testing
Manage quality
End-to-End Business Process Integration and Automation SAP standards for Job Scheduling, Interface, and Business Process Monitoring
Enable value realization
End-to-End Enterprise SOA ReadinessSAP standards for Service Enablement, Upgrades, and Migrations
Get ready for new business needs
© SAP AG 2007, 11
SAP Standards for Solution Operations
SAP Standards for Solution Operations Define Operations Processes
Exception Handling
Data Integrity Change Request Management
Testing
Upgrade
eSOA Readiness
System Administration
System Monitoring
Incident Management
Root Cause Analysis
Change Control Management
Minimum Documentation
Remote Supportability
Business Process and Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional Consistency
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© SAP AG 2007, 12
Run SAP Operations StandardsMETHODOLOGY
Run SAP Operations StandardsMETHODOLOGY
• How to transition from implementation project to productive operation
• How to ensure the support organization will be able to manage the solution
• How to operate an SAP-centric solution• How to run versatile solutions with
SAP and non-SAP components• How to manage availability of
business processes and systems
Today’s support organizations need to manage complex solutions with quality, while controlling the cost of operations
Run SAP SafeguardingTECHNICAL QUALITY MANAGEMENT
Run SAP RoadmapBEST PRACTICES
Run SAP RoadmapBEST PRACTICES
• Benefit-driven Run SAP implementation
• Roadmap for the technical implementation and operations project
• SAP provides standards for operations
• How to integrate legacy systems and third-party products
• How to implement operations for custom code
Run SAP IntegrationCOMPONENT INTEGRATION
Run SAP
Run SAP: Methodology for End-to-End Solution Operations
© SAP AG 2007, 13
Change RequestManagement
Follows ITIL standardsMaintenance processes
SAP Solution Manager — Usage Scenarios
Service DeskBest practicesfor messaging Solution ManagerDiagnostics
Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration
Upgrade ofSAP Solutions
SAP methods and toolseLearning managementTest management
Implementation ofSAP Solutions
SAP methods and toolsGlobal rolloutsCustomizing synchronizationeLearning managementTest management
COREBUSINESS
PROCESSES
Delivery ofSAP Services
On-site/remote deliverySAP Safeguarding
SAP Solution Manager provides a comprehensive solution to run your SAP solutions:
© SAP AG 2007, 14
Run SAP Methodology and SAP Standards for Solution Operations
Summary
Training andCertification
Tools Services Best Practices
Guarantee for End-to-End:
Business Process Availability
Business Process Performance
Data Consistency andTransparency
Maintainability andUpgradeability
… for all SAP Solutions
End-to-End Root Cause Analysis
End-to-End Change Control
End-to-End Business Process Integration and Automation
End-to-End Enterprise SOA Readiness
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© SAP AG 2007, 15
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
© SAP AG 2007, 16
On-site/remote deliverySAP Safeguarding
Change RequestManagement
Follows ITIL standardsMaintenance processes
SAP Solution Manager — Usage Scenarios
Service DeskBest practicesfor messaging Solution ManagerDiagnostics
Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration
Upgrade ofSAP Solutions
SAP methods and toolseLearning managementTest management
Implementation ofSAP Solutions
SAP methods and toolsGlobal rolloutsCustomizing synchronizationeLearning managementTest management
Delivery ofSAP Services
COREBUSINESS
PROCESSES
© SAP AG 2007, 17
Implementation/upgrade requirementsNeed for a proven and comprehensive implementation methodology and supporting toolsEnable global rollout and management of templatesEnsure consistent management of configurationProvide integrated eLearning managementEnable efficient and integrated test managementProvide detailed project documentation
Customer Implementation/Upgrade Requirements
Implementation and upgrade projects require proven tools, content, and methodologies
Customer situationNew implementation or upgrade project is plannedCompany-wide standardization is requiredDistributed landscapes require new capabilities to manage configurationCustomers’ existing solutiondocumentation often not sufficientMajor new functionality needsto be implemented
Application Manage-
ment
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© SAP AG 2007, 18
Implementation, Global Rollout, and Upgrade Objectives
Provide proven and comprehensive implementation and upgrade support
Optimize customizing and configuration
Enable knowledge transfer from experts to end users
Accelerated test management and execution
Consolidate and preserve project documentation
Enable global standardization
Application Manage-
ment
© SAP AG 2007, 19
ASAP Methodology
Description
http://service.sap.com/roadmaps *
AcceleratedSAP (ASAP) provides a proven, comprehensive, repeatable, rich methodology to streamline implementations, upgrades, global rollouts, and more
More info
* Requires login credentials to the SAP Service Marketplace
© SAP AG 2007, 20
Experience:Facilitates controlled management of implementations and upgrades based on best practicesAligned with industry standards and procedures (PMI PMBOK)Specific to SAP solutions
ASAP Is Supported by SAP Expertise and SAP Tools
Aligns customer’s business requirements with SAP solutions
SAP Solution Composer
ASAP roadmap composed to fit specific project needs
SAP Roadmaps
For SAP solution design, documentation, configuration, testing, and operations
SAP Solution Manager
Tools:
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© SAP AG 2007, 21
Example: ASAP Implementation Roadmap
The individual phases of the ASAP Implementation Roadmap are:
Each phase has a set of deliverables that are produced during the duration of the phase and serve as input to the phases that follow. Each deliverable provides a list of outputs it consists of and methods that are used to produce the deliverable.
© SAP AG 2007, 22
SAP Solution Manager — Roadmaps at a Glance
Implementation methodology provided through RoadmapsImplementation Roadmap for the SAP Business Suite
Target Group: Project Managers, Functional Implementation Team (Application Consultants)Milestone/synch points, concept, and alignment of support services
Solution Management RoadmapTarget Group: Technical Implementation Team (Technical Consultants)Milestone/synch points, concept, and support services aligned
Global Template and Global Rollout Roadmaps: Target Group: Program/Project ManagersRoadmap content adapted to SAP Solution Manager Global Template usage
Upgrade RoadmapBundling SAP’s knowledge and best practices for the entire upgrade procedure for an entire system landscape from a functional and technical perspective
© SAP AG 2007, 23
ASAP Implementation Roadmap in Detail
Graphical entry into and status overview of your projectGraphical entry into and status overview of your project
Links to accelerators for your project phaseLinks to accelerators for your project phase
Phase-driven approach for functional and technical implementation and ongoing operation activities
Phase-driven approach for functional and technical implementation and ongoing operation activities
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© SAP AG 2007, 24
SAP Solution Manager — Functions in Detail
Service Delivery Platform
SAP Active Global Support
Services
Best Practice Documents
Configuration Content
Roadmaps
Testing Service Desk
Solution Monitoring
Service Level Reporting
Customizing Synchronization
Implementation and Roll-out Platform
Gateway to SAP
Landscape Reporting
Tool
Content
eLearning
Upgrade Change Request Management
© SAP AG 2007, 25
Plan, Build, and Run Successful Solutions
Plan Build Run
Map business requirements and perform initial scoping with SAP
Solution Maps from SAP Solution Composer
Design, Configure, Document, Test, and Go-Live with SAP Solution using
SAP Solution Manager with ASAP Roadmaps
Run, Monitor, Operate, and Control any change in your SAP Solution with SAP Solution Manager using Service Desk, Solution Monitoring, Change
Request Management
Insight, Flexibility, Control, Efficiency, Transparency
Definecustomersolution basedon
SAPprocesses
Roadmaps
Project Administration
Issue Tracking/ Monitoring / Reporting
Roadmaps
Project Administration
Issue Tracking/ Monitoring / Reporting
Synchronize Cust. settings
Configure processes
Training
Define project
Set up systemlandscape
Define project
Set up systemlandscape
SAP Solution Manager
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
preparation
Testing
HandoverTo
Operations
© SAP AG 2007, 26
SAP Solution Manager Benefits (Highlights)
Customer-focused and Customer-owned tool — no additional license feeSupports a solution through its entire lifecycleSmooth hand-off to production of fully-documented customer solutionGlobal template functionality reduces future setup costs for local implementation projects — reusability/repeatability for future rolloutsSupports methodology, reducing the need for additional tools and their licensing feesEnables control of your implementation or upgrade project (manage scope, capture requirements, configure, test) from a single, integrated environmentFully-integrated set of tools required in implementation or upgrade
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© SAP AG 2007, 27
SAP Solution Manager Benefits (Highlights) (cont.)
Central repository for documentation and issues — your project library — use to build your own best practicesSupport of global template projects Unique customizing distribution and comparison featuresScenario-driven blueprint, configuration, and testing approachStandard scenarios available for SAP ERP, SAP CRM, SAP SCM, SAP SRM
© SAP AG 2007, 28
Implementation Process with SAP Solution Manager
ProjectPreparation
Provide initial planning and
preparation for your SAP project
BusinessBlueprint
Documents the business process requirements of
the company
Realization
Implement business and process
requirements based on the Business
Blueprint
FinalPreparation
Complete the preparation for
Go-Live
Go-Live andSupport
Cut over to live productive operation and
continuous support
© SAP AG 2007, 29
Implementation Process with SAP Solution Manager (cont.)
Define customersolutionbased on
SAP processes
ProjectPreparation
BusinessBlueprint Configuration
Roadmaps
Project Administration
Issue Tracking/Monitoring/Reporting
Synchronize customer settings
Configureprocesses Test
processes
Define project
Set up systemlandscape
SAP Solution Manager
Testing
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© SAP AG 2007, 30
BusinessBlueprint Configuration Testing
Phase 1 — Project Preparation
ProjectPreparation
Project Issue
ManagementDefine Project
SystemLandscape
SAP Solution Manager
What do I need to set up in SAP Solution Manager?
Key WordCategories
DefineStatuses
Project TeamAuthorization
Profiles
DocumentManagement
DefineHigh-Level
ScopeLeverage
Scopefrom Different
Projects
Upload Roadmap
© SAP AG 2007, 31
Defining a Project — General, Landscape, Standards, ...
Define project dataPerson responsible for the projectLanguage of the project: Determines in which language the documents will be accessed from knowledge warehouseOverall project statusProject time frame for plan and actual data
Assign project team membersAssign generic or existing users as potential resources for the projectAssign Project team members to tasksin a project structure (e.g., Solar01) Direct access to user maintenance
Define Project StandardsSet status values to be used duringthe projectKeywords as search criteria for documentation in reportingSelect and/or define document types and related templates (Button: Project template)
Define project dataPerson responsible for the projectLanguage of the project: Determines in which language the documents will be accessed from knowledge warehouseOverall project statusProject time frame for plan and actual data
Assign project team membersAssign generic or existing users as potential resources for the projectAssign Project team members to tasksin a project structure (e.g., Solar01) Direct access to user maintenance
Define Project StandardsSet status values to be used duringthe projectKeywords as search criteria for documentation in reportingSelect and/or define document types and related templates (Button: Project template)
© SAP AG 2007, 32
Defining Project Standards — Documentation Types
Define document typesCreate own doc types and import templateChange existing doc types/templates
Define document typesCreate own doc types and import templateChange existing doc types/templates
File extension: determines which editor to launch if no template is set
File extension: determines which editor to launch if no template is set
Several documents: determines whether more than one document of the doc type can be attached to one structure item
Several documents: determines whether more than one document of the doc type can be attached to one structure item
Global doc.:Doc type automatically assigned to projects while project is created
Global doc.:Doc type automatically assigned to projects while project is created
Status Schema: different status values per doc type can be configured
Status Schema: different status values per doc type can be configured
Blueprint-Relevant: Will this doc type be included in blueprint document?
Blueprint-Relevant: Will this doc type be included in blueprint document?
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© SAP AG 2007, 33
Defining Project Standards for Project Preparation
Define, document, and communicate project standards to ensure consistent use of methods and tools for the project and post production support
Develop naming conventions: Projects, Logical Components, Documents, Status Values, etc.
Develop Project Management Standards: Required deliverables = Document TypesDeliverable Status = Document Status ValuesQuality control process for deliverablesBlueprint workshop preparation and delivery
Establish a requirements validation and document approval process
Establish a Governance Board: Administers the use of the tool across PMO and ITCross-team representationRoll lessons learned into standards and update as required; quick response
© SAP AG 2007, 34
ProjectPreparation
BusinessBlueprint Configuration Testing
Phase 2 — Business Blueprint
Issue Management
Scenario-Based
ContentUpdates
Available
SAP Solution Manager
How do I manage Business Blueprint in Solution Manager?
Documentingin MS Office
GraphicalView
Direct Linkto SAP
Documentation
Status Deliverables/Documents
LeverageScope
from DifferentProjects –Templates
BusinessBlueprint
Reference Structure
© SAP AG 2007, 35
How to Describe Solutions?
Three-level approach used internally and externally to describe a business-oriented view
Business Scenario
Process Step
ProcessVisualized by
ComponentView
Transactions
Bus
ines
s vi
ew/
As
is –
To b
eSo
ftwar
eVi
ew
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© SAP AG 2007, 36
Defining Your Business Process Hierarchy
BusinessScenario
BusinessProcess
ProcessStep
A business scenario is a set of processes that define a business task in a comprehensive and self-contained manner on a macro level
A process is a set of logically related activities performed to achieve a defined business outcome (cf. Davenport and Short, 1990)
A process step is an elementary activity performed to accomplish a process
Order to Cash
Sales Order Processing:
Create Inquiry
Transaction TabVA11 Create InquiryVA12 Change InquiryVA13 Display InquiryVA15 Inquiries listV.03 List of Incomplete Inquiries
© SAP AG 2007, 37
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24
SAP Implementation Content
Define scope with assistance from the BPR♦ Click on Business Scenarios folder (#1)♦ Click on the pull down menu (#2) to the right of the
Scenario Name field♦ Navigate through the BPR to find the desired
business scenario (#3)If a scenario doesn’t exist – click in the Scenario Name field and type it in manually (#4)
Define scope with assistance from the BPR♦ Click on Business Scenarios folder (#1)♦ Click on the pull down menu (#2) to the right of the
Scenario Name field♦ Navigate through the BPR to find the desired
business scenario (#3)If a scenario doesn’t exist – click in the Scenario Name field and type it in manually (#4)
3
© SAP AG 2007, 38
Business Scenario Documents
(Scope clarification and business alignment)
Business Process Documents
(Process requirements)
1:X
Key Decision Documents
(to drive decisions)
1:X
Business Scenario DocumentsFocus is on understanding business objectives and their related business requirements as they relate to key business processes
Business Process DocumentsFocus is on understanding business process requirements and their related inputs, outputs, impacts, integration, authorization, and realization considerations
Business Process Step DocumentsFocus is on understanding detailed process step requirements and their related roles, variants, and potential solution considerations
Key Decision DocumentsFocus is on capturing key decisions made with respect to scope, business scenarios, business processes, process steps, etc.
Documentation Approach and Templates
Business Process Step Documents
(Functional requirements)
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© SAP AG 2007, 39
Business Blueprint — Capture Requirements
Create, edit, store, upload, and download requirements documentsPredefined templates/document types for:
Scenario descriptions, diagrams, installation guides Customer Input TemplateDevelopments — Interfaces, Forms, Reports
You can also create your own templatesReporting features to track and filter on documents
Business process requirementsBusiness process modelsDevelopments (reports, interfaces, conversions, and enhancements)Other documentsBusiness process transactions
© SAP AG 2007, 40
Graphical Representation of Scope by Logical Component
Available in Blueprint and Configuration transactionsScenario: Navigation via double-click into the processProcess: Navigation back to the scenario via Back to Scenario arrow
Scenario
Process
© SAP AG 2007, 41
Generate Business Blueprint Document
Generate Business Blueprint Document for sign-off
Could contain Business Process Graphics corresponding to the solution
scope in Solution Manager
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© SAP AG 2007, 42
Defining Project Standards for Business Blueprint
Defining quality standards for Blueprint-relevant deliverables ensures consistency in content, look, feel, and scope
Generate a Blueprint document by scenario, process, team, etc., as part of Quality Control during the blueprinting process
Don’t wait until the night before the Blueprint is due!
Use of defined document statuses enables deliverable tracking: Status tracking of deliverables through blueprint process
Enable Electronic Signature to approve and lock documents
Empower a Governance Board: Gathers feedback and rolls lessons learned into standards
© SAP AG 2007, 43
Phase 3 – Realization
Access IMG and configure solution
Capture configuration
documentation
SAP Solution Manager
Key Realization activities enabled in Solution Manager
Document test cases
Keep configuration in sync between
systems
RICEFW Developments
Plan and perform unit
tests
Plan and execute integration test
Store and manage training
documentation
Plan and perform cycle tests
ProjectPreparation
BusinessBlueprint Configuration TestingRealization
© SAP AG 2007, 44
Realization — Configure Business Processes
Configuration of process requirements specified in the Business Blueprint
Automatic assignment to transactions and BC Sets using objects from the Business Process Repository
Re-use of Configuration via BC Sets (e.g., at a Rollout location)
Re-use of Configuration via BC Sets (e.g., at a Rollout location)
Configuration via Implementation Guide (IMG)Configuration via Implementation Guide (IMG)
Define and assign test cases to business processes
Define and assign test cases to business processes
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© SAP AG 2007, 45
Configuration in Detail
Process:
Assign related IMG area to process/process step
For each process step, navigate to the IMG (F4 in Object column) of the related SAP components
Document configuration settings Attach additional documentation for configurationCould be done via BC Sets as well (for documentation)
Process:
Assign related IMG area to process/process step
For each process step, navigate to the IMG (F4 in Object column) of the related SAP components
Document configuration settings Attach additional documentation for configurationCould be done via BC Sets as well (for documentation)
© SAP AG 2007, 46
Configuration Documentation
BusinessScenario
BusinessProcess
ProcessStep
Componente.g., R/3 Enterprise
TransactionsTransactions
Transactions
ProjectDocs
ProjectDocs
ProjectDocs
IMGObjectsIMGObjects
IMGObjectsIMGObjects
ConfigDoc
ConfigDoc
© SAP AG 2007, 47
Interface/Conversion Functional Specifications
Forms/Reports Functional Specifications
Key Decision Documents
(to drive decisions)
Functional specifications for:Interface/conversionForms/reports Enhancements◆ Focus is on understanding business
drivers and their related business requirements as they relate to the proposed development item
◆ Provides a high-level process/data flow overview and alternative solutions considered
Key decision documents◆ Focus is on capturing key decisions
made with respect to scope, Business Scenarios, Business Processes, Process Steps, etc.
Documentation Approach and Templates
Enhancement Functional Specifications
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© SAP AG 2007, 48
Create and Assign Additional Customizing Objects
Create and assign customizing objects:Select object type (e.g., IMG)Select row and click AddLaunch IMG Object in the component systemConfigure IMG Object and return back to Solution ManagerMaintain status and responsible per object
Create and assign customizing objects:Select object type (e.g., IMG)Select row and click AddLaunch IMG Object in the component systemConfigure IMG Object and return back to Solution ManagerMaintain status and responsible per object
© SAP AG 2007, 49
Maintenance of links to customer-specific developments like BAdI implementations, reports, and modificationsDirect navigation to coding and specification/documentationMaintenance of the product context of the implemented process
Document Customer-Specific Developments
© SAP AG 2007, 50
Defining Project Standards for Realization
Defining quality standards for configuration and development-relevant deliverables, assures consistency in content, look, feel, and scope
Generate a configuration reference document similar to the Blueprint documentDefine a formal sign-off process for approving configuration and development
Keep track of IMG Configuration changes: Track changes to the IMG with IMG LogAssign IMG object owner and status on the Configuration TabAssign Development object owner and status on the Development Tab
The Configuration Folder in Solar02 is used to document non-process related activities; Basis; BI, etc. Link documents together to create requirements traceability
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© SAP AG 2007, 51
Phase 4 — Testing
Access IMG and configure solution
Capture configuration
documentation
SAP Solution Manager
Key Realization activities enabled in Solution Manager
Document test cases
Keep configuration in sync between
systems
RICEFW Developments
Plan and perform unit
tests
Plan and execute integration test
Store and manage training
documentation
Plan and perform cycle tests
ProjectPreparation
BusinessBlueprint Configuration TestingTesting
© SAP AG 2007, 52
Test Planning — Creating a Test Plan
Scenario: Outbound Telesales
Process: Campaign Preparation
Test document 1
Test document 2
Scenario: Order to Cash
Process: Sales Order Processing
Process Step: Process sales order
eCATT Configuration
Manual test case
Test document 1
Test document 2
Manual test case 1
eCATT Configuration 1
Scenario: Outbound Telesales
Process: Campaign Preparation
Scenario: Order to Cash
Process: Sales Order Processing
Process Step: Process sales order
Test Plan
© SAP AG 2007, 53
Test Planning — Creating Test Packages
Test document 1
Test document 2
Manual test case 1
eCATT Configuration 1
Scenario: Outbound Telesales
Process: Campaign Preparation
Scenario: Order to Cash
Process: Sales Order Processing
Process Step: Process Sales Order
Test Plan
Test document 1
eCATT Configuration 1
Test document 2
Manual test case 1
eCATT Configuration 1
Test Package 1
Test Package 2
Test Package 3
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© SAP AG 2007, 54
Test Planning — Assigning Test Packages
Test document 1
eCATT Configuration 1
Test document 2
Manual test case 1
eCATT Configuration 1
Test Package 1
Test Package 2
Test Package 3
Individual tester
Multiple testers
© SAP AG 2007, 55
Test Execution
Test document 1
eCATT Configuration 1
Manual test case 1
eCATT Configuration 1
Test Package 1
Test Package 3
Logs into the Test system with the assigned user ID
Views Test worklist in STWB_WORK
Executes test cases within assigned test
packages
Documents execution status and the results
of each test case
Documents test defects as necessary
© SAP AG 2007, 56
Define Project Standards for Testing
Defining quality controls for test case scripts and data sets ensures they accurately represent the business requirement and will test the appropriate data
Define whether or not Unit Testing is formal or informalUnit test cases can be strung together to create Integration Test casesUse separate test data set documents so test cases can be reused
Link documents to create requirements traceability back to the original business requirement
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© SAP AG 2007, 57
Other Supporting Components: Final Prep, Go-Live, and Support
SAP Solution Manager
Pre go-live SAP Services
Stress TestingCapture lessons learned
Setup Operations
Support
Handover of solution
Project Closeout Report
ProjectPreparation
BusinessBlueprint Configuration Testing
Final Preparation
Go-Live and Support
© SAP AG 2007, 58
Specialized Support for Global Implementation Projects
An ERP upgrade project in Palo Alto
A new ERP implementation
in London
A BI implementation in Hong Kong
As your SAP solutions proliferate, system monitoring and management challenges increase
Global projects pose unique challenges (e.g., concurrent projects, unique requirement sets per location)
© SAP AG 2007, 59
Document-tation
IMG structuresand settings
Globalcustomerdevelopments
Organiza-tional structure
Master datadocuments
Countryversions
Localdevelop-ments
Global and inte-grated processes
Localprocesses
Global elements
Local elements
Global Implementations with SAP Solution Manager
GlobalASAP RoadmapsDefines process for building and rollout of templates
Global functionalityDefine scope of changes allowed in local roll-out projects using Global Attributes
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© SAP AG 2007, 60
Two GlobalASAP Roadmaps
GlobalASAP Template Roadmap
GlobalASAP Rollout Roadmap
Two roadmaps to help you develop and manage a global program
© SAP AG 2007, 61
Enterprise Requirements
Local Systems Requirements finalized in Local Implementation Projects
Local Unit 1 Local Unit 2 Local Unit 3
Global Roll-Out — Process in Detail
T1V1Define global template
1
Global template(s) become Reference System
2 Roll out global template
T1V1 T1V1 T1V1
3 Implement template
© SAP AG 2007, 62
Local Systems Requirements adapted in Local Implementation Projects
Local Unit 1
T2
T3
Local Unit 2
T3
Local Unit 3
T2
Global Roll-Out — Process in Detail (cont.)
Enterprise Requirements
T2 T3
Global template(s) become Reference System
6 Roll out new template version 4 Roll in
templaterequirements
T1V1
T1V1 T1V1 T1V1T1V2 T1V2 T1V2
7Implement new version
5 Create new template version
T1V2
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© SAP AG 2007, 63
Compare Differences Between Template Versions
CompareCompare
AdjustAdjust
New template Template in current project
Register in Web Shop
Select Product
Update Shopping Basket
Business-to-Consumer
Create Order
Process Order
Order Processing
Business Processes
Internet Sales: B2C
Selected Business Scenarios
Register in Web Shop
Select Product
Update Shopping Basket
Business-to-Consumer
Business Processes
Internet Sales: B2C
Selected Business Scenarios
Create Order
Process Order
Order ProcessingCompare and Compare and adjust functionality adjust functionality
provides the provides the solution!!!solution!!!
© SAP AG 2007, 64
Upgrade RoadmapUpgrade Roadmap
Specialized Support for Upgrade Projects
ProjectPreparation
Define upgradeproject
Define upgradeproject
Analyze as-isIT landscape Analyze as-isIT landscape
Delta trainingDelta training
Final Preparationfor Cutover
SAP Solution ManagerSAP Solution Manager – Supporting upgrade features
Production Cutover and
Support
Solution UpgradeSolution Upgrade
Issue Tracking/Monitoring/ReportingIssue Tracking/Monitoring/Reporting
UpgradeBlueprint
Define exist/to-becore processes
Define exist/to-becore processes
Verify existingtesting materialVerify existingtesting material
UpgradeRealization
Configure newprocesses
Test processes
Configure newprocesses
Test processes
System Landscape Reporting
System Landscape Reporting
Identify release process and
function deltas
Identify release process and
function deltas
Create/use eLearning material/Learning Maps
Create/use eLearning material/Learning Maps
Common upgrade IMGs, Identify
upgrade-relevant config. settings
Common upgrade IMGs, Identify
upgrade-relevant config. settings
Plan and execute tests
Plan and execute tests
© SAP AG 2007, 65
SAP Upgrade Roadmap
The navigation structure consists of:
PhasesWork packagesDeliverablesMethods
Aligned to the structure are:
MilestonesUpgrade services
One-step access to essential SAP upgrade knowledge …
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© SAP AG 2007, 66
Other Supporting Components: Business Configuration Sets
Benefits
More info
You can ship customizing settings from your company's headquarters to subsidiariesYou can combine all customizing settings for a specific functionYou can document your configuration settings in BC Sets and use them for validation purposesYou can deliver pre-configured solutions in easy-to-use packages
http://service.sap.com/bcsets (requires login credentials to the SAP Service Marketplace)
BC Set
• IMG Activities• Customizing Settings• Attributes
DefinitionBusiness Configuration (BC) Sets are packages that contain configuration settings snapshots. BC Sets can use attributes for re-use of the configuration multiple times.
UsageBC Sets are used to take settings from one system into another system while controlling the settings that get transferred. They can be used as a configuration documentation tool for validation purposes
Target GroupSAP customers, partners, and consultants
AvailabilityBC Sets have been available since Basis release 4.0A; The full functionality described here has been available since release 4.6C
Powered by Solution Manager
© SAP AG 2007, 67
Other Supporting Components: Customizing Distribution
Ensures that Customizing of certain objects is in sync across systemsReuses Customizing (e.g., of SAP R/3) in other systems (e.g., SAP CRM) Avoids redundant Customizing activities in a solution landscape
Customizing data TransportR/3DEV
R/3QAS
R/3PRD
CRMDEV
CRMQAS
CRMPRD
APODEV
APOQAS
APOPRD
...DEV
...QAS
...PRD
Transport
TransportTransport
TransportTransport
TransportTransport
Central system
Predefinedlist of
synchronizing objects
CustomizingDistribution
© SAP AG 2007, 68
Other Supporting Components: eLearning Management
Create Learning
Units1
Edit Learning Content
2
Collect, Categorize, and Store Content
3Deploy Learning Content to Users
4
Re-use Content
5
Update Existing Materials
6
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© SAP AG 2007, 69
Summary — Implementation, Rollout, and Upgrade Functionality
Reduce project administration costsOptimize project preparation and administration with a proven implementation methodology
Reduction in effort required for testing, replace third-party tools for testing
Process based End-to-End testing and central test planning, execution, and monitoring
Reduction of training costs and increase of training effectiveness
Management and distribution of eLearning material
Reduce effort for project documentation
Use available documentation content for your project documentation
No need of individual design
Reduction of implementation effortUse preconfigured implementation content
Ensure consistency of customizingManagement of customizing across components and regions
BenefitSAP Solution Manager capabilities
Low Benefit High Benefit
Low Benefit High Benefit
Low Benefit High Benefit
Low Benefit High Benefit
Low Benefit High Benefit
Low Benefit High Benefit
© SAP AG 2007, 70
Summary — Implementation, Rollout, and Upgrade Benefits
Benefit areas:Use optimized implementation tools and methodsEnsure smooth and secure go-liveCreate and leverage integrated test scenariosReduce test and training effortUse integrated, comprehensive (project) documentationImplement a solution based on SAP best practices and according to SAP implementation methods
Effort required:SAP Solution Manager installation 3-7 daysIntroduction to SAP Project Preparation,Business Blueprint, Realization,Test management, eLearning, and go-live 10-30 days**(on-site workshop)Introduction to template projects 10-20 days**
Introduction to upgrade usage 7-10 days**
Benefits and Effort
020406080
1001
2
3
4
5
6
7
8
= no impact = high impact
SAP Solution Manager potential
8
7
6
5
4
3
2
Incident and Problem Management
Diagnosis and Continuous Improvement
IT Governance
Operations costs
Quality Management
Continuity Management
Change Management
Implementation and IT Project support1
AS-IS Situation (average customer)
SAP Solution Manager Implementation Benefits
© SAP AG 2007, 71
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
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© SAP AG 2007, 72
On-site/remote deliverySAP Safeguarding
Change RequestManagement
Follows ITIL standardsMaintenance processes
SAP Solution Manager — Usage Scenarios
Service DeskBest practicesfor messaging Solution ManagerDiagnostics
Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration
Upgrade ofSAP Solutions
SAP methods and toolseLearning managementTest management
Implementation ofSAP Solutions
SAP methods and toolsGlobal roll outsCustomizing synchronizationeLearning managementTest management
Delivery ofSAP Services
COREBUSINESS
PROCESSES
© SAP AG 2007, 73
Operations requirementsProvide an integrated service desk and implement best practices for ticket solvingSupport cost effective central system administrationProvide detailed SLA reportingProvide all relevant systeminformation automaticallyEnable proactive system monitoring and ensure greater system stabilityUse SAP EarlyWatch Alerts and Diagnostics to analyze your systems
Customer situationCustomers’ help desk is often decoupled from SAP Systems and ticket processing times are not acceptableInsufficient problem analysisand fixingPoor handling of change requestsSLA agreements are not monitoredSystem information is distributed across different tools and databasesSystems are not monitored proactively
Application Manage-
ment
Requirements for Efficient IT Operations
© SAP AG 2007, 74
SAP Solution Manager Operations — Objectives
Standardize support processes with best practices
Optimize access to SAP’s worldwide network of experts
Monitor and analyze systems and mission-critical processes continuously
Ensure compliance
Provide up-to-date transparency of the SAP solutions and partner products within the solution hierarchy
Application Manage-
ment
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© SAP AG 2007, 75
SAP Standards for End-to-End Diagnostics
End-to-End Root Cause Analysis
Incident Management
Remote Support
Solution Monitoring
1
2
3
4
© SAP AG 2007, 76
End-to-End Root Cause Analysis
End-to-End root cause analysis consists of roadmaps and tools to work out a corrective action, and a final solution for any incident:
Used by all SAP ecosystems: Customer, partner, ISV, and SAPCovers all SAP products and is open for fast integration of any ISV productOne standard tool for each diagnostics task
Root Cause Analysis = Problem Resolution At least provides a workaround!
Root Cause Analysis ≠ Notes Search and Forward to Development
© SAP AG 2007, 77
End-to-End Workload Analysis: ABAP vs. Java
End-to-End workload analysisSolution-wide workload analysis
Java memory analysisST02Memory usage
Thread dump analysisSM50, SM66 (work process overview)
Current application activity
ST04ST04Database analysis
Wily IntroscopeST06Operating system analysis
Wily IntroscopeST03, STADSystem-wide performance statistics
JavaABAPWorkload Analysis Area
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© SAP AG 2007, 78
End-to-End Workload Analysis: Example
End-to-End Workload Analysis example with an Employee Self-Service (ESS) scenario
Several employees of a company have complained about high system response times during the usage of ESS scenarios over thelast few days
The company support organization is informed about the problems,and is starting root cause analysis using SAP Solution Manager
To begin the analysis of the problem, the End-to-End workload analysis application will be used to locate the root cause
Browser
Enterprise Portal
ECC
WANNetwork
PresentationLogic
ApplicationLogic
Database
© SAP AG 2007, 79
Fact Sheet: End-to-End Workload Analysis
Use Case
Provides
Get workload information of yourcomplete solutionAnalyze overall performance bottlenecks
Key performance indicators for different components
Best Practice for Investigation/Rules of Thumb
Check the workload overview for bad response timesChoose the “Portfolio” view and search for “bubbles” with high average response time and high values of accumulated times. Theyindicate performance bottlenecks (high workload in conjunction with high average response time). Check the component-specific KPIs for deviation from average values
© SAP AG 2007, 80
End-to-End Workload Analysis: Start
Select time frame
Workload metrics overviewSelect diagram type
Component-specific workload metrics
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© SAP AG 2007, 81
Checks to detect general performance problem on an SAP ECC system
Depends on customer requirements(no general rule)
Average CPU time < 40% of response time (wait time)
Average DB time < 40% of response time (wait time)
Wait time < 10% of response time
Average roll wait time < 200 ms
End-to-End Workload Analysis: Example (SAP ECC)
© SAP AG 2007, 82
Checks to detect general performance problems on an SAP NetWeaver® Portal system
End-to-End Workload Analysis: Example (EP)
Check for high average response times in correlation to high number of executions per second
© SAP AG 2007, 83
Incident Management
Incident management is a standard process to:Describe, categorize, and prioritize an incidentCollect context data about the incidentClarify the incident and search for an existing solution, both in the customer solution database and the SAP Notes databaseDetermine the root cause and, if necessary, forward the incident to an independent service vendor or to SAPDefine and implement the actions required to eliminate the root causeValidate that the corrective action will prevent recurrence of the incidentMake the status of the incident transparent to all parties
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© SAP AG 2007, 84
Incidents, Problems, and Change Requests
ProblemProblem
Management
IncidentService Desk/Incident
Management
Change RequestChange Management
Known ErrorProblem Management
Reason is known: Workaround or solution is available.Change is necessary, so request for change will be prepared.
“One or more incidents with unknown reason”Goal: Reduce the number and severity of incidents, and provide documentation for first- and second-level support
Request the change
ITIL “Any event that is not part of the standard operation of a system that causes, or may cause, an interruption to, or a reduction in, the quality of service.”
Goal: Restore service operation as quickly as possible, with minimal disruption to end users
© SAP AG 2007, 85
Incident Management in SAP Solution Manager: Service Desk
CustomerCustomer
SAP ServiceMarketplaceSAP ServiceMarketplace
SAPSAP
or
SAP SupportSAP Support
3Forwards Message
Provides Solution
4Provides Solution
Finds Solution
2
Searches for Solution
Customer'ssolution database
SAP Notes databaseService productsBest practices DB
Provides Solution
1
Creates MessageEnd UserEnd User Solution
SupportSolutionSupport
SAP systemSAP
Solution Manager
© SAP AG 2007, 86
Remote Support
SAP CustomerSAP CustomerSAP SupportSolution ManagerDiagnosticsChange Control
Landscape
SAPagent
OS monitorDB monitorConfig files
Log filesJava dumpsJava stats
Safeaccessthrough SAProuter
CentralGateway to customer solution landscape
RemoteToday, 98% of installed SAP solutions have a line connection to SAP. Every SAP developer can log on from his or her desktop to any live customer installation to perform root cause analysis.
SafeCustomer-enforced change control: The SAP standard authorization profile does not allow changes
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© SAP AG 2007, 87
Maintain Service Connection
© SAP AG 2007, 88
Solution Monitoring
Business Process and Interface Monitoring and System MonitoringDetect performance problems or errors before they affect business continuity
Trigger alerts based on a central alert definition (thresholds)Provide notification to IT personnel responsible for a critical system situationDisplay and process alerts
Provide transparency on IT operations excellenceService levelsCapacity trendsSolution quality
© SAP AG 2007, 89
End-to-End Diagnostics
End-to-End Root Cause Analysis Is Triggered by Solution Monitoring or Incident Management
End UserIncident Management
SAP Technology OperationsSystem Monitoring
Business Process OperationsBP and Interface Monitoring
Solution Monitoring
End-to-End Root Cause Analysis
Restore service operation as quickly as possible
Process alerts before they affect business
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© SAP AG 2007, 90
SAP Technology OperationsSystem Monitoring
Application ManagementEnd-to-End Root Cause Analysis, Remote Support
Business Process OperationsBP and Interface Monitoring
End-to-End Diagnostics: Organizational View
Customer’s Business UnitGlobal Business Process
Champion
Regional Business Process Champion
End UserIncident
Management
PMO(Program Office)
Custom Development
SAP standardsavailable
Defined SAPinterfaces
IT Infrastructure
SAP standards in operations reduce total cost of operations and enable mission-critical support
Customer’s IT
© SAP AG 2007, 91
Contents of Integration and Automation Management:Business Process and Interface Monitoring
Business Process and Interface Monitoring is the proactive and process-oriented monitoring of the most important or critical business processes of a companyIt includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes
© SAP AG 2007, 92
SAP Solution Manager as Tool for Business Process Documentation
Graphical Documentation of Business ProcessIntegration to Process description from Implementation projectDocumentation of:
Technical details for business process steps and interfaces (reports, transactions)Fallback ScenarioBusiness Process ChampionBusiness Requirements
Interface to ARIS Toolset
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© SAP AG 2007, 93
SAP Solution Manager as Tool for Business Process Integration and Automation Management
SAP Certified Extensions =
Integration PackagesPerformance Management
Business Process and Interface Monitoring
Data Volume Management
Integration Management
Automation Management Redwood
IDS Scheer, HP,BMC
Wily, Mercury, Microsoft
Non-SAP DiagnosticsMonitoring tools for
non-sap components
Job scheduling for SAP/Non-SAP components
Control and avoid data growth, data archiving
Performance analysis and tuning for business
processes, support volume tests
Operations concepts for business process
and interfacealert monitoring
Concepts for process automation, Job
scheduling concepts
Business Integration and Automation Management
Powered by SAP Solution Manager
Data consistency checks/ procedures, concepts for master data distribution
and initial data load
Interface/Adapter
Integrate third-party tools to extend
functions of SAP Solution Manager
SAP Solution Manager as support platform provides best practices/concepts, tools, and services for integration and automation management
© SAP AG 2007, 94
Business Process — Sample Critical Situations
CRM — C00
Create Sales Order
SAP ECC — TT5
Create Sales Order
Check Availability
Run MRP
Procurement Process
Manufacturing Process
Create Outbound Delivery
Post Goods Issue
Create Billing Document
Warehouse — TT5
Create Outbound Delivery
Create Picking Transfer Order
Confirm Picking Transfer Order
Post Goods Issue
SAP ENTERPRISE
PORTAL — EPP
Create Sales Order
Inconsistencies between material stock in ERP and material stock in the warehouse
Goods issue posting fails again and again
MRP run takes longer than given time window
CIC employees experience bad response times
Failed interface communication
No archiving of object SD_VBRK lead to runtimes exceeding given KPIs
© SAP AG 2007, 95
Business Process Monitoring: Scope
Business Process Monitoring includes the solution-wide observation of:
Program scheduling management Key Performance Indicators (KPIs) (performance, throughput)Business application logs (e.g., application log, due list log, etc.)Business process completionData transfer via interfaces between software componentsTechnical infrastructure and components that are required to run the business processesRequired periodic monitoring tasks
Business Process Monitoring is not only a tool, it also comprises:Detailed procedures for error handling and problem resolutionPrecise definition of contact persons and escalation pathsTight integration into the customer’s solution support organization
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© SAP AG 2007, 96
System Monitoring View
Drill into Performance Data
© SAP AG 2007, 97
SAP EarlyWatch Alert (EWA)
Important system data is transmitted from your SAP system to SAPSolution Manager at regular intervals via a remote connection
SAP Solution Manager analyzes this data and provides a clear overview of the results in a report that can be downloaded from or distributed by SAP Solution Manager
If you display the EarlyWatch Alert (EWA) in SAP Solution Manager, you benefit from:
Access to detailed download data on which EWA Reports are foundedHigher availability of graphics (only selection available on the SAP Service Marketplace)Concise, central administration and archiving of EWAs possibleSummary, customizing of EWAs, and tracking of tasks via Service Level (SL) Reporting
What is SAP EarlyWatch Alert?
© SAP AG 2007, 98
EarlyWatch Alerts Visible in the Landscape: Overview
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© SAP AG 2007, 99
Problem Identified via EarlyWatch Alert and System Monitoring
An alert occurs in a project due to the response time of the portal, which is much too high
Real-time performance alert visible in system monitoring
Red-rated EarlyWatch Alert for your portal
Click here for problem analysis check, EWA report, or the even more detailed download data
Check relevance of the alert at Open Alerts (= alert history)
© SAP AG 2007, 100
Service Level Management: Monitoring Functions
SystemsAvailabilityPerformanceHardware capacityConfiguration parameter changesErrorsDatabase space management
ApplicationsResponse time by business process stepsPerformance for dedicated transactionsUpdate errors for dedicated transactionsSoftware changesBackground job monitoring
InterfacesInterface errors
© SAP AG 2007, 101
Central System Administration Graphical View
Tasks to be performed
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© SAP AG 2007, 102
View All Defined and Scheduled Tasks by System
© SAP AG 2007, 103
Navigate to Satellite Systems to Perform Tasks
© SAP AG 2007, 104
Solution Manager Diagnostics for SAP NetWeaver
SAP respects the different roles required to run an SAP solution!
SAP CUSTOMERSAP CUSTOMERSAP SUPPORT
SAP System
Solution ManagerDiagnostics
SAP NetWeaverAdministration Tools Solution Landscape
safe
noaccess
Operator/AdministratorDay-to-day operationsTarget group:Outsourcer or Customer Operators
Second-Level Support/Expert SupportResolves alerts and incidentsin the productive landscapeTarget group:Customer Competence Centers, Partners, or SAP
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© SAP AG 2007, 105
SAP Solution Manager 4.0 — Architecture and Functions
SAP Solution Manager 4.0
J2EE Stack ABAP Stack
Command Consoles (OS, File System, SQL, J2EE)
SAP Monitoring Infrastructure
Wily IntroscopeEnterpriseManager
MercuryLoad
Generator
Third-Party Tools
File System Browser
Analysis (Thread Dump, HTTP)
Log Display
Portal Activity Reporting
Remote DB Monitoring
Remote OS Monitoring
Alert Monitoring
Software Change Reporting
Configuration and File Reporting, Comparisons
© SAP AG 2007, 106
Wily Introscope
What is WilyTech Introscope?“Introscope is a performance management solution that enables you to monitor complex Web applications in production environments 24x7”(www.wilytech.com).
SAP Solution Manager 4.0 includes a license of CA’s WilyTech Introscope for SAP-delivered instrumentation and dashboardsTo be licensed at Wily:
Customer’s own dashboardsCustomer’s own instrumentationWily-delivered dashboards and instrumentation (“Powerpacks”)
Why WilyTech Introscope?SAP Solution Manager relies on Introscope to do root-cause analysis of performance problems and permanent monitoring for non-ABAP applications
Provides dynamic instrumentation of code – BCI (Byte-Code Instrumentation) technologyOpen for support of non-SAP applicationsStrong commitment by CA Wily and SAP for intensive technology partnership
© SAP AG 2007, 107
Solution Manager Diagnostics View
LandscapeNavigation
DetailedNavigation
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© SAP AG 2007, 108
Solution Manager Diagnostics Integrated into the Service Desk Scenario
CustomerCustomer SAPSAP
Find Solution
6Provide Solution
2
Search for Solution
Customer’sSolution Database
1
ReportIncident
SAP SystemService Desk
End UserEnd User SolutionSupportSolutionSupport
SAP ServiceMarketplaceSAP ServiceMarketplace
SAP Note DatabaseService Products
Best Practices
Provide Solution
SAP SupportSAP Support4Forward Problem
SolutionManager
Diagnostics
3Perform Root Cause
Analysis
Perform Root Cause Analysis
5
© SAP AG 2007, 109
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
© SAP AG 2007, 110
On-site/remote deliverySAP Safeguarding
Change RequestManagement
Follows ITIL standardsMaintenance processes
SAP Solution Manager — Usage Scenarios
Service DeskBest practicesfor messaging Solution ManagerDiagnostics
Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration
Upgrade ofSAP Solutions
SAP methods and toolseLearning managementTest management
Implementation ofSAP Solutions
SAP methods and toolsGlobal rolloutsCustomizing synchronizationeLearning managementTest management
Delivery ofSAP Services
COREBUSINESS
PROCESSES
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© SAP AG 2007, 111
The SAP Solution Manager Service Desk
Full-feature message application!Directly integrated with SAP Active Global SupportEnd users can create messages from within any SAP system or from a browserAll SAP system data and context is collected automatically!Internal billing and controlling possibleAdvanced reportingCustomer Solution DatabaseIC WebClient capable as of Q3 2006Third-party integration
© SAP AG 2007, 112
End-to-End Incident Management
SAP SupportSAP Support
CustomerCustomer SAPSAP
Provides Solution Finds Solution
or
3
Forwards Problem
Provides Solution
4Provides Solution
2
Searches for Solution
Customer'sSolution Database
SAP Note DatabaseService Products
Best Practices
1
ReportIncident
SAP System
Service Desk
End UserEnd User SolutionSupportSolutionSupport
SAP ServiceMarketplaceSAP ServiceMarketplace
© SAP AG 2007, 113
New User Interface — Interaction Center Web Client
Actions available
Business Partners involved
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© SAP AG 2007, 114
You Record a New Issue in Issue Management
As this can have different reasons, an Issue is created in SAP Solution Manager to document the situation
This documents incidents in the form of an Issue
© SAP AG 2007, 115
Context Information Is Added, If Needed
Additional context information is added via a connection to the system and Business Processin question
© SAP AG 2007, 116
A Support Message Is Created, Requesting SAP Assistance
List of subsequent messages
Creation of a message out of
the issue
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© SAP AG 2007, 117
You Collaborate with SAP via the Service Desk Portal
Imagine that, for example, one of the big reasons why the portal is slow is that we need a new browser version and adjustments to a few browser settings.It is reported in a Service Desk message as an incident. The incident can be processed collaboratively using the Service Desk in a Support Portal.
Message TextSAP NotesSolution Database (search with solution context)Attachments
Possibleactions
Message overviewSAP attributesSAP contextDocument flow
Business partners involved
© SAP AG 2007, 118
The Solution Is Determined
In this case, SAP has determined that the bad performance is being caused by the browser, as well as by the network. SAP recommends that the customer:• Update the browser and/or hardware (purchase of additional CPU)• Expand network bandwidth (causes timeouts) and lower HTTP redirects (fewer routers)
Assignment of Change Requests to Issues
© SAP AG 2007, 119
Tasks Track Open and Completed “To-Dos”
Tasks track open and completed “to-dos” associated with the Issue
Tasks are created out of issues, and their workflowis documented
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© SAP AG 2007, 120
Management Can See the Status of Issues at All Times
• Quick status overview • Assignment to messages, experts, services, tasks• Central and up-to-date documentation• Issue reporting
An issue is the connection to documentation and processing of problems. Therefore, all actions (messages, experts, services, change requests, tasks) are continuously connected, and are traceable.
© SAP AG 2007, 121
Issue and Top Issue List
© SAP AG 2007, 122
Data Sources of Context Data
The context data you can send to SAP has data sources in different SAP Solution Manager tools. Tight integration between the tools makes it possible to maintain information only once, but reuse, select, or summarize it in the toolset as needed.
Information: Project Maintenance: Project Administration Transaction: Solar_Admin
Information: Scenarios, Business ProcessesMaintenance: Blueprint, Configuration,
Solution DirectoryTransactions: Solar01; Solar02;
Solman_directory
Information: Solution, SystemsMaintenance: System Maintenance Transaction: SMSY
Information: MessagesMaintenance: Service DeskTransaction: crm_dno_monitor
Information: Change RequestsMaintenance: Change Request ManagementTransaction: crm_dno_monitor
Information: ServicesMaintenance: Service PlanTransaction: Solution_Manager
Integration Example: Issue Management
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© SAP AG 2007, 123
Technical Integration for Third-Party Help Desks
Bi-directional interface for exchange of problem messagesOpen interface, independent of existing third-party help desk applicationsBased on Web servicesAligned with existing standards for message exchange (e.g., SOAP)
Solution ManagerSAP Support
SAP Customer
Service Desk
RFC
External Help Desk
SOAP/HTTP
Web Services
SAP Application
RFC
MessageMessageMessage
Web Services
© SAP AG 2007, 124
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
© SAP AG 2007, 125
Optimization requirementsProvide transparency on real IT costsProvide all necessary IT information to integrate new acquisitions as fast as possibleEnable proactive optimization and root cause analysisDiagnose problems and trigger their remediationOptimize IT Governance through best practices change request management processes
Customer situationMissing transparency on real IT cost driversMergers and acquisitions are constantly placing new demands on IT solutionsReactive problem solving isstandard practiceRoot cause of problems is often not analyzedInsufficient audit trail for changes
Application Manage-
ment
Requirements for IT Optimization
Ensure Proactive Problem Solving And Constant Optimization
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© SAP AG 2007, 126
SAP Solution Manager Optimization — Objectives
Ensure permanent and customer-specific access to SAP’sservice offerings
Diagnose problems and trigger their remediation
Manage software changes transparently
Optimize IT Governance through best practices change request management processes
Application Manage-
ment
© SAP AG 2007, 127
Change Request Management
An effective application management is key for companies to stay ahead of competition
SAP’s scope of application management includes all types of application changes
Emergency corrections Periodic maintenance Business process changes, implementation, and upgrade projects
Change Request Management strengthens the strategy of SAP Solution Manager as SAP’s application management platform which
Ensures reliabilityReduces Total Cost of Ownership and increases Total Solution ValueBridges the gap between business requirements and IT administration
© SAP AG 2007, 128
SAP Solution Manager
Change Request Management Overview
Management of all change requests
Change request categorization
Change documentation
Approval workflow
Status reporting
Complete change history
Change Admin
Customizing and Development (Realization)
Test execution
Transport scheduling
Transport tracking
Change LogisticsProject Management
Project planning and budgeting
Project documentation
Customizing and Development (Specifications)
Test management
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© SAP AG 2007, 129
Harmonization
Technical Structure of Change Request Management
SAP Solution Manager Project (Maintenance Project)
Urgent Corrections(Independent of Maintenance Cycle)
NormalCorrections
Harmonization
Maintenance Cycle (MC)
Harmonization
Development(w/o or w/ Release) Test Go-LiveEmergency
Correction
cProject
Test Messages(During Integration Test)
© SAP AG 2007, 130
Controlling Changes with Change Request Management
Hardware and software changes are controlled and monitored usingChange Request Management documents
Automatic assignment of transports to change requests
© SAP AG 2007, 131
Implementation of the Solution Is Scheduled and Tracked
Hardware and software changes are controlled and monitored using the Change Request Management Task list
Central navigation to and monitoring of the relevant systems and functionality
An Administration message can be created during all phases of a project, and allows logon to any system that is part of the project
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© SAP AG 2007, 132
Better Handling of Customer Support Processes
Planning of maintenanceHotNewsSupport Packages and Stacks
Administration
Provide transparency
Display current level and recommended level
Approve and download
Import
Test
Release to production
© SAP AG 2007, 133
Example: HotNews Inbox
Select HotNews
Select HotNews and perform classification:Create Change RequestPostponeNot relevant
Display relevant HotNews for system Q4L
© SAP AG 2007, 134
Support Packages
Current Stack Information from SMSY
Comparison of support package level in source system vs. target system
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© SAP AG 2007, 135
Create Change Request to Implement Support Packages
© SAP AG 2007, 136
SAP Solution Manager Maintenance Optimizer
Support Packages (Stacks)Legal changes
AFFECTED SAP SOFTWARE PACKAGES
Mandatory for SAP Business Suite 2005 and beyondCan be used for all SAP applications
SAP SOLUTIONS AND RELEASES FOR WHICH THIS CHANGE IS VALID
SAP Solution Manager 4.0SAP downgrades a restricted version of the Maintenance Optimizer also to SAP Solution Manager 3.2
SAP SOLUTION MANAGER RELEASES THAT ARE NEEDED
4/2/2007 Maintenance Optimizer becomes only source for corrective software packages
TIMELINE
As of 4/2/2007, all corrective software packages for SAP NetWeaver 7.0 and beyond will ONLY be available via SAP Solution Manager’s Maintenance Optimizer
© SAP AG 2007, 137
Maintenance Planning
Complete Maintenance processTransparencyPlanning of maintenance and executionNotes, HotNewsSupport Package Stacks Process for Support Package
Stacks Process for Support Package
Stacks
Display current SP Level and recommended SP StackDisplay current SP Level and recommended SP Stack
Approve and download SP StacksApprove and download SP Stacks
Import SP StacksImport SP Stacks
Perform testsPerform tests
Release to productionRelease to production
Example: Support Package Stacks
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© SAP AG 2007, 138
Different Levels of Control
Change Request Management
SAP Solution Manager
Enhanced Change and Transport System (CTS+)SAP System ABAP Stack
ABAP
Better Control
Better Control
Improved Documentation
Improved Documentation
Java .Net …
© SAP AG 2007, 139
Change and Transport System
Developer Studio
andNWDI
Developer Studio
andNWDI
Exchange Infrastructure
Integration Builder
Exchange Infrastructure
Integration Builder
ABAP Workbench
SE80
ABAP Workbench
SE80 DevelopmentLandscape
QualityLandscape
ProductionLandscape
QualityComponent n
QualityComponent n
QualityComponent 1
QualityComponent 1
ProductionComponent nProduction
Component n
ProductionComponent 1Production
Component 1
.
.
.
.
.
.
chec
k in
Transport Transport
Deploy Deploy
.sca
Enterprise Portal
Content Administrator
Enterprise Portal
Content Administrator
.epa
Manage Heterogeneous Development Environments
…(open Interface for
non-ABAP objects)
…(open Interface for
non-ABAP objects)
.tpz
© SAP AG 2007, 140
One-Transport Order to Enhance the Change and Transport System
ABAP change
Java change
…
ABAP change
Java change
…
One-Transport Order
Legend
logical transport route of non-ABAP objects
physical transport route of non-ABAP objects
check-in/check-out of non-ABAP objects
transport route of ABAP objects
ABAP Transport Controller
Non-ABAP
Virtual QAS Virtual PRD
Java DEV Java PRDJava QAS
SAP NetWeaver Application Server CTS+
Non-ABAPNon-ABAP
Transport of:SAP ABAP transport objectsSAP NetWeaver Portal objects SAP NetWeaver Development Infrastructure objectsObjects from SAP NetWeaver XI Interface for non-SAP applications
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© SAP AG 2007, 141
Web UI — New with SPS12
© SAP AG 2007, 142
TransportLandscapeCRM
TransportLandscapeEP
TransportLandscapeBI
TransportLandscapeERP
TransportLandscapePI
Development Landscape QALandscape
ProductionLandscape
DevelopmentEnvironment
SE80DS and DI
Portal ContentAdministrator
System
SAP ERP
SAP CRM
System
SAP ERP
SAP CRM
EnterprisePortal
System
SAP ERP
SAP CRM
EnterprisePortal
BI
EnterprisePortal
BI BI
ProcessIntegration
(XI)
ProcessIntegration
(XI)
ProcessIntegration
(XI)
DS and DI
SE80
SE80Integration
Builder
SE80DS and DI
SAP Solution Manager
Change Request Management
Change Request Management in a Mixed ABAP/Java Landscape
© SAP AG 2007, 143
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
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© SAP AG 2007, 144
On-site/remote deliverySAP Safeguarding
Change RequestManagement
Follows ITIL standardsMaintenance processes
SAP Solution Manager — Usage Scenarios
Service DeskBest practicesfor messaging Solution ManagerDiagnostics
Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration
Upgrade ofSAP Solutions
SAP methods and toolseLearning managementTest management
Implementation ofSAP Solutions
SAP methods and toolsGlobal rolloutsCustomizing synchronizationeLearning managementTest management
Delivery ofSAP Services
COREBUSINESS
PROCESSES
© SAP AG 2007, 145
New “Solution Reporting” Tab in Solution Manager 4.0
New tab for all solution reporting functionality, except for EarlyWatch and Service Level Reporting
New reporting functionality:• Service Reporting• Central System Administration Reporting• Availability Reporting• Service Desk Reporting• Change Request Management Reporting• Issue and Top Issue Reporting
© SAP AG 2007, 146
New “Solution Reporting” Tab in Solution Manager 4.0 (cont.)
EarlyWatch and Service Level Reporting are still under the Solution Monitoring tab, however
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© SAP AG 2007, 147
EWA Reporting in SAP Business Intelligence (BI)
BenefitsEnables customers with specific reporting needs or interest in history and detailed analysis, to build their own reporting in BI
E.g., more than one system, several KPIs, and several time intervals
Availability of detailed information about system parameters andapplication parametersSAP EarlyWatch Alert data provides a large data pool of KPIs and other information and will come together with the Solution Manager Landscape Data (SMSY) in BI for more than one system
© SAP AG 2007, 148
EWA Data Extraction — Specify Source System
EWA/BI Data Selection in SAP Solution Manager
© SAP AG 2007, 149
Service Level Reporting — Benefits of EWA Integration
Additional functionality regarding EWATransports (objects, programs, tables → Table E070)Average response times of self-defined transactionsAggregated alerts out of Business Process Monitoring (background job reporting possible)Trend analysis regarding:
System activityResponse timeSystem operationHardware (CPU Load Application Server and DB Server)
News with SAP Solution Manager 4.0Maintenance of thresholds for individual KPIsMonthly KPI Reporting
Report Type “Monthly” returns exact monthly data (used to be based on weekly data)Up to 12-month history for KPIs, in table and chart format
Integration of Central Performance History
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© SAP AG 2007, 150
Service Level Reporting — Customizing KPI Thresholds
© SAP AG 2007, 151
Service Level Reporting — Target Values
• KPIs without KPI targets are displayed with a blue dash ( )• Ratings with KPI targets are displayed as either red ( ) or green ( )
Example: Target values and their dependent rating.
© SAP AG 2007, 152
Service Level Reporting — KPI History with Target Values
Example: History for KPI “Avg. Response Time in Dialog Task”
Within target
Out of target
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© SAP AG 2007, 153
SL Reporting — Integration of Central Performance History
Activate/deactivate Central Performance History integration on the “Check Groups” tab, “Monitoring Objects from CCMS Central Performance History”
© SAP AG 2007, 154
What Is Service Reporting?
Service Reporting lets you create custom reports for solutions and systems for which you have maintained in transaction SMSY, and scheduled an SAP EarlyWatch Alert or GoingLive service
You can activate the pre-selected default values, or you can insert or add any other check tables from the SAP EarlyWatch Alert serviceThe results can be displayed in a tree or list view
You can also export the data and process it in Microsoft Excel
Once you have configured a report, you can save a variant in order to regenerate the report at any time, or run it in the batch
© SAP AG 2007, 155
Service Reporting — Select a System
Selection of standard services
Selection of systems to be included
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© SAP AG 2007, 156
What Is System Availability Reporting?
Availability Reporting lets you create standardized, custom reports regarding the availability of solutions and systems
There is no 100% solution to measure technical and functional availability
Therefore, an administrator typically has to contact its customers to clarify those problemsAvailability reporting enables you to record those agreements in an efficient way
You can select and automatically insert the (technical) availability check from the SAP EarlyWatch Alert serviceThe results can be displayed in a list view
You can also export the data and process it in Microsoft Excel
Once you have configured a report, you can save a variant in order to regenerate the report at any time, or run it in the batch
© SAP AG 2007, 157
System Availability Reporting
Standard options (can be modified)
Standard reasons (can be modified)
© SAP AG 2007, 158
(Central) System Administration Reporting
System Administration reporting lets you create standardized, custom reports regarding the maintenance of your SAP systems
The reporting is based on the central system administration service sessions of your solutionDetermine systems and time periods to get a report on the dedicated LogBook entriesOnce you have configured a report, you can save a variant in order to regenerate the report at any time
Key content
Period and System SelectionSystem Administration Reporting
Tasks from Central System Administration Session, with and without comments
System Availability ReportingSystem Availability from SAP EarlyWatch AlertMaintained System Availability
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© SAP AG 2007, 159
System Administration Reporting — Results
Example report: Background reporting of Central System Administration
© SAP AG 2007, 160
Service Desk Reporting
Reports on Service Desk Messages assigned to a solution:Analysis Type (Business Partner, Status, Solution Information)Time IntervalSystem Data (System/IBase, Installation Number)Business PartnerMessage Attributes (Priority, Category, Component, Status, etc.)Grouping
Period (Weekly, Monthly, Annually, etc.)StatusComponentCategory
© SAP AG 2007, 161
Service Desk Reporting — Selection Screen
Selection Screen
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Change Management Reporting — Overview
Reports on projects assigned to a solution, including:Transaction Data (Transaction Type SDCR, Status, etc.)Organizational Units (Partner Function, Sales Organization, etc.)Project information (ID, Type, Logical Component, Status, etc.)System DataMaintenance Units (Support Packages, Notes, etc.)Transport Requests (Request Owner, Status, etc.)Transport Objects (Name, Package, etc.)
© SAP AG 2007, 163
Change Management Reporting — Selection Screen
Selection Screen
© SAP AG 2007, 164
Issue and Top Issue Reporting
Reports on issues and top issues:Time IntervalStatusTransaction Attributes (Name, Subject, Transaction number, etc.)Context Information (Project, Process, etc.)Linked Objects
Recommended TasksService Desk MessagesExpertise-on-DemandChange RequestIssues
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Issue and Top Issue Reporting — Results
© SAP AG 2007, 166
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
© SAP AG 2007, 167
On-site/remote deliverySAP Safeguarding
Change RequestManagement
Follows ITIL standardsMaintenance processes
SAP Solution Manager — Usage Scenarios
Service DeskBest practicesfor messaging Solution ManagerDiagnostics
Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration
Upgrade ofSAP Solutions
SAP methods and toolseLearning managementTest management
Implementation ofSAP Solutions
SAP methods and toolsGlobal rolloutsCustomizing synchronizationeLearning managementTest management
Delivery ofSAP Services
COREBUSINESS
PROCESSES
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© SAP AG 2007, 168
Service Delivery
Service delivery in SAP Solution Manager:
Solution landscape and issues are retrieved by a service session
During service delivery, issues are resolved, but action plans are also created for newly detected issues
A final report is uploaded into SAP Solution Manager
© SAP AG 2007, 169
Services in SAP Solution Manager
Remote Services ... Are delivered by SAP experts who log onto customer’s SAP Solution Manager through a remote connectionInclude a documentation of results, procedures, and changes in Solution Manager, as well as a reporting
Onsite Services ...Are performed by SAP employees onsite with access to the SAP Solution Manager systemTake a customer’s individual business process and system landscape into accountProvide enhanced proactively/better transparency for customer when delivered with SAP Solution Manager
Self Services ... Are performed by customers themselves with SAP’s knowledgebase. The needed tools are integrated in SAP Solution Manager.Contain instructions on what to do and recommendations on what to optimizeOffer integrated report generation for better documentation
© SAP AG 2007, 170
What We’ll Cover …
SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up
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© SAP AG 2007, 171
The More Transparent the Solution, the More You Benefit!
All training information
All maintenanceactivities
All service planning, delivery, and
follow-up information
All business processesAll systems
All monitoring dataAll service level information
All test information
All customer development and functional enhancements
The entire documentation
All changeinformation
All incident and problem information
SAPSOLUTIONMANAGER
© SAP AG 2007, 172
Use optimized implementation tools and methodsEnsure smooth and secure go-liveUsage of integrated test scenariosReduce test and training effortUse integrated comprehensive (project) documentationImplement a solution based on SAP best practices and according to SAP implementation methods
Benefits:
Summary — SAP Solution Manager Benefits: Implementation
Don't Forget
© SAP AG 2007, 173
Summary — SAP Solution Manager Benefits: Operations
Provide a completely integrated service deskEnsure integration of service desk and change request managementEnable central system administrationOptimize solution monitoring including partner product transparency within the solution hierarchySupport integration of best of breed system management toolsEnsure stability of your solutions through EarlyWatch Alerts anddiagnostics
Benefits:
Don't Forget
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Summary — SAP Solution Manager Benefits: Optimization
Summary: Optimization
Implement best-in-class change request managementEnable constant innovation and optimizationIntegration of best-of-breed system management toolManage software changes transparentlyPrevent parallel/duplicate problem solving efforts
Benefits:
Don't Forget
© SAP AG 2007, 175
Implementing End-to-End Solution Operations Standards
InstallDiagnostics
(Root Cause Analysis)
Speak the same language
Set-up OneTransport Order
(Change ControlManagement)
Manage quality of deployments
across technologyand application
stacks and landscapes
Business Process Integration and
Automation
Make integration work safely andas automated
as possible
eSOA Readiness
The solution is maintainable and
upgradeable
SAP Standards for Solution OperationsSAP Standards for Solution Operations
Root Cause Analysis
System Administration
Incident Management
Change Control Management
Change Request Management
Upgrade
eSOA Readiness
System Monitoring
BPM and Interface Monitoring
Data Volume Management
Job Scheduling Management
Transactional Consistency
Data Integrity
Minimum Documentation
Remote Supportability Exception Handling
Testing
End-to-End Solution Operations Starter Package
End-to-End Solution OperationsAdvanced Package
© SAP AG 2007, 176
End-to-End Data Consistency and Transparency
End-to-End Solution Operations reduce total cost of operations and guarantee …
Summary — End-to-End Solution Operations
End-to-End Business Process Performance
End-to-End Maintainability and Upgradeability
End-to-End Business Process Availability
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Tips for Those Getting Started with Solution Manger
Very detailed, well-prepared, free-of-charge documents (~80 documents and SAP Tutor lessons): These can be found at http://service.sap.com/rkt-solman (requires login credentials to the SAP Service Marketplace)
© SAP AG 2007, 178
Recommendations
1) Think ERP Lifecycles — not ERP Projects2) Focus on SAP CC/COE skills retention and development3) Use ITIL for formal Support processes4) Use Solution Manager as a key enabling tool5) A professional approach to Support will help you get
ready for ESA
End Users
BusinessSuper Users
IT Help Desk
Business Management Ownership
Infrastructure
SAPCompetence
Center
BestBestPracticePracticeSAP PlanSAP Plan
What you need to do:
© SAP AG 2007, 179
Upskilling Options for SAP Solution Manager
SAP NetWeaver Tools/SAP Solution Manager 4.0 —Implementation Tools
SMI310 – SAP Solution Manager Implementation and Upgrade of SAP Solutions
TZACC2 – Adaptive Computing Implementation with Adapting Computing Controller 1.0 SP8
Lifecycle Management — Customer SupportSM001 – SAP Solution Manager Overview
SM530 – ITIL with SAP Solution Manager
SM540 – SAP Solution Manager – Incident Management
SM550 – Change Request Management
USMX20 – Installation and Technical Configuration of SAP Solution Manager
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Upskilling Options for SAP Solution Manager (cont.)
Lifecycle Management — ImplementationNW001 – Technology Solutions Powered by SAP NetWeaverSAPNW – SAP NetWeaver – OverviewSM001 – Introduction to SAP Solution ManagerSMI210 – SAP Solution Manager Implementation MethodologySMI310 – SAP Solution Manager: Implementation Tools in DetailSM510 – SAP Solution Manager: Global RolloutSM520: Effective Knowledge Transfer with SAP Solution Manager
Lifecycle Management — OperationsNW001 – Technology Solutions Powered by SAP NetWeaverSAPNW – SAP NetWeaver – OverviewSM001 – Introduction to SAP Solution ManagerSM100 – SAP Solution Manager for Operations of SAP SolutionsSM530 – ITIL with SAP Solution ManagerSM540 – SAP Solution Manager: Incident ManagementSM550 – Change Request Management
© SAP AG 2007, 181
» German edition available since September 2006 ISBN 1-59229-091-4» English edition available since early 2007 ISBN 978-1-59229-091-8
Publication Related to SAP Solution Manager
Complete reference to SAP Solution Manager
Content:Concept of SAP Solution Manager and its strategic importance for application management and collaboration with a strong reference to ITILComprehensive approach to the complete portfolio along the lifecycle — all functions, tools, and processes, including third-party integration Detailed customer field-reports deliver insight into first-hand, practical experiencePowered by Solution Support
www.sap-press.com
© SAP AG 2007, 182
Publication Related to SAP Solution Manager (cont.)
Pocket Guide on SAP’s ITIL Adaptation
Content:Adaptation and enhancement for requirements of SAP operations according to the ITIL standard, particularly for Application Management Processes and Integration Processes between IT Service and Application ManagementSAP tools and services supporting the implementation of processesReference to the optimization of business management in the environment of SAP landscapes
» German edition available since March 2006 ISBN 3-89842-795-1» English edition available since April 2006 ISBN 1-59229-094-9
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7 Key Points to Take Home
SAP Solution Manager is part of your standard maintenance contractSAP Solution Manager applies a formalized approach to the entire solution lifecycleSAP Solution Manager enables efficient application management and collaboration with SAPSAP Solution Manager provides an efficient gateway to SAP supportSAP Solution Manager 4.0 reporting tools enable comprehensive reporting across several Solution Manager areasFlexible global template function decreases costSolution Manager provides full control and integration
© SAP AG 2007, 184
THANK YOU FORYOUR ATTENTION
Lorie BallbachNorth America PMO –
Methods and Tools Practice
John Krakowski, Jr.SAP Solution Manager
Regional Group
© SAP AG 2007, 185
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation.Oracle is a registered trademark of Oracle Corporation.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc.JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden.SAP, R/3, SAP, SAP, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.
Copyright 2007 SAP AG. All Rights Reserved.
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