ASUG 2010 - Efficient Usage Monitoring in a 160.000 User SAP Portal (by Frank Heinrich)

]

JILL MIKROS[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2000

MARCDERE LOUIS[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2009

RAJEEV KAPUR[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2008

Efficient Usage Monitoring in a

160,000 User SAP PortalFrank Heinrich

Real Experience. Real Advantage.

[ Agenda

Introduction

Background

Learning from the Best

What Are Your Options?

Live Demo

Key Learnings / Conclusions

2


[

PM of the very first SAP Portal installation in Q1 2002

PM of first 6.0 Portal installation in the US 2003/2004

Co-founder Sweetlets

SAP Software Partner since 2005

Sweetlets is among 15 first beta testers of SAP

NetWeaver Portal 7.3

3

Who I Am


[ Some Sample Clients

4


[ Agenda

5

Introduction

Background



Live Demo



[ Opening Questions

How big was your investment?

How big is the actual return on your investment?

In USD?

In productivity?

In positive feedback?

In something?

In anything?

6


[ Opening Questions

7

“Most portals teams don‟t collect solid numbers to estimate

the return on investment from their project. As an exception,

Dell computed annual productivity gains of $36 million from

its portal. Dell‟s ROI number comes from its standard

process improvement methodology, based on Six Sigma.”

Nielsen Norman Group,

Usability of Intranet Portals 3rd Edition


[ More Simple Opening Questions

Who are your users?

What is your most relevant content?

8


[ Who Are Your Users?

9

UsersClients!



10

UsersClients! You have clients!

Treat them well and they shall reward you accordingly

And yet, there is another client:



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Your Boss



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Your Boss Treat him/her well… you get the idea


[ Client Diversity

Accept reality: no two clients are alike!

Clients vary by:

Company

Department / Business Unit

Roles / Groups / Function

Interests

Language

Location

Country

IT Sophistication

Their willigness to voice their opinion

…

13


[ What is Your Most Relevant Content?

This is YOUR view of your portal:

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This is your CLIENTS‘S view of your portal:

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“While studies have shown that people are willing to scroll

to read through Web pages, if they don't find relevant

content quickly, they will be more likely to leave. Keep

your pages clean and simple. Try removing elements, and

see if your page needs them, if the page functions without

them - take them out.”

16

Jennifer Kyrnin,

Top 5 Most Important Web Usability Issues


[ Agenda

17

Introduction

Background



Live Demo



[ Learning from the Best

Top 12 Websites (United States)

Google

Facebook

Youtube

Yahoo

Wikipedia

Blogger

Ebay

Craigslist

Bing

Myspace

Amazon

Twitter

Source: Alexa - Mar 2010

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[ Key Take Aways from Top Websites

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[ Key Take Aways from Top Websites

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It serves a specific purpose

People find what they are looking for

It doesn„t have to be pretty to be popular

Purpose + Relevance = Success


[ Purpose

21

This is your call! Did you realize this?


[ Relevance

22

A

B


[ Relevance

23

A

BDetermined by your clients!

(Sorry to burst your bubble)


[ Portal Content vs. Budget Flow

24

Management

You

Clients

Content



25

Management

You

Clients

Funding

Content



26

Purpose

Management

You

Clients

Funding

Content



27

Purpose

Relevance

Management

You

Clients

Funding

Content



28

Feedback

Purpose

Relevance

Management

You

Clients

Funding

Content



29

Feedback

Purpose

Relevance

Management

You

Clients

Funding

Content

ROI?


[

Cost

Portal Content vs. Budget Flow

30

Feedback

Purpose

Relevance

Management

You

Clients

Funding

Content

ROI?Benefit


[

Cost

Portal Content vs. Budget Flow

31

Feedback

Purpose

Relevance

Management

You

Clients

Funding

Content

ROI?Benefit

??? ?


[ Purpose / Relevance Matrix

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Pu

rpo

se

Relevance / Usage

high

hig

h

low

low

PagePage

Page

Page

Page

PagePage

Page

Page

Page

Page

Page

PagePage

Page

Page



33

Pu

rpo

se

Relevance / Usage

high

hig

h

low

low

PagePage

Page

Page

Page

PagePage

Page

Page

Page

Page

Page

PagePage

Page

Page

Refine



34

Pu

rpo

se

Relevance / Usage

high

hig

h

low

low

PagePage

Page

Page

Page

PagePage

Page

Page

Page

Page

Page

PagePage

Page

Page

Promote Refine



35

Pu

rpo

se

Relevance / Usage

high

hig

h

low

low

PagePage

Page

Page

Page

PagePage

Page

Page

Page

Page

Page

PagePage

Page

Page

Promote Refine

Don„t

Touch



36

Pu

rpo

se

Relevance / Usage

high

hig

h

low

low

PagePage

Page

Page

Page

PagePage

Page

Page

Page

Page

Page

PagePage

Page

Page

Promote Refine

DumpDon„t

Touch


[ Favorite Portal Discussion Pitfalls

Colors / layout

Technology

Navigation structure

How to migrate old content

Authorization concept

…

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Does he worry about colors?


[ Agenda

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Introduction

Background



Live Demo



[

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160,000 User Portal – Reporting Challenges*

Portal in production for several years with almost no usage tracking

(metrics) into what content was most used

Over course of 3 years, portal experienced “content stall” and no

reliable way to thin out flop pages

SAP Activity Data Collector and Portal Activity report required

significant effort to stand up and didn‟t provide all the metrics desired

Sample requirements: For each designated Page/ iView object track the total # of users that accessed it

For each designated portal page, the total # of users that accessed the specified page, within a

specified timeframe

For each portal user, the ability to capture the total sessions for the user within a specified

timeframe

The ability to capture grand total # of sessions of all users within a specified timeframe

Our Customers – Departments cost centers Unites :

-> Tracking of portal accessed within a range frame (e.g. daily, monthly)

The total # of users that accessed the portal

The total # of users that accessed each business specific page

Aggregated Metrics Collection

* Actual client feedback


[ Just The Facts Ma„am

40


[

So, what are your options?

Just The Facts Ma„am

41


[

SAP Portal Activity Reports

SAP Activity Data Collector

Google Analytics

Webtrends Analytics

Omniture Analytics – Site Catalyst

Click Stream by Sweetlets

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What are your options?


[ What are your options?

Criteria:

Recording

Reporting Capability

Privacy

Meets SAP Standard

Support, TCO

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Users

Conte

nt

Technolo

gy

TC

O

Support

Privacy

SAP Portal Activity Report

SAP Activity Data Collector

Google Analytics

Webtrends / Omniture / …

Report

ing C

apabili

tyClick Stream by Sweetlets

Sources: Plaut IT White Paper, btexx White Paper, 8 years SAP Portal experience

MS

Share

Poin

t

Meets

SA

P S

tandard

Recording


[

44

160,000 User Portal – Decision Criteria In Short

Data must remain within corporate boundaries

Plug and play solution with immediate results

Minimum footprint

Robust solution that supports 4,000 concurrent users

Vendor with support infrastructure in place

Solution with proven market history


[ Agenda

45

Introduction

Background



Live Demo



[

Live Demo

(Please contact [email protected]

if you would like to see what was shown

during the demo at the conference)

Live Demo

46

mailto:[email protected]


[ Agenda

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Introduction

Background



Live Demo



[ Conclusions – What is Right for You?

Google Analytics is right for you, if you have only basic

reporting needs and no privacy concerns

If you have Webtrends / Omniture etc. in house and have

able staff at hand to make it work with your portal it is

valid option

SAP standard tools require significant manual

configuration. No out of the box reporting. Only option if

vanilla SAP is your goal

SAP certified Business Package Click Stream does all of

the above but comes at a cost

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[ Key Learnings

Discovery of what really matters

No more wasted efforts

Less dollars spent on irrelevant content

Higher portal ROI

Dedicated content for casual and advanced users

Overall, less content makes for a more lean portal

Optimized use of real estate

Sweet spot for portal maintainance

Portal monitoring can be achieved with virtually no

footprint

Higher client satisfaction

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[ Client Feedback on SAP EcoHub

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“This is the complete

statistical tool missing in

SAP Portal.”

“This is a huge

improvement from what

SAP provides.”

“I very much recommend this

tool for anyone wishing to

analyze the usage of their

Portal.”

“Click Stream has a great interface and

provides us with all the reports we need for

usage reporting within our Portal. I would

certainly recommend Click Stream &

Sweetlets to anyone.”

http://ecohub.sdn.sap.com/irj/ecohub/solutions/clickstream


[

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160,000 User Portal – Decision Criteria*

Very flexible and overall top one for Metrics reporting requirements

In the industry there is no other tool capable of providing what Click

Stream does in the SAP Portal for user metrics

User friendly reporting tool and independent of SAP metrics tools

Overall performance tested in depth and in real ive

Best User Reporting Dashboards

Specific features:

Best flexible reporting capability for unique users within a specified timeframe

Reporting capabilities for a specified time range of each designated page on a

designated object, the total # of users

Reports on the total # of users that accessed each business page

Best aggregated metrics dashboard

Rapid deployment of metrics collection engine

Capable of tracking of Users moving from page to page.

Capable tracking total # of users per unit areas / geographical

The ability to capture a grand total # of all users within time slots

* Actual client feedback


[ So, What Are Your Plans?

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1st Gather data on your portal usage

Analyze recorded data

Evaluate results



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Evaluate results

2nd Make educated decisions…

based on proof!



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Evaluate results

2nd Make educated decisions…

based on proof!

Repeat again and again…3rd


[

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[

] Thank you for participating.

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ASUG 2010 - Efficient Usage Monitoring in a 160.000 User SAP Portal (by Frank Heinrich)

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Transcript of ASUG 2010 - Efficient Usage Monitoring in a 160.000 User SAP Portal (by Frank Heinrich)