SAP Standard for Remote Supportability

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SAP Standard for E2E Solution Operations

Document Version: 1.0 – 2014-12-12

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SAP Standard for Remote Supportability

SAP Solution Manager 7.1

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SAP Standard for Remote Supportability

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Table of Contents

1 SAP Standards for E2E Solution

Operations

IT organizations face new challenges every day as they attempt to remain effective and future safe while also keeping costs for day-to-day operations as low as possible. They are also being challenged more than ever to demonstrate their value to businesses. Therefore, it is important to optimize the day-to-day tasks that have less obvious business value and to use KPI and benchmark-based reporting to make IT processes more visible, demonstrating the real value that IT can provide.

In order to minimize the costs of IT, it is necessary to standardize and automate IT processes end-to-end (E2E) without reducing the SLAs required by the business, such as stability, availability, performance, process and data transparency, data consistency, IT process compliance, and so on.

Based on the experience gained by SAP Active Global Support (AGS) while serving more than 36,000 customers, SAP has defined process standards and best practices to help customers set up and run E2E solution operations for their SAP-centric solutions.

The Build phase of SAP best practices supports a Build SAP Like a Factory approach, consisting of the following processes:

 Custom code management

 Change, test, and release management  Incident, problem, and request management  Solution documentation

 Remote supportability

During the Run phase of a solution, adapting your IT infrastructure to a Run SAP Like a Factory operation impacts both application operations and business process operations. Therefore, operations processes, such as technical monitoring, end-to-end root-cause analysis, technical administration, and data volume management need to be optimized to achieve state-of-the-art application operations. In business process operations, the same applies to business process and interface monitoring (including performance optimization), data consistency management, and job scheduling management.

Quality management processes and tasks need to be established throughout the lifecycle to guarantee continuous improvement of the end-to-end operations processes while simultaneously ensuring the flexibility needed to react to changing requirements.

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SAP Standards for E2E Solution Operations Figure 1: Organizational Model for Solution Operations

This figure shows an organizational model for solution operations that aligns SAP best practice topics and E2E standards with SAP's control center approach.

The Operations Control Center executes and controls the Run SAP Like a Factory processes, while the Innovation Control Center ensures optimal custom code management and a smooth transition to production with integration validation procedures. SAP connects to these control centers from the Mission Control Center to ensure that professional support is available to the customer. The following Application Lifecycle Management (ALM) functions are not provided directly in one of the control centers because they must be handled across different areas:

 Change, test, and release management  Incident, problem, and request management  Solution documentation

 Remote supportability

The quality management methodologies are an essential part of SAP's Advanced Customer Center of Expertise (CoE) concept and ensure that the KPI-driven processes are continuously improved across all processes and teams. In addition, the quality manager roles ensure consistent and value-centric reporting to the business and management. This unified reporting platform is known as the Single Source of Truth.

1.1 Control Center Approach

The Operations Control Center (OCC) is the physical manifestation of the Run SAP Like a Factory philosophy. The OCC allows for automated, proactive operations, which simultaneously reduces operational costs while increasing the quality of IT services, leading to improved business satisfaction. The OCC also drives continuous improvement of business processes and IT support. To achieve these goals, it relies on a close interaction with both the

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SAP Standards for E2E Solution Operations

The OCC is a central IT support entity at the customer site, which monitors the productive SAP environment as well as important non-SAP applications. During operation, the OCC requires a workforce of 2 full-time equivalent (FTE) per shift to ensure that incidents are detected and resolved as quickly as possible. The OCC is equipped with large screens that display the status of business processes, IT landscape components, as well as exceptions and alerts. If problems occur, you use a video link to get live support from SAP and partners. The customer usually sets up the room with assistance from SAP Active Global Support (AGS). The customer is responsible for

managing the OCC and the team of technical and functional IT operators who act on the alerts.

The OCC is most effective when closely integrated with other IT processes, such as IT Service Management (ITSM) and Change Management. Central monitors and dashboards based on application and business process operations display the current status of business and IT-related processes. This data can also be used to drive continuous improvement.

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SAP Standards for E2E Solution Operations Figure 3: OCC Concept

The OCC is most effective when closely integrated with other IT processes, such as IT Service Management (ITSM) and Change Management. Central monitors and dashboards based on application and business process operations display the current status of business and IT-related processes. This data can also be used to drive continuous improvement.

An effective system monitoring and alerting infrastructure is fundamental to the success of an OCC.

For Job Scheduling Management, the OCC supervises all background monitoring processes, SAP controls and legacy background operations. It reacts to job monitoring alerts according to predefined error-resolution

activities, and triggers follow-up activities for error handling if the relevant task are not completed within a certain timeframe.

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Overview of the Standard for Remote Supportability

2 Overview of the Standard for Remote

Supportability

To effectively support a customer's solution, SAP experts need access to the customer's IT landscape. The SAP Standard for Remote Supportability defines five principles of remote supportability, that is, the basic

requirements for optimal supportability of customer solutions.

The support infrastructure must allow experts remote access to the required tools and information in the customer landscape, resulting in accelerated delivery of support services and reduced costs. Various tools are needed to complete the different tasks. For distributed customer solutions, these tools might be located on different systems. To provide efficient support, the system landscape must have a central access point so that SAP can find specific information about the solution and access the required tools as quickly as possible.

Compared to standardizing services, which insures the availability of services, the application or access path used to deliver a service is not particularly important. To ensure smooth operation of business processes across different systems and quickly discover the cause of problems, an efficient support infrastructure must cover not only single applications but the complete customer solution.

By following the authorization concepts of the individual applications, you can ensure safe access to your systems without the risk of implementing incorrect changes, for example. However, in some areas, such as the operating system, it is difficult to assign experts the necessary authorizations to perform specific tasks. Therefore, SAP recommends assigning basic read-only access to critical areas of live applications.

Managing complexity, risk, costs, skills and resources, is at the heart of implementing mission-critical support for SAP-centric solutions. The complexity is further increased with the growing trend of outsourcing and outtasking process components. To help customers manage their SAP-centric solutions, SAP provides a comprehensive set of standards for solution operations.

By following the best practices outlined in this SAP Standard for Remote Supportability, you ensure that SAP can successfully provide products and deliver services remotely. This is the foundation for efficient support of SAP-centric solutions. SAP provides a large set of services to help customers optimize the operation of their SAP solutions. To accelerate delivery and reduce the cost of the service, SAP experts can access the customer solution remotely. Remote supportability ensures that SAP expertise is available to customers worldwide 24 hours a day, 365 days a year.-By engaging SAP experts, customers benefit from accelerated problem resolution and increased availability of their solution. The quality of delivered services and the security of the IT solution are also improved significantly.

This document provides outlines the SAP Standard for E2E remote supportability and includes the following information:

 Basic concept of the standard and the key principles of supportability

 Details about the architecture for remote support and the process of integrating customer solution with the SAP Global Support Backbone (GSB)

 Details of how to set up remote supportability for SAP solution and remote connection to SAP Solution Manager

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2.1 Collaboration

Open communication, accelerated by virtually continuous Internet access, and open standards in technology have led to closer collaboration between customers, partners, and SAP.

As a result, E2E support requires increasingly intense, easy-to-use forms of collaboration. Training and support has evolved in a collaborative way and knowledge transfer to end users requires new forms of collaboration, such as video conferencing. This means, for example, that problem resolution is shifting from message-based, asynchronous interaction to synchronous, on-demand communication. Online conferencing and collaboration enables services to be delivered at a higher speed and at reduced costs. Connecting to user desktops has become essential, whereas in the past support had a stronger focus on server-side analysis.

However, collaboration must be reliable and secure in addition to following the supportability principles identified by SAP (see Supportability Principles). For these reasons, SAP has integrated methods of collaboration into the SAP Global Support Backbone and consequently is able to offer a stable collaboration platform for the complete ecosystem (customers, partners, and SAP). A protected read-only mode and session recording features provide additional security and reliability.

Figure 4: Collaboration in the Ecosystem

2.2 Operation Control Center

The Operations Control Center (OCC) is the physical manifestation of the Run SAP Like a Factory philosophy. The OCC ensures highly automated and proactive operations, which simultaneously reduces operational costs while increasing the quality of IT services, leading to improved business satisfaction. The OCC also drives continuous improvement of business processes and IT support. To achieve these goals, the OCC relies on a strong interaction with both the Innovation Control Center (ICC) and the SAP Mission Control Center (MCC).

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The OCC is a central IT support entity at the customer site that proactively monitors the productive SAP

environment as well as important non-SAP applications. During operation, the OCC requires a workforce of 2 full-time equivalent (FTE) per shift to ensure that incidents are detected and resolved as quickly as possible. The OCC is equipped with large screens that display the status of business processes, IT landscape components, as well as exceptions and alerts. If problems occur, you use a video link to get live support from SAP and partners. The customer usually sets up the room with assistance from SAP Active Global Support (AGS). The OCC and the team of technical and functional IT operators who act on the alerts are managed by the customer themselves.

2.3 Architecture

2.3.1 Customer Solution Landscape

SAP Solution Manager provides the central platform for managing the lifecycle of your solution landscape end-to-end (E2E). Comprising functions such as monitoring, E2E diagnostics, and service delivery, SAP Solution Manager is the starting point for analyzing the root cause of issues.

By defining and documenting your business processes in SAP Solution Manager, you create a central point of access to log files, error queues, and so on, which support staff can use to quickly identify problems areas and access the affected systems.

In general, a customer’s solution landscape consists of a collection of components and a management layer. Components host the application portions that are part of the business processes. For service and support purposes, all these elements need to be accessible from the management layer. This is valid for both SAP and non-SAP components.

For more information about defining and documenting your system landscape with SAP Solution Manager, see the SAP Standard for Solution Documentation.

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Overview of the Standard for Remote Supportability Figure 6: SAP Solution Manager as the Central Point of Access

2.3.2 SAP Global Support Backbone

The SAP Service Backbone is the set of applications for managing the customer relationship and providing services to the customer and partner ecosystem.

The SAP Global Support Backbone hosts basic information about the customer’s installations and processes as well as the partner ecosystem. SAP experts can use a remote connection to access the customer network to collect or update technical information required to solve issues.

By integrating the partner ecosystem into this scenario these capabilities can be passed on.

2.3.3 Partner Integration

SAP’s evolving ecosystem provides tailored solutions for a wide variety of industries and markets. The success of such an ecosystem relies heavily on the various partners being able to connect remotely to the customer. Therefore, SAP has integrated its partners seamlessly into the SAP Global Support Backbone through SAP Solution Manager and SAProuter.

In this scenario, SAP Solution Manager provides basic support capabilities, such as remote access for problem resolution, collaboration, issue management, and service delivery. As a result, partners gain standardized access to their customer’s systems. No additional support infrastructure or procedures have to be set up by customers or partners.

Logon data is also stored centrally in the secure area of SAP Service Marketplace. Partner access to this

information is logged and must be authorized by the customer. Customers can also benefit from proven security procedures and a central overview of all configured remote connections.

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SAP Solution Manager provides a classification-based system for support messages and enables support consultants and partners to access additional information about the incident, such as contact persons or technical details. To further analyze the incident, partners can also request remote access. The following connection types are currently available for partners:

 SAP GUI

Creates a secure tunnel between the networks, also known as an R/3 connection  Netviewer

Application sharing tool used as a collaboration platform for support requests  HTTP

Browser access for Web-based applications, for example, SAP Enterprise Portal

Figure 7: Extended Remote Supportability in the SAP Ecosystem

Independent Software Vendors

The group of partners referred to as Independent Software Vendors (ISV) provide their own products and services based on the SAP platform. These partners have to comply with SAP’s integration standards for SAP Solution Manager in order to get certified. Different certification levels exist, ranging from the lowest level, which just ensures that version information, technical configuration data, and logs/traces can be accessed from SAP Solution Manager, up to higher level integration that provides End-to-End Diagnostics integration.

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Lifecycle of Remote Supportability

3 Lifecycle of Remote Supportability

3.1 Plan

Supportability is the ability to deliver services to a customer solution landscape in order to perform incident management and problem resolution and to engage with the customer in a continuous improvement process for the solution landscape. Ensuring supportability for a solution landscape includes the following phases and activities:

 Reviews of early solution development design  Development of support tools

 Setup and operations of the support infrastructure

 Development and operations of backend support applications covering the commercial aspects of support and service delivery

Adhering to a set of principles and architectural requirements is fundamental in establishing remote supportability for a customer solution.

3.1.1 Supportability Principles

Operating and supporting the customer solution landscape requires a set of services and tools that provide controlling, tracing, viewing, and reporting of the landscape. However, just as administrator functions are not normally available to end users, not all of the administrator functions should be available to a support person. Every time a support employee accesses a customer landscape, there are potential legal implications and serious consequences resulting from this interaction, for example, if the support employee makes changes to the customer’s environment.

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SAP has identified basic principles that guide the development of support-related products, tools, and processes. These principles are as follows:

 Central  Remote  Uniform  Complete  Safe

3.1.1.1 Central

All information and tools needed to perform a support task must be centrally available (or at least linked to one central place). There must be one central place to „enter‟ into the solution landscape to perform support and service activities.

The first principle simply states that the necessary tasks should be performed from a central access point. Besides the obvious economic benefits of one infrastructural setup to access a landscape and the convenience of having all tools in one place, there is another fundamental aspect behind this principle.

Delivering mass support to the installed base requires a comprehensive set of tools and a methodology for performing root cause analysis. As a result, you can only provide training support in both the tools and methodologies in larger intervals, for example yearly, and with a short training duration. A central approach to support information and tools helps to guide support employees through the analysis steps, which significantly reduces the required training costs and effort.

3.1.1.2 Remote

All tools needed in a support process must be remotely available via the SAP standard support

infrastructure in a safe, fast and auditable way. All support relevant information must also be downloadable to SAP from an ABAP or Java based system within the customer landscape (via service session download). Remote support is already a well-established aspect of modern IT. In fact, it is the only economically feasible way to deliver support and services to a large number of customers. Using a remote connection, both the customer and support can exchange information necessary to take reactive and proactive steps to continuously improve the customer landscape. The remote connection itself must provide a safe and efficient channel for transferring data. For auditing purposes, you also need to maintain a record of access to the remote connection.

As the actual analysis is performed remotely, it is also important that you can transfer analysis data and supporting information using the remote connection. For example, it is typical to attach items such as a thread dump to a support message.

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3.1.1.3 Uniform

Identical support tasks must look as uniform as possible for any object to be sup-ported (e.g. software components). In addition, the support process must be uniform, independent of the supported object. Guiding principle: Know one and you know how to do it for all!

The principle of uniformity directly relates to the effectiveness of an individual using the tool environment and the required training effort for each available tool. All tools and tasks should be intuitive to use and behave in a uniform manner. For example, user interfaces should be distinct and kept to a minimum.

This principle of uniformity also applies to the information itself. For example, log messages should have a unique ID and a readable timestamp in the same place for all message classes. This also reduces the training effort and it allows for quick and intuitive navigation trough the set of tools when performing an analysis.

3.1.1.4 Complete

All information needed to perform a support task must be available up-to-date at the same time within the support tool. There should be no need to jump around in various places or tools to collect all necessary information needed to perform a support process!

Completeness of information is essential for performing any kind of support analysis tasks. The data necessary for a support task must be up to date and easily accessible from a central location. Gathering data from various places, such as directories and physical systems, from different tools with different semantics, is a cumbersome and error-prone process that affects the effectiveness of the analysis.

3.1.1.5 Safe

All support tasks can be performed in a safe manner relative to the customer environment. There must be a specific support role that allows exactly what is needed to perform the given support task. It must not be possible to change any customizing or business data or to view any secret information (like passwords) with this support role.

This principle deals with the fundamental concept of safety when interacting with the customer environment. It should not be possible to modify anything in a productive landscape, not even accidentally. For example, accidentally wiping out a database or adding a “phantom order” is simply not acceptable from a customer perspective.

However, occasionally it is necessary to access lower layers, such as the operating system, or to make a modification to resolve a critical issue. In such cases, access must only be possible with explicit consent and authorization by the customer. Tool designers need to think about how to separate the different usages in their tools and, in some cases, need to implement programmatic access (APIs) to component data, such as

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3.2 Build

3.2.1 Set Up Remote Connection

The basic process for setting up a remote connection is as follows:

1. The customer, together with SAP, establishes a network connection. SAP offers the following network types from which the customer can choose:

o ISDN (dial-up connection) o Frame relay

o VPN/SNC using SAProuter

2. A separate SAProuter is installed on either side of the connection (customer and SAP). SAProuter is a software program that controls access to the networks.

3. When this connection is established, the customer releases the connection types for each system. The following connection types are available:

o SAP GUI (R/3 Support)

SAP GUI access is the standard access to an ABAP-based SAP system and has to be configured for all relevant systems. For more information, see SAP Note 812732.

o HTTP

This connection is used to reproduce error situations in Web applications remotely and to access Web-based analysis tools. Therefore, it has to be set up for accessing Web-Web-based applications. For more information, see SAP Note 592085.

o Netviewer

Netviewer supports application sharing between support consultants and the customer, enabling simultaneous collaboration and system access.

For more information about available connections types and links to SAP Notes, see the SAP Support Portal at http://support.sap.com/access-support  Available Connection Types.

4. The SAP Global Support Backbone collects basic information of all installations of customers and related systems.

Note

An installation number is created for every new installation requested by a customer. To be able to install the software, the customer needs to request a license key for each system that is installed within this installation number. A customer can have different systems within the same installation number, representing the different roles of the systems, for example, productive, test, consolidation, training, and so on.

3.2.2 Connect to SAP Solution Manager

SAP Solution Manager supports customers in managing and monitoring their systems and business processes. The remote connection to SAP Solution Manager is a key component of Root Cause Analysis as Solution Manager is SAP's preferred tool for investigating problems. Two connection types are important to this standard:

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 SAP Solution Manager – An R/3 connection tunnels a connection to SAP GUI. During root-cause analysis, this connection type is mainly used to gather general information about the customer’s solution landscape.  SAP Solution Manager Diagnostics - An HTTP connection to the Root Cause Analysis work center provides

central access to the Solution Manager Diagnostics functionality.

For more information about setting up these connections, see SAP Note 962516.

3.2.3 Application Sharing via Netviewer

For customers with complex solution landscapes containing non-SAP components, application sharing is essential in order to provide complete support. For example, application sharing is necessary to deliver support on an operating-system level and to access all servers in a customer's landscape.

Netviewer is integrated into the SAP Global Support Backbone and provides application sharing, including voice and video channels. In compliance with the security requirements, Netviewer provides encrypted data exchange and read-only modes so that customers can allow support access to their desktop without sharing applications. You can also record sessions for later review.

All you need is a PC running Microsoft Windows and internet access; you do not need an additional license to participate in Netviewer sessions started and moderated by SAP. After installing the Netviewer participant client on your local PC and activating the Netviewer connection type on SAP Service Marketplace. For each session, SAP sends you a session number, which you enter in the client to join the session. In the session, you confirm the transfer of screen content and can grant remote control to the SAP support employee. You can also invite additional participants, for example, you can invite partners into the session if required.

For more information about application sharing with Netviewer, see SAP Service Marketplace at

http://service.sap.com/netviewer.

3.3 Run

The following basic process of remote support demonstrates the supportability principles in practice: 1. A problem occurs and the customer sends a support message to SAP.

2. The SAP support engineer needs to access the customer landscape in order to perform a root-cause analysis. SAP establishes a secure connection to the customer environment.

3. The SAP support engineer enters the customer environment at the defined central location.

4. From the central point of access, the engineer can see an overview of the entire landscape and is presented with various navigation possibilities. Information such as log data or configuration data should also be consolidated at this point for reference. This data should be uniform in appearance and style so that it is intuitive, fast, and easy to get to the relevant information and consequently the root cause of the problem. 5. Audited by the SAP support infrastructure, the engineer examines the environment and can download

relevant information to help solve the problem. The engineer is not able to make changes in the customer landscape.

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3.3.1 Process Flow

This section describes the basic architecture of remote supportability and the key processes.

Remote access links the customer’s network to the SAP Global Support Backbone, accelerating issue resolution and delivery of support services while simultaneously reducing costs. The support infrastructure provides remote access to the required tools and information on the customer side.

The network of remote access comprises the supportability principles. For more information, see Supportability Principles.

Figure 9: Remote Supportability: Collaboration Between Customer and SAP

The trend towards End-to-End (E2E) solution support requires more and more the use of tools and applications that are not integrated in SAP’s remote support infrastructure. However, application sharing methods enable the use of these tools within remote support. The given security measures prevent unauthorized use.

Security of Remote Support Infrastructure

The SAP remote support infrastructure is in place at almost 100% of SAP customers. The key reason behind this success is the focus on security.

 Every customer has full control of the established connections and opens the connection upon request.  Every remote connection to a customer system is logged.

In addition, various encryption mechanisms are available, for example software encryption with Secure Network Communications (SNC) and hardware encryption with Virtual Private Network (VPN).

Secure Area

Remote support depends not only on a secure network connection between the two parties involved but also requires an active and valid user account for the system under inspection. A secure and reliable password safe, referred to as the secure area, stores access information for SAP and partner support consultants. The secure area can be managed directly from SAP Service Marketplace at http://service.sap.com/access-support. The customer controls access to this password safe through a fine-grained access control system. As an additional safeguard, logon data is automatically deleted after a fixed period, which is defined by the customer. Access to the secure area is also logged for transparency and auditing purposes. The customer can access this information at any time.

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3.3.2 Open a Service Connection

The customer can open the required service connections on request and can specify how long the respective service connection can be used by SAP.

Note

If you are not permanently connected to SAP (for example, in a dial-up connection scenario), you can use the Service Connector to open a connection.

The log book logs all activities, for example, when a connection is opened or closed and who used the connection at what time.

You can manage remote support connections on the SAP Support Portal and in the customer’s SAP Solution Manager installation. For more information about the SAP Support Portal, see http://service.sap.com/access-support

3.4 Optimize

The technical infrastructure in a customer's system landscape is changed regularly due to ongoing innovation or changes to hosts, SAP systems, and so on. In addition to implementing SAP's principles of remote supportability, the following components must be configured to optimize the remote support standard:

 Remote connection to all productive SAP systems in customer’s system landscape  SAProuter

SAProuter controls access to your network. You can use SAProuter to permit or restrict connections to your system.

 SAP EarlyWatch Alert in SAP Solution Manager to get host information and system workload data of managed systems.

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Training

4 Training

4.1 Expert Guided Implementation Sessions

Expert guided implementation (EGI) is a new delivery methodology. The methodology balances the combination of training, practical experience, and expertise on demand. The focus is to enable the customer to execute complex activities with the help of SAP experts. It is important that during the delivery itself, the activity is executed as described in the delivery slot. Examples activities include performing an update, building a Customizing, or executing a service.

Expert guided implementation enables you to execute activities without being a subject matter expert. The methodology closes the gap between classroom training and consulting. Expert guided implementation provides guidance for the execution phase of your project.

The goal is to execute all relevant steps that are necessary to complete a defined activity during the delivery time of expert guided implementation. After the delivery, the targeted activity should be complete. For example, test management configuration is complete and ready for productive use, or a service is executed, and a service report for optimization activity exists.

For more information about EGIs, go to SAP Service Marketplace at http://service.sap.com/expert-guided-implementation.

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More Information

5 More Information

Documentation Link

SAP Service Marketplace https://support.sap.com  Services and Support 

Support programs and services  Remote Support Component

SAP Help portal https://help.sap.com  Application Help  SAP

Solution Manager 7,1 SP12  Sap Engagement and Service Delivery  Service Connections

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www.sap.com/contactsap

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