Run SAP Like a Factory

(1)

Timo Rajamäki , SAP Active Global Support Nordic

November 2013

2013 SAPSA

(2)

Agenda

What is Run SAP Like a Factory

OCC – Operation Control Center

Application Operations

(3)

Application Lifecycle Management

Run SAP like a Factory

Business Process Operations

Application Operations Build Execution Test Execution Deployment execution Build Mgmt Test Mgmt Release & Deployment Mgmt Design Mgmt

IT Service Management

Minor Release Urgent Change

IT Portfolio and Project Management

Project Portfolio

Major Release

SAP Solution Manager - One Integrated Solution for IT Management

Business Requirement

Enhancement

Incident

Problem

Request for Change

(4)

Problem Management

(re-active / pro-active)

Run SAP Like Factory Concept

Ch

ang

e Ma

nag

eme

nt

Operations Control Center (OCC)

Incident and Problem Management

Do

Check

Plan

Act

Status Core Business Processes

Central Alert Inbox Status System Components Status Business

Users

Event Management

Central Monitors/ Dashboards

Continuous

(5)

Agenda

What is Run SAP Like a Factory

OCC – Operation Control Center

Application Operations

(6)

Solution Operation - Customer Challenges

Identify the Root cause of problem. Missing root cause analysis tools.

Proactive end-to-end Monitoring is missing. Challenges to move projects or releases in to production.

No transparency or visibility to system operations – Performance & Availability

Customer Challenges

No reporting tools available. Real time reporting is missing.

(7)

In short:



Get

full transparency

about the status of your core

business processes and the IT landscape

What you get:



Clarity on the current state of your entire IT landscape in

the operations control center



Instant warnings in case of major business exceptions and

technical problems so you can take swift actions



Intuitive dashboards provide clarity to all IT support levels

Operations Control Center

(8)

Operation Control Center Concept

Manage Operational Efficiency

 Is IT on top of projects and operations?

 Are budget, capacity and skill development on track?

 Are all my system up and running?

Operation Control Center

 Selected auto refreshed status monitors

 Application and Business Process oriented real-time monitoring for the whole solution landscape

 Two Operation Experts required per shift

 Exceptions are automatically detected and Guided Procedures for

Resolution are available

 Expert Tools for root cause analysis and problem resolution in place

Demonstrate Value of IT

 Does IT help the business to grow?

 Is the business using the IT solution sufficiently?

 Is business continuity guaranteed?

 Is throughput as expected from a business side?

Work Centers

(9)

Business Process Operations and Application Operations

Business

IT

Operations

Control Center

Business Process Analytics Detect Problem

BP KPI & Data Consistency

Monitoring

Business Process driven view for selected Jobs, Interfaces, Scripts

and Technical KPI’s

Dashboards System, Database &

Host Monitoring End User Experience

Monitoring Interfaces & PO

Monitoring Job & BI Monitoring

Alert and Event Management Incident and Problem Management (optional component) Route Problem Guided Procedures IT Task Management Root Cause Analysis Resolve Problem Business Process driven Root Cause

Analysis

Exception Management Business Process

(10)

Innovation Control Center and Operation Control Center

with premium access to Mission Control Center

Innovation Control Center

Build SAP like a factory

 Reduce implementation cost

 Reduce time to value

 Smoothen transition to operations

 Avoid unnecessary modifications

Mission Control Center

Enhanced Back Office

 Direct access to unmatched

expertise from SAP and ecosystem

 Fast issue resolution

Operations Control Center

Run SAP like a factory

 Improve business continuity

 Higher degree of automation

 Better business performance

 Reduce total cost of operations

SAP Solution Manager

Customer

SAP

(11)

Run SAP Like a Factory Benefits

Providing transparency about the status of business processes , system availability and performance.

Identify the Root cause of problem . Missing root cause analysis tools.

Proactive end-to-end Monitoring is missing. Challenges to move projects or releases to production.

No transparency or visibility to system operations – Performance & Availability.

Customer Challenges

Run SAP Like a Factory

No reporting tools available. Real time reporting is missing.

Moving to pro-active monitoring via the central alert monitors Monitor components of the end-to-end processes to ensure that they are available and stay available for all your critical processes.

Rapidly identify the root cause of a problem, and restore service if any interface or component fails.

Increase operational transparency for core SAP systems via Interactive reporting and Management Dashboards

(12)

Operations Control Center - Description

An Operations Control Center (OCC) consists of:

1. • A set of central monitors, which permanently report the status of the business processes and

related IT landscapes, including important business and technical exceptions.

2. • An infrastructure, which pro-actively monitors the solution 24x7 without manual effort, and which

triggers and correlates alerts in case of problems. The alerts are bundled in an alert inbox.

3. • A small team of technical and functional IT operators, who work on these alerts in a

standardized event management process.

4. • A continuous improvement process, which identifies problem areas with potentially high

business risk. Continuous improvement then initiates and tracks corrective action.

(13)

Agenda

What is Run SAP Like a Factory

OCC – Operation Control Center

Application Operations

(14)

Application Operations

Overview

In short:



Monitor and manage

all components of your IT environment

What you get:



Clarity on the performance of your systems, interfaces

applications



Instant alerts in case of exceptions so you can take swift

actions



Full transparency about the root cause of incidents in your

entire IT landscape and the right tools to fix it



Discover negative end-user affecting system behaviors before

the end user recognizes them



Optimize the technical performance and throughput of your

(15)

SAP’s E2E Monitoring and Alerting Infrastructure – The Evolution

Local CCMS

Central CCMS

Integration of System and Application Monitoring

ABAP ABAP SAP J2EE SAP (ABAP, Java, BOBJ, SUP, HANA, …) Non-SAP (IBM WebShere, Tomcat, MS .Net) Application Monitoring System, Database and Host Monitoring PI Mon IC Mon EE Mon BI Mon Integration of SAP IT Infrastructure Management Configuration Management Database Monitoring and Alerting Integration

CMDB

Integration of Business Process Monitoring

SAP Solution Manager 7.1

Business Process KPI Monitoring Data Consistency

Monitoring Unified Job Monitoring

Unified Interface Monitoring Message Flow and Workflow Monitoring SP01

SP05

SP05 SPXX

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Scope of Application Operations

System & Application

Monitoring

One infrastructure for monitoring and alerting

covering SAP & non-SAP applications

- System, Database & Host Monitoring

- End User Experience Monitoring

- Interface & Process Orchestration Monitoring

- Job & Business Intelligence Monitoring

Data Volume Management

Manage data growth and data reduction

measures in your landscape

Technical Analytics

& Dashboards

Dashboards for different target groups with

sufficient look-and-feel; pre-packed, extendable

or customer specific

Root Cause Analysis &

Exception Management

Analyze issues in heterogeneous landscapes,

ensure compliant configuration and reliable

handling of technical and business exceptions

Technical Administration

& Guided Procedures

Automated and guided handling of IT related

activities including IT Task Management

(17)

Unified Alert Inbox the primary Alert Consumer



Central access point to handle all types of alerts



Efficient alert handling based on consolidation

of single alerts to alert groups



Integration of most common alert handling

mechanism as status tracking, incidents,

notifications and 3rd party integration



Drill down from alert type to alert groups, alert

instances and single metrics and events



Integration of analysis capabilities as problem

context and monitoring applications

Alert Type

Alert Group

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Efficient handling via System Monitoring

System hierachy

Details Tree

System list

Metric Viewer

Mobile Application

(19)

End-to-End visibility with End User Experience Monitoring

Alerting and Reporting Store

SAP Solution Manager

EEM Robot

EEM Robot EEM Robot

End-to-End

Reporting

SAP Solution Manager



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

measurement and send results to SAP Solution Manager

Monitoring

Alerting

Analytics

Production



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

visualize it in End User Experience Monitoring application

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Understand interface landscape

with Interface & Connection Monitoring



Interface Channel with human

understandable tags are used to

abstract from a concrete technical

implementation of interfaces



All relevant interface technologies

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

Gateway) are supported



Topology view allows to understand

layout and status of interface

landscape



Dashboard view provides clearly

structured overview regarding

most important metrics per

interface channel



Complete integration in E2E

Monitoring and Alerting

infrastructure and Exception

Management Cockpit

Typical customer

interface landscape

Dashboard View

Topology View

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Reduce costs of operation with Process Integration Monitoring



PI Monitoring Application centralizes all information relevant

to keep an PI domain up and running:



Overview per PI domain (good-morning page for PI

administrator)



Availability and Self Checks for PI Components



Status information for PI Channels



Error and backlog information based on PI Message

Statistics



PI Monitoring is completely integrated in E2E Monitoring and

Alerting, Notification/Incident Management and Root-Cause

Analysis in Solution Manager as well as with PI local tools



Message based Alerting is based on alerting rules in PI

Integration Directory which allow aggregated alert view or

individual alert view (to prevent flooding of Alert inbox)



Cross-component message search can be used for

payload-based message search cross several PI

components (usage of predefined filters and queries based

on payload attributes)

PI Monitoring Application

Message based Alerting

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Business Intelligence Monitoring as central entry point



BI Overview Monitor shows at a glance current

status and open alerts for all components



Summary of alerts and status worst case of

all systems in the BO Web Layer, BO Server

Layer and BW System Layer

BO Server Layer

Sy

s

te

m

Moni

tor

in

g

BO Web Layer

BW System Layer

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Technical Analytics

Sufficient standard content



System relevant Reports are provided for categories

Availability, Performance, Exceptions, Capacity and

Usage and are focused on ABAP and Java



End User relevant Reports are provided for categories

Availability and Performance and are running in context

script and location



Reporting Framework provides navigation and

time/context selection and is open for enhancements

Interactive Reporting

Dashboards



System relevant Dashboards cover Performance and

Availability and configuration settings allow to restrict

system scope and time frame



End User relevant Dashboards cover also Performance

and Availability and configuration settings allow to restrict

scripts/locations and time frame



Dashboard Framework is open to integrate

(24)

Usage of Interactive Reporting

System Specific Reports – ABAP based Systems

System Availability

Instance Availability

Host Availability

System Performance CPU Utilization

DB Utilization

Memory Utilization

File System Utilization

Paging Rate

Trans/Reports

RFC Destinations

DB Availability

Response Time Distribution

Response Time Composition

DB Performance Applications DB Usage WebServ.Cons. User Activity ABAP Exceptions

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Average Number of Dialog Steps Response Time per Dialog Step

S e c o n d s # D ia lo g S te p s

FI 1 Last two months

0 20 40 60 80 100 120 140 160 0 0,5 1 1,5 2 2,5 3 3,5 4 4,5

Average Number of Dialog Steps Response Time per Dialog Step

S e c o n d s # D ia lo g S te p s

FI 2 Last 30 Days

(26)

System

Performance

Top 5

Transaction

Availability

HW Resources Backup Status

FI 2

FI 1

EWM

FI Systems – This Week - CW49

3

+10% 2,3 s -10% 0,9 s -10% 1,2 s 95% 95% 100% Add percentage variation and

average time Colour based on the threshold Number of transactions with negative trend <1 green 1>,<3 yellow >3 red % availability

System

Performance

Top 5

Transaction

Availability

HW Resources Backup Status

RUN

-10%

1,2 s 100%

(27)

18 %

13 %

12 %

10 %

7 %

40 %

Executions/Current

Week

Z_CREATE_SFIR Z_CREATE_CFIR ZTM_DOC_CALC_COST SESSION_MANAGER Z_TOUR_MONITOR Other

Transaction

Weeks

Avg. Exec./Day

Trend

Avg. Resp. Time

Trend

Z_CREATE_SFIR 4 5034 1034 Z_CREATE_CFIR 5 3560 1250 ZTM_DOC_CALC_COST 1 3200 1570 SESSION_MANAGER 6 2863 2350 Z_TOUR_MONITOR 8 1780 3320

0

1

2

3

4

5

6

Z_CREATE_SFIR Z_CREATE_CFIR ZTM_DOC_CALC _COST SESSION_MANA GER Z_TOUR_MONIT OR

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Agenda

What is Run SAP Like a Factory

OCC – Operation Control Center

Application Operations

(29)

Business Process Operations

Overview



Business process operations provides a business process oriented

approach to the IT and business department to operate the mission

critical business processes covering:

• Monitoring and alerting on the performance and exceptions of

business processes.

• Efficient and effective control over all background jobs.

• Early detection and resolution of data inconsistencies.

• Providing transparency to improve the business process

flow through the IT solution

• Optimize the technical performance and throughput of business processes

• For business process operation you can use tools like Business Process Monitoring, Job Management and Data

Consistency Management in SAP Solution Manager.

• Business Process Analytics and the Business Process Monitoring Dash Boards can used to for a close

cooperation between IT and Business Department to monitor the “health” of business processes and continuously

improve them.

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Business Process Monitoring – Focus Areas

Alert Monitoring, Analytics, Dashboards

IT

Business

Business Process

Stabilization

(monitor interfaces & jobs)

Business Process

Improvement

Analysis of document backlog

Business Process

Improvement

Analysis of other exceptions • Minimize interface failures

• Minimize errors or delays in background processing

• Maximize technical performance • Avoid functional errors (e.g. ABAP

dumps, update errors)

• Identify standardization issues by internal benchmarking

• Identify systematical end-user

handling errors and possible training gaps

• Close process design gaps • Adjust customizing and/or

configuration

• Clean up old & open business data

• Reduce Time to Market by Lead Time calculation for certain process steps • Analysis of Inventory (Slow Moving

Stock)

• Optimize Supply Chain (STO Value in Transit, STOs without Deliveries) • Reduce exceptions in Order

Management (Credit Memos, Rejections, Incompleteness)

“Protect initial investment” “Make most of initial investment & achieve optimum according to plan”

Alert Monitoring for interfaces, background jobs & cross-application

Business Process Analytics & Alert Monitoring (application-specific)

Business Process Analytics

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Business Process Monitoring

Information Flow – High-level Overview

Solution Manager

Service

Level

Reporting

Continuous Online Alert Monitoring

Solution Landscape

BW (ad-hoc)

Reporting

People

Service

Desk

Message

SMS

Email

Dashboards

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Business Process Monitoring Workflow

Example: Order to Cash

Backlog of CRM Orders in Status ‘Error in

Distribution’

qRFC Monitoring of critical queues

Backlog of open ERP Sales Orders

Backlog of open Outbound Deliveries

Invoices not transferred to Accounting

No. of Inbound SHPCON IDOCs in Error Status Deliveries with

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Business Process Monitoring

Available Data Collectors – High-level Overview

Application specific monitoring (Throughput & Backlog Indicators) for



SAP ERP (SD, MM, PP, LE, WM, PM/CS, QM, FI) & SAP EWM



SAP CRM (Sales, Services, Customer Interaction Center; Marketing)



SAP APO (planning runs in DP, SNP, PP/DS, gATP/BOP)



SAP SRM (Self-service Procurement, Sourcing Cockpit)

Background Job monitoring for



Single background jobs, SAP BW Process Chains



Interface monitoring for



IDoc, BDoc, tRFC, qRFC, bgRFC, Batch Input, flat files, SAP PI



Cross-Application monitoring for



ABAP dumps, Update errors, number range fill-level, Application Log entries,



Performance monitoring for transactions and RFC processing



Industry specific monitor enhancements for



SAP Apparel and Footwear, SAP for Automotive, SAP for Banking, SAP for Retail, SAP for Utilities

Data Consistency monitoring for



SAP ERP, SAP CRM, SAP APO

Complete catalog available under

http://service.sap.com/bpm

> Media

Libary > Customer Information >

Business Process & Interface

Monitoring - Part 2

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SAP Business Process Analytics

Definition and Functional Scope

What is Business Process Analytics?

• BP Analytics is a tool to support the BP Improvement Methodology

• BP Analytics is based on SAP BW

What is supported by Business Process Analytics?

• (Internal) Benchmarking

• Age structure of document backlog

• Trend analysis

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Business Process Operations

From Analysis to Stabilization & Improvement

SAP Business Process Analysis

performed on SAP ERP, SAP CRM or

SAP SRM backend system

Case 1: Improvement potential

has been identified in

application as well as

cross-application area

Step 1: Stabilize processes

with BPMon (esp. jobs &

interfaces)

Step 2: Improve processes with

BP Analytics

Step 3: Provide data to

management with BP

Operations Dashboards

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Business Process Analytics

(37)

Business Process Operations Dashboards

Example: Manager Distribution Center

Dashboards are freely

configurable in three basic

steps:

1. Select key figures and

characteristics to be displayed

2. Chose chart type per key figure

3. Arrange different charts in one

dashboard and assign user

groups

(38)

Why Focus on Job Scheduling Management?

Applications & Challenges

Goal

Application

Challenge

Visibility

Job Documentation

…provide standardized & web-based documentation …avoid unnecessary job processing (“forgotten” jobs) …avoid unnecessary slow support processes

…”living” documentation vs. one-time documentation

Efficiency

SAP Central Process

Scheduling by Redwood

... automate job processing where possible (job chains) …schedule across system boundaries

…event-driven vs. time-driven scheduling …control end-user jobs (job interception)

Effectiveness

Business Process

Monitoring

…ensure that jobs start/finish at the right time

…ensure job processing within given time windows …correlate important jobs with business processes …management by exception

Governance

Job Request

…provide standardized & web-based request form

…integration with standard incident management process …integration with standard change management process …integration with documentation, scheduling & monitoring

Clean-up

Job Scheduling

Management Health Check

…ensure even workload distribution

…avoid unnecessary often job processing …discontinue jobs that are no longer needed …avoid redundant job processing

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