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Customizing Technical Monitoring Functionality in SAP Solution Manager 7.1 to Meet Your Business Needs

Jereme SwobodaNIMBL

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In This Session

• Dive into the customization of Technical Monitoring, specifically system monitoring

• Hear about how SAP Solution Manager 7.1 allows you to monitor almost anything in an SAP landscape

• Talk about the depth of the possibilities when customizing system monitoring to meet your organizations’ requirements

• Learn the difference between alerts and metrics and why we would want to measure an event but not necessarily send an email alert

• Discover tips and tricks for weeding out the monitors that do not fit your specific needs and preventing alert flooding

• Learn how to pull CCMS Monitors into system monitoring

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What We’ll Cover

• Technical Monitoring in SAP Solution Manager 7.1• Monitors, metrics, and alerts –How they work together• Customizing templates, metrics, and alerts• How to prevent alert flooding and false alarms• How to pull CCMS monitors into system monitoring• Wrap-up

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Some Quick Notes

• SAP Solution Manager 7.1 out of the box� Comes with a large variety of monitorsf Already set up and ready to gof Easy to assign and activatef Many options beyond system monitoring

• Completely customizable to meet any requirement� A variety of customizing options

• SAP Solution Manager 7.1 Service Pack 7� New mobile monitoring interface

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Monitoring Possibilities

• End-to-end proactive monitoring• Monitoring your entire system landscape� Systems, databases, and hosts� ABAP and Java

• A myriad of possibilities� Custom background job status� Availability alerts� Back-up status� Transaction log fill ratio� Key performance indicatorsf For example, CPU utilization, disk space, and response times

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Monitoring Possibilities (cont.)

• A complete monitoring package� End-user experience monitoringf Availability and response times from an end-user perspective

� Connection monitoringf Active monitoring of RFC and HTTP

� Process integration monitoringf PI channels and message flow monitoring

� Business intelligence monitoringf Process chain and SAP BusinessObjects job monitoring

� SAP Solution Manager self-monitoring� Interface channel monitoring

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Alert Management

• Real-time system monitor� Status overview for technical systems, instances, databases,

and hosts� Visualize metrics and their thresholds’ current status� Graphic representation of threshold values over time� Landscape Information

• Alert inbox� Central access point for all alerts� Alert trackingf Date/time, location, and frequencyf Priority and current status

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Alert Management (cont.)

• System Monitor –Displays Current Metric Values

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Alert Management (cont.)

• Alert Inbox –Lists Past Monitor Alerts

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Notification Management

• Create custom recipient lists� Internal –SAP user-based� External –email or SMS-based

• Personalized notification settings (work mode)� Regular business hours (on-duty)� After hours (off-duty)� Planned downtime� Weekends� Holidays

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• Notification Management Work Center –Configure Recipient Lists

Notification Management (cont.)

Assign Work Modes to Individual Recipients

Manage Recipients

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Notification Management (cont.)

• Notification Management Work Center –Configure Recipient Lists (cont.)

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What We’ll Cover


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What Is a Monitor?

• A highly useful set of tools to keep an eye on a specific component within an SAP landscape

• A set of monitoring tools� Templates� Alerts� Metrics

• What are monitors assigned to?� A vast array of componentsf Databasef Central instancef Each dialog instancef Hosts

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What Is a Template?

• Allows different monitors to be assigned to different types of managed objects within an SAP landscape� Monitors a multitude of different productsf ABAP/Javaf SAP NetWeaver® Process Integrationf SAP BusinessObjectsf Windows/Linuxf DB2/Oracle

• Allows for different monitoring configurations� Development� Quality assurance� Production

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What Is a Metric?

• Capable of collecting data on many different components� Customizable to meet any requirement� Triggers an alert based on a predefined threshold value

• Assigned to an alert� Multiple metrics can be assigned to one alert

• Different threshold types� Numeric threshold� Counter threshold� Range threshold

• Monitored value� Maximum, minimum, and average

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What Is an Alert?

• Sends updates on the status of one or more metrics• Allows for multiple alert destinations� A default destination can be assigned to all alerts� Each alert can be customized to go to multiple destinationsf Specific people or groups of people can be alerted

• Multiple categories� Availability� Exceptions� Performance� Configuration

• Allows for individual work mode assignment

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Monitors, Metrics, and Alerts

• Template Maintenance –Manage Templates, Metrics, and Alerts

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Mobile Monitoring

• Service Pack 7 allows for mobile monitoring� All the same monitoring in a mobile formatf Android and Apple iOS supported

• Allows for a quick response to alerts� A higher detail of alert status compared to email alerts� Alert details without direct PC access

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Mobile Monitoring (cont.)

Current Status of Alert

Monitored Systems

Android OS Version

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Current Metric Value

System Details

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Apple iOS Version

Current Metric Values

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Alert Details

Confirm Alerts

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What We’ll Cover


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Customizing Templates

• Create multiple templates within each category� Based on its specific usef Production, quality, testing, or development

� Assign each component a unique templatef Allows for unique monitoring of each instance based on the

specific system requirementsf Allows for custom metric assignmentf Provides custom metric alerting based on a component’s

priority

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Customizing Templates (cont.)

A Custom Template for Each Instance

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Metric Customization Options

• A variety of options for customization� Categoryf Availability, exceptions, configuration, and performance

� Description� Thresholdf Threshold types, monitored value, and trigger value

� Data collectionf Collection intervalf Data collector

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Customizing Metrics

• Custom Metric Creation –Multiple Types of Thresholds

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Customizing Alerts

• A variety of options for customization� Description� Categoryf Availability, exceptions, configuration, and performance

� Severityf 0 –Very Low, 5 –Medium, 9 –Critical

� Notificationsf Specific users and or recipient lists

� Work mode settings

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Customizing Alerts (cont.)

• Create Custom Alerts –Alert Description

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Customizing Alerts (cont.)

• Create Custom Alerts –Alert Notification Settings

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Email Alerts

• Email alerts are sent to designated recipients� Multiple types of recipientsf Global recipient list automatically assigned to all alertsf Single or multiple individually assigned recipient listsf A single recipient

• Alerts are directly sent from SAP Solution Manager� From: SOLMAN_BTC

• Includes an attachment with metric values and thresholds• Email includes instructions on how to investigate or fix the issue� With links to the proper transaction code to investigate

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Email Alerts (cont.)

• Email Alert Example –Displays Current Metric Value

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Alert Example: SMS Message

• Alerts can also be sent via text messaging (SMS)� Use external recipients� Assign to vital alerts that require immediate response

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Monitoring Example: RFC Queues

• Custom Tax Provider QRFC Metric –Description

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Monitoring Example: RFC Queues (cont.)

• Custom Tax Provider QRFC Metric –Collection Data Settings

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Monitoring Example: File System

• File System Metric –Percentage of Free Disk Space

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What We’ll Cover


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How to Prevent Alert Flooding and False Alarms• Assign each managed object a unique template• Customize metric threshold settings� Change threshold type or monitored value� Increase threshold value

• Adjust data collection settings� Increase the interval� Restrict data collection to a specific time of day

• Deactivate email alerts that are for performance or configuration� Some metrics only need to be monitored � By Default, email alerts are active on all metrics

• Assign work modes to templates or specific alerts� Allows for alerting during designated times only

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Metric Activation/Deactivation

Deactivated Metric Custom Metric

Modified Metric

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Alert Activation/Deactivation

Deactivated Alert

Custom Alert

Modified Alert

Metrics Assigned to the Alert

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Reasons for Customizing a Monitor

• When false alarms are being triggered on a regular basis� Depending on the managed system, some metrics are set

too low• When your email inbox is regularly flooded with alerts� At times, the deactivation of certain metrics or alerts is

necessary� Investigating false alarms causes a loss of valuable man hours

• To prevent alerts during peak business times or during regularly planned down times

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What We’ll Cover


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CCMS

• What is CCMS?� The original way to monitor managed systemsf Still used for a variety of applications

• CCMS MTE� The CCMS equivalent of a metric

• CCMS monitors� CCMS has a large variety of metrics already set upf Custom CCMS metrics can be created or customized

� On some occasions, Technical Monitoring doesn’t have the metric that is needf The current status of CCMS metrics can be pulled into

Technical Monitoring

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How to Monitor Emails and Faxes

• Integrate SAPconnect with CCMS on the managed system � Create a custom MTE with RZ21f Create SOST analysis methodf Set collection method to collect data for failed emails and

faxesf Ensure SAPconnect method is assigned to active variant

� Create a custom monitor set in RZ20f Create SAPconnect monitor within monitor setf Change threshold values to meet your standards

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How to Monitor Emails and Faxes (cont.)

• Create a custom metric in Technical Monitoring� Enter MTE class in data collection settings� Set metric to pull the current status of the MTE� Create a custom alert and assign new metric� Assign and activate alert to managed system

• Test and verify the monitor is functioning properly

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• CCMS Monitor Tree –Displays Current CCMS Metric Values

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How to Monitor External Web Sites

• Integrate GRMG with CCMS on a managed system� Create a new GRMG scenario with URL

• Create a custom monitor set in RZ20� Create SAPconnect monitor within the monitor set

• Create a custom metric in Technical Monitoring� Enter MTE class in data collection settings� Set metric to pull the current status of the MTE � Create a custom alert and assign new metric� Assign and activate alert to managed system


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How to Monitor External Web Sites (cont.)

• GRMG –Enter External Web site to Monitor

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How to Monitor External Web Sites (cont.)

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How to Monitor Specific Background Jobs

• Add the jobs to the list of jobs to monitor in RZ21 • Create a custom monitor set in RZ20� Create background job monitor within the monitor set

• Create a custom metric in Technical Monitoring� Enter MTE class in data collection settings� Set metric to pull the current status of the MTE � Create a custom alert and assign new metric� Assign and activate alert to managed system


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How to Monitor Specific Background Jobs (cont.)• Set Up Monitoring of Background Jobs

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How to Monitor Specific Background Jobs (cont.)

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What We’ll Cover


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Where to Find More Information

• Ramp-Up Knowledge Transfer� http://service.sap.com/rkt *f FollowSAP Solution Manager � SAP Solution Manager 7.1 � Technical Operations � Technical Monitoring

• SAP Solution Manager Setup� http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home

• SAP Solution Manager 7.1 Help� http://help.sap.com/solutionmanager71

• Corina Weidmann and Lars Teuber, Conception and Installation of System Monitoring Using the SAP Solution Manager (SAP PRESS, 2009).

* Requires login credentials to the SAP Service Marketplace

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7 Key Points to Take Home

• Regularly check systems with the system monitor to check on the status of monitors

• Use the alert inbox to keep track of alerts over time• When a standard metric doesn’t fit you needs, customize it• If you cant find a monitor within Technical Monitoring, look for

one within CCMS• Use mobile monitoring app to increase response time to alerts• Implement multiple templates for each type of system• Use text messaging instead of emails to get a quicker response

on alerts

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Your Turn!

How to contact me:Jereme Swoboda

[email protected]@SolmanGuru

Please remember to complete your session evaluation

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Disclaimer

SAP, R/3, mySAP, mySAP.com, SAP NetWeaver®, Duet®, PartnerEdge, 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. Wellesley Information Services is neither owned nor controlled by SAP.

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