technical operations in sap solution manager - overview
TRANSCRIPT
Technical Operations
in SAP Solution Manager
Solution Management
Active Global SupportRequire-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Lifecycle
Management
Disclaimer
This presentation outlines our general product direction and should not be relied on in
making a purchase decision. This presentation is not subject to your license
agreement or any other agreement with SAP. SAP has no obligation to pursue any
course of business outlined in this presentation or to develop or release any
functionality mentioned in this presentation. This presentation and SAP's strategy and
possible future developments are subject to change and may be changed by SAP at
any time for any reason without notice. 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 assumes no responsibility for errors or omissions in this document, except if
such damages were caused by SAP intentionally or grossly negligent.
The Nature of Business Is Changing
Business networks lead to increasing innovation and integration speed
2000 2007 2010
Every customer has mission-
critical applications along with
integration needs
SAP landscapes become more
sophisticated the more
comprehensive & integrated
they are
SAP provides advanced support
options to manage innovation and
integration, risk and TCO
R/3R/3Legacy
System
Legacy
System
ManguisticsManguistics
» INCREASED SAP LANDSCAPE INTEGRATION
Business Networks
No. of users
Technical Operations in SAP Solution Manager Represents all capabilities for central monitoring, alerting, analysis and administration
of SAP solutions
Allows customers to reduce TCO by predefined content and centralized management tools
for all aspects of operations in SAP Solution Manager
Provides End-to-End reporting functionality either out-of-the-box or individually created by
customers
SAP is aware of customer pain points
Customer Pain Points in Application Management
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Lifecycle
Management
Transparency on Processes & Apps• Difficult to maintain up-to-date
documentation of the solution
Test Efforts• Impact of a change?
• Test in heterogeneous
environments
Adaptability of Existing Solution
• Avoid disruption of business
• Management of requirements/projects
Consistent Deployment of Changes
• Complex and opaque transport
situation
• Synchronization of transports
for various components
Process Optimization• Ensure business continuity
• Difficult detection of optimization potentials
Resolution of Incidents & Problems
• Lack of support for mission critical processes
• Root-cause analysis in complex & diverse
technology stacks
Control of Changes• Lack of governance, project-management
and quality-management support
Solution Updates• Missing guidance for upgrade projects
• Handling of custom code during upgrade
• Upgrade downtime
Cost of Administration• Management of complex
landscapes covering
multiple technologies
• Interdependencies
Peer Comparison• How to benchmark your processes
with peers?
SAP Solution Manager Enterprise Edition
From Awareness to Action
SAP is aware of customer pain points. Pain points are addressed by best practices:
SAP Standards for E2E Solution Operations.
Implementation methodology for
E2E Solution Operations: Run SAP.
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Management
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application
Management
SAP Solution Manager provides all
capabilities for E2E Solution Operations.
Change
Management
Solution
Updates
Problem
analysis
MonitoringSoftware
logistics
Integration
Validation
Integration
Testing
Innovation
Management
Transparency on
Processes & Apps
Incident
Management
Improvements of processes,
components and solutions
Maintenance of
SAP Solutions
Root Cause
Analysis
Monitoring of mission-
critical processes
Deployment of
solution updates
Integration
Validation
Integration
Testing
Innovation
Management
Identification of critical
business processes
Incident
Management
SAP has compiled best practices for E2E Solution Operations based
on the experience from customer engagements over three decades.
Application Lifecycle Management
Technical Operations
Technical Monitoring & Alerting End-to-End Root Cause
Analysis
Technical Administration
End-to-End
Change Analysis
Workload Analysis
Exception Analysis
Trace Analysis
Monitor Alert Analyze Administrate
Techncical Admin
Technical Reporting
Prove Value to Business SAP Early Watch Alert
Service Level Reporting
Status Monitoring
End-User Experience
Monitoring
Connection Monitoring
Product Specific
Monitoring (like PI, BW,…)
Unified Alert Inbox
Alert correlation and
propagation
Central Template
Maintenance
Open data provider and
alert consumer
Technical Admin
One Central Monitoring
Infrastructure
Avoid Alert Flooding Lower Mean time to Resolution Optimize Operations
Key User
Technical Admin
Operational Guidance (RunBook)
IT Calendar / Work mode Management
Task Management
Central Tool Access
Standard IT Reporting
Customer BW Reporting
Incident Service
Requests
Recurring
Tasks
Change
Technical Operations
High Level Architecture
SAP SOLUTION MANAGER
Component-
Specific Tools
End-to-End
Root Cause
Analysis
Lower mean
time to resolution
End-to-End Change Analysis
End-to-End Workload Analysis
End-to-End Exception Analysis
End-to-End Trace Analysis
C(++)ABAP Java .net
Technical
Monitoring,
Alerting &
Administration
Optimize operations
Technical
Reporting
Prove value to business
MANAGED SYSTEMS
SAP EarlyWatch Alert
Service Level Reporting
Standard IT Reporting
Customer BW Reporting
Technical Monitoring & Alerting Technical Administration
Unified Alert Inbox
Alert correlation & propagation
Open monitoring infrastructure
IT Calendar
Task
Management
Runbook
Tools
Explorer
Central planning and tracking
Standardized and guided operations
Open automation infrastructure
End-to-End Root Cause Analysis
Application Overview
Change AnalysisWorkload Analysis
Exception Analysis Trace Analysis
System, Host & Database
specific RCA tools
End-to-End Root Cause Analysis
Application Overview
Change AnalysisWorkload Analysis
Exception Analysis Trace Analysis
Workload Analysis
identify general performance bootlenecks in
complex landscapes
review most important KPI’s cross all
technologies
drill down to product specific workload KPI’s
Change Analysis
review statistical change data cross all technologies
based on daily configuration snapshots
compare configurations between systems
drill down to change reporting for a detailed change history
isolate one single user request through a
complex system landscape
identify the problem causing component
(performance and functional)
jump to detailed component specific trace
analysis (SQL, ABAP, J2EE trace,…)
Trace Analysis
review statistical exception data cross all
technologies
perform exception trend analysis or review
exception after changes
jump to component specific exception
analysis (ST22, NWA,…)
Exception Analysis
System, Host & Database
specific RCA tools
System, Host & Database specific RCA tools
Safe and remote enabled access to Filesystem, OS and DB
Links to read-only monitoring and administration tools
Wily Introscope for perfomance analysis and monitoring
Root Cause Analysis – Example Scenario
1 2 3 4 5
Create
Support Message
Perform E2E Workload
Analysis
Perform
E2E Trace
Component Analysis
with Wily Introscope
Notify
End User
An Employee Self-Service (ESS) user experiences a performance problem in the browser and
creates a support message in the customers service desk system. The support employee uses
the E2E Workload Analysis to check the server side performance, but no bottleneck can be
identified on the server side. So a E2E Trace analysis is use to record the activity of the single
end user. The time is spent on the client side. So BMC Appsight can be used to identify the
root cause of the bad client performance, which is in this case caused by bad javascript coding.
BrowserWAN
Network
Presentation
Logic
Application
Logic Database
New Work Center for Root Cause Analysis
within SAP Solution Manager EhP1
Open multiple
applications next
to each other
Structured
displayed of
metrics
Completely integrated in
SAP Solution Manager
Work Centers
Flexible query
based system
selection (no
solutions needed)New Navigation
Structure (Top-
Down Approach)
Integrated
Administration
Tools
Integrated Setup &
Check Tools
CA Wily Introscope - Right to view license
Introscope is a performance management solution that enables you to monitor complex applications in production environments 24x7.
http://www.wilytech.com (part of CA)Real time (15 s) monitoring using
Dashboards
Investigator
Dynamic transaction tracing
Dynamic byte code instrumentation for
J2EE
.Net
Static instrumentation for C/C++ based
products available
….includes license of Wily Introscope for
SAP delivered instrumentation and
dashboards (read-only) for SAP & Partner
products, eg:
SAP NetWeaver XI
SAP NetWeaver Portal
SAP NetWeaver MDM
Seeburger XI Adapters
CPS for SAP by Redwood
…
Included in SAP Solution Manager license
SAP Extended Diagnostics by CA Wily
needs to be purchased separately
allows you to create instrumentation for custom code
create customer specific dashboard based on
either SAP delivered instrumentation or
customer instrumentation
includes license for Wily Introscope Alerting and
Reporting infrastructure
extends delivered instrumentation to non-SAP
application server platforms (Power Packs and
Portal Manager packages for WebSphere,
WebLogic)
supports integration in existing managing platforms
(CA Unicenter, Integration SDK)
inludes multiple add-ons and platform support like
Change Detector, Oracle DB, Webservers, Service
Quality Manager, Siteminder,…
BMC Appsight for SAP Client Diagnostics
BMC Appsight is a system for performing client diagnostics in SAP environments, comprising recorded end user activity together with client performance and configuration data.http://www.identify.com (part of BMC)
Appsight enables the analysis of
Client Performance
in combination with User Interaction
on a code level
SAP Solution Manager includes the license
for…
… the recording agent of Appsight
(„Black Box“)
… the console of Appsight
Available recording profiles for all SAP
Client applications
Internet Explorer
SAPGui
NetWeaver Business Client
…
End-to-End Root Cause Analysis
Summary
End-User Root Cause Analysis
Centralized root cause analysis to identify in complex
system landscapes the component actually causing the
problem
Unified and standardized problem resolution process with
identical look-and-feel covering SAP based and non-SAP
technologies and products
Balanced approach between analysis activities to be
conducted at managing system (cross-component analysis
activities) and analysis activities to be conducted at managed
system (single component analysis activities)
Problem resolution based on permanentely collected
aggregated data for exceptions, changes and workload as
well as unaggregated data for software and parameter
changes
Interactive root cause analysis for performance and functional
problems powered by End-to-End Trace Analysis
Technical Operations
High Level Architecture
SAP SOLUTION MANAGER
Component-
Specific Tools
End-to-End
Root Cause
Analysis
Lower mean
time to resolution
End-to-End Change Analysis
End-to-End Workload Analysis
End-to-End Exception Analysis
End-to-End Trace Analysis
C(++)ABAP Java .net
Technical
Monitoring,
Alerting &
Administration
Optimize operations
Technical
Reporting
Prove value to business
MANAGED SYSTEMS
SAP EarlyWatch Alert
Service Level Reporting
Standard IT Reporting
Customer BW Reporting
Technical Monitoring & Alerting Technical Administration
Unified Alert Inbox
Alert correlation & propagation
Open monitoring infrastructure
IT Calendar
Task
Management
Runbook
Tools
Explorer
Central planning and tracking
Standardized and guided operations
Open automation infrastructure
© SAP 2007 / Page 17
Technical Monitoring & Alerting
Avoid alert flooding
… by delivery of monitoring templates (based
on our experience)
… by correlation of events leading to only
meaningful alerts
One open Infrastructure
SAP‘s new standard for alerting in Java
Create alerts based on metrics from all SAP
technologies
Open data consumer interface
Minimize TCO for operations of
monitoring & alerting infrastructure
Central Administration and deployment of
templates and thresholds
Technical Monitoring & Alerting
Benefits
Unified Alert Inbox
Avoid alert flooding by alert correlation & propagation
Integration in Incident & Notification Management, RCA
Customizable querybased navigation
Collaboration features
Status Monitoring
Provides an overview of the landscape status
Availability
Performance
Configuration
Exceptions
Drill down to metricmonitoring
Scenario Monitoring
Based on modeled scenarios:
End User Experience Monitoring
Connection Monitoring
PI Monitoring
Fully integrated in Alerting, RCA
and Reporting
Metric Monitoring
Proactive monitoring capabilities
High resolution (e.g. 15s for Introscope)
Dashboard based metric monitoring
Technical Monitoring & Alerting
Feature Overview
© SAP 2007 / Page 19
Native component
(C / C++)
Managed component
(Java / J2EE / .Net))
ABAP based component
3rd party alert
management system
SAP Solution Manager
CA Wily Introscope
Data
P
rovid
er C
on
nec
to
r (P
ush
a
nd
P
ull)
Diagnostics Control CenterA
le
rt C
on
su
me
r C
on
ne
cto
r
Technical Monitoring and Alerting
Building Blocks
1
Alert
Calculation
Engine
MEA
Repository
MEA
Directory
Problem Context
DB
3
Technical Monitoring Work Center
3rd party
Auto
reactions
Alert
Notification
Incident
Mgmt
Alert Inbox
Status
Monitoring
MEA Store
Monitoring & Reporting Store
DB Tables
BW
Staging
(DSO)
BW
InfoCubes
Metric, Event & Alert
Runtime Components
2
Technical Administration
Overview
Goal
Tools and capabilities to support the Technical Management and the IT operations
management teams in the efficient planning, implementation, execution, and
reporting of the day-to-day operational activities.
As a result the systems have the desired stability and run at high performance.
Scope
• Centrally plan, document and execute your operational
tasks (e.g. housekeeping , troubleshooting, corrective)
• Track and report
Benefits
• High system stability and high performance by
maintaining the status quo of infrastructure and systems
• Savings through continuous improvement measures
• Optimized administration efficiency through standardized
and centralized management
• Well aligned with the industry leading IT management
standard ITIL
Central planning and tracking
Standardized and guided operations
Open automation infrastructure
© SAP 2009 / Technical Administration with SAP Solution Manager – Bozak / Pieruschka / Briam Page 16
Technical Administration Generic Process Steps
Planning, Execution and Optimization
Report activities /
system states
Correlate KPIs
Propose to improve
administration tasks
Improved operation
concept
Derive KPIs and
actions and
assign roles
Configure/Define Activity
Templates, Operations
and Alerts
Operations concept
ready
SLAs
Perform action
Analyze trigger
Consistent and stable
system state with
desired performance
Log action
Trigger
Handle exception
Planning &
OptimizationExecution
Tracking &
Reporting
Administrator
Task
Management
Task Management allows the Administrator to centrally
define, plan, view, execute and track administrative
activities throughout Solution Manager.
Standardized trouble-shooting,
corrective or house-keeping activities are
supported through SAP-delivered Task
Templates.
Tasks are executable through the
Tools and Operations contained in
them.
IT Calendar
IT Calendar allows System Administrators to
record and view all States and Events that are
relevant to their daily activities.
Calendar entries are available to other
applications in SAP Solution Manager
(e.g. Alerting) to fine-tune
interoperation, and to optimize
Task execution.
Technical Administration Concept Overview
Building Blocks
Runbook offers a collection of
product and release specific
best-practices Operations
for Administrators of SAP landscapes.
Operations are ready-to-use guidance
that can be merely documented
step-by-step descriptions or can be executable
scripts for full automation.
Runbook
Building
BlocksIT Calendar
Task
ManagementRunbook
Tools
Explorer
Tools Explorer
All tools to administrate SAP
landscaped are collected and
described by SAP.
They are made available to System
Administrators through the central
Tools Explorer.
Evolution of Technical Administration
Functional View
Planned
Technical Administration
Comprehensive E2E support
for technical administration
activities: planning /
optimization, execution and
tracking / reporting of
administration tasks.
Central and local tools to
support administration
activities with limited E2E
capabilities.
CSA (Central System Admin.)
Central Tool Access
Task Management
Downtime Management
Today
System Administration
SAP Solution Manager 7.0 EhP1
Past
Central and local tools to
support administration
activities.
CSA (Central System Admin.)
Central Tool Access
System Administration
Before SAP Solution Manager
7.0 EhP1
System Administration
SAP Solution Manager Work Center
Central Database
Administration using
DBACOCKPIT
SAP Printing Assistant for
Landscapes
Bootstrapping tool
(SAP Management
Console)
System type specific
Administration tools
(here: SAP NetWeaver
Administrator for Java
administration)
DEMO
System Administration – Example Scenario
As a result of a root cause analysis the number of processes for a specific Web AS Java needs
to be changed. That requires the planning and execution of a downtime and a final check of the
configuration settings before releasing to production.
1 2 3 4
The issue Change
Parameter
Plan and
Execute
Downtime
Start system
Release to production
Evolution of Technical Administration
Functional View
Planned
Technical Administration
Comprehensive E2E support
for technical administration
activities: planning /
optimization, execution and
tracking / reporting of
administration tasks.
Central and local tools to
support administration
activities with limited E2E
capabilities.
CSA (Central System Admin.)
Central Tool Access
Task Management
Downtime Management
Today
System Administration
SAP Solution Manager 7.0 EhP1
Past
Central and local tools to
support administration
activities.
CSA (Central System Admin.)
Central Tool Access
System Administration
Before SAP Solution Manager
7.0 EhP1
Technical Administration Execution Process Step
Integration into other (ITIL) Processes
Incident and Problem
Management
Change Management
System Monitoring
Request Fulfillment
IT Reporting
End user
request
Configuration
change
Result of a
root cause
analysis
Alert
Trend
Periodic
actionPlanned activities IT ReportingKPIs
Trigger
Change Management
Incident and Problem
ManagementException
Confirmed
change
Execution
Administrator
Perform action
Analyze trigger
Log action
Handle exception
Consistent and stable
system state with
desired performance
Pro
ce
sse
sFra
me
wo
rk
Co
nte
nt
Technical Administration Concept Overview
Product Architecture
SAP
Customer
Governance / Content Delivery
Planning &
OptimizationExecution
Tracking &
Reporting
Building
Blocks
Content Types
IT CalendarTask
ManagementRunbook
Tools
Explorer
OperationsTask Templates &
IT ServicesTool Access
Admin
Areas
System Infrastructure Related
Backup R
esto
re
Print &
O
utp
ut
Managem
ent
Virtualization &
Availability
Managem
ent
SAP Products Related
Portal
BI
PI (S
OA
)
Use
r and Identity
Managem
ent
… …
Business P
ro
cess
Opera
tions
Ap
plic
atio
ns
Building
Blocks
Content Types
IT CalendarTask
ManagementRunbook
Tools
Explorer
Technical Administration Content Types
"CSA Session" Template migrated
to Task Management
Deliver Task Templates for
execution of Downtimes
SAP delivers best practices as
Templates
Customer can create their own
Templates adapting to their
"IT Services"
Task Templates (e.g.: CSA >500)
Operations include structured
(documented) as well as (semi-)
automated operation steps
Quality assurance / verification /
versioning
Contextualized access to tools
Tools inventory is extensible
Tools can be categorized according
to SMSY / PPMS categories, and
administrative area categories
OperationsTask Templates &
IT ServicesTool Access
Task Templates Operations Tools Access
Detailed Planning & Optimization
E2E Example
Maintenance Weekend (I)
Yearly Planning
Role: IT-Manager
Action: User records /
publishes the corresponding
entries in the IT calendar
Other administrators can plan
their activities taking into
account the constraints imposed
by the MW
Role: Administration Lead
Action: User creates Tasks corresponding to the activities to be
carried out in the MW.
Existing Templates can help to simplify detailed planning. Templates
impose predefined structures and content that can be modified to
adapt to the particular situation.
Stop
Systems
Perform HW
Maintenance
Perform OS
Maintenance
Start
Systems
Tue Wed Thu Fri Sat SunMoDecember
Tue Wed Thu Fri Sat SunMoAugust
Tue Wed Thu Fri Sat SunMoApril
IT Service
Template
Task Structure
Tasks are
instantiated
using
Templates
Task Context
PersonOperations /
Tools
Operation 1 /
ACC
Operation 2
Operation 3
Operation 1 /
ACC
Erol
Peter
Guenter
Erol
Fri Sat Sun
December
Maintenance
Weekend
Execution / Tracking
E2E Example
Maintenance Weekend (II)
Role: Administrator
Action: All administrators receive their
individual tasks. The tasks contain all the
relevant information for the administrator to
carry out the assigned task. The combination
of the task with the necessary operations and
tools allow to execute his activities at the right
time with the right means.
Reporting
Role: Administration Lead / IT-Manager
Action: After the finalization of the overall
process the final report is generated to present
the results:
Due date violation
Aggregated duration
Operations executed most
etc.
Fri Sat Sun
December Task Inbox
Erol Peter Guenter
Erol Peter Guenter Erol
Progress
Every single task is tracked and reported to the individual
task inboxes of the users performing the task.
Stop
Systems
Perform HW
Maintenance
Start
Systems
Perform OS
Maintenance
Fri Sat Sun
December Task Inbox
Erol Peter Guenter
Task Report
Erol Peter Guenter
Due d. viol.:1
Duration: 2 h
Ops: …
Due d. viol.:0
Duration: 2 h
Ops: …
Due d. viol.:1
Duration: 2 h
Ops: …
Further Information
Related SAP Education and Certification Opportunities
http://www.sap.com/education/
E2E100
ADM100, ADM200, ADM 800
SAP Public Web:
Diagnostics Homepage: http://service.sap.com/diagnostics
ALM in SAP Solution Manager: http://service.sap.com/alm
Operations in SDN: http://sdn.sap.com/irj/sdn/operations
SAP Standards for Solution Operation
http://service.sap.com/supportstandards
Root Cause Analysis
System Monitoring
System Administration
Further Information
Upcoming book
Offline Demos for Technical Operations
http://service.sap.com/alm
Processes Technical Operations
Diagnostics in SAP Solution Manager
SAP PRESS
Michael Klöffer, Mathias Bley, Stefan Lahr
Thank you!