Business Process Management and Monitoring Active Global Support, SAP AG

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 2 Contents Definition of Business Process Management Definition of Business Process Monitoring Goals of Business Process Monitoring Scope of Business Process Monitoring Business Process Monitoring in the Solution Manager Functional Scope Monitoring Levels Alert Graphics Customizing and Monitoring Session Release Strategy for Business Process Monitoring Delivery Strategy for Business Process Monitoring

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 3 Why Business Process Management? Customer Distributor Warehouse Supplier Subcontractor Production Headquarter SAP R/3 CRM SCM/APO SRM/EBP WMS BW Legacy System

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 4 Solution and Business Process Management Business Departments Operation concept including Monitoring objects Error handling procedures Escalation paths Functional and Technical View Technical View (Process-independent) Business Process Management Interface Management Functional View Technical interface description Monitoringconcepts Error handling procedures Management of changes (SAP Notes) New ABAP developments Functional process description Functional process operation and control IT Department Systems OS admin and monitoring DB administration DB backup und recovery Network monitoring Frontend management Basis/mySAP Technology System log monitoring ABAP dump analysis Performance monitoring Workload monitoring Software Change Management Business Process

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 5 What means Business Process Management in Practice? Business Process Management means to answer the following questions: Who is responsible and checks for background job scheduling and monitoring of programs RBDAPP01, SAPMV50S, and RV60SBT1? Who monitors proactively and verifies throughput, performance, and response times of dialog transactions VA01, VL04, VL02N, and VF04? Who monitors and checks for update errors (SM13) and application log messages (SLG1)? Create Sales Order SAP R/3CRM Create Delivery (SAPMV50S, VL04) Create Sales Order (RBDAPP01, VA01) Create and Print Invoice (RV60SBT1, VF04) WMS Perform Picking Send Pick Confirmation Post Goods Issue (VL02N) Who monitors the interfaces? Who has to be contacted in case of the occurrence of an unknown error? Where can I find this information?

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 6 Business Process Management 1/2 Business Process Management comprises all necessary procedures to ensure the operation and the smooth and reliable flow of the core business processes to meet a companys business requirements. A Business Process Management concept includes: 1.Roles and responsibilities for all persons involved in the customers Solution Support and Monitoring Organization 2.Documentation of the core business processes including all relevant process steps, involved interfaces, business process owners, availability requirements, performance and throughput requirements, and functional dependencies 3.Procedures for proactive Business Process Monitoring, error handling, and escalation management for a companys core business processes

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 7 Business Process Management 2/2 4.Techniques for Integration and Interface Management to ensure data quality and consistency, interface security, and recovery reliability 5.Procedures for Program Scheduling Management including the planning, controlling, and monitoring of all system and business- process related operational activities in a distributed system landscape 6.Methods for Master Data Maintenance regarding the exchange of master data between different software components in a distributed system landscape 7.Procedures for Data Management and Archiving to check for and correct data inconsistencies and to avoid unnecessary data growth 8.Measures for Change Management for a defined workflow on how changes of business processes are applied 9.Definition of Key Performance Indicators for measurable performance key figures of business processes

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 8 Assessment Services: Technical Integration Check (TIC, on-site, before GoLive) Solution Management Assessment (SMA, on-site, after GoLive) Optimization Service: SMO Service for Business Process Management (on-site) Creating a Business Process Management and Monitoring Concept SAPs Offerings for Business Process Management 1/2

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 9 SAPs Offerings for Business Process Management 2/2 SAP Solution Manager Within the SAP Solution Manager: Best Practice Documents for Application and Integration Management Solution Monitoring Business Process Monitoring including Interface Monitoring Service Level Reporting Empowering Training: USCP60 Business Process Management and Monitoring General Business Process Management Best Practice for Solution Management Version Date: February 2002 The newest version of this Best Practice can be obtained through the SAP Solution Manager or the SAP Service Marketplace. Contents Applicability, Goals, and Requirements Best Practice Procedure 1. Creating a Business Process Management Concept 2. Managing the Resulting Documentation 3. Coordinating Management and Monitoring Activities 4. Managing Procedure Handover and Rollout 5. Coordinating Future Procedure Updates and Improvements Further Information Service Level Reporting Best Practice Documents Business Process Monitoring Tool

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 10 Business Process Monitoring Goals of Business Process Monitoring To detect problem situations as early as possible in order to solve them as fast as possible - before they become critical for the business By introducing a tool: To provide defined monitoring procedures To enable the customers Solution Support Organization to respond to and to solve problems more proactively Definition of Business Process Monitoring Business Process Monitoring is the proactive and process- oriented monitoring of a companys core business processes It includes the observation of all technical and application- related functions that are required for a smooth and reliable flow of the core business processes

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 11 Business Process Monitoring: Concept Step 1 Identify core busines s process es Step 2 Identify process steps and interface s Step 3 Define monitorin g objects and tools Step 4 Define error handling pro- cedures and escalation paths Step 5 Define monitorin g activities Phases of a Software Implementation Project Strategic Framework Strategic Framework Technical and Integration Design Technical and Operations Implementation Cutover and Start of Production Cutover and Start of Production Operations and Continuous Improvement Operations and Continuous Improvement Define and Create a Monitoring Concept Define and Create a Monitoring Concept Implement the Monitoring Concept Implement the Monitoring Concept Start Monitoring Change Management in Monitoring Change Management in Monitoring Steps to Define and Create a Business Process Monitoring Concept

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 12 Business Process Monitoring: General Scope Business Process Monitoring includes the solution-wide observation of: Business process performance (Key Performance Indicators) Background jobs (Program Scheduling Management tasks (Ablaufsteuerung)) Business application logs (such as any error log, general application log, due list logs etc.) Data transfer via interfaces between software components Data consistency (update processing) Technical infrastructure and components which are required to run the business processes Required periodic monitoring tasks Business Process Monitoring is not only a tool. It rather comprises: Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration into the customers Solution Support Organization

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 13 Business Process Monitoring of a mySAP Solution Landscape SAP Solution Manager business process overview screen Display Business Process Alerts

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 14 Display Single Alerts Business Process Monitoring of a mySAP Solution Landscape Detailed business process overview screen with business process steps (high level)

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 15 Business Process Monitoring of a mySAP Solution Landscape Display Alert History and Detailed Information Business process step alert list

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 16 Business Process Monitoring of a mySAP Solution Landscape Start Analysis Method in Satellite System Business Process Monitoring Session Documented error handling procedures and contact persons Creation of support notifications, workflow trigger, alert confirmation

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 17 Business Process Monitoring of a mySAP Solution Landscape Transaction SM37 in Satellite System

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 18 SAP Solution Manager 3.2: Functional Scope 1/3 Business Process Monitoring types and alert definition for: (effective from SAP R/3 Release 4.0) Background jobs (running on SAP Systems with an R/3 Basis) for daily and monthly jobs Start delay End delay Out of time window Maximum processing time Dialog transaction performance monitoring (effective from SAP R/3 Release 4.6B) of Response, queue (wait), load and generation, DB, and frontend (net) time per SAP Application Instance Update errors for transactions and programs V1 update errors / V2 update errors Application log messages Due list log messages for deliveries and billings Document volume monitoring of Inserts, updates, and deletes of any table at any time during a day All alerts which are available or can be configured in the CCMS Alert Monitor Job cancellation Wrong parallel processing Job log messages

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 19 SAP Solution Manager 3.2: Functional Scope 2/3 New monitoring type Application Monitor providing Monitoring of application-specific key figures Monitoring of due list logs (SAP R/3 SD) Monitoring of MRP key figures (SAP R/3 MM/PP) User exits that can be individually customized (ABAP) Interface Monitoring for: (effective from SAP R/3 Release 4.5B) ALE / EDI (IDoc) (effective from SAP R/3 Realease 4.6C) Outbound IDoc generated IDoc ready for dispatch IDoc in external system IDoc dispatched Error in IDoc interface Error in External System IDoc with delete flag IDoc processing in target system qRFC Blocked queues Errors in Queue Scheduler tRFC (generic monitoring of tRFC tables) Inbound IDoc generated IDoc transferred to application IDoc transferred to dialog Application document posted Error in IDoc interface Error in application IDoc with delete flag

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 20 SAP Solution Manager 3.2: Functional Scope 3/3 Handling Features Service Level (SL) Reporting for Business Process Management based on Statistical performance data (EWA) for Service Level Agreements Aggregated per day and business process, business process step, monitoring type, and alert type The number of green, yellow, and red alerts The number of confirmed yellow and red alerts Alerts can be directly confirmed (with user and time stamp) Service Desk messages can be manually created for single and automatically created for any number of alerts s (auto-reaction methods or workflow) can be automatically created for alerts

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 21 Business Process Monitoring: Release Strategy Software requirements for the SAP Solution Manager to make full usage of the Business Process Monitoring features (confer SAP Note ; the latest Support Packages for ST and ST-SER have to be installed): SolMan ReleaseR/3 Basis ReleaseTechnical Release 3.1 (ST 310) 6.20 ST-SER 310/311/ (ST 320) 6.20 ST-SER 320 Software requirements for the local R/3 Systems that will be monitored: Latest versions and Support Packages for the Solution Tools Plug-In (ST- PI) and ST-API (only for Solution Manager Releases 3.1 and 3.2) available on the SAP Service Marketplace (see also …/installations, …/patches, and SAP Note ) SAP AG 2003, Business Process Management and Monitoring, Dr. Patrick Möbert / 21

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 22 Why Solution Management? Solution Management gets more and more important in the Internet century: Complex Solutions with distributed System Landscapes Past: Fully integrated applications in an SAP R/2 or R/3 System with a defined number of interfaces to legacy system(s), tools for day-to-day operation were included in and provided by the software (Software Logistics (TMS), System Monitoring (ST** Transactions, CCMS Alert Monitor), application error logs, user management etc.) Present: Internet era with different SAP and non-SAP software components for CRM, B2B (SRM, EBP), B2C, SCM (APO), BW including various interfaces and different technical components (more complex technologies) Why SAP Solution Manager? Software that serves as a central tool for system and business process operation for all systems and business processes within your Solution Landscape Implementation and Operation is covered, including documentation and monitoring of all systems and business processes (and EarlyWatch Alert and Service Level Reporting) Better supportability of your solution by SAPs Active Global Support in case of problems and critical situations

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 23 Why Business Process Management? An overall concept for Business Process Management gets more and more important: Complex business processes that are distributed across various systems and software components in a complex solution landscape Different and various application error logs on different software components have to be monitored for a distributed business process The need of a particular system component for a business process is not necessarily obvious and must be documented Data transfer between different systems using various interface techniques must be monitored

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 24 Why Business Process Monitoring? Why Business Process Monitoring with the SAP Solution Manager? End-to-end monitoring of business processes Proactive and process-oriented alert monitoring Graphical business process representation (better visibility and overview) Structured and documented error handling procedures and contact persons to avoid redundancies in monitoring to Detect problem situations as early as possible Respond to and solve them as fast as possible One common understanding and view of the Solution for all Business Departments, IT Department, CCC, Solution Support Organization etc. Increase the business process availability and prevent cost intensive business process downtime as well as overtime for your employees Lower the Total Cost of Ownership (TCO)

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 25 Business Process Monitoring: Delivery Strategy Business Process Monitoring Configuration Business Process Monitoring will be set up and configured in the SAP Solution Manager exclusively by the delivery of the Solution Management Optimization (SMO) Service for Business Process Management (due to the complex nature of the overall configuration). This means that BPMon is not just activated by pressing a button in the SAP Solution Manager. Moreover, the customizing of Business Process Monitoring is at the moment generally not as customer self-service available (see SAP Note ). SAP recommends the delivery of an SAP Solution Management Assessment (SMA) Service, which gathers basically all necessary business process information in the SAP Solution Manager, before the BPM Service delivery and hence before the set up and configuration of Business Process Monitoring.

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 26 Business Process Management: Service Scope The Solution Management Optimization Service for Business Process Management comprises: The creation of a Business Process Management and Monitoring Concept including the definition of Monitoring objects Error handling procedures Escalation paths A review of roles and responsibilities of all parties taking part in the concept (optional) A hand-over procedure to apply the concept to the production environment (optional) Configuration of Business Process Monitoring in the SAP Solution Manager Wrap up presentation and summarizing service report The service covers the analysis of 1 or 2 core business processes (depending on their complexity), and its delivery is planned for 2 consultants for 3 to 5 days on-site.

SAP AG 2005, Business Process Management and Monitoring, Dr. Patrick Möbert / 27 BPM Service Delivery – Customer Benefits The BPM Service delivery is beneficial for your company in a sense that it will: Professional assist you with the creation of a Business Process Management and Monitoring Concept which is a requirement for a distributed and complex solution landscape. Ensure the operation and smooth and reliable flow of your company's core business processes by a defined and tool-based methodology. Establish proactive and process-oriented Business Process Monitoring procedures based on the SAP Solution Manager including the definition of monitoring objects, error handling procedures, and escalation paths. Enable your Solution Support Organization to configure, set up, and use Business Process Monitoring in the SAP Solution Manager to Detect problem situations as early as possible and to Respond to and solve them as fast as possible. Provide knowledge transfer to your Solution Support Organization in all of these areas by experienced SAP Support Consultants. By this means, increase the business process availability and prevent cost intensive business process downtime as well as overtime for your employees.

Business Process Management and Monitoring Active Global Support, SAP AG

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