Table of Contents

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Foreword by the Board of Directors
17
Foreword
19
1 Introduction to Technical Operations
21
1.1 Operations Control Center and Run SAP Like a Factory
21
1.2 Significance of Application Lifecycle Management for Technical Operations
23
1.2.1 Application Lifecycle Management
23
1.2.2 ALM Phases
25
1.2.3 ALM Processes
27
1.3 Technical Operations Using SAP Solution Manager
29
1.4 Project Management
32
1.4.1 What Is a Project?
32
1.4.2 Run SAP Method
33
1.5 Toys Inc.: Initial Situation
34
1.5.1 Company
34
1.5.2 System Landscape
34
1.5.3 IT Operations
35
1.6 Additional Documentation
38
2 Architecture and Configuration of SAP Solution Manager 7.1
39
2.1 Architecture of SAP Solution Manager
39
2.1.1 User Interface
40
2.1.2 Components of the SAP Solution Manager System
41
2.1.3 Logical Layers
42
2.1.4 Managed Systems
44
2.2 Infrastructure and Communication with SAP Solution Manager
48
2.2.1 SAP Host Agent
48
2.2.2 Diagnostics Agent
53
2.3 Landscape Management and Presentation in SAP Solution Manager
63
2.4 Navigation in SAP Solution Manager 7.1: Work Center
67
2.5 Initial Configuration of SAP Solution Manager
70
2.5.1 Configuration of SAP Solution Manager
71
2.5.2 System Preparation
71
2.5.3 Basic Configuration
76
2.5.4 Configuration of Managed Systems
82
2.6 Customer Example: SAP Solution Manager Implemented at Munich Re
86
2.7 Additional Documentation
89
3 Implementation Projects
91
3.1 Projects versus Solutions
91
3.2 Project Types
92
3.2.1 Template Project
93
3.2.2 Implementation Project
93
3.2.3 Maintenance Project
94
3.2.4 Upgrade Project
94
3.3 Project Cycle
94
3.3.1 Project Administration
95
3.3.2 Blueprint
95
3.3.3 Configuration
96
3.3.4 Testing
97
3.3.5 Training
97
3.3.6 Go-Live
97
3.4 Prerequisites for Project Creation
98
3.4.1 General Information on Configuration
98
3.4.2 Necessary Authorizations
98
3.4.3 Additional Requirements
100
3.5 Project Definition and Project Administration
100
3.5.1 Creating a Project
101
3.5.2 General Data for Projects
103
3.5.3 Specifying the Project Scope
103
3.5.4 Defining Project Team Members
104
3.5.5 Defining the System Landscape
105
3.5.6 Creating and Changing Project Templates
107
3.5.7 Working with Milestones in the Project
108
3.5.8 Working with Organizational Units in the Project
108
3.5.9 Project Standards
108
3.6 Project Support for Monitoring Implementation
109
3.6.1 Process Mapping
109
3.6.2 Business Blueprint
112
3.6.3 Maintaining Technical Contents
114
3.6.4 Roadmap and AcceleratedSAP
114
3.7 Implementation Documentation
116
3.7.1 Adjusting Business Processes
117
3.7.2 Adding Documents and Objects
117
3.7.3 Maintaining Keywords and Attributes
119
3.8 Reporting
119
3.9 Documentation Transfer to Operations
121
3.9.1 Creating a New Solution
121
3.9.2 Transferring Information to an Existing Solution
123
4 Root Cause Analysis
125
4.1 Root Cause Analysis in SAP Solution Manager
125
4.1.1 Prerequisites for Root Cause Analysis
127
4.1.2 Navigation Concept
128
4.1.3 Root Cause Analysis at Toys Inc.
131
4.2 Method-Independent Tools
133
4.2.1 OS Command Console
134
4.2.2 File System Browser
136
4.2.3 Introscope
138
4.3 End-to-End Methodology: Change Analysis
144
4.3.1 Change Analysis Tools in SAP Solution Manager
144
4.3.2 Data Extraction and Storage
145
4.3.3 Using End-to-End Change Analysis
149
4.3.4 Using the Change Reporting Tool
153
4.3.5 Approaches and Examples
161
4.3.6 Configuration Validation
163
4.4 End-to-End Methodology: Workload Analysis
181
4.4.1 Workload Analysis Tools in SAP Solution Manager
181
4.4.2 Data Extraction and Storage
182
4.4.3 Using End-to-End Workload Analysis
184
4.4.4 Using Database Analysis
188
4.4.5 Using Thread Dump Analysis
190
4.4.6 Approaches and Examples
193
4.5 End-to-End Methodology: Trace Analysis
199
4.5.1 Trace Analysis Tools in SAP Solution Manager
199
4.5.2 Using End-to-End Trace Analysis
200
4.5.3 Using Introscope Transaction Trace
207
4.5.4 Approaches and Examples
209
4.6 End-to-End Methodology: Exception Analysis
209
4.6.1 Exception Analysis Tools in SAP Solution Manager
210
4.6.2 Data Extraction and Storage
210
4.6.3 Using End-to-End Exception Analysis
211
4.6.4 Using the Log Viewer
213
4.6.5 Approaches and Examples
215
4.6.6 Exception Management
217
4.7 Additional Documentation
225
5 Technical Monitoring
227
5.1 Motivation
227
5.2 Overview of Technical Monitoring
228
5.3 Monitoring and Alerting Infrastructure
229
5.3.1 MAI Architecture
229
5.3.2 MAI Data Providers
232
5.3.3 Event Calculation Engine
236
5.3.4 Alert Consumer Connector
241
5.3.5 Template Concept for Monitoring System Components
242
5.4 Technical Monitoring Configuration
246
5.4.1 Overview
247
5.4.2 Configure Infrastructure
247
5.4.3 Standard Users
261
5.4.4 Template Maintenance
264
5.4.5 Define Scope
285
5.4.6 Setup Monitoring
286
5.4.7 Reporting
287
5.4.8 Complete
288
5.5 Technical Monitoring Work Center
289
5.5.1 System Monitoring—Monitoring UI
290
5.5.2 Alert Inbox
294
5.6 Monitoring Concept at Toys Inc.
296
5.6.1 Requirements for System Monitoring
297
5.6.2 System Landscape Documentation
297
5.6.3 Roles and Responsibilities
299
5.6.4 Metrics
300
5.6.5 Defining Thresholds
301
5.6.6 Auto-Reaction Mechanisms
302
5.6.7 Instructions and Escalation Paths
302
5.7 Customer Example: Using SAP Solution Manager 7.1 for Technical Monitoring of an SAP Landscape for an Education Service Provider
302
5.8 Customer Example: Using SAP Solution Manager 7.1 for Technical Monitoring at Geberit
306
6 Monitoring Special Solutions
311
6.1 BI Monitoring with SAP Solution Manager
311
6.1.1 Properties of BI Monitoring
313
6.1.2 Configuring BI Monitoring
316
6.1.3 Purpose of BI Monitoring
326
6.1.4 Using BI Monitoring
327
6.2 Central Monitoring of SAP NetWeaver PI
336
6.2.1 Advantages of PI Monitoring with SAP Solution Manager
338
6.2.2 Configuring PI Monitoring
338
6.2.3 Using PI Monitoring
350
6.2.4 Message Search
357
6.2.5 Additional Documentation
357
6.3 End-User Experience Monitoring
358
6.3.1 Concept of End-User Experience Monitoring
358
6.3.2 Technical Infrastructure
360
6.3.3 Configuring End-User Experience Monitoring
361
6.3.4 Creating EEMon Scripts
364
6.3.5 Using End-User Experience Monitoring
368
6.3.6 Implementing EEMon in Toys Inc.
374
6.3.7 Additional Documentation
376
6.4 Monitoring Technical Connections
377
6.4.1 Configuring Connection Monitoring
378
6.4.2 Using Connection Monitoring
386
6.5 Interface Channel Monitoring
387
6.5.1 Prerequisites for Interface Channel Monitoring
388
6.5.2 Configuring Interface Channel Monitoring
388
6.5.3 Using Interface Channel Monitoring
394
6.5.4 Additional Documentation
395
6.6 Self-Monitoring in SAP Solution Manager
396
6.6.1 Setting Up Self-Monitoring
397
6.6.2 Using Self-Monitoring
398
6.6.3 Additional Documentation
411
7 Technical Administration
413
7.1 Notification Management
414
7.2 Maintaining Repeatable Activities: Overview
416
7.3 Task Management
418
7.4 Central System Administration (CSA)
420
7.5 Guided Procedures
425
7.5.1 Preparation
426
7.5.2 Types of Guided Procedures
426
7.5.3 Maintaining Guided Procedures
427
7.6 Work Mode Management
439
7.7 IT Calendar
442
7.8 Central Tool Access
444
7.9 Using Guided Procedures at Toys Inc.
446
7.10 Additional Documentation
448
8 Technical Analysis and Reporting
449
8.1 Prerequisites and Motivation
449
8.2 Service Level Management
451
8.2.1 Growing Importance of Service Level Management
451
8.2.2 Scope of Service Level Management
452
8.2.3 Pros and Cons of Using Service Level Management
453
8.3 Technical Analysis in SAP Solution Manager
454
8.3.1 Generated Documents and Service Data Download
456
8.3.2 SAP EarlyWatch Alert
456
8.3.3 SAP EarlyWatch Alert for Solutions
461
8.4 Service Level Reporting
462
8.4.1 CCMS Monitoring Infrastructure
463
8.4.2 CCMS Enhancement Options
464
8.5 Setting Up Service Level Reporting
464
8.5.1 Selection Options in the Service Level Report
466
8.5.2 Central Performance History
470
8.5.3 Central Performance History and Service Level Reporting
471
8.5.4 Planned Downtimes and Critical Uptimes
474
8.5.5 Service Level Reporting and Business Warehouse Systems
475
8.5.6 Interpreting the Results from SAP EarlyWatch Alert and Service Level Reporting
475
8.5.7 Post-processing the Service Level Report
481
8.5.8 Publishing the Service Level Report
483
8.6 Interactive Reporting
484
8.6.1 System Reports
484
8.6.2 Metric Monitor
488
8.6.3 Extractor Framework
489
8.6.4 Self-Monitoring of BW-Based Reports
493
8.7 SAP NetWeaver Business Warehouse
494
8.8 Management Dashboards
495
8.8.1 Authorization Concept
497
8.8.2 Calling and Managing the Management Dashboard
497
8.8.3 Typical Management Dashboard Views
501
8.9 Additional Documentation
503
9 Data Volume Management
505
9.1 Motivation and Key Questions
506
9.2 Prerequisites and Setup
508
9.2.1 Strategic Use/Benefit
508
9.2.2 Users and Authorizations
509
9.2.3 Technical Preparation
510
9.2.4 Guided Initialization
511
9.2.5 Initialization at Toys Inc.
530
9.3 DVM Landscape
530
9.3.1 Technical Scenarios for Data Volume Management
530
9.3.2 Integrating More Systems
533
9.4 Maintenance of DVM Infrastructure
535
9.4.1 Status Summary for the Data Volume Management Work Center
536
9.4.2 Treating Technical Problems
537
9.4.3 Data Volume Management at Toys Inc.
538
9.5 Configuring Analyses
539
9.5.1 Defining the Analysis Scope
540
9.5.2 Definition of Analyses at Toys Inc.
544
9.6 Reporting Using the Data Volume Management Work Center
544
9.6.1 Statistics and Trend
546
9.6.2 Potential Savings
549
9.6.3 Archiving Information
550
9.6.4 Service Documents
551
9.6.5 Query Execution at Toys Inc.
551
9.7 Additional Documentation
557
10 Job Scheduling Management
559
10.1 Overview and Motivation
559
10.2 Requirements for Job Scheduling Management
561
10.2.1 Initial Analysis
561
10.2.2 Analysis of Occurred Problems
562
10.2.3 Creating User Types and Assigning Roles
562
10.2.4 Technical Requirements
566
10.2.5 Roadmap as an Integration Guide
566
10.3 Setting Up and Using Components of the JSM Suite
567
10.3.1 Job Overview
569
10.3.2 Report BACKGROUND_JOB_ANALYSIS
570
10.3.3 Job Management Work Center
570
10.3.4 JSM Health Check
576
10.3.5 Create Job Documentation
579
10.3.6 Business Process Monitoring Alert Reporting Analysis
584
10.3.7 SAP CPS by Redwood
586
10.3.8 Job Request, Job Redirect of a Job Request Shortcut, and Job Interception
589
10.3.9 ITSM Integration
599
10.3.10 Notification
601
10.4 Toys Inc.
601
10.5 Additional Documentation
602
11 Business Process Operations
605
11.1 Business Process Monitoring Tools
605
11.1.1 Methods: Stabilization and Improvement
606
11.1.2 Business Process Analysis
608
11.1.3 Business Process Analytics
610
11.1.4 Business Process Monitoring
610
11.1.5 Dashboards
612
11.2 Monitoring Concept and Standard Processes
614
11.2.1 Concepts and Roles in Business Process Monitoring
614
11.2.2 Standard Procedure for Alert Handling
616
11.2.3 Additional Documentation
618
12 Authorizations in the SAP Solution Manager System
619
12.1 Maintaining the User Master Record
619
12.2 Password Management
622
12.3 Maintaining Roles and Authorizations Using the PFCG Transaction
624
12.3.1 Editing the Proposal Values of the PFCG Roles
628
12.3.2 The Role Concept in SAP Solution Manager
631
12.3.3 The Role Concept in Administered Systems
635
12.3.4 Work Center Roles in SAP Solution Manager
636
12.3.5 Functional Roles
642
12.3.6 Infrastructure Roles
646
12.3.7  CRM Authorization Roles
647
12.3.8 Authorizations in SAP Service Marketplace
647
12.3.9 Access Administration in SAP Solution Manager
648
12.4 Information Sources for Authorization Assignments
650
12.4.1 Security Guide for SAP Solution Manager 7.1
650
12.4.2 SAP Solution Manager—Security and Authorizations Wiki
651
12.5 Creating an Authorization Concept
652
12.5.1 Requirements Analysis
654
12.5.2 Basic Concept
656
12.5.3 Detail Concept
657
12.5.4 Implementation and Testing
658
12.5.5 Handover to Operations
658
12.6 Customer Example—Authorization Concept at Munich Re
659
12.7 Additional Documentation
660
Appendices
661
A Literature
663
B Glossary
665
C The Authors
671
Index
677