SMI310 Lesson: Use In Upgrade Projects

Figure 122: Upgrade Project Final

All E-Learning capabilities you learned about earlier can be used for Upgrade
Projects as well for Delta Training of end-users

Figure 123: Upgrade Project Benefits 1

Figure 124: Upgrade Project Benefits 2

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Unit 4: Managing Projects Beyond Implementation SMI310

Lesson Summary
You should now be able to:
Explain the phases of an upgrade project
Explain how the SAP Solution Manager can support the different phases
Which content is available for upgrade projects

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SMI310 Unit Summary

Unit Summary
You should now be able to:
Describe the global template/rollout approach
Use the SAP Solution Manager in a local rollout project
Explain the global features of templates
Explain the phases of an upgrade project
Explain how the SAP Solution Manager can support the different phases
Which content is available for upgrade projects

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Unit Summary SMI310

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SMI310 Test Your Knowledge

Test Your Knowledge

1. In global roll-out scenarios, you define a global template at
and place scenarios, Blueprint documents, and
configuration in the template.
Fill in the blanks to complete the sentence.

2. List the tasks in the project preparation phase of the local roll-out project.

3. To pass the global attribute to the sub nodes of a structure element, select the
attribute and choose .
Fill in the blanks to complete the sentence.

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Test Your Knowledge SMI310

Answers
1. In global roll-out scenarios, you define a global template at headquarters and
place scenarios, Blueprint documents, and configuration in the template.

Answer: headquarters

2. List the tasks in the project preparation phase of the local roll-out project.

Answer: The tasks in the project preparation phase of the local rollout
project are:
Create a local roll-out project of the type implementation.
Select one or multiple templates and related scenarios in the Scope
tabbed page.

3. To pass the global attribute to the sub nodes of a structure element, select
the attribute and choose Pass On Global Attribute.

Answer: Pass On Global Attribute

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 Unit 5
SAP Solution Manager Use in
Operations

Unit Overview
This unit introduces participants to the functions delivered with the SAP Solution
Manager to manage, support, and optimize the productive environment. The
unit focuses on the following key functions for operations: Services and Service
Delivery, Solution/Business Process Monitoring, and the SAP Solution Manager
Support Desk.

Unit Objectives
After completing this unit, you will be able to:

Describe the concept of Solution Monitoring and its components.

Unit Contents
Lesson: Solution Monitoring ...................................................218

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Unit 5: SAP Solution Manager Use in Operations SMI310

Lesson: Solution Monitoring

Lesson Overview
This lesson provides a look into Solution Monitoring provided by Solution
Manager.

Lesson Objectives
After completing this lesson, you will be able to:
Describe the concept of Solution Monitoring and its components.

Business Example
One of the advantages of implementing a Solution Manager system is that it
can fulfill the role a central monitoring and reporting system. From a technical
perspective, basis administrators can monitor systems and their components in
Solution Manager. From a business perspective, functional teams can use business
process monitoring functionality to ensure the flow of business processes.

A Shift in Needs
In the past few years, the SAP environment has evolved and grown from the
concept of single systems to solutions spanning multiple systems and landscapes.
Older tools used for monitoring, while still useful for individual system
components, cannot provide a complete solution necessary for the larger SAP
environment. For this reason, SAP uses the concept of Solution Monitoring in
the Solution Manager product.

Solution Monitoring
The goal of Solution Monitoring is to:
Provide a central point of access to all data relevant for monitoring
Provide a disciplined, proactive methodology and procedures used to ensure
that adequate levels of service are delivered to all IT users in accordance
with business priorities and at acceptable costs
Solution Monitoring is:
Business-Process oriented
Software solution landscape oriented
Configurable, linked to expert analysis and administration tools
Open and extensible covering all software components in the IT landscape
from R/3 to the newest SAP product releases and non-SAP products

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SMI310 Lesson: Solution Monitoring

Figure 125: Solution Monitoring (1)

Solution Monitoring is comprised of the following monitoring and reporting tools

for ABAP-based components:
Early Watch Alert and Service Level Reporting
Provides Weekly evaluation of system status and performance
Weekly or monthly reporting on SLAs for the involved systems and
business processes
System Monitoring and Administration
Technical real-time monitoring of system
System-related tasks with integrated and automated log
Business Process and Interface Monitoring
Real-time monitoring of business processes based on the CCMS
infrastructure
Covers all technical and business application-specific functions
required for a smooth and reliable flow of business processes
For Java-based components, Solution Manager Diagnostics provides:
Monitoring and Analysis of Java components and applications
Monitoring data of Java components is passed to Solution Manager to
be included in Early Watch and SL reports (available 1Q2007)
Analysis of Java components for troubleshooting using SMD
Deeper analysis of Java applications is possible using Wily Introscope

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Unit 5: SAP Solution Manager Use in Operations SMI310

Figure 126: Solution Monitoring (2)

As in the past, third-party system management consoles can still be used (for
more advanced alerting and escalation features, for example). These tools do not
interface with the Solution Manager, but with the agents running on the individual
hosts, as before.

Figure 127: Solution Monitoring (3)

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SMI310 Lesson: Solution Monitoring

System Monitoring
Goals of system monitoring:
Financial savings due to reduced probability of system downtime or business
process interruptions and overtime costs
Improvement in motivation of IT staff
Higher end-user satisfaction
Realization within Solution Manager:
System monitoring of core components to detect critical situations as early
as possible
Support operators working with SAP solutions
System monitoring and Central System Administration complement each
other
The system monitoring in the SAP Solution Manager uses the CCMS (transaction
RZ20) architecture. This means that system alerts, which occur in the CCMS
of the satellite systems, are passed to the SAP Solution Manager via RFC
connections. Solution Manager shows these alerts in a graphic or in Early Watch
sessions. The alerts can be handled directly from the Solution Manager without
having to manually go to the system generating the alert.
Alerts thresholds are centrally managed in the Solution Manager system. Upon
saving, they are transferred to the appropriate Satellite system via RFC.

Business Process Management and Monitoring

Why Business Process Management
The overall concept of Business Process Management is becoming ever
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

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Unit 5: SAP Solution Manager Use in Operations SMI310

Definition of Business Process Monitoring (BPM)

Business Process Monitoring is the proactive and process-oriented
monitoring of a company's 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
It comprises detailed procedures for error handling and problem resolution
and precise definition of contact persons and escalation paths
Business Process Monitoring, like System Monitoring, is based on the CCMS
architecture. Alerts can be accessed directly in the satellite systems by
double-clicking on the alert in the Solution Manager. Additional information on
the monitored processes can be accessed from the process description which was
created in the Solution Manager Implementation project.
Additional features which are available for BPM:
Automatic E-Mail notifications when an alert occurs
Automatic Service Desk Issue created when alerts occur

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SMI310 Lesson: Solution Monitoring

Lesson Summary
You should now be able to:
Describe the concept of Solution Monitoring and its components.

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Unit Summary SMI310

Unit Summary
You should now be able to:
Describe the concept of Solution Monitoring and its components.

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SMI310 Test Your Knowledge

Test Your Knowledge

1. Both System Monitoring and Business Process Monitoring are based on the

architecture for real-time alerts on satellite systems.

Fill in the blanks to complete the sentence.

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Test Your Knowledge SMI310

Answers
1. Both System Monitoring and Business Process Monitoring are based on the
Computer Center Management System or CCMS architecture for real-time
alerts on satellite systems.

Answer: Computer Center Management System or CCMS

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 Unit 6
Cross-usage Scenarios

Unit Overview

Unit Objectives
After completing this unit, you will be able to:
Understand the service infrastructure that can be provided by the SAP
Solution Manager
Explain the functions of the SAP Solution Manager Service Desk

Unit Contents
Lesson: Services Delivery .....................................................228
Lesson: Service Desk ..........................................................234
Exercise 7: SAP Solution Manager - Use in Operations ..............237

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Unit 6: Cross-usage Scenarios SMI310

Lesson: Services Delivery

Lesson Overview
This lesson describes the service infrastructure that can be provided by the SAP
Solution Manager.

Lesson Objectives
After completing this lesson, you will be able to:
Understand the service infrastructure that can be provided by the SAP
Solution Manager

Business Example
You have completed the implementation of the solution and are ready to go
live with production. The business process and system information should be
communicated to the Operations/Support teams, who are responsible for the
productive environment.

Functions and Engines

Figure 128: Solution Landscapes in the SAP Solution Manager

The SAP Solution Manager is the central navigation platform for key activities
in operations.

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SMI310 Lesson: Services Delivery

The SAP Solution Manager can monitor SAP solutions.

SAP software components can be monitored through RFCs or external agents at the
OS level. Non-SAP software components can be monitored only through agents.
Several systems can be grouped together as a solution landscape. Access to this
landscape can be restricted.
There is a remote connection to SAP, which you can use for service delivery or
expert help from SAP Active Global Support.

Figure 129: SAP Solution Manager Functions and Engines

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Unit 6: Cross-usage Scenarios SMI310

As a technical infrastructure, the SAP Solution Manager has various components:

OPERATIONS Point of access to SAP Support Services, including Remote
Services, On-site Services, Self-Services, and Best Practice documents.
Based on the configuration of the solution, recommendations for these
services are triggered dynamically. The reports resulting from each service
are archived in the Operations section. The reports stored in the SAP
Solution Manager serve as reference information for the efficient operation
of the SAP solution landscape.
SOLUTION MONITORING Solution monitoring involves systems
monitoring, business process monitoring, and service-level management to
help monitor and administer the entire SAP solution.
SUPPORT Offers a complete infrastructure to organize and operate a
solution-wide support organization at the customers site. The Service Desk
promotes effective user support in the SAP solution landscape every step
of the way from end-users to the internal support department, and when
necessary, to SAP.

Service Infrastructure

Figure 130: SAP Solution Management Service Infrastructure

The objective of the SAP Solution Manager is to combine all aspects of SAP
Service and Support offerings (services, message handling, tools, knowledge
products) in a central portal and facilitate the delivery.

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SMI310 Lesson: Services Delivery

The infrastructure of the Solution Management Strategy also includes the SAP
Service Marketplace. There are several scenarios in which this infrastructure
can be used, such as:
Self Services: The Solution Manager enables customers to deliver services
using SAPs proven technology and know-how.
Remote Services: SAP Support can log on to the customers Solution
Manager system to deliver a remote service.
On-site Services: SAP Support or Consultants can use the Solution Manager
to deliver services on-site. They can use the information stored in the
Solution Manager and avoid gathering the required data each time.
Search for Information or Services: Searching for information can be a
challenging task especially if you have to consider so many details to
find the information, that exactly fits your situation. If you use the Solution
Manager to access the SAP Service Marketplace, you are directed to
information that fits the data collected by the solution manager. You do not
need to dig through a lot of information to get the relevant data.

Figure 131: Example: Service Delivery through EarlyWatch

An example of a Service delivery scenario with the SAP Solution Manager is the
EarlyWatch Alert/SAP EarlyWatch Check.
The satellite systems of the solution landscape regularly report EarlyWatch Alert
data to the central Solution Manager system.
EarlyWatch data shows the technical status of systems and provides information
such as top load transactions.

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Unit 6: Cross-usage Scenarios SMI310

This data can be aggregated to a regular service-level report that shows the status
of all systems that contribute to the solution landscape.
A red alert sends a notification with the details of the alert to SAP.
SAP can provide support through remote delivery (RFC connection).

Figure 132: Example: Onsite, Remote, Self Services: Safeguarding

After maintaining the systems and business processes, the SAP Solution Manager
automatically proposes (Self) Services and Best Practices to implement and
operate the SAP solution.
The Safeguarding program covers the technical aspects of overall risk
management during the entire life-cycle of the solution. Based on standardized
checks and services, customers are guided through all the stages of their projects.
Guaranteeing technical robustness through safeguarding means a reduction of the
total cost of ownership.
All services can be ordered through the SAP Service Marketplace
SAP Active Global Support Services such as GoingLive and EarlyWatch are
available under Predictive and Proactive Services.
Specific optimization services for system operation (Technical Optimization
Services) are proposed under Continuous Improvement Services.

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SMI310 Lesson: Services Delivery

Lesson Summary
You should now be able to:
Understand the service infrastructure that can be provided by the SAP
Solution Manager

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Unit 6: Cross-usage Scenarios SMI310

Lesson: Service Desk

Lesson Overview
This lesson will help you understand the functions of the SAP Solution Manager
Service Desk.

Lesson Objectives
After completing this lesson, you will be able to:
Explain the functions of the SAP Solution Manager Service Desk

Business Example
You are the project manager of the development team. You have decided to
implement the SAP Solution Manager, which enables the creation of a SAP
Service Desk, an efficient internal and external support organization. Your team
needs to create a SAP Service Desk, which ensures that the solution management
cost of your organization is significantly reduced.

Process & Functions

Figure 133: The Support Process

The SAP Solution Manager enables collaboration from end-user support to SAP
back-office resources. The SAP Service Desk lowers your solution management
cost by setting up an efficient internal and external support organization.

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SMI310 Lesson: Service Desk

All SAP users can directly contact their support unit from within their daily work
environment. End-users in the satellite systems of the solution landscape can send
support notifications to the central Solution Manager system.
You see these notifications in the Support Notification Portal of the SAP Solution
Manager. Relevant system data (transaction code and Support Package level) is
automatically copied to Support Notification.
The support employee can access this data and use advanced tools such as:
SAP Notes Search
SAP Notes Assistant
Workflow and e-mail notification
Microsoft NetMeeting for application sharing
Interface to SAP Service Marketplace to send Support Notifications to SAP
Active Global Support
SAP has enlarged the SAPRouter interface so that Customer Service Desk
employees and SAP Active Global Support employees can view an end-user's
Desktop or front-end installations while resolving an issue, for example, to test an
application directly from a specific client.
Service Desk Functions

Customer internal message handling (Support Messages)

Messages created within the user's work environment
Automatic collection of system and context data
Third Party Message Interface
Manage SAP Notes efficiently
Integrated SAP Notes Search through the SAP Service Marketplace
Implement SAP Notes automatically with the SAP Note Assistant
Customer Solution Database
Build up your own solution database
SAP Support Integration
Send support message to SAP
Receive status updates and solution within Service Desk
SAP Remote Support Integration
Microsoft NetMeeting for application sharing between end users, SAP
Solution Manager power users, and SAP Support back office experts

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