Solution Reporting

SAP Solution Manager -Solution Reporting

SAP Solution Manager Product ManagementSAP AG

Service Level Reporting

Solution Reporting

What is SAP Solution Manager

Reporting Concept

Summary

EWA Reporting

SAP AG 2005, SolMan_Reporting / 3

SAPDevelopment

SAPCustom CodeDevelopment

SAPConsulting

SAPEducation

SAPHosting

SAPActive Global

Support

Standardized & integrated application management

SAP Solution Manager Value Proposition

SAP Solution Manager

The support hub and the gateway to SAP

Implementation of SAP solutions

CustomerCollaboration

Solution monitoring

Service desk

Change request management

Delivery of SAP services

Diagnostics

Upgrade of SAP solutionsFlexibility

Transparency

Control

Efficiency

OPERATE

IMPLEMENT

OPTIMIZE

Core BusinessProcess


Change RequestManagement Follows ITIL standards Maintenance processes

SAP Solution Manager Usage Scenarios

Service Desk Best Practices

for messaging Integration of

3rd-party help desks Solution Manager

Diagnostics

Solution Monitoring System monitoring Business process monitoring Central system administration EarlyWatch Alert / SL reporting Solution reporting

Upgrade ofSAP solutions SAP methods & tools E-learning mgmt. Test management

Implemenation ofSAP solutions SAP methods & tools Global rollout Customizing sync. E-learning mgmt. Test management

COREBUSINESS

PROCESSES

Delivery ofSAP Services Onsite/remote delivery SAP Safeguarding


The More Transparent the Solution, the More You Benefit!

All traininginformation

All maintenanceactivities

All service planning, deliver ad follow-up

information

All business processesAll systems

All monitoring dataAll service level information

All test information

All customerdevelopments and functional enhancements

The entire documentation

All changeinformation

All incident and problem information

SAPSOLUTIONMANAGER


Role of Solution Manager in Lifecycle Management

Application Management SAP Solution Manager Maintenance strategy, processes, and projects Continuous improvement projects Software Change Management

Development and enhancement projectsDeployment projects

NetWeaver Lifecycle ManagementSAP NetWeaver Administration Tools + Software Logistics Daily system administration and monitoring Configuration Initial Setup Software Maintenance Management Business Content Lifecycle

Planning Status


Solution Reporting


Reporting Concept

EWA Reporting

Summary


New KPI Reporting Architecture

System n

+ BPMon-Data

or otherService Data

BW Content

System 2

CollectedEWA Data

System 1

BIQueries

BW Content

EWA Reports

AvailabilityReporting

SAP Solution Manager SAP NetWeaver BI

Service LevelReporting

ServiceReporting

CCMS Monitoring Infrastructure

CentralPerformance

History

EWAData

EWAData

EWAData


Solution Reporting New Header in Operations

New header for all reportingfunctionality within a solutionexcept for EWA and SLR

EWA and SL Reporting still under the headerSolution Monitoring

New reporting functionalities: Service Reporting Central System Administration Reporting Availability Reporting Service Desk Reporting Change Request Management Reporting


Solution Reporting


Reporting Concept

EWA Reporting

Summary


New KPI Reporting Architecture Early Watch Alert

System n

+ BPMon-Data


BW Content

System 2

CollectedEWA Data

System 1

BIQueries

BW Content

EWA Reports




ServiceReporting


CentralPerformance

History

EWAData

EWAData

EWAData


What is SAP EarlyWatch Alert?

Important system data is transmitted from SAP customer system to SAP Solution Manager at regular intervals via remote connection

The data transferred includes only technical data with non sensitive content, which is transparent and manageable in transaction SDCCN

SAP Solution Manager analyzes this data and provides a clear overview of the results in a report, which can be downloaded from or distributed by SAP Solution Manager.

Keeping total cost of ownership low and the performance of your SAP solution high is a tremendous value to your business a value delivered by SAP EarlyWatch Alert.

What is the SAP EarlyWatch Alert?


SAP EarlyWatch Alert Content

System Configuration

Performance Overview

Workload Distribution

SAP System Operations

Hardware Capacity

Database Performance

Database Administration

Trend Analysis


SAP EarlyWatch Alert Data Transfer


Satellite System

Satellite System RFC Data transfer

RFC Data transfer

RFC D

ata tra

nsfer

SAP Service MarketplaceSatellite System

Satellite System

Satellite System

Satellite System

CUSTOMERCUSTOMER


SAP EWA in SAP Solution Manager: Benefits

If you display the EarlyWatch Alert in SAP Solution Manager, you benefit from: Access to detailed download data on which EWA Reports are founded Higher availability of graphics (only a limited selection is available on

SAP Service Marketplace) Concise, central administration and archiving possible Allocation and documentation of tasks (in EWA Session). Summary of EWAs and selection of content via SL Reporting Tracking of tasks in SL Reporting.

What are the benefits of EWA in SAP Solution Manager?


SAP EarlyWatch Check

Jan. Feb. March April May June July AugustJan. Feb. March April May June July August

EarlyWatchCheck

In SAP Solution Manager

SAP EarlyWatch Alert is performed on a weekly basis at the customer site using the SAP Solution Manager

In case of any critical alerts monitored by SAP EarlyWatch Alert, the results will be sent in addition to the periodical reports to SAP. An SAP EarlyWatch Check will be scheduled by SAP. Each productive installation is entitled to up to two SAP EarlyWatch Checks per year performed by SAP within SAP Standard Support.

Services providedby SAP

SAPEarlyWatchAlert


EarlyWatch Alert (EWA) and EarlyWatch Check

SAPSolution Manager

CustomerCustomer

SAP SupportSAP Support

SAPSAP

Contact Customer

3If red rating

automated forward to SAP*

1Send EWA Data

Satellite System

Satellite System



Collect Data Process EWA DataCheck red rated EWA

Report

Deliver Services

(for example Early Watch)

45

Implement

recommendations

Check EWA Report

2

Implement

recommendations

Contact Customer and create Service Plan

SAP AG 2005, SolMan_Reporting / 18Customers Perspective

EarlyWatch Alert (EWA) and Solution Manager Diagnostics

Monitored SAP SystemMonitored SAP System

SAP EarlyWatch AlertSAP EarlyWatch Alert

StabilityStability PerformancePerformance ResourceUtilizationResourceUtilization

Solution Manager DiagnosticsSolution Manager Diagnostics

Aggregation

Abstraction

Abstraction and Aggregation


EWA for Non-ABAP - KPI Coverage

Availability

Most Frequently visited pages

Most Frequently visited iViews

Number of Named Users

HTTP Sessions

Top JCO Calls

Top SQL Statements

Top WebDynproComponents

Top iViews

Memory Usage

Memory Growth Rate

GC Time

ResourceUtilizationPerformanceStability

Garbage Collection Analysis

Garbage Collection Analysis

WilyIntroscope

Data

WilyIntroscope

Data

PortalActivity

Reporting

PortalActivity

Reporting

J2EEJ2EE

GRMGGRMG

KPIKPIData SourceData Source


EWA for Non-ABAP Availability

Core Requirements Solution Manager Diagnostics with at least SPS 14 (Available

4.10.2005) for Java stack. SPS 15 will offer additional KPIs(Available 12.12.2005). ST-PI 2005_2 on ABAP stack of Solution Manager

Diagnostics (Available 28.11.2005) EWA Service Session at SAP (GoLive 10.12.2005) if session

is performed remotelyLocal Session Requirements If EWA Service Session is performed in local Solution

Manager System, ST-SER 2005_2 (Available 28.11.2005) is required


EarlyWatch Alert / BI Reporting

Customers with specific reporting needs or interest on history, detailed analysis and high quality graphics. They must be able to build their own reporting in BI for more than one system for several KPIs and several time intervals.

SAP EarlyWatch Alert data which provides a large data pool of KPIs and other information will come together with Solution Manager Landscape Data (SMSY) in BI for more than one system.

SAP EarlyWatch Alert together with Solution Manager Landscape Data can provide information (Products, Components, Support Packages, ) for BI queries. This can be combined with CPH (Central Performance History) data for common queries.

Users are IT Manager and IT Provider to get an flexible, detailed reporting for KPIs to recognize tendencies and analyze complex problems.


Data Extraction Source System

EWA / BI Data Selection in SAP Solution Manager


Selected KPIs for BI

Database (z.B. DB MSSQL)

ServerModulPerformanceSys. DataSystem

DB FreespaceHardware (OS, CPU, Memory)

Kernel and Release

DB GrowthProfile Parameter

Response Times of Transactions

Server ListSupport Packages

Wait StatisticsOS-ParameterHistory of Response Times

Update Errors

Notes and Version

I/O PerformanceMemoryUtilization

Selected Business ProcessTransactions

Transaction by DB Load

System Availability

Componentsand Version

Missing IndicesCPU UtilizationLoad by ApplicationModul

Time Profile (ST03)ABAP Dumps

Database and Release

System ActivityOverview

Server (CPU + Paging)

Workload byApplication Module (CPU + DB)

Current Workload(ST03)

Users (H,M,L)

Product and Version

Close to 100 KPIs will be reported to the BI system !


For additional and updated information, visit the SAP Service Marketplace at

www.service.sap.com/ewa

Detailed Content and Benefits

Technical Prerequisites

Click Media Library, PDF Datei Sample Report with Explanation

Check www.service.sap.com/rkt-solman >> Technology Consultant for SAP Tutors regarding setup of EWA

Additional Information


Solution Reporting


Reporting Concept

EWA Reporting

Summary


New KPI Reporting Architecture Service Level Reporting

System n

+ BPMon-Data


BW Content

System 2

CollectedEWA Data

System 1

BIQueries

BW Content

EWA Reports




ServiceReporting


CentralPerformance

History

EWAData

EWAData

EWAData


What is Service Level Management

Service Level Management (SLM) The 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 cost

Service Level Agreement (SLA) Agreement on quality of services between service customer and service

providerBusiness Process Owner (BPO) and IT Organization IT Organization and Business Partner (hardware partner, software partner,

implementation partner, outsourcing partner)

Service Level Reporting (SLR) The IT department measures and periodically communicates the agreed

service goals


Key Performance Indicators (KPIs)

KPIs should be defined to quantify and verify the success of business process management and operation in order to support and ensure that the defined business objectives are met KPIs are somehow associated with business-related or business-wise

indicators such asAverage business transaction response timeDocument throughput

KPIs are used to check and ensure the performance of the business processes KPIs are used to ensure a stable solution environment with performant

processing KPIs can be used as Service Level Agreements (SLAs) SLAs and their adherence are related to certain agreements (more

technical) between different service levels or organizational units (such as system availability etc.)


Service Level (SL) Reporting

Comprehensive service level management and reporting to administrators and customers

IT Organizations IT Service Provider

Summarizing several EWAs in one report Additional data, target values and rating possibilities Support of strategic decisions Recommendation of optimizations Follow-up of Tasks-> Easing service level management

Task

Target Group

Benefits



Satellite Systems

System Monitoring

Continous Monitoring:Service Data Download

(SDCC)

Continous Monitoring:Service Data Download

(SDCC)

Real-time Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Real-time Monitoring:CCMS Monitoring

Infrastructure (RZ20)

SL Reporting Data Collection

SAP EarlyWatchAlerts

Aggregated

Business Process Alerts

Detailed Reporting

Critical Alert Situations:

Business Process Monitoring

Select Content and Summarize EWA Reports


Early Watch Alert (EWA) and SL Reporting

Satellite SystemsSatellite Systems



Collect Data

1

Send Early Watch Alert (EWA) Data

+

Central PerformanceHistory (CPH)

AggregateEWA Data

Generate Service Level

Report

Process Owner/Business PartnerProcess Owner/

Business Partner

2

Forward Report Check Report

Root-CauseAnalysis

3


SL Reporting Benefits in Detail

Additional Functionality regarding EWA

Accounting profile (analyse number of dialogsteps, responsetimes, CPU load etc. with the help of SU01 )

Transports (objects, programs, tables -> Tab. E070) Average responsetimes of self-defined Transactions Aggregated alerts out of Business Process Monitoring (backround job

reporting possible) Trend analysis regarding:

System activity Response time System operation Hardware (CPU Load Appl. Server and DB Server)


SL Reporting - News

Serice Level Reporting News with SAP Solution Manager 4.0

Maintenance of thresholds for individual KPIs

Monthly KPI Reporting Report Type "Monthly" returns monthly data (used to be based on

weekly data) Availability since ST-SER 700_2005_2 Current Limitations:

BW for "Query Performance" still weekly.Data for systems < 4.6C still weekly

History for KPIs A 12 month history is available for all KPI (Report Type "Monthly) The history is displayed in table and chart format per KPI.

Integration of Central Performance History


SL Reporting - Customizing of Threshold KPIs


SL Reporting Target Values

KPIs, without KPI Targets are displayed without Rating ( ) Ratings are red ( ) or green ( )

Example: Target values and dependent rating


SL Reporting - KPI History with Target Values

Example: History for KPI "Avg. Response Time in Dialog Task"

Within target

Out of target


Solution Reporting


Reporting Concept

EWA Reporting

Summary


New KPI Reporting Architecture Service Reporting

System n

+ BPMon-Data


BW Content

System 2

CollectedEWA Data

System 1

BIQueries

BW Content

EWA Reports




ServiceReporting


CentralPerformance

History

EWAData

EWAData

EWAData


Service Reporting - Summary

Management Summary This tool allows you to create custom reports for solutions and systems

for which you have maintained in transaction SMSY, scheduled a SAP EarlyWatch Alert or GoingLive service. You can activate the pre-selected default values, or you can insert or

add any other check tables from the SAP EarlyWatch Alert service. The results can be displayed in a tree or list view. You can also export

the data and process it in Microsoft Excel. Once you have configured a report, you can save a variant in order to

regenerate the report at any time.


Service Reporting - Benefits

Business Value/Benefits Flexible selection of data allows the summary of all relevant solution,

system and product data within one list Allows IT administrators a fast overview regarding component levels,

implemented notes, users and KPIs Display of selected data in variants allow clear information for other

users like managers and support team members Download to Microsoft Excel allows fast integration in self-defined

Service Level Reports


Service Reporting - Selection

Selection of standard services

Selection of systemsto be included

Add selection parameters


Service Reporting - Results

Flexible list display (ALV)EXCEL down-load possible

Solution Reporting result screen

Selection of service data

Detailed selection, e.g. compare implemented SAP notes and system parameters (EWA Viewer)

Add or remove any service session content


System Availability Reporting - Selection

Selection of systems to be reported of

To selection details

Manual maintenance of system availability (status of system availability has often to be clarified personally with customers)


System Availability Manual Maintenance

Standard options (can be modified)

Standard reasons (can be modified)


System Availability Reporting - Results

Availability Reporting result screen


Service Desk Reporting Typical Questions

Typical Questions to be answered by Service Desk Reporting

How many incidents were reported? For a given time intervall, per organization, per SAP component

How long did it take to complete incidents? Overall and specific How many were solved with the internal solution database? How many

with SAP notes? How many with help from SAP? How many were converted into how many change requests?

Which incidents are in process/completed ...? By service desk employee/organization


Service Desk Reporting - Selection

Selection Screen


Change Request Management Reporting - Typical Questions

Typical Questions to be answered by ChaRM Reporting

Which change requests are in process/completed ...? By status, type, next steps , maintenance window

How long do change requests take to be completed? Per organization, user, type, step

Which transports belong to which change request and vice versa?

What is the current transport status (in which system)?

How many incidents triggered a change request? Per organization, SAP component

How many change requests were declined? Per organization, user, type, by whom and why


Change Management Reporting - Selection

Selection Screen


Solution Reporting


Reporting Concept

Summary

EWA Reporting


New KPI Reporting Architecture

System n

+ BPMon-Data


BW Content

System 2

CollectedEWA Data

System 1

BIQueries

BW Content

EWA Reports




ServiceReporting


CentralPerformance

History

EWAData

EWAData

EWAData

Transfer datato BW

Flexible dataselection

IncludeCPH data

Downtimereporting

Monthlyreporting

: New Feature with SAP Solution Manager 4.0

EWA forNon-ABAP


E-learningSAP Service Marketplace

www.service.sap.com/solutionmanagerwww.service.sap.com/rkt-solman (role-based, free of charge learning maps)www.service.sap.com/monitoring (CCMS, GRMG, autoreaction, agents)www.service.sap.com/bpm (Business Process Management, setup guide)www.service.sap.com/diagnostics

TrainingSupport Academy/SAP Education

USMP10 SAP Solution Manager Concept & Strategy USMX20 Installation & Technical Configuration of SAP Solution Manager Infrastructure USMA30 System Administration with SAP Solution Manager USCP60 Business Process Management USMF50 SAP Solution Manager Implementation of Service Desk Functions USMF55 Change Request Management with SAP Solution Manager SMI310 SAP Solution Manager Implementation Tools

Traininigs Offerings SAP Solution Manager


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Solution Reporting