Week 3: Event Management Unit 1: Business Service Management

Week 3: Event Management

Unit 1: Business Service Management

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Business service management

Overview

Business Service Management

Business Service A Business Service B Business Service C

Business

Downtime

Management

Business

Event Calendar

Business SLA

Management

Business

Event

Scheduling

▪ Business service management is planned to be enhanced:

– Definition of service times based on Service Level Agreements (SLA) on business service level

– Measurement of actual availability at technical service level and consolidation to business service level

– Calculation of compliance to defined SLAs

– Embedded analytics to enable SLA reporting

▪ Business service as collection of

technical services (cloud service tenants

or system clients) to represent business

functionality

▪ Processing of maintenance, disruptions,

degradation, and communication events

as exposed by Cloud Availability Center

▪ Propagation of received events from

technical service to business service

level

▪ Definition of customer-specific operation

events at business service level



What is it?

Business

Downtime

Management

Business Service Management

Business Service A

Business Service B

Business Service C

Business

Event

Calendar

Business SLA

Management

Business

Event

Scheduling

▪ Compose business services as a combination of

multiple cloud services or on-premise systems

▪ Retrieve information from Cloud Availability Center

(CAC) and from other use cases in SAP Cloud ALM

▪ Schedule and communicate custom events on

business service or cloud service level

▪ Trigger event processing (e.g. mail notifications) on

detected business events like outages or degradations

▪ Define and monitor Service Level Agreements (SLAs)

on business services



Data collection

Cloud Availability Center

Business

Service

ManagementEvent and

Alert

Management

Other

Monitoring

Use-Cases

Cloud Landscape DirectoryLandscape

Management

▪ Business service management receives information about maintenance times, degradations, and outages

from Cloud Availability Center (CAC)

▪ Additional information on the status of services and systems are received from other use cases in

SAP Cloud ALM



Event processing

* Planned functionality

Intelligent

Event

Processing

Business

Service

Management

Notification

Management

Operation

Automation

3rd Party

Integration*

▪ Business service management will trigger events when the status of a business event changes

▪ In intelligent event processing (IEP), the user can define rules based on these events

▪ Based on these rules, IEP will trigger actions like email notification or start a workflow



Business service events

Disruption

Degradation

Maintenance

Communication

Runtime Status

Unplanned

Planned

Communicated by SAP

or

created manually

Measured and

communicated by SAP

Disruption

Degradation

Maintenance

Normal

Business SLA-relevant

Not business-SLA-

relevant

SLA RelevanceSource



The phases of a business event

CompletedIn ProgressPlanned

Disruption /

Degradation

Announcement Reminder Start Status Update Completed

Detection Status Update Resolution Root-Cause Analysis

Maintenance /

Communication1

1 2.. 3 4

2.. 3 4.. 5



Configuration

Prerequisites

▪ Cloud services and managed systems must be registered

to SAP Cloud ALM

Setup

1. Define for which business service event you want to raise

an event in intelligent event processing

2. Create business service and add cloud services and

managed systems

3. Define event reaction in intelligent event processing



Configuration

Setup Steps:

1. Open the Configuration panel

2. Activate the business events for

which you want to create technical

events (one-time setup)

3. Click “Create Business Service”

4. Maintain a name and a description

5. Select the services and systems

that belong to the business service



Event processing

* For detailed information, please watch the unit on intelligent event processing in week 3

▪ Business events created in business service management

can be processed in intelligent event processing*

Setup steps for event processing

1. Open intelligent event processing

2. Create a new event processing rule

− Enter a name for the rule

− Select type ‘Business Service Management Event’

− Enter the business event name

− Enter the business service name and type

− Enter the recipient from the verified recipients in

Notification Management



Usage

Business service management supports

▪ Business service overview: the status monitoring for the

service and system group that is represented by the

business services

▪ Event calendar: for the display and scheduling of IT events



Business service overview

The business service overview provides

▪ The current status of the business service and its duration

− The status is calculated as the worst current status of all

the cloud services and systems within the business

service

− The status is represented by a color bar for easier

recognition of not-normal statuses

• Green: Normal

• Blue: Maintenance

• Orange: Degradation

• Red: Disruption

▪ The next upcoming event for the business service, its start

time and duration

▪ Details for the upcoming events can be found in the event

calendar



Event calendar

The event calendar contains

▪ Events propagated via the Cloud Availability

Center

▪ Custom events created by the customer

You can choose different time resolutions

and switch between a calendar and a

table view



Event details

Click an event in the even calendar to

access the event details

In the event details, you find

▪ Event information: with the timing of the event,

the current status, and the affected services

▪ Action log: with the complete communication

regarding this event

▪ Service information: with detail information on

the affected services



Create custom events

You can schedule own communication

or maintenance events for your business

services



Demo



Summary

In this unit you learned:

▪ How you can use business service management to

group logically related services and systems

▪ How you can use the event calendar to learn about

planned events, degradations, and disruptions for

your business services and schedule own business

events

In the next unit you will learn:

▪ How to set up and use intelligent event processing

Thank you.

Contact information:

[email protected]

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Unit 2: Intelligent Event Processing


Intelligent event processing

Overview

Intelligent Event

Processing

Embedded

Monitoring &

Alerting

Embedded

Alerting

to enable unified alert

handling

Other internal

applications e.g.

business service

management

External

Monitoring &

Alerting

Embedded

Automation

External

Automation

Other external

applications e.g.

incident

management

Embedded

Channels

to support eMail,

instant messages,

tickets, chat

Operation

Automation

to support embedded

and external

automation

Generic

Channels

to provide APIs to be

utilized by 3rd party

vendors or customers

▪ Unification of incoming events sent by

SAP Cloud ALM applications or external

senders (inbound unification)

▪ Efficient event processing based on

central configuration and forwarding to

one or multiple receivers (outbound

unification)

▪ Handling of events independently from

alert management e.g. usage of same

event handling for monitoring use cases

and business service management

▪ Provides foundation of intelligent

correlation of events e.g. correlation of

manually generated with automatically

generated alert



What is it?

Event Creation Event Processing Event Reaction

Based on the monitoring

application in SAP Cloud ALM,

events are created for issues

detected in the managed

services or systems.

Additionally, events from 3rd party

applications can be ingested into

SAP Cloud ALM.

Based on the resulting event

groups and event clusters and

the event rules in intelligent event

processing, follow-up actions are

triggered like:

▪ Alert creation in the alert inbox of

an application

▪ Email notifications to defined

recipients

▪ Incident creation or update

▪ Operation automation workflows

Intelligent alert processing

processes the events and

performs:

▪ Normalization

▪ Enrichment

▪ Deduplication

▪ Correlation



Configuration

Prerequisites

▪ Cloud services and managed systems must be

registered to SAP Cloud ALM

▪ SAP Cloud ALM applications must be set up to

create events

Setup

1. Define event rules in intelligent event processing



Configuration

* For more information on alert & notification management and operation automation

please attend the units “Alert & Notification Management” and “Operation Automation”

Setup Steps

1. Create a new event processing rule

2. Define a meaningful name

3. Define event selection criteria

− Available event properties depend on the event

source

− All filters allow regular expression matching

4. Define assigned actions for downstream processing*

In the case that multiple event processing rules match

for the same event, all rules will be processed



Demo



Summary


▪ How to create event rules in intelligent event

processing to process events in SAP Cloud ALM


▪ How to set up and use alert and notification

management

Thank you.


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Unit 3: Alert and Notification Management


Alert and notification management

Overview

Alert management and notification management

are both consumers for intelligent event

processing

▪ Alert management: efficient management of alerts

created by the various monitoring applications in

SAP Cloud ALM using application-specific alert

inboxes

▪ Notification management: management of

recipients for SAP Cloud ALM notifications



Alert management – motivation

Service

Manager

Service A

Service B

On-Premise

System

System

Administrator

Which alerts

need most

urgent reaction?

Which alerts

have been

assigned to me

/ my team?

Did the alert rate

of service B

increase during

the last weeks?

What is the

average alert

resolution

speed?

How can I

perform a root

cause analysis on

this issue?

Did this issue

happen before?

What was the

alert resolution?

Which of my

services or systems

produced the most

alerts?

How many

tickets were

created this

month?



Alert management – scope

▪ Embedded alert inbox for each

monitoring application

− Each inbox contains the alert

information appropriate for the

selected application

− This allows for a more efficient root

cause analysis and processing of

the alert

▪ Integrated alert handling procedures

like alert assignment, notifications,

and operation automation workflows

▪ Further capabilities like cross-

application alert inbox and alert

reporting are planned in the future



Alert inbox – usage

Handle alerts by confirming,

displaying the logs, or

assigning a processor

1

Check the alert details for the

event details and already taken

actions

2

Check available operation flows

and start alert resolution3

Alert List View

Alert Details

Start Operations Flow



Demo – Alert management



Notification management – overview

Notification management manages email

recipients for SAP Cloud ALM notifications

To ensure compliant processing, the following

functionality is provided:

▪ Double opt-in procedure to ensure only confirmed

recipients receive notifications from SAP Cloud ALM

▪ Provide an opt-out option to every notification sent

from SAP Cloud ALM

▪ Handling of bounced emails

▪ Ensure compliance with European Union’s General

Data Protection Regulation



Notification management – notification receiver registration

Every receiver must verify their email address

and consent to receive email notifications

Setup Steps:

1. Add a new recipient in notification

management

2. The registration will trigger an email to the

recipient

3. Consent to the email notifications

Only verified email recipients will receive

emails and hence only verified recipients

should be used in intelligent event processing



Demo – Notification management



Summary


▪ How alert management helps you to efficiently handle

alerts for the different SAP Cloud ALM for operations

applications

▪ How notification recipients for SAP Cloud ALM can be

added via notification management


▪ How to set up and use operation automation

Thank you.


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Unit 4: Operation Automation


Operation automation

Benefits

Operation automation allows to automate

▪ Problem resolution procedures triggered by alert and event

processing

▪ Standard operational procedures related to the operations

of your hybrid landscape

Operation automation integrates with

▪ SAP Workflow Management to automate problem resolution

and operational procedures which require a mixture of manual

and automated tasks

▪ SAP Intelligent Robotic Process Automation to automate

manual repetitive tasks

▪ SAP Automation Pilot to automate DevOps tasks

Problem resolution procedures or standard operational

procedures triggered by SAP Cloud ALM operation

automation are called “operation flows”

Problem Detection

Problem Routing

Problem Resolution

Operation Automation

Operation Flow 1

Operation Flow 2

…

SAP

Workflow

Management

SAP

Intelligent

RPA

SAP

Automation

Pilot



Configuration

Prerequisites

▪ Customer needs to have a subscription for the relevant

external automation engine

▪ External automation engine must be reported into

landscape management from SLIS

Setup

1. Define an endpoint in landscape management pointing

to the relevant external automation engine

2. Register each SAP workflow, IRPA automation, or

Automation Pilot command that should be triggered

from SAP Cloud ALM as an operation flow

3. If the operation flow should be triggered automatically

in the context of an alert: Define an intelligent event

processing rule to link the operation flow to an alert



Prerequisites

SAP Workflow Management operation flows

▪ You have an active SAP Workflow Management subscription

▪ You have developed workflows that support the resolution of problems

detected by SAP Cloud ALM or to process standard operational procedures

SAP Intelligent RPA operation flows

▪ You have an active SAP Intelligent Robotic Process Automation

subscription

▪ You have developed SAP IRPA scenarios that support the resolution of

problems detected by SAP Cloud ALM or to process standard operational

procedures and set up the respective infrastructure

▪ You can check your active subscription in the respective subaccount in SAP

BTP Cockpit

SAP Automation Pilot operation flows

▪ You have access to an SAP Automation Pilot account

▪ You have developed SAP Automation Pilot commands that support the

resolution of problems detected by SAP Cloud ALM or to process standard

operational procedures



Create endpoint to automation engine

▪ Make sure that you have an entry in landscape

management for your subscribed automation

engine:

– SAP Intelligent Robotic Process Automation

– SAP Workflow Management

– SAP Automation Pilot

▪ If the entry doesn’t appear automatically via SLIS

import, you can create the service manually in

landscape management.

▪ Create an endpoint for the service and make sure

to select ‘Operation Automation’ as use case

▪ For more information on how to create the

connection, please refer to the SAP Cloud ALM

Expert Portal

https://support.sap.com/en/alm/sap-cloud-alm/operations/expert-portal/operation-automation.html



Register operation flows

To be used in SAP Cloud ALM, operation

flows first have to be registered

Setup Steps:

1. In the operation automation application, click

“Register Operation Flow”

2. Select the automation engine that contains the

workflow, scenario, or command

3. Enter the endpoint as Destination; if only one

exists it will be preselected

4. Select the Workflow ID from the input help

5. Select the Use Case this operation flow can be

used for



Setup demo



Usage

Operation flows can be triggered from different

locations:

▪ Automatically as a reaction to an event

▪ Manually from an alert in the alert inbox

▪ From the operation automation application



Trigger operation flows automatically from an event

▪ Operation flow instances will be triggered

automatically from events if a suitable event

processing rule has been defined

▪ Event context information like alert keys is

transferred automatically to the operation flow

instance

▪ For alert type events you can review the status

of the triggered operation flow instances in the

alert details

▪ By selecting the Instance ID you can jump into

the tool-specific monitoring UI in the external

automation engine tenant and review more

details about the execution



Trigger operation flows manually from alert inbox

▪ As an alert processor you can trigger suitable

operation flows manually from the Actions menu

▪ The UI proposes a list of operation flow

definitions that fit to the monitoring use case

▪ Select Start Instance to trigger a new instance

manually

− Event context information like alert keys is

transferred automatically to the operation flow

instance

▪ Afterwards, you can review the status of the

triggered operation flow instances in the alert

details



Operation automation application

The operation automation application shows the

list of operation flow definitions already registered

with SAP Cloud ALM

From here you can:

▪ Register a new operation flow definition

▪ Trigger a new instance of an operation flow for testing

purposes



Usage Demo



Summary


▪ How to set up operation automation

▪ How to use operation automation to trigger operation

flows to automate problem resolution and standard

operational activities

In the next unit we will:

▪ Summarize the information on SAP Cloud ALM

▪ Give you an outlook on what’s to come in the future

Thank you.


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Unit 5: Summary and Outlook


Summary and outlook

SAP Cloud ALM for operations – holistic support for your cloud-centric business solution

SAP Cloud ALM

ABAP

Systems

Cloud

Services

User &

Performance

Monitoring

Health

Monitoring

Job &

Automation

Monitoring

Intelligent

Event

Processing

Operation

Automation

Business

Process

Monitoring

Integration &

Exception

Monitoring

Business

Service

Management


Summary and outlook

SAP Cloud ALM for operations – delivery strategy

SAP Help

Portal

SAP Web

Assistant

SAP Cloud ALM for

Operations Expert Portal

Continuous delivery of new features: Features are released as soon as they are ready and

fulfill all legal and quality-related prerequisites (bi-weekly feature delivery, daily patch delivery)

Information about released features and supported content can be found in SAP Help Portal,

in the built-in Web Assistant, as well as in SAP Cloud ALM for Operations Expert Portal

!!! Continuous delivery of new functionality to the cloud ► No releases any more !!!

https://help.sap.com/viewer/604f6e2484984622a01ac1e5aa9415a1/LATEST/en-US/09237fab92354984ad3519ee17453f5e.html

https://support.sap.com/en/alm/sap-cloud-alm/operations/expert-portal.html


Summary and outlook

SAP Cloud ALM for operations – content road map

This is the current state of planning and may be changed by SAP at any time.

Currently available Planned until end of 2021

Integration &

Exception

Monitoring

Business

Process

Monitoring

User &

Performance

Monitoring

Job &

Automation

Monitoring

Health

Monitoring

SAP S/4HANA Cloud

SAP S/4HANA

SAP SuccessFactors

(further KPIs)

SAP Marketing Cloud

SAP S/4HANA Cloud

SAP S/4HANA

SAP Business Suite

SAP Marketing Cloud

SAP Sales & Service Cloud

SAP Integration Suite (Cloud

Integration)

SAP Ariba (Business Network &

Cloud Integration Gateway)

SAP SuccessFactors Employee

Central Payroll

SAP Master Data Integration

SAP Integrated Business Planning

for Supply Chain

SAP Ariba (Guided Buying &

Strategic Sourcing)

SAP Integration Suite (API

Management & Open Connectors)

Business Event Bus

SAP Analytics Cloud

Central Order

SAP S/4HANA Cloud

SAP S/4HANA SAP Sales & Service Cloud

SAP Analytics Cloud

SAP BTP (NEO and CF)

SAP S/4HANA Cloud

SAP Marketing Cloud


Central Payroll

SAP BTP Workflow Management

SAP Integration Suite (Cloud

Integration)

SAP Intelligent Robotic Process

Automation

SAP S/4HANA

SAP Business Suite

Further KPIs for all editions

of SAP S/4HANA and SAP

Business Suite

SAP Integrated Business Planning


Central Payroll

SAP S/4HANA

SAP Business Suite

SAP Cloud ALM

SAP Business Suite

SAP SuccessFactors

SAP SuccessFactors

SAP Concur

SAP Fieldglass

SAP Central Asset Management

SAP BTP (NEO and CF)

SAP Field Service Management

SAP Business Suite

SAP Marketing Cloud

SAP Intelligent Robotic Process

Automation


Q4 2021

Summary and outlook

SAP Cloud ALM for operations – functional road map

Q1 2021Q3 2020 Q3 2020Q4 2020

Find more details in the Road Map Explorer

Q2 2021

This is the current state of planning and may be changed by SAP at any time.

https://roadmaps.sap.com/board?PRODUCT=73554900100800002513


Summary and outlook

Summary

In this training you learned:

▪ How you can leverage SAP Cloud ALM for operations

to run your cloud-centric business solution smoothly

▪ How to set up and use SAP Cloud ALM for operations

▪ How to provide transparency in your business solution

from business services to the health of technical

services, including efficient event and alert

management

▪ How to enable collaboration between business and IT

via efficient business service management and

operation automation

▪ How new features of SAP Cloud ALM are delivered

Thank you.


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Documents

Week 3: Event Management Unit 1: Business Service Management