SAP Solution Manager_E2E Solution OP

SAP Solution Manager: E2E Solution Operations

이재복SAP Korea

© SAP Leadersforum 2007, SAP Solution Manager / Lee, Jae Bok 3

RFID Devices Rendering OfficePortal

SAP PortalWeb Services and

xApps

DuetOffice Integration and Self-Services

.netWorld

APOBWSRMSEM

R/3 ERP

Analytics

ESOAExternal

Applications

JavaWorld

Web Application ServerMDM and XI

CRM

APOBWSRMSEMCRM

Complex Solution IT Environments


고객의과제 :복잡성

기술

숙련도

인적자원

End-to-End Solution Operations 은SAP 고객의 도전이며 과제입니다

Challenge for Clear Operation Strategy

위험성

비용

가용성?

성능?

순응성?

데이터무결성?

데이터및처리의

투명성?


SAP’s E2E Solution Operations

고객들의질문 :어떻게 Mission-Critical Operations을구현해야할지?

SAP는다음항목들을제공 :노하우

방법

베스트프랙티스

툴

교육

E2E Solution Operations은Solution operations의 가장 기본입니다!

SAP의 End-to-End Solution Operations은고객의 이러한 문제들을 해결할 수 있도록 해드립니다


End-to End Solution Operations – Core Components

END-TO-END SOLUTION OPERATIONS의 필요 항목:

End-to-End Enterprise SOA Readiness서비스가능화, 업그레이드및마이그레이션을위한 SAP Standards

End-to-End Root Cause Analysis문제관리를위한 SAP Standards

End-to-End Business Process Integrationand Automation 잡스케쥴링, 인터페이스, 비즈니스프로세스모니터링을위한표준 SAP Standards

End-to-End Change Control변경관리및애플리케이션관리를위한표준 SAP Standards

Standards = 툴, 프로세스및베스트프랙티스

문제분석해결의일원화

품질관리

가치실현가능화

새로운비즈니스요구를위한준비


Sample Organizational Model for Solution Operation

아웃테스킹

아웃소싱

SAP Standardsavailable

Defined SAPinterfaces

SAP Standards를이용한시스템운영은 TCO를줄여주고 Mission Critical 서포트를가능하게합니다

고객의 IT

고객의 비즈니스 단위

글로벌비즈니스프로세스챔피언

로컬비즈니스프로세스챔피언

IT 인프라스트럭쳐

현업사용자통합된헬프데스크

PMO(Program Office)변경요청관리

애플리케이션관리Blue printing, testing, e-learning management, maintenance management, issue management, document management application diagnostics

고객개발비즈니스프로세스운영

Job Scheduling, Business Process Monitoring

SAP와의 협업 플랫폼= SAP Solution Manager

System diagnosticsNetweaver administratorSAP NetWeaver Team

시스템진단


SAP ensures mission-critical operations for IT Solutions

고객관리요소:복잡성

위험성

비용

숙련도

각종자원

SAP Standards를 통한 Solution Operations은고객의 Mission-critical operations 가능하게 합니다


시스템모니터링

비즈니스프로세스모니터링

중앙시스템관리

솔루션레포팅

서비스레벨레포팅

SAP Earlywatch레포트

Change RequestManagement

ITIL 표준화사후관리프로세스

SAP Solution Manager 주요기능들

Service Desk메세지관리의베스트

프랙티스3rd-party 헬프데스크와의통합

Solution ManagerDiagnostics

Solution Monitoring

Upgrade ofSAP solutions

SAP 방법론및툴E-learning 관리테스트관리

Implementation ofSAP solutions

SAP 방법론및툴글로벌롤아웃

커스토마이징일치화

E-learning 관리테스트관리

COREBUSINESS

PROCESSES

Delivery ofSAP Services

Onsite/remote 서비스이슈관리


The More Transparent the Solution, the More You Benefit!

모든교육정보

모든시스템관리정보

모든 SAP의서비스계획, 딜리버리, 향후지원에

대한정보

모든비즈니스프로세스정보모든시스템정보

모든모니터링데이터모든서비스레벨에대한정보

모든테스트정보

고객의모든개발및추가된기능에대한정보

모든문서

모든변경사항에대한정보 모든인시던트와발생한문제에대한정보

SAPSOLUTIONMANAGER

Implementation of SAP Solutions Service DeskSolution MonitoringDelivery of SAP ServicesChange Request ManagementUpgrade of SAP Solutions

SAP Solution Manager – 주요 기능들


Implementation of SAP Solutions

SAP프로세스에기반한고객솔루션정의

프로젝트준비프로젝트준비 비지니스블루프린트비지니스블루프린트 컨피규레이션컨피규레이션

로드맵

프로젝트관리

이슈추적및관리 / 모니터링 / 레포팅

커스토마이징동기화

프로세스구성프로세스테스트

교육

프로젝트정의

SystemLandscape셋업

SAP Solution Manager

최종준비작업및Go Live

최종준비작업및Go Live


기업의요구사항

로컬시스템에대한요구사항은로컬구현프로젝트에서최종완성이됨

Local Unit 1 Local Unit 2 Local Unit 3

Global Roll-out – Process in Detail

T1V1글로벌템플릿정의1

글로벌템플릿이레퍼런스시스템이됨

2 글로벌템플릿롤아웃

T1V1 T1V1 T1V1

3 템플릿구현


로컬시스템에대한요구사항은로컬구현프로젝트에서수정이됨

Local Unit 1

T2

T3

Local Unit 2

T3

Local Unit 3

T2

Global Roll-out – Process in Detail (II)

기업의요구사항

T2 T3

글로벌템플릿이레퍼런스시스템이됨

6 새로운버젼의템플렛롤아웃

4 템플렛요구사항롤인

T1V1

T1V1 T1V1 T1V1T1V2 T1V2 T1V2

7새로운버젼구현

5 새로운버젼의템플렛정의

T1V2


System A

Customizing Synchronization

컴포넌트간의커스터마이징사항을비교하고배분함

System B

구성설정들구성설정들

???

구성설정들구성설정들


Test Management

Test

Test실행

TestTest

Test

Test package

test package를test 담당자에

할당

Test packageTest package

Test packageTest package

Test package

test할사항들의집합

test할사항들이있는프로젝트구조

test할사항선별

Test 계획

Test 분석


Centralized Test Management

Example: Sales Order Processing

Create Sales Order

Configure ProductsAvailability Check

Determine Conditions

Credit Check

Receive OrderReplicate Order

Order Confirmation

Maintain Status

SAP CRM SAP APO SAP R/3

Test 관리

Test 실행

SAP Solution ManagerSAP Solution Manager

End-to-EndBusiness Process


Testing – 모니터링 & 리포팅

Test 모니터링 & 리포팅Test 진행사항과결과에대한상세한조망프로젝트내의모든 test 계획을그래픽과리포트Test 결과를오피스응용프로그램으로전달

Implementation of SAP Solutions Service DeskSolution MonitoringDelivery of SAP Services

SAP Solution Manager - Scenarios

Change Request ManagementUpgrade of SAP Solutions


Service Desk Scenario

CustomerCustomer SAPSAP

Find Solution

6Provide Solution

2

Search for Solution

Customer'sSolution Database

1

ReportIncident

SAP SystemService Desk

End UserEnd User SolutionSupportSolutionSupport

SAP ServiceMarketplaceSAP ServiceMarketplace

SAP Note DatabaseService Products

Best Practices

Provide Solution

SAP SupportSAP Support4Forward Problem

3 Perform Root Cause Analysis

Perform Root Cause Analysis

5


Solution Manager Diagnostics: At Work

LandscapeNavigation

DetailedNavigation


Solution Manager STANDARD - CA Wily Introscope Dashboard*


Solution Monitoring

SAP Service Marketplace

Central Monitoring

Instance

SAP Active Global

Support

CUSCUS

SCMSCM

CUSCUS

FVSFVS

4.6C4.6C

PLMPLM

System administrator

Solution Landscape(예. 핵심비즈니스프로세스의모니터링또는시스템 KPI의

리포트)



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)

Solution Monitoring – Data Collection

SAP EarlyWatchAlerts

Business Processes

Detailed Reporting

Critical Alert Situations:

Business Process Monitoring


Integration of 3rd-Party Tools


CCMS Monitoring Infrastructure (“RZ20)

MonitoringInfrastructure

SolutionLandscape

Monitoring Agent

3rd-Party Components

Report Alerts

3rd-Party System

Management Console

Trigger consolein case of an alert(SAPConnect;SNMP; XML)

Detailed Analysiswith 3rd-party tools

SolutionMonitoring


System Monitoring - Dashboards

모든모니터링항목표시

컴포넌트와경고들의그래피컬한표시

한그래픽내의시스템모니터링경고및 CSA 업무


System Monitoring – Workflow

심각한상황을가능한빨리발견하기위한주요컴포넌트들의시스템모니터링

새로운 SAP 제품들을관리하는관리자지원

시스템모니터링과중앙시스템관리를상호보완

Expert monitors 는직업 satellite systems으로연결됨

Alert graphics 통합되고자동화된로그를포함한시스템관련작업들


Setup System Monitoring –Centralized Maintenance of Alerts and Thresholds

다른 component들의customizing 복사기능

기존 CCMS을통한사전선택값으로activate가능

중앙관리가가능한 Alert에대한값(자동으로 local system의 CCMS값을수정, 선택사항.)


Business Process and Interface Monitoring

Alert dashboardAlert dashboard

business process step의Alert들에대한 overviewbusiness process step의Alert들에대한 overview

전문적인 monitor를위한위성시스템으로의직접연결

전문적인 monitor를위한위성시스템으로의직접연결

에러처리및문제해결을위한구체적인절차

담당자및 Escalation 경로에대한정확한정의

고객지원조직과의빈틈없는통합.

해당 step에관계된점검사항에대한구체적인정보및Monitoring Session

해당 step에관계된점검사항에대한구체적인정보및Monitoring Session


Monitoring 요원을위한 Monitoring tasks, 에러처리, Escalation경로에대한정의.

Integration with BPM in SAP Solution Manager

Business Process MonitoringAlert 발생시,자동 Email 발송

구현/upgrade Project 시생성했던 Process Description의재사용

시스템 monitoring과의통합성. (Status of Hardware, Software and Business Processes 을한눈에..)

위성시스템으로의직접연결가능(Transaction수행)

경보발생시자동Service Desk message 생성(automatic or manual)


해당 business proecss와연관되어있는 S/W compoents

Business Process Monitoring – Sample Screen (1)

Display Business Process Alerts


Business process step alert list

현재 Alerts,Alert History및이와연관된상세정보

Business Process Monitoring of a Sample Screen (2)


분석을위한해당시스템의직접연결

Business Process Monitoring session

support notifications, workflow trigger, alert confirmation 생성가능.

에러처리방법및담당자에대한정보수록

Business Process Monitoring of a Sample Screen (3)


Combine KPI Monitoring with Technical Monitoring (1/2)

R/3 Background Jobs Start-/End delay Out of time window Maximum duration Cancellation Parallel processingJob log messages

Dialog Performanceper transaction and SAP instance

per transaction-specific function codes (CUA internal commands)

per transaction-specific function codestransferred in HTTP requests

per HTTP request

per program / function name in RFC call

Update Errors (Transaction- / Program-specific)

V1 update errors / V2 update errors

General Application Log (SLG1)total number of messages per object / subobject / usercritical messages in terms of message class and number

Document Volumes (based on SAP table statistics)

Operations (inserts, updates, deletes) on SAP tables

Cross-Application Monitoring Objects


Combine KPI Monitoring with Technical Monitoring (2/2)

ALE/IDoc Alert Monitoring per IDoc Type Outbound IDocs

– 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

Inbound IDocs– IDoc generated– IDocs transferred to application– IDoc transferred to dialog– Application document posted– Error in IDoc interface– Error in application– IDoc with delete flag

All Alert Information available via CCMS Monitoring Infrastructure

Customer Exit in Application Monitoring Infrastructure

qRFC Alert Monitoring Blocked queuesStatus of R&R Queue Demon (CRM)Status of R&R Queues (CRM)

– Size of Queue– Queues on hold

Interface Monitoring Objects

Customer Specific Monitoring Objects

XI Alert Monitoring Message monitoring

BDoc Alert Monitoring (CRM)BDoc Messages in error statusBDoc Messages waiting for response


ERP (PRD)

Throughput & Backlog Indicators (Ex. Procurement )

Create Purchase Requisitions by MRP

Receive Inbound Delivery

Run MRP

Convert Purchase Req. to Purchase Order

Post Goods Receipt

Sent/Print Purchase Order

Job RuntimeMRP Log

No. of Purch. Req. createdNo. of Purch. Req. open

No. of Purch. Req. overdue

No. of Inbound Deliveries created

No. of Goods Receipts created

Create Purchase Requisitions Manually

Create Binning Transfer Order

Confirm Binning Transfer Order

Perform Invoice Verification

No. of Purch. Orders createdNo. of Purch. Orders open

No. of Purch. Orders overdueNo. of open Transfer

Requirements

Stock Level of critical stock in GR area

Job Runtime

Job Runtime

Dialog Response Time

No. of Transfer Orders createdNo. of open Transfer Orders

Dialog Response Time

Job Runtime

No. of Purch. Req. createdNo. of Purch. Req. open

No. of Purch. Req. overdue


Central System Administration

SAP Solution에대한중앙집중적관리툴주기적또는산발적인 administration 작업들을Automated support연결된모든시스템에대한 direct접속가능. 자동화된작업내용/history recording전체시스템에대한 report 기능


Collaboration Platform for SAP’s Service Infrastructure

Solution landscape

SAP Consulting

SAP Partner SUPPORT -ORGANISATION (CCC)

Service InfrastructureApplication management

SAP

SAP Service Marketplace

Know-ledge

Experts

Customer



Fastest Resolution = Lowest Resolution Cost

SAP Expertise on Demand – The Model

CustomerSAP


1. SAP SolutionManager

Issues list

2. Customer selects Expert on Demand Function

3. SAP Support Portal Message automatically sent to SAP

SAP Solution Manager provides• Complete landscape profile• Issue description• Components & business processes• History• Etc.

4. Message routed

Development / Consulting / Support12,000 SAP expertsVery specific expertise

5. Targeted expertise based on needs of customer


Issue Tracking

Request SAP Experts

Assign tasks tointernal employees Assign (self-)

services


SAP Solution Manager -Scenarios



Change Request Management

SAP Application management는 모든 종류의 application change을수용하려 합니다.

Emergency correctionsPeriodic maintenance Implementation and upgrade projects

ITIL Scenario Change Management

등록및분류

승인

평가 / 구현후재점검

ChangeManage-

ment

Building

Testing

구현

Program/Project

Manage-ment

모니터링과계획

권한부여및구현

ChangeMonitoring


Better Handling of Customer Support Processes

Planning of maintenanceSupport Packages and StacksHot News

Administration

Provide transparency

Display current level and recommended level

Approve and download

Import

Test

Release to production


HotNews Inbox

Hot News 선택

HotNews수행단계분류 가능 :• Create Change Request• Postpone• Not relevant

시스템 Q4L과관련된 HotNews(note) 표시


Maintenance Optimizer (1)

2, Support Package Stacks

3, Maintenance Optimizer

1, Transaction:Solution_Manager


Maintenance Optimizer (2)

xxx


Upgrade RoadmapUpgrade Roadmap

Upgrading with SAP Solution Manager

ProjectPreparation

Define upgradeproject

Analyze as-isIT landscape

Delta training

Final Preparationfor Cutover

SAP Solution Manager –Supporting upgrade features

Production Cutover & Support

Solution Upgrade

Issue Tracking / Monitoring / ReportingIssue Tracking / Monitoring / Reporting

UpgradeBlueprint

Define exist./to-becore processes

Verify existingtesting material

UpgradeRealization

Configure newprocesses

Test processes

System Landscape Reporting

Identify new processes and

delta functionality

Create/use e-Learning material/Learning Maps

Compon. upgrade IMGs, identify

upgrade-relevant config. settings

Plan and execute tests


SAP Tutor

Graphics-based Simulation Tutorials을생성및관리, 배부가능.빠르고쉬운작성및관리

즉각적인변화에대한시각적효과

User 교육자료생성을위한 Extensive support


SAP Solution Manager – e-Learning Management

LearningUnits생성

1

LearningContent편집2

Contents 수집, 분류및저장

3

사용자에게 Learning Content배치.

4

재사용 Content5

기존 Materials에대한 update

6


Summary

E2E Solution operation 의 핵심은SAP Solution Manager 입니다.

CUSTOMER SAP


SAP Solution Manager_E2E Solution OP

Documents

idoc interface

sap service

combine kpi

sap solution

business process

end solution

system monitoring

solution landscape

Transcript of SAP Solution Manager_E2E Solution OP

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