Business Process Management and Monitoring Active Global Support, SAP AG

Contents Definition of Business Process Management Definition of Business Process Monitoring Goals of Business Process Monitoring Scope of Business Process Monitoring Business Process Monitoring in the Solution Manager Functional Scope Monitoring Levels Alert Graphics Customizing and Monitoring Session Release Strategy for Business Process Monitoring Delivery Strategy for Business Process Monitoring

Why Business Process Management? SAP R/3 BW CRM Headquarter Customer SCM/APO Production Supplier SRM/EBP Distributor Legacy System Subcontractor Warehouse In the last few years the IT world of SAP customers has grown much more complex. Instead of one single R/3 system there are now extensive system landscapes distributed over the entire globe and involving different mySAP.com-solutions. Thus it has become much more complicated to keep track of the whole system landscape. WMS Legacy System

Solution and Business Process Management Business Departments Operation concept including Monitoring objects Error handling procedures Escalation paths Functional and Technical View Technical View (Process-independent) Business Process Management Interface Management Functional View Technical interface description Monitoring concepts Management of changes (SAP Notes) New ABAP developments Functional process description Functional process operation and control IT Department Systems OS admin and monitoring DB administration DB backup und recovery Network monitoring Frontend management Basis/mySAP Technology System log monitoring ABAP dump analysis Performance monitoring Workload monitoring Software Change Management Business Process Business process management and interface management combine the functional view of the Business Departments and the technical view of the IT Departments to focus on the flow of the business process as a whole.

What means Business Process Management in Practice? Business Process Management means to answer the following questions: Who is responsible and checks for background job scheduling and monitoring of programs RBDAPP01, SAPMV50S, and RV60SBT1? Who monitors proactively and verifies throughput, performance, and response times of dialog transactions VA01, VL04, VL02N, and VF04? Who monitors and checks for update errors (SM13) and application log messages (SLG1)? Who monitors the interfaces? Who has to be contacted in case of the occurrence of an unknown error? Where can I find this information? Create Sales Order SAP R/3 CRM Create Delivery (SAPMV50S, VL04) Create Sales Order (RBDAPP01, VA01) Create and Print Invoice (RV60SBT1, VF04) WMS Perform Picking Send Pick Confirmation Post Goods Issue (VL02N) Customer’s business process: Internet Sales The graphic shows how the a business process is typically analyzed during an SMA Service Delivery and entered into the SAP Solution Manager The sample business process “Internet Sales”shows a typical sales order management cycle: Sales order is created in a call center using a CRM system. Sales order is sent to SAP R/3 system via IDOC to create a respective sales order in the SAP R/3 system, using transaction VA01 or program RBDAPP01. Delivery data is created using either program SAPMV50S or transaction VL04. Delivery data is sent to the customer warehouse management system (WMS) to pick the goods. A pick confirmation is sent from WMS to SAP R/3 system. Goods issue is posted on SAP R/3 using transaction VL02N. The invoice is created and printed using program RV60SBT1 or transaction VF04.

Business Process Management 1/2 Business Process Management comprises all necessary procedures to ensure the operation and the smooth and reliable flow of the core business processes to meet a company’s business requirements. A Business Process Management concept includes: Roles and responsibilities for all persons involved in the customer’s Solution Support and Monitoring Organization Documentation of the core business processes including all relevant process steps, involved interfaces, business process owners, availability requirements, performance and throughput requirements, and functional dependencies Procedures for proactive Business Process Monitoring, error handling, and escalation management for a company’s core business processes

Business Process Management 2/2 Techniques for Integration and Interface Management to ensure data quality and consistency, interface security, and recovery reliability Procedures for Program Scheduling Management including the planning, controlling, and monitoring of all system and business-process related operational activities in a distributed system landscape Methods for Master Data Maintenance regarding the exchange of master data between different software components in a distributed system landscape Procedures for Data Management and Archiving to check for and correct data inconsistencies and to avoid unnecessary data growth Measures for Change Management for a defined workflow on how changes of business processes are applied Definition of Key Performance Indicators for measurable performance key figures of business processes

SAP’s Offerings for Business Process Management 1/2 Assessment Services: Technical Integration Check (TIC, on-site, before GoLive) Solution Management Assessment (SMA, on-site, after GoLive) Optimization Service: SMO Service for Business Process Management (on-site) Creating a Business Process Management and Monitoring Concept

SAP’s Offerings for Business Process Management 2/2 Within the SAP Solution Manager: Best Practice Documents for Application and Integration Management Solution Monitoring Business Process Monitoring including Interface Monitoring Service Level Reporting Empowering Training: USCP60 Business Process Management and Monitoring SAP Solution Manager Best Practice Documents Business Process Monitoring Tool Service Level Reporting   General Business Process Management Best Practice for Solution Management Version Date: February 2002 The newest version of this Best Practice can be obtained through the SAP Solution Manager or the SAP Service Marketplace. Contents Applicability, Goals, and Requirements Best Practice Procedure 1. Creating a Business Process Management Concept 2. Managing the Resulting Documentation 3. Coordinating Management and Monitoring Activities 4. Managing Procedure Handover and Rollout 5. Coordinating Future Procedure Updates and Improvements Further Information

Business Process Monitoring Definition of Business Process Monitoring 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 Goals of Business Process Monitoring To detect problem situations as early as possible in order to solve them as fast as possible - before they become critical for the business By introducing a tool: To provide defined monitoring procedures To enable the customer’s Solution Support Organization to respond to and to solve problems more proactively

Business Process Monitoring: Concept Phases of a Software Implementation Project Strategic Framework Technical and Integration Design Technical and Operations Implementation Cutover and Start of Production Operations and Continuous Improvement Define and Create a Monitoring Concept Implement the Monitoring Concept Start Monitoring Change Management in Monitoring Step 1 Identify core business processes Step 2 Identify process steps and interfaces Step 3 Define monitoring objects and tools Step 4 Define error handling pro- cedures and escalation paths Step 5 Define monitoring activities The implementation of new software follows an implementation roadmap. In this roadmap the definition and creation of a Business Process Monitoring concept is part of the implementation section “Technical Integration and Design ” and consists of five steps. During these steps the core business process is identified and specified. The monitoring objects are determined, and the error handling procedures and monitoring activities are defined. Steps to Define and Create a Business Process Monitoring Concept

Business Process Monitoring: General Scope Business Process Monitoring includes the solution-wide observation of: Business process performance (Key Performance Indicators) Background jobs (Program Scheduling Management tasks (“Ablaufsteuerung”)) Business application logs (such as any error log, general application log, due list logs etc.) Data transfer via interfaces between software components Data consistency (update processing) Technical infrastructure and components which are required to run the business processes Required periodic monitoring tasks Business Process Monitoring is not only a tool. It rather comprises: Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration into the customer’s Solution Support Organization

Display Business Process Alerts Business Process Monitoring of a mySAP Solution Landscape SAP Solution Manager business process overview screen Display Business Process Alerts

Business Process Monitoring of a mySAP Solution Landscape Detailed business process overview screen with business process steps (high level) Display Single Alerts

Display Alert History and Detailed Information Business Process Monitoring of a mySAP Solution Landscape Business process step alert list Display Alert History and Detailed Information

Start Analysis Method in Satellite System Business Process Monitoring of a mySAP Solution Landscape Business Process Monitoring Session Documented error handling procedures and contact persons Creation of support notifications, workflow trigger, alert confirmation Start Analysis Method in Satellite System

Business Process Monitoring of a mySAP Solution Landscape Transaction SM37 in Satellite System

SAP Solution Manager 3.2: Functional Scope 1/3 Business Process Monitoring types and alert definition for: (effective from SAP R/3 Release 4.0) Background jobs (running on SAP Systems with an R/3 Basis) for daily and monthly jobs Start delay End delay Out of time window Maximum processing time Dialog transaction performance monitoring (effective from SAP R/3 Release 4.6B) of Response, queue (wait), load and generation, DB, and frontend (net) time per SAP Application Instance Update errors for transactions and programs V1 update errors / V2 update errors Application log messages Due list log messages for deliveries and billings Document volume monitoring of Inserts, updates, and deletes of any table at any time during a day All alerts which are available or can be configured in the CCMS Alert Monitor Job cancellation Wrong parallel processing Job log messages

SAP Solution Manager 3.2: Functional Scope 2/3 New monitoring type “Application Monitor” providing Monitoring of application-specific key figures Monitoring of due list logs (SAP R/3 SD) Monitoring of MRP key figures (SAP R/3 MM/PP) User exits that can be individually customized (ABAP) Interface Monitoring for: (effective from SAP R/3 Release 4.5B) ALE / EDI (IDoc) (effective from SAP R/3 Realease 4.6C) Outbound 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 qRFC Blocked queues Errors in Queue Scheduler tRFC (generic monitoring of tRFC tables) Inbound IDoc generated IDoc transferred to application IDoc transferred to dialog Application document posted Error in IDoc interface Error in application IDoc with delete flag

SAP Solution Manager 3.2: Functional Scope 3/3 Handling Features Service Level (SL) Reporting for Business Process Management based on Statistical performance data (EWA) for Service Level Agreements Aggregated per day and business process, business process step, monitoring type, and alert type The number of green, yellow, and red alerts The number of confirmed yellow and red alerts Alerts can be directly confirmed (with user and time stamp) Service Desk messages can be manually created for single and automatically created for any number of alerts E-mails (auto-reaction methods or workflow) can be automatically created for alerts

Business Process Monitoring: Release Strategy Software requirements for the SAP Solution Manager to make full usage of the Business Process Monitoring features (confer SAP Note 521820; the latest Support Packages for ST and ST-SER have to be installed): SolMan Release R/3 Basis Release Technical Release 3.1 (ST 310) 6.20 ST-SER 310/311/320 3.2 (ST 320) 6.20 ST-SER 320 Software requirements for the local R/3 Systems that will be monitored: Latest versions and Support Packages for the Solution Tools Plug-In (ST-PI) and ST-API (only for Solution Manager Releases 3.1 and 3.2) available on the SAP Service Marketplace http://service.sap.com/supporttools (see also …/installations, …/patches, and SAP Note 539977) SAP AG 2003, Business Process Management and Monitoring, Dr. Patrick Möbert / 21

Why Solution Management? Solution Management gets more and more important in the Internet century: Complex Solutions with distributed System Landscapes Past: Fully integrated applications in an SAP R/2 or R/3 System with a defined number of interfaces to legacy system(s), tools for day-to-day operation were included in and provided by the software (Software Logistics (TMS), System Monitoring (ST** Transactions, CCMS Alert Monitor), application error logs, user management etc.) Present: Internet era with different SAP and non-SAP software components for CRM, B2B (SRM, EBP), B2C, SCM (APO), BW including various interfaces and different technical components (more complex technologies) Why SAP Solution Manager? Software that serves as a central tool for system and business process operation for all systems and business processes within your Solution Landscape Implementation and Operation is covered, including documentation and monitoring of all systems and business processes (and EarlyWatch Alert and Service Level Reporting) Better supportability of your solution by SAP’s Active Global Support in case of problems and critical situations

Why Business Process Management? An overall concept for Business Process Management gets more and 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

Why Business Process Monitoring? Why Business Process Monitoring with the SAP Solution Manager? End-to-end monitoring of business processes Proactive and process-oriented alert monitoring Graphical business process representation (better visibility and overview) Structured and documented error handling procedures and contact persons to avoid redundancies in monitoring to Detect problem situations as early as possible Respond to and solve them as fast as possible One common understanding and view of the Solution for all Business Departments, IT Department, CCC, Solution Support Organization etc. Increase the business process availability and prevent cost intensive business process downtime as well as overtime for your employees Lower the Total Cost of Ownership (TCO)

Business Process Monitoring: Delivery Strategy Business Process Monitoring Configuration Business Process Monitoring will be set up and configured in the SAP Solution Manager exclusively by the delivery of the Solution Management Optimization (SMO) Service for Business Process Management (due to the complex nature of the overall configuration). This means that BPMon is not just activated by pressing a button in the SAP Solution Manager. Moreover, the customizing of Business Process Monitoring is at the moment generally not as customer self-service available (see SAP Note 521820). SAP recommends the delivery of an SAP Solution Management Assessment (SMA) Service, which gathers basically all necessary business process information in the SAP Solution Manager, before the BPM Service delivery and hence before the set up and configuration of Business Process Monitoring.

Business Process Management: Service Scope The Solution Management Optimization Service for Business Process Management comprises: The creation of a Business Process Management and Monitoring Concept including the definition of Monitoring objects Error handling procedures Escalation paths A review of roles and responsibilities of all parties taking part in the concept (optional) A hand-over procedure to apply the concept to the production environment (optional) Configuration of Business Process Monitoring in the SAP Solution Manager Wrap up presentation and summarizing service report The service covers the analysis of 1 or 2 core business processes (depending on their complexity), and its delivery is planned for 2 consultants for 3 to 5 days on-site.

BPM Service Delivery – Customer Benefits The BPM Service delivery is beneficial for your company in a sense that it will: Professional assist you with the creation of a Business Process Management and Monitoring Concept which is a requirement for a distributed and complex solution landscape. Ensure the operation and smooth and reliable flow of your company's core business processes by a defined and tool-based methodology. Establish proactive and process-oriented Business Process Monitoring procedures based on the SAP Solution Manager including the definition of monitoring objects, error handling procedures, and escalation paths. Enable your Solution Support Organization to configure, set up, and use Business Process Monitoring in the SAP Solution Manager to Detect problem situations as early as possible and to Respond to and solve them as fast as possible. Provide knowledge transfer to your Solution Support Organization in all of these areas by experienced SAP Support Consultants. By this means, increase the business process availability and prevent cost intensive business process downtime as well as overtime for your employees.

Business Process Management and Monitoring Active Global Support, SAP AG