Business Process Management and Monitoring Active Global Support SAP America

Topics 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

Business Process Management Business Process Management means to have a concept with defined procedures to ensure the smooth and reliable flow of core business processes to meet a company’s business requirements The concept should include: Roles and responsibilities for all persons involved in the customer’s 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 business-process oriented monitoring, error handling, and escalation management for a company’s core business processes (to be continued)

Business Process Management Techniques for integration management regarding interface operation and the interfaces’ impact on business processes 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 Definition of Service Level Reporting requirements

Business Process Monitoring Definition of Business Process Monitoring Business Process Monitoring is the process-oriented monitoring of the most important or critical business processes of a company It includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes Goals of Business Process Monitoring To detect critical situations as early as possible To enable the customer’s solution support organization to respond to and to solve problems as fast as possible

Types of Monitoring Proactive Monitoring Reactive Monitoring Proactive monitoring activities are performed to prevent critical situations before they occur Examples: Database table spaces and free space monitoring Performance, workload, and throughput monitoring Reactive Monitoring Once an error has occurred and detected, additional monitoring activities are required to analyse and solve the problem Update errors, ABAP dumps, Sys Log entries Application and due list log messages Automatic Monitoring An automatic monitor triggers an alert immediately after an exceptional situation has occurred SAP Solution Manager, System and Business Process Monitoring (CCMS alert monitoring), EarlyWatch Alert Workflow for IDoc error handling

Insufficient communication Business Process Management Motivation Insufficient communication Business-Department IT-Department Result: Problems that occur on the IT side can‘t be ranked by their business relevance because no-one in the IT-Department knows at what point of this Business Process the error occurred. Therefore it may happen that absolutely critical problems are not recognized as such and no action is taken. What can you do to get rid of this communication and documentation problem? Business Process Management

SAP’s Offerings for Business Process Management Within SAP’s Solution Manager: Best Practice Documents for Application and Integration Management Solution Monitoring Business Process Monitoring including Interface Monitoring Service Level Reporting 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 Concept 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 Step 4 Define error handling pro- cedures and escalation paths Step 5 Define monitoring activities Steps to Define and Create a Business Process Monitoring Concept

Aspects Business Process Management A Business Process Management Concept includes Procedures and Techniques for: Roles and responsibilities for all persons involved in the customer’s support and monitoring organization Documentation of the core business processes Procedures for business-process oriented monitoring, error handling, and escalation management Techniques for integration management regarding interface operation and the interfaces’ Procedures for program scheduling management Methods for master data maintenance Procedures for data management and archiving Definition of Service Level Reporting requirements Involved persons usually belong to the customer’s support and monitoring organization. Includes all relevant process steps, involved interfaces, business process owners, availability requirements, performance and throughput requirements, and functional dependencies. Monitoring concept contains among others error handling, and escalation management. Regards interface operation and the interfaces’ impact on business processes to ensure data quality and consistency, interface security, and recovery reliability. Includes the planning, controlling, and monitoring of all system and business-process related operational activities in a distributed system landscape. Focuses on the exchange of master data between different software components in a distributed system landscape. Purpose is to check for and correct data inconsistencies and to avoid unnecessary data growth of transactional data. Intends to control a stable and safe production environment. Intention is to ensure the adherence of committed Service Level Agreements.

Business Process Monitoring: Scope Business Process Monitoring includes the solution-wide observation of: Program scheduling management Key performance indicators Business application logs (e.g., application log, due list log etc.) Data transfer via interfaces between software components 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

Business Process Monitoring: Functional Scope Monitoring and alert definition for (effective from SAP R/3 Release 4.0): R/3 background jobs Start delay End delay Out of time window Maximum processing time exceeded Job cancelled Wrong parallel processing Job log messages Transaction performance (effective from SAP R/3 Release 4.6) Average dialog response time Update errors for transactions and programs V1 update errors / V2 update errors Application log messages Due list log messages for deliveries and billings Interfaces (effective from SAP R/3 Release 4.6/4.5) ALE / EDI qRFC All alerts which are configured in RZ20

Business Process Monitoring Solution Manager Different Monitoring Levels Business Process Monitoring (and Interface Monitoring) System Monitoring Service Level Reporting Display Alert Graphics

Business Process Monitoring Alert Graphics Different views Business process view selected Linked to System Monitoring Configurable Extendible All components in a Solution Landscape related to the business process Business process-oriented First step to a „real“ business process monitoring Linked to single monitoring alerts Display Single Alerts

Business Process Monitoring Single Monitoring Alerts Alert Graphics Monitoring Session

Business Process Monitoring Customizing Session Setup and Customizing Session for Business Process Monitoring

Business Process Monitoring - Infrastructure Solution Manager Alert Graphics Service Level Reporting Continuous Online Monitoring: Critical Alert Situations Monitoring Session (“EarlyWatch Alert Knowledge Base”) Hourly Monitoring: “Complex” Analysis Monitoring Infrastructure CCMS Monitoring Infrastructure („RZ20“) Service Data Download (SDCC) Solution Landscape

Overall Monitoring Infrastructure Solution Manager System Local R/3 System(s) SAP Solution Manager RFC SDCC Solution Repository Background job SDCC Data Collector Setup Business Process Monitoring Session Business Process Monitoring Session RFC Local Customizing Information Pool Local Monitoring Information Pool RZ20 Data Collector Central Customizing Information Pool Central Monitoring Information Pool RFC Central RZ20 Local RZ20 RZ20 Data Collector RFC

Business Process Management in Practice Business Process Management answers 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 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)

Business Process Analysis 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) Generic Information Business Process Business Process Owner Process availability Business Process Step Volume information Business requirements (time restrictions) Interfaces Application-specific Information Business Process Usage of critical functions such as variant configuration, backorder rescheduling etc. Business Process Step Typical interfaces such as external tax software, WMS Specific functions such as rush orders Incident situation is always the business process. So in order to have a useful business process management concept it is absolutely vital to analyze the business process thoroughly. For the business process always ask for the generic information (that have to be asked for every business process) and the application specific information (that have to be asked only for this specific business process). In the following slides, using an example the analysis of a business process is explained in detail

Business Process Example: Step 1 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) Going step-by-step through the business process you can identify the points of interest for BPM (here done for the steps in the SAP R/3 system). For the step „Create Sales Order“ you need to know in what modes the step will be executed. What dialog transactions or background jobs will be used to execute the step? What interfaces are used and what kind of input is performed? Are the used transaction or programs SAP standard?

Business Process Example: Step 2 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)

Business Process Example: Step 3 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)

Business Process Example: Step 4 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)

Solution Monitoring Expectations Availability Performance Accuracy Redundancy Performance Response times Throughput Workload/resource Management Accuracy Data integrity Data currency Recoverability Scheduled maintenance Security System users System resources Access control Intrusion detection Responsibilities / Viewpoints Systems Business Processes Interfaces Time Schedule hourly tasks daily weekly monthly Alert Monitoring “Keep the business running” tasks Service Level Management & Reporting Continuous improvement, planning tasks Business Scenarios and Components The customer uses a variety of Business Scenarios and components. Of these he expects a certain availability, performance, accuracy and security. In order to ensure this, he needs to look at the areas where problems may occur, i.e. at the systems, the business processes and the interfaces. And the different tasks have different intervals, at which they have to be carried out. E.g. critical issues like availability have to be checked repeatedly while may ... The term customer solution describes all parts that make up the whole landscape of the customer, including ( but not exclusively ) the SAP software. mySAP Logistics, mySAP Financials mySAP Customer Relationship Management mySAP Supply Chain Management mySAP Business Intelligence SAP Basis System ... SAP ITS SAP LiveCache Business Connector Databases

Business Process Monitoring in Solution Manager Definition of Solution Landscape Definition of Core Business Processes Information Collection and Alert Configuration Generation and Activation of Alert Configuration

Definition of the Solution Landscape CRM SAP R/3 WMS Server prdd1312 Server wdtt2435 Server hgtt6779 Server hgtt6788 Server wdtt2244 Server wdtt2674 Incident situation is always the business process. So in order to have a useful business process management concept it is absolutely vital to analyze the business process thoroughly. For the business process always ask for the generic information (that have to be asked for every business process) and the application specific information (that have to be asked only for this specific business process). In the following slides, using an example the analysis of a business process is explained in detail

Definition of the Core Business Processes Focus on the core or critical business processes. Determine for each business process: Business process owner Business requirements Dependencies on other business processes Process availability Process time constraints Document volume to be processed Process restart ability 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)

Definition of the Core Business Processes : Identify Process Steps Business Process Example: Internet Sales 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) Determine for each business process step: Execution mode (dialog transaction, program or report etc.) The corresponding software component Process step time constraints Dependencies on other process steps Related interfaces

Definition of the Core Business Processes : Identify Interfaces CRM SAP R/3 WMS Create Sales Order Create Sales Order (RBDAPP01, VA01) Create Delivery (SAPMV50S, VL04) Perform Picking Post Goods Issue (VL02N) Send Pick Confirmation Create and Print Invoice (RV60SBT1, VF04) Determine for each interface: Interface technique used (RFC, ALE / EDI etc.) Involved middleware (if any) Document volume to be processed Time constraints

Information Collection and Alert Configuration: Define Monitoring Objects 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) Define appropriate monitoring objects for each process step / interface: Performance and throughput (dialog transactions) Update errors Application log, due list logs, error logs Program Scheduling Management (background jobs)

Information Collection and Alert Configuration: Define Error Handling Procedures Business Process Example: Internet Sales 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) Define error handling procedures for each monitoring object: What has to be done in case of an error or problem? For instance, what has to be done in case of an aborted job? Is it possible to reschedule the job immediately (or the day after) or can I proceed and start the dependent succeeding job? Problem solution roadmaps Who has to be contacted in case of an unknown problem?

Information Collection and Alert Configuration: Define Escalation Paths End User Problem occurs Key User Solves Handling Problems Answers ‘How to‘-Questions Application Support (2nd Lvl.) Ownership of functional messages Reproduction in test system Solving of functional issues Search for SAP Notes Maintenance of solution database Face to face Telephone Email Support Line Feedback User Help Desk (1st Level) Logging problems into ticket system Completing initial message information Problem solving Search for solutions in solution database Categorization of messages Technical Support (2nd Level) Ownership of technical messages Solving of technical issues Implementation of SAPNet Notes Business Process Owner Providing expert knowledge concerning the business process Solving of complex customizing problems SAP Support Desk (Solution Manager)    

Information Collection and Alert Configuration: Define Monitoring Activities 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) Determine the monitoring activities for each monitoring object: What has to be monitored by whom, when, how often, with which tool, what is the error indication, what is the error handling procedure, and whom must be contacted in case of an unknown error? I.e., monitoring object, time, frequency, tool, indication, error handling procedure, escalation path

Solution Monitoring - Infrastructure Solution Manager S2 S1 S3 S4 S5 S6 R/3 APO Warehouse Alert View Service Level Reporting Continuous Monitoring: “Simple” Alert Situations Monitoring Session (“EarlyWatch Alert Knowledge Base”) Hourly, daily, weekly: “Complex” Analysis Monitoring Infrastructure CCMS Monitoring Infrastructure („RZ20“) Service Data Download Solution Landscape Catalyst R/3 APO

Integration of Third-party System Management Tools Solution Manager Third-party System monitoring tool Third-party system management console SAP Solution Manager triggers console in case of an alert Mailing lists, External call tracking system etc. CCMS Monitoring Infrastructure Monitoring agent reports alerts to SAP CCMS (Interface provided by SAP; realization by software partner) Third-party monitoring agent (e.g. for interface monitoring) Solution Landscape Catalyst R/3 APO Monitoring agent monitors third-party product or interface

Solution Monitoring - Business Process Monitoring Alert Graphics Single Monitoring Alerts Alert overview Monitoring Session

Solution Monitoring – Service Level Reporting Performance and Alerts by SAP System based on SAP EarlyWatch Alert Performance and Alerts by Business Process

Business Process Monitoring: Release Strategy Software requirements for the SAP Solution Manager to make full usage of the Business Process Monitoring features (SAP Note 521820): SolMan Release R/3 Basis Release SolMan Tech. Release 2.1 4.6C 02D 2.1 4.6D 03D 2.1 6.10 21A 3.0 6.20 3.1 (GA later 2003) Software requirements for the local R/3 Systems that will be monitored: Latest version of the TCC Basis Tools (confer SAP Note 116095) Basis transport regarding the monitoring infrastructure (data collectors etc.)

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