1. Business Process Management and Monitoring
Active Global Support, SAP AG

2. 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

3. 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

4. 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.

5. 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.

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

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

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

15. 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

16. 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

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

18. 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

19. 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

20. 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
s (auto-reaction methods or workflow) can be automatically created for alerts

21. 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 ; 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) ST-SER 310/311/320
3.2 (ST 320) 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 (see also …/installations, …/patches, and SAP Note )
SAP AG 2003, Business Process Management and Monitoring, Dr. Patrick Möbert / 21

22. 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

23. 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

24. 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)

25. 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 ).
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.

26. 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.

27. 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.

28. Business Process Management and Monitoring
Active Global Support, SAP AG