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SAP Solution Manager EarlyWatch, Service Level and

Solution Reporting
SAP Solution Manager Product Management
SAP AG

SAP AG 2005

The SAP Solution Manager is the central application management platform that companies can run in
their solution landscape to help them implement, operate, monitor, and support their SAP solutions
efficiently. SAP Solution Manager provides tools, content, and a gateway to SAP that reduce risk and
total cost of ownership (TCO).

In this presentation you will learn about the principles of SAP Solution Manager and how they help
you to optimize the management of your SAP solution.
y Reduce TCO
y Ensure reliability of your SAP solution and reduce risks
y Ease implementation and upgrades
y Ensure efficient Operations
y Continuously adapt and improve your solution

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Reporting Concept
EWA Reporting
Service Level Reporting
Solution Reporting
Summary
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ROLE of Solution Manager in Lifecycle Management


Application Management
SAP Solution Manager
Maintenance strategy, processes, and projects
Continuous improvement projects
Software Change Management
Development
Deployment

and enhancement projects

projects

Planning

Status

NetWeaver Lifecycle Management


SAP NetWeaver Administration Tools + Software Logistics
Daily system administration and monitoring
Configuration
Initial Setup
Software Maintenance Management
Business Content Lifecycle
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SOLUTION Reporting New Header in Operations

New header for all reporting


functionality within a solution
except for EWA and SLR

New reporting functionalities:


Service Reporting
Central System Administration Reporting
Availability Reporting
Service Desk Reporting
Change Request Management Reporting
Issue and Top Issue Reporting

EWA and SL Reporting still


under the header
Solution Monitoring

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KPI Reporting Architecture

System 1
EWA
Data

CCMS

SAP Solution Manager


Collected
EWA Data
+ Business
Process Data

System 2
EWA
Data

+ Additional
Service Data

SAP NetWeaver BI
EWA BI
Content

EWA Reports
Availability
Reporting
Service Level
Reporting
Service
Reporting

BI
Queries

CCMS

CCMS Monitoring Infrastructure

System n
EWA
Data

CCMS

Central
Performance
History

CPH BW
Content

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Reporting Concept
EWA Reporting
Service Level Reporting
Solution Reporting
Summary
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KPI Reporting Architecture

System 1
EWA
Data

CCMS

SAP Solution Manager


Collected
EWA Data
+ Business
Process Data

System 2
EWA
Data

+ Additional
Service Data

SAP NetWeaver BI
EWA BI
Content

EWA Reports
Availability
Reporting
Service Level
Reporting
Service
Reporting

BI
Queries

CCMS

CCMS Monitoring Infrastructure

System n
EWA
Data

CCMS

Central
Performance
History

CPH BW
Content

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WHAT is the SAP EarlyWatch Alert

What is the SAP EarlyWatch Alert?

Important system data is transmitted from SAP customer system to SAP


Solution Manager at regular intervals via remote connection

The data transferred includes only technical data with non sensitive
content, which is transparent and manageable in transaction SDCCN

SAP Solution Manager analyzes this data and provides a clear overview of
the results in a report, which can be downloaded from or distributed by SAP
Solution Manager.

Keeping total cost of ownership low and the performance of your SAP
solution high is a tremendous value to your business a value delivered by
SAP EarlyWatch Alert.

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SAP EarlyWatch Alert Content


System Configuration
Performance Overview
Workload Distribution
SAP System Operations
Hardware Capacity
Database Performance
Database Administration
Trend Analysis
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SAP EarlyWatch Alert Data Transfer

Satellite
System

Satellite
System

CUSTOMER
RF
C

Da
ta

tra

ns
fer

RFC Data transfer

C
RF

ta
Da

SAP Solution
Manager

SAP Service
Marketplace

er
sf
n
tra

Satellite
System

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SAP EWA in SAP Solution Manager: Benefits

What are the benefits of EWA in SAP Solution Manager?

If you display the EarlyWatch Alert in SAP Solution Manager, you benefit
from:
Access to detailed download data on which EWA Reports are founded
Higher availability of graphics (only a limited selection is available on
SAP Service Marketplace)
Concise, central administration and archiving possible
Allocation and documentation of tasks (in EWA Session).
Summary of EWAs and selection of content via SL Reporting
Tracking of tasks in SL Reporting.

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SAP EarlyWatch Check


Jan.
Jan.

Feb.
Feb.

March
March

April
April

May
May

June
June

July
July

August
August

SAP
Early
Watch
Alert

In SAP
Solution
Manager

Early
Watch
Check

Services
provided
by SAP

SAP EarlyWatch Alert is performed on a weekly basis at the customer site using
the SAP Solution Manager

In case of any critical alerts monitored by SAP EarlyWatch Alert, the results will
be sent in addition to the periodical reports to SAP. An SAP EarlyWatch Check will
be scheduled by SAP. Each productive installation is entitled to up to two SAP
EarlyWatch Checks per year performed by SAP within SAP Standard Support.

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SAP EarlyWatch Check

Delivered remotely by an SAP service engineer

Has a duration of one day.

Requires a designated contact person at your company

One delivery of the SAP EarlyWatch Check analyzes one component of your mySAP.com solution

Analyzes the following:

Current system status, Performance Overview, Workload distribution, Hardware Capacity Check,
Operating System, Database Performance, Database administration, SQL and ABAB Analysis

Creates a final report that :

Describes the implications of the issues discovered by the analysis

Gives detailed suggestions for solving discovered issues

Up to two SAP EarlyWatch Checks are in SAP Standard Support. Additional SAP EarlyWatch Checks
can be ordered through the SAP Service Catalog.

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EARLYWATCH Alert (EWA) and EarlyWatch Check


Satellite
System

SAP
Solution
Manager

Process EWA Data


Check EWA Report

Implement

3
If red rating

Send EWA Data


Collect Data

SAP Support

automated forward
to SAP*

Check red rated EWA


Report

recommendations

SAP
Solution Manager

Contact Customer and


create Service Plan

Deliver Services

Implement
recommendations

(for example Early


Watch)

Contact Customer

4
Customer

SAP
* forward also in case of initial connection and every four weeks

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EARLYWATCH Alert (EWA) and Solution Manager


Diagnostics

Monitored SAP System


Solution Manager Diagnostics
Abstraction

Abstraction and Aggregation

Aggregation

SAP EarlyWatch Alert


Stability

Performance

Resource
Utilization

Customers Perspective
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From a customers perspective, three primary viewpoints to a monitored Java based system exist:
y Stability
y Performance
y Resource Utilization
Typically, these viewpoints require a more condensed and much more abstract set of information than the

Solution Manager Diagnostics initially offers. Customers will try to assess their Java based system from a clearly
defined perspective trying to get a grasp of the complete picture. Although SMD does cover the complete range
of the Java system, it may not offer a convenient entry point to it as each functional area in the SMD requires
both a substantial drill-down and sophisticated knowledge.
To make the data available in SMD more easily accessible for customers, with NW SPS14 on Java side and ST-

PI 2005_2 on ABAP side SAP will extend the SMD to facilitate Abstraction and Aggregation of data
Aggregation means that values are reported over the larger time interval of a week, whilst abstraction is the

calculation of KPIs
From this Abstraction and Aggregation Layer within the SMD, the classical EarlyWatch Alert can be derived as

a weekly reporting tool, similar to the R/3 world.


Having been processed by the SMD Abstraction and Aggregation layer, the EWA will fit much more to the

requirements of customers by reporting specially designed KPIs for Java based applications on a standardized
reporting interval of a week. The EWA is the entry point to assess the systems situation based on the three
reduced viewpoints defined before. From here, the customer can easily use the SMD for a sophisticated drilldown for root-cause analysis, be it with or without the help of SAP Support.
Thus, the close collaboration of SMD and EWA is more than a mere technicality, one complementing the other

to deliver a unified approach to complex java based systems.

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EWA for Non-ABAP - KPI Coverage

KPI

Data Source

Stability

Performance

Resource
Utilization

GC Time

Garbage
Collection
Analysis

Memory Growth Rate


Memory Usage
Top iViews

Wily
Introscope
Data

Top WebDynpro
Components
Top SQL Statements
Top JCO Calls

J2EE
Portal
Activity
Reporting
GRMG

HTTP Sessions
Number of Named
Users
Most Frequently
visited iViews
Most Frequently
visited pages
Availability

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Detection criteria for customers key perspectives:


y Stability
- Availability of resources
- Impact of critical situations
y Performance
- Response Times (user perspective / technical perspective)
- Impact of critical situations
- Identification of potential usage bottlenecks ( influence of usage frequency)
y Resource Utilization
- Usage of available resources
- Correlation to users / sessions

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EWA Reporting in SAP Business Intelligence (BI)


Benefits
Customers with specific reporting needs or interest on history and
detailed analysis
Possibility to build own reporting in BI for more than one system for
several KPIs and several time intervals
Availability of detailed information about system parameters and
application parameters
SAP EarlyWatch Alert data which provides a large data pool of KPIs
and other information and will come together with Solution Manager
Landscape Data (SMSY) in BI for more than one system

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DATA Extraction Source System

EWA / BI Data Selection in


SAP Solution Manager

Fill transparent tables for BI Reporting

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SELECTED KPIs for BI

Close to 100 KPIs will be reported to the BI system !


System

Sys. Data

Performance

Modul

Server

Database

Product and
Version

Users
(H,M,L)

Current Workload
(ST03)

Workload by
Application Module
(CPU + DB)

Server (CPU +
Paging)

System Activity
Overview

Database
and Release

ABAP
Dumps

Time Profile (ST03)

Load by Application
Modul

CPU Utilization

Missing Indices

Components
and Version

System
Availability

Transaction by DB
Load

Selected Business
Process
Transactions

Memory
Utilization

I/O Performance

Notes and
Version

Update
Errors

History of
Response Times

OS-Parameter

Wait Statistics

Support
Packages

Server List

Response Times of
Transactions

Profile
Parameter

DB Growth

(z.B. DB MSSQL)

Hardware
(OS, CPU,
Memory)

DB Freespace

Kernel and
Release

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ADDITIONAL Information

For additional and updated information,


visit the SAP Service Marketplace at
www.service.sap.com/ewa

Detailed Content and Benefits

Technical Prerequisites

Click Media Library, PDF Datei Sample Report


with Explanation
Check www.service.sap.com/rkt-solman >> Technology
Consultant for SAP Tutors regarding setup of EWA

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To learn more about how MaxAttention can help you increase availability and reduce the cost of
operations, visit the SAP Service Marketplace at www.service.sap.com/maxattention.

The following elements of MaxAttention are not available for customers with Standard Support:
Service Level Agreement, named contacts, back office support. In addition of timely extension of
maintenance is only available with a MaxAttention contract.

Safeguarding is open to all customers. More information on Safeguarding, as well as on the other SAP
Support programs, Empowering and Solution Management Optimization can be found at the SAP
Service Marketplace at www.service.sap.com/supportservices. All services listed there can be ordered
individually as required.

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Reporting Concept
EWA Reporting
Service Level Reporting
Solution Reporting
Summary
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KPI Reporting Architecture Service Level Reporting

System 1
EWA
Data

CCMS

SAP Solution Manager


Collected
EWA Data
+ Business
Process Data

System 2
EWA
Data

+ Additional
Service Data

SAP NetWeaver BI
EWA BI
Content

EWA Reports
Availability
Reporting
Service Level
Reporting
Service
Reporting

BI
Queries

CCMS

CCMS Monitoring Infrastructure

System n
EWA
Data

CCMS

Central
Performance
History

CPH BW
Content

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WHAT is Service Level Management


Service Level Management (SLM)
The disciplined, proactive methodology and procedures used to
ensure that adequate levels of service are delivered to all IT users in
accordance with business priorities and at acceptable cost

Service Level Agreement (SLA)


Agreement on quality of services between service customer and
service provider
Business

Process Owner (BPO) and IT Organization

IT

Organization and Business Partner (hardware partner, software


partner, implementation partner, outsourcing partner)

Service Level Reporting (SLR)


The IT department measures and periodically communicates the
agreed service goals

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Service Level Management means to measure specific system parameters in accordance with Service
Level Agreements between two parties, organizational units, or organizations involved in the
management and operation of a customers SAP solution. The results should be reported on a regular
basis: Service Level Reporting.

A survey of the different parties involved is necessary to evaluate possible communication and
competence issues. The following organizations may participate in a customer's SAP project:
y Customer himself
y Hardware partner
y Software partner
y Implementation partner
y Outsourcing partner (e.g., for hardware hosting), support, etc.

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KEY Performance Indicators (KPIs)


KPIs should be defined to quantify and verify the success of
business process management and operation in order to support
and ensure that the defined business objectives are met
KPIs are somehow associated with business-related or businesswise indicators such as
Average

business transaction response time

Document

throughput

KPIs are used to check and ensure the performance of the business
processes
KPIs are used to ensure a stable solution environment with
performant processing
KPIs can be used as Service Level Agreements (SLAs)
SLAs and their adherence are related to certain agreements (more
technical) between different service levels or organizational units
(such as system availability etc.)

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SERVICE Level (SL) Reporting


Task
Comprehensive service level management and reporting
to administrators and customers

Target Group
IT Organizations
IT Service Provider

Benefits
Summarizing several EWAs in one report
Additional data, target values and rating possibilities
Detailed, CPH based availability reporting
Support of strategic decisions
Recommendation of optimizations
Follow-up of Tasks
-> Easing service level management

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Service Level Reporting

Is based on EarlyWatch Alert knowledge engine

Triggered regularly, for example once a week

Several systems can be summarized in one automated report

Is aimed at different areas of management (IT and application management)

Evaluates key performance indicators (KPI) and derives recommendations like ordering standard SAP
services or implementation of certain support packages and notes

Generates preconfigured recommendations that can be individually tailored and extended

Facilitates forecasting

Is linked to relevant SAP services, such as GoingLive, SAP EarlyWatch or Solution Optimization
Services

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SL Reporting Data Collection

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EARLY Watch Alert (EWA) and SL Reporting

Satellite
Systems

1
Collect
Data

Send Early
Watch Alert
(EWA) Data
+
Central
Performance
History (CPH)

SAP
Solution
Manager

Aggregate
EWA Data

Generate
Service Level
Report

Process Owner/
Business Partner

2
Forward Report

Check Report

3
Root-Cause
Analysis

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SL Reporting Benefits in Detail


Additional Functionality regarding EWA
Accounting profile (analyse number of dialogsteps, responsetimes,
CPU load etc. with the help of SU01 )
Transports (objects, programs, tables -> Tab. E070)
Average responsetimes of self-defined Transactions
Aggregated alerts out of Business Process Monitoring (backround
job reporting possible)
Trend analysis regarding:

System activity

Response time

System operation

Hardware (CPU Load Appl. Server and DB Server)

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SL Reporting News
Serice Level Reporting News with SAP Solution Manager 4.0
Maintenance of thresholds for individual KPIs
Monthly KPI Reporting
Report Type "Monthly" returns monthly data (used to be based on weekly
data)
Availability since ST-SER 700_2005_2
Current Limitations:
BW for "Query Performance" still weekly.
Data for systems < 4.6C still weekly

History for KPIs


A 12 month history is available for all KPI (Report Type "Monthly)
The history is displayed in table and chart format per KPI.

Integration of Central Performance History


Include any object out of CCMS in SL Reporting
Detailed availability monitoring

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SL Reporting Customizing of KPI Thresholds

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SL Reporting Target Values


Example: Target values and dependent rating

KPIs, without KPI Targets are displayed without Rating (


Ratings are red ( ) or green ( )

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SL Reporting KPI History with Target Values


Example: History for KPI "Avg. Response Time in Dialog Task"

Within target

Out of target

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SLR Integration of CPH (1)

Activate / deactivate CPH integration in tab Check Groups,


Monitoring Objects from CCMS Central Performance History

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SLR Integration of CPH (2)

To define the CCMS paths of monitoring objects


you want to include in Service Level Reporting,
click on check Central Performance History.

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SLR Integration of CPH (3)

Via this check you can include selected attributes of CCMS


monitoring objects and decide the threshold ranges.
The selected attributes can be shown in tables, graphical
format or both.

You can define RED and YELLOW alert threshold for upper and
lower limits and select the display of a predefined 3-month history.

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SLR Integration of CPH (4)

In check Output Group Definition, you can summarize


single object attributes into one common output list or
graphic for your Service Level Report.
At most you can summarize up to 24 different attributes
in one group.

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SLR Integration of CPH (5)

To summarize single CCMS monitoring objects attributes


into one common output list or graphic for Service Level
Reporting, choose check Output Group Assignment.

Assign attributes of CCMS monitoring objects to


previous defined group names.
At most you can summarize up to 24 different
attributes in one group (if you choose table
format output option at most 5 columns in one
group are recommended).

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CCMS Ping-Based Availability Reporting: Uptimes and


Downtimes
Define "Critical Uptime"
Uptime interval which is explicitly specified in advance for separate observation. The specified
times are considered to be the business-critical uptime intervals which require special attention
regarding availabilty reporting. Alert thresholds during this time might be different to those
defined for times outside the critical uptime intervals.

Define "Planned Downtime"


Downtime interval which is explicitly scheduled in advance for technical, administrative or
application reasons. During this time the monitored object is intentionally unavailable for the
end-user in accordance with existing service level agreements.

Calculation of "Unplanned Downtime"


Downtime interval which is not scheduled in advance. The monitored object is unavailable for
the end-user. This interval counts as unintended disruption of the production process and may
harm existing service level agreements.

Result "Detected Downtime"


Time interval in which a monitored object is not available either because it is physically not
running or because it is not accessible to the end-user. The detected downtime includes both
planned and unplanned downtime.

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CCMS Ping-Based Availability Reporting Features


Availability Types (-> what to measure)

"System availability - ABAP stack"


"System availability - JAVA stack"
"Instance availability"
"Instance logon availability"
"Logon-group availability"

Measurement Resolution and Accuracy (-> frequency)


The availability information is derived from a CCMS ping agent. The highest measurement
resolution is one sample per minute.
In total there are 1440 availability probes per day. This results in an accuracy of approx.
0,07% for each day.

Availability Formats (-> results)

"24h-Availability"
"24h-Availability, planned downtimes-adjusted"
"Critical Uptime Availabilty"
"Critical Uptime Availability, planned downtimes-adjusted"
additional output: Detected downtimes, unplanned downtimes, planned downtimes

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Technical Prerequisits
y

CCMS ping agent running on any host

CCMS Central Performance History configured to collect MTE-classes of context "Availability"

The new functionality is available for Solution Manager 3.2 and 4.0 with
the following Support Packages:
Software component ST
- ST 320

SP 14

- ST 400

SP 06

Software component ST-SER

(On Solution Manager System)

- ST-SER 620_2006_1

SP 04

- ST-SER 700_2006_1

SP 04

Software component ST-PI

(On Satellite System or CEN. On Solution Manager only required if used as CEN)

- ST-PI 2005_1_620

SP04 + SAP Note 948665

- ST-PI 2005_1_640

SP04 + SAP Note 948665

- ST-PI 2005_1_700

SP02 + SAP Note 948665

or SP05
or SP05
or SP03

Software component SAP_BASIS (On Satellite System or CEN. On Solution Manager only required if used as CEN)

(On Solution Manager System)

- SAP_BASIS 640

SP11

SAP Note 944496


- Central FAQ Note for setup and operation of SL-Reporting and CCMS ping.

SAP Note 944495


- Description of software prerequisits for the implementation of the CCMS ping-based availability reporting in the SLReporting.

SAP Note 948665


- Mandatory code enhancements for function modules from ST-PI.

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SETUP Sl-Report Customizing Summary

The customizing of all availability types, such as


Instance Availability
Instance Logon Availability
Logon-Group Availability
System Availability (ABAP/JAVA stack)
is always structured in the same way:
The required MTE-nodes are specified and the report format is customized on level
of the corresponding availability type.
The thresholds, planned downtimes and critical uptimes are customized individually on level
of a single SAP System, SAP instance or SAP logon-group.

To make customizing easier, the availability checks provide a copy function


for transferring report formats, alert thresholds, downtimes and uptimes between
a general template layer and the different levels of maintenance. (see next 2 slides for details)

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SERVICE Level Reporting Manual Postprocessing


SLR - Postprocessing: Optional maintenance of reasons
for unplanned downtimes and detected downtimes.

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REPORT Output for Individual Objects: Critical Uptime


Availability

Table format (optional)

Statistics for current


SLR time frame
Aggregation level: Day

Graphic format (optional)

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Reporting Concept
EWA Reporting
Service Level Reporting
Solution Reporting
Summary
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KPI Reporting Architecture

System 1
EWA
Data

CCMS

SAP Solution Manager


Collected
EWA Data
+ Business
Process Data

System 2
EWA
Data

+ Additional
Service Data

SAP NetWeaver BI
EWA BI
Content

EWA Reports
Availability
Reporting
Service Level
Reporting
Service
Reporting

BI
Queries

CCMS

CCMS Monitoring Infrastructure

System n
EWA
Data

CCMS

Central
Performance
History

CPH BW
Content

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SOLUTION Reporting New Header in Operations

New header for all reporting


functionality within a solution
except for EWA and SLR

New reporting functionalities:


Service Reporting
Central System Administration Reporting
Availability Reporting
Service Desk Reporting
Change Request Management Reporting
Issue and Top Issue Reporting

EWA and SL Reporting still


under the header
Solution Monitoring

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SERVICE Reporting Summary


Management Summary
This tool allows you to create custom reports for solutions and
systems for which you have maintained in transaction SMSY,
scheduled a SAP EarlyWatch Alert or GoingLive service.
You can activate the pre-selected default values, or you can insert or
add any other check tables from the SAP EarlyWatch Alert service.
The results can be displayed in a tree or list view. You can also
export the data and process it in Microsoft Excel.
Once you have configured a report, you can save a variant in order to
regenerate the report at any time.

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SERVICE Reporting Benefits


Business Value/Benefits
Flexible selection of data allows the summary of all relevant solution,
system and product data within one list
Allows IT administrators a fast overview regarding component levels,
implemented notes, users and KPIs
Display of selected data in variants allow clear information for other
users like managers and support team members
Download to Microsoft Excel allows fast integration in self-defined
Service Level Reports

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SOLUTION Reporting: System Availability and (Central)


System Administration Reporting Navigation
Navigation to Service Reporting

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SERVICE Reporting Selection

Selection of
standard services

Selection of systems
to be included

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SERVICE Reporting Selection

Add selection parameters

Include system attributes (out of SMSY)

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SERVICE Reporting Results


Detailed selection, e.g. compare implemented SAP notes
and system parameters (EWA Viewer)

Selection of service data

Add or remove any service session content

Solution Reporting result screen


Flexible list
display (ALV)
EXCEL download possible

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SERVICE Reporting

Export Table as Attachment

Archive and Distribute Report

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AVAILABILITY Reporting Summary

Management Summary
This tool supports you to create standardized custom reports
regarding the availability of solutions and systems.
There is no 100% solution to measure technical and functional
availability. Therefore an administrator typically has to contact its
customers to clarify those problems. The availability reporting
supports you to record those agreements in an efficient way.
You can select and automatically insert the (technical) availability
check from the SAP EarlyWatch Alert service.
The results can be displayed in a list view. You can also export the data
and process it in Microsoft Excel.
Once you have configured a report, you can save a variant in order to
regenerate the report at any time.

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SOLUTION Reporting: System Availability and (Central)


System Administration Reporting Navigation

Navigation to System
Availability and
Administration Reporting

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SYSTEM Availability Reporting Selection

Selection of systems to
be reported of

To selection details

Manual maintenance of system availability


(status of system availability has often to
be clarified personally with customers)

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SYSTEM Availability Manual Maintenance

Standard options
(can be modified)

Standard reasons
(can be modified)

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SYSTEM Availability Reporting Results

Availability Reporting result screen

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(CENTRAL) System Administration Reporting


System Administration reporting tool lets you create standardized,
custom reports regarding the maintenance of your SAP systems
The reporting is based on the central system administration service
sessions of your solution
Determine systems and time periods to get a report on the dedicated
LogBook entries
Once you have configured a report, you can save a variant in order to
regenerate the report at any time

Key content
Period and System selection
System Administration Reporting

Tasks from Central System Administration Session, with and


without comments

System Availability Reporting

System Availability from SAP EarlyWatch Alert

Maintained System Availability

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SYSTEM Administration Reporting Selection

Background Reporting of Central System Administration


Task Logs History:
Create Report Variants with pre-selected parameters

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Schedule Background Jobs for executing Report RDSWP_REP_SYSADM

If needed, add e-mail send parameters or print parameters to the Job


for automatic Report Output Processing

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SYSTEM Administration Reporting Selection


Possibility to define Parameters regarding the Report Content
directly in the CSA Session, Check Report Content, e.g.:
- Task Logs from/until Date
- Number of Days to be contained in the Report

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Please note: the settings in Check Report Content within the CSA session will be checked prior to the
Variant Parameters of Report RDSWP_REP_SYSADM

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SYSTEM Administration Results

Example of List Output:


Background Reporting of Central System Administration

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SERVICE Desk Reporting


Content
Reporting about Service Desk Messages assigned to a solution
Analysis
Time

Type (Business Partner, Status, Solution Infomation)

Interval

System

Data (System/IBase, Installtion number)

Business

Partner

Message

Attributes (Priority, Category, Component, Status, ...)

Grouping
z Period (Weekly, Monthly, Annually, ...)
z Status
z Component
z Category

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SERVICE Desk Reporting Typical Questions


Typical Questions to be answered by Service Desk Reporting
How many incidents were reported?
For a given time intervall, per organization, per SAP component
How long did it take to complete incidents?
Overall and specific
How many were solved with the internal solution database? How many
with SAP notes? How many with help from SAP?
How many were converted into how many change requests?
Which incidents are in process/completed ...?
By service desk employee/organization

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SERVICE Desk Reporting Selection

Selection Screen

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CHANGE Management Reporting


Content
Reporting about projects assigned to a solution
Transaction

Data (Transaction Type SDCR, Status, ...)

Organizational

Units (Partner function, Sales Organization, ...)

Project

information (ID, Type, Logical component, Status...)

System

Data

Maintainance

Units (Support packages, Notes, ...)

Transport

Requests (Request Owner, Status, ...)

Transport

Objects (Name, Package, ...)

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CHANGE Request Management Reporting Typical


Questions
Typical Questions to be answered by ChaRM Reporting
Which change requests are in process/completed ...?
By status, type, next steps , maintenance window
How long do change requests take to be completed?
Per organization, user, type, step
Which transports belong to which change request and vice versa?
What is the current transport status (in which system)?
How many incidents triggered a change request?
Per organization, SAP component
How many change requests were declined?
Per organization, user, type, by whom and why

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CHANGE Management Reporting Selection

Selection Screen

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ISSUE and Top Issue Reporting


Content
Reporting about Issues and Top Issues
Time

Interval

Status
Transaction
Context
Linked

Attributes (Name, Subject, Transaction number,...)

Information (Project, Process, ...)

Objects

z Recommended Tasks
z Service Desk Messages
z Expertise-on-Demand
z Change Request
z Issues

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ISSUE and Top Issue Reporting


Navigation

Selection Screen

Results

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Reporting Concept
EWA Reporting
Service Level Reporting
Solution Reporting
Summary
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SOLUTION Reporting Technical Content and KPIs

System 1
EWA
Data

CCMS

Collected
EWA Data
+ Business
Process Data

System 2
EWA
Data

SAP NetWeaver BI

SAP Solution Manager

+ Additional
Service Data

EWA Reports
Availability
Reporting

EWA for
non-ABAP

EWA BI
Content
New
Standard
Content

Downtime
reporting

Service Level
Reporting
CPH

Predefined
Queries

integration

Service
Reporting

Flexible data
selection

BI
Queries

CCMS

CCMS Monitoring Infrastructure

System n
EWA
Data

CCMS

Central
Performance
History

CPH BW
Content

: New Feature with SAP Solution Manager 4.0


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FOR More Information

E-learning
SAP Service Marketplace

www.service.sap.com/solutionmanager
www.service.sap.com/rkt-solman (role-based, free of charge learning maps!)
www.service.sap.com/monitoring (CCMS, GRMG, autoreaction, agents)
www.service.sap.com/bpm (Business Process Management, setup guide)
www.service.sap.com/ewa (EarlyWatch Alert, sample report)

Classroom Training
www.service.sap.com/solutionmanager >> Training

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