SAPBASIS support activities L1 L2 L3

Following are the indicative activities for L1, L2 and L3 activities for SAP BASIS
support. L2 and L3 activities would have certain overlaps during the actual work
execution.

L1 BASIS support:

o
Starting and stopping SAP instances as per requirements
o
Monitoring availability of SAP instances, Application servers
o
CCMS System Monitoring (General Monitoring Functions)
o
Checking the operating system logs, System Log
o
Output Devices in the SAP Spool System
o
Checking Spool Output Requests for Errors
o
Checking Work Process Status and process loads
o
Checking for ABAP Short Dumps
o
Checking for Update Errors
o
Checking Lock Entries
o
Checking Batch Input Sessions
o
Checking Background Jobs
o
Checking Buffer status and Swaps
o
Checking RZ20 Alert monitor threshold exceptions including page in/out, CPU & memory
utilization.
o
Monitoring Offline/ Online backups
o
Checking offline redo log files and monitoring archive log directory
o
Monitoring file system and database growth
o
TEMSE Check
o
Monitoring housekeeping jobs related to ABAP dump reorgs, spool reorg, performance
collector etc.
o
Monitoring system and database performance for response time, db time, hit ratios etc.
o
Checking operating system activity on CPU utilization, Paging etc.
o
Locking/ unlocking/ revalidating users
o
User password resetting
o
SAP Frontend installation
L2 BASIS support
o
Acknowledgement / Cleaning of alert logs
o
Cleaning/ archiving of transport logs/ import queues
o
RFC Link Maintenance
o
System performance monitoring
o
Offline/ Online backups at SAP level and backing Up ( Redo Logs online redo logs and
offline redo logs with respect to oracle)
o
Checking and Creating CBO Statistics
o
Searching for Missing Indexes
o
Memory Management: Page In / Pages Out
o
Memory Management: Ext. Memory/ Roll In/ Out etc.
o
Installing SAP License
o
Configuring the System Log

Setting Up Logon Groups

Installing Printers
Sending System Messages
Profile Generator: Maintaining Activity Groups/ Roles
User Maintenance :
User creation
Copying a User
Locking and Unlocking Users
Changing a Password
Finding a Missing Authorization
Checking Active Users
Role Attachment
Deleting Old User Master Records
Changing Administrator Passwords
Checking User Activities
o
Operation mode maintenance
Creating a New Operation Mode
Adjusting the Timetable
Manually Switching Modes
Scheduling Exception Operation
Setting Up Operation Modes
o
Activities on SAPNet
SAPNet user administration
Logging On to SAPNet - R/3 Front-end
Entering a Customer Message
Tracking Message Status
Receiving Responses from SAP
Confirming an Closing Messages
Requesting Support Packages
Downloading Files from SAP Servers
SAP's Remote Services
Opening a Connection for Remote Service
Testing a Remote Service Connection
Scheduling an Early Watch Session
Scheduling a Remote Consulting Session
Registering Developers and SAP Objects Using SSCR
Searching the Notes Database
o
Management of the Transport Management System (TMS)
Transporting Transport Requests and investigate and resolve transport failures/ errors
Determining Old Data in Transport Directories
Clearing Old Data from the Transport Directories
Maintaining Transport Landscape
o
Scheduling Jobs
Jobs for R3 Monitoring
Jobs for DB Monitoring
Other background jobs
Jobs: Scheduling Jobs
Jobs: Checking Job Status and Displaying Logs
o
Support Package/ Add-ons
o
o
o
o
o

Finding Support Packages

Downloading and Importing Support Packages
Regular Support pack installations
SPAM/ SAINT
Concepts on SPAU and SPDD while application of support packages

System Profiles and its maintenance

Client Maintenance
Maintaining Clients and client-settings
Client Copy Remote and Local
Client Export/ Import
o
Automatic Note application through SNOTE
o
Printer Configuration
o
Backup Scheduling thru DB13 and monitoring thru DB12
o
SCOT monitoring
o
Searching for Missing Indexes
o
Monitoring the Growth of Extents
o
Checking Database Performance
o
Extending the Database (Adding Data Files)
o
Making changes in Oracle Parameters based on recommendation from L3 experts for
performance optimization
o
Checking and Managing CBO statistics
o
User Training
o
o

L3 BASIS support

o
Problem troubleshooting and resolution for escalated calls.
o
SAProuter setup and OSS configuration
o
Setting up SAP Logon groups
o
Offline/ Online backups at SAP level and backing Up ( Redo Logs online redo logs and
offline redo logs with respect to oracle)
o
Naming Conventions for Backup Tapes
o
Database restoration and recovery
o
SAP installation/ re-installation and configuration
o
Planning and managing support packages and kernel patch upgradations, client copies/
transports
o
Planning and executing database upgrades
o
Database Verification - Checking Physical Structure
o
Oracle parameter review and analysis and recommendations for changes to optimize
performance.
o
Increasing Online redo log groups
o
Evaluating Results of the DB System Check
o
SDCC monitoring and management, Configuration of EWA
o
Designing , setting up and reorganization of SAP system landscapes
o
Defining standard operating procedures for backups and restoration. Change management
etc.
o
Checking and Managing CBO statistics
o
Automatic Note application through SNOTE
o
Printer Configuration
o
SCOT configuration

o
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best
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DB and index reorganization

Resolution of dead locks and timeouts
Maintenance and monitoring of DR standby server, if available
Homogenous system copy
Configuring/ re-configuring system log / alert thresholds.
Team Lead entire basis support personnel
Guiding the team technically in all areas of service defined within SAP BASIS areas
Coordination with and supporting the functional team as per requirements.
Profile / Role management and authorization management and recommendations based on
practices during day to day operations.
Implementing & Managing SAP Support Practices.
Report Generation & Presentation. Good Communication & Presentation Skills
Responsibility of Entire Basis operation and Internal and external Escalations.

The above activities related to maintenance, performance tuning, patch updation etc. would cut
across all other SAP components like BW, Solution Manager, EP, XI etc. There would be component
specific activities which shall be performed by the L1/ L2/ L3 engineer and some indicative
activities are mentioned below:

There are other activities specific to various mySAP components which can be taken up on case to
case basis
Specific to BW
o
o
o
o
o

Monitoring RSA1
Monitoring PSA and cleaning as per the defined time policy
Reviewing and reorganizing BW statistics tables as per requirements
Review tRFC queues
Scheduling and checking for BW specific reports like RSRV

Specific to EP
UME operations
Business packages download and application
Configuration for establishing backend connectivity to SAP systems.
Specific to Solution Manager
System landscape definitions
Solution Monitoring
Service desk operations
EWA operations