SAP Web Application Server
Content
SAP Solution Manager
Dr. Ralf Rieger
SAP Deutschland AG
SAP Web Application Server
–
Die solide Basis fuer SAP
Solution Manager
1
E-Business - Something bugging?
U Cost of implementation
U Security concerns
U Customer reluctance to use
U Cost of infrastructure
U Lack of resources to
implement effectively
U Reliability of systems
Source: line56.com, 20.7.2001
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 3
E-Business - Our Offer to Customers
SAP Web Application Server =
Commitment to
Lowest Cost-of-Ownership
Implementierung
Wartung/Wartbarkeit
Infrastruktur
Höchstmögliche Sicherheit
Zuverlässigkiet und
Verfügbarkeit
U
U
U
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 4
2
SAP Web AS 6.10 Prozeß-Architektur
Browser
SAPGUI
SAPGUI
http(s)
Präsentation
Präsentation
Internet Connection
Manager (ICMAN)
Dispatcher
ArbeitsArbeitsprozeß
prozeß
ArbeitsArbeitsprozeß
prozeß
Applikation
Caching
Applikation
Remote
SQL
Datenbank
Relationale Datenbank
R/3
Datenbank
Repository
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 5
Offenheit: SAP Web AS-Umgebung
Hardware
BetriebsBetriebssysteme
DatenDatenbanken
Frontend
UNIX Systeme
Bull
IBM
Compaq
Siemens
HP, Dell,
SUN
AIX
Digital UNIX
HP-UX
Reliant
UNIX (SINIX)
(SINIX)
SOLARIS
Linux
DB2 Common Server
INFORMIX-OnLine
ORACLE
SAP DB
Bull/Zenith
Compaq
Data General
...
NCR
Digital
HP (Intel)
(Intel) Sequent
SNI
IBM (Intel)
(Intel)
Windows NT
DB2 Common Server
MS SQL Server
INFORMIX-OnLine
ORACLE
Browser: Internet Explorer, Netscape, Opera, ...
SAPGUI for Windows, SAPGUI for Java, SAPGUI for HTML
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 6
3
IBM
AS/400
IBM
S/390
OS/400
OS/390
Linux (ZSerie)
DB2 for
OS/400
DB2 for
OS/390
SAP Web AS - Neue Eigenschaften
U HTTP(S), SMTP, XML, XSLT,
WebDAV, SOAP
U Unterstützung von
U
U
U
„stateless“ und „statefull“
Anwendungen
Business Server Pages
Business extensions
Sicherheit
Verschlüsselung (SSL or
SNC)
Single Sign-on (Password-
basierend oder X.509
Zertifikate)
Zentrale Benutzerverwaltung
LDAP Unterstützung
Digital Signaturen
U Unterstützt Unicode
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 7
Eine Benutzerschnittstelle für mySAP CRM
zBenutzerzentriert
zOptimiert gemäss Kundenanforderung
zFlickerfrei im Browser (IE, Netscape, ...)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 8
4
Kommunikation mit anderen Systemen
Mail
System
.NET
XML „sprechendes“
System
SMTP
DCOM Connector/SOAP
HTTP/XML
SAP Web
AS
RFC
SQL2
DB System
Java Connector
SOAP
R/3
Application
Java
SOAP
Client / Server
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 9
Today's Situation
–
The Challenge
5
Application Integration Reality
Business Reality
Heterogeneous solutions
T
T
T
T
Many different vendors
Custom-made solutions
Proprietary technology
Point-to-Point Integration
ERP legacy
~15 systems
SAP R/3
~30 systems,
Versions 3.11 - 4.6B
ERP non-SAP
~25 systems,
different versions
E-Procurement
10 units
Risking future success
T
T
T
Complex business
environment
Maintenance nightmare
Multiple dependencies
SAPMarkets
Enterprise Buyer
Professional Edition
Technical
systems
e-Sales
Trading
Collaborative
Engineering
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 11
Solution Management – Objectives
??
How to secure the technical installation and
operation of mySAP.com solutions?
??
??
How to ensure successful technical implementation
and operation of core business processes?
How can we close the gap between customer's ITdepartment and customer's business units
to ensure best core business controlling?
??
??
How can SAP ensure the continuous improvement
of our customers business?
How can SAP ensure the best support
for our customers in case of problems?
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 12
6
SAP Solution Manager
–
The Answer
SAP Solution Manager Features
SAP Solution Manager = central Platform for efficient
implementation and operation of mySAP.com
Framework and technical infrastructure for service delivery
On-Site (Consulting), Remote, Self Services
Central integration of service and support tools
SAP Note Assistant, Microsoft NetMeeting, Support Desk, ...
"Living" documentation
Graphical representation
Central monitoring platform
Service Level Management, System Monitoring, Business Process Monitoring
Central platform to access all relevant information from SAP
SAP Service Marketplace
SAP‘s future strategic platform for implementation and system operations
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 14
7
SAP Solution Manager – Functional Areas
and Support Engines
SAP
SAP Solution
Solution Manager
Manager
Operations Section
Predictive
Predictive &
&
Proactive
Proactive
Services
Services
Support Section
Solution Monitoring
Continuous
Continuous
Improvement
Improvement
Services
Services
Best
Best Practices
Practices
for
for Solution
Solution
Management
Management
Business
Business
Process
Process
Monitoring
Monitoring
Support
Support Desk
Desk
(Message
(Message Handling
Handling
SAP
SAP Note
Note Assistant)
Assistant)
SAP
SAP
Remote
Remote Support
Support
(Microsoft
(Microsoft NetMeeting
NetMeeting
RFC
RFC Connection)
Connection)
System
System
Monitoring
Monitoring
Supporting Engines
CCMS Monitoring
Architecture (RZ20)
Microsoft NetMeeting
Reporting
SAP EarlyWatch Alert
Engine
...
SAP
SAP Service
Service Marketplace
Marketplace
Operations
Operations Concept/Requirements
Concept/Requirements
Software
Software Change
Change Management
Management
Interfaces
Interfaces Management
Management
Templates/Best
Templates/Best Practices
Practices
SAP
SAP Notes
Notes Search
Search
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 15
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution
management and continuous optimization
Process-orientated Application Monitoring and System Monitoring
Integrated Support functionality (customer internal messages and
remote SAP Support)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 16
8
Ensure Technical Robustness
Discovery
Discovery &
& Evaluation
Evaluation
Operations
Operations &
&
Continuous
Continuous Improvement
Improvement
Implementation
Implementation
!
!
SAP GoingLive Check
!
SAP EarlyWatch Check/ SAP
EarlyWatch Alert
Solution Management Optimization
SAP Technical Integration Check
SAP Feasibility
Check
!
Business
Consulting
Consulting / Partner
Support
Business Consulting, Support
Business Consulting, Consulting,
Partner
Consulting, Partner,
Support
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 17
Collaboration, Tools and Platforms
Collaborative Service Delivery Framework
PARTNERS
Hardware
Software
Implementation
Service
z
z
z
z
SAP FIELD OPERATIONS
Customer mySAP.com Solution
One central documentation of
mySAP.com projects
One shared monitoring of
Business Processes
Integration of Partner Services
Integration of Partner Tools
Access
SAP Solution
Manager
Sales
Consulting
z
z
z
z
z
z
Knowledge Transfer
Self Services
Business Process
Monitoring
Discover & Evaluate
E-Business scenarios
One central mySAP.com
project reporting
Operating, Monitoring,
and Tuning Services
Access
Access
SAP SERVICE MARKETPLACE
SAP SUPPORT BACKOFFICE
z
z
z
Primary Support
Product Support
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 18
9
Team SAP Support Services
Key Account Services
Mission Critical Support
Service Delivery 2002
Customer
SAP
Solution Landscape
CRM
CRM
SCM
SCM
4.6C
4.6C
Red alert triggers message at SAP
SAP
EarlyWatch Alert
SAP Solution
Manager
z SAP R/3 4.6C
z SAP Web AS 6.10
zplanned SAP Web AS 6.20
SAP Solution
Manager
SAP EarlyWatch Check *
Service Delivery by SAP Service Engineer
via RFC connection (remote delivery)
* up to 2x / year included in maintenance
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 19
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution
management and continuous optimization
Process-orientated Application Monitoring and System Monitoring
Integrated Support functionality (customer internal messages and
remote SAP Support)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 20
10
Extended Support Desk using mySAP CRM 3.0/3.1
Customer's System Landscape
CUS
CUS
3.1I
3.1I
4.6C
4.6C
4.6C
4.6C
CUS
CUS
PLM
PLM
CRM
CRM
4.6C
4.6C
FVS
FVS
Solution 2
SCM
SCM
Agents
Solution 1
3.1I*
3.1I*
RFC Connsections
SAP EarlyWatch Alert
data transfer
SAP Solution
Manager
4.6C
4.6C
CRM
CRM
Siebel
Siebel
CUS
CUS
Support
Messages
Solution 3
SAP Web AS 6.10 **
SAP R/3 4.6C
mySAP Workplace
SAP Service
Marktplace
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 21
System Monitoring
All components in a
Solution Landscape
Linked to CCMS
Monitoring
Architecture
Configurable
Extendible
Linked to service &
support procedures
Best Practices for
Solution Management
tasks
Different views
Software, Hardware,
Business Processes
Business processoriented
First step to a "real"
business process
monitoring
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 22
11
Business Process Monitoring / Interface Monitoring
Different views
Business process
view selected
Linked to System
Monitoring
All components in a
solution landscape
related to the business
process
Business processoriented
Linked to single
monitoring alerts
Configurable
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 23
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution
management and continuous optimization
Process-orientated Application Monitoring and System Monitoring
Integrated Support functionality (customer internal messages and
remote SAP Support)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 24
12
Support Desk – Functions
Customer internal message handling (Support Messages)
T Messages created within the user's productive work environment
T Automatic collection of system and context data
Manage SAP Notes efficiently
T Integrated SAP Notes Search through the SAP Service Marketplace
T Implement SAP Notes automatically with the SAP Note Assistant
Customer Solution Database
T Build up your own Q&A Database
SAP Support Integration
T Send Support Message to SAP
T Receive status updates and solution within Support Desk
SAP Remote Support Integration
T Microsoft NetMeeting for application sharing between end users, SAP
Solution Manager power users and SAP Support back office experts
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 25
Working with Support Desk – Support Process
End
End User
User
Creates Problem
Message
Solution
Solution
Support
Support
Search for
Solution
2
1
Application
SAP
SAP Service
Service
Marketplace
Marketplace
Provides Solution
SAP
Solution Manager
Find
Solution
or
Notes Database
Service Products
Best Practices DB
Forward Problem
Message
4
Customer‘s
Notes Database
Provides Solution
Customer
Customer
3
SAP
SAP Support
Support
Provides Solution
SAP
SAP
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 26
13
Future: Collaborative Support Scenarios – Support Desk (CRM)
External
or Internal
Customers
SAP Support
mySAP.com
Solutions
SERVICE PROVIDER
Support
Interface
SAP Solution Manager / mySAP CRM System
Non-SAP
Systems
“Other”
Solutions
Products
WF
WF
mySAP CRM
CRM
mySAP
Middleware
Middleware
Solution Manager
Interface
SAP Solution
Solution
SAP
Manager
Manager
mySAP CRM Service
SAP
Systems
Phone / Fax
E-Mail, etc.
CIC
CIC
SDB
SDB
Solution
providing
...
...
SLA
SLA
Tools
Tools
XML Partner
Interface
Infrastructure
SOLUTIONS
Services
Partners
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 27
Benefits
14
Benefits for the Customer
Prevention or reduction of the number of escalations through
Integration of Service and Support offerings into standard business
Standardized Services
Performance enhancement for core business processes
Tools and best practices for managing system mergers, splits, upgrades
Re-engineering of customer modifications ...
Standardized special services
SQL Statement Analysis
Customer Program Analysis (ABAP)
Data Management and Archiving ...
Empowering Customers (Knowledge Transfer)
Early step-in into customer projects
Reduction of operational costs (TCO) to an acceptable level through
Optimized IT operations and solution landscapes
Reduced or postponed hardware investments (reduced database growth)
Performance Optimization
Less dependency on expensive external ressources
Living documentation saves money for all ongoing projects
* MaxAttention™ contract only
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 29
SAP Solution Manager – Customer Benefits
Increased customer satisfaction due to
T
T
Increased performance and throughput of the solution
Named contacts within the SAP Support Organization *
Service Level Management / Reporting
T
T
T
Monitoring performance and throughput of the core business processes,
interfaces and system components
Integration of SAP Active Global Support through SAP EarlyWatch Alert
IT Service Level and availability reporting
Application Management / Monitoring
T
T
Documentation / Monitoring of core business processes
Documentation / Monitoring of all system components and interfaces
(integration) relevant for core business operations
Software Change Management for the entire solution
T
Implementation and monitoring of software change management
operations (upgrade, modifications, etc.)
Best SAP Support with integrated Support Desk
T
T
Interface to SAP: System data retrieval for fast problem solving
Application sharing (Microsoft NetMeeting)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 30
15
Availability and Additional
Information
SAP Solution Manager Software
The SAP Solution Manager is available as an add-on with
additional SAP Notes on installation / configuration for all
customers.
Recommendation: SAP Web Application Server 6.10 *
T
T
SAP Workshop TSLM10 for technical installation and features
Enabling Service for basic set up of SAP Solution Manager (that is to be
ready for service delivery)
Customers who want to benefit from this new strategy with its
knowledge transfer and service delivery as well as SAP Support
connectivity need to have the SAP Solution Manager installed in
2002.
* Also available for mySAP Workplace 2.11 and SAP R/3 4.6C.
However, required for monitoring SAP Web AS 6.x systems
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 32
16
SAP Solution Manager Starter Pack
To ensure the efficient implementation of SAP Solution
Management, SAP has developed a special package:
The SAP Solution Manager Starter Pack
The software for the SAP Solution Manager is included in
standard maintenance
The SAP Solution Manager Starter Pack consists of the technical
installation of the SAP Solution Manager and on-site training
sessions delivered by certified experts (SAP/Partner).
Duration: 3 days
Consulting price: 3 x FTE depending on your local SAP Solution Manager
roll out agreement
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 33
Additional Information
The software for the SAP Solution Manager is included in standard maintenance
Newest information and hot links
T
http://service.sap.com/solutionmanager
SAP Solution Manager Starter Pack
T
http://service.sap.com/servicecatalog
SAP Solution Manager CD
T
http://service.sap.com/softwarecatalog
SAP Standard Support
T
http://service.sap.com/maintenance
SAP Support Services
T
http://service.sap.com/supportservices
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 34
17
Zusammenfassung
SAP Solution Manager fuer den
Unternehmenserfolg
T
T
T
Mehrstufige (Multi Tier) Internet
Architektur
Sichere, robuste, erprobte
Technologie:
Offenheit, Unabhängigkeit
SAP-Infrastruktur, SAP-Tools
und SAP Service & Support
Investitionsschutz
Zukunftssicherheit
Bestandsschutz
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 35
Copyright 2002 SAP AG. All Rights Reserved
T
No part of this publication may be reproduced or transmitted in any form or for any purpose without the
express permission of SAP AG. The information contained herein may be changed without prior notice.
T
Some software products marketed by SAP AG and its distributors contain proprietary software components
of other software vendors.
T
Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of
Microsoft Corporation.
T
IBM®, DB2®, OS/2®, DB2/6000®, Parallel Sysplex®, MVS/ESA®, RS/6000®, AIX®, S/390®, AS/400®, OS/390®,
and OS/400® are registered trademarks of IBM Corporation.
T
T
ORACLE® is a registered trademark of ORACLE Corporation.
T
T
UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group.
T
HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web
Consortium, Massachusetts Institute of Technology.
T
T
JAVA® is a registered trademark of Sun Microsystems, Inc.
T
SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI,
SAPPHIRE, Management Cockpit, mySAP, mySAP.com, and other SAP products and services mentioned
herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and
in several other countries all over the world. MarketSet and Enterprise Buyer are jointly owned trademarks of
SAP Markets and Commerce One. All other product and service names mentioned are the trademarks of
their respective owners.
INFORMIX®-OnLine for SAP and Informix® Dynamic ServerTM are registered trademarks of Informix
Software Incorporated.
Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin®
and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc.
JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology
invented and implemented by Netscape.
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 36
18
Dr. Ralf Rieger
SAP Deutschland AG
SAP Web Application Server
–
Die solide Basis fuer SAP
Solution Manager
1
E-Business - Something bugging?
U Cost of implementation
U Security concerns
U Customer reluctance to use
U Cost of infrastructure
U Lack of resources to
implement effectively
U Reliability of systems
Source: line56.com, 20.7.2001
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 3
E-Business - Our Offer to Customers
SAP Web Application Server =
Commitment to
Lowest Cost-of-Ownership
Implementierung
Wartung/Wartbarkeit
Infrastruktur
Höchstmögliche Sicherheit
Zuverlässigkiet und
Verfügbarkeit
U
U
U
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 4
2
SAP Web AS 6.10 Prozeß-Architektur
Browser
SAPGUI
SAPGUI
http(s)
Präsentation
Präsentation
Internet Connection
Manager (ICMAN)
Dispatcher
ArbeitsArbeitsprozeß
prozeß
ArbeitsArbeitsprozeß
prozeß
Applikation
Caching
Applikation
Remote
SQL
Datenbank
Relationale Datenbank
R/3
Datenbank
Repository
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 5
Offenheit: SAP Web AS-Umgebung
Hardware
BetriebsBetriebssysteme
DatenDatenbanken
Frontend
UNIX Systeme
Bull
IBM
Compaq
Siemens
HP, Dell,
SUN
AIX
Digital UNIX
HP-UX
Reliant
UNIX (SINIX)
(SINIX)
SOLARIS
Linux
DB2 Common Server
INFORMIX-OnLine
ORACLE
SAP DB
Bull/Zenith
Compaq
Data General
...
NCR
Digital
HP (Intel)
(Intel) Sequent
SNI
IBM (Intel)
(Intel)
Windows NT
DB2 Common Server
MS SQL Server
INFORMIX-OnLine
ORACLE
Browser: Internet Explorer, Netscape, Opera, ...
SAPGUI for Windows, SAPGUI for Java, SAPGUI for HTML
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 6
3
IBM
AS/400
IBM
S/390
OS/400
OS/390
Linux (ZSerie)
DB2 for
OS/400
DB2 for
OS/390
SAP Web AS - Neue Eigenschaften
U HTTP(S), SMTP, XML, XSLT,
WebDAV, SOAP
U Unterstützung von
U
U
U
„stateless“ und „statefull“
Anwendungen
Business Server Pages
Business extensions
Sicherheit
Verschlüsselung (SSL or
SNC)
Single Sign-on (Password-
basierend oder X.509
Zertifikate)
Zentrale Benutzerverwaltung
LDAP Unterstützung
Digital Signaturen
U Unterstützt Unicode
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 7
Eine Benutzerschnittstelle für mySAP CRM
zBenutzerzentriert
zOptimiert gemäss Kundenanforderung
zFlickerfrei im Browser (IE, Netscape, ...)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 8
4
Kommunikation mit anderen Systemen
System
.NET
XML „sprechendes“
System
SMTP
DCOM Connector/SOAP
HTTP/XML
SAP Web
AS
RFC
SQL2
DB System
Java Connector
SOAP
R/3
Application
Java
SOAP
Client / Server
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 9
Today's Situation
–
The Challenge
5
Application Integration Reality
Business Reality
Heterogeneous solutions
T
T
T
T
Many different vendors
Custom-made solutions
Proprietary technology
Point-to-Point Integration
ERP legacy
~15 systems
SAP R/3
~30 systems,
Versions 3.11 - 4.6B
ERP non-SAP
~25 systems,
different versions
E-Procurement
10 units
Risking future success
T
T
T
Complex business
environment
Maintenance nightmare
Multiple dependencies
SAPMarkets
Enterprise Buyer
Professional Edition
Technical
systems
e-Sales
Trading
Collaborative
Engineering
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 11
Solution Management – Objectives
??
How to secure the technical installation and
operation of mySAP.com solutions?
??
??
How to ensure successful technical implementation
and operation of core business processes?
How can we close the gap between customer's ITdepartment and customer's business units
to ensure best core business controlling?
??
??
How can SAP ensure the continuous improvement
of our customers business?
How can SAP ensure the best support
for our customers in case of problems?
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 12
6
SAP Solution Manager
–
The Answer
SAP Solution Manager Features
SAP Solution Manager = central Platform for efficient
implementation and operation of mySAP.com
Framework and technical infrastructure for service delivery
On-Site (Consulting), Remote, Self Services
Central integration of service and support tools
SAP Note Assistant, Microsoft NetMeeting, Support Desk, ...
"Living" documentation
Graphical representation
Central monitoring platform
Service Level Management, System Monitoring, Business Process Monitoring
Central platform to access all relevant information from SAP
SAP Service Marketplace
SAP‘s future strategic platform for implementation and system operations
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 14
7
SAP Solution Manager – Functional Areas
and Support Engines
SAP
SAP Solution
Solution Manager
Manager
Operations Section
Predictive
Predictive &
&
Proactive
Proactive
Services
Services
Support Section
Solution Monitoring
Continuous
Continuous
Improvement
Improvement
Services
Services
Best
Best Practices
Practices
for
for Solution
Solution
Management
Management
Business
Business
Process
Process
Monitoring
Monitoring
Support
Support Desk
Desk
(Message
(Message Handling
Handling
SAP
SAP Note
Note Assistant)
Assistant)
SAP
SAP
Remote
Remote Support
Support
(Microsoft
(Microsoft NetMeeting
NetMeeting
RFC
RFC Connection)
Connection)
System
System
Monitoring
Monitoring
Supporting Engines
CCMS Monitoring
Architecture (RZ20)
Microsoft NetMeeting
Reporting
SAP EarlyWatch Alert
Engine
...
SAP
SAP Service
Service Marketplace
Marketplace
Operations
Operations Concept/Requirements
Concept/Requirements
Software
Software Change
Change Management
Management
Interfaces
Interfaces Management
Management
Templates/Best
Templates/Best Practices
Practices
SAP
SAP Notes
Notes Search
Search
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 15
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution
management and continuous optimization
Process-orientated Application Monitoring and System Monitoring
Integrated Support functionality (customer internal messages and
remote SAP Support)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 16
8
Ensure Technical Robustness
Discovery
Discovery &
& Evaluation
Evaluation
Operations
Operations &
&
Continuous
Continuous Improvement
Improvement
Implementation
Implementation
!
!
SAP GoingLive Check
!
SAP EarlyWatch Check/ SAP
EarlyWatch Alert
Solution Management Optimization
SAP Technical Integration Check
SAP Feasibility
Check
!
Business
Consulting
Consulting / Partner
Support
Business Consulting, Support
Business Consulting, Consulting,
Partner
Consulting, Partner,
Support
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 17
Collaboration, Tools and Platforms
Collaborative Service Delivery Framework
PARTNERS
Hardware
Software
Implementation
Service
z
z
z
z
SAP FIELD OPERATIONS
Customer mySAP.com Solution
One central documentation of
mySAP.com projects
One shared monitoring of
Business Processes
Integration of Partner Services
Integration of Partner Tools
Access
SAP Solution
Manager
Sales
Consulting
z
z
z
z
z
z
Knowledge Transfer
Self Services
Business Process
Monitoring
Discover & Evaluate
E-Business scenarios
One central mySAP.com
project reporting
Operating, Monitoring,
and Tuning Services
Access
Access
SAP SERVICE MARKETPLACE
SAP SUPPORT BACKOFFICE
z
z
z
Primary Support
Product Support
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 18
9
Team SAP Support Services
Key Account Services
Mission Critical Support
Service Delivery 2002
Customer
SAP
Solution Landscape
CRM
CRM
SCM
SCM
4.6C
4.6C
Red alert triggers message at SAP
SAP
EarlyWatch Alert
SAP Solution
Manager
z SAP R/3 4.6C
z SAP Web AS 6.10
zplanned SAP Web AS 6.20
SAP Solution
Manager
SAP EarlyWatch Check *
Service Delivery by SAP Service Engineer
via RFC connection (remote delivery)
* up to 2x / year included in maintenance
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 19
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution
management and continuous optimization
Process-orientated Application Monitoring and System Monitoring
Integrated Support functionality (customer internal messages and
remote SAP Support)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 20
10
Extended Support Desk using mySAP CRM 3.0/3.1
Customer's System Landscape
CUS
CUS
3.1I
3.1I
4.6C
4.6C
4.6C
4.6C
CUS
CUS
PLM
PLM
CRM
CRM
4.6C
4.6C
FVS
FVS
Solution 2
SCM
SCM
Agents
Solution 1
3.1I*
3.1I*
RFC Connsections
SAP EarlyWatch Alert
data transfer
SAP Solution
Manager
4.6C
4.6C
CRM
CRM
Siebel
Siebel
CUS
CUS
Support
Messages
Solution 3
SAP Web AS 6.10 **
SAP R/3 4.6C
mySAP Workplace
SAP Service
Marktplace
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 21
System Monitoring
All components in a
Solution Landscape
Linked to CCMS
Monitoring
Architecture
Configurable
Extendible
Linked to service &
support procedures
Best Practices for
Solution Management
tasks
Different views
Software, Hardware,
Business Processes
Business processoriented
First step to a "real"
business process
monitoring
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 22
11
Business Process Monitoring / Interface Monitoring
Different views
Business process
view selected
Linked to System
Monitoring
All components in a
solution landscape
related to the business
process
Business processoriented
Linked to single
monitoring alerts
Configurable
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 23
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution
management and continuous optimization
Process-orientated Application Monitoring and System Monitoring
Integrated Support functionality (customer internal messages and
remote SAP Support)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 24
12
Support Desk – Functions
Customer internal message handling (Support Messages)
T Messages created within the user's productive work environment
T Automatic collection of system and context data
Manage SAP Notes efficiently
T Integrated SAP Notes Search through the SAP Service Marketplace
T Implement SAP Notes automatically with the SAP Note Assistant
Customer Solution Database
T Build up your own Q&A Database
SAP Support Integration
T Send Support Message to SAP
T Receive status updates and solution within Support Desk
SAP Remote Support Integration
T Microsoft NetMeeting for application sharing between end users, SAP
Solution Manager power users and SAP Support back office experts
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 25
Working with Support Desk – Support Process
End
End User
User
Creates Problem
Message
Solution
Solution
Support
Support
Search for
Solution
2
1
Application
SAP
SAP Service
Service
Marketplace
Marketplace
Provides Solution
SAP
Solution Manager
Find
Solution
or
Notes Database
Service Products
Best Practices DB
Forward Problem
Message
4
Customer‘s
Notes Database
Provides Solution
Customer
Customer
3
SAP
SAP Support
Support
Provides Solution
SAP
SAP
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 26
13
Future: Collaborative Support Scenarios – Support Desk (CRM)
External
or Internal
Customers
SAP Support
mySAP.com
Solutions
SERVICE PROVIDER
Support
Interface
SAP Solution Manager / mySAP CRM System
Non-SAP
Systems
“Other”
Solutions
Products
WF
WF
mySAP CRM
CRM
mySAP
Middleware
Middleware
Solution Manager
Interface
SAP Solution
Solution
SAP
Manager
Manager
mySAP CRM Service
SAP
Systems
Phone / Fax
E-Mail, etc.
CIC
CIC
SDB
SDB
Solution
providing
...
...
SLA
SLA
Tools
Tools
XML Partner
Interface
Infrastructure
SOLUTIONS
Services
Partners
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 27
Benefits
14
Benefits for the Customer
Prevention or reduction of the number of escalations through
Integration of Service and Support offerings into standard business
Standardized Services
Performance enhancement for core business processes
Tools and best practices for managing system mergers, splits, upgrades
Re-engineering of customer modifications ...
Standardized special services
SQL Statement Analysis
Customer Program Analysis (ABAP)
Data Management and Archiving ...
Empowering Customers (Knowledge Transfer)
Early step-in into customer projects
Reduction of operational costs (TCO) to an acceptable level through
Optimized IT operations and solution landscapes
Reduced or postponed hardware investments (reduced database growth)
Performance Optimization
Less dependency on expensive external ressources
Living documentation saves money for all ongoing projects
* MaxAttention™ contract only
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 29
SAP Solution Manager – Customer Benefits
Increased customer satisfaction due to
T
T
Increased performance and throughput of the solution
Named contacts within the SAP Support Organization *
Service Level Management / Reporting
T
T
T
Monitoring performance and throughput of the core business processes,
interfaces and system components
Integration of SAP Active Global Support through SAP EarlyWatch Alert
IT Service Level and availability reporting
Application Management / Monitoring
T
T
Documentation / Monitoring of core business processes
Documentation / Monitoring of all system components and interfaces
(integration) relevant for core business operations
Software Change Management for the entire solution
T
Implementation and monitoring of software change management
operations (upgrade, modifications, etc.)
Best SAP Support with integrated Support Desk
T
T
Interface to SAP: System data retrieval for fast problem solving
Application sharing (Microsoft NetMeeting)
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 30
15
Availability and Additional
Information
SAP Solution Manager Software
The SAP Solution Manager is available as an add-on with
additional SAP Notes on installation / configuration for all
customers.
Recommendation: SAP Web Application Server 6.10 *
T
T
SAP Workshop TSLM10 for technical installation and features
Enabling Service for basic set up of SAP Solution Manager (that is to be
ready for service delivery)
Customers who want to benefit from this new strategy with its
knowledge transfer and service delivery as well as SAP Support
connectivity need to have the SAP Solution Manager installed in
2002.
* Also available for mySAP Workplace 2.11 and SAP R/3 4.6C.
However, required for monitoring SAP Web AS 6.x systems
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 32
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SAP Solution Manager Starter Pack
To ensure the efficient implementation of SAP Solution
Management, SAP has developed a special package:
The SAP Solution Manager Starter Pack
The software for the SAP Solution Manager is included in
standard maintenance
The SAP Solution Manager Starter Pack consists of the technical
installation of the SAP Solution Manager and on-site training
sessions delivered by certified experts (SAP/Partner).
Duration: 3 days
Consulting price: 3 x FTE depending on your local SAP Solution Manager
roll out agreement
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 33
Additional Information
The software for the SAP Solution Manager is included in standard maintenance
Newest information and hot links
T
http://service.sap.com/solutionmanager
SAP Solution Manager Starter Pack
T
http://service.sap.com/servicecatalog
SAP Solution Manager CD
T
http://service.sap.com/softwarecatalog
SAP Standard Support
T
http://service.sap.com/maintenance
SAP Support Services
T
http://service.sap.com/supportservices
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 34
17
Zusammenfassung
SAP Solution Manager fuer den
Unternehmenserfolg
T
T
T
Mehrstufige (Multi Tier) Internet
Architektur
Sichere, robuste, erprobte
Technologie:
Offenheit, Unabhängigkeit
SAP-Infrastruktur, SAP-Tools
und SAP Service & Support
Investitionsschutz
Zukunftssicherheit
Bestandsschutz
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 35
Copyright 2002 SAP AG. All Rights Reserved
T
No part of this publication may be reproduced or transmitted in any form or for any purpose without the
express permission of SAP AG. The information contained herein may be changed without prior notice.
T
Some software products marketed by SAP AG and its distributors contain proprietary software components
of other software vendors.
T
Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of
Microsoft Corporation.
T
IBM®, DB2®, OS/2®, DB2/6000®, Parallel Sysplex®, MVS/ESA®, RS/6000®, AIX®, S/390®, AS/400®, OS/390®,
and OS/400® are registered trademarks of IBM Corporation.
T
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T
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UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group.
T
HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web
Consortium, Massachusetts Institute of Technology.
T
T
JAVA® is a registered trademark of Sun Microsystems, Inc.
T
SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI,
SAPPHIRE, Management Cockpit, mySAP, mySAP.com, and other SAP products and services mentioned
herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and
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SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 36
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