SAP Web Application Server

Published on June 2016 | Categories: Documents | Downloads: 51 | Comments: 0 | Views: 306
of 18
Download PDF   Embed   Report

Comments

Content

SAP Solution Manager

Dr. Ralf Rieger
SAP Deutschland AG

SAP Web Application Server – Die solide Basis fuer SAP Solution Manager

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

SAP Web AS 6.10 Prozeß-Architektur
Browser
SAPGUI SAPGUI

http(s)
Präsentation

Präsentation
Internet Connection Manager (ICMAN)

Dispatcher
Caching

Applikation

Applikation
Remote SQL

ArbeitsArbeitsprozeß prozeß

ArbeitsArbeitsprozeß prozeß

R/3

Datenbank

Repository

Datenbank
Relationale Datenbank

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 5

Offenheit: SAP Web AS-Umgebung

Hardware

UNIX Systeme Bull IBM Compaq Siemens HP, Dell, SUN

Bull/Zenith Compaq Data General ...

NCR Digital HP (Intel) Sequent (Intel) SNI IBM (Intel) (Intel)

IBM AS/400

IBM S/390

BetriebsBetriebssysteme

AIX Digital UNIX HP-UX

Reliant UNIX (SINIX) (SINIX) SOLARIS Linux

Windows NT

OS/400

OS/390 Linux (ZSerie) DB2 for OS/390

DatenDatenbanken

DB2 Common Server INFORMIX-OnLine ORACLE SAP DB

DB2 Common Server MS SQL Server INFORMIX-OnLine ORACLE

DB2 for OS/400

Frontend

Browser: Internet Explorer, Netscape, Opera, ... SAPGUI for Windows, SAPGUI for Java, SAPGUI for HTML

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 6

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-

U Unterstützt Unicode
© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 7

basierend oder X.509 Zertifikate) … Zentrale Benutzerverwaltung … LDAP Unterstützung … Digital Signaturen

Eine Benutzerschnittstelle für mySAP CRM

zBenutzerzentriert zOptimiert gemäss Kundenanforderung zFlickerfrei im Browser (IE, Netscape, ...)
© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 8

Kommunikation mit anderen Systemen

Mail System XML „sprechendes“ System SMTP

.NET

DCOM Connector/SOAP HTTP/XML SAP Web AS SQL2 DB System

RFC

Java Connector SOAP

R/3 Application SOAP Client / Server

Java

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 9

Today's Situation – The Challenge

Application Integration Reality
Business Reality

Heterogeneous solutions

T T T 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 E-Procurement 10 units Technical systems Trading Collaborative Engineering SAPMarkets Enterprise Buyer Professional Edition e-Sales

ERP non-SAP ~25 systems, different versions

Risking future success
Complex business environment Maintenance nightmare Multiple dependencies

© 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

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

SAP Solution Manager – Functional Areas and Support Engines
SAP Solution Manager SAP Solution Manager
Operations Section Support Section Solution Monitoring

Supporting Engines
„ CCMS Monitoring
Architecture (RZ20)

Predictive & Predictive & Proactive Proactive Services Services Continuous Continuous Improvement Improvement Services Services Best Practices Best Practices for Solution for Solution Management Management

Support Desk Support Desk
(Message Handling (Message Handling SAP Note Assistant) SAP Note Assistant)

Business Business Process Process Monitoring Monitoring System System Monitoring Monitoring

SAP SAP Remote Support Remote Support
(Microsoft NetMeeting (Microsoft NetMeeting RFC Connection) RFC Connection)

„ Microsoft NetMeeting „ Reporting „ SAP EarlyWatch Alert
Engine

„ ...

SAP Service Marketplace SAP Service Marketplace
„ „ „ „ „ „ „ „ „ „
Operations Concept/Requirements Operations Concept/Requirements Software Change Management Software Change Management Interfaces Management Interfaces Management Templates/Best Practices Templates/Best Practices SAP Notes Search SAP Notes 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

Ensure Technical Robustness
Discovery & Evaluation Discovery & Evaluation Implementation Implementation Operations & Operations & Continuous Improvement Continuous Improvement

! SAP GoingLive Check ! SAP EarlyWatch Check/ SAP EarlyWatch Alert Solution Management Optimization

! SAP Feasibility Check !

SAP Technical Integration Check

Business Consulting
Consulting, Partner, Support
© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 17

Consulting / Partner
Business Consulting, Support

Support
Business Consulting, Consulting, Partner

Collaboration, Tools and Platforms Collaborative Service Delivery Framework
PARTNERS
Hardware Software Implementation Service

SAP FIELD OPERATIONS Customer mySAP.com Solution SAP Solution Manager
Sales Consulting

z z z z

One central documentation of mySAP.com projects One shared monitoring of Business Processes Integration of Partner Services Integration of Partner Tools

z z z

Access

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

SAP SERVICE MARKETPLACE
SAP SUPPORT BACKOFFICE
Primary Support Product Support

Access

z z z

Team SAP Support Services Key Account Services Mission Critical Support

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 18

Service Delivery 2002
Customer
Solution Landscape

SAP

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

Extended Support Desk using mySAP CRM 3.0/3.1
Customer's System Landscape
CUS CUS PLM PLM 4.6C 4.6C FVS FVS SCM SCM
Agents

3.1I 3.1I

4.6C 4.6C

4.6C 4.6C 3.1I* 3.1I*
RFC Connsections SAP EarlyWatch Alert data transfer Support Messages

CUS CUS

CRM CRM

CRM CRM

Solution 2

Siebel Siebel

4.6C 4.6C

CUS CUS

Solution 1

SAP Solution Manager
SAP Web AS 6.10 ** SAP R/3 4.6C mySAP Workplace

Solution 3

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

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

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
Solution Solution Support Support

End User End User

Creates Problem Message

Search for Solution

SAP Service SAP Service Marketplace Marketplace

1
Application

2
SAP Solution Manager

Provides Solution

Find Solution

or
Forward Problem Message

Notes Database Service Products Best Practices DB

4
Provides Solution
© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 26

Customer‘s Notes Database

3
Provides Solution

SAP Support SAP Support

Customer Customer

SAP SAP

Future: Collaborative Support Scenarios – Support Desk (CRM)
External or Internal Customers SAP Support

mySAP.com Solutions SAP Systems Non-SAP Systems “Other” Solutions Products Infrastructure

SERVICE PROVIDER

Support Interface

SAP Solution Manager / mySAP CRM System

mySAP CRM Service SAP Solution SAP Solution Manager Manager Solution Manager Interface
WF WF

mySAP CRM mySAP CRM Middleware Middleware

CIC CIC Solution providing ... ... Tools Tools

SDB SDB

SLA SLA

Phone / Fax E-Mail, etc.

XML Partner Interface SOLUTIONS

Services Partners

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 27

Benefits

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 T T T T T T T T

Increased performance and throughput of the solution Named contacts within the SAP Support Organization *

Service Level Management / Reporting
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
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
Implementation and monitoring of software change management operations (upgrade, modifications, etc.)

Best SAP Support with integrated Support Desk
Interface to SAP: System data retrieval for fast problem solving Application sharing (Microsoft NetMeeting)

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 30

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

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 T T T T
© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 34

http://service.sap.com/solutionmanager

SAP Solution Manager Starter Pack
http://service.sap.com/servicecatalog

SAP Solution Manager CD
http://service.sap.com/softwarecatalog

SAP Standard Support
http://service.sap.com/maintenance

SAP Support Services
http://service.sap.com/supportservices

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 T T T T T T T T T T 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. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation. 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. ORACLE® is a registered trademark of ORACLE Corporation. INFORMIX®-OnLine for SAP and Informix® Dynamic ServerTM are registered trademarks of Informix Software Incorporated. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. 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.

© SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 36

Sponsor Documents

Or use your account on DocShare.tips

Hide

Forgot your password?

Or register your new account on DocShare.tips

Hide

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close