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SAP SOLUTION MANAGER OPERATIONS

PRE REQUISITES

>> ADM 100

AFTER COMPLETION OF THIS COURSE YOU WILL BE ABLE TO:

. Administer all necessary tools and features to know around the SAP
Solution Manager
. Know all the basic functionalities of the SAP Solution Manager

COURSE CONTENTS:
1. COURSE OVERVIEW
2. Solution Manager Overview
3. Setting up solution landscapes
4. Service Desk
5. Change Request Management
6. System monitoring
7. Solution Manager Diagnostics
8. Early Watch Alert
9. Service Level and Solution Reporting
10. Service Delivery
11. Business Process Monitoring
CONSIDER CUSTOMERS SITUATION OF TODAY

1. GLOBAL OPERATIONS
2. HETEROGENEOUS SOLUTIONS
3. BUSINESS PROCESSES

NOTE: large companies today are facing a lot of new challenges in their system
management what is due to

Global operations
Heterogeneous solutions
Integrated business processes
The challenges in global operations are
Different locations, countries, languages, time zones
There is always a tradeoff between central and distributed solutions

Snagit software key :DLNAC-ZEDQ8-DT9WG-ELDXR-RC667

Good business process management needs a concept. This concept should include:
Roles and responsibilities for all persons involved in the customers support and
monitoring
organization
Documentation of the core business processes including all relevant process steps,
involved
interfaces, business process owners, availability requirements, performance and
throughput
requirements, and functional dependencies
Procedures for business-process oriented monitoring, error handling, and
escalation management for
a companys core business processes
Techniques for integration management regarding interface operation and the
interfaces impact on
business processes to ensure data quality and consistency, interface security, and
recovery reliability
Procedures for program scheduling management including the planning,
controlling, and monitoring

of all system and business-process related operational activities in a distributed

system landscape
Methods for master data maintenance regarding the exchange
of master data between different software components in a distributed system
landscape
Procedures for data management and archiving to check for and correct data
inconsistencies and to
avoid unnecessary data growth
Definition of Service Level Reporting requirements

Even though ITIL is not yet a legal standard it has become a de facto standard for IT
Service
Management worldwide. ITIL is focused on processes in operations (Service and
Support delivery). It
describes on theoretical basis which processes and tasks are necessary. ITIL is not a
software and not a
part of SAP NetWeaver. ITIL consists of books that provide a description of the
processes.
. Other de facto standards in similar areas are MOF and PRINCE2. MOF is to see as
the interpretation of
ITIL with help of Microsoft tools. ITIL should be seen as the theoretical frame, how to
operate
software and hardware landscapes. MOF is the ITIL fulfillment by Microsoft. MOF
describes which
Microsoft tools could be used in which ITIL process.
. In contrast to ITIL PRINCE2 is a de facto standard for the project management.
PRINCE 2 could be
used during implementation phase of projects.

Many of our big customers consider and follow actively the ITIL standard. Due to
this it might happen
that they ask us for SAP tools to fulfill ITIL or even if SAPs Service and Support
Consultants are ITIL
certified.
. It is useful be aware at least of ITIL terminology and differences to the SAP internal
use of certain
terms. It is also important to share a high-level understanding of what ITIL is behind
the scenes. To
claim at our customers that we as representatives of SAP Active Global Support are
aligned with ITIL,
it is not a formal requirement to have every employee ITIL certified.
. Actually SAPs way of operating and supporting matches with the ITIL standard.
Due to this we could
use ITIL for our own purposes. One of the advantages of ITL is to have the same
terms and a definition
of the processes in service and support.
.

ITIL provides best practice guidelines for service management. They describe the
different processes in
IT service management and what has to be considered in establishing and operating
these services. SAP
Solution Manager takes care of the execution of the services. It provides the tools
required for running
the services. The cooperation of ITIL and SAP Solution Manager is a meaningful
combination of
What has to be done (ITIL) and How can this be done (SAP Solution Manager) .

This slide describes which ITIL processes are defined and which SAP tools the SAP
Solution Manager
is offering to follow this ITIL standard.
. ITIL consists at the moment of descriptions for Service Support, Support delivery
and Application
management.
. ITIL groups the process into Service Support and Service Delivery processes:
Support are all processes which are necessary to operate a concrete software
solution day to day.
These are e.g. the Hot line which deals with incoming incidents.
Delivery are all processes which are necessary to offer the service support. It is
more the long term

planning and improvement of the IT services.

Service Desks is an exception within the ITIL processes. The service desk is to be
seen as an
function not as a process.
. Very important terms within the processes are customer, provider, supplier and
user. A customer is a
recipient of a service. If you have in mind an outsourcer. The outsourcer would be
the provider. He is
responsible to fulfill the requirements of the customer. May be there exist
underpinning contracts with
a third party e.g. another Hardware provider. These partners are called supplier. The
user is a person
who uses the service on a daily basis.

This slide shows the different ITIL processes from the Service Delivery area and the
tools supported.
. Furthermore it shows the connection from the Service Delivery to the Service
Support (the Change
Management and Incident Management).

The change management component in the SAP Solution Manager, and is designed
closely
to support the ITIL scenario.
. The change management is responsible to make changes requested by problem
management for solving
problems. They need standardized methods to do the changes fast and controlled.
Impacts because of
the changes should be minimized.
. For each RfC (Request for change) a priority and a category is to be defined. The
priority is again the
sum of urgency and impact. The category depends on the necessary resources for
implementing the
changes.
. The change advisory board is the community which decides about major and
immediate RfCs. It has to
pay intention to the different views: Users, Customer, Technical view, business view.
. After the implementation of an RfC the change management has to review the
results of the change.
Does the change fulfill the request?

SAP Solution Manager, as part of SAP NetWeaver, serves as a central instance

within the solution
landscape to manage the complete solution.
. This includes applications developed by SAP, customer and 3rd-party applications
based on SAP
NetWeaver, as well as other applications.
. As central instance, SAP Solution Manager provides a variety of centralized
services both for
implementing and operating your SAP solutions.
. The advantages are that you have a central point of access, that you can do endto-end process control,
that you can ensure consistency within your landscape, and that dependencies
between different
components are taken into account.

The SAP Solution Manager is NOT positioned against existing knowledge

management, solution
management and other best-of-breed solutions.
. Our strategy is not to replace existing software products at customer sites, but to
coexist and bring
additional value to the customer.
. If a best-of-breed product is chosen because it offers more functionality in a
specific area, we
recommend to evaluate the SAP Solution Manager nevertheless.
. We think that the SAP Solution Manager offering is compelling because of its
integrated, process- and
life-cycle-oriented approach and should therefore be actively used at all customer
sites.

Solution Manager for Implementation

. Procedure Model (Roadmaps)
Focus: product-specific information; no project management
Knowledge transfer to project team and technical implementation aspects are key
elements
Available services aligned with the Procedure Model
. Implementation Content
Business process repository as initial input for a process-driven design of a
customer solution
Initial focus: mySAP CRM and mySAP SCM implementations
. Tools
Basic ASAP tools (Blueprint and Master List functionality)
Integrated use of customizing and test tools
Focus: scoping, process-oriented configuration and testing, status and issue
tracking

Issues:
. Harmonize Visualization of System Landscapes in SLM and Solution Manager
. Scenarios are shipped via BPR/Service Marketplace and Master Component
Repository
. Scenarios implemented are stored in Solution Manager and SLD
. Clarify relationship between Versions in Solution Manager and and Editions in
Solution Builder
(PPMS)
. Interfaces between Solution Manager and SLM have to be defined
. Define Use Cases

On the right-hand two-thirds of the slide you have a greyed-blue box representing
the customer s
environment. Their IT landscape contains the applications we d expect to see
some SAP and some
not. In the center of this landscape we have the core business processes that drive
the company, and the
IT group s charter to implement, operate, and continually optimize these
processes, as well as the
applications. The goals of the CIO are represented in black in this box efficiency,
transparency,
control, and flexibility. (These are the four core value props that SAP Solution
Manager provides) That
is, if a CIO could maximize these four goals then the chances of success in their
mission would be
significantly increased. Moving to the left, the customer s IT landscape is connected
to the SAP
Solution Manager.
. SAP Solution Manager is a unique solution stack which enables several of its
integrated business
processes to seamlessly interact with the customer s IT landscape (change
management, service desk,

etc). These business processes are core function within SAP Solution Manager and
replace the
customer s need to purchase, implement, and maintain separate software and
hardware solutions that
provide these functions. This is one very significant benefit that SAP Solution
Manager brings the
ability to replace several un-integrated tools with a single product which provides
seamless integration,
a single user interface (for ease of use), and which comes at no extra cost as a part
of their SAP
Standard Support. The importance of SAP Solution Manager in both cost and
efficiency terms cannot
be over-stated.
. However, there s an additional benefit with SAP Solution Manager, and that is its
role as a gateway to
SAP s Active Global Support (AGS) organization and the network of over 12,000
professionals we can
call upon to assist our customers. Specifically (on the far left-hand of the slide), AGS
is able to interact
with a number of SAP organizations to ensure that our customers receive the right
assistance at the
right time. These organizations would include SAP Development, SAP Consulting,
and so on. This
unique solution stack logs the information AGS needs to address a customer s OSS
issue, which in turn
means we can respond faster and more accurately than otherwise. That is, SAP
Solution Manager
provides our customers with all the productivity and response time benefits of esupport as well as with
the certainty that their needs and challenges are being dealt with by the most
expert resource available.

The Mainstream Maintenance of the SAP Solution Manager 4.0 is geared to the
Extended Maintenance
of the SAP NetWeaver 04 release.
. SAP Solution Manager 3.2 will stay in mainstream maintenance until March 2009.
Afterwards, it will
move into customer-specific maintenance.
. SAP Solution Manager 4.0 is focusing on optimizing support processes,
collaboration, and
implementing continuous improvement processes. The mass shipment of SAP
Solution Manager 4.0
has started in April 2006..

mySAP ERP 2004 is designed to meet todays changing demands on ERP. It enables
new levels of
business process and technology integration while laying the foundation for
incremental evolution of
your solution.

Using the SAP Solution Manager along the lifecycle of your mySAP ERP solution
leads to a IDVWHU_
LPSOHPHQWDWLRQ_DQG_PRUH_HIILFLHQW_RSHUDWLRQ by providing all
implementation and upgrade content
for commonly used standard processes. In addition, projects become more
transparent by having the
up-to-date central project documentation all in one place at any point in time. To
ensure the availability
of this application management platform, a SAP Solution Manager system (minimum
requirement 3.1
SP20) is WHFKQLFDOO\_UHTXLUHG to perform any upgrade or installation of mySAP
ERP 2004.
.

mySAP ERP 2004 is designed to meet todays changing demands on ERP. It enables
new levels of
business process and technology integration while laying the foundation for
incremental evolution of
your solution.

Using the SAP Solution Manager along the lifecycle of your mySAP ERP solution
leads to a faster implementation and more efficient operation by providing all
implementation and upgrade content
for commonly used standard processes. In addition, projects become more
transparent by having the
up-to-date central project documentation all in one place at any point in time. To
ensure the availability
of this application management platform, a SAP Solution Manager system (minimum
requirement 3.1
SP20) is technically required to perform any upgrade or installation of mySAP ERP
2004.
.

These four points represent the core value proposition of SAP Solution
manager.
Transparency the ability for a CIOs solution lifecycle and IT landscape
(SAP and non-SAP) to be made transparent through SAP Solution Managers
functionality
Efficiency a platform (SAP Solution Manager) which provides best-in-class
best practices which promote efficiency and operational effectiveness, as
well as providing a gateway to SAPs support. This gateway function is

important because it leverages the Early Watch alerts which are automated,
seamless health checks for the customers SAP landscape and core
business processes.
Flexibility the capability to utilize SAP Solution Manager in a number of
different ways (use
cases) to maximize its impact on the organization and minimize operating
costs.
Control this is a critical and elusive target for a CIO, and SAP Solution
Manager is able to provide it because of its complete integration as well as
the way in which it can automatically map and analyze the core business
processes within the SAP application landscape. Inevitably, such a degree
of control will lower the time it takes to achieve a return on the
implementation of SAP Solution
Manager.

Todays system landscapes consist of multiple distributed software

components with different platform dependencies, different interfaces,
and different requirements placed on installation and change
management. An overall concept is required that facilitates the
implementation, upgrade, and maintenance of your system landscapes
including the SAP NetWeaver system landscape you are installing.
This is where SYSTEM LANDSCAPE DIRECTORY (SLD) comes into play.

The most straightforward scenario is the use of a single SLD. However,

depending on organizational, operational, or security reasons, it is also
possible to have more than one SLD distributed over the system
landscape. Automatic message forwarding as well as sophisticated
data export and import functions are provided to support the operation
of multiple SLDs

You set-up the automatic data transfer from the Landscape Information
System
(LIS) and the System Landscape Directory (SLD), to get system data for the
Solution Manager System Landscape.
The SAP Solution Manager can get server, database and system data
automatically with this data.
Prerequisities
. For using the Landscape Information System(LIS):

a.

You have assigned the Solution Manager to a transport domain in the

Transport Management System(STMS)
b. Or you have specified the Solution Manager system as the new domain
controller in the transport management system.

For using the Landscape Information System(LIS):

a. You have setup the System Landscape Directory (SLD).

The Solution Manager system data should be saved in its SLD.

Requirements
You have installed a Solution Manager Double Stack. A connection to send
system data to SLD is created automatically.
To send data from SLD to ABAP you must start a server in Java. This server
will wait for ABAP calls.
For the communication between ABAP and Java the SAP Solution Manager
needs the user SAPJSF.
The user SAPJSF is assigned in the Visual Administrator. This User is used to
read data from SLD.
You have to activate an RFC connection (such as sapsldapi_J2E) in the
Visual Administrator for SLD under Jco RFC Provider -> RFC destination.

You should choose the System Landscape Directory (SLD) as the source for
the data transfer, if SLD is set-up in your system landscape. The Landscape
Information System (LIS) only gets data about system names, clients and
software components in the systems, for systems in the transport domain.
SLD gets server and database data independently of the transport domain.
To access the SYSTEM LANDSCAPE DIRECTORY (SLD):
Choose Edit Expert Settings
Specify the server from which SLD data is to be read, as SLD Host.
You can change the other options.
You can also change these options when setting-up the System Landscape
Directory.
You can write data back into SLD by entering a value for Write Data Back into SLD.
Choose Continue.
. For further information, see System Landscape Directory in the SAP Library.

Systems outside of LIS and SLD can not be imported automatically. If you have
systems outside of LIS and SLD, you will need to maintain the configuration manually.
The job will check whether system data (client, application server or new system) has
changed and updates this data in transaction SMSY.

The System Landscape Directory (SLD) contains two kinds of contents: the
component information and the landscape description: .
The landscape description provides an exact picture of installed landscape
elements including the connections between the systems. The content of the
landscape description is created during the landscape implementation and
automatically maintained through the whole software life-cycle.
The component information describes the building blocks of solutions and
their possible combinations and dependencies. It describes the world of
installable landscape elements. The various types of dependencies between
building blocks play an important role in landscape implementation, change
management and solution validation. The content of the component
information is delivered by SAP and can be updated - for more information
about updating the component information, see SAP Note 669669.

CR- is the component repository data. It includes the possible versions,

support packages and its combinations for pre-selections. e.g. For product
R/3 there are the allowed version 3.1, 4.0b. 4.0B, 4.0C,4.7, ecc6.0 this
would be CR. With help of CR content SAP avoid wrong or non existing LD
data for SAP products.
LD- these are the concrete descriptions of existing systems e.g. There is a
R/3 System versions SID Support Package xxx
NR- is important for development if you have reserved name spaces for
developed objects.
CIM-Common Information Model -> Skip to next slide

SLD is the SAP solution of a proposal by Distributed Management Task Force

(DMTF). They founded an initiative called Web-Based Enterprise Management.
SAP is in leadership at DMTF.
The common Information Model is one outcome. It has become a de facto
standard for describing and storing data on a system landscape. The System
Landscape Directory bases on that CIM.

Central SLD for All Applications:

Simplicity is often the key to robust and easy to handle system landscapes.
The use of only one central SLD for an entire system landscape is shown
above. Possible SLD clients are the SAP Exchange Infrastructure (SAP XI), SAP
Solution Manager, WebDynpro applications, and the SAP NetWeaver
Development Infrastructure (NWDI). These systems may consist of several
instances for development (Dev), quality assurance (QA), and production
(Prod). Nevertheless, all instances are bound to one central SLD. This imposes
high demands on the SLD regarding availability and stability. High availability
concerning operation, maintenance, and upgrade of the SLD is crucial for
clients that depend on SLD data.

The system determines the displayed data automatically, if you have set-up
automatic data capture for the system landscape. The system cannot
determine all server data automatically, so you can complete it, e.g. with the
frequency.
You create attributes for servers, databases, systems, system components
and main instances, to be able to assign additional properties to them, e.g.
hardware attribute information or the person responsible for a system.

Prerequisites:
You are in the Solution Manager System Landscape transaction (SMSY).

Procedure
Select the landscape component Databases, and choose Create in the
context menu.
Enter the required data.
Choose attribute values from the possible entries help in the Other
Attributes tab.
Save the changes.

You create systems to be able to use them in Solution Manager projects.

The system determines the displayed data automatically for ABAP-based SAP
products, if you have setup automatic data capture for the system landscape.
You can enhance this data or switch the data source to manual maintenance.
For non-ABAP-based SAP products, and non-SAP-products, you must create
systems yourself, to use them in your solution landscape in operational
processing.
You can also create systems under the guidance of assistants. To call the
assistant, select the landscape component Systems, and choose Create New
System with Assistants , in the context menu.

From the System Landscape, transaction SMSY, select Landscape

Components and in the tree Systems <Product> <SID>
<Instance>.
Go to the tab Clients, select the client and choose the Generate RFC
Destinations button. A new screen Generate RFC Destinations will be
displayed. Select the RFC Destinations to be created by marking the check
boxes, and choose the User Option. You can generate RFCs automatically
from transaction SMSY.

Choose the RFC connection type Trusted System for the SAP Solution
Manager, whenever possible. This avoids having to logon again every time
that you go to a component system when using the SAP Solution Manager.
You can specify a server group for load sharing, in the RFC Destination
Attributes group box. If the specification of the message server is not
sufficient to set-up an RFC connection in your network, or your network
contains routers:
Choose Routing Information in the RFC Destination Attributes group box.
The following dialog box displays the message server data. If you have not yet
created the system message server as a server, it is created automatically and
displayed at the left-hand side under
Landscape Components, when you restart the Solution Manager System Landscape
transaction.
Specify any IP address.
Specify the routing information for the direction Solution Manager Router
Server, e.g.
/H/1.2.3.4/H/5.6.7.8/H/9.10.11.12
Specify the routing information for the direction Server Router Solution
Manager
e.g./H/1.2.3.4/H/5.6.7.8/H/9.10.11.12

Automatic Generation of RFC Destinations

The optional function for Automatic Generation of RFC Destinations requires
the following Support Package levels in the satellite systems:

Release

Software

6.20 / 6.20 SAP_BASIS / SAP_ABA SP10

6.40 / 6.40 SAP_BASIS / SAP_ABA SP00

SP