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 U Implementierung U Wartung/Wartbarkeit U Infrastruktur Hchstmgliche Sicherheit Zuverlssigkiet und Verfgbarkeit

U U U

SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 4

SAP Web AS 6.10 Proze-Architektur

Browser
SAPGUI SAPGUI

http(s)
Prsentation

Prsentation
Internet Connection Manager (ICMAN)

Dispatcher
Caching

Applikation

Applikation
Remote SQL

ArbeitsArbeitsproze proze

ArbeitsArbeitsproze proze

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) (Intel) Sequent 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 Untersttzung von U U U

stateless und statefull Anwendungen Business Server Pages Business extensions Sicherheit U Verschlsselung (SSL or
SNC)

U Single Sign-on (Password-

U Untersttzt Unicode
SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 7

basierend oder X.509 Zertifikate) U Zentrale Benutzerverwaltung U LDAP Untersttzung U Digital Signaturen

Eine Benutzerschnittstelle fr mySAP CRM

Benutzerzentriert Optimiert gemss Kundenanforderung Flickerfrei 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

T T T T T

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

SAPs 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 SAP Solution Solution Manager Manager
Operations Section Support Section Solution Monitoring

Supporting Engines
T CCMS Monitoring
Architecture (RZ20)

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

Support Support Desk Desk

(Message (Message Handling Handling SAP SAP Note Note Assistant) Assistant)

Business Business Process Process Monitoring Monitoring System System Monitoring Monitoring

SAP SAP Remote Remote Support Support

(Microsoft (Microsoft NetMeeting NetMeeting RFC RFC Connection) Connection)

T Microsoft NetMeeting T Reporting T SAP EarlyWatch Alert

Engine

T ...

SAP SAP Service Service Marketplace Marketplace

T T T T T T T T T T
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:

T T T

Services and best practices - SAPs 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 Discovery & & Evaluation Evaluation Implementation Implementation Operations Operations & & Continuous Continuous Improvement 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 One central documentation of mySAP.com projects One shared monitoring of Business Processes Integration of Partner Services Integration of Partner Tools

SAP FIELD OPERATIONS Customer mySAP.com Solution SAP Solution Manager

Sales Consulting Discover & Evaluate E-Business scenarios One central mySAP.com project reporting Operating, Monitoring, and Tuning Services

Access

Knowledge Transfer Self Services Business Process Monitoring

Access

SAP SERVICE MARKETPLACE

SAP SUPPORT BACKOFFICE
Primary Support Product Support

Access

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 SAP R/3 4.6C SAP Web AS 6.10 planned 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:

T T T

Services and best practices - SAPs 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

T T

All components in a Solution Landscape Linked to CCMS Monitoring Architecture

Configurable Extendible

Linked to service & support procedures

Best Practices for Solution Management tasks

T T

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

T T T T T

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:

T T T

Services and best practices - SAPs 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 End User User

Creates Problem Message

Search for Solution

SAP SAP Service 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

Customers Notes Database

3
Provides Solution

SAP SAP Support 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 Solution SAP Manager Manager Solution Manager Interface
WF WF

mySAP CRM CRM mySAP 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

T T T T T T T T T T

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, Unabhngigkeit 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