Beruflich Dokumente
Kultur Dokumente
All E-Learning capabilities you learned about earlier can be used for Upgrade
Projects as well for Delta Training of end-users
Lesson Summary
You should now be able to:
Explain the phases of an upgrade project
Explain how the SAP Solution Manager can support the different phases
Which content is available for upgrade projects
Unit Summary
You should now be able to:
Describe the global template/rollout approach
Use the SAP Solution Manager in a local rollout project
Explain the global features of templates
Explain the phases of an upgrade project
Explain how the SAP Solution Manager can support the different phases
Which content is available for upgrade projects
2. List the tasks in the project preparation phase of the local roll-out project.
3. To pass the global attribute to the sub nodes of a structure element, select the
attribute and choose .
Fill in the blanks to complete the sentence.
Answers
1. In global roll-out scenarios, you define a global template at headquarters and
place scenarios, Blueprint documents, and configuration in the template.
Answer: headquarters
2. List the tasks in the project preparation phase of the local roll-out project.
Answer: The tasks in the project preparation phase of the local rollout
project are:
Create a local roll-out project of the type implementation.
Select one or multiple templates and related scenarios in the Scope
tabbed page.
3. To pass the global attribute to the sub nodes of a structure element, select
the attribute and choose Pass On Global Attribute.
Unit Overview
This unit introduces participants to the functions delivered with the SAP Solution
Manager to manage, support, and optimize the productive environment. The
unit focuses on the following key functions for operations: Services and Service
Delivery, Solution/Business Process Monitoring, and the SAP Solution Manager
Support Desk.
Unit Objectives
After completing this unit, you will be able to:
Unit Contents
Lesson: Solution Monitoring ...................................................218
Lesson Overview
This lesson provides a look into Solution Monitoring provided by Solution
Manager.
Lesson Objectives
After completing this lesson, you will be able to:
Describe the concept of Solution Monitoring and its components.
Business Example
One of the advantages of implementing a Solution Manager system is that it
can fulfill the role a central monitoring and reporting system. From a technical
perspective, basis administrators can monitor systems and their components in
Solution Manager. From a business perspective, functional teams can use business
process monitoring functionality to ensure the flow of business processes.
A Shift in Needs
In the past few years, the SAP environment has evolved and grown from the
concept of single systems to solutions spanning multiple systems and landscapes.
Older tools used for monitoring, while still useful for individual system
components, cannot provide a complete solution necessary for the larger SAP
environment. For this reason, SAP uses the concept of Solution Monitoring in
the Solution Manager product.
Solution Monitoring
The goal of Solution Monitoring is to:
Provide a central point of access to all data relevant for monitoring
Provide a disciplined, proactive methodology and procedures used to ensure
that adequate levels of service are delivered to all IT users in accordance
with business priorities and at acceptable costs
Solution Monitoring is:
Business-Process oriented
Software solution landscape oriented
Configurable, linked to expert analysis and administration tools
Open and extensible covering all software components in the IT landscape
from R/3 to the newest SAP product releases and non-SAP products
As in the past, third-party system management consoles can still be used (for
more advanced alerting and escalation features, for example). These tools do not
interface with the Solution Manager, but with the agents running on the individual
hosts, as before.
System Monitoring
Goals of system monitoring:
Financial savings due to reduced probability of system downtime or business
process interruptions and overtime costs
Improvement in motivation of IT staff
Higher end-user satisfaction
Realization within Solution Manager:
System monitoring of core components to detect critical situations as early
as possible
Support operators working with SAP solutions
System monitoring and Central System Administration complement each
other
The system monitoring in the SAP Solution Manager uses the CCMS (transaction
RZ20) architecture. This means that system alerts, which occur in the CCMS
of the satellite systems, are passed to the SAP Solution Manager via RFC
connections. Solution Manager shows these alerts in a graphic or in Early Watch
sessions. The alerts can be handled directly from the Solution Manager without
having to manually go to the system generating the alert.
Alerts thresholds are centrally managed in the Solution Manager system. Upon
saving, they are transferred to the appropriate Satellite system via RFC.
Lesson Summary
You should now be able to:
Describe the concept of Solution Monitoring and its components.
Unit Summary
You should now be able to:
Describe the concept of Solution Monitoring and its components.
Answers
1. Both System Monitoring and Business Process Monitoring are based on the
Computer Center Management System or CCMS architecture for real-time
alerts on satellite systems.
Unit Overview
Unit Objectives
After completing this unit, you will be able to:
Understand the service infrastructure that can be provided by the SAP
Solution Manager
Explain the functions of the SAP Solution Manager Service Desk
Unit Contents
Lesson: Services Delivery .....................................................228
Lesson: Service Desk ..........................................................234
Exercise 7: SAP Solution Manager - Use in Operations ..............237
Lesson Overview
This lesson describes the service infrastructure that can be provided by the SAP
Solution Manager.
Lesson Objectives
After completing this lesson, you will be able to:
Understand the service infrastructure that can be provided by the SAP
Solution Manager
Business Example
You have completed the implementation of the solution and are ready to go
live with production. The business process and system information should be
communicated to the Operations/Support teams, who are responsible for the
productive environment.
The SAP Solution Manager is the central navigation platform for key activities
in operations.
Service Infrastructure
The objective of the SAP Solution Manager is to combine all aspects of SAP
Service and Support offerings (services, message handling, tools, knowledge
products) in a central portal and facilitate the delivery.
The infrastructure of the Solution Management Strategy also includes the SAP
Service Marketplace. There are several scenarios in which this infrastructure
can be used, such as:
Self Services: The Solution Manager enables customers to deliver services
using SAPs proven technology and know-how.
Remote Services: SAP Support can log on to the customers Solution
Manager system to deliver a remote service.
On-site Services: SAP Support or Consultants can use the Solution Manager
to deliver services on-site. They can use the information stored in the
Solution Manager and avoid gathering the required data each time.
Search for Information or Services: Searching for information can be a
challenging task especially if you have to consider so many details to
find the information, that exactly fits your situation. If you use the Solution
Manager to access the SAP Service Marketplace, you are directed to
information that fits the data collected by the solution manager. You do not
need to dig through a lot of information to get the relevant data.
An example of a Service delivery scenario with the SAP Solution Manager is the
EarlyWatch Alert/SAP EarlyWatch Check.
The satellite systems of the solution landscape regularly report EarlyWatch Alert
data to the central Solution Manager system.
EarlyWatch data shows the technical status of systems and provides information
such as top load transactions.
This data can be aggregated to a regular service-level report that shows the status
of all systems that contribute to the solution landscape.
A red alert sends a notification with the details of the alert to SAP.
SAP can provide support through remote delivery (RFC connection).
After maintaining the systems and business processes, the SAP Solution Manager
automatically proposes (Self) Services and Best Practices to implement and
operate the SAP solution.
The Safeguarding program covers the technical aspects of overall risk
management during the entire life-cycle of the solution. Based on standardized
checks and services, customers are guided through all the stages of their projects.
Guaranteeing technical robustness through safeguarding means a reduction of the
total cost of ownership.
All services can be ordered through the SAP Service Marketplace
SAP Active Global Support Services such as GoingLive and EarlyWatch are
available under Predictive and Proactive Services.
Specific optimization services for system operation (Technical Optimization
Services) are proposed under Continuous Improvement Services.
Lesson Summary
You should now be able to:
Understand the service infrastructure that can be provided by the SAP
Solution Manager
Lesson Overview
This lesson will help you understand the functions of the SAP Solution Manager
Service Desk.
Lesson Objectives
After completing this lesson, you will be able to:
Explain the functions of the SAP Solution Manager Service Desk
Business Example
You are the project manager of the development team. You have decided to
implement the SAP Solution Manager, which enables the creation of a SAP
Service Desk, an efficient internal and external support organization. Your team
needs to create a SAP Service Desk, which ensures that the solution management
cost of your organization is significantly reduced.
The SAP Solution Manager enables collaboration from end-user support to SAP
back-office resources. The SAP Service Desk lowers your solution management
cost by setting up an efficient internal and external support organization.
All SAP users can directly contact their support unit from within their daily work
environment. End-users in the satellite systems of the solution landscape can send
support notifications to the central Solution Manager system.
You see these notifications in the Support Notification Portal of the SAP Solution
Manager. Relevant system data (transaction code and Support Package level) is
automatically copied to Support Notification.
The support employee can access this data and use advanced tools such as:
SAP Notes Search
SAP Notes Assistant
Workflow and e-mail notification
Microsoft NetMeeting for application sharing
Interface to SAP Service Marketplace to send Support Notifications to SAP
Active Global Support
SAP has enlarged the SAPRouter interface so that Customer Service Desk
employees and SAP Active Global Support employees can view an end-user's
Desktop or front-end installations while resolving an issue, for example, to test an
application directly from a specific client.
Service Desk Functions