SLR

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Service Level Reporting

Best Practices Service Level Reporting on SAP Solution Manager 7.2 - Basics
Rev 1-2017
Contents
Introduction
➢ Abstract, Features and Prerequisites
Functional Principle
➢ SLR Setup, Background Processing and Provison of Service Level Reports
Best Practices
➢ Setup Step: “Solution Selection”
➢ Setup Step: “Variants Administration”
Miscellaneous
➢ Further Documentation and Links
© 2016 SAP SE or an SAP affiliate company. All rights reserved. Public 2

Legend
Best Practice Sections marked with this symbol show you best practices
and examples of typical use cases.
Documentation Sections marked with this symbol indicate further sources of

information such as SAP Notes or other documentation.
How-to Guide Sections marked with this symbol explain to you the details
of specific steps in the administration of your SLR Setup.

Introduction

Abstract
Service Level Reporting (SLR) belongs to the SAP Solution Manager toolsuite for system monitoring and application operations and can be accessed
through SAP Solution Manager Work Center SAP Engagement and Service Delivery. It facilitates a periodic reporting on different kinds of metrics and
indicators that are relevant for the adherence to your specific service level agreements (SLAs) in systems and business processes of your solution
landscape. An easy-to-use setup allows for flexible customization of reporting contents and offers you broad possibilities to create report documents that are
tailor-made for your individual requirements.
Using similar technology, you can think of Service Level Reporting as an ideal addition to SAP EarlyWatch Alert (EWA) in order to enhance your
reporting capabilities with regard to non-standard content and customer-specific alert thresholds. Similar to SAP EWA, Service Level Reporting follows a
reactive approach and thus focuses on the reporting of past events. It is not suitable for real-time monitoring purposes and does not contribute to the alerting
framework of the SAP Solution Manager.
Service Level Reporting is usefull for solutions with demand for customized reporting on individual SLA-indicators that goes beyond the capabilities of SAP
EWA. It enables you to exploit additional data sources such as SAP BW infoproviders or Monitoring Tree Elements (MTEs) of the SAP Computing Center
Management System (CCMS) and to combine these with selectable standard output of the SAP EWA in one comprehensive report document.
Strategy Note:
SAP CCMS/CPH is SAPs classic monitoring infrastructure for technical metrics and is part of SAP BASIS since SAP R/3. It is still actively used in many installations and can easily be added to your Service
Level Report without major effort. Today, with SAP Solution Manager, SAPs approach is to move towards a BW-based monitoring infrastructure (Monitoring and Alerting Infrastructure, MAI) which
serves as a common data source for many application operations and monitoring tools, such as System Monitoring, Root Cause Analysis, Business Process Monitoring and others.
Service Level Reporting deliberately provides access to both infrastructures. You might use them in a complementary way in order to cover all requested objects of reporting. Please remember that future
enhancements regarding the available set of monitoring objects will take place exclusively in the BW-based infrastructure.

Features
➢ The Service Level Report represents a customized collection of statistics about technical metrics, system indicators and business process indicators.
➢ One report may be designed either to encompass a dedicated solution landscape only or to contain an arbitrary, solution-independant selection of
metrics that are available on your SAP Solution Manager overall.
➢ One report may comprise from one up to all systems of a solution or your overall system landscape.
➢ There are two options for reporting time frame: A report may either run weekly, reporting the statistics for last calendar week, or monthly, consolidating
the statistics for last calendar month.
➢ An easy-to-use SLR setup UI allows for fast and flexible customization of reporting contents and metric thresholds.
➢ The concept of report variants facilitates different views on a solution with regard to report content and time horizon. An arbitrary number of different
report variants can be set up. Each variant generates its own Service Level Report. The variants may differ in systems comprised or may have different
reporting time frames and topics covered.
➢ The SAP Solution Manager operations framework is in charge of invoking fully automated, periodic Service Level Reports which are based on your
current SLR customizing settings.
➢ Automatic email notification can be used in order to distribute the latest Service Level Reports among designated recipients.

Prerequisites - Overview
Depending on the data sources you want to exploit and depending on the focus areas of your reporting activities, you must ensure the readiness of diverse
data suppliers and solution directory objects:
• SAP EarlyWatch Alert (EWA)

• BW infoproviders
• SAP Computing Center Management System / Central Performance History (CCMS / CPH)
Optional prerequisite:
• Solution Documentation / Solution Administration

Prerequisites - Details
➢ SAP EarlyWatch Alert (EWA)

SAP EarlyWatch Alert is a mandatory prerequisite to Service Level Reporting. SAP EWA must always be set up for each system that you like to include
in your SLR. For details on SAP EWA please take a look at quicklink support.sap.com/ewa.
➢ BW Infoproviders
SAP Solution Manager provides a comprehensive BW infrastructure for collecting a broad variety of metrics. Many of these standard metrics as well as
self-defined metrics can be accessed by the Service Level Report. BW infoproviders must be available and supplied with data from data collectors for
each BW metric that you like to include in your SLR. For details about reporting reporting on metrics from BW please see SAP Note 1233116.
➢ SAP Computing Center Management System / Central Performance History (CCMS/CPH)

The infrastructure for SAP CCMS/CPH is available in each system with SAP BASIS software component, either on local environments or on a central
monitoring system (CEN), such as SAP Solution Manager. The CCMS must be set up for each metric you like to include in your SLR and CPH must be
configured to run with a collection scheme which is suitable for SLR. For details about reporting on metrics from CCMS/CPH please see SAP Note
872569.
➢ Solution Documentation
Starting with SAP Solution Manager release 7.2, the way of using solutions has changed. Organizing systems and business processes by means of
different solutions is not mandatory anymore. Hence Service Level Reporting is also not restricted by any solution boundary anymore with this release.
Nevertheless, Service Level Report setup stays compatible to the solution documentation approach and supports subdividing your system landscape
into an arbitrary amount of coequal solutions.
Especially for service provider environments or at large customer installations with a high amount of systems it is recommended to make use of the
solution documentation in order to facilitate a clearly arranged SLR setup. For details about solution documentation please see
https://service.sap.com/~sapidb/012002523100011391702015E.

Functional Principle
Overview
Fiori tile Fiori tile
Background Processing
Setup for variant A

Setup for variant B
Setup for variant C
Email-Notification
runs on demand runs daily provided weekly or monthly

SLR Setup SolMan Service Execution Framework Service Level Report
Create and customize your SLR variants by choosing the Standard background job checks due dates of all SLR variants Reports are provided periodically according to your setup.
SLR Setup application tile from the Fiori launchpad. once a day and generates a new Service Level Report if required. Reports can be distributed automatically by email.

Access to SLR Setup
SAP Solution Manager Launchpad
Navigation tree Work area Application UI of Setup

Service Level Reporting
SAP Solution Manager Launchpad SLR Setup Application

Start the Fiori launchpad with transaction SOLMAN_WORKCENTER and go to Edit the SLR Setup in a web UI browser window and configure your SLR variants along
Work Group „SAP Engagement and Service Delivery“. Choose tile „Configuration – SLR“. with their properties.

Processing of Service Level Reports in Background
Service Level Reports are processed in SAP Solution Manager standard background job SM:EXEC SERVICES
2: Verifies due date 3: Processes SLR variant if due
From SLR Setup:
1x day
„SM:EXEC SERVICES“
4: Generates WORD report document
1: Picks next SLR variant
5: Sends email notification if requested

Access to available Service Level Reports
SLR Overview Panel
SAP Solution Manager Launchpad Service Level Reports Overview Panel

Start the Fiori launchpad with transaction SOLMAN_WORKCENTER and go to Choose solution and variant in the SLR overview web UI and open the desired report.
Work Group „SAP Engagement and Service Delivery“. Choose tile „Service Level Reports“.

Email Notification
SLR Overview Panel
SLR Email Recipients View
Service Level Reports Overview Panel Service Level Report Email Recipients
Select the Maintain Email Recipients button in the SLR overview panel to open the In the SLR email recipients view you are able to assign SLR variants to email recipients which
maintenance view for SLR email notifications. are available in the central notification management application of the SAP Solution Manager.

Best Practices
Setup Step: “Solution Selection”
Solution-based Views and Cross-Solution Approach
The Solution Selection is always the first step in your SLR Setup. During your SLR Setup you can
use two different views on your system landscape: You can restrict your list of selectable systems to
the ones that are available in one of your previously specified solutions, or, you can display all of the
managed systems which are available on your SAP Solution Manager at once, regardless of their
assignment to a solution. Depending on this choice, you load the corresponding set of systems into
your SLR Setup for processing their SLR content in the subsequent steps of your setup.
Navigation tree
Prerequisite for the solution-based view is that you have yet modelled your solution landscape(s)
in the Solution Administration of your SAP Solution Manager. The Solution Administration /
View of the Solution Selection node in the navigation tree of SLR-Setup
Solution Documentation is part of the Project and Process Management work group and can be
accessed via the corresponding tile in the Solution Manager launchpad.
With this method you can easily narrow down the list of available systems you want to operate with at once in your SLR Setup. In order to take advantage of the
solution-based approach in your SLR Setup, you need to maintain at least one basic solution structure which includes the desired system assignments, even if you
don‘t plan to use solution landscapes for any other purposes in your SAP Solution Manager operating concept.
For the cross-solution approach there are no further prerequisites. Solution boundaries, if used in your operating concept, are not taken into account. All managed
systems on your SAP Solution Manager are available in your SLR Setup for editing at the same time, provided that their technology type is supported by the SLR
tool.
Note: You can use both approaches in parallel. This means that you can switch to different solution views if available, or to the cross-solution view at any time. The amount of available solution views relates to the number
of solutions you have modelled in the Solution Administration and can be zero. The cross-solution view is always available in your SLR Setup as of ST-SER 720 SP06.
If used at all, you operate with solution names only in the SLR Setup. Their names will not appear later in a ready processed Service Level Report, just as little as they do not contribute to the layout structure of a Service
Level Report at all.

Solution-based Views and Cross-Solution Approach
Project and Process Management
Solution 1 SAP SAP SAP

ERP NW CRM
*simplified picture
Solution 2 SAP SAP
SAP
S/4 S/4
NW
HANA HANA
SAP SAP
ERP CRM
Solution 3 SAP
SAP
SAP
BW/4
NW ERP
HANA
Solution n SAP
SAP
SAP
S/4
SCM SRM
HANA
Solution-based views are restricting the editable systems Cross-solution reporting allows for selecting any
to managed systems available in one solution. managed system connected to SAP Solution Manager.
Modelling of solutions by using the Project and Process SAP Modelling of solutions is optional.
Management is a prerequisite. CRM
Managed systems outside of solutions (if used) can be
Managed systems outside of solutions are not accessible. included.
Not assigned SAP SAP
SAP
BW/4 S/4
ERP
HANA HANA

Setting up Solutions for solution-based Views
The next pages show you a step-by-step guidance for creating basic solutions in the Project and Process Management tool.
The solutions shown in this guide don‘t claim to satisfy the sophisticated demands of a fully qualified solution documentation.
Their principle aim is to enable you for making use of the solution-based SLR Setup in a most direct way.
You might check the SAP Help Portal for more information about „Process Management“
at https://help.sap.com/viewer/60943adf3ff44893b62c568bb8a87d17/7.2.04/en-US

Solution Administration Tool
SAP Solution Manager Launchpad Solution Administration Tool

Start the Fiori launchpad with transaction SOLMAN_WORKCENTER and go to The Solution Administration Tool enables you to visualize and maintain solution landscapes.
Work Group „Project and Process Management“. Choose tile „Solution Administration“.

Create new Solution Assign Solution Name

In the Solution Administration Tool select „Create Solution“ from the drop down menue In the „Create Solution“ popup enter a descriptive solution name and a unique technical
on the right corner of the headline. solution name.

Maintain Logical Component Groups Create Logical Component Group

Click on „Maintain Logical Component Groups“ to open the maintenance dialog for logical In the maintenance popup for logical component groups select „Create“ and assign a name,
component groups. description and technical system type to your new logical component group.

Assign Technical Systems Add Production System (with Client)

Click on „Assign Technical Systems“ to open the maintenance dialog for system assignments. In the maintenance popup for systems select branch „Production“ and scroll to item
„Production System“ in the rightmost column. Click into the field to open the system search help.

Add Production System (with Client) Solution Administration View after Save
In the system search help enter your search criteria and press „Search“ to get a result list. The Solution Administration view displays the first logical component group „ERP_1“ with
Pick the desired SID / client combination and acknowledge your selection with „OK“. system „FT7 (client 200)“ in the production branch of your new „SLR_DEMO“ solution.

Solution 1*
SAP
CRM
͌ SAP
ERP
SAP
NW
*see pg. 17
Maintain more Logical Component Groups Solution Administration View Solution 1

Optional step: Repeat the maintenance of Logical Component Groups if you want to add Example: The Solution Administration view displays the solution „SLR_DEMO“ which was
further components groups or if you want to change settings of existing component groups. modelled like the schematic presentation of „Solution 1“ in the overview picture of page 17.

The previous solution setup covers basic requirements for being able to use
solution-based views in your SLR Setup.
However, if your Solution Manager operating strategy requires a more elaborated
solution documentation for the purpose of project and process management,
solution landscapes might become much more complex. Logical component
groups might be much more numerous and there might be much more systems
assigned to each component group in order to cover all required system roles,
such as quality assurance systems, evaluation systems, production systems or
development systems. Even different branches might need to be populated, such
as the maintenance or the production branch.
All systems which are maintained in any of the available roles or branches of
your solution model are later visible in the SLR Setup when choosing the
corresponding solution view.
Example: The Solution Administration view displays the previous „SLR_DEMO“ solution with
an enhanced modelling for logical component group „ERP_1“.

Using the Solution Selection in SLR Setup
Example 1: Switching between two solution views
Value Help Navigation tree Value Help
Start ...
Work area
F4
SLR_DEMO SLR_DEMO
Choosing solution view "SLR_DEMO" from the F4 value help on the left example
.... restricts the number of systems you can edit at once in your SLR Setup session ....
to the three systems available in this solution.
PROD_LANDSCAPE_n PROD_LANDSCAPE_6
Choosing solution entry „PROD_LANDSCAPE_6 " from the F4 value help on the
.... right example loads the three managed systems which are assigned to this ....
solution into your SLR Setup session for editing.
Solution Solution
Not assigned System Not assigned System

Using the Solution Selection in SLR Setup
Example 2: Switching between solution view and cross-solution view
Value Help Navigation tree Value Help
Start ...
Work area
F4
SLR_DEMO SLR_DEMO
Choosing solution view "SLR_DEMO" from the F4 value help on the left example
.... restricts the number of systems you can edit at once in your SLR Setup session ....
to the three systems available in this solution.
PROD_LANDSCAPE_n PROD_LANDSCAPE_n
Choosing entry "Cross-solution" from the F4 value help on the right example
loads all managed systems into your SLR Setup session which are available on
.... ....
your whole SAP Solution Manager, regardless of any solution boundaries at all
Solution Solution
(if used).
Not assigned System Not assigned System

Best Practices for Solution and Cross-Solution Views
The solution-based views are most suitable for SAP Solution Manager installations that have a strong requirement for structured and clearly separated
system landscapes and where yet existing solution models can easily be reused. Especially bigger SAP installations, IT hosting provider and Value Added
Resellers with a high amount of managed systems might have this requirement in order to administrate their IT landscapes efficiently.
The solution-based setup approach along with the usage of Solution Documentation / Administration from Project and Process Management helps you
to subdivide big IT landscapes into smaller units which are easier to manage not only for Service Level Reporting. In many cases you can take advantage
of the synergistic effect of solution documentation yet in place as a standard process for other purposes, such as Change Management or Business Process
Operations.
In rare cases where the solution landscapes, yet established in the Project and Process Management for other purposes than SLR, might not meet the
requirements for SLR at all, you should add extra solutions in the Solution Administration that represent the desired landscape layout in a more suitable way.
Smaller installations might prefer to turn towards the cross-solution view for their SLR Setup. The drawback of having to work with a big and
unstructured list of systems during the SLR Setup will be compensated by the advantage of not having the need to model solution landscapes in the
Project and Process Management of SAP Solution Manager, if they are not required for other purposes in your Solution Manager operations strategy.
You can switch between different solution views or between solution views and the cross-solution view at any time during the usage of SLR Setup. Hence is
there no need for a major strategic decision before starting to work with SLR Setup.

Best Practices
Setup Step: “Variants Administration”
Report Variants in SLR Setup
The Report Variants Administration represents the second step in your SLR Setup, and
enables you to create or delete different variants of your Service Level Reports.
Report variants in the context of SLR are a mean to alternate the compilation of both, systems and
report content, for supplying differently focused Service Level Reports to different target groups.
If you use a solution-based approach in your SLR setup, a report variant can combine an arbitrary
Navigation tree
subset of systems available in the currently edited solution. If you operate your SLR Setup using
a cross-solution approach instead, then a report variant can combine an arbitrary subset of systems
View of the Report Variants Administration node in the navigation tree of SLR Setup
available in your whole system landscape. In either case you can adjust the report content of each
of the included systems individually in each report variant.
Apart from different systems and varying report content, a third possibility of alternation is given by the period type of reporting. There are two main types of intervals:
Weekly and monthly. A weekly report variant is executed once a week on the weekday you specify in the Report Variants Administration. Its reporting time frame
spans the last calendar week and hence reports synchronously to SAP EarlyWatch Alert. A monthly report variant is executed once a month on the first suitable weekday
and its reporting time frame comprises the whole last calendar month.
Variants can be set to inactive to suspend their periodic execution. Active and inactive variants are displayed in different branches of your navigation tree.

Using the Report Variants Administration in SLR Setup
Work area
Navigation tree
Administration of SLR report variants
Example: Three variants have been created.
Variant „ERP EMEA“ is of period type weekly and its report shall recur on each Monday of a week.
Variant „ERP US monthly“ is of period type monthly and its report shall recur on each first Monday of a month.
Variant „ERP US weekly“ is of period type weekly too but is currently set to inactive and hence will not generate reports.

Work area
Navigation tree
System selection for SLR variant „ERP EMEA“
Example: In report variant „ERP EMEA“ two ABAP systems (FN8 and HRX) from the currently edited solution landscape have been added to the
report content and are now available for editing in the next steps.

Navigation tree
Work area
Content selection by system
Example: For system „HRX ABAP“ all available reporting areas from data supplier SAP EWA, such as „Key Performance Indicators“ or „Top Load Transactions“, are
activated. Areas of other data suppliers for SLR content, such as CCMS or BW, can be added too.
For each activated area there will be one individual chapter later in the report paragraph of system HRX (see next page).

Report Variants Output
SLR Setup navigation tree
Content of variant „ERP EMEA“ Content of variant „ERP US monthly“
+ +
Content customizing for FN8 Content customizing for HRX Content customizing for QE4 Content customizing for Q43
Table of Contents Table of Contents
1. Statistics by System 1. Statistics by System
1.1 System ‚FN8 ABAP‘ 1.1 System ‚Q43 ABAP‘
1.1.1 Key Performance Indicators 1.1.1 ABAP Runtime Errors
1.1.2 Top Load Transactions 1.1.2 Update Errors
1.1.3 ABAP Runtime Errors Report output 1.1.3 SAP HANA Database
1.2 System ‚HRX ABAP‘ 1.2 System ‚QE4 ABAP‘
1.2.1 Top Load Transactions 1.2.1 Key Performance Indicators
1.2.2 ABAP Runtime Errors 1.2.2 Top Load Transactions
1.2.3 Update Errors 1.2.3 Trend Analysis
1.2.4 Transports
1.2.5 SAP HANA Database

Best Practices for Report Variants
Variants are useful for creating Service Level Reports with a content that
adapts to the respective target group of readers. These target groups could
consist of different business units, different data centers, different customer
namespaces or even different system administrators.
For being able to use Service Level Reporting at all, you need to create
at least one SLR variant in your SLR Setup. You can choose any name
with a maximum length of 128 characters for your variants. Names should
be meaningful in order to recognize variants easily in the SLR Setup and
in the SLR overview panel of available reports.
Variant names are visible on the cover pages of your reports.

View of the SLR Overview panel showing different variant names
Examples:
System landscapes in bigger IT environments are usually managed by different hosting accounts, with each account being in charge of a certain subset of
systems. Variants could be used here to summarize all relevant systems which belong to one area of responsability under one dedicated Service Level Report.
Going even further, users also might want to get a report broken down by system role. To achieve this, variants could be created which contain only systems of
a specific role, such as QA systems, DEV or production systems.
IT hosting providers may want to create Service Level Reports individually for their customers. In this case all systems which belong to the desired customer
namespace could get summarized in one SLR variant which carries for instance the name of the target customer or any other title which identifies the subset
of systems contained in it.

Miscellaneous
Further Documentation
2249101 - Availability of Service Level Reporting in SAP Solution Manager
1233116 - BW connection for Service Level Reporting
0944496 - CCMS Ping and SL Reporting

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Service Level Reporting

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Documentation Sections marked with this symbol indicate further sources of

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• SAP EarlyWatch Alert (EWA)

• Solution Documentation / Solution Administration

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➢ SAP EarlyWatch Alert (EWA)

➢ SAP Computing Center Management System / Central Performance History (CCMS/CPH)

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Fiori tile Fiori tile

Setup for variant A

runs on demand runs daily provided weekly or monthly

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SAP Solution Manager Launchpad

Navigation tree Work area Application UI of Setup

SAP Solution Manager Launchpad SLR Setup Application

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2: Verifies due date 3: Processes SLR variant if due

From SLR Setup:

4: Generates WORD report document

1: Picks next SLR variant

5: Sends email notification if requested

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SAP Solution Manager Launchpad

SLR Overview Panel

SAP Solution Manager Launchpad Service Level Reports Overview Panel

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SLR Overview Panel

SLR Email Recipients View

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Project and Process Management

Solution 1 SAP SAP SAP

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SAP Solution Manager Launchpad

Solution Administration Tool

SAP Solution Manager Launchpad Solution Administration Tool

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Create new Solution Assign Solution Name

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Maintain Logical Component Groups Create Logical Component Group

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Assign Technical Systems Add Production System (with Client)

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Maintain more Logical Component Groups Solution Administration View Solution 1

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Example 1: Switching between two solution views

Value Help Navigation tree Value Help

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Example 2: Switching between solution view and cross-solution view

Value Help Navigation tree Value Help

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Administration of SLR report variants