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SAP Solution Manager

Dr. Ralf Rieger

SAP Deutschland AG

SAP Web Application Server



Die solide Basis fuer SAP
Solution Manager

1
E-Business - Something bugging?

… Cost of implementation
… Security concerns
… Customer reluctance to use
… Cost of infrastructure
… Lack of resources to
implement effectively
… 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

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 4

2
SAP Web AS 6.10 Prozeß-Architektur

Browser
SAPGUI
SAPGUI

http(s)

Präsentation Präsentation Internet Connection


Manager (ICMAN)
Dispatcher

Arbeits-
Arbeits- Arbeits-
Arbeits-
Applikation
Caching
Applikation
prozeß
prozeß prozeß
prozeß

Remote
SQL

Datenbank
R/3
Repository Datenbank
Relationale Datenbank

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 5

Offenheit: SAP Web AS-Umgebung

UNIX Systeme Bull/Zenith Digital NCR


IBM IBM
Hardware Bull IBM Compaq (Intel) Sequent
HP (Intel)
AS/400 S/390
Compaq Siemens Data General IBM (Intel)
(Intel) SNI
HP, Dell, SUN ...

Betriebs-
Betriebs- AIX Reliant
Digital UNIX UNIX (SINIX)
(SINIX) Windows NT OS/400 OS/390
systeme HP-UX SOLARIS Linux (Z-
Linux Serie)

DB2 Common Server DB2 Common Server


Daten-
Daten- INFORMIX-OnLine MS SQL Server DB2 for DB2 for
banken ORACLE INFORMIX-OnLine OS/400 OS/390
SAP DB ORACLE

Frontend Browser: Internet Explorer, Netscape, Opera, ...


SAPGUI for Windows, SAPGUI for Java, SAPGUI for HTML

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 6

3
SAP Web AS - Neue Eigenschaften

… HTTP(S), SMTP, XML, XSLT,


WebDAV, SOAP
… Unterstützung von
„stateless“ und „statefull“
Anwendungen
… Business Server Pages
… Business extensions
… Sicherheit
… Verschlüsselung (SSL or
SNC)
… Single Sign-on (Password-
basierend oder X.509
Zertifikate)
… Zentrale Benutzerverwaltung
… LDAP Unterstützung
… Digital Signaturen
… Unterstützt Unicode
 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 7

Eine Benutzerschnittstelle für mySAP CRM

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

4
Kommunikation mit anderen Systemen

Mail
System .NET
XML „sprechendes“
System
SMTP
DCOM Connector/SOAP

HTTP/XML
SAP Web
AS SQL2 DB System

RFC Java Connector

SOAP

R/3
Application Java
SOAP
Client / Server

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 9

Today's Situation

The Challenge

5
Application Integration Reality
Business Reality

Heterogeneous solutions
„ Many different vendors ERP legacy
„ Custom-made solutions
~15 systems

„ Proprietary technology
ERP non-SAP
SAP R/3
~30 systems,
„ Point-to-Point Integration ~25 systems, Versions 3.11 - 4.6B
different versions
E-Procurement
10 units
Risking future success
„ Complex business Technical SAPMarkets
environment systems Enterprise Buyer

„
Professional Edition
Maintenance nightmare
„ Multiple dependencies
Trading e-Sales
Collaborative
Engineering

 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 IT-


department 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

6
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

7
SAP Solution Manager – Functional Areas
and Support Engines

SAP
SAP Solution
Solution Manager
Manager
Operations Section Support Section Supporting Engines
Predictive
Predictive &
& Solution Monitoring Support
Support Desk
Desk
Proactive
Proactive (Message
(Message Handling
Handling „ CCMS Monitoring
Services Business
Business SAP
SAP Note
Note Assistant)
Assistant)
Architecture (RZ20)
Services
Process
Process „ Microsoft NetMeeting
Continuous
Continuous Monitoring
Monitoring SAP
SAP
Improvement Remote
Remote Support
Support „ Reporting
Improvement
Services
(Microsoft
(Microsoft NetMeeting
RFC
NetMeeting
RFC Connection)
„ SAP EarlyWatch Alert
Services System
System Connection)
Engine
Best
Best Practices
Practices Monitoring
Monitoring „ ...
for
for Solution
Solution
Management
Management

SAP
SAP Service
Service Marketplace
Marketplace
„„ 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:


„ 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

8
Ensure Technical Robustness
Operations
Operations &
&
Discovery
Discovery &
& Evaluation
Evaluation Implementation
Implementation Continuous
Continuous Improvement
Improvement

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

! SAP Technical Integration Check

SAP Feasibility
Check !

Business Consulting / Partner Support


Consulting Business Consulting, Support Business Consulting, Consulting,
Consulting, Partner, Partner
Support

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 17

Collaboration, Tools and Platforms


Collaborative Service Delivery Framework
PARTNERS
Hardware
Software
Implementation SAP FIELD OPERATIONS
Service
Customer mySAP.com Solution
Sales
z One central documentation of Consulting
mySAP.com projects SAP Solution
z One shared monitoring of Manager
Business Processes z Discover & Evaluate
z Integration of Partner Services
E-Business scenarios
z Integration of Partner Tools
z One central mySAP.com
project reporting
z Operating, Monitoring,
and Tuning Services
z Knowledge Transfer

Access
z Self Services
Access
z Business Process
Monitoring

Access
SAP SERVICE MARKETPLACE
SAP SUPPORT BACKOFFICE

Primary Support
z Team SAP Support Services

Product Support
z Key Account Services
z Mission Critical Support

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 18

9
Service Delivery 2002

Customer SAP

Solution Landscape

CRM
CRM

SCM 4.6C
4.6C
SCM

Red alert triggers message at SAP


SAP
EarlyWatch Alert

SAP Solution
Manager

z SAP R/3 4.6C SAP EarlyWatch Check *


z SAP Web AS 6.10
zplanned SAP Web AS 6.20
SAP Solution
Service Delivery by SAP Service Engineer
Manager
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

10
Extended Support Desk using mySAP CRM 3.0/3.1

Customer's System Landscape

CUS 4.6C
4.6C
CUS 3.1I
3.1I 4.6C
4.6C
PLM CUS
CUS
PLM
CRM
CRM 3.1I*
4.6C
4.6C 3.1I* CRM
CRM
Siebel
Siebel
FVS
FVS
Solution 2 RFC Connsections
SAP EarlyWatch Alert 4.6C
SCM
SCM Agents 4.6C CUS
data transfer CUS
Support
Solution 1 Messages
SAP Solution Solution 3
Manager
SAP Web AS 6.10 **
SAP R/3 4.6C
mySAP Workplace

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 process-
oriented
‹ First step to a "real"
business process
monitoring

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 22

11
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 process-
oriented
„ 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

12
Support Desk – Functions

Customer internal message handling (Support Messages)


„ Messages created within the user's productive work environment
„ Automatic collection of system and context data
Manage SAP Notes efficiently
„ Integrated SAP Notes Search through the SAP Service Marketplace
„ Implement SAP Notes automatically with the SAP Note Assistant
Customer Solution Database
„ Build up your own Q&A Database
SAP Support Integration
„ Send Support Message to SAP
„ Receive status updates and solution within Support Desk
SAP Remote Support Integration
„ 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

Creates Problem
Solution
Solution Search for
End
End User
User Support Solution SAP
SAP Service
Service
Message Support
Marketplace
Marketplace

1 2
Application Provides Solution SAP Find
Solution Manager Solution

Notes Database
or Service Products
Best Practices DB

Forward Problem
Message

SAP
SAP Support
Support

4 Customer‘s
3
Notes Database
Provides Solution
Provides Solution

Customer
Customer SAP
SAP

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 26

13
Future: Collaborative Support Scenarios – Support Desk (CRM)
External
or Internal SAP Support
Customers

Support
mySAP.com Interface
SERVICE PROVIDER
Solutions SAP Solution Manager / mySAP CRM System
mySAP CRM Service
SAP
Systems Solution Manager WF
WF

Solution
SAP Solution
Interface

Manager
Manager
CRM
CIC SDB

mySAP CRM
Middleware
CIC SDB

Middleware
Non-SAP
Solution
Systems

mySAP
SAP
providing

...
... SLA
SLA
“Other”
Solutions Phone / Fax
Tools
Tools
E-Mail, etc.
Products
XML Partner
Infrastructure Interface
SOLUTIONS
Services
Partners

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 27

Benefits

14
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


„ 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

15
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 *


„ 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

16
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


„ 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

 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 34

17
Zusammenfassung

SAP Solution Manager fuer den


Unternehmenserfolg
„ 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

„ 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.
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and OS/400® are registered trademarks of IBM Corporation.
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Software Incorporated.
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 SAP AG 2002, CeBIT 2002, M05_Andreas Riehl 36

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