ALM271

Stefan Lahr, SAP Active Global SupportSeptember, 2011

ALM 271From End-User Experience Monitoring to Management Dashboards and Reporting

© 2011 SAP AG. All rights reserved. 2

Disclaimer

This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.


Agenda

Overview

What is End User Experience Monitoring?

Design Time

Monitoring

Alerting

Technical Reporting

Management Reporting

Overview


Orchestrated Accelerated Innovation

Run SAP Like A Factory

Application Lifecycle

Management

AcceleratedInnovation

Orchestration

Cloud New DB technologies

(ASE; SAP HANA)

Integrated Mobile Solutions Next Generation Business

Intelligence & Applications

IntegrationValidation

• Single source of truth• Total Cost of Development• Protection of Investment

• Business Continuity• Total Cost of Operations • Quality


Orchestrate Your Solution with SAP Solution Manager

Run SAP like a Factory

Application Lifecycle

Management

Business Process Operations

ApplicationOperations

Change, Test &Release Management

Maintenance Optimization & Security

Incident, Problem & Request Management

Portfolio & Project Management

SingleSource of Truth

SingleSource of Truth

Solution Documentation &

Implementation

IntegrationValidation


Scope of technical operations

IT Infrastructure Operations

Application Operations

Business Process Operations

ABAP J2EE

SolutionsBusiness ProcessesBusiness Process Steps

End-Users & Technical ScenariosProducts & Product InstancesInterfaces & JobsApplications & Systems Databases & Operating Systems

Physical & Virtual HostsPrintersDisks & StorageNetwork devices

Tech

nica

l Ope

ratio

ns

Bus

ines

s P

roce

ss

Ope

ratio

ns


Process behind technical operations

Monitor

Proactive real-time monitoring

Optimize

Optimize excellence of technical operations

Analyze

Lower mean time to problem resolution

Notify

Reactive handling of critical events

ReportProve value to business


Capabilities of technical operations

Technical Monitoring andAlerting

One infrastructure for all monitoring and alerting covering SAP & non-SAP

Root-cause Analysis

Analyize issues in heterogeneous landscapes with one look-and-feel

Technical AdministrationOptimize operation of your IT and application landscape

Technical Analytics

From technical reporting to management reporting, out-of-the-box and extendable

Change Diagnostic

Ensure that your landscape is configured compliant to your policy and references

Data Volume Management

Manage data growth and data reduction measures in your landscape

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Technical Monitoring and Alerting Capabilities in Detail

Unified Alert Inbox• Central access point for all alert coming from the different monitoring scenarios • Integration of Incident & Notification Management, Root-cause Analysis and collaboration features

System Monitoring• Status overview for technical systems, instances, databases and hosts• Drill down to single metrics and events, Jump in to metric reporting and landscape information

End User Experience Monitoring• Measurement of availability and response times from an End User perspective • Deep integration in E2E Trace Analysis for Root-cause Analysis

Process Integration Monitoring• Central entry point for SAP Process Integration specific monitoring for complete PI domains• Contains central monitors for PI components, PI channels and Message flows

Business Intelligence Monitoring• Central monitoring for SAP Business Intelligence solutions based on SAP BW and BOE XI • Monitoring of SAP Business Warehouse process chains and Business Objects specific jobs

Connection Monitoring• Active Monitoring of RFC and HTTP connections between SAP Systems

Inte

grat

ion

of a

ll sc

enar

ios

in

End-

End-

to-E

nd M

onito

ring

and

Ale

rtin

g In

fras

truc

ture

What is End User Experience Monitoring?


Usecase: Proactive Monitoring – EEM never sleeps

Z Z Z Z Z

Z Z Z Z Z

Z Z Z Z Z

12h 18h05h 22hdaytime

Mon

itorin

g C

over

age

EEM synthetic probes

real user observation


Usecase: Stop Fingerpointing

Customer

Local Network

Global Networks

Local IT

Central IT

What EEM can do:• EEM helps to locate and quantify an issue

‒ Is it related to a specific business scenario?

‒ Is it related to specific location?

‒ Is there a dynamic issue?

•The integrated E2E trace analysis discovers the root cause

The Symptome: „Nobody is interested to solve an issue as long as he believe the root cause maybe located in another department .“


Usecase: Reliable SLA Reporting from End User Perspective

An user thinks in a blackbox model: „My business process“. It simply has to work, how ever it works!

Nobody can define generic, comparable metrics for all components of a technical scenario.

Nobody is interested in technical details at deeper level on customer side.

Measurement from end user perspective implicitly includes all relevant components without the need to define them in detail End User Experience Monitoring


Usecase: Catch and analyze a rare performance issue

The issue was caught by EEM and performance traces were executed automatically.

Details pointing to server side first and showing finally an issue on the DB

E2E Trace Analyse

EEM Realtime Monitoring UI

direct jump‘in


End User Experience Monitoring

EEM Robot

EEM Robot

EEM Robot

SAP Solution Manager

Robots start end-user scripts according to configuration Robots receive responses, conduct response time measurement and send results to SAP Solution Manager SAP Solution Manager receives results and collects corresponding server-side performance data SAP Solution Manager fills in measured data in Alerting and Reporting

Monitoring

Alerting

Analytics


Integration with E2E Trace Analysis

Client / EEM Robot Enterprise Portal Back-end Systems

SAP Passport

Transaction ID: - Identifies a single request- is always forwarded through the landscape

Trace Flags: - Tells system what activities are to be logged

Design Time


Phased Approach

Design

Setup Recording, editing and

testing of scripts Distribution of scripts Configuration of scripts

and robots

Reporting

Aggregation of EEM data in SAP Business Warehouse

Fast access to statistical data on aggregated level including drill down

Integration of data in Management Dash boards

Alerting

Configuration of thresholds and alert consumers

Fast access to alerts via Unified Alert Inbox

Automatic alert handling via incidents and notifications

Monitoring

Customizable thresholds and views

Real Time Monitoring including traffic lights

Fast access to historical data

Drilldown and full integration with E2E trace analysis


Find the EEM Setup

Navigate to SAP Solution Manager Configuration

Choose Technical Monitoring

Select End User Experience Monitoring


Activities

Log

Help Section

Help Section Provides detailed information to

each step, such as what needs to be done and what will happen in the background

Activities Lists all single activities during

each step along with the documentation for the IMG activity

Log Shows detailed logs per activity

Navigation Guided procedure with all steps for

the basic configuration

Understanding the EEM Setup UI


Navigation through the Guided Procedure

Switch between Edit and Readonly Mode

Navigate to next step and save

Active setup step Aggregated status of step Status for substepClick to navigate to

substepShows following

steps or substeps

Save current changes


Configure

Infrastructure

Script Management

Monitoring

Alerting

Reporting

Check Prerequisites

Global Settings

House-keeping

Automatic Coniguration

BW Basic Settings

Configure EEM Robots

Workmode Settings

Create Scripts Maintain Scenario Assign Scenario Distribute Script

Select SLA Method

Configure SLA Thresholds

Structure of Guided ProcedureDesigned for Initial Setup and on-going Administration


EEM Script Recorder and EEM Editor

Script recorder allows recording of end-user activities based on HTTP/HTTPS or SAPGUI communication

With script editor several parts of end user script are generalized and customized as handling of authentication, content checks, ….

Script editor supports testing of end-user scripts before deployment to robots

BusinessTransaction.xml

Script EditorEEM Script Recorder


Design Workflow

Execute EEM script

AnalyzeExecution

Dep

loym

ent

and

Adm

inis

trat

ion

EEM Recorder

EditEEM script

EEM Editor EEM RepositoryR

ecor

ding

Monitoring


Phased Approach

Design



and robots

Reporting




Alerting




Monitoring






Realtime Monitoring – Overview

• Central access point to all necessary End-User Experience Monitoring data

• Overview UI to display in on view the current status of the landscape which is monitored be End-User Experience Monitoring

• Drill down via robot or script specific views and to freely configurable analysis views to End-to-End Trace Analysis

• Complete configurable UI meaning the end-user can specify which view is displayed in which tab

Drill down Analysis tools

E2E Trace Analysis

Overview Monitors

Robot / Script specific Monitors

Demo


Realtime Monitoring – High adaptive UI layout

Monitoring View mapped to selected tab

Synchronous navigation and focus selection for all views

mapped to a tab


Realtime Monitoring – Configuration

Monitoring view mapped to current tab

Filter function to create scenario specific tabs

Define the tab to be private or public

Limit the displayed data to the scope you are really

interested

Select the Monitoring views you need your analysis


Realtime Monitoring – Status statistic

Integrated drill down functionality


Realtime Monitoring – Robot/Script tiles

Freely selectable backgroundFree positioning of EEM Robot boxes


Realtime Monitoring – Overview Matrix

All deployed EEM Scripts

Available EEM Robots grouped by locations

Status icon for a given EEM Script / Robot combination


Realtime Monitoring – Script/Robot History

Performance counter Availability counter

Aggregated status pattern on time line for all locations

Status pattern on timeline for a Robot/ Script combination


Realtime Monitoring – Response Time

Values available mouse over or click

Step execution times can be included to view


Realtime Monitoring – Script Tree

Aggregated execution time for selected EEM script

execution

Error indicating icon

Tree-hierarchy of EEM Scripts and corresponding

EEM Robots

Defined thresholds per step

Execution time for a single step


Realtime Monitoring – Tree Browser

Active hierarchy categories Available hierarchy categories

User defined tree view for a category-orientated

comparison of different script executions


Realtime Monitoring – Trace integration

Run a script right now and record an E2E trace Run a script for a defined

time period with different E2E trace settings

Exercise

Alerting


Phased Approach

Design

Setup

Recording, editing and testing of scripts

Distribution of scripts

Configuration of scripts and robots

Reporting




Alerting




Monitoring






Alerting - Overview

Central access point to handle End-User Experience Monitoring Alerts

Efficient alert handling based on consolidation of single alerts to alert groups

Integration of most common alert handling mechanism as status tracking, incidents, notifications and 3rd party integration

Drill down from alert type to alert groups and single metrics and events

Integration of analysis capabilities as problem context and monitoring applications

Realtime Monitoring

Alert Type Table

Alert Group Table

Alert Details Viewer

Demo


Alert Inbox – Alert type table

Allows to confirm all alert groups belonging to one alert

type and managed object

Shows log of actions which were happen per alert type

and managed object

Allows to postpone certain alert type so that it

disappears from alert inbox

Pre-defined POWL queries per category and managed

object type

Several personalization capabilities for content and

look-and-feel

Configure and display problems context to identify

root-cause of certain symptom

Navigate to EE Monitoring, Landscape Browser and

System Login

Number of status changes per alert type and managed object


Alert Inbox – Alert group table

Allows to confirm all selected alert groups belonging to one

alert type and managed object

Create context sensitively an incident out of an alert group

Create context sensitively a notification out of an alert

group

Assign certain user, status and comment for further

follow-up of the issue

Show alert details for detailed analysis of certain symptom


Alert Inbox – Alert details

Confirm, Incident, and Notification as for alert group

table

Navigate to System Monitoring, Landscape browser, System Login and Problem Context as for alert type table

Alert details including tracking status and assigned

information

Alert texts as defined by SAP and/or by customers

Alert details including all assigned metrics and events

Metric and events details including single values,

thresholds and texts

Exercise

Reporting


Phased Approach

Design



and robots

Reporting




Alerting




Monitoring






• Get an aggregated overview of scenario availability and performance behavior over time

• Visualize trends regarding availability and performance for scenario, script, robot and single step

• Optimization of internal processes and setups of IT department (e.g. identification of peek hours, bottlenecks in network throughput , …)

Reporting - Overview

Overview Report

Scenario Specific View

Script Details

Robot Details

Step Details

Demo


Select Scenario(s)

Start Scenario Reporting

Overview Report

Scenario Specific Report

Report Categories

Reporting - Overview


Reporting – Metric Summary

Scenario Availability

Script Availability

Robot Availability

Step Availability

Scenario Performance

Script Performance

Robot Performance

Step Performance

Availability Performance


Metric Reporting – Availability view

Selected Scenario Graphical display of scenario availability over chosen time

frame

Availability data displayed as values in table view

Different availability criteria


Metric Reporting – Performance view

Filter on monitoring threshold

Selected Scenario

Performance evaluation per robot

Performance evaluation per robot

Exercise

Management ReportingEnd User Experience Service Level Reporting


Management ReportingEnd User Experience Service Level Reporting - Motivation

Overview Dashboard

Details View

Configuration Screen

• See several SLA reports on one dashboard

• One view to check if your SLA’s are fulfilled for availability and performance on scenario, script, location or robot level

• Visualize tendency over time in various categories

• Real time monitoring of current compliance of agreed service levels

• Arrangement of reports and their content can easy be changed

• SLA thresholds can be adjusted interactively

Demo


Management ReportingEnd User Experience Service Level Reporting - Dashboard

Refresh reported values Switch into

configuration mode

Independent reports

Independent SLA reports

Zoom

in o

n cl

ick


Management ReportingEnd User Experience Service Level Reporting – Configuration Mode

Insert or swap reports by drag and drop

Edit the report content and adjust the SLA

thresholds

Copy a report and add it to the dashboard


Management ReportingEnd User Experience Service Level Reporting – App Configuration

Select scenarios / scripts

Adjust SLA thresholds interactively

List of available scenarios / scripts

List of selected Scenarios / scripts

Set the app titleSelect locations / robots

Exercise


Further Information

SAP Public Web:SAP Developer Network (SDN): http://wiki.sdn.sap.com/wiki/display/TechOps/Home

Related SAP Education and Certification Opportunitieshttp://www.sap.com/education/

Related Workshops/Lectures at SAP TechEd 2011ALM217 Run SAP as a Factory – Technical OperationsALM271 From End-User Experience Monitoring to Management Dashboards and Reporting, Hands-onALM272 Customizing and enhancement of System Monitoring and Reporting, Hands-on

http://wiki.sdn.sap.com/wiki/display/TechOps/Home

http://www.sap.com/education/

Feedback – ALM271Please complete your session evaluation.Be courteous — deposit your trash, and do not take the handouts for the following session.

Thank You!

Contact information:

Janko Budzisch Stefan LahrChief Service Architect Technical Support [email protected] [email protected]

mailto:[email protected]

mailto:[email protected]

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