ITM119 Delivering Continuous SAP Solution Availability

Lovnish Mahajan, Basis Architect & Robert Max, Application Technology Manager, Novelis

ITM 119                 

 

Agenda

Lovnish Mahajan, SAP Basis Architect

Robert Max, Global Applications Technology Manager

Availability Management, BASIS Technologies

Investment in Solution Manager

Summary/References

ITIL Availability Management Process

SAP Infrastructure Components

Partner in Parvotech Inc.- SAP consulting boutique -specializing in remote BASIS, Solution Manager and HANA consulting .

SAP Certified BASIS, HANA and Solution Manager Architect.

Over 15 years of experience in SAP BASIS Technologies, ALM, ITSM and Security with SMBs and Fortune 500 companies.

Extensive Experience in strategy, design, development and successful deployment of Application Life Cycle Mgmt. and IT service Mgmt.

Speaker at various conferences including SAPPHIRE, ASUG Annual conference and SAP TechEd.

About – Lovnish Mahajan

Is currently responsible for the technical support of Novelis’ portfolio of global applications including the teams supporting Solution Manager and delivering SAP Basis and Security Administration services.

He has had a key role in the construction of two of the world’s largest SAP Implementations for Fortune 500 consumer products companies.

Active in ASUG, Robert was the founding leader of the Solution Manager SIG, has spoken at numerous ASUG Annual Conference, SAP Active Global Support and TechEd Conferences as well as many regional events.

He has presented at ASUG events, TechEd and SAPPHIRE and awarded best presenter at an SAP AGS event in Walldorf

About – Robert Max

Learning Objectives

As a result of this session, you will be able to: Describe the ITIL Process for improving Availability Identify potential Infrastructure Availability issues Investment in SAP Solution Manager Functionality to improve availability Minimize Planned Outages

Since Go-Live in Oct 2012, SAP Application availability at Novelis has been 99.96% with only TWO scheduled maintenance days annually

Novelis Global Footprint

9

Countries

25

OperationsEmployees

2,786 Kt

Shipments

$9.8b

Revenues

11,000

Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013

Revenues

Employees

FRP Shipments

NorthAmerica

$3.4 Billion

3,100

988 kt

Europe

$3.2 Billion

4,300

847 kt

Asia

$1.8 Billion

1,800

556 kt

SouthAmerica

$1.4 Billion

1,800

395 kt

Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013

Introduction to Novelis and SAP Program

First SAP Go-Live 2012 2014

Where UsedU.S and Canada,

Worldwide

SAP Version Installed

Other Bolt-ons, Applications Implemented

ERP- Ehp5, BI 7.3, SCM 7.0 Ehp2, SBOP 4.0, GRC, Solution manager-SP11

SABRIX, TIBCO, SharePoint, SaaS applications i.e. Poornata, Rate hub, Legacy MES interfaces

Adopted SAP Application Life-Cycle Management

ChaRM, SD, SMSY, Monitoring, HP ALM

Team dynamicsNovelis CoE ( Center of Excellence)

AMS and SAPoD Hosting partner

Novelis is the world leader in rolled aluminum products, delivering unique solutions for the most demanding global applications, such as beverage cans, automobiles, architecture and consumer electronics.

Investment in Solution Manager

Summary/References

ITIL Availability Management Process

SAP Infrastructure Components

ITIL Service Delivery Processes

IT Infrastructure

Service Desk

Service Level Management

Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements

Availability Management

Providing the sustained level of availability required by the business in a cost effective manner

Capacity Management

Ensuring that the capacity and performance needs of the business are being met

IT Service Continuity Management

Ensuring that the necessary IT services can be recovered within the agreed business timescales

Financial Management for IT

Services

Cost-effective control and management of the IT assets and the financial resources used in delivering IT Services

ITIL Availability Management Process RelationshipsITIL PROCESSES

Measurements and Reporting on IT

Service Availability

Outage Reports & Details Of Incidents affecting Availability

Availability Management

Providing the sustained level of availability required by the business in a cost effective manner

Incident Management

Focusing on the quick restoration of service minimizing the impact to the business.

Service Level Management

Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements

Configuration Management

Identifying, controlling and verifying IT components and their inter-relationships. Provides information key to the other processes.

Component Failure Impact Analysis

(CFIA)

Problem ManagementGetting to the root cause of incidents and ensuring that permanent solutions are deployed to prevent reoccurrence.

Identify Trends and Instigate Remedial Actions

The processes decideThe processes decideFEEDBACK

GOAL ACTIVITIES RESULT

Investment in Solution Manager

Summary/References

ITIL Availability Management Process

SAP Infrastructure Components

SAP Infrastructure Components

SAP Infrastructure

Data Center

Network

Server/Storage

Messaging

SAP Application

Bolt-Ons

Database

• Solution Manager Push Alerting• “Other” Tools/Scripts Alerting

Real-Time Monitoring/Alerti

ng

• Checklist Based 1X Daily Health ReviewsManual Health Reviews

•Deep-Dive capabilities and tools for RCA and corrective action

Root Cause Analysis

Capabilities

•SAP EarlyWatch Reports, IT Performance Reporting•System ReviewsTrending

•Operations Proactive Opportunities•Monthly Capacity and Performance Trending

Proactive Reviews and Improvements

•Quarterly Long-Term Capacity and demand ReviewsCapacity Planning

SAP Monitoring Capabilities

Realtime

Periodic

Strategic

•Solution Manager Push Alerting•“Other” Tools/Scripts Alerting

Real-Time Monitoring/Alerting

•Checklist Based 1X Daily Health ReviewsManual Health Reviews

•Deep-Dive capabilities and tools for RCA and corrective action

Root Cause Analysis Capabilities

•SAP EarlyWatch Reports, IT Performance Reporting•System ReviewsTrending

•Operations Proactive Opportunities•Monthly Capacity and Performance Trending

Proactive Reviews and Improvements

•Quarterly Long-Term Capacity and demand ReviewsCapacity Planning

The SAP Solution

Five (5) Production SAP Systems delivering business solutions (ECC, SCM, GRC, BW)

48 plus active production and non-production SAP Systems

Federated Solution includes 8 plus bolt on products

40+ Terabytes SAN storage; 50+ of UNIX servers; 10+ Windows servers

Oracle and DB2 DBMS

In-house COE , AMS partner and Hosting partner SAPoD

Measuring Unavailability - Criteria

Unplanned Outages

Consistent, repeatable end user transactions from multiple locations

Proactively find availability and performance issues before customers do

Reduce end user outages by proactively managing with performance and availability trends

Single Point of Failure Exceeding Planned Outage Windows Lengthy Period of No Response

Planned Outages Consistent, repeatable end user transactions from multiple

locations Proactively find availability and performance issues before

customers doReduce end user outages by proactively managing with

performance and availability trends

Planned Non Concurrent Maintenance Consolidations and Relocations Upgrades and Go-Lives

Service Level Failures

Consistent, repeatable end user transactions from multiple locations

Proactively find availability and performance issues before customers do

Reduce end user outages by proactively managing with performance and availability trends

Batch Processing Windows Exceeded Lengthy Transaction Response Time Business Process Monitoring (BPM) Alerts

Measuring Unavailability A system is unavailable when:

A Critical event has been declared (critical event criteria has been defined per SLA)

Root cause of the critical event is attributed to the Basis area of responsibility versus the business process or functionality layer.

No new users can log on to the system Notes:

Each key group measures the hours their resource is off line.

If a component has failed and the system remains accessible, this is not measured.

In some cases number of outages may be a more reliable measurement than hours of unavailability

Worker Hours lost can be a good measurement of business impact (e.g. Resource Outage plus time necessary to restart the manufacturing line).

SAP Solution Availability Monitoring ToolsSAP

Infrastructure

Data Center

Network

Server/Storage

Messaging

SAP Application

Bolt-Ons

Database

Monitoring

Alerts

Events

ServiceLevels

BusinessProcesses

Tools

HCL- Nimsoft

Solution Manager

Investment in Solution Manager

Summary/References

ITIL Availability Management Process

SAP Infrastructure Components

Solution Manager

Novelis- Road Map to BPML

Review

Solution Documentation

Global Template Setup

Setup for Implementation Projects

• Review Business process/Documentation in SolMan

• Identifying lag of usage of SOLAR01/02(transactions, IMG activities, test procedure; process owner, user…)

• How to link SharePoint with SOLAR01/02

• Business processes mapped

• Current objects/programs/ interfaces added

• Map custom programs into the Solutions

• Import/Link Business Process Documents into SolMan

• Maintenance Project Setup

• Setup up Global template

• Global landscape, business process information, test scripts and Training document

• Create Implementation Projects for country/region specific roll outs

• Setup Solution Manager for Business blueprint, configuration, documentation

• Centralized configuration and development

• Testing integration with HP ALM & TAO

Novelis – Use of Solution Manager Road MapService Desk

ChaRM –

Change Request

Management

Business Process

Change Analysis

Integration to HP QC

Integration to Job Scheduling System

Business

Process

Management

Incident and problem Management

Multilevel Categorization

Service Level Agreement (SLA) Monitoring

Implement ChaRM( Normal, Urgent, Defect)

Automated workflow and approval process

Automation for transports of the production environment

Retrofit and CSOL

Management Dashboards and reporting

Integrate HP ALM with Solution Manager

Best practices for Testing

Automated testing – Integration testing

Integration into SAP TAO

Integrate external job scheduling system into Solution Manager

Best practices for Batch job Process

Automated Incident and Change Management

Activate Business process Monitoring

Activate Business process Management

SLA setup

Management Scorecard/reporting

Use BPCA for support pack upgrade, Major release upgrades

Include BPCA in change request management

Novelis –Run SAP like a Factory

Technical

Monitoring

Interface Monitori

ng

Diagnostics/Root

Cause Analysis

Technical

Administration

Technical Monitoring and Alerting

EWA – reports

Alerts/Notifications mechanism

Reporting Dashboards Scorecards

Tibco App Integration monitoring at technical and queue levels

End to End interface Monitoring

Alerts/Notification Mechanism

Reporting

Maintenance optimizer

OSS Integration

Downtime Management

System Administration

ReportingDashboardsScorecards

End-to- End workload Analysis

End-to-End Trace Analysis

System, Host & Database Analysis

End- to –End Business process monitoring

Novelis Test Lifecycle

QA CoE Test Lifecycle Phases

Definition – TG1Requirements – TG1 Design – TG2 Build – TG3 Testing – TG3 Deployment – TG4

- Receive project request for QA CoE services

- Understand project definition & scope

- Define roles, responsibilities and assign resources

- Recommend QA CoE test management tools

- Recommend QA CoE test verification/automation tools

- Establish test activity reporting and communication matrix

- Define QA documentation repository for new project

- Provide level 0 estimate to PM for QA activity

- Attend project kick-off meeting

- Understand requirement and attend requirement walkthrough

- Perform requirement validation & get sign off

- Provide QA CoE testing guidelines: Test Strategy and QC Best Practices

- Draft high-level test plan for new project

- Provide level 1/2 estimates to PM

- Understand design specification& attend design spec. walkthrough

- Design specification validation

- Understand system database schema and implementation specs

- Develop detailed test plan and test cases

- Configure testing tools and software for new project

- Create QA environments

- Provide level 3 estimate to PM

- Perform Business Impact Analysis (scope changes)

- Conduct shakeout testing by Dev.

- Conduct unit and integration testing by Dev.

- Gain unit and integration testing sign-off

- Update QA test cases if required

- Conduct QA test plan & test cases walkthrough and obtain sign off

- Create test data (if applicable)

- Identify UAT teams

- Create UAT test plan & test cases

- Coordinate schedules for iterative QA build releases

- Conduct system functional testing – manual and automation (unit, string, integration, regression)

- Conduct defect reporting, fixing and QA revalidation for build release iterations

- Provide metrics for build release iterations to project stakeholders

- Conduct user acceptance testing and sign off

-Conduct operational Readiness/Security Testing

- Conduct production conversion testing (if applicable)

- Conduct performance testing

- Gain QA testing signoff for project

- Acquire deployment authorization

- Perform lights on sanity test (i.e. system configuration and software installation testing - if applicable)

- Gain deployment sign-off

- Transition resources to production support (if applicable)

- Post Deployment Verification & performance recognition

- Review metrics and lessons learned for process improvement

- Archive artifacts

- Project closeout

No

velis

PM

M G

ates

Scope Analysis & Design Build, Test, Train Go-Live & Close

Technology: Testing ToolsConceptual Design & Licensing

Application Lifecycle

Management(ALM)

(Quality Center)

DefineApplicationRequirements

SAP Solution Manager SAP SolMan

Integration Adapter

BPT

QTPService TestService Test Mgt (Test Data Mgt)

TAO

QA Inspect

Unified Functional

Testing (UFT)

Project Planning & Tracking Release Management Requirements Mgt. Business Models Test Plan Test Lab Defect Mgt

Web Inspect

Fortify 360

SAP

Legend

SAP HP Integration Tool

HP Tool

SAP Tool SAP Purchase

HP In-House

Purchase

Performance Center

(Load Runner)

Test Data Mgt.

Diagnostics

QA

Users / Testers

Novelis Performance on CPI’s

SL# CPI Name Expected Service Level Minimum Service Level SAP Service Levels

001 Incident Response Time – All Severity Level 1 Incidents 95.00% 90.00%

001 Incident Response Time – All Severity Level 2 Incidents 95.00% 90.00%

003 Project Timeliness 95.00% 90.00%

005 Incident Resolution Time – All Severity Level 1 Incidents 95.00% 90.00%

005 Incident Resolution Time – All Severity Level 2 Incidents 95.00% 90.00%

007 Change Management Success Rate - Emergency 95.00% 90.00%008 Root Cause Analysis Delivery Rate 95.00% 90.00%009 Dashboard Availability 99.50% 99.00%016 Customer Satisfaction 4.25 4.00028 Percent of Successful Backups 99.00% 98.00%029 Percent of Successful File Restorations 98.50% 98.00%039 Storage Replication Availability 99.50% 99.00%

SAP Service Levels 018 Database Availability - Production 99.50% 99.00%055 Database Availability - Non Production 97.00% 95.00%019 Event/Alert Monitoring Application Availability 99.50% 99.00%020 Production Server Availability 99.90% 99.50%085 Non Production Server Availability 99.00% 98.00%021 Enterprise Storage Availability 99.99% 99.95%031 Data Center LAN Availability 99.95% 99.95%032 Security Device Availability 99.95% 99.95%

SAP Service Levels 040 SAP Availability - Production 99.95% 99.95%044 SAP Availability - Non-Production 98.00% 98.00%

Novelis Performance on KPI’sSL# KPI Name

Expected Service Level

Minimum Service Level

SAP Service Levels 002 Incident Response Time - All Severity Level 3 Incidents 93.00% 90.00%002 Incident Response Time - All Severity Level 4 Incidents 93.00% 90.00%004 Service Request Response Time 95.00% 93.00%006 Incident Resolution Time - All Severity Level 3 Incidents 93.00% 90.00%006 Incident Resolution Time - All Severity Level 4 Incidents 93.00% 90.00%010 Service Level Reports Delivery 95.00% 90.00%

012 Security-Related Correlated Log Report Delivery Success 95.00% 95.00%

017 Standard Reports Delivery 95.00% 90.00%043 Change Management Success Rate - Standard 98.00% 95.00%

SAP Service Levels 022 Database Availability - Non-Production 96.00% 95.00%023 Non-Production Server Availability 96.00% 95.00%

033 Security Service Availability 99.00% 99.00%

034 Successful Tape Vaulting 99.99% 99.50% SAP Service Levels

045 SAP Average Response Time at Peak Dialog Hour - Non-Production 800ms 1000ms

046 SAP Average Response Time at Peak Dialog Hour - Production 800ms 1000ms

047 SAP Average Response Time in Dialog Task - Non-Production 800ms 1000ms

048 SAP Average Response Time in Dialog Task - Production 800ms 1000ms

057 SAP Average Database Response Time in Dialog Task - Non-Production 600ms 800ms

058 SAP Average Database Response Time in Update Task - Non-Production 600ms 800ms

059 SAP Average Database Response Time in Dialog Task - Production 600ms 800ms

060 SAP Average Database Response Time in Update Task – Production 600ms 800ms

054 SAP Batch Jobs Successfully Completed Within Pre-Established Windows – Production 96.00% 96.00%

061 SAP Event/Alert Monitoring Application Availability 95.00% 95.00%

Availability Root Cause Analysis & Trending

Actions Taken to Prevent Future Occurrences of Unavailability• Full Debrief on Each Occurrence

• Determine Root Cause of Each Occurrence

• Devise Plan to Prevent Future Occurrences

• Trend each Occurrence to Capture and Correct Problem Areas

Minimizing Planned Outages (A Preview)

Improve continuous availability by minimizing scheduled outages: Maintain a significant amount of excess hardware

capacity and expand hardware capacity as seldom as possible (yearly)

Consolidate maintenance into fewer “bigger” events Monitor SAP Service Marketplace for enhancements that

reduce the outage for kernel upgrades, release upgrades and support packs

Replace standard SAP upgrades with Time Optimized Upgrades or Downtime minimized upgrades.

Multiple rehearsals on non production systems to ensure the timing, steps and potential problems of implementing changes have been identified

Minimize post upgrade incidents with Load/Stress and cycle testing

The Program Management Office should plan and fund for an active SAP Infrastructure Life Cycle Management Process as part of the SAP program

Availability Results & Analysis

Summary/References

ITIL Availability Management Process

SAP Infrastructure Components

Summary Utilize the ITIL Service Delivery Processes for Availability

and Service Level Management Implement Guidelines and Tools for measuring

Availability and Service Levels Identify the Infrastructure Components Critical to the

Delivery of the SAP Solution Use Solution manager functionality to streamline SAP

operations Conduct Risk Assessment of Potential Unplanned

Outages Minimizing Planned Outages

Further Information

è

Public Web:SAP Service Marketplace References:

http://service.sap.com/solutionmanagerhttp://wiki.sdn.sap.com/wiki/display/SAPITSM http://service.sap.com/alm http://wiki.sdn.sap.com/wiki/display/SMSETUP/HomeITIL Referenceshttp://itsmfusa.org http://www.itil.co.uk/index.htm

è Americas’ SAP Users’ Group (ASUG)

www.asug.com – Business Integration, Technology & Infrastructure (BITI) Communities Page

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