Solution Manager Diagnostics

Efficient and Safe Root Cause Analysis for SAP NetWeaver

SAP Active Global Support

Leverage ABAP Supportability to JAVA World

SCALABILITY OF SUPPORT

high

Various Various Java Java Tools Tools (e.g. (e.g. Debugger, Debugger, Visual Visual Admin) Admin)

P BA A rom bility f n r ta Lea uppor s

Solution Solution Manager Manager Diagnostics Diagnostics

INDUSTRIALIZED JAVA SUPPORT

low

JAVA SUPPORTABILITY TODAY

low

high

SAFETY OF SUPPORT
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Solution Manager Diagnostics Efficient and Safe Root Cause Analysis

SOLUTION MANAGER DIAGNOSTICS provides efficient and safe root cause analysis of incidents in customer solutions powered by SAP NetWeaver.

SAP SUPPORT
Safe access Solution Manager Diagnostics

SAP SAP CUSTOMER CUSTOMER

read only

No access

SAP NetWeaver Administration Tools

change

SAP System
Solution Landscape

EFFICIENT

Reduce time for root cause analysis Available in one central console Standardized SAP best practices for diagnostics, integral part of SAP NetWeaver and used by all SAP employees Uniform across components

SAFE

No changes to production systems Runs in web browser and can be accessed via http connection, No OS access necessary for standard support No access to SAP NetWeaver administration tools Enforced customer control for change management

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Role of Solution Manager in Lifecycle Management Application Management

SAP Solution Manager Maintenance strategy, processes, and projects Continuous improvement projects Software Change Management
Development and enhancement projects Deployment projects Planning Status

NetWeaver Lifecycle Management

SAP NetWeaver Administration Tools + Software Logistics Daily system administration and monitoring Configuration Initial Setup Software Maintenance Management Business Content Lifecycle
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Different Target Groups for Solution Manager Diagnostics and SAP NetWeaver Administration Tools
SAP RESPECTS THE DIFFERENT ROLES TO RUN AN SAP SOLUTION !!!

SAP SUPPORT

SAP SAP CUSTOMER CUSTOMER

2nd Level Support / Expert Support Resolves alerts and incidents in productive landscape

safe

Target group: Customer Competence Centers, Partners or SAP Solution Manager Diagnostics SAP NetWeaver Administration Tools Operator / Administrator Day to day operations Target group: Outsourcer or Customer Operators SAP System
Solution Landscape

no access

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Support and Administration Role

Support Role SAP Solution Manager
Document Implement Test Control change Manage incident Monitor solutions

Administration Role
SAP NetWeaver Administrator Start & Stop Change configuration Transport software changes Backup & Recovery Output Management User Management Job Scheduling Monitor systems Incident analysis

Diagnostics
Root Cause Analysis Ensure stability Optimize performance Minimize ressource consumption (analyze logs, dumps, traces, configuration, ressource consumption, coding etc.)

SAP SAP CRM CRM 4.0 4.0 NW NW 04 04 SAP SAP R/3 R/3 4.6C 4.6C SAP SAP APO APO 3.1 3.1

Solution Landscape
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Solution Manager Diagnostics: Architecture

SAP SUPPORT
safe
HTTP

SAP SAP CUSTOMER CUSTOMER

Solution Manager Diagnostics on WebAS

ITS WebDynpro Link

SAP Agent Agent System

Solution Landscape

e.g. RZ20, OS07, DB02,

Java Support Tools Java

Wily Introscope Enterprise Manager

CCMS

ABAP

Web AS 7.0

3rd party tools, preconfigured for SAP NetWeaver, for use by SAP (no OEM)

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Load Test in SAP GoingLive Check for Web-Based Applications SAP SUPPORT
safe
HTTP

SAP SAP CUSTOMER CUSTOMER

Solution Manager Diagnostics

ITS WebDynpro Link

SAP Agent Agent System

Solution Landscape

Mercury Loadrunner
Controller

Mercury Loadrunner Load Generator

e.g. RZ20, OS07, DB02,

Java Support Tools Java

ABAP

Web AS 7.0

Wily Introscope Enterprise Manager

CCMS

3rd party tools

SAP optimizes the three most important customer click scenarios in the SAP Enterprise Portal as part of SAP GoingLive Check
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Solution Manager Diagnostics - Architecture and Functions

Solution Manager Diagnostics (Central Monitoring System)
J2EE Stack
OS Command Console File System Browser Thread Dump Analysis HTTP Analysis Log Display Portal Actvity Reporting Software Change Reporting Configuration and File Reporting Compare Multiple Instances J2EE Server Analysis SAP J2EE System Information Java Web Dynpro Monitoring SAP J2EE SQL Monitoring IntroScope Enterprise Manager Mercury Load Generator SAP Monitoring Infrastructure Third party tools CCMS Agent / OS Collector Component Analyzer Local Diagnostic Tools
SAP Java WebDynpro SAP ABAP / ITS

ABAP Stack
Remote DB Monitoring Remote OS Monitoring Alert Monitoring Distributed Statistical Records

SAP ABAP / DIAG SAP Java / HTTP SAP Agents Third Party

NetWeaver Solution Landscape (Satellite System)

ABAP Stack

J2EE Stack
IntroScope Agent

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Solution Manager Diagnostics: At Work

Landscape Navigation

Detailed Navigation

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Solution Manager Diagnostics Integrated in Service Desk Scenario

End User
Report Incident

Solution Support

Search for Solution

SAP Service Marketplace

Service Desk SAP System

Find Solution SAP Note Database Service Products Best Practices Forward Problem

Perform Root Cause Analysis

3 4

Solution Manager Diagnostics

SAP Support

5 Perform Root 6
Provide Solution Customer's Solution Database Provide Solution

Cause Analysis

Customer

SAP

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Copyright 2006 SAP AG. All Rights Reserved

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