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SAP Deutschland AG
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
2
SAP Web AS 6.10 Prozeß-Architektur
Browser
SAPGUI
SAPGUI
http(s)
Arbeits-
Arbeits- Arbeits-
Arbeits-
Applikation
Caching
Applikation
prozeß
prozeß prozeß
prozeß
Remote
SQL
Datenbank
R/3
Repository Datenbank
Relationale Datenbank
Betriebs-
Betriebs- AIX Reliant
Digital UNIX UNIX (SINIX)
(SINIX) Windows NT OS/400 OS/390
systeme HP-UX SOLARIS Linux (Z-
Linux Serie)
3
SAP Web AS - Neue Eigenschaften
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
SOAP
R/3
Application Java
SOAP
Client / Server
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
6
SAP Solution Manager
–
The Answer
"Living" documentation
Graphical representation
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
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 Feasibility
Check !
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
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Service Delivery 2002
Customer SAP
Solution Landscape
CRM
CRM
SCM 4.6C
4.6C
SCM
SAP Solution
Manager
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Extended Support Desk using mySAP CRM 3.0/3.1
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
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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
12
Support Desk – Functions
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
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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
Benefits
14
Benefits for the Customer
15
Availability and Additional
Information
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
16
SAP Solution Manager Starter Pack
Additional Information
The software for the SAP Solution Manager is included in standard maintenance
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Zusammenfassung
Investitionsschutz
Zukunftssicherheit
Bestandsschutz
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.
Some software products marketed by SAP AG and its distributors contain proprietary software components
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