fromend-user experience monitoring to management dashboards and reporting

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Stefan Lahr, SAP Active Global SupportSeptember, 2011

 ALM 271

From End-User Experience MonitoringManagement Dashboards and Reportin

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© 2011 SAP AG. All rights reserved.

Disclaimer 

This presentation outlines our general product direction and should not be relied on

purchase decision. This presentation is not subject to your license agreement or anywith SAP. SAP has no obligation to pursue any course of business outlined in this pr

develop or release any functionality mentioned in this presentation. This presentatio

strategy and possible future developments are subject to change and may be chang

time for any reason without notice. This document is provided without a warranty of a

express or implied, including but not limited to, the implied warranties of merchantab

particular purpose, or non-infringement. SAP assumes no responsibility for errors or

document, except if such damages were caused by SAP intentionally or grossly neg

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Agenda

Overview

What is End User Experience Monitoring?

Design Time

Monitoring

 Alerting

Technical Reporting

Management Reporting

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Overview

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Orchestrated Accelerated Innovation

Run SAP Like

A Factory

ApplicationLifecycle

Management

Accelerated

Innovation

Orchestration

Cloud

New DB technologies

(ASE; SAP HANA)

Integrated M

Next Genera

Intelligence &

Integration

Validation

• Single sou

• Total Cost

• Protection

• Business Continuity

• Total Cost of Operations • Quality

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Orchestrate Your Solution with SAP Solution Manager 

Run SAP

like a

Factory M

SingleSourceof Truth

Integration

Validation

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Scope of technical operations

IT I nfrastructureOperat ions 

Appl icat ion

Operat ions 

BusinessProcess

Operat ions 

ABAP   J2EE

SolutionsBusiness Processes

Business Process Steps

End-Users & Technical Scenario

Products & Product Instances

Interfaces & Jobs

 Applications & SystemsDatabases & Operating Systems

Physical & Virtual Hosts

Printers

Disks & Storage

Network devices

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Process behind technical operations

Monitor 

Proactive real-time monitoring

Opt

O

Analyze

Lower mean time to problem

resolution

Notify

Reactive handling of critical

events

Report

Prove value to business

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Capabilities of technical operations

Technical Monitoring and

Alerting

One infrastructure for all monitoring and

alerting covering SAP & non-SAP 

Root-cause Analysis

 Analyize issues in heterogeneous landscapeswith one look-and-feel 

Technical Administration

Optimize operation of your IT and application

landscape

Technical Analy

From technical reporting to man

reporting, out-of-the-box and ex

Change Diagno

Ensure that your landscape is ccompliant to your policy and re

Data Volume Ma

Manage data growth and data

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

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What is End User Experience

Monitoring?

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© 2011 SAP AG. All rights reserved.

Usecase: Proactive Monitoring – EEM never sleeps

12h 18h05h   M  o  n   i   t  o  r   i  n  g   C  o  v  e  r  a  g  e

EEM synthetic probes

real user observation

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© 2011 SAP AG. All rights reserved.

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 rootcause maybe located in

another department .“

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© 2011 SAP AG. All rights reserved.

Usecase: Reliable SLA Reporting from End User Perspe

 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 M

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© 2011 SAP AG. All rights reserved.

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

E

EEM Realtime Monitoring UI

direct jump‘in

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© 2011 SAP AG. All rights reserved.

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 S

SAP Solution Manager receives results and collects corresponding server-side performanc

SAP Solution Manager fills in measured data in Alerting and Reporting

Monitoring

Alerting

Analytic

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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

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Design Time

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Phased Approach

Design

Setup

Recording, editing and

testing of scripts Distribution of scripts

Configuration of scripts

and robots

Rep

 Ag

da

W

Fa

da

lev

Int

Ma

bo

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

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© 2011 SAP AG. All rights reserved.

Find the EEM Setup

Navigate

Manage

Choose Technical

Monitoring

Select End User Experience

Monitoring

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© 2011 SAP AG. All rights reserved.

Help Section

Provides detaile

each step, such

be done and wh

the background

Activities

Lists all single ac

each step along

documentation foLog

Shows detailed

Navigation

Guided procedu

the basic configu

Understanding the EEM Setup UI

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© 2011 SAP AG. All rights reserved.

Navigation through the Guided Procedure

Switch between Edit

and Readonly Mode

Navigate to next step

and save

 Active setup step  Aggregated status ofstep Status for substepClick to navigate tosubstep Shows followsteps or subs

Save current

changes

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© 2011 SAP AG. All rights reserved.

ConfigureInfrastructure

Script

Management

Monitoring

 Alerting

Reporting

Check

Prerequisites

Global Settings

House-keeping

 Automatic

Coniguration

BW Basi

SettingsConfigure EEM

Robots

Create ScriptsMaintain

Scenario Assign Scenario

Select SLAMethod

Configure SLA

Thresholds

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

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© 2011 SAP AG. All rights reserved.

EEM Script Recorder and EEM Editor 

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

With script editor several parts of end user script are generalized and customized as handling of

content checks, ….

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

BusinessTransaction.xml

ScripEEM Script Recorder 

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© 2011 SAP AG. All rights reserved.

Design Workflow

Execute

EEM script

Analyze

Execution

   D  e  p   l  o  y  m  e  n   t

EEM Recorder 

Edit

EEM script

EEM Editor  EEM Re

   R  e  c

  o  r   d   i  n  g

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Monitoring

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Phased Approach

Design

Setup

Recording, editing and

testing of scripts

Distribution of scripts

Configuration of scripts

and robots

Rep

 Ag

da

W

Fada

lev

Int

Ma

bo

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

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© 2011 SAP AG. All rights reserved.

Realtime Monitoring – Overview

• Central access poin

End-User Experienc• Overview UI to disp

current status of the

monitored be End-U

Monitoring

• Drill down via robot

views and to freely c

views to End-to-End

• Complete configura

end-user can specif

displayed in which t

Drill down Analysis tools

E2E Trace Analysis

Overview Monitors

Robot / Script specific Monitors

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Realtime Monitoring – High adaptive UI layout

Monitor

Synchronous navigation and

focus selection for all views

mapped to a tab

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Realtime Monitoring – Configuration

Mon

Filter function to create

scenario specific tabs

Defin

Limit the displayed data to the

scope you are really

interested

Select the Monitoring views

you need your analysis

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Realtime Monitoring – Status statistic

Integrated drill down

functionality

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Realtime Monitoring – Robot/Script tiles

Freely selectable backgroundFree positioning of EEM

Robot boxes

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Realtime Monitoring – Overview Matrix

 All deployed EEM Scripts

 Available EEM Robots

grouped by locations

Status icon for a given EEM

Script / Robot combination

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Realtime Monitoring – Script/Robot History

Performance counter   Availability coun

 Aggregated status pattern on

time line for all locations

Status pattern on timeline for

a Robot/ Script combination

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Realtime Monitoring – Response Time

Values available mouse over

or click

Step execution times ca

included to view

R lti M it i S i t T

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Realtime Monitoring – Script Tree

 Aggregated exe

for selected E

executi

Error indicating icon

Tree-hierarchy of EEM

Scripts and corresponding

EEM Robots

Defined thresholds per step

Execution time for a single

step

R lti M it i T B

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Realtime Monitoring – Tree Browser 

 Active hierarchy categories  Available hierarchy categories

User defined tree view for a

category-orientated

comparison of different script

executions

R lti M it i T i t ti

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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

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Alerting

Phased Approach

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Phased Approach

Design

Setup

Recording, editing and

testing of scripts

Distribution of scripts

Configuration of scripts

and robots

Rep

 Ag

da

W

Fada

lev

Int

Ma

bo

Alerting

Configuration of

thresholds and alert

consumers

Fast access to alertsvia 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

Alerting Overview

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© 2011 SAP AG. All rights reserved.

Alerting - Overview

Central access poi

User Experience M

Efficient alert handconsolidation of sin

groups

Integration of most

handling mechanis

incidents, notificatio

integration

Drill down from ale

and single metrics

Integration of analy

problem context an

applications

Realtime Monitoring

 Alert Type Table

 Alert Group Table

 Alert Details Viewer 

Alert Inbox Alert type table

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© 2011 SAP AG. All rights reserved.

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

Configure and display

problems context to identif

root-cause of certain

symptom

Navigate to EE Monitoring,

Landscape Browser and

System Login

Alert Inbox Alert group table

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© 2011 SAP AG. All rights reserved.

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

 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

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© 2011 SAP AG. All rights reserved.

Alert Inbox – Alert details

Confirm, Incident, and

Notification as for alert group

table

Navigate to System Monitoring, Landscapbrowser, System Login and Problem

Context as for alert type table

Metric and events details

including single values,

thresholds and texts

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Reporting

Phased Approach

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Phased Approach

Design

Setup

Recording, editing and

testing of scripts

Distribution of scripts

Configuration of scripts

and robots

Rep

 Ag

da

W

Fada

lev

Int

Ma

bo

Alerting

Configuration of

thresholds and alert

consumers

Fast access to alertsvia 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

Reporting - Overview

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© 2011 SAP AG. All rights reserved.

• Get an aggregated

availability and perfo

over time

• Visualize trends reg

and performance fo

robot and single ste

• Optimization of inter

setups of IT departm

identification of pee

in network throughp

Reporting Overview

Overview Report

Scenario Specific View

Script Details

Robot Details

Step Details

Reporting - Overview

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© 2011 SAP AG. All rights reserved.

Select

Scenario(s)

Start Scenario

Reporting

Overview Report

Scenario Specific

Report

Report Categories

Reporting Overview

Reporting – Metric Summary

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Reporting  Metric Summary

Scenario Availability

Script Availability

Robot Availability

Step Availability

Scenario Performance

Script Performance

Robot Performance

Step Performance

Availability Perfo

Metric Reporting – Availability view

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Metric Reporting Availability view

Selected Scenario Graphical display of scenario

availability over chosen time

frame

 Availability data displayed as

values in table view

Different a

Metric Reporting – Performance view

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p g

FSelected Scenario

Performance evaluation

per robotPerformance evaluation per

robot

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Management ReportingEnd User Experience Service Level Reporting

Management ReportingEnd User Experience Service Level Reporting Motivation

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End User Experience Service Level Reporting - Motivation

Overview Dashboard

Details View

Configuration Screen

• See several SLA reports on

• One view to check if your Sfor availability and perform

scenario, script, location or

• Visualize tendency over tim

categories

• Real time monitoring of cur

of agreed service levels

•  Arrangement of reports and

can easy be changed

• SLA thresholds can be adju

interactively

Management ReportingEnd User Experience Service Level Reporting Dashboard

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End User Experience Service Level Reporting - Dashboard

Refresh reported

values

Independent

reports

Independent SLA

reports

   Z  o  o  m    i  n  o  n

  c   l   i  c   k

Management ReportingEnd User Experience Service Level Reporting Configuration Mode

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End User Experience Service Level Reporting – Configuration Mode

Insert or swap reports by drag and drop

Edit the report content

and adjust the SLA

thresholds

Coit

Management ReportingEnd User Experience Service Level Reporting App Configuration

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End User Experience Service Level Reporting –  App Configuration

Select scenarios / scripts

 A

List of available

scenarios / scriptsList of selected

Scenarios / scripts

Select locations / robots

Further Information

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SAP Public Web:

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

Related SAP Education and Certification Opportunities

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

Related Workshops/Lectures at SAP TechEd 2011

 ALM217 Run SAP as a Factory – Technical Operations

 ALM271 From End-User Experience Monitoring to Management Dashboards and R

 ALM272 Customizing and enhancement of System Monitoring and Reporting, Hand