ca presentation sm2

7/31/2019 CA Presentation Sm2

1/32

Business Service Diagnostics

for SAP

ALM / IT Excellence Presales

Field Service Software EMEA

Benjamin Alloul


2/32

2

What do you see here?


3/32

3

The end-user see Business Services accessed thru a diverse

set of UIs

The end-user see Business Services accessed thru a diverse set of UIs

His main concerns are functionality and usabil ity

But to derive value out of the services, he expect performanceandavailability

IT the contract with the Business Units on a set of KPIs formalized ina Service Level Agreement


4/32

4

IT sees a complex and layered service architecture

Network

End User

App ServerRouter Firewall SwitchWeb

ServersLoad

Balancer

CA IdentityManager

Portal

SAP ERP

SAP CRM

Web Services

3rd PartyApplications

Databases

Mainframe

SAP BO XI

Database

Are transactionsfailing?

Are customersaffected?

Is authenticationserver slow?

What about theweb servers?

Can I f ind theproblem? Did werecord everything?

Are businessapps slow?

mainframeresponsetime?

Webservicesdown?

How is databaseresponse?

Are 3rd partiesmeeting SLAs?


5/32

5

With CA Application Performance Management

End-to-End View of Business Services

WAN/WWW

End User

App ServerRouter Firewall Switch WebServers

Load Balancer Portal

SAP ERP

SAPCRM

Web Services


Databases

Mainframe

SAP BO XI

Database

NETWORKUSER

BACK END

Conduct problem triage; diagnose root

cause

Monitor all businesstransactions through the

IT infrastructure; measure

response and SLAs

UnderstandEnd-User

experience;

establish SLAs

FRONT END

MIDDLEWARE


6/32

6

Application Performance ManagementWhat do we aim to deliver?

Reduced risk

Application Performance Management yields (Various synonyms):

Increased efficiency

Improvement of mean time to resolut ion

Abilit y to plan capacity

Optimized IT performance

Improved business performance

Increased customer satisfaction

Increased availabil it y

Reduced costs whilemaintaining or increasingcurrent service levels

Reduced costs andincreased revenue equalhigher profits

PrivateEnterprise

Public / Non Profit Services


7/327

Application Performance ManagementA safe investment thru reduction in costs

Source: Alinean/Gartner model with adapted contribution values for SAP implementations

The Four TCO Categories for SAP implementations

COST CATEGORY CONTRIBUTION TO TCO SAP APPLICATION ACTIVITIES

Downtime 30 %Planned and unplanned downtimeUsers affected

Operation 40 %

SAP maintenanceSupport

DeploymentMaintenanceProcess and planningUpgradesEnergy consumption

Administration 10 %

Asset managementFirmware upgrades

ProcurementTraining (IS, end-user)

Hardware / Software 20 %Hardware, softwareAdditional management softwareSupplies


8/328

Application Performance ManagementA safe investment thru reduction in costs

Source: IDC/Alinean - * SAP solutions are ERP applications

Cost per Application Downtime/Hour for SAP applicationsAPPLICATION TYPE COST PER DOWNTIME HOUR BY APPLICATION

Trading $600 000

Retail / Point of Sale (POS) $400 000

ERP $120 000Supply Chain Management (SCM) $120 000

Line of Business Applications $120 000

Scientific / Technical $85 000

Collaboration and Messaging $60 000

Infrastructure / Productivity Tools $42 000

Alternative formula:Downtime cost per hour = (Productivity impact to SAP end-user in %) x End-user burdened salary + costs for production stop,delivery bottlenecks, contract penalty, loss of reputation, etc.


9/329

Application Performance ManagementManaging Risk: Minimizing Downtime

OpsRollout fix. Verifies applicationsare back to normal

App ServerAdmin

TransactionServer Admin

Java AppDeveloper

!!IT AppOwner

DatabaseManager

NetworkManager

OpsRollout Fix

OpsCollection of evidence,diagnosis, reassignment

DevelopmentDiagnosis and review,final assessment

Service DeskVerifies applicationissue, notifies Ops

CustomerCustomer calls Help Desk

HELP!

Reactive Management Proactive Management

Problem Solved

Problem Detected

OpsDetects problem

?

?

?

?

?? ??

?


10/3210

Application Performance ManagementCost Reduct ion: 2008 IDC EITM ROI Study Findings

CA Wily APM solution Produces Real Impact on Business SuccessReduce Downtime by 70%

Reduce application performance delays by 71%

Reduce MTTR for applications by 50%

Reduce application associated helpdesk calls by 20%

APM Improves IT Economics and Drives Business Value

Monitor all customer transactions & manage SLAsUnderstand business impact of successful & failed transactions

Proactively identify problems before customers are impacted


11/32

SAP Solution Manager Root Cause

Analysis (RCA) with CA Wily IntroscopeRight To View (RTV)


12/32

12

SAP Solut ion ManagerApplication Lifecycle Management for SAP Solution

SAPSolutionManager

DESIGN

Provides tools, content and best practices during thecomplete life-cycle

Is mandatory for all Business Suite 2005 and beyondcustomers


13/32

13

SAP Solut ion ManagerApplication Lifecycle Management for SAP Solution

SAPSolutionManager

DESIGN

Solution Documentation

Solution Implementation

Template Management

Test Management

Change Control Management

Application Incident Management

Technical Operations

Business Process Operations

Maintenance Management

Upgrade Management

Central monitoring & Alerting Central administration tools

Integrated or 3rd party service desk(example: CA Service Desk Manager r 12.1SP3 +)

Involvement of partners in problem resolution

Provide root-cause analysis for complex landscapes withdiverse business solutions and technology stacks


14/32

14

End to End Root Cause AnalysisExample Use Cases

Users complain about application performance.How do I find the Root Cause?

Do I have a resource bottleneck in my solut ion?

What are the configuration differences between QA andproduction environment?

Does the system run more stable since we applied the lastchanges?

Did we change any technical configuration parameters?

Why does our system not work correctly anymore since last


15/32

15

SAP Solution Manager Technical Operation

End-to-End Monitoring & Alert ing End-to-End Diagnostics Technical Administration

End-to-End

E2E Change Analysis E2E WorkloadAnalysis E2E Exception Analysis E2E Trace Analysis

Monitor Handle Alerts Analyze Administrate

Technical ReportingProve Value to Business

Early Watch Alert CA Wily Reporting Introscope Dashboards BW Reporting

System, DBMS and Host Monitoring Connection Monitoring Process Integration Monitoring Business Intelligence Monitoring

(BW & BO XI) Solution Manager Self-Monitoring

Unified Alert Inbox Alert correlation and

propagation Central Template

Maintenance Open data provider and

alert consumer

Proactive real-timemonitoring

Reactive handling ofcritical events

Lower mean time toproblem resolution

Optimize excellence oftechnical operations

Key User / Admin

Task Inbox Down Time and Work Mode

Management IT Calendar Notification Management Central Tool Access

ServiceRequests

RecurringTasks

Technical Administrator

Change

Technical Administrator

Incident


16/32

16

CA Application Performance Management

End-to-End View of Business Services

WAN/WWW

End User



SAP ERP

SAPCRM

Web Services


Databases

Mainframe

SAP BO XI

Database

NETWORKUSER

BACK END

Conduct problem triage; diagnose rootcause

Monitor all businesstransactions through the


response and SLAs

UnderstandEnd-User

experience;

establish SLAs

FRONT END

MIDDLEWARE


17/32

17

End to End Root Cause AnalysisApplication Overview

E2E Change AnalysisE2E Workload Analysis

E2E Exception Analysis Trace Analysis

E2E Workload Analysis

identify general performance bottlenecks incomplex landscapes

E2E Change Analysis

review statistical change data cross alltechnologies

based on daily configuration snapshots

compare configurations between systems

drill down to change reporting for a detailedchange history

isolate one single user request through a complexsystem landscape

identify the problem causing component(performance and functional)

jump to detailed component specific E2E TraceAnalysis (

E2E Trace Analysis

review statistical exception data cross alltechnologies

perform exception trend analysis or reviewexception after changes

jump to component specific E2E ExceptionAnalysis

E2E Exception Analysis

System, Host & Database

specific RCA tools

System, Host & Database specific RCA tools

Safe and remote enabled access to File system, OS and DB Links to read-only monitoring and administration tools

CA Wily Introscope for performance analysis and monitoring


18/32

18

End to End Root Cause AnalysisSAP BusinessObjects XI 3.1 Example Dashboard

View lif e -performance data Jump to more detailed dashboardsCheck documentation about

performance metrics shown in t hedashboards

Navigate to related dashboards


19/32

19

CA Wily Introscope Right to View LicenseProvided by SAP for SAP to Enterprise Support Customers

CA Wily Introscope is a performance management solution that enables you to

monitor complex applications in production environments 24x7.

Real time (15 s) monitoring using Dashboards Investigator

Dynamic transaction tracing

Dynamic byte code instrumentation for J2EE .Net

Static instrumentation for C/C++ basedproducts available

Delivered with standardinstrumentation and standarddashboards for SAP & Partnerproducts


20/32

20

Solution Manager Root Cause Analysis (Introscope RTV)The SAP Active Global Support Standard for RCA

SAP Clients

Solution

SAP Support Organization

SAP Active Global Support(AGS)

KB Base

Experts

SAP Competency Center

Local ServicePartner

SAP Consulting

SAP Service MarketplaceKnowledge Base

SupportInfrastructure

Introcope

Agent

Agent

Agent

Agent

Agent


21/32

21

Solution Manager Root Cause Analysis (Introscope RTV)Supported products with SAP Solution Manager Diagnostics EhP1

SAP Technology

NetWeaver AS 6.40/7.0x/7.1x (ABAP and J2EE) NetWeaver Portal incl. Trex and KMC(Knowledge Management Component) Enterprise Search / TREX 7.0x/7.1x/7.2 (Search) NetWeaver BW 3.1/3.5/7.0x/7.1x NetWeaver XI / PI 3.x/7.0x/7.1x NetWeaver CE 7.1x Mobile Infrastructure Web Dispatcher 7.10 (supported by Workload Analysis and Change Analysis only) NetWeaver MDM 5.5 SP6 P1 / 7.1 P2 (supported by Workload Analysis and Change Analysis only)

SAP Business Solution

SAP xMII 11.5, 12.0 SAP ME 5.1 SAP GRCAccess Control 5.2, 5.3 SAP Business Objects Strategy Management 7.0, 7.5 SAP eSourcing 4.2, 5.0, 5.1 SAP ePOS3.1, SAP POS 2.1, SAP POS 2.0

Adobe DS 7.0 / 7.01, 7.02, 7.10, 7.11 SAP BCM 5.5, 6.0 (with SP20) SAP BO BPC5.1, 7.0 for Microsoft, 7.0 for NetWeaver SAP BusinessObjects Enterprise XI R2, 3.0, 3.1 SAP BO FC10.5, 7.0, 7.5 SAP BO PCM 11.3 SAP BO Intercompany 5.1 SAP Convergent Charging 1.0, 2.0

SAP ECC5.0/6.0 SAP CRM 4.0/CRM5.0/CRM5.2/CRM 2007 SAP SRM 6.0

REF. SAP NOTE : 1010428


22/32

22

Supported partner products

SAP Alloy 1.0 SAP Central Process Scheduler by Redwood 1.0/7.0 SAP Connect by Adobe 7.0 SAP Enterprise Inventory Optimization by SmartOps 6.3 (E2E WA, EA, CA) SAP Invoice Capture Center by OpenText 5.2 SAP Price and Margin Management by Vendavo 6.7, 7.0 7.5 (E2E WA, CA) SAP REACH Compliance by Technidata 1.0, 1.1, 2.0, 3.0 SAP Real Time Offer Management by Ingeneo 7.0 SAP Talent Organization by Nakisa 2.0 (E2E WA) SAP Talent Visualization by Nakisa 2.0 (E2E WA) SAP Talent Planning by Nakisa2.0 (E2E WA) SAP Vendor Invoice Management by OpenText 5.2 SAP Workforce Scheduling & Optimization by Clicksoftware 1.0 (E2E WA) Triple Point Technologies CSL 7.2 (E2E WA, EA, CA) Vertex O-Series 4.0, 4.1, 5.0 SAP Asset and Liabilities Management by Sungard (Focus ALM) 6.1, 7.0 Triple Point Technologies CSL 5.6

SAP Archiving & Document Access by OpenText 9.5.1, 9.6.0, 9.6.1 (SP20)

Others

SAP Microsoft DUET SAP Business ByDesign

REF. SAP NOTE : 1293438

Solution Manager Root Cause Analysis (Introscope RTV)Supported products with SAP Solution Manager Diagnostics EhP1


23/32

23

If I get this great product with Solution Manager Root CauseAnalysis, why should I spend money on SAP ExtendedDiagnostics by CA-Wily?

Because it all comes down to managing risk in aholistic way


24/32

24

CA Application Performance Management

Full End-to-End View of Business Services

WAN/WWW

End User



SAP ERP

Seibel

Web Services / ESB /

TIBCO

3rd Party

Applications

Databases

Mainframe

Custom JEEAppli cation

Database

NETWORKUSER

BACK END

Conduct problem triage; diagnose root

cause for the full landscape

Monitor all business

transactions, both SAPand non SAP, through the


response and SLAs

Understand

End-Userexperience;

establish SLAs

FRONT END

MIDDLEWARE


25/32

25

SAP Extended Diagnostics by CA WilyCompared to Solution Manager Diagnostics (Introscope RTV)

CA Wily Introscope All Base Components (Enterprise Manager, Agent, Workstation) Main documentation Agent files EPAgent DotNetAgent incl. Leakhunter

CA Wily Introscope Application Server Components

Power Packs and Portal Manager packages for IBM WebSphere, Oracle BEA WebLogic, Oracle DBMS

CA Wily Introscope Integrations (CA Service Center Manager, Integration SDK)

Add-ons and Platform Support for Introscope and CEM (Change Detector, Oracle DB, WebServers, Service Quality Manager, CA SiteMinder,)

CA Wily Introscope Right To

View (RTV) license

SAP Extended Diagnostics by CA

Wily license

delivered instrumentation and dashboards (read-only)

only for components delivered by SAP

dashboards for custom code

rd party application platforms

SAP Extended Diagnostics by CA Wily includes the following


26/32

26

SAP Extended Diagnostics by CA WilyFunction Differences Example : Customs Dashboards and Reports

CA Wily Introscope Right To View (RTV)

license

SAP Extended Diagnostics by CA Wily

license

Only pre-defined dashboards and reports can be used

Along with existing ones, dashboards can be created from thecustomers viewpoint

Reports can be created from perspectives desired by thecustomer

e.g., A report for use in capacity planning e.g., A report for use in SLM

Any Language can be used with both dashboards and reports

Root Cause Analysis is speeded up bycustomizing to each SLA objective and user KPIs

Util izat ion as a operational base platform


27/32

27

SAP Extended Diagnostics by CA WilyExample : Business Process Views Dashboard


28/32

28

SAP Extended Diagnostics by CA WilyExample : Drill Down from SLA Breach to Root Cause

SystemView

Cluster View

ApplicationView

System Details

DBDetails

ApplicationComponentDetails

ApplicationServer Details

BackendConnectionDetails

ApplicationService

Details


29/32

Lets conclude..


30/32

30

SAP Extended Diagnostics by CA WilyProblems and provided Solution Enablers

Problems Solution Enablers

Lack of standard diagnostics tools and processesmakes it virtually impossible to detect, diagnose andresolve system, application issues in a timely andefficient manner

Lack of proper monitoring and diagnostics capabilitiesresults in IT SLA violations

Poor system performance results in negative business

implications Frequent system problems increase operating costs

Slow technical issue resolution can result in extendeddown-time, sub-optimal performance

Too many tools for monitoring makes ongoingdiagnostics cumbersome and time-consuming

Reactive problem solving, putting out fires instead ofavoiding them

Achieves visibility into performance and availability ofback-end systems behind the monitored applications

Provides alerts when SLA thresholds are approached orbreached

Enables the monitoring of non-SAP applications that areconnected to SAP systems

Provides proactive system monitoring to proactivelyaddress potential issues before they occur

Provides granular diagnostics down to code level for allapplications in IT environment

Provides centralized solution integrated into SolutionManager for proactive management of SAP applications

as well as other applications Enables proactive issue resolution with end-to-end

visibility into IT environment to accelerate time-to-realization


31/32

31

SAP Extended Diagnostics by CA WilyHow SAP Customers Have Achieved Benefits From SAP Extended Diagnostics

ReferenceCustomers

Solutions Implemented Benefits Realized

CA Wily ApplicationPerformanceManagement solution

Qantas implemented the CA Wily Application Performance Managementsolution to monitor the 33 different applications that are key to Qantas online

offering

Qantas can identify issues with its web applications up to five times faster

Increased availability and an improved online experience for customers

A more reliable online presence helps protect the airlines competitive advantage, reputation

and revenues

SAP ExtendedDiagnostics Applicationby CA-Wily

Starwood used CA Wily Introscope to bring simultaneous visibility into bothlegacy systems and new SOA applications

4-5% estimated improvement in overall web application availability

Achieved greater than 99.99% uptime for critical applications

Successful transition from hosted legacy applications to internally managed web services

SAP ExtendedDiagnostics Applicationby CA-Wily

Dow Corning chose the SAP Extended Diagnostics application by CA Wily to provide

24x7 application monitoring, proactive incident detection, and troubleshooting Enables IT staff to efficiently maintain high availability of global SOA and Java-based

applications

Reduces support costs and makes service-level agreements easier to meet with 24x7 liveviews of application performance and proactive incident detection


32/32

ALM / IT Excellence PresalesField Service Software EMEA

[email protected]

Benjamin Alloul

ca presentation sm2

Documents