SAP Application Management with HP OpenView

Peter Gibbels

Contents 1 2 Introduction
................................................ ............................... 3 7 7 8 9 10

Displaying the Termination in HP OpenView .......................................

26 28 28 30 30

The Sample Scenario

2.1 2.2 2.3 2.4 2.5 2.6

3.4

Presentation of Events From Non-SAP Applications .......................... Monitoring Via Logle Policy ............... Integrating an SAP-Integrated Application in HP OpenView Operations ........ Forwarding an Event to CCMS .............

Enterprise Management Platforms ....... Customer Requirements of the Sample Company .................................. Business Process Scenario: Vendor Managed Inventory .............................. Employee Tasks ..................................... System Landscape of the Sample Company .............................................. Application Management in the Sample Company Using HP OpenView ............

4
11 12

Service Navigation with HP OpenView Operations ............................

4.1 Service Maps ......................................... System Components and Service Maps ........................................

33 33 34 36 38 41 44 45 47 47 48 49 50 52 52

Integrating SAP Solution Manager/ CCMS and HP OpenView Operations

3.1 HP OpenView Smart Plug-in for SAP ... Possibilities and Functions .................... Monitoring from the Service Perspective ............................................ Management Database ......................... 3.2 Basic Conguration of HP OpenView Operations for SAP Integration ............ Conguration of the CCMS Interface for External Monitoring ........................ Distribution of the SAP SPI Policies ..... 3.3 Exemplary Troubleshooting .................. Conguration and Distribution of the Job Monitor Policy in HP OpenView Operations ............................................ Distributing the Monitoring Policy for a Background Job ................................. Creating a Job Termination in the SAP System ...........................................

Dependencies in the
15 15 15

Sample Scenario ................................... 4.2 4.3 Automatically Creating a Service Map .......................................... Manual Conguration of a Service Map .......................................... Linking the Spooler Nodes ................... Connection to SAP Solution Manager and SAP XI ............................................ 4.4 Implementation of Service Maps for System Diagnosis .................................. Test Scripts ............................................ Simulated Error on the Network Switch ................................................... Displaying Affected Services .................

17 17 17 20 21 22

23

Determining the Root Cause ................ 4.5 Different Views on Service Maps ......... User Roles in HP OpenView Operations ............................................

24 25

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Contents

Denition of Service Maps for Specic Operator Types .....................................

53 57 58 58

Incident Exchange with SAP Solution Manager 4.0 ................................................

6.1 HP OpenView Service Desk ................. Incident Exchange Application Scenarios .............................................. 6.2

73 73 73

Business Process Monitoring

5.1 5.2

...............

Supply Chain Process Flow ................... Process Steps and Dependencies ......... SAP Solution Manager/ HP OpenView ....................................... Forwarding Information to the Business Process Monitor .................................... Displaying Errors in the Business Process Monitor Using HP OpenView .......

7
59 60 61 64 64 65 65 66 69 70

Business Service Management for SAP ..........................................................

7.1 7.2 7.3 7.4 7.5 7.6 Lifecycle of BSM ................................... BSM Methodology ............................... SAP Management ................................. Service Views ........................................ SAP Management Composite Application ........................................... Conclusion ............................................
......................................................

77 79 80 81 81 84 86 87 89

5.3

HP OpenView Business Process Insight ................................................... Service Management ............................ Technology Interaction ......................... OVBPI in the VMI Process .................... OVBPI Modeler .................................... Business Health Scorecard .................... Business Process Monitor .....................

Summary Index

..............................................................

Galileo Press 2007. All rights reserved.

1 Introduction

SAP NetWeaver, Enterprise SOA, and the mySAP components allow you to integrate business processes across enterprise boundaries. However, the wide range of components and the large number of systems in question have brought about an unavoidable increase in the complexity of the IT infrastructures involved in operating these processes. In addition, because these systems are connected to the Internet, availability requirements have also become more exacting. Customers who order goods or services on the Internet are simply not willing to accept downtime or lost transactions. This, in turn, places more demands on system administrators, who are responsible for the high performance, stability, and security of the infrastructure. Furthermore, these ever-increasing demands have to be met by a skeletal staff. Therefore, to support their employees in their daily tasks, enterprises require system management tools and processes that provide reliable control over these increasingly complex system landscapes. In the SAP environment, the main tools used for application management are the SAP Solution Manager and the Computing Center Management System (CCMS). The more heterogeneous an application landscape, the more useful it is to integrate the SAP-focused management environment into an overall enterprise management environment. These solutions, which include HP OpenView, serve as a central management console for the SAP environment, as well as for the integrated applications and middleware components of various manufacturers and customized applications. Optimal operation of complex application landscapes can only be guaranteed by integrating SAP Solution Manager/CCMS into the enterprise management environment. The availability and performance of IT infrastructures and applications are ensured by the continuous monitoring of business key performance indicators (KPIs) and the

service level, and by taking appropriate proactive steps when necessary. The goal is to identify and eliminate potential resource bottlenecks proactively before they have any noticeable effect on daily operations, and consequently result in a violation of the Service Level Agreement (SLA). If an incident occurs, it is the responsibility of the management system to minimize the consequences and duration of the disruption by quickly analyzing its causes. Ideally, the management system should also be able to react to incidents. In addition to daily operations, support is also required for other areas, including the help desk, system conguration, change management, and service level management. The special features of the SAP NetWeaver environment supporting Service-Oriented Architecture (SOA) based application implementation and the corresponding considerations for IT management are due to the implementation of a service-based architecture, Enterprise SOA. In Enterprise SOA, all processes are integrated and their interaction is largely automated. This means that enterprises can enjoy real-time information (Real Time Enterprise). However, this also requires some creative thinking in terms of application management. The introduction of ITIL-based (IT Infrastructure Library) IT service management processes supports the quality of services and the integration of business and IT. Monitoring must become increasingly automated to meet the increasing requirements for speed and availability. Appropriate tools must be used to integrate processes. This is the only way to ensure that processes are workable in practice. Complex workows and processes also exist in conventionally structured software systems; however, as a rule, they are not as tightly integrated as they can be with SAP NetWeaver. The control loops between business processes and IT systems that arise with SAP NetWeaver

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1 Introduction

interact and create new challenges for application management by connecting company strategy, business processes, IT management, application services, and virtual resources in an adaptive IT infrastructure. Furthermore, business processes are not system-specic in Enterprise SOA. Instead, parallel processing is used, and processes are run in the systems in which they can be processed most efciently. This eliminates the need for the constant monitoring of all systems in the system group. No system in Enterprise SOA is a self-contained unit. In terms of business processes, each system is interdependent. Consequently, a performance problem in one system can have serious negative effects on the other systems. In this kind of system group, the availability of each individual system is critical. New problems also arise regarding data consistency across all systems when it comes to data backups and recovery. Integrating SAP Solution Manager into an overall application management platform is particularly useful for managing this kind of large, heterogeneous environment. This is the only way to guarantee comprehensive monitoring and complete manageability for all components, as well as a perfectly orchestrated support environment. Because these systems are so tightly integrated, particular attention must also be paid to the quality of software development. A test environment should be set up that mirrors the complex interrelationships of the systems. Content This SAP PRESS Essentials guide uses an example of a typical SAP system landscape to demonstrate how the aforementioned challenges can be met using SAP Solution Manager/CCMS in an enterprise management environment. Although the examples provided in this book are based on HP OpenView, they are primarily intended to give you a basic understanding of the concepts used and to help you familiarize yourself with key integration options. Particular emphasis is therefore placed on techniques such as service-oriented and business process-oriented monitoring. Where possible, ITIL terminology is used to comply with ITIL processes. This guide will enable you to apply what you have learned in theory about enterprise management environments such as BMC, Mercury, CA, or IBM Tivoli.

It therefore helps project managers, solution architects, and application support staff to understand the most recent technologies for supporting both SAP applications and integrated non-SAP applications. After you read this guide, you will know how to do the following: Set up service-oriented application management environments so that your SAP management technologies dovetail with enterprise management systems Enhance SAP Solution Manager/CCMS to ensure continuous monitoring of SAP components, supported and integrated infrastructure components, and nonSAP applications Distinguish which components support a service or business process and pinpoint which component has caused an incident Structure of this Book The following topics are discussed in the individual chapters: Chapter 2 uses a ctitious sample company to describe a typical IT landscape comprising SAP and non-SAP components, as well as a selected Supply Chain Management (SCM) business process, which serves as a basis for all subsequent steps. In Chapter 3, youll become familiar with the conguration of the HP OpenView Smart Plug-in for SAP (SAP SPI) on the HP OpenView Operations management server and how it is integrated with SAP application servers and SAP Solution Manager. Examples are provided to illustrate how monitoring agents are installed and congured. Simulated errors are used to explain the different functions and to demonstrate how you can use HP OpenView Operations (HP OVO) to transfer information about the IT infrastructure and non-SAP systems to the Computing Center Management System. Chapter 4 details the conguration of service maps in HP OpenView Operations. The examples used here are based on the sample scenario described in Chapter 2 and on the selected Vendor-Managed Inventory (VMI) business process. These examples demonstrate how you can use service maps to chart and monitor complex relationships between different components in an application landscape, and how you can use correlations to quickly identify the causes of incidents. This chapter also explains

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1 Introduction

how to customize views for specic IT roles or users and how to protect these with authorizations. Chapter 5 explores in depth the different methods you can use for monitoring. It may be useful to monitor key business processes individually, which you can do in the Business Process Monitor (BPM) in SAP Solution Manager. In this chapter, you will also learn how to apply the techniques you have already learned to provide the Business Process Monitor with more information. In addition, an overview is provided of the options for monitoring business processes without SAP Solution Manager, using HP OpenView Business Process Insight (OVBPI). If you examine what percentage of all applications involved in the business process are SAP applications, this will help you to decide whether it would be most benecial to use SAP Solution Manager or a completely separate enterprise management environment such as OVBPI. Chapter 6 presents a new SAP Solution Manager 4.0 interface for handling incident reporting. This Incident Exchange interface enables the transfer of incident reports from SAP Solution Manager to the higher-level service desk for forwarding to the relevant administrators. Incident reports can also be forwarded to an in-house SAP support team, which may not have access to the higherlevel service desk, or the external SAP support team may be asked to provide documentation explaining how to eliminate a problem. After youve seen the different techniques that you can use to manage your SAP applications and integrated

non-SAP applications and technology in the preceding chapters, in Chapter 7, youll learn about the value of Business Service Management (BSM) for SAP by combining these techniques into a Business Service Dashboard. BSM addresses this need by integrating infrastructure, application management, and process management into a cohesive structure aligned with the business KPIs that drive revenue and costs to the bottom line. Lastly, Chapter 8 provides a brief summary of the book. Acknowledgements This SAP PRESS Essentials guide is based on my own experiences in the area of SAP application management and the IT Service and Application Management initiative (IT S&AM) started by Hewlett-Packard and SAP nearly three years ago. I was encouraged to pass on the knowledge I have gathered by the many conversations I have had with customers and by my experience with developing internal seminars for consultants. Special thanks go to my colleagues in HP ServicesHong-Xing Niu (HP China), and to Ravi Kumar and Karuna Kumar (HP India)for their tireless support in compiling the screenshots. Also my kind regards and thanks to Sreenath C. Lakshmanan; without his great support and team we would not have been able to manage what we achieved up to today. For his invaluable support in helping me write Chapter 7, I also want to thank Mike Morris (CTO) and Eric Robertson (Chief Architect) of MW2 Consulting, and his colleagues.

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4 Service Navigation with HP OpenView Operations

Now that weve looked at the connection between HP OpenView Operations (HP OVO) and the SAP Solution Manager/CCMS and have taken the rst step toward achieving end-to-end monitoring, we will turn our attention to service-oriented navigation (service navigation). You should also observe this introduced sequence of steps in a real-life project, because additional activities that are introduced in the following examples dont make sense without a properly running basic implementation as explained in the previous chapters. Therefore, you must rst customize a basic monitoring environment and then create service level oriented views on top of this environment Although service navigation functionality is not provided by SAP, it is indispensable for monitoring complex environments and dened service levels. Using a specic section from our Vendor Managed Inventory (VMI) sample scenario, well examine the service navigation topic. Youll be introduced step-by-step into the individual tasks, in this case, the creation of service maps (see Section 4.1 and 4.2). In Section 4.3, well use simulated errors to explain how the monitoring tools can detect these errors automatically, what the presentation in the service maps looks like, and how you can use the service tree to determine which services are affected by the error. Thus, dened users can specically isolate and solve problems (see Section 4.4).

nents required for the process are fully functional. If the components are not fully functional, there should be a way to determine the source of the error and how critical this error is in the overall process. In Chapter 3, we were introduced to the Message Browser. This physical view gives the administrator immediate insight into occurring events, because the Message Browser is the rst view to deal with these events. The relationships between different error messages, however, are not so clear, even though they might come from the same application components, nor is it obvious if an occurring error interferes with a critical business process. In our test scenario, for example, there are many components to monitor. Still, administrators should be able to recognize a prioritization for the occurring events. This is not possible from the purely physical view, though. For complex relationships, the Message Browser should therefore be extended by another presentation. Service views are based on physical views, but the system is looked at from a logical view. This makes it easier to identify how critical the impact of a problem is on a service or business area. For example, if a printer can be dened as being not critical for an area, the service view will display that there is a problem, but also that the problem will not bring an entire area to a standstill. Therefore, administrators can rst address the critical problems before the printer incident is solved. You can already see that both views have their value. To troubleshoot errors, after the logical prioritization of activities, you would refer to the physical views to receive detailed information about the disturbed components. Service maps in HP OpenView combine the physical and the logical view in system landscapes. Figure 4.1 shows a service map with detected components as a supplement to the normal views with regard to

4.1

Service Maps

Whether or not our business-critical VMI process works well depends heavily on the reliability and function of the systems and application components by which it is supported. Therefore, were looking to possibly group specic functions and systems in the monitoring process in such a way so that it is apparent whether the compo-

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4 Service Navigation with HP OpenView Operations

Figure 4.1 Sample Service Map

systems and applications. Service maps are called directly via the HP OVO console, from the main menu on the left side using the Services navigation tree. If you select a service node on the right side of the window, the next level of the tree structure is opened. In the navigation tree on the left side and in the graphical presentation on the right side, nodes are displayed with colored markup. The colors are identical to those used in the Message Browser and specify the urgency of the problem, i. e., the severity level. The service map has hierarchies; the status of nodes in lower levels is transferred and prioritized to the upper levels. This means that forwarding is performed according to user-dened rules, because an object can have several child nodes with different statuses. Because a superior element always has a xed status, this status is automatically calculated via calculation rules and displayed in real time.
1

Because every service in the service hierarchy uses a unique name and a service ID, this information is used to link incoming messages in the Message Browser to the individual nodes in the service map. When a message to which a service attribute is assigned appears in the Message Browser, the service status is affected. How it is affected depends on the severity of the message and the calculation rules. Every message in the Message Browser that has a service name assigned can therefore be mapped to the dened service in the service hierarchy. System Components and Service Maps To create a service map for a project, you rst need to think about the structure you want or the logical objects (e. g., order input or external posts, depending on your requirements) to which messages from dened objects are forwarded. A business view, for example, is derived from a real business process, which is usually stable even when physical objects change, unless the process ow itself is

1 For detailed information about forwarding rules, please see the HP OVO online help (http://ovweb.external.hp.com/lpe/ doc_serv) as we will not discuss them further here.

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4.1 Service Maps

changed (e. g., an SAP upgrade project). The SAP versions, databases, conguration details, etc., are changed during the upgrade. As long as the business process, which in this case is supported by SAP R/3, remains the same, all that changes is the physical mapping in the application management (ITIL: conguration items). The presentation of the service maps or the graphical presentation of the business process does not change. All changes to the system landscape must be reected in change management (ITIL: change management) if possible. This ensures that application monitoring works at all times. Figure 4.2 shows our sample company in a simple schema. Here, we want to create a service map based on our VMI process or the supply chain scenario, respectively, and the supporting components.
SAP Web AS SAP XI, SAP BW Portal

SAP R/3 This is the central R/3 server of the company. SAP Web AS The SAP Web Application Server by which web users establish a connection to the SAP systems. Additionally, there are application servers for the SAP middleware components (SAP XI, SAP BW, SAP NetWeaver Portal). SAP Solution Manager The SAP Solution Manager server is used by the company for implementation projects as a gateway to the SAP support and as a central SAP-centric monitoring platform. Therefore, it is a critical component that should be monitored. mySAP SCM The Supply Chain Management server is where the supply chain planning and related tasks are processed.

SAP Solution Manager

SAP R/3

mySAP SCM

End User 1/End User 2 This refers to users who access the (supplier) systems. Supplier employees are referred to as End User 1 if they access the system internally via the intranet; End User 2 refers to external users who can indirectly access the systems via the Internet and the rewall. Mail Server
ERP
Data Warehouse

Printer End User 1

Switch
Mail Server

Firewall

Vendor Side/ Data Center

End User 2

This is the mail server of the company via which mails generated by the SAP system are sent. Printer This is the printer for printing les generated by SAP or other applications. Switch This is the most important network node in our scenario. This node processes the communication with the end users, between the application components and the connected customer systems. Firewall The rewall protects the important connection between company-internal network (intranet) and external Internet. Internet In a simplied way, the Internet represents the connection to our customers and to employees who are not connected via the intranet.

Internet

Customer Side/ Data Center

Figure 4.2 Simplied Sample Scenario

On the one hand, it presents the supplier side with the computer center we are managing in this example; on the other hand, it shows the customer side with which important les generated by SAP systems are exchanged on a regular basis. This could be a 1:N relationship. In that case, not only one customer, but several customers would be connected via SAP NetWeaver Exchange Infrastructure (SAP XI) to our supplier systems, which would increase the demands on the high availability of the interfaces, the requested service levels of the dependencies, and therefore, on the monitoring itself. The SAP middleware (e. g., SAP XI), which sends and receives data, is even more critical the more communication paths it processes. Additionally, the following important components play a role in our scenario:

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4 Service Navigation with HP OpenView Operations

ERP The Enterprise Resource Planning (ERP) system (on the customer side) conrms automatically generated orders, for example, and triggers payment on delivery. Data Warehouse The warehouse system (on the customer side) sends inventory information to our supplier system via SAP XI. Dependencies in the Sample Scenario Figure 4.3 shows an extract of the dependencies in our sample company. In real life, these relationships are rst designed on paper or by using graphical programs (for example, Microsoft Visio). Ideally, they are already documented in the implementation project. The information must be recorded in appropriate workshops with the relevant specialists. All components above the separator line make up the business process layer; the components below the line constitute the physical layer. Every box represents a service, a physical unit, or a server, for example. These are:
2

VMI Object The root of our service map to be created is the Vendor Managed Inventory, referred to as VMI in Figure 4.3. This corresponds to the name of the business process supported by our sample service.3 The root of a service map can also be a service name, for example; this depends on the purpose and must be developed and specied during the project-planning phase. The VMI sample process should include the supplier and customers. Even though these are different companies, our objective is to use the service map to monitor and control the entire application part for suppliers, including the connections to the supplier if they are within the access range of the supplier computer center. Simplied, this results in four new child objects that are directly linked to the root of the VMI process: Vendor, Network, Customer, and Manager. Vendor Object The Vendor object refers to the most important components in our sample company that support the VMI business process. These are SAP application systems and components of SAP NetWeaver, as well as printer services and the end user access to the

VMI

Vendor

Network

Customer

Manager

Printer Service Printer service

SAP System SAP system

Access Access

Printers

Spools

Remote

Local

Local Printer (HP Printer)

mySAP SCM

SAP R3 (R/3 System T01)

SAP XI

Switch

Firewall

SAP Solution Manager (R/3 System S32)

Spoolscm

Dialog

Spool

Figure 4.3 Coherences in Our Sample Company (Extract)

2 The terms in parentheses show the short term that we will use in HP OVO to create the service (see Section 4.3).

3 The details of our sample company and the VMI business process scenario have already been discussed in Chapter 2.

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4.2 Automatically Creating a Service Map

applications (SAP GUI, SAP NetWeaver Portal, nonSAP portals, terminal clients). For end users in dialog operation, it is irrelevant if the SAP systems are not running or if the access has failed; they would always perceive such a problem as the unavailability of the application. The SAP System node consists of two nodes: mySAP SCM (responsible for planning aspects) and SAP R/3 (in our example, this node is responsible for the production and settlement of ordered goods). The Printer Service has two nodes as well: one for physical printers in the system, and another node for the print spooler, which can be SAP-internal or an external output management system, for example HP Output Server for SAP. This external output server is fed by the SAP systems and, in the simplest case, sends the output to the corresponding printer. Usually, the printers and output servers are not exclusively used by SAP applications so that cross-references might be involved, similar to the Network object. Our spooler is connected to the SCM-internal spooler (Spoolscm) and the R/3-internal spooler (Spool) because both systems generate printouts. Additionally, the Vendor object is also linked to the application access. There is a distinction between company-internal end user accesses and external end user accesses. In our example, access is achieved via the R/3 dialog instance. In our scenario, the R/3 system (SAP R/3) is included in the computer center on the supplier side. To simplify our example, there are only two child nodes, Spool and the Dialog instance. In real life, this service map would be much more complex, for example, due to Batch, Enqueue, etc.; usually, SAP SPI creates these complete subtrees automatically. Because users have made a connection to the R/3 dialog instance, both the Remote and the Local nodes have a link to the Dialog object. Therefore, the Dialog object is a child object of the SAP R/3, the Remote, and the Local object. If there is a problem with the Dialog object, this might affect all of the three nodes depending on the severity of the problem. The same applies to the Spool object, which is a child object of SAP R/3 and Spooler.

Network Object The Network object stands for our network in the sample company that supports the VMI process. It contains an important network switch (internal company network) and a rewall that forms the gateway between internal and external network. In general, our network is maintained by specialized teams within a company. It is therefore possible that our switch or the network is also integrated in a dedicated network service view. People responsible for SAP, for example, therefore need to include only a partial view in their service tree that already exists in other teams. Customer Object The Customer object represents the application interfaces to the customer. This connection is very critical for the VMI business process. If it fails for whatever reason, warehouse stock information, sales orders, etc., can no longer be received by the customer. It might no longer be possible to provide information about the customer and the customers systems. Behind the customer node, there is a rewall for separating intranet and Internet, as well as the SAP NetWeaver Exchange Infrastructure (SAP XI) that distributes the application documents. Manager Object The Manager object represents the logical object Business Process Monitoring (see Chapter 5). This could be the Business Process Monitor (BPM) in SAP Solution Manager, another component like HP OpenView Business Process Insight, or both. As you can see, relationships between individual nodes can be important and complex. An object can have several child objects, and a child can be assigned to several parent objects. An error in one object can affect several services, and a service can depend on several physical nodes. In the following section, we will generate the service map for the suppliers computer center, not for the suppliers customer. Both are separate companies with their own applications, infrastructures, and management technologies. Only in rare cases would both environments be monitored from a management environment; however, this could occur in real life if, for example, both compa-

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4 Service Navigation with HP OpenView Operations

nies were using the same service provider for outsourcingfor example, the supplier for their supplier systems, and the customer for their ERP/warehouse systems. All of these dependencies must now be transferred to service maps within HP OpenView.

SAP systems for which the service maps are to be created. 2. To determine whether the le r3itosap.cfg already resides on our sample server hp344-6, well use the inventory function. Right-click on the hp344-6 node, and in the context menu that appears, navigate to View Policy Inventory (see Figure 4.4).

4.2 Automatically Creating a Service Map

The HP OpenView Smart Plug-in for SAP (SAP SPI) includes an option that lets you create service maps automatically, the Auto Discovery Policy. This policy can be distributed to every node to be monitored so you can analyze the running SAP instances and automatically generate the corresponding service maps. The automatically generated service maps are then integrated in other maps, for example, or they can be graphically changed and stored with rules. The service map created in this way is then an individual setup, i. e., every service map is a unique presentation of the respective application environment from which it originates. It usually consists of several levels: The rst level of a grouped object, for example, contains all R/3 systems. If this level is opened on screen in the service map, an object is displayed for every existing R/3 system that has been located in the environment. The R/3 systems in the service map change the status, depending on the states of their attached nodes. The second level contains logical objects, for example, within an R/3 system. These objects are purely logical objects without message text, which are used to quickly gain a general overview of the status of the services provided by the R/3 system. Thats what should occur in theory. Now, lets look at how thing work in real life. We will look at the steps required to create a service map automatically. To use the service view of SAP SPI, we rst need to nd out which services are running on the SAP servers. Then, we can transfer this information to the HP OVO database and display it. 1. The Auto Discovery Policy requires information from the le r3itosap.cfg (see Chapter 3). For the automatic creation of the service maps, it is therefore important that this le is forwarded to the monitored

Figure 4.4 Listing of Distributed Policies

3. In the list of displayed policies, select the entry hp344-6_r3itosap.cfg (see Figure 4.5).

Figure 4.5 Selection of the Corresponding Policy

4. In the HP OpenView console, navigate to Policy management Policy groups SPI for SAP, and on the right side, select the policy r3sdisc (Service Auto Discovery). This is the discovery policy for SAP R/3. 5. From the context menu, select the function All Tasks Deploy on... (see Figure 4.6).

38 Galileo Press 2007. All rights reserved.

4.2 Automatically Creating a Service Map

cution were successful. The execution should have been started immediately after distribution. 1. Select View Policy Inventory for the corresponding system. 2. If the result is available, it is displayed automatically (see Figure 4.8). Please note, however, that depending on the system's complexity, the discovery process
Figure 4.6 Deploy on...

after distributing the discovery policy can take several minutes before a result is displayed.

6. In the popup window Deploy policies on... under Managed nodes, select the node on which the automatic discovery function should run; in our case, this is hp344-6 (see Figure 4.7). As you can see, the discovery function can be triggered on several servers at the same time (checkbox HPLP2-18).

Figure 4.8 Checking the Proper Distribution of the Discovery Policy

Figure 4.9 shows the automatically generated service map. This map is now regularly updated by the systemonce a day or when the policy changes; the updating function can also be suppressed. All service maps generated by the system automatically or manually can be selected and displayed via the tree on the left side of the view. Typically, SAP SPI locates the SAP services automatically; however, if this process is not properly executed, you can distribute the policy manually and execute the discovery function (repeatedly). You then have to disable
Figure 4.7 Deploy Policies on...

the deploy policy only if version is newer checkbox and re-execute the discovery function by clicking on OK (see Figure 4.10). This scenario could occur if the Smart Plug-in searches for information that does not exist on the systems, e. g., in the default directory. For example, SAP SPI requires the names of the hosts (servers) running SAP instances, and the directory storing the SAP prole les. These prole directories contain SAP default, instance, and start proles. The SAP default and instance proles are important for the discovery function in particular because they contain SAP system-specic and instance-specic information.

7. Conrm the process by clicking on OK. The policy is then distributed and executed. If you want to prevent the entire service map from changing automaticallynormally, detected services are integrated in more complex service mapsyou can also specify before distribution that the policy is to run only once. Next, you can manually check whether the distribution of the discovery policy and the corresponding exe-

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4 Service Navigation with HP OpenView Operations

Automatically Added Service Maps

Figure 4.9 Automatically Congured Service Map

By default, the discovery tool for SAP SPI resides in the following directories: UNIX /sapmnt/T01/prole/ Microsoft Windows \\<central-instance-host>\sapmnt\SM1\SYS\prole\ where <central-instance-host> is the name of the host on which the corresponding SAP system is installed. You can use long and short host names as well as an IP address. In most cases, discovery errors occur because the SAP prole data is not in the default directories. To solve this problem, perform the following steps: 1. Using the deploy function, double-click on the system name to open the Environment Variables dialog box (see Figure 4.11).
Figure 4.10 Manual Distribution and Execution of the Discovery Policy

40 Galileo Press 2007. All rights reserved.

4.3 Manual Conguration of a Service Map

leftmost icon in the toolbar of the OVO console (see Figure 4.13).

Figure 4.13 Toolbar of the OVO Console

The Service Editor is a standalone program. When it is started, it automatically creates a copy of a service hierarchy called Model Cache. All input within the editor rst takes place in the Model Cache. Only after you click on Apply or OK will the cache contents be transferred and saved to the actual service model. The following steps will show you how the service map of our VMI sample scenario is developed using the Service Editor.
Figure 4.11 Environment Variables of the System

1. Open the Congure Services dialog box as described above. 2. First, create the root of the service tree, which, in our case, is called VMI. Select the Services node in the service hierarchy and click on the Add Component button (see Figure 4.14).

2. When you click on New, the New System Variable dialog box opens (see Figure 4.12). Enter the correct path of the prole le and then click on OK.

Figure 4.12 Entering a New SAP Prole Path

3. After the policy has been redistributed, the problem should be solved.

4.3 Manual Conguration of a Service Map

Now that you know how SAP SPI automatically generates parts of an SAP-relevant service map, we will look at how to manually congure a service map, which can be far more important when mapping complex relationships in a company-specic and reasonable way. In order to change or create service maps and hierarchies, the Service Editor must be used. To start this editor, in the navigation tree on the left side of the HP OVO console, right-click on the Services entry and select Congure Services.... Alternatively, you can also click on the 3. The following information needs to be entered (see Figure 4.15): Display Name: VMI. This is a changeable mandatory eld. Service ID: VMI. This is an unchangeable mandatory eld.
Figure 4.14 Creating a New Root Node

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4 Service Navigation with HP OpenView Operations

Description: service denition for the VMI service, e. g., VMI service.

2. Select Add Component to open the window for entering a new component where you will enter the following data: Display Name: vendor Service ID: vendor Description: This is the vendor component of the VMI service. 3. Once you click on OK, your object is created. After you click on Apply, your work will be saved. 4. Do the same for the child objects manager, network, and customer. The nal version of the tree structure should look like the one shown in Figure 4.17.

Figure 4.15 New Component Service

4. Once you click on OK, your object is created. After you click on Apply, your work will be saved (see Figure 4.16).
Figure 4.17 First Level of the Tree Structure Below the VMI Root

We have just given you a rough description of the top level of the VMI service. Only the other levels planned for our scenario are still missing (see Figure 4.3 again). Again, we will proceed in the same way as described for the other nodes: 1. Using the same method, insert printer service, access, and sap system under the vendor node. Under the printer service, insert the printers and spools nodes; and under the sap system node, insert a node called scm. 2. Additionally, you can create the rewall and switch
Figure 4.16 Created VMI Node

nodes under the network node. For the next step, we will use the knowledge we gained in Section 4.2 by directly integrating the service tree for the R/3 System T01 that was automatically generated via SAP SPI in our VMI service tree, i. e., in the level under vendor sap system. We do this via a link to the already existing subtree. Perform the following steps:

Now well create the next object. This time the object is not a standalone object, but rather a child object of the previously generated VMI object. Perform the following steps: 1. Select the VMI object in the service hierarchy of the Congure Services dialog box.

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4.3 Manual Conguration of a Service Map

1. Select the sap system node in the service hierarchy of the Congure Services dialog box. In the Selected Item area, click on Add Dependency (see Figure 4.18).

Figure 4.18 Linking Systems

Figure 4.20 Linking an Automatically created R/3 Tree

2. In the Add Dependency Relationships dialog box, select the checkbox next to R/3 System T01this system should be linked. In this window (see Figure 4.19), you will nd all entries for automatically detected systems that were discovered by previously distributing the discovery policy. Click on OK.

Additionally, we will now integrate a dialog node under the automatically generated tree structure. As described in Section 4.2, all connections to the SAP systems will cross this node. The dialog node is inserted as follows: 1. Select the R/3 Instances node that can be found in the service hierarchy of the Congure Services dialog box under vendor sap system R/3 System T01 (see Figure 4.21). Click on Add Component.

Figure 4.19 Inserting an Automatically Generated Subtree Figure 4.21 Inserting an Additional Dialog

3. Figure 4.20 shows that the subtree has been integrated for the R/3 System T01. With this procedure, you can save a lot of time and combine any subtrees. Lastly, save your work by clicking on OK (in the Add Dependency Relationships window) and Apply (in the Congure Services window).

2. In the Service Type area, select the Show SPI Service Types checkbox, and in the Service Type dropdown menu select the InstanceName entry. Maintain the following information (see Figure 4.22):

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4 Service Navigation with HP OpenView Operations

Display Name: dialog Service ID: dialog Description: This is the dialog component of the R/3 instance service. (Note that this is not visible in Figure 4.22.)

Linking the Spooler Nodes From Section 4.2 you know that the spoolscm node is not only a child node of scm but is also anchored to spools as a child process. This linking among several nodes is achieved via the following steps: 1. Select the spools element in the service hierarchy and click on Add Dependency. 2. Select the Spool checkbox under the node Applications SAP R/3 Systems R/3 System T01 as well as the checkbox spoolscm under the node VMI vendor sap system scm (see Figure 4.24).

Figure 4.22 Introduction of a New Component Service

3. When you click on OK, the dialog denition is completed. Once you click on Apply, the changes will be saved. 4. Using the same method, you can add the node spoolscm, at rst as a child node of VMI vendor sap system scm (see Figure 4.23). 3. Click on OK to complete the denition of the link. The relationship of spools to spoolscm and spool should then appear as shown in Figure 4.25. In this procedure, the logical levels remote and local need to be integrated. The remote node in the service map represents all remote network accesses to our application landscape; the local node represents all local network accesses. Using the procedure explained so far, you should be able to create the relationships of remote to switch and dialog (see Figure 4.26), or of local to switch and dialog,
Figure 4.23 Dened spoolscm Node Figure 4.24 Selecting Child Nodes for Spools

respectively (see Figure 4.27).

44 Galileo Press 2007. All rights reserved.

4.3 Manual Conguration of a Service Map

Only with these dependencies do the dened nodes really make sense, because they are important for building the relationship. In the following two examples, well insert the corresponding relationships. Connection to SAP Solution Manager and SAP XI Now that we have dened the accesses to our sample landscape, we will want to eventually add the last two systems, which are still missing but important for our application landscape, to our service map: SAP Solution Manager for administration and SAP XI for the communiFigure 4.25 Completed Linking

cation of the application with customer systems. In our example, SAP Solution Manager is used for SAP in-house support and for the external connection to the SAP support and the support partners. Although administrators dont usually conclude Service Level Agreements (SLAs) with themselves, it does make sense to integrate SAP Solution Manager in the service map of the service navigation. Problems that occur at a later stage are then immediately visualized in the graphic. 1. The SAP Solution Manager is linked below the manager node by selecting the R/3 System S32 in the popup window Add Dependency Relationships (see Figure 4.28); in our sample company, this is the SAP Solution Manager server with the service ID S32.

Figure 4.26 Remote Links

This subtree was also automatically detected by the previous actions. We had selected two systems when distributing the discovery policy.

Figure 4.28 Integrating SAP Solution Manager Figure 4.27 Local Links

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4 Service Navigation with HP OpenView Operations

2. The SAP Net Weaver Exchange Infrastructure (SAP XI) is integrated as xi under VMI vendor sap system in the service hierarchy (see Figure 4.29).

Figure 4.30 Customer Links

Figure 4.29 Integrating SAP XI

With SAP XI, all components of our supplier (vendor) are now integrated. Of course, you can do much more with the aforementioned tools, for example, with regard to SLAs, etc., but the examples provided should be sufcient for illustrating the general service map function. Although an important communication to the customer system takes place in our vendor-managed inventory example, it does not make sense to integrate it in the service map because you usually would not have any application management responsibility for these systems. However, it does make sense to monitor and to integrate those communication facilities in the service maps that participate in the communication to our customer systems. For this reason, we will supplement the customer subtree with appropriate dependency denitions. To simplify things, we will assume that the communication depends on the status of SAP XI and the rewall. 1. As before, use the Add Dependency button to create dependencies from VMI network rewall and VMI vendor sap system xi to the customer node (see Figure 4.30). 2. Click on OK to complete the child node denition of customer, and click on the Apply button in the Congure Services window to save your changes (see Figure 4.31). The work on our exemplary service map is complete. After you click on the OK button in the Congure Services window, all entries will be conrmed and you will automatically get to the view shown in Figure 4.32. HP OpenView Operations has automatically generated a service map from our congurations. From now on, any changes to critical system services will be displayed graphically. This service map can be opened at any time from the console tree, from the Message Browser, or from another service map view. If you select a service from the service directory in the console tree structure, a service hierarchy is displayed beginning with the selected node. The symbols and lines in our service map are color-coded to
Figure 4.31 Completed Customer Links

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4.4 Implementation of Service Maps for System Diagnosis

Figure 4.32 Automatically Generated Service Map of Our Sample Company

display the different degrees of exposure, severity levels, and status forwarding. The different line types represent dened relationships. To move an object to the center of the service map and to better see the subtree, the object is simply selected using the left mouse button, and the graphic will adapt automatically. You can also click on any spot on the screen to center that area in the window and as needed, place all other objects around this area. If comments were inserted for the individual nodes during creation, like we did, these comments can be displayed on demand via the graphical elements in the service map. These comments display when you double-click on an icon in the service tree. These descriptions of the objects help administrators develop a better understanding for the objects to be managed; you should therefore always use comments. A plus icon in the lower right corner of a displayed service icon indicates that a subservice tree exists. If you click on the plus icon, the corresponding subservice opens. When you get to the lowest level, the plus icon changes to a minus icon, which indicates that there are no more subservice trees. The logic dened in the service map and the dened icons ensures service-oriented reporting, and the automatic notication of support staff as well as workows initiated by automatic actions.

4.4 Implementation of Service Maps for System Diagnosis

In the next step, well see how we can use service maps to identify problems. As mentioned above, occurring events are displayed in the service map hierarchy depending on their impact. The stronger the impact, the higher the event climbs up the service tree. This makes it easy to quickly detect the affected services and the root cause as well as the corresponding events in the service map. This is an important characteristic of service maps, because errors and error messages cause more error messages at other levels. In service maps, you can instantly recognize the origin of errors, i. e., the source or cause of the main problem. Therefore, you can specically and directly address the cause of the problem, depending on the Service Level Agreements. The service-oriented graphic supporting the Message Browser therefore displays the relationships and simplies the detection of problems. In the following examples, we will simulate incidents in the system with varying impacts and different severity levels: Normal, Warning, Minor, Major, and Critical. Test Scripts To regularly test the created service maps, we recommend that you write a small script for simulating errors. When

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Index

A
Action processing 14 Administrator 16, 52 Administrator role 52 Affected services 49 Agents 17 Alerts 10, 61 Application environment 38 Application incident 65 Application management 8 Application monitoring 35 ARIS Business Architect 79 ARIS for SAP NetWeaver 58 Auto discovery policy 38 Automatic action 30 Availability 78

Change management 20, 25, 35 Requirements 9 Checking interval 16 CMDB 11, 73 Communication facilities 46 Configuration items 8, 35, 73 Configuration management database 11, 73 Correlations 27 Customer 46

HP OpenView Service Information Portal 14

I
Incident Exchange 73 Incident Exchange Interface 73 Infrastructure management 8 IT Infrastructure Library 3, 7, 8, 11, 20, 35, 74, 77 IT management requirements 9 ITOUSER 21 IT service management 7 ITSM process 65

D
Dashboard 82 Discovery 14 Discovery policy 39

J
Job monitor policy 22 Job overview 25 Job scheduler 23, 27 Job termination 25

B
Batch job 22 Business Health Scorecard 69 Business management 7 Business process 34 Business process monitor 57, 60, 70 Business process monitoring 14 Business Process Platform 79 Business process requirements 8 Business Service Management 77 Architecture 78 Lifecycle 79 Methodology 80 Principles 81

E
End-to-end monitoring 13, 15 Enterprise Application Integration 65 Enterprise Management platforms 15, 16 Enterprise SOA 4, 13, 78 Error information 17 Error messages 61, 63 Exceptional situations 16

K
Key performance indicators 3, 57, 77

L
Lifecycle management 8 Line of business 81 Logfile 22, 30 Logfile monitoring 28 Logfile policy 28

H
HP OpenView 3, 12, 59 HP OpenView Business Process Insight 14, 57, 65, 66, 81, 82, 86 Modeler 66 HP OpenView Executive Dashboard 14 HP OpenView Gallery Smart Plug-in 23 HP OpenView Operations 12, 14, 15, 17, 20, 49, 51, 62 Configuration 17 HP OpenView Service Desk 63, 73

C
CCMS 3, 7, 15 Central management 16 Certified interface 15

M
Main defect cause 47 Management database 17 Manufacturing and distribution industry 79

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Index

Message browser 17, 19, 20, 25, 27, 30, 33, 63 Message processing 14 Message properties 27, 50 Microsoft SQL 17 Model cache 41 Monitoring policy 24 Monitoring templates 20 mySAP SCM ICH 58

Root cause 17, 47, 50 Root cause analysis 51 Root cause map 51

Solution Map 79 Spooler nodes 44 SQL Server 17 Standard connectors 68 Subservice 47 Sun Solaris 15 Support Automation 81 Syslog 22 System diagnosis 47 System Landscape Directory 11

S
SAP application management 81 SAP BW 10 SAP Global Active Support 73 SAP GUI 17 SAP infrastructure management 81 SAP jobs 22 SAP Job Status Management 16 SAP management 81 SAP NetWeaver 3, 79, 86 SAP NetWeaver Exchange Infrastructure 10 SAP NetWeaver Portal 10, 84 SAP Solution Manager 3, 7, 12, 15, 45, 57, 59, 73, 77 SAP SPI 13, 15, 20, 38, 42 Functions 17 SAP SPI policies 21 SAP upgrade project 35

N
Namespace 20 Non-SAP applications 15, 28

T
Test scripts 47 Transaction RZ20 20, 25, 28 Transaction SM36 25 Transaction SM38 25 Transaction VA01 80 Troubleshooting 22 Trouble tickets 27, 69

O
opcagt 19 opcmsg 19, 48, 51, 61 openadaptor 65 Open connectors 67 Operator 52 Operator role 52

U
UNIX 15 User roles 52

P
Performance management 17 Performance parameter 25 Physical and logical views 33 Physical objects 34 Policy 21 Policy changes 28 Policy management 21, 23, 38 Problem management 52 Profile files 39 PSM planning 68

Service-oriented navigation 33 Service editor 17, 41 Service hierarchy 41 Service ID 34 Service level 3 Service Level Agreements 3 Management 81 Service level management 23 Service map 33, 46, 48 Views 52 Service navigation 33 Service views 81 Severity 20, 47, 48, 50, 69 Severity level 34 SLA/SLO 57 Smart plug-ins 13

V
Vendor 46 Vendor-managed inventory 9, 36, 58, 79 VMI service 55

W
Web services 79 Work process monitoring 16

R
Real Time Enterprise 3 Remote desktop client 54

Z
Z_JOB_ABORT 25

90 Galileo Press 2007. All rights reserved.