1SAP CRM OverviewE2E Overview

2Unit Overview

Introduction

? Lesson 2: End-to-End Diagnostics Root Cause Analysis Components

? Lesson 1: CRM Technology Components

3EP

CRM Components

SCM BI

ECC

ECC

Non SAPBackend

CRM Server

IC Scenario

Mobile

(Hand

held)

Online

Scena

rio

Communication Station

Field Scenario

WebApplication

Server

E-commerce

Please see Master Guide mySAP CRM 2005 in SAP Service Marketplace alias instguides! The CRM Master Guide provides important information about the installation planning for mySAP

CRM scenarios The mySAP CRM Master Guide can be used to get an overview of mySAP CRM, its software

units and scenarios from a technical perspective.

4SAP Web AS Architecture

? Some components and their tasks are described below:

? The Internet Communication Manager (ICM) sets up the connection to the Internet. Itcan process both server and client Web requests. It supports the protocols HTTP,HTTPS, and SMTP. The SAP Web AS can behave as a Web server or as a Webclient.

? The ABAP-dispatcher distributes the requests to the work processes. If all theprocesses are occupied the requests are stored in the dispatcher queue.

? The ABAP Work Process executes the ABAP code.? The message server (MS) exchanges messages and balances the load in the SAP

System.

? In the Java component of the SAP Web AS there are the components Dispatcher,Server Process and Software Deployment Manager.

? MPI (Memory Pipe) is a memory-based structure for communicating between theInternet Communication Manager (ICM) and work processes.

? SDM (Software Deployment Manager) is a tool for delivering non-ABAP SAPdevelopments.

5SAP Web AS Architecture with multipleinstances

GWGWGW

? Each of these integrated instances of the SAP Web AS contains the (ABAP)dispatcher and its work processes as well as the Java dispatcher and its serverprocesses. The Java dispatcher distributes the incoming J2EE requests to the JavaServer processes.

? The Java cluster requires a special instance, the Central Services, for managinglocks and transmitting messages and data. The Central services are similar to theABAP message and Enqueue server.

? Finally, all the applications and data for ABAP and Java each is stored in onedatabase.

? Each instance of an SAP System has a gateway. The gateway enablescommunication between work processes and external programs via RFC, as well ascommunication between work processes from different instances or SAP Systems.

? The SAP Web dispatcher lies between the Internet and your SAP system. It is theentry point for HTTP(s) requests into your system, which consists of one or moreNetWeaver application servers.

6SAP Web AS install options

? The ABAP part of the WAS is often called ABAP stack? The Java part of the WAS is often called Java stack.

7Introduction to End-to-End Diagnostics:Unit Overview

Introduction to End-to-End Diagnostics

? Lesson 1: CRM Technology Components

? Lesson 2: End-to-End Diagnostics Root Cause Analysis Components

8E2E Diagnostic Problem detection versusresolution

C(++)ABAP Java .net

ComponentDiagnostics

Cross componentDiagnostics

IT Reporting

NAIL IT DOWN

ISOLATECOMPONENT

ANALYTICS

E2E Workload Analysis E2E Exception Analysis E2E Trace Analysis E2E Change Analysis

SAP Solution Manager

Health CheckMONITOR AND

ALERTEvaluate

Aggregate

E2E Diagnostics

PROBLEM DETECTION = SOLUTION MONITORING

PROBLEM RESOLUTION = ROOT CAUSE ANALYSIS

9Third Party Tools Included in Diagnostics

Client DiagnosticsServer Performance DiagnosticsSAP Standard for

to use Appsight Console to analyze client logsrecorded by the blackbox

to create of own instrumentation

to create instrumentation for custom code

to create own dashboards (includingdefintion of customized monitoringtresholds)

Solution SupportEnablement Packincludes a license

for the recording agent of Appsight(blackbox)

... of Wily Introscope for SAP deliveredinstrumentation and dashboards

SAP Solution Manager4.0 includes a license

Appsight is a system built on a uniqueproblem resolution architecture that wasdesigned from the ground up with patentedBlack Box technology to optimize the problemresolution process.http://www.identify.com (part of BMC)

Introscope is a performancemanagement solution that enables you tomonitor complex Web applications inproduction environments 24x7.http://www.wilytech.com(part of CA)

Scope

? Solution Support Enablement Pack (SEP) is a billable addon to SAP SolutionManager.

? SAP Support can use the full scope of both products to provide service and supportto customers.

10

E2E Exception and Workload Analysis Architecture for Data Collection

ABAP

ABAP

Java

J2EE

C / C++

SAP BusinessIntelligence

Wily IntroScope(Standalone JVM)

RFCInterface

DiagnosticsAgent

DiagnosticsAgent

DiagnosticsAgent

DiagnosticsAgent

IntroScope EnterpriseManager (SmartStor)

InfoCube

SAP SolutionManager

(J2EE / ABAP stack)

Data collection once a hour

11

E2E Workload Analysis Architecture for DataAnalysis

E2EApplication

E2EApplication

ViewsViews

WebTemplates

WebTemplates BEx QueriesBEx Queries InfocubesInfocubesConfig XMLConfig XML

E2E WAE2E WA

WorkloadOverviewWorkloadOverview

BDocMessages

BDocMessages

SummaryView WT

SummaryView WT

BDoc WTBDoc WT

SummaryView Q

SummaryView Q

BDoc Q1BDoc Q1

E2EPerf.E2EPerf.

BDoc Q2BDoc Q2

12

Introscope Architecture

Real-time,Historical, &Performance

Alerting

IntroscopeEnterpriseManager

Persistentstore

JVM

SAP J2EE

SAP CRM

Agent

JVM

SAP J2EE

SAP XI

Agent

IntroscopeWebView

IntroscopeAgent

IntroscopeWorkstation

IntroscopeAgent

JVM

SAP J2EE

SAPEnterprise Portal

Agent

IntroscopeAgent

13

Introscope Components

? Enterprise Manager? Central persistent repository for all Introscope performance data? By default installed on SMD machine in directory /usr/sap/ccms/wilyintroscope? Should run as Windows service / Unix background process

? Agent? Plugs into the monitored J2EE and ABAP server nodes? Installed by default in /usr/sap/ccms/wily or /sapmnt/SID/global/wily for J2EE and as

wilyhost SMD agent application? Installation directory contains JARs and customizing files

?WebView? Web-based graphical UI to display Introscope performance data? Deployed on the SMD J2EE Engine, linked in SMD navigation

?Workstation? Swing-based UI.? Similar as WebView but with advanced capabilities and more user-friendly.

14

Introscope Data for NW ABAP + JAVASystems

SAP Host AgentOne per Hostretrieves snapshot data from local ABAPInstancesmeasurement interval 15s 300s dependson metric type

Introscope Byte Code Agent One per J2EE Server Node regularly reports summary of all events measurement interval 15s

System Snapshot Metrics Only reported on host of central instance

Instance Snapshot Metrics Reported for each instance

15

E2E Workload Analysis - Targets

Open infrastructure for integration of new component? Provide an open infrastructure to integrate existing and up-coming software components

Minimal integration effort? Minimize effort to integrate new components by using generic infrastructure components

(e.g. WilyTech IntroScope, SAP BI) and by using UI generation technologies (e.g. IS dashboard definition)

Support component and cross-component WorkLoad Analysis aswell as IT Reporting / EarlyWatchAlert? Provide a technical infrastructure to cover the different types of workload analysis:

? IT Reporting / EarlyWatchAlert (problem detection)? Central cross-component analysis (problem detection? problem resolution)? Central component-specific analysis (problem resolution)

16

E2E Exception Analysis - Targets

Easier and efficient diagnostics by identifying? The most frequent errors?? The applications causing the most frequent errors?

Logs for all involved components are stored? To display frequent error pattern at managing system? To display log entry grouped by different criteria (e.g. by software component, location,

user) at managing system? To jump from E2E ExceptionAnalysis at managing system to specific log analysis tools at

managed system (e.g. NWA LV, ABAP SysLog)

Dumps for all involved components are stored? To display dumps at managing system? To display dumps grouped by different criteria (e.g. software component, user) at

managing system? To jump from E2E ExceptionAnalysis at managing system to specific dump analysis tools

at managed system (e.g. ThreadDumpAnalysis, ABAP Dump)

17

End-to-End Trace: BSP based Applications

InstrumentedBrowser

CRM ECC

Network ApplicationLogic

ApplicationLogic

Create Passport1 Activate Trace2 Activate Trace3

Correlation IDTrace Flags

HTTP Header

Correlation IDTrace Flags

HTTP Header

Correlation IDTrace Flags

HTTP Header

End-to-End Trace Display in SAP Solution Manager

18

E2E Trace Analysis - Targets

Central server-side trace enabling? Because of security reasons, it is necessary to enable E2E tracing on request instead of

having it permanently switched on

Client-side trace triggering? Only at end users client side the information about correlations between requests and

clicks and between clicks and user scenarios are known

Central server-side trace analysis? At the managing system all component-specific trace summaries are collected to identify

the process steps / components which need to be analyzed in deeper detail. From E2ETraceAnalysis at managing system a direct link to the local trace analysis tools atmanaged system is possible.

? ? Application at managing system can switch on E2E tracing for all involvedmanaged systems

? ? E2E tracing is triggered by trace flags / levels and correlators (for user scenario,click and request) at client side

19

E2E Change Analysis - Targets

Easier and efficient analysis by identifying changes:? Did we change any technical configuration parameters?? How many transports were imported last week?? When did we import support packages?? Which systems of my solution were changed?

Component-specific change analysis:? Compare configuration parameters in the same system but for different timestamps. This

is a typical use case in Root Cause Analysis? Compare configuration parameters within the transport landscape? Compare configuration parameters between multiple instances in order to achieve

homogeneous parameter settings

Aggregated change analysis based on SAP BI:? Aggregated view regarding changes appropriate to dedicated types as parameter change

(DB, ABAP, J2EE, ...) and software change (ABAP transports, ABAP SPs, J2EEdeployments, ...)

20

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