BPMon Overview

Business Process Monitoring

Overview & Motivation

© 2011 SAP AG. All rights reserved. 2RKT

Increase Value for the CompanyIs it a business task or an IT task?

Find improvement potential within business processes

Search for the “needle in the haystack”

Relying on input from business department

Find-out if Business Process Monitoring provides added value

Functional Scope covered?

Effort to get started?


What customers want to achieve?Business Process Stabilization & Improvement

Time

Out

put

Improvement:Increased output in the future

Exception

Stabilization:

Faster reaction on exceptions to bring output back to expected level

© 2012 SAP AG. All rights reserved. 4

IT Problems and their Consequences on the Business Some business related problems can only be solved by IT

Failed workflow approval

Workflow does not reach the inbox for approval -> purchase order not released -> Component not delivered from vendor -> Manufacturing line stops due to missing part -> No shipment to Customer

Lost revenue

IDOC Processing with sales order data fails

Order creation delayed -> No delivery created -> No shipment to Customer

Lost/delayed revenue

Delivery due job delayed or cancelled

No delivery created -> No / delayed shipment to customer

Lost/delayed revenue


IT Problems and their Consequences on the Business Some business related problems can only be solved by IT

Failed workflow approval

All purchase orders in approval

IDOC Processing with sales order data fails

All sales orders created with no corresponding delivery documents

Delivery due job delayed or cancelled

All the sales schedule lines open and overdue

End user behaviourIncorrect configurationWrong responsibilities

Wrong status setMissing customizing

Remaining qty not rejectedDelivery block set


Business Process Monitoring and Improvement Alert Monitoring, Analytics, Dashboards

IT BusinessBusiness Process Stabilization(based on interfaces, job and cross application monitoring)

Business Process Improvement (based on document backlog)

Business Process Improvement(based on internal benchmarks)

• Minimize interface failures• Minimize errors or delays in

background processing• Maximize technical

performance• Avoid functional errors (e.g.

ABAP dumps, update errors)

• Clean up old & open business data

• Identify possible end-user training gaps

• Standardization issues• Close process design gaps• Adjust customizing and/or

configuration

• Lead Time calculation for certain process steps

• Analysis of Inventory (Slow Moving Stock)

• Supply Chain Analysis (STO Value in Transit, STOs without Deliveries)

• Order Analysis (Returns, Rejections, Incompleteness)

“Protect initial investment” “Make most of initial investment & achieve optimum according to plan”

Alert Monitoring for interfaces, background jobs & cross-application

Business Process Analytics & Alert Monitoring (application-specific)

Business Process Analytics

Business Process Operations Dashboards


Business Process Monitoring and ImprovementFrom Analysis to Stabilization to Improvement

SAP Business Process Analysis performed on SAP ERP, SAP CRM

or SAP SRM backend system

Alert Monitoring

Business Process Analytics

Business Process Stabilization & Improvement

Early detection of business process exceptions•Overdue business documents not processed fast enough

•Interface errors & inconsistencies

•Issues within background processing

•Performance issues

Automization of manual tasks •Real-time alert monitoring of interfaces & background jobs

Internal Benchmarking•Benchmarking across organizational units

•Visibility & Transparency

Business Process Standardization•Business process template adherence

•Missing end-user training

Clean-up of old & open business data•Improved planning result accuracy

•Improved performance of transactions, reports or processes

•Higher reporting quality

•Higher end-user efficiency

Detect & correct gaps in process implementation•Configuration issues

•Missing „closing steps“

Provides indicators for

Provides scope for


Business Process Stabilization & ImprovementFocus & Value Areas for Company Success

Revenue Stream

Supply Chain & Planning Accuracy

Stock Levels & Capital tie-up

Customer Satisfaction

Performance Data Accuracy

Integration & Automation

Identification of systematic errors like•User handling errors•Configuration errors•Master Data errors•Inactive /closed organizational units•....

Stabilization(Alert monitor)

Improvement (backlog)

Improvement(benchmarks)

Improve

Efficiency


Business Process Stabilization & ImprovementFocus & Value Areas for Company Success

Revenue Stream

Supply Chain & Planning Accuracy

Stock Levels & Capital tie-up

Customer Satisfaction

Performance Data Accuracy

Integration & Automation

Identification of real (business) exceptions like•Missing stock•Missing information•Wrong Scheduling•Technical Errors•....

Stabilization(Alert monitor)

Improvement (backlog)

Improvement(benchmarks)

Improve

Effective-

ness


Stabilize your business processes with Business Process Monitoring

Goals:

• Reduce Manual Monitoring efforts – automation of monitoring and error handling

• Increase Efficiency in daily operations– automation of daily operations and proactive and faster exception handling

• Increase Stability of interfaces and background processing– reducing interface errors and background process failures and thus reducing process costs and systematic errors

• Reduce number of incidents – early detection of interface and background processing issues, RFC failures and performance issues

Goals:

• Reduce Manual Monitoring efforts – automation of monitoring and error handling

• Increase Efficiency in daily operations– automation of daily operations and proactive and faster exception handling

• Increase Stability of interfaces and background processing– reducing interface errors and background process failures and thus reducing process costs and systematic errors

• Reduce number of incidents – early detection of interface and background processing issues, RFC failures and performance issues

Supported by:

Several problem-oriented key figures (Interfaces, background processing, application log, ABAP dumps, update errors, RFC monitors, dialog performance, application monitors)

Exception management via notifications

Visualizing of Alerts in the business process context via process graphic and alert inbox

Flexible alert handling via alert inbox

Process control via alert trend reporting and dashboards

Supported by:

Several problem-oriented key figures (Interfaces, background processing, application log, ABAP dumps, update errors, RFC monitors, dialog performance, application monitors)

Exception management via notifications

Visualizing of Alerts in the business process context via process graphic and alert inbox

Flexible alert handling via alert inbox

Process control via alert trend reporting and dashboards

Methodology:

Continuous and automatic alert monitoring via notification to alert visualization in a process context until exception handling

Methodology:

Continuous and automatic alert monitoring via notification to alert visualization in a process context until exception handling


Methodology using Business Process MonitoringFive phases of typical Six Sigma project (DMAIC)

BP Analysis by Define

Measure

AnalyzeImplement

Control

Use Alert MonitoringMonitor interfaces (e.g. Idoc, qRFC, tRFC), background jobs etc.

Use notfication mechanism to manage by exception

Alert Monitoring No yellow or red alerts should show up

Create Action Plan Execute Action Items

Root Cause Analysis

Decide on Business Processes to start with


Methodology using Business Process MonitoringProcess Flow with Business Process Monitoring

Receive notification (e.g. email)

1

Perform Detail Analysis

4

Identify Root Causes (RC)

5

Define Action Plan

6

Control Achievements via BW Trend

Analysis

7

Access backend system from Alert Inbox

3

Access Alert Inbox (e.g. via URL in email)

2

= BPMon tool-based


Methodology using Business Process MonitoringInformation Flow with Business Process Monitoring

Solution Manager

ServiceLevel

Reporting

Continuous Online Alert Monitoring

Solution Landscape

BW (ad-hoc) Reporting

People

ServiceDesk Message

SMSEmail

Dashboards


Business Process Stabilization & ImprovementTraditional Business KPI approach vs Business Process Monitoring

Influencing factors•Slow warehouse tasks•Slow transportation•Insufficient stock

Business KPIs (often %-based)

• Order fulfillment rate

• Days of Sales Outstanding

Key figures for respective detailed measurement

“Top-down approach”

Out-of-the-box key figures from BPMon•Overdue Sales Orders / Deliveries•Incompletes SD documents•Schedules initially not confirmed

Business Areas & KPIs affected

Root Causes•Master Data•Customizing•End User•Business Exception

“Bottom-up approach”

(Theoretically) Derive (Practically) Identify

Define Derive

Strategic

Operational

Operational

Strategic


Overview Key FiguresFunctional Scope – High-level Overview

Application specific monitoring for SAP ERP (SD, MM, PP, LE, WM, PM/CS, QM, FI) & SAP EWM SAP CRM (Sales, Services, Customer Interaction Center; Marketing) SAP APO (planning runs in DP, SNP, PP/DS, gATP/BOP) SAP SRM (Self-service Procurement, Sourcing Cockpit)

Background Job monitoring for Single background jobs or SAP BW Process Chains

Interface monitoring for IDoc, BDoc, tRFC, qRFC, bgRFC, Batch Input, flat files, SAP PI

Cross-Application monitoring for ABAP dumps, Update errors, number range fill-level, Application Log entries Performance monitoring for transactions and RFC processing

Industry specific monitor enhancements for SAP Apparel and Footwear, SAP for Automotive, SAP for Banking, SAP for Retail, SAP for Utilities

Data Consistency monitoring for SAP ERP, SAP CRM, SAP APO

Complete catalog of >750 standard out-of-the-box key figures available under http://service.sap.com/bpm > Media Libary > Customer Information > Key Figure Overview

http://service.sap.com/bpm

http://service.sap.com/~sapdownload/011000358700000230852008E


Customer Enhancements in Business Process Monitoring Options to enhance BPMon features

Customer-specific data collectors (monitoring objects and key figures):

BPMon provides a developer framework (“Customer Exit”), so customers can develop their own data collectors which will be fully integrated into Business Process Monitoring

Customer-specific auto reaction methods:

BPMon provides Business Add-Ins (BAdIs) for enhancing auto reaction methods in case of alerts, or to send alerts to third-party Service Desk software (e.g. HP Openview, Remedy).

Bi-Directional Exchange of messages between BPMon & third-party Service Desk software:

Service Desk messages can be send & received automatically to external ticketing systems using the certified SAP interface (Service Desk WebService API).

DemoBusiness Process Monitoring


Business Process Monitoring Workflow Typical Example: Order to Cash

Backlog of CRM Orders in Status ‘Error in Distribution’

qRFC Monitoring of critical queues

Backlog of open ERP Sales Orders

Backlog of open Outbound Deliveries

Invoices not transferred to Accounting

No. of Inbound SHPCON IDOCs in Error Status

Deliveries with overdue Invoices


Business Process Monitoring WorkflowNotification E-mail Sent to Person Responsible

Access Alert Inbox

Access Alert Detail List

Access Analysis Tools

Confirm Alerts


Business Process Monitoring WorkflowDisplay Alerts for Business Process Steps

Summarized Alert Information

Alert Details


Business Process Monitoring WorkflowDisplay Alerts for Business Process Steps

Confirm Alert

Follow up Incident

Selected Document List

Analysis Transactions


Business Process Monitoring Workflow Detailed List of Documents on Managed System


Business Process Monitoring Alert ReportingTrend Analysis of the BPMon Alerts


Business Process Operations DashboardsManager Distribution Center Germany

Dashboards are freely configurable in three basic steps:

1.Select key figures and characteristics to be displayed

2.Chose chart type per key figure

3.Arrange different charts in one dashboard and assign user groups

Appendix

- BP Ops Architectcure

- Implementation Scenarios


Business Process Operations ArchitectureOverview

Data Storage

Collect SAP data for Analytics

Data Source

Application

InfoCube 0SM_BPMRH

InfoCube 0SM_BPM

Table DSWP_BPM_ALERTS

Collect SAP & non-SAP data for Monitoring

Extract alert data

Monitoring on Analytics data

BPMon Trend Analysis

BP MonitoringBP Analytics BP Op Dashboards


Customer Enhancements in Business Process Monitoring Options to enhance BPMon features

Customer-specific data collectors (monitoring objects and key figures):

BPMon provides a developer framework (“Customer Exit”), so customers can develop their own data collectors which will be fully integrated into Business Process Monitoring

Customer-specific auto reaction methods:

BPMon provides Business Add-Ins (BAdIs) for enhancing auto reaction methods in case of alerts, or to send alerts to third-party Service Desk software (e.g. HP Openview, Remedy).

Bi-Directional Exchange of messages between BPMon & third-party Service Desk software:

Service Desk messages can be send & received automatically to external ticketing systems using the certified SAP interface (Service Desk WebService API).

Thank You!


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