Sap tech ed_Delivering Continuous SAP Solution Availability
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The document details the implementation of ITIL processes and SAP Solution Manager functionality to manage and optimize availability within Novelis' SAP infrastructure. It highlights the company's success in achieving 99.96% application availability since 2012 through strategic investment and proactive management of IT services. Key processes discussed include incident management, service level management, and capacity management, as well as various metrics for measuring performance and availability of SAP systems.
Sap tech ed_Delivering Continuous SAP Solution Availability
- 1. ITM 119 ITM119 Delivering Continuous SAP Solution Availability Lovnish Mahajan, Basis Architect & Robert Max, Application Technology Manager, Novelis
- 2. Agenda Lovnish Mahajan, SAP Basis Architect Robert Max, Global Applications Technology Manager Availability Management, BASIS Technologies ITIL Availability Management Process SAP Infrastructure Components Investment in Solution Manager Summary/References
- 3. About – Lovnish Mahajan Partner in Parvotech Inc.- SAP consulting boutique - specializing in remote BASIS, Solution Manager and HANA consulting . SAP Certified BASIS, HANA and Solution Manager Architect. Over 15 years of experience in SAP BASIS Technologies, ALM, ITSM and Security with SMBs and Fortune 500 companies. Extensive Experience in strategy, design, development and successful deployment of Application Life Cycle Mgmt. and IT service Mgmt. Speaker at various conferences including SAPPHIRE, ASUG Annual conference and SAP TechEd.
- 4. About – Robert Max Is currently responsible for the technical support of Novelis’ portfolio of global applications including the teams supporting Solution Manager and delivering SAP Basis and Security Administration services. He has had a key role in the construction of two of the world’s largest SAP Implementations for Fortune 500 consumer products companies. Active in ASUG, Robert was the founding leader of the Solution Manager SIG, has spoken at numerous ASUG Annual Conference, SAP Active Global Support and TechEd Conferences as well as many regional events. He has presented at ASUG events, TechEd and SAPPHIRE and awarded best presenter at an SAP AGS event in Walldorf
- 5. Learning Objectives As a result of this session, you will be able to: Describe the ITIL Process for improving Availability Identify potential Infrastructure Availability issues Investment in SAP Solution Manager Functionality to improve availability Minimize Planned Outages Since Go-Live in Oct 2012, SAP Application availability at Novelis has been 99.96% with only TWO scheduled maintenance days annually
- 6. Novelis Global Footprint 9 1,800 Countries 25 2,786 Kt Employees Revenues North America 3,100 $3.4 Billion Europe $3.2 Billion 1,800 Employees Shipments Operations $9.8b Revenues 11,000 FRP Shipments 988 kt and Sales Based on FY 2013 Results; Employees as of March 31, 2013 4,300 847 kt Asia $1.8 Billion 556 kt South America $1.4 Billion 395 kt Shipments and Sales Based on FY 2013 Results; Employees as of March 31, 2013
- 7. Introduction to Novelis and SAP Program Novelis is the world leader in rolled aluminum products, delivering unique solutions for the most demanding global applications, such as beverage cans, automobiles, architecture and consumer electronics. First SAP Go-Live 2012 2014 Where Used U.S and Canada, Worldwide SAP Version Installed Other Bolt-ons, Applications Implemented ERP- Ehp5, BI 7.3, SCM 7.0 Ehp2, SBOP 4.0, GRC, Solution manager-SP11 SABRIX, TIBCO, SharePoint, SaaS applications i.e. Poornata, Rate hub, Legacy MES interfaces Adopted SAP Application Life-Cycle Management ChaRM, SD, SMSY, Monitoring, HP ALM Team dynamics Novelis CoE ( Center of Excellence) AMS and SAPoD Hosting partner
- 8. ITIL Availability Management Process SAP Infrastructure Components Investment in Solution Manager Summary/References
- 9. ITIL Service Delivery Processes Service Desk IT Infrastructure Service Level Management Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements Availability Management Providing the sustained level of availability required by the business in a cost effective manner Capacity Management Ensuring that the capacity and performance needs of the business are being met IT Service Continuity Management Ensuring that the necessary IT services can be recovered within the agreed business timescales Financial Management for IT Services Cost-effective control and management of the IT assets and the financial resources used in delivering IT Services
- 10. ITIL Availability Management Process RelationshipsITIL PROCESSES Outage Reports & Details Of Incidents affecting Availability Measurements and Reporting on IT Service Availability Availability Management Providing the sustained level of availability required by the business in a cost effective manner Incident Management Focusing on the quick restoration of service minimizing the impact to the business. Service Level Management Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements Configuration Management Identifying, controlling and verifying IT components and their inter-relationships. Provides information key to the other processes. Component Failure Impact Analysis (CFIA) Problem Management Getting to the root cause of incidents and ensuring that permanent solutions are deployed to prevent reoccurrence. Identify Trends and Instigate Remedial Actions The processes decide GOAL ACTIVITIES RESULT FEEDBACK
- 11. ITIL Availability Management Process SAP Infrastructure Components Investment in Solution Manager Summary/References
- 12. SAP Infrastructure Components SAP Infrastructure SAP Application Bolt-Ons Messaging Database Server/Storage Network Data Center • Solution Manager Push Alerting • “Other” Tools/Scripts Alerting Real-Time Monitoring/Alerting • Checklist Manual Health Based 1X Daily Health Reviews Reviews •Deep-Dive capabilities and tools for RCA and corrective action Root Cause Analysis Capabilities •SAP EarlyWatch Reports, IT Performance Reporting •System Reviews Trending •Operations Proactive Opportunities •Monthly Capacity and Performance Trending Proactive Reviews and Improvements Capacity Planning •Quarterly Long-Term Capacity and demand Reviews
- 13. SAP Monitoring Capabilities Realtime Periodic Strategic • Solution Manager Push Alerting • “Other” Tools/Scripts Alerting Real-Time Monitoring/Alerting • Checklist Based 1X Daily Health Reviews Manual Health Reviews • Deep-Dive capabilities and tools for RCA and corrective action Root Cause Analysis Capabilities • SAP EarlyWatch Reports, IT Performance Reporting • System Reviews Trending • Operations Proactive Opportunities • Monthly Capacity and Performance Trending Proactive Reviews and Improvements • Quarterly Long-Term Capacity and demand Reviews Capacity Planning
- 14. The SAP Solution Five (5) Production SAP Systems delivering business solutions (ECC, SCM, GRC, BW) 48 plus active production and non-production SAP Systems Federated Solution includes 8 plus bolt on products 40+ Terabytes SAN storage; 50+ of UNIX servers; 10+ Windows servers Oracle and DB2 DBMS In-house COE , AMS partner and Hosting partner SAPoD
- 15. Measuring Unavailability - Criteria Unplanned Outages Single Point of Failure Exceeding Planned Outage Windows Lengthy Period of No Response Consistent, repeatable end user transactions from multiple locations Proactively find availability and performance issues before customers do Reduce end user outages by proactively managing with performance and availability trends Planned Outages Planned Non Concurrent Maintenance Consolidations and Relocations Upgrades and Go-Lives Consistent, repeatable end user transactions from multiple locations Proactively find availability and performance issues before customers do Reduce end user outages by proactively managing with performance and availability trends Service Level Failures Batch Processing Windows Exceeded Lengthy Transaction Response Time Business Process Monitoring (BPM) Alerts Consistent, repeatable end user transactions from multiple locations Proactively find availability and performance issues before customers do Reduce end user outages by proactively managing with performance and availability trends
- 16. Measuring Unavailability A system is unavailable when: A Critical event has been declared (critical event criteria has been defined per SLA) Root cause of the critical event is attributed to the Basis area of responsibility versus the business process or functionality layer. No new users can log on to the system Notes: Each key group measures the hours their resource is off line. If a component has failed and the system remains accessible, this is not measured. In some cases number of outages may be a more reliable measurement than hours of unavailability Worker Hours lost can be a good measurement of business impact (e.g. Resource Outage plus time necessary to restart the manufacturing line).
- 17. SAP Solution Availability Monitoring Tools SAP Infrastructure SAP Application Bolt-Ons Messaging Database Server/Storage Network Data Center Monitoring Business Processes Service Levels Events Alerts Tools HCL- Nimsoft Solution Manager
- 18. ITIL Availability Management Process SAP Infrastructure Components Investment in Solution Manager Summary/References
- 19. Solution Manager
- 20. Novelis- Road Map to BPML Review Solution Documentation Global Template Setup Setup for Implementation Projects • Review Business process/Document ation in SolMan • Identifying lag of usage of SOLAR01/02 (transactions, IMG activities, test procedure; process owner, user…) • How to link SharePoint with SOLAR01/02 • Business processes mapped • Current objects/programs/ interfaces added • Map custom programs into the Solutions • Import/Link Business Process Documents into SolMan • Maintenance Project Setup • Setup up Global template • Global landscape, business process information, test scripts and Training document • Create Implementation Projects for country/region specific roll outs • Setup Solution Manager for Business blueprint, configuration, documentation • Centralized configuration and development • Testing integration with HP ALM & TAO
- 21. Novelis – Use of Solution Manager Road Map Service Desk ChaRM – Change Request Management Business Process Change Analysis Integration to HP QC Integration to Job Scheduling System Business Process Management Incident and problem Management Multilevel Categorizatio n Service Level Agreement (SLA) Monitoring Implement ChaRM( Normal, Urgent, Defect) Automated workflow and approval process Automation for transports of the production environment Retrofit and CSOL Management Dashboards and reporting Integrate HP ALM with Solution Manager Best practices for Testing Automated testing – Integration testing Integration into SAP TAO Integrate external job scheduling system into Solution Manager Best practices for Batch job Process Automated Incident and Change Management Activate Business process Monitoring Activate Business process Management SLA setup Management Scorecard/ reporting Use BPCA for support pack upgrade, Major release upgrades Include BPCA in change request management
- 22. Novelis –Run SAP like a Factory Technical Monitoring Interface Monitoring Diagnostics/Root Cause Analysis Technical Administration Technical Monitoring and Alerting EWA – reports Alerts/Notifications mechanism Reporting Dashboards Scorecards Tibco App Integration monitoring at technical and queue levels End to End interface Monitoring Alerts/Notification Mechanism Reporting Maintenance optimizer OSS Integration Downtime Management System Administration Reporting Dashboards Scorecards End-to- End workload Analysis End-to-End Trace Analysis System, Host & Database Analysis End- to –End Business process monitoring
- 23. Novelis Test Lifecycle QA CoE Test Lifecycle Phases Definition – TG1 Requirements – TG1 Design – TG2 Build – TG3 Testing – TG3 Deployment – TG4 - Receive project request for QA CoE services - Understand project definition & scope - Define roles, responsibilities and assign resources - Recommend QA CoE test management tools - Recommend QA CoE test verification/automation tools - Establish test activity reporting and communication matrix - Define QA documentation repository for new project - Provide level 0 estimate to PM for QA activity - Attend project kick-off meeting - Understand requirement and attend requirement walkthrough - Perform requirement validation & get sign off - Provide QA CoE testing guidelines: Test Strategy and QC Best Practices - Draft high-level test plan for new project - Provide level 1/2 estimates to PM - Understand design specification& attend design spec. walkthrough - Design specification validation - Understand system database schema and implementation specs - Develop detailed test plan and test cases - Configure testing tools and software for new project - Create QA environments - Provide level 3 estimate to PM - Perform Business Impact Analysis (scope changes) - Conduct shakeout testing by Dev. - Conduct unit and integration testing by Dev. - Gain unit and integration testing sign-off - Update QA test cases if required - Conduct QA test plan & test cases walkthrough and obtain sign off - Create test data (if applicable) - Identify UAT teams - Create UAT test plan & test cases - Coordinate schedules for iterative QA build releases - Conduct system functional testing – manual and automation (unit, string, integration, regression) - Conduct defect reporting, fixing and QA revalidation for build release iterations - Provide metrics for build release iterations to project stakeholders - Conduct user acceptance testing and sign off -Conduct operational Readiness/Security Testing - Conduct production conversion testing (if applicable) - Conduct performance testing - Gain QA testing signoff for project - Acquire deployment authorization - Perform lights on sanity test (i.e. system configuration and software installation testing - if applicable) - Gain deployment sign-off - Transition resources to production support (if applicable) - Post Deployment Verification & performance recognition - Review metrics and lessons learned for process improvement - Archive artifacts - Project closeout Novelis PMM Gates Scope Analysis & Design Build, Test, Train Go-Live & Close
- 24. Technology: Testing Tools Conceptual Design & Licensing Project Planning & Tracking Release Management Requirements Mgt. Business Models Test Plan Test Lab Defect Mgt Application Lifecycle Management (ALM) (Quality Center) Define Application Requirements SAP Solution Manager SAP SolMan Integration Adapter BPT QTP Service Test Service Test Mgt (Test Data Mgt) TAO Diagnostics Fortify 360 QA Inspect Unified Functional Testing (UFT) Web Inspect SAP Legend SAP Tool SAP Purchase SAP HP Integration Tool HP Tool HP In-House Purchase Performance Center (Load Runner) Test Data Mgt. Q A Users / Testers
- 25. Novelis Performance on CPI’s SL# CPI Name Expected Service Level Minimum Service Level SAP Service Levels 001 Incident Response Time – All Severity Level 1 Incidents 95.00% 90.00% 001 Incident Response Time – All Severity Level 2 Incidents 95.00% 90.00% 003 Project Timeliness 95.00% 90.00% 005 Incident Resolution Time – All Severity Level 1 Incidents 95.00% 90.00% 005 Incident Resolution Time – All Severity Level 2 Incidents 95.00% 90.00% 007 Change Management Success Rate - Emergency 95.00% 90.00% 008 Root Cause Analysis Delivery Rate 95.00% 90.00% 009 Dashboard Availability 99.50% 99.00% 016 Customer Satisfaction 4.25 4.00 028 Percent of Successful Backups 99.00% 98.00% 029 Percent of Successful File Restorations 98.50% 98.00% 039 Storage Replication Availability 99.50% 99.00% SAP Service Levels 018 Database Availability - Production 99.50% 99.00% 055 Database Availability - Non Production 97.00% 95.00% 019 Event/Alert Monitoring Application Availability 99.50% 99.00% 020 Production Server Availability 99.90% 99.50% 085 Non Production Server Availability 99.00% 98.00% 021 Enterprise Storage Availability 99.99% 99.95% 031 Data Center LAN Availability 99.95% 99.95% 032 Security Device Availability 99.95% 99.95% SAP Service Levels 040 SAP Availability - Production 99.95% 99.95% 044 SAP Availability - Non-Production 98.00% 98.00%
- 26. Novelis Performance on KPI’s SL# KPI Name Expected Service Level Minimum Service Level SAP Service Levels 002 Incident Response Time - All Severity Level 3 Incidents 93.00% 90.00% 002 Incident Response Time - All Severity Level 4 Incidents 93.00% 90.00% 004 Service Request Response Time 95.00% 93.00% 006 Incident Resolution Time - All Severity Level 3 Incidents 93.00% 90.00% 006 Incident Resolution Time - All Severity Level 4 Incidents 93.00% 90.00% 010 Service Level Reports Delivery 95.00% 90.00% 012 Security-Related Correlated Log Report Delivery Success 95.00% 95.00% 017 Standard Reports Delivery 95.00% 90.00% 043 Change Management Success Rate - Standard 98.00% 95.00% SAP Service Levels 022 Database Availability - Non-Production 96.00% 95.00% 023 Non-Production Server Availability 96.00% 95.00% 033 Security Service Availability 99.00% 99.00% 034 Successful Tape Vaulting 99.99% 99.50% SAP Service Levels 045 SAP Average Response Time at Peak Dialog Hour - Non-Production 800ms 1000ms 046 SAP Average Response Time at Peak Dialog Hour - Production 800ms 1000ms 047 SAP Average Response Time in Dialog Task - Non-Production 800ms 1000ms 048 SAP Average Response Time in Dialog Task - Production 800ms 1000ms 057 SAP Average Database Response Time in Dialog Task - Non-Production 600ms 800ms 058 SAP Average Database Response Time in Update Task - Non-Production 600ms 800ms 059 SAP Average Database Response Time in Dialog Task - Production 600ms 800ms 060 SAP Average Database Response Time in Update Task – Production 600ms 800ms 054 SAP Batch Jobs Successfully Completed Within Pre-Established Windows – Production 96.00% 96.00% 061 SAP Event/Alert Monitoring Application Availability 95.00% 95.00%
- 27. Availability Root Cause Analysis & Trending Actions Taken to Prevent Future Occurrences of Unavailability • Full Debrief on Each Occurrence • Determine Root Cause of Each Occurrence • Devise Plan to Prevent Future Occurrences • Trend each Occurrence to Capture and Correct Problem Areas
- 28. Minimizing Planned Outages (A Preview) Improve continuous availability by minimizing scheduled outages: Maintain a significant amount of excess hardware capacity and expand hardware capacity as seldom as possible (yearly) Consolidate maintenance into fewer “bigger” events Monitor SAP Service Marketplace for enhancements that reduce the outage for kernel upgrades, release upgrades and support packs Replace standard SAP upgrades with Time Optimized Upgrades or Downtime minimized upgrades. Multiple rehearsals on non production systems to ensure the timing, steps and potential problems of implementing changes have been identified Minimize post upgrade incidents with Load/Stress and cycle testing The Program Management Office should plan and fund for an active SAP Infrastructure Life Cycle Management Process as part of the SAP program
- 29. ITIL Availability Management Process SAP Infrastructure Components Availability Results & Analysis Summary/References
- 30. Summary Utilize the ITIL Service Delivery Processes for Availability and Service Level Management Implement Guidelines and Tools for measuring Availability and Service Levels Identify the Infrastructure Components Critical to the Delivery of the SAP Solution Use Solution manager functionality to streamline SAP operations Conduct Risk Assessment of Potential Unplanned Outages Minimizing Planned Outages
- 31. Further Information Public Web: SAP Service Marketplace References: http://service.sap.com/solutionmanager http://wiki.sdn.sap.com/wiki/display/SAPITSM http://service.sap.com/alm http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home ITIL References http://itsmfusa.org http://www.itil.co.uk/index.htm Americas’ SAP Users’ Group (ASUG) www.asug.com – Business Integration, Technology & Infrastructure (BITI) Communities Page
- 32. THANK YOU FOR YOUR ATTENTION ! QUESTIONS – SUGGESTIONS – DISCUSSION