SAP Business
Process
Management
Service & Support Product Management
SAP AG
Content
Service overview
 Objectives
 Value Proposition
 Deciding Factors
 Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
 Additional Information
 Final Report
 Prerequisites
 Project team
 SAP Solution Management Optimization
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Objectives
SAP Business Process Management
 Develop and implement an all-inclusive business process
management strategy and a process-oriented monitoring strategy
 The two strategies let you:
 Define
procedures for business-process oriented monitoring, error
handling, and escalation management for a company's core business
processes
 Establish
the communication links between the business-department
end users and the IT department
 Define
the roles and responsibilities for all persons involved in the
customer’s support organization
By following your strategies, you ensure the smooth and reliable flow
of your core business processeses
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Value Proposition – SAP Business Process
Management
Empowers you to detect critical issues in your core business
processes at an early stage before they can cause any pain.
This results in:
 Reducing cost-intensive periods of system downtime
 Savings in time and money resulting from a more efficient
monitoring and reporting process
 Reducing costs for additional monitoring tools
 Higher end-user satisfaction
 Staff receive the help and valuable knowledge they need for
managing critical software and operations problems
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Gartner
With more than 20 years
experience identifying
and analyzing the trends
and technologies that
have shaped the course
of business, Gartner, Inc.
provides unrivaled
thought leadership and
strategic consulting
services to more than
11,000 organizations
worldwide.
„
Much of what Business Processs
Management offers is hard to
measure, but incredibly valuable:
process consistency, process sharing
and process innovation.
Gartner Top View, AV-14-9243, 20 November 2001
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Deciding Factors
SAP Buisiness Process Management is most applicable when:
 An overall business-process management and monitoring strategy for
the entire solution is missing
 A dedicated application support team is missing within the customer’s
solution support organization
 Roles and responsibilities for application support, for example business
process management, and monitoring are incomplete or not defined
 Monitoring objects, error handling procedures, and escalation paths are
not clearly defined
 There is no up-to-date description of the core business processes from a
technical viewpoint
 Communication between the application support team and the IT
department is weak or not well established
 The number of people involved in application support is not enough to
support the application
 The general level of application relevant monitoring knowledge is low
 Background processing is very complex, for example a large number of
batch jobs exists
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Description
SAP Business Process Management comprises:
 Identification and analysis of at least one core business process with respect
to the involved systems and interfaces
 Creation of a business process management and monitoring strategy that
includes the definition of monitoring objects, error handling procedures, and
escalations paths
 A review of roles and responsibilities of all parties taking part in the
strategies
 A hand-over procedure to apply the strategies to the production environment
 Configuration of business process monitoring in the SAP Solution Manager
 As a final result, a service report is created that includes the business
process analysis documentation and detailed monitoring checklists as well
as an action plan to address follow-up activities.
 Depending on the customer wish, the defined strategies are implemented for
the selected business process and adapted specifically for your solution
support organization
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Delivery Procedure
SAP Business Process Management
1 day
Preparation
SAP EarlyWatch
Check, SMA
or SAP GoingLive
Check
Prepare on-site
team
Remote
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3 – 5 days
On-site
analysis
Business process
analysis
Definition of
monitoring objects
Business process
monitoring
configuration
Onsite
1 day
Evaluation
Creation of an
action plan
Preparation of
the final report
Remote
+ 2 weeks
Deliver
findings and
recommendations
Overview of the On-Site Visit
Day 1
Presentation
Project
Administration
Day 2
Day 3
Day 4
Kick-off
Meeting
Final
Presentation

Discussion of
Results
Organization
Workshop
(Functional team
steered by SAP)
Methodology
Teamwork
Business
Process
Analysis
(Functional team
and SAP)
Daily
Status
Meeting
Day 5
Status
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Definition of Monitoring Objects,
Error Handling Procedures,
and Escalation Paths
Status
Status
Status
Content
Service overview
 Objectives
 Value Proposition
 Deciding Factors
 Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
 Additional Information
 Final Report
 Prerequisites
 Project team
 SAP Solution Management Optimization
 SAP AG 2003, Title of Presentation, Speaker Name / 10
On-Site Visit in Detail
SAP Business Process Management
Step 1
Solution Landscape Overview
Step 2
Business Process Analysis
Step 3
Technical Process Step Analysis
Step 4
Business Process Monitoring Strategy
Step 5
Business Process Monitoring Configuration
in the SAP Solution Manager
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Step 1: Solution Landscape Overview
Get an overview of the solution landscape and define the
core business processes
 Overview of the system and solution landscape
 Overview of the core business processes
 Selection of one business process for a detailed analysis
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Step 2: Business Process Analysis
Process step analysis from an application point of view
 Identification of individual business process steps
 Identification of business-related functions (e.g., ATP, variant
configuration)
 Identification of document volumes and business requirements
(functional dependencies, business peak hours)
Core
Business
Process
Step 1
?
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Interface
Manual
Entry
Step 2
Data
Printing
End
Step 3: Technical Process Step Analysis
Get detailed information about the technical components
involved
 Identification of relevant interfaces
 Identification of business transactions and background jobs
 Identification of necessary repository objects (reports,
programs, tables)
 Identification of possible dependencies between different
processes or steps including any kind of time restrictions
Core
Business
Process
SAP
ZA01
CLIENT
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?
IF
Interface:
Get
Number
Enter
Mat.-Nr.
IF
Pos.
Check
ATP
Create
Order,
Run VB
PS
Print
Novell
PrtSrv
End
Step 4: Business Process Monitoring Strategy
Definition of monitoring objects, error handling
procedures, and escalation paths
 Definition of monitoring objects and procedures
 Identification of possible error scenarios and description of
error handling procedures
 Definition of reporting and escalation paths
Core
Business
Process
SAP
ZA01
CLIENT
?
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IF
Interface:
Get
Number
Enter
Mat.-Nr.
IF
Pos.
Check
ATP
Create
Order,
Run VB
PS
Print
Novell
PrtSrv
End
Step 5: Business Process Monitoring Configuration
Set-up and configuration of business process
management in the SAP Solution Manager
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Content
Service overview
 Objectives
 Value Proposition
 Deciding Factors
 Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
 Additional Information
 Final Report
 Prerequisites
 Project team
 SAP Solution Management Optimization
 SAP AG 2003, Title of Presentation, Speaker Name / 17
Business Process Monitoring
Definition
 Business Process Monitoring is the process-oriented
monitoring of the most important or critical business
processes of a company
 It includes the observation of all technical and business
application-specific functions that are required for a smooth
and reliable flow of the business processes
Goal
 To detect critical situations as early as possible
 To enable the customer’s solution support organization to
respond to and to solve problems as fast as possible
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Business Process Monitoring
During the delivery of the SAP Business Process
Management service the business process monitoring will
be set up in the SAP Solution Manager. The monitoring
focuses on …
 SAP R/3 background jobs
 Transaction performance
 Document volume based on table statistics
 Update errors for transactions and programs
 Application log messages
 Due list log messages for deliveries and billings
 Interfaces
 All alerts which are configured in RZ20
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Business Process Monitoring – SAP Solution Manager
Different
Monitoring
Levels
Display Alerts
Business Process
Monitoring and
Interface Monitoring
System Monitoring
Service Level
Reporting
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Business Process Monitoring – SAP Solution Manager
 Different views

Business process
view selected
 Linked to System
Monitoring
 All components in a
solution landscape related
to the business process
 Business processoriented
 Linked to single
monitoring alerts

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Configurable
Business Process Monitoring – SAP Solution Manager
Alert Graphics
Single Monitoring Alerts
Alert overview
Monitoring Session
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Interface Monitoring – SAP Solution Manager
Alert Graphics
Single Monitoring Alerts
Detailed Analysis
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Content
Service overview
 Objectives
 Value Proposition
 Deciding Factors
 Delivery Procedure
On-Site Visit in Detail
Business Process Monitoring
More information
 Additional Information
 Final Report
 Prerequisites
 Project team
 SAP Solution Management Optimization
 SAP AG 2003, Title of Presentation, Speaker Name / 24
Additional Information
SAP Business Process Management
 Experienced service engineers deliver this service on-site
through your SAP Solution Manager
 It has a normal duration of twelve man-days. Usually two
consultants are on-site for five days, plus two days for
preparation and post-delivery processing. This may vary
depending on the requirements of your SAP solution.
 A back office staffed with specialists supports the service
engineer during his on-site work
 You can order SAP Business Process Management via the SAP
Service Marketplace at www.service.sap.com/servicecatalog
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Final Report
At the end of delivery, a final report is generated.
It includes the…
 Summary of what has be done
 The customer situation and actual status from the business
process management and monitoring viewpoint
 Action plan to address follow-up activities
 The most important findings and to-do’s regarding monitoring
activities, error handling procedures, and escalation paths
 If there is enough time during the service delivery: Comment on
how the solution support organization is set up
During the entire service delivery, knowledge is transferred extensively to your
staff to enable them to adopt our methodology for developing a Business
Process Management and Monitoring strategy for other business processes in
your company.
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Prerequisites
Define Procedures for Business Process Monitoring,
Error Handling and Escalation to Avoid Costly System
Downtime
 You need an implemented SAP Solution Manager. For further
information please check
http://service.sap.com/solutionmanager
 SAP recommends the SAP Solution Management
Assessment as a preparatory service. This service identifies
and analyzes your solution and core business processes
 SAP Business Process Management is recommended for
solutions that are either in production or close to production
startup
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Project Team – SAP Business Process Management
IT
project manager
Active users
System
administrator
Onsite delivery requires
a high level of
engagement from your
side.
Business
process owners from the
business departments
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SAP
consultant
SAP Backoffice
SAP Solution Management Optimization
A portfolio of optimization services that ensure that
Your SAP Solution Works to Its Maximum Potential at
all Times
Performance Optimization
 SAP SQL Statement Optimization
 SAP Customer Program Optimization
 SAP Remote Performance
Optimization
 SAP Business Process Performance
Optimization
 SAP Storage Subsystem Optimization
Application Integration
Optimization
 SAP Business Process
Management
 SAP Interface Management
System Administration
Optimization
 SAP System Administration
Data Volume Optimization
 SAP Data Management
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SMO – Part of the Best Support You Can Get
Discovery &
Evaluation
Implementation
Manages technical risk and
ensures technical robustness of the solution
SAP Safeguarding
SAP Empowering
Operations &
Continuous Improvement
Empowers customers with the core competencies
needed to operate and maintain SAP solutions
SAP Solution Management
Optimization
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Ensures that your SAP solution works to its
optimum potential at all times
Information
For more information refer to the
SAP Service Marketplace
www.service.sap.com/bpm
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