Performing End-to-End Root Cause Analysis Using SAP Solution Manager

Michael Kloeffer joined SAP in 2004, working in the Strategic Research and Development organization on IT Service & Application Management. Currently Michael works in the Global Technology Center of Expertise in Active Global Support on the rollout of End-to-End Solution Operations with focus on End-to-End Diagnostics capabilities and procedures. Before joining SAP, Michael worked at other IT companies in development support for 5 years. Marc Thier, SVP Technology Support, leads the rollout of End-to-End Solution Operations with focus on End-to-End Diagnostics capabilities and procedures. Marc joined SAP in 1993, worked in MaxAttention and Safeguarding delivery in EMEA und headed the Technology Center of Expertise in Active Global Support EMEA. Since 2006, he is heading the Global Technology Center of Expertise in Active Global Support.

1 ... Introduction to End-to-End Root Cause Analysis ... 3 ... 1.1 ... SAP Standards for End-to-End Solution Operations ... 4 ... 1.2 ... Root Cause Analysis Standard at a Glance ... 6 ... 1.3 ... The Basic Concept of the Root Cause Analysis Standard ... 6 2 ... Root Cause Analysis in SAP Solution Manager ... 13 ... 2.1 ... Supportability Overview ... 13 ... 2.2 ... Navigation Concept ... 14 ... 2.3 ... Help Center Concept ... 14 ... 2.4 ... Case Study: Usage of Root Cause Analysis for an End User Performance Problem ... 16 3 ... End-to-End Change Analysis ... 23 ... 3.1 ... Procedure ... 23 ... 3.2 ... Tool Overview ... 23 ... 3.3 ... End-to-End Change Analysis ... 24 ... 3.4 ... Configuration and File Reporting ... 27 ... 3.5 ... Compare Multiple Instances ... 28 4 ... End-to-End Workload Analysis ... 31 ... 4.1 ... Procedure ... 31 ... 4.2 ... Tool Overview ... 31 ... 4.3 ... End-to-End Workload Analysis ... 31 ... 4.4 ... Wily Introscope ... 34 ... 4.5 ... Java Memory Analysis ... 37 ... 4.6 ... Thread Dump Analysis ... 38 5 ... Operation System and Database Analysis ... 43 ... 5.1 ... Procedure ... 43 ... 5.2 ... Tool Overview ... 43 ... 5.3 ... SQL Command Console ... 43 ... 5.4 ... OS Command Console ... 44 ... 5.5 ... File System Browser ... 45 ... 5.6 ... LDAP Browser ... 47 6 ... End-to-End Trace... 49 ... 6.1 ... Procedure ... 49 ... 6.2 ... Tool Overview ... 49 ... 6.3 ... End-to-End Trace Analysis ... 49 ... 6.4 ... Wily Transaction Trace ... 59 7 ... End-to-End Exception Analysis ... 61 ... 7.1 ... Procedure ... 61 ... 7.2 ... Tool Overview ... 62 ... 7.3 ... End-to-End Exception Analysis ... 62 ... 7.4 ... Log Viewer ... 66 8 ... End-to-End Availability Analysis ... 69 9 ... How to Implement the Root Cause Analysis Standard ... 71 ... 9.1 ... Installation and Configuration of Root Cause Analysis Scenario ... 71 ... 9.2 ... People Certification ... 73 ... 9.3 ... How to Measure the Success of the Implementation ... 75 A ... Glossary ... 77 Index ... 78