Run Operations for SAP software systems and services are typically embedded in the organizational and procedural models and practices of Customer Center of Expertise (CCOE) and therein the Operations Control Center (OCC). The latter is responsible for the two main processes of Run Operations scenario Detect-to-Correct:  Event Management and Continuous Improvement.

Customer Center of Expertise with Operations Control Center

See the appendix for an introduction and further discussions of Operations Control Center topics, also in and for hybrid and cloud-centric system and solution landscapes. In this document, operations topics for running SAP Ariba are suggested and outlined. The intention is to provide and refer to a list of Cloud Operations Knowledge Base Articles (KBAs) which address these operations topics and which have been made available for SAP Ariba. This article focuses on operations challenges for which the customer of an as a Service software is responsible for according to the simplified Cloud Responsibility Model.

Simplified Cloud Responsibility Model: Roles and Responsibilities for Different Deployment Options

Please note: While SAP’s Customer Center of Expertise and Operations Control Center concepts are aligned and compliant with standards such as ITIL, the operations topics or challenges listed below are more functional in nature, i.e. represent a framework for activities in an Operations team or applications, features and functions of an Operations toolset –  rather than a structured set of processes. However, these activities mapped to functionality are part of the ITIL processes Event Management and Continual Improvement and hence part of the SAP OCC and CCOE organizational models.

Knowledge Base Article: 3210704 – SAP Ariba Operations Best Practice: Organizational Model

Event and Alert Management

Event & Alert Management allows to handle events and alerts efficiently and efficiently, consuming data from the monitoring use cases and calculating alerts to be followed up with the help of predefined root cause analysis and alert follow up procedures/guides (including notification management and automatic event reaction).

Goal: Ensure the structured, guided, immediate follow up of event and alerts in same quality 24/7.

Knowledge Base Article: 3210894 – SAP Ariba Operations Best Practice: Event and Incident Management

Real User Monitoring

Real User Monitoring allows to get real end-users’ requests measured for performance and availability.

Goal: Ensure with real user monitoring that end users’ experience of the application step performance and availability are measured.

Knowledge Base Article: 3210840 – SAP Ariba Operations Best Practice: Real User Monitoring

System Health Monitoring

System Monitoring allows Service Providers to monitor managed systems/tenants.

Goal: Ensure the healthiness of cloud services to the degree possible with the information provided by the cloud service provider.

Knowledge Base Article: 3210882 – SAP Ariba Operations Best Practice: System Health Monitoring

More KBAs are in progress. Stay tuned e.g. for Business Process Monitoring and others which will be added in this article as soon as released.

Appendix: Further Information

SAP Solution Manager

SAP Solution Manager 7.2 Public Demo System

SAP Solution Manager 7.2 Media Center

SAP Cloud ALM

SAP Cloud ALM Public Demo System

SAP Cloud ALM Media Center

Background Job Management with SAP Solution Manager

Background Job Request and Documentation Process Variants with SAP Solution Manager