Introducing Proactive Services

According to the Roles and Responsibilities document for RISE with SAP S/4HANA Cloud, private edition, SAP is responsible for delivering standard services. This may include also proactive services, such as the preparation of SAP service sessions or the analysis of SAP Service Session reports, including SAP EarlyWatch Alert, for systems operated in the cloud. For this, SAP needs to monitor the customer's managed systems. The results can also be used for findings and recommendations regarding aspects within the service scope of the technical operations in the cloud.

The monitoring backbone for customers running SAP S/4HANA Cloud Private Edition primarily consists of the SAP monitoring solution SAP Focused Run.

In this scenario, all the customer's SAP systems are connected to a central SAP Focused Run system that runs at SAP Enterprise Cloud Services and focuses on application and database monitoring. In case of any system disruption, such as, an SAP system being down, SAP will send an e-mail notification to the registered contacts on the customer side and automatically create an incident (case) in SAP for Me with priority Very High.

Compared to the former Solution Manager Diagnostics Agent, the Simple Diagnostics Agent (SDA) has been reworked. It uses the runtime of the SAP Host Agent (including its administrator user, sapadm). The SDA connects to SAP Focused Run via HTTP(S), can be deployed remotely (through SAP Host Agent), and can be used for landscapes with more than 4000 Agents. It runs inside the customer network (located either at an SAP data center or an infrastructure as a service (IaaS) provider).

In SAP S/4HANA Cloud Private Edition landscapes, each customer landscape has a host to handle some essential services. The most relevant are the following:

• The System Landscape Data Router (SLDR) is a component enabled on the SDA, running on the Customer Management Server in the relevant customer networks, to route landscape data from a client (such as transaction RZ70 or sapstartsrv) to different destinations, such as a Landscape Management Database (LMDB) or a System Landscape Directory (SLD). An SLDR also acts as data proxy.

  Caution

  Do not change the ABAP Data Supplier configuration in transaction RZ70. If you corrupt this communication, this may lead to undesired/unplanned consequences (for example, during a Maintenance Planner generation for an update or upgrade activity).

  You should not need to create direct connections (use SLDR forward instead).

• CA APM Introscope is an application performance management solution created to manage Java application performance. Unlike development tools, it is designed to scale with minimal performance impact. This allows you to monitor and manage your application performance in live production environments.

If you want to monitor your own landscape as well, you can use SAP Cloud ALM for operations within your customer network. SAP Cloud ALM for operations provides transparency of your cloud solutions in a simplified and visualized way.

As preparation for an SAP EarlyWatch Alert session, SAP Support needs to implement the application-specific tools in your SAP system and to keep them up to date. Among others, these tools include the following:

• Report RTCCTOOL is a service preparation check program. This service tool establishes a connection to SAP and accesses an up-to-date list of required actions and SAP Notes that are necessary to prepare your system and to successfully perform a service session.
• The Service Data Control Center (transaction SDCCN) supports the preparation and delivery of SAP service sessions, such as SAP EarlyWatch Alert. It is intended primarily for SAP service engineers performing SAP service sessions, as well as for system administrators and other qualified customer employees working in their own SAP Solution Manager systems.
• Transaction ST12 (Single Transaction Analysis) combines ABAP and performance (SQL) trace into one transaction, with major functional enhancements, especially for the ABAP trace part. In a joint switch on/off with the performance trace, this transaction allows a user to activate the ABAP trace for another user. Like this, an SAP service engineer can trace a dialog transaction executed by a business user of the customer and does not need his or her sample data. The transaction ST12 makes it easy to keep valuable trace results and pass them on, for example to the SAP product support.