Transcript Session Title - Lenoir
Lessons learned from the implementation of an SAP NetWeaver Business Intelligence cockpit Dr. Bjarne Berg
© 2008 Wellesley Information Services. All rights reserved.
In This Session ...
We will look at lessons learned from the implementation of an very large SAP NetWeaver Business Intelligence cockpit.
We will explore how applications and systems can be integrated, how data collection can be automated, and how cockpits are developed in a standardize format using SAP’s Strategic Enterprise Management’s (SEM) Corporate Performance Monitoring, BI, and Portal combined. Look at how to extract data from a variety of non-R/3 systems, and find out how KPIs can be automatically created based on this data. See how seasonal thresholds for evaluating different data such as monthly, annual, and yearly benchmarks impact design decisions. Learn how to incorporate this information into graphs and charts.
Learn how single sign-on (SSO) can be achieved and how change management in large-scale cockpit implementations are done.
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What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Seasonal thresholds and graphing options
•
Single Sign-On (SSO) and role based security
• •
Change Management Wrap-up
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Background
Sedgwick county has 21 cities, including the city of Wichita with 354,000 people. It also has 27 townships and an area of 1,008 square miles. Sedgwick County is home to a number of aviation-related industries and is known as the "Air Capital of the World."
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Background
The county has many organizations, such as Public heath, Emergency Management (fire and ambulances), Sheriff, Forensic center, Code enforcement, Registrar of deeds, County clerk, Criminal Justice (district attorney, district courts, jails), Highways, Healthcare, Parks, Solid waste, Housing, Election, HR, Treasurer, Tax collection, County zoo and coliseums, airport and much more..
A major challenge was to measure these many organizations effetely so that resources could be allocated in the best interest of the citizens.
Key concept: Transparency in Government
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What is SEM – CPM?
The Corporate Performance Monitor (SEM-CPM) is part of the Strategic Enterprise Management BI tool suite. It consists of the Performance Measurement (PM) area and the Strategy management area (SM).
The Performance Management area consists of four distinct areas: 1.
Management Cockpit 2.
3.
4.
Measure Builder Benchmarking Delivery of business content
The Strategy Management consists also of four areas
1.
Balanced Scorecard 2.
3.
4.
Strategy modeling Value Driver Tree Risk Management Source: J. Lombard, 2006
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Strategy Management and Performance Measurement – CPM
The presentation layer in SAP CPM cockpits has four layers:
• • • •
Cockpit Wall Logical view Frame High-level overview (consists of walls) A logical grouping of measures The display level of the cockpit; consists of frames Lowest level of individual measure display These presentation layer objects are already Web enabled and integrated with the Portal. They also provide built-in drill-downs and navigation, based on how you constructed your measures.
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SEM – CPM Walls
Walls can be grouped and are then the highest level of the SEM-CPM Cockpit. In this case we have organized the cockpits in a high-level community profile, a County theme, and walls for two department KPIs The color codes (red, yellow and green) of the indicators are set based on some thresholds that we will explore later..
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SEM-CPM Navigation and Measures
• •
The Frames can be based on a set of composite measures that are weighted. I.e. 6 KPIs can we weighted differently to create an overall measure.
You can create the hierarchies of measures in the Measure Builder tool (transaction UMK_MB_DISP_PARA) By clicking on each of the frames, you can access more details in graphical cockpits
What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Data Collection from non-SAP Sources
•
Seasonal thresholds and graphing options
• •
Single Sign-On (SSO) and role based security Change Management
•
Wrap-up
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Our System Architecture and External data extraction
Legacy
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SQL Server Users Users Users Users Users ASP page
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SAP R/3 SAP BW SAP SEM-CPM SAP Portal
1. Flatfile updates and Manual Updates through ASP pages. Gradually being automated.
2. Periodic updates through DB connect from SAP BI 3. Periodic updates through BI extractors (ALE) 4. SAP BI Queries executed through ODBO 5. Cockpits hosted in SAP Portal, which also provides single sign-on (SSO) 6. Users via standard web browsers on intra or internet.
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External data extraction and updates
By creating a SQL Server database, we could standardize the user input and customize the web pages in ASP so that is was easy to do manual inputs.
Legacy systems ASP page SAP R/3 SQL Server SAP BW SAP SEM-CPM Users Users Users Users Users SAP Portal
All input are flagged as periodical (monthly, qtr or annual) and are open for edits only for a specific period by a few individuals in the department that has access.
The extraction from the SQL server database to SAP BW/BI is done through a single job that extract all KPI information for the period through the use of SAP BI’s DB connect feature.
Query Performance and Simplification in Infocubes
For Non-SAP data Since single KPI values for a given department and period are stored in the SQL Server and transmitted to BW. The Queries takes on average 0.2 seconds !!!!
Legacy ASP page SAP R/3 SQL Server SAP BW SAP SEM-CPM Users Users Users Users Users SAP Portal
KPI_ID 1 2 3 4 5 6
… …
Period 2007-10 2007-11 2007-12 2007-07 2007-10
…
2008-01
…
Dept_ID Value Period_type
201 0.65
Monthly 201 201 202 202 204 … … 0.64
0.68
386 394 Monthly Monthly Qtr Qtr 16794 Annual … … … … Y
Locked
Y N Y Y N … …
For SAP data The details are kept in the DSO and the infoCube has only the single value for the department for the period. Query speed is therefore only 0.2 seconds on average…
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What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Seasonal thresholds and graphing options
•
Single Sign-On (SSO) and role based security
• •
Change Management Wrap-up
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A User Experience example
Our first step is to navigate to the departmental KPIs
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Accessing Frames
Now we want to explore the Summary cockpit for Public Safety
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Accessing summary Cockpits
These KPIs are weighted measures of six KPIs for the Emergency management Services. The index is color coded for acceptable performance levels. We can click on any graph to enlarge it…
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Drilling down to details
Here we can see that the index has turned red. That indicates that further research is warranted. We added a new drilldown button to make user navigation easier..
Note: This is sample data from the test system and has not been validated (system went live a few months later)
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Changing indicator graphs on the Cockpits
In the cockpit, the colors are set by the underlying KPI performance. When there are no benchmarks, you can change the image… Some KPIs do not have benchmarks, they are not color coded red , yellow , or green . In those cases, SAP codes them with a “beautiful” X.
We did not like that and created our own image and replaced the “X” with a customized image instead .
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Exploring the Emergency Management Profile
The profile does not contain benchmark data, but is informative about the activities. Here we explore the number of EMS 911 calls From the EMS profile users can access 1. Primary KPIs for the organization 2. Program outcome KPIs 3. Tertiary KPIs to manage the operations.
KPIs are for all levels of the organization
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Program Outcomes for EMS
Program outcomes include detailed benchmarks for monthly performance and is coded red, yellow and green based on actual data. Here we see ambulance performance for 1 month - Building hierarchies of measures gives everyone, at all levels of the organization some benefits of using the cockpit.
- Getting the management to use the same tool is a major benefit of SAP-BI
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Tertiary
Operational
Indicators for EMS
The Tertiary indicators are most important for the director of Emergency Management Services. It may be combination of survey data taken periodically and system data loaded monthly. Don’t be afraid of merging periodical data, such as customer satisfaction and employee ratings taken every 6-months with operational data from source systems
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Tertiary
Financial
Indicators for EMS
By making financial data easily accessible with the operational data, the department managers see a greater benefit of using the cockpits. The data can be annual, monthly or weekly, as long as it is used for trend lining and management decisions.
Be careful about adding daily information. When doing so, you are leaving management cockpits and have started building dashboards which have different usage community and a variety of different tools
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Dashboard, Scorecard & Cockpits
Dashboard Scorecard Cockpits Purpose Usage Updates Data Measures Context
Displays performance Performance monitoring Real-time feeds Events Metrics Displays progress Performance management Monthly snapshots Summaries KPIs Displays status and events Performance management Daily snapshots Summaries and events Metrics & KPIs Exceptions/alerts Targets and thresholds Trends
Source
• Linked to systems Linked to plans Linked to BI systems Sources: Wayne Eckerson, 2005; Bjarne Berg 2006
Many companies and people confuse the concepts of dashboards, scorecards, and cockpits. They vary in terms of purpose, usage, source, data, etc.
•
Most BI systems fall in to the cockpits category These are typical parameters, and some may be slightly different (e.g., some metrics in a cockpit may only be updated monthly).
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Back to the Walls
This case study has 821 KPIs for management & operations – we only looked at one small area with 18 KPIs so far. Let us look at the senior managements view of the cockpit and the community profile..
For senior management, the KPIs tends to have more broad applications in terms of scope and level of aggregation. Policies and budgets are based on overall performance and not the day-to day operations which may fluctuate by seasons. Dashboards – not cockpits, are used for operational management
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The Senior Managements
Community profile The Community profile is a great way to summarize the organization in terms of descriptive statistics. It is a very high-level overview of the status of the organization. For commercial enterprises, this is an area that may contain a summary of all employees, locations by demographic information and organizational model, and/or summary production volumes or sales volumes for last quarter, or year, and trend lines.
Keep the information very summarized!
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The Community Profile of an Organization
The community profile should be organized in sub categories. That are informative, interesting and have long-term trend line value. This example has six sub grouping of measures and a total of 34 KPIs. For example purposes, we will explore the long-term Economic trend lines
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Community profile – Economic indicators
For long-term indicators, don’t be afraid to use external data and data that has annual updates. The collection of this data is simple, low cost and provides everyone with a shared knowledgebase.
In the community profile, the data should be long-term trends and relevant to Strategic decision making
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Keep the Cockpit useful for a Large community
By keeping the cockpit ‘wide’ and for a large user community, we were able to provide a shared view of a highly diverse government organization. Build a ‘wide’ cockpit with shared measures that is widely available to all users
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What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Seasonal thresholds and graphing options
•
Single Sign-On (SSO) and role based security
• •
Change Management Wrap-up
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Automating the Thresholds and the KPI data from Non-SAP systems The data table in SQL server provides a set of columns that are captures the summary of the results for the period for a department.
KPI_ID 1 2 3 4 5 6
… …
Period 2007-10 2007-11 2007-12 2007-07 2007-10
…
2008-01
…
Dept_ID Value Period_type
201 201 201 0.65
0.64
0.68
Monthly Monthly Monthly 202 202 204 … … 386 394 Qtr Qtr 16794 Annual … … … … Y Y N
Locked
Y Y N … …
This allows the department to update the KPI values for a short time period to correct any errors (done in a simple ASP page) Threshold values (Red, Yellow and Green) are captured for each period, so that the history of historical thresholds can be preserved.
KPI_ID 1 2 3 4 5 6
… …
Period 2007-10 2007-11 2007-12 2007-07 2007-10
…
2008-01
…
RThreashold YThreashold GThreashold
0.8000
0.7500
0.7499
… … 0.8000
0.8000
450.0000
450.0000
21000.0000
… … 0.7500
0.7500
425.0000
425.0000
17500.0000
… … 0.7499
0.7499
424.9999
424.9999
17499.9999
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SEM-CPM Rules for Graphs and Real Estate
•
Try to avoid empty spaces, but don’t force unrelated measures into the cockpit view — it confuses users
•
Don’t use as many types of graphs as possible, and never mix more than 3 types of graphs. If you use more, users have to interpret the pictures as well as the data.
•
Missing data points add irritation. (it is hard to hide bad data in a cockpit)
SEM-CPM Rules for Graphs and Real Estate (cont.) There is nothing wrong with using the same type of graphs on a cockpit (e.g., tachometers or line charts). Users adapt quickly and can absorb the information faster.
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Tracking changes over time – Annual Measures in context For an organization to act strategically, you need annual performance measures to see the big picture. You often have to merge measures also.
This is of little value to the operational managers, but of great value to the CFO, CEO, CxO and upper level executives. When the executives are looking at their organization, they are frequently examining external data at an annual level
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Use of Complex graphing of annual measures Sometimes measures has little value unless they are seen in context of other indicators. You can use complex graphing with different scales to address this Example: Number of fatalities in road accidents have limited value in assessing vehicle safety without seeing the context of total number of accidents. We can click on the graph to examine this closer
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Use of Complex graphing of annual measures We now have two measures over 5 years of different scales. However, SAP-CPM allows you to merge these in a single graph with two scales
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What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Seasonal thresholds and graphing options
•
Single Sign-On (SSO) and role based security
• •
Change Management Wrap-up
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Single Sign-On (SSO)
We wanted the user to have a shared experience, an not having to log-on to the Portal, R/3, BI and other systems.
There are two core ways that SSO can be done in SAP portal 5.0 and 6.0
1. SAP Logon Ticket 2. User Mapping (user name and password) This is a workaround for systems that are unable to verify and receive SAP Logon tickets. For each system object in SAP Portal the logon method is set to "UIDPW". Each user is then mapped with password and user ID in the SAP system. This is easy to setup, but hard to maintain without a central security organization that works across SAP and non-SAP applications.
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Single Sign-On (SSO)
SAP Logon Tickets are the best option. You need to issue tickets from central location (i.e. SAP Portal) that all users log-on to. A. Go to Visual Administrator and use the using Key Store Administration to get the verfiy.der
B. Change the profile parameter login/accept_sso2_ticket = 1. set login/create_sso2_ticket = 0 Use DEFAULT.PFL on back-end system C. Use transaction code - STRUST to import SAP portal’s public key certificate (verify.der) to the ticket-accepting system’s certificate list. D. Add the Portal to receiving system’s Access Control List (ACL) by maintaining the TWPSSO2ACL table
More at: Patrick Dixon: http://www.sapinsideronline.com/downloads/Las_Vegas_2007/presentations/Track9_session9.pdf
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Single Sign-On (SSO) tickets - 3 options for non-R/3 systems
1. SAPSSOEXT - Dynamic Link Library for SSO to Java and C applications From http://service.sap.com/patches download the SAPSSOEXT library for SAP logon ticket 2. Web Server Filter for SSO to Web apps that support authentication with an HTTP header variable See SAP Note 442401: Web server filter for SSO to third-party systems 3. Web Server Filter with Delegation for Win-Server for SSO to a Microsoft Web-based application SAPSSOEXT Windows Server on IA32 32bit → SSO2 To Kerberos Mapping Filter
More at: Patrick Dixon: http://www.sapinsideronline.com/downloads/Las_Vegas_2007/presentations/Track9_session9.pdf
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What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Seasonal thresholds and graphing options
•
Single Sign-On (SSO) and role based security
• •
Change Management Wrap-up
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Change Management Process
Since A CPM system is going to track performance over time, it is important that the benchmarks and thresholds to not fluctuate frequently.
At the same time the organizations and people being measured has an inherent interest in moving the thresholds if they turn yellow or red.
Therefore you will need a formal change management process for how to get approvals for changes to the cockpits Senior management should be the decider, not the IT department…
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Change Management Process
Change Request form Submission Complete?
No
IT responsible Business responsible Sr. mgmt. responsible
Integration tested QA environment Yes Approved?
No Approved?
Yes Scheduled No System tested Devl. environment Yes Approved?
No Yes Moved to production Review recommended?
No Yes Change Request form Developed Unit Tested Devl. environment No Approved?
Yes
The Change Management Form - page 1
To make this process work, you need a formal instrument.
The instrument can be on-line (i.e. a web page), electronically (word document), or a paper based system. The form should contain at least these fields: The front-page that the requestor fills out Change Request Form Requestor Name: Department Phone number / email Describe the change requested, be detailed Why is it needed How important is it that the change occur? (how would you manage if this is not done) When is the change needed TBD When possible Future release Date Break-fix (right now)
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The Change Management Form - page 2
This page is used by the system administrator or the project team.
The purpose is to have controlled changes that are scheduled and tested appropriately Received date: Reviewed by: Comments/recommendation For internal use only The back page that the system admin and approver fills out Approval status: Pending Not-Approved Future release Approved by: Approved date: Assigned to: Due date: Pending Prototyped In QA Development status: Approved Break-fix (right now) Tested In Production
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What We’ll Cover …
•
Background
•
Data Collection from non-SAP Sources
•
A Very Large Cockpit real example
•
Seasonal thresholds and graphing options
•
Single Sign-On (SSO) and role based security
• •
Change Management Wrap-up
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When to Consider CPM — Management Cockpits
The management cockpits and Web rendering closely integrate with the pre-delivered measures in SAP Measure Catalog. You also can add new measures through SAP Measure Builder.
By linking the higher-level measures using Measure Trees, you can create true performance measures that are consistent throughout your cockpit and which also take care of most of the Web navigation and drill downs in the cockpit. Navigation is built in to the management cockpit and you do not have to build customized links.
Consider SAP CPM when you have limited in-house Web skills, or when measure consistency and rollups are very important.
Drawback: Users often complain that there are too many steps that they have to follow when drilling up and down within the measures (rigid navigation that is hard to customize).
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What SAP Tool Should I Use? – Other Options
Multidimensional Analysis (full) Portal integration BW 3.x Web AD
J J
SAP Net Weaver 2004s Web AD
J J
SAP NetWeaver Visual Composer
J
SAP SEM CPM
J
Third party cockpits
J
Java SDK tools
-
Information Broadcaster Formatted reporting Graphical options (delivered) Automatic code generation SAP integration Direct support for non-BW data Simplicity to use and learn
J J J J J J J J J J J J J J J J J J J
There are many options and sometimes the choice is based on what you are familiar with and whether you enjoy using new tools Portal iViews
J J J J J J 47
Resources
Presentations, articles and accellerators www.comerit.net
•
SAP Insider Online Portal security by Patrick Dixon http://www.sapinsideronline.com/downloads/Las_Vegas_200 7/presentations/Track9_session9.pdf
•
Building Cockpits and Dashboards: Shortcuts, Design Best Practices, and Guidelines to Ensure You Pick the Right SAP Tool for the Job Reporting and Analytics 2007 WIS publishing
http://csc studentweb.lrc.edu/swp/Berg/articles/R&A_2007_Berg_building_co ckpits_dashboards_v3.ppt
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7 Key Points to Take Home
•
Don’t underestimate the time it takes to get management buy-in to measures, thresholds and performance graphs
•
Get very senior management sponsorship. If you cannot get it, go with OLAP instead.
•
Instill the tool into the organization’s decision making process. I.e. Create a periodic (monthly) meeting with KPI reviews.
•
Formalize a process when and how KPIs can be changed. Approvals should be done by Sr. executives and not very often (seek measure stability).
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7 Key Points to Take Home
•
Seek middle management input and allow them to comment on the system before the designed is locked and before go-live.
•
Create organizational profiles, top KPIs and performance measures for lover organizational levels.
•
Make sure that your cockpits have a broad user community and are consistent in color, graphs and data.
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Your Turn!
How to contact me: Dr. Bjarne Berg [email protected]
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