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Procedure documentationReporting the Operations Control Center Workload and Performance

 

As an Operations Control Center manager, report the OCC workload and performance, to optimize the alert resolution process for both Business Process Operations, and Application Operations.

Check, for example, the following KPIs per managed object:

Key Performance Indicator

Possible Use Case

Possible Activities

Alert Status Overview

Display, for example, the percentage of open alerts.

Number of alerts and Number of alert instances

Identify monitoring objects which cause a significantly higher number of alerts.

An alert (group) aggregates alert instances (events depending on the data collection intervals configured for the managed object).

Analyze possible trends and resolve the underlying issues. If too many false alerts (false positives) are generated for a managed object, adjust the threshold values.

Maximum duration until alert confirmation (in minutes)

Identify monitoring objects which take an unusually long time to resolve issues.

Optimize the documentation of your error handling procedures, resolve possible issues in the business process/application implementation (check the master data, for example), or increase your OCC staff.

Average duration until alert confirmation (in minutes)

Identify statistical outliers with regard to the maximum duration, by checking the average duration of your alert resolution processes.

Number of incidents

Identify whether you manage to resolve issues on your own and achieve increasingly stable business process operations, by checking the distribution of incidents over time.

Confirmed alerts with/without incidents

Measure your OCC's efficiency and proactivity, by identifying the percentage of alerts which you could resolve on your own, without manual or automatic incidents being created.

OCC Reporting is available for alerts from Technical Monitoring and Business Process Monitoring:

  • The AO Alert Reporting tab page contains information about the technical (application operation-related) alerts.

  • The BPO Alert Reporting tab page contains information about all alerts assigned to a business process. This may include technical alerts from shared use cases, for example Interface Channel Monitoring or Job Monitoring.

The tab pages provide the same key figures.

Note Note

The OCC key figures are only meaningful if you have an event management process. That means alerting for Applications Operations and Business Process Operations is configured and operational. The key figures regarding incidents are only meaningful if you use SAP Solution Manager Service Desk for Incident Management. The number of incidents or the ratio of confirmed alerts without incidents, for example, only make sense if the OCC staff confirms alerts promptly (otherwise the duration until alert confirmation is exaggerated).

End of the note.

Procedure

  1. In the alert inbox, choose Reporting.

  2. Optional: Use the following functions:

    • To display the distribution over time, and identify trends for a managed object, in a chart, double-click the corresponding bar.

    • To print charts or tables, on the right hand side, under Additional Functions, choose the corresponding function.