Following are the indicative activities for L1, L2 and L3 activities for
SAP BASIS support. L2 and L3 activities
would have certain overlaps during the actual work execution.
L1 BASIS support:
o
Starting and stopping SAP instances as per
requirements
o
Monitoring availability of SAP instances,
Application servers
o
CCMS System Monitoring (General Monitoring
Functions)
o
Checking the operating system logs, System Log
o
Output Devices in the SAP Spool System
o
Checking Spool Output Requests for Errors
o
Checking Work Process Status and process loads
o
Checking for ABAP Short Dumps
o
Checking for Update Errors
o
Checking Lock Entries
o
Checking Batch Input Sessions
o
Checking Background Jobs
o
Checking Buffer status and Swaps
o
Checking RZ20 Alert monitor threshold
exceptions including page in/out, CPU
& memory utilization.
o
Monitoring Offline/ Online backups
o
Checking offline redo log files and monitoring
archive log directory
o
Monitoring file system and database growth
o
TEMSE Check
o
Monitoring housekeeping jobs related to ABAP dump
reorgs, spool reorg, performance collector etc.
o
Monitoring system and database performance for
response time, db time, hit ratios etc.
o
Checking operating system activity on CPU
utilization, Paging etc.
o
Locking/ unlocking/ revalidating users
o
User password resetting
o
SAP Frontend installation
L2 BASIS support
o
Acknowledgement / Cleaning of alert logs
o
Cleaning/ archiving of transport logs/ import
queues
o
RFC Link Maintenance
o
System performance monitoring
o
Offline/ Online backups at SAP level and backing Up
( Redo Logs – online redo logs and offline redo logs with respect to oracle)
o
Checking and Creating CBO Statistics
o
Searching for Missing Indexes
o
Memory Management: Page In / Pages Out
o
Memory Management: Ext. Memory/ Roll In/ Out etc.
o
Installing SAP License
o
Configuring the System Log
o
Setting Up Logon Groups
o
Installing Printers
o
Sending System Messages
o
Profile Generator: Maintaining Activity Groups/
Roles
o
User Maintenance :
User creation
Copying a User
Locking and Unlocking Users
Changing a Password
Finding a Missing
Authorization
Checking Active Users
Role Attachment
Deleting Old User Master
Records
Changing Administrator
Passwords
Checking User Activities
o
Operation mode maintenance
Creating a New Operation
Mode
Adjusting the Timetable
Manually Switching Modes
Scheduling Exception
Operation
Setting Up Operation Modes
o
Activities on SAPNet
SAPNet user administration
Logging On to SAPNet - R/3 Front-end
Entering a Customer Message
Tracking Message Status
Receiving Responses from SAP
Confirming an Closing
Messages
Requesting Support Packages
Downloading Files from SAP
Servers
SAP's Remote Services
Opening a Connection for
Remote Service
Testing a Remote Service
Connection
Scheduling an Early Watch
Session
Scheduling a Remote
Consulting Session
Registering Developers and
SAP Objects Using SSCR
Searching the Notes Database
o
Management of the Transport Management System (TMS)
Transporting Transport
Requests and investigate and resolve transport failures/ errors
Determining Old Data in
Transport Directories
Clearing Old Data from the
Transport Directories
Maintaining Transport
Landscape
o
Scheduling Jobs
Jobs for R3 Monitoring
Jobs for DB Monitoring
Other background jobs
Jobs: Scheduling Jobs
Jobs: Checking Job Status
and Displaying Logs
o
Support Package/ Add-ons
Finding Support Packages
Downloading and Importing
Support Packages
Regular Support pack installations
SPAM/ SAINT
Concepts on SPAU and SPDD
while application of support packages
o
System Profiles and its maintenance
o
Client Maintenance
Maintaining Clients and
client-settings
Client Copy – Remote and
Local
Client Export/ Import
o
Automatic Note application through SNOTE
o
Printer Configuration
o
Backup Scheduling thru DB13 and monitoring thru
DB12
o
SCOT monitoring
o
Searching for Missing Indexes
o
Monitoring the Growth of Extents
o
Checking Database Performance
o
Extending the Database (Adding Data Files)
o
Making changes in Oracle Parameters based on
recommendation from L3 experts for performance optimization
o
Checking and Managing CBO statistics
o
User Training
L3 BASIS support
o
Problem troubleshooting and resolution for
escalated calls.
o
SAProuter setup and OSS configuration
o
Setting up SAP Logon groups
o
Offline/ Online backups at SAP level and backing Up
( Redo Logs – online redo logs and offline redo logs with respect to oracle)
o
Naming Conventions for Backup Tapes
o
Database restoration and recovery
o
SAP installation/ re-installation and configuration
o
Planning and managing support packages and kernel
patch upgradations, client copies/ transports
o
Planning and executing database upgrades
o
Database Verification - Checking Physical Structure
o
Oracle parameter review and analysis and
recommendations for changes to optimize performance.
o
Increasing Online redo log groups
o
Evaluating Results of the DB System Check
o
SDCC monitoring and management, Configuration of
EWA
o
Designing , setting up and reorganization of SAP
system landscapes
o
Defining standard operating procedures for backups
and restoration. Change management etc.
o
Checking and Managing CBO statistics
o
Automatic Note application through SNOTE
o
Printer Configuration
o
SCOT configuration
o
DB and index reorganization
o
Resolution of dead locks and timeouts
o
Maintenance and monitoring of DR standby server, if
available
o
Homogenous system copy
o
Configuring/ re-configuring system log / alert
thresholds.
o
Team Lead entire basis support personnel
o
Guiding the team technically in all areas of
service defined within SAP BASIS areas
o
Coordination with and supporting the functional
team as per requirements.
o
Profile / Role management and authorization
management and recommendations based on best practices during day to day
operations.
o
Implementing & Managing SAP Support Practices.
o
Report Generation & Presentation. Good
Communication & Presentation Skills
o
Responsibility of Entire Basis operation and
Internal and external Escalations.
The above activities related to maintenance, performance tuning, patch
updation etc. would cut across all other SAP components like BW, Solution
Manager, EP, XI etc. There would be component specific activities which shall
be performed by the L1/ L2/ L3 engineer and some indicative activities are mentioned
below:
There are other activities specific to various mySAP components which
can be taken up on case to case basis
Specific to BW
o
Monitoring RSA1
o
Monitoring PSA and cleaning as per the defined time
policy
o
Reviewing and reorganizing BW statistics tables as
per requirements
o
Review tRFC queues
o
Scheduling and checking for BW specific reports
like RSRV
Specific to EP
UME operations
Business packages download
and application
Configuration for
establishing backend connectivity to SAP systems.
Specific to Solution
Manager
System landscape
definitions
Solution Monitoring
Service desk operations
EWA operations
