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When we take a high level view of the supportability tools used to facilitate the root cause analysis process we settle on the three main areas. Those areas are attended root cause analysis, unattended root cause analysis, as well as diagnostics. All three play critical roles in how issues are resolved by BI administrators as well as SAP support.

Netviewer

attended root cause analysis

Provides:/wp-content/uploads/2012/04/netviewer_90466.gif

  • Application, file and screen sharing
  • Remote control
  • Recording
  • Encrypted data exchange
  • Safe mode

Used for:

  • Solving support incidents (messages)
  • Customer training and education

SAProuter

unattended root cause analysis

SAProuter3.JPGProvides:

  • Remote, secure connection to a customer system

Used for:

  • Solving support incidents (messages)
  • Remote service delivery
  • Remote debugging

Remote Diagnostics

Implement, Manage, Monitor

diagnostics.JPG

Remote Support Component                              SAP Solution Manager

For Business Analytics landscape only                                            Supports mixed landscapes

Lower complexity                                                                              Higher complexity

Upgrade path to SAP Solution Manager                                           Rich feature set

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