Medtronic Leverages IT-Conductor to Automate SAP IT-Operations

About Medtronic

Medtronic is a global leader in medical technology, services, and solutions. It is one of the largest medical device companies in the world that manufactures medical devices and develops therapies to treat, transform, and save the lives of millions of people every year. The company has more than 90,000 employees across 160 countries and its operations run on SAP to connect its enterprise platforms.

Medtronic Diabetes, a division of Medtronic has trusted IT-Conductor to monitor their entire SAP system landscape and automate their IT Operations. Since 2017, the platform has proven to be a comprehensive solution for both monitoring and automation of over 20 SAP systems for the company.

The Challenges

Managing SAP system landscapes is complex, especially when the environment consists of different applications running across varying platforms. Given the complexity of SAP administration, Basis teams are faced with a challenge to simplify and automate repetitive tasks so that they can free up their time to focus on projects and other value-adding activities.

Customer Pain Points

Like any other Basis team, Medtronic Diabetes has initially identified the following pain points in managing their SAP system landscape:

  1. Performing health checks manually across different systems and applications
  2. Logging in to applications and infrastructure to check manual monitoring in various platforms (i.e. executing several LINUX commands, Oracle SQL scripts, and ABAP transactions)
  3. Tracking and processing change requests manually
  4. Executing complex SAP administrative and repetitive tasks some of which includes the following:
    • Job Monitoring and Automatic Restarts
    • Critical Application Availability and Performance Monitoring
    • Automated Unlocking of Users
    • Monitoring for SMTP Exchange (e.g. Availability, Failed E-mails)
    • Extensive RFC Queue Monitoring and Recovery
    • Monitoring and Auto-Restart of Printers in Error Status
    • Oracle and MaxDB Monitoring
    • Linux Process Monitoring
    • SAP R/3 Syslog Monitoring
    • Transport Monitoring and Change Management Automation in the SAP landscape
    • Workload Monitoring and Reporting of Specific End-user Transactions for Multiple Critical Business Processes

The Solutions

For over four years now, the IT-Conductor team has been helping Medtronic Diabetes simplify and automate the enterprise monitoring of over 20 systems including several types of databases such as Oracle and MaxDB integrated with SAP products ranging from CRM, SRM, ECC, SCM, BW, Content Servers, and other system components such as ABAP, JAVA, PI, and more. Even non-SAP applications such as GE Centricity and BMC Control-M have been unified with all the components making up the entire SAP system landscape of the company.


End-to-End Orchestration

The implementation of the monitoring tool was simple and easy. Team members couldn’t believe everything was set up already, considering the weeks it typically takes from our previous tools from SAP and BMC.

We had the monitoring of our systems up and running within minutes, and no additional cost or installation was needed except for a couple of small servers for their gateway. Extensive training was not needed to use the tool and neither was a dedicated resource for maintaining the monitoring of the system. IT-Conductor even had pre-defined thresholds based on best practices and were fully operational once a system was registered for management.

- Mohan Khedagi, Sr. SAP Technical Lead

Designed to orchestrate complex IT operations, the IT-Conductor platform can easily make sense of all the components in your entire SAP system landscape. Its monitoring framework is built upon the concept of creating thresholds and overrides for each metric that you need to monitor.

In managing SAP systems, it’s easy to fall into the trap of including a lot of metrics which are hard to make sense of. Configuring thresholds and overrides allows you to manage them and only show what is meaningful to you—effectively minimizing noise. Once the noise is minimized, the focus can shift to automated recovery actions to maximize performance by policy-based actions to recover from errors such as job and queue failures, therefore efficiently improving service resiliency.

Figure 1.1 Sample Expanded Service Grid

Figure 1.1: Sample Expanded Service Grid

In Figure 1.1, you can see how a monitored system can be drilled down further up until the metrics are shown (i.e. Availability, CPU Utilization, etc.) with their appropriate color-coded status.

  • Green - Monitored, Healthy
  • Yellow - Monitored, Warning
  • Red - Monitored, Alert
  • Gray - Not Monitored

Beside the metric are the actual values captured by the platform. Notice that there are still values even if a metric is not monitored. This simply means that at this stage of monitoring, you can already benefit from minimizing the alerts and notifications you receive, but at the same time, you can easily configure a metric whenever you need them.

Integrated Dashboard & Reporting

The dashboard acts as a single source of truth, showing all components of the landscape (i.e. application servers, databases, etc.) along with color-coded status displays. This gives administrators the convenience of keeping an eye on the different SAP systems in one place.

With the role-based features of the IT-Conductor platform, administrators can control what a user can see and do within the landscape. This allows dashboards to be customized according to the preferences of the user or their respective access level.

Users also do not need to log in to the application servers and issue several commands. Once a component has been registered for monitoring, it will automatically feed the platform which then allows all information from different systems and applications across varying platforms to be received in one place, along with alerts if objects exceed the defined threshold.

Lastly, the drill-down feature of the IT-Conductor platform is intelligent enough to allow any component of the entire SAP system landscape to be investigated at a granular level. This aids administrators in troubleshooting and performance analysis. Quite often, only a single click is needed to highlight the root cause of issues in the monitored application or service.


Monitoring SAP covers availability monitoring, alerts management, performance management, and reporting.

Availability Monitoring

Monitoring availability in IT-Conductor is straightforward. Once a component is registered and configured for monitoring, the tool automatically detects its status.

In Figure 1.1, you can see at a glance if a particular component is available or unavailable. You can also see the severity status of each of the components in your environment. This allows administrators to have a high-level view of what systems need attention and recovery actions to revive good system health.

Alerts Management

Most monitoring solutions treat alerts as events without much context or relationship. IT-conductor manages alerts more effectively by using policy-based exceptions where alerts can be filtered, time-synchronized, and automatically recovered, including targeted notification to the right analyst reducing mean time to repair (MTTR).

Figure 2.1 Medtronic Production Dashboard

Figure 2.1: Medtronic Production Dashboard

Performance Management

Monitoring availability information alone is ineffectual without fully knowing its relationship with your service level objectives. By configuring the threshold and overrides, Medtronic Diabetes was able to customize the alerts and notifications according to the defined SLA and KPIs by the business.

Performance management in IT-Conductor involves easier comparisons between periods—whether per minute, hourly, daily, weekly, monthly, quarterly, or annually— all in a graphical format.


The IT-Conductor Dashboard offers a highly flexible SAP Service Level reporting that can be sent straight to a list of recipients. This allows reports to be sent automatically versus manually checking the customized dashboard. Either way, performing health checks is significantly easier using the platform versus manually logging in to your systems.

  • Here are the reports the IT-Conductor team has been generating for Medtronic Diabetes:
  • Periodic System Performance Reporting SAP/Linux (Daily, Monthly)
  • Periodic Workload Reporting SAP Shipping transactions (Daily, Monthly)
  • Periodic Change Management Reporting (Transports)
  • Periodic Password Reset Reporting (Prod/Non-Prod)

Figure 2.2 Medtronic Overview Dashboard

Figure 2.2 Medtronic Overview Dashboard

Monitoring in Action

Here is the complete list of monitoring activities that IT-Conductor and Medtronic Diabetes teams have worked on to simplify and automate using the platform:

NetWeaver (ABAP)

  • Performance and Availability Monitoring throughout SAP NW landscape
  • CCMS Alerts
  • Syslog
  • CCMS Metrics
  • Background Jobs (Delays, Long-Running, Aborted, Auto restart, Log shipping)
  • Backups - Errors and Notification
  • Transport - Errors and Notification
  • Active Users - App Server and System-level Counts
  • Spool - Utilization and Performance
  • RFC Destination Availability monitoring
  • tRfc/qRfc/aRfc - Errors and Stuck Queues
  • PCE/Certificate Expiration Monitoring
  • iDocs Monitoring (Processing time and Errors)
  • BDoc Monitoring Errors
  • BW Precalc Servers - Settings Failures, Queues Status, and Duration
  • SAP GW Workload and Log Monitoring
  • Workload Monitoring - TCODE, Web Service and RFC performance Monitoring and Reporting
  • Concur Integration Status Monitoring


  • Performance and Availability Monitoring throughout SAP J2EElandscape
  • Certificate Expiration Monitoring
  • Job Status Monitoring
  • PI Services Availability Monitoring
  • PI Comm. Channel Monitoring (Errors/Status)
  • PI Cache Monitoring (Errors)
  • PI Queue Monitoring (Status/Size)
  • PI Message Monitoring (Error/Age)
  • PI Jobs Monitoring (Status)


  • Memory, CPU, Swap, Users logged in
  • Filesystems - size, mount status
  • Kernel parameters monitoring
  • Printers status and auto-restart
  • Syslog (Notification)
  • OS processes Status
  • VPN Ping & Response time


  • Space Monitoring
  • Backup Monitoring (Errors and Notification)


  • Availability Monitoring
  • Performance Monitoring (SGA, PGA, Resource Limits, etc)
  • Space Monitoring (Total and Tablespaces)
  • Alerts and Log Monitoring and Notifications
  • Top SQL Statements monitoring
  • Top Wait-time
  • Backup Monitoring (Errors and Notification)

SAP Web Dispatcher

  • Availability Monitoring (Ping)



  • InterSystems Cache Database (Availability Monitoring)
  • GE Centricity (Component Status and License Usage Monitoring)
  • Control-M Server (Availability/Ping Monitoring)


Notification Services

  • Control-M notifications via IT-Conductor Alerting mechanism


IT-Conductor was able to automate 70% of the change management process by using transport automation to coordinate efforts of all stakeholders within a project. The manual process Medtronic previously used was time-consuming and decentralized: SAP experts were importing requests one by one, sending messages, waiting for successful imports, and checking transport logs. Now the entire approval workflow is automated and stakeholders are sent notifications when requests or imports are complete. IT-Conductor adapted the transport automation feature to suit Medtronic's processes to ensure synchronization and compatibility while reducing risks in performing mission-critical operations.

Figure 3.1 SAP Change Management

Figure 3.1 SAP Change Management

IT-Conductor SID-Refresh™ helped simplify and automate the quarterly system refresh that is required by SAP with reduced downtime. Medtronic needed a tool to refresh technical data and configuration on QA systems for ECC, CRM, and BW systems.  It was using admins to manually take snapshots of the configuration to recreate environments, which was very labor-intensive and error-prone, leading to less frequent refreshes that had a more dramatic impact on the project teams.

With SID-Refresh, the Post-copy Automation is used to restore all the technical configuration effortlessly, which also includes other automation features that Medtronic found helpful:

  • Cleanup of Operating System Monitoring Data (ST03N)
  • Cleanup of CCMS Configuration (RZ20, RZ21)
  • Cleanup of CCMS History (CCMSHISTORY)
  • Cleanup of Selected ABAP Basis Tables (OTHERS)
  • Cleanup of DBA Cockpit Configuration (DBACOCKPIT)
  • Cleanup of RFC Inbound Queue Configuration (SMQ2)
  • Cleanup of Background RFC (SBGRFCMON)
  • Cleanup of SAPconnect Data (SCOT)
  • Cleanup of Spool Requests and Logs (SP01)
  • Cleanup of TMS Configuration (STMS)
  • Cleanup of RFC Outbound Queue Configuration (SM58, SMQ1)
  • Cleanup of Batch-Input Data and Configuration (SM35)
  • Cleanup of Web Service Configuration (SOAMANAGER)
  • Cleanup of Integration Engine Runtime Data (SXMB_ADM)

The selected options were saved on initial use and could be reused on subsequent executions of the refresh, in scripted unattended mode.

Figure 3.2 Automated Process for Running SID-Refresh™ in IT-Conductor™

Figure 3.2 Automated Process for Running SID-Refresh in IT-Conductor

Overall,  IT-Conductor has been of tremendous value to us in ensuring the stability of our system. The tool and service proved themselves to be innovative and flexible with the included features and enhancements that were developed. It has helped us save costs with infrastructure since we do not need to invest in additional hardware, a cost that would have been incurred with an alternative monitoring product. Automation is crucial to change management, and your SAP tools should be doing this for you. Experts should only get involved in a small number of circumstances when issues arise.

- Manzar Qureshi, Sr. IT Manager - SAP Operations