Knoa End-User Experience and Performance Manager (EPM) for SAP

1. Knoa End-User Experience and Performance Manager (EPM) for SAP Implementation Blueprint

2. Stage 1: Understand Knoa and Customer confirm technical requirements and specs so that each has a clear picture of the deployment environment. Project Specifications • 1. Knoa Product Components • Review the Knoa component architecture, to see how the Knoa product will fit in the target environment • Knoa implementation consists of installing 2 sets of components: client (users’ desktops) and server. • There is no integration between Knoa components and the monitored application front-end interface or back-end infrastructure. • 2. Monitored Application Environment • Application systems monitored – specify instances, configurations, and GUI versions. • Identify number and profile of application users targeted for monitoring. Key Customer Resources • Program Manager • Technical coordinator Events and Deliverables ▪ Knoa and Customer hold two 1-hour knowledge-sharing sessions (either live or online) • 3. Knoa Server Components • Determine Knoa server architecture (number of servers and hardware specifications), based on the number of monitored users. • Review the system and environment requirements for the Knoa server components. Exit Criteria • 4. Client Deployment • Specify end-user application delivery environment – desktops or Citrix/Terminal Server. • Verify the Knoa client engine system requirements • If the Knoa client engine is deployed on Citrix or Terminal Servers, identify the number of servers targeted for installation. • Determine Knoa client deployment mechanism, i.e. SMS or other third-party tools. • Completed project specifications • Signed off Statement of Work (SOW)

3. Stage 2: Plan • Remote Access to Monitored Application • For the template configuration work, Knoa needs remote access to the monitored application, as end-users. • Templates are tested and configured by Knoa • Remote access via VPN and/or laptops pre-configured for access to the monitored application. • Knoa does not need access to the Production system, but will require a non-production system with the same GUI and configuration. • The Knoa user application accounts require access to the same areas as the Production users – for template validation. • Key Customer Resources • Project Sponsor - Directs internal Knoa EPM adoption by various departments • Project Manager - Coordinates internal project resources and assigns implementation responsibilities • Desktop Management Team - Executes the deployment and configuration of Knoa Client components • Server/Database Admin. - Executes Knoa Server component deployment and configuration. Provides ongoing administration of hardware resources • Network/Security Admin. - Configures the internal environment for operation of Knoa components. Configures remote access for the Knoa implementation / support team. • Knoa EPM Console Admin. - Performs system management tasks related to the Console. • Knoa EPM Console Users - Participate in the Console Training sessions. Knoa reviews the implementation roadmap. Customer assigns roles and responsibilities for their implementation team. Key Customer Resources • Project Sponsor • Project Manager • Server/Database Administrator • Desktop Management Team. • Network/Security Administrator • Knoa Console Administrator • Knoa Console Users • Project Status Meetings • The project manager and selected technical resources also participate in regular status calls with the Knoa implementation team throughout the project, where progress and action items are reviewed by both teams, to ensure proper coordination. Events and Deliverables • Knoa and Customer hold Project Team kick-off meeting • Knoa and Customer review Implementation Roadmap Exit Criteria • Executive sponsor engaged • Implementation roles assigned • Knoa Implementation Roadmap signed off • Ongoing status meetings established

4. Stage 3: Configure and Deliver Knoa configures, tests, and delivers Knoa EPM to Customer who then installs server components and deploys client package to test users. • Configuration and Installation Steps • Remote Access to Monitored Application • Knoa secures remote access to the monitored application in order to validate and configure the EPM monitoring and analysis templates against the live application. (Customer) • Knoa Server Deployment • The customer server / database administrator deploys and configures the Knoa Collection server, analysis, database, and Console. The Knoa Support team provides remote assistance, if needed. (Customer/Knoa) • Knoa Client Configuration Options • Customer technical resources check off the final configuration options before the client package release. (Customer) • 4. Knoa Client Package Release • Knoa team releases the pre-configured client package and the final versions of the monitoring and analysis templates – validated against the customer’s live application. (Knoa) Key Customer Resources ▪ Project Manager ▪ Technical Coordinator ▪ Network/Security ▪ Server / Database Admin. ▪ Desktop Management Team ▪ Knoa EPM Console Admin. ▪ Knoa EPM Console Users Events and Deliverables 5. Knoa Client Deployment to Test Users The customer desktop management team deploys the Knoa client package to a selected number of validation desktops (around 10). These users will exercise the monitored application over few days, to generate Knoa performance data, which will be used to validate the Knoa templates before a Production release. (Customer) 6. Test Data Validation The Knoa implementation team reviews the data generated by the test users and validates that the Knoa templates work according to specifications. This is the final check-off before a production release of the Knoa client package to all users. (Customer/Knoa) ▪ Customer installs and configures the Knoa server components ▪ Customer installs the Knoa client and template on an initial set of validation desktops Exit Criteria • Knoa server components installed and configured • Monitoring template validated in the test user environment

5. Stage 4: Launch Knoa EPM is installed and configured, and live data collection and reporting begin. Live Data Collection Knoa Client Deployed to Production Users Once the templates have been validated for the Test users, the Knoa client package is distributed to the entire user base targeted for monitoring. Once the Knoa client package has been distributed to all users, the Knoa performance data generated by these users will be displayed live in the Knoa Console. Production Data Validated After the Production rollout, the Knoa implementation team will review the new data once again to ensure that the monitoring and analysis templates work as expected in the broad user environment. Key Customer Resources ▪ Project Manager ▪ Desktop Management Team ▪ Technical Coordinator ▪ Knoa EPM Console Admin. Events and Deliverables Console Reporting Knoa performance metrics are available for review in the Knoa EPM Console as the data is generated live in the field. The Console is functional without extra-configuration. ▪ Customer deploys Knoa EPM Client Engine and Application Template to Production end-users ▪ Live data collection begins from all users who have the Knoa client engine deployed Exit Criteria • Console Management • Immediately after deployment, the Knoa Console Administrator can exercise the following basic configuration options: • User and Account management for Knoa Console Users • Configure error filters for the Error reports – adjust default settings • Configure KPI thresholds for Application and User KPIs – adjust the default settings • Configure custom user attributes (such as mapping of monitored users to jobs, roles, departments, etc) – to leverage this information in the reporting • End-user metrics collected and processed by the Knoa EPM Collection and Analysis server • Performance reports displayed in the Knoa EPM Console

6. Stage 5: Confirm Knoa and customer review the monitoring, analysis, and reporting outputs to verify the final configuration. Verification Checklist Client Agents and Monitoring Template • Knoa client engine and template are fully functional for all target users – all users generate valid performance data. • Knoa track data has been validated – standard integrity checks passed. Collection Server • Collection server is fully configured and running – receiving data from the Knoa clients. • The Collection server performance is within acceptable thresholds. Database • The Knoa database is fully configured and functional; data is stored properly. • The database utilities are set to run on a schedule. • There is enough space allocated to the Knoa database, given the archiving timeframe and the projected number of users. Analysis • The analysis utilities are fully configured and functional. • Analysis is running on a schedule and the report data is up to date. • Knoa report data has been validated – standard integrity checks passed. Reporting Console • The Knoa EPM Console is fully configured and functional. • Console user accounts for the customer groups have been created. • Special Console configuration options have been applied, such as error filters and KPI thresholds. These checks are done by the Knoa implementation team to confirm that the Knoa EPM system is fully configured and functional at the customer site. Key Customer Resources ▪ Project Manager ▪ Technical Coordinator ▪ Knoa EPM Console Admin. Events and Deliverables ▪ Knoa runs data validation tests to spot potential configuration modifications Exit Criteria • Post deployment Quality and Integrity Checklist completed • Knoa EPM implementation project Statement of work (SOW) signed off as completed

7. Stage 6: Operate and Optimize Knoa provides EPM Console training to customer users. Ongoing system administration procedures are established. Console Training Sessions 1. Console Overview General overview of the reporting functionalities and performance metrics available in the Console. 2. Use Cases Specific use cases based on the Knoa data generated from the field will be reviewed. These illustrate specific uses of the Knoa data for investigating performance issues. 3. Console Management Designed for the customer's Console Administrator and covers typical Console administration tasks. Key Customer Resources ▪ Project Sponsor ▪ Project Manager ▪ Knoa EPM Console Admin. ▪ Knoa EPM Console Users Events and Deliverables • Knoa: Ongoing Maintenance & Support • As part of ongoing maintenance and support, Knoa provides the following: • Regular system health checks for the Knoa components and data (requires ongoing remote access to the customer system) • Template upgrades to maintain compatibility with upgrades of the monitored application GUI (requires ongoing remote access to the monitored application) • Software upgrades • Support in terms of configuration changes, troubleshooting and error resolution • Customer: Ongoing Knoa System Administration Console Administrator The main tasks of the Console Administrator are to create user accounts for the Console, assign them access permissions to the reporting modules available in the Console, and configure settings for the Console. System Administrator The main tasks of the System Administrator are to monitor the operation of the Knoa software components, both client and server components, by following the administration procedures specified in the documentation. This is an IT/System Support role and requires technical expertise. ▪ Knoa delivers three 2-hour EPM Console Training sessions ▪ Customer creates Knoa EPM adoption plan and administration procedures Exit Criteria • Optimization and system administration procedures and responsibility established

8. Knoa Component Architecture