Does SAP support alternative 3rd party root cause analysis tools to BMC AppSight for SAP Client Diagnostics or CA Introscope?
For the efficiency of End-to-End root cause analysis of the SAP ecosystem, it is important that we (customer, partner and SAP) speak the same language. It is essential that the results of incident management at a customer or partner can be consumed and taken forward by the next support level. SAP has a standard for task in End-to-End Root Cause Analysis in SAP Solution Manager and also defined the standard on component diagnostics coming out of the box with all SAP productive satellites. All SAP employees are trained and certified in these root cause analysis capabilities and SAP offers this training and certification also to its customers and partners. By adopting these standards, the customer and partner makes a bet on proven best practice procedures and tools used by SAP Active Global Support. These capabilities come for the SAP standard preconfigured as part of standard maintenance and the Solution Support Enablement Pack. Using 3rd party root cause analysis tools other than CA Introscope and BMC AppSight for SAP Client Diagnostics mean more license cost, high cost for custom built integration into SAP standard and in worst case even technical incompatibility with SAP agent infrastructure. Last but not least, SAP employees are not trained on 3rd party root cause analysis tools other than CA Introscope and BMC AppSight for SAP Client Diagnostics. Hence, SAP neither recommends nor supports other 3rd party root cause analysis tools to support the SAP standard.