Building Business Service Intelligence

Copyright©2016SplunkInc.

BuildingBusinessServiceIntelligencewithSplunkITServiceIntelligence

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Agenda

• IntroductionsandSetUp• MethodologyandValueofServiceDesignandMapping• HowtoDerive“ServiceIntelligence”• IntrotoSplunkITServiceIntelligence• HandsonwithSplunkITSI• Recap• Q&A

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IntroductionsDavidMillis

- ITOAStaffArchitect,Splunk- [email protected]

TomHarrop- ITMarkets,Splunk- [email protected]

SafeHarborStatementDuring the course of this presentation, wemaymake forward looking statements regarding future eventsor the expected performance of the company. We caution you that such statements reflect our currentexpectations and estimates based on factors currently known to us and that actual events or results coulddiffermaterially. For important factors that may cause actual results to differ from those contained in ourforward-looking statements, please review our filings with the SEC. The forward-looking statementsmade in this presentation are being made as of the time and date of its live presentation. If reviewedafter its live presentation, this presentationmay not contain current or accurate information. We do notassume any obligation to update any forward looking statements we may make. In addition, anyinformation about our roadmap outlines our general product direction and is subject to change at anytime without notice. It is for informational purposes only and shall not be incorporated into any contractor other commitment. Splunk undertakes no obligation either to develop the features or functionalitydescribed or to include any such feature or functionality in a future release.

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MethodologyandValueofServiceDesignandMapping

Key Takeaways

1 TraditionalMethodsareanachronistic1

ServiceMappingisCritical

3 Data-Defined&DrivenServiceInsights3

Challenging Traditional Methods

Network

Infra

structureLayer

HPNNMi,HPNA,SolarWinds,CASpectrum,

StorageHPStorageOperations,NetApp,EMC

ServerHPOV/Sitescope,SCOM,Nagios,Tivoli,BMCPatrol,CAUIM

74%

-36%

Applica

tionLayer

SyntheticAPMAppD,NewRelic,Dynatrace,HPAPM,CA,IBM,Appica

ByteCodeInstrumentation

AppD,NewRelic,Dynatrace,HPDiag,CAWily

AdaptiveThresholding

HPSHA,BMCProactiveNet,Netuitive,Preelert

HPRun-TimeServiceModelCAServiceOperationsInsight

IBMNetCool/OmnibusServiceModeldefinition&CorrelationEngine

Business Layer

Aggregation/Correlation/Visualization

Service Layer

Challenges• Toomanydisparatecomponents• DifficulttodefineServiceModel• Laborintensive• Mostimplementationsfail• Veryimportantsourceis

missing!(machinedata)

Data-Defined & Driven Service Insights

Infra

structureLayer

Applica

tionLayer

Splunk> isthemissinglink• DataFidelity• SingleRepositoryforALLdata• EasiertoManageServices• ReducedIntegrations• ReducedPointSolutions• CollaborativeApproach• Quicktimetovalue

Data Fabric Platform

Service Intelligence

NetworkPacket,Payload,Traffic,Utilization,Perf

SyntheticAPMAvailability,Capacity,UserExperience

ByteCodeInstrumentationUsage,Experience,Performance,Quality

AdaptiveThresholdingApps,Services,Systems74%

-36%

ServerPerformance,Usage,Dependency

StorageUtilization,Capacity,Performance

MACHINEDATA

BringSubjectExpertsTogether

DesignBeforeConfiguring

BestPracticesforServiceModeling

StartWithaProblemWorth

Solving



Solving

• Whatarethetopbusinessservicesinyourenterprise?

• Howdoyoumeasurethecustomerexperiencewiththeseservices?

• Whatisthecustomerexperiencewiththeseservices?

CriticalServices



Solving

• Howoftendocustomersexperienceissueswiththeservice?

• Whenissuesarise,whogetsinvolvedinresolvingthem?

• Howdoteamsworktogethertoresolveissues?

IssueFrequency



Solving

• What’stheaveragetimetoissueresolution?

• What’stheimpactwhencustomershaveabadexperiencewithyourservices?

Impact

BringSubjectExpertsTogether




Solving



• DefineYourServices– Technical&Business• Functionsandtechnologythatsupportyourbusiness

• DefineYourKPI’s(KeyPerformanceIndicators)• Whataretheimportantmetricsthatindicategoodversusbad• Errorrates,responsetimes,transactionrate,cpu load,etc.

• DefineYourEntities• Whataretheinfrastructureresourcessupporting/deliveringmetricstodefineyourKPI’s

PuttingItAllTogetherServiceLayer SupplyChain

InfrastructureLayerServer©Server

ApplicationLayer OnlineStore EDI

WebTier Middleware Database

BusinessLayerOrderEntry ShippingManufacturing Fulfillment

ServiceHealth

UnitCountUnitFailures

ServiceLevel DeliveryTime

OnlineOrdersOnlineRevenue

ServiceHealth

CPULoadMemoryUsedDiskUsedIOLatency

CPULoadMemoryUsedDiskUsedIOLatency

ServiceHealth ServiceHealth

TotalOrdersTotalRevenueServiceHealth

DefiningServiceIntelligence

Enablingabusiness-awareITMeasuringandreportingonindicatorsthatmatter

UnlockingoperationalefficienciesCollaboratingacrosssilostoimproveserviceoperations

Data-baseddecisionmakingSolvingproblemsandanticipatingpitfallswithsophisticatedanalyticsandpowerfulinsights

COLLECTDATAFROMANYWHERE

SEARCHANDANALYZE

EVERYTHING

DELIVERREAL-TIMEOPERATIONALINTELLIGENCETOITANDTHEBUSINESS

THEPOWEROF

WhatCanYouDoNext?

Order Analysis – Core SplunkRecord Systems

Payment Processing

Patient Queue Analysis

Patient Processing

Service Health Transactions

Co-Pay

Insurance

MHR

Check-InProcedures

Pharmacy

Assessment

Sign On Overall Health

Service Health Transactions Revenue

ERP

Notification

Utilization

Tracking

Logistics

Receipt

Order Analysis – Core SplunkManufacturing History

Logistic Analysis

Robotic State Analysis

Call Center Service

Service Health Transactions

ACD Analysis – Core SplunkCall Wait History

Inbound Analysis

Social Media

Online Msg

Social Media

Mail SupportVOIP Serivce

Inbound Calls

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Building Business Service Intelligence

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