This document discusses how to design, build, and map IT and business services in Splunk to gain "service intelligence." It describes a methodology for bringing subject matter experts together to design services top-down before configuration. Specifically, it discusses deconstructing a company's supply chain, online store, and ERP systems into a service map to gain insights on key performance indicators and improve issue resolution, efficiency, and customer satisfaction.
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Splunk: How to Design, Build and Map IT Services
1. How To Design, Build And Map IT And
Business Services In Splunk
Dan Byrd, Stuart Ainsworth -ITSI Specialists
Splunk>
April 12, 2016
2. Takeaways
How To Derive ‘Service Intelligence’
Methodology and Value of Service Design and Mapping
Introduction to
3. The Problem Scenario
Manufactures toys and games
Supply chain tracks movement of goods from manufacturing process to the consumer
Online store for direct buyers and resellers to purchase goods
Buttercup Games
8. Start WithAProblem Worth Solving
Review the list of services provided
Identify services that are impactful, valuable, measurable
and business critical
9. • What are the top 3
business services in your
enterprise?
• How do you measure the
customer experience with
these services?
• What is the customer
experience with these
services?
Uncovering the problem worth solving
• How often do customers
experience issues with
the service?
• When issues arise, who
gets involved in resolving
them?
• How do teams work
together to resolve
issues?
• When issues arise, how
long does it take (on
average) to fully resolve
the issues?
• What are the financial
impacts when customers
have a bad experience
with your services?
Critical Services Issue Frequency Impact
10. Bring The Subject Matter Experts Together
Evaluate the performance based on
effectiveness or efficiency
Identify pains, performance indicators and measurement
goals for the service
11. Design Before Configuring
Identify pains, performance indicators and measurement
goals for the service
Identify components and data needed to drive service
insights
Consolidate the mappings into an enterprise process/IT
services map
12. Terminology Matters
Logical grouping of
operations
Online banking
Authentication
Virtualization
EXAMPLES
SERVICES
Set of actions
performed with specific
business goals
Sell products
Fulfill order
Process payroll
EXAMPLES
BUSINESS
PROCESSES
Metrics used to
evaluate success
Service health
Order revenue
Latency
EXAMPLES
KEY PERFORMANCE
INDICATORS
15. Defining Service Intelligence
Enabling a business aware IT
Measuring and reporting on indicators that matter
Unlocking operational efficiencies
Collaborating across silos to improve service operations
Data-based decision making
Solving problems and anticipating pitfalls with sophisticated
analytics and holistic insights
16. THE POWER OF
COLLECT
DATA FROM
ANYWHERE
SEARCH AND
ANALYZE
EVERYTHING
DELIVER REAL-TIME
OPERATIONAL
INTELLIGENCE TO IT AND
THE BUSINESS
17. WHAT IF…
You could put critical service intelligence directly into
the hands of the people that need it, with the data you
already have in Splunk?
19. What We Hear From Our Customers
20
“My CIO is demanding we look at IT from a Business Service perspective.”
“Splunk is great for break/fix, but I need to show we’re meeting SLAs.”
“I need everyone to be able to see the same thing at the same time.”
“I just want to throw data at Splunk and have it find problems for me.”
“Show me what my data can do for me!”
20. Splunk IT Service Intelligence
SPLUNK IT SERVICE INTELLIGENCE
Time-series Index
Platform for Machine Data
Dynamic
Service Models
Schema-on-read Data Model
Common
Information Model
At-a-Glance
Problem Analysis
Early Warning
on Deviations
Simplify Incident
Workflows
25. Sign Up Here - We’re Here To Help!
Unlock the value of data and solve an important service problem
through a joint free guided engagement with key stakeholders
Define methods for:
› Proactive service monitoring
› Reduced risk and failures
› Faster issue resolution
› Increased business
performance
What is it?
› 1 Day Onsite Workshop
› Tightly linked with value
› Collaborative approach
› Build your own Splunk
ITSI Glass Table
26. Get Started
ONLINE SANDBOX TRIAL
7 days of access to a free, personal
environment in the Cloud, with pre-
populated data
Engage in a proof-of-concept to index
your data and experience the power of
Splunk ITSI
27. SEPT 26-29, 2016
WALT DISNEY WORLD, ORLANDO
SWAN AND DOLPHIN RESORTS
• 5000+ IT & Business Professionals
• 3 days of technical content
• 165+ sessions
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Notes de l'éditeur
Everyone at Splunk loves Buttercup our mascot. Buttercup Games manufactures stuffed toys and games. Let’s do a role play that uncovers the services important to the company and where there are problems worth solving.
As a manufacturing company, the supply chain is extremely important. It’s a system that allows us to track the flow of good. So, making sure that
Is it impactful, valuable measurable
Drive decision making with quantifiable measurements
How do you drive decisions to meet business needs
What are the top business services in your enterprise?
How do you measure the customer experience with these services?
Are customers happy with their experience?
How often do customers experience issues with the service?
When issues arise, who gets involved in resolving them?
How do teams work together to resolve issues?
Evaluate the performance of a process or a service – the measurements can be based upon the effectiveness (business value derived) or efficiency (how quickly the service is delivered)
Identify pains, performance indicators and measurement goals for the service
Develop an end-to-end map of the services
What components do we need to include in the service; db, middleware
What data is needed to drive the metrics
Meet with business leaders, and their teams, to review the consolidated mapping and modify as necessary
Services: Supply Chain, ERP Systems, Online Store
KPIs: Failed interactions/transactions; customer satisfaction/user experience; real-time revenue
Value Measurements: Impact to business, efficient operations and reduced war rooms
At it’s core, the Splunk platform enables you to:
Collect data from anywhere – with universal forwarding and indexing technology.
Search and analyze across all your data – with powerful search and schema on the fly technology.
Rapidly deliver real-time insights from machine data to IT and business people – through a powerful UI and dashboards.
This is what we call Operational Intelligence.
That brings us to Splunk IT Service Intelligence – a packaged solution that enables real-time visibility into services driven by machine data.
Splunk ITSI speeds and simplifies service monitoring and analytics and enables IT to make better, smarter and informed business decisions.
This solution allows you to gain a deep understanding of your services. With Splunk ITSI, you have real-time views into the health of your services, and can use advanced analytics to find patterns, detect anomalies and trends to proactively monitor and address issues.
As a result you have improved service visibility, reduced resolution times, and a transformative approach to monitoring and analytics driven by machine-data.
Splunk is a scalable platform for machine data, that allows you to interact with the data to solve various use-cases. Initially we were founded one enabling IT administrators to solve IT challenges but over the years we’ve manifested this into various other use cases including Application Management, Security and Compliance (the top 3 being our core use-cases) and the evolving use cases are around Business Analytics and IoT, all of which has been led by our customers.
As our customers grow their asks from Splunk also began to evolve. They were looking for an integrated holistic packaged solution that will not only help them break-down silos, but apply machine learning to enable their IT practitioners to help arm them with the right data at the right time. They want to exploit the data they have within Splunk to discover new ways to improve their operations and drive business priorities and growth. Our customers wanted to up-level the insight machine data gave them. Not only did they want to immediately address the operational problems but also wanted visibility into whether they are meeting SLA’s, what impact performance is having to the business.
With Splunk ITSI, customers get the higher level benefits based on the underlying platform. So, from deep-in-the-weeds solving IT operational use cases with Splunk enterprise, we’re up-leveling the use cases and making IT more relevant to the business.
The can visualize meaningful and contextual data and inter-relationships with dynamic service models, organize and correlate performance indicators for at-a-glance problem analysis, get proactive with early warnings on anomalies, deviations and pre-configured correlated alerts, and simplify workflows.
The foundation principles of Splunk ITSI was to leverage the power of our platform and maximize the value you can get from not only the machine data indexed but also from all the flexibility and fast time to value we’ve already proven that we can deliver on. Our platform and Splunk ITSI can scale to index terabytes of data (in the Cloud and On-premise) and it does not require months of implementation. Additionally, the solution is flexible – you can customize your insights on-the-fly and on-demand. As your IT and business needs evolve you can customize your views in Splunk ITSI to gain real-time insights into these new performance and business indicators/needs. The ability to interact with the data on-the-fly without costly customizations is a huge plus.
Secondly, we wanted to surface the analytics capabilities to enable machine-data driven monitoring. The solution uses machine learning to detect anomalies, identify baselines and have the system dynamically adapt thresholds. You can proactively notify events thru pre-defined cross KPI correlations and there’s more. Essentially, we’re transforming the approach to monitoring with analytics driven by machine data.
Lastly, and very much to the response of our customers, we wanted to redefine the role of IT as being strategic to the business. For the longest time, there has been a persisting need for IT to align with the business. With Splunk ITSI, we enable both IT and the business stakeholders of various services to gain real-time insights into critical performance indicators, in a way that makes most sense to them.
With ITSI, we’re fast tracking how you get insights into your services and key performance indicators, whether that insight is focused on individual technology silos or services, micro-services, applications or business processes using a platform you already love.
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