Your IT department supports critical business functions, processes and products. You're most effective when your technology initiatives are closely aligned and measured with specific business objectives. This session covers best practices and techniques for designing and building an effective service model, using the domain knowledge of your experts and capturing and reporting on key metrics that everyone can understand.
5. The Problem Scenario
Manufacturer of 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
ButtercupGames
6. The Business Problem for Buttercup Games
Supply
Chain
Streamline
operations
Measure
efficiency
ERP
Systems
Business
Impact
$48,000/wk in
revenue loss
War rooms
32 hrs/wk
??
?
Failed
Interactions
Online
Store
Customer
satisfaction
7. The Business Problem for Buttercup Games
Supply
Chain
Streamline
operations
Measure
efficiency
ERP
Systems
Business
Impact
$48,000/wk in
revenue loss
War rooms
32 hrs/wk
??
?
Failed
Interactions
Online
Store
Customer
satisfaction
IS THIS A PROBLEM WORTH SOLVING?
10. Start With A Problem Worth Solving
Review your organization’s critical services
Identify a service that has impactful and measurable
challenges
11. Uncovering the Problem Worth Solving
• What are the top business
services in your
enterprise?
• How do you measure the
customer experience with
these services?
• What is the customer
experience with these
services?
• 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?
• What’s the average time
to issue resolution?
• What’s the impact when
customers have a bad
experience with your
services?
Critical Services Issue Frequency Impact
12. Bring Subject Experts Together
Identify stakeholders and support personnel for the
selected service
Create awareness and invite their collaboration to solve
the business challenge
13. Your Service IntelligenceCollaborators
15
Service Owners
• Business
functions
• Performance
indicators
• Common
business issues
• Frequency of
issues
• Business impact
of issues
Operations and
Support
• Common issues
• Performance
indicators
• Resolution
processes
• Tools used for
resolving issues
• Frequency of
issues
• IT impact of
issues
Enterprise
Architecture
• Business
processes
• Key inputs and
outputs
• Technology
architecture
• Data
architecture
• Common issues
Administrators
• Current tools
and usage, and
adoption levels
• Splunk expertise
• Environment
expertise
• Personal pain
14. 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
16. Putting it all together
Infrastructure Layer
Application Layer
Business Layer
Service Layer
Order Entry Manufacturing Shipping Fulfillment
Supply Chain
Online Store EDI
Web Tier Middleware
• Total Orders
• Total Revenue
• ServiceHealth
• Unit Count
• Unit Failures
• Service Level • Delivery Time
• Online Orders
• Online Revenue
• ServiceHealth
• ServiceHealth
• CPU Load
• Memory Used
• Disk Used
• IO Latency
• CPU Load
• Memory Used
• Disk Used
• IO Latency
• ServiceHealth • ServiceHealth
18. 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 powerful insights
19. What We Hear From Our Customers
“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
Simplified Incident
Workflows
25. Sign Up Here - We’re Here To Help!
Harness the creativity and domain knowledge of your organization to unlock
the value of data and solve an important service problem through a joint
service intelligence workshop 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
https://splunk.box.com/ITSI-Sandbox-Guidebook Contact your Splunk representative
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
Titles for monitoring tools manager
Put people pictures next to them (map to Marc Olesen, Ravi Anandawalla, John Butler)
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.
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.
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.
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.
Bring up live system
We’re headed to the East Coast!
2 inspired Keynotes – General Session and Security Keynote + Super Sessions with Splunk Leadership in Cloud, IT Ops, Security and Business Analytics!
165+ Breakout sessions addressing all areas and levels of Operational Intelligence – IT, Business Analytics, Mobile, Cloud, IoT, Security…and MORE!
30+ hours of invaluable networking time with industry thought leaders, technologists, and other Splunk Ninjas and Champions waiting to share their business wins with you!
Join the 50%+ of Fortune 100 companies who attended .conf2015 to get hands on with Splunk. You’ll be surrounded by thousands of other like-minded individuals who are ready to share exciting and cutting edge use cases and best practices. You can also deep dive on all things Splunk products together with your favorite Splunkers.
Head back to your company with both practical and inspired new uses for Splunk, ready to unlock the unimaginable power of your data! Arrive in Orlando a Splunk user, leave Orlando a Splunk Ninja!
REGISTRATION OPENS IN MARCH 2016 – STAY TUNED FOR NEWS ON OUR BEST REGISTRATION RATES – COMING SOON!