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Copyright	©	2016	Splunk	Inc.	
Building	Business		
Service	Intelligence	with		
Splunk	IT	Service	Intelligence	
David	Millis	
Staff	Architect,	IT	OperaDons	AnalyDcs	
Tuesday,	October	4,	2016	
Calgary	
WiFi:	MarrioH_CONFERENCE	/	splunk
Setup	Before	You	Can	Play	
1.	Download	this	presenta9on	slide	deck:	h;ps://splunk.box.com/v/ITSI-HandsOn-Calgary		
	
2.	If	you	have	not	done	so	already,	Sign	up	for	the	FREE	Splunk	ITSI	Online	Sandbox:	
•  hHp://splunk.com/itsi		
•  Select	"Free	Online	Sandbox"	
	
3.	Please	test	access	to	your	sandbox;	
•  Chrome,	Firefox,	Safari		
are	recommended;	
•  IE	is	NOT	recommended	
	
4.	AYer	logging	in,	select	
IT	Service	Intelligence	from	the	
list	of	apps	at	the	leY	
2
3	
Agenda	
•  IntroducDons	and	Set	Up	
•  What	is	Service	Intelligence?	
•  Splundamentals	--	Core	Splunk	in	IT	Ops		
•  What	is	IT	Service	Intelligence	(ITSI)?		
•  Let's	Play!		
•  What's	Next?	
•  Happy	Hour!
Safe	Harbor	Statement	
During	 the	 course	 of	 this	 presentaDon,	 we	 may	 make	 forward	 looking	 statements	 regarding	 future	
events	or	the	expected	performance	of	the	company.	We	cauDon	you	that	such	statements	reflect	our	
current	expectaDons	and	esDmates	based	on	factors	currently	known	to	us	and	that	actual	events	or	
results	could	differ	materially.	For	important	factors	that	may	cause	actual	results	to	differ	from	those	
contained	in	our	forward-looking	statements,	please	review	our	filings	with	the	SEC.	The	forward-looking	
statements	made	in	this	presentaDon	are	being	made	as	of	the	Dme	and	date	of	its	live	presentaDon.	
If	reviewed	aYer	its	live	presentaDon,	this	presentaDon	may	not	contain	current	or	accurate	informaDon.		
We	do	not	assume	any	obligaDon	to	update	any	forward	looking	statements	we	may	make.	In	addiDon,	
any	informaDon	about	our	roadmap	outlines	our	general	product	direcDon	and	is	subject	to	change	at	
any	Dme	without	noDce.	It	is	for	informaDonal	purposes	only	and	shall	not	be	incorporated	into	any	
contract	 or	 other	 commitment.	 Splunk	 undertakes	 no	 obligaDon	 either	 to	 develop	 the	 features	 or	
funcDonality	described	or	to	include	any	such	feature	or	funcDonality	in	a	future	release.	
4
What	is	Service	Intelligence?	
Enabling	a	business-aware	IT	
Measuring	and	repor<ng	on	indicators	that	ma?er		
Unlocking	opera9onal	efficiencies	
Collabora<ng	across	silos	to	improve	service	opera<ons	
Using	data-driven	decision	making	
Solving	problems	and	an<cipa<ng	piBalls	with	sophis<cated	
analy<cs	and	powerful	insights	from	machine	data
Service	Modeling	
There’s	a	BeHer	Way…
Key Takeaways
1 TradiDonal	Methods	are	outdated	
Service	Mapping	is	CriDcal		
3 Data-Driven	Service	Insights
Challenging Traditional Methods
Network	
Infrastructure	Layer	
HP	NNMi,	HP	NA,	Solar	
Winds,	CA	Spectrum,		
Storage	
HP	Storage	OperaDons,	
NetApp,	EMC	
Server	
HP	OV	/	Sitescope,	
SCOM,	Nagios,	Tivoli,	
BMC	Patrol,	CA	UIM	
74%
-36%
ApplicaDon	Layer	
SyntheDc	APM	
AppD,	New	Relic,	
Dynatrace,	HP	APM,	CA,	
IBM,	Appica	
Byte	Code	InstrumentaDon	
AppD,	New	Relic,	
Dynatrace,	HP	Diag,	CA	
Wily	
AdapDve	Thresholding	
HP	SHA,	BMC	ProacDve	
Net,	NetuiDve,	Preelert	
HP	Run-Time	Service	Model	
CA	Service	OperaDons	Insight	
IBM	NetCool/Omnibus	
Service	Model	definiDon	
&	CorrelaDon	Engine	
Business Layer
Aggregation/Correlation/Visualization
Service Layer
Challenges	
•  Too	many	disparate	components	
•  Difficult	to	define	Service	Model	
•  Labor	intensive	
•  Most	implementaDons	fail	
•  Very	important	source	is	
missing!	(machine	data)
Data Approach With Splunk>
Network	
Infrastructure	Layer	
Packet,	Payload,	Traffic,	
UDlizaDon,	Perf	
Storage	
UDlizaDon,	Capacity,	
Performance	
Server	
Performance,	Usage,	
Dependency	
74%
-36%
ApplicaDon	Layer	
SyntheDc	APM	
Availability,	Capacity,	
User	Experience	
Byte	Code	InstrumentaDon	
Usage,	Experience,	
Performance,	Quality	
AdapDve	Thresholding	
Apps,	Services,	Systems	
Splunk>	is	the	missing	link	
•  Data	Fidelity	
•  Single	Repository	for	ALL	data	
•  Easier	to	Manage	Services	
•  Reduced	IntegraDons	
•  Reduced	Point	SoluDons	
•  CollaboraDve	Approach	
•  Quick	Dme	to	value	
MACHINE	DATA	
Data Fabric Platform
Service Intelligence
Bring	Subject	
Experts	Together	
Design	Before	
Configuring	

Best	PracDces	for	Service	Modeling	
Start	With	a	
Problem	Worth	
Solving
Best	PracDces	for	Service	Modeling	
Start	With	a	
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?	
CriDcal	Services
Best	PracDces	for	Service	Modeling	
Start	With	a	
Problem	Worth	
Solving	
•  How	oYen	do	customers	
experience	issues	with	the	
service?	
•  When	issues	arise,	who	
gets	involved	in	resolving	
them?	
•  How	do	teams	work	
together	to	resolve	
issues?	
Issue	Frequency
Best	PracDces	for	Service	Modeling	
Start	With	a	
Problem	Worth	
Solving	
•  What’s	the	average	Dme	
to	issue	resoluDon?	
•  What’s	the	impact	when	
customers	have	a	bad	
experience	with	your	
services?	
Impact
Best	PracDces	for	Service	Modeling	
Bring	Subject	
Experts	Together	
•  Business	&	Service	Owners,	meet	IT	
	
	
•  IT,	meet	Business	&	Service	Owners
Best	PracDces	for	Service	Modeling	
Design	Before	
Configuring	

• Define	Your	Services	–		
Technical	AND	Business	
	
• Define	Your	KPI’s	for	each	service	
	
• Understand	service	dependencies		
&	interacDons
COLLECT		
DATA	FROM		
ANYWHERE	
	
SEARCH	AND	
ANALYZE	
EVERYTHING	
DELIVER	REAL-TIME	
OPERATIONAL	INTELLIGENCE	
TO	IT	AND	THE	BUSINESS	
	
THE	POWER	OF
Splundamentals--		
Core	Splunk	in	IT	Ops
Data-driven	service	insights		
for	root-cause	isolaDon	and	improved	service	operaDons	
with	a	markeDng	catchphrase	
that	is	too	long	
INTRODUCING
Splunk	IT	Service	Intelligence	
SPLUNK	IT	SERVICE	INTELLIGENCE	
Time-Series	Index	
Plarorm	for	Machine	Data	
Dynamic		
Service	Models	
Schema-on-Read	 Data	Model	
Common		
Informa9on	Model	
At-a-Glance		
Problem	Analysis	
Early	Warning		
on	DeviaDons	
Simplified	Incident	
Workflows
Splunk	IT	Service	Intelligence
ITSI	Core	Concepts	
21
What	is	a	Service?	
Service	
Requests	
Responses	
In	ITSI,	a	Service	is	a	logical	group	of	technology	components	that	a	user	
deems	need	to	be	monitored	together.	
It	can	oYen	be	generalized	as	a	“black	box”	which	we	send	requests,	and	
expect	responses	
22
What	is	a	Service?	
DNS	
Requests	
Responses	
Technical	Services	
Auth	
Requests	
Responses	
Web	
Requests	
Responses	
Services	can	be	lower	level	(technical)	…	
23
What	is	a	Service?	
DNS	
Requests	
Responses	
Technical	Services	
Customer	
Transac9ons	
Requests	
Responses	
Business	Services	
Auth	
Requests	
Responses	
Web	
Requests	
Responses	
Support	Desk	
Requests	
Responses	
Services	can	also	be	higher	level	(business)	…	
24
What	is	a	Service?	
Packet	Network	
Hypervisor	and	Hosts	
RBMDBs	
Storage	Tier	
API	Services	
																		Web	Services	
Customer	Transac9ons	
Mobile	API/
Middleware	
Partner	Portal	
DNS	
Services	can	encompass	mulDple	Ders	of	the	IT	domain.		
Services	may	also	depend	upon	other	services	
25
What	is	a	KPI?	
DNS	
Requests	
Responses	
KPI:	Number	of	requests	
KPI:	Error	rate	
KPI:	Average	response	Dme	
KPI:	Server	CPU	load	
KPI:	Server	network	I/F	errors	
Customer	
Transac9ons	
Requests	
Responses	
KPI:	Number	of	transacDons	
KPI:	Error	rate	
KPI:	Average	response	Dme	
KPI:	Count	of	Incident	Tickets	
KPI:	SyntheDc	Transx	Health	
KPIs	and	Health	scores	consDtute	the	means	by	which	
Services	are	monitored.	
26
Key	Performance	Indicators	(KPIs)	
27	
A	Key	Performance	Indicator	(KPI)	is	a	Splunk	saved	search	created	within	the	
ITSI	UI	that	helps	monitor	a	specific	field	like	CPU,	Memory,	Number	of	Errors	
and	so	on.			KPIs	are	contained	within	Services.
Service	Health	Scores	
28	
A	Health	score	is	a	score	form	0-100	(0	being	criDcal	and	100	being	normal)	
that	helps	determine	the	health	of	a	Service.		It	is	calculated	based	on	all	KPIs	
importance	and	its	status	(e.g.	green,	orange,	red),	once	every	minute.
ITSI	Tour	
29
Service	DecomposiDon	in	ITSI	
30	
1	-	What	is	a	high-value	business	service?	
	(“Online	Store”	in	BuHercup	Games)
Service	DecomposiDon	in	ITSI	
31	
1	-	What	is	a	high-value	business	service?	(Online	Store)	
	
2-	Process	flow,	and	underlying	sub-services?	
	(Web	->	Middleware	->	DB	->	Middleware	->	Web)
Service	DecomposiDon	in	ITSI	
32	
1	-	What	is	a	high-value	business	service?	(Online	Store)	
	
2-	Process	flow,	and	underlying	sub-services?	(Web	->	Middleware	…)	
	
3-	For	each	(sub)service:	KPIs	to	show	health	&	status?	
	(Database:	errors,	SQL	hits,	response	Dme,	…)
Service	DecomposiDon	in	ITSI	
33	
1	-	What	is	a	high-value	business	service?	(Online	Store)	
	
2-	Process	flow	&	underlying	sub-services?	(Web	->	Middleware	…)	
	
3-	For	each	(sub)service:	KPIs?	(Database:	errors,	SQL	hits,	…)	
	
4-	For	each	KPI:	Need	a	Splunk	search	
	(index=DB	(warn*	OR	error*)	|	stats	count)
Service	DecomposiDon	in	ITSI	
34	
1	-	What	is	a	high-value	business	service?	(Online	Store)	
	
2-	Process	flow	&	underlying	sub-services?	(Web	->	Middleware	…)	
	
3-	For	each	(sub)service:	KPIs?	(Database:	errors,	SQL	hits,	…)	
	
4-	For	each	KPI:	Need	a	Splunk	search	(index=DB	(warn*	OR	error*)	|	stats	count)
Let’s	Play!
Service	DecomposiDon	in	ITSI	
36	
CLICK	
“Glass	Tables”
Service	DecomposiDon	in	ITSI	
37	
CLICK	(open	in	new	tab)	
“Bu?ercup	Games	
Business	Process	(IN	
PROGRESS)”
Service	DecomposiDon	in	ITSI	
38	
CLICK	(open	in	new	tab)	
“Bu?ercup	Games	
Online	Store”
Service	Decomp:	The	Business	Processes	
39
Service	Decomp:	End-To-End	Process	Flow	
40
New	Requirements!	
41	
●  Create	a	new	KPI	for	the	DB	Service:		
●  Network	UDlizaDon		
●  Modify	the	ExecuDve	Glass	Table	
in	order	to	show	off	the	services	
you	slave	over		
	
“WE	only	have	about	15min		
TO	DO	WHAT	???!!???”	
	
Think	about	how	long	this	
would	take	you	today?
42	
ConfiguraDon	of	DB	Service	
Click	Configure	>		
							Click	Services
Let’s	Talk	EnDDes	
43	
●  Select	DB	Service	
●  EnDDes	are	the	relevant	things	which	support	
this	service	(usually	hosts)	
●  Select	the	right	entries	with	filters,	ANDs,	ORs	
●  Original	EnDty	list	can	come	from	CMDB,	
spreadsheet,	Splunk	search,	others
A	KPI	in	5	minutes?	Absolutely!	
44	
Click	New	–	Generic	KPI	
Select	Data	Model	
●  Host	Opera<ng	System	
●  Network	
●  #	bytes	
●  Next		
Call	it	“Network	U>liza>on”,	
with	your	username	up	front
KPIs	ConDnued….		
45	
Splunk	Builds	Searches	for	you	–		
Oh	Yeah,	that’s	happening	J	
●  Select	Yes	for	Split	by	&	Filter	op<ons	
●  Select	host	for	En>ty	Lookup	&	Alias	op<ons	
●  Click	Next
Almost	There…	
46	
Select	
●  KPI	Search	Schedule:	Every	Minute		
●  En>ty	Calcula>on:	Average	
●  Service/Agg	Calcula>on:	Average	
●  Calcula>on	Window:	Last	Minute	
●  Click	Next		
●  Unit:	Bps	
●  Click	Next
Final	Steps	…	
47	
Set	your	thresholds:		
●  Aggregate	(All)		
●  Per	En>ty			
●  Click	“Add	Threshold”	TWICE	
●  Make	the	Neapolitan	ice	cream	colors	
Yellow,	Green,	Yellow	
●  Drag	the	sliders	around	in	order	to	get	
the	current	data	graph	enDrely	inside	the	
Green	(normal)	band	
●  Click	Finish	
●  Other	opDons	are	also	available,	
including	adapDve	thresholds	and	
anomaly	detecDon
AdapDve	Thresholds	
48	
What	if	your	KPI	data	looks	like	this?
49	
AdapDve	Thresholds	
StaDc	thresholds	will	not	work…
50	
AdapDve	Thresholds	
AdapDve	Thresholding	works	beauDfully	with	cyclical	(and	other	dynamic)	data
Anomaly	DetecDon		
51	
●  Machine	Learning	
●  Works	well	for	data	with	paHerns	
●  Requires	some	“training”	(trial	&	error)	
to	zero	in	on	best	sensiDvity	
●  More	sophisDcated	capabiliDes	coming!	
(mulDvariate,	more	algorithms,	etc)
Let’s	Fix	that	Glass	Table	
52
Clone	the	Glass	Table	
53	
Return	to	Saved	Glass	Tables	page		
(click	on	Glass	Tables	in	the	upper	menu	bar)	
	
CLICK	Edit	for	“BuHercup	Games	Business	Process	(IN	
PROGRESS)”	
•  Select	Clone	
•  Title:	Add	your	username		
to	the	front	
•  Permissions:	Shared	in	App	
•  Click	Clone	Page	
	
•  Click	on	your	new	Glass	Table	
from	the	list,	to	view	it
Edit	&	Have	Fun!	
54	
Click	on	Edit	in	the	upper	right	corner	of	your	Glass	Table	
	
Use	the	“Services”	panel	on	the	leY	to	select	Individual	KPIs,	
or	Aggregate	Service	Health	Scores	
•  Choose	2	KPIs	from	Online	Store	that	would	be	useful	in	
the	“Order	Process”	secDon	
•  Drag	the	selected	widgets	onto	the	canvas,	posiDoning	in	
the	gray	oval	
	
•  What’s	the	difference	between	the	
	
	
																											and															tools	at	the	top	leY?
More	Fun	with	the	Glass	Table	Editor…	
55	
Use	the	Configura>ons	panel	on	the	right	to	edit	a	
selected	widget	
•  Can	change	the	visualizaDon	type,	drilldown	
behavior,	and	other	se}ngs	
	
	
	
	
	
	
	
•  You	should	hit	Save	frequently	
•  Revert	All	Changes	can	be	helpful,	occasionally
Finishing	up	…	
56	
•  Add	a	ServiceHealthScore	widget	for	Online	
Store	under	BuHercup	
•  Choose	a	Viz	Type	with	a	sparkline	graph,	then	
resize	to	make	it	look	preHy	
•  Modify	the	Custom	Drilldown	acDon	to	go	to		
the	saved	glass	table,		
BuVercup	Games	Online	Store	
•  Bonus	Points:	Make	the	label	bigger,	more	
readable	
•  Click	Save	
•  View	when	done
A	TroubleshooDng	Exercise	
57	
Let’s	use	ITSI	to	troubleshoot	an	outage		
●  Start	at	your	Glass	Table,	“<UserName>	BuHercup	Business	Process”	
●  Customer	Care	reports	that	unhappy	customers	are	complaining	of	failures	
and	long	delays	when	trying	to	purchase	
●  The	calls	began	coming	in	at	around	the	top	of	the	last	hour.	
●  In	the	upper	right	corner	of	the	Glass	Table,	change	the	Dme	picker	from	Now	
to	XX:00:00.0,	where	XX	is	the	previous	hour.		For	example,	if	it	is	currently	
14:05,	set	the	Dme	picker	to	13:00:00.0,	then	Apply	
●  This	is	how	we	can	“Dme	travel”	back	to	see	condiDons	at	a	parDcular	
outage–	oh	yeah!
A	TroubleshooDng	Exercise,	cont’d	
58	
●  The	Online	Store	seems	to	be	degraded,	just	as	Customer	Care	reported.		
Click	on	the	widget	under	BuHercup	to	drill	down	further
A	TroubleshooDng	Exercise,	cont’d.	
59	
●  The	Online	Store	Glass	Table	shows	a	much	more	detailed	view,	including	the	impacted	customer-facing	KPIs	
at	the	far	leY	(Revenue,	etc)		
●  Based	on	this	view	of	all	the	relevant	
services,	where	do	you	think	the	root	cause	
lies?			
●  Which	service	should	we	troubleshoot	first?	
●  Click	on	Health	widget	for	that	service,	to	
drill	down	to	a	Deep	Dive
Deep	Dive	
60	
●  Deep	Dive	shows	mulDple	KPIs	and	Health	Scores	in	parallel	“swim	
lanes”.	
●  The	Health	Score	for	this	Service	is	the	top	swim	lane.		Can	you	see	
when	it	begins	to	degrade	from	100%?	
●  Mousing	over	this	point	in	Dme,	can	you	spot	the	KPI	with	the	
leading	fault	indicaDon,	i.e.,	what	failed	first?	
●  To	improve	readability,	make	sure	the	
Primary	Time	Range	(lower	leY	corner)	is	
set	to	Presets	>	Last	60	minutes
MulD-KPI	Alerts	and	Notable	Events	
61	
●  Click	on	Notable	Events	Review	
●  MulDple	KPIs	and	Healthscores	can	
be	combined	in	sophisDcated	ways	
to	create	MulD-KPI	alerts	
●  When	a	MulD-KPI	alert	fires,	one	of	
the	outcomes	is	the	creaDon	of	a	
Notable	Event	
●  Notable	Events	allow	NOC	
personnel	and	others	to	triage	and	
coordinate	event	management	
efforts
Service	Analyzer	
62	
●  Click	on	Service	Analyzer	>	Default	Service	Analyzer	
●  Back	where	we	started!	
●  This	view	shows	a	“no-frills”	list	of	
services	(top)	and	hoHest	KPIs	
(boHom)	
●  Provides	access	into	Service	Details	
●  It	is	useful	for	NOCs	and	others	
who	need	a	high-level	situaDonal	
view
Advanced	Exercises	
63
Summary	
64	
●  High-value	services	can	be	decomposed	and	modeled	in	ITSI,	using	machine	data	
from	the	relevant	systems	
●  Services	and	KPIs	can	be	created	in	minutes,	with	sophisDcated	thresholding	
techniques	to	disDnguish	“normal”	from	“not	normal”	
●  Glass	Tables	allow	service	health	and	KPI	metrics	to	be	displayed	in	a	way	that	
makes	sense	to	specific	groups,	such	as	ExecuDve	Leadership,	Business	Service	
Owners,	the	NOC,	DevOps	&	Others	
●  Deep	Dives	allow	KPIs	to	be	compared	side-by-side	across	any	Dme	range,	
acceleraDng	root	cause	analysis	and	significantly	reducing	MTTR	
●  Mul9-KPI	Alerts	and	Notable	Events	reduce	alert	noise,	producing	acDonable	
events	and	a	means	to	manage	them	
●  …	and	it’s	fun	to	build!
Possibili9es
Order Analysis – Core Splunk
Record Systems 
Payment Processing
Patient Queue Analysis
Patient Processing
Service Health
 Transactions
Co-Pay 
Insurance
MHR
Check-In
Procedures
Pharmacy
Assessment
Call Center Service
Service Health
 Transactions
ACD Analysis – Core Splunk
Call Wait History
Inbound Analysis
Social Media 
Online Msg 
Social Media 
Mail Support
VOIP Service
Inbound Calls
Banking
68
69	
Healthcare

Operations
70	
End User Experience for Streaming Video
Whatever This Is
71
Hospital Emergency Rooms
72
Sign Up Now – We’re here to help!
Harness the creativity and domain knowledge of your
organization to unlock the value of data and solve an important
Business 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 Glass Table
Reference	Stuff	
74	
●  ITSI	Guidebook:	In	your	ITSI	instance:	
Search	->	Dashboards	->	ITSI	Sandbox	Guide	
	
●  ITSI	DocumentaDon:		
hHp://docs.splunk.com/DocumentaDon/ITSI
Thank	You	
David	Millis	
dmillis@splunk.com

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