This document provides an agenda and overview for a presentation on building business service intelligence with Splunk IT Service Intelligence. The presentation introduces service design methodology, the value of mapping services, and how to derive "Service Intelligence". It discusses best practices for service modeling including defining services, key performance indicators, and entities. The presentation then provides an introduction to Splunk IT Service Intelligence and how it can be used to collect machine data from anywhere, search and analyze everything, and deliver real-time operational intelligence to IT and the business. Hands-on demonstrations and a Q&A session are also included on the agenda.

1. Copyright © 2016 Splunk Inc.
Building Business Service
Intelligence with Splunk IT
Service Intelligence

2. 2
Agenda
• Introductions and Set Up
• Methodology and Value of Service Design and Mapping
• How to Derive “Service Intelligence”
• Intro to Splunk IT Service Intelligence
• Hands on with Splunk ITSI
• Recap
• Q&A

3. 3
Introductions
David Millis
- ITOA Staff Architect, Splunk
- dmillis@splunk.com
Tom Harrop
- IT Markets, Splunk
- tharrop@splunk.com

4. Safe Harbor Statement
During the course of this presentation, we may make forward looking statements regarding future events
or the expected performance of the company. We caution you that such statements reflect our current
expectations and estimates 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 presentation are being made as of the time and date of its live presentation. If reviewed
after its live presentation, this presentation may not contain current or accurate information. We do not
assume any obligation to update any forward looking statements we may make. In addition, any
information about our roadmap outlines our general product direction and is subject to change at any
time without notice. It is for informational purposes only and shall not be incorporated into any contract
or other commitment. Splunk undertakes no obligation either to develop the features or functionality
described or to include any such feature or functionality in a future release.
4

5. Methodology and Value of
Service Design and Mapping

6. Key Takeaways
1 Traditional Methods are anachronistic1
Service Mapping is Critical
3 Data-Defined & Driven Service Insights3

7. Challenging Traditional Methods
Network
Infrastructure Layer
HP NNMi, HP NA, Solar
Winds, CA Spectrum,
Storage
HP Storage Operations,
NetApp, EMC
Server
HP OV / Sitescope,
SCOM, Nagios, Tivoli,
BMC Patrol, CA UIM
74%
-36%
Application Layer
Synthetic APM
AppD, New Relic,
Dynatrace, HP APM, CA,
IBM, Appica
Byte Code Instrumentation
AppD, New Relic,
Dynatrace, HP Diag, CA
Wily
Adaptive Thresholding
HP SHA, BMC Proactive
Net, Netuitive, Preelert
HP Run-Time Service Model
CA Service Operations Insight
IBM NetCool/Omnibus
Service Model definition
& Correlation Engine
Business Layer
Aggregation/Correlation/Visualization
Service Layer
Challenges
• Too many disparate components
• Difficult to define Service Model
• Labor intensive
• Most implementations fail
• Very important source is
missing! (machine data)

8. Data-Defined & Driven Service Insights
Infrastructure LayerApplication Layer
Splunk> is the missing link
• Data Fidelity
• Single Repository for ALL data
• Easier to Manage Services
• Reduced Integrations
• Reduced Point Solutions
• Collaborative Approach
• Quick time to value
Data Fabric Platform
Service Intelligence
Network
Packet, Payload, Traffic,
Utilization, Perf
Synthetic APM
Availability, Capacity,
User Experience
Byte Code Instrumentation
Usage, Experience,
Performance, Quality
Adaptive Thresholding
Apps, Services, Systems74%
-36%
Server
Performance, Usage,
Dependency
Storage
Utilization, Capacity,
Performance
MACHINE DATA

9. Bring Subject
Experts Together
Design Before
Configuring
Best Practices for Service Modeling
Start With a
Problem Worth
Solving

10. Best Practices 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?
Critical Services

11. Best Practices for Service Modeling
Start With a
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?
Issue Frequency

12. Best Practices for Service Modeling
Start With a
Problem Worth
Solving
• What’s the average time
to issue resolution?
• What’s the impact when
customers have a bad
experience with your
services?
Impact

13. Bring Subject
Experts Together
Design Before
Configuring
Best Practices for Service Modeling
Start With a
Problem Worth
Solving

14. Design Before
Configuring
Best Practices for Service Modeling
• Define Your Services – Technical & Business
• Functions and technology that support your business
• Define Your KPI’s (Key Performance Indicators)
• What are the important metrics that indicate good versus bad
• Error rates, response times, transaction rate, cpu load, etc.
• Define Your Entities
• What are the infrastructure resources supporting/delivering
metrics to define your KPI’s

15. Putting It All Together
Service Layer Supply Chain
Infrastructure Layer
Server ©Server
Application Layer
Online Store EDI
Web Tier Middleware Database
Business Layer Order Entry ShippingManufacturing Fulfillment
Service Health
Unit Count
Unit Failures
Service Level Delivery Time
Online Orders
Online Revenue
Service Health
CPU Load
Memory Used
Disk Used
IO Latency
CPU Load
Memory Used
Disk Used
IO Latency
Service Health Service Health
Total Orders
Total Revenue
Service Health

16. 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

17. COLLECT
DATA FROM
ANYWHERE
SEARCH AND
ANALYZE
EVERYTHING
DELIVER REAL-TIME
OPERATIONAL INTELLIGENCE
TO IT AND THE BUSINESS
THE POWER OF

18. What Can You Do Next?

19. 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

20. Sign On Overall Health
Service Health Transaction
s Revenue
ERP
Notification
Utilization
Tracking
Logistics
Receipt
Order Analysis – Core Splunk
Manufacturing History
Logistic Analysis
Robotic State Analysis

21. Call Center Service
Service Health Transactions
ACD Analysis – Core Splunk
Call Wait History
Inbound Analysis
Social Media
Online Msg
Social Media
Mail SupportVOIP Serivce
Inbound Calls

22. 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

23. Q&A

24. SEPT 26-29, 2016
WALT DISNEY WORLD, ORLANDO
SWAN AND DOLPHIN RESORTS
• 5000+ IT & Business Professionals
• 3 days of technical content
• 165+ sessions
• 80+ Customer Speakers
• 35+ Apps in Splunk Apps Showcase
• 75+ Technology Partners
• 1:1 networking: Ask The Experts and Security
Experts, Birds of a Feather and Chalk Talks
• NEW hands-on labs!
• Expanded show floor, Dashboards Control
Room & Clinic, and MORE!
The 7th Annual Splunk Worldwide Users’ Conference
PLUS Splunk University
• Three days: Sept 24-26, 2016
• Get Splunk Certified for FREE!
• Get CPE credits for CISSP, CAP, SSCP
• Save thousands on Splunk education!
#splunkconf2016

25. Thank You