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Getting Started with IT Service Intelligence

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This document discusses IT service intelligence (ITSI) concepts including defining services, key performance indicators (KPIs), service health scores, and service decomposition. A service can include multiple technology components and tiers that need to be monitored together from a user's perspective. KPIs are Splunk searches that monitor specific metrics like CPU or errors. Health scores from 0-100 indicate a service's status based on KPI status and importance. Entities that support services can come from CMDBs or searches. Services can be decomposed into sub-services and underlying processes to define relevant KPIs for monitoring. Adaptive thresholding and anomaly detection help determine normal vs abnormal behavior in dynamic or patterned data. ITSI allows

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1 Getting Started with IT Service Intelligence Jon Nussbaum Sr Sales Engineer jnussbaum@splunk.com
Agenda 2
ITSI Core Concepts 3
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 often be generalized as a “black box” which we send requests, and expect responses 4
What is a Service? DNS Requests Responses Technical Services Auth Requests Responses Web Requests Responses Services can be lower level (technical) 
 5
What is a Service? DNS Requests Responses Technical Services Customer Transactions Requests Responses Business Services Auth Requests Responses Web Requests Responses Support Desk Requests Responses Services can also be higher level (business) 
 6
What is a Service? Packet Network Hypervisor and Hosts RBMDBs Storage Tier API Services Web Services Customer Transactions Mobile API/Middleware Partner Portal DNS Services can encompass multiple tiers of the IT domain. Services may also depend upon other services 7
What is a KPI? DNS Requests Responses KPI: Number of requests KPI: Error rate KPI: Average response time KPI: Server CPU load KPI: Server network I/F errors Customer Transactions Requests Responses KPI: Number of transactions KPI: Error rate KPI: Average response time KPI: Count of Incident Tickets KPI: Synthetic Transx Health KPIs and Health scores constitute the means by which Services are monitored. 8
Key Performance Indicators (KPIs) 9 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 10 A Health score is a score form 0-100 (0 being critical 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.
Let’s Talk Entities 11 ● Entities are the relevant components that support a service (often but not always hosts) ● Select the correct entities with filters, ANDs, ORs ● Entity list can come from a CMDB, a spreadsheet, a Splunk search

Service Decomposition 12
Service Decomposition in ITSI 13 Identify a high-value business service
Service Decomposition in ITSI 14 Identify the process flow and underlying sub-services (Web -> Middleware -> DB -> Middleware -> Web)
Service Decomposition in ITSI 15 For each sub-service, identify KPIs that will show health and status (Requests, response time, errors, OS health
)
Service Decomposition in ITSI 16 For each KPI, define a Splunk search
Service Decomposition in ITSI 17
ITSI Demo 18
Adaptive Thresholds 19 What if your KPI data looks like this?
20 Adaptive Thresholds Static thresholds will not work

21 Adaptive Thresholds Adaptive Thresholding works beautifully with cyclical (and other dynamic) data
Anomaly Detection 22 ● Machine Learning ● Works well for data with patterns ● Requires some “training” ● Can detect entities that aren’t behaving the same as the others, not just a single KPI having issues
ITSI Demo – Troubleshooting 23
Wrap Up - Review 24 ● 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 sophisticated thresholding techniques to distinguish “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 Executive Leadership, Business Service Owners, the NOC, DevOps & Others ● Deep Dives allow KPIs to be compared side-by-side across any time range, accelerating root cause analysis and significantly reducing MTTR ● Multi-KPI Alerts and Notable Events reduce alert noise, producing actionable events and a means to manage them ● 
 and it’s fun to build!
Want to explore on your own? 25 Sign up for your very own seven-day free sandbox! http://splunk.com/ITSI Then click: You’ll find a Sandbox Guide in the Dashboards! In the ITSI app of your sandbox, go to Search -> Dashboards -> Splunk ITSI Sandbox Guide
Copyright © 2015 Splunk Inc. ‱ 5,000+ IT and Business Professionals ‱ 175+ Sessions ‱ 80+ Customer Speakers PLUS Splunk University ‱ Three days: Sept 23-25, 2017 ‱ Get Splunk Certified for FREE! ‱ Get CPE credits for CISSP, CAP, SSCP SEPT 25-28, 2017 Walter E. Washington Convention Center Washington, D.C. CONF.SPLUNK.COM The 8th Annual Splunk Worldwide Users’ Conference
27 Thank You

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