Splunk: How to Design, Build and Map IT Services
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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
- 4. Uncovering The Problem 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
- 5. Uncovering The Problem 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?
- 6. Why Old Ways Disappoint Infrastructure Layer Power/Cooling/Facilities Server–Networking–Storage Service Layer BusinessService Application Layer Middleware–ApplicationServer-Database CustomApps Business Layer MailTransport-OrderProcessing E-Commerce-Financials Disparatetools,dataandsilos failtodeliverserviceinsights
- 7. Bring Subject Experts Together Design Before Configuring Design And Modeling AService Top Down Start with a Problem worth solving
- 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
- 13. Deconstructing AService ?? ? Supply Chain Online Store ERP Systems $48,000/wk in revenue loss Failed Interactions Customer satisfaction Streamline operations Measure efficiency Business Impact War rooms 32 hrs/wk
- 14. Developing AService Map Service Layer SupplyChain Infrastructure Layer Server©Server Application Layer OnlineStore EDI WebTier Middleware Database Business Layer OrderEntry ShippingManufacturing Fulfillment ServiceHealth 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
- 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?
- 18. Data-driven service insights for root cause isolation and improved service operations INTRODUCING
- 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
- 21. Demo
- 22. Splunk IT Service Intelligence 23
- 23. What Can You Do Next?
- 24. Get Your Hands Dirty
- 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 • 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!
Editor's Notes
- 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.
- 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!