John Lewis at Gartner IOM 2017
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A view of how data-driven service intelligence provided by Splunk, underpins John Lewis' excellent online customer experience.
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John Lewis at Gartner IOM 2017
- 1. © 2017 SPLUNK INC.© 2017 SPLUNK INC. How Data-Driven Service Intelligence Underpins Excellent Customer Experience at johnlewis.com Guillaume Aymé, ITOPS Product Marketing (@lemastergui) Paul Adams - Splunk Data Science Lead at John Lewis
- 2. © 2017 SPLUNK INC. Splunk Company Overview ▶ Global HQs: • San Francisco • London • Hong Kong ▶ 2,700+ employees globally ▶ Annual Revenue: $950M (YoY +42%) ▶ NASDAQ: SPLK Company ▶ Free trial to massive scale ▶ Splunk Products • Splunk Enterprise • Splunk Cloud • Splunk Light • Premium Solutions Products ▶ 13,000+ customers ▶ Across 110+ countries ▶ Small to large organizations ▶ More than 85 of the Fortune 100 ▶ Largest license: • 1+ Petabytes/day Customers
- 3. © 2017 SPLUNK INC. Big Data Comes from Machines Volume | Velocity | Variety | Variability GPS, RFID, Hypervisor, Web Servers, Email, Messaging, Clickstreams, Mobile, Telephony, IVR, Databases, Sensors, Telematics, Storage, Servers, Security Devices, Desktops © 2017 SPLUNK INC.
- 4. © 2017 SPLUNK INC. Auto Banking Healthcare Government Web Music Retail Hotel Telecom Travel A lot of companies are using their machine data…
- 5. © 2017 SPLUNK INC. Avoiding outages is the number one priority for your business
- 6. © 2017 SPLUNK INC. Gatwick Has Created the Airport of the Future With Machine Data Flight schedules Road, rail and bus services X-ray throughput Weather data Queue measurement Automated bag drops
- 7. © 2017 SPLUNK INC. Fix problems faster and reduce MTTR Reduce IT outage costs Identify issues before they happen Splunk has been helping customers for years
- 8. © 2017 SPLUNK INC. Prioritize incidents with context Deliver business & service context to prioritize incident investigation & action Redefine the role of IT Support decisions & communicate results with powerful service-level insights Simplify service operations Leverage machine learning to detect anomalies & highlight events that matter Unify siloed monitoring Combine events & metrics across silos with ease, flexibility & scale in days Real-time ITOA with Machine Learning
- 9. © 2017 SPLUNK INC. Increased revenues from higher uptime Savings from fraud prevention Revenues from faster product launch Optimizing fuel use with sensor data Reduction in SLA payouts Value from preventing APTs $11.0 M $25.0 M $10.0 M $200+ M $1.8 M $1.0 + B $11M $25M $10M $200+ M $2M $1B+ Oil & Gas Services Telecom Provider Transportation & Logistics Financial Services High Tech Manufacturing Online Services Business Value From Machine Data Over 1000 Global Business Value Consulting Engagements 9
- 10. © 2017 SPLUNK INC. D I F F E R E N T People A S K I N G D I F F E R E N T Questions O F T H E Same Data Business Analytics IT Operations Security Operations Application Development & Delivery Enterprise Machine Data Fabric Internet of Things
- 11. © 2017 SPLUNK INC. Paul Adams - Splunk Data Science Lead
- 12. © 2017 SPLUNK INC. ▶ UK department store retailer ▶ 38 thousand employees ▶ 46 retail outlets ▶ £4 billion yearly revenue ▶ 150 year heritage John Lewis
- 13. © 2017 SPLUNK INC. It is a Partnership Owned By Employees Making them Happy and Driven To Give Great Customer Service John Lewis Really Is Different!
- 14. © 2017 SPLUNK INC. Great Staff … "Now Where Are They On This Website?"
- 15. © 2017 SPLUNK INC. Systems Were Monolithic Upside was Low Downside was Low Change Happened Slowly About Humans … By Humans Not Many Channels / Devices Feedback was Machine Data was at Human Scale If All Else Failed … 2004
- 16. © 2017 SPLUNK INC. 2012
- 17. © 2017 SPLUNK INC. • Application has been fragmented into pieces running in all corners of the earth by people I’ve never met • I’m still there, in my hardhat. But I only have limited visibility now • Users have become more sophisticated • Multiple types of devices to support • Restarting the box no longer possible • Business upsides and downsides are significant • Developers have gone from tortoise speed to hare speed 2012
- 18. © 2017 SPLUNK INC.
- 19. © 2017 SPLUNK INC. So Things Are Getting Tough Now … 2004 2012 2017 Revenue Risk Fragmentation £££: It Matters More! Business Complexity IT Complexity & Scale
- 20. © 2017 SPLUNK INC.
- 21. © 2017 SPLUNK INC. It Breaks Down Just When You Need It The Most
- 22. © 2017 SPLUNK INC. Let’s Turn That Noise Into a Valuable Signal
- 23. © 2017 SPLUNK INC.
- 24. © 2017 SPLUNK INC. The Checkout Flow Analytics
- 25. © 2017 SPLUNK INC. It’s Big. It’s Complex. It’s Important! 2004 2012 2017 £££: Now it’s really Serious! Business Super Complex! IT Scale & Complexity Through the Roof!
- 26. © 2017 SPLUNK INC. Beyond IT Ops at John Lewis
- 27. © 2017 SPLUNK INC.
- 28. © 2017 SPLUNK INC. Q&A
Editor's Notes
- Good morning everyone. Who knows Splunk here? For those that don’t know Splunk, we’re a machine-data analytics organisation. We are headquartered in San Francisco and now have over 13k customers across 110 countries. We have been around for over 10 years but we are still experiencing hyper growth, over 40% year on year. Our solutions run both in the cloud as a service or on premise. Or hybrid.
- Whatever industry you come from, the machine-data generated by the applications, systems, mobile devices that underpin your business is the fastest growing segment of big data. This new generation of connected devices, cloud services, containerised and microserviced based architectures is only increasing the volocity at which this data is generated. So not only is it your biggest data, but it’s the data that is the most value to your organization.
- It’s value that touches all industries. For example, Shazam analyse the behaviour of their users using their mobile application to draw business insights to better adapt their products and services. In finance, Unicredit monitor the health and performance of their critical applications and drastically reduce their MTTR In healthcare, the NHS in the UK use machine data to improve the user experience of their digital services including the central patient records system
- And that’s why IT outages are the highest priority for your business.
- And Gatwick are building the airport of the future with machine-data at the centre of how they improve the experience of their customers as they go through their terminals. For example by analysing data generated by the thousands of sensors and applications that support their terminal operations and by taking data from external data feeds such as the rail systems and the road network, they are able to better mobilise their staff based on forecasted increase in passangers within certain parts of the terminal to ensure to ensure over 98% of all their passangers get through security in less than 5 minutes.
- Splunk customers are realizing tremendous value across multiple industries and use cases. From Fortune 100 to small shops, enterprises, service providers and government agencies are improving service levels, reduce IT operations costs, mitigate security risks and drive new levels of operational visibility. As they gain new visibility into their real-time and historical machine data, Splunk’s customers are finding answers and solving the most challenging issues facing IT and the business.