Build and Map IT Services in Splunk
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This document provides an agenda for a webinar on designing, building, and mapping IT and business services in Splunk. The webinar will discuss the methodology and value of service design and mapping, how to derive "service intelligence", an introduction to Splunk IT Service Intelligence, and a demo of Splunk ITSI Glass Tables. It includes speakers, a safe harbor statement, and information on a next webinar in the series on accelerating troubleshooting with interactive visualizations.
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Build and Map IT Services in Splunk
- 1. Copyright © 2016 Splunk Inc. How to Design, Build and Map IT and Business Services in Splunk
- 2. 2 Speakers Juergen Magiera - ITSI Senior Architect, Splunk - jmagiera@splunk.com Graham Parsons - IT Operations Specialist, Splunk - gparsons@splunk.com
- 3. 3 Agenda • Methodology and Value of Service Design and Mapping • How to Derive “Service Intelligence” • Intro to Splunk IT Service Intelligence • Demo: Deep Dive into Splunk ITSI Glass Tables • Q&A
- 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 orto includeany suchfeatureor functionalityina futurerelease. 4
- 5. Methodology and Value of Service Design and Mapping
- 6. The Problem Scenario Manufacturer of 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 ButtercupGames
- 7. 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
- 8. 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?
- 9. Why Traditional Ways Disappoint InfrastructureLayer Power/Cooling/Facilities Server–Networking–Storage
- 10. Why Traditional Ways Disappoint InfrastructureLayer Power/Cooling/Facilities Server–Networking–Storage ApplicationLayer Middleware–ApplicationServer–Database CustomApps
- 11. Why Traditional Ways Disappoint InfrastructureLayer Power/Cooling/Facilities Server–Networking–Storage ApplicationLayer Middleware–ApplicationServer–Database CustomApps BusinessLayer MailTransport–OrderProcessing E-Commerce–Financials
- 12. Why Traditional Ways Disappoint InfrastructureLayer Power/Cooling/Facilities Server–Networking–Storage ServiceLayer BusinessService ApplicationLayer Middleware–ApplicationServer–Database CustomApps BusinessLayer MailTransport–OrderProcessing E-Commerce–Financials
- 13. Why Traditional Ways Disappoint InfrastructureLayer Power/Cooling/Facilities Server–Networking–Storage ServiceLayer BusinessService ApplicationLayer Middleware–ApplicationServer–Database CustomApps BusinessLayer MailTransport–OrderProcessing E-Commerce–Financials Disparatetools,dataandsilosfail todeliverserviceinsights
- 14. Bring Subject Experts Together Design Before Configuring Best Practices for Service Modeling Start With a Problem Worth Solving
- 15. Uncovering the 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? • 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? • What’s the average time to issue resolution? • What’s the impact when customers have a bad experience with your services? Critical Services Issue Frequency Impact
- 16. 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 Component required to deliver a service • Hosts • Users • OS Processes EXAMPLES ENTITIES Metrics used to evaluate success • Service health • Order revenue • Latency EXAMPLES KEY PERFORMANCE INDICATORS
- 17. Deconstructing A Service ?? ? Supply Chain Online StoreERP Systems Failed Interactions Streamline operations Measure efficiency Business Impact War rooms 32 hrs/wk $48,000/wk in revenue loss Customer satisfaction
- 18. Putting It All Together ServiceLayer SupplyChain InfrastructureLayer Server©Server ApplicationLayer OnlineStore EDI WebTier Middleware Database BusinessLayer OrderEntry ShippingManufacturing Fulfillment
- 19. Putting It All Together ServiceLayer SupplyChain InfrastructureLayer Server©Server ApplicationLayer OnlineStore EDI WebTier Middleware Database BusinessLayer OrderEntry 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
- 20. 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
- 21. COLLECT DATA FROM ANYWHERE SEARCH AND ANALYZE EVERYTHING DELIVER REAL-TIME OPERATIONAL INTELLIGENCE TO IT AND THE BUSINESS THE POWER OF
- 22. What We Heard From Our Customers “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!”
- 23. Data-driven service insights for root-cause isolation and improved service operations INTRODUCING
- 24. 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 Simplified Incident Workflows
- 25. Demo
- 26. Splunk IT Service Intelligence
- 27. What Can You Do Next?
- 28. Sign Up Here—We’re Here To Help! Unlock the value of data and solve an important service problem through a 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 on-site workshop • Tightly linked with value • Collaborative approach • Build your own Splunk ITSI Glass Table…
- 29. Get Started ONLINE SANDBOX TRIAL Get 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 https://splunk.box.com/ITSI-Sandbox-Guidebook Contact your Splunk representative
- 30. Next in the Webinar Series Aug 11th 10:30am BST / 11:30am CEST, 60 min Sept 1st 10:30am BST / 11:30am CEST, 60 min Accelerate Troubleshooting and Reinvent Monitoring with Interactive Visualizations Adaptive Thresholds and Anomaly Detection: Unleash the Power of Machine Learning for Improved Operations Register now: explore.splunk.com/itsi-emea
- 31. Q&A
- 32. Thank You
Editor's Notes
- Welcome
- Today from Splunk we have myself – IT operations specialist and Juergen – Senior Architect
- I will cover the value of service design … derive intelligence .... Introduce ITSI Juergen will provide a short demonstration of the power of Splunk ITSI Questions – any time type into the box in WebEx and please adress to ‘all panelists’
- At the request of our legal team, can I ask that you please take a few seconds to read this statement about any comments we may make about roadmaps of any Splunk product.
- Let’s get going I’m excited to talk to you today about the power and value of service design and mapping but also why today this is often very hard to achieve without the correct tools, processes and people and hence remains a bit of a Holy Grail for most organisations. Service Design and Mapping is important as when achieved, it allows all to understand how the business is performing, allows IT Operations to support services from a business perspective and those organizations to achieve the highest level of customer satisfaction. The massive challenge for IT today is that business services are becoming more complex, hybrid and Cloud hosting is common and yet the business is demanding more, at increased velocity, from IT. This complexity creates an overwhelming amount of data and proliferation of siloed support tools which in turn often create a ‘fog’ over IT operations in that when problems occur, the business impact and the root cause are often not obvious.
- To continue today’s discussion let’s use an example - everyone at Splunk loves Buttercup our mascot. Buttercup Games manufactures stuffed toys and games and is branching out to new markets whilst attempting to increase revenues. Let’s do a role play that uncovers the services important to the company and where there are problems worth solving.
- With the recent launch of Buttercup games, we want to ensure the overall business service (supply chain, ordering, delivery, etc.) is working so that we can maximise user experience and in turn business success. However, with their recent success, Buttergames found they had multiple problems: outages on a weekly basis with the resulting escalations meaning that SMEs ended up in war rooms, sometimes for many hours. The impact was that revenue loss each week was approaching up to about $50K each week. Obviously the business does not think this is acceptable but of course it is the business that has requested this complexity and also driven demand to Buttercup Games’ web site and signed up resellers.
- So, is this a problem ‘really’ worth solving? Absolutely! With regular outages impacting revenue, deflecting resources from proactive to problem-solving tasks and customer experience being regularly impacted, the problem is obviously important. If it continues, history has shown that customers will leave, brand will be affected and the business could be mortally wounded and not deliver on its business plan. So Buttercup Games thought they had a good grasp on monitoring their systems with traditional tools and methods but, sadly, traditional approaches are letting Buttercup Games down.
- So, let’s look at this in a little more detail about why the traditional models are failing to deliver. Traditionally most organisations start looking at monitoring from a ‘bottoms up’ or infrastructure approach. This is also how most organisations start mapping services – by the hardware and networks the applications use. Often these details are held within an CMDB.
- However, that is not enough as IT systems have become more and more complex. Most implementations of monitoring tools rarely reach the application layer.
- Even those that do – such as APM tools, (click) rarely allow full end-to-end visibiity up into the business service layer.
- Pause and (click)
- As a result, what we are find with these disperate methods is the different tools, the different data (click), and the silos of data these create rarely deliver the insight into business services that we require to be successful in managing these services.
- So, how do we go about solving that? Luckily there are best practises for this and, by starting at the business service layer – the top layer – it allows us to surgically focus on the data that matters to maintain the business service. The benefits are immediate when we take this approach: we focus on the metrics that are important to the business and support maintaining those as opposed to tin and network. If you think about a key business service in your organisation, there will be key metrics that the business would like you to focus on. We bring together the subject matter experts for the service; to obtain all the tribal knowledge and well-known information to ensure this is baked into the service modelling. This ensures that when new people become responsible for the management of the service, they do not have to wake ‘experts’ up in the middle of the night – everything they need will be in the service model. We design the service with the business requirements in mind. We only focus on the metrics that are important to maintaining the service. For example in a database layer, we focus on those metrics important to the business service and remove the extraneous noise from traditional approaches.
- So again, as a best practice it is important to align service modelling to items of value or processes that are critical to your organisation. For Buttercup Games it is the supply chain and online store with meaningful and relevant measures to ensure the business health and allow those services to be supported. Lastly, how long does it take to uncover problems, to triage and resolve them? What's the impact; is it financial, market share, time, recognition or even someone’s job!? These are the questions we must ask, and understand the answers, if we are able to model the business services correctly and provide value to the business.
- At this point, its important to stress that terminology matters. As we’re thinking about the business services for Buttercup Games, we’re thinking about the logical grouping of operations. So, for Buttercup Games, we would probably define services for the supply chain and the online store. Those services then fulfill or provide the business processes that align with the specific business goals, for example selling the actual stuffed animals, or processing the payroll so employees can get paid. All of these are supported by the entities required to support these business processes and the services – the hosts, network, users, operating systems, storage, etc. And then most importantly – allowing alignment between IT and the business – what are the key performance indicators? The metrics that allow us to determine if a service is healthy, is having problems that are not severe or that we need to dive into the service to understand the root cause of the problem that is occurring? So, my recommendation is that as you go through the methodology it is important to remember that the terminology matters and ensure all involved understand the different terms so you can successfully discuss, discover and model all key elements of your business services.
- So how do we actually deconstruct a service? As we discussed earlier, we start from the top. We identify the different services (groupings of business processes) that support Buttercup Games – the Supply Chain, ERP System and Online Store. (click) we look at what are the problems – potential or real - for Buttercup it was …... Whcih in turn were causing significant impact for the business, its revenues and its brand (i.e. Future revenues). (click) the business impact of these problems was operational efficiency and the amount of time it took SMEs to come in and investigate these problems were all important aspects for the service and assisted us when understanding what was required to fully model it. 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
- So, how do we put it all together. Well, using our example of Buttercup Games, we start at the top identifying the business service – the supply chain – and then define a logical decomposition of that into the business processes the service supports, the applications that support those services and then the software and hardware infrastructure.
- Then for each of these components, we define the key performance indicators that will allow us to understand the health of the component and roll those up to understand the health of the overall service. These KPIs could be business important such as order count, revenue, delivery time and maybe even failed customer transactions – whatever elements indicate that the service is healthy is what you use to model the service and therefore understand whether it is healthy or not from a business perspective. Then as we go through the technical layers, the KPIs will naturally become more technical. The result is true service intelligence – from a business and operations perspective.
- So, what is service intelligence? This is a key concept. Even though you may have the service modelled, it is important that your model has intelligence – so understand what is impacting the business or not, to understand whether this is normal for this hour of the day, day of the week or not, to spot and highlight anomalies to allow proactive support – solving problems before they impact the business. The result is IT becomes more aligned with the business goals and drivers as well as becoming more efficient. Lastly, service intelligence is continually using data-based facts to make rapid business decisions. By taking this approach, you will be able to really align yourself to the business, be ahead of problems and solve many before they impact the business and therefore, really have an impact to the bottom line.
- So, as many of you know, Splunk already allows you to do a lot of this. 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. So, the core product already allows you to provide a lot of value, reduce MTTR when problems occur, provide operational and business intelligence and adds real value to the day-to-day operations of the business.
- 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.
- That brings us to Splunk IT Service Intelligence – this is a game-changer for us, and I believe IT Operations. ITSI is 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 real-time service visibility, reduced resolution times, and a transformative approach to monitoring and analytics driven by machine-data.
- 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. We’re simplifying and speeding-up the trouble shooting and collecting and correlating intelligence across the service stack. So now you 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. So ITSI consolidates the data across these diverse technologies allowing you to monitor the services and the business outcomes in a business context.
- But enough talking about it, let me hand off to Juergen, our EMEA ITSI Architect and he can show you how easy it is to visualize services and understand their health, from a business perspective, using ITSI.
- 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.