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T-Mobile Customer Presentation
T-Mobile has been using Splunk for operational intelligence over three generations. They initially extended their service assurance tool suite with Splunk, then increased capacity and developed high-profile use cases. They now have Splunk integrated with other tools and provide self-service capabilities to users. T-Mobile provides a Splunk service portal for users to access documentation, training, and forwarder installation instructions. They also have a service catalog for managed and self-serve options. T-Mobile uses Splunk across various ITSM processes like incident management, problem management, and change management. They take a balanced iterative approach to their Splunk program management.
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T-Mobile Customer Presentation
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- 2. 2 About T-Mobile • Founded in 1999 • Headquartered in Bellevue, WA • Fastest growing wireless company in America • 1-2+ million new customers every quarter, 12 consecuNve quarters. • 45,000 employees • Recognized “Best Place to Work” year aUer year
- 3. 3 About Me • Business & op intelligence - 12 years • Splunk customer - 7 years • With T-Mobile - 2 years • Product owner for Splunk
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- 7. 7 Splunk Service Portal (Gen 2) Service Request instrucNons Access Request instrucNons Training links and informaNon Support informaNon Forwarder install instrucNons with pre-configured packages – packages are configured for different networks and deployment servers
- 8. 8 Splunk Service Catalog Items Self-serve search interface Self-serve report, dashboard, app development Self-serve REST API interface Self-serve simple alerNng Self-serve pre-configured forwarder packages Managed data onboarding Managed report/dashboard/apps Managed advanced alerNng Managed system integraNon w/ 3rd party tools Advanced UI component development Complex Event Processing (inbound mediaNon layer)
- 9. 9 Common QuesNons What is Splunk? How is Splunk different than <tool>? Why are we replacing <tool> with Splunk? Why do we need Splunk AND <tool>?
- 10. 10 Key AcNviNes of any Intelligence PracNce T-Mobile Internal Use Only 10 5/4/16 Instrument Collect Process Store Model Publish/ Consume Splunk > Viz Tools TradiNonal ETL SQL-DB Cubes ReporNng
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- 20. 20 - Over-reliance on tribal knowledge - Burned out heroes holding up the world - Different people, same process, same results - Tracking in place to provide numbers - Learning from numbers to understand dynamics - Numbers and process understood - Performance metrics acNonable Maturity model - Tuning - AutomaNon
- 21. 21 - Over-reliance on tribal knowledge - Burned out heroes holding up the world - Different people, same process, same results - Tracking in place to provide numbers - Learning from numbers to understand dynamics - Numbers and process understood - Performance metrics acNonable Maturity model - Tuning - AutomaNon Note: As a process matures, data and tools are needed for different reasons. Explore, learn, educate, convince Simplify steps, verify intended results,… Measure, track, correlate, noOfy,… Analyze, test acOons, predict,… Raise events, track acOons…
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- 24. 24 Service Reviews AGENDA Availability & Performance Review Demand Review Capacity Review Roadmaps – Customer – Infrastructure – Service improvement Q&A
- 25. 25 Program Maturity (sample assessment report) Ad-hoc Repeatable Measured Managed OpOmizing Incident Mgmt Problem Mgmt Change Mgmt Config Mgmt Request Fulfill. Project Mgmt Service Improv. Q2 <- we are here intermediate goal Q1 target goal Q3 Q3 Q3 Q3 Q3 Q3 Q3 Q2 Q2 Q2 Q2 Q2
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Editor's Notes
- #19 The same event data can be used in many different contexts Purpose-built tools often collect just enough event-based info to support it’s use cases but often ignores others A good event management strategy will consolidate event management where possible for cross-functional processes and correlation Splunk can be the de-facto event management, correlation, and dissemination tool though it is wise to compliment it with other tools for specific use cases.