T-Mobile Customer Presentation

1. Copyright © 2016 Splunk Inc.
T-Mobile
Nathan Haynie
Principal Engineer,
Operational Intelligence

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

4. 4
EvoluNon of Splunk @ T-Mobile
Gen 1
Gen 2
Gen 3
+ extend service assurance tool suite
+ increased capacity
+ high-profile use cases
+ increased capacity
+ Nered service
+ geo capabiliNes
+ mission-criNcal posture
+ widely diverse use cases
+ systemaNc integraNon
with other tools
+ development to expand
self-serve capabiliNes

5. 5

6. Splunk as a Service

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

11. 11
Reference framework for deeper conversaNons

12. Splunk and ITSM

13. 13
Service Providers > Services

14. 14
AcNviNes > Processes > Service Deliberables

15. 15
Example Service Provider: IT

16. 16
Example: Incident Management AcNviNes
NoNce
• Certain acNviNes are more data-centric than others
• Data-centric acNviNes are where Splunk makes biggest impact

17. 17
Strategy Maps to show Value Streams

18. 18
How event data flows (representaNve sample)
Event
Mgmt
Fault
Mgmt
Incident
Mgmt
Problem
Mgmt
Change
Mgmt
Performance
Mgmt
Capacity
Mgmt
Service Level
Mgmt
Logs Polling Receiver
Event
Mgmt
Cost
Mgmt
Demand
Mgmt
Security
PCI

19. 19
SERVICE DESIGN
Service Catalog Mgmt
Service Level Mgmt
Availability Mgmt
Capacity Mgmt
SERVICE TRANSITION
Change Mgmt
Release & Deployment
Service TesNng & ValidaNon
ConfiguraNon Mgmt
SERVICE OPERATIONS
Incident Mgmt
Problem Mgmt
Event/Fault Mgmt
SERVICE STRATEGY
Demand Mgmt
Financial & Cost Mgmt
CONTINUAL SERVICE IMPROVEMENT
Service Measurement & ReporNng
Service Improvement

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…

22. 22
Maturity model
Tip: PosiNon Splunk as a
significant accelerator
for your key processes

23. Splunk Program Management

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

26. 26
Sophisticated
capabilities
Enterprise
driven
Silo driven
Basic
capabilities
Bottom up
approach
A
B
Top down
approach
A. Top down approach
- More collaborative & correlation, wider audience
- Can tend to suffer from paralysis by analysis
B. Bottom up approach
- Relative quick time to value
- Right hand vs. left hand building train wrecks
may never overcome or expensive to rework
Balanced iteraNve approach

27. 27
Sophisticated
capabilities
Enterprise
driven
Silo driven
Basic
capabilities
Bottom up
approach
A
B
C
Top down
approach
A. Top down approach
- More collaborative & correlation, wider audience
- Can tend to suffer from paralysis by analysis
B. Bottom up approach
- Relative quick time to value
- Right hand vs. left hand building train wrecks
may never overcome or expensive to rework
C. Balanced iterative approach
- Best of both approaches
- Establish top-down framework
- Work on highly targeted needs of silos to
provide immediate value in each iteration
working within framework
- Extend framework incrementally as required
- Requires strong vision and technical voice to
maintain reasonable balance throughout.
Balanced iteraNve approach

28. Next Local Searle Splunk Users Group
hrp://www.meetup.com/Splunk-Searle/
Date: June 2nd
Time: 5:30
ITSI in AcOon, Andy Koo, T-Mobile
The Purple Cafe
430 106th Avenue NE
Bellevue, WA 98004

29. Thank You