Hitchhikers Guide to Service Intelligence
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This document provides an agenda and overview for a presentation on service intelligence and Splunk IT Service Intelligence (ITSI). The presentation will cover Splundamentals of IT troubleshooting with Splunk, introduce service intelligence and ITSI, demonstrate how to set up and use ITSI, review service intelligence design practices, include hands-on exercises for troubleshooting and advanced features, and discuss next steps. Attendees will learn how to build on existing Splunk usage, understand key concepts of ITSI like services and KPIs, and see the potential of service intelligence for improving IT operations, business processes, and executive leadership.
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Hitchhikers Guide to Service Intelligence
- 1. © 2017 SPLUNK INC.© 2017 SPLUNK INC. The Hitchhiker's Guide to Service Intelligence Leigh Hilt | Splunk ITOA Market Strategist August 16, 2017 | Cincinnati, OH
- 2. © 2017 SPLUNK INC. Setup Before You Can Play 1. Download this presentation slide deck: https://splunk.box.com/v/FixThisUrl 2. If you have not done so already, Sign up for the FREE Splunk ITSI Online Sandbox: • http://splunk.com/itsi • Select "Free Online Sandbox" 3. Please test access to your sandbox; • Chrome, Firefox, Safari are recommended; • IE is NOT recommended 4. After logging in, select "IT Service Intelligence" from the list of apps at the left WiFi Splunk17 "2017SPLUNK"
- 3. © 2017 SPLUNK INC. ▶ Introductions and Set Up ▶ Splundamentals – IT Troubleshooting with Splunk ▶ What is Service Intelligence and ITSI? ▶ Let's Play! (Setting up ITSI) ▶ Service Intelligence Design Practices ▶ Let's Play! (Troubleshooting & Advanced Exercises) ▶ What's Next? ▶ Happy Hour! Agenda
- 4. © 2017 SPLUNK INC. 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 or to include any such feature or functionality in a future release. Splunk, Splunk>, Listen to Your Data, The Engine for Machine Data, Splunk Cloud, Splunk Light and SPL are trademarks and registered trademarks of Splunk Inc. in the United States and other countries. All other brand names, product names, or trademarks belong to their respective owners. © 2017 Splunk Inc. All rights reserved. Forward-Looking Statements
- 5. © 2017 SPLUNK INC. Key Takeaways Build on what you are already doing with Splunk Service Intelligence design and configuration practices What is possible with Splunk IT Service Intelligence 5
- 6. © 2017 SPLUNK INC. Splundamentals – IT Troubleshooting with Splunk 6
- 7. © 2017 SPLUNK INC. Rethinking and Improving How IT Operates Traditional IT Data-Driven IT • Structured data • Brittle tools and integrations • Obsession with “faults” and “traps” • Focus on components parts • Search oriented • Structured and unstructured data • Robust data integrations • Real-time insights from big data • Focus on the whole service • Machine learning-driven analytics 7
- 8. © 2017 SPLUNK INC. What Is 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-driven decision making Solving problems and anticipating pitfalls with sophisticated analytics and powerful insights 8
- 9. © 2017 SPLUNK INC. What Is 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-driven decision making Solving problems and anticipating pitfalls with sophisticated analytics and powerful insights 9
- 10. © 2017 SPLUNK INC. What Is 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-driven decision making Solving problems and anticipating pitfalls with sophisticated analytics and powerful insights 10
- 11. © 2017 SPLUNK INC. Machine learning-powered analytics for real-time service insights, simplified operations and root-cause isolation
- 12. © 2017 SPLUNK INC. The possibilities for Business… Emergency Room Services 12
- 13. © 2017 SPLUNK INC. 13
- 14. © 2017 SPLUNK INC. The possibilities for Operations… 14
- 15. © 2017 SPLUNK INC. The possibilities for Executive Leadership… 15
- 16. © 2017 SPLUNK INC. ITSI Key Concepts 16
- 17. © 2017 SPLUNK INC. What is a Service? 17 Service Requests Responses In ITSI, a Service is a logical group of technology components that a user deems need to be monitored together. It can often be generalized as a “black box” which we send requests, and expect responses 17
- 18. © 2017 SPLUNK INC. What is a Service? 18 Services can be lower level (technical) … DNS Requests Responses Technical Services Auth Requests Responses Web Requests Responses 18
- 19. © 2017 SPLUNK INC. What is a Service? 19 DNS Requests Responses Technical Services Order Entry Volume Revenue Business Services Auth Requests Responses Web Requests Responses Customer Care Requests SLA Compliance Services can also be higher level (business) … 19
- 20. © 2017 SPLUNK INC. What is a Service? 20 Packet Network Hypervisor and Hosts RBMDBs Storage Tier API Services Web Services CustomerTransactions Mobile API/Middleware BusinessFunction DNS Services can encompass multiple tiers of the IT domain. Services may also depend upon other services 20
- 21. © 2017 SPLUNK INC. What is a KPI? 21 DNS KPI: Request volume KPI: Error rate KPI: Average response time KPI: Server CPU load KPI: Configuration changes Customer Transactions KPI: Transaction volume KPI: Error rate KPI: Average response time KPI: Max response time KPI: Count of Change records KPIs and Health scores constitute the means by which Services are monitored. Business Function KPI: Business volume KPI: Error rate KPI: Revenue rate KPI: Conversion rate KPI: Count of Incident tickets 21
- 22. © 2017 SPLUNK INC. Key Performance Indicators (KPIs) A Key Performance Indicator (KPI) is powered by a Splunk search in ITSI that monitors a specific attribute like CPU utilization, Response Time, Number of Errors and so on. KPIs are contained within Services to measure their health. 22
- 23. © 2017 SPLUNK INC. Service Health Scores A Health score is a score form 0-100 (0 being critical and 100 being normal) that measures the health of a Service. It is calculated based on all KPIs importance and its status (e.g. green, orange, red), once every minute. 23
- 24. © 2017 SPLUNK INC. ITSI Demo 24
- 25. © 2017 SPLUNK INC. Let’s Play! Setting up ITSI 25
- 26. © 2017 SPLUNK INC. Service Visibility in ITSI CLICK “Glass Tables” 26
- 27. © 2017 SPLUNK INC. Service Visibility in ITSI CLICK (open in new tab) “Buttercup Games Business Process (IN PROGRESS)” 27
- 28. © 2017 SPLUNK INC. Service Visibility in ITSI CLICK (open in new tab) 4 - Digital Transaction Flow 28
- 29. © 2017 SPLUNK INC. Goal 1: Business Process Visibility 29
- 30. © 2017 SPLUNK INC. Goal 2: Online Store Process Flow 30
- 31. © 2017 SPLUNK INC. New Requirements! ● Create a new KPI for the DB Service: ● Network Utilization ● Modify the Executive Glass Table in order to show off the services you slave over “WE only have about 15min TO DO WHAT ???!!???” Think about how long this would take you today? 31
- 32. © 2017 SPLUNK INC. Configuration of DB Service Click Configure > Click Services 32
- 33. © 2017 SPLUNK INC. Let’s Talk Entities ● Select Database Service ● Entities are the relevant things which support this service (usually hosts) ● Select the right entries with filters, ANDs, ORs ● Original Entity list can come from CMDB, spreadsheet, Splunk search, others 33
- 34. © 2017 SPLUNK INC. A KPI in 5 minutes? Absolutely! Click New – Generic KPI KPI Source: Data Model ● Host Operating System ● Performance - Network ● # bytes ● Next Title it “Network Usage”, then Next 34
- 35. © 2017 SPLUNK INC. KPIs Continued…. Splunk Builds Searches for you – Oh Yeah, that’s happening Select ● Split by Entity: Yes ● Filter to Entities: Yes ● Entity Lookup Field: host ● Entity Alias Filtering: host ● Click Next 35
- 36. © 2017 SPLUNK INC. Almost There… Select ● KPI Search Schedule: Every Minute ● Entity Calculation: Average ● Service/Agg Calculation: Average ● Calculation Window: Last Minute ● Click Next ● Unit: Bps ● Enable backfill: (check) ● Click Next 36
- 37. © 2017 SPLUNK INC. Final Steps … Set your thresholds: ● Aggregate (All) ● Per Entity ● Click “Add Threshold” TWICE ● Make the Neapolitan ice cream colors Yellow, Green, Yellow ● Drag the sliders around in order to get the current data graph entirely inside the Green (normal) band ● Click Finish ● Other options are also available, including adaptive thresholds and anomaly detection 37
- 38. © 2017 SPLUNK INC. Adaptive Thresholds What if your KPI data looks like this? 38
- 39. © 2017 SPLUNK INC. Adaptive Thresholds Static thresholds will not work… 39
- 40. © 2017 SPLUNK INC. Adaptive Thresholds Adaptive Thresholding works beautifully with cyclical (and other dynamic) data 40
- 41. © 2017 SPLUNK INC. Anomaly Detection ● Machine Learning ● “Trending” detects deviations for aggregate KPI based on historical trends ● “Entity Cohesion” detects entities which deviate from “pack” behavior 41
- 42. © 2017 SPLUNK INC. Let’s Fix that Glass Table 42
- 43. © 2017 SPLUNK INC. Clone the Glass Table Return to Saved Glass Tables page (click on Glass Tables in the upper menu bar) CLICK Edit for “Buttercup Games Business Process (IN PROCESS)” • Select Clone • Title: Add your username to the front • Permissions: Shared in App • Click Clone Page • Click on your new Glass Table from the list, to view it (hint: it might be on page 2) 43
- 44. © 2017 SPLUNK INC. Edit & Have Fun! Click on Edit in the upper right corner of your Glass Table Use the “Services” panel on the left to select Individual KPIs, or Aggregate Service Health Scores • Choose 2 KPIs from Buttercup Store that would be useful in the “Order Processing” section • Drag the selected widgets onto the canvas, positioning near the shopping cart • What’s the difference between the and tools at the top left? 44
- 45. © 2017 SPLUNK INC. More Fun with the Glass Table Editor… Use the Configurations panel on the right to edit a selected widget • Can change the visualization type, drilldown behavior, and other settings • You should hit Save frequently • Revert All Changes can be helpful, occasionally 45
- 46. © 2017 SPLUNK INC. Finishing up … • Add a ServiceHealthScore widget for Buttercup Store in the left corner • Choose a Viz Type with a sparkline graph, then resize to make it look pretty • Modify the Custom Drilldown action to go to the saved glass table, 4 – Digital Transaction Flow • Bonus Points: Make the label bigger, more readable • Click Save • View when done 46
- 47. © 2017 SPLUNK INC. Service Intelligence Design Practices 47 47
- 48. © 2017 SPLUNK INC. Bring Subject Experts Together Design Before Configuring Best Practices for Service Intelligence Start With a Problem Worth Solving 48
- 49. © 2017 SPLUNK INC. Best Practices for Service Modeling Start with a problem worth solving 1 Claims Processing Database? Online Store Authentication? DNS? 49
- 50. © 2017 SPLUNK INC. Best Practices for Service Modeling Bring subject experts together 2 Service Owners Architects Ops Dev Admins 50
- 51. © 2017 SPLUNK INC. Best Practices for Service Modeling Design before configuring 3 Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 51
- 52. © 2017 SPLUNK INC. Service Intelligence Design in ITSI 1. Identify a high-value business service (Buttercup Games Online Store) 2. Lay out the supporting services (Web, Middleware, Database) 3. Determine relevant KPIs for each service (Database:, errors, SQL hits, …) 4. Create a Splunk search for each KPI (index=DB (warn* OR error*) | stats count) 52
- 53. © 2017 SPLUNK INC. Here's What the Process Looks Like on a Whiteboard 53
- 54. © 2017 SPLUNK INC. What are some important services? 54
- 55. © 2017 SPLUNK INC. What are some important services? DNS 55
- 56. © 2017 SPLUNK INC. What are some important services? DNS Online Store 56
- 57. © 2017 SPLUNK INC. What are some important services? DNS Online Store ERP 57
- 58. © 2017 SPLUNK INC. Do They Impact Revenue, Customers, etc? DNS Online Store ERP 58
- 59. © 2017 SPLUNK INC. Do They Impact Revenue, Customers, etc? DNS Online Store ERP 59
- 60. © 2017 SPLUNK INC. Do We Have Supporting Data? Online Store ERP 60
- 61. © 2017 SPLUNK INC. Do We Have Supporting Data? Online Store ERP 61
- 62. © 2017 SPLUNK INC. We've Got Our Service! Online Store 62
- 63. © 2017 SPLUNK INC. Any problems or recent outages? Online Store 63
- 64. © 2017 SPLUNK INC. Any problems or recent outages? Online Store - Increase in cust care calls - Failed transactions 64
- 65. © 2017 SPLUNK INC. What is the Impact of These Outages? Online Store - Increase in cust care calls - Failed transactions 65
- 66. © 2017 SPLUNK INC. What is the Impact of These Outages? Online Store - Increase in cust care calls - Failed transactions $46K/week in lost revenue 66
- 67. © 2017 SPLUNK INC. What are the supporting services for the online store? Online Store 67 - Increase in cust care calls - Failed transactions $46K/week in lost revenue
- 68. © 2017 SPLUNK INC. What are the supporting services for the online store? Online Store Web Tier 68 - Increase in cust care calls - Failed transactions $46K/week in lost revenue
- 69. © 2017 SPLUNK INC. What are the supporting services for the online store? Online Store Web Tier Middleware 69 - Increase in cust care calls - Failed transactions $46K/week in lost revenue
- 70. © 2017 SPLUNK INC. What are the supporting services for the online store? Online Store Web Tier Middleware Database 70 - Increase in cust care calls - Failed transactions $46K/week in lost revenue
- 71. © 2017 SPLUNK INC. - Increase in cust care calls - Failed transactions $46K/week in lost revenue What are the supporting services for the online store? Online Store Web Tier Middleware Database Mobile Tier 71
- 72. © 2017 SPLUNK INC. What are the supporting services for the online store? Online Store Web Tier Middleware Database Mobile Tier External Calls 72
- 73. © 2017 SPLUNK INC. What are some business-level KPIs for the online store? Online Store Web Tier Middleware Database Mobile Tier External Calls 73
- 74. © 2017 SPLUNK INC. What are some business-level KPIs for the online store? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment 74
- 75. © 2017 SPLUNK INC. What are some KPIs for the Web Tier? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment 75
- 76. © 2017 SPLUNK INC. What are some KPIs for the Web Tier? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment- HTTP hits - # of errors - Avg response time - CPU % 76
- 77. © 2017 SPLUNK INC. And KPIs for the Others? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment- HTTP hits - # of errors - Avg response time - CPU % 77
- 78. © 2017 SPLUNK INC. And KPIs for the Others? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment- HTTP hits - # of errors - Avg response time - CPU % - # of calls - GC times - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Queue length - Network usage 78
- 79. © 2017 SPLUNK INC. Looking Good! Do we have Splunk data for these KPIs? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment- HTTP hits - # of errors - Avg response time - CPU % - # of calls - GC times - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Queue length - Network usage 79
- 80. © 2017 SPLUNK INC. Looking Good! Do we have Splunk data for these KPIs? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - Cust Sentiment- HTTP hits - # of errors - Avg response time - CPU % - # of calls - GC times - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Queue length - Network usage 80
- 81. © 2017 SPLUNK INC. Got Everything We Need? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 81
- 82. © 2017 SPLUNK INC. 1. Problem Worth Solving? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 82
- 83. © 2017 SPLUNK INC. 1. Problem Worth Solving? CHECK! Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 83
- 84. © 2017 SPLUNK INC. 2. Supporting Services & Dependencies? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 84
- 85. © 2017 SPLUNK INC. 2. Supporting Services & Dependencies? CHECK! Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 85
- 86. © 2017 SPLUNK INC. 3. KPIs? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 86
- 87. © 2017 SPLUNK INC. 3. KPIs? That we can actually build? Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 87
- 88. © 2017 SPLUNK INC. 3. KPIs? That we can actually build? CHECK! Online Store Web Tier Middleware Database Mobile Tier External Calls - Revenue per min - # of checkouts - # of Cust Care Calls - HTTP hits - # of errors - Avg response time - CPU % - # of calls - # of errors - Memory % - # of queries - Avg response time - Disk usage - # of API calls - Heartbeat failures - Network usage 88
- 89. © 2017 SPLUNK INC. Bring Subject Experts Together Design Before Configuring Best Practices for Service Intelligence Start With a Problem Worth Solving 89
- 90. © 2017 SPLUNK INC. Let’s Play! A Troubleshooting Exercise 90
- 91. © 2017 SPLUNK INC. A Troubleshooting Exercise Let’s use ITSI to troubleshoot an outage ● Start at your Glass Table, “<UserName> Buttercup Business Process” ● Customer Care reports that unhappy customers are complaining of failures and long delays when trying to purchase ● The calls began coming in at about 22 minutes past the last hour. ● In the upper right corner of the Glass Table, change the time picker from Now to XX:22:00.0, where XX is the previous hour. For example, if it is currently 14:05, set the time picker to 13:22:00.0, then Apply This is how we can “time travel” back to see conditions at a particular outage– oh yeah! 91
- 92. © 2017 SPLUNK INC. A Troubleshooting Exercise, cont’d The Online Store seems to be degraded, just as Customer Care reported. Click on the widget in the upper left corner to drill down further 92
- 93. © 2017 SPLUNK INC. A Troubleshooting Exercise, cont’d. ● The Online Store Glass Table shows a much more detailed view, including the impacted customer-facing KPIs at the far left (Revenue, etc) ● Based on this view of all the relevant services, where do you think the root cause lies? ● Which service should we troubleshoot first? ● Click on Health widget for that service, to drill down to a Deep Dive 93
- 94. © 2017 SPLUNK INC. Deep Dive ● Deep Dive shows multiple KPIs and Health Scores in parallel “swim lanes”. ● The Health Score for this Service is the top swim lane. Can you see when it begins to degrade from 100%? ● Mousing over this point in time, can you spot the KPI with the leading fault indication, i.e., what failed first? ● To improve readability, make sure the Primary Time Range (upper right corner) is set to Date & Time Range > Between XX:00:00.0 and XX:30:00.0 94
- 95. © 2017 SPLUNK INC. Multi-KPI Alerts and Notable Events ● Click on Notable Events Review ● Multiple KPIs and Healthscores can be combined in sophisticated ways to create Multi-KPI alerts ● When a Multi-KPI alert fires, one of the outcomes is the creation of a Notable Event ● Notable Events allow NOC personnel and others to triage and coordinate event management efforts 95
- 96. © 2017 SPLUNK INC. Service Analyzer ● Click on Service Analyzer > Default Service Analyzer ● Back where we started! ● This view shows a “no-frills” list of services (top) and hottest KPIs (bottom) ● Provides access into Service Details ● It is useful for NOCs and others who need a high-level situational view 96
- 97. © 2017 SPLUNK INC. Let’s Play! Advanced Exercises 97
- 98. © 2017 SPLUNK INC. Summary ● High-value services can be decomposed and modeled in ITSI, using machine data from the relevant systems ● Services and KPIs can be created in minutes, with sophisticated thresholding techniques to distinguish “normal” from “not normal” ● Glass Tables allow service health and KPI metrics to be displayed in a way that makes sense to specific groups, such as Executive Leadership, Business Service Owners, the NOC, DevOps & Others ● Deep Dives allow KPIs to be compared side-by-side across any time range, accelerating root cause analysis and significantly reducing MTTR ● Multi-KPI Alerts and Notable Events reduce alert noise, producing actionable events and a means to manage them ● … and it’s fast & fun to build! 98
- 99. © 2017 SPLUNK INC. What our ITSI Customers are doing 99
- 100. © 2017 SPLUNK INC. Splunk’s Solution: A lens could be multiple processes… All the scores are time based KPI’s or nested sub processes that are searching in real time for some relevant condition of interest. These are Heath Scores – a high level aggregation of the health of the underlying processes. All the scores are color coded to convey if they are “normal” or “abnormal” based on your criteria OR Splunk’s Packaged Machine Learning, enabled with an ON/OFF switch. This shows how ‘Glass Tables’ can visualize key performance indicators and health scores that combine data from diverse sources. This example is an abbreviated ‘Book to Bill’, or sometimes called ‘Order to Cash’ business process. 100
- 101. © 2017 SPLUNK INC. Call Center Service Service Health Transactions ACD Analysis – Core Splunk Call Wait History Inbound Analysis Social Media Online Msg Social Media Mail SupportVOIP Service Inbound Calls 101
- 102. © 2017 SPLUNK INC. Online Transactions Services Internal Transfer Service External Wire Service Money Exchange Service Money Transfer Services Service Health Corporate Reconciliation Service Fed Exchange Service Core Splunk Searches Transaction History System Investigation Heat Map Analysis 102
- 103. © 2017 SPLUNK INC. Sign Up Now – We’re here to help! Harness the creativity and domain knowledge of your organization to unlock the value of data and solve an important Business Service problem through a joint service intelligence workshop 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 Glass Table 103
- 104. © 2017 SPLUNK INC. Our Workshop In Action 104
- 105. © 2017 SPLUNK INC. Bring Subject Experts Together Design Before Configuring Call To Action Start With a Problem Worth Solving 105
- 106. © 2017 SPLUNK INC. ▶ 6000+ IT and Business Professionals ▶ 200+ Sessions ▶ 80+ Customer Speakers PLUS Splunk University ▶ Three days: Sept 23-25, 2017 ▶ Get Splunk Certified for FREE! ▶ Get CPE credits for CISSP, CAP, SSCP SEPT 25-28, 2017 Walter E. Washington Convention Center Washington, D.C. .conf2017 The 8th Annual Splunk Conference conf.splunk.com
- 107. © 2017 SPLUNK INC. Reference Stuff ● ITSI Sandbox Guide: (An app on your ITSI instance) ● ITSI Documentation: http://docs.splunk.com/Documentation/ITSI 107
- 108. © 2017 SPLUNK INC.© 2017 SPLUNK INC. Thank You