How to Design, Build and Map IT and Biz Services Breakout Session

Editor's Notes

• #6: 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. The 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.
• #7: Bring up live system
• #9: So how do you drive Service Intelligence in your own organization? Providing service-level intelligence requires overcoming the difficulties that legacy methods have imposed upon the industry for years including: handling data sources of variable formats, working with poorly integrated controllers, scalability, bottom up discovery and alignment and lengthy complex deployments . Customers have told us we need a new approach. One that provides out-of-the-box visibility into operational health, scalability and management ease, top/down and in depth real-time visibility; correlation and anomaly detection, adaptive thresholding and new visualizations with quick time-to-deploy and additive value. ITSI reinvents traditional monitoring and analytics with a data-driven approach to provide service-level intelligence to your services. The solution gives you a centralized, connected view of dynamic IT services. What are Services? A service is a way of providing value to customers, both internal and external. This can span a broad range of definitions, including: • An application or group of applications • An infrastructure tier • A business service, such as an online marketplace, that could include multiple infrastructure components or entities (such as web servers, databases and load balancers) What are Entities? Entities are the components that make up your services. An entity could be a server, a switch port, a user or anything else that meets your needs. Services can be bound to specific entities, and will have metrics defined to help people across your organization easily understand the status of key business services. What are KPIs? Key performance indicators (KPIs) are metrics that are used to evaluate the overall status of a service. KPIs are configured using Splunk searches, so you have the ability to define any KPI that best meets your needs.
• #11: What service in the organization is impactful and requires oversight. Think about a service in your organization that supports the business, it may maintain any number of SLA’s and can be measured to understand how a service has been performing, how it is performing currently, and how it is projected to perform in the future
• #12: Who owns and supports the the service; think about the domain experts, the server, network and database admins, the enterprise architects, the business process owners, the manager and executives. Leveraging the institutional knowledge within the organization and bake that experience into monitoring the service so that the next person that you onboard or assign the monitoring task to doesn’t have to wake you in the middle of the night to determine what is going on.
• #13: Think about the metrics that are important in calculating overall health of a service and their supporting entities. What components do we need to include in the service; db, middleware What data is needed to drive the metrics; response time, CPU load, revenue generated, social media posts? Now, in core Splunk we have the ability to alert you when you go from green to yellow, or yellow to red; But if there is a transitory issue where something occurs once and then goes back to normal you don’t want to be alerted necessarily, so in ITSI we have net-new functionality focused on time-based approaches to alerting. So when the database has been in the critical state for more than 20 percent of the last 15 minutes send me an alert or if the database has been in a critical state for more than 80 percent for the last 5 minutes send me an alert.
• #14: What are the top business services in your enterprise? How do you measure the customer experience with these services? Are customers happy with their experience?
• #15: Many of you have probably experienced a critical service or application outage. This about how often it occurs and the process required to resolve and solve these issues; do they happen often, on a regular basis, all the time, or sporadically. Does it take a significant number of people from different disciplines to come together in an ops-bridge environment, a war room, or conference call. Do you have to notify on-call personnel; sometimes in the middle of the night only to dismiss them later when it’s determined they’re domain is not the root cause of the problem. 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?
• #16: How long is the customer experience affected each time there is an issue? What are the financial impacts when customers have a bad experience with your services? What’s the effort required to fully eliminate issues?
• #21: Service decomposition is an industry best practice designed to increase the granularity of a service subsequent to it implementation. By separating a solution environment we are able to gain increasing visibility into the constituent parts associated with a service without loosing focus on the composite importance of it’s constituent parts.
• #22: Traditionally, starting from a bottoms up approach organizations would assess an environment by deploying discovery methodologies, federating the information into a repository such as Asset Management or CMDB and then attempting to develop a service model the reconciles the environment, dynamically correlates the up and down stream relationships all in real time. The theory has always sounded reasonable but practically maintaining all the components to support a model is extremely complex and difficult at best to maintain because of the variability in our environments. Most implementations after significant effort can reach the application layer but rarely do we see a simple path to full end-to-end visibility up into the business and services layer.
• #30: Adaptive thresholds and anomaly detection so you don’t have to know what normal is you can have the system intelligently determine that for you.
• #31: Bring up live system. Discuss how different objects in our design translate to ITSI.
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