Getting Started with IT Service Intelligence
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This document provides an overview of IT Service Intelligence (ITSI) concepts including what a service is, key performance indicators (KPIs), service health scores, and how to set up and use ITSI to monitor IT services. It discusses how to identify and model high-value business services in ITSI by decomposing them into underlying technical services and defining KPIs to monitor each service's health. It also covers features like adaptive thresholding, anomaly detection, multi-KPI alerts, and using notable events to manage incidents. The document concludes with instructions for exploring an ITSI sandbox to build a sample glass table dashboard.
Getting Started with IT Service Intelligence
- 2. Agenda 2
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- 12. Let’s Talk Entities 12 ● Entities are the relevant components that support a service (often but not always hosts) ● Select the correct entities with filters, ANDs, ORs ● Entity list can come from a CMDB, a spreadsheet, a Splunk search…
- 20. Typical ITSI configuration ● Create Services & entities – Import via CSV or Splunk Search or Clone – Manual ● Define KPIs – Select from available template, Data Model based KPIs, or Splunk Search ● Populate Glass Tables ● Extra capabilities – Adaptive Thresholding – Anomaly Detection – Multi KPI Alerting – Custom Correlation Searches – Notable Events 20
- 24. Anomaly Detection 24 ● Machine Learning ● Works well for data with patterns ● Requires some “training” ● Can detect entities that aren’t behaving the same as the others, not just a single KPI having issues
- 26. Wrap Up - Review 26 ● 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 fun to build!
- 28. Sign Up for a Glass Table Exercise Harness the creativity and domain knowledge of your organization to unlock the value of data and solve an important 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 Splunk ITSI Glass Table……
- 29. Copyright © 2015 Splunk Inc. • 5,000+ IT and Business Professionals • 175+ 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. CONF.SPLUNK.COM The 8th Annual Splunk Worldwide Users’ Conference
- 30. 30 Thank You
- 37. New Requirements! 37 ● 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?
- 39. A KPI in 5 minutes? Absolutely! 39 Click New – Generic KPI Select Data Model ● Host Operating System ● Network ● # bytes ● Next
- 40. KPIs Continued…. 40 Splunk Builds Searches for you – Oh Yeah, that’s happening J ● Select Yes for Split by & Filter options ● Select host for Entity Lookup & Alias options ● Click Next
- 41. Almost There… 41 Select ● KPI Search Schedule: Every Minute ● Entity Calculation: Average ● Service/Agg Calculation: Average ● Calculation Window: Last Minute ● Click Next ● Unit: Bps ● Click Next
- 42. Final Steps … 42 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
- 44. Name that KPI! 44 From the list of KPIs, select your new one (at the bottom) ● Click on the little pencil next to the name ● Call it “Network Utilization”, with your username up front ● Click on Save at bottom right when finished!
- 46. Clone the Glass Table 46 Return to Saved Glass Tables page (click on Glass Tables in the upper menu bar) CLICK Edit for “Buttercup Games Business Process (IN PROGRESS)” • 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
- 47. Edit & Have Fun! 47 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 Online Store that would be useful in the “Order Process” section • Drag the selected widgets onto the canvas, positioning in the gray oval • What’s the difference between the and tools at the top left?
- 48. More Fun with the Glass Table Editor… 48 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 • I wonder what Auto Layout does? • (YIKES!) Revert All Changes might be helpful
- 49. Finishing up … 49 • Add a ServiceHealthScore widget for Online Store under Buttercup • 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, Buttercup Games Online Store • Bonus Points: Make the label bigger, more readable • Click Save • View when done
- 50. A Troubleshooting Exercise 50 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 around ten minutes after the hour. ● In the upper right corner of the Glass Table, change the time picker from Now to XX:10:00.0, where XX is the appropriate hour. For example, if it is currently 14:05, set the time picker to 13:10:00.0, then Apply ● This is how we can “time travel” back to see conditions at a particular outage– oh yeah!
- 52. A Troubleshooting Exercise, cont’d. 52 ● 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
- 53. Deep Dive 53 ● 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?
- 54. Multi-KPI Alerts and Notable Events 54 ● 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
- 55. Service Analyzer 55 ● 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 a quick jumping off point into Deep Dives and the Notable Events Review ● It is useful for NOCs and others who need a high-level situational view