How to Design, Build and Map IT and Business Services in Splunk
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The document outlines the design and implementation of Service Intelligence within Splunk, aimed at enhancing operational efficiency and customer experience. It discusses collaborative problem-solving with stakeholders to streamline processes and reduce revenue loss, specifically mentioning a case of a toy and games manufacturer. The content also highlights upcoming Splunk events and workshops focused on IT service intelligence and provides avenues for further engagement with the platform.
How to Design, Build and Map IT and Business Services in Splunk
- 11. 11 How IT SI complements core Splunk • Think of core Splunk as collec?ng data at each horizontal layer • IT SI is a ‘ver9cal slice’ that only focuses on the components in the layer that rollup to a given app • ASP – Applica?on Service Provider (many, each app or service) • ISP – Infrastructure Service Provider (usually only a few – the data centers or cloud provider) Physical Server (Dell, HP, CISCO blades or servers) Guest OS (Windows/Linux/*Nix) Database (Oracle, SQL Server, MySQL) Hypervisor (ESX, HyperV, Citrix) Web Server (Apache, TomCat) App Server (WebLogic, Jboss EAP, WebSphere) 11 Applica?ons, business/mission services SAN/NAS Storage (EMC, AppNet) Network Full Stack Custom App REST based service ASP ISP Cloud
- 14. Uncovering the Problem Worth Solving • What are the top business services in your enterprise? • How do you measure the customer experience with these services? • What is the customer experience with these services? • How omen do customers experience issues with the service? • When issues arise, who gets involved in resolving them? • How do teams work together to resolve issues? • What’s the average ?me to issue resolu?on? • What’s the impact when customers have a bad experience with your services? Cri?cal Services Issue Frequency Impact
- 16. Your Service Intelligence Collaborators 16 Service Owners • Business func?ons • Performance indicators • Common business issues • Frequency of issues • Business impact of issues Opera?ons and Support • Common issues • Performance indicators • Resolu?on processes • Tools used for resolving issues • Frequency of issues • IT impact of issues Enterprise Architecture • Business processes • Key inputs and outputs • Technology architecture • Data architecture • Common issues Administrators • Current tools and usage, and adop?on levels • Splunk exper?se • Environment exper?se • Personal pain
- 19. Service Decomposi?on Infrastructure Layer Application Layer Business Layer Service Layer Order Entry Manufacturing Shipping Fulfillment Supply Chain Online Store EDI Web Tier Middleware
- 20. PuLng it all together Infrastructure Layer Application Layer Business Layer Service Layer Order Entry Manufacturing Shipping Fulfillment Supply Chain Online Store EDI Web Tier Middleware • Total Orders • Total Revenue • ServiceHealth • Unit Count • Unit Failures • Service Level • Delivery Time • Online Orders • Online Revenue • ServiceHealth • Successful Requests • Errors (503) • CPU Load • Memory Used • Disk Used • IO Latency • CPU Load • Memory Used • Disk Used • IO Latency • Response Time • Errors • DB Query Count • Response Time
- 22. PuLng It All Together Service Layer Supply Chain Infrastructure Layer Server © Server Applica?on Layer Online Store EDI Web Tier Middleware Database Business Layer Order Entry Shipping Manufacturing Fulfillment ServiceHealth Unit Count Unit Failures Service Level Delivery Time Online Orders Online Revenue Service Health CPU Load Memory Used Disk Used IO Latency CPU Load Memory Used Disk Used IO Latency Service Health Service Health Total Orders Total Revenue Service Health
- 34. Sign Up Here - We’re Here To Help! Harness the crea?vity and domain knowledge of your organiza?on to unlock the value of data and solve an important service problem through a joint service intelligence workshop with key stakeholders Define methods for: • Proac?ve service monitoring • Reduced risk and failures • Faster issue resolu?on • Increased business performance What is it? • 1 Day Onsite Workshop • Tightly linked with value • Collabora?ve approach • Build your own Splunk ITSI Glass Table……
- 35. Copyright © 2016 Splunk Inc. SEPT 26-29, 2016 WALT DISNEY WORLD, ORLANDO SWAN AND DOLPHIN RESORTS • 5000+ IT & Business Professionals • 3 days of technical content • 165+ sessions • 80+ Customer Speakers • 35+ Apps in Splunk Apps Showcase • 75+ Technology Partners • 1:1 networking: Ask The Experts and Security Experts, Birds of a Feather and Chalk Talks • NEW hands-on labs! • Expanded show floor, Dashboards Control Room & Clinic, and MORE! The 7th Annual Splunk Worldwide Users’ Conference PLUS Splunk University • Three days: Sept 24-26, 2016 • Get Splunk Cer?fied for FREE! • Get CPE credits for CISSP, CAP, SSCP • Save thousands on Splunk educa?on!
- 36. Thank You