Building Business Service Intelligence with ITSI
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Transcript of Building Business Service Intelligence with ITSI
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Copyright©2016SplunkInc.
BuildingBusinessServiceIntelligencewith
SplunkITServiceIntelligence
DavidMillisStaffArchitect,ITOperaDonsAnalyDcs
Tuesday,October4,2016Calgary
WiFi:MarrioH_CONFERENCE/splunk
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SetupBeforeYouCanPlay1.Downloadthispresenta9onslidedeck:h;ps://splunk.box.com/v/ITSI-HandsOn-Calgary2.Ifyouhavenotdonesoalready,SignupfortheFREESplunkITSIOnlineSandbox:• hHp://splunk.com/itsi• Select"FreeOnlineSandbox"
3.Pleasetestaccesstoyoursandbox;• Chrome,Firefox,Safari
arerecommended;• IEisNOTrecommended
4.AYerloggingin,selectITServiceIntelligencefromthelistofappsattheleY
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Agenda• IntroducDonsandSetUp• WhatisServiceIntelligence?• Splundamentals--CoreSplunkinITOps• WhatisITServiceIntelligence(ITSI)?• Let'sPlay!• What'sNext?• HappyHour!
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SafeHarborStatementDuring the course of this presentaDon, wemaymake forward looking statements regarding futureeventsortheexpectedperformanceofthecompany.WecauDonyouthatsuchstatementsreflectourcurrentexpectaDonsandesDmatesbasedonfactorscurrentlyknowntousandthatactualeventsorresultscoulddiffermaterially.Forimportantfactorsthatmaycauseactualresultstodifferfromthosecontainedinourforward-lookingstatements,pleasereviewourfilingswiththeSEC.Theforward-lookingstatementsmadeinthispresentaDonarebeingmadeasoftheDmeanddateofitslivepresentaDon.IfreviewedaYeritslivepresentaDon,thispresentaDonmaynotcontaincurrentoraccurateinformaDon.WedonotassumeanyobligaDontoupdateanyforwardlookingstatementswemaymake.InaddiDon,anyinformaDonaboutourroadmapoutlinesourgeneralproductdirecDonandissubjecttochangeatanyDmewithoutnoDce. It is for informaDonalpurposesonlyandshallnotbe incorporated intoanycontract or other commitment. Splunk undertakes no obligaDon either to develop the features orfuncDonalitydescribedortoincludeanysuchfeatureorfuncDonalityinafuturerelease.
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WhatisServiceIntelligence?
Enablingabusiness-awareITMeasuringandrepor<ngonindicatorsthatma?er
Unlockingopera9onalefficienciesCollabora<ngacrosssilostoimproveserviceopera<ons
Usingdata-drivendecisionmakingSolvingproblemsandan<cipa<ngpiBallswithsophis<catedanaly<csandpowerfulinsightsfrommachinedata
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ServiceModelingThere’saBeHerWay…
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Key Takeaways
1 TradiDonalMethodsareoutdated
ServiceMappingisCriDcal
3 Data-DrivenServiceInsights
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Challenging Traditional Methods
Network
InfrastructureLayer
HPNNMi,HPNA,SolarWinds,CASpectrum,
StorageHPStorageOperaDons,NetApp,EMC
ServerHPOV/Sitescope,SCOM,Nagios,Tivoli,BMCPatrol,CAUIM
74%
-36%
ApplicaD
onLayer
SyntheDcAPMAppD,NewRelic,Dynatrace,HPAPM,CA,IBM,Appica
ByteCodeInstrumentaDon
AppD,NewRelic,Dynatrace,HPDiag,CAWily
AdapDveThresholding
HPSHA,BMCProacDveNet,NetuiDve,Preelert
HPRun-TimeServiceModelCAServiceOperaDonsInsight
IBMNetCool/OmnibusServiceModeldefiniDon&CorrelaDonEngine
Business Layer
Aggregation/Correlation/Visualization
Service Layer
Challenges• Toomanydisparatecomponents• DifficulttodefineServiceModel• Laborintensive• MostimplementaDonsfail• Veryimportantsourceis
missing!(machinedata)
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Data Approach With Splunk>
Network
InfrastructureLayer
Packet,Payload,Traffic,UDlizaDon,Perf
StorageUDlizaDon,Capacity,Performance
ServerPerformance,Usage,Dependency
74%
-36%
ApplicaD
onLayer
SyntheDcAPMAvailability,Capacity,UserExperience
ByteCodeInstrumentaDonUsage,Experience,Performance,Quality
AdapDveThresholdingApps,Services,Systems
Splunk>isthemissinglink• DataFidelity• SingleRepositoryforALLdata• EasiertoManageServices• ReducedIntegraDons• ReducedPointSoluDons• CollaboraDveApproach• QuickDmetovalue
MACHINEDATA
Data Fabric Platform
Service Intelligence
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BringSubjectExpertsTogether
DesignBeforeConfiguring
BestPracDcesforServiceModeling
StartWithaProblemWorth
Solving
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BestPracDcesforServiceModeling
StartWithaProblemWorth
Solving
• Whatarethetopbusinessservicesinyourenterprise?
• Howdoyoumeasurethecustomerexperiencewiththeseservices?
• Whatisthecustomerexperiencewiththeseservices?
CriDcalServices
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BestPracDcesforServiceModeling
StartWithaProblemWorth
Solving
• HowoYendocustomersexperienceissueswiththeservice?
• Whenissuesarise,whogetsinvolvedinresolvingthem?
• Howdoteamsworktogethertoresolveissues?
IssueFrequency
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BestPracDcesforServiceModeling
StartWithaProblemWorth
Solving
• What’stheaverageDmetoissueresoluDon?
• What’stheimpactwhencustomershaveabadexperiencewithyourservices?
Impact
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BestPracDcesforServiceModeling
BringSubjectExpertsTogether
• Business&ServiceOwners,meetIT• IT,meetBusiness&ServiceOwners
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BestPracDcesforServiceModeling
DesignBeforeConfiguring
• DefineYourServices–TechnicalANDBusiness• DefineYourKPI’sforeachservice• Understandservicedependencies&interacDons
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COLLECTDATAFROMANYWHERE
SEARCHANDANALYZE
EVERYTHING
DELIVERREAL-TIMEOPERATIONALINTELLIGENCETOITANDTHEBUSINESS
THEPOWEROF
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Splundamentals--CoreSplunkinITOps
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Data-drivenserviceinsightsforroot-causeisolaDonandimprovedserviceoperaDons
withamarkeDngcatchphrasethatistoolong
INTRODUCING
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SplunkITServiceIntelligence
SPLUNKITSERVICEINTELLIGENCE
Time-SeriesIndex
PlarormforMachineData
DynamicServiceModels
Schema-on-Read DataModel CommonInforma9onModel
At-a-GlanceProblemAnalysis
EarlyWarningonDeviaDons
SimplifiedIncidentWorkflows
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SplunkITServiceIntelligence
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ITSICoreConcepts
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WhatisaService?
ServiceRequestsResponses
InITSI,aServiceisalogicalgroupoftechnologycomponentsthatauserdeemsneedtobemonitoredtogether.
ItcanoYenbegeneralizedasa“blackbox”whichwesendrequests,andexpectresponses
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WhatisaService?
DNS RequestsResponses
TechnicalServices
AuthRequestsResponses
WebRequestsResponses
Servicescanbelowerlevel(technical)…
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WhatisaService?
DNS RequestsResponses
TechnicalServices
CustomerTransac9ons
RequestsResponses
BusinessServices
AuthRequestsResponses
WebRequestsResponses
SupportDesk RequestsResponses
Servicescanalsobehigherlevel(business)…
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WhatisaService?
PacketNetwork
HypervisorandHosts
RBMDBs
StorageTier
APIServices
WebServices
CustomerTransac9ons
MobileAPI/
Middlew
are
PartnerPortal
DNS
ServicescanencompassmulDpleDersoftheITdomain.Servicesmayalsodependuponotherservices
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WhatisaKPI?
DNS RequestsResponses
KPI:NumberofrequestsKPI:ErrorrateKPI:AverageresponseDmeKPI:ServerCPUloadKPI:ServernetworkI/Ferrors
CustomerTransac9ons
RequestsResponses
KPI:NumberoftransacDonsKPI:ErrorrateKPI:AverageresponseDmeKPI:CountofIncidentTicketsKPI:SyntheDcTransxHealth
KPIsandHealthscoresconsDtutethemeansbywhichServicesaremonitored.
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KeyPerformanceIndicators(KPIs)
27
AKeyPerformanceIndicator(KPI)isaSplunksavedsearchcreatedwithintheITSIUIthathelpsmonitoraspecificfieldlikeCPU,Memory,NumberofErrors
andsoon.KPIsarecontainedwithinServices.
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ServiceHealthScores
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AHealthscoreisascoreform0-100(0beingcriDcaland100beingnormal)thathelpsdeterminethehealthofaService.ItiscalculatedbasedonallKPIs
importanceanditsstatus(e.g.green,orange,red),onceeveryminute.
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ITSITour
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ServiceDecomposiDoninITSI
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1-Whatisahigh-valuebusinessservice?(“OnlineStore”inBuHercupGames)
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ServiceDecomposiDoninITSI
31
1-Whatisahigh-valuebusinessservice?(OnlineStore)
2-Processflow,andunderlyingsub-services?(Web->Middleware->DB->Middleware->Web)
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ServiceDecomposiDoninITSI
32
1-Whatisahigh-valuebusinessservice?(OnlineStore)
2-Processflow,andunderlyingsub-services?(Web->Middleware…)
3-Foreach(sub)service:KPIstoshowhealth&status?(Database:errors,SQLhits,responseDme,…)
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ServiceDecomposiDoninITSI
33
1-Whatisahigh-valuebusinessservice?(OnlineStore)
2-Processflow&underlyingsub-services?(Web->Middleware…)
3-Foreach(sub)service:KPIs?(Database:errors,SQLhits,…)
4-ForeachKPI:NeedaSplunksearch(index=DB(warn*ORerror*)|statscount)
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ServiceDecomposiDoninITSI
34
1-Whatisahigh-valuebusinessservice?(OnlineStore)
2-Processflow&underlyingsub-services?(Web->Middleware…)
3-Foreach(sub)service:KPIs?(Database:errors,SQLhits,…)
4-ForeachKPI:NeedaSplunksearch(index=DB(warn*ORerror*)|statscount)
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Let’sPlay!
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ServiceDecomposiDoninITSI
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CLICK“GlassTables”
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ServiceDecomposiDoninITSI
37
CLICK(openinnewtab)“Bu?ercupGamesBusinessProcess(INPROGRESS)”
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ServiceDecomposiDoninITSI
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CLICK(openinnewtab)“Bu?ercupGamesOnlineStore”
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ServiceDecomp:TheBusinessProcesses
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ServiceDecomp:End-To-EndProcessFlow
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NewRequirements!
41
● CreateanewKPIfortheDBService:● NetworkUDlizaDon
● ModifytheExecuDveGlassTableinordertoshowofftheservicesyouslaveover
“WEonlyhaveabout15minTODOWHAT???!!???”Thinkabouthowlongthiswouldtakeyoutoday?
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ConfiguraDonofDBService
ClickConfigure>ClickServices
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Let’sTalkEnDDes
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● SelectDBService
● EnDDesaretherelevantthingswhichsupportthisservice(usuallyhosts)
● Selecttherightentrieswithfilters,ANDs,ORs● OriginalEnDtylistcancomefromCMDB,
spreadsheet,Splunksearch,others
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AKPIin5minutes?Absolutely!
44
ClickNew–GenericKPI
SelectDataModel● HostOpera<ngSystem● Network● #bytes● Next
Callit“NetworkU>liza>on”,withyourusernameupfront
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KPIsConDnued….
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SplunkBuildsSearchesforyou–OhYeah,that’shappeningJ
● SelectYesforSplitby&Filterop<ons● SelecthostforEn>tyLookup&Aliasop<ons● ClickNext
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AlmostThere…
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Select● KPISearchSchedule:EveryMinute● En>tyCalcula>on:Average● Service/AggCalcula>on:Average● Calcula>onWindow:LastMinute● ClickNext
● Unit:Bps● ClickNext
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FinalSteps…
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Setyourthresholds:● Aggregate(All)● PerEn>ty
● Click“AddThreshold”TWICE● MaketheNeapolitanicecreamcolors
Yellow,Green,Yellow● Dragtheslidersaroundinordertoget
thecurrentdatagraphenDrelyinsidetheGreen(normal)band
● ClickFinish● OtheropDonsarealsoavailable,
includingadapDvethresholdsandanomalydetecDon
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AdapDveThresholds
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WhatifyourKPIdatalookslikethis?
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AdapDveThresholdsStaDcthresholdswillnotwork…
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AdapDveThresholdsAdapDveThresholdingworksbeauDfullywithcyclical(andotherdynamic)data
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AnomalyDetecDon
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● MachineLearning
● WorkswellfordatawithpaHerns
● Requiressome“training”(trial&error)tozeroinonbestsensiDvity
● MoresophisDcatedcapabiliDescoming!(mulDvariate,morealgorithms,etc)
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Let’sFixthatGlassTable
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ClonetheGlassTable
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ReturntoSavedGlassTablespage(clickonGlassTablesintheuppermenubar)CLICKEditfor“BuHercupGamesBusinessProcess(INPROGRESS)”• SelectClone• Title:Addyourusername
tothefront• Permissions:SharedinApp• ClickClonePage• ClickonyournewGlassTable
fromthelist,toviewit
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Edit&HaveFun!
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ClickonEditintheupperrightcornerofyourGlassTableUsethe“Services”panelontheleYtoselectIndividualKPIs,orAggregateServiceHealthScores• Choose2KPIsfromOnlineStorethatwouldbeusefulin
the“OrderProcess”secDon• Dragtheselectedwidgetsontothecanvas,posiDoningin
thegrayoval• What’sthedifferencebetweenthe
andtoolsatthetopleY?
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MoreFunwiththeGlassTableEditor…
55
UsetheConfigura>onspanelontherighttoeditaselectedwidget• CanchangethevisualizaDontype,drilldown
behavior,andotherse}ngs• YoushouldhitSavefrequently• RevertAllChangescanbehelpful,occasionally
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Finishingup…
56
• AddaServiceHealthScorewidgetforOnlineStoreunderBuHercup
• ChooseaVizTypewithasparklinegraph,thenresizetomakeitlookpreHy
• ModifytheCustomDrilldownacDontogotothesavedglasstable,BuVercupGamesOnlineStore
• BonusPoints:Makethelabelbigger,morereadable
• ClickSave• Viewwhendone
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ATroubleshooDngExercise
57
Let’suseITSItotroubleshootanoutage● StartatyourGlassTable,“<UserName>BuHercupBusinessProcess”● CustomerCarereportsthatunhappycustomersarecomplainingoffailures
andlongdelayswhentryingtopurchase● Thecallsbegancominginataroundthetopofthelasthour.● IntheupperrightcorneroftheGlassTable,changetheDmepickerfromNow
toXX:00:00.0,whereXXistheprevioushour.Forexample,ifitiscurrently14:05,settheDmepickerto13:00:00.0,thenApply
● Thisishowwecan“Dmetravel”backtoseecondiDonsataparDcularoutage–ohyeah!
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ATroubleshooDngExercise,cont’d
58
● TheOnlineStoreseemstobedegraded,justasCustomerCarereported.ClickonthewidgetunderBuHercuptodrilldownfurther
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ATroubleshooDngExercise,cont’d.
59
● TheOnlineStoreGlassTableshowsamuchmoredetailedview,includingtheimpactedcustomer-facingKPIsatthefarleY(Revenue,etc)
● Basedonthisviewofalltherelevantservices,wheredoyouthinktherootcauselies?
● Whichserviceshouldwetroubleshootfirst?● ClickonHealthwidgetforthatservice,to
drilldowntoaDeepDive
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DeepDive
60
● DeepDiveshowsmulDpleKPIsandHealthScoresinparallel“swimlanes”.
● TheHealthScoreforthisServiceisthetopswimlane.Canyouseewhenitbeginstodegradefrom100%?
● MousingoverthispointinDme,canyouspottheKPIwiththeleadingfaultindicaDon,i.e.,whatfailedfirst?
● Toimprovereadability,makesurethePrimaryTimeRange(lowerleYcorner)issettoPresets>Last60minutes
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MulD-KPIAlertsandNotableEvents
61
● ClickonNotableEventsReview● MulDpleKPIsandHealthscorescan
becombinedinsophisDcatedwaystocreateMulD-KPIalerts
● WhenaMulD-KPIalertfires,oneoftheoutcomesisthecreaDonofaNotableEvent
● NotableEventsallowNOCpersonnelandotherstotriageandcoordinateeventmanagementefforts
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ServiceAnalyzer
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● ClickonServiceAnalyzer>DefaultServiceAnalyzer
● Backwherewestarted!● Thisviewshowsa“no-frills”listof
services(top)andhoHestKPIs(boHom)
● ProvidesaccessintoServiceDetails● ItisusefulforNOCsandothers
whoneedahigh-levelsituaDonalview
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AdvancedExercises
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Summary
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● High-valueservicescanbedecomposedandmodeledinITSI,usingmachinedatafromtherelevantsystems
● ServicesandKPIscanbecreatedinminutes,withsophisDcatedthresholdingtechniquestodisDnguish“normal”from“notnormal”
● GlassTablesallowservicehealthandKPImetricstobedisplayedinawaythatmakessensetospecificgroups,suchasExecuDveLeadership,BusinessServiceOwners,theNOC,DevOps&Others
● DeepDivesallowKPIstobecomparedside-by-sideacrossanyDmerange,acceleraDngrootcauseanalysisandsignificantlyreducingMTTR
● Mul9-KPIAlertsandNotableEventsreducealertnoise,producingacDonableeventsandameanstomanagethem
● …andit’sfuntobuild!
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Possibili9es
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Order Analysis – Core Splunk Record Systems
Payment Processing
Patient Queue Analysis
Patient Processing Service Health Transactions
Co-Pay
Insurance
MHR
Check-In Procedures
Pharmacy
Assessment
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Call Center Service
Service Health Transactions
ACD Analysis – Core Splunk Call Wait History
Inbound Analysis
Social Media
Online Msg
Social Media
Mail Support VOIP Service
Inbound Calls
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Banking
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HealthcareOperations
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End User Experience for Streaming Video
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Whatever This Is
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Hospital Emergency Rooms
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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
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ReferenceStuff
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● ITSIGuidebook:InyourITSIinstance:Search->Dashboards->ITSISandboxGuide
● ITSIDocumentaDon:hHp://docs.splunk.com/DocumentaDon/ITSI