Getting Started with IT Service Intelligence
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Transcript of Getting Started with IT Service Intelligence
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Agenda
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ITSICoreConcepts
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WhatisaService?
Service RequestsResponses
InITSI,aService isalogicalgroupoftechnologycomponentsthatauserdeemsneedtobemonitoredtogether.
Itcanoftenbegeneralizedasa“blackbox”whichwesendrequests,andexpectresponses
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WhatisaService?
DNS RequestsResponses
TechnicalServices
Auth RequestsResponses
Web RequestsResponses
Servicescanbelowerlevel(technical)…
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WhatisaService?
DNS RequestsResponses
TechnicalServices
CustomerTransactions
RequestsResponses
BusinessServices
Auth RequestsResponses
Web RequestsResponses
SupportDesk RequestsResponses
Servicescanalsobehigherlevel(business)…
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WhatisaService?
PacketNetwork
HypervisorandHosts
RBMDBs
StorageTier
APIServices
WebServices
CustomerTransactions
Mobile
API/Middlew
are
PartnerPortal
DNS
ServicescanencompassmultipletiersoftheITdomain.Servicesmayalsodependuponotherservices
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WhatisaKPI?
DNS RequestsResponses
KPI:NumberofrequestsKPI:ErrorrateKPI:AverageresponsetimeKPI:ServerCPUloadKPI:ServernetworkI/Ferrors
CustomerTransactions
RequestsResponses
KPI:NumberoftransactionsKPI:ErrorrateKPI:AverageresponsetimeKPI:CountofIncidentTicketsKPI:SyntheticTransxHealth
KPIsandHealthscoresconstitutethemeansbywhichServicesaremonitored.
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KeyPerformanceIndicators(KPIs)
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AKeyPerformanceIndicator(KPI)isaSplunksavedsearchcreatedwithintheITSIUIthathelpsmonitoraspecificfieldlikeCPU,Memory,NumberofErrors
andsoon.KPIsarecontainedwithinServices.
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ServiceHealthScores
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AHealthscoreisascoreform0-100(0beingcriticaland100beingnormal)thathelpsdeterminethehealthofaService.ItiscalculatedbasedonallKPIs
importanceanditsstatus(e.g.green,orange,red),onceeveryminute.
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Let’sTalkEntities
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● Entitiesaretherelevantcomponentsthatsupportaservice(oftenbutnotalwayshosts)
● Selectthecorrectentitieswithfilters,ANDs,ORs
● EntitylistcancomefromaCMDB,aspreadsheet,aSplunksearch…
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ServiceDecomposition
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ServiceDecompositioninITSI
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Identifyahigh-valuebusinessservice
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ServiceDecompositioninITSI
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Identifytheprocessflowandunderlyingsub-services(Web->Middleware->DB->Middleware->Web)
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ServiceDecompositioninITSI
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Foreachsub-service,identifyKPIsthatwillshowhealthandstatus(Requests,responsetime,errors,OShealth…)
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ServiceDecompositioninITSI
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ForeachKPI,defineaSplunksearch
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ServiceDecompositioninITSI
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ITSIDemo
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AdaptiveThresholds
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WhatifyourKPIdatalookslikethis?
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AdaptiveThresholdsStaticthresholdswillnotwork…
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AdaptiveThresholdsAdaptiveThresholdingworksbeautifullywithcyclical(andotherdynamic)data
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AnomalyDetection
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● MachineLearning
● Workswellfordatawithpatterns
● Requiressome“training”
● Candetectentitiesthataren’tbehavingthesameastheothers,notjustasingleKPIhavingissues
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ITSIDemo–Troubleshooting
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WrapUp- Review
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● High-valueservicescanbedecomposedandmodeledinITSI,usingmachinedatafromtherelevantsystems
● Services andKPIs canbecreatedinminutes,withsophisticatedthresholdingtechniquestodistinguish“normal”from“notnormal”
● GlassTablesallowservicehealthandKPImetricstobedisplayedinawaythatmakessensetospecificgroups,suchasExecutiveLeadership,BusinessServiceOwners,theNOC,DevOps&Others
● DeepDivesallowKPIstobecomparedside-by-sideacrossanytimerange,acceleratingrootcauseanalysisandsignificantlyreducingMTTR
● Multi-KPIAlertsandNotableEventsreducealertnoise,producingactionableeventsandameanstomanagethem
● …andit’sfuntobuild!
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Wanttoexploreonyourown?
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Signupforyourveryownseven-dayfreesandbox!http://splunk.com/ITSI
Thenclick:
You’llfindaSandboxGuideintheDashboards!IntheITSIappofyoursandbox,gotoSearch->Dashboards->SplunkITSISandboxGuide
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ThankYou