Copyright © 2015 Splunk Inc.

Utilizing IT Service Intelligence at Telia NorwayJan Roger Presterud

Service Manager

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Mobile operator in Norway, part of Telia CompanySecond largest operator in Norway – 4 brandsAwarded the best 4G operator in NorwayUnit: Service Assurance and Operations, IT Services– Quality measurement and reporting– Owner of Service Management toolboxes (Splunk, Nagios etc)

Splunk ITSI – first trial in Feb’16

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My Background and Role18 years in the mobile business; Value Added Services and IT-solutions Various positions – Operations / Development / Service ManagementCurrently a Service Manager – combined mobile and IT services– Business Support Solutions

Sales solutions Self supporting channels

– Products & Services for B2B customers

A business approach – applications vs infrastructureTag line - <tbd>Everything can be measured – but should it? My head has a 7 litre capacity!

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The beginning…Key challenges

Difficulty in viewing the business impact/business value of incidents or bad qualityUncertainty in the business about defining KPIs and business targetsFragmented organization with separate responsibilities, proved difficult to have an end2end view on qualityData was missing from several sources in the e2e value chain

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How We Got StartedKey challenges

From a typical Telecom tradition; solutions have evolved from single, large system to distributed, autonomous, cooperating servicesLack of real user data, compensating – user simulation probes generating data – not trustedIneffective root cause analysis; time consuming, based on unprecise inputAgile methods not well supported; probe config laggingReactive instead of proactive

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Our goals…• New focus - from technical KPIs to business and customer service view -

SLA achievement scores as the highest level• Provide transparency of service quality throughout the organization

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Data to useLack of machine generated data – low correlation & data quality

– Situation: Lack of machine generated data – user simulation tool gave some end user experience, but not thrusted

– Struggling with: Several tools and systems with no easy way to correlate among them

– Wanted: A centralized view to correlate correct data

– Enter Splunk: pre for Splunk-ification; made a standardized application logging framework. ITSI -> improved correlation helping out in root cause analysis

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Correct?

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Improved Business viewService Health Score

– Situation: Uncertainty concerning the actual service quality

– Struggling with: “Noise” from Sales, KAMs, management - spending much time to inform/make reports etc

– Wanted: An easy way to present close to real time quality visualization

– Enter Splunk: Splunk ITSI and Glass Tables presentation of service quality gave a more “calmed down” situation

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KPIs at a glanceService Analyzer for different responsible teams

– Situation: Indications of decreased quality of services

– Struggling with: ad hoc analysis, based on assumptions

– Wanted: A centralized view with real and relevant info about “my services”

– Enter Splunk: Defining Service Analyzer views for the different responsible teams have improved the awareness and efficiency in prioritization of improvement activities

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KPIs and Architecture info combinedGlass Table usage

– Situation: Root cause analysis took long time

– Struggling with: unstructured way of analysis, spending time on irrelevant data

– Wanted: A centralized view of in-scope systems and relevant KPIs

– Enter Splunk: Combining architectural information with KPIs really improves the operational staffs ability to pinpoint their analysis for root causes

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Business ReportingIn progress* in Telia Norway

– Situation: Service reviews on a monthly basis is a requirement for several SLAs

– Struggling with: Real facts about the service levels achieved, combined sources of information

– Wanted & Achieved: Improved view through Health Scores – need to tag deviation info

– Enter Splunk: want to use ITSI functions to make a monthly sum up, with all relevant info – including deviations and relevant info about corrective actions. In progress these days.

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KPIs and Business info combined

– Wanted: A centralized view into user transactions and related business figures, e.g. Sales channels

– Enter Splunk: Mixing KPIs and relevant business info (like revenue) have made an important input to evaluating campaigns etc

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Splunk at Telia Norway

• Enterprise 6.4.3 (upgrading soon to 6.5)

• IT Service Intelligence 2.4.0• License: 100 GB/day

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The future…

Add more data source to get true e2e application

mapping

Finalize the Splunk setup for the 11 most important IT

services in the BSS portfolio - using the Glass Table

visualization for e2e at a glance

Improve root cause analysis by using Deep Dives for even

more services

Maximize the utilization of the Anomaly Detection

featureanalysis

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Key lessonsITSI - e2e visualization of services in Glass Tables is

highly appreciated by several parts of our

organization (Business, Management etc)

ITSI – really improves the correlation of

different data, really useful in root cause

analysis

Splunk is very useful to diagnose issues in

testing and production (functional- &

performance-wise)

Thank You