Copyright © 2015 Splunk Inc. Robert Goolsby Dir, OperaAons Enablement, Fiserv IT Service Intelligence At Fiserv
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Copyright © 2015 Splunk Inc.
Robert Goolsby Dir, OperaAons Enablement, Fiserv
IT Service Intelligence At Fiserv
Disclaimer
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During the course of this presentaAon, we may make forward looking statements regarding future events or the expected performance of the company. We cauAon you that such statements reflect our current expectaAons and esAmates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward-‐looking statements, please review our filings with the SEC. The forward-‐looking statements made in the this presentaAon are being made as of the Ame and date of its live presentaAon. If reviewed aQer its live presentaAon, this presentaAon may not contain current or
accurate informaAon. We do not assume any obligaAon to update any forward looking statements we may make.
In addiAon, any informaAon about our roadmap outlines our general product direcAon and is subject to change at any Ame without noAce. It is for informaAonal purposes only and shall not, be incorporated into any contract or other commitment. Splunk undertakes no obligaAon either to develop the features
or funcAonality described or to include any such feature or funcAonality in a future release. Referenced customers for ITSI product parAcipated in a limited release soQware program that included
items at no charge.
Agenda
Who is Fiserv?
Fiserv’s Monitoring Opportunity
What is IT Service Intelligence?
IT Service Intelligence OpportuniAes
IT Service Intelligence Challenges
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Financial Services technology provider: – Core Account Processing, Electronic Billing, Card Based TransacAons, Online Banking, Mobile
Banking, Check Processing, Lending SoluAons, Risk Management soluAons, Person to Person Payments, etc…
More than 1 in 3 U.S. financial insAtuAons rely on Fiserv for core processing services More than $1 trillion moves through Fiserv soluAons annually Fiserv supports: – 145 Million deposit accounts – 21 Million debit accounts – 75 Million online banking end users – 14 Million mobile banking end users – Nearly 25 million acAve bill payment end users – More than 180 patents issued and pending for innovaAve financial services technology soluAons
If you're a mobile banking user or pay your bills online – if you interact with a financial insAtuAon at all – chances are you're more familiar with Fiserv than you realize.
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Robert Goolsby – Director, OperaAons Enablement – [email protected] – Responsible for overall Enterprise Monitoring strategy
Abrar Fakhri – Manager, Splunk Monitoring – [email protected] – Responsible for Splunk vision, roadmap, planning & roll-‐out
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Our Opportunity
Monitoring Improvement IniAaAve Inconsistent monitoring approach for a parAcular applicaAon
Many different log files, locaAons and logging formats across many different servers spanning mulAple Aers of infrastructure
Triage required specific applicaAon knowledge
Too many tools – trigger event or condiAon is “visible” but support teams are looking in the wrong place SoluAon – deploy Splunk to collect and process data that can feed into exisAng incident management process.
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Splunk Dashboarding Challenges The trigger event is in the logs is there but no one is aware unAl a#er client is impacted
How can we quickly react to changing environment condiAons to alert and prevent reoccurring events?
How do we perform conAnual educaAon across business units, across support Aers and across shiQs on the latest dashboards that looks for specific client impacAng condiAons?
How do we approach creaAng dashboards for a variety of applicaAons, infrastructure teams and generate FI specific views and not suffer from analysis paralysis?
…and a 90 day deliverable date from incepAon to delivery.
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What is IT Service Intelligence?
Splunk IT Service Intelligence
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ITSI is a Splunk premium soluAon that enables us to model our business services and measure them against defined service levels
Splunk ITSI monitors service health, enable alerAng, assist in triage and ulAmately root cause analysis
SPLUNK IT SERVICE INTELLIGENCE
Planorm for Machine Data
Time-‐series Index Schema-‐on-‐read Data Model Common InformaAon Model
AT-‐A-‐GLANCE PROBLEM ANALYSIS
EARLY WARNING ON DEVIATIONS
DYNAMIC SERVICE MODELS
SIMPLIFY INCIDENT
WORKFLOWS
Splunk IT Service Intelligence At Fiserv
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Server-‐based to Services-‐based monitoring
Top-‐down and deep-‐dive service insights
200+ services and 1500+ KPIs monitored
Flexible creaAon and modificaAon of services and KPIs
AlerKng on service KPI’s instead of
server performance
Real-‐Ame, holisAc and proacAve “client” view
ConfiguraAon and Planning Tips Prior to any technical work in Splunk or IT Service Intelligence
• Understand expectations • Plan your service hierarchy • Standards - define services & KPIs • Understand how your users plan on interacting with IT Service
Intelligence • End User Training Plan
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IT Service Intelligence Key Concepts Service – a component of the system that key to business success. It can be:
– An applicaAon or group of applicaAons; – An infrastructure Aer (such as web, database, or network Aer); – A business service, such as an online marketplace, which might include mulAple
infrastructure components (web servers, databases, business applicaAons, load balancers, and so on);
– A single process, such as one instance of an applicaAon running on a host. – Really anything that you define
A Service usually contains EnAAes or is dependent on other Sub-‐Services
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IT Service Intelligence Key Concepts EnAty
– EnAty is an IT component that requires management in order to deliver an service – Each enAty has specific arributes and relaAonships to other IT processes that uniquely
idenAfy it – Examples:
ê Server or Host ê URI ê Processes ê SoQware ApplicaAon
KPI – KPI (or Key Performance Indicator) is a metric that defines the expectable behavior of a
service and the threshold by which we may learn of problems with the service – Splunk assigns a Service Health Score (scale 0 to 100) to each Service based on KPIs
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IT Service Intelligence Process Flow
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ITSI Service Hierarchy
Client Centric (Sub Service 1)
CPU
ApplicaAon 1 (Top Level Service)
System Centric (Sub Service 2)
Disk Memory
ApplicaAon Log
SyntheAc Monitor Data
Database Query Web Tier
(Sub Service) AppTier
(Sub Service) DB Tier
(Sub Service)
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Service CreaAon Services can be created • Manually • CSV File • Modular input
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Service Info
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• We primarily used host names or URLs for enAAes
• Plan your enAAes ahead of Ame!
• AQer saving you are taken to KPIs config…
Sevng Thresholds
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WeighAng
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Service Analyzer
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Building a Glass Table
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Drill Down
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ITSI OpportuniAes …and challenges
ITSI OpportuniAes
Speed we were able to deliver service based monitoring in a much shorter Ame frame
Empower Users
Able to empower a Aer 1 user with a tool kit to triage and act as a higher Aer
Agility Develop model out of a problem review to add new KPIs to roll into the service as a hole
Triage Ability to easily correlate issues through a drill down and determine cause vs effect and then dive right into the logs
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Challenges
Manual effort -‐ 100+ services and 200+ KPIs (and growing!) Standards -‐ Define default KPIs/Metrics ahead of Ame and develop standards… if not rework will be required
Search Head & Indexer Sizing – each KPI and service increases the load on the system
Training and OperaAonal AcAviAes – new tool requires training and ongoing educaAon for the staff
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THANK YOU
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