splunklive: new visibility=new opportunity: how it can drive business value

New York October 27, 2011

New Visibility=New Opportunity: How IT Can Drive Business Value

Copyright © 2011, Splunk Inc. Listen to your data.

Why Are You Here?

!   Learn to use Splunk to Drive Value for the Business. !   JusPfying Splunk across your organizaPon.

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Agenda

•  IntroducPons •  IdenPfying OpportuniPes for the Business •  Real World Examples •  Ways for You to Deliver Value to Your Business

• Q&A

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IntroducPons

Pete Sicilia, Client Architect Erin Sweeney, Director, Customer Programs

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Customer Facing Data

Outside the Datacenter

Splunk Collects and Indexes Any Machine Data

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Applica7ons !   Web logs !   Log4J, JMS, JMX !   .NET events !   Code and scripts

Networking !   ConfiguraPons !   syslog !   SNMP !   ne_low

Databases !   ConfiguraPons !   Audit/query logs !   Tables !   Schemas

Virtualiza7on & Cloud !   Hypervisor !   Guest OS, Apps !   Cloud

Linux/Unix !   ConfiguraPons !   syslog !   File system !   ps, iostat, top

Windows !   Registry !   Event logs !   File system ! sysinternals

Logfiles Configs Messages Traps Alerts

Metrics Scripts Tickets Changes

!   Click-‐stream data !   Shopping cart data !   Online transacPon data

!   Manufacturing, logisPcs…

!   CDRs & IPDRs !   Power consumpPon !   RFID data !   GPS data


Splunk Is Used Across IT and The Business

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Web/Mobile

Apps Compliance Security Infra

Business AnalyPcs

Developer Framework


IT Driving The Business

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Understand your business !   What’s your revenue model? !   What do you know about your customers? !   What’s your product set? !   What’s your go-‐to-‐market Strategy !   CriPcal corporate strategies? !   Where is the high value data? !   What are your ExecuPve hot buions?


Understand Your IT

!   What tools and processes do you have in place? !   What problems they are solving today? !   What isn’t being addressed? (could it?) !   Do they capture the data to solve other problems? !   Could you add efficiencies? !   Can you cross the silos?

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Find the High Value Business Problems

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Where can IT help the business? !   Customer Experience !   Incomplete transacPons !   Ordering difficulPes !   Customer Service !   Asset tracking !   ReporPng back to the business

Don’t underes7mate the power of crossing the silos!


High Value Problems Across Silos

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Web/Mobile

Apps Compliance Security Infra

Business AnalyPcs

Developer Framework

Customer Examples


Strategic Focus Areas for Financial Services

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Customer Centricity

Agile IT Infrastructure

Regulatory & Compliance

Cost-‐op7miza7on

Trade Processing

Customer CommunicaPon

Seilement Systems

FIX Order Management

Payment Processing

Core Banking Processes

Mortgage OriginaPon

Branch / ATM Management

Diverse Business Processes Support End Customer Offerings

Security Compliance (SOX/Basel)

Online Banking

Trading

Credit Cards

Loans

RepresentaPve Business Processes Product & Services

Insurance

Business Services


Enabling High Performance Global Trade Infrastructure

!   Trading infrastructure -‐ thousands of transacPons across many applicaPons and silos

!   (What is each transacPon worth?) !   Splunk provides in-‐depth visibility across silos:

–  Troubleshoot cross-‐silo problems within seconds

–  Improves system upPme with predicPve capacity alerts

–  Understand user trends –  Improve user experience –  Accelerates trade processing Pmes –  Report back to management

“Today, we run threshold-based alerts to address issues before they cause downtime”

- Team Lead for Trading Infrastructure

Leading European Financial Services Firm


End-‐to-‐End Visibility Delivers $6 MM in Annual ROI

!   Indexes millions of events/day Machine data across: –  Custom & 3rd party sorware, servers –  Java code, databases, OperaPng systems –  Splunk provides insights to improve

service: –  Decreased downPme through proacPve

monitoring –  Reduced MTTR with faster troubleshooPng –  Beier coordinaPon across departs –  Improved team efficiency and beier

resource uPlizaPon

Financial Service Firm Improves Service and Customer SaPsfacPon

“We paid for Splunk in the first month… now, we are proactively solving problems.”


New Insights for Electronic Trading •  Splunk provides insight into the execuPon of individual trades and provides business intelligence to drive trading revenues

Corporate and investment banking arm of leading bank, ranked among top 11 investment banks globally. With over 6,300 employees in 15 countries.

!   AnalyPcs across trade lifecycle –  Gain insight across applicaPons, auto-‐negoPaPon engine and third party trading pla_orms

–  Real-‐Pme visibility into key performance metrics – trades by client, client-‐Per, products and spreads

–  ExecuPve dashboards for business managers from Fixed Income / Sales & Trading / Rates & Credits Groups

!   Business Value –  EffecPvely manage spreads based on data in real-‐Pme –  Adjust spreads to drive profitable trading volume & increase revenue

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Leading Investment Bank


Compliance Monitoring and Analysis !   Splunk dashboard view of systems health idenPfies servers at risk (low on disk space, high on CPU)

! Splunk’s flexibility, ease-‐of-‐use, highly customizable use and affordable price tag made it a winner from the start

We were able to move from a 9 person compliance monitoring team to just 3 people. Every day they thank me for Splunk.

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Shawn Grimes Senior Security Architect


Website Infrastructure Monitoring and Analysis

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For the first Pme in six years, macys.com experienced no downPme during peak holiday shopping – despite a 50% increase in traffic.

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” !   Delivered the IT team end-‐to-‐end visibility across enPre technology stack

!   Enabled 100% up-‐Pme for two straight seasons during a 50% increase in transacPons

!   Supplied role-‐specific, dashboards to 100+ users across IT

Senior Analyst, Architecture Team


Delivering Intelligence, Leading InnovaPon

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In just 9 months, we’ve re-‐couped at least 25X our iniPal Splunk investment.

At least one of my 2 promoPons this year are thanks to Splunk!

Eddie Saierly Sr. Director, Infrastructure Architecture and Emerging Technologies

! $7M savings on infrastructure in first year w/ Splunk ! Each hour of downPme costs millions in revenue—Splunk has all delivered 85% reducPon in MTTR

! OpPmizing mulP-‐million dollar SEO/SEM investments w/ Splunk ! 1400+ folks using Splunk can focus on innovaPon vs. operaPons

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Happy Customers = Increased Revenues

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Our CEO suspected our cart reservaPon system was throiling demand. A quick Splunk search allowed us to provide hard data on the impact, which led to changing the feature.

Jerry Brennock Director, Engineering

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!   Real-‐Pme infrastructure and app performance view drives DevOps culture !   Real-‐Pme monitoring and full visibility ensures opPmal customer experience—and drives revenue

!   “Smart” logging gives full view of purchase pipeline—refers, purchase triggers, abandon triggers, driving new features and markePng planning


Business AnalyPcs with Real-‐Pme Dashboards

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In a maier of hours (not days), Splunk lets us build dashboards to compare and correlate whatever we want—nothing else lets us do that. Clint Sharp

Director, ApplicaPon OperaPons

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“ !   Splunk reduced outage frequency delivering an annual ROI of $1.2M

!   Drives capacity and maintenance window planning

!   Delivered execuPve dashboards showing acPvaPons by minute, by channel, by market, by device type in hours, not days or weeks


Delivering A Mobile Service with Splunk

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Splunk is indispensable! Splunk is giving us operaPonal insight like never before!

Jigesh Saheba Sr. ApplicaPons Architect

“ “ !   Management team views dashboards detailing adopPon rates, usage paierns/ behaviors, trending

!   Sales teams/ product managers view specific account usage then partner to drive adopPon, cust sat and renewal/ retenPon rates

!   Support team Reduced Pme to resolve Pckets, boosPng customer saPsfacPon

! Dev team de-‐bugging, monitoring API for performance metrics and server uPlizaPon


Beier Intelligence of Web-‐based Services

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Arer 6 months of effort with other products, only Splunk gave us the business reports about our web-‐based digital assets that we needed.

•  Programming popularity •  RoyalPes •  Abandonment rates

•  Views by player •  Errors

Sondra Russell Online Metrics Analyst

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Other OpportuniPes


Capacity Planning

!   Leverage data in Splunk to extract key metrics: –  Response Pme, applicaPon CPU, database CPU, Storage –  Top URL requests and API methods including growth/trends –  Key Performance Indictors help drive business decisions about hardware

changes, provisioning and change management

!   What else would a business person see in this data? –  Customer trends/paierns? –  Cost savings from fewer outages and reduced hardware spend?


Product Usage Metrics

•  Who is using a parPcular feature? •  How oren is that feature ge|ng used? •  Graphs and reports illustrate usage trends •  Helps to refine features, drive enhanced user experience •  Dashboards show trending and baseline vs. changes when new features launch

•  Who might like this in MarkePng? Who else?


TransacPon Tracking and Monitoring

!   Legacy system integraPon !   No code changes !   Remove producPon access !   Span silos of data in one step – real visibility !   Move from reacPve to proacPve support !   Head off customer impact !   End-‐to-‐end tracking and trending = real SLAs !   What else could you do?


Big Data

!   How much data? Diversity? Velocity? !   What quesPons are you asking of you Big Data? !   Who needs to ask the quesPons and see the answers? !   How fast do you need answers? !   Real Pme vs batch !   Minutes vs. months !   Do you need to share results? IT/LOB/Management? !   How do you want to visualize your data?

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When the size of the data becomes part of the problem – how big is big?

Now you…


Food for Thought—Value to Your Business?

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Which bank tellers are processing their own transacPons

Who is using borrowed (or stolen) network access credenPals

What is the definiPve record of trades made by this client

Who are my highest $ customers; what is their service quality

Why is my company website experiencing random failures

What's the cost of downPme/month due to cleaning infected hosts

What's the monthly cost of inappropriate viewing of paPent data


IdenPfy Key Stakeholders with Valuable Data What’s Important? !   TransacPons? !   Website data? !   Call detail records? !   RFID? !   SCADA? !   Email? !   Customer data? !   Pricing informaPon?

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What QuesPons Should We Ask?

!   BRAINSTORM!

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Can we Connect any Dots

!   Map Business Problems to data/ IT tools to deliver answers

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Challenges Convincing the Business

!   Logs hold that relevant data to drive business decisions !   Logging=Accountability

–  Visibility into who’s doing what, when –  Ignorance isn’t bliss?

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And remember, it’s not just the data

!   …it’s also the format

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Raw data vs. Heat maps


Ge|ng Promoted with Splunk

!   Prove credibility by solving baseline challenges (upPme, deliverability, transacPon complePon)

!   Deliver new value to business (via mechanisms previously discussed)

!   Get your promoPon J !   Who’s done it already?

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The Path to Business Enlightenment

!   Understand How IT and the Business Connect –  Increase your Value to the organizaPon –  See the BIG picture about how your company works –  Show your business the value you already have uncovered in your data

!   Market, Market, Market –  Market the value your data delivers –  PercepPon=Reality –  If no one knows you can save the world (or just the business), you’ll never

have the chance

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Other Tools

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5 Customers Saving Nearly $30M with Splunk

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ROI Calculator

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Splunk Valuecheck

!   Ensure your architecture is supportable, maintainable and upgradable

!   IdenPfy performance issues and risks !   Transfer Knowledge on improving your Splunk processes

–  Onboarding –  OperaPng

!   OpPmize your volume consumpPon !   Benchmark your Splunk maturity

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What is the benefit to you?


!   90+ sessions : Splunk Answers Lab : SoluPons Lab : Keynote Sessions : More!

!   Present your Splunk Success Story, get half off the conference fee: hip://www.splunk.com/goto/confpapers


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the Community hip://splunk-‐base.splunk.com/apps/

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year long! [email protected]

Thank You