Splunk> - magellan netzwerke GmbH · 2015-07-08 · Splunk> Juergen Magiera jmagiera@splunk.com ....

Splunk> Juergen Magiera jmagiera@splunk.com

Agenda

Telco‘s?

Wer ist Splunk?

Warum Splunk?

Was ist Splunk?

Beispiele

Telco’s

Die Herausforderung

“Um mit den steigenden Datenmengen fertig zu werden, müssen die Telekom-Unternehmen in Deutschland noch

50 Milliarden Euro

investieren”

Zitat: aus SZ; René Obermann, Vorstand Deutsche Telekom

Fokus Bereiche Telco’s

Kunden-Nähe

Neue innovative Produkte

Operational Excellence

Kosten-Optimierung

Order Management

Customer Care

Provisioning

Service Assurance

Content & Service Delivery

New Product Introduction

Billing Network

Management

Verschiedene Business Prozesses fuer Endkunden Angebote

CDR Management

Security & Compliance

Internet

Wireless

Digital TV

Home Phone

Verwendetete Business Prozesse Produkte &

Services

Gaming

Managed Services

Prozesse und Services basieren auf IT Systemen

Order Placement

Order Confirmation

Credit Check

Service Request Creation

Network Equipment

Configuration

Inventory Check

Beispiel Order Management Process

Hardware Networking Applikationen Data

Warehouse Middleware Endgeräte

Diverse IT Systeme / Support / Order Management

Durchgängige Sichtbarkeit – eine Herausforderung

Hardware Networking Applikationen Data

Warehouse Middleware Devices

IT Systems Supporting Order Management

Search & Identify

Monitor Systems

Operational Visibility

Business Insights

• Was verursacht Verzögerungen im Bestellprozess?

• Wie lange braucht der Bestellvorgang?

• Können wir proaktiv ein Problem erkennen?

• Wie viele Bestellungen kommen momentan herein?

• Wie viele Bestellungen wurden abgebrochen und an

welcher Stelle?

Daten sind überall

Configs Messages Traps Metrics Scripts Changes Tickets

Windows • Registry • Event logs • Filesystem • sysinternals

Linux/Unix • Configurations • Syslog • Filesystem • ps, iostat, top

Virtualization • Hypervisor • Guest OS • Guest Apps

Applications • Web logs • Log4J, JMS, JMX • .NET events • Code and scripts

Databases • Configurations • Audit/query logs • Tables • Schemas

Networking • Configurations • Syslog • SNMP • netflow

Customer Data • Click-stream • Shopping cart • Online transaction

External • Call Detail Records • MMS / SMS • GPS • Logistics

Warum Splunk?

Splunk’s Mission

Maschinendaten sammeln, indexieren und effektiv nutzen

Problemen, Risiken und Chancen identifizieren

Bessere Entscheidungen für IT und Business ermöglichen

einheitliche Anforderung – unterschiedliche Lösungen…

Applikations Databases Machines Network/Devices Client/Desktop Web

App Management DB Management Systems Management Network Management Analytics

Unterschiedlichste Monitoring- und Analysewerkzeuge

…eine Lösung die Ihre Daten korreliert…

Applikations Databases Machines Network/Devices Client/Desktop Web

App Management DB Management Systems Management Network Management Analytics

Logfiles Configs Messages Traps Alerts

Metrics Scripts Tickets Changes

• Registry • Event logs • File system • sysinternals

Windows

• Configurations • syslog • File system • ps, iostat, top

Linux/Unix

• Hypervisor • Guest OS, Apps • Cloud

Virtualization & Cloud

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

Applications

• Configurations • Audit/query logs • Tables • Schemas

Databases

• Configurations • syslog • SNMP • netflow

Networking

• Click-stream data • Shopping cart data • Online transaction

Customer Facing Data

Outside the Datacenter

• Manufacturing, logistics…

• CDRs & IPDRs • Power consumption • RFID data • GPS data

Kein Schema Keine Adapter keine Datenbank

Splunk: Engine for Machine Data

Events Anruf Beschwerde

ZEIT t0

Root-Cause??

Tel/Mail User

Security

Systeme

Prinzip Event-Management

Events Anruf Beschwer

ZEIT t0

Root-Cause??

Tel/Mail User

Security

Systeme

Speicher

Status-Werte

Mess-Werte

Log-Informationen

Service-Nachrichten

Datenpakete

Flow-Records

KPI-Ergebnisse

Jegliche Maschinendaten

WAS soll/kann gespeichert werden ?

Was ist Splunk?

Was ist Splunk nun genau?

“Google” für Ihre relevanten Daten

Splunk bietet Transparenz & Erkenntnisse über alle betrieblichen Prozessen (IT+Business) hinweg in Echtzeit

Software –Download und Installation in 5 Min.

Splunk liefert in Ihrer gesamten (IT-)Infrastruktur für vielfältige Zwecke einen signifikanten Mehrwert

Zentralisiert Daten aus allen Systemen

Indexing/Search Server

Splunk Forwarders

Universal Forwarder sendet Daten in Splunk

von entfernten Systemen

Verbraucht minimale Systemressourcen

(1%-2%)

Liefert sichere, verteilte, und universelle Daten

von tausenden Endpunkten

Skaliert auf TB’ pro Tag und tausende Anwender

Automatisiertes Load-Balancing skaliert Indexierung linear

Verteilte Suchen und MapReduce skalieren Suchen und Berichte linear

Splunk – Der Ablauf

Liefert Operational Intelligenz

Drei wichtigsten Fähigkeiten

Single Data Store Single UI Übergreifend

• Data drilldown

• “Nadel im Heuhaufen”

• Root Cause Analyse/Troubleshooting

• Incident Investigation

• Live Dashboards • Event Korrelation • Monitoring und Alerting • Performance Probleme • Transaktions-Levels • SLA Tracking

• Baseline und Thresholds

• Trending

• Operational Insights

• Historical Patterns

• Compliance Reporting

Suchen/Navigieren Echtzeit Sichtbarkeit Historische Analysen

splunk> Beispiele aus dem Carrier-Umfeld

Splunk: Operational Intelligence für Telcos

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

Beispiele aus diversen Geschäftsprozesse und Kunden Lösungen

CDR Management

Internet

Wireless

Digital TV

Home Phone

Representative Business Processe Produkte &

Services

Gaming

Managed Services

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Representative Business Processes Product &

Services

Gaming

Managed Services

US Wireless Provider: Improving Order Activation

Application and activation logs feed into Splunk Single view across all smart-phone/cell activations

Enabling specific reporting and metrics per device

Efficiently troubleshoot without escalating

Single point for troubleshooting / root cause analysis for “three screens” services (cable, internet and phone)

Using Splunk to Index, Search and Analyze Application Logs and Device Activation Data

“Splunk has taken our Mean Time To Identify

(MTTI) problems from 3 hours to 3 minutes and

problem resolution down from 15 hours to 5

minutes.”

Application Servers—

9 business systems

11 data centers

database

Network

Management

components

Load balancer iPlanet Gateway SD

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Improving Customer Service with Splunk

All application server logs feed into Splunk Consolidate logs from disparate systems into a single view, providing visibility across end-to-end service delivery from one place

Iterative searches across all machine data to investigate, identify, and fix problems —

escalations reduced by 90 percent

Role-based secure access to logs via Splunk ensures SOX compliance

Use Splunk to index and collect all application server logs

“We’ve reduced the number of escalated

incidents by 90 percent. Our time to problem

resolution has dropped by 67 percent.”

RedHat Linux Application Servers—

VASP, WAP, Mailing,

ADSL, E-commerce

Centralizing all logs to both

Splunk and cold database

Support organization logs into

Splunk for troubleshooting

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Wireless Provider: Next Generation Network Visibility

Collect data from all applications and devices

Allows for complete monitoring on NGCDN

Enables view of any metrics including:

– VOD downloads

– Live streaming requests

– Cache usage per state / Cache contents

Real-time identification of issues and events

Measure success of new online services

Splunk to Track Connections from Customer Request to Content Delivery

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Content Provider Service Provisioning

Splunk collects data across servers and

applications

Insights shared between operations and

technical support teams

Helpdesk engineers login from a specific Splunk

servers for troubleshooting

Correlates data across different data sources

Accelerates resolution of issues and improves

customer satisfaction

Operations Team

Technical Support and Dev Team

Effectively Provision Content Across Applications and Servers

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Pre-Paid Billing and Account Insight

Leading Asian Telco Improved Visibility and Targeting with Splunk

Business insight into pre-paid billing data

Identify accounts with high pre-paid balance

– Target for subscription conversion

– Abnormally high balance for follow-up

Pre-paid account expiration

– Target for promotion

Voucher popularity analysis

– Determine which vouchers are popular

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

SaskTel: Effectively Managing Network Fraud

Jerrad DeBolt Technical Analyst

Provided fast visibility of network

abusers in one dashboard

Correlated subscriber usage logs,

literally millions of lines long

spanning multiple systems

Created centralized data engine for

gathering business and IT

operational intelligence

“Splunk is the one place we go to find our heaviest ‘users’ and

heaviest ‘abusers’. Within the first month we terminated

enough rate plan abusers to pay for Splunk.”

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Splunk for MMS Record Analysis and Insight

Analyzes MMS records across the delivery

network

MMS delivery investigation

– End-to-end visibility into process

– Quick access to customer info /

transactions

– Rapidly identify issues / faster resolution

MMS Performance – Transaction volumes

by MMS Type

Mobile WAP Usage Patterns

– Most popular sites

– Average web server response time

CDR Visibility for Better Business Performance

Analyzes call detail records (CDRs) with

tariffs from long-distance partners

CDR volumes of over 1 TB per days

Accurate determines lowest cost per call

destination

Optimizes call routing based on CDR

insight to route call to lowest tariff partner

Improves profitability through effective call

routing

Leading US Wireless Provider Using Splunk for CDR Analysis

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Ensuring PCI Compliance with Splunk

PCI: a Path to Process Enhancements

Meet PCI Section 10 requirements:

Track and monitor all access to network resources

and cardholder data

Tracking more than 26 applications; ~1000

servers; 70+ users of Splunk

Better security: roles set up for managers on each

of these 26 teams

Scales with growing in-scope data

Use Splunk to Index, Collect, Search and Report on all In-Scope PCI Data

PCI Compliance

Unified Logging

Enhanced Security

Help Desk

Better BI “Gaining visibility of all our machine data can

truly give us the insight we need to run a more

secure and effective business.”

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Services

Gaming

Managed Services

Taiwan Telco: Content Delivery and Web Analysis

Analyzes data across mobile and web

delivery platforms

Insight into: – Mobile portal visits – Most popular content – Website volume by time

Ad click analysis – optimize delivery of

ads based on value

Individual ad performance metrics

Mobile content / portal usage by

subscribers

Order Management

Customer Care

Provisioning

Service Assurance

Billing Network

Management

CDR Management

Internet

Wireless

Digital TV

Home Phone

Relevante Business-Prozesse Produkte &

Services

Gaming

Managed Services

Enabling the Mobile Gaming Platform

Splunk Delivers Insight Across the Mobile Gaming Platform to Drive Revenues

Understand game operations status

– Which games are performing well

– Which games are being played

– What is causing issues?

Get visibility into games statistics

– Games being played the most

– Games being purchased the most

– Handset use for different games

Fine tune platform to drive higher

revenues and deliver a better customer

experience

Durchgängig flexibel Schnelle Ergebnisse

Splunk: The Engine for Machine Data

Alle Daten

• Jedes Format, von jeder Quelle

• Daten bleiben zu 100% über Monate/Jahre erhalten

• Durchgängiges Daten Management

• Unterstützt Analyse, Reporting und

Monitoring “über IT Silos” hinweg

• Sehr flexibles Dashboards zeigt

jeden Blickwinkel fuer jeden User

• “Adapts to change”—Schema-on-

the-fly Design unterstützt neue und

unerwartete Daten

• Installation in Minuten

• Kann einfach wachsen—vom Laptop bis zum Datacenter

• Mehrwert in Wochen, nicht Monaten oder Jahre

Zusammenfassung

Live Demo

Fragen?

Splunk> - magellan netzwerke GmbH · 2015-07-08 · Splunk> Juergen Magiera jmagiera@splunk.com ....

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