Splunk® IT Service Intelligence

Use Cases

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ITSI use cases overview

These use cases illustrate real-world examples of using Splunk IT Service Intelligence (ITSI). This section contains information about the example customer that is used in the use cases.

Customer profile

The customer used in these ITSI use cases is a global online marketplace that receives hundreds of thousands or more requests per month.

IT infrastructure

The customer's IT infrastructure is a multi-tier website, which includes:

  • Web tier
  • Mobile tier
  • Middleware tier
  • Database tier

User roles and requirements

The customer's IT organization has the following user roles and requirements:

  • IT oversight: This includes VPs, directors, and managers responsible for ensuring that the IT organization supports the business goals of the online marketplace. These users require an accessible, top-down view that shows the overall health of the IT infrastructure. Glass tables provide this top-down view of overall health.
  • Tier management: This includes administrators responsible for day-to-day maintenance of the website. These users need to monitor website components, receive alerts, and have the capability to analyze and identify root cause when issues occur that might cause a service disruption. Administrators can use the Service Analyzer, deep dives, and Episode Review to accomplish these goals.

Service-level agreement (SLA)

The customer maintains a 99.9% uptime guarantee. This means that over a one month period, the online marketplace website must be available 99.9% of the time (which translates into a maximum allowable downtime of 43.2 minutes per month).

To ensure that the online marketplace website remains available in compliance with the uptime SLA, the IT team must monitor service KPIs, such as response time, CPU load, memory usage, storage and so on. They must also receive alerts and identify root cause when conditions occur that might indicate risk to website availability.

Build a monitoring capability in ITSI

This documentation applies to the following versions of Splunk® IT Service Intelligence: 4.0.0, 4.0.1, 4.0.2, 4.0.3, 4.0.4, 4.1.0, 4.1.1, 4.1.2, 4.1.5, 4.2.0, 4.2.1, 4.2.2, 4.2.3, 4.3.0, 4.3.1, 4.4.0, 4.4.1

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