Copyright**2013*Splunk,*Inc.

Business*Insights*from* Machine*Data*
* 15*May*2013**Presented*by*BPV*

End*User*Demands*Driving*ShiJ*
How&do&we&get&real@0me&insights& into&purchases&online&and&from& new&devices?& How&do&we&drive&product& innova0on&with&insight&into&how& customers&use&our&products?&

Sales&

Products&

Marke0ng&

How&do&we&use&mobile&and&geo& loca0on&data&to&improve&content& mix&for&new&mobile&services?&

Support&

How&do&we&get&be=er&visibility&into& customer&interac0ons&with&online& service&in&real&0me?&

Big*Data*Comes*from*Machines*
Volume**|**Velocity**|**Variety*|*Variability*

MachineSgenerated*data*is*one*of*the* fastest*growing,*most*complex** and*most*valuable*segments*of*big*data*

GPS,* RFID,* Hypervisor,* Web*Servers,* Email,*Messaging* Clickstreams,*Mobile,** Telephony,*IVR,*Databases,* Sensors,*TelemaRcs,*Storage,* Servers,*Security*Devices,*Desktops**

Splunk*Collects*and*Indexes*Any*Machine*Data*
Customer&& Facing&Data&
! ! !

Outside&the& Datacenter&
! ! ! ! !

ClickSstream*data* Shopping*cart*data* Online*transacRon*data* Logles* Congs* Messages* Traps** *Alerts* Metrics* Scripts* Changes* Tickets*

Manufacturing,* logisRcs* CDRs*&*IPDRs* Power*consumpRon* RFID*data* GPS*data*

Windows&
! ! ! !

Linux/Unix&
! ! ! !

Registry* Event*logs* File*system* sysinternals*

ConguraRons* syslog* File*system* ps,*iostat,*top*

Virtualiza0on&& &&Cloud&
! ! !

Applica0ons&
! ! ! !

Databases&
! ! ! !

Networking&
! ! ! !

Hypervisor* Guest*OS,*Apps* Cloud*

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

ConguraRons* Audit/query* logs* Tables* Schemas*

ConguraRons* syslog* SNMP* ne\low*

Insights*Across*Roles*&*Departments*
Execu0ve&Management& Product&Managers& Marke0ng&Managers&

Sales&Opera0ons&

IT&Management&&&Opera0ons&

Customer&Service&&&Support&

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos!
8*out*10*Worlds*Largest*Telcos*Run*Splunk*
Chunghwa*Telecom*

TSMobile*USA***TSSystems*

Strategic*Business*Focus*Areas*for*Telecoms*
Diverse*Business*Processes*Support*End*Customer*Oerings*
RepresentaRve*Business*Processes* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

Customer&In0macy&

Order* Management* Customer* Care* Provisioning*

Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance*

Product&Innova0on&&&Leadership& Opera0onal&Excellence& Cost@op0miza0on&

Billing* CDR* Management*

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

US*Wireless*Provider:*Improving*Order*AcRvaRon*
Using*Splunk*to*Index,*Search*and*Analyze*ApplicaRon*Logs*and*Device*AcRvaRon*Data**
! ! ! !

Splunk&has&taken&our&Mean&Time&To&Iden0fy&(MTTI)& problems&from&3&hours&to&3&minutes&and&problem& resolu0on&down&from&15&hours&to&5&minutes.&

SAN&for&Raw&XML&

Single*view*across*all*smartSphone/cell* ApplicaRon*and*acRvaRon*logs*feed*into*Splunk* acRvaRons* 11&data&centers& Enabling*specic*reporRng*and*metrics*per*device* Applica0on&Servers& 9&business&systems& Eciently*troubleshoot*without*escalaRng* Single*point*for*troubleshooRng*/*root*cause* Network&Management& components& analysis*for*three*screens*services*(cable,* MySQL&database& internet*and*phone)*

Load&balancer"&iPlanet"&Gateway"& SD&

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

BoosRng*Service*Levels*with*Splunk*
Use*Splunk*to*index,*search,*alert*and*analyze*all*SDP*applicaRon,*server*and*network*logs**
! !

Troubleshoot&issues&from*one*place*across*enRre* SDP*environment*dramaRcally*reducing**MTTR* Monitor*for*early*warning*signs*such*as* applicaRon*failures*or*system*limits*being* reached*to*avoid*service*downRme* Protect*sensiRve*data*with*roleSbased*access* controls*and*centralized*management*of*SDP*log* data* Avoid*the*same*issue*occurring*again,*by*saving* and*tagging*it*for*future*observaRon*

All*SDP*logs*feed*into*Splunk*

Using&Splunk,&the&company&maintained&con0nuous&service&up0me&during&the&Beijing&Olympics&

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

Improving*Customer*Service*with*Splunk*
Telco*uses*Splunk*to*index*and*collect*all*applicaRon*server*logs*
!

Consolidate*logs*from*disparate*systems*into*a* single*view,*providing*visibility*across*endStoSend* service*delivery*from*one*place* IteraRve*searches*across*all*machine*data*to* invesRgate,*idenRfy,*and*x*problems** escalaRons*reduced*by*90*percent* RoleSbased*secure*access*to*logs*via*Splunk* ensures*SOX*compliance*

All*applicaRon*server*logs*feed*into*Splunk*
Applica0on&Servers& VASP,&WAP,&Mailing,& ADSL,&E@commerce&
RedHat&Linux&

Centralizing&all&logs&to&both& Splunk&and&cold&database&

Weve&reduced&the&number&of&escalated& incidents&by&90&percent.&Our&0me&to&problem& resolu0on&has&dropped&by&67&percent.&

Support organization logs into Splunk for troubleshooting

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

Wireless*Provider:*Next*GeneraRon*Network*Visibility*
Splunk*to*Track*ConnecRons*from*Customer*Request*to*Content*Delivery*
! ! !

! !

Collect*data*from*all*applicaRons*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* RealSRme*idenRcaRon*of*issues*and*events* Measure*success*of*new*online*services*

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

Content*Provider*Service*Provisioning*
EecRvely*Provision*Content*Across*ApplicaRons*and*Servers*
Opera0ons&Team&
! ! ! ! !

Splunk*collects*data*across*servers*and*applicaRons* Insights*shared*between*operaRons*and*technical* support*teams* Helpdesk*engineers*login*from*a*specic*Splunk* servers*for*troubleshooRng* Correlates*data*across*dierent*data*sources* Accelerates*resoluRon*of*issues*and*improves* customer*saRsfacRon*

Technical&Support&and&Dev&Team&

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

PreSPaid*Billing*and*Account*Insight*
Leading*Asian*Telco*Improved*Visibility*and*TargeRng*with*Splunk*
! !

Business*insight*into*preSpaid*billing*data* IdenRfy*accounts*with*high*preSpaid*balance* Target*for*subscripRon*conversion* Abnormally*high*balance*for*followSup* PreSpaid*account*expiraRon* Target*for*promoRon* Voucher*popularity*analysis* Determine*which*vouchers*are* popular*

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

CDR*Visibility*for*Beoer*Business*Performance*
Leading*US*Wireless*Provider*Using*Splunk*for*CDR*Analysis*
! ! ! !

Analyzes*call*detail*records*(CDRs)*with* taris*from*longSdistance*partners* CDR*volumes*of*over*1*TB*per*days* Accurate*determines*lowest*cost*per* call*desRnaRon* OpRmizes*call*rouRng*based*on*CDR* insight*to*route*call*to*lowest*tari* partner* Improves*protability*through*eecRve* call*rouRng*

Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Across*Diverse*Business*Processes*and*Customer*Oerings*
RepresentaRve*Business*Processes* Order* Management* Customer* Care* Provisioning* Billing* CDR* Management* Service** Assurance* Content*&* Service*Delivery* New*Product* IntroducRon* Network* Management* Security*&* Compliance* Product*&*Services* Internet* Wireless* Digital*TV* Home*Phone* Gaming* Managed* Services*

Improving*Customer*Experience*@*Cricket*
User*authenRcates*&* receives*an*IP*address* (authenRcaRon*log*has* phone*#*/*IP*address)*
MDN*(Phone*#)* IP&Address&

Correlate*Phone*#* (MDN)**and*IP*Address* AcRvity*Tracked*by*IP** S Searches* S Downloads* S Browsing* Key&to&understanding& individual&customer& behavior&&insights&for& support,&IT&and&business&

IP&Address& Content*Search* Browsing* Downloads*

Improving*Customer*Experience*@*Cricket*(conRnued)*
Real@0me&content&analy0cs&
Top*10*customer*searches* Top*song*/*arRst*downloads* Top*played*songs* Top*arRsts*searched*for*

Business&value&

Improve*banner*hit*rates* Delivering*beoer*content* Audit*customer*transacRons*

Taiwan*Telco:*Content*Delivery*and*Web*Analysis*
! !

! ! !

Analyzes*data*across*mobile*and*web*delivery* pla\orms* Insight*into:* Mobile*portal*visits* Most*popular*content* Website*volume*by*Rme* Ad*click*analysis**opRmize*delivery*of*ads* based*on*value* Individual*ad*performance*metrics* Mobile*content*/*portal*usage*by*subscribers*

Machine*Data*Insight*Delivers*CompeRRve*Advantage*
Benets*Gained*by*Splunk*Telco*Customers*
Reduce*Customer* Churn* Ensure*Compliance* MiRgate*Fraud* Deliver*Higher*Prots* Accelerate*InnovaRon* Increase*UpSSell*&* Cross*Sell* Enhance*Security* Improve*Content* Network*Delivery*

Thank*You*

For*any*quesRons*or*further*informaRon,*please*contact* Karl.Jakobsson@bpvsoluRons.com* 0478*180*320*