bpv - splunk for telco
DESCRIPTION
BPV AustraliaTRANSCRIPT
Copyright*©*2013*Splunk,*Inc.*
Business*Insights*from*Machine*Data**15*May*2013*–*Presented*by*BPV*
End*User*Demands*Driving*ShiJ*
Sales& Products&
Marke0ng& Support&
How&do&we&use&mobile&and&geo&loca0on&data&to&improve&content&mix&for&new&mobile&services?&
How&do&we&get&be=er&visibility&into&customer&interac0ons&with&online&service&in&real&0me?&
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?&
Big*Data*Comes*from*Machines*Volume**|**Velocity**|**Variety*|*Variability*
GPS,*RFID,*
Hypervisor,*Web*Servers,*
Email,*Messaging*Clickstreams,*Mobile,**
Telephony,*IVR,*Databases,*Sensors,*TelemaRcs,*Storage,*
Servers,*Security*Devices,*Desktops**
MachineSgenerated*data*is*one*of*the*fastest*growing,*most*complex**
and*most*valuable*segments*of*big*data*
Customer&&Facing&Data&
Outside&the&Datacenter&
Applica0ons&! Web*logs*! Log4J,*JMS,*JMX*! .NET*events*! Code*and*scripts*
Networking&! ConfiguraRons*! syslog*! SNMP*! ne\low*
Databases&! ConfiguraRons*! Audit/query*logs*
! Tables*! Schemas*
Virtualiza0on&&&&Cloud&! Hypervisor*! Guest*OS,*Apps*! Cloud*
Linux/Unix&! ConfiguraRons*! syslog*! File*system*! ps,*iostat,*top*
Windows&! Registry*! Event*logs*! File*system*! sysinternals*
Logfiles* Configs* Messages* Traps***Alerts*
Metrics* Scripts* Tickets*Changes*
! ClickSstream*data*! Shopping*cart*data*! Online*transacRon*data*
! Manufacturing,*logisRcs…*
! CDRs*&*IPDRs*! Power*consumpRon*! RFID*data*! GPS*data*
Splunk*Collects*and*Indexes*Any*Machine*Data*
Insights*Across*Roles*&*Departments*Product&Managers&
Sales&Opera0ons&
Execu0ve&Management&
Customer&Service&&&Support&IT&Management&&&Opera0ons&
Marke0ng&Managers&
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos!8*out*10*World’s*Largest*Telcos*Run*Splunk*
Chunghwa*Telecom*
TSMobile*USA***TSSystems*
Strategic*Business*Focus*Areas*for*Telecoms*
Customer&In0macy&
Product&Innova0on&&&Leadership&
Opera0onal&Excellence&
Cost@op0miza0on&
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Diverse*Business*Processes*Support*End*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
US*Wireless*Provider:*Improving*Order*AcRvaRon*
ApplicaRon*and*acRvaRon*logs*feed*into*Splunk*! Single*view*across*all*smartSphone/cell*acRvaRons*
! Enabling*specific*reporRng*and*metrics*per*device*! Efficiently*troubleshoot*without*escalaRng*! Single*point*for*troubleshooRng*/*root*cause*
analysis*for*“three*screens”*services*(cable,*internet*and*phone)*
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.”&
Applica0on&Servers—&9&business&systems&
11&data¢ers&
SAN&fo
r&Raw
&XML&
MySQL&database&
Network&Management&components&
Load&balancer"&iPlanet"&Gateway"&SD&
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
BoosRng*Service*Levels*with*Splunk*
All*SDP*logs*feed*into*Splunk*! 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*
Use*Splunk*to*index,*search,*alert*and*analyze*all*SDP*applicaRon,*server*and*network*logs**
Using&Splunk,&the&company&maintained&con0nuous&service&up0me&during&the&Beijing&Olympics&
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
Improving*Customer*Service*with*Splunk*
All*applicaRon*server*logs*feed*into*Splunk*! 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*fix*problems*—*escalaRons*reduced*by*90*percent*
! RoleSbased*secure*access*to*logs*via*Splunk*ensures*SOX*compliance*
Telco*uses*Splunk*to*index*and*collect*all*applicaRon*server*logs*
“We’ve&reduced&the&number&of&escalated&incidents&by&90&percent.&Our&0me&to&problem&resolu0on&has&dropped&by&67&percent.”&
RedHat&Linux&Applica0on&Servers—&VASP,&WAP,&Mailing,&ADSL,&E@commerce&
Centralizing&all&logs&to&both&Splunk&and&cold&database&
Support organization logs into Splunk for troubleshooting
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
Wireless*Provider:*Next*GeneraRon*Network*Visibility*
! 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*idenRficaRon*of*issues*and*events*! Measure*success*of*new*online*services*
Splunk*to*Track*ConnecRons*from*Customer*Request*to*Content*Delivery*
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
Content*Provider*Service*Provisioning*
! Splunk*collects*data*across*servers*and*applicaRons*
! Insights*shared*between*operaRons*and*technical*support*teams*
! Helpdesk*engineers*login*from*a*specific*Splunk*servers*for*troubleshooRng*
! Correlates*data*across*different*data*sources*
! Accelerates*resoluRon*of*issues*and*improves*customer*saRsfacRon*
Opera0ons&Team&
Technical&Support&and&Dev&Team&
EffecRvely*Provision*Content*Across*ApplicaRons*and*Servers*
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
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*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
CDR*Visibility*for*Beoer*Business*Performance*
! Analyzes*call*detail*records*(CDRs)*with*tariffs*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*tariff*partner*
! Improves*profitability*through*effecRve*call*rouRng*
Leading*US*Wireless*Provider*Using*Splunk*for*CDR*Analysis*
Splunk*Delivers*OperaRonal*Intelligence*to*Telcos*
Order*Management*
Customer*Care*
Provisioning*
Service**Assurance*
Content*&*Service*Delivery*
New*Product*IntroducRon*
Billing* Network*Management*
Across*Diverse*Business*Processes*and*Customer*Offerings*
CDR*Management*
Security*&*Compliance*
Internet*
Wireless*
Digital*TV*
Home*Phone*
RepresentaRve*Business*Processes*Product*&*Services*
Gaming*
Managed*Services*
Improving*Customer*Experience*@*Cricket*
User*authenRcates*&*receives*an*IP*address*(authenRcaRon*log*has*phone*#*/*IP*address)*
AcRvity*Tracked*by*IP**S Searches*S Downloads*S Browsing*
MDN*(Phone*#)*IP&Address&
IP&Address&Content*Search*Browsing*Downloads*
Correlate*Phone*#*(MDN)**and*IP*Address*
Key&to&understanding&individual&customer&behavior&–&insights&for&support,&IT&and&business&
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*Benefits*Gained*by*Splunk*Telco*Customers*
Reduce*Customer*Churn* Accelerate*InnovaRon*
MiRgate*Fraud* Enhance*Security*
Ensure*Compliance* Increase*UpSSell*&*Cross*Sell*
Deliver*Higher*Profits* Improve*Content*Network*Delivery*
