molina healthcare customer presentation
TRANSCRIPT
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Copyright©2016SplunkInc.
MOLINAHEALTHCAREBenGordonVicePresidentEnterpriseInfrastructureServices
JonHansonAVPEnterpriseInfrastructureServices
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AboutMolinaHealthcare• Fortune500company• Foundedin1980byDavidMolina,MD,stillledbyfamily• CEOJ.MarioMolina,MD,startedoutsweepingfloorsasachild• Providesqualityhealthcaretopeoplereceivinggovernmentaid• Medicaid&StateChildren’sHealthInsuranceProgram(SCHIP)• Providesplansin13states+1U.S.territory,operatesin26states+Washington,D.C.+2USTerritories(PuertoRico,USVI)
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AboutUs/OurTeam
• BenGordon,VicePresidentEnterpriseInfrastructureServices• JonHanson,AVPofEnterpriseandInfrastructureServices
• MainPurpose:Weowndesign,build &engineeringofallinfrastructureplatforms,fromdatabasestothenetwork
• Mainchallenges:keepingupwithgrowth&movingtowardsautomationandself-healing
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Splunk atMolinaHealthcare• SplunkEnterprise&ITSI• 4TBlicense• 98%virtualizedenvironment• 20,000virtualmachines&servers– V-blockshop,hyperconverged&cloud
• In-houseenvironmentduetoPHIdata• Highperformance,highdensityhardwarefromCisco– Expandableplatform,petabyteinaquarterrack
• Primary&secondarydatacenters• 32indexers,6searchheads
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BeforeSplunk• Constantlyconcernedhowtomeasure,monitorand
keepvisibilityaroundourdiverseinfrastructure• Challengedtomanageservicesthatweredistributed,deciding
exactlywhattomonitorandmanage• De-centralizedlogs• Toomanytoolstomanageeffectively• Difficulttotrackdownissues• Lackofcollaboration
“Thechallengeofwhattomanageandmonitorinourdiverse
infrastructureisaneedle-in-a-
haystackproblemthatcouldmoveonadailybasis.”
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ChoosingSplunk• Tryingtosolvetwoproblems:
– Neededarobustloggingtool– Neededacentralaggregationandcorrelationtoolprovidingactionabledatatoourengineersinrealtime
• RealizedSplunkcandoalotmorethantracklogs• Soughtaflexibleplatform,unencumberedbytraditionalsystemcostsandissues
• Conducted“before/after”toolsrationalizationexercisetoconfirmvalue
“ThetruthisSplunkshinedinourbigbake-off.One
advantagewehadwaswehadalreadyusedSplunk&it hadprovenitsvalue.
Wewentwithwhatweknew.It'stried.It'strue.It'sflexible– it’sagreattool.”
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Splunk Benefits• Valueatalllevels,allusers,CEOondown• DramaticallyreducedMTTR(speedofdelivery)>150%• Resolvingissuestakesminutesonaverage,nothours• Retiringold,classicaltoolssavestime&$$• Real-time&historicalinfoimprovesbusinessinsights• Automatedprocessesimproveprocesstimes,outcomes,andcustomersatisfaction(theonlystatthatreallycounts)
“YoucanderivevaluefromSplunkatanylevelofthebusiness,fromtheCEOdowntoanyuserthefirstdaystartingout.”
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Congrats,MolinaEmployees!
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Timetogettowork!
UMK2?
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SplunkVisibility
“AnyonecanjoinMolinaandnowderiveknowledgeandvaluefromSplunkonDay1.”
• Singlepaneofvisibility– Cannowseeendtoendfrombusinessprocesstosupportinginfrastructureandservices
• Nowhaveasmallersetoftoolsandmeanstomanage• Technicalfolksseehowtheireffortsaffectbottomline• Nolimitationtodrillingdownintothedata
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CentralizedLogginginSplunk
“Splunkgivesusthelogs,
centralizesandindexesthemand
allowsustoflexiblyaddinnewsourcesofinformationandtrynewthings–there’srealpower
inthat.”
• Neededareallygood,robustloggingtool• Flexibleplatformadjuststoanytypeofmachinedata• Canaddinnewsourcesofinforapidlyandevaluate• Abletogetrightdownintothelogs– 100%• Unencumberedbytraditionalsystemintegrationandsetupcosts
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MTTR&TroubleshootingGainsinSplunk
“Thisplatformishelpingtheballbouncemuchless—lesshighandlessoften.”
• GettingrighttoolsandvisibilityinplacedramaticallyreducesMTTR>150%
• Resolvingissuestakesminutesonaverage,nothours• Dev,Ops,&Businessstaffsharesameviewandvocab• Speakingsamelanguageisinvaluableintroubleshooting• ViewingKPIsinshareddashboardskeepsfocusonkeyitems• Improvesserviceforendusersandcustomers(internalandexternal)
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HowtoRepresentKeyMetricsinSplunk“Shared
dashboardsthateveryone'slooking
atreallycontributeto
resolutiontimesandmakesurethefocusofalltheteamsareonthemostimportantbusinessitems.”
• Privateandpublicdashboardsautomateprocesses• SinglepaneofglasswithinSplunkITSI
• ViewingKPIsonashareddashboardcontributestoimprovedresolutiontimes
• Customdashboards– Trackstoragecapacity,consumptionandthresholds– Reclamationofstorageonthefloor– AutomationroutinesinSaltStack cleanwastedspace
• LotsofroomtogrowwithintheSplunk ecosystem
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SuccessStory- Splunk&QNXT
“Themethodologytheteamputinplacewasn’ta
bunchofinfrastructurethatOperationsbuiltout.
Thiswasajointeffortbetweenthedevelopmentandinfrastructurecommunity.”
• GainedvisibilityandimmediaterecognitionofQNXT– Whatitis,whereitflows,whatcomprisesitsecosystem– Shattersthelearningcurve,liftsthepeopleupbythebootstraps
• Phenomenalcollaborationindevelopmentcommunity– Everyonein1roomworkingtogetherisapowerfulinstrument– Theyunderstandadjudicationprocesses,queuesandworkflows
• Changedfromthepasttoreal-timeviews• Abletoleveragealltoolsinthetoolbelt
• Causedashiftintheorganizationandthoughtprocess– Focusonbusinessoutcomesfirst– Canseeandunderstanddependenciesandassociations
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Splunk forMetrics,CallCenterMgmt
“Weonlyneedafewtoolstoget95percentofwhatyoureallywant,andthen
Splunk candotherest.”
• Splunk atcenteroftelemetry/metricsaggregationplatform• Focusedonservicesandwatchingwherethemoneyflows
– Monitorinfrastructureandapplicationdependenciesaroundservices
• ITSMcoretovisuallyrepresentingourprocesses• Trackingcallcenterinformation
– BuildingourowndashboardsinSplunk– Savesmoney(millions)vscompetitortools– Co-innovatingwith80%ofteamsunderstandingdatasets– SupportsCiscoTACpartnership
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Splunk UseCases
CallCenterManagement
BusinessIntelligence&Visibility
Dashboards
CentralLogging
MTTR,CustomerServiceandTroubleshooting
ApplicationMgmt (QNXT)
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Users• Infrastructureteam• IT• Operations• Developers• Business• OtherSupportstaff• Partners(Cisco)
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Splunk Tips&Tricks….• Oneofthefewtoolsthathasvalueforanyuserandlevelinthebusiness• Understandwhatoutcomesyouwantandwhatyouneedtogetthere
• MakeuseofProfessionalServices
• Tounlockvalue,committoputtinginformationinandleveragingtheSplunkplatformtogetthedesiredresultsout
• Re-examineallofyourtoolsandaskyourselvesifthetoolisfitforitspurposeandaretheyrobustandflexibleenough?
• Getridofoldtoolsrequiringmanualeffortandleveragesmarttoolsthatintegrategracefullytogether—otherwise,you'llnevergetyourhandsaroundtheITbeast
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Splunking Ahead….• Incorporatesecurityvisibilityintotheplatform• Incorporatemoreanddifferenttoolsintothetool• NewdatamodelswithCisco• IntroduceCiscoTACintoITSI• Increasinglyleverageplatformtobeproactiveandresponsive
– Continuouslyimprovecustomerexperienceandprocesses
• Lookatlong-termtrends
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ThankYou