Splunk: How Vodafone established Operational Analytics in a Hybrid Environment

1. Operational Analytics in a hybrid environment Stefan Ciobanu 22 November 2022

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5. Operational Analytics in a hybrid environment Stefan Ciobanu 22 November 2022

6. C2 General Our new positioning – Together We Can – reflects our belief that, when working together, humanity and technology can find the answers and create a better future for all. 6 We are known for our technology, but the truth is, it is humanity that drives our business forward. That is why we have been asking ourselves some big questions:

7. C2 General 7 About the department | Technology_VOIS 130 Petabytes Data Storage +1,600 Applications Operated +40k Managed Servers 4,000+ Development FTE +160k/month Test Cases +1k Security devices managed globally +14,000 FTEs +300k/month tickets 225k/month Service Desk Contacts +5k Security events of interest triaged / month 2k+ Users Ops Analytics Platform 46k chats / month handled by Tobi Mission: Deliver world class IT services focused on speed, scale, efficiency and value to our stakeholders by creating culture of spirit and purpose, build future ready workforce and leverage technology to differentiate Vodafone at the marketplace Vision: to be the trusted partner of choice across Vodafone for technology services - breaking silos & transforming into true shared services model

8. C2 General 8 The Challenge | The Evolving IT Operating Model Data Driven Feedback Loop ( Leverage Operational Analytics Platform) Security & Privacy (by Design)

9. C2 General 9 The End Goal | Evolve on the analytics maturity model Observe (Monitor) Augment & Accelerate Failure Prediction Automated Diagnostics & Resolution Descriptive What has happened? Data Diagnostic Why did it happen? Pattern Predictive What will happen? Predict Prescriptive What should I do? Zero-Touch Operations  Service Operations Dashboards  Business Impact Dashboards  Accelerate incident resolution & root cause analysis  Anomaly Detection & Event Correlation  Service Failure Prediction  Automated Ticket Routing  Automated Diagnostic  Autonomics Services Key Service Operations KPI

10. C2 General 10 The Journey | 10 Years of Experience 2012 - 2018 2020 2019 2021 2022 People & Process Architecture Continuously developed the platform into a geo-resilient solution Created the Center of Excellence team that will run the platform Started definition on how a distributed operating model would look Redesigned the whole platform to the make it scalable and to allow it to ingest data external to Vodafone networks Integrated the platform in the ITSM ecosystem Consolidated all major platforms into one & scaled out the COE Developed a standard internal training plan Deployed Splunk ITSI as a Service Initial concept on how a multi- cloud & on- premise Splunk deployment would look Go Live of the hybrid on-prem multi-cloud platform Splunk WLM – fair usage policies applied Standard integration patterns on cloud Automated user onboarding process & standard data onboarding form Passed the 2000 users’/month mark Partnered with Splunk to offer large scale trainings

11. C2 General The Use Case | E2E User Experience Analytics Support & Self Care Sales & Retention Payments & Top Ups Billing & Rating Customer Enablement Services Business Teams Customers API Management OpCo Micro Services Common Micro Services Web Application Server MyVodafone Identity Authentication Layer Content Managemen t Content Product Catalogue BSS & OSS Stack Integration Gateway Service Exposure Gateway Middleware Suite Billing CRM Provisioning IT Operations Teams MyVodafone

12. C2 General Value Gained Business • Full visibility on customer user journeys in order improve processes • Real-time business dashboards to support decision making during major events Operations • Accelerated incident triage and root cause analysis • Anomaly detection for quick interventions • Enabled intelligent automation to achieve zero touch operations Security & Compliance • Achieved GDPR compliance • Consolidated security access logs Real-time Sales Dashboards during Black Friday E2E User Journey on MyVodafone 50% Reduction on MTTR for onboarded platforms 6+ TB on daily ingested data 2000+ Users The go to platform for Security Access logging

13. C2 General 13 Lessons learnt ● Empower the operations team on the platform – they know their data and are the best to leverage it ● Balance between horizontal large-scale onboarding & vertical e2e onboardings ● Standardize and automate everything around the platform ● Let the use cases drive your roadmap and strategy ● Document your success stories as you go

14. C2 General 14 Future Roadmap Simplify the scaling and management of Splunk Splunk Operator The Platform of choice Enterprise Security Grow usecases outside IT Ops Internal CSM Establish internal practices Observabilty Pipelines Move all monitoring into modern observability model

Splunk: How Vodafone established Operational Analytics in a Hybrid Environment

Splunk: How Vodafone established Operational Analytics in a Hybrid Environment

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Splunk: How Vodafone established Operational Analytics in a Hybrid Environment