Making our Customer IT Experiences Next-Gen via ITSI
April 05, 2022

Making our Customer IT Experiences Next-Gen via ITSI

Vineet Rawat | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Splunk IT Service Intelligence (ITSI)

We use ITSI along with our proprietary Splunk App for business process observability solution iControl to provide deep down details of business SLA breaches related to IT-related outages ITSI helps us to tie together business insights with IT world in near-real-time and save precious time in finding call to action and precious time to find causes of outages.
  • Episode creation.
  • Deep dive view for RCA.
  • Dynamic thresholding.
  • Out of box modules to identify KPI's from RAW Data.
  • Easy integration with Incident Management Tool.
  • Keeping Service Tree Models up to date needs lots of work.
  • Modules to discover service dependency from Standard CMDB such as ServiceNow & others.
  • System friendly in terms of hardware needs for large-scale deployments.
  • Effective & super quick contributor to Problem Management.
  • Predictive alerts have been helping Operations team to quickly identify issues & address them before they can impact the business.
  • Improvement in CSAT.
Also BMC BPPM, SolarWinds.

ITSI proved to be better in terms of ease of deployment, time to value, ease of adaption by operations team. Administration overhead is minimal & integrations with third-party tools are simple because of availability of free add-ons to talk to any technology on Splunkbase.
Quicker identification of complex problems flexibility to configure thresholds based on business goals & outcomes. Out of box capability to perform NLP while configuring alert aggregation policy.
Very fundamental impact was that the operations team started believing that they could use machine learning concepts especially outage prediction without learning the complexities of it, it really did wonders to their confidence & very effectively brought down the reoccurring incident volume significantly.
It greatly helped in achieving goals regarding minimal MTTR and providing L3 SME's to focus more on engineering tasks rather than wasting time in investigating noisy incidents repeatedly.

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ITSI is very effective in generating insights from raw data & can quickly provide insights into complex problems with its out of box deep-dive views.

Business Service Monitoring & service dependency is another area where ITSI effortlessly provides framework to map & monitor it.

Surely needs boost in performance section where it runs into frequent problems sighting hardware sizing problems as an excuse. It is happening from far too long across multiple customers.