A very quick implementation and quick returns
June 20, 2022

A very quick implementation and quick returns

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Splunk IT Service Intelligence (ITSI)

We deployed Splunk IT Service Intelligence for our Enterprise Control Center to manage major incidents. We do use it for event analytics and service monitoring.

Pros

  • Seeing all events in one place.
  • Provides dashboards, content packs for major technologies
  • event correlation algorithms

Cons

  • Episodes
  • KPI settings
  • SAML authentication
  • We are aiming reduced outages and speedy recovery from major incidents.
  • In long run we hope to save from tool decommissioning.
  • It should also help to reduce labour burn off from major incidents
Integration is much easier with Splunk. The dashboards and content packs are given, with minor work they can be customized for different integrations. Splunk has a big community of support. We would spend much longer time and money using other tools given that in eight months' time we went into full production. Also finding Splunk SMEs are easier than engaging ServiceNow consultants.
We managed to bring all major events and data in one place in eight months, this is around 15 integrations/normalizations. Seeing all events in one tool brings technical teams from different silos together and encourages collaborative work.
We haven't used many ML algorithms yet, planned for the next phase. Although we can get up to 20 minutes of predicted service health I don't think this may be accurate as it assumes no other change in the environment when change is constant.
Our goals are to reduce MTTD, and MTTR. ITSI will help to achieve service targets in Phase2/3 of the project.

Do you think Splunk IT Service Intelligence (ITSI) delivers good value for the price?

Yes

Are you happy with Splunk IT Service Intelligence (ITSI)'s feature set?

Yes

Did Splunk IT Service Intelligence (ITSI) live up to sales and marketing promises?

No

Did implementation of Splunk IT Service Intelligence (ITSI) go as expected?

Yes

Would you buy Splunk IT Service Intelligence (ITSI) again?

Yes

If the operating environment is simple with well-known tools and technologies using Splunk IT Service Intelligence is simpler. However, if the environment is complex with many homegrown tools, scripts, and multiple partners the data normalization and creation of glass tables can be challenging. If application service monitoring is to be used application support is essential as Splunk IT Service Intelligence itself has no means to understand flows, logic, and relationships.

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