Splunk ITSI (IT Service Intelligence) Reviews

I use ITSI for different companies but with the same objective: to correlate alerts from different sources and assess them according to multiple frameworks. For example, I can combine the alerts from different sources into a single episode. The analyst can resolve the issue without looking in multiple places to get the necessary information.

ITSI was initially challenging, but you can pick it up quickly once you understand the concept. It also depends on the goal. Combining different sources into episodes is one thing, but integrating ITSI with automation or other ITSM solutions may take longer. 

The solution has a forecasting module. You must have a good infrastructure because AI takes a lot of processing, but it works well. Based on previous data, you can assess it in 30 minutes or so. Having that predictive ability is a lifesaver. 

It can streamline incident management. ITSI has a feature called Teams that lets you control access to different services to control which teams are responsible. You can control permissions and everything else. Everyone is assigned to a team with a unique experience while using the frame of the platform.

ITSI has a feature called NetFlow. It depends on what you plug into it, but in my use case, we usually click alerts before they become incidents and measure how many alerts become incidents to get an idea of how much it's helping to resolve things before they turn into incidents and have an impact. 

It has helped to reduce alert noise because we can group alerts from different sources into one ITSM ticket with information from various sources. This helps our team resolve the issue because they only need to look at a single ticket instead of opening multiple ITSMs to gather all the necessary information to assess the problem.

The amount of alert noise reduced depends on the maturity of the environment. When you set up rules to aggregate events, you have to know some information about those events, like the team that created them, the system they belong to, the impact, and whether they're infrastructure, a service, or an application. If you have those all set up, it could be a 75 percent noise reduction.

ITSI reduced our meantime to detection because ITSI is plugged into each search, and as soon as an event is detected, it's processed and sent to the responsible team. It has helped us to detect issues and resolve them faster so we can provide more information upfront to IT.

It helps the IT team resolve things faster, but it depends on the information that ITSI is grouping. If you have enough information to find the root cause, it can help to resolve everything quicker. For example, let's say an analyst is looking at five impacted services, but one of them is the root cause. If we can provide that information upfront to the analyst, he can resolve the issue much faster because he doesn't have to look at each separately to assess the cause. 

ITSI has helped us automate some tasks. Many issues aren't easily solved. You must have good communication with the team and analysts to see the steps they take to resolve something, but it can tackle the most common issues and free up time. But you must be careful not to automate something a developer should fix. Automation helps a lot, but you can't automate everything. 

What I like the most is the event correlations. It's a file structure, and ITSI has a correlation layer where you can normalize the events from different sources. Once these events are normalized, you set up rules to aggregate them into different or the same attributes. After the rules are defined, you can automate the process to solve the issue automatically. 

Generally, the visibility is decent, but you need to set it up properly to have good visibility in a way that makes sense to see the issues you need to see. In ITSI, you have the concept of services and a service tree. If it's set up correctly, it can help you find the root cause of a problem. You need someone who understands ITSI and your business. 

One thing ITSI could improve on is the maintenance windows. I have a huge case where I had to implement something related to the maintenance window. If you try to look up the issues in ITSI, you have to check the incidents individually, and putting hundreds of hosts in maintenance can be a hindrance. 

I have used Splunk ITSI for four years.

I rate ITSI nine out of 10. I've had issues before, but they are usually caused by the configuration or infrastructure. You have to be careful when deploying Splunk across your infrastructure. 

ITSI is scalable, but its engine is somewhat of a weakness. The engine runs on one machine, but ITSI is scalable because even though the engine runs on one machine, it assigns processes to other machines to work on. You can do well with ITSI horizontally, but sometimes, you need to think vertically because the processing takes some memory.

I rate Splunk support seven out of 10. Like any support, how fast they respond depends on the priority. Overall, they've helped a lot and were willing to enter a call to see the environment and the issues themselves. I would say do a good job overall.

Neutral

The complexity depends on your infrastructure. It's a lot easier if you have a single instance, but deploying on a cluster requires a little care. The package formats are specific to the roles of your cluster. We have to be careful with that. It's not too difficult. You can set it up in a day or two if you read the documentation. 

One person can set it up, depending on the size of the cluster. For example, if it only has two machines, one person can do it easily. You can set up a batch script to accelerate the installation. If you have that setup, you can do it easily in a day with one person. If you don't have that, it could take up to two days if you don't have much experience with ITSI.

I rate Splunk ITSI eight out of 10. I would recommend Splunk ITSI, depending on the company's context. If the ITSM solution they have serves them well, I don't think it's necessary to switch to ITSI because it's costly. I would only recommend it to someone who knows they will get a return and have the capital to invest. Small companies probably have a bit of difficulty using ITSI. If you're a big company having issues, ITSI can help you out. 

I recommend new users read the documentation carefully and watch a few videos on it. The first thing is to wrap your head around the concept. If you try to speculate at once without understanding a few things, it could be a lot more difficult. It's helpful if they stop and read the documentation to understand each piece.

I use the solution in my company for event management and areas consisting of episodes.

Splunk ITSI (IT Service Intelligence) has helped our organization correlate events into episodes.

The most valuable feature of the solution is event analytics, and it is because that was our core function when we moved from NOC to IBM Netcool Network Management and then from IBM Netcool Network Management to Splunk ITSI (IT Service Intelligence).

The main benefit I have experienced from using Splunk ITSI is that it has been helpful to have one consolidated tool.

My organization monitors multiple cloud environments using the product. In terms of the ease or difficulty one may have when trying to monitor multiple cloud environments, it is tricky. You have to learn and test things out.

It is important for our organization that Splunk ITSI (IT Service Intelligence) provides visibility into our cloud-native environment, but I would say that it is done in the dev and production environments.

Splunk ITSI (IT Service Intelligence) has helped us with the organization's business resilience. My impression of Splunk's ability to predict, identify, and solve problems in real-time, is that with the new AI feature set coming in, users can apply that logic to the episodes.

I have experienced cost efficiencies by switching to Splunk ITSI (IT Service Intelligence). The doc suggests that too has one pane of glass to go into the system and do automation straight from one page because they get hit with thousands of alerts and alarms every day, and we try to correlate that to a simplistic event.

I have experienced time to value using Splunk ITSI (IT Service Intelligence) over a couple of months.

Splunk's unified platform helps consolidate networking and IT observability tools but not security because our company is not in that space. The consolidation of tools impacts our organization since I feel it is easier to have fewer tools than more.

The dashboard function inside the individual episodes, not at the ITSI Notable Event Aggregation Policy level but actually at the correlation search layer, is an area where improvements are required.

In the next release of the tool, the product should offer a dashboard ID in the correlation search.

I have been using Splunk ITSI (IT Service Intelligence) for five years.

In the early days, the Java-based engine was kinda buggy, and some of the interfaces for Splunk ITSI (IT Service Intelligence) and event analytics needed to feel new and not outdated. It still kinda feels outdated, and I feel like Splunk hasn't really put a lot of thought into such a specific area in the last few years.

The solution's scalability is fine.

The solution's technical support team is okay. For most of the stuff I escalate, I have to always wait for a response from tier-two or tier-three level support.

I am used to solving stuff myself and providing a lot of debugging as to what tier-one or tier-two level support would do, and by the time I get to the aforementioned spot, I see that I have to wait and explain a lot of cycles because I am doing the same research as level one or level two support. I rate the technical support a five out of ten.

Neutral

I have experience with Tivoli Netcool, which is a legacy event system from IBM that has the same or similar approach as Splunk ITSI (IT Service Intelligence). I saw that Splunk ITSI (IT Service Intelligence) provides the same features as Tivoli Netcool.

When it came to the deployment part, Splunk's professional services did not know much of what our company needed, considering the level that we were expecting from the product. I come from a telco background where the company used to deal with 1,00,000 alarms a day, and event analytics wasn't something that was really built for it in the beginning when I first deployed it. There were a lot of learning curves that I had to go through to deal with the tool. As I continued to grow with the product, I started pitching probably around 20 ideas at a time to the team, and a lot of my ideas actually made it to Splunk's GA launches. I worked with Isha, Ross Wilkinson, and another person who was right in the middle between them. Though I had spoken to the senior VP of a particular sector and pitched the idea of using Fandom for IT automation, it eventually died out.

The solution is deployed on an on-premises model. I use the cloud services from AWS.

Splunk directly helped with the product's deployment.

I have experienced an ROI using the tool, considering the efficiency it offers so that we do not have to take care of certain functions.

Pricing was pretty good, and it is possible to just add on the features we want.

I considered Resolve systems for automation and a tool named Moogsoft. Moogsoft has a lot better visual capabilities and looks better than Splunk ITSI (IT Service Intelligence) when it comes to event analytics. I am hoping that with a better dashboard, Splunk ITSI (IT Service Intelligence) can build a better UI layer.

I feel like there is a lot more that can be done in the tool, but I don't know if it is going to be a dying product or if Splunk Observability will try to take over some of the core functions of Splunk ITSI (IT Service Intelligence).

I rate the solution a seven out of ten.

We use Splunk ITSI to collect the infrastructure metrics and visualize them.

Splunk ITSI provides end-to-end visibility into your IT environment. It displays key performance indicators for various services. If a KPI is red, indicating an issue, clicking on the corresponding service will take you to the server for further investigation. Splunk ITSI can also automatically trigger incidents for critical issues, allowing your support team to resolve them quickly.

It has significantly improved our incident management process. Previously, we relied solely on a service indicator that simply displayed the service status. If the indicator turned red, we would then manually create an incident report. Now, we've implemented static thresholds that automatically trigger incidents to be added to our queue. This is a major advantage.

Splunk ITSI has reduced our alert noise by 30 percent.

Since implementing Splunk ITSI, we've significantly reduced our mean time to detection. Previously, we relied on receiving incident reports, which caused delays.

Splunk ITSI has reduced our mean time to resolve.

We collect infrastructure metrics from various servers, including Windows Services. One particularly useful feature of Splunk ITSI is the ability to create custom services. This functionality makes it easy to identify specific functions that are malfunctioning or experiencing problems. With this information, we can quickly troubleshoot and fix the issues.

In Splunk ITSI, thresholds automatically trigger incidents when a service value falls below the threshold. This prevents us from automatically triggering alerts for situations where the service value is within the acceptable range. We've identified this as an issue with the ITSI product and are working with Splunk for guidance on how to implement the desired behavior.

While the overall Splunk documentation is detailed, the documentation for specific premium apps, like Splunk ITSI, is more brief.

The technical support has room for improvement.

I have been using Splunk ITSI for one year.

I would rate the stability of Splunk ITSI nine out of ten.

Splunk ITSI is a scalable solution, meaning it can handle increasing amounts of data and users as our needs grow.

We experience occasional delays in receiving solutions from Splunk technical support. Splunk's support for P3 cases seems inadequate, as they frequently switch support personnel. For instance, in a single P3 case, we had three different technical support representatives assigned. We were ultimately forced to escalate the issue to our account manager to get it resolved. In essence, we never receive complete support from a single point of contact; instead, the support team keeps changing, necessitating us to explain the problem from scratch each time.

Neutral

The initial deployment is a straightforward process. However, the time it takes can vary depending on whether we're installing for the first time or performing an upgrade. For a first-time installation, Splunk ITSI typically takes around 30 minutes. Upgrading an existing installation requires additional time to clean up previous configurations; this process usually takes about 40 minutes to complete.

Two people were involved in the deployment.

We are using Splunk Enterprise software. We contacted Splunk to demo ITSI, and we were impressed with its functionality and the included options. Therefore, we decided to try ITSI exclusively and did not evaluate any other vendors.

I would rate Splunk ITSI eight out of ten.

We're currently working on implementing adaptive thresholds. This functionality would analyze service trends over the past seven days automatically set thresholds and generate incidents based on that data. Successfully implementing this would be a significant achievement, but we're encountering some technical challenges. We've opened a support case with Splunk to address these issues, and we're hopeful for a resolution within the next few weeks.

We have around 150 people using Splunk ITSI.

Two people are responsible for the maintenance of Splunk ITSI in our organization.

I would rate the resilience of Splunk ITSI nine out of ten.

In my experience starting my career with Splunk, I haven't encountered any marketing tools that can quite compare. Splunk offers a comprehensive set of features and well-organized documentation. The detailed and clear documentation that Splunk provides is something I particularly appreciate.

I recommend Splunk ITSI.

Splunk ITSI is used to analyze data and create alerts. This helps us to maintain our security best practices.

Our organization was looking for a security monitoring tool. I use Splunk ITSI as a monitoring and security tool. It helps me to protect data and prevent malware and hackers from accessing my environment. Splunk ITSI can be used to protect our role and infrastructure. It can also provide insights into how and what is helpful within our infrastructure.

Splunk ITSI provides great end-to-end visibility into our network environment. It can identify the exact root cause of an issue without any additional troubleshooting on my part.

Predictive analytics is valuable for preventing incidents before they occur because it allows me to see when the data stopped being indexed, which saves me time from having to investigate.

Splunk ITSI makes it easier to secure our entire infrastructure. Before Splunk ITSI, our environment was chaotic.

Splunk ITSI streamlines our incident management by providing a financial report of all applications in our environment.

Splunk ITSI has helped us reduce alert noise. After configuring ITSI, we set certain parameters based on our alerts. These alerts are the conditions that ITSI uses to automatically reduce noise.

Splunk ITSI helps to reduce our mean time to detect by monitoring key performance indicators such as CPU overload and the percentage of use revenue trend. On average the automation has reduced our mean time to detect by five minutes.

Splunk ITSI significantly reduces our mean time to resolve because most of our time was previously spent troubleshooting. With ITSI, we don't have to troubleshoot at all.

Splunk ITSI can help reduce downtime, but the extent of its effectiveness depends on how it is implemented.

Splunk ITSI has a lot of advantages. There are a lot of different aspects when implementing Splunk ITSI in our environment.

Splunk ITSI helps us secure our environment by allowing us to create automatons that run when alerts are triggered. This automation can pass through the CI/CD pipeline tool, which helps to increase security.

The data recovery has room for improvement.

I have been using Splunk ITSI for three years now.

Splunk ITSI can be deployed on-premises or in the cloud. However, we typically deploy it in the cloud because of the available services. These services do require a lot of permissions.

Splunk ITSI is stable.

Splunk ITSI is scalable.

The quality of support depends on the individual use case and how we configure the solution.

Positive

Splunk ITSI can be installed remotely or manually. The deployment time depends on the operating system being used to deploy the solution into the cloud. Once ITSI is deployed, I can perform a ROM test through the CI/CD pipeline.

Splunk ITSI's visibility into our environment provides good value to our organization.

Splunk ITSI is a pay-per-use service that is priced fairly based on the amount of data we use.

I give Splunk ITSI an eight out of ten.

Splunk ITSI is a cheaper and easier-to-use alternative to APM solutions. Unlike APM solutions, Splunk ITSI also helps with application management, memory management, host log volume, and CPU usage.

Our clients vary in size, with some using small amounts of data and others using terabytes of data within Splunk ITSI.

Splunk ITSI maintenance involves updating the software and ensuring that it is compatible with the applications that it will integrate with.

Splunk ITSI is our platform for data ingestion from various sources. We leverage it to manage Kubernetes configurations, licenses, reports, dashboards, and user permissions. Additionally, we utilize ITSI for field extraction and data model retrieval.

We successfully integrated Splunk ITSI with ServiceNow. The integration process was straightforward. We downloaded the Splunk Integration application from the ServiceNow app store and configured the ServiceNow account using the provided URL, username, password, and authentication method.

Splunk ITSI offers end-to-end visibility through a centralized admin console. This console allows us to monitor all aspects of our system, including indexing performance, daily resource usage, CPU utilization, and insights.

Splunk ITSI has helped our organization save time. We saw the benefits within the first three minutes of use.

We saw time to value within minutes of using Splunk ITSI.

The KPS used to automate the integration policy is the most valuable feature of Splunk ITSI.

After upgrading Splunk ITSI from version 4.11 to 4.13, the analyzer stopped finding values for KPS and services. We had to manually deploy a script to resolve this issue.

I have been using Splunk ITSI for three years.

Splunk ITSI is stable.

Splunk ITSI is a resilient solution able to recover quickly.

Splunk ITSI is scalable.

The technical support team is great. They've helped troubleshoot our issues. Once we raise a ticket, we can continue the process using a DLL file.

Positive

The initial deployment is straightforward. The setup is automated.

Five people were required for the deployment.

The implementation was completed in-house.

The licensing is based on data usage.

I would rate Splunk ITSI eight out of ten.

I recommend Splunk ITSI over other APMs because we can monitor everything from a single console.

Splunk ITSI is deployed across multiple locations.

No maintenance is required for Splunk ITSI.

I work for a consulting company that contracts with an organization to provide operation center services. We use Splunk ITSI as one of our key centralized monitoring tools for the organization. Our goal is to collect data from both the organization's centralized database, Spine, and their cloud platforms, such as AWS and Azure, and send it to Splunk for monitoring. Splunk then creates reports, alerts, and dashboards that we use to visualize the data and make the most of it.

ITSI has many benefits, but its visualization for monitoring is particularly great. We have been able to identify notable events that have occurred, track them back through history, and see what data is available for a long period of time. One of the best reasons we use ITSI is because of its indexing system. We can collect data from various sources in different formats and then operate on that data, even though we have different data from AWS and Azure. Splunk does a good job of ensuring that the data is compatible with different reporting methods.

Splunk ITSI has helped us streamline our incident management process. We have a custom configuration that outputs some alerts to Slack and others to email. We package only alerts and episodes, and when an alert is triggered, an email is sent and a ServiceNow incident is raised. This has significantly streamlined our analysis process.

Splunk ITSI helped reduce our mean time to detect by ten percent.

Splunk ITSI is similar to Splunk Cloud, but it includes some additional features that are specifically useful for IT service management.

We still get the standard package with ITSI, including alerts, reports, and dashboards. However, ITSI also includes a feature called alerts and episodes, which is similar to an ITSM tool. This feature allows us to bring our searches to life and create service trees that focus on business context.

For example, if we create multiple services, we can arrange them in a tree structure. ITSI then uses a traffic light system to indicate the health of each service and its dependencies. This allows us to see the overall health of our IT environment at a glance.

ITSI also includes a powerful KPI system that allows us to create complex saved searches that power multiple different areas of our dashboard. This is very useful for tracking key performance indicators and identifying potential problems early on.

Finally, ITSI includes a feature called a glass table. This feature allows us to create visually appealing dashboards that display our KPIs and other data in a clear and concise way.

One issue we have with Splunk Cloud is that the service team is sometimes not very helpful. This is because the team is outsourced, and they often cannot provide us with the information we need. This is a major complaint of mine, and it is unacceptable given the large amount of money we pay for the service. Splunk Cloud outsources its support team, and the people who are supposed to be helping us are not very knowledgeable. They often give us unhelpful or incorrect answers.

The UI needs improvement. With real-time monitoring, we can have a service structure, but we cannot easily adjust the graphical interface. For example, if we have a long name or a 2005 feature, we cannot easily move it slightly to the right on the web page. This can be a real pain.

Our large-scale system is noisy, making it difficult to pinpoint the exact cause. This is a trade-off for using Splunk as a central monitoring tool, as we cannot give everyone access to everyone else's AWS environment. We are investigating ways to reduce the noise, but I am not sure if it is a specific ITSI problem.

Quality-of-life features have room for improvement. The search function and other features are fine, but there are a few UI changes I would make. For example, I would like to be able to extend the graphical user interface so that we can see the full name by moving the window around. It is currently difficult to work with. 

We can create a correlation search, but when we save the page, it redirects us to the search system. We should be able to save the page and stay on the page, which is a bit annoying.

We have a lookup file, but it doesn't work very well. In fact, it doesn't work at all. I hope Splunk fixes this at some point. When we make a change, it completely wipes out the change. It also says to type in the search bar, click on what we need, and if we make a slight adjustment, it will completely wipe out the search bar and we have to start over. This is very annoying.

I have been using Splunk ITSI for two years.

Splunk ITSI is stable. Resilience is essential for our organization. We need it to be active all the time. It is incredibly important because some of our services are platinum-level. If anything goes wrong, we want to know about it instantly. It is very important that ITSI is stable and works as expected, which it does. We have not had too many problems where things have gone wrong. Most likely, these problems have been configuration issues, rather than our availability going down and us being unable to access Splunk. Splunk is up all the time and rarely goes down.

Splunk ITSI is scalable, and scaling is a primary feature of cloud products. With an enterprise license, we can scale as much as we need. However, scalability also depends on our hardware. If we purchase good hardware to run Splunk on, we should be able to scale easily by creating shared clusters, index clusters, and other types of clusters, and pairing them together.

Splunk's technical support is not very good. They outsource their support, and the outsourced support team is not very knowledgeable. I believe that in-house technical support would be better.

Neutral

The organization was using Splunk Enterprise which is similar to ITSI.

Splunk ITSI is expensive. We pay for the package once the sales team has priced all of our data and other relevant factors. We don't incur any further costs if we pay for a package. On its own, Splunk ITSI can be quite expensive, which is what scares many customers away. If a customer has the budget to use Splunk ITSI, then it is an excellent choice. It is one of those products where we may need to start weighing up different solutions. Splunk was recently sold to Cisco, and it could become the centralized monitoring tool for the organization for x, y, and z. I believe that our package is one of the lowest priced in the UK, even though we are squeezing as much value as possible out of the service. I would say that we should prioritize longevity over making an extra million pounds or so because that will come with time. However, I don't think that everyone sees it that way.

I would rate Splunk ITSI eight out of ten.

The visibility is good, but the issue we are interested in is split into different factions in some parts. Currently, we are not using ITSI to its full potential. The organization is enterprise-scale, which is huge. It is therefore very difficult to implement some of the ITSI best practices because we have so many different areas, each doing things differently. Standardization is difficult to achieve because everything is so massive. We could better use ITSI to its full capacity, but that is on us. However, I think it would work much better if it were a bit smaller in scale.

Cost is definitely a concern. Splunk can be quite expensive, especially if we are tied into a contract. However, it offers more features and capabilities than other solutions. I don't have a lot of experience with Splunk, but the way it aggregates data is very good. It can also parse and strap data, and search and operate on the data that is sent in. This is also very good. I suggest cleaning up the data before sending it to Splunk. This will make it easier to get real-time monitoring of the data needed. We pay for ingestion and storage, so it makes sense to only send in the data that we need. Splunk is a very good tool to use for building and operating real-time analytics dashboards. It has very good visualization, data separation, and real-time analytics capabilities. It can also create very complex queries that can do a lot.

We have over 50 users spread across the organization, and we implement around 100 or more services. Each service may have a tech lead in x and y and an architect in z. Therefore, Splunk ITSI reaches out to many different people in those departments.

Splunk Cloud takes care of all the maintenance. We simply open a case and they implement any new version as needed.

I have used Splunk ITSI to build a lot of glass tables and set up thresholds. We have also used MLTK for machine learning, predictive analytics, and anomaly detection. We use MLTK, which is an external application. We can get notified of issues well before the time to take proactive action.

We use core Splunk and Splunk IT Service Intelligence. It is a multisided cluster environment. Whenever the customer wants glass tables, notable events, or to set up some alert notifications, the product has helped our organization. We can set up our own threshold activities. We can also add ad-hoc searches in the solution. We can get the data of the indexes and alerts tracking by writing a search query.

The glass tables are very helpful. The solution also provides topologies showing exceptions or criticalities whenever something goes down. It is very helpful for customers. The notable events, glass tables, and setting up thresholds are the most valuable features of the solution.

Every customer has a different need and their own customized threshold settings. Some customers need 99% as critical, and some need 80%. We can set the customized thresholds in the product and get the alerts.

If the product had some prebuilt machine learning features, it would add value to our use cases. It would be very good if the product had some in-built predictive analytics and future forecasting features.

I have been using Splunk for almost four years.

The support depends on the licensing we use. There are different licenses available based on the volume and vCPUs. We use the license based on vCPU. It depends on how many virtual CPUs we use. It would be good if Splunk could give on-demand support.

Whenever we raise a support case, the support team follows the SLA and gives us a response. Sometimes, companies will also have on-demand support based on the support credits. Companies generally expect support persons and engineers to join the Zoom sessions when P1 and P2 issues arise. The support team takes a long time to join the meetings at such times. If we can have an engineer join the Zoom sessions right away, it would be helpful for the customers. The support team needs to respond quickly to P2 issues.

We had a P3-level case with a severity level of S2. It was a corrupt bucket issue. The case was in open status for six months. Generally, we don't need six months to fix a corrupt bucket issue. If the support case had been escalated to a higher-level engineer with advanced knowledge in debugging the issues, it would have been easier and would have taken less time.

Neutral

We have been using Enterprise Security. It is for intrusion detection and threat intelligence. It helps our enterprise security team to find vulnerabilities and take proactive actions. We started using Splunk IT Service Intelligence because it gives us some good topology if we build glass tables based on our data. The product provides us with service intelligence.

The deployment process is straightforward. It is the same as core Splunk. The solution uses summary indexing, itsi_tracked_alerts, and itsi_summary_metrics indexes. We must ensure these indexes are available and have a good retention policy.

Our customers have seen improvements in resilience and cost.

It would have been good if the product cost was much lower.

We chose Splunk over other vendors because it is much more reliable. We have done a POC to test how well the tool can help the customers and provide good value to their business. We have used other products like Elasticsearch and Cribl. However, we feel that Splunk is better. Log monitoring is very important to customers. Other log monitoring tools are not user-friendly and flexible. It is also not easy to write search queries on them. However, it is easy to write search queries on Splunk. It also has bucket lifecycles. It is easier to have a centralized repository to maintain and use the data.

Our clients monitor multiple cloud environments. We get data from different third-party clouds like Google Cloud, Microsoft Azure, or AWS. Sometimes, we also use Snowflake. Customers mostly try to build out their own dashboards and knowledge objects. They use Splunk IT Service Intelligence to be notified about any exceptions or critical issues. 

We cannot integrate the product directly with the cloud applications. First, we have to integrate our core Splunk with different clouds. We must first integrate add-ons using Splunkbase, a REST API mechanism, or an HTTP Event Collector (HEC) mechanism into core Splunk. Then, we can use the same ad-hoc search in Splunk IT Service Intelligence to get proper glass tables and results. It's easy to monitor multiple cloud environments using the solution, but we could directly integrate with it if it had the right integration features.

It is important for our organization that the solution has end-to-end visibility into our cloud-native environment. In today's world, most data goes into the cloud. Every organization wants to move the data to the cloud so that it would be more reliable and they can get the data easily. It's less cost-effective as well. So, most organizations are going to the cloud. It's really beneficial and important to the customers because they can easily get the data from the cloud and perform cost optimizations. Managing cloud-native environments with the solution is cost-effective.

The product has definitely helped reduce our mean time to resolve by 70%. If it has built-in machine learning or artificial intelligence techniques, it will be helpful to reduce the remaining 30%.

The tool has helped improve our customer's business resilience. Different SIEM applications and tools are available for enterprise security in today's world. Splunk's next version will have enhanced SOAR features. It will be useful if the product has additional features to help customers and organizations.

We used the MLTK app from Splunkbase and deployed it in Splunk IT Service Intelligence. It helped us to do predictive analysis, forecasting, and anomaly detection. It helped us gain some insights. I rate the tool's ability to provide business resilience a seven out of ten.

If we have a Splunk add-on for Unix and Windows, we can use those add-ons in our core Splunk to get the base monitoring, like OS metrics. For these things, Splunk has PowerShell scripts. It runs every five minutes. So, it is not in real-time. Every organization would need real-time monitoring. The product should provide these features in real time. For OS metrics, we use custom thresholds.

Our customers see time to value within seven days. We implement Splunk with minimal architecture, like two deployment servers, two heavy forwarders, four indexes, and three searchers. We initially had the search factor as two and the replication factor as two. We had very little data initially. We tested in our lower environment with the POC and found the data the customers wanted to see in Splunk. It was helpful for the customers. They can find the exceptions, write their own search queries, and build their own knowledge objects.

We get different types of security management tools in the market, like Enterprise Security, SOAR, and Phantom. The product brings a lot of value to the customers. It gives a lot of insights into notable events and predictive analysis. It also has a good dashboard. I expect the solution to provide enhanced features in the upcoming release.

Attending Splunk conferences provides us with an opportunity to interact and get more details on the products from different vendors. More than 1,000 vendors attend the conferences. The more we interact with the vendors, the more insights we get from them. It is also helpful to build relationships with the vendor.

Overall, I rate the tool an eight out of ten.

I just had to monitor the dashboard and infrastructure alerts and escalate them to the appropriate teams.  

I used it for both performance monitoring and incident management. We had an IT infrastructure setup on Splunk ITSI itself. There were dedicated dashboards created by the admins, and we had to monitor these dashboards for the performance of our infrastructure assets, such as the database or infrastructure access. 

We had to monitor these alerts and escalate them to the appropriate teams. For example, if a network alert showed up on the system board, we had to escalate it to the network team, such as, "We are seeing this kind of alert on the ITSI app board; please have a look into it." So, that's the main task on the Splunk ITSI app.

Splunk was initiated for monitoring dashboards and to have our infrastructure integrated into Splunk itself. We have several servers, databases, and multiple services running. We have applications that were dedicated to the service provider. So we had our Splunk IT set up on those servers.

Basically, to keep these applications running smoothly or to have a smooth flow of these applications, we integrated everything on Splunk. And, we need to be resilient and proactive so it doesn't cause any impact to the customers and clients and doesn't go down. We set up our monitoring dashboard on ITSI, which keeps us in touch with how the performance and health checks are going on for these components and applications.

It has a clear understanding of how different environments are related to each other. It has pretty much everything integrated within it. You just need to click a few on the board and whatever details you require are there. So, I find it pretty useful.

For predictive analysis, we have access to pull-out reports on whatever packets are integrated into our system, whatever the packet reinsurance, packet alerts, or whatever has been generated in the system. We pull out these reports based on the previous data and incidents or alerts in the environment. 

Then, after analyzing the previous data, we identify what was causing the incidents or alerts. Based on that, we have taken action to prevent incidents in the environment. So that was a really helpful feature as well because having access to the backend itself helps to identify the previous causes or incidents in the environment.

I liked how it's integrated in such a way that it's really user-friendly. You don't have to do much. Within a few clicks, you get all the data that you need, like what the server is, what the issue is, and how it can be resolved. It was all integrated into the tool itself.

I found it very easy to identify the server or the root cause. So, it helps to resolve the issue on a priority basis or as soon as possible.

The event analytics in Splunk is integrated to help avoid such incidents. Whenever we see such alerts on the board, we have to take immediate action to avoid any incidents in the future.

Sometimes, an incident happens, like the application goes down, and we receive the incident. At the same time, we receive multiple alerts on our dashboard. So, we have to escalate these alerts along with the incident call and incident procedure. We keep the teams involved by saying, "We are seeing this kind of alert on our ITSI dashboard. Please have a look into it or try to get it resolved." It provides the information IT needs about the server, database, and network connectivity. So, it was easy to identify issues when we had such alerts on the board.

Reduced incident volume: ITSI reduced our incident volume by 20 to 25%. It was really quick, and we were able to investigate whatever incidents or alerts happened in the environment. It was really good. It was really quick to identify such issues and previous issues in the environment. So, it has reduced the MTTR, the mean time to resolve an incident, by 20 to 25%. So it's really helpful.

Alert noise: I didn't see it reduced because whenever we introduce a ticket to ITSI, our system is already integrated into the service. And along with that, we are already migrating from other tools to ITSI itself. So, I'm not quite sure that it reduced it because we are continuously adding servers to ITSI. It increased our count of alerts. But I couldn't comment on that because we are continuously adding our infrastructure to ITSI. So, I haven't identified any reduction.

ITSI reduced our mean time to detect whenever we have seen any meantime to detect alerts in the environment; we get them within a fraction of a second, so we get to see the alerts on the board immediately. It is reduced by 20% to 30% as well.

It continuously refreshes itself within two to three minutes, so it's really reduced our time to detect that part. 

Splunk ITSI helped us automate routine tasks. For example, we have a daily task where we have to pull out the daily report. Based on that, we have to access whatever incidents or alerts happened or occurred during the day. 

We have to pull out the report and get all kinds of data, the details of what we have done and the kind of alerts we have seen in the day. Then this action has been taken or maybe escalated. So it was really helpful to get such data on a daily basis.

From my perspective (since I don't have administrator or developer access to Splunk ITSI), we could have a better user interface. The Splunk ITSI user interface can be improved because whenever we see the dashboard, it's mostly in text format. It doesn't have a graphical view.

It's easy to identify issues or alerts if you have a graphical representation on the dashboard. I have seen several dashboards in Splunk ITSI which have a really good graphical interface, but the integrated dashboards we have do not.

I'm not sure if it is configured in such a way or not. Maybe a developer or administrator can access that, but I feel like Splunk ITSI having a good graphical user interface would really improve the visibility of the dashboard and alerts.

I have been using it for more than a year. 

From my perspective, it's pretty much stable. We haven't experienced anything bad or any technical downtime apart from the scheduled downtime. So, for me,  the stability is really good.

It is scalable, but we didn't get to experience the scalability part because it was developer- and admin-related.

For just one location, we have more than 500 people who can access Splunk ITSI, including the technical and monitoring teams. Considering the different locations as well, it would be in the thousands, but I'm not sure about the exact count.

The customer service and support are quite useful. Whenever we faced an issue on our Splunk ITSI server, or if alerts weren't updating, showing proper data, or generating detailed alerts, we reached out to the Splunk technical teams for support. 

They are really supportive, with quick responses and a solution-oriented mindset. They provide solutions right on time. The DevOps support provided is really good.

It was pretty good. I didn't have any bad experiences.

Positive

We had several tools before introducing Splunk ITSI. We had several other tools to monitor network, Windows, Linux, or other portal alerts. 

While having Splunk ITSI, we integrated everything into that. We have decommissioned all of the other tools, and everything is on the IT side.

I have worked on ThousandEyes and Spectrum. These tools were used to identify network alerts. We had Spectrum alerts used for network device alerts. And for ThousandEyes, we used it for the portal alerts, for each and every infrastructure component or service. We had different tools integrated to have such alerts on the board.

So, to reduce having multiple tools, our management team introduced Splunk ITSI because everything is integrated into it. It was really helpful to have just one tool for all of our components instead of multiple app tools.

For us, it's on-prem, not on the cloud. We were planning to move it to the cloud, but it's currently on-prem.

Splunk ITSI requires maintenance. From time to time, we have downtime to integrate other tools into ITSI.

The integration of ITSI with other tools enhanced our operational capabilities and has been really helpful. To access a few other tools apart from ITSI, we have to do several things to get the data from the tools themselves. And I find that these tools are pretty slow. 

Getting the data or accessing anything on those tools is really time-consuming but ITSI was quick. We don't require special tools or special access to that environment. We have IDs created for our individuals, and we just need to access ITSI. It was pretty quick, and we didn't need to do much hard work to access all the data. It's really quite useful in that aspect.

It was already introduced by the technical teams or maybe the administrator or developer. We just had it served on a plate, so I don't have much exposure to the development part.

It was deployed for multiple locations and departments. The network, database, Windows, and Linux departments also have the same dashboard and infrastructure to integrate their servers and alerts into Splunk ITSI. So, having exposure to multiple departments and on-prem environments is really helpful.

It was an easy tool when we also used other tools, such as ITSI. To access those tools, we had to log into VPNs and other stuff to get access to our dashboard. 

But with Splunk ITSI, I find it really useful. It was quick, it had all the information you needed, and it was customizable. You don't need to do much to access our infrastructure data. 

Within just a few clicks, you can get whatever you need from ITSI. I find it quite useful. I'll compare it to the other tools as well. It provides good insight.

It saves a lot of time. Whenever we have an incident in the environment, we use to do our priority checks on Splunk ITSI. Whenever we see such an incident, we have to investigate the previous data, see if any previous incidents happened in the environment, or maybe check if any alerts were generated in the system related to that issue. So it is quite helpful whenever we see incidents in the environment.

We have several tools along with Splunk ITSI, but I find Splunk ITSI very useful compared to the others. So I would rate it 70%. I'm satisfied with that. We don't have admin or developer access to Splunk ITSI. But whatever we have access to, I'm definitely 70% sure that ITSI is really good to have in the environment.

On the manpower, it has been reduced by one or two candidates because, obviously, we also use several tools as well, so we have a lot of strength there. However, after we integrated everything on the Splunk ITSI, we reduced our manpower, and it's less time-consuming. Each one can double their task for maybe two weeks their actions as quickly as possible as compared to the other two. Manpower, it's really helpful.

I would recommend Splunk ITSI because it gives you access to all the information you need, and it's just a few clicks away. You just need to know how to navigate through the tool. Apart from that, everything can be done on Splunk ITSI. It's just a matter of how much knowledge you have to access the data in Splunk ITSI.  

Splunk ITSI is really helpful because whatever data you need, you're just a few clicks away from it. That's a really helpful thing to have.

I would definitely recommend it to other users because it gives you really good exposure to the environment. Whatever data you need is quickly accessible.

Overall, I would rate it an eight out of ten.