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Delivering business value from operational insights at ING Bank

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Splunk
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The document discusses how ING Bank uses Splunk to extract business value from operational data. It describes several IT use cases like customer pre-scoring, portfolio management, fraud detection and reducing downtime. It also discusses expanding the use of Splunk beyond IT to business cases like customer journey mapping. The document shares details of ING Bank's Splunk implementation, how it migrated systems to Splunk, and future plans to integrate Hadoop and machine learning.

Technology
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Copyright © 2016 Splunk Inc. Splunk at ING: Delivering Business Value from Operational Insights
Copyright © 2016 Splunk Inc. Business Analytics at Splunk Charles Adriaenssens, EMEA Lead, Business Analytics + IoT, Splunk
Our purpose To extract the maximum business value using all available data
Copyright © 2015 Splunk Inc. Decision makers can’t easily make real time decisions using all relevant data. The problem we are looking to solve
5 Machine data supports deeper insights Types of data Unstructured Structured Online Services Web Services Security GPS Location Desktops Networks Packaged Applications Custom Applications Messaging Telecoms Online Shopping Cart Web Clickstreams Databases Energy Meters Call Detail Records Smartphones and Devices RFID Semi-structured Social media Payments POS Footfall
6 Supporting decision making across the organisation Easy access to all data Insights for the entire organisation Marketing Explore Visualize Dashboards ShareAnalyze Legal SalesCustomer experience CEO / CRO
Key Business Analytics use cases CUSTOMER EXPERIENCE MARKETING ANALYTICS PRODUCT ANALYTICS BUSINESS PROCESS ANALYTICS 7
Copyright © 2016 Splunk Inc. Joanna Tworzydło-Dziadkiewicz Delivering business value from operational insights at ING Bank
Agenda ● About ING Bank Śląski S.A. ● Our challenge ● Our IT Use Cases ● Beyond IT to Business Use Cases ● Future plans
About ING Bank Śląski S.A. Our Goal Clear and easy Anytime, anywhere Empower Keep getting better Empower our customers to stay a step ahead in life and in business
ING Bank Śląski in numbers
ING Bank Śląski Lider Informatyki XX-lecia ING Bank awarded 20th anniversary winner of the Computerworld’s Banking & Finance award for its implementation of innovative IT solutions
My Background and Role Senior IT Architect, ex developer and ex Splunk administrator Responsible - among others - for Splunk in ING Bank Śląski I Splunk not only at work but also at home  My favorite Splunk tee-shirt: „Take the sh out of IT”
How It All Started
15 IT Use Cases for Machine Data Customer pre-scoring Customer portfolio management DevOps Fraud detection Reducing downtime
Customer Pre-scoring We score each of our retail customers every day to prepare the best offers for them
Customer Pre-scoring We score each of our retail customers every day to prepare the best offers for them
Customer Portfolio Management Categorization We categorize in real-time each financial transaction performed by our retail customers to provide them with the best insight into their monthly budget and money flow. 17 million transactions processed daily
DevOps – Systems Development Life Cycle Tools
Fraud Detection System The system has less than 100miliseconds to decide whether a transaction is a fraud
Less than 8 minutes downtime a year Card system: designed to have a maximum unavailability time of 8min/year
22 Beyond IT to Business Use Cases
Business Use Cases: Expanding Beyond IT Customer Journey Mapping
How Splunk won us over Freedom Independence Comprehensiveness
Splunk Enterprise at ING Bank Śląski IT Monitoring - Areas of Interest Infrastructure Application Process Customer
Migrating to Splunk 26 Splunk as central monitoring system Application and process monitoring models Standardization of services monitoring Splunk Stream Integrating BigData with BiggerData
Splunk Stream 27
Splunk Stream 28
Splunk Enterprise at ING Bank Śląski Collected data and its value Data Operational Intelligence Search and Investigation Proactive Monitoring Operational Visibility, DevOps Real-time Business Insights Online Services Web Services Servers Security Networks Domain systems Custom Applications Databases Active Directory Logfiles SocialMedia
Splunk Enterprise at ING Bank Śląski High level view Data coming from thousands of servers/applications/tools/technologies using any combination of Splunk forwarders Auto load-balanced forwarding to Splunk Indexer Cluster Offload search load to Splunk Search Head Cluster 260 dashboards 82,000 scheduled searches/day 6000 user searches/day 2200 agents
Future plans Hadoop Integration Machine Learning in Splunk IT Service Intelligence
Top Takeaways You cannot argue with your data Splunk is like LEGO - Nothing is impossible Dream Big!
Thank You
34
Thank you

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Delivering business value from operational insights at ING Bank

  • 1. Copyright © 2016 Splunk Inc. Splunk at ING: Delivering Business Value from Operational Insights
  • 2. Copyright © 2016 Splunk Inc. Business Analytics at Splunk Charles Adriaenssens, EMEA Lead, Business Analytics + IoT, Splunk
  • 3. Our purpose To extract the maximum business value using all available data
  • 4. Copyright © 2015 Splunk Inc. Decision makers can’t easily make real time decisions using all relevant data. The problem we are looking to solve
  • 5. 5 Machine data supports deeper insights Types of data Unstructured Structured Online Services Web Services Security GPS Location Desktops Networks Packaged Applications Custom Applications Messaging Telecoms Online Shopping Cart Web Clickstreams Databases Energy Meters Call Detail Records Smartphones and Devices RFID Semi-structured Social media Payments POS Footfall
  • 6. 6 Supporting decision making across the organisation Easy access to all data Insights for the entire organisation Marketing Explore Visualize Dashboards ShareAnalyze Legal SalesCustomer experience CEO / CRO
  • 7. Key Business Analytics use cases CUSTOMER EXPERIENCE MARKETING ANALYTICS PRODUCT ANALYTICS BUSINESS PROCESS ANALYTICS 7
  • 8. Copyright © 2016 Splunk Inc. Joanna Tworzydło-Dziadkiewicz Delivering business value from operational insights at ING Bank
  • 9. Agenda ● About ING Bank Śląski S.A. ● Our challenge ● Our IT Use Cases ● Beyond IT to Business Use Cases ● Future plans
  • 10. About ING Bank Śląski S.A. Our Goal Clear and easy Anytime, anywhere Empower Keep getting better Empower our customers to stay a step ahead in life and in business
  • 11. ING Bank Śląski in numbers
  • 12. ING Bank Śląski Lider Informatyki XX-lecia ING Bank awarded 20th anniversary winner of the Computerworld’s Banking & Finance award for its implementation of innovative IT solutions
  • 13. My Background and Role Senior IT Architect, ex developer and ex Splunk administrator Responsible - among others - for Splunk in ING Bank Śląski I Splunk not only at work but also at home  My favorite Splunk tee-shirt: „Take the sh out of IT”
  • 14. How It All Started
  • 15. 15 IT Use Cases for Machine Data Customer pre-scoring Customer portfolio management DevOps Fraud detection Reducing downtime
  • 16. Customer Pre-scoring We score each of our retail customers every day to prepare the best offers for them
  • 17. Customer Pre-scoring We score each of our retail customers every day to prepare the best offers for them
  • 18. Customer Portfolio Management Categorization We categorize in real-time each financial transaction performed by our retail customers to provide them with the best insight into their monthly budget and money flow. 17 million transactions processed daily
  • 19. DevOps – Systems Development Life Cycle Tools
  • 20. Fraud Detection System The system has less than 100miliseconds to decide whether a transaction is a fraud
  • 21. Less than 8 minutes downtime a year Card system: designed to have a maximum unavailability time of 8min/year
  • 22. 22 Beyond IT to Business Use Cases
  • 23. Business Use Cases: Expanding Beyond IT Customer Journey Mapping
  • 24. How Splunk won us over Freedom Independence Comprehensiveness
  • 25. Splunk Enterprise at ING Bank Śląski IT Monitoring - Areas of Interest Infrastructure Application Process Customer
  • 26. Migrating to Splunk 26 Splunk as central monitoring system Application and process monitoring models Standardization of services monitoring Splunk Stream Integrating BigData with BiggerData
  • 29. Splunk Enterprise at ING Bank Śląski Collected data and its value Data Operational Intelligence Search and Investigation Proactive Monitoring Operational Visibility, DevOps Real-time Business Insights Online Services Web Services Servers Security Networks Domain systems Custom Applications Databases Active Directory Logfiles SocialMedia
  • 30. Splunk Enterprise at ING Bank Śląski High level view Data coming from thousands of servers/applications/tools/technologies using any combination of Splunk forwarders Auto load-balanced forwarding to Splunk Indexer Cluster Offload search load to Splunk Search Head Cluster 260 dashboards 82,000 scheduled searches/day 6000 user searches/day 2200 agents
  • 31. Future plans Hadoop Integration Machine Learning in Splunk IT Service Intelligence
  • 32. Top Takeaways You cannot argue with your data Splunk is like LEGO - Nothing is impossible Dream Big!
  • 34. 34

Editor's Notes

  1. Splunk products are being used for data volumes ranging from gigabytes to hundreds of terabytes per day. Splunk software and cloud services reliably collects and indexes machine data, from a single source to tens of thousands of sources. All in real time. Once data is in Splunk Enterprise, you can search, analyze, report on and share insights form your data. The Splunk Enterprise platform is optimized for real-time, low-latency and interactivity, making it easy to explore, analyze and visualize your data. This is described as Operational Intelligence. The insights gained from machine data support a number of use cases and can drive value across your organization. [In North America] Splunk Cloud is available in North America and offers Splunk Enterprise as a cloud-based service – essentially empowering you with Operational Intelligence without any operational effort.
  2. Hunk (Splunk Analytics for Hadoop) is a full-featured, integrated product offering – that delivers interactive data exploration, analysis and visualization for Hadoop. Full-featured, integrated product: Insights for everyone: Works with what you have today:
  3. The question then is what markets are available to us and where we can play.