Wells Fargo Customer Presentation
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Wells Fargo Customer Presentation
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Wells Fargo Customer Presentation
- 2. 2 About Me • Program Manager (ApplicaGon Performance Management – Monitoring Strategies) • Monitoring and analyGcs for the Digital Channel’s Technology group • Responsible for running the Splunk Program including defining, building and maintaining a Community Best PracGce • User group community (100 members & growing) • 25 years in technology, accounGng & finance • Fun fact: “A tester at heart, I like to break things”
- 3. 3 140 million YTD April 2014 17 million Mobile Banking Customers 90-Day AcGve Customers 24 million Online Banking Customers 90-Day AcGve Customers 54 million Payments & transfers January 2016 Over 473 Million Mobile and Online Banking Logins 2016 YTD About Wells Fargo - Managing the “online store” 181 million Email Alerts 2016 YTD Metrics are through January 2016 unless otherwise marked. 3
- 4. 4 Agenda • Before Splunk / Choosing Splunk • Splunk Architecture at Wells Fargo • Use Cases — ForecasGng — Efficiency Improvements — Search / Business AnalyGcs — ApplicaGon Delivery — Pre-ProducGon Environment • What we learned • Best PracGces • Users at Wells Fargo • Successes • Splunking Ahead
- 7. 7 Choosing Splunk • We required a strong, well-managed, integrated program that could give us the applicaGon capabiliGes we needed • Splunk has those features and capabiliGes, so we launched a migraGon • We now have a hybrid model that combines secured with non-secured session applicaGon • MigraGon is 90% complete “We were excited about the features Spunk had and knew we could migrate our applicaGons over.”
- 8. Splunk Architecture at Wells Fargo • 4 TB License for ProducGon • Splunk Enterprise • 4 Search Heads • 2.6 TB per day 8
- 10. 10 ForecasGng • Monitoring Team Resources • Overcame resourcing issue when providing services to larger business groups • Engage specific service groups • Follow proper budget • Incremental chargeback services
- 11. 11 ForecasGng • We use a complex, disparate resource model for proof-of- concept (incremental chargeback project) • ForecasGng tool to: Track project status, resources and budget – Plan and manage through lifecycle • Logging standards bring conGnuity – 60+ applicaGons – 20 development groups – Now everyone’s speaking the same language “Everybody is excited that we’ve brought this tool in. They’re knocking down our door for more and more uses for it.”
- 12. 12 ForecasGng
- 13. 13 ForecasGng
- 14. 14 ForecasGng
- 15. 15 ForecasGng
- 16. 16 ForecasGng
- 17. 17 ForecasGng • Project informaGon into larger porfolio • Plan and assign resources early • Engage teams • Track status, hours, budget • Feed data back into tool • Splunk tracks financial performance of teams serving customers
- 18. 18 Improved Efficiency • Growth has driven efficiency challenges — Expensive queries — MulGple resources — Customer service issues • A Splunk consultant partnered with our engineering team to streamline processes • We’ve built a preproducGon troubleshooGng environment • We can serve our customers well while keeping to budget and even saving money “Splunk has helped us reduce the Gme to resolve customer- related troubleshooGng issues from a two- three day window to an hour.”
- 19. 19 Search / Business AnalyGcs • Now able to do soup-to-nuts (end-to- end) analysis, metrics and reporGng • We’ve implemented effecGve search indexes • Splunk enables us to: – Track project status, resources & financial performance of teams – Manage budget and spending “Previously, troubleshooGng was very difficult. Splunk helps us tremendously with creaGng seamless, end-to-end analysis and comprehensive dashboards.”
- 21. 21 Pre-ProducGon Environment • System integraGon environment • TroubleshooGng customer-facing applicaGons • HosGng applicaGons • Customer experience (transacGons – mobile, Internet, F2F) • Front end, middleware • Tracking customer Gckets / problems with transacGons
- 22. 22 Splunk Learnings…. • It’s difficult to get everyone on board at first • People can be resistant to change • StandardizaGon was hard to enforce • It’s very important to document and share successes • Once people see the value in the change, they really get excited
- 23. 23 Best PracGces • Logging standards • Tuning logs, sharing • CreaGng efficient searches
- 24. 24 Users Across Wells Fargo • Engineering — Analysis and tesGng • R&D – New use cases • Program managers – Business analyGcs
- 25. 25 Splunking Ahead…. • Complete the migraGon • More robust security tracking • Share knowledge and best pracGces with enterprise ProducGon Management Technology (PMT) team • Roll the whole package into the enterprise
- 27. Thank You