Splunk IT Service Intelligence (ITSI)
Splunk ITSI is an intelligent solution which uses Artificial Intelligence (AI), powered by Machine Learning (ML) to help reduce event noise and predict service degradation and outages of core business and IT services.
Splunk ITSI, Observability, SignalFX provides visibility over a business service and its underpinning IT applications and infrastructure.
Features
- Collects and indexes log and machine data from any source
- Powerful search, analysis and visualisation capabilities
- Real time analysis for operational intelligence and business reporting
- AI and ML reduce event noise to predict future degradation
- Quickly determine the origin of an incident and its root
- Monitor and manage internet of things including SCADA data
- Big Data Analytics, machine data from internet/internal network
- Provides business and service context to prioritise incident investigation
- Supports drill downs to profile an entity and troubleshoot outages
- Observability and SignalFX - Real Time Cloud Monitoring for infrastructure
Benefits
- Monitor performance of network infrastructure against Service level Agreements
- Real-time network intelligence, avoid costly network escalations/downtime
- Automate alerts, remediation and incident workflows
- Delivers a central, unified view of critical IT services
- Maps critical services with KPIs to pinpoint what matters most
- Proactively monitor clients/users understand and anticipate their needs
- Uses machine learning to detect patterns and dynamically adapt thresholds
- Consolidate capabilities, reduce platform and application specific tools
- Real-time anomaly detection reduces alert fatigue
- Analyse machine data from systems with varying formats
Pricing
£3,641 a licence a year
Service documents
Request an accessible format
Framework
G-Cloud 12
Service ID
6 2 4 7 3 2 0 1 5 9 7 6 3 2 1
Contact
Somerford Associates Limited
Penny Harrison
Telephone: +44 1242 388168
Email: penny.harrison@somerfordassociates.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Hybrid cloud
- Service constraints
- None
- System requirements
-
- Hardware non Windows> 2 x 6 core 2+GHZ, 12GB RAM
- Windows> 2 x 6 core 2+GHZ, 12GB RAM
- Windows Server 2012 and later
- Linux, 2.6 and later
- Windows 8.1, 10
- Mac OS X 10.12 and later
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Response within 1 hour
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
Our Service Desk provides support for P1 to P4 where a part of the software, appliance or license was previously working and is not working as expected or at all.
If an issue requires a level of Professional Services to engage, a member of the support team will discuss with your Account Manager to discuss this further.
Service Desk offer support through several channels, including telephone, e-mail and remote sessions where appropriate. Any employee of our entitled customers can raise a support desk ticket via telephone or e-mail with their company e-mail address. This will be logged and assigned to an engineer who will respond within 1 business hour.
Somerford resolve over 90% of service desk tickets without requiring the involvement of our Partners. Where Partner involvement is required, we will advise you on this the process. Wherever possible, we will manage your service desk case with our Partners.
Our service desk is available between 9am and 5pm Monday to Friday, excluding Bank Holidays. Our service desk will provide support for existing Customers and companies that are engaged in Proof of Concepts.
All our customers have a Technical Account Manager. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Splunk can provide free evaluation licences. We will provide Professional Services to help plan and execute your deployment and offer a full catalogue of training services to support the deployment.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- The Splunk tool provides analysis and visualisation of data from various sources. The data rests at its original location and does not solely reside in Splunk. Therefore there is no need for data extraction at end of contract
- End-of-contract process
- If a licence is terminated we can provide Professional Services at extra cost to help the Buyer to migrate their analytics need to another supplier.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Firefox
- Chrome
- Safari 9+
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Mobile web browser functionality is the same. Splunk Mobile App does not provide visualisations but it can be used for alerting
- Service interface
- No
- API
- Yes
- What users can and can't do using the API
- The Splunk Enterprise REST API provides methods for accessing every feature in our product. Your program talks to Splunk Enterprise using HTTP or HTTPS, the same protocols that your web browser uses to interact with web pages, and follows the principles of Representational State Transfer (REST).
- API documentation
- Yes
- API documentation formats
-
- HTML
- ODF
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- The user is able to configure dashboards, alerts, reports and underlying target data sources. Configuration can be through Splunk Web, Splunk's Command Line Interface (CLI), Splunk's REST API or directly within configuration.
Scaling
- Independence of resources
- Splunk Cloud sits on dedicated infrastructure scaled appropriately to each customers license size. Alternatively Splunk sits in the buyers network or the infrastructure of their chosen cloud provider and therefore contention is under their control.
Analytics
- Service usage metrics
- No
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Splunk
Staff security
- Staff security clearance
- Conforms to BS7858:2012
- Government security clearance
- Up to Developed Vetting (DV)
Asset protection
- Knowledge of data storage and processing locations
- Yes
- Data storage and processing locations
-
- United Kingdom
- European Economic Area (EEA)
- User control over data storage and processing locations
- Yes
- Datacentre security standards
- Managed by a third party
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- In-house
- Protecting data at rest
- Other
- Other data at rest protection approach
- Splunk's own cloud service uses logical data separation, authenticated user accounts, and industry standard hardening. Data in transit is encrypted with industry standard SSL and data at rest is encrypted with AES 256-bit encryption. This service is acccredited to ISO270001. We can help the buyer to enable a similar configuration suitable for their data at rest protection.
- Data sanitisation process
- Yes
- Data sanitisation type
-
- Explicit overwriting of storage before reallocation
- Deleted data can’t be directly accessed
- Equipment disposal approach
- Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
Data importing and exporting
- Data export approach
- There are many ways that a user can export data. Splunk provides a REST API to export data. Data can be exported by the Splunk Web facility. Users can use the Command Line Interface, SDK's and data forwarding tools.
- Data export formats
-
- CSV
- Other
- Other data export formats
-
- XML
- JSON
- Raw data
- Data import formats
-
- CSV
- Other
- Other data import formats
-
- XML
- JSON
- Raw data
Data-in-transit protection
- Data protection between buyer and supplier networks
- TLS (version 1.2 or above)
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
-
Splunk Cloud is considered available if you are able to log into your Splunk Cloud Service account and initiate a search using Splunk Software. Splunk continuously monitors the status of each Splunk Cloud environment to ensure the SLA of 100% uptime. In addition, Splunk Cloud monitors several additional health and performance variables.
Alternatively Splunk sits within the Buyers network or the infrastructure of their chosen cloud provider. Availability is controlled by the Buyer or their cloud provider - Approach to resilience
-
Splunk handles resilience by replication of data across a cluster of Splunk Indexers across data centres. Splunk Cloud maintains a seven-day backup of data and configuration files and backups run continuously.
Alternatively Splunk sits within the Buyers network or the infrastructure of their chosen cloud provider. Resilience is the responsibility of the Buyer or their cloud provider - Outage reporting
-
Splunk provides a cloud monitoring console to monitor the health of your Splunk Cloud environment. Email alerts are also available.
Alternatively Splunk sits within the Buyers network or the infrastructure of their chosen cloud provider. Outage reporting is the responsibility of the Buyer or their cloud provider.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- The Splunk user authentication system allows the assignment of roles which provide custom permissions. The Buyer can define all roles using a list of capabilities and data access restrictions.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- Username or password
Audit information for users
- Access to user activity audit information
- Users have access to real-time audit information
- How long user audit data is stored for
- User-defined
- Access to supplier activity audit information
- No audit information available
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- KPMG
- ISO/IEC 27001 accreditation date
- 25/01/2016
- What the ISO/IEC 27001 doesn’t cover
- Deployment in customers own environment
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- KPMG
- PCI DSS accreditation date
- 04/03/2016
- What the PCI DSS doesn’t cover
- Deployment in customers own environment
- Other security certifications
- Yes
- Any other security certifications
-
- HIPAA
- SOC 2 Type II
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- ISO/IEC 27001
- Information security policies and processes
- Our Cloud based service uses third-party validation by Brightline. Auditing of our processes and policies efforts to safeguard customer data to industry standards worldwide. Working with our audit partners, SOC 2 Type 2 attestation is completed for all Splunk Cloud customer environments and ISO 27001 certification is completed for Splunk Cloud customer environments provisioned for data ingestion of over 20GB/day
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
For Splunk initiated changes, maintenance is performed at most once per month and Customers will receive notice of Routine Maintenance by email at least 48 hours in advance. For Customer initiated changes, the maintenance can be performed regularly. You can request an alternate time within the Routine Maintenance window if required. Customers will receive email notice when such maintenance is starting and when complete.
Alternatively Splunk sits in the network of the Buyer or the infrastructure of their chosen cloud provider, Configuration and change management is the responsibility of the Buyer or their supplier. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- We have a robust process for threats to the Splunk platform. We maintain a policy of evaluating all potential security vulnerabilities that are discovered internally or externally within two business days of discovery. We use the industry standard CVSSv2 to rate vulnerabilities. In the case of critical risk, high impact vulnerabilities, Splunk will make all reasonable effort to supply patches, assuming that patches are a viable stop-gap for customers who cannot otherwise upgrade Splunk.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
Splunk monitors application and platform components of the service for potential issues. Cloud Operations staff monitor alerts and logs for issues, and log a ticket for issues that require remediation. In the event of application or data compromise affecting customer data, the customer is notified immediately and remains in contact with the remediation team until resolution.
The security measures of Splunk and AWS are further described in the Technical Briefing paper at https://www.splunk.com/pdfs/technical-briefs/safeguarding-customer-data-in-splunk-cloud.pdf - Incident management type
- Supplier-defined controls
- Incident management approach
- Splunk maintains an incident response policy and program, with defined processes, roles and responsibilities. Customers may submit security issues through the normal support channels or any additional channels as provided in the EULA.
Secure development
- Approach to secure software development best practice
- Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)
Public sector networks
- Connection to public sector networks
- No
Pricing
- Price
- £3,641 a licence a year
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Full capability of a Splunk Enterprise license for 60 days allowing indexing up to 500 megabytes of data per day. This can be converted to a perpetual Free license or the buyer can purchase an Enterprise license to continue using the expanded functionality designed for multi-user deployments.
- Link to free trial
- https://www.splunk.com/en_us/download/sem.html?ac=sitelink_freedownload&gclid=Cj0KEQjw5YfHBRDzjNnioYq3_swBEiQArj4pdC_6Iz6y