transform e-‐ commerce the domino's pizza way
TRANSCRIPT
Copyright © 2014 Splunk Inc.
Transform E-‐Commerce the Domino’s Pizza Way
Domino’s Pizza Russell Turner
Disclaimer
2
During the course of this presentaFon, we may make forward-‐looking statements regarding future events or the expected performance of the company. We cauFon you that such statements reflect our current expectaFons and
esFmates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward-‐looking statements,
please review our filings with the SEC. The forward-‐looking statements made in the this presentaFon are being made as of the Fme and date of its live presentaFon. If reviewed aQer its live presentaFon, this presentaFon may not contain current or accurate informaFon. We do not assume any obligaFon to update any forward-‐looking statements we may make. In addiFon, any informaFon about our roadmap outlines our general product direcFon and is subject to change at any Fme without noFce. It is for informaFonal purposes only, and shall not be incorporated into any contract or other commitment. Splunk undertakes no obligaFon either to develop the features or funcFonality described or to
include any such feature or funcFonality in a future release.
Domino’s Pizza Overview
3
! Founded in 1960 ! Tom Monaghan sells Dominos in 1998
! Went public 2004
! World leader in pizza delivery
! More than 10,000 corporate and franchised stores in US and internaFonal markets
! 2013 sales: $8 billion
Domino’s Pizza Technology Overview
4
! Responsive design released this year ! In August Patrick Doyle our CEO
announces that we are officially an e-‐commerce company
! NaFve applicaFons for iPhone, Android, Kindle and Windows Phone
! Introduced “Dom” this year, our voice ordering feature in the naFve apps
! Easy ordering with Pizza Profile
! MulFple data centers
! InternaFonal hosFng
My Background and Role
5
! Russell Turner, Manager of Site Reliability Engineering ! My Team is responsible for ensuring our online customers have the best experience possible – Maintain ecommerce upFme – Middleware, infrastructure, servers, global and local load balancing – ArchitecFng and deployments of new business iniFaFves – Closely Fed into development workflow
How We Started
6
! POC’ed Splunk for the first Fme in 2009 (within the Infrastructure team) ! Needed a soluFon to analyze and aggregate logging data from our OS (Linux
and Solaris) and middleware in a Fmely manner ! InfoSec team used HP ArcSight for log aggregaFon, but Splunk offered the
following advantages: – Faster and easier searches in Splunk – Real-‐Fme insights – Beier reporFng with Apache access logs – Much faster alerFng in Splunk – Cost and scalability – Ease of deployment
“We now even help our security team.”
Splunk at Domino’s Today
7
! Splunk deployed across two data centers (live and failover)
! Four different producFon environments ! Teams using Splunk: Site reliability
team, InfoSec and developers ! 100-‐120GB data indexed per day
between both instances ! Dozen unique users per month ! Splunk Apps: Deployment Monitor,
Google Maps, Search, Field Extractor, Google Maps, Splunk on Splunk, Splunk App for Unix, soon to be JMX
Two indexers with Distributed Search
360+ forwarders
MI Datacenter VA Datacenter
Using Splunk For Data CorrelaFon?
! Gathering logs manually
! SiQing through aggregated Java messages from middleware (Grep)
! VERY ReacFve
Logs from 900 Virtual and
physical servers, Linux/Solaris
ApplicaFon logs (over 20 types)
Proprietary System Logs
Apache Web Server Logs
Domino’s Splunk Environment:
8
Enter Splunk Before Splunk
! “Million Fmes easier with Splunk”
! ProacFve alarms alert us to dips in our sales
! Baselining and trending
Middleware, Database
logs
Splunk at Domino’s: Ops + App Management
9
! Dashboards, Maps, Alerts and Reports for the following: – API events – Perfmon and other performance monitors – DBConnect queries of ancillary databases including Service Desk and CRM
systems
! Significant reducFon in troubleshooFng Fme ! Streamlined developer insight into debugging development code ! ParFal Order to Cash system health monitoring
– No store visibility for my team
Splunk at Domino’s: InfoSec and Stores
10
! Monitor Security logs in real-‐Fme ! Monitor ApplicaFon logs in real-‐Fme, was scheduled ! Monitor system performance in real-‐Fme, easier to build custom dashboards and reports than System Center
! Single locaFon for mulFple teams to query data, includes Security, Helpdesk and QA
! Universal Forwarder smaller footprint than Java based agent ! Universal Forwarder managed through exisFng soQware deployment infrastructure
How Do We Cross That Bridge? Splunk Professional Services to the Rescue
11
! Splunk became our most important tool but was stood up quickly on subpar hardware we had laying around
! As an organizaFon we had matured greatly yet our implementaFon was the sFll the same
! How can we migrate to new hardware, Fe our two instances together, start leveraging new features and disturb producFon monitoring as liile as possible?
But Wait…
“Don’t wave your Johnny Manziel money sign at me, you said this was about Business AnalyFcs!”
-‐Angry Patroit Lady
12
Eye Candy
13
14
15
16
Insights
17
Splunk For OperaFonal Analysis of Payment Processing
! Measuring response Fme for various order channels
! Instant analysis of cash vs. credit card ordering performance
! TroubleshooFng card processor issues
18
PromoFonal Support
19
! What we are selling, orders per minute, coupon usage, etc.
! Online ordering trends, efficiency of markeFng promoFons
! Splunk provides us answers 24-‐48h prior to analysis from our data warehousing tools
! 50% off promoFon
Splunk for Domino’s MarkeFng
Before Splunk • Someone at midnight pulling data and crunching
numbers daily
Results • Automated informaFon • Report submiied to our leadership team, including
the CIO and CEO • Monitoring promoFon success in real-‐Fme
Splunk dashboard to track 50% off online coupon promoFon
20
Splunk for GEO Sales Tracking ! Splunk RESTful APIs integrate with Domino’s GEO sales tracking applicaFons (Java based)
! Sales monitoring by regions ! We have been able to idenFfy ISP outages in certain regions
21
Tracking Easy Orders
22
! Easy Ordering was released this year and we needed a way to quickly pull reports on how many orders are being placed using the feature
! Overall number of Easy Orders in a given period is a report that our Data Warehouse team can easily create but Splunk gives us the ability to see this data in real Fme
NaFve Voice vs NaFve App
23
! Another new feature released this year for iPhone/iPad and Android was voice ordering. Our Windows plaxorm always had it
! We could easily pull reports that showed how many users had used the voice feature to submit their order, again in real Fme
Security
24
Splunk at Domino’s: Security
25
! Dashboards, Maps, Alerts and Reports for the following: – Windows event logs – ApplicaFon WhitelisFng event
logs – Remote access event logs – Proxy event logs – Threat Intelligence logs – Custom security event logs
AHA! Moments with Splunk
Russell: IT team started taking Splunk home and working on their own Fme with Splunk. “Splunk is much bigger than system health monitoring tool. We are si8ng on a gold mine of data!”
ADD NOTE FROM SECURITY TEAM
26
Best PracFce RecommendaFons
27
! Build a full blown POC to demonstrate Splunk’s value
! Create a cross funcFonal team to define real use cases to demonstrate Splunk’s effecFveness.
! Plan your Splunk deployment (distributed environment); understand where config files live
! Splunk documentaFon is helpful – use it! ! Leverage the huge online community ! Take scoping seriously, especially sizing… Once
that sweet data starts rolling in you’ll want to turn on even more
Splunk at Domino’s: Future
28
! Create real Fme dashboards for any departments to view OLO health, not just reports mailed to the LT
! Use Splunk for more key performance analyses ! Expand Splunk Apps deployment: Linux and Unix monitoring, VMware App, F5 integraFon
ü OpFmize middleware applicaFon logs for Splunk consumpFon ü Start to leverage Splunk to monitor corporate applicaFons built on our stack (Liferay) and Store health
Real-‐Fme alerFng = proacFvity Historical baselining and trending has been huge
Saved $300,000 vs. alternate APM tools Engineering resources freed up for other needs.
Issue resoluFon from 2-‐3 hours to less than 5 minutes.
Results with Splunk
29
Tracking: business relevant informaFon, trends, promoFon success, customer behavior
Reduced MTTR Cost Savings OperaFonal Intelligence
ProacFve AlerFng and Baselining
Lessons Learned
30
! Use AD/LDAP for role based access ! Always have a Search Head in front of your users, simplifies security ! Always have a Heavy Forwarder in front of your Indexers, simplifies
maintenance and improves stability and performance (WHOOPS!) ! Always name your log source at the Universal Forwarder, manage
using Puppet, System Center or exisFng deployment infrastructure ! Assume you will collect all data in the environment when creaFng
iniFal indexes, don’t use default and don’t create indexes ad-‐hoc. i.e. plan index use
! Logs are Garbage In/Garbage Out, encourage developers to use key value or json format, 10x easier than trying to parse poorly wriien logs
! Have a defined owner who can control and fund backlog/Splunk work, without this you are setup to fail
Summary
31
! Splunk empowers us to beier uFlize our technology to gain a compeFFve edge, not just monitor system resources!
! Helps to ensure excepFonal customer saFsfacFon ! Enables us to be agile and could allow markeFng to decisions based on real-‐Fme promoFon data
! Splunk helps us not just save cost but boosts morale as well
My Summary (conFnued)
32
! By leveraging Splunk in creaFve ways we’ve been able to expand our relaFonships with team outside of IS
! It’s given us exposure to other parts of the business that we likely would never have been exposed to
! I know in the video I said I didn’t want to become the “Real-‐Fme Monitoring Team” but embrace that role
Thank You!
33