Molina Healthcare Customer Presentation

Copyright©2016SplunkInc.

MOLINAHEALTHCAREBenGordonVicePresidentEnterpriseInfrastructureServices

JonHansonAVPEnterpriseInfrastructureServices

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AboutMolinaHealthcare• Fortune500company• Foundedin1980byDavidMolina,MD,stillledbyfamily• CEOJ.MarioMolina,MD,startedoutsweepingfloorsasachild• Providesqualityhealthcaretopeoplereceivinggovernmentaid• Medicaid&StateChildren’sHealthInsuranceProgram(SCHIP)• Providesplansin13states+1U.S.territory,operatesin26states+Washington,D.C.+2USTerritories(PuertoRico,USVI)

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AboutUs/OurTeam

• BenGordon,VicePresidentEnterpriseInfrastructureServices• JonHanson,AVPofEnterpriseandInfrastructureServices

• MainPurpose:Weowndesign,build &engineeringofallinfrastructureplatforms,fromdatabasestothenetwork

• Mainchallenges:keepingupwithgrowth&movingtowardsautomationandself-healing

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Splunk atMolinaHealthcare• SplunkEnterprise&ITSI• 4TBlicense• 98%virtualizedenvironment• 20,000virtualmachines&servers– V-blockshop,hyperconverged&cloud

• In-houseenvironmentduetoPHIdata• Highperformance,highdensityhardwarefromCisco– Expandableplatform,petabyteinaquarterrack

• Primary&secondarydatacenters• 32indexers,6searchheads

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BeforeSplunk• Constantlyconcernedhowtomeasure,monitorand

keepvisibilityaroundourdiverseinfrastructure• Challengedtomanageservicesthatweredistributed,deciding

exactlywhattomonitorandmanage• De-centralizedlogs• Toomanytoolstomanageeffectively• Difficulttotrackdownissues• Lackofcollaboration

“Thechallengeofwhattomanageandmonitorinourdiverse

infrastructureisaneedle-in-a-

haystackproblemthatcouldmoveonadailybasis.”

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ChoosingSplunk• Tryingtosolvetwoproblems:

– Neededarobustloggingtool– Neededacentralaggregationandcorrelationtoolprovidingactionabledatatoourengineersinrealtime

• RealizedSplunkcandoalotmorethantracklogs• Soughtaflexibleplatform,unencumberedbytraditionalsystemcostsandissues

• Conducted“before/after”toolsrationalizationexercisetoconfirmvalue

“ThetruthisSplunkshinedinourbigbake-off.One

advantagewehadwaswehadalreadyusedSplunk&it hadprovenitsvalue.

Wewentwithwhatweknew.It'stried.It'strue.It'sflexible– it’sagreattool.”

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Splunk Benefits• Valueatalllevels,allusers,CEOondown• DramaticallyreducedMTTR(speedofdelivery)>150%• Resolvingissuestakesminutesonaverage,nothours• Retiringold,classicaltoolssavestime&$$• Real-time&historicalinfoimprovesbusinessinsights• Automatedprocessesimproveprocesstimes,outcomes,andcustomersatisfaction(theonlystatthatreallycounts)

“YoucanderivevaluefromSplunkatanylevelofthebusiness,fromtheCEOdowntoanyuserthefirstdaystartingout.”

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Congrats,MolinaEmployees!

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Timetogettowork!

UMK2?

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SplunkVisibility

“AnyonecanjoinMolinaandnowderiveknowledgeandvaluefromSplunkonDay1.”

• Singlepaneofvisibility– Cannowseeendtoendfrombusinessprocesstosupportinginfrastructureandservices

• Nowhaveasmallersetoftoolsandmeanstomanage• Technicalfolksseehowtheireffortsaffectbottomline• Nolimitationtodrillingdownintothedata

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CentralizedLogginginSplunk

“Splunkgivesusthelogs,

centralizesandindexesthemand

allowsustoflexiblyaddinnewsourcesofinformationandtrynewthings–there’srealpower

inthat.”

• Neededareallygood,robustloggingtool• Flexibleplatformadjuststoanytypeofmachinedata• Canaddinnewsourcesofinforapidlyandevaluate• Abletogetrightdownintothelogs– 100%• Unencumberedbytraditionalsystemintegrationandsetupcosts

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MTTR&TroubleshootingGainsinSplunk

“Thisplatformishelpingtheballbouncemuchless—lesshighandlessoften.”

• GettingrighttoolsandvisibilityinplacedramaticallyreducesMTTR>150%

• Resolvingissuestakesminutesonaverage,nothours• Dev,Ops,&Businessstaffsharesameviewandvocab• Speakingsamelanguageisinvaluableintroubleshooting• ViewingKPIsinshareddashboardskeepsfocusonkeyitems• Improvesserviceforendusersandcustomers(internalandexternal)

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HowtoRepresentKeyMetricsinSplunk“Shared

dashboardsthateveryone'slooking

atreallycontributeto

resolutiontimesandmakesurethefocusofalltheteamsareonthemostimportantbusinessitems.”

• Privateandpublicdashboardsautomateprocesses• SinglepaneofglasswithinSplunkITSI

• ViewingKPIsonashareddashboardcontributestoimprovedresolutiontimes

• Customdashboards– Trackstoragecapacity,consumptionandthresholds– Reclamationofstorageonthefloor– AutomationroutinesinSaltStack cleanwastedspace

• LotsofroomtogrowwithintheSplunk ecosystem

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SuccessStory- Splunk&QNXT

“Themethodologytheteamputinplacewasn’ta

bunchofinfrastructurethatOperationsbuiltout.

Thiswasajointeffortbetweenthedevelopmentandinfrastructurecommunity.”

• GainedvisibilityandimmediaterecognitionofQNXT– Whatitis,whereitflows,whatcomprisesitsecosystem– Shattersthelearningcurve,liftsthepeopleupbythebootstraps

• Phenomenalcollaborationindevelopmentcommunity– Everyonein1roomworkingtogetherisapowerfulinstrument– Theyunderstandadjudicationprocesses,queuesandworkflows

• Changedfromthepasttoreal-timeviews• Abletoleveragealltoolsinthetoolbelt

• Causedashiftintheorganizationandthoughtprocess– Focusonbusinessoutcomesfirst– Canseeandunderstanddependenciesandassociations

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Splunk forMetrics,CallCenterMgmt

“Weonlyneedafewtoolstoget95percentofwhatyoureallywant,andthen

Splunk candotherest.”

• Splunk atcenteroftelemetry/metricsaggregationplatform• Focusedonservicesandwatchingwherethemoneyflows

– Monitorinfrastructureandapplicationdependenciesaroundservices

• ITSMcoretovisuallyrepresentingourprocesses• Trackingcallcenterinformation

– BuildingourowndashboardsinSplunk– Savesmoney(millions)vscompetitortools– Co-innovatingwith80%ofteamsunderstandingdatasets– SupportsCiscoTACpartnership

Splunk UseCases

CallCenterManagement

BusinessIntelligence&Visibility

Dashboards

CentralLogging

MTTR,CustomerServiceandTroubleshooting

ApplicationMgmt (QNXT)

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Users• Infrastructureteam• IT• Operations• Developers• Business• OtherSupportstaff• Partners(Cisco)

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Splunk Tips&Tricks….• Oneofthefewtoolsthathasvalueforanyuserandlevelinthebusiness• Understandwhatoutcomesyouwantandwhatyouneedtogetthere

• MakeuseofProfessionalServices

• Tounlockvalue,committoputtinginformationinandleveragingtheSplunkplatformtogetthedesiredresultsout

• Re-examineallofyourtoolsandaskyourselvesifthetoolisfitforitspurposeandaretheyrobustandflexibleenough?

• Getridofoldtoolsrequiringmanualeffortandleveragesmarttoolsthatintegrategracefullytogether—otherwise,you'llnevergetyourhandsaroundtheITbeast

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Splunking Ahead….• Incorporatesecurityvisibilityintotheplatform• Incorporatemoreanddifferenttoolsintothetool• NewdatamodelswithCisco• IntroduceCiscoTACintoITSI• Increasinglyleverageplatformtobeproactiveandresponsive

– Continuouslyimprovecustomerexperienceandprocesses

• Lookatlong-termtrends

ThankYou