The best features in Splunk ITSI (IT Service Intelligence) are that it acts as our single pane of glass for monitoring. All the alert feeds feed into it, and our command center team gets rid of the problem of the swivel chair, where they used to look at multiple screens before Splunk ITSI (IT Service Intelligence). With Splunk ITSI (IT Service Intelligence), all alerts feed into one tool, providing rich dashboards and visualizations for our team to look at, making it a standout feature. We have used Splunk ITSI (IT Service Intelligence)'s incident management features, including an integration between Splunk ITSI (IT Service Intelligence) and our ServiceNow instance, which is our main ITSM and CMDB. We have created Notable Event Aggregation Policies in Splunk ITSI (IT Service Intelligence) to make episodes which call incidents. This allows us to create automatic and direct incidents to the service owners based on the smart correlation happening within the platform. We are doing incident management, and it's pretty smart and automatic. We do utilize Splunk ITSI (IT Service Intelligence)'s intelligent alerting as proactive monitoring has always been our priority, ensuring we always monitor our stack. The event correlation and intelligence that Splunk ITSI (IT Service Intelligence) provides can correlate events from different sources and predict issues by observing trends and threshold breaches. We use that for getting proactive alerts, allowing us to see potential issues firsthand, checked by the SREs for validation. The intelligence within the platform is good and helps us stay on top of production issues. Splunk ITSI (IT Service Intelligence)'s intelligent alerting has significantly helped manage alert fatigue within our team, especially with the large volume of alerts we face that previously overwhelmed teams. Splunk ITSI (IT Service Intelligence) has enabled noise reduction by deduplicating alerts based on specific keys and its own intelligence. We have also defined custom policies for grouping alerts, resulting in a significant reduction in alert volume, fewer incidents, richer context, and lesser queues for incidents in ServiceNow. Splunk ITSI (IT Service Intelligence)'s customizable dashboards greatly facilitate our team's ability to monitor critical business services, as we create dashboards catered to different personas of users. The command center dashboards we have created in Splunk ITSI (IT Service Intelligence) are quite rich with detailed context, and we also developed a dashboard for our business and C-level users for a top-level view, referred to as the CTO dashboards. Additionally, we have SRE dashboards created, providing us flexibility with custom dashboards, along with some valuable out-of-the-box ones we utilize.
