For John Lewis, uptime is critical because of the direct impact on sales. Any delay in resolution can negatively impact customer experience and revenue, especially on the website. In order to troubleshoot, the IT team used custom scripts and multiple monitoring tools. However, with limited staff resources, support requests had to be prioritized, leading to slower responses. The team couldn’t proactively detect and correct anomalies. In some cases, they were constrained in identifying crucial issues quickly, occasionally resulting in lost revenue.
John Lewis has a multi-site architecture, with each of its two datacenters using Splunk forwarders to collect data from multiple sources for indexing. This indexed data is then accessed via Splunk search heads with job servers for scheduled tasks and processes. John Lewis also uses Splunk DB Connect to augment its machine data with structured data from relational databases.
John Lewis initially deployed Splunk software for alerting, direct searching and graphing. Since launching its new e-commerce platform, John Lewis has been using Splunk Enterprise for highly complex analytics, including trend analysis, visualizations, customer behavior modeling, incident analysis, problem management and complex alerting. Splunk dashboards provide Operational Intelligence, along with views into the overall health of the website.