1) KPN is a major telecommunications company in the Netherlands that is undergoing an organizational change towards DevOps and SRE principles with the help of tools like Splunk. 2) Splunk helps reduce organizational silos by bringing together data from multiple teams to provide insights and dashboards. It also enables transparency and traceability. 3) Implementing changes gradually and getting engineers and business users on board with small, iterative steps is key to a successful adoption of Splunk and organizational change at KPN.

1. Splunk> a building block
for organizational change
Luuc Dekkers @ splunk>live!

2. T&A
Team of incredible
people (engineers and
product owners)
Involved with divers
projects and tools
(StackState, Puppet,
Splunk> and more)
Luuc
Born in Eindhoven,
living in Rotterdam
Fan of going out for
dinner, travelling and
PSV
Bad in cooking and
saying no at work
KPN @ splunk>live!2
KPN
2 year Management
Traineeship
3 years at Customer
Team organization
1,5 year at Tooling &
Automation team
Luuc Dekkers
Tooling & Automation

3. KPN
Het netwerk van Nederland
• KPN N.V. revenue was about 5.6 billion in
2018 while employing about 12.500 FTE’s
• Consumer market products; fixed and mobile,
Internet and Television
• Business market; fixed and mobile, and a
broad range of IT services like Workspace,
Cloud and Security
• ICT strategy acquisitions; Internedservices
2015, Divider, CAM-IT, DearBytes en QSight IT
(incl. Inspark) 2017
KPN @ splunk>live!3

4. WHY
We believe that technology enables KPN and its
customers to be successful in a rapidly changing world
in which we are seeking ways to be more efficient and
effective together with delivering a high quality of
service

5. Organizational change
DevOps and SRE
• From ‘traditional’ IT operations to Agile,
DevOps principles and Software Reliability
Engineering
• Main principles;
o Reduce organizational silos
o Accept failure as normal
o Implement gradual changes
o Leverage tooling and automation
o Measure everything
• And how does splunk> support all these
principles and thus supports organizational
change?
KPN @ splunk>live!5

6. 6
REDUCE
ORGANIZATIONAL
SILOS
In our Splunk environment
100+ sources from 10+
teams come together
enabling insight in IT chains
and dashboarding
possibilities.
The business critical analysis
team (BCA) has access to a
lot of data. This creates
transparency & Traceability.
KPN @ splunk>live!

7. 7KPN @ splunk>live!

8. 8
ACCEPT FAILURE
AS NORMAL
We use an iterative way of
building dashboards with
our business in which first
attempts are not perfect at
all.
Furthermore, when things
go wrong, we tend to get
closer to each other and fix
things together.
KPN @ splunk>live!

9. 9
IMPLEMENT GRADUAL
CHANGES
Main question was “How do
we get engineers on
board?” and “How do we
get value out of data?”
It takes time, so do it step
by step. Democratization is
key!

10. 10
LEVERAGE
TOOLING & AUTOMATION
We made Splunk part of our
ecosystem.
We monitor the usage of
our tooling.
KPN @ splunk>live!

11. Examples
• We monitor the usage, by divers IT operations
teams, of our generic tools
• Adoption rate is an important performance
indicator within operations
11

12. 12
MEASURE
EVERYTHING
Why? The most common
answers are: 1) to answer
questions, 2) to show
results, 3) to demonstrate
value, 4) to justify our
budget (or existence), 5) to
identify opportunities for
improvement and 6) to
manage results.
KPN @ splunk>live!

13. 13KPN @ splunk>live!

14. Enjoy the ride!.
KPN @ splunk>live!14
Information and data is key in our
work, but inspiring and telling the
stories behind the data is human and
fun.

15. 15
Main take-aways
• Understand how Splunk can
support your strategic goals
• Reduce organizational silos
• Implement gradual changes
• Leverage tooling and
automation
• Measure everything
• Accept failure as normal
• Providing people with easy
access to data & insight
• Enjoy the ride!
KPN @ splunk>live!