Collaboration targets service resiliency, incident automation

Published on September 06, 2019 by Douglas Clark

© Shutterstock

Salt River Project officials said the Arizona utility provider has adopted ScienceLogic’s SL1 platform as a means of enhancing service resiliency and incident automation.

“As a Public Power Utility, Salt River Project acts in the best interest of our customers and our community,” Kevin Carlson, senior director of Information Technology Services at Salt River Project, said. “IT plays a role in maintaining the reliability, resiliency, and performance of critical systems. Rather than being reactive to events, it is important for us to grow a platform that will transform monitoring to bring proactive insights, leveraging AIOps and machine learning. We believe ScienceLogic’s core capabilities and strategic vision will help us continue to innovate and deliver the quality of service our customers need and expect.”

Improved incident response times require IT operations to continuously synchronize configuration management database (CMDB) with real-time information throughout the monitored environment.

“Salt River Project operates at a vast scale, putting pressure on IT operations to keep up with the correspondingly high volume, variety, and velocity of service tickets,” Dave Link, founder and CEO of ScienceLogic, said. “IT operations are tasked with maintaining infrastructure and ensuring critical business application performance, and must be able to automatically resolve incidents and maintain uptime for customers.”

Link said it is critical the CMDB is fed accurate, context-rich data to achieve business service visibility and contextual insights in real-time, noting with SL1, Salt River Project can run operations more efficiently and effectively to significantly improve service quality and customer satisfaction.