Improving service resiliency and incident automation

Salt River Project serves approximately one million end users across a service area that spans three counties, including most of the Phoenix Metropolitan area. To support that scale, Salt River Project relies on a complex network of IT infrastructure and applications to ensure comprehensive coverage at all times. The adoption of SL1, an AIOps automation engine, will allow Salt River Project to attain real-time visibility and greater situational awareness across its complex IT environment to provide more reliable service and increase customer satisfaction.

“As a Public Power Utility, Salt River Project acts in the best interest of our customers and our community. IT plays a role in maintaining the reliability, resiliency, and performance of critical systems,” said Kevin Carlson, Senior Director, Information Technology Services at Salt River Project. “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.”

Better incident response times require IT operations to continuously synchronize configuration management database (CMDB) with real-time information throughout the monitored environment, so the CMDB is accurate and up-to-date whenever changes occur. Salt River Project can now identify any inconsistencies across their environment for accurate and enriched problem management. Furthermore, SL1 enables Salt River Project to leverage its maintenance window for ticket automation, reducing false alerts and boosting the IT operations team’s productivity.

“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. 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,” said Dave Link, founder and CEO of ScienceLogic. “To that end, it is critical that the CMDB is fed accurate and context-rich data to achieve true business service visibility and contextual insights in real-time. With SL1, Salt River Project can run operations more efficiently and effectively to significantly improve service quality and customer satisfaction.”