With top-of-the-line automated alerting and monitoring solutions, Softility is enabling one of the world’s largest metro cities drastically reduce operational expenses, provide faster and improved citizen public safety and emergency call center services, and evolve into high-tech smart-city service providers.
ADDING VALUE
Softility deployed a modern alerting and monitoring tool for the city’s emergency call center operations and provided the city agency responsible for public safety and emergency response with a unified AIOps-based automated platform for all public safety initiatives, helping significantly reduce incident volume requiring human support.
This agency serves as the city’s public safety and emergency call intake and dispatch center and the information hub for all first responders, handling approximately 11m emergency calls annually.
Softility’s innovative platform helped the agency improve SLAs by reducing the mean time to detect, isolate, and resolve incidents and enabled data scientists and ML algorithms to identify patterns and automate responses to anomalies.
CITY’S TECH CHALLENGES
Manual Monitoring Limitations
The city agency felt the need for advanced alerting and monitoring capabilities for public safety initiatives and emergency services on a modern, NexGen unified platform that supports complex hybrid-cloud systems while preserving existing rulesets and monitoring legacy apps.
The existing legacy alerting and monitoring tools were inflexible, expensive to manage, outdated, and couldn’t be integrated with the latest technologies:
- Legacy monitoring tools and processes were siloed, rigid, obsolete, and unsuitable for hybrid cloud architectures.
- Incident/Event notifications had no mechanism to trigger automated responses.
- Current tools weren’t supported, and couldn’t be upgraded, which left users without a support system for their issues and hindered effective monitoring.
SOFTILITY’S SMART-CITY SOLUTIONS
Automated alerting and monitoring solution for top-of-the-line public safety response
Softility replaced the city agency’s several different monitoring tools and processes with a modernized alerting and monitoring NexGen AIOps-based technology platform that consolidates the monitoring functionality to improve alerts and automate responses to anomalies.
We helped the city agency leverage the features of the cloud based solution suitable for hybrid architectures to support the monitoring of a complex hybrid IT infrastructure – cloud environments, data centers, distributed data systems, containers, microservices, etc., and standardize, unify, and consolidate monitoring while promoting best-practices, correlation, and automation.
Based on industry best practices, we provided recommendations and designed and deployed a high-availability architecture, integrated assurance, and log analytics platforms that allow growth and scalability.
New functionalities:
| Monitoring product sets, servers, data, and message collectors | Monitoring unified server, networks, storage, root devices | Complete discovery of public safety infrastructure |
| Role-based access control | Log collection and analytics | Event enrichment and correlation |
| Like-to-like monitoring with out-of-the-box functionality | Lightweight Directory Access Protocol (LDAP) integration | Auto ticketing with bi-directional integration & data enrichment |
| Dashboards for op group-specific service & infrastructure | Additional devices monitoring | High Availability (HA) setup |
The solution provided operational teams with access to granular monitoring data powered by advanced analytics to gain operational awareness to quickly troubleshoot and restore failing services, in addition to automating the day-to-day tasks, so they focus on strategic technology initiatives.
Mega Savings in Millions
With the modern monitoring solution encompassing fault, performance, configuration, and log analytics, the city agency could improve the breadth and depth of monitoring and proactively address issues before they impacted service – ensuring the mission-critical stability of its emergency services.
| Unified alerting and monitoring platform for all public safety initiatives | Reduced incident volume requiring human intervention with automation | Improved SLAs with a reduced mean time to detect and resolve incidents |
| Empowered data scientists and ML algorithms for identifying patterns | Monitoring of hybrid cloud environments and distributed data systems | Standardized consolidated monitoring, correlation, and automation |
| Proactive identification of issues avoiding impact | Ensuring of mission-critical stability of the critical services | Constantly available and reliable critical services |
About Softility
Softility is a digital transformation technology services provider of innovative solutions spanning diverse technology portfolios – cloud adoption and modernization, data engineering and analytics, AI-driven operations, and digital service management. We are the first-choice partner for several businesses requiring unique custom transformational journeys, right from early-stage strategic advisory and quick solution design, implementation, and delivery, to managed services. We’re a trusted long-term partner of several large businesses, including Fortune 500 telecom companies, SLEd organizations, healthcare institutions, large enterprises, and federal government institutions that repeatedly choose us over large tech consulting companies for their revolutionary digital transformation journeys.
AIOps Solutions
Automated Service Assurance – With our proven methods and decades of monitoring & observability experience, we modernize and automate service assurance with AI for IT and network operations to help reduce operational expenses and deliver reliable services.
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