Aeroporti di Roma (ADR) is the largest airport operator in Italy, with almost 50 million travellers passing through its terminals annually. Using the Dynatrace Observability platform has enabled it to enhance the passenger experience. This improves the efficiency of operations across the airport. For example, it helps process 90% of travellers through security in 3 minutes. It enables punctual arrivals and departures for more than 99% of its daily flights across two airports. Also guarantees that 13 million bags reach more than 200 destinations annually.
The level of service was recently recognised by the Airport Council International. Which awarded Leonardo da Vinci Airport as the best airport in Europe for the fifth time in the airport category of over 40 million passengers. The airport operator also won several other awards for customer service in the last year. Notably being ranked as having the best quality of service as expressed directly by passengers for the sixth consecutive year.
What does Dynatrace do for Aeroporti di Roma?
To achieve recognition and awards, the airport has put digitisation at the organisation’s heart. It invested heavily in digital solutions, but monitoring these required several third-party integration systems. The disparate and disconnected solution, meant the risk of delays in resolving critical issues. For example, having a single system offline at security for minutes could lead to massive delays, with queues and the risk of missed flights.
To better coordinate and oversee their systems, ADR selected the Dynatrace platform. Dynatrace enables them to unify the observability and security data from its on-premises and cloud infrastructure. Once ingested, the Dynatrace automation capabilities have enabled ADR to automate processes to ensure that issues are highlighted and escalated quickly.
ADR takes advantage of this integration to its ITSM platform. By raising tickets at an appropriate severity level when issues are identified. Dynatrace offers ADR a holistic view across its infrastructure. Unifying data points to deliver a single source of truth and an overview of its digital health.
Emiliano Sorrenti, Chief Information and Technology Officer at ADR commented, “Performance issues and security vulnerabilities in our software may have significant real-world ramifications for travelers’ experience in our airports. If one of our critical applications is offline even for a few minutes, it can lead to huge queues at check-in, border control, or baggage handling desks, which could cause travelers to miss their flights.
“The Dynatrace platform enables us to optimize and safeguard the systems our customers rely on easily and proactively. That means we can create a better airport experience for our travelers and, ultimately, get more of them to their destination on time.”
Making a real difference
ADR leverages the AI embedded within the Dyntrace platform, to analyse events and provide proactive alerts and service tickets when warranted. This means that the tech teams spend less time triaging issues. Freeing up time to resolve them and reducing any potential downtime. In addition to the operational efficiencies, Dynatrace provides information about new security vulnerabilities. These may impact any digital systems across the infrastructure.
This enables the support teams to take mitigating actions to eliminate the threat of disruption. The team has also leveraged the Dynatrace workflow tools, to further automate processes, reducing delays.
Sorrenti added, “Dynatrace has revolutionized how we manage service incidents and software vulnerabilities, enabling us to create more seamless airport journeys for our travellers. The platform’s extensive automation and causal AI capabilities mean we can now have a ticket raised that points to the exact cause of the issue and can have that in the hands of the person who needs to resolve it within milliseconds.
“For many types of incidents, we’ve even been able to create automated workflows to enable our applications to self-heal without the need for human intervention. As well as improving the reliability and security of our critical airport services, these automations have enhanced our operational efficiency by eliminating the need to triage problems and scan for vulnerabilities manually.
“Instead, the answers from Dynatrace empower us to jump straight into a resolution with our partners. Ultimately, that keeps travelers flowing through our airports with ease.”
Enterprise Times: What does this mean
ADR is a strong advocate for implementing an observability platform at the heart of a complex operation. For other multi-site organisations with a mix of assets, Dynatrace has proven its worth. While Dynatrace and ADR have not shared the ROI for Dynatrace, what impresses them is that the solution has helped the airport to retain its award-winning status. It is also continually improving the solution with new processes and adding additional systems as they are implemented.
