Softility Transforms World Top Global City Networks; Automation Saves 200K Hours

By implementing ScienceLogic’s unique, unified monitoring and log analytics platform, Softility created sustainable, long-term solutions tailored to our needs.

Softility is a trusted provider of AI-enabled digital transformation solutions that help large enterprises reduce inefficiencies and achieve mission-critical goals. For nearly a decade, the company has guided customer transformation across AIOps, automation, cloud, data, cybersecurity, and IT service management.

One of the world’s top 10 city agencies responsible for emergency communication services faced major challenges operating a complex environment built on siloed, aging, and expensive tools that were not well suited for hybrid cloud demands. By partnering with Softility, the agency modernized operations, improved efficiency, strengthened service reliability, and reclaimed thousands of engineering hours with a unified monitoring and observability platform powered by ScienceLogic.

The agency’s environment presented several challenges that limited operational performance. Its network was highly complex, and the IT team struggled to maintain consistent service levels and spot issues in real time. Monitoring thousands of Cisco network interfaces created substantial manual burden.

The Text-to-911 service required uninterrupted availability to support Hearing and Speech Impaired citizens. Even brief outages carried serious risk and required proactive identification and resolution.

Ticket management was also inefficient. Limited integration between existing tools and the Remedy ITSM platform forced engineers to manage a high volume of tickets manually. This slowed response times and limited the team’s capacity to focus on higher-value initiatives. Together, these issues created risk for both the agency’s internal operations and its ability to deliver reliable services to the public.

Softility deployed ScienceLogic’s AI-driven automation and observability platform to address the agency’s requirements and improve long-term operational maturity. Automated Cisco network monitoring optimized performance and lowered manual workloads. Threshold-based alerts, task automation, and predictive analytics supported faster issue identification, improved MTTR, and more efficient workflows.

For Text-to-911, Softility consolidated and standardized real-time data through ScienceLogic. Custom dashboards delivered actionable insights, and automated alerts generated tickets immediately when service issues were detected. This helped ensure continuous communication availability for city residents.

To improve ticket management, Softility integrated the Remedy ITSM tool with ScienceLogic for automated ticket creation and real-time updates. Each ticket included detailed context such as timestamps and interface information, enabling faster root-cause analysis. Automating repetitive workflows also reduced overall ticket volume.

Softility’s automation and observability solutions, powered by ScienceLogic’s AI platform, helped the city reclaim significant engineering hours by reducing manual workloads and improving operational efficiency. Enhanced ticket visibility and 360-degree observability allowed IT teams to focus on more strategic initiatives.

Key outcomes included:

Reduced Downtime: Continuous monitoring and automated alerts helped teams identify and mitigate potential failures before they impacted services.

Improved Service Reliability: Text-to-911 achieved stronger uptime and responsiveness as a critical public safety lifeline.

Higher Efficiency: Fifteen monitoring tools were replaced with the Skylar One unified platform. Automating repetitive tasks lowered manual intervention and cut time-to-resolution by 55 percent.

Engineering Hours Reclaimed: Automation of routine workflows freed more than 200,000 engineering hours. The city reduced IT operating costs by 40 percent.

Greater User Confidence: With reliable service delivery and more manageable workflows, engineers could shift focus to strategic innovation. Improved stability also strengthened public trust in city services.

Softility’s automation solutions redefined how one of the world’s top city agencies manages critical network infrastructure. By addressing challenges in network monitoring, service availability, and ticket management, Softility helped the agency streamline processes, enhance service reliability, and prepare for future innovation.

The partnership with ScienceLogic’s Skylar One platform highlights the essential role modern technology plays in maintaining efficient and reliable public services. Softility’s commitment to tailored and scalable solutions ensures its clients continue to leverage ScienceLogic’s AI capabilities to meet today’s demands and stay ahead of tomorrow’s challenges.