The US firm’s unified observability platform will help Aeroporti di Roma (ADR) process 90% of travellers through security in three minutes.
Aeroporti di Roma (ADR), the largest airport operator in Italy – serving nearly 50 million people annually via more than 100 airlines and the Fiumicino Leonardo da Vinci and Ciampino airports – has begun using the Dynatrace platform to keep travellers flowing through its airports quickly and efficiently. Digital systems are at the heart of ADR’s efficiency, underpinning all critical airport processes, including security checks, border control, baggage handling, airside operations, and traveller information systems such as those used for check-in and travel updates.
Performance issues and security vulnerabilities in our software may have significant real-world ramifications for travellers’ experience in our airports
Previously, the ADR team had limited in-house visibility into its applications or the underlying on-premises and cloud infrastructure. It relied on multiple third-party systems integrators to share information on the performance of their software and its impact on travellers’ experiences and satisfaction. This reliance on multiple systems and manual triaging complicated efforts to resolve issues quickly or optimise experiences. Dynatrace has enabled ADR to overcome these challenges by unifying observability and security data from its hybrid-cloud environment.
Dynatrace’s powerful, causal AI enables ADR to use this data to uncover the root cause of performance issues and security vulnerabilities and proactively resolve them before they affect travellers. This has helped ADR process 90% of travellers through security in three minutes, enable punctual arrivals and departures for more than 99% of its daily flights (based on ADR records from Jan–Mar 2023), and guarantee that 13 million bags reach more than 200 destinations each year.
“Performance issues and security vulnerabilities in our software may have significant real-world ramifications for travellers’ experience in our airports,” said Emiliano Sorrenti, chief information and technology officer at ADR. “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 travellers to miss their flights. The Dynatrace platform enables us to optimise and safeguard the systems our customers rely on easily and proactively. That means we can create a better airport experience for our travellers and, ultimately, get more of them to their destination on time.”
The Dynatrace platform’s extensive automation capabilities enable service optimisation and issue resolution often without human intervention. Dynatrace also seamlessly integrates with ADR’s IT Service Management solution. It automatically creates tickets when it discovers problems, identifies the root cause, and instantly routes them to the right team wthin ADR to facilitate pro-active resolution.
For many types of incidents, we’ve even been able to create automated workflows to enable our applications to self-heal
This has reduced the time teams spend triaging issues by 70%. In addition, Dynatrace alerts ADR to any new security vulnerabilities as they emerge in its environments, while automatically prioritising them based on the risk to the airports’ systems and travellers. These insights enable the ADR team to resolve any issues quickly, minimising airport disruption.
“Dynatrace has revolutionised how we manage service incidents. 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 travellers flowing through our airports with ease,” concluded Sorrenti.
Image: Aeroporti di Roma
