Dynatrace experience for citizens of the Municipality of Milan

The Municipality of Milan provides essential services to 1.5 million citizens, as well as welcoming and managing relationships with city users (commuter workers and tourists, exhibitors, etc.), investee entities, public and private entities.

To modernize its services, processes and support technologies and continue to guarantee the best service to its users, the institution has embarked on a digital transformation path that has included the adoption of the Dynatrace software intelligence platform to improve the application monitoring of systems in operation and support the migration of the Municipality’s applications to the cloud.

Prior to the implementation of Dynatrace, Council’s IT team was confronted with a lack of control over its IT environment and end-to-end monitoring of critical applications. Many different and non-integrated tools were used, resulting in the IT team spending a lot of time identifying, studying and manually reporting events and problems. Not only did this take time away from other activities of greater relevance to the organization, but it did not allow the team to derive insights from the data that could be used to improve services and performance.

Thanks to Dynatrace, the Municipality of Milan now has an intelligent and automatic observability of the entire stack, from the infrastructure layers to the code level.

Another important differentiator of Dynatrace is its two-way integration with ServiceNow, which the Municipality of Milan uses to manage its IT processes. Dynatrace automatically detects the performance, availability, errors and anomalies of resources in the applications and infrastructures of the Municipality of Milan and sends the information directly to ServiceNow. This creates notifications and events that contain data on the impacted systems and the precise cause of the problem, resulting in greater effectiveness in managing and resolving activities.

The Municipality of Milan and the pluses of Dynatrace’s Digital Experience and Business Analytics capabilities

As pointed out in an official note from Francesca Lioce, Chief Officer in Service and Application Maintenance at the Municipality of Milan: «Business impact analysis provides us with the visibility of the services and users affected by a problem. For example, the Dynatrace Session Replay feature allows us to reproduce a user session of using a particular feature for a given system to exactly reproduce the actions that have been performed and that have produced abnormal system behavior.».

One benefit of Dynatrace was, in particular, the ability to create custom views that provide service managers with accurate answers on the performance and status of their applications and architectures, in real time. This data is enriched with external data via API, thereby increasing the amount of data that can be monitored.

Per Emanuele Cagnola, Italy director di Dynatrace: «The Municipality of Milan represents an important evidence of how public and private institutions can exploit technology to offer better services to citizens and make the digital path of each user unique and uninterrupted.. Growing digitalization is impacting all areas of our life, including the relationship between citizens and the public administration. This made it necessary for the Municipality of Milan to adopt a new approach to observability of performance to provide more agile and efficient digital services. We are happy that thanks to Dynatrace the Municipality of Milan is now able to proactively measure the actual quality of the service provided, offer increasingly timely responses to citizens and devote itself to the development of new services.».

In the future, the Municipality of Milan plans to extend the use of Dynatrace to other applications and technologies and further integrate it with various external sources to enrich its insight AIOps. It also aims to make more use of the injection of external data and metadata (including Open Telemetry) towards the artificial intelligence engine of Dynatrace, Davis, to further enrich its ability to identify anomalies and be able to extend the value of the platform within a multi-cloud scenario implemented according to the hybrid-cloud paradigm. The aim is to avoid technological and supplier lock-in, and to have a unified and integrated monitoring system regardless of the cloud-provider.

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