Australian travel agency Flight Centre has resumed the use of observability software, predominantly ThousandEyes, after cutting it as part of pandemic-related cost-cutting measures.
The purpose of the software has changed, from reactive incident response to proactive incident detection, to enable IT to better manage systems and tools to support travel consultants.
By doing so, Flight Centre hopes to maximise consultants’ productivity and keep them serving customers at all times. Observability software allows Flight Centre to conduct synthetic testing of the consultants’ software-as-a-service (SaaS) platforms and ensure they are available for use.
Flight Centre also tracks the service level agreement (SLA) with its vendors and providers to ensure the platforms are up and available for its consultants. Flight Centre’s next step in observability is to implement automation for specific underperformance conditions.