Story
New Relic
FirstEnergyFirstEnergy Brings On-call Response onto New Relic
FirstEnergy, a utilities organization in the United States, uses Pixie from New Relic to support incident management for on-call rotations.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because on-call response has a clear owner |
| Productivity | Handoffs in incident management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Pixie is the governed place on-call rotations use for incident management |
Story
Utilities work at FirstEnergy spans more than one site, even when headquarters sits in the United States. On-call response was splitting across regional habits. On-call rotations asked for a shared way to run incident management without freezing local judgment.
New Relic (Pixie) is what they standardized on. New Relic provides observability software so engineering teams can monitor applications, infrastructure, and user experience. FirstEnergy uses it as the system of record for on-call response, with on-call rotations as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
