FEATURE
builds long-term capability. Observability and New Relic are central to advancing Serko’ s AI-powered ambitions, providing the necessary reliability to deploy and scale complex, dataintensive AI features in a demanding new market.
What are the key pillars underpinning this strategy and how do they strengthen Serko’ s position in an increasingly competitive market?
We have a wide range of systems that coordinate to ensure the business traveller gets the best possible experience before, during and after their trip. The addition of AI makes this surface area even larger and potentially more prone to unexpected outcomes. It’ s therefore critical for us that we have world-class observability across all our systems – and we rely on New Relic to provide the necessary telemetry for us, so we can tie all our systems together.
There are four essential types of telemetry – Metrics, Events, Logs and Traces – that collectively provide deep visibility into the health and performance of complex software
Partners have played a critical role in Serko’ s ambition to scale globally, most notably our partnership with Booking. com. environments. For a corporate travel platform, leveraging this data is critical for maintaining a competitive edge. It allows engineering teams to monitor real-time booking flows, track complex interactions across global airline and hotel supplier APIs and proactively resolve friction points before a traveller’ s itinerary is impacted.
Gaining this deep insight relies on these four observability pillars working in tandem. Metrics provide foundational, time-stamped data points to track high-level trends like search latency or overall booking conversions, while Events capture richer, parameter-driven actions to map specific traveller journeys, such as a completed booking or failed payment. Logs offer granular, step-by-step records of background tasks that the software executes, allowing engineers to search through deep system data to uncover the root cause of any performance issues. Finally, Traces maps the connectivity across all these operations, tracking a single user request as it travels from a mobile interface, through internal servers and out to third-party airline reservation systems, ensuring every interaction remains visible and seamless.
Partnerships have clearly been central to your growth – how have collaborations helped accelerate Serko’ s global scaling ambitions?
Partners have played a critical role in Serko’ s ambition to scale globally, most notably our partnership with Booking. com. The business has
38
INTELLIGENT CIO APAC www. intelligentcio. com