Story
New Relic
RakutenHow Rakuten Runs Production Support on New Relic IAST
Rakuten, an information technology organization in Japan, uses New Relic IAST from New Relic to support production support for SREs and developers.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for application health |
| Capability | Production support stays visible to adjacent teams through New Relic IAST |
| Capability | SREs and developers work from the same New Relic IAST record for application health |
Story
Rakuten is based in Japan and runs information technology operations at a scale where application health cannot live in side channels. SREs and developers were reconciling competing copies of the same work, which slowed production support and hid who owned the next step.
The company runs production support on New Relic, with New Relic IAST as the product SREs and developers actually open. New Relic provides observability software so engineering teams can monitor applications, infrastructure, and user experience. For Rakuten, that means SREs and developers can open one workflow, see application health, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for application health.
