As one of Australia's leading general insurers, Auto & General knew AI would play an important part in their future IT operations. To ensure success, the team embarked on a comprehensive observability maturity journey to build solid foundations, governance, and structure. Learn how A&G worked with New Relic to successfully lay observability foundations for the AI age.
What this session is about
Playbook
Editorial commentary · what to actually do about this on Monday
The concept
Observability maturity is a *precondition* for AI ops, not a follow-up. Foundations, governance, structure.
Why it matters
You cannot run AI on systems you cannot see. AI ops compound the visibility problem because AI behaviours are stochastic and hard to reproduce.
The hard parts
Maturity isn't tools — it's discipline. Consistent telemetry, consistent naming, clear ownership. Tools without discipline produce dashboards no one trusts.
Playbook moves
(1) Score every service on observability maturity (logs / metrics / traces / ownership clarity). (2) Block AI rollouts on services that haven't been scored. (3) Make ownership explicit before tooling investment.
The surprise
The fastest observability uplift comes from forcing *service ownership clarity*. Tools don't help if no one owns the service well enough to know what "normal" looks like. The org-design move (clear owners) precedes the tooling move.
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Independent editorial perspective — not an official AWS or speaker statement. Designed for executives evaluating what to brief their teams on next.
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