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About Florida Power & Light

Florida Power & Light (FP&L) Company is the largest energy company in the U.S. as measured by retail electricity produced and sold. The company serves more than 5.6 million customer accounts, supporting more than 12 million residents across Florida with clean, reliable, and affordable electricity.

FP&L operates one of the cleanest power generation fleets in the U.S. and in 2021 won the National Reliability Excellence Award for the sixth time in the last seven years. The company was recognized in 2020 as one of the most trusted U.S. electric utilities by Escalent for the seventh consecutive year.

FP&L is a subsidiary of Juno Beach, Florida-based NextEra Energy, Inc. (NYSE: NEE), a clean energy company widely recognized for its efforts in sustainability, ethics, and diversity. NextEra Energy is also the parent company of NextEra Energy Resources, LLC, the world’s largest generator of renewable energy from the wind and sun.

The Challenge

Electric companies must be stable and reliable above all else. FP&L faces the daunting task of managing and securing geographically dispersed infrastructure consisting of thousands of networked devices. Like banking and healthcare, the energy sector is highly regulated.

The North American Electric Reliability Corporation Critical Infrastructure Protection (NERC CIP) sets the requirements for securing North America’s bulk electric system. However, maintaining situational awareness of varying Configuration Items (CI) is extremely difficult.

Key Pain Points:

• Data Accuracy: Manually collected data was often insufficient or out-of-date, leading to negative NERC CIP audit findings.
• Baseline Management: Using IBM Tivoli Netcool Configuration Manager (ITNCM), the team could only see changes relative to a device's previous state, rather than comparing it against current policy-driven baselines.
• Organizational Hurdles: Persuading senior leadership to adopt new platforms and competing for resources against a long-running ServiceNow implementation.
• Scale: Managing over 2,000 devices, each potentially requiring its own baseline, created unmanageable overhead.

The Solution

FP&L determined that ChangeGear was the most flexible and scalable solution to replace their legacy systems. They implemented the Service Desk, Asset Management, and CMDB modules.

Implementation Highlights:

• CMDB & Baselines: ChangeGear provided a single database with approximately 150 device baselines, allowing devices to be grouped and managed by function rather than individually.
• Integration: The team integrated ChangeGear with Tripwire via API. This allows authorized requesters to submit white-listed change elements while automatically flagging and stopping unauthorized requests.

• No-Code Flexibility: Leveraging ChangeGear’s "Flex" module, FP&L built a customized "Mitigation" module.
• Automation: This new module replaced manual Microsoft Excel spreadsheets and SharePoint sites used to track defects, ensuring all issues are addressed within the required 35-day window.

The Results

By replacing older, single-point solutions with a comprehensive approach to asset and change management, FP&L transformed their digital infrastructure security.

• Audit Readiness: The company can now efficiently meet the stringent documentation requirements of NERC CIP, specifically regarding ports, protocols, and services.
• Operational Efficiency: Automated workflows reduced the time and effort previously spent on manual reporting and spreadsheet tracking.
• Risk Mitigation: The Tripwire integration ensures that only policy-compliant changes are executed, significantly lowering the risk of non-compliance and infrastructure instability.

About Serviceaide

Serviceaide is a leader in modern service management, aiming to transform ITSM, ESM, and Customer Service. By applying breakthroughs in artificial intelligence, machine learning, and natural language processing, Serviceaide empowers service owners and delivers enhanced self-service through digital labor and automation.