• The enhancements to PagerDuty’s award-winning platform enable digital operations teams to standardize flexible, automatic incident management on the market’s most resilient digital operations platform.

PagerDuty Inc., a global pioneer in digital operations management, announced new additions to the PagerDuty Operations CloudTM to save money, increase operational efficiency, and maximize uptime while reducing the interruption and attention caused by important events. The enhancements to PagerDuty’s award-winning platform do not just reduce noise, minimize toil, and automate manual work so teams can focus on innovation; they also enable digital operations teams to standardize flexible, automatic incident management on the market’s most resilient digital operations platform.

Faced with rising costs, a slowing economy, increased pressure on short-staffed teams, and exponential proliferation of data volume and technology complexity, tech workers are burdened with urgent, high-impact “interrupt work” that diminishes productivity, depletes resources, and jeopardizes end-customer loyalty and revenue.

IDC1 estimates the average annual cost of inefficient incident response to be USD 2,447,878 per business, which can be significantly higher when thousands of customers are affected. Companies have to face direct, unanticipated expenses in the form of lost income due to outages and incidents, as well as productivity losses, as personnel struggle to handle big problems rather than developing new revenue-generating features or reducing tech debt.

Sean Scott, Chief Product Development Officer at PagerDuty, said, “Businesses today need PagerDuty’s Operations Cloud – a single, integrated platform for action that improves productivity and efficiency, increases availability and reduces incident duration while delivering intelligent automation to give teams the freedom to innovate. In the current environment, companies need to control costs and consolidate software. This can result in a significant change to production environments. PagerDuty protects your production environment and gives you peace of mind that your service levels will hold if incidents occur, keeping your customers happy.”

Highlights from the latest PagerDuty release include:

Integrated Customer-facing PagerDuty Status Pages: Reduce support volumes and context switching between separate tools by keeping customers, partners, and stakeholders informed of the real-time service status.

Using PagerDuty Status Pages, users can proactively and securely communicate real-time operational updates with customers straight from the PagerDuty Operations Cloud platform and utilize their chosen audience-specific communication provider. Utilize PagerDuty Status Pages to enhance the customer experience, decrease the workload of support staff, and eliminate the need to maintain separate infrastructure for status pages.

More Adaptable Incident Workflows: Reduce issue costs and resolution times while minimizing the risk of a human mistake by automating incident response procedures.

Flexible Incident Processes allow teams to automate issue-specific workflows, depending on the kind of incidents they manage, including a comprehensive list of incident actions based on urgency, status, and priority. For instance, users can personalize a major incident workflow that automatically opens a conference bridge, adds responders, and launches an incident-specific Slack channel to reduce cognitive load on response teams and keep all stakeholders aligned, ensuring best practices when every second counts.

Configurable Alert Grouping Powered by AIOps: Cut down on engineering time and enhance productivity by reducing system noise with more granular and exact time slots to intelligently aggregate alarms.

Intelligent Alarm Grouping, enabled by PagerDuty’s AIOps, now supports adjustable periods that allow users to further decrease alert noise in their environment. In a few weeks, a sample of our Early Access program indicates that teams utilizing this functionality notice a 45% reduction in the average compression rate of their noisiest services. PagerDuty’s machine learning engine will calculate and propose the optimal time window for a certain service to assist clients in getting started quickly.

Custom Fields on Incident for Enhanced Relevance and Usability: Resolve any operational problem more quickly and eliminate time lost by switching systems.

To offer the right information to responders in the right places, Custom Fields on Incidents now provides the ability to incorporate case-specific contextual information in PagerDuty fields. Teams can combine data from enterprise-wide systems of record and get a comprehensive perspective of the incident. Custom Fields on Occurrences makes PagerDuty more accessible for clients that use PagerDuty to handle incidents across company departments, including HR, legal, and other domains. Custom Fields on Incidents is a significant step toward making the PagerDuty Operations Cloud more helpful to operations teams outside engineering and IT.