Mitigating business risk is a key enterprise priority. To avoid unnecessary exposure to the business, technical teams need a proactive approach to managing incidents. While this is a well-known challenge, it’s also much easier said than done. Over the years, many organizations have cobbled together their own bespoke processes for managing different types of incidents. The patchwork approach of tools and processes has made the whole endeavor unwieldy and unscalable, leading to delays in resolving incidents and negative impact to customer satisfaction. Clearly, there are still gaps in accountabi ..read more

Organizations looking to win the market and drive great customer experiences need to deliver on the promise of exceptional service, meaning fewer interruptions and faster resolution. This can be done by embedding automation across the incident management lifecycle for major incidents, and bringing in humans where it makes sense. Let’s walk through some of the steps in incident management that are primed for automation for immediate gains, either to eliminate the need for humans to intervene, or to support them in critical moments. Before you know there’s an incident Before responders know an i ..read more

As we reach the end of our blog series on the occurrences in 2023 from the fourth installment of our blog series, Restore: Repair vs. Root Cause, the unavoidable truth is that incidents are a universal challenge for organisations, regardless of their scale or field. In the APAC region, there’s a noticeable increase in regulatory bodies imposing strict penalties on major companies for service failures. Organisations are now dealing with consequences that go beyond revenue and trust loss, such as severe financial penalties and operational restrictions. When it comes to major technological disrup ..read more

We live in an always-on world, where things move fast and break often. Building stronger resilience is critical for operational efficiency and delivering great customer experiences. CIOs have heavily invested in ITSM solutions, but a centralized, queued approach is no longer meeting the needs of modern organizations when it comes to critical, customer-impacting issues. It’s time to gain more value from our ITSM by modernizing it with a platform that helps you manage unplanned, urgent work across the enterprise at scale.  And so we’re excited to announce a significant update to the PagerDu ..read more

Improving Beyond MTTR We’ve posted a bit about the ambiguity around MTTR before, but we want to get deeper into the confusion and maybe false sense of security our reliance on MTTR causes, from both a qualitative and quantitative standpoint. Our friends at the VOID have also tackled MTTR from the standpoint that we often can’t conclusively even pinpoint the time part; we are tracking time from when an alert is received or maybe from the time a customer reports an issue, but those methods are only as good as our metrics and customer reporting channels allow. If our goals are to increase our rel ..read more

In a world where organizations of all industries increasingly rely on digital innovation and experiences to create differentiation in the market, it has never been more critical to ensure the integrity of their operations are safeguarded against unforeseen outages and incidents. Operational disruptions today can have a major impact on brand reputation, create negative revenue implications and impact customer loyalty. Beyond the world of customers, employees today also rely on mission-critical apps to manage their day-to-day internal operations and any unplanned interruptions can harm the busin ..read more

A critical partner in your supply chain just went down. An earthquake just hit your main operations hub. Breaking news about your organization just hit social media. Bad news first—there’s always another crisis or existential threat to your organization on the horizon. If you don’t have an established Crisis Response process and team in place, you’re running a high risk of failure. If you do have a process and team, you should be continuously iterating based on the threats and the level of sophistication or you will also risk failure. The good news is that the PagerDuty Operations Cloud can su ..read more

Data has become the lifeblood of businesses, empowering organizations to make more informed decisions, drive innovation, and gain a competitive edge. McKinsey touts the benefits of adopting data-supported capabilities, referring to the various ways data is utilized to enable and enhance the functioning of an organization. These capabilities enable faster and more powerful insights, leading to “better decision making as well as automating basic day-to-day activities and regularly occurring decisions.” But there’s another side to data—it’s everywhere. And when data is dispersed across various to ..read more

With the acceleration of cloud and digital transformation initiatives, enterprises are under pressure to adopt more agile, DevOps practices to be responsive to the business. But the increased complexity of digital systems and reliance on digital business only makes the cost of incidents more expensive.  When incidents happen, protecting customer experience and minimizing downtime starts with bringing the right subject matter experts in to fix the problem. For many organizations tackling agile methodologies, embracing service ownership (you build it, you own it) into the incident response ..read more

Incidents are a costly burden on businesses. Despite assembling the right people and teams, the manual work, tool setup and prolonged tasks can negatively impact customer experience. The need for adaptable processes to address diverse incident types further complicates the situation. This is where the PagerDuty Operations Cloud steps in. It streamlines and automates all the various manual steps in the incident response process. The result is a cohesive and end-to-end incident management experience that frees up responders to focus on the critical thinking requirements to resolve the incident ..read more