But there’s another side to data—it’s everywhere. And when data is dispersed across various tools and silos, that poses enormous challenges for incident response teams looking to efficiently handle unplanned incidents. This leads to delays in resolving real-time incidents that can lead to lost revenue and eroded customer trust. Periodic data consolidation to a business intelligence tool further exacerbates the issue by providing stale information.

At PagerDuty, we seek to empower our customers to make data-driven decisions in their journey toward a resilient operational foundation that keeps costly downtime to a minimum. You can only improve what you measure. For teams looking to shift their approach to digital operations towards a more proactive and preventative state, access to the right actionable data is paramount. That’s why with the PagerDuty Operations Cloud^SM , we are opening access to a comprehensive suite of analytics capabilities specifically crafted to address the intricacies of modern digital operations.

So far, we’ve witnessed that users who interacted with PagerDuty Analytics observed a 26% enhancement in their mean time to acknowledge (MTTA). This improvement was accompanied by a more balanced allocation of tasks and consistent response times, resulting in a total annual time-saving of 100 hours (as per PagerDuty internal calculation based on product metrics).

Our latest release of PagerDutyAnalytics introduces dynamic new reporting with simplified data filtering, enabling responders to achieve faster incident resolution with more intelligent insights. We’re excited to announce the general availability of a comprehensive list of analytics capabilities, including:

1. Insight Reports
2. Analytics API
3. Recommendations Report
4. Operational Reviews

These new releases are now accessible to all paying PagerDuty customers. With PagerDuty Analytics, you can harness the true potential of data-driven decision-making in your efforts to drive operational excellence, optimize customer experiences, and build resilience.

Gain visibility and control with PagerDuty Analytics

We’ve invested significantly in providing granular visibility and control in our newest reports. The new Insights Reports offer expanded metrics, providing extensive coverage of the incident response process and actionable outcomes to make better decisions. With enhanced customization and functionality, you gain access to interactive visualizations, drill-down capabilities, and detailed data on responder efforts. Additionally, copy, paste, and download options of incident data are available for sharing across teams. Users can easily compare current performance to past incidents, enabling better decision-making. Priority and urgency filters make it possible to focus on critical incidents.

With the Analytics API, you can now access incident response data directly in your preferred analytics platform, which includes detailed Responder data.

Getting to know the Insights Reports and how to use them

We are democratizing critical data and helping teams go beyond just responding to incidents to being able to easily measure the impact of incidents on their Response Teams and business. The Insights Reports give you valuable insights that help you answer key operational questions you may have about your digital operations, which may include:

• How many sleep/off-hour interruptions are my Responders receiving?
• What are my most impacted Services?
• Is our Team meeting our Incident Management SLA?
• How quickly are Responders acknowledging incidents?
• How much time are Responders spending on call resolving incidents?
• Are we improving over time?

Incident Activity Report

The Incident Activity Report provides an overview of specific incidents and allows users to dive into instances they want to investigate further. It includes summary metrics such as the number of incidents and response effort over time. Users can apply various filters, edit columns, and visualize incident volume to understand and analyze their incident management process effectively.

Service Performance Report

The Service Performance Report focuses on the health and performance of different services. It provides metrics related to MTTR (Mean Time to Resolve), MTTA (Mean Time to Acknowledge), interruptions, notifications, and the total number of responders for each service. The report enables users to evaluate service health, SLA adherence, and impact on the team’s workload.

Responder Report

The Responder Report is designed to help make better decisions regarding team management and responder health. It provides information on how many sleep-hour or off-hour interruptions responders are receiving. Users can identify responders who are frequently being interrupted during off-hours and adjust their schedules accordingly. The report allows users to analyze incidents assigned to each responder and their resolution times. With these valuable insights, team leaders can foster a healthier and more efficient work environment for their responders,  increase employee satisfaction, and avoid employee burnout.

Team Report

The Team Report offers insights into the performance and workload of different teams. Users can compare teams based on incident volume and make informed decisions regarding team assignments and scheduling. The report assists in ensuring equal distribution of incidents across teams and provides a comprehensive understanding of team performance and the effect of incidents on their operations.

Escalation Policy Report

The Escalation Policy Report provides metrics related to escalation policies, ensuring that they are set up correctly and efficiently. This report provides a deeper understanding of how incidents are handled, equipping users with information to make informed decisions about their escalation policies and schedule changes. Users can analyze the effectiveness of their escalation policies and optimize their incident response strategies more effectively.

Other additions to the analytics suite:

Analytics API

With the Analytics API, customers can access incident response data directly in their preferred analytics platform. The new API is available to all plans and now includes data from all the Insights Reports and detailed responder data.

If you want to continue using an API to collect incident information out of PagerDuty, you can continue to do so with the Analytics API.

Recommendations Report

The Recommendations Report is now available to Professional, Business, and Digital Operations plans. This report shows services that could benefit from AIOps’ Intelligent Alert Grouping for noise reduction. This feature can help teams reduce the number of alerts received, saving more time to be spent solving incidents instead.

User Onboarding Report

In the realm of operational efficiency, organizations seek to streamline their incident management processes. The introduction of the User Onboarding Report serves as a pivotal tool in this pursuit. This report empowers leadership and administrators with a comprehensive overview of PagerDuty’s utilization, facilitating well-informed decisions that resonate with optimized resource allocation. By harnessing the insights from the User Onboarding Report, organizations can seamlessly navigate the dynamic landscape of incident management, ensuring that resources are judiciously allocated while maintaining the highest standards of service delivery.

Operational Reviews

The Operational Reviews are now also available to Business plans. The Operational Reviews feature offers metrics for different types of reviews. Each review type includes scorecards intended to help facilitate operational review meetings:

• Team On-Call Handoff Reviews for weekly reviews
• Service Performance Reviews for monthly reviews
• Business Performance Reviews for quarterly reviews

Demo: Improving the PagerDuty Analytics experience for you

To see all the great capabilities of PagerDuty Analytics in action, Senior Product Manager for Analytics, Anojan Gunasekaran, demos newly launched and upcoming features in this video.

Get started today

PagerDuty Analytics empowers teams with comprehensive insights on incident response performance, enabling quick identification of top-priority incidents and understanding the number of responders involved. With key metrics like MTTA and MTTR, teams can make informed decisions, design guardrails, and achieve faster resolutions, ultimately improving customer satisfaction and reducing employee burnout.

Learn more about the Insights Reports in this Knowledge Base article. To leverage the power of Analytics and improve your incident response process, try the PagerDuty 14-day free trial.

The post What’s New: Enhanced PagerDuty Analytics for Faster Insights and Smarter Recommendations appeared first on PagerDuty.

Today, organizations aim to deliver flawless digital experiences because they recognize that one positive or negative interaction can make or break a brand. PagerDuty plays a critical role in helping companies become modern enterprises by allowing them to embrace new technology, while reducing time and costs, increasing productivity, and protecting and growing revenue. We are advancing our mission to revolutionize operations and build customer trust by anticipating the unexpected in an unpredictable world.

The focus for everything that PagerDuty creates is the Operations Cloud, the platform for mission-critical, time-critical operations work in the modern enterprise. Our platform is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business. The PagerDuty Operations Cloud is behind our customers’ success stories, enabling them to thrive in today’s digital-first era. From incident response to AIOps, process automation to CSOps, modern enterprises are placing their trust in PagerDuty to navigate the complex world of digital operations. 

According to Gartner, “Traditional approaches to IT service management aren’t suited to modern hybrid cloud environments and faster service delivery times. Infrastructure and operations leaders must understand the hype around new technologies, such as generative AI and process automation, and how they affect ITSM strategies and business value.”

Gartner Hype Cycles provide a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities. Gartner Hype Cycle methodology gives you a view of how a technology or application will evolve over time, providing a sound source of insight to manage its deployment within the context of your specific business goals. 

So where exactly have we been mentioned in the Gartner Hype Cycle reports? Here’s a snapshot:

• Hype Cycle for Monitoring and Observability, 2023 (July 2023) [AIOps, Automated Incident Response, Site Reliability Engineering, Service Operations]
• Hype Cycle for Compute, 2023 (July 2023) [Infrastructure Orchestration]
• Hype Cycle for Infrastructure Platforms, 2023 (July 2023) [Site Reliability Engineering, AIOps Platforms]
• Hype Cycle for Data Center Infrastructure Technologies, 2023 (July 2023) [Infrastructure Orchestration]
• Hype Cycle for I&O Automation, 2023 (July 2023) [Infrastructure Orchestration, Site Reliability, AIOps Platforms, SOAP, Automated Incident Response]
• Hype Cycle for ITSM, 2023 (July 2023) [AIOps, Automated Incident Response, Site Reliability Engineering, Service Operations, Swarming Support]
• Hype Cycle for Site Reliability Engineering, 2023 (July 2023) [Infrastructure Orchestration, SLO Management, Automated Incident Response, AIOps Platforms, SLIs/SLOs]
• Hype Cycle for Cloud Computing, 2023 (July 2023) [Site Reliability Engineering]
• Hype Cycle for IT Management Intelligence, 2023 (July 2023) [AIOps Platforms]
• Hype Cycle for Infrastructure Strategy, 2023 (July 2023) [Site Reliability Engineering]
• Hype Cycle for Operating Models, 2023 (July 2023) [Site Reliability Engineering, AIOps Platforms]
• Hype Cycle for Agile and DevOps, 2023 (July 2023) [Site Reliability Engineering, AIOps Platforms]

In an always-on digital world, we’re here to optimize digital operations, expand our market reach through R&D, and, most importantly, solve tangible business challenges for our customers. We believe today’s announcement underscores our dedication to this optimization and transformation. We’re grateful for this recognition and for our loyal customers, but we know the best is still yet to come. Join us on our journey as we continue to empower enterprises worldwide and shape the future of digital operations management!

Gartner Research Methodologies, ” Gartner Hype Cycle”, “August 16, 2023”, https://www.gartner.com/en/research/methodologies/gartner-hype-cycle

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and HYPE CYCLE is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

The post PagerDuty Recognized in 12 2023 Gartner® Hype Cycle™ Reports appeared first on PagerDuty.

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.

At the heart of the PagerDuty Operations Cloud lies Incident Response–the backbone for effectively managing an orchestrated response to address customer-impacting incidents. To help our customers build a resilient approach to digital operations, we aim to deliver a solution that is:

• Automated to eliminate inefficiencies
• Flexible to accommodate each team’s specific processes
• Proactive to learn from failure and repeat incidents

This year, PagerDuty has introduced Incident Workflows, Custom Fields on Incidents and Status Update Notification Templates. These latest additions work in concert to further streamline incident management processes, enabling you and your team to focus on resolving incidents and delivering exceptional digital experiences to your customers. With every minute mattering in incident response, saving time during every step of the process becomes crucial, leading to a positive and impactful transformation in your business operations.

Here are Three Ways to Cut Down Incident Time

Experience significant time savings with Incident Workflows

Incident Workflows, a powerful capability within PagerDuty, empowers you to easily customize workflows for different incidents and automate manual steps by integrating them into a unified process. With Incident Workflows, actions can be orchestrated based on the incident type via a customizable, user-friendly no-code/low-code builder. 

For example, let’s say your incident process requires five manual steps. With Incident Workflows, you can automate the entire process. 

Responders no longer need to worry about manual steps once the Incident Workflow is configured. Instead, they can initiate the appropriate incident workflow (Eg., P1, P2), allowing the PagerDuty Operations Cloud to coordinate the right teams to promptly address and resolve incidents.  This gives teams more time back to focus on the task at hand: resolving the incident.

Take advantage of our latest generally available Incident Workflow Templates, which enable you to quickly operationalize best practices for managing major incidents, standardizing collaboration tools and ensuring the right stakeholders are informed with the latest updates. These templates are designed to empower responders, who have not previously used Incident Workflows, to quickly adopt and implement this functionality, leading to faster incident resolution.

Better context for faster incident resolution

Context is key for responders during incidents. Having the right information is essential for sharing with other responders and helps guide their actions, such as sending status updates or writing a postmortem. Details such as “data regions” or “customer impact” help teams prioritize efforts effectively. To assist with this, PagerDuty introduced Custom Fields on Incidents.

This new feature allows teams to easily extract important incident data from any system of record and place it where responders can access it, whether on the incident details page or in a status update. PagerDuty empowers responders to save valuable time during triage and make more informed decisions by including relevant critical data.

Simplify stakeholder updates with notification templates

Effective communication with key stakeholders during incidents is crucial. However, crafting these notifications can be time-consuming and resource-intensive. By using Status Update Notification Templates, you can leverage customizable templates that alleviate the strain of writing communications, streamline the process and reduce the time and effort required to share critical updates.

These templates eliminate the guesswork in formatting updates by providing pre-designed templates tailored to your organization’s needs. With Status Update Notification Templates, you can streamline the process of sharing incident updates, ensuring clear and consistent communication with stakeholders.

Get 1+1=3 with the PagerDuty Operations Cloud

These features work great alone, but together they provide a better end-to-end incident management experience. With Incident Workflows, sending templated status updates becomes effortless, and soon, you’ll be able to include Custom Fields directly in those updates. For instance, imagine using a custom field to add an object like “data region” and seamlessly launch an Incident Workflow that includes a status update with the same custom field. In the near future, a responder will be able to automatically populate the same information to a Jira ticket or reassign the incident to the right regional responder. 

This powerful orchestration across a unified platform allows you to streamline work across the entire incident lifecycle for maximum time savings, resulting in faster resolution and better customer experiences without impacting revenue.  

Watch a demonstration of how these features work together.

Dynamic Digital Ecosystem

PagerDuty brings all of these capabilities to a desktop web interface, mobile application, chat experience and API so you can work in a way that suits you best. Therefore, we are making these capabilities available in all four of these services to enable you to do so.

Don’t Wait, Try it Out

PagerDuty empowers you to streamline your incident response process by leveraging the PagerDuty Operations Cloud with Incident Workflows and integrating various tools and templates. This integration optimizes your incident management, ensuring fast and effective response. As a result, your organization can experience reduced operating costs while freeing up resources to prioritize innovation and growth. 

Curious to see these features in action? Embark on our Product Tour or try our free 14-day trial to witness the power of the PagerDuty Operations Cloud firsthand.

The post How to Maximize Time Savings and Reduce Toil During Incident Response appeared first on PagerDuty.

Intrigued? Here are the top 5 use cases of ways PagerDuty customers use Custom Fields: 

1. Label incident impact 

The most common use case for Custom Fields is to capture and assess incident impact. One enterprise SaaS company is using Custom Fields to identify the region, components, and customers impacted by an incident. When their responders open up an incident record, Custom Fields aggregate this critical information from across different systems in one clear and consistent place. This enables responders to quickly understand the downstream implications of the incident at hand. 

2. Sync with important ITSM data 

Many organizations use both PagerDuty and an ITSM ticketing system. Sometimes, it’s necessary to work with data from both at the same time. Rather than flipping between tabs to search for information, one financial institution is using Custom Fields to add the relevant ITSM fields to the incident details page in PagerDuty. For example, you could attach an ITSM incident or problem ID number to your view in PagerDuty. 

3. Attach links to third-party or homegrown tools 

It’s often useful to link to supporting tools directly from a PagerDuty incident. This could be a homegrown tool or a third party vendor for documentation, for example. One travel company is using PagerDuty Custom Fields to append third-party postmortem links to the associated incident. This makes it easy to track and cross-reference information. It also helps the organization enforce adherence to their 2-week SLA for postmortems on incidents. 

4. Connect conference bridges for different regions

One multinational financial institution is using Custom Fields to attach different conference bridges for their operations centers and stakeholders that are spread across multiple geographical regions. In particular, they are using this new flexible field to capture the ‘stakeholder bridge’ which happens to be a URL. Now that the different groups no longer have to chase down links and phone numbers from separate sources, it makes bringing everyone together faster and simpler than ever. 

5. Assign incident response roles

There are several roles that need to be assumed during an incident response. These include, but are not limited to, incident commander, deputy, scribe, and subject-matter expert. To make those role designations clearer and keep the team operating smoothly, one automotive services company is using Custom Fields to add response roles. Now the team never has to question roles and responsibilities for a given incident, whether they are actively working on a resolution or reviewing past data. 

Conclusion

These use cases are a starting point to understand how Custom Fields can bring value to your organization, but the sky is the limit for other ways you might apply them. Whatever your use case, Custom Fields will help you utilize PagerDuty as a single place to manage incidents end-to-end. Custom Fields on Incidents are generally available via web, mobile and the API for customers on Business and Digital Operations plans. If you are an existing customer, you can try out Custom Fields today. If you’re a prospect or on a lower-tier PagerDuty plan, check out the product tour to see Custom Fields in action.

The post Top 5 Use Cases for Custom Fields on Incidents appeared first on PagerDuty.

The number of tools used by distributed teams to manage incidents has multiplied over the years, leading to a valley of tool sprawl. Throw in manual processes and you’ve got too much toil and multiple points of failure. Maintaining disparate tools and systems isn’t just unwieldy, it’s expensive. 

Our latest capabilities add to the PagerDuty Operations Cloud to make it easier than ever for teams to consolidate their incident management stack. New innovations coming to Incident Workflows, Custom Fields on Incidents, and Status Update Notification Templates will further help organizations shift from a manual, reactive state towards a more proactive, preventative approach to incident response.

When used together in an integrated fashion, these features create a multiplier effect, delivering an unparalleled level of operational efficiency and business acceleration. This interoperability is core to what allows the PagerDuty Operations Cloud to empower organizations to manage incidents from ingest to resolution on a unified platform, without the need for third-party tools and homegrown solutions. Let’s take a closer look at what’s new, or check out the updates for yourself in the product tour.

Custom Fields to enrich incident data

No more chasing information across disparate systems–capture incident context in one centralized place with Custom Fields on Incidents! Custom Fields allow teams to pull in important incident data from any system of record and put it at the fingertips of responders so they have the information needed to resolve incidents faster. Custom Fields on Incidents will be available on web, mobile, and through the API. Sign up for early access. 

Enhanced templates for stakeholder communications 

Automate how status updates are created to drive efficiency and consistency, rather than manually crafting update messages from scratch. Response teams now have access to an expanded set of fields in their templates, including “Business Impact,” “Conference Bridge,” and “Slack Channel.” Templates will soon also support Custom Fields (sign up for Early Access). These new fields help response teams add important context about the incident at hand to their communications to stakeholders. They can also create communications from templates as part of an Incident Workflows workflow action.

Integration between Incident Workflows and ServiceNow and Jira Server

Improve the effectiveness and efficiency of your ITSM tools. PagerDuty customers can now run PagerDuty Incident Workflows from ServiceNow incident records and Jira issue records. This means customers can access powerful workflow automation from the places they already work. This functionality is now available in v7.9 ServiceNow application (Utah certified) and v4 Jira Server. To learn more, check out the KB articles for ServiceNow and Jira Server integrations.

Expanded Incident Workflow actions 

Reduce operating costs by automating manual steps of the incident response process using Incident Workflows. Today we’re announcing a new set of actions planned for launch in Q2 which further expands the range of PagerDuty features that can be automated through Incident Workflows. These actions include run Automation Actions, use Status Update Notification Templates to send a status update, create a Microsoft Teams meeting or channel, add a note to an incident, reassign an incident, and change incident priority. 

Conclusion

Today’s announcement summarizes a few of the ways that PagerDuty is designing our products and features to help our customers mitigate risk to revenue and minimize toil by helping them manage incidents end-to-end. In building our products cohesively as a platform for action, we can enable teams to automate and accelerate critical work–to ultimately transform operations and move business forward faster. The power of the PagerDuty Operations Cloud lies in the synergies provided through the seamless integration across the entire product suite, and these features work together in concert, lowering the barrier to adopting more proactive, preventative processes. 

If you’d like to learn more about the latest release, register for our launch webinar. Our product team will be diving into and demoing these features. 

To see the latest features in action, check out our product tour.

The post PagerDuty Launches New Innovations to Reduce Tool Sprawl and Optimize Operations appeared first on PagerDuty.

Customers in our early access program are already seeing value in Global Event Orchestration, touting reduced MTTR and better standardization of incident response at scale. As Kiril Yurovnik, Technical Lead at Riskified, said, “With a growing number of events, minimizing noise and toil is imperative, especially as organizations aim to optimize their IT processes amid the current economic environment. We’ve been using PagerDuty’s Global Event Orchestration as part of the early availability program, and the results have been strong. Riskified has been able to scale noise reduction, especially from non-production environments, saving our team valuable time to spend time innovating on what’s next.” 

What are Global Event Orchestrations?

Global Event Orchestration is like Service Event Orchestration in that it allows users to define complex rules that determine what happens to an event as it is processed. The difference is that Global Event Orchestration enriches events at ingest. Then, once the data is normalized, the event is routed to a service based on various criteria. This ensures that responders have the best event data possible to begin the response process.

Global Event Orchestration has three key components that make it successful for scaling incident response. 

Global Orchestration Rules allow users to apply actions to events across services. Teams can create rules which process event data across services and use the processed data to improve event routing. This empowers organizations to establish and improve on auto-remediation. This means that a human doesn’t need to be involved in an incident to resolve it. This also reduces the blast radius of an incident via more intelligent routing.

Enhanced integration key management reduces the workload of managing integration keys for different monitoring tools. This allows users to combine integration keys into one event orchestration. Even better, enhanced integration key management is now available for all PagerDuty plans.

Additional APIs allow for management at scale. Teams can use REST APIs for event source and Global Orchestration Rule management. Both of these APIs have Terraform support. These APIs are in addition to the REST APIs for Event Orchestration/Service Orchestration management.

“Leveraging PagerDuty’s Global Event Orchestration has been critical to ensure that our event routing processes are efficient and scalable to optimize IT operations and spend,” said Brian Long, Cloud Infrastructure Engineer at Hyland. “With Global Event Orchestration, our organization is able to detect the “resolved” condition from our notifications to execute as a resolve and reduce the number of places these conditions need to be configured by at least a factor of three. This frees up our time to focus on innovation, not configuration.”

How can Global Event Orchestration help my team?

With Global Event Orchestration, teams will see:

• Codified incident response processes: democratize and distribute well-understood incident responses across distributed teams
• Fewer incidents: use contextual event data from all services within your ecosystem to improve suppression accuracy
• Faster resolution: apply automation across teams and enable automated diagnostics at scale with standardized enrichment and data normalization

How teams use Global Event Orchestration may vary based on organizational structure. Capabilities align with two different teams: ITOps, SRE, and NOC teams and developer teams.

ITOps teams will be able to capitalize on the event normalization capabilities, ensuring that all events look the same as they come in.

SRE teams can create and extend automation across any or all services within a technical ecosystem. This makes scaling and standardizing automation across an organization easier than ever.

For L1 response teams such as NOCs, Global Event Orchestration helps them handle the massive incoming wave of events. Events can be routed to the NOC if they meet certain criteria. And, as the event passes through levels of rules and nested rules, automation can deliver diagnostics to the L1 responder. If the fix for an incident is well-known, organizations can create auto-remediation.

Developer teams will see fewer incidents and faster resolution. With auto-remediation, incidents can be resolved before they even hit the services that the developer teams are on call for. And, with in-depth routing criteria, incidents don’t bounce from team to team. If automation or the NOC or L1 responders can’t resolve it, the incident will go to the subject matter expert (SME). And, by the time the SME begins to work on the incident, diagnostic information is already available, reducing resolution time.

How can I get started today?

Global Event Orchestration is generally available for all PagerDuty AIOps customers. To see it in action, join us on Twitch Friday, April 14. 

PagerDuty AIOps helps teams experience fewer incidents, faster resolution, and greater productivity without long implementations or heavy ongoing maintenance. To try PagerDuty AIOps, you can request a trial here or take our product tour. If you want to talk to sales, contact us through this form.

To learn more about Global Event Orchestration, register for this webinar. If you’re a PagerDuty AIOps customer looking to create your first Global Event Orchestration, this knowledge base article can show you how to get started.

The post Reduce MTTR and Take Automation to a New Level with PagerDuty Global Event Orchestration appeared first on PagerDuty.

Our early access customers are already seeing results with PagerDuty AIOps, including 87% average noise reduction, deployed automated incident response 9x faster than existing solutions, and 14% faster MTTR.

As Kiril Yurovnik, Technical Lead at Riskified, said, “With a growing number of events, minimizing noise and toil is imperative, especially as organizations aim to optimize their IT processes amid the current economic environment. We’ve been using PagerDuty’s Global Event Orchestration as part of the early availability program, and the results have been strong. Riskified has been able to scale noise reduction, especially from non-production environments, saving our team valuable time to spend time innovating on what’s next.”

You can see PagerDuty AIOps in action by taking our product tour.

What is PagerDuty AIOps?

According to PagerDuty platform data, event volumes have grown by 70% YoY. As a result, businesses suffer from too much noise and too much toil while their response teams slog through chaotic, manual response processes.  

And when ITOps and SRE teams who act as first responders for incidents lack access to crucial context and visibility system-wide, they can’t take the next best action. This operational inefficiency has a compounding effect. It increases the cost of operations, reduces productivity across the technical organization, and takes away from value-add work.

In a resource-constrained environment, teams can’t wait for year-long implementations, they need help now. Organizations are looking for a solution that has fast time to value, integrates with their existing systems, and provides fast ROI. 

PagerDuty AIOps helps teams reduce noise, triage efficiently to drive the right actions towards resolution, and remove manual, repetitive work from the incident response process. PagerDuty AIOps works out of the box without requiring long implementations or heavy, ongoing  maintenance. Organizations continue to see best-in-class results. Noise reduction baked in with ML models that learn and adapt based on user behavior means teams see fewer incidents overall. And end-to-end event driven automation ensures that resolution is faster and requires less input from humans who are needed for value-add work.

“Leveraging PagerDuty’s Global Event Orchestration has been critical to ensure that our event routing processes are efficient and scalable to optimize IT operations and spend,” said Brian Long, Cloud Infrastructure Engineer at Hyland. “With Global Event Orchestration, our organization is able to detect the “resolved” condition from our notifications to execute as a resolve and reduce the number of places these conditions need to be configured by at least a factor of three. This frees up our time to focus on innovation, not configuration.”

Here’s what PagerDuty AIOps includes: 

• Event correlation, noise compression, and triage context functionality, freeing site reliability engineers and information technology teams from managing multiple vendors and manual processes to a single powerful solution that drives to resolution quickly.
• End-to-end automation, from event ingestion through auto-remediation, to help teams shift from reactive to proactive by capturing and actioning critical events before they become value-destroying incidents.  
• Advanced noise reduction features (available in our early access program) that group alerts across services and allow customers to leverage both defined rules and machine learning to only surface the incidents that matter.
• A visibility console that gives operations teams a single source of truth to monitor and quickly manage all incidents before major incidents occur with far-ranging business, IT, and financial impacts. 
• Global Event Orchestration, a powerful decision engine to enrich and control routing or trigger self-healing actions.
• With more than 700 integrations on the PagerDuty Operations Cloud platform, teams can trust our automation-led, people-centric AIOps solution to help save time and money.

How does PagerDuty AIOps work?

PagerDuty AIOps has sets of capabilities that help organizations standardize and scale incident best practices across all teams and services. And, it comes with new features custom-built to serve ITOps, Command Centers, NOCs, and SRE teams.

Reduce noisy incidents: reduce incident noise with the click of a button, either within a service or across services with Global Alert Grouping. Use built-in ML models, or create your own logic. And combine intelligent ML and rule-based alert grouping methods for customizable grouping capabilities. Group alerts by content, time, or other criteria for noise reduction that fits your organization’s needs.

Accelerate triage time and drive action: Leverage ML to surface the most important information for responders immediately. When an incident occurs, responders can quickly discover the probable origin of the incident, if the incident has previously occurred, and if a change was the likely cause.

Automate the redundant: Leverage event orchestration’s powerful decision engine to enrich and control routing or trigger self-healing actions based on event conditions across any or all services within PagerDuty with Global Event Orchestration.

Visualize what matters: Create a custom dashboard that provides a comprehensive view of your operations posture across services. Additionally, you’ll get full visibility into your event data so that you can prioritize what gets ingested and processed and have total transparency into your event usage.

How can I get started with PagerDuty AIOps today?

For current PagerDuty customers with Professional or Business plans, you can self-serve purchasing PagerDuty AIOps in your account subscriptions menu. 

For Event Intelligence customers, contact your account team about migration options to get access to new features available in PagerDuty AIOps. For more details, please see our knowledge base article.

Whether you’re a current PagerDuty customer or looking to get started, you can see PagerDuty AIOps in action by requesting a trial or taking our product tour. If you have questions and want to speak with our sales team, you can reach out here.

The post Introducing PagerDuty AIOps: Harnessing the Power of AI to Transform Modern Operations for the Enterprise appeared first on PagerDuty.

One of the most highly anticipated announcements from our November launch was Incident Workflows to automate manual steps of incident response. Today, we are excited to share that this feature is now generally available. If you’re a PagerDuty customer, you can start using them today!

What are incident workflows?

Think about all of the manual steps in your incident response process–paging subject matter experts, setting up a conference bridge, establishing a Slack channel, sending out status updates… the list goes on. Remembering to take each of these steps every time an incident strikes adds unnecessary cognitive load to an already stressful process. These repeatable, manual tasks are perfect candidates for automation. 

Incident Workflows automatically orchestrate the actions you already know you’ll need to take based on the type of incident at hand. Serving as an upgrade from Response Plays, now you can use a no-code/low-code builder to create customizable incident workflows that will reduce the manual work required to escalate, mobilize, and coordinate the right incident response for any use case. You can automatically trigger common incident response actions using if-this-then-that logic, such as adding a responder, subscribing stakeholders, or spinning up a conference bridge. 

Here’s a short demo that showcases how it works:

Let’s take a closer look at the functionality that makes Incident Workflows so powerful. 

Conditional Triggers

Different incident types require different remediation steps. Conditional triggers allow you to create logic to kick off a workflow when criteria for certain incident fields are met–like changes to priority, urgency, or status. For example, you can now define a major incident workflow that is automatically triggered for all P1 and P2 incidents. And for the users who would like to double down on automation, you could even set priority using Event Orchestration and have your Incident Workflow pick up that priority change as a trigger for the major incident workflow.

You can also utilize manual triggers that allow a responder to start a workflow directly from the incident details page. When a manual trigger is added, Incident Workflows can be triggered from the PagerDuty web app, mobile app, Slack, Microsoft Teams, or directly through the API.

Enhanced CollabOps Actions

Save time setting up collaboration channels by configuring your workflow to do it for you. Use workflow actions to spin up a Zoom conference bridge or create a per-incident Slack channel that includes all incident responders and incident updates. P.S. If you’re a Microsoft Teams user, we’re working on comparable functionality–stay tuned. 

Easy Communications & Coordination

Communicating to internal and external stakeholders in a timely and transparent way is essential to effective incident response. As my colleague, Hannah Culver, explained, having a prepared business response plan in place can help internal cross-functional teams work better together, while also helping customer-facing teams preserve customer trust through proactive communications. Incident Workflows make this piece of the puzzle easier by allowing users to automate adding responders to the incident, subscribing stakeholders, and posting status updates, so you can keep everyone who needs to know about the incident informed in real time. 

Resolve On-the-Go

Incident Workflows are also available for PagerDuty Mobile on iOS and Android devices. Whether walking your dog or away from your desk, PagerDuty Mobile alerts you about the top open incidents you need to take action on. You can manually trigger a preconfigured incident workflow of custom response steps, from your incident detail screen, and start working with the right teams to resolve the incident from your preferred mobile devices. Learn more about triggering Incident Workflows from your mobile device in the Knowledge Base.

End-to-End Automation on a Unified Platform

Incident Workflows were built to pair with other automation features on the PagerDuty platform to help teams resolve faster and minimize impact to revenue. For example, Event Orchestration can simultaneously change priority to automatically trigger an Incident Workflow, while also kicking off automated diagnostics via Automation Actions so that the script is already run by the time the right responders are called and get to the incident-specific Slack channel that the Incident Workflow has spun up. 

Conclusion

During Incident Response, responders should be free to focus on their core responsibility – resolving the incident. Incident Workflows give them the gift of being able to automate those other essential, yet tedious tasks in a standardized, repeatable way. By standardizing your incident response processes, you can ensure the right actions are taken across teams to reduce your time to incident resolution. Given that Incident Workflows are already included in Business and Digital Operations plans, it makes sense to utilize this great new functionality at no additional cost. Why piece together your tech, when you can achieve end-to-end incident response all in one place? Your management team asking about tool consolidation will certainly appreciate it. 

This is just the first step in PagerDuty’s journey towards offering more extensibility for our customers to configure responses for their unique use cases. To learn more about Incident Workflows, check out our KB article and try it out today. For more in-depth learning, you can also sign up for the Incident Workflows PDU course on-demand.

The post A Deep-Dive Into PagerDuty’s New Incident Workflows appeared first on PagerDuty.

• • Leveraging Status Pages to keep customers informed with real-time status 
  • Updated analytics reports and status update notification templates for faster, more flexible Incident Response 
  • PagerDuty® Process Automation and Rundeck Community updates in the latest 4.9.0 Release

Upcoming Events, view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

Incident Response

Status Update Notification Template Updates GA

Status Update Notification Templates are now generally available! With organization-based templates, companies can now customize and standardize communications based on impact, service areas, and more. This functionality will be also available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any context. Watch this demo to see the templates in action.

Learn more in the knowledge base.

Incident Workflows GA

Get more flexibility and control over your incident response processes by reducing the manual work required to carry out the right response. Utilize a no-code/low-code builder to create unique Incident Workflows for any use case that trigger an orchestrated response using if-this-then-that logic. Incident Workflows are available to Business and Digital Operations plans only, and will fully replace Response Plays. Upgrade your Response Plays to Incident Workflows. Watch the demo.

Watch the demo and read the KB article. General Availability for both web and mobile coming soon!

Custom Fields on Incidents EA

Custom fields give users the flexibility to display critical information on incidents. Teams can aggregate data from several existing systems of record into a 360 degree view of incident response, reducing the time responders spend searching for key data, and ultimately lowering MTTR. Custom Fields on Incidents will be available on web and the API. Learn more in our KB article and sign up for Early Access.

Incident Activity Report

The updated Incident Activity Report from PagerDuty Analytics is now available for early access. This report offers a range of enhancements to help teams take their incident response to the next level. With interactive visualizations, drill-down capabilities, and detailed data on responder efforts, this report can provide valuable insights and help teams improve their incident resolution time.   It will give you the number of responders involved in an incident and the time effort from MTTA to MTTR. Sign up for the early access program and learn more in our KB article

Customer Service Ops

Status Pages

PagerDuty Status Pages are now available. Customers can rely on PagerDuty as the single source of truth to keep their customers proactively informed about the real-time status of their systems. This new product gives customers the ability to create public pages and customize them for the consistent look and feel of their brand. In addition, customers will be able to leverage Human-in-the-Loop support to automatically post real-time updates with human approval when needed. Check out the blog or the knowledge base for all the details.

(Featured above: Status Pages Preview and System Status)

(Featured above: Status Pages Customization)

PagerDuty for Customer service In ServiceNow CSM

PagerDuty for Customer Service in ServiceNow CSM is now available. Customer service teams can now see the status of active incidents in PagerDuty right from ServiceNow. With this new application agents can create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between Customer Service and Technical teams, engaging the right people in real time to get ahead of customer issues. Check us out in the ServiceNow app store.

PagerDuty® Process Automation Software, PagerDuty® Runbook Automation, and Rundeck

PagerDuty® Process Automation, PagerDuty Runbook Automation, and & Rundeck Community Version 4.9.0

Check out the new features and enhancements for PagerDuty® Process Automation, PagerDuty Runbook Automation, and Rundeck Community. This release introduces the beta for Plugin Groups, which simplifies the configuration of plugins so users can build more automation faster. Now users have a graphical interface for configuring plugin properties at the project and system level using predefined sets of properties on a per plugin suite basis. Read the release notes for more info.

Learn more:

• View our Twitch stream review of this release
• Read the full release notes about the version 4.9.0 release, January 11, 2023

Unified Login Expereince

Our login experience is being streamlined to make it easier for customers to login to PagerDuty by streamlining the process – we’ve also created a KB article to answer questions about logging into PagerDuty (here).  To enable the new login experience for your PagerDuty subdomain – sign up for the early access program.

Modernized Navigation for Mobile

The new Modernized Navigation for PagerDuty Mobile is a new feature that makes navigation faster and more efficient. This feature is available for iOS in early access starting February 6th, 2023. With it, you’ll be able to navigate easily between screens without having to return to the hidden hamburger menu and relaunch screens. This means you’ll be able to move from one screen to another quickly and without any extra steps. And the user’s history is preserved even while simultaneously navigating multiple screens. Watch our video demonstration or sign up for our early access program to learn more about it.

New integrations with IBM, Asana, and Zoho

PagerDuty has 700+ integrations with technology partners in DevOps, IT, Observability, Security, Business Operations, Customer Service, and more. This month we’re excited to announce new integrations to unlock the full potential of your tool stack, including:

• IBM Instana launched a tech preview of their new Action Framework integration for PagerDuty. Instana’s Enterprise Observability Platform performs real-time discovery, mapping, and monitoring of the full application stack. The new integration invokes PagerDuty Process Automation directly from Instana to resolve issues faster.
• The new Asana and PagerDuty integration helps improve visibility and agility across organizations beyond Dev and IT. When an Asana task requires attention, teams can go from manually creating a PagerDuty incident to automatically kicking it off, via Asana rules, with the context needed to issue a service. By connecting PagerDuty and Asana, teams can reduce manual work and provide a timely response or alert for escalation requests while reducing incident response time.
• Zoho’s new ManageEngine OpManager integration for PagerDuty helps you quickly resolve incidents with network devices of all kinds, including routers, switches, storage devices, VMs, firewalls, and more.

Product Deprecations Announcements

Please take note and keep your teams informed of our upcoming product deprecations:

V1 Webhooks EOL

The End of Life date for v1 Webhooks is 10/31/2022. This means:

• You will no longer be able to create new v1 Webhooks or use existing connections to v1 Webhook extensions
• Apps or integrations that are using v1 Webhooks will stop working

For more information:

• Please refer to this migration guide for details and steps to migrate to v3 Webhooks
• Please reach out to support@pagerduty.com with additional questions

Important Dates:

• October 31, 2022 (v1 Webhooks EOL)

v2 Zendesk Integration EOL

PagerDuty’s v2 App for Zendesk will End-Of-Life in March 2023. Migrate now to continue to send Zendesk Support Ticket events to PagerDuty. 

You can read about the benefits of migrating to v3 in the Integrations section above. If you have any questions or concerns, please reach out to support@pagerduty.com

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers. These are just a few of many:

Automating Security and Compliance with PagerDuty and AWS

Financial Services, healthcare companies, and really any business today must comply with strict regulatory  requirements, which creates a lot of manual overhead for IT operations teams and developers. Hear how Amazon Web Services (AWS) can help you build compliant workloads, and how PagerDuty can help optimize security and compliance in IT operations through automation. Learn how to streamline compliance processes while improving quality and reducing costs.

Watch now!

Event Intelligence 101 with PagerDuty University

Join Hannah Lodise as she provides an in-depth deep dive on how Event Intelligence features can help you reduce system noise, quickly troubleshoot issues, and remove manual toil — all in the name of speedier resolution. 

Register now!

Getting Started Workshop: Rundeck By PagerDuty

Join Mandi Walls, Developer Advocate, as she walks you through the basics and common use cases of Runbook Automation. In this 30 minute session she will work with you on a sample welcome project that shows you how to configure and use Rundeck Open source and steps to get the Community Welcome Project  running in your environment.

Watch Now 

PagerDuty Status Pages: The Single Source of Truth you and your customers need

PagerDuty Status Pages is now live! In this webinar, learn first hand insights into how PagerDuty and our customers are using Status Pages, and why it’s been integral for helping teams consolidate tools, drive efficiencies and breaking silos to get their customer service and engineering teams working together and keeping their customers in the loop.

Watch Now

Terraform Quarterly Roundtable
Date & Time: February 21, 2023 10:00am PT (US & Canada)

Join Mandi Walls and José Antonio Reyes from PagerDuty to hear from industry peers and share your own experiences regarding best practices, learnings, and things to consider when implementing Infrastructure as Code with Terraform and PagerDuty.

Reserve your spot today!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

• Subscribe and get notified when we’re live and view previous recordings
• Missed one of our broadcasts? Watch any of these recent Twitch streams (PagerDuty Garage and Terraform Time) or YouTube videos:
  • Services with a Smile: Service Graph and Service Standards with Mandi Walls and Davis Godbout from PagerDuty (September 30, 2022) 
  • PagerDuty Process Automation and Rundeck Open Source v4.9.0 Release Notes with Mandi Walls, Jake Cohen, and Forrest Evans (January 17 ,2023)

View our Twitch Stream schedule to join one of our weekly ongoing streams in February!

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: January 2023 appeared first on PagerDuty.

What are Status Update Notifications?

You’re in the middle of a high-priority incident. You’re working to bring the problem to a close, but you can’t concentrate because you have a dozen (or two) stakeholders pinging you for updates. You’re copying and pasting your response across multiple internal communication channels, but that doesn’t stop the direct messages from popping up. Sound familiar? At PagerDuty, we call this the ‘executive swoop and poop.’ Basically, a responder is so inundated with update requests that they can’t do their main job: resolve the incident.

During an incident, it’s key to keep stakeholders in the loop. This helps the business respond as one to an incident, reducing resolution times and preserving customers’ trust. But stakeholders expect communications to look a certain way and contain the context that’s important to them. Formatting and writing these communications might require a responder’s full attention if the communication is done ad-hoc. Status Update Notifications allow teams to standardize communication expectations and reduce the toil of sharing updates.

This feature includes a rich text editor so teams can format the text to company communication standards, including adding company logos. With our drag-and-drop variables, responders can easily include incident details and populate key information as needed.

How do the templates help my team?

During an incident, a responder has to remember so much about the system and services that they’re responsible for. It takes concentration and critical thinking. Status update notifications are a quick way to communicate with stakeholders, reducing the time and energy responders spend on sharing updates. But sometimes you need to send the same notifications frequently as similar incidents occur. Or you want your P3 and P0 communications to have different information and you don’t want to build the notification from scratch each time.

You could write all this in a playbook and store it in a wiki. But those wikis are hard to find and rarely updated. It’s not ready when and where responders need it. That’s why we built templates. Now, teams can customize and standardize reusable communication templates based on impact, business areas, and more. This functionality will also be available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any context.

With templates, your incident communications are as easy as:

1. Ensure stakeholders are subscribed to the incident.
2. Click “status update” and choose your template.
3. Edit (if necessary) and preview your template.
4. Send your status update notification.

How can I get started today?

Status Update Notification Templates are now generally available for Business and Digital Operations customers. With Status Update Notification Templates, your teams can communicate better and with fewer ‘swoop and poops.’ Your communications will match company branding and standards, and the reusable template format means any communication is ready for you at a moment’s notice.

If you want to learn more, read our knowledge base article here or watch our demo:

If you’re ready to see Status Update Notification Templates in action, try PagerDuty for free for 14 days.

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