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.

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“Existing workload automation strategies are unable to cope with the expansion in complexity of workload types, volumes and locations driven by evolving business demand, as per Gartner. Digital business is slowed without collaboration and automation inside and outside of IT, leading to siloes of capabilities across business and IT teams.Cost optimization is an evolving challenge, driven by technical debt and requirements to demonstrate business value of investments.”

The lack of collaboration and automation both within and beyond IT departments creates isolated capabilities across business and IT teams, hindering the pace of digital business. Additionally, as technical debt accumulates and the need to showcase the value of investments grows, cost optimization becomes an ongoing challenge.

By embracing these key findings in a recent Market Guide published by Gartner®, we believe businesses can streamline their operations and enhance efficiency in the face of expanding complexities. Let’s take a brief look at our understanding of the key findings from Gartner Market Guide for Service Orchestration and Automation Platform.

Workload Automation Challenges

Businesses face a myriad of challenges when it comes to managing workloads effectively. “According to Gartner, existing workload strategies are unable to cope with the expansion in complexity of workload types, volumes, and locations driven by evolving business demands.” Automation strategies that once sufficed are no longer equipped to handle the expanding complexities driven by evolving business demands.

To address these challenges, organizations need to adopt intelligent automation solutions that can adapt to changing requirements. Intelligent workload automation leverages technologies such as artificial intelligence (AI) and machine learning (ML) to dynamically allocate resources, optimize scheduling, and automate repetitive tasks.

Collaboration and Automation: Breaking Silos

According to Gartner, digital business is slowed without collaboration and automation inside and outside of IT, leading to siloes of capabilities across business and IT teams. The lack of collaboration and automation between these teams can significantly hinder digital business initiatives. Silos create barriers, slowing down decision-making processes and impeding the flow of information and ideas.

To overcome these challenges, organizations must foster a culture of collaboration and implement automation solutions that span across business and IT functions. By integrating workflows and sharing information seamlessly, teams can work together in harmony, driving innovation and accelerating digital initiatives. Collaborative automation tools, such as workflow management platforms and project management software, can facilitate effective communication, collaboration, and information sharing, leading to faster time-to-market and improved customer satisfaction.

The Evolving Challenge of Cost Optimization

“According to Gartner, cost optimization is an evolving challenge, driven by technical debt and requirements to demonstrate business value of investments.” As digital infrastructures expand, organizations accumulate technical debt—a burden caused by outdated technologies, inefficient processes, and legacy systems. This technical debt not only impedes agility and innovation but also increases operational costs.

To address this challenge, businesses must prioritize cost optimization through strategic investments and ongoing evaluation of their technology portfolios. Embracing cloud-based solutions, leveraging automation, and adopting agile practices can help organizations reduce technical debt and achieve greater cost efficiency.

Additionally, organizations should establish clear metrics and processes to measure and demonstrate the business value of technology investments, enabling informed decision-making and resource allocation.

Conclusion

We believe the key findings from the report underscore the need for organizations to stay agile, adaptive, and innovative in their approach to workload management, ensuring they can effectively meet evolving business demands and drive sustainable growth in the ever-changing digital landscape.

“According to Gartner, it is recommended to drive collaboration across business and IT teams by democratizing access to automated capabilities through feedback-driven self-service automation solutions.

Unlock the business value of orchestrated I&O automation by implementing expanded service orchestration and event-driven workflows to drive agility, innovation and cost optimization efforts.

Meet today and tomorrow’s business demands by service orchestration and automation platforms (SOAPs) delivering the needed agility and efficiency. Embed agility and efficiency into orchestrated IT processes to meet business demands by using SOAPs.”

To learn how PagerDuty can help you on your automation journey, click here.

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Gartner Market Guide for Service Orchestration and Automation Platforms, Chris Sanderson, Daniel Betts, Hassan Ennaciri, 23 January 2023.

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

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One of the biggest challenges for organizations that implement DevOps is identifying and removing existing problems within their workflow to make way for the newer, more agile methodology. Gartner outlined the six steps an organization can take to remove constraints—which can mean any inconvenience, setback, or other limiting factor that prevents a system from moving closer to achieving a goal— and truly increase DevOps velocity, which we’ve summarized below.

Step 1: Define the Process

When reworking their processes, DevOps teams need to define their process by laying out their workflow, from initial inception to eventual customer value. By documenting every step within existing processes, teams can more easily suss out and refine constraint areas that may not be positively contributing to the process as a whole. Additionally, teams can get a clearer picture of the greater value stream, including cycle times, approximate time intervals, hand-offs, and wait states. After this is all laid out, teams can then easily identify the biggest process constraints, begin taking steps to improve the process as a whole, and increase the effectiveness of process documentation.

Step 2: Identify the Greatest Constraint

In a typical DevOps workflow, there is always one stage that slows down the ideation-to-value process. In order to drive systemic improvement, teams need to identify the specific phase that is impeding progress and remove the source of the constraint.

To identify the greatest constraint, ask the question: “What is everyone always waiting on?” Asking this allows teams to identify what needs extra attention in order to increase efficiency. If this is done in a blameless, constructive environment, team members will be more likely to speak out. After identifying the greatest constraint, monitor the progress of the project to confirm that the correct blockage had been identified.

Step 3: Remove Waste at the Constraint

When a constraint is identified, the most common course of action is to throw more resources at it—people, money, new systems, etc. However, focusing on removing sources of wasted potential instead of adding more (potentially unhelpful) resources is more effective.

According to Gartner, the three top sources of waste as identified by clients are:

• Incidents: Valuable time is spent on incident management, at the expense of value-added activities like developing new products or features. A best practice for this is to cross-train team members to be proficient in incident management. One way to prevent incidents in the future is to conduct blameless postmortems to figure out the root cause of the incident and prevent it in the future.
• Waiting: Waiting on people, outside organizations, other resources, etc. is a constant challenge. This can be mitigated by training and hiring employees with diverse skill sets and knowledge so they can work in parallel. This will allow them to accomplish project goals and other assigned work while waiting on someone else to respond to another project.
• Human potential: Many IT professionals spend a lot of time doing manual work, whether it’s updating a database or escalating an incident. Organizations will realize more value by automating as much as they can so that people can focus more on high-value tasks.

Step 4: Don’t Ignore the Constraint

Ignoring constraints to focus on new, incoming issues means the original problems were never addressed, leading to slower work and more problems in the future. For example, think of a chain: If the weakest link in the chain isn’t strengthened, the other links are bound to fail at some point.

By neglecting constraints, teams can experience various challenges, including:

• An increase in mistakes and defects.
• Negative impacts on team efficiency and productivity
• Costly rework in situations with a high rate of change

Step 5: Add Capacity

The above steps can help improve throughput by at least 30% and also allow stakeholders the ability and time to evaluate problems so they can carefully consider the best solution vs. choosing a quick fix. Teams should also take this time to figure out what other ways they can increase capacity, whether it’s contracting professional services or hiring additional staff.

Step 6: Find the Next Greatest Constraint

Increasing release velocity is no easy task—and it requires continuous improvements to the process. For instance, even if a team manages to remove a constraint, another one can take its place in a different part of the workflow. Over time, teams will need to adapt their processes and practices to achieve a high development cadence. Finally, to ensure they meet the needs of their customers, they must perform due diligence on their development cadence and make improvements as necessary.

Interested in reading more? Check out Gartner’s full report, “6 Steps to Increase DevOps Release Velocity by Removing Constraints.”

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We feel inclusion in the Cool Vendor report is a powerful milestone for us and our customers. PagerDuty has always been about making the lives of technologists easier. Our efforts in AIOps—the combination of big data and machine learning functionality to enhance IT operations and beyond—are now also being recognized.

According to the report, “Digital Workplace Cool Vendors are pioneering innovations that can make your workers more productive and engaged.”¹ We believe this aligns with PagerDuty’s people-centric vision of AIOps, where machine and human data come together for improved business results when there’s more pressure than ever to deliver the ideal customer experience.

Our newly released Operations Health Management Service was identified as a disruptive technology in its ability to analyze and improve health across multiple lens—of employees, of teams, of digital services, and of organizations at large. Organizations are also able to benchmark the relative health and performance of their employees, teams, and services across their industry and peer groups.

Operations Health Management Service represents a first step toward PagerDuty’s integrated new capabilities, which include on-call automation, event intelligence, modern incident response, real-time situational awareness, analytics, mobile, and much more.

At a higher level, we believe this recognition is due to:

1. The expansion of Digital Operations Management. PagerDuty continues to evolve its unique capabilities that empower teams to effectively manage their digital operations. Our platform for action turns signals into real-time insights and opportunity, improving operational health and efficiency across systems and the people that manage them.
2. Continued innovation across the PagerDuty platform. Our people-focused analytics and investments in AIOps represent a commitment to helping customers get the most out of their data. We are investing heavily in expanding our portfolio to provide additional value and intelligence to our customers. In this way, our platform for action helps prevent and quickly resolve people-impacting and business-impacting incidents.
3. Our commitment to improving businesses’ performance. By making an unprecedented connection between people and digital service health, we unlock unique insights that result in happier employees, higher retention rates, and improved service delivery. Because organizations’ most important competitive advantage are their people, we believe that PagerDuty is a critical solution in improving business outcomes.

We’re honored to receive this recognition, and love helping teams stay agile and healthy so they can compete effectively in a constantly changing world. If you are a Gartner client, you can find the full report here.

1. Source: Report, “Gartner Cool Vendors in Digital Dexterity and AI for the Digital Workplace,” May 2018.

Gartner Disclaimer

Gartner does not endorse any vendor, product or service depicted in our 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 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 warranties of merchantability or fitness for a particular purpose.

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PagerDuty recognized in annual report: Cool Vendors in Digital Dexterity and AI for the Digital Workplace

SAN FRANCISCO – May 21, 2018 – PagerDuty, a global leader in digital operations management, today announced it has been named a Cool Vendor in the Cool Vendors in Digital Dexterity and AI for the Digital Workplace report by Gartner, Inc. The report states, “Digital workplace Cool Vendors are pioneering innovations that can make your workers more productive and engaged. Aimed at application leaders responsible for the digital workplace, this research spotlights five vendors exploring the future of work through the key trends of digital dexterity and AI.”¹.

In the always-on digital economy, IT teams and other enterprise business units face work-life balance challenges. According to Gartner, “as jobs and duties continuously and quickly evolve, enterprises must have the data to gauge and respond to how this is impacting employee work-life balance.”

Since pioneering a modern approach to digital incident response within DevOps and AIOps, PagerDuty has expanded its enterprise-grade digital operations management platform to prioritize employee health and well-being. PagerDuty seeks to help operations teams across multiple business units, from DevOps to ITOps and from customer support to security, achieve work-life balance as they respond to digital service disruptions.

“We believe that being recognized by Gartner validates our investment in improving the well-being and productivity of our customers and is also a testament to PagerDuty’s success orchestrating real-time action in the modern workplace,” said PagerDuty CEO Jennifer Tejada. “We’ve innovated beyond incident management and ITSM by analyzing nine years of machine data and human response patterns to discover how teams function optimally. Our real-time platform for action can now be utilized by the whole business, from the DevOps team to security, support and marketing. Enhancing the work-life balance of employees is core to our cultural belief that PagerDuty is for people.”

For additional information, visit the PagerDuty blog. Gartner subscribers can also download the full Gartner Cool Vendors in Digital Dexterity and AI for the Digital Workplace report, by going here.

Disclaimer

Gartner does not endorse any vendor, product or service depicted in our 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.

About PagerDuty

PagerDuty is the leading digital operations management platform for organizations. Over 10,000 enterprises and small to mid-size organizations globally trust PagerDuty to improve digital operations, drive revenue, mitigate threats, protect assets, and delight customers. To learn more and try PagerDuty for free, visit www.pagerduty.com. Follow our blog and connect with us on Twitter, LinkedIn, YouTube and Facebook.

¹Gartner “Cool Vendors in Digital Dexterity and AI for the Digital Workplace” by Adam Preset, Monica Basso, Vivek Bhalla, Achint Aggarwal and Stephen Emmott, May 9, 2018.

Media Contact:

Michael Basilio, PagerDuty
mbasilio@pagerduty.com

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PagerDuty is a registered trademark of PagerDuty, Inc in the United States. All other trademarks are the property of their respective companies.

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